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A scorecard approach to benchmarking for total quality construction

A scorecard approach to benchmarking for total quality construction The application of benchmarks developed from a scorecard approach to a total quality management (TQM) programme are discussed. The programme aims to attain quality within an organisation whose primary operations are centred on a number of construction projects. The innovative scorecard measures developed and implemented within the Morrison Construction Group are reviewed and reported upon, and the resulting benefits derived from the implementation of the scorecard are discussed. Real and virtual benchmarks are established and utilised as metrics within this construction organisation's scorecard. From implementation of the scorecard, it is clear that superior measures are those which incorporate internal and external customer survey findings which include the mapping of practical efforts centred on the perceptions of the client and the myriad other stakeholders in a construction project. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Quality & Reliability Management Emerald Publishing

A scorecard approach to benchmarking for total quality construction

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Publisher
Emerald Publishing
Copyright
Copyright © 2000 MCB UP Ltd. All rights reserved.
ISSN
0265-671X
DOI
10.1108/02656710010298526
Publisher site
See Article on Publisher Site

Abstract

The application of benchmarks developed from a scorecard approach to a total quality management (TQM) programme are discussed. The programme aims to attain quality within an organisation whose primary operations are centred on a number of construction projects. The innovative scorecard measures developed and implemented within the Morrison Construction Group are reviewed and reported upon, and the resulting benefits derived from the implementation of the scorecard are discussed. Real and virtual benchmarks are established and utilised as metrics within this construction organisation's scorecard. From implementation of the scorecard, it is clear that superior measures are those which incorporate internal and external customer survey findings which include the mapping of practical efforts centred on the perceptions of the client and the myriad other stakeholders in a construction project.

Journal

International Journal of Quality & Reliability ManagementEmerald Publishing

Published: Jun 1, 2000

Keywords: Benchmarking; Construction industry

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