Implementation of Site Quality Management System for a Building Construction Project Sites

Abstract

The construction Industry plays a crucial role in providing consistent quality and value to clients. However, the sector has been grappling with quality issues, leading to unsatisfactory outcomes, unsafe structures, and budget overruns. To address these challenges, the implementation of a Quality Management System (QMS) is essential. The QMS provides a systematic approach to managing product and process quality, ensuring customer satisfaction, compliance with regulations, and reducing rework and scrap. Implementation of a robust QMS requires involvement in tasks such as business analysis, initial planning, increasing awareness, expert training, document control, deployment, measurement and control, auditing, and continuous improvement. This study aims to highlight the importance of quality management in the execution phase of small-scale building construction projects by analysing the data collected from interviews and questionnaires with builder / contractor, consultants and customers / building occupants and examining the quality management practices of small-scale building contractors and their impact on customer satisfaction, organizational efficiency, and cost-effectiveness.

Introduction

I. INTRODUCTION

In today's competitive market, construction companies must prioritize consistent quality and real value to stand out and satisfy their clients. Building strong relationships with owners and clients, fostering teamwork, and delivering desirable quality work have become increasingly important. These objectives necessitate the establishment of a continuous improvement (CI) process within the organization to ensure effective quality management.

The success of construction projects is directly linked to their quality. In India, the construction industry has long grappled with quality issues despite substantial investments in infrastructure and development projects. Contractors often win contracts by submitting low-priced offers, compromising the ability to meet standards and specifications. Similarly, consultants may be pressured to reduce initial construction costs, leading to a decline in required quality. This lack of quality manifests as poor workmanship, non-sustainable structures, and an overall deviation from the required standards.

Figure 1.1 illustrates a quality management system, which plays a crucial role in addressing these challenges. To ensure safety and quality, clients often engage consultants for limited services during construction. However, this approach increases risks, delays, and overall project costs. Quality management should be integrated throughout all stages of the project life cycle and classification of construction projects. Quality can be defined as a characteristic or feature, representing the satisfaction and fulfilment of project participants. It encompasses how effectively something is made, meeting specifications and customer expectations. Quality Management Systems (QMS) focus on ensuring that products or services consistently meet or exceed customer expectations. Implementing a QMS offers numerous benefits, including enhanced customer satisfaction, compliance with regulations, reduction of rework and scrap, data-driven decision-making, and fostering a culture of continuous improvement.

Design and construction are pivotal phases that significantly impact project outcomes. A QMS serves as a system for managing and documenting the shape, procedures, responsibilities, and processes necessary for effective quality management. Implementing a QMS enables organizations to improve efficiency and effectiveness, fostering a more unified and stronger structure. In a survey conducted by the National Economic Development Office (NEDO) in London, design and poor workmanship accounted for over 90% of non-successful events in construction projects. This highlights the importance of quality management during the execution phase. Developing and implementing a QMS requires investment in time and resources. Key areas to consider include obtaining top management support, analysing the business structure, planning, increasing awareness, providing expert training, establishing document control, deploying the QMS, measuring and controlling processes, conducting audits, and embracing continuous improvement. Each of these areas contributes to the overall success of the QMS implementation.

In the construction industry, where multiple parties are involved, implementing QMS principles can be challenging. However, it is a necessary endeavour for organizations to adapt to changing environments, meet client expectations, and stay competitive. Concepts from the manufacturing sector, such as Total Quality Management (TQM), Reengineering, and Lean Production, are being integrated into the construction industry. However, successful implementation depends on fostering a culture of teamwork and cooperation among all parties involved. Implementing a robust Quality Management System is a significant undertaking but offers substantial benefits. Quality-One provides customized solutions for developing and implementing QMS within organizations. Their services include QMS consulting, training, and support from subject matter experts to ensure effective and efficient implementation.

In conclusion, prioritizing quality management in the construction industry is crucial for success. By establishing a comprehensive QMS, organizations can consistently meet customer expectations, improve efficiency, and foster a culture of continuous improvement.

II. LITERATURE REVIEW

Tan Chin-Keng, Abdul-Rahman, Hamzah (2011) describes the importance of quality management in construction projects and its impact on a company's long-term competitiveness and survival in a challenging and competitive construction market. The role of quality management is seen as intertwined with all operational and managerial processes of a construction company. The study adopts in-depth semi-structured interviews with representatives from construction companies, aiming to ascertain the perceptions and experiences of industry practitioners. Convenience sampling is used to select the sample, focusing on construction companies registered with the Construction Industry Development Board (CIDB) Malaysia and currently involved in project management. The paper discusses the presence of ISO 9001 certification among the interviewed companies, with five out of twelve companies being certified and two others working towards certification. ISO certification is acknowledged as a current industry trend for marketing purposes. Interestingly, none of the companies are currently practicing Total Quality Management (TQM), and those without ISO certification claim to practice quality management through their own approaches. The focus of quality management is primarily fulfilling contractual obligations rather than prioritizing customer satisfaction as emphasized in the philosophy of TQM. The paper sheds light on the perceptions and practices of quality management in construction projects, with a focus on the balance between meeting contractual requirements and achieving customer satisfaction.

