Tqm in Construction
Implementing Total Quality Management in Construction Firms
Low Sui Pheng1 and Jasmine Ann Teo2
Abstract: As building projects get larger and more complex, clients are also increasingly demanding higher standards for their delivery. Total quality management TQM has been recognized as a successful management philosophy in the manufacturing and service industries. TQM can likewise be embraced in the construction industry to help raise quality and productivity. Two case studies of construction companies showed how TQM can be successfully implemented in the construction industry. The benefits experienced include reduction in quality costs, better employee job satisfaction because they do not need to attend to defects and client complaints, recognition by clients, work carried out correctly right from the start, subcontractors with proper quality management systems, and closer relationships with subcontractors and suppliers. TQM performance measures were also reflected through top management commitment, customer involvement and satisfaction, employee involvement and empowerment, customer–supplier relationships, and process improvement and management. Finally, a framework for implementing TQM in construction is recommended. DOI: 10.1061/ ASCE 0742-597X 2004 20:1 8 CE Database subject headings: Quality control; Project management; Construction industry; Engineering firms.
Introduction
Total quality management TQM is often termed a journey, not a destination Burati and Oswald 1993 . Much research has been done with regard to the implementation of TQM and it is believed that the benefits of higher customer satisfaction, better quality products, and higher market share are often obtained following the adoption of TQM by construction companies. It requires a complete turnaround in corporate culture and management approach Quazi and Padibjo 1997 as compared to the traditional way of top management giving orders and employees merely obeying them. It is believed that the
Low Sui Pheng1 and Jasmine Ann Teo2
Abstract: As building projects get larger and more complex, clients are also increasingly demanding higher standards for their delivery. Total quality management TQM has been recognized as a successful management philosophy in the manufacturing and service industries. TQM can likewise be embraced in the construction industry to help raise quality and productivity. Two case studies of construction companies showed how TQM can be successfully implemented in the construction industry. The benefits experienced include reduction in quality costs, better employee job satisfaction because they do not need to attend to defects and client complaints, recognition by clients, work carried out correctly right from the start, subcontractors with proper quality management systems, and closer relationships with subcontractors and suppliers. TQM performance measures were also reflected through top management commitment, customer involvement and satisfaction, employee involvement and empowerment, customer–supplier relationships, and process improvement and management. Finally, a framework for implementing TQM in construction is recommended. DOI: 10.1061/ ASCE 0742-597X 2004 20:1 8 CE Database subject headings: Quality control; Project management; Construction industry; Engineering firms.
Introduction
Total quality management TQM is often termed a journey, not a destination Burati and Oswald 1993 . Much research has been done with regard to the implementation of TQM and it is believed that the benefits of higher customer satisfaction, better quality products, and higher market share are often obtained following the adoption of TQM by construction companies. It requires a complete turnaround in corporate culture and management approach Quazi and Padibjo 1997 as compared to the traditional way of top management giving orders and employees merely obeying them. It is believed that the
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