Search results

The construction industry has struggled to deliver schemes on time to budget and right-first-time (RFT). There have been many studies into nonconformance and rework through quantitative research over the years to understand why the industry continues to see similar issues of failure. Some scholars have reported rework figures as high as 12.6% of total contract value, highlighting major concerns of the sustainability of construction projects. Separately, however, there have been few studies that explore and detail the views of industry professions who are caught in the middle of quality issues, to understand their perceptions of where the industry is failing. As such, this paper interrogates qualitative data (open-ended questions) on the topic of nonconformance and rework in construction to understand what industry professionals believe are the causes and suggested improvement areas.

A qualitative approach is adopted for this research. An industry survey consisting of seven open-ended questions is presented to two professional working groups within a Tier 1 contractor, and outputs are analysed using statistic software (NVivo 12) to identify prominent themes for discussion. Inductive analysis is undertaken to gain further insight into responses to yield recurrent areas for continuous improvement.

Qualitative analysis of the survey reveals a persistent prioritisation of cost and programme over quality management in construction project. Furthermore, feedback from construction professionals present a number of improvement areas that must be addressed to improve quality. These include increased training and competency investment, overhauling quality behaviours, providing greater quality leadership direction and reshaping the way clients govern schemes.

There are limitations to this paper that require noting. Firstly, the survey was conducted within one principal contractor with varying levels of knowledge across multiple sectors. Secondly, the case study was from one major highways scheme; therefore, the generalisability of the findings is limited. It is suggested that a similar exercise is undertaken in other sectors to uncover similar improvement avenues.

The implications of this study calls for quality to be re-evaluated at project, company, sector and government levels to overhaul how quality is delivered. Furthermore, the paper identifies critical learning outcomes for the construction sector to take forward, including the need to reassess projects to ensure they are appropriately equip with competent personnel under a vetted, progressive training programme, share collaborative behaviours that value quality delivery on an equal standing to safety, programme and cost and tackle the inappropriate resource dilemmas projects finding themselves in through clear tendering and accurate planning. In addition, before making erratic decisions, projects must assess the risk profiling of proceed without approved design details and include the client in the decision-making process. Moreover, the findings call for a greater collaborative environment between the construction team and quality management department, rather than being seen as obstructive (i.e. compliance based policing). All of these must be driven by leadership to overhaul the way quality is managed on schemes. The findings demonstrate the importance and impact from open-ended survey response data studies to enhance quantitative outcomes and help provide strengthened proposals of improvement.

This paper addresses the highly sensitive area of quality failure outcomes and interrogates them via an industry survey within a major UK contractor for feedback. Unique insights are gained into how industry professionals perceive quality in construction. From previous research, this has been largely missing and offers a valuable addition in understanding the “quality status quo” from those delivering schemes.

The construction industry continues to struggle to deliver a right first time culture, seeking a panacea for improvement whilst maintaining project milestones. Complex construction projects demand stringent programmes, however, (un)foreseen changes, political influences and human behaviours all have significant impacts on delivering schemes without error. Previous studies have questioned the ability of the construction industry to successfully learn from errors. A major barrier has been the sharing of sensitive data from failed outcomes. Hence, this paper investigates non-conformance on an existing scheme and suggests avenues for improvement.

A mixed-method approach was adopted whereby 1,260 non-conformance reports (NCRs) from a highways megaproject were interrogated using root cause analysis (RCA) techniques to uncover the most frequent and costly areas. This was followed by a survey to industry professionals within a tier 1 principal contractor to gain insight into their perceptions of non-conformance and rework on construction projects.

Using Pareto analysis, the authors find that materials management, workmanship (poor quality execution) and supervision issues are the most frequently occurring and costly root causes of non-conformance on a major highways scheme. Furthermore, the authors link corresponding viewpoints of two project professional groups to the posed, achieving a high degree of consensus for the areas requiring development. Lastly, the authors suggest avenues for improvement via lessons learnt. These include greater emphasis on quality culture via a strong leadership mandate, enhanced vetting of workforce competence and improving the way materials are managed by embracing technology to drive efficiency.

This paper interrogates a current highways scheme using a uniquely rich, sensitive dataset to determine how the construction sector may improve efforts to achieving right first time outcomes.

