Construction Project Quality and Customer Satisfaction

This assignment delves into the crucial relationship between construction project quality and customer satisfaction. It examines existing practices in the UK construction industry, identifies prevalent problems, and proposes recommendations for enhancing project control and achieving higher levels of customer satisfaction. The analysis draws upon relevant literature and research to provide a comprehensive understanding of this important topic.

Running head: QUALITY PLANNING AND ANALYSIS
49309 Quality Planning and Analysis
Design and completion of a Work: Constructing a House
Student Name:
University Name:

1QUALITY PLANNING AND ANALYSIS
Table of Contents
Part 1: Introduction..........................................................................................................................2
Part 2: Customer Satisfaction..........................................................................................................3
2.1. Stakeholder Analysis............................................................................................................3
2.2. Capturing the Customer Needs.............................................................................................4
2.3. Customer Needs Analysis (Kano Analysis).........................................................................8
Part 3: Design Requirements.........................................................................................................12
3.1. Translating Customer Needs into Design Requirements (QFD)........................................12
3.2. Design Risk Analysis (FMEA)...........................................................................................15
Part 4: Supplier Selection and Evaluation.....................................................................................16
4.1. Identifying the Components, Elements, Parts, etc..............................................................16
4.2. Developing the Supplier Selection Criteria........................................................................19
4.3. Constructing and Using a Supplier Selection System........................................................20
4.4. Conclusion..........................................................................................................................22
Part 5: Statistical Process Control..................................................................................................23
5.1. Identifying the Processes....................................................................................................23
5.2. Constructing and Using a SPC Chart..................................................................................24
5.2.1 Tools as well as techniques used to analyze the quality of the selected process..........24
5.2.2 Steps followed into SPC analysis and justifications into decisions..............................25
5.2.3 Results of the SPC analysis with use of proper tools and techniques..........................26
Part 6: Problem-Solving................................................................................................................30
6.1. Identifying Problems and Using Problem-Solving Tools...................................................30
6.2. Constructing and Using Problem-Solving Tools................................................................31
References......................................................................................................................................33

2QUALITY PLANNING AND ANALYSIS
Part 1: Introduction
This paper is focused on quality planning and analysis for the design and completion of a
work that is construction of a house in Perth, Australia. The project is being undertaken by a
project management organization named PHC projects in collaboration with Ventura Homes.
PHC projects is a national management consultancy that offers services and delivers small to
large-scale projects to scope, on time and within budget while delivering outstanding business
results. Ventura Homes was established in the year 1993 with a motive of designing and building
the most versatile, beautiful and functional homes in Australia. The construction of the house
will be for residential purpose with two storied accommodation along with parking garage. The
house will be built in the suburbs however well connected through bus or other transport
facilities besides private cars. The house will be located in an environment full of greenery and
free from pollution. The house will offer the owner with smooth connectivity and luxury at very
affordable pricing along with maintaining high standards in terms of quality of construction and
specifications.
The quality planning and analysis activities in context to the work of constructing a house
has some important key functions and characteristics that are illustrated as below:
Design Management: The design of the house shall be done in a professional manner so
that customer finds it to be attractive and spacious.
Scheduling: The proper time management of the activities required to complete
construction of the house is an essential aspect so it has to be done in planning phase.
Materials Management: The materials being procured for construction of the house have
to be managed properly during procurement as well as progress of the work.

3QUALITY PLANNING AND ANALYSIS
Crew tracking: The members or workers available for the construction activities have to
be managed properly by deploying them to work front and managing their active working hours.
Quality control: There should be a provision to inspect the construction site remotely that
is with the help of pictures.
Contract management: Standardized communications have to be maintained and there
should be updated record of all communications between client and contractor.
Document management: The documentation of every activity is essential for the success
of any project. Hence, every document being prepared have to be distributed among the
contractor, client and other stakeholders for reviewing, editing and recording their decisions.
Part 2: Customer Satisfaction
2.1. Stakeholder Analysis
Stakeholder Needs
Project Manager  Pay, working conditions and Job Security.
 Recognition for successful completion of project.
Civil Engineer  Professional experience in the construction activities.
 Ability to handle engineering related activities.
Site Supervisor  Ability to manage workers and other crew for construction.
 Credibility for completion of the construction activities.
Contractor  Reputation and brand image for construction projects.
 Profitability and expansion of business.
Supplier  Increase in customer base and profit.

