Client satisfaction and quality management systems in contractor organizations

The construction industry is predominantly project based and quality is one of the client's prime concerns in their construction projects. Many clients, especially those in the Hong Kong public sector, require their contractors to have a Quality Management System (QMS) certified under ISO9000. Also, several contractors as well as clients themselves voluntarily implemented an ISO9000-based QMS in their respective organizations in order to target the various benefits perceived from such initiative. It was considered timely and worthwhile to explore the effectiveness of ISO9000-based QMSs in the Hong Kong. This paper portrays the key findings from a focused study that relate to the client satisfaction aspects from implementation of the ISO9000-based QMSs in the contractor organizations.     

ISO 9000 and beyond: from a Hong Kong construction perspective

Client driven ‘pushes’ for ISO 9000 certification in Hong Kong are observed to have overtaken any spontaneous ‘pull factors’ (motivators) towards quality improvements ‘for their own sake’. For example, the need for ISO 9000 certification as a prerequisite for even being considered for public sector construction works appears to have distracted some organizations from a more comprehensive organization-specific development of their quality management systems. Both positive (beneficial) and negative (detrimental) outcomes from ISO 9000 certification, as observed from relevant previous studies, are summarized herein. These provide a useful background against which to present perceptions derived from the current study in Hong Kong construction. The target groups were predominantly from consultants in the initial survey and all from contractors in the second and more comprehensive survey. The more significant positive and negative outcomes from ISO 9000 certification as derived from the two current surveys are identified. Recommendations are made for realigned approaches to ISO 9000 certification and for seamless integration with other quality management approaches such as TQM, as well as with other management subsystems, such as for productivity improvement and dispute minimization.     

浅谈ISO 14000环境管理体系标准

简要介绍了ISO14000环境管理体系标准的核心内容，同时分别就ISO14000与ISO9000和清洁生产的关系进行了深入浅出的阐释。最后结合行业实际分析了机械工业制造过程中常见的与ISO14000相关联的环境因素。     

Impact of ISO 14000 on construction enterprises in Singapore

As construction activity has a significant impact on the environment it is vital to consider how to improve the environmental performance of organizations in the construction industry. The ISO 14000 series of standards on environmental management provides construction enterprises with the tool to address in a structured manner the adverse impacts of their operations and to attain sustainable construction. In this study, a survey was conducted to ascertain the perceptions of construction enterprises in Singapore on the impact of the implementation of ISO 14000 on their operations. Major problems were identified, and recommendations are made for the future development of environmental management systems (EMS) in the Singapore construction industry.     

城市勘测单位建立“三标一体”管理体系的实践探索

为了促进城市勘测单位管理的标准化、规范化、科学化,提升服务质量,加强环境保护,提高员工职业健康安全水平,城市勘测单位在ISO9000质量管理体系标准的基础上,融入ISO14000环境管理体系标准和OHSAS18000职业健康安全管理体系标准,建立＂三标一体＂管理体系已势在必行。本文简要介绍了城市勘测单位建立＂三标一体＂...     

ISO 9000 certification and construction project performance: The Malaysian experience

Purpose

This paper explores the relationship between an ISO 9000 certified quality management system (QMS) and elements of performance in construction project environments.

Design/methodology/approach

A survey based approach is used to collect data from project managers working in the Malaysian construction sector in both ISO 9000 certified and non-certified organisations. Three elements of performance are explored: project management (PM) practices, financial management (FM) practices and Project Success. The Project Management Performance Assessment model (PMPA) (Bryde, 2003) is used as the framework for assessing PM Practices. 336 completed questionnaires are analysed, with a group of 73 being from ISO 9000 certified companies (a response rate of 48.3%) and a group of 262 being from non-certified companies (response rate = 32.6%). MANOVA are used to explore differences in levels of performance between the two groups.

Findings

Overall there is significance difference in mean scores at the 5% level in respect of each of the PM and FM Practice elements of performance, indicating that ISO 9000 certified companies have enhanced levels of performance in their project environments compared to those in non-certified companies. The two exceptions are the PM Practice related to establishing partnerships and managing resources and the FM Practice related to allowing for inflation and price escalations. The results also indicate that ISO 9000 certification has a positive moderating effect on the casual relationship between PM Practices and Project Success. Based on the survey results a Project Management Performance Assessment for Construction (PMPAC) model is developed, which extends the PMPA to include performance enablers linked to financial management activities.

Research limitations/implications

The survey focuses on the construction sector in Malaysia and further work is required to see if the findings are applicable to other countries and also to other business sectors beyond the construction sector.

