SBi 2010-17 - CREDIT Report 4 Assessment.docx

8/17/2019 SBi 2010-17 - CREDIT Report 4 Assessment.docx

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SBi 2010:17

Project Assessments inConstruction and RealEstateAnalysing management of end-user needs

and ensuring erformance in t!e "uilding life

cycle

CRE#$% Reort &

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Project Assessments inConstruction and Real Estate

Analysing management of end-user needs and ensuring performance in the building lifecycle

CREDIT Report

!engt "ansson#ristian $id%n&ofia Pemsel'iels !ertelsen#im "augb(lle

)le *(rgen #arudPe++a "uo,ila


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Title Project Assessments in Construction and Real Estate&ubtitle Analysing management of end-user needs and ensuring performance in

the building life cycle CREDIT Report &erial title &!i ./1/01Edition 1 edition2ear ./1/ Authors !engt "ansson3 #ristian $id%n3 &ofia Pemsel3 'iels "aldor !ertelsen3

#im "augb(lle3 )le *(rgen #arud and Pe++a "uo,ila4anguage EnglishPages 5References Page 6#ey 7ords End-user3 user-benefits3 shopping centres3 hospital3 educational and office

buildings

I&!' 89-9-:56-1.-:

Dra7ings Di,ision of Construction ;anagement3 4und


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66 &hopping centres..6 "ospitals..

Indicators.1 "ousing .. Educational and office buildings.5

6

&hopping centres.8 "ospitals6/: Relation to enterprise and national benchmar+ing61

:1 "ousing 61:. Educational and office buildings61:6 &hopping centres6.: "ospitals66

5 )bjecti,es and inno,ation for future impro,ements651 "ousing 65. Educational and office buildings6:56 &hopping centres655 "ospitals65

Discussion and conclusion61 Assessment of end-user needs and re@uirements6. Assessment during the project e?ecution 696 Assessment of the fulfilment of end-user needs and re@uirements68 !enefitting from assessment on a project le,el68: Conclusions/

CREDIT reports and references6


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Preface

This report summarises the 7or+ underta+en in CREDIT and proposals forho7 to implement CREDIT it is the second report part of the 'ordicB!alticproject CRE%&' Construction and Real Estate %e-elo"ing &ndicators or'rans"arency The report presents the finding from $P Projectassessments and tools

CREDIT includes the most prominent research institutes 7ithinbenchmar+ing and performance indicators in construction and real estate3namely &!iBAA< Denmar+3 =TT inland3 &I'TE 'or7ay and 4und


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Summary

In this report a generic model for the capture and assessment of end-user

re@uirements and needs3 the CREDIT carpenter model3 has beende,eloped The main determinants of the model is the need for the projectorganisation including the facilities management organisation to ensure athorough understanding of the end-user re@uirements and needs as 7ell asan assessment through out the project process The end-users and theproject organisation are often 7or+ing in t7o different ,alue chains This3among other things3 means that they may not share a commonunderstanding of the process Apart from just assessing to 7hat e?tent there@uirements and needs has been achie,ed it is important to assess theprocess of accomplishing the desired result This 7ay it is possible to learnfrom 7hat has 7or+ed 7ell and 7hat has not

There is some ,ariation in 7hat and ho7 it is being assessed depending on7hat type of building it is Assessments on housing are more inclined tofocus on softer aspects3 for e?ample perception etc In the other cases thereare3 generally3 a more technical perspecti,e It may be an affect of ho7+no7ledgeable the users are In regard to housing the users ha,e possibleless e?perience of construction and communicating their needs than in thecase of offices etc There is also a notable difference bet7een approachesand interest on 7hat to assess in the different countries &7eden has amuch more soft approach and an ambition of getting as many as possible tounderstand 7hat is being assessed and for 7hat reasons 7hile inland hasa much more technical and measurable approach

The clients3 naturally3 play a large part in the construction process3 also7hen it come to capturing and transferring the re@uirements and needs ofthe end-users It is mainly the clients that initiate it ;aybe more surprisingly3they do perform a lot of the 7or+ themsel,es as 7ell Designers play animportant role as do +no7n end-users as 7ell During the project it is mainlythe client that initiates the assessments3 but the actors of the projectprocess3 designers and producers that perform it E,aluating the degree offulfilling the re@uirements and needs as 7ell as assessing the process toenable learning is again mainly a client action both initiating and performing3the rest of the actors do not engage to any larger degree

The processes from begin of the brief to the end of construction ha,e 7ellde,eloped routines as a part of the project management system Theseroutines are good enough to successfully fulfil the studied project and thecontrol of the process in order to get internal eiciency in the short runperspecti,e !ut there is almost no case that sho7s any assessment toolthat support feedbac+3 the +no7ledge de,elopment and the inno,ationprocess 7hich is important in the long-run perspecti,e The missingfeedbac+ is mar+ed in the carpenter model ound in the study there are t7oe?amples of tools that together may to some e?tent o,errun this issue!uilding Information ;odels ha,e the potential of acting as an informationcarrier 7ithin a project3 storing all types of information needed for assessing

a number of different aspects The main issue is to get the right informationand presenting it in a 7ay suitable for the target group This is done in thecase of al+ in &+ans+a in 'or7ay It is a system gathering and presentinga multitude of #PIs3 from a number of different systems3 in an easy tounderstand layout


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1 $ntroduction and o"jecti'es

This chapter describes the objecti,es3 organisation and 7or+ pac+ages of

the CREDIT project as 7ell as the deli,erables including the reportspublished by CREDIT The chapter is an introduction to the follo7ingchapters summarises first the main CREDIT reports and follo7ed bynational recommendations of ho7 to implement CREDIT and theconclusion

11 The objecti,es and the projectprogramme of CREDIT

&ir $inston Churchill once said3 $e shape our buildings3 after7ards our

buildings shape usJ .9 )ctober 186 This @uotation underlines ho7strongly a building can influence its occupier or user It is not 7ithoutcomplications to pro,ide comple? public facilities for e?ample for hospitals3schools3 uni,ersities and libraries able to meet both the internal and e?ternalsta+eholdersK needs and e?perience The aims and demands of differentsta+eholders 7ithin a project may sometimes conflict 7ith othersta+eholdersK interest


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1 The establishment of a net7or+ of 'ordic and !altic researchers ofbenchmar+ing and performance indicators by fre@uent interaction in7or+shops across the 'ordic and !altic countries

. A &tate-of-the-Art report to identify and critically e?amine a number ofe?isting tools3 databases3 mandatory reports3 approaches andbenchmar+ing schemes to capture and measure end-user needs3 clientdemands and public re@uirements to performance and ,alue creation

6 A strategic management and decision-ma+ing tool to guide the definition

and de,elopment of benchmar+ing methods and building performanceindicators in different business cases

A comprehensi,e performance assessment and management tool 7ithassociated +ey performance indicators to capture end-user needs ande?perience and to continuously measure and ,erify the compliance ofperformance throughout the life cycle of an actual building project lin+edto building information models

: Recommendations of ho7 sector and national indices of performanceindicators can be designed in order to promote internationalbenchmar+ing of construction and real estate

5 Dissemination of the lessons learned and tools de,eloped through ne7s

articles3 press releases and 7or+shops 7ith actors from the constructionand real estate sector

The e?pected impact of CREDIT on the construction and real estate sectorat national and European le,els are as follo7s0

G Impro,ed understanding of end-user needs and clientLs demands to per-formance re@uirements and le,el of satisfaction

G 'e7 and impro,ed tools to ma+e the costsB,alue ratio of products andser,ices more transparent throughout their life cycles

G A more solid and e,idence-based bac+ground for launching ne7 publicpolicies to impro,e the competiti,eness of construction and real estatebusiness

G Impro,ed opportunities for more accurate comparisons 7ith neighbouringcountries ,ia impro,ed methods

;ore information about the bac+ground is gi,en in the CREDIT projectprogramme CREDIT3 .//

1. ;ain partners in the CREDIT project

The CREDIT project 7as a cooperati,e research project including four'ordic research institutes0

G Danish !uilding Research Institute &!i3 Aalborg


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Danish BuildingResearch Institute,Aalborg University

VTT TechnicalResearch Centre

of Finland

SIT!FByggfors"

De#art$entof Construction,%und University

DA!C T!&!S ICe F'R(AS

The IcelandicCenterforInnovation

TallinnUniversity of Technology

Vilnius )edi$inasTechnical

University

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Fundingagencies

(ain#artners

Industrial#artners

'ther#artners

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Industrial#artners

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Steering co$$itteeReference grou#

Reference grou#

The Danish !uilding Research Institute &!i 7as project o7ner and projectcoordinator of the project as 7ell as legally responsible according toERA!


