QUALITY MANAGEMENT ORGANIZATION AND TECHNIQUES

To address quality problems and associated costs, the construction industry must pursue and implement innovative quality management organization and techniques. The need for quality management in the construction industry is discussed in the initial sections. Customer satisfaction and continuous improvement, which are the fundamental goals of total quality management (TQM) and thereby the principles on which it is based, are then discussed. Customers can be either external or internal. Internal customers must be satisfied if the final external customer is to be satisfied. Seven fundamental elements that form the framework that support TQM principles are presented. They include: management commitment and leadership, training, teamwork, statistical methods, cost of quality, supplier involvement, and customer service. Commitment and leadership from top management is essential to TQM implementation. The process for implementing TQM in an organization is discussed. Finally, some of the problems related to implementing TQM in the construction industry, such as the transient work force and the competitive bidding environment, are discussed, along with possible solutions.