4QUALITY PLANNING AND ANALYSIS
 Comply with client requirements.
Architect  Professional experience in the design and building activities.
 Excellence reward and recognition for attractive design.
Procurement Manager  Maintenance of high standards material for construction.
 Management of materials from procurement to supplied in
work front.
Electrician  Maintaining specified electrical standards.
 Professional experience in electrical installations and fittings.
Plumber  Ensuring high standards for piping materials.
 Developing a reputation in plumbing and sanitary works.
Buyer (Customer)  Luxury, spacious and comfortable place to stay.
 Affordable price with basic amenities.
2.2. Capturing the Customer Needs
In this section, the various methods for capturing the needs of customers are illustrated as
below:
Research for advertising and promotion – The information in this particular context of
determining the efficiency of advertising can be gathered by assessing:
 The likely responses of the customers through testing in a focus group with
respect to the marketing and promotional strategies (Orel and Kara 2014).
 The analysis of sales data will help to determine the efficiency of the promotional
techniques used in past as well as that have been planned.

5QUALITY PLANNING AND ANALYSIS
Studies on the satisfaction of customers - Customer satisfaction can be determined with
the help of surveying customers in context to the quality of product and service provided to
customers using:
 Methods that are informal, for example conducting meetings with staffs and
evaluating of product or service scorecards.
 The questionnaires focused on past as well as present customers (Zwikael et al.
2014).
Consumer decision process research - The motivation that drives the customers for
buying a particular product or service and the process of their decision making can be evaluated
using:
 Surveys and questionnaires being prepared by own.
 Results that have been gathered from survey through research on the market
which is relevant to the industry.
Concept testing - The testing on acceptance and efficiency of marketing ideas can be
done through:
 The surveys to determine if the customers or potential customers find the products
to be beneficial and rational to use.
 Conducting individual meetings or focused gatherings with the clients to see how
they react to the ideas related to marketing (Krishnan et al. 2013).
Positioning research - The perspective of clients and potential clients about items and
execution contrasted with contenders can be accumulated by exploring:

6QUALITY PLANNING AND ANALYSIS
 The deals figures for each of the market portions.
 The states of mind of clients inside each market fragment.
Brand testing - The customers feeling about the brand as well as product names can be
determined by:
 Using focus gatherings and studies intended to evaluate enthusiastic reactions to
the item and brand names (Bansal and Taylor 2015).
 Engaging marking specialists to study the brand's execution in showcase utilizing
existing accessible brand research.
Price testing - It can be worked out on how clients are sensitive to value changes by
utilizing equations that measure income duplicating the quantity of things being sold by the cost
of everything. These tests permit figuring whether the aggregate income expanded or diminished
in the wake of rolling out value improvements by:
 Calculating changes in the amounts of items requested by the clients close by
changes in item valuing (Jahanshani et al. 2014)
 Measuring the effect of item evaluating on item request.
Auditing of Customer service - The measurement of whether adequate customer service
is being provided or not can be done by:
 Developing client reviews or feedback forms
 Conducting client boards or telephone reviews (Bienstock, Mentzer and Kahn
2015)

7QUALITY PLANNING AND ANALYSIS
The summarization of two methods that can be utilized for capturing the needs of
customer in this particular context of constructing a house using SWOT analysis is provided as
below:
Customer Satisfaction studies
Strengths
 Data can come in the form of a narrative,
observations and descriptions.
 Data that emerges are descriptive and
potentially rich in details.
 Focuses on both ongoing process as well
as the outcome of a product.
Weaknesses
 Fundamentally interpretive and is largely
subject to personal interpretation.
 Requires a systematic approach.
Opportunities
 Theory or hypothesis are not established.
 Findings are emergent and continuously
unfolding.
 It is exploratory in nature.
Threats
 Surveys are the primary instrument of
data collection.
 Measures of verification are not done by
measures of validity or reliability.
Price testing
Strengths
 Broad market coverage.
 Strong relationship with suppliers.
 Wide possibilities of usage.
Weaknesses
 Lack of knowledge.
 Slow in progress.
 Improper calculation of revenue.