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methods3 tools and systems for performance assessment and internationalbenchmar+ing $P1 and $P dealt 7ith the general project managementand dissemination of results from CREDIT $P.3 $P63 $P3 $P: and$P5 represented different steps of the research acti,ities from a generalstudy of the state-of-the-art in $P6 through the performance model in $P.3project assessment in $P3 national case studies in $P: and internationalbenchmar+ing in $P5 and returning 7ith the final conclusions andrecommendations to $P. Coordination of the specific research in $P3

$P: and $P5 7ere also handled by $P.3 and $P. therefore had thefollo7ing three tas+s01 To formulate the research model and coordinate the research in

CREDIT. To classify performance indicators in the CREDIT benchmar+ing model6 To summarise the CREDIT reports including national recommendations $P6 studied literature and general national practice as bac+ground for thespecific research in $P.3 $P3 $P: and $P53 and this resulted in aformulation of more specific tas+s and objecti,es for the four other $Ps$P studied different project assessment methods and tools and ho7 the

different enterprises 7or+ed 7ith indicators3 assessment and benchmar+ing$P: studied .9 different case studies in the 'ordic and !altic countries37hich 7ere grouped and compared 7ithin different building segments $P5sur,eyed sector3 national and international benchmar+ing systems of +eyperformance indicators and e?perience from frontGrunners in theconstruction and real estate sector

According to the CREDIT project programme CREDIT3 .//3 a number ofdeli,erables D 7ere agreed for each of the se,en $Ps A final list of thespecific deli,erables D is gi,en in Appendi? A3 and an o,er,ie7 is gi,enbelo7 of each of the se,en $Ps0

G $P10 CREDIT project management Responsible0 &!iBD# Deli,erables0&teering committee &C and &C ;eetings D13 CREDIT projectmeetings D. and Progress reports and accounts D6

G $P.0 Performance models Responsible0 &!iBD#Deli,erables0 &timulus paper3 draft report and final report Da onperformance indicator and a draft and final summary report Db Db isan e?tra deli,erable according to the project programme CREDIT Report6 and 5

G $P60 &tate-of-the-Art Responsible0 &I'TEB')Deli,erables0 &timulus paper3 draft report and final report D: on &tateof-the-Art CREDIT Report 1

G $P0 Project assessments and tools Responsible0 4und


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&e,en t7o-day meeting pac+ages ;Ps 7ere held in .//93 .//8 and ./1/in the different countries to strengthen the inno,ati,e cooperation bet7eenthe researchers and the national reference groups comprising the mainplayers in planning3 construction3 real estate3 benchmar+ing and theresponsible authorities Each meeting pac+age ;P focused on a specific7or+ pac+age $P and consisted of a one-day project meeting3 a half-dayuser 7or+shop3 a reference group meeting and a steering committeemeeting

The se,en CREDIT meeting pac+ages alternated bet7een the participatingcountries01 "elsin+i3 inland3 .-.: *anuary .//90 #ic+ off and end-user ,alues

. )slo3 'or7ay3 .8-6/ ;ay .//90 $P. Performance models and $P6&tate-of-the-Art

6 4und3 &7eden 9-8 )ctober .//90 $P Project assessment methodsand tools

=ilnius3 4ithuania3 18-./ *anuary .//80 $P: 'ational case studies

: Rey+ja,i+3 Iceland3 9-8 *une .//80 $P5 International benchmar+ing

5 Tallinn3 Estonia3 .5-. )ctober .//80 Discussing the final CREDIT

Reports 13 .3 63 3 : and 5 An e?tra meeting according to the projectprogramme

Copenhagen3 Denmar+3 .:-.5 *anuary ./1/0 inal reports and closingof CREDIT

The CREDIT project plan CREDIT3 .// outlines the relations bet7een7or+ pac+ages $Ps3 meeting pac+ages ;Ps and deli,erables D E,erysi? months a project status 7as prepared and a progress report sent toErabuild at the Danish Enterprise and Construction Authority3 and inebruary .//8 it 7as e?tended to a LCREDIT Progress and ;id-term ReportLof 65 pages CREDIT3 .//8 A final ,ersion of the project and meeting planis gi,en in Appendi? A

igure . The se,en 7or+ pac+ages $Ps in CREDIT 7ith the responsiblecountries D#3 I3 ') or &E in brac+et $P.-$P5 are the main research$Ps3 and $P1 and $P include the project management anddissemination of results of CREDIT respecti,ely

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1 CREDIT reports3 deli,erables andeRoom

The 7or+ of each of the main 7or+ pac+ages $P63 $P:3 $P.3 $P and$P5 7ere documented in fi,e reports - CREDIT Reports 13 .3 63 and : -and in ,arious scientific articles and ne7s articles or e?ample Report 1describes the state-of-the-art as a result of the 7or+ of L$P6 &tate-of-the-

ArtL

The 7or+ of L$P: 'ational case studiesL resulted in .9 'ordic and !alticcase studies 7ith focus on performance indicators3 assessment tools andbenchmar+ing in front-runner building projects3 enterprises andbenchmar+ing organisation and reported in CREDIT Report . Each casestudy is described in accordance 7ith a common guideline and together 7ithresults from the state-of-the-art report they form the bac+ground for theresearch and proposals for future impro,ements presented in CREDITReports 63 and :

CREDIT Report 6 describes the CREDIT performance indicator frame7or+

as a result of L$P. Performance modelsL3 and the indicators are relation tonational regulations international standards and research and0

G Report 0 Project Assessment in Construction and Real Estate G Report :0 Internal3 'ational and International !enchmar+ing

The results of the fi,e CREDIT reports are summarised in this CREDITReport 5 together 7ith recommendations on ho7 to implement the resultsnationally in the 'ordic and !altic countries

In igure 6 a graphical illustration is gi,en of the three le,els of the hierarchyof CREDIT reports3 and after Chapter 9 all CREDIT reports are listed

Through the research all deli,erables 7ere filed in the common CREDITproject 7eb in eRoom in &I'TE3 'or7ay3 and a complete list can be seenin the minutes of the CREDIT &teering Committee ;eeting 9 CREDIT3./1/

igure 6 Fraphical illustration of the hierarchy of CREDIT reports

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1: )bjecti,es and method

The objecti,e of L$P Project Assessment and ToolsK is01 to de,elop a project-related performance management and

assessment tool that identifies and capture end-user re@uirementsand to measure and ,erify the compliance to performance criteria

throughout the lifecycle of a building. and to define the concept of ,alue and the related performance

indicators for @uality of life3 producti,ity3 cost3 time3 amounts and@uality

The study has mainly ta+en a systemic3 holistic3 approach Empirical datacomes from3 in all .93 national case studies Each case study is presentedaccording to a pre-defined template In this study it is mainly the informationpresented in chapter . G !uildings assessments in construction and realestate process3 but additional rele,ant material from other chapters ha,ebeen used to enhance the analyses The analysis builds on identified

theoretical underpinnings

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2( )et!ods and tools for

managing t!e end users needs in

rojects

This chapter present the underlying theoretical underpinnings used toanalyse the result from the case studies The first part of it is the resultsfrom $P6 G &tate-of-the-art presented in CREDIT Report 1 The secondpart describes the de,elopment of the model3 the carpenter model3 used inthis report as 7ell as in other parts of the o,erall CREDIT project

.1 &tate-of-the-art

The literature re,ie73 presented in CREDIT report 1 G state of the art3sho7ed that there are a number of different methods for managing endusers that could be used for parts3 but that there are ,ery fe7 that attemptsto co,er the 7hole process ;ost methods e?ist in the early and in the latephases The methods that attempt to co,er the 7hole process are not ,ery7ell tested in reality

Commonalities of the methods and tools0 M &ee+s to increase the communication bet7een the sta+eholders M !uilt on @uite comple? systems of data gathering and analysis systems M Impro,e the understanding of the end users real needs and

re@uirements

Differences of the methods and tools0 M if the process is regarded dynamic or static M if the focus should be on the indi,iduals e?perience and need of the

building or if the focus should be on an organisational le,el

;any of the methods are criticised for not bring any guidance for ho7 to actupon the resultBoutcome from the method There is3 thereby3 a need forimpro,ing the usability of the methods and tools from both a micro and amacro point of ,ie7 to impro,e the 7hole building process3 before the@uality of the built en,ironment can be optimised

In the state of re,ie7 of &7edish Real Estate irms appeared that almostnone of the methods and tools disco,ered in the literature re,ie7 7ere inuse or the a7areness of their e?istents 7as ,ery lo7 The firms in generallymeasures &CI but some of the firms had difficulties in creating ,alue of theoutcome During 7or+shops it became clear that it 7as considered difficultto communicate 7ith the end users3 to adapt to a constant changing mar+et

and to ma+e decisions in an en,ironment 7ith contradictory needs andre@uirements In &7eden there are no nationally coordinated benchmar+ingmodels on the fulfilment of end-user re@uirement and ,alue creation today!ut there are some national e,aluation schemes in use measuring sector

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change3 project effecti,eness etc and some real estate and facilitiesmanagement companies use post occupancy e,aluations and satisfiedcustomer inde? to measure end-user satisfaction in general and to somee?tent in relation to ho7 ne7 or refurbishment project fulfil theirre@uirements E?amples of these schemes are E?cellent Construction3 IARene7al of the Ci,il Engineering sector and !NR !est practice programthe construction industries o7n tool for increasing efficiency and @uality