Neyestani (2015) paper explores the impact of Quality Management System (QMS) implementation on construction projects in Metro Manila, Philippines. The study includes an in-depth literature review to understand the concept of QMS, identify key factors in construction projects, and examine empirical studies on the effects of QMS. Data was collected through a questionnaire distributed to 37 managers, and descriptive statistics were used for analysis. The findings highlight that QMS implementation primarily affects customer satisfaction, followed by cost and time, while its impact on quality/scope was minimal. The review emphasizes that QMS, with its systematic approach, documentation, guidance, and auditing, should be integrated into all project management processes. Literature review indicates that QMS implementation, based on the PDCA methodology, can optimize project performance and problem-solving. Project success, customer satisfaction, and the iron triangle of cost, time, and quality are significant elements in construction project success.

However, the study reveals a tendency among managers to focus solely on ISO 9001 certification, neglecting other QMS standards that can further improve quality, reduce project duration, and enhance customer satisfaction. The review concludes that QMS is an effective tool for improving organizational performance and suggests implementing QMS standards in projects. Future research is recommended to explore sustainable development in construction projects through QMS implementation.

Sergey Lukichev, Marina Romanovich (2016) discusses the importance of Quality Management System (QMS) implementation for sustainable development in construction companies. The study highlights the lack of a clear algorithm for implementing QMS in the construction industry and emphasizes the need for guidelines to classify construction companies and determine key parameters for selecting QMS instruments. The study identifies the main objectives of QMS implementation, including exceeding client expectations, minimizing product denial or returns, improving product competitiveness, enhancing the company's reputation, and optimizing internal operations. The study also presents reasons for implementing QMS based on surveys of Russian company directors, such as quality as a strategic factor, image enhancement, import requirements, provider demands, and stakeholder expectations. The choice of a certifying authority significantly impacts the quality of the QMS, and certification is not always obligatory. The ISO 9001:2015 standard is highlighted to improve competitiveness in the global market. While there is existing literature on QMS content and implementation suggestions, there is a lack of a comprehensive methodological companion that considers the specific characteristics of construction companies.

Based on the reviewed literature focusing on practices, management commitment, and challenges, the study aims to explore the application of quality management in building projects. To maintain competitiveness in the current business climate, it is crucial for companies to seek ways to enhance quality and productivity. The literature indicates a gap in the implementation of Quality Management Systems (QMS) between small-scale and large-scale projects. Therefore, further investigation is needed to examine the quality management practices of building contractors, considering customer satisfaction, employee satisfaction, and product quality and efficiency in terms of cost and time. Furthermore, it is necessary to conduct a detailed examination of the significant obstacles to implementing quality concepts in the construction sector.

The research questions are further developed into a comprehensive questionnaire survey, with the aim of filling the knowledge gap regarding quality management in small-scale building construction projects within the construction industry.

Junying Loua , Jiang Xub ,Kun Wangc (2017) emphasizes the significance of quality control in urban complex construction projects and explores the role of Building Information Modelling (BIM) in ensuring quality standards. It analyses the design features and layout difficulties related to project quality control in urban complex projects. The paper discusses the combination of BIM and Augmented Reality (AR) techniques in specific applications to improve construction quality during the pre-, process-, and post-management phases.

The integration of BIM technology and construction quality management systems is investigated, focusing on their impact on construction quality control, urban complex construction, and exploring quality control methods. The paper emphasizes the importance of construction quality in urban complexes and highlights the value of BIM techniques for effective construction quality control and the development of large-scale projects.

Mohd Zaid Malik, Rajiv Banerjee, Syed Aqeel Ahmad (2018) discusses the implementation of Total Quality Management (TQM) in the construction sector. It emphasizes the benefits of TQM in improving quality, customer satisfaction, product quality, market share, and stakeholder satisfaction. The paper reviews studies and literature related to the implementation of TQM in construction, utilizing sources from authentic journals and conferences. The research includes web searches and questionnaire surveys to gather relevant information. The philosophy of TQM is explored as a preventive approach that focuses on planning, organizing, and understanding each activity. While TQM has been successful in manufacturing and other industries, the paper acknowledges the unique challenges faced by the construction industry and highlights the potential benefits of TQM adoption in this sector.

Muhammad Usman1, Muhammad Shafiq (2019) explores the impact of Quality Management System (QMS) implementation on customer satisfaction. A modified SERVQUAL model with six major factors (tangibles, trust ability, responsiveness, assurance, empathy, and price & deals) was used to analyse the impact on customer satisfaction. The study involved 24 individual guests and 11 small and medium-sized enterprises (SMEs).

Data was collected through structured questionnaires and analysed using ANOVA tests, histogram analysis, and Pareto analysis. The findings suggest that QMS ISO 9001 positively contributes to customer satisfaction, improving processes and fulfilling customer requirements. Implementing ISO 9001 can enhance a company's credibility, image, and profitability in both local and global markets. The study emphasizes the importance of focusing on quality programs, particularly in developing countries, to further enhance customer satisfaction.

