David Boyd is Deputy Head of the School of Property & Construction, University of Central England, Birmingham, UK. Ezekiel Chinyio is based at the Univeristy of Wolverhampton, UK.

• Foreword viiGraham Farrant, Chair CCGPreface: buildings are not about building! xChapter 1 Clients in Perspective 11.1 Introduction 11.2 The nature of the problem 21.3 The categories of clients 41.4 What clients want 101.5 A problem of delivery 141.6 Structure of this book 161.7 A concluding remark 18References 19Chapter 2 A Model of Clients 232.1 Introduction 232.2 The basic thesis 252.3 A model of clients 262.4 Fundamental awarenesses and the model 302.5 Model for sector analysis 322.6 Summary 35References 35Chapter 3 The Client at Rest 373.1 Client’s knowledge and processes 373.2 Clients see the world differently 403.3 Organisational knowns 443.4 Normal organisational unknowns 543.5 People in organisations 643.6 Conclusions 71References 71Chapter 4 The Client in Change 754.1 The project means and ends 754.2 Means and ends as values 774.3 Building involves organisational change in the client 844.4 Building involves unknowns that are unformed 874.5 Emotion of change 914.6 Change creates gaps and contradictions 934.7 Means and ends of engagement 964.8 What is to be done? 111References 111Chapter 5 Property Developers as Clients 1145.1 Introduction 1145.2 Business environment of property development 1165.3 Finance and risk of projects 1235.4 Business constitution: strategy to operations 1255.5 Experience of building: from unknowns and contradictions to means and ends 1325.6 Key issues 144References 145Resources 145Chapter 6 Supermarkets as Clients 1476.1 Introduction 1476.2 The business environment: strategy in the world 1486.3 Business structure and processes: the tactical plan 1526.4 Business operation 1556.5 Experience of building: from unknowns and contradictions to means and ends 1586.6 Key issues 161References 162Resources 162Chapter 7 NHS Acute Trusts as Clients 1637.1 Introduction 1637.2 The environment of NHS acute trusts 1697.3 Experience of building: from unknowns and contradictions to means and ends 1817.4 Means and ends of building 1877.5 Key issues 189References 190Resources 191Chapter 8 Governments as Clients 1928.1 Introduction 1928.2 The political domain: service in a political environment 1938.3 The managerial domain 2058.4 The operational domain 2098.5 Experience of building: from unknowns and contradictions to means and ends 2148.6 Key issues 219References 219Resources 220Chapter 9 Airports as Clients 2219.1 Introduction 2219.2 Business environment of airports 2259.3 Business structure processes and operations 2359.4 Experience of building: from unknowns and contradictions to means and ends 2399.5 Key issues 244References 245Resources 246Chapter 10 Housing Associations as Clients 24710.1 Introduction 24710.2 Business environment of housing associations 25010.3 Management of housing associations 25510.4 Operations in housing associations 26210.5 Experience of building: from unknowns and contradictions to means and ends 26410.6 Key issues 267References 267Resources 268Chapter 11 A Toolkit for Engagement 26911.1 Introduction 26911.2 Outline of toolkit 27211.3 Working with clients’ change processes 27411.4 Understanding the client’s business 28811.5 Managing the industry’s fragmentation 29311.6 Developing the approach 29411.7 Conclusion 297References 297Chapter 12 Postscript 299Reference 302Appendix: The Interviewees 303Author Index 305Subject Index 308

“This is undoubtedly a readable book.” (Construction Management and Economics, 1 November 2010)"Contractors who want to get ahead must prioritise the needs of the client. this is the central message in the book… [and] the key difference between an average and highly successful project" Construction News"An excellent read for all levels of interest and capability within the industry and will be of interest to a wide readership"Building Engineer