In the inish state-of-the-art is stated that the interest of the performancebased building has increased internationally It is essential to createbuildings that perform both functional and social 7ell 7hich re@uire that theendusers needs re@uirements are captured To impro,e the @uality of thebuildings performance are se,eral international and national benchmar+ingsystems created These systems tend to focus on energy consumption andindoor climate aspects 7hich are parts of the end-users needs but do notbring an inclusi,e picture The Danish state-of-the-art concludes as 7ell thatthe e,aluation of building performance is primarily conducted from atechnical perspecti,e the functional3 social and aesthetical aspects are ,eryrare The lac+ of systems that ta+es a holistic ,ie7 of3 all the phases in3 the

construction process 7as found3 in the Danish state-of-the-art3 as 7ell

.. The carpenter model e?plained

2(2(1 %!e traditional construction rocessThe construction industry is built around a ne,er ending supply of projectsThese projects are traditionally arranged according to industry practice in anumber of phases in3 more or less3 a se@uential order3 often described as arelay race These phases are typically brief3 design3 construction andfacilities management3 see figure Compared to traditional projectmanagement literature3 see for e?ample P;bo+ th

igure . '#e "roject "rocesses

edition P;!o+3 .//93 brief3 design and o a construction "rojectconstruction fits 7ell to the definition of projects3 initiate3 plan ande?ecute acilities management ;is in most cases seen as an ongoingprocess ta+ing o,er after the project isfinished The rational for incorporating; into the project frame7or+ is thatthe facilities management often is directly affected of the results of the

earlier project phases To ensure that this lin+ is assessed it is incorporated

2(2(2 %!e rofessional construction rocess According to project management theory3 ideally3 before the start of a ne7phase it is ensured that the necessary information to carry out the 7or+ ofthat particular phase is assessed to ma+e sure no information is missingP;!o+3 .//9 &imilarly3 after each of the phases an assessment and,erification of the results are carried out to ensure compliance to the goals As the construction process in,ol,es a number of professionals there is aris+ for misinterpretation of the information during the process To pre,entmisinterpretations compliance assessment and ,erification acti,ities needsto be

performed as 7ell )thman et al3.//: In construction terms it maybe an assessment of the proposeddesign3 does it seem to correspond

to the brief etc In project literaturethese handoffs are often referred toas stage gates3 milestones3 phasegates etc see figure : In reality

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this assessment is rarely done inany structured 7ay

igure 3. %ecision "oints in a

co

nstruction and real estate "roject

2(2(* Project

"oundaries

A project is defined as a temporaryendea,our underta+en to create a

uni@ue product3 ser,ice or resultJP;!o+3 .//9 p : In constructionthis is carried out by a number oforganisations ta+ing part in part orthe 7hole project To illustrate thelimits of the project and alsodepicture the multitude oforganisations in,ol,ed a s@uare has

been dra7n around the phases ofthe project3 see figure 5 )neimportant aspect of the projectorganisation3 apart from the clientand ; organisation3 is that theyare a part for a short3 compared tothe life cycle of the building3 andclearly defined time span

2(2(& +sers and t!e

rojectigure 4. '#e com"lete "roject 5it#

t#e e6ecuting organisations

Any project need to ha,e a clear scope on 7hat the project should result in37hat ,alue to create In construction the scope is defined by there@uirements or the needs the finished construct are supposed to fulfil Apartfrom meeting the time and budgetary limitations3 achie,ing the goals definedin the project scope is 7hat decide 7hether a project is considered to besuccessful or not the end-users should be in,ol,ed3 in one 7ay or another37hen identifying and setting the @uality of the product3 the price andperformance #ashi7agi and &a,ic+y3 .//6 Their needs and re@uirements

ha,e to be captured to be able to find solutions that fit the client3 end-usersand their organisation Fray and "ughes3 .//1 and thus create userbenefits After the needs and re@uirements are captured they are codifiedinto project language so that the project members can act upon them P;I3.//93 see figure =alue is multidimensional and as a conse@uence theree?ist a number of definitions of the concept Thomas and ;ullaly3 .//

igure *. '#e relation $et5een "roject user re7uirements and user $eneits

The concept is often considered to ha,e a subjecti,e nature as it0

M Is influenced by the conte?ture of the indi,idualKs e?periences and thecurrent situation Thomson et al3 .//6

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M Can be the relation bet7een subjecti,e and economic parametersAndersson et al3 .//5

M Includes both tangible and intangible aspects Thomas and ;ullaly3.// Ohai et al3 .//8

The judgment of ,alue depends on 7ho is ma+ing the judgment and for7hom the ,alue is created 4o,e3 .//. Preiser and =ischer3 .//: 4a7son3.//5 A project can for e?ample generate ,alue to0 customers3 enterprise3

suppliersBsubcontractors and community and be judge from an social3economic and en,ironmental perspecti,e Ohai et al3 .//8

In construction this is a particular issue to understand as there are amultitude of actors in,ol,ed and thus3 a multitude of understandingsK of 7hat,alue is and therefore 7hat to create The most commonly used perspecti,eis an industrial perspecti,e of economical parameters for e?ample return onin,estment but not e,erything can be e?plained in monetary terms

2(2(, Continuously learning

In the realisation of the project3 the information is fed-for7ard and processedduring e,ery step of the process0 briefing3 design3 construction and facilitiesmanagementBoccupancy phases To truly understand difficulties in the builten,ironment the end-users should participateBbe consulted during briefing&hen and Chung3 .//5 ,an Ree et al3 .//53 design Preiser3 1896 4o,e3.//.3 construction "ua et al3 .//: and occupancy Campbell and inch3.// In the end of the project the end-users benefits should be capturedand codified This is allo7s for e,aluation3 learning and impro,ement of themanagement of end-users so that ,alue can better be created for them4uc+ett and Eggleton3 1881 Rubin3 188: &andberg and augert3 .//3see figure 9

igure 8. '#e com"lete car"enter model de"icturing t#e realisation o a

"roject 5it# its internal "#ases and assessment and -eriication as 5ell as

t#e "roject organisation, t#e end user re7uirements and needs resulting in

user $eneits and t#e eed$ac9 loo" allo5ing or continuous im"ro-ement

and t#us $etter end user -alue

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* Assessment met!ods in use

This chapter relates mainly to @uestion .. in the case study reports The

applied assessments and tools in the processesJ The aim 7as to arri,e toan understanding of 7hat tools 7ere used to assess and 7hat is assessed3in relation to the objecti,es of CREDIT3 on a project le,el In a fe7 casesinformation has also been dra7n from chapter 6. in the case study reportsApplied assessments and tools in the enterpriseJ This has been done7hen the information in that chapter describes assessment or assessmenttools on an enterprise le,el are used on the project le,el The results ha,ebeen clustered in groups depending on 7hat the projects aim to deli,er3housing3 educational and office buildings3 hospitals and shopping centresThe results are sub-di,ided into three parts building on the carpenter model3end-user re@uirements and needs analysis3 project realisation and userbenefits

61 "ousing

*(1(1 End-user reuirements and needs analysisThe tools to gather information initially to define the end-user re@uirementshas mainly been done on a general le,el or e?ample in one case3 7henthe project starts is a sur,ey of ho7 customers 7ant to li,e on that specificmar+et performed This sur,ey is follo7ed 7ith a parallel 7or+ 7ith productand project de,elopment from a customer perspecti,e The de,elopment of

the product initiates and ends 7ith different +inds of sur,eys Anothere?ample of a general approach is relying on the +no7ledge gained throughcontinuous interaction 7ith their tenants The employees in one companyha,e +no7ledge about 7hat different customer groups prefer or e?amplethat the customer 7ants cheap apartments centrally located $hen hiring anarchitect the employees in the housing company al7ays ma+es remar+s onthe dra7ings They ha,e +no7ledge about 7hat the tenants use to complainabout and 7hat is rentable $hen ma+ing ne7 builds they are addressing abrochure about the building and a plan solution for e,ery apartment to futuretenants That same company has t7o 7ays of accessing general +no7ledgeof 7hat their customers 7ant )ne of them is a @uestionnaire on their

homepage Anyone can at anytime fill in their 7ishes for @ualities of theirfuture li,ing The other system is the @ueue for their d7ellings $hen signingin the application for registration the company recei,es information about7here different persons li+e to li,e If they prefer a balcony3 7hich floor theyli+e to li,e in3 in 7hat @uarter north3 south3 east or 7est etc Theinformation gi,es a picture of different tenants groups but is not yet used Itis though considered as ,aluable +no7ledge and they plans to start analyQethe information to gain more +no7ledge and impro,e their 7or+

In some specific cases the general approach has been supplemented 7ithinteractions 7ith potential customers for e?ample tenants In these deeperinter,ie7s3 @uestionnaires3 7or+shops and reference group meetings ha,e

been used In one of the cases a number of tools and methods 7ere used inorder to in,ol,e the d7ellers in the area and get insight into their 7ishes3opinions and +no7ledge about the area This includes sur,eys3 7or+shops3and happeningsBe,ents The results of the 7or+shops and happenings 7ere

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documented and communicated through e?hibitions3 a catalogue of ideas3 ane7spaper and a notice board on the internet

ur-ey&ur,ey of the d7ellers the end users in the housing area included G a@uestionnaire done by telephone3 a @uestionnaire distributed to allhouseholds and semi structured inter,ie7s 7ith different focus groups This7as done in order to0

