32nd Annual Conference of the International Group for Lean Construction (IGLC 32) - Auckland, New Zealand - 2024

https://doi.org/10.24928/2024/0110

A New Automated System for RFI Processing: Lead Time Reductions and Staff Perception

Oliver Pitman1, Kasun Wijayaratna2 & Cecilia G. da Rocha3

1Alumnus, Faculty of Engineering & IT, University of Technology Sydney (UTS), Australia, [email protected]
22Senior Lecturer, Faculty of Engineering & IT, University of Technology Sydney (UTS), Australia, [email protected] ORCID 0000-0002-4604-7256
3Senior Lecturer, Faculty of Engineering & IT, University of Technology Sydney (UTS), Australia, [email protected] ORCID 0000-0001-6764-1724

Abstract

This paper presents the results of a New Automated System for managing the Request for Information (RFI) process for a Tier 1 Contractor in Australia. A before and after case study entailing two projects was carried out: one using a traditional system based on manual email exchanges (Project S) and one using the new proposed system (Project P). The results show considerable reduction in the standard deviation and average time for completing the requests for information, suggesting a streamlined and more reliable RFI process. Survey results also presented favorable outcomes, with staff noting that Project P encounters fewer delays or instances of unanswered requests. Staff also expressed greater confidence in the accuracy and reliability of responses, along with increased satisfaction regarding collaboration, communication, and the overall performance of the new system. This paper illustrates how lean principles such as “simplify” and “reduce lead time” in combination with a relatively simple innovation can create objective and subjective benefits. Furthermore, it provides practical example showcasing that such innovations do not need to be top-to-bottom driven but can be created and implemented by junior/entering level staff.

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Pitman, O. , Wijayaratna, K. & da Rocha, C. G. 2024. A New Automated System for RFI Processing: Lead Time Reductions and Staff Perception, Proceedings of the 32nd Annual Conference of the International Group for Lean Construction (IGLC 32) , 84-94. doi.org/10.24928/2024/0110

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