Root Cause Analysis of the Most Frequent Claims in the Building Industry through the SCoP₃E Ishikawa Diagram

Abstract

If the expectations of the project parties are not met, costly legal claims can ensue. Claims are unpredictable, so identifying the most common claims from past experiences and their root-causes could be a sound policy for the proper claim management process. With the aim of helping project participants incorporate integrative claim management strategies before initiating a new project, this study identified the most common claims in Iranian construction projects and their root causes. A comprehensive literature survey identified eight major areas from which claims arise most frequently. It then incorporated the literature with interviews, and found 80 claims as the most frequent claims in the Iranian building industry, originating with the contractors. Finally, through a root cause analysis utilizing the Ishikawa method, supported by brainstorming, the causes of the claims were identified and classified into four categories: delays, changes, errors or omissions in project documents, and a lack of coordination between participants. The results can enable local and international parties to take strategies before getting involved in Iranian building projects or to reduce the negative effects of known problems with more effective planning.