Examination of BP Chemicals′ integration of TQM into its corporate strategy, helping to turn around a £200 million loss in 1981. Shows how the crisis led to a will to survive among the workforce and the launch of a campaign to provide what BP′s customers were asking for, namely, consistent quality. Outlines the culture shock involved in emphasising product consistency and working as a partner with customers ‐ all now integral to BP′s way of working. Illustrates how more people were brought into the decision‐making processes, changing the leadership style from direction and delegation to coaching and supporting. Concludes that BP Chemicals has found a better way to do business and is enjoying tangible benefits from TQM even though, at the time of writing, there is a deep recession in the marketplace.

Failure to consistently deliver promises is a likely outcome for high contact services. While many organizations create blueprints to recover from service failures, these tend to focus on production processes rather than the individual needs of customers. Develops a framework based on equity, for studying the effects on customers of service failure and recovery. In a study of restaurant customers, the construct of equity is found to be significantly correlated with respondents’ intention to repurchase. Significant differences in equity were observed between genders and age groups, suggesting that service recovery processes should be more closely tailored to the demographic characteristics of customers.

Both total productive maintenance (TPM) and Six Sigma are key business process strategies, which are employed by companies to enhance their manufacturing performance. The purpose of this paper, therefore, will be to develop and implement an integrated Six Sigma maintenance (SSM) model for manufacturing industry

Through the development of a case study approach, the paper chronicles the design, development and implementation of an integrated Six Sigma maintenance (SSM) model. The model is subsequently evaluated for its effectiveness in the subject company.

A model is proposed and the effectiveness of the approach is subsequently evaluated highlighting the benefits the host organization received through this new approach by measuring the effects of implementation against the seven quality, cost and delivery (QCD) measures.

The design, development and implementation of a Six Sigma maintenance model shown in this paper provides a simple yet highly effective approach to achieving significant improvements in a company's product quality cost and delivery measures. The model combines contemporary business management techniques with total productive maintenance strategies and offers practicing maintenance managers and engineers a strategic framework for increasing productive efficiency and output.

The proposed SSM model contributes to the existing knowledge base on maintenance systems and subsequently disseminates this information in order to provide impetus, guidance and support towards increasing the development companies in an attempt to move the UK manufacturing sector towards world class manufacturing performance.

Team‐based reward plans are growing rapidly on both sides of the Atlantic. Uses the case of a gainsharing plan in one of Nuclear Electric′s power stations to demonstrate the importance of three factors in ensuring success. Effective team‐based plans need to: (1) relate to clearly defined business and HR goals; (2) be introduced as part of a more general, high involvement management approach; (3) reinforce the nature and types of teamworking required in the organization. Designed and operated in this way, team‐based reward plans represent a significant opportunity for companies to maximize the utilization of their human resources.

Action learning is intended to enable a group of professionals (a SET) to tackle work problems, develop solutions and reflect upon the success and failure of their actions. As part of the UK construction industry's drive to improve learning and performance, four SETs of small and medium‐sized enterprises (SMEs) were established. This paper evaluates the capacity of action learning to promote innovation and use of technologies within a CIOB‐funded SET located in Watford. Construction companies were unable to address real problems related to their day‐to‐day activities due to competition. Instead, they identified an industry‐wide issue – a lack of quality recruits – and marshalled resources to provide better careers advice and promote opportunities for builders. The role of action learning in empowering construction SMEs to contribute to industry change programmes is explored.

The purpose of this paper is to outline the critical success factors for crafting a strategic architecture for e‐learning at HP University.

A descriptive survey type of research design was used. An empirical study was conducted on students enrolled with the International Centre for Distance and Open Learning who were attending personal contact programs (PCPs) in professional courses so as to elicit the importance of e‐learning in distance education programs.

From the research questions for implementing e‐learning it was found that the current practices of instruction are satisfactory, the centers where PCPs are not sufficiently equipped for the training of learners and resource persons at PCPs do not have interest in the ICT program although the learners are ICT savvy, but there is no regular electricity supply, sufficient facilities and consumables for the usage.

Although an empirical study was conducted, the respondents, the students, sometimes disclose the information and do not reply to the questions in good faith.

The article addresses the critical success factors in crafting a strategic architecture for e‐learning at HP University so as to implement e‐learning for the benefit of the staff and the students.

The article addresses the critical success factors for implementing e‐learning in a traditional university environment.