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Quality Management in Construction Industry - Assignment

   

Added on  2020-01-21

67 Pages10935 Words32 Views
DISSERTATION(An analysis of the impact of total qualitymanagement in increasing customer satisfaction inthe construction industry: A study of BarrattDevelopments PLC)

ACKNOWLEDGMENT I want to give my sincere thanks to my mentor who supported me throughout thisdissertation. He gives me motivation and raises my confidence level in completing thisdissertation. It was all because of my mentor who guided me all through the research and I wasable to follow correct path. On the other hand, I would also like to thank my family members andfriends who motivated me and guided me throughout this way. Due to their cooperation andsupport I am able to finish this thesis with full quality.

ABSTRACT In order to retain their loyal customers it is becoming highly essential for companies tostrength their Total Quality Management (TQM) process. For the same, there are several factorswhich should be provided to consumers in an appropriate ways. These factors are price, quality,support services, effective policies, purchase value, Timeliness, production efficiency,uniqueness and innovation, etc. TQM is a process through which overall quality andperformance of employees can be improved and they are able to enhance their level of customersatisfaction. For the same, construction industry Barratt Developments PLC is taken intoconsideration. TQM is highly associated with the quality assurance. It can also be define as aprogram covering activities highly essential to provide quality in work to meet the projectrequirements as well. Barratt development is highly focused on delivering the highest qualityhomes through excellence across all aspects of construction. Quality in construction is tooimportant to enhance the profitability of system.In order to gather appropriate information data has been gathered by the way of usingprimary survey technique. Under this, online questionnaire survey methodology has been takeninto consideration on the basis of which different questions have been asked to customers. Afteranalysing their responses it has been concluded that within the construction industry one of thekey sources of maintaining total quality is reducing defects and wastage of raw materials. It isalso being concluded that customer satisfaction is a most important factor in the betterdevelopment and progress of construction projects. The entire study carried out has supported in knowing that Within the constructionindustry one of the key sources of maintaining total quality is reducing defects and wastage ofraw materials. Further, it has been articulated that Construction industry is fully associated withthe project development areas and several fields related to the construction. At the time ofgaining information about the satisfaction level of Barratt Development’s customers it has beenidentified that they are building quality new homes since 1958. On the basis of conclusion thereare some recommendations such as enhancing motivation level among workers, adoption of sixsigma technique, monitoring performance of workers etc.

TABLE OF CONTENTSCHAPTER 1: INTRODUCTION....................................................................................................11.1 Background of the study........................................................................................................11.2 Research aim..........................................................................................................................31.3 Research objectives...............................................................................................................31.4 Research questions.................................................................................................................31.5 Rationale of study..................................................................................................................31.6 Significance of the study.......................................................................................................41.7 Structure of the report............................................................................................................5CHAPTER 2: LITERATURE REVIEW.........................................................................................72.1 Introduction............................................................................................................................72.2 Customer satisfaction in construction industry......................................................................72.3 Major concepts of Total quality management.......................................................................82.4 Customer satisfaction levels of Barratt Developments PLC...............................................122.5 Impacts of TQM in terms of influencing satisfaction level of customers within constructionindustry......................................................................................................................................132.6 Summary..............................................................................................................................162.7 Conceptual framework.........................................................................................................17CHAPTER 3: RESEARCH METHODOLOGY...........................................................................183.1 Introduction..........................................................................................................................183.2 Research Philosophy............................................................................................................183.3 Research Approach..............................................................................................................193.4 Research Design..................................................................................................................193.5 Data collection method........................................................................................................203.6 Sampling method.................................................................................................................20

3.7 Data analysis plan................................................................................................................213.8 Accessibility issues..............................................................................................................223.9 Ethical issues.......................................................................................................................223.10 Research limitations...........................................................................................................23CHAPTER 4: DATA ANALYSIS AND RESULTS....................................................................244.1 Introduction..........................................................................................................................244.2 Data Analysis.......................................................................................................................244.3 Thematic Analysis...............................................................................................................244.4 Descriptive Statistics...........................................................................................................354.5 Cross Tabulations................................................................................................................374.6 Hypothesis Testing..............................................................................................................41CHAPTER 5: CONCLUSION AND RECOMMENDATIONS...................................................465.1 Conclusion...........................................................................................................................465.2 Recommendations................................................................................................................50Strategies for improving customer’s satisfaction and quality management of BarrattDevelopments PLC..............................................................................................................50Increasing motivation level among workers......................................................................50Monitoring the performance of workers just to acquire quality services......................51Adoption of six sigma technique.........................................................................................51Benchmarking process........................................................................................................51Measurement of productivity.............................................................................................52REFERENCES..............................................................................................................................53Books and Journals....................................................................................................................53Online........................................................................................................................................55APPENDIX....................................................................................................................................57