G To ha,e ,ie7s from the a representati,e part of the d7ellers in the area G To get some benchmar+s that the result of the building process

e,entually can be assessed by G To get 7ishes and initiati,es that could @ualify the planning process G To

get opinions from so many different groups of d7ellers as possible Thesur,ey 7as done by a third part

:or9s#o"s6 7or+shops 7ere held as a part of the strategic planning in the initial phaseThese 7or+shops 7ere held in the initial phases of the planning process inorder to in,ol,e the d7ellers end users and to get their ideas for

impro,ements and their +no7ledge of the area incorporated into the brief A just as important output of the 7or+shops 7as to agree about 7hat theobjecti,es or aims of the reno,ation project should be The result from the7or+shops 7as documented in e?hibitions for all the d7ellers of the areaand later on in an idea catalogue These ideas 7ere discussed and decided7ith a ,ote on meetings in the different departments of the public housingThe children ,oted as 7ell about the different play ground solutions

In another case brain-stormingJ meetings3 7or+shops and study tours 7erefound fruitful e,ents to start discussions and to formulate the project goalsThe goals 7ith the collaborati,e e,ents 7ere to establish an efficient projectteam by0

M Recei,e a common understanding of the end-users needs and re@uire-ments

M Reach an agreement of the goals and the rulesJ of the game M Ensure an effecti,e partnering process by performing a common declara-

tion the moral contract

*(1(2 Project realisationDuring the actual realisation of the project no specific assessment 7erereported on apart from the traditional project assessments on time3 cost andscope

*(1(* +ser "enefits A number of different tools to assess user benefits ha,e been used in the,arious cases There has been established metods as &atisfied Customerinde? &CI and Positi,e Customer Inde? PCI as 7ell as tailored systems)ne of the tailored systems focused on four areas0

The theme @uality contained three main topics0 architecture3standard and fulfilment of the demand from the ministry Thee,aluation 7as di,ided into Sle,elsS and started 7ith the outerappearance and the indi,idual apartments and continued 7ith theinner rooms and components

The theme building process focused on the more general le,el 7iththe interplay bet7een the main actors0 the ministry3 the client3 thecompanies and the local authority

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The theme economics loo+ed at the costs for construction3operation and life cycle use urthermore 7hether there has been acompetition bet7een the companies

The theme user satisfaction focused on the users o7n e,aluation oftheir apartment They 7ere also as+ed about use of common areasand social interaction urthermore 7ere student mo,ements andthe use of the estate e,aluated

In one e?ample 7here the PCI 7as used3 it 7as performed by a consultancythrough telephone inter,ie7s The main @uestion areas in this PCI 7erefocused on0

M The decision to chose the companyKs product M The contact and information at sales M The optional choices in residence M "o7 the contact 7as managed during occupancy M E?perience of @uality of li,ing M The ad,antage and disad,antage of the li,ing area after mo,ing in

The sur,ey also included @uestions about safety3 finishes3 energy and

technology3 outdoor en,ironment !esides as+ing about the e?perience ofthe companyBproductBprocess general information about the customergender3 age3 family structure3 number of cars in the household3 siQe ofincome3 loan ratio3 ho7 you found out about the project etc 7as as+ed foras 7ell

The results from the PCI are used in t7o 7ays0 The first is to impro,e theproduction and are transmitted to the production-line The second is to usethe result as an inspiration to de,elop the concept and the product

In one e?ample of &CI the company measures satisfied customer inde?3&CI3 once a year regardless of action in the company such as

refurbishment3 building of a ne7 house3 operation and maintenance fore?ample The purpose is to impro,e their 7or+ and recei,e a picture of thecustomer satisfaction They donKt ha,e any goal for ho7 good they 7ant tobe3 itKs a consideration bet7een staff resources G money and cost Gappearance

The company is using an e?ternal company to perform the measurementThe measuring is formulated as a @uestionnaire and sent out in paper formThe respondents can chose bet7een ans7ering on the paper or on the 7eband the company send out t7o reminders to the tenants The @uestions7ere

1 Age of respondent. "o7 long the respondent ha,e been li,ing in the apartment6 'umber of persons li,ing in the apartment &er,ice

a Easy to contact3 7ell treated by the employees3 reliablecompany etc

: "o7 they contact the housing company5 ;aintenance The laundry9 The @uality of li,ing8 &afety1/ 'e7 customersBtenants

11 Remaininga =alue for money3 information3 internet3 tele,ision3 the attrac-

tion of the apartmentBestate etc

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The &CI measurement has lead to impro,ements and their customers areno7adays feeling safer3 li+e the d7elling better and are more pleased 7iththe a,ailability of the staff in the housing company E,en though thisassessment is not used in direct relation to a project3 it does gi,e a pictureof 7hat 7or+s and 7hat does not

6. Educational and office buildings

*(2(1 End-user reuirements and needs analysisIn general the assessment methods ha,e been rather direct3 aiming at thespecific project or e?ample3 in one of the cases ne7 indicator needs 7eregathered during discussions inter,ie7 study 7ith the representati,es of theo7ner3 manager and three tenant organiQations of the project There 7erealso more direct communication 7ith the tenants and those that 7ere goingto use the facilities *oint ,isions ha,e been used In one case it 7as saidthat the ,ision 7as a great help for the end users 7hen ta+ing decisions sothat they could focus on the 7hole perspecti,e and not get lost in details In

the early phases 7as the main purpose to create a common referenceframe and a common language among end users3 architects andtechnicians but also to sho7 the possibilities of a ne7 centre This 7asperformed 7ith study tours and meetings and 7or+shops In the earlyphases 7as an e?pert on end user re@uirement from the real estatecompany and a consulting architect in,ol,ed in some of the meetings and7or+shops In another one the rene7ing process started in ;ay year one7hen first informati,e occasion to personnel 7as held and inter,ie7sperformed In *anuary year3 the space solutions 7are presented topersonnel and more inter,ie7s for groups and indi,iduals 7ere made

In other cases more strict methods 7ere used or e?ample assessment

methods had to follo7 certain legislati,e decisions In other cases the set ofmeasurable re@uirements concerning the energy efficiency of the comingbuilding 7as defined by the client in cooperation 7ith consultants and othersta+eholders The building 7as to be in energy class 13 7hich means thatthe resource consumption 7as to be :/ 11//BA +$hBmU that is :/ V ofthe re@uirements in the Danish building regulations In this particular casethe calculations programme is going to be used after e,ery phasethroughout the process3 from the briefing to the handing o,er3 to assess7hether the planned building comply 7ith the re@uired le,el of energyefficiency The calculations and e,aluations are done by an impartial thirdpart The assessments and the documentation are used a bit different

depending on 7hen in the process the assessments and documentation isdone The le,el of efficiency is defined through the briefing process and is

documented in the brief The assessment of the first proposals submitted by the consultants

is discussed on a 7or+shop 7ith the client3 users and e?pertsbesides the consultants presenting their proposal The bestalternati,e regarding energy efficiency is chosen on the basis of this7or+shop

After the design phase3 a third assessment is made This time theassessment and documentation include alternati,e solutions thatcould optimiQe the energy efficiency of the planned building or the

profitability of the solutions As a part of the handing o,er3 it is assessed 7hether the completed

building comply 7ith the agreed le,el of energy efficiency

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The actual consumption of energy is registered through the firstyear of occupancy

*(2(2 Project realisationThe cases sho7 an interest in assessing ho7 the project realisation iscarried out In one case the necessary data for calculation of the #PILs arecollected by the client and the companies during construction Theindicators are mainly calculated after the construction phase and they areused for t7o purposes )ne purpose is an e,aluating of the 7or+ on the site Another is to gi,e information about the companies 7ho ha,e e?ecuted thebuilding G and the li+elihood that they 7ill do a good job ne?t time In theindi,idual concrete case the client has to ans7er some @uestion aboutfactual data in the project and about the e?ecution In ne7 coming projectsthe client has to demand #PI results from potential contractors interested inthe coming project In this 7ay the collected data and the calculated #PILs7ere primarily for the companies and for the client The resulting #eyPerformance Indicators are used by the client and the companyBthecompanies to get an impression of @uality and effecti,eness of the e?ecuted7or+ in post analysis They also gi,e clients a possibility to e,aluate

@ualifications at potential contractors loo+ing for a ne7 job The basicphilosophy is that a building process 7ith a high effecti,eness and @uality7ill increase the possibility of getting a building 7hich satisfies the users

In se,eral of the cases !uilding Information ;odels !I; 7ereimplemented Although !I; in itself is not an assessment method as such3in principal e,erything 7ill be stored in the !I; All the rele,ant numbers canbe found in the same place and made use of )ne of the other caseshighlights this )ne company has de,eloped a program that dra7s rele,antinformation from all of their different management systems This means thatthe managers only ha,e to report their figures ones The reporting into thesystem is internal Different +inds of information are reported 7ith different

fre@uencies0

- Economic progress is reported per month- "ealth3 En,ironment and safety incidents are continuously reported- The client fills out a standardised template form 7hen the project is

finaliQed- The final project report is used as a guideline for ne7 projects3 but is

not meant to be used as something to be carbon copied- The system uses filters that information can be sho7n according to

conte?tBperspecti,e enterprise3 project management3 type ofbuilding

- It is used by management3 geographical regions3 and country- "o7e,er3 information to the project management is pro,ided from theaccounting system

