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Some empirical observations of service quality in construction

Some empirical observations of service quality in construction Architectural and engineering firms design firms have eschewed implementing quality assurance QA and other subsequent aspects of quality such as continuous improvement. Their reluctance to embrace QA has been found to be a contributing factor in the production of poor quality contract documentation. Missing, conflicting and erroneous information contained within contract documentation are major sources of rework and customer dissatisfaction in construction projects. If design firms are to significantly improve the quality of the service they provide, they should implement ISO 9000 quality management and assurance standards. By implementing such standards, it is suggested that design firms will be able to contribute more effectively to the value adding process in the construction supply chain. It is argued that the service offered by design firms should be viewed as a key component of value that drives its success. Therefore, because rework is a major source of dissatisfaction in projects, a case study was used to determine how its occurrence inhibited value creation and thus the quality of service provided. From the case study findings, the need for design firms to implement ISO 9000 quality management and assurance standards so as to improve their service quality is discussed. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Engineering Construction & Architectural Management Emerald Publishing

Some empirical observations of service quality in construction

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References (35)

Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0969-9988
DOI
10.1108/eb021144
Publisher site
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Abstract

Architectural and engineering firms design firms have eschewed implementing quality assurance QA and other subsequent aspects of quality such as continuous improvement. Their reluctance to embrace QA has been found to be a contributing factor in the production of poor quality contract documentation. Missing, conflicting and erroneous information contained within contract documentation are major sources of rework and customer dissatisfaction in construction projects. If design firms are to significantly improve the quality of the service they provide, they should implement ISO 9000 quality management and assurance standards. By implementing such standards, it is suggested that design firms will be able to contribute more effectively to the value adding process in the construction supply chain. It is argued that the service offered by design firms should be viewed as a key component of value that drives its success. Therefore, because rework is a major source of dissatisfaction in projects, a case study was used to determine how its occurrence inhibited value creation and thus the quality of service provided. From the case study findings, the need for design firms to implement ISO 9000 quality management and assurance standards so as to improve their service quality is discussed.

Journal

Engineering Construction & Architectural Management – Emerald Publishing

Published: Feb 1, 2000

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