Identifying and Prioritizing Arising Claim's Factors by the Combined Approach of DEMATEL and ANP Method (Case Study: Urban Development and Civil Organization of Shiraz Municipality Projects)

Claim management describes the process required to eliminate or prevent construction claims from arising and for the expedition handling of claims when they do occur. The present study aimed to identify the factors affecting the claimed design and their ranking. This research is applied and descriptive. The effective factors have been identified by reviewing the claims filed by the contractors of Shiraz Municipality during one year and have been classified according to their nature in the four main areas of the Claims (scope, time, quality and cost). To collect data, questionnaires based on the multi-adjective decision-making method used in this study were used, which were completed by experts of civil engineering projects in Shiraz Municipality. Data were analyzed using a combined approach of Decision-making Trial and Evaluation Laboratory (DEMATEL) and Analytic Network Process (ANP). According to the results, 3 factors: Deviation from the project schedule plan, Changes in the technical specifications of and the resources of tasks and Not controlling the actual values on-site before execution with the initial estimate of the contract have the most effect and factors: Not to prepare a joint mapping with the presence of the consultant and the contractor at the beginning and Contractor financial loss due to bidding a lower price offer than the market have the least effect on claim. In general, factors related to time and quality areas have a greater effect on claim than factors related to scope and cost areas.