Costomer focus in the project communications management (on the example of house building)

Authors

  • Тетяна Григорівна Фесенко O.M. Beketov National University of Urban Economy in Kharkiv street Revolyutsії, 12, Kharkiv, Ukraine, 61002, Ukraine
  • Дмитро Михайлович Мінаєв O.M. Beketov National University of Urban Economy in Kharkiv street Revolyutsії, 12, Kharkiv, Ukraine, 61002, Ukraine

DOI:

https://doi.org/10.15587/1729-4061.2014.28032

Keywords:

managing expectations, stakeholders, beneficiaries, communications, building project

Abstract

Current researches on forming high-quality living space in the context of the anthropocentric concept of building were analyzed. Peculiarities of communications management in housing projects were described. A communicative model for housing project management was outlined. Information model of housing project management by structural decompositions of subjects, objects and processes was presented. A comparative analysis of the structure of the processes of field of knowledge “Project communications management”, presented in the fourth and fifth editions of PMBOK was performed. A model of the process of “Identifying project stakeholders” for housing projects with specifying “source information”, “tools and techniques”, “final information” was developed. The basic model of a matrix of needs to work with beneficiaries-residents was improved. It was proved that customer-focused strategy in housing projects can be realized by decomposition of structural models of the process of “Managing stakeholders' expectations”. Tools for improving communications among the builder, designer, contractor and "active residents" was proposed.

Author Biographies

Тетяна Григорівна Фесенко, O.M. Beketov National University of Urban Economy in Kharkiv street Revolyutsії, 12, Kharkiv, Ukraine, 61002

Ph.D, docent

Department of project management in municipal services and construction

Дмитро Михайлович Мінаєв, O.M. Beketov National University of Urban Economy in Kharkiv street Revolyutsії, 12, Kharkiv, Ukraine, 61002

PhD student

Department of project management in municipal services and construction

References

  1. 1. DBN V.2.2-15-2005. Budinki i sporudi. Zhitlovi budinki. Osnovni provisions. (2009). Derzhavni budivelʹni normy. Vveden 2006-01-01. Kyiv: Minrehionbud Ukrainy, 12.

  2. 2. Sotsialʹni vymohy do zhytla (2011). Available: http://dbn.at.ua/news/socialni_vimogi/2011-12-07-122. Last accessed 07.12.2011.

  3. 3. DBN 360-92**. Mistobuduvannya. Planuvannya i zabudova misʹkykh i silʹsʹkykh poselen. (2002). Derzhavni budivelʹni normy. Vveden. 1992-04-17. Kyiv: Derzhbud Ukrainy, 6.

  4. 4. Heyl, Y. A.; Translation from English Kontsern «KROST». (2012). Mista dlya lyudey. M.: Pablisher, 276.

  5. 5. Whitzman, C., Legacy, C., Andrew, C., Klodawsky, F., Shaw, M. Viswanath, K. (2013). Building Inclusive Cities. Women’s Safety and the Right to the City. London: Routledge, 240.

  6. 6. Building Child Friendly Cities. A Framework for Action. (2004). UNICEF Innocenti Research Centre. Available: http://unicef-irc.org/publications/pdf/cfc-framework-eng.pdf. Last accessed 25.03.2004.

  7. 7. Babenko, S. V.; Saint Petersburg State University of Service and Economic. (2013). Sotsial'no-ekonomicheskiye faktory kompleksnogo osvoyeniya territorii v regionakh Rossii. St. Peterburgs, 23.

  8. 8. Krasheninnikov, A. V. (2012). Sotsial'no-prostranstvennaya struktura peshekhodnogo prostranstva. Arkhitektura i sovremennyye informatsionnyye tekhnologii, № 4(21). Available: http://marhi.ru/AMIT/2012/4kvart12/ krasheninnikov/krasheninnikov.pdf. Last accessed 29.08.2014.

