Rework in relational engineer-to-order production systems: An ‘error-as-process’ archetype

While an extensive body of work has examined the dynamics of rework in engineer-to-order (ETO) production systems, and several archetypes to mitigate its occurrence have been produced, the role of error-making has yet to be thoroughly examined. This paper uses the theoretical lens of error-as-process to explain the rework phenomena where errors are viewed as a chain of emergent triggers, adaptive activities, and social interactions that progress and transform over time in an ETO production system. We develop a resilient error-as-process archetype-based emergent best practice to address the following research questions: (1) How and why do errors and rework occur? and (2) How should a project system adapt and respond to errors and manage rework? An inductive case study of a relational ETO production system – an AU$19.8 billion transport infrastructure project procured using a program alliance – is undertaken to examine our research questions. Through various data collection methods (e.g., interviews, documentation, and site dairies), several rework events occurring in construction are identified and analysed using our process-oriented lens. Several latent conditions (e.g., production pressure and procedural drift) and contributory factors (e.g., complacency creep and communication breakdowns) resulting in error-making and rework are unearthed. We also reveal the alliance was able to adapt and respond to errors and its rework by building resilience into its production ecosystem, as this enhanced its team and subcontractors’ adaptive capacity. Our theoretically robust error-as-process archetype is grounded in the actualities of practice. It provides a frame of reference to show how relational ETO production systems should mitigate their rework. Future research is required to validate our resilient error-as-process archetype so that best practices can be identified and drawn upon to contain and reduce errors and mitigate rework in construction and other ETO production systems (e.g. shipbuilding), where relational contracting prevails.