شناسایی و اولویت ‏بندی مشکلات فرآیند مدیریت ادعا در پروژه ‏های عمرانی (مورد مطالعه: شهرداری شیراز)

محورهای موضوعی : فصلنامه علمی و پژوهشی پژوهش و برنامه ریزی شهری

افشین بهبودی ¹ (دانشجوی کارشناسی ارشد رشته مدیریت ساخت، مؤسسه آموزش عالی آپادنا، شیراز، ایران)
اردلان فیلی ² (استادیار گروه مدیریت، مؤسسه آموزش عالی آپادنا، شیراز، ایران)

تاریخ دریافت : 1400/05/09 تاریخ پذیرش : 1400/10/18 تاریخ انتشار : 1403/03/01

کلید واژه: ادعا, مدیریت ادعا, پروژه‏های عمرانی, تکنیک DANP,

چکیده مقاله :

پروژه‌های عمرانی مهم‌ترین محرک توسعه زیربنایی جوامع هستند که پیشرفت و توسعه در جوامع بشری نیاز به ایجاد و بهره‌برداری از پروژه‌های عمرانی را روز افزون ساخته است. اجرای پروژه‏های عمرانی نیازمند صرف زمان، هزینه و سایر منابع از سوی عوامل ذیربط پروژه می‏باشد که صرف این منابع خود ایجاد حق و ادعا برای طرفین می‏نماید. در نتیجه موفقیت پروژه‌های عمرانی وابستگی شدیدی به حل موثر ادعاها دارد. هدف از انجام این پژوهش شناسایی مشکلات فرآیند مدیریت ادعا در پروژه‏های عمرانی و عوامل موثر بر آن و رتبه بندی این عوامل بر اساس تکنیک DANP می‌باشد. پژوهش حاضر در زمره تحقیقات کمی قرار می‌گیرد و از نظر هدف کاربردی و از منظر روش توصیفی است. به منظور جمع آوری داده‌های مورد نیاز از ابزار پرسش‌نامه و نظرات 8 خبره شاغل در پروژه‌های عمرانی شهر شیراز استفاده شده است. داده‌های جمع‌آوری شده توسط نرم افزار Excel مورد تجزیه و تحلیل قرار گرفت. بر اساس نتایج حاصل از پژوهش، اسناد ادعا با وزن 216/0 به عنوان مهم‏ترین مرحله از فرآیند مدیریت ادعا شناسایی شد. همچنین عدم نگهداری اطلاعات به صورت مکتوب و سیستم ثبت ناکارآمد هر دو از مرحله اسناد ادعا به ترتیب با وزن 0464/0 و 0439/0 و زمان ناکافی برای تهیه اسناد مربوطه از مرحله اعلان ادعا با وزن 0438/0، به عنوان 3 مشکل اساسی فرآیند مدیریت ادعا شناسایی شدند. بنابر نتایج به دست آمده و مشخص شدن اهمیت مرحله اسناد ادعا و همچنین اهمیت مشکلات این مرحله از فرآیند مدیریت ادعا؛ می‏بایست توجه بیشتری به این مرحله از فرآیند مدیریت ادعا جهت حل مؤثر ادعاهای مطرح شده در پروژه‏های عمرانی داشته باشیم. در عین حال نزدیک بودن اوزان به دست آمده نشان از اهمیت سایر مراحل فرآیند مدیریت ادعا در حل ادعا دارد که نباید از آن غافل شد.

چکیده انگلیسی:

Development projects are the most important driver of infrastructure development of communities, which progress and development in human societies has increased the need to create and operate development projects. Implementation of construction projects requires spending time, money and other resources by the relevant factors of the project, which alone creates rights and claims for the parties. As a result, the success of construction projects is highly dependent on the effective resolution of claims. The purpose of this study is to identify the problems of the claim management process in construction projects and the factors affecting it and to rank these factors based on the DANP technique. The present study is one of the few research in this field and is applied in terms of purpose and descriptive in terms of method. In order to collect the required data, a questionnaire and the opinions of 8 experts working in construction projects in Shiraz have been used. The collected data were analyzed by Excel software. Based on the results of the research, claim documents weighing 0.216 were identified as the most important stage of the claim management process. Also, lack of written information and inefficient registration system both from the stage of claim documents with a weight of 0.0464 and 0.0439, respectively, and insufficient time to prepare the relevant documents from the stage of claim declaration with a weight of 0.0438, are identified as the three main problems in the Claim management process. According to the obtained results and determining the importance of the claim documentation stage as well as the importance of the problems of this stage of the claim management process; We need to pay more attention to this stage of the claim management process to effectively resolve the claims raised in construction projects. At the same time, the proximity of the obtained weights shows the importance of other stages of the claim management process in resolving the claim, which should not be neglected.
 
Extended Abstract
Introduction
Development projects are the most important driver of infrastructure development of communities, which progress and development in human societies has increased the need to create and operate development projects. Implementation of construction projects requires spending time, money and other resources by the relevant factors of the project, which alone creates rights and claims for the parties. As a result, the success of construction projects is highly dependent on the effective resolution of claims.
 
Methodology
The purpose of this study is to identify the problems of the claim management process in construction projects and the factors affecting it and to rank these factors based on the DANP technique. The present study is one of the few research in this field and is applied in terms of purpose and descriptive in terms of method. In order to collect the required data, a questionnaire and the opinions of 8 experts working in construction projects in Shiraz have been used. The collected data were analyzed by Excel software.
 
Results and discussion
Based on the results of the research, claim documents weighing 0.216 were identified as the most important stage of the claim management process. Also, lack of written information and inefficient registration system both from the stage of claim documents with a weight of 0.0464 and s0.0439, respectively, and insufficient time to prepare the relevant documents from the stage of claim declaration with a weight of 0.0438, are identified as the three main problems in the Claim management process.
 
Conclusion
According to the obtained results and determining the importance of the claim documentation stage as well as the importance of the problems of this stage of the claim management process; We need to pay more attention to this stage of the claim management process to effectively resolve the claims raised in construction projects. At the same time, the proximity of the obtained weights shows the importance of other stages of the claim management process in resolving the claim, which should not be neglected.

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