Performance Indicators for the Claim Management of General Contractors

The purpose of this study is to investigate performance indicators to measure the effectiveness of claim management for construction projects. As current construction projects become larger and more complex, claim management becomes more diverse and essential for the success of the project. Although claim management has been the subject of many previous studies, few studies have investigated the performance indicators for claim management. By interviewing 21 industry practitioners from 10 companies in South Korea who have expertise in claims, this study proposes performance indicators for claim management based on the issues within various claim management processes. The proposed indicators are validated both qualitatively and quantitatively and proven to diagnose the process of claim management appropriately. These indicators are helpful in monitoring and controlling companies’ claim management, which will contribute to managing claims more effectively.