TOTAL QU'ALiITY MANAG:EM,ENT IN

~ ~- ~ - - - - - -

CONSTRUC1TIONI

by A T Boxendcle BSc(HonsJI, MPhn, PlhD, MelDS, and I Burrell'l BS(;(Hons)

Directora te of Professional Services The C ba:r~.ered.[nstUuh;~ of Building Englemere Klings Rid.€ Ascot

Berkshire SL57TH

kmy Bax61ldale r~ Ib.;l' Principal teeM,!!l ill COI?~tn.r.;;ri';m Man0l9srMll' Iri m>& foc,uify of r.h!3' Bum' fIlVl1'Ci1'lm!:ltlr ~r rile VnillWs.i:lyaF ffl'9 W'ElM III f fill g laml, Bds ~ol_ A pe,rla d of working in ;~dLJ~rry WQ1$ fo/tow,eJ by 18dllrjl:lg ,experralHte< Oil IJnaer· on d post- 9!rDd!iaJ!9 cour1le's. Re'~'j;m;;h in'fI;!~5t.5 [Ildua", ~he ,cppifcatiotJ oJ mono.g\9\!l1E1.I'IJ inrormofI\(m ~)I~l"em~ ond opeto1l'oIu m tl'Flagemen f for prnj\9cr ,bQ1$~d 0illlalli~C!ltion~,.

fQ111 ,Bvnrell t:'Gmpiete"d 0 IlSc{Hora, in Con~l!vQII'o.n Mt:ln~O!!i11Mta! fne U.n.iv.;t.rsi:ty of the W&.$I of England C1J1d has worked For bu.fdil'Jg contr(l'<;;rQ,rs o s .c ,pJcrlln~r and ~UfV.eror_ P,o!l'l'rous roJe$ haW! been ill ~jta man,ogellH1ru. e'~tfmaf~~9' and huying. .i:'xpll'fi!:lrlcEl i~ "U'rre~IIy bair1.9 broode.ned by W.;;lrking ()!(ers6'Q~ .o~ a plclI'If)l)f onco,n;lrod dh:pure' re~dulk;m.

INiRODUCTilON

Th e olm QF!he pa:per is to ~eport 01'1 a ~rudy i nta Ihe ulllus>Cirlon end prl)blellm t;I~soo::i;[Jted wi!n Tord. G!ud it; MC!nC!9,ement fVQM) and 'to m a~e'some fe~o I'IHn.endoii'Dn~ for impIQy:emen:t. ~urthermDn8,~-s PO'P9F will °i ndi,cate how r-s,lsVmi! 1hi9 9 uh:kmce contnlnad in BS 7H50 (now incorporot,ed into !he ISO 90'00 $o!!ri esj hos bean 10 ~h.m.e IOdop'i.n,g TQM.

A con~iderQbl:e amount of attention na~ been gi~ento the CQnClEIpt of 10M in cOIlS~r(fcll on and re 1h9 com pori bil ily e] 11'$ ipFindple.~ wi~hin lhe indu.~try, A~TQM ,is ~ti~1 o reio,tiv:eiy new concept far ~h e com1rucHon indus~ry Ina brMd rkeory i~ F,eviewe<J in Port 1 .. In Po rt :2 the fi nd~ng~ are reviewd from a ~e~e@rc h p rogra mm; 'i n to lIle odD pHon of TOM in ipr,o~tice, A ~ol!JabI8 insi9h~ i~

Verify the r~ cftne pdri

given i'nro how suecessful TQM has been OrTIe! ~h~ po rH e U kllr dime u Itie·~ whT ~ h h aye been ,enc~u!'jlel"ed within oon's~fijc~1jon_

PARr I ~ CQNCiE:P15 B!EH IND TOM

TQM 'em phm;i ~M t8C1'11IlI work (lI a II level s th roughol)~ o'n orgo n i~a1ion to improve the ov~rall perFor!ll~:mce gnd to achieva mQxi mum cu stm1l1lsr ~alti sFodioli'l.. Th at-e is 0 Fo~u$ol'1l pmce~s improyemen t, eosr efFectl"'i3'tIe~s, d6fect free qua 1~1y wo·rtC!nd

eiJt;j"()rner~a~f~ro\!;tion 1_ .

