Developing a Reference Framework for Claim Management Office: A Multi-Method Approach of an International Construction Firm

A claim management office (CMO) is a new intra-organisation fit based on an organisational project (OPM) approach and deals specifically with improving performance. However, CMOs are either misunderstood or often overlooked in construction companies, mainly due to ignorance of the OPM context but further exacerbated by lack real case study research how adopt these organisations. To address this knowledge gap, present integrates ambidexterity X-inefficiency theory (due organisation intra-firm irrational decisions when managing such claims) generate reference framework for CMO probing its implementation within international firm. multi-method approach, including single (a firm which adopted CMO) internal external expert panels, was used sampling, data collection, analysis validation framework. The provides perspectives construction-related companies practitioners can structure, enables them improve claims performance planning three interrelated activities, viz. function-, process- performance-based. Theoretically, findings also contribute theories, specifically, different influences among framework’s elements lead better as plausible roadmap future work.