Abstract
The burden of translating the end-users’ project briefs into the development of functional support facilities that enhance the performance of the core functions of the organisation require the use of dynamic modern project management methods. In the course of developing capital assets, it is inevitable that original designs are modified, some sections redesigned while some facilities or components are out-rightly removed due to budgetary, time or other constraints. It is imperative, therefore, to incorporate the end-users into the development process, so that managing changes, trade-offs, commissioning and project close-outs will be smooth and enhance the achievement of customers’ satisfaction. Customers’ satisfaction, in the context of this paper, is viewed in the light of how effective and functional the completed facilities enhance the performance of the core functions of the organisation. The case study method of qualitative research was used in this research. The research data were collected through semi-structured questionnaire complemented with interviews. The thematic method was used to analyse the interview data. The client and end-users provided information on the level of their satisfaction with the performance of the capital development unit as well as identified some areas of concern that require improvement. Recommendations made include the use of Value Engineering as a project management tool; considered suitable for the management of design or scope changes and ‘trade-offs’, in order to improve on the level of customers’ satisfaction.