BS 7850; Pi[]rt 1: 1 992 d8filITles Total Qu 01 il)' ManagemellJt '!:I~:

~MaJ1aGemefJt pndc<saphy ,and oompany prodit.es fhcr.t arm b hc'ma'~s Ina /luman' Gnd mcrtE1tiCii r~o.lJ~C~lS of CIT! orgalli~"tion in III e mO'tt efk~fj'-lie w't:ry ~. ocniev.e Ine ab,iedrva~ of JilQ otptlfi 1'$OtiM. ~~

A further definitL,onJ !J1~o i nclude~ the el ement of (.·us.tomer salisfadion:

H A c,o~t I!Jffe·~r1'",e, $yM,flolM for In f9gmJi,l'l9 the co n ti I'l U 0 (;I~ qvalify improvemen t ,f!jfforf~ of people ot all ,teveb In an orgKlni'sarroJ1 .fo deliver producfs O'ri,d MNJCEl~ whjen Ei>MUre CL1ls/Dmar s.orismclioll_ H

A gre·ot decl of ~he TDM philo:~Qphy is os.<;:ribed to !he work of W ECiwaFd,s Dam ing ond J o~~ph M lI!.!1ra n. Dem i ngl" h i9lhl i 9 hted th(lt!he me iority of p,oblem.~enCC-~f'jtared in mol'l!i.1~'cru ri ng are w,~n i ['i In a rna ntlg ~HTien t of the fllroceM '" nd !hal ~to ti~tic~ eon be u$€dI ~~} centro I th at prQ~e~~ • .J u ro n' defif"ed a m(:l[:Yog eriol a pp;oach to q~lolity ·control and ~a-cu sed onacC{)mpli~h ing eusrerner ®oll'i ~,FQC ti M th rO~1JI h p ro] ect tea m s, with pr~j'8et by project i mprCl .... emeflt. The i m p·o r~a,nce of ~u:J1i m n gat a II leve!~ wa~.

Itl'Ip~m~pkJr:;: c:~ {:JI :om!:!l s::;de.

F,igure 1. The PIKA Cycle (Mo1th,ews of'ijd Bu r\j,ti, 1989)

$tfe~$,ed, From top Jml[]'Tiageme'nl to operolivas. In 011 IIMtan:CeS !he f!mpha~ 1$ ~~, plocoo on oofiltin!.!!o~.s impro\lemanL

C",,,tornet' SlC!risifaction

C IJ ~,tO·m1 ,e,r ~~ t i ~l,a c ti 0 III an dI c-o r! ~i n.!.J ou ~ improvement 'eire the fUIld'al']il ental SIMI,s Cif TOM 'elfld form 1£1e pri~dple~Dn wn icll il i~ bosed. The fUlifjctlon o'f th~wn~truction I ndu~~ry is to jpF<:lvi de d~eFlt,5 with rolCili~es or slruciltl re~ rh~t fu Inl their needs. I~ ~$ the 0 iln o] TOM to 'Proyi',de ~he fra meworl, ~nviml1m 9lri~ end eu IlUra 'to I'ItM'~~Ul n:e;eds 01 tne Ilowest fouibl:e, cost. Quolity is en 3U red crt ecch .stQIge· of !ha' coml]'uction procas s, ho rn i '1'1 c eptron !IQ com p,l;jMl O'tl, ~Ilar-shy III eo qlu~ I i iy of th e fi r10~ P rodluct ~(lti$fi,(t.s jh,~ cus[(lmer.

Cu sbmers can be e~thar in~e.nno'l e;r externe]. Exl'6,rn~1 eustemers ere !'lot part a,f .,he' cornpcl!'l'l FI{od uc ing Ih e PFMUd or ~ei'vice, but they ar,e imp,ocle.d by H. lnternol cu.~Wmer~ ore within the orgc!ni~gtio!l'! gmld so!Myiingi If, e-ir need$ i~ on e~~e~tial part df the I'Iro~e~~ of ~upplyi ngl rhe external customer wilh (l,quo'lity Ipf\Od~.cl'_ A.bo (!'fflry pari)' in Ihe proeMS has three reles: 8~'pplieF. pm·ce$~or and cu~~omer, de-flnedl by J~ !"CIn~ o~ the H1ri pie r'olEl'''' concept, Th,El'se rclas ora cauied QU t til' eva ry Ia- .... el o,f tf~(I p r0ces~: Corp0Fa re, div! ~i on, de pQ!rlim ent,

work group 0 nd i!'ldi~i duat .

CU.5tomer ,Ii!ervicle

Sgri~~..:;m:or'! "(l~ a [so [be och i eYed th lDuglh e~lendi ng tha TOM concept to the customer Q ~ dascri b-sd by Obarl~ ndet i, Jo,i n t f,Q(l m~ ore u~ed wh iehar,e re'~po'Mi ble for e~tabli Snrl1,;;1 Qioak p.im'15 and! eenfrels. lihe~e t,earn~, pro~i de Q rneo;i1c!n i~m -for I'i~tenrf\gto, o.~d commu,nicating wit:h,tile cUS10meF an,d meCisU ring 'Ike. level of G,",~'IOi'rl80r ~atdodion,. The difficulties in estab.lishing ioint teams Include, the Huh" or la9Cilind9pe.nd9~c,e h8M·Q'OFI companie$ (Ina lheir Iigd~tiQIWI method$ of WOrkr!'l9 ·to~wther_

CC\I1itin'IO'OLlilimp:rovem.nt

I Ii 0 ch i a- ... i ng TOM, m,Q Mlg!ement h a~ two' fu ncl'iotl~~

., to mQint'ain and incr,em,en.tolly impro .... ,e.;:u r~e!'lt meth.ods ond' pro~.edu:le~lhroug h

pro~e~$ Gonlrd; .