- !enchmar+ing is done in relation to progress and @uantitati,emeasures of technical dra7ings

- The client 7ants to measure the company based on physical aspectsof the building actually deli,ered for instance air flo7 through,entilation channels

*(2(* End-user "enefitsIn one country it is compulsory for clients responsible for state and non profithousing projects to as+ for #PIs 7hen they are e?ecuting ne7 buildings In

practice the demand is part of the contract bet7een the client and theconstruction company and it is up to the company to ma+e an arrangement7ith an independent e,aluator to ma+e the registrations The method isbased on 7ritten and standardised instructions for gathering of data and

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calculations of #PIs The costs are calculated as cost per s@uare meter&er,ices are furthermore calculated as costs per number of people Gemployees or users Data are mainly ta+en from different yearly accounts7ith information about registered costs and use of heating3 7ater3 electricityand costs for maintenance Reno,ation of the building is ,ie7ed on asbuilding 7or+ G and not a part of the operational acti,ities - and is not a partof the registration

In another case3 an internet @uestionnaire has been sent to users in order toget customer feedbac+ information Results of the @uestionnaire gi,einformation for correcti,e actions3 in order to control systems and alsopossibilities to impro,e !usiness Par+ concept for future projects

2et in another case a standardiQed data gathering form is used to collectdata on some +ey indicators In addition the client has its o7n energy andcleaning statistics The client collects both cleaning cost and energyconsumption The moti,ation for collecting the data in the company is0

- 4ocal assessment of the effect of local measures-

Planning of acti,ities- Reporting up7ards in the system0 Property3 region3 head@uarters3

;inistry of Fo,ernment Administration and Reform- !asis for &tatsbygg analysis and reporting- !enchmar+ing against similar buildings- Impro,ing 7or+ processes- A basis for condition assessment- Energy consumption has special attention

The system is an integrated part of the companyKs operation andmanagement of properties Technical information regarding the buildings3the operation of the buildings and the core business 7ere collected from the

municipality

66 &hopping centres

*(*(1 End-user reuirements and needs analysis'o information

*(*(2 Project realisationThe same enterprise specific system described in Educational and office

buildings 7ere used in one of the cases

*(*(* End-user "enefitsIn these cases studies the assessments 7ere ,ery technical for e?ample inone of the cases the objecti,e of the analysis of results 7as to ,erify theacti,e heat loads The indoor en,ironment studies 7ere focused to thebusiness spaces of shopping centres The term indoor en,ironment includesthermal conditions3 the @uality of indoor air3 acoustic conditions and lightingconditions The measurements 7ere mirrored by assumed performance +eyindicators #ey indicators 7ere defined after the measuring periods

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6 "ospitals

*(&(1 End-user reuirements and needs analysis"ospital project are ,ery comple? and in,ol,es a number of sta+eholders Inthe case concerning hospitals the first goal for the manager of the end-users7as to ma+e people belie,e in the project3 to enthusiasm them and ma+ethem understand that their contribution matters The manager of theendusers had noticed that if the end-users are enthusiastic o,er the projectand o7nJ it they are tal+ing in terms of this is 7hat 7e thought and this isho7 7e didJ )ther7ise they tend to blame others and ha,e difficulties inaccepting minor incorrectnessKs The best method in these early phases ishuman +no7ledge and pedagogical s+ills I try to be accessible for the endusers and tal+ fre@uently 7ith them I am supporting by as+ing @uestionsabout their organisation and 7or+ today and in the future People inhospitals are though3 in general3 positi,e to7ards physical changesJe?plains the manager of end user The project leader e?plains that the endusers ha,e to participate in hospital projects that are an absolute condition

A 7ell formulated description of the organisation should e?ist before thearchitect is in,ol,ed3 though people tend to loc+ their thoughts 7hen as+etch e?ists3 consider the manager The description of the organisation is3as 7ell3 important 7hen ne7 participants enter the project If the project hasa solid ,ision through the 7hole project the result usually becomessuccessful To spread the ,ision to all participants a . hours +ic+- offmeetingJ 7ere held A hired consultant 7as managing the meeting and theparticipants 7ere architect3 consults and representati,es from the end userorganisation and the real estate company $hen the contractor got in,ol,ed7as a similar meeting held The meetings gather the people and made themstart 7or+ing in the right direction )ther methods used 7ere study toursnine performed The manager e?plains that before a study tour3 it is ,ery

important that the end users get a picture of 7hat they 7ant and ha,e a,ision The study tours ha,e to be adapted to 7here in the process you are3first tour3 the goal can be to get a broader ,ie7 of the organisation ore?ample3 see ho7 others are co-ordinating different functions 4ater in theprocess3 it can be fruitful to see details li+e interior solutions

*(&(2 Project realisationDuring the 7hole project3 the end user project leader has 7ritten 7ee+lyletters to the end user organisation The information in the letters 7as notal7ays understood and sometimes it becomes chaos3 e?perience the enduser project leader The end user project leader 7as3 as 7ell3 informing

concerned part in a more detailed mail

A sho7room 7as built up so that the end users could try and e,aluate itsfunctionality in a @uestionnaire The end user project leader felt it great toha,e the result of the @uestionnaire to refer to3 7hen people came 7ith ne7opinions during the project

During the project 7ere information meetings held 7ith the end userorganisation They 7ere 7ell ,isited in the early phases $hen the endusers e?perienced that the project 7as 7ell managed and they got used tothat it ha,e to sound during construction3 they stopped coming to themeetings3J e?plains the end user project leader

;eetings 7ith the steering committee 7ere as 7ell held during theconstruction In the meetings 7ere @uestions3 concerns and changesdiscussed In the steering committee 7ere represents from the hospital

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leading in,ol,ed E?change of +no7ledge 7as done in monthly projectmeetings during the project During the meetings 7ere end user changedre@uirements and operation management @uestions discussed Thoughhospitals are ,ery complicated buildings3 the designers 7ere in,ol,ed inmeetings during the construction phase as 7ell This can be seen as a formof +no7ledge sharing among the participants

*(&(* End-user "enefits

'o information

& $ndicators

This chapter relates mainly to @uestion .6 in the case study reports Theapplied assessments and tools in the processesJ The aim 7as to arri,e toan understanding of 7hat tools 7ere used to assess and 7hat is assessed3in relation to the objecti,es of CREDIT3 on a project le,el In a fe7 casesinformation has also been dra7n from chapter 66 in the case study reportsApplied assessments and tools in the enterpriseJ This has been done7hen the information in that chapter describes assessment or assessmenttools on an enterprise le,el are used on the project le,el The results ha,ebeen clustered in groups depending on 7hat the projects aim to deli,er3housing3 educational and office buildings3 hospitals and shopping centresThe results are sub-di,ided into three parts building on the carpenter model3end-user re@uirements and needs analysis3 project realisation and userbenefits

1 "ousing

&(1(1 End-user reuirements and needs analysisIn general the indicators used 7ere not so muc+ of technical character Inthe user sur,ey the @uestions in the @uestionnaire and inter,ie7s of focusgroup meetings 7as about main themes satisfaction 7ith @ualities in thearea and the social capital in the areaThe @uestionnaire included @uestions about0

G The design of the flat

G The location G Access to public transportation G =icinity to family and friends G $hat +ind of place is it to li,eW G The ser,ice from the careta+erLs office G The rent G The @uality of the playground for children G The reputation of the area G The shopping possibilities G The demography of residents in the area G The outdoor spaces G The maintenance G Identity of the area

G &ocial contact in the area G &ense of security in the immediate en,ironment and in the other areas

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These @uestions relate to .1 G 4ocation and address3 .. - Plotopportunities3 .6 - &patial solution and property aesthetics3 . -&urrounding ser,ices3 .: -&ocial ,alue3 61 G Category of building3 @uantity3siQe and area3 6. G &afety and security of burglary3 66 G


28/50

en,ironment as safety and indoor climate and product performance asconstructions and installations

In another case the company is monitoring follo7ing indicators0 M &atisfied Customer Inde? M Resource use use of energy3 material3 electricity and 7ater M Economical parameters almost e,ery post in the statement of

income M Accessibility In the e?isting housing accommodation are sur,eying

of accessibility for elderly people performed in collaboration 7ithresearchers

The company is considering almost e,ery parameter of the CREDITindicator template The parameters are measured as goals The mar+etmanager considers the list to long to manage to monitor though Theindicators that are not of particular interest are EN;3 unctionality coreprocess3 targets and F"F The ris+ indicator if it is the ris+ of ha,ing emptylocals could be interesting on the habitats In the d7elling area the @ueue isso long that this matter is not of particular interest The manager furtherconsiders the social indicators maybe hard to compare 7ith other

companies

. Educational and office buildings

&(2(1 End user reuirement and needs analysis'o information

&(2(2 Project realisation4oo+ing at the information pro,ided for one of the cases the follo7ing areused as the preferred indicators 7hen it comes to measures during thebuilding process0

