Project Feedback as a Tool for Learning

Sami Kärnä1 & Juha-Matti Junnonen2

1Researcher, Construction Economics and Management, Helsinki University of Technology, P.O. Box 2100, Finland, Phone +358 9 451 5034, sami.karna@hut.fi
2Research Manager, Construction Economics and Management, Helsinki University of Technology, P.O. Box 2100, Finland, Phone +358 9 451 3745, juha-matti.junnonen@hut.fi

Abstract

In construction, project feedback has often been seen primarily as a means to measure customer satisfaction. Even though the measurement of customer satisfaction is an important factor, feedback information also has other purposes, for example, it highlights the frailties of the operations. With the help of the feedback information, companies can uncover development targets and develop their own competencies and co-operation competencies. Thus feedback information is also a vehicle for sharing knowledge about experiences and good solutions and thereby operates as a part of knowledge mechanism and learning. Construction can be characterized as a specific type of project industry, with specific features concerning production, such as temporality, bounded location and one-off products.From the point of view of learning, the uniqueness and temporality of the project organization bring their own challenges and difficulties. In this article we concentrate on how those challenges and difficulties can be overcome with the help of feedback information.The questions of this paper are defined as follows: • How does the uniqueness and temporality of a project organisation affect the learning processes? • How can feedback be used to intensify knowledge transfer and learning for the parties of the construction project?

Keywords

Feedback, Customer satisfaction, Learning organization

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Reference

Kärnä, S. & Junnonen, J. 2005, 'Project Feedback as a Tool for Learning' In:, 13th Annual Conference of the International Group for Lean Construction. Sydney, Australia, 19-21 Jul 2005. pp 47-55

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