,~ fa. .drra~t ih e ef6rts nece.ssa ry ~D =bi eve major I'echn,ologicol udvuncM i'n eOMhuction . pr<l<:88~8~ thwIJ9 h innovation.

A PIOr'lf-Do-Check-Act ~POCAl eye.ls h DI~ bMn detailed by Deming' th<]t is a ~'Fohlem o ndy.~r~ p~ocedl.!1re for narrawing th e 'gop oal-ween c!,J'sl;omer .needs tint! pr~sent· p,a,rfo~monc8_ :Iti ~ 0 ~yu,emolri;~ prOceM 1'0 improve me~hod~ inc,MM9ntall'y 'by foelll~jng on !he carr'8ctiorl {lrtd pm.yenlion of demctis. F igl!.lre 1 ~ill u ~t.ro:lite~ !he PDCA cyd1e wh ~ch

3

( QualiTy Co!5ts ) - [ Gontr,oj CQ~ ) + ( FarJurec:a~ J
..,_"""..,

+
( ConiT'ClI Costs ) [ Prevemicrl GQ~~ ) ( ApprQl9(J1 C~ ) ImlJllual' Ir~I~,t. line, odval'ltQge~. will include o$imphfied pC!'lpe'l"w1i)rk clnd o.ccou nting procedure.,. rediJcila unoertainly ~,temmin8 'from workirm wit'lI1 different su ppl i,ers from pro+ect 10' P~lIl i'ect a fi d, lmpl'()y~d me~hod~ c!l1d prrx;edlJ,rEi~ thfO'II'9h team worlj n9'.

( Falur-e Cc;~!5 ) .. '_~'wI~.,e.r."'lIa.I.F.O.il.Ui!".e_C.OST.· _.-.~.

-... .T,

IF.ig;IiIr.e2. IQuality C05H U uran, 1989)

cO'llsi ~,t!. of !he fou r ~nE!p~,. ocGurrl ng O¥eF 1J peded 0,1 HmG:. 'thQir aut coniinuoully rotatin9l.

'raining

Train.ing For li()M requiras tholr bot~ technical ,and hum,a'ni~;tic 'olpecb Im'$~ b~ oddnm,ed. The mQre 1'ec~[IIical .he proce s, s, Ih,e morehhe emFlh~si~ ~I;OiJld !be plClC,&d on mil,e rr'illdillitl'9 c!"f unterper~ono I ond com I'I"Il!!l'Ircotuon ~k.~II$. The top lc s glH:I: eX{]mr;h~eS, usad in 'th .. ,' Ilr,e,n in9 eff~rt shou lei be ,lnlegi'o"ad wl't!:. Ihe oci'IJal work proceue~ of the il'ldividual~ !being troined .. Thi~ will el'lC!,ble tile employees to apply newly 'Ieg mE!'d~ki II ~ to th B i r iobs as qUk kly a~ po:55ible.

Teamwork

T'eomwor Is 01'1 aUempt, led by mcmag.&Il1IElnt, 10 ern pr,oy mere effeclively fhl;! va~t re~OYfCe po,tell11iiC!11 of its Ie bQU r f,ofce. 'Tihe eb l,ai::Jlve of th e h~O[l1, Olpp roc c'h i s to Involve everyone in the lOM pIr(H::'es~ inc:luding suppllers, sub-contreicjors and C:1J~N:,meu, Quo!lity te'OJm~ call prov'idle compljnl.e~s with tl1'e or9cm~~d environment 1lI9c9umy for t1hel ~mpleJJH;!lntotio[ll .[]I!'jd cQntlnuol!,l~ 'opplil;alion ef TOM. The f'OGall point lor '1;1 quality teariloFgci'li~otlol'l li~ a moin ad v i$,ory co:>mmittee which j,5 n~~,'p'o!'!~i ble For e5lCi1bli~h ilng the U!,am .Sh~ctiLire,. de'velopil'lg Ih;j· peltctes ~md preeed ures [or the j'm!plem~nfg1ian proce~i!i8<5 end tel!;lll'1!1l form eti on and elVer $03 .. 1 rig] and dir,ectlngl .he TQM pl'OCeu.

,CMt .O!f. qi,i«iill!Iy

The t;.mf of qual i1y c:afj be cOi'isidered to btl, ~h .. · plimcry Imea,su reimeni of qua lily, III brl ngs, I0ge,her the· costs of re v i~,w, in~pectiQn, teuiing, ~cr'Clp an d F'e-work to select qu elily

4

,1,mpro ...... l!'ieM p,r-Oj &C~" Th e ,efF:ec1ivene~s of the process con be trocked and co~'1 j'YstiRcQt,ion provided for TOM. Qualily CO~~ c'an be splii up il'llo 11No cotegones;

• the cost of pr ...... ",nlion emli epprai Sa I; .' 1i1e C.o~~ Q·f Fall Ute.

