Performance Indicators for the Claim Management Process of Construction Projects

The purpose of this study is to investigate performance indicators measuring the effectiveness of the claim management process of construction projects. As current construction projects become larger and more complex, claim management becomes more diverse and important for the success of the project. Although claim management has been the subject of many previous research studies, few researchers have investigated performance indicators measuring the claim management process. After interviewing practitioners who have expertise in claims, the researchers for this study propose indicators representing the performance of the claim management process. These indicators can be used as performance measures to enable more detailed status checks and to improve the process for construction claim work, which will contribute to better claim management and more successful project delivery.