- Category of building parts3 @uantity siQe3 area- Category of process3 supplier and organisation- "ealth3 safety and 7or+ en,ironment

&(2(* End user "enefitsIn relation to measures 7hen the project is finaliQed the preferred indicatorsin one case are0

- &afety- Thermal @uality

- Impact on air @uality- 4ightning @uality- Acoustic @uality- Resource control and project management - "ealth3 safety and 7or+

en,ironment - En,ironmental impact emissions

$hen finishing building projects in one of the case enterprises3 they al7aysma+e a final internal project report3 7hich describes project facts3 buildingprocess3 results and e?periences about0

- &hort project description- Project organisation- Foal achie,ement economy3 @uality3 healthBen,ironmentBsafety3

7aste- &ubcontractors and important suppliers- Changes- De,iations

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- Important obser,ations- E?perience figures from the production- !uilding o7ners e,aluation

The impression is that the most important indicators for the clients arerelated to no accidents and the en,ironment

In another case #ey Performance Indicators #PIs 7hich 7ere deli,ered tothe client after e?ecution0

Actual construction time in relation to planned construction time

Actual construction time incl remediation of defects in relation toplanned construction time

Remediation of defects during the first year after handing o,er

'umber of defects recorded in the handing-o,er protocol3 classifiedaccording to degree of se,erity

Accident fre@uency per billion D##

$or+ intensity3 man hours per m.

4abor producti,ity Changes in project price during the construction phase

&@uare meter price

Customer satisfaction 7ith the construction process

#PIs 7hich 7ere deli,ered after construction to the contractor0

Actual construction time in relation to planned construction time

Actual construction time incl remediation of defects in relation toplanned construction time

Remediation of defects during the first year after handing o,er

'umber of defects recorded in the handing-o,er protocol3 classifiedaccording to degree of se,erity

Accident fre@uency per billion D##

Customer satisfaction 7ith the construction process

The chosen indicators are the result of a thorough in,estigation into thecriteria 7hich can be used to e,aluate the 7or+ on a building site They arebased on criteria normally used by contractor companies The indicatorsaddress the building as a 7hole for e?ample construction time3 the processon the site for e?ample accidents and the different parts of the building for e?ample defects

The indicators used in the assessment of energy efficiency are the energydemand limits defined in three classes of energy demand in the Danishbuilding regulations .//9 The classes are defined by the o,erall energydemand of the building di,ided 7ith the heated area of the building The setof +ey figures that defines of the energy demand of the building are theindicators in the energy efficiency labelling system E;) They concern theenergy demand for heating the building3 hot 7ater3 cooling3 ,entilation and ifnecessary lighting

In one case the indicators are calculated and used for assessments duringthe operation of the concrete building The most important data are theyearly costs for

maintenance3 supplies 7ater3 electricity3 heating3 cleaning3

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common operation3 ser,ices and regular e?penses as ta?

In yet another case se,eral tools 7ere tried &ene#PI is a help formanagement of both ne7 and reno,ation in,estments and use andmaintenance It also gi,es information for resale ,alue estimations It maybe used in comparing different the facilities 7ith each other too and

increases interest to7ards life-cycle based indicators too &enate Propertiesis interested in to increase producti,ity of clients but doesnKt use otherindicators than 7or+ing en,ironment The second approach on indicatorframe7or+s tested in 4appeenranta is =TT ProPX building propertiesclassification =TT ProPX is a building performance classification 7hich canbe used for setting the objecti,es in order to meet client needs The&tructure of =TT ProPX consists from conformity3 performance3 life cyclecosts and en,ironmental pressure Third approach on indicator systems isPromisE It is an en,ironmental assessment system in inland for officebuildings3 apartment houses and retail stores in both e?isting buildings andne7 buildings &ystem also constitutes from an assessment tool o,er the

internet The forth indicator system tested in the case is 4EED 4eadershipin Energy and En,ironmental Design ;ain principle in 4EED is to pro,ide asustainability report for a building End-user feedbac+ 7as collected as afifth system because 7or+places are foreseeing future changes inorganisation and ensured the possibilities3 to interacti,ely and positi,e trainof personnel for future changes This fifth approach of using Post)ccupancy E,aluation P)E re,ealed follo7ing important opinions formpersonnel after mo,ing to the reno,ated property

Energy indicators are becoming more and more important in inland3 as inthe rest of the 'ordic countries rom the 188/s inland has employed a,oluntary agreement scheme to promote energy efficiency Practical means

ha,e been energy audits3 analyses and certain energy efficiencyin,estments subsidised by the go,ernment Energy agreements ha,epro,ed to be effecti,e The energy efficiency agreements are mainly madefor energy intensi,e industry sectors Currently in force are the ones for theindustries3 municipal3 oil3 goods transport Y logistics and public transportThe housing sector property sector has an older energy conser,ationagreement The agreements consist of frame7or+ agreement and actionplans A company joining the agreement ma+es the commitment toimplementing them )ne of the actions used in energy agreements is theenergy audit Energy audits are used to e,aluate building energyconsumption and identify energy sa,ing measures Energy audit procedureconsists of start-up meeting3 basic data collecting3 field 7or+3 data analysis3reporting and implementation of sa,ing measures

&e,eral of the case studies ha,e used the indicators belo7 or similar listsin assessing the actual buildings

1 Cost3 price and life cycle economy 4CE11 Capital in,estment3 construction and commissioning costs1. !uilding ser,ice related to operation and maintenance16 !usiness ser,ices related acti,ities in the building

. 4ocation3 site3 plot3 region and country.1 4ocation and address.. Plot opportunities

.6 &patial solution and property aesthetics

. &urrounding ser,ices

.: &ocial ,alues6 !uilding performance and indoor en,ironment

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61 Category of building3 @uantity3 siQe and areas6. &afety and security of burglary66


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G 4ighting G Temperature of supply air G Cooling temperature and cooling po7er G Air flo7 rates G Electricity consumption3 heating energy consumption3 7ater

consumptionin general0 utilities consumption

G Air @uality3 C).

G Classification of business spaces3 eg I3 II and III according to the use G Indoor ran+ing and classification3 eg Za+1b+.[n+n3 in 7hich

a[n are 7eighting coefficients and +1[+n \ characteristic factors

acility specific #ey Performance Indicators0 G Electricity consumption3 heating energy consumption3 7ater

consumptionin general0 utilities consumption

G ;aintenance costs G Cleaning costs G In,estment costs

G Ta?es3 insurances etc

4oo+ing at the information pro,ided for another case the follo7ing are usedas the main indicators0

- Capital in,estment3 construction and commissioning cost- 4ocation and address-


33/50

, Relation to enterrise and

national "enc!mar/ing

This chapter relates mainly to @uestion .6 in the case study reports Theapplied assessments and tools in the processesJ The aim 7as to arri,e toan understanding of 7hat tools 7ere used to assess and 7hat is assessed3in relation to the objecti,es of CREDIT3 on a project le,el In a fe7 casesinformation has also been dra7n from chapter 66 in the case study reportsApplied assessments and tools in the enterpriseJ This has been done7hen the information in that chapter describes assessment or assessmenttools on an enterprise le,el are used on the project le,el The results ha,ebeen clustered in groups depending on 7hat the projects aim to deli,er3

housing3 educational and office buildings3 hospitals and shopping centres

:1 "ousing

In general there is no national benchmar+ing system specifically targetingthis segment There are a fe7 narro7 benchmar+ing schemes focusing on aspecific area for e?ample3 property ,alue

There are some 7hat more e?amples of assessment tools used in relation tothe enterprise le,el3 but e,en there it is difficult to see a common path It iscompany specific

There are some companies that are using for e?ample &CI3 but they all usethere o7n set of indicators

In most cases the assessments carried out ha,e only been project specific Although in case The e?perience and +no7ledge gained form thisdemonstration project 7ill be used and disseminated to other housingorganisations It is primarily the methods and tools for in,ol,ing andcapturing the users need and the assessment of 7hether the buildingproject has succeeded 7ith realiQing those needs that 7ill be used in otherpublic housing projects

The e?perience from the project 7ith user in,ol,ement and user inno,ationand the de,eloped tools are as rele,ant for enterprises such as processconsultants3 architects as they are for the housing organisations Thee?periences from the project ha,e been disseminated in publications onuser dri,en inno,ation 7ith architects as the target group

:. Educational and office buildings

The indicators in one of the cases sho7 ho7 it is possible to e,aluate the

process on the building site after the final deli,ery They gi,e the client andthe companies an insight and information about the e?ecuted 7or+ Theresults can be used for altering procedures 7ithin the contractor and a futureclient the possibility to e,aluate potential contractors for ne7 contractsurthermore the #PILs form the basis of a benchmar+ system The

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calculated #ey Performance Indicators #PILs form the basis for a gradeboo+ for the indi,idual company or the go,ernment3 politicians and thebuilding industry the #PILs gi,e the possibility for a general o,er,ie7 ofde,elopment in the building industry concerning the e,aluated topics

Increased interest in energy consumption has3 for e?ample3 resulted in that itis mandatory for The Danish E;) The