A b.,~k<kwn of th .. ....,· Clt:illegQliM is, lhown in F,ig ur8 2..

1'1 rei ~ti om ~Q th e co n sIruct.l on in d lJ~try, PNWSIHloti CQ~M ,a'r,s, th O'!O res u:lt'i n 9 From ae~ivitie! @'mp,lioyed to o..-o,ldl errors. App'rai,sal costs are tho~e incurred from adivili"$ employed to determine wheJher QI preduer, proce.n, or service meeh 8sIabiusned Ire~uiremerrt~, Fai![J'~,e CO$U, include t:hecmts r".~uhiIl'l8 fra<m n.oi mee1iin'9 the requi remMU. Internal loilure ca,st~ censl $I of ~h o~& re!loted to Ih e pro,jel;7 sile, .slJ'(;h (lS, ~rClp, rework, rein spec1ton, supplier e rr or or price re,d ucl'ion due 10 Ino·n· eenformcnce. External co~,h en! those i neu Fred enee the plroject hQls been liande.d o var to' the cl ien'. such as <:>o3,h for' adiu$tmen~, of Gomploink, repei S', Imcmdling and weploc,ellle'ni of rej,ected rTiaierlQd, wa'rkm~nship, ·c·oFl,eclion of errore cllnd I itigction CQ~~'. Nat em of 'illese co~tl';;:a n be, 91 i rn inotoed but, thr~ug h the uf ll ~C! Itorl of TOM, the aim i s to reduce them $lI'bsfentioliy, ,then!:by producing 0 more oompel:lllv9 'or'Safi I$Qlion.

Suppli:ctr involvement'

The prcctiee of awtlrding b~~'iness by price olone militofe$ ogaiost emcienl buslness. However, if i"t is ID be consideMd tohel'l d05E! and le ng terM rel,tl1ion ~h:ip~ "",'i"'" su PIPI iers willi be nece~sa1f)' 1.0 odh ie~~ Fhe bed overall economy Qnd 'I uol i1y, Qualily iniT1:plie~the I ife' time cost and perfor,mClnce 01' al product and rial' lu"sl I nltie I cool. Th .. ~, Ireldtion~hip~ willi involve fewer ~upplieu and be bosed ~n

Implementation

Implementc1'iotl end development of 0 TOM pr,ogtomme should be tailored to Ih ... ~p8Cific need s, ,of the org Din i scticn. IEvery l'IWElI of' maFlcgemernl' must bEl 'ful.ly 3nYolv~ with the implernenloH,ol'l pr'C'C8M and comrnpfled fo Ihe. ~ucce~ oflhe TOM progr,grnme. The us .. 01 a smell, well plecedl pllol prol,aei con be, an eUeCl'r".e meens for rgail'lin'9 it§ acceplerlte by 1000pl!oyees ond ll1IallC!gernen.t in ~n organi~!I;!I~ioFl. EYen so, it is e5.nn;ote.d thai' a TOM pmgrerTirile een taka. abo,ut three yem:~ ItO. be accepted Ihro!!shoull' CI 'Gompany and befofe significonr re:l-u1lts oan be ocnLeved.

Ther,e are, lllIany epprocche s to TOM implernell1ll;l~'Qn e mdl Figur,e 3 pFo .... ide"s ~me 9l,Jidelfne~ fhat riiDrybe f·ollowaocL

PARr :2 "' INVESTilG.AI1(IN

IIn1rodudiOlilI

Slrudure>d ilfjterview.~ were ,sel·ecled CiI$ 'he data collectlon method since !h'e info.rmoMon r'&ql!JIired WOl ,e-$~e~tnoH)' qualitativ .. drl na,tme. Th e q'ue~tion ~ a~ked relatedl to the implaMMlotion of TQM, progres.s end problem~, ellcQunt,ered, (ll~ 'well CIS Vf8W$ oon;;,emfng !he g",idence 91iven in BS 785'0. The .5pedf~c c rea! CI dd rM~ ad d u ri "'g the ·inter""i,e,w~ i'nduded such i.S9Ue$ c;. the 'Ieason:s, lor urn fllemelf1tati<:ln, ~h e Qb~edi""es $O~9hl,.lhe stllJclulres andl $ystem~ uslKi, .he, 'oel'li~"'e",ellt5 thot re~ull .. d, the problems ,ent;ounmred and pic n:!; fat !line fu lu~tI.

i

_J

DoItq.Ja,

I

_- \( - .

r -'a~'rQf~~'

1

"

L

_,

..i. 'y'

I

I ":""'""!'