Questionnaire for customers of Barratt Development Plc.........................................................57

CHAPTER 1: INTRODUCTION1.1 Background of the studyAccording to (Goetsch and Davis (2014) customers are considered as a most importantparts of any organization. In order to attain higher competitive advantage and increasing salesmargin of company it is highly essential to keep customers satisfied. For the same, now day’sorganizations are looking for better strategies through which they can keep their customerssatisfied and motivated as well. Nanda (2005) has given different factors which should beprovided to consumers in an appropriate ways. These factors are price, quality, support services,effective policies, purchase value, Timeliness, production efficiency, uniqueness and innovation,etc. By maintaining all these factors effectively, companies are able to attract more number ofcustomers and maintaining their target base as well. According to Sallis (2014) quality is one ofthe major aspects which affects the total satisfaction level of customers in both the positive aswell negative way. In order to retain their loyal customers it is becoming highly essential for companies tostrength their Total Quality Management (TQM) process. Yang (2003) stated that the wholeprocess of TQM can be summarized as a management system for a customer focusedorganizations. This system can effectively involve all employees in continual improvement. Bythis, employee’s performance can be enhanced and they are able to perform more appropriately.For this, organizations might use various strategies, data as well as effective communication inorder to integrate the quality discipline within an organization. Moreover, Total QualityManagement (TQM) is a wide management approach and aimed to attain long term success infuture business with a strong focus on customer’s satisfaction. This approach depends oninvolvement of all employees of an organization in improving culture, process, products andservices. Reducing defects and wastage of raw materials are also considered as importantfunction of TQM. Besterfield (2011) argues that TQM views an organization as a collection process. Itmaintains that companies must strive to continuously improve these processes. They can easilymaintain this with the help of incorporating the knowledge and experiences of workers. Sallis(2014) has given effective process for the TQM and stated that “Do the right things, right thefirst time, every time. According to Caruana (2002) customer satisfaction is a most importantfactor in the better development and progress of construction projects. With the help of this,1

owners are able to develop better relationships with all the customers. In order to make theircustomers loyal they require being concerned about the expected influence on the future projectsas well as word of mouth reputations. However, so far, customer satisfaction in the constructionindustry is under researched. One of the major approaches for the satisfaction level of customersin the construction has been on house building. Low level of customer’s satisfaction is one of themajor research issues of the current study (Gomez, McLaughlin and Wittink, 2004).Construction industry of UK is facing this problem due to different factors such as time, cost,quality, client orientation, communication skills and response to complaints. Organizations ofthis industry are not capable enough to satisfy their customers on these aspects. It affects theoverall performance of the company. Therefore, the current research study focuses on thisresearch problem. Oakland (2014) stated that there are various ways through which overall satisfaction levelof consumers can enhance. For the same, company needs to go through the market research inorder to identify the market needs. On the basis of same, demands of customers can be fulfilledand organizations can keep them happy and satisfied (Customer satisfaction: a key component ofTQM, 2012). TQM is a process through which overall quality and performance of employees canbe improved and they are able to enhance their level of customer satisfaction. It helps inpreventing mistakes from occurring and maintains the smooth processing of all the businessfunctioning. Besterfield (2011) argues that continuous improvement is highly linked with theprocess of TQM and it provides effective and appropriate detail execution of all the workelements. With the help of this, continuous improvement takes place as per the capabilities,people, processes and technological impact. It highly deals with the changing process andimproving results. More importantly with the help of improving capabilities organizations areable to produce better results in the future. There are mainly five areas on the basis of whichcapability improvement can be more focused with such as demand generation, supply generation,technology, operations and people capability. In this regards, the present study takes place in order to determine the role of total qualitymanagement increasing customer satisfaction. For the same, construction industry BarrattDevelopments PLC is taken into consideration. It is one of the largest residential propertydevelopment companies. This organization is situated in UK and highly focused with the qualityof building homes. This company has been building quality new homes since 1958 and due to2

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