Total Quality Management in Construction' / CIOB Construction Paper 1997 / Authors: Ian Burrell, AT Baxendale

8/6/2019 'Total Quality Management in Construction' / CIOB Construction Paper 1997 / Authors: Ian Burrell, AT Baxendale

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TOTAL QU'ALiITYMANAG :EM ,ENT IN~- ~ - - - - - -CONSTRUC1T ION Iby A T Bo xe n dc le BSc(HonsJI , MPhn , PlhD, Me lDS ,a nd I B urre ll'l B S (;(H o ns )

Directora te of Professional ServicesThe Cba:r~.ered.[nstUuh;~f BuildingEnglemereKlings Rid.

AscotBerkshireSL57TH


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kmy Bax61ldale r ~ Ib.;l' Principal teeM,!! l illCOI?~tn . r . ; ; r i ' ;m Man0l9srMl l ' Iri m > & foc,uify ofr . h ! 3 ' B u m ' f I l V l 1 ' C i 1 ' l m ! : l t l r ~ r r i l e Vnil lWs. i : lyaF f f l ' 9W'ElM III f fill g laml , Bds ~ol_ A pe,rla d ofworking in ; ~dLJ~r ry WQ1$ fo/tow,eJ by18dllrjl:lg ,experralHte< Oil IJnaer on d post-9 ! rDd ! ia J !9 c o u r1 l e's . Re'~'j;m;;h in'fI ;!~5t .5 [Ildua",~ he ,cp pif catiotJ oJ mono.g\9\!l1E1.I ' IJ in ro rmo f I \ (m~) I~l"em~ ond opeto1l'oIu mtl'Flagemen f forp r n j \ 9 c r , b Q 1 $ ~ d 0illlalli~C!ltion~,.fQ111 ,Bvnre l l t:'Gmpiete"d 0 IlSc{Hora, inCon~l!vQII'o.n Mt:ln~O!!i11Mta! fne U.n.iv.;t.rsi:tyof the W &. $ Iof England C1 J1 d has w orked Forbu.fdil 'Jg contr(l'


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( Qua liT y Co ! 5 ts )-[ Gontr,oj CQ~ ) + ( FarJurec:a~ J.,_""".., +ConiT'ClI Costs ) [ Prevemicrl GQ~~ ) ( ApprQl9(J1C~ )ImlJl lua l ' Ir~I~,t. l ine, odval' ltQge~. w ill in clu deo$imphfied pC! ' lpe ' l "w1 i )rk clnd o .ccou ntingprocedure.,. rediJcila u no erta in ly ~ ,te mm in 8'f ro m w o rk ir m wit'lI1 d i f fe r en t suppl i,ers f rompro+ect 10' P~lIli 'e ct a fi d, lmpl'()y~d me~hod~c!l1d pr rx ;edlJ , rEi~ thfO'II'9hteam worlj n9'.

( Fa lu r-e Cc;~!5 ).. '_~'wI~.,e.r ." 'l Ia.I.F.O.i l .Ui!" .e_C.OS T. _.- .~.- . . . . T ,IF.ig;IiIr.e2. IQuality C05H U ura n, 1 989 )

cO' l l s i ~,t!.of !h e fou r ~nE!p~,.ocGurrlng OeF 1Jp ed e d 0 ,1 H m G:. ' thQir au t con i inuou l lyrotat in9l .

'rainingTrain.ing F o r li()M requiras tholr bot~techn ica l , a nd h um ,a 'n i~ ;t ic 'olpecb Im$~b~odd nm ,ed . T he mQre 1'ec~[ I I ica l .h e p ro ce s ,s ,Ih,e morehhe em F lh ~s i~ ~ I; O iJ ld ! be p l C l C , & d onmil,e rr'illdillitl'9 c!" f un te r pe r~ono I on dcom I 'I "I l!!l ' I rcotuon ~k.~II$. The top lc s g l H : I :eX{]mr;h~eS, usad in ' th . . , ' Ilr,e,n in9 eff~rt s h o u le ibe ,lnlegi'o"ad w l 't !: . I he oci'IJalwork proceue~of th e il'ldividual~ !be in g tro in ed .. Th i~ willel' lC!,ble tile e m plo ye es to app ly new ly'IegmE!'d~ki II~ to th Bir iobs as qUk kl y a~po:55ible.

