Akintola Akintoye, Professor of Construction Economics and Management, Dean of School of Built and Natural Environment, University of Central Lancashire, UK; Joint Editor of Journal of Financial Management of Property and Construction, Joint Coordinator of CIB TG72: Public Private Partnerships...

Process-based thinking commonly focuses on enhancing the efficiency of processes, while it is often criticized for not paying enough attention to the customer. This paper argues that customer complaint information can be used as a basis for customer-focused process improvement. Thus, it is not...