Originality/value

The research reported in this paper is original in that prior research into the link of ISO 9000 certification and dimensions of organizational performance has not explicitly focused on project environments. The research findings provide evidence that those seeking to enhance their project performance could gain benefits from developing a QMS and seeking ISO 9000 accreditation. However the finding also indicate that an approach to performance management based solely on establishing a certified QMS may have its limitations in terms of establishing processes for managing the relationships on a project through partnership approaches and in dealing with uncertainty in the external environment, such as price fluctuations. The PMPAC model presented in this paper provides a framework for those working in construction project environments to ensure their project management systems incorporate the key activities that enable better performance.     

Reply

ISO 14000 is a series of standards defining a formal and structured approach to environmental management. It demonstrates, with assurance, that an organization which complies with current policy and legislation actively addresses environmental issues. Construction activities have a myriad of environmental implications. Hence, construction entities must manage their environmental performance. ISO 14000 represents a possible solution. This study considers the relevance of environmental management to construction organizations. After an overview of the environmental impacts of construction, ISO 14000 and its principles are explored. A field study is reported that was set up to assess the level of commitment of construction enterprises in Singapore to environmental management. Contractors in Singapore are aware of the merits of environmental management, but are not instituting systems towards achieving it. A framework for the development and implementation of an environmental management system (EMS) is proposed.     

Requirements for Quality System Certification to BS 5750 with Reference to the Water Industry

Quality assurance for the water industry and its suppliers is being seen to be of ever-increasing importance as a means of meeting the demands of customers and giving confidence to regulators. The creation of the Water Industry Certification Scheme demonstrates the industry's increased level of commitment to quality assurance.
This paper considers the requirements and benefits of certification of quality systems with particular reference to the BS 5750/EN 29000/ISO 9000 series of standards. The requirements for certification in the water industry are discussed in terms of corporate policy, what is stated in the standard, and how the requirements of some elements of the standard might be interpreted by a certification body.     

Integrating buildability in ISO 9000 quality management systems: case study of a condominium project

Productivity and quality are two inter-related issues of utmost importance in the construction industry. The buildability concept and ISO 9000 quality management systems are used to help raise productivity and quality standards in construction. However, both buildability principles and ISO 9000 quality system elements are frequently considered separately in many consulting and construction firms. Many of these firms have also developed and implemented ISO 9000 quality management systems in their organisations. To achieve synergy, this paper argues by means of a case study of a private condominium project that buildability principles can be integrated within ISO 9000 quality management systems.     

Preparations for ISO 9001:2000 - a study of ISO 9000:1994 certified construction firms

Many research studies have been completed on the effectiveness of ISO 9000:1994 in the construction industry. The new ISO 9001:2000 requires firms to have a completely different mindset about achieving quality. From merely compliance with requirements, firms who intend to obtain ISO 9001:2000 certification have to understand fully the new requirements and how they may ‘fit’ the new standards into their present quality management systems, instead of changing their original work procedures to suit the Standard's requirements. This study presents a survey of the preparation work undertaken by construction firms in Singapore in moving from ISO 9000:1994 to ISO 9001:2000. From the research findings, it was found that most firms are ready for the conversion to the new Standard with slight beefing up of their existing quality management systems.     

Design and Construction Quality Assurance

The paper describes the development, introduction and operation of quality assurance, with specific application to the design and construction industry and the consequential benefits which can be derived from the adoption of formalized quality assurance supported by third-party certification.
The main objectives of formalized third-party quality-assurance certification are in respect of: (i) quality-management systems of firms who provide a service to the industry and who meet the requirements of BS 5750¹, EN 29000², ISO 9000³; and (ii) product conformity to firms who show compliance with a national or other approved specification and who operate a BS5750 quality-management system.     

Quality management in South African architectural practices

The building and construction industries worldwide are experiencing ever closer scrutiny of their operations as pressure mounts from clients to address the inefficiencies inherent therein. The issue of quality is of pivotal concern in this regard and this paper examines the status quo of a number of South African architectural practices with respect to how they are managing quality, and tests their opinions with regard to ISO 9000 certification as a means of addressing the issue. The results indicate that the architects in question generally have a poor grasp of quality management theory, although many of the eight main principles required for its implementation are already intrinsically present in the way they manage their practices; probably as a result of the small size of the average practice. A systematic and documented approach to quality management is however largely lacking in the profession and a great deal of negativity exists with regard to ISO 9000 certification.     

Specialist contractors' approach to quality management in Sweden

The term 'specialist contractor' in Sweden refers to all contractors who are involved in the construction process, apart from the general contractor. About 12 organizations from eight groups or trades were selected for interviews and the results of those interested and complying with ISO 9000 was varied with the most common problems for the specialist contractors easily identified.     