In one case the #ey Performance Indicators are used for comparing theoperation of the actual period 7ith former periods and budgeting the comingperiods urthermore the resulting #PILs are used as the basis for seminarsand 7or+shops 7here the participating members of the net7or+ e?changee?periences and get information to reduce costs or increase the @uality ofthe operation &ome of the information go to the press or are used inconnection 7ith general statistics concerning costs of the operation of abuilding An e?ample is political discussions in connection 7ith budgetingne?t yearLs e?penses to operation of a single building or a group ofbuildings The #PIs are also used in tal+s 7ith the companies 7ho are doingthe actual 7or+ and the ser,ice pro,iders

At the moment one of the client organisations has difference indicatorsystems for different phases of the project The objecti,e is to harmoniQe theuse of multiple indicator systems

$hen facility mangers in another of the client organisations do theirbenchmar+ing they compare 7ith other buildings in their portfolio3 not 7iththe numbers from the national benchmar+ing net7or+s In eachgeographical region the facility managers meet t7ice a year In thesemeetings the +ey indicators are used as discussion pointsK A challenge 7ithnational benchmar+ing is the apple and pearsJ problem A major problem isthat there are substantial differences 7hen it comes to le,el of maintenanceThis organisation belie,es that their buildings ha,e a relati,ely e@ual le,el of maintenance If attention is not paid to this matter benchmar+ing can resultin misguiding recommendations !uildings 7ith too lo7 historicalmaintenance e?penses can become best practice 7hen maintenance le,elis not ta+en into account

:6 &hopping centres

T7o of the casesK contribution to the CREDIT project in,ol,es 1 Indoor airand energy efficiency-related measurements carried out during the autumnseason .//9 and 7interBspring season .//8 in t7o shopping malls The

companies ha,e their o7n facility management and energy managementsystem3 but it is not detailed enough at the moment to find out somede,iations3 malfunctions or operation errors on-line The main interest of theparticipant is to find rele,ant indicator to manage and control technical

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performance of real estates and also share the costs by proper 7aybet7een the customer shops The le,el and type of e?isting buildingautomation system ,aries depending on the target The third goal 7as toanalyQe 7hat +ind of changes or additional installations sensors etc isneeded to impro,e the facility management3 including reporting There areno general information dealing 7ith shopping malls a,ailable G also thegenerally accepted performance le,el classification and indoor conditionsran+ing is missing3 but ,arious retail chains and shopping mall o7ners ha,e

their o7n procedures and concepts3 but in most of the cases these conceptsare not public The building codes and indoor air classification determine thegeneral re@uirements3 but eg the o,erall commissioning C? proceduresare not in use at the moment

: "ospitals

'o information

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"jecti'es and inno'ation for

future imro'ements

This chapter relates mainly to @uestion . in the case study reports Theapplied assessments and tools in the processesJ The aim 7as to arri,e toan understanding of 7hat tools 7ere used to assess and 7hat is assessed3in relation to the objecti,es of CREDIT3 on a project le,el In a fe7 casesinformation has also been dra7n from chapter 6 in the case study reportsApplied assessments and tools in the enterpriseJ This has been done7hen the information in that chapter describes assessment or assessmenttools on an enterprise le,el are used on the project le,el The results has

been clustered in ? groups depending on 7hat the projects aim to deli,er3housing3 educational and office buildings3 hospitals and shopping centresThe results are sub-di,ided into three parts building on the carpenter model3end-user re@uirements and needs analysis3 project realisation and userbenefits

51 "ousing

The e?periences from one case study indicate that 7hen you focus on theend-users re@uirements and 7or+ 7ith a joint ambition positi,e effects canbe achie,ed The result is good concerning the product3 the time-scheduleand the economy These are hea,y arguments to de,elop different +ind ofcollaborati,e and learning organisations and teams

The methods and tools for in,ol,ing and capturing the end users opinionsand needs is one of the e?periences that is gathered and disseminated tobe used in other housing organisations that is part of Almen'et Inno,ationnet7or+ for public housing organisations in Denmar+ as a part of thenet7or+Ls guidelines L!eboerdemo+ratis+ process /.L Participatorydemocracy for the residents The e?periences are also gathered in apublication G LA model for ,alue creation in the building industry that 7asone of the planned results of the project This model and the guideline 7ill

be tested and de,eloped further through the use of other housing projectsThe objecti,e 7ith Almen'et is this to further learning processes in publichousing3 and to de,elop methods and processes that 7ill impro,e the userLssatisfaction 7ith their d7elling and housing area The inno,ation strategy of


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The main finding3 for the future3 7hen it comes to the projects concerned7ith housing is to ensure that the lessons learned are fed bac+ into thesystem and used in coming projects

5. Educational and office buildings

There are se,eral indications that there 7ill be a need in the future to ensurenot to put too much burden on the different parties in the construction

process There are for e?ample suggestions that in order not o simplify the7or+ 7ith collecting data and free the companies for the 7or+3 letting theclient be responsible for the collection and registration of the data &imilarlythere ha,e been actions to impro,e indicator performance by getting theoccupiers ,ie7s As said in another case The ,ision is to use fe7erresources to collect data and more resources on analyQing themJ )nepossible 7ay for7ard3 7hich has been put for7ard in one of the cases3 is toma+e use of the data collected for and stored in the !I; database Animportant aspect is to get the systems to communicate seamlessly The ideais not to create a data 7arehouse3 but a system that collects data as neededfrom subsystems There are also e?amples 7ere company specific systems

can be used for collecting project specific data automatically3 although notbeing used at its full potential at his point

)ne area that sho7s an increased attention3 and that is li+ely +eep onincreasing3 is to measure energy consumption3 en,ironmental impact etcThere are programs being de,eloped In one3 the objecti,e 7ith theDirections for energy efficient building is to establish an e?perience 7ithdifferent solutions for energy efficient building and gain +no7ledge about7hether the le,el of ambition is reachable and if it increases the costs$ithin the same program3 due to changes in the le,el of ambition3 it hasbeen judged to be to detailed The assessment tool !e/5 is the same in thene7 energy strategy as it 7as in the directions for energy efficient buildings

The assessment method is also the same 7ith calculations of the energydemand of the planned building made after e,ery phase in the buildingprocess from the brief to the handing o,er done by an impartial third partThe assessment tool !e/5 is the same in the ne7 energy strategy as it 7asin the directions for energy efficient buildings The assessment method isalso the same 7ith calculations of the energy demand of the plannedbuilding made after e,ery phase in the building process from the brief to thehanding o,er done by an impartial third part

rom another case it has been found that future use and changes has to beassessed as these 7ill affect the energy consumption as 7ell as theen,ironmental impact This case also sho7ed the necessity of measuringo,er some consecuti,e years as to get reliable ,alues

In reno,ation it is a little bit different but3 it is not complicated to e,aluate theinfluence on energy3 electricity and 7ater consumptions !esides3 thereno,ation also realised indoor en,ironment changes3 particularly in indoorair @uality The higher target le,el in indoor en,ironment may also causealterations because of e?tra ,entilation periods The issues described earlier could be studied in eg an energy audit or in an inspection for energyperformance certification and it could be clarified ho7 energy efficient thebuilding really is and is there some potential for energy efficiency or indooren,ironment impro,ements The understanding of energy consumption

beha,iour is ,ery important in long run3 and may help to detect faults inbuilding systems before large damage e?ists

It is e?pected that the clients in the future 7ill demand more detailed andfre@uent information 7hen it comes to safety and en,ironmental aspects

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56 &hopping centres

To determine the +ey performance indicators in the le,el of single spaces isnot any unambiguous tas+ in the shopping centres The needs of the shopsare different G the performance of the systems must be mirrored against there@uired ,alues $hen it all comes around 7e ha,e to recognise that the+ey issue of the o7ner is optimiQing the cooling and share the costs inproper 7ay in this particular case study !ased on the results a procedure

can be created for monitoring and increasing the shops acti,ity control fortheir utility consumption In the future3 also the reflections to +eyperformance indicators #PI]s and the ,alidity of these #PI]s 7ill bediscussed

The results sho7ed that first some adjustments should be done in case of,entilation system and cooling con,ectors The systems should be broughtto operate by correct 7ay and in proper le,el Probably same type ofproblems occurs in other shopping centres It also means some ne7concepts 7hen designing building automation systems and installations andfacility management systems Also the o7nerKs re@uirementsJ should be set

more detailed than at the moment In shopping centres the buildingcommissioning C? procedure should sho7 its usability if it 7ould be used

5 "ospitals

A systematically e?change of +no7ledge is on the 7ishing list The+no7ledge e?ists in the head of the people3 e?plains the manager of endusers The end user project leader thin+ it 7ould be interesting 7ith ane,aluation system as 7ell 7hat is it people really say 7hen they say thatsomething is not goodWJ

The end user project leader e?perience that the structure of the role andresponsibilities of different participant 7ere sometimes fussy As 7ell to ha,ea continuous contact 7ith one person in the real estate company3 manypeople come and 7ent during the project The end user project leaderbelie,es that a full understanding of the conse@uences of sa,ings andchanges 7ere often lac+ing

