TQM - Total Quality Management: A Continuous Improvement...

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TOTAL QUALITY MANAGEMENT: A CONTINUOUS IMPROVEMENT PROCESS 1 © 1996 PHCC Educational Foundation Total Quality Management: A Continuous Improvement Process Introduction In order to comprehend the need for improvement in the construction industry and to better manage our projects and construction companies, we need to look for a method to do so. Construction managers need to improve their performance. Construction costs are becoming far too high. Construction project management is more difficult than it should be. When turnaround at the end of a project becomes a gut-wrenching experience with unnecessary disputes (which must be settled) that arise due to insufficient quality or indifference to quality, settlement by negotiation, arbitration, or even litigation imposes a serious drain on the financial resources of a company and limits profit potential. To be competitive in today’s market, it is essential for construction companies to provide more consistent quality and value to their owners/customers. Now is the time to place behind us the old adversarial approach to managing construction work. It is time to develop better and more direct relationships with our owners/customers, to initiate more teamwork at the jobsite, and to produce better quality work. Such goals demand that a continuous improvement (CI) process be established within the company in order to provide quality management. Ancient Greeks referred to the concept of continuous improvement as well as the Chinese. Recently CI has been referred to as Total Quality Management (TQM). Whichever name is preferred, the concept must be understood and applied to a firm’s operations. Meeting owner/customer requirements (providing customer satisfaction) is a primary objective of quality management, and contractors who are the suppliers of construction services must address owner/customer requirements if they are to succeed. The construction industry exists to provide a service to its owners/customers who are becoming more demanding and are seeking higher quality, better value, and lower costs. These owner/customer requirements mirror the economic pressures they face in their own businesses. Implementing total quality management / continuous improvement in managing everyday construction activities is relevant to all those who participate in and contribute to the construction process. What you will learn from this article: 1. A management style that focuses on customer satisfaction, the elimination of waste, and continuous improvement 2. A method for upper management leadership to demonstrate its commitment to the new style of management with the involvement of all employees 3. An understanding of how the new style of management applies to owners, designers, prime contractors, specialty contractors, and suppliers
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TOTAL QUALITY MANAGEMENT: A CONTINUOUS IMPROVEMENT PROCESS 2 © 1996 PHCC Educational Foundation What is Total Quality Management? TQM is a management philosophy, a paradigm, a continuous improvement approach to doing
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TQM - Total Quality Management: A Continuous Improvement...

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