8QUALITY PLANNING AND ANALYSIS
 Easy to use.
Opportunities
 Governments support in growing local
market.
 Chances to improve performance and
revenue.
Threats
 Other indirect competitors entering the
field to compete directly.
 Changing prices of items with respect to
demand.
2.3. Customer Needs Analysis (Kano Analysis)
The method “Studies on Customer satisfaction” is the most suitable approach for
capturing the needs of customers in this context of constructing a house.
The Kano model is helpful in picking up a careful comprehension on the necessities of
customer's. The Kano model addresses three sorts of client necessities, for example,
Fulfilling fundamental needs: Allows an organization to get into the market.
Fulfilling execution needs: Allows an organization to support and stay focused (Tontini,
Soilen and Silveira 2013).
Fulfilling excitement needs: Allows an organization to exceed expectations and build up
a brand picture.
Dissatisfiers or Basic Needs: These necessities are normally implicit and are normal
highlights or attributes of an item or administration.
Satisfiers or Performance Needs: These requirements are commonly talked and Standard
attributes that expansion or decline fulfillment by their degree (Goetsch and Davis 2014).

9QUALITY PLANNING AND ANALYSIS
Delighters or Excitement Needs: These requirements likewise are regularly implicit and
are surprising highlights or attributes that admires the clients and win the organization an
additional credit.
Figure 1: Illustration of Kano Model
(Source: Yeh and Chen 2014, pp. 180)
The Kano analysis has been used to capture the customer needs in context to the
construction of a house and those are demonstrated as below:
Customer Needs Process of identifying
the needs
Actual information or data
Wants
Affordable price Price testing The price of the house must be affordable.
Healthy Living Customer satisfaction
studies and Consumer
decision process
The neighborhood or environment must be
friendly to live in.
Basic amenities Concept testing There must be all basic amenities available in
the locality.

10QUALITY PLANNING AND ANALYSIS
Proper transportation Positioning research Transport facilities should be good and
adequate.
Attractive design Customer satisfaction
studies
Design of the house should be attractive.
Luxury and spacious Customer satisfaction
studies
The space in the house should be adequate and
luxurious to live in.
Proper accommodation Brand testing There should be separate places designated for
different purposes.
Parking facility Consumer decision
process research
Parking garage should be available for private
transportation.
Healthy relationship
with builder
Customer service audit Builder should be friendly in nature and must
respond to the queries.
Safety and security Positioning research The house should be in a safe place to live in
built with proper safety measures.
Musts
Previous experience of
builder
Advertising and
promotion research
The builder must have at least 5 years of
experience in this particular field of work.
Building approval from
regulatory authorities
Concept testing The builder must show the approval of
building being received from regulatory
authorities.
Evidence of the land
approval by the
statutory bodies
Brand testing The builder must show the evidence of the land
approval by the statutory bodies.
Intimate any delays on
the project
Concept testing The builder must intimate about any delays in
the project.
Conduct periodical
meetings
Brand testing The builder must conduct periodical meetings
to illustrate the issues.
Understand desires and
expectations about the
project
Advertising and
promotion research and
Customer satisfaction
studies
The builder must be aware of the needs, desires
and expectations from the house.
Complete the housing
project within the
estimated price
Price testing The builder must complete the housing project
within the estimated price and there should not
be any hidden costs.
Complete the housing Brand testing The builder must complete the housing project

11QUALITY PLANNING AND ANALYSIS
project within a
stipulated time
within the determined time.
Take safety measures to
avoid accidents at site
Brand testing The builder must be aware of the safety
measures that ought to be taken at construction
site.
Maintain consistency in
providing service
throughout the project
Consumer decision
process research
There must be provision to provide support and
proper response to inquiries during the entire
project.
Desirables
Should be designed by
reputed architect, civil/
structural engineer
Brand testing The designing of the house should be done by
reputed architect, civil/ structural engineer so
that it looks beautiful and attractive to live.
Completion of the
project as per the
drawings and finalized
specifications
Customer service audit The construction must be completed according
to the agreed drawings and specifications.
Use of good quality
materials in
construction
Concept testing Good quality materials should be used in
construction.
Design of house to be
maintenance-free
Consumer decision
process research
The house should be designed in such a
manner so that it remains free of maintenance
costs.
Informed periodically
on the actual progress
at construction site
Customer satisfaction
studies
The progress of the project should be informed
on a periodic basis.

