Application of experiential knowledge and personal constructs into construction claims management

Construction industry is known as a knowledge-intensive, where much of construction knowledge is tacit in nature based on experience. Nevertheless, sharing and applying of Experiential Knowledge (EK) and Personal Constructs (PC) to managing construction projects is lacking. Construction projects will inevitably involve claims, where due to presence of knowledge deficits of professionals in the industry, Claims Management (CM) has become a challenging task for contractors. Thus, the research aimed to explore the applicability of integrated EK and PC approach within the organisational culture towards successful CM practice. A qualitative approach inclusive semi-structured detailed expert interviews was attained in pursuing the research aim as the data collection tool. Data collection was limited to Grade C1 and above contractors in Sri Lanka. Literature findings disclosed the significance of applying previous project experience, role of organisational culture and role of PC in the construction industry. Expert interviewees established that CM is a knowledge-intensive core practice in the construction sector. Accordingly, the research study developed a framework indicating the relationships and applicability of Experiential Learning (EL), PC, Knowledge Sharing (KS) and Shared Learning concepts along with reusable project knowledge and EK towards each phase of CM process within the knowledge centred organisational culture.