~ ... al~ ."~_~ ~ __ --J "

Figu fie 3. Implemenftnion of' TQM ~Co II!l1rd, 1993"

Twel ... ,e Intan"iElw~ Wer,e cC!rded out with nalicmoi and re'9uonla~ COFistrou,ctkll'! end con slrudion relgted H'rln~" A~ only !he .mai n find ling s ore rEported ~II'I 1h~$ ptlper ,(1 copy of Ih~ que sticnno ire i~ included in rhe Appe;ndix,

,S'umrnary oIfindi:nglI

The ai!'l1~ of me tierM' TOM illiliativ-e,s TOM W"(lIS aimed a~:

~ improving operaH,onQ,1 a!lfi~iency 1hmug h he ut,iii'satii!HI a~ cOI'1lI,i m.!oo~ imtProc~emenr; .. cosl redllclion~ o'nd iru:reo:sed proRt$;

'. enho n cedi ob s o,t! ~ fQC t i on within 'the workforce; ..

• ino::r,e-ased ;l.:taff ulWOlvement,

• gain ing a better und'eutCindilFig of ell sfom'Bt"s, bl;),h irlfei!Tla Wr end e:<lefnOtlty,

The overoll o,b,i,ectiv~, wa~ to I ii'i prove th e demand for !l!ieTr services, whiht r,amain,ing c:Qmpemjvr:I, M051' fl t m ~ beHElved 'thg t 01 cuh,uFai cho nge would be r'l!Iqu ired to €len 1,9Ve maror banefils.

Culfurold](r[1ge and mal'lagem.e.nt oo.mmrlmerlr related to file- .~uCQess of TQM Cultura'l chon9l8 was regorded as important, with man ag''''meFl~ comm ihnent bei n9 imperoli'Ys. It wos ~ftlf'ed t<hat !he ~UOC:aS~ of TOM weB torolly dep~lndent on the !;Il:;ceptal1ce of ch'ange. but s_ensltivily w,g$ flsscled to corrY' it cer, Thil had ntll' been IlOsy. One< ff r m I h oug!, t th (i! fi the ch cnge re;;ljuired wes not culturcal. Roflner !hey hod to nccep Ihe he cOO1Iponry needed m become more eFlidel!'l~, ~.I irnJPer and pro fitabl e; !he ~!) ltu re thai hCid h e!ped creo te th f!i ri r 1'1'1' $ success :~~u Id not be di~coun!ed.

Ptoblem$ (ffiOOfJflUmKJ 'W1'lh TOM in consfn:r<;;~'o~'

All Fi rrn S perceived Ihe ma~or pro blem CI s beiFlg tne Illoii'llinuou,s chal1ge ill projeeb ond personflel, CIS. well O~, th~, depres se'd ~tote· of !'he indu,s~ry and' !,m.r;:ert(lli'n job $'ecurHy, Soma ,employees f'a'\}orded T(ilM o~ ~ cha nue for dl!;lll'lge!s so e", 10 addi'tion 0 n1Jmber o,f firms 'claimed ~hat day' to, cd .. !'), problems. in th I! WOO r~plac,e had ove.r~,h,a d ow.d 'tM Ell r IQM pol'id-9oS ,artd slrotegie~_

The banefifs FeapEld from TQM

lih fI i'Iliaiolil~ tJfCompclI'li'e~ rhO'ug ht thOJt TQM, had provld:edi pro,ci'ldu rol and, 1111,ernol ~omm uniccfiOI1 ,inn provement$ and hod he·lped ~'O redeEine ,employ,ee$' cholfllgting

ml',es am:j re~,p(m~i bil iii as.. .

Th8' ou'lCome had 6e-e~ improved 'cudomer rela1i 0 n$hip~, wilh increg~edwnd'erM{!it'ld i 1'19', cn·d tlW(lr,en6~S d inclivldiJ 01 need$,

Two e:drernes were !flat TQM hod oided PFl1:provemenl' rn proflrabilrty, QO~t ~o.n1l:'ol ~rld per;;:ep1iol1 wiffMin th~, mo~ksl p~ac:e, arid' !hat TOM h,od ne'l~ed very I'i.tle to ®.Qlve QF ill1prove pfolblam s.

6

Rese.rvafiOl1~ (;1{Jd' O,pil1iOIl~ regamif19 tOM rhere w~re concerm rhcl tOM wos tOQ d ifficuh ~Q im'plem,e-nt, helng too procl&lumli'sed and b'll!r'e<luOFQtic, The timeo ii' would take to iba.come elfElCnvely esh:;lbli~hoo wcs believed to he IJn~e,"'arn, even [f ac-hievo6!Ie. II' wg~ lrepo:;rted thot TOM was '1'00 d l:fific,ult 10 i rmplernent ~t :~rte' ~evel, wh~re em p I,oy~u w (I r~ rete Ily f·ocu ~",d 0 n immediole problems C!nd had difficulty in con S I doeri ng nhe "w i der view» ,. There wa s gibo th e bel Le,f 'tha'~' 'I'he re Wa~ ~Q In"'c!' nnys·t.iqiue built into the eeneept,

The c.hange~ requir,e(l needed to, be 9 ra:duol, ~ u ppmled by st.rong I eo.de r~h i p Cine! Irt:lt'al eornmilment From senior management,

It sh,QY'ld be noted h6f& thol 'h e m6,ieetiv8 views a,f Ih,e inter·~i",we·e$ h'CiY8 bee<,n report8d and 'illat ther,e' wos no eviciene,e of o ny c'ost ber!efit ana IYli s.

