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.
Engineering, Construction and Architectural Management – Emerald Publishing
Published: Dec 1, 2005
Keywords: Quality management; ISO 9000 series; Constuction engineering; Consultants; Customer satisfaction; Hong Kong
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