Ashta, S; (2007) Relationship management between client and contractor in Delhi Metro Rail Corporation Ltd (DMRC), India. Doctoral thesis , UCL (University College London).

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Abstract

The research is about the relationship management between the client and contractor for the Delhi metro rail project and how it can be made stronger. Within RM the focus is on client satisfaction, expectations from each side, trust, understanding, cooperation and relationship building efforts. The aim was to study the RM model adopted and assess whether it helped build a long-term relationship. The modes of assessment were the intangible aspects of relationships described in terms of expectations, perceptions and the added value. To evaluate these characteristics, the gap analysis approach was modified to suit the context of DMRC and the theoretical study. The gap analysis helped to compare the expectations and satisfaction from the client and the respective perspective of the contractor. A structured interview has been used as the tool to carry out this research. In all there were 12 interviews divided between 3 contractors and 3 project management teams. The answers collected were subjective and open-ended to obtain maximum authentic information. The analysis of this research reveals that the hypothesis that good relationship management between client and contractor exists in DMRC has many gaps in the areas of expectation and satisfaction, understanding, relationship building, trust, cooperation and coordination. The results point towards the fact that long term relationship building is important to sustain service quality and added value. For this incentives need to be given by the client to contractors who have performed well for them before. Further conclusions were drawn from the analysis saying that a cooperative stand is required from the client to overcome problems of RM to establish long term harmonious relationships.

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