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TABLE OF CONTENT

ITEM TITLE PAGE




ABSTRACT I

ACKNOWLEDGEMENT II

CONTENTS III

ABBREVIIATIONS X

LIST OF TABLE XI

LIST OF FIGURES XII



CHAPTER 1: INTRODUCTION



1.1 OVERVIEW 1


1.2 PROBLEM STATEMENT 2


1.3 AIM OF RESEARCH 3


1.4 OBJECTIVES OF RESEARCH 4


1.5 SCOPE OF STUDY 4


1.6 RESEARCH METHODOLOGY 5


1.7 RESEARCH METHODOLOGY FLOW CHART 7


1.8 GUIDE OF DISSERTATION 8


1.9 SUMMARY 9



CHAPTER 2: LITERATURE REVIEW



2.1 OVERVIEW 11


2.2 AN OVERVIEW ON MALAYSIAN CONSTRUCTION
INDUSTRY
13

2.2.1 History of Malaysian Construction Industry 14

2.2.2 Roles of Construction Industry Development Board
(CIDB)
15

2.2.3 Initiatives of Construction Industry Development Board
(CIDB) in Pertaining Quality Control Standards
18


2.3 QUALITY AND PERFORMANCE ISSUES IN BUILDING
CONSTRUCTION
20

2.3.1 Introduction to Quality and Performance in Construction 21

2.3.2 The Factor Which Influence The Quality in Construction 23


2.4 CURRENT PRACTICE IN MANAGING THE QUALITY
AND PERFORMANCE ON CONSTRUCTION IN
MALAYSIA
24

2.4.1 Satisfaction 26

2.4.1.1 Definition of Customer Satisfaction 27

2.4.1.2 Measuring Customer Satisfaction 28

2.4.1.3 Examples of Complaints Due to Dissatisfaction On
Defective Houses From Decided Cases
29

2.4.1.4 Expectation and Quality Towards Customers Satisfaction
in Construction Industry
30


2.5 POOR QUALITY AND WORKMANSHIP AND THEIR
CAUSES
32

2.5.1 Poor Project Management 33

2.5.2 Complicated Role of Contractor 34

2.5.3 Lack of Experience and Competency of Labours 34

2.5.4 Language Barrier to Communication and Lack of
Communication
35

2.5.5 Unsuitable Construction Equipments 36

2.5.6 Poor Weather Conditions 36

2.5.7 Limited Time 36

2.5.8 Limited Cost 37


2.6 RELATIONSHIP BETWEEN QUALITY ,
WORKMANSHIP, AND DEFECTS
37

2.6.1 Latent Defects 39

2.6.2 Patent Defects 40


2.7 INTRODUCTION TO QUALITY ASSESSMENT IN
CONSTRUCTION (QLASSIC)
42

2.7.1 Scope of QLASSIC 44

2.7.2 QLASSIC Assessors 44

2.7.3 Assessment Approach and Sampling Process 45

2.7.3.1 Structural Works 45

2.7.3.2 Architectural Works 45

2.7.3.3 Mechanical and Electrical (M&E) Works 46

2.7.3.4 External Works 46

2.7.4 Construction Industry Standard (CIS) on Quality
Assessment System for Building Construction Work
46

2.7.5 Category of Building 48



CHAPTER 3: RESEARCH METHODOLOGY



3.1 OVERVIEW 50


3.2 DATA COLLECTION METHOD 51

3.2.1 Research Design 52

3.2.1.1 Stage 1: Literature Review 53

3.2.1.2 Stage 2: Case Study 54

3.2.1.3 Stage 3: Interview 55

3.2.1.4 Stage 4: Questionnaires 58


3.3 DATA ANALYSIS 59


3.4 SUMMARY 59



CHAPTER 4: CASE STUDY



4.1 OVERVIEW 60


4.2 CASE STUDY 1 (DEVELOPER) 61

4.2.1 Factor That Cause Poor Workmanship during
Construction
62

4.2.1.1 Solution Regarding to the Poor Workmanship during the
Construction
65

4.2.2 Quality requirement of Quality Assessment System for
Building Construction Work (QLASSIC)
68

4.2.3 The Awareness of Selected Parties within the
Construction Industry in Implementing QLASSIC
Procedure in Construction Project
70

