Performance of engineering consultants in ISO 9000‐based quality management systems implementation

Performance of engineering consultants in ISO 9000‐based quality management systems implementation Purpose – As many construction clients now require their consultants to seek accreditation under ISO 9000:2000, demonstrating customer satisfaction and continual improvement as required by the latest standards will become an important aspect for consultant practices. However, consultants seldom attempt to uncover the expectations of their clients, and this may hinder the improvement when their quality management systems (QMSs) are implemented and hence affect the satisfaction of their clients. The purpose of this paper is to examine the satisfaction of clients to the overall quality performance of engineering consultants in Hong Kong. Design/methodology/approach – To assist engineering consultants to realise the clients' expectation, the expected benefits that construction clients would like to attain through the implementation of ISO 9000‐based QMSs and the perceived actual benefits the clients had received are identified through a postal survey. Findings – The results indicate that the actual benefits were generally lower than that expected by the clients. Originality/value – This paper is of value to those wishing to obtain accreditation under ISO 9000:2000 and improve their QMSs with respect to improving the satisfaction of their clients. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Engineering, Construction and Architectural Management Emerald Publishing

Performance of engineering consultants in ISO 9000‐based quality management systems implementation

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Publisher
Emerald Publishing
Copyright
Copyright © 2005 Emerald Group Publishing Limited. All rights reserved.
ISSN
0969-9988
DOI
10.1108/09699980510634119
Publisher site
See Article on Publisher Site

Abstract

Purpose – As many construction clients now require their consultants to seek accreditation under ISO 9000:2000, demonstrating customer satisfaction and continual improvement as required by the latest standards will become an important aspect for consultant practices. However, consultants seldom attempt to uncover the expectations of their clients, and this may hinder the improvement when their quality management systems (QMSs) are implemented and hence affect the satisfaction of their clients. The purpose of this paper is to examine the satisfaction of clients to the overall quality performance of engineering consultants in Hong Kong. Design/methodology/approach – To assist engineering consultants to realise the clients' expectation, the expected benefits that construction clients would like to attain through the implementation of ISO 9000‐based QMSs and the perceived actual benefits the clients had received are identified through a postal survey. Findings – The results indicate that the actual benefits were generally lower than that expected by the clients. Originality/value – This paper is of value to those wishing to obtain accreditation under ISO 9000:2000 and improve their QMSs with respect to improving the satisfaction of their clients.

Journal

Engineering, Construction and Architectural ManagementEmerald Publishing

Published: Dec 1, 2005

Keywords: Quality management; ISO 9000 series; Constuction engineering; Consultants; Customer satisfaction; Hong Kong

References

  • Quality failure costs in civil engineering projects
    Barber, P.; Graves, A.; Hall, M.; Sheath, D.; Tomkins, C.
  • Factors affecting the quality of building projects in Hong Kong
    Chan, A.P.C.; Tam, C.M.
  • On the quality of construction engineering design projects: criteria and impacting factors
    Tan, R.R.; Lu, Y.G.
  • A survey of ISO 9001 implementation in engineering consultancies in Hong Kong
    Tang, S.L.; Kam, C.W.

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