III. RESEARCH METHODOLOGY

This research involves investigating and implementing the existing Quality Management System in construction projects. The factors that impact the quality of construction projects are identified, specifically during the execution phase. Additionally, the study further aims to investigate the defects in Quality Management and develop techniques to overcome them based on the collected data.

The Methodology for research consists of the following steps:

1. Conduct a comprehensive literature survey by reviewing various journals and quality standards.
2. Based on the literature survey, identify the factors that influence quality management.
3. Prepare a questionnaire that addresses these identified factors.
4. Distribute the prepared questionnaires among people with same background. Also, arrange personal interviews with contractors to discuss the major factors they encounter.
5. Check and interpret the collected data.
6. Study the analysed factors and formulate recommendations and solutions to address them, aiming to benefit the Contractors.

The questionnaire survey includes several optional points that need to be rated on a five-point scale. The scale is described as follows: "5= Extremely Strong, 4= Strong, 3= Moderate, 2= Less, and 1= Very less." Some Yes / No Questions and few descriptive Questions.

IV. DATA COLLECTION & ANALYSIS.

A questionnaire has been devised to examine quality management practices in the construction industry and explore methods to enhance quality in construction projects. The questionnaires were developed based on literature reviews and insights from field experts such as contractors, engineers, project managers, and consultants. These field professionals possess a comprehensive understanding of the key factors influencing quality.

The questionnaires primarily concentrate on the execution phase, specifically the superstructure, as this is where construction quality is most frequently compromised. The questionnaire specifically targets column work, beam work, slab work, brick or block work, and plastering work. While numerous factors influence construction quality, this project focuses only on major factors such as concrete work (concrete quality, pouring, compaction, curing, etc.), manpower, material quality, equipment quality, and detailing.

The questionnaire encompasses various types of questions, including Yes/No questions, scaled questions, and contingency questions.                            

Quality control measures, Factors affecting Quality & Important aspects identified during literature review, Questionnaire Survey and interviews with Client, Engineer, Contractors, and Consultants are ranked according to their impact with an equation developed as impact Index. It is defined as the ratio of sum of product of frequency of getting the same score (here, low, medium, or high) to the total number of responses. Impact Index is helpful in determining the impact of factors causing defect It is used to rank the factors. In this report factors are ranked according to impact index. Impact Index (I.I) is given by   

Impact Index = (∑F r x r/N) ;

Where,  r= severity score; (Low=1, medium=2, high= 3)

              F= frequency of factors getting sc­­­­ore r.

              N= total no of respondents

V. DISCUSSIONS & FINDINGS

The research methodology involved the distribution of 15 sets of questionnaires among participants involved in the construction project, considering their experiences and positions mentioned earlier. A total of 96 respondents provided their responses, which were carefully examined and analysed. This discussion focuses on the findings obtained from five selected questions from the questionnaire.

According to the respondents, the most prominent quantity management technique employed at construction sites is the utilization of checklists. Additionally, flow charts, statistical analysis, control charts, and histograms are also considered important in managing quantity-related aspects.

Quality control in construction involves the continuous monitoring and assurance of construction materials, workmanship, and processes to ensure they meet specified standards and requirements. This includes activities such as inspections, testing, and documentation to verify compliance. Safety measures play a crucial role in safeguarding workers, visitors, and the public from potential hazards present on construction sites. These measures encompass the implementation of safety protocols, the use of personal protective equipment (PPE), regular safety inspections, and training programs aimed at educating workers about safe practices. Personnel training is of paramount importance in equipping workers with the necessary skills and knowledge to perform their tasks safely and efficiently. Training programs cover various areas such as construction techniques, equipment operation, safety procedures, and adherence to regulations. The specific regulations and standard procedures may vary depending on the country, region, or industry. Thus, it is essential for construction companies and project managers to familiarize themselves with applicable regulations and standards, ensuring a safe and quality-focused work environment.

The significance of a quality management system in construction projects is primarily based on customer satisfaction, followed by factors such as competitive markets, client satisfaction, stakeholder satisfaction, and management commitment.

Table 1. Important Aspects for Maintaining QMS.

The quality control measures implemented at construction sites prioritize the quality of materials used in all construction activities. Other measures include conducting proper testing and sampling, maintaining the sequence of construction, establishing procedures to control quality, defining responsibilities and duties, ensuring quality workmanship, adhering to prescribed curing and de-shuttering schedules, conducting regular or weekly inspections, and holding site review meetings with staff.

Table 2. Quality Control Measures

Conclusion

The implementation of a highly effective quality management technique, namely the utilization of checklists, has been observed at construction sites. Ready-Mix Concrete (RMC) is the prevailing type of concrete utilized. Findings from the respondents indicate that quality control, safety measures, and personnel training are extensively practiced in large-scale construction projects, while they are often overlooked in small-scale construction sites. Customer satisfaction has emerged as the paramount aspect for upholding a robust Quality Management System (QMS). Additionally, the quality of materials employed in all construction activities has been identified as the most frequently employed quality control measure.

References

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Copyright

Copyright © 2023 Tejal Vishe, Dr. Yashvant Patil, Prof. Jyoti Aher B.A.. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.