Abstract
A simple and cost effective business analytics schema developed in this study provides a basis for observing how demographic and commercial environmental impacts affect building control customer services. In order to overlay environmental impacts onto building control services, schematic mapping of resource distributions and services were plotted according to corporate jurisdiction, corporate virtues and customer type characteristics. Quantitative and qualitative surveys were conducted on corporate staff and material resources, business performance measures and targets, building control service manager observations and demographic and commercial environments. Results from this research provide a single view corporate map of people, material resources, and service performance in relation to customer characteristics, while reaching out to better understand the building control customer experience, general public expectation and market influences. In this regard, this research can provide a foundation for realising corporate virtue aspirations.
Highlights
This paper presents a new approach stemming from a business analytics case study on how demographic and commercial environments affect corporate services
Corporate virtues are aspirations for building control customer services [6] that refer to the QBCC vision to be recognised as the best and most respected regulatory service provider in Australia, its purpose for peace of mind and its core values which put customers first, unleash potential, to be courageous, to put ideals into action, empower people, provide a safe and healthy working environment, with an emphasis on the building control customer service value chain
This inductive research is dependent on available information and historical data to develop insights into building control customer service conventions from past performance
Summary
This paper presents a new approach stemming from a business analytics case study on how demographic and commercial environments affect corporate services. The research methods referred to in this paper offer a low impact, cost effective, quick and easy approach to business analytics. The purpose of the research project is to identify how building control services can more effectively respond to changes in demographic and commercial environments, service resource distribution realities and performance indicators and identified corporate virtue aspirations and benefits to customers, in the process. The results of this research offer the Queensland Building and Construction Commission (QBCC, Australia) insights on demographic and commercial influences concerned with building control customer services. A conceptual framework has been developed for mapping resource distributions, performance measures, and corporate virtue aspirations, upon which future research can be based
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