The project leader considers that too many end users often are in,ol,ed inprojects $hen too many people are in,ol,ed it becomes hard for them toma+e decision about 7hat the real needs are They need supportcontinuously during the project To ha,e an end user as the lin+ bet7een the

end users organisation and the project organisation is positi,e If aprofessional inform them they often got an attitude li+e the builderJ isma+ing a mess The end users tend to accept the messageBcircumstancebetter if an end user deli,ers the messageJ

Important 7ords to succeed 7ith end user participation are0 engagedparticipants and good communication It is also important to ha,e a 7ellstructured project organisation3 the project do not 7or+ 7ithout it3 e?plainsthe project leader Decision paths and rights ha,e to be clear and follo7edInformal decision ma+ing paths should not e?ist

The project leader belie,es more in goals than in ,isions though goals ha,e

to be obtained And further that the professionals ha,e to be better toe?plain the construction process for and better to support the end users

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7 #iscussion and conclusion

This chapter relates the result from the case studies to the Carpenter model

irstly the result from the case studies 7ill be discussed in relation to thethree main assessment phases of the project process3 the assessment

of end-user needs and re@uirements during project e?ecution of the fulfilment of end-user needs and re@uirements

After that there 7ill be a discussion on the benefits of the differentassessment phases in light of the assessment of the o,erall processensuring a learning process that enables continuous impro,ement andinno,ation In this section 7ill also the connection to business specificassessment tools and national benchmar+ing systems

1 Assessment of end-user needs andre@uirements

The literature re,ie7 sho7ed that there are a number of different methodsfor managing end users that could be used for parts3 but that there are ,eryfe7 that attempts to co,er the 7hole process ;ost methods e?ist in theearly and in the late phases )ne commonality of the tools is that almost allsee+ to increase the communication bet7een the sta+eholders in the projectby meetings and inter,ie7s ;any of the methods are built on @uite comple?

systems of data gathering and analysis systems that re@uire +no7ledge andpractice to manage Another difficulty that many of the methods are trying to3in different 7ays3 understand end users real needs and re@uirements of abuilding It becomes ob,ious 7hen reading about all this methods that thereare difficulties in understanding issues of subjecti,e nature In the CREDITproject indicators for measuring and benchmar+ is the primary focus In theearly phases not many methods see+s to measure the outcome of thephase The measuring bet7een the brief and design performance oftenconcern the process or product fe7 concern the design @uality aspects suchas satisfaction3 inno,ation or aesthetic appearance

In the cases reported 7ithin the CREDIT frame7or+ there has not been any

use of the methods found in literature to assess the end-user needs andre@uirements The information gathering tools commonly used in theidentified methods ha,e been used though Inter,ie7s3 @uestionnaires and7or+shops ha,e all been used in many of the cases presented The toolsha,e been used in both the cases 7ere the users been +no7n in ad,anceand 7here they ha,e not

There are some differences in the application of the tools bet7een differenttypes of end products There ha,e also been different approaches 7ithin thesame type of end products In housing projects 7here the users are +no7nand included the tools used ha,e included more face to face communication

7ith a high degree of pedagogic elements included &ee for e?ample theDanish Case &tudy D#/63 7here the users e,en ha,e been included inde,eloping certain parts of the project more acti,ely In the cases 7here theusers at the start of the project ha,e been un+no7n the approach ha,e beento combine general information on user needs and re@uirements3 often

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gained through sur,eys3 and in-house +no7ledge gained from day-to-daycontact 7ith e?isting users combined 7ith results of e,aluations among thee?isting users for e?ample through &CIs

In en,ironments 7here the users are of a more professional nature3 fore?ample in offices3 hospitals and schools3 similar approaches on engagingthem 7hen they are +no7n There seem to be a stronger belief though thatthe professional users should be better in defining their needs and

re@uirements $hether or not this is the case can not really be seen fromthe cases

Indicators used 7ere mainly related to .1 G 4ocation and address3 .. - Plotopportunities3 .6 - &patial solution and property aesthetics3 . -&urrounding ser,ices3 .: -&ocial ,alue3 61 G Category of building3 @uantity3siQe and area3 6. G &afety and security of burglary3 66 G


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- Category of process3 supplier and organisation- "ealth3 safety and 7or+ en,ironment

6 Assessment of the fulfilment of end-userneeds and re@uirements

In occupancyB; the balance bet7een methods for in,ol,ing end users and

measure is better than in other phases In general there are a number ofdifferent assessment methods ha,e been used In the cases reporting inregard to housing established methods as &atisfied Customer inde? &CIand Positi,e Customer Inde? PCI as 7ell as tailored systems In somecases it 7as carried out in-house 7hile in others e?ternal consultancies7ere used These methods do not focus on assessing a specific though3 butthe o,erall assessment on ho7 users found the deli,ered products orser,ices in general

In the cases from educational and office buildings the assessments 7ere insome cases used for specific projects In those cases standardised@uestionnaires 7ere used to get customer feedbac+ on deli,ered products

and ser,ices 7ith the aim of finding out 7here correcti,e actions 7ereneeded and areas for impro,ement in the future

)ne case reported on a system for submitting #PIs mandatory for clientsresponsible for state and non profit housing These #PIs are supposed to beused in the future 7hen assessing proposals

In the cases reporting on shopping centres the assessments 7ere on atechnical le,el for e?ample on thermal conditions3 the @uality of indoor air3acoustic conditions and lighting conditions

Indicators related to the housing cases are rather di,ers In the case relatedto educational and office buildings and shopping centres again are close tothe Credit list There may be a slightly stronger focus on the technicalaspects than on the softer issues

!enefitting from assessment on a projectle,el

Assessing the need of en users and the le,el of fulfilment of those needs areessential aspects of construction and real estate projects There are manypit falls to o,ercome for e?ample different understandings of ,alue amongthe actors3 different professional languages etc In the cases reported thereare ,arious approaches to deal 7ith this3 if nothing else traditional projectmanagement assessments such as time3 cost and scope In order toimpro,e the le,el of fulfilment as 7ell as the assessment methods it isimportant to ensure that the professional actors learn continuously and usethat increased +no7ledge to impro,e A systematically e?change of+no7ledge is as+ed for The +no7ledge e?ists in the head of the people3e?plains the manager of end users To achie,e this it is of utter mostimportance that there are structured methods of feeding bac+ the +no7ledgegained3 both on fulfilling end user needs and the assessment methods used3into the process In none of the cases reported any such structured

approach has been e?plicitly described

In the ,ie7s of ho7 the respondents 7ant it to 7or+ in the future a number of issues ha,e been put for7ard on ho7 to achie,e this3 in 7hole or in parts

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There is common understanding of that there 7ill be a need in the future toensure not to put too much burden on the different parties in theconstruction process As said in one case The ,ision is to use fe7erresources to collect data and more resources on analyQing themJ )nepossible 7ay for7ard3 7hich has been put for7ard in one of the cases3 is toma+e use of the data collected for and stored in the !I; database Animportant aspect is to get the systems to communicate seamlessly3 )nearea that sho7s an increased attention3 and that is li+ely +eep on increasing3

is to measure energy consumption3 en,ironmental impact etc

The main finding3 for the future3 7hen it comes to the projects concerned7ith housing is to ensure that the lessons learned are fed bac+ into thesystem and used in coming projects

: Conclusions

A generic model for the capture and assessment of end-user re@uirementsand needs3 the carpenter model3 has been de,eloped3 see figure 8 The

main determinants of the model is the need for the project organisationincluding the facilities management organisation to ensure a thoroughunderstanding of the end-user re@uirements and needs as 7ell as anassessment through out the project process

igure 8 The carpenter model

There is a fe7 other general issues that also are important to deal 7ith Theend-users and the project organisation are often 7or+ing in t7o different,alue chains This3 among other things3 means that they may not share acommon understanding of the process And this needs to be dealt 7ithaccordingly The other issue is the need to continuously impro,eperformance Apart from just assessing to 7hat e?tent the re@uirements andneeds has been achie,ed it is important to assess the process ofaccomplishing the desired result This 7ay it is possible to learn from 7hathas 7or+ed 7ell and 7hat has not

As stated in report 13 state-of the art3 the literature re,ie7 sho7ed that thereare a number of different methods for managing end users that could beused for parts3 but that there are ,ery fe7 that attempts to co,er the 7holeprocess ;ost methods e?ist in the early and in the late phases The

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methods that attempt to co,er the 7hole process are not ,ery 7ell tested inreality

Commonalities of the methods and tools0 M &ee+s to increase the communication bet7een the sta+eholders M !uilt on @uite comple? systems of data gathering and analysis systems M Impro,e the understanding of the end users real needs and

re@uirements

Differences of the methods and tools0 M if the process is regarded dynamic or static M if the focus should be on the indi,iduals e?perience and need of the

building or if the focus should be on an organisational le,el

7(,(1 Contetual deendenciesThere is some ,ariation in 7hat i and ho7 it is being assessed depending on7hat type of building it is Assessments on housing are more inclined tofocus on softer aspects3 for e?ample perception etc In the other cases thereare3 generally3 a more technical perspecti,e It may be an affect of ho7

+no7ledgeable the users are In regard to housing

SBi 2010-17 - CREDIT Report 4 Assessment.docx

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