CE156ConstProjMgntLecture08 - CE156 LECTURE NO 8...

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CE156 - CONSTRUCTION PROJECT MANAGEMENT LECTURE NO. 8 - CONSTRUCTION TQM (TOTAL QUALITY MANAGEMENT) Total Quality Management (TQM) is a relatively new concept in construction industry but it has made significant impact for the past two decades. Although dozens of books and hundreds of articles have been published about TQM philosophy, the entire concept can be summed up in just two guiding concepts : Customer Satisfaction Continuous improvement The concept of customer satisfaction goes far beyond the traditional idea of providing an acceptable product to the owner for whom we are working. The “customers” are considered to be everyone involved in the building process from designers to sub- contractors and employees. With the goal of developing an atmosphere of pride, trust and profitability in the construction process, the TQM does away with the traditional hierarchical barriers and encourages innovation and cooperation. Ideas flow more freely and decisions are made with more input from all of the parties involved. Continuous improvement means making every job better than the last one. Ask “is there a better way to perform this task?” If so, learn from the experience and share it with the
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