12QUALITY PLANNING AND ANALYSIS
Part 3: Design Requirements
3.1. Translating Customer Needs into Design Requirements (QFD)
Design Requirements
Customer Needs /
Expectations
Importance Ratting
Electrical installations
Plumbing installations
Rooftop
HVAC system
Parking Garage
Spacious rooms
Appropriate
partitioning
High quality
construction materials
Safety and Security
Maintenance
Musts
Previous
experience
of builder
5 4 3 5 4 1 2 3 5 4 3
Building
approval
from
regulatory
authorities
4 3 2 1 5 4 5 3 2 1 4
Evidence of
the land
approval by
the statutory
bodies
2 3 1 5 4 3 2 4 1 5 3
Intimate any
delays on
the project
3 4 2 1 5 4 1 2 3 4 2
Conduct
periodical
meetings
2 3 4 1 5 5 4 2 3 1 4

13QUALITY PLANNING AND ANALYSIS
Understand
desires and
expectations
about the
project
5 4 3 5 4 1 2 3 5 4 3
Complete
the housing
project
within the
estimated
price
4 3 2 1 5 4 5 3 2 1 4
Complete
the housing
project
within a
stipulated
time
2 3 1 5 4 3 2 4 1 5 3
Take safety
measures to
avoid
accidents at
site
3 4 2 1 5 4 1 2 3 4 2
Maintain
consistency
in providing
service
throughout
the project
2 3 4 1 5 5 4 2 3 1 4
Wants
Affordable
price
2 3 1 5 4 3 2 4 1 5 3
Healthy
Living
3 4 2 1 5 4 1 2 3 4 2
Basic
amenities
2 3 4 1 5 5 4 2 3 1 4

14QUALITY PLANNING AND ANALYSIS
Proper
transportatio
n
5 4 3 5 4 1 2 3 5 4 3
Attractive
design
4 3 2 1 5 4 5 3 2 1 4
Luxury and
spacious
3 4 2 1 5 4 1 2 3 4 2
Proper
accommodat
ion
2 3 4 1 5 5 4 2 3 1 4
Parking
facility
2 3 1 5 4 3 2 4 1 5 3
Healthy
relationship
with builder
3 4 2 1 5 4 1 2 3 4 2
Safety and
security
2 3 4 1 5 5 4 2 3 1 4
Deliverables
Should be
designed by
reputed
architect,
civil/
structural
engineer
3 4 2 1 5 4 1 2 3 4 2
Completion
of the
project as
per the
drawings
and finalized
specification
s
2 3 4 1 5 5 4 2 3 1 4
Use of good
quality
5 4 3 5 4 1 2 3 5 4 3

15QUALITY PLANNING AND ANALYSIS
materials in
construction
Design of
house to be
maintenance
-free
4 3 2 1 5 4 5 3 2 1 4
Informed
periodically
on the actual
progress at
construction
site
3 4 2 1 5 4 1 2 3 4 2
Target Value 100 90 60 120 100 80 75 90 75 90
Absolute Score (Total) 86 62 57 117 90 67 66 71 74 78
3.2. Design Risk Analysis (FMEA)
Part or
function Potential
failure
Effect
on
system
Root Cause
of failure
Risk
before
Action
taken
Action to
reduce risk
Risk after
action taken
P S R P S R
Raw
materials Poor quality Medium
Improper
evaluation
or
inspection
4 3 12
Proper
measures to
evaluate quality
of raw
materials
2 3 6
Contractual
labourers or
workers
Unavailability High Issues with
construction
crew
3 2 6
Issues and
conflicts should
be resolved
immediately
1 2 2

16QUALITY PLANNING AND ANALYSIS
Electrical
fittings
Burn out of
electrical
equipment
High
Improper
installation
electrical
fittings
4 4 16
Electrical
layouts must be
checked
properly
2 3 6
Plumbing
equipment
Sanitary
system not
working
Medium
Improper
installation
plumbing
fittings
2 3 6
Sanitary
pipelines must
be installed
properly and
tested
1 2 2
Roofing
materials
Roof not
constructed
properly
High
Roofing
materials
are of low
quality
3 5 15
Quality of
materials must
be checked
during
procurement
2 4 8
Heavy
equipment Unavailability Medium
Machinery
is not
available
due to high
demand
3 4 12
Notification
must be
provided prior
to lending of
machinery
1 2 2
HVAC
(Heating,
Ventilation
and Air
conditioning)
system
HVAC
system not
working
High
Installation
of HVAC
equipment
have not
been done
properly
2 3 6
Proper layout
for HVAC
system have to
be done.
2 1 2