ISO 9000 in construction: An examination of its application in Turkey

ISO 9000, the quality management system standards developed by the International Standards Organization (ISO), is widely used in the construction industry, as it is in all industries in the world. Recently, a growing interest has been paid to the use of this system in the construction industry. Despite the growing interest, ISO 9000 use of construction firms has not been sufficiently studied from the perspective of developing countries. In this article, with regard to the ISO 9000 quality management system (QMS) in Turkey, the characteristics of contractor firms in the construction industry, the perceptions, behavior and experiences of the firms in regard to ISO 9000 QMS are discussed. A field study has been executed, and a questionnaire has been carried out. In total, 138 construction firms, members of Turkish Contractors Association and representing the top-level firms operating both in Turkey and in the international market, have been selected for this study. The evaluation of the data points to the fact that the surveyed construction firms generally have a positive approach toward ISO 9000 QMS and that ISO 9000 QMS provides important advantages for the firms. However ISO 9000 QMS cannot be made widespread and applied effectively due to certain disadvantages and difficulties in practice.     

建筑企业贯标中怎样理解"以顾客为中心"的原则

按照ISO9000：2000版八项质量管理原则之一,从“以顾客为中心”的原则出发,结合建筑施工企业贯标要求,从识别顾客的需求和期望,满足顾客的要求,确保组织内部沟通,测量顾客满意程度,兼顾相关方的利益等几方面,阐述了施工企业按ISO9000：2000版新标准理解“以顾客为中心”原则的重要性。     

ISO 9000认证后施工企业的管理与发展

详细地介绍了施工企业进行ISO9000认证的程序，以及认证后对施工企业内部管理，施工质量的控制过程，论述了该程序和过程为施工企业建立健全国际国内质量标准的质量管理体系所起的作用，证明其运行可靠，并为持续发展壮大提供了有效的保障和监督。     

通过ISO9000认证不等于质量无忧

针对当前ISO9000认证活动效益不高的原因,指出要使得ISO9000认证活动能够更加有效,政府应当正确引导ISO9000认证活动,企业应当正确的认识ISO9000认证活动,并采用多种方法弥补ISO9000标准自身的缺陷来进行质量管理。     

YCWB轻型千斤顶的长期运行性能试验

YCWB轻型千斤顶是YCW型千斤顶的换代产品,是本企业通过ISO9000质量体系国际认证以后开发的首批产品之一,其研制步骤均严格按ISO9000标准的要求进行,产品质量得到了很好的保证。其主要特点是:体积小、重量轻、性能好。YCWB轻型千斤顶的研制成功不仅使其成为国内市场同类产品中的主导产品,而且进入了国际市场。现代企业的竞争是技术的的竞争     

Overcoming the problems associated with quality certification

Serendipitous findings are reported from an on-going research project that seeks to determine the effectiveness of quality assurance systems certified under the ISO 9000 series in Australian contracting organizations. In Australia, certification has become mandatory for all organizations wishing to do business with government agencies and major private companies. While certification was designed so that purchasers could have confidence in the quality of the vendor's product or service, not all organizations have been able to implement certification processes in a way that supports this original intent. Instead, most construction organizations have opted to go through the motions without an underlying sustainable continuous improvement philosophy. They simply wish to gain marketing benefits, while others have been overcome by the mass of paperwork required for achieving the quality ‘seal of approval’. This paper uses a case study to examine the experiences of a major building and engineering contractor threatened by the paperwork dilemma. However, by adopting a radical shift in the management of the certification programme the contractor was able to implement a quality system that reduced rework significantly and brought about marketing benefits. This case study is used to present a company's experiences in solving problems associated with the certification process, and offers a learning opportunity for other organizations facing similar difficulties.     

Quality management standardization in the French construction industry: singularities and internationalization prospects

Over the last 10 years quality management in the French construction industry has triggered a range of innovative ideas spanning all professions, ideas that have been developed further through action-research. The creation of quality clubs is one of the first examples of this, followed by the setting up of professional quality assurance references based on the ISO 9002 Standard, to be used first and foremost by construction contractors (QUALIBAT), but also by architects (AQC and QUALIARCH), and finally clients (QUALIMO). The clubs and QUALIBAT are today experiencing either a decrease in activity or a growth-caused crisis, made all the worse by the devastating effects of a long, drawn-out activity crisis which lasted from 1993 until 1998 and led to widespread abnormally low prices. A new impetus has been given to the sector by the Construction Branch of the French Movement for Quality (MFQ) through the combined force of the clubs experience and the development of professional quality references. The innovation consists of drawing up an experimental standard for quality management in the construction industry and actively participating in revising the ISO 9000 Standards for the year 2000. Although specifically French, other countries in southern Europe and Latin America with whom there has been regular contact since 1996 are interested in this initiative.