3.1 The recommendations in this Report are intended to benefit clients by improving the industry's performance and teamwork and thereby achieve better value for money. The Interim Report identified clients as the core of the construction process. Clients vary. Some are well informed, know what they want and take decisive steps to achieve it. Some, such as Stanhope, British Airports Authority plc and large retail chains, have emerged as leaders of the construction process, introducing new methods and techniques of procurement and site performance. Some are knowledgeable but not necessarily modern in their approach. Others are feeling their way under new administrative arrangements, including some Government Departments and Agencies. Some know nothing about the construction industry. They need extensive help and guidance to formulate their wishes and then match them to the available budget.
3.2 Clients will commission projects which contribute to their wider objectives. Their wishes will also normally include the following-
1. value for money;
2. pleasing to look at;
3. free from defects on completion;
4. delivered on time;
5. fit for the purpose;
6. supported by worthwhile guarantees;
7. reasonable running costs;
8. satisfactory durability.
Clients do not always get what they asked for. Some are very critical, as Table 1, presented to a construction industry conference on 15th December 1993 by a major procurer in the private sector, made clear.
TABLE 1: WHAT THE PRIVATE SECTOR CLIENT WANTS
Industry Performance Compared to Car Industry
| Wants | Modem Motor Car | Modem Buildings | ||
| Domestic | Commercial | Industrial | ||
| Value-for-money | •••• | ••••• | ••• | •••• |
| Pleasing to look at | •••• | •••• | ••• | ••• |
| (largely) Free from faults | ••••• | ••• | • | •• |
| Timely Delivery | •••• | •••• | •••• | •••• |
| Fit-for-purpose | ••••• | •••• | •• | ••• |
| Guarantee | ••••• | •••• | • | • |
| Reasonable running costs | •••• | •••• | •• | ••• |
| Durability | •••• | ••• | •• | •• |
| Customer delight
| ••••• | ••• | •• | •• |
Source: Presentation by Dr Bernard Rimmer, Slough Estates plc, to a conference organised by "Contract Journal" & CASEC, the Barbican, London, 15th December 1993.
3.3 Such criticisms may be challenged by the industry as exaggerated, or unfair. But if clients express them, the industry has a problem. They must not be ignored. Some clients, including Slough Estates, have taken steps to enhance the level of consumer satisfaction for themselves and their tenants/occupiers.