17QUALITY PLANNING AND ANALYSIS
Part 4: Supplier Selection and Evaluation
4.1. Identifying the Components, Elements, Parts, etc.
The construction of the house would require the use of raw materials and many other
components for developing the house (Mubarak 2015). These raw materials form the basis of the
development of the project construction requirements. The components, their description and
their uses for Ventura Homes are listed in the table below:
Components Description Use in House Construction of Ventura Homes
Construction Raw
Materials like
lumber, concrete,
and brick
The construction raw materials include
basic house construction requirements
like sand, brick, concrete, and lumber.
These raw materials form the basis of the
construction of house and development
of the components
These raw materials are ordered from suppliers of
Ventura House. The raw materials would be helpful
for the implication of the system integration and
development (Alzahrani and Emsley 2013). The raw
materials would be helpful for the forming the
development of the effective and improved
processes.
Asphalt Shingles for
roofing
The asphalt shingles or roofing would
comprise of basic roofing structure
development (Walker 2015). The roofing
would be formed for analysis of the
effective shed for the building developed.
The asphalt roofing would be implied for the
development of roof for the house and it would
provide the initial development of the construction
project.
Electric Lights,
Fans, switches and
boards
The electrical requirements are
developed for the integration of the
operations of electrical equipments. The
fans, electric lights, switches and boards
are helpful for the development of the
operations.
The Ventura Homes are eco-friendly and green
house development project and it would comprise of
developing the energy efficient electricity supply
(Xu, Ma and Ding 2014). The green building
concept would require the use of the less power
consumer electrical equipments
Fire Safety Alarms The fire safety alarms are developed for
the integration of the functions of
assigning a sensor network for the
development of the safety from the fire.
The green house building development of the
Ventura Homes would comprise of the installing a
fire safety alarm for the implication of the safety and
improved operations.
Room Heating and The room heating and cooling system The green house building development of the

18QUALITY PLANNING AND ANALYSIS
Cooling System
(HVAC)
would be helpful for the development of
the temperature control system for the
room (Yildiz et al. 2014). The room
heating and cooling system would be
installed for the implication of the
effective heat control system.
Ventura Homes would comprise of the development
of the controllable cooling and heating system for
ensuring the eco-friendly functions of the
operations.
Furniture and
Fixtures
The furniture and fixtures include the
beds, tables, chairs, sofas, and other
decorative for the house.
The project of Ventura Homes would be implied for
forming the development of the interiors of the
houses developed for the project
Iron Pillars Iron Pillars are the bulk of iron rods that
can be used for strengthening the
building floor development
The Iron pillars would be used for forming the base
for the construction of the house and it would align
the development of all the structures
Carpets and
Flooring Tiles
The carpets and flooring are the
components of the building floor
refurnishing and formation
The Ventura homes would be use carpets and
flooring tiles for the finalization of the floors
Bathroom Utilities The bathroom utilities include the taps,
sink, showers, commode, and other
utilities.
The bathroom utilities would be developed for the
completion of the bathrooms for the house
development of the Ventura homes
Wires and
Electricity Supply
The wires required for laying across the
house would be supplied from the
external suppliers
The wires would be used for the development of the
supply of the electricity throughout the house
developed for Ventura homes
4.2. Developing the Supplier Selection Criteria
HVAC or heating, ventilating, and air conditioning system that would be used for being
used at the house development project for Ventura homes. The technology would be selected
depending upon the following criteria of analysis for the supplier,
a. Market Reputation: The market reputation of the supplier that would supply the HVAC
would be the first and the foremost quality of the selecting criteria for the supplier.