4.2.4 Issues and Challenges of Gaining QLASSIC Score for
Construction Project
72


4.3 CASE STUDY 2 (CONSULTANT) 74

4.3.1 Factor That Cause Poor Workmanship during
Construction
75

4.3.1.1 Solution Regarding to the Poor Workmanship during the
Construction
79

4.3.2 Quality requirement of Quality Assessment System for
Building Construction Work (QLASSIC)
81

4.3.3 The Awareness of Selected Parties within the
Construction Industry in Implementing QLASSIC
Procedure in Construction Project
84

4.3.4 Issues and Challenges of Gaining QLASSIC Score for
Construction Project
86


4.4 CASE STUDY 3 (CONTRACTOR) 88

4.4.1 Factor That Cause Poor Workmanship during
Construction
89

4.4.1.1 Solution Regarding to the Poor Workmanship during the
Construction
92

4.4.2 Quality requirement of Quality Assessment System for
Building Construction Work (QLASSIC)
94

4.4.3 The Awareness of Selected Parties within the
Construction Industry in Implementing QLASSIC
Procedure in Construction Project
97

4.4.4 Issues and Challenges of Gaining QLASSIC Score for
Construction Project
99



CHAPTER 5: DATA ANALYSIS AND FINDINGS



5.1 OVERVIEW 101


5.2 PROJECT INFORMATION DETAILS 101

5.2.1 Section A: General (Particulars of Respondents And
Company)

103

5.2.2 Section B: To investigate The Factors That Cause Poor
Workmanship during Construction
105

5.2.2.1 Building Quality and Common Building Defects 105

5.2.2.2 Factor That Cause Poor Workmanship during
Construction
106

5.2.2.3 Solution Regarding to the Poor Workmanship during
Construction
108

5.2.3 Section C: To Explore the Quality Requirement of Quality
Assessment System for Building Construction Work
(QLASSIC)
109

5.2.4 Section D: To Identify the Awareness of Selected Parties
in Implementing QLASSIC Procedure in Construction
Project
111

5.2.5 Section E: Issues and Challenges of Gaining QLASSIC
Score for Construction Project
112



CHAPTER 6: CONCLUSION



6.1 OVERVIEW 114


6.2 ACHIEVED RESEARCH OBJECTIVE 114


6.3 CONCLUSION 115

6.3.1 To Investigate the Factor That Cause Poor Workmanship
during Construction
115

6.3.2 To Explore the Quality requirement of Quality
Assessment System for Building Construction Work
(QLASSIC)
117

6.3.3 To Identify the Awareness of Selected Parties within the
Construction Industry in Implementing QLASSIC
Procedure in Construction Project
118

119
6.4 RECOMMENDATION


REFERENCES 121

BIBLIOGRAPHY 128











ABBREVIATIONS


ACMV Air-conditioning and mechanical ventilation works
CIDB Construction Industry Development Board Malaysia
CIMP Construction Industry Master Plan
CIS Construction Industry Standard
CONQUAS Construction Quality Assessment System
CREAM Construction Research Institute of Malaysia
FIDIC International Federation of Consulting Engineers
GDP Gross Domestic Product
P2P Partnering Program
PATI Pendatang Asing Tanpa Izin
QLASSIC Quality Assessment System in Construction
R&D Research and development
R.E Resident Engineer
S.0 Superintending Officer
UBBL Uniform Building Bylaws









LIST OF TABLE

TABLE
NUMBER
TITLE PAGE

Chapter 2

2.1 Allocation of Weightage for Components of Building
Construction Work
49


Chapter 4


4.1 Developer's Project Information 61

4.2 Consultant's Project lnforrmation 74

4.3 Contractor's Project Information 88


Chapter 5


5.1 Project Background Details 102

5.2 General (Particulars of Respondents and Company) 104

5.3 Building Quality in Malaysia and Common Building
Defects
106

5.4 Factor That Cause Poor Workmanship during
Construction
107

5.5 Solution Regarding to the Poor Workmanship during
Construction
108

5.6 To Explore the Quality Requirement of Quality
Assessment System for Building Construction Work
(QLASSIC)
110

5.7 Identify the Awareness of Selected Parties in
Implementing QLASSIC Procedure in Construction
Project
111

5.8 Issues and challenges faced by the construction team
in 112 implementation of QLASSIC
112

LIST OF FIGURE

FIGURE
NUMBER
TITLE PAGE

CHAPTER 1


1.1 Flow Chart of Research Procedure 7


Chapter 2


2.1 The Customer Satisfaction Theory (Source: Woodruff,1996) 27


Chapter 3


3.1 Flow of Research Study 50

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