The ,rg/evance of :BS 7B50

The mOilori1y of firm$ held me vi,~wil1at 8S 7850 hod berM pertinent to fuei,r pFOC8U of chong!i1 ~nd had oi dad !he i'lXalminonOIl of '~ai'r ClClivi'~e5 Qnd 'ClJstQFnlm, II hod msi~ted in making th~ f'lEC!!SSCry impFQ'\l,em&:nI~ to .he org ani sa ti on til ,ond monas eriol struetu pes Qlnd qu t!!~ily ~yMem~ a.nd hod nlso mode it Il8cessory to revi,ew dO)' to dory ,activilie5.

TWQ firms noted thot BS 7850 had fg-ciliMed the form 0 I i SQti I:) n the i r TOM p'r'ogulmme, h'Cllpil'l9 it 9,1;.'e credi bil,i')' ar'ld reinFo~cnl\g its cppllcetlen. On the other hond, three cOl'1!1pon'ies had nol' utilised BS 7850 IbacOiJ'se lit end not fit ~n with !hei f philo<rop:hy.

CONCLUSlONS

Recommendation.1 'Far HI. implementQtion of 10M in r.larionto t,he firms sliUdiedl.

• Clear go,ols ond ~p6cific monogeQlole to.sk.s I'1!1U~t be es:toblished, en,~urin9 fuot they a r~ nol' too wrd eon d COV,er oreos that requ ire j'itlprove,merlt, There a rill, ,exampre~ from the ~UNey of firm~ settiing their aim~, 100 widely and Ihen hoving to rev! f:W lhem,

• TQM sho!;!ld lbe integfatod into the corpofote ~tfudure 6y::;o'nnectillg il wi h comptlny S!1"CI18gis~. The advice 9 iV8n In BS TSSO Part '2 cone,etrning qu~liiy impro\;.ement gool~, 'furth,&r suppm4 this point.

• The TOM pr.ogramtne $hQu!d be odopted 10 5Y'it compony .chgrQcte.ristics. It Is urn portl;ll'1~' ro reg M,efate the'~yMem Olfl&r tjm~ if' it begin5 t,o slow down, Co5' gn cltempt flO r~inl1iota it once it I-Jo~ expilfed may be impo'$$ible" Again the .survey $h.ow~d. eJ(a mple~ wh "'Fe progrommes I1QQ hl,lte,red ,.

• Commitment ts vitcl fro the ·slucceSS of lQM, ComlnunlccliO'n of mQnagemenl,'s dedicQtion throu'l1lh adront must he effiective, Com.(1I'JU n iGa~km ,of ~uc.h mcltars 0$ t,h e< rrni~sion statement j$ n&O:8S,SCl ry to en$ure ,there, h p,erce'ptio,n .hot the ';;Qmp~ny'~ commitment is ~QtQ-L It ls imparkln~ lei rnvolve 0veryone .. T'raining and o wnreness crectren $,nould be ongOing, with feedbo·ck ~O maint,ai,n morale Q·F empIoYi'la.~. All suggesti'on~, bow~,ver ulllfa'1Ou re ble'l sheu Id be reviewll'd. Examples were round of i,n i tlia,ti ... ·es. made fnlitlCls~thrQugh pe'~i mf~1'I11 c·nd t'clt~ of commitment

• Culture ,hol'lge to Ul'Is,fiiUt.e 0 n awalrl3ll1e$~ of quollilj! is ~ri1iCDL The .impl'eIll'lEmtCllion of reel e h 0 n 91e may be Fie ed'e.d to d r i va quol i1y eu Iruu! da~elopment Alii !he firm$ in the .slvdy oonfirm~d !he' relevan~e of -his Motement and believed troining WCIS FlInda'lJI",ntal i n il'il~rod~c[ng the· comm ilmentt to. ih e TOM pJogiFaml'll1,e and thereby br! ngi 1\9 gbo,ul he' des ired changes"

• A change is req'!Jired from th.e HI'II ~:>:. if" atNlude to 0 "t'ig,ht fiF$t time" approach,

• f1:lc u,si ng on in te mal i rrnpt1Ow~rn<l;!nt ,i~a uel III u U COme fi rst. It may he preferable to contemplote methods of improving int,erncl ~y~pem~ Cflld ottitud!e~ befor~, u ndarla ki ngl eXoterl'l(l I fXlrlnel'ship~,. ~n tum, exJemal i'~Sues mary thenr booorne e.tIs ier to ~dlve.