TeamworkT'eomwor Is 01 '1 aUemp t, led bymcmag.&I l1 IEln t , 1 0 e rn pr,oy mere effeclively f h l ; !va~t r e ~OY fCe po , te l l1 1 ii C !1 1f its Ie bQUr f,ofce.'Tihe eb l ,a i : :J lve of th e h~O[l1, O lp p ro c c 'h is toInvolve everyone in th e lOM pIr(H::'es~inc:luding suppllers, sub-contreicjors andC:1J~N: ,meu , Quo!lity te 'OJm~ call prov'idlecompl jn l .e~s with tl1'eor9cm~~d e nv i ronmen t1lI9c9umy for t1hel ~mp leJJH ; ! ln to t io [ l l .[]I!'jdcQntlnuol! , l~ 'oppli l;a lion ef TOM. The f 'OGal lpoint lo r ' 1 ;1 qual i ty teariloFgci'li~otlol'l li~ amo in ad v i$ ,ory co:>mmittee which j,5n~~,'p'o!'!~ibl e For e5 lC i1b li~h ilng the U!,am. S h~c ti Li re , . d e ' ve l o p il 'l g Ih;j peltc tes ~mdp re eed u re s [or t he j 'm ! p lem~n fg 1 ia n proce~i!i8d ilfjterview.~ were ,se lec led CiI$ 'h edata collectlon method since !h'e i n f o . r m o M o nr'&ql!JIired WOl ,e -$~e~tnoH)' qua lita tiv .. dr lna, tme . T h e q 'u e ~t io n ~ a ~ ke d re latedl to theimplaMMlotion o f TQM, p rogres .s endproblem~, e llc Qun t,e re d, ( ll~ 'wel l C IS Vf8W$oon ; ; ,em f n g ! h e g",idence 91iven in B S 785'0.The .5pedf~c c rea! C Idd rM ~ ad d uri "'g th e inter " " i ,e ,w~ i'nduded s uc h i.S 9Ue $ c ; . th e'I ea s o n :s , l o r u r n f ll em el f1 ta t i< :l n , ~ he Qb~e d i" " es$O~9hl, . lhe st l lJclu l res and l $ys tem~ us lKi , . h e ,'oel'li~"'e",ellt5 thot re~ull ..d, the problems,ent;ounmred and p ic n :!; fa t ! l ine fu lu~tI.


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iJ

DoItq.Ja,I

_- \( - .r - 'a~ ' rQf~~' 1"L _ , ..i.'y'

II" : " " ' " " ! '~...al~ ."~_~ ~ __ --J"

F igu f ie 3 . Imp lemen ft n ion of' TQM ~CoI I! l1 rd , 1993"


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Tw el ...,e Intan"iElw~ Wer , e cC!rded out withna licmo i a nd re '9 u on la~ COFistrou ,ctk l l ' ! endcon s l rudion re lgted H'rln~" A~ only !he .mai nf ind l i ngs or e rEpo r ted ~II'I 1h~$p t l pe r ,(1 cop y o fIh ~ que sticnno ire i~ i nc luded in rh eAppe ;nd ix ,

,S'umrnary oIfindi:nglIT h e ai!'l1~of m e tierM' T O M illiliativ-e,sTOM W"(lIS a imed a~:~ improving ope raH ,onQ,1 a!lfi~iency 1hmug h

h e u t ,i ii' sa ti i! H I a ~ cOI'1lI,im. !o o~ im tP r o c~emen r ;. . c os l r ed llclion ~ o'n d i r u : r eo :sed proRt$;'. e nho n cedi ob s o,t! ~ f QC t ion within 'theworkforce; ..

in o :: r, e- a se d ; l . : t a f f u lWO lvemen t , ga in in g a better und 'eutCind i lF ig ofell sfom'Bt"s , b l ; ) , h ir lfei!Tla W r end e: : . if"a tNlu de to 0 " t'ig ,h t fiF $ t tim e" a p pr oa ch ,

f1 :lc u ,sing on in te ma l i r rnpt1Ow~rn


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" Th I!! &11CO urag I I r n ' eo lM ' r ; I , f ,a' ' 1 , 1 ; 1 01iyimprov&me !H c\i!iltU're ( l I n e ! p(IIr' lneunlipsba' tw~ei1i c:onhrad() r~ 'd S I J P I P , I ie r~, ], W hen d id yo~~'c ompany ' ,lint l ' Ier; lr 'QIboll~ 1 0M , cnd t n o m wh '@re~con su hgn l$ an d dlef l ls_

th e m i.5 1J U" Id er.s tc nd ,in g th at IG !M 1 :$ ,6e'stS l I ff e o; ! 1 0 r n c l o n ' w r o . : c w r i l ' lg . .

