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Paper w78-2003-129:
Customer relationships management in AEC sector

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Ercoskun K, Kanoglu A

Customer relationships management in AEC sector

Abstract: Quality is the major guide for enterprises in terms of competitive strength of organizations in the information age. While globalization increases its impact throughout the world, the term “Quality” expands its meaning and the cultural and social aspects of quality becomes the most important contributors of the product quality. The customer orientation of the finished product and after sales service is becoming vital in terms of marketing. Industrialized sectors had been providing solutions in that sense under the Total Quality Management (TQM) principles since the early 80’s. For the Architecture/Engineering/Construction (AEC) sector, several managerial tools and techniques has been adapted but these partial solutions do not perform well enough as they did success in other industrialized sectors. This is probably because the need for an enterprise-wide customer orientation infrastructure is not yet proposed. This paper discusses the early concepts about a “Customer Relationships Management” (CRM) model for the AEC sector which, CRM to be the foundation for TQM; issuing that CRM is the key enabler for any tool or technique towards quality and industrialization. .



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Permission to reproduce these papers has been graciously provided by the University of Auckland. The assistance of the editor who provided the full texts and the structured metadata, Dr. Robert Amor, is gratefully appreciated.


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