19QUALITY PLANNING AND ANALYSIS
b. Certified System: The supplier must be certified from the state government quality
assurance department for getting the HVAC system installed at the houses of Ventura
Homes.
c. Eco-friendly and energy efficient: The HVAC system must be eco-friendly and energy
efficient for the development of the operations and system integrations.
d. Right Estimation: The supplier must survey the house before estimating the cost of the
HVAC that should be deployed and it would be the factor for analysis of the functions.
e. Supports Energy Efficient Equipments: The supplier must be supportive for the
development of the energy efficient equipments and tools.
f. Provides Annual Costs: The HVAC system must provide the overview of the annual
costs of the cooling and heating process.
g. Right Equipment Sizing: The HVAC system selection depends on the right equipment
sizing and it would provide the support for the right cooling or heating across the houses
developed for Ventura homes.
h. Quality Products: The HVAC system must be developed for understanding the right and
appropriate quality products for the house development of Ventura homes.
i. Belongs to Professional Association: The HVAC system must belong to the
professional association and it would be required for the integration of the effective and
improved system development.
j. Works Effectively: The project of house development would be implied for working
efficiently and it would be one of the criteria for the selection of the work.

20QUALITY PLANNING AND ANALYSIS
4.3. Constructing and Using a Supplier Selection System
The supplier selection system for selecting the HVAC or heating, ventilating, and air
conditioning system for the house development project for Ventura homes would include the
following processes,
Step 1: Analysis of Market Reputation
Step 2: Checking if the supplier supplies Certified System
Step 3: Eco-friendly and energy efficient system supply
Step 4: Right Estimation of the requirements
Step 5: Whether Supports Energy Efficient Equipments
Step 6: Provides Annual Costs is provided or not
Step 7: Right Equipment Sizing is used or not
Step 8: Whether Quality Products are supplied
Step 9: Belongs to Professional Association
Step 10: Would Works Effectively
Factor of Analysis ECOHVAC Fredon ARBS
Analysis of Market
Reputation
Excellent market
Reputation
Good Market Reputation Good Market Reputation
Checking if the
supplier supplies
Certified System
Yes it supplies Certified
System
Yes it supplies Certified
System
Yes it supplies Certified
System
Eco-friendly and
energy efficient
system supply
Energy Efficient and Eco-
friendly system of HVAC
is supplied
Energy Efficient and Eco-
friendly system of HVAC
is supplied
Only Energy Efficient system
is supplied

21QUALITY PLANNING AND ANALYSIS
(Fredon.com.au 2017)
Right Estimation of
the requirements
The company provides
optimum solution for the
operations of the system
implementation
The company provides
optimum solution for the
operations of the system
implementation
The company provides
optimum solution for the
operations of the system
implementation
(Ecohvac.com.au 2017)
Whether Supports
Energy Efficient
Equipments
The organization would
provide the energy efficient
equipments for their
customer (ARBS.com.au
2017)
The organization might or
might not promote energy
efficient equipments to its
customers
The organization would
provide the energy efficient
equipments for their customer
Check if Annual
Costs is provided or
not
Provides annual cost to the
client
Does not provide annual
cost to the client
Provides annual cost to the
client
Right Equipment
Sizing is used or not
Right Equipment Sizing is
used
Right Equipment Sizing is
used
Right Equipment Sizing is
used
Whether Quality
Products are
supplied
Quality Products are
supplied
All Quality Products are
supplied
Quality Products are supplied
Belongs to
Professional
Association
Belongs to professional
association
Belongs to professional
association
Belongs to professional
association
Would Works
Effectively
Would Works Effectively Would Works Effectively Would Works Effectively
4.4. Conclusion
The developed supplier selection system is based on the criteria of the supplier selection
for HVAC and it includes market reputation, certified system, eco-friendly and energy efficient,
right estimation, supports energy efficient equipments, provides annual costs, right equipment
sizing, provide quality products, belongs to professional association, and works effectively. The
selection process would comprise of the development factor for selecting an appropriate supplier
for the project. The supplier selection system is integrated with the development of the
operational analysis and integration of the process modification.

22QUALITY PLANNING AND ANALYSIS
The supplier selection system for selecting the HVAC or heating, ventilating, and air
conditioning system for the house development project for Ventura homes, has provided the
selection of the ECOHVAC. ECOHVAC has Excellent market Reputation, and it supplies
Certified System for their clients. They are also prone Energy Efficient and Eco-friendly system
of HVAC supply. The company provides optimum solution for the operations of the system
implementation and is also provides annual