• Surveys of CIJ:~IQrl'!e1 ~ Qlrtd Ma:ff may be carried out 10 ohtain opinrons on Ihe eHectiven ~~~ of iIT! provamen plans, Oritic'p~m can ba u~eJ co,ns.trucl'ivsiy to i m,PJO'V~ s to ff rnotivcfio n (l n d e u skmire r 10yc,lly.

• Iilel'llchmc r iflg agci n~t ''"Iuol i1)' oWm,ds, can be ,employed, CrifEH'ra are U$ed to a ue~s CHli orga nh'afion '~. pr,ogres~ 'toward~ "excall.eJ1l;e" il'l r,eil:l,tion 1'0 rhe enobling liJIIelf1O'ds us.ed' cnd. thei F F''''lU I~s ..

Recommendatio.ns fa .. the implement,afion of raM in Iih. ~anstril.itlii'C!n industry

• A deporh!Jre fr,om Ihe dem cnd to adopt oBS 5750 as la !.tgrtiflJg pOi!)!. Hurrying the qu,al ity process. purely to oibtoin certifiCali on, becau ~e fender I iMs requpre it, may nor o.s' the, :be~t way 10 improve quolilY· 'The industry need.s to irnpro'>'1e rhroug h th e fl.c;!olpfi 01'1 of GIU Blily ~ uhu ros and not ~i 1'I1Ip,jy through rndh'rd uo,1 com pafly 'certifkation,

• Th e r,eworki ng a,f TOM ~,1'ondard~ [i nelllld ing BS 785 OJ Q,nd qua lif)' ofl,!;fQ'rd~ o rna e ahem ~pecif'ioolly re!ev~l'lt to file ind\Jsiry, Thi1. is oeceuary 10 oke implemE!ntotnon ,easier ,ond more wida ,~p-Fead' w~fhurn con$trudion ond to gdd res ~

" Th I!! &11 CO u rag II rn'eolM 'r;I,f ,a' '1,1;1 01 i ty improv&me!H c\i!iltU're (lIne! p(IIr'lneunlips

ba'tw~ei1i c:onhrad()r~'d SIJPIP,I ier~, ], When did yo~~' company' ,lint l'Ier;lr' QIboll~ 10M, cnd tnom wh'@re~

consuhgnl$ and dleflls_

the m·i.51JU"Ider.stcnd,ing that IG!M 1:$, 6e'st SlIffeo;! 10 rnclon'wro.:cwril'lg ..

By odophlng these I'eeommenckll[ofls cr1ldllhe rE!$ul'tlng change IIi'! ottiltJ-de$ and wide< .scole dt'EI\"'i!llopmer;llt (Jof ,qIlCiIHy' cu'l!l,Ife, 'the condructloln' ~lIIdlJ$try mCiY Ibe ohlieto p.rQ9]reS$ in the fUluta, It) meel cUs<tomsf$ i i'lcracuing Iy high e;(p!lcMt~Oiii;!;_

REFERENCES

1. 08~RUNI)ER G'D' 11993], Prof,iiCt manageme:nt for engineering ,cnd eonslfuclionl .• McGraw Hilt

:2'. BRIfISH .5TAINIDi\RD7B50" 1992, Total Qual ily Manogsililoot,Partl:: Guide 10 man.Cls ef1l'lenot principles and fiigrt :2:

Guidilliinll~ ,fOr qugl'ily rmprO'lernen!s, 6SI.

3. COllARD R Itmdi SlWiBi: G lWLgy 19'9Ol. lotal QUQllliy •. Fcc~heel 29. P'lItsooli1!;!1 MgnoSenlent.

,4. tlEMliNG W f jl966'}, Our of the Cri$i$; qualiryi p~Udivi1y Dnd oom;ptltJil .... e posltlon, Cambridge.

5. JURAN J M I[ 1'988.1. Quality Control HC!,ndboo~, McG,ra,W©IHi'lt

o_ fTAATHEWS M ond I!AlIRAlrll J '[] 9,891.

Quolilr)/ Monag,em.ill Orgcmis,gtiOf\$ and TiKh ~i'o;!Q.!e.s, COIIiI~,lrudion. Indu',nry I'n~tlruta,_

7, COUA_RD R n 99,3). TQtQI Q..Io'lity:

S:UCGElSf. In FQught p!lopl~\ h'H;liml~ oJ 1?~/\l.iOnntll M.g~og~rnlll'lt.

APPENDIX I

,QuMtionnQ;"', on lota1 Qva6ty' Manag.m.n,

3. \>\!hOlt does your cornpail)" .desire 'to cchiev.e, by its rmpTementariDn" Imd OYer' wliot tti.m8 ~"e?

