TY  - JOUR
AB  - The application of benchmarks developed from a scorecard approach to a total quality management (TQM) programme are discussed. The programme aims to attain quality within an organisation whose primary operations are centred on a number of construction projects. The innovative scorecard measures developed and implemented within the Morrison Construction Group are reviewed and reported upon, and the resulting benefits derived from the implementation of the scorecard are discussed. Real and virtual benchmarks are established and utilised as metrics within this construction organisation’s scorecard. From implementation of the scorecard, it is clear that superior measures are those which incorporate internal and external customer survey findings which include the mapping of practical efforts centred on the perceptions of the client and the myriad other stakeholders in a construction project.
VL  - 17
IS  - 4/5
SN  - 0265-671X
DO  - 10.1108/02656710010298526
UR  - https://doi.org/10.1108/02656710010298526
AU  - Sommerville James
AU  - Robertson Hamish W.
PY  - 2000
Y1  - 2000/01/01
TI  - A scorecard approach to benchmarking for totalquality construction
T2  - International Journal of Quality & Reliability Management
PB  - MCB UP Ltd
SP  - 453
EP  - 466
Y2  - 2024/09/21
ER  -