THESIS
2015
xi, 110 pages : illustrations ; 30 cm
Abstract
PPPs are widely used around the world in the provision of public works and services. A large
number of PPP projects have been successfully developed in different sectors, providing
increased value for money for government departments and general publics. However, PPP
projects have excessive risks compared to the traditional procurement approaches. Many projects
in developed and developing countries have suffered service quality failures due to various
unforeseen risks. Service quality failure in PPP projects can result in huge losses to the host
government and the general public, and ultimately reduce the popularity of PPP projects.
Therefore, service quality has become a concern for governments and the general public in
relation to using the PPP approach to deliver infrastructu...[
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PPPs are widely used around the world in the provision of public works and services. A large
number of PPP projects have been successfully developed in different sectors, providing
increased value for money for government departments and general publics. However, PPP
projects have excessive risks compared to the traditional procurement approaches. Many projects
in developed and developing countries have suffered service quality failures due to various
unforeseen risks. Service quality failure in PPP projects can result in huge losses to the host
government and the general public, and ultimately reduce the popularity of PPP projects.
Therefore, service quality has become a concern for governments and the general public in
relation to using the PPP approach to deliver infrastructure projects.
In this study, an overview on risk management in PPP projects is first provided, acting as the
foundation of the following study. A service quality management approach is then developed
based on the risk management systems used in PPP projects, containing a performance
monitoring framework and execution procedures. Since service quality evaluation is the core
mission of service quality management, a framework for service quality evaluation is proposed
based on the EFQM excellence model, including process evaluation and results measurement. In
the end, a compensation estimation framework and corresponding mathematical model are
developed based on a market value approach, in which a compensation model using a discounted
cash flow technique that integrates multiple input and output variables and probabilistic
techniques, such as regression analysis, maximum likelihood analysis and Monte Carlo
simulation, is used to analyze and address the uncertainties associated with certain socio-economic and project performance variables. This model is expected to facilitate the host
government and concessionaire in effectively solving the compensation issues arising from the
service quality failures of PPP projects.
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