By odoph lng these I ' e eomm enckl l [o f ls cr1 ld l lherE!$ul' t lng change I I i ' ! o ttiltJ -d e$ a nd w id e< .s co ledt'EI\"' i ! l lopmer;l lt ( J o f ,qI lCiIHy' cu'l!l,Ife, ' theco n d ru c tlo ln ' ~ lIId lJ $try m CiY Ibe o h lie top .r Q9 ]r eS $ in the fUluta, It) me e l cUs \ ! h O l t does your cornpai l ) " .des ire 'to cchiev.e, by i ts rmpTemen ta r iDn " Imd OYer' wl iot t t i . m 8~"e?~, H ~ ha s,you r co l'1 '1 p an rympiE l rnen ted TaM - ho s GI a;l l ' l .sl l l i loni bE len e tm p l~ ye dl O r ~ p8 cic l

te m n s, si ll u p~

6_ Which fQM i f l(;hniqlJ!'e'~ an d to ol's I!!n ve he en IIc Se d, ho e have IM6lii 'i beell reJevol l i1 tocOlilmdiQil1 ;gr ldI'M I ' p rdbl 'e~ ha'lj~11_ m~' i,nrneir IJcSi' I_

7 _ hl'ow i$ ~tinren:ded 10 . ml;t(l~ure lh e TO M progrmnrne, ' s . SI1~e.~~, , and wh~1 ! nc ,v e 'l be e ~ t heprobl ems , wilh!f,e~ rna1hods*' _

8, If Ihsy have been , employed , how hQIVe$tolii~tiCial t9t~niqil:le5, ib..!! sUli 'h!l: l i to Ihe,I c c ! t ' 1 $ 1 r I k : n c m in ,d1lM1r 'y?

1 0_ H G5,a t rai l l l tng " r ogF~mme bMin e~' lDbl is l1ed; h O ' W ' r ong i~h t ! pr 'OQ,ramme, " " " " h a ! cIoes m eIf 'QinlrnQ1 j " " , o l iYe;.whIC:.h,e m plo ye es h ov e r ece iv ed trQii'ilii'I{J~

1 ' 1 . H o w impork: l r i t ii ul '1v ra l chonge 10 the ~ u lX ;eu of TO M an i! how will ih b b e Q C h l.e ve d~ 'H:aw i fmjpo.~ to ' I'l'ilCii:n:rgl;llilleFlt oornmHI ' I ' iE lnt ~n 10 any c :u l !iU ra l dhong ( l '~

1 :2 " Does t h e , oon s lt l' uc . 1 10 J l i n di u$ tD 'y o f /a . - a n y d i f f icu l ty in C ! ! C h r e v ; i ' i ' i I g l i'i l: s . c u lh . !r C l! d h li ng e d l ,l ~ . t t ; .lh e useoi 5 1 1 .1 b .e c > n l t r a c f u n ? .

14 . Wh .o l ~ pe cif ic prdb l l lm~, I n YO 'l ,l ~>'1_, e. ' (J is l in c on d rL lc tio llil fo r T QM ,?1 . 5 . . H ow h l: l' s T QM h el pe d 10 < . ; D I V E ! ' OF im pro ve o n,}, probl .ms with in you r . c ompo n y~16, W hot alll yeu r rec$l l rV( l f ion~ 'and op 'i ll il lt ;;m~ ~o rd i I' l9 ' iQM w i!hin yo ur E Q!'!1 p


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C op ie s o f th is ye a rs n 9 '9 '7 J 'p a p e rs e r e QVa ffil( llb l:Q,o r 5 .0 0 each 'o n requ,es~from theCI0.8, Boo_ksho.p. Tel o 1344 63 08'~ 1 1

CON8TRucrMON PAPERS 1997No./]No. 72 Buililing the ilillnage: the s~lldf ~ttile per.ro:nrtarlce factor, D BalMy

E!tl!vrronn'lental auditing and. the d~vdopP1l:entindu$hy. R . J Ge r a g ' h t : l ' f

f , o r info,rmation on s u bscr ib illl 9 to the ' C on sfrudion Illformotiion f iIe I P le o se 0 0 1 ' 1 1 lneCommerdo,l Manager on ()1344 630a 13

A ll r l~ t ~ ITs~ rv l ? t ~ n o pi l!r t cif ~hi~,puI:!Jk.ttK)n! T h 1 y i x : ' I : t 'P . roY ,g< , l l : d , ~t(.'IX,(! iii ~~ I : ) f f ! l . r l e~al y ~ ~ ~ " ' , fit' 1i '8 '- i ,S r 'r ! ! t : t \ , )d!lr \ ' m y ' f < .m n dl.y ~n rm~ " I D 8 , e lecl ron ic ,t i lU'. ; ;b. ' ! l.~i@!, 'pl) ( ,)~o!JO py1I l i .S; ,r -roo rdi~ng, ,~ra.therwl5~ w H ho ul e illl.e r !'h e p rim wnucn Pl ' [! l ll i iJ ; s iC l . Il o f I:h.~Publishers or a l i0o! l1Ice p~rJ1 ( lH .Hn :g .es.tr:iel1, '

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Total Quality Management in Construction' / CIOB Construction Paper 1997 / Authors: Ian Burrell, AT Baxendale