  9. 9. Medvedyeva, O. M. (2012). Mekhanizm upravlinnya vzayemodiyeyu v proektakh. Upravlinnya rozvytkom skladnykh system, № 12, 8-17.

  10. 10. Rich, M. I. (2013). Tsinnosti zatsikavlenykh storin v sotsialʹnykh ta komertsiynykh proektakh. Upravlinnya rozvytkom skladnykh system, №13, 45-49.

  11. 11. Romaniv, T. V. (2014). Analysis of the models of communication barriers of complex projects based on value approach. Eastern-European Journal Of Enterprise Technologies, 4(3(70)), 23-28. doi:10.15587/1729-4061.2014.26277.

  12. 12. DBN B.2.2-5: 2011. Blahoustriy terytoriy. (2012). Derzhavni budivelʹni normy. Vveden. 2012-09-01. K.: Ukarkhbudinform, 44.

  13. 13. Fesenko, T. G., Minayev, D. M., Belyatsky, O. V. Usachev, I. S. (2013). Implementatsiya hendernykh pidkhodiv u munitsypalʹni prohramy rozvytku zhytlovo-komunalʹnoho hospodarstva. Materialy III Mizhnarodnoyi naukovo-praktychnoyi konferentsiyi, Kharkivsʹkyy natsionalʹnyy universytet misʹkoho hospodarstva imeni O.M. Beketova, Kharkiv, 23-25 zhovtnya 2013 roku. Henderna polityka mist: istoriya ta suchasnistʹ, Vyp. 4, 238-240.

  14. 14. AGuide to the project management body of knowledge (PMBOK® Guide). (2013). Ed. 5. USA: Project Management Institute, 589.

  15. 15. Rukovodstvo k svodu znanyy po upravlenyyu proektamy (Rukovodstvo PMBOK®). (2010). Amerykanskyy natsyonalʹnyy standart ANSI/PMI 99-]001-2010. USA: Project Management Institute, 463.

  16. 16. Fesenko, T. G. (2012). Activities of functions of building owner: communication context. Eastern-European Journal Of Enterprise Technologies, 1(13(55)), 11-14. Available: http://journals.uran.ua/eejet/article/view/3636.

Downloads

Published

2014-10-23

How to Cite

Фесенко, Т. Г., & Мінаєв, Д. М. (2014). Costomer focus in the project communications management (on the example of house building). Eastern-European Journal of Enterprise Technologies, 5(3(71), 4–10. https://doi.org/10.15587/1729-4061.2014.28032

Issue

Vol. 5 No. 3(71) (2014): Control processes

Section

Control processes

License

Copyright (c) 2014 Тетяна Григорівна Фесенко, Дмитро Михайлович Мінаєв

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

The consolidation and conditions for the transfer of copyright (identification of authorship) is carried out in the License Agreement. In particular, the authors reserve the right to the authorship of their manuscript and transfer the first publication of this work to the journal under the terms of the Creative Commons CC BY license. At the same time, they have the right to conclude on their own additional agreements concerning the non-exclusive distribution of the work in the form in which it was published by this journal, but provided that the link to the first publication of the article in this journal is preserved.

A license agreement is a document in which the author warrants that he/she owns all copyright for the work (manuscript, article, etc.).
The authors, signing the License Agreement with TECHNOLOGY CENTER PC, have all rights to the further use of their work, provided that they link to our edition in which the work was published.
According to the terms of the License Agreement, the Publisher TECHNOLOGY CENTER PC does not take away your copyrights and receives permission from the authors to use and dissemination of the publication through the world's scientific resources (own electronic resources, scientometric databases, repositories, libraries, etc.).
In the absence of a signed License Agreement or in the absence of this agreement of identifiers allowing to identify the identity of the author, the editors have no right to work with the manuscript.
It is important to remember that there is another type of agreement between authors and publishers – when copyright is transferred from the authors to the publisher. In this case, the authors lose ownership of their work and may not use it in any way.