~, H~ has, your col'1'1panry rmpiElrnented TaM - hos GI a;ll'l.sllliloni bElen etmpl~yedl Or ~p8cicl temns, sill up~

6_ Which fQM ifl(;hniqlJ!'e'~ and tool's I!!nve heen IIcSed, hoe have IM6lii'i beell reJevolli1 to cOlilmdiQil1 ;grld ¥I'M I' prdbl'e~ ha'lj~1 1_ m~' i,nrneir IJcSi'I_

7 _ hl'ow i$ ~t inren:ded 10. ml;t(l~ure lhe TOM progrmnrne,'s. SI1~e.~~, ,and wh~1 !nc,ve' lbee~ the

problems, wilh!f,e~ rna1hods*' _

8, If Ihsy have been ,employed, how hQIVe$tolii~tiCial t9t~niqil:le5, ib..!! sUli'h!l:li to Ihe, Icc!t'1$1rIk:ncm in,d1lM1r'y?

10_ HG5, a traillltng "rogF~mme bMin e~'lDblisl1ed; hO'W' rong i~ Iht! pr'OQ,ramme, """"ha! cIoes me If'QinlrnQ1 j"",·oliYe;. whIC:.h ,employees hove received trQii'ilii'I{J~

1'1. How impork:lrit ii cul'1vral chonge 10 the ~ulX;eu of TOM ani! how will ihb be QChl.eved~' H:aw i fmjpo.~ to' I'l'ilCii:n:rgl;llilleFlt oornmHI'I'iElnt ~n 10 any c:ul!iUral dhong(l'~

1 :2" Does the, oonsltl'uc.110Jl indiu$tD'y of/a.- any difficulty in C!!Chrev;i'i'iIg li'il:s .culh.!rCl! dhlinge dl,l~ .tt;.

lhe u seoi 511.1b.ec>nltracfun? .

14. Wh.ol ~pecific prdblllm~, I n YO'l,l~ >'1_, e.'(Jisl in condrLlctiollil for TQM,?

1.5 .. How hl:l's TQM helped 10 <.;DIVE!' OF improve on,}, probl.ms within your .compony~

16, Whot alll yeur rec$llrV(lfion~' and op'illillt;;m~ ~ordiI'l9' iQM wi!hin your EQ!'!1p<my ,ond: in

generoli _

18, How opplrcaM., Ihove !he recomFi'lBndgtiQn~ 'of ISS 7S,;50 been, to impleli1iul.ntiJ1l!!l TQ.M wi:1lfliiil'yout ;;;ornpc!~

11'9, Spec ifl~Cllly, how rele v. Qnt ho, b~n BS, las 0 Pa'r! 1; Guide ro rn 0 n,c9lemllll1lt W I~th refElrm1(;e· to Fundamental cenceprs. fmpJemenitliilg '15I1Id thll role cJ 51.1pportlr1l9 leehniq:ue$1

20_ Se,pecifkaliy, how re!Je:l"QnlllolS bBE!FlII)S 785{) P,orl!:: GUidelil'les for quality imp,o- ... emenl wHi]; J<ef'er,ene,e to ~ntdamIlU"l!al CQ,nclI;p'ts. ilu;tlnagi'l1l'9 for quafHy ['I11p,r,oV'ermle'lIt, miBlholilblc!lY for 'qlJclity improvemllfll',5UtlPorling IDdh 'end tf!chnig~es.,

7

Copies of this years n 9'9'7J' papers ere QVaffil(llbl:Q, for £5.00 each 'on requ,es~ from the CI0.8, Boo_ksho.p. Tel o 1 344 6308'~ 11

CON8TRucrMON PAPERS 1997

No./]

No. 72

Buililing the ilillnage: the s~lldf ~t tile per.ro:nrtarlce factor, D BalMy E!tl!vrronn'lental auditing and. the d~vdopP1l:entindu$hy. R.J Gerag'ht:l'f

f,o r i nfo·,rmati·on on s ubscribilll 9 to the' Con sfrudion Illformotiion f i I e I P leo se 001'11 lne Commerdo,l Manager on () 1344 630a 1 3

All rl~t~ ITs~rvl?t~ no pil!rt cif ~hi~,puI:!Jk.ttK)n l!Th1y ix:'I:t'P.roY,g<,ll:d, ~t(.'IX,(! iii ~~·I:)·ff!l.rle~al ~y~~~"', fit' 1i'8'-i,Sr'r!!t:t\,)d! ilr\ 'my' f<.mn dl.y ~nr m~"ID8, eleclronic, tilU'.;;b.'!l.~i@!, 'pl)(,)~o!JOpy1Ili.S;, r-roordi~ng, ,~r a.therwl5~ wHhoul eilll.er !'he prim wnucn Pl'[!llliiJ;siCl.Il of I:h.~ Publishers or a li0o!l1Ice p~rJ1(lH.Hn:g .es.tr:iel1,'<l ';:1I~'rLng j" ~hc lJru~cl, I<ing,;['J", ""."'''~ loy t,h~ Cl>jJyc,;'l'lht L"''''''$;''8 :!\~'Y U4,· 90 ",*",,"'ham LCJiUrt R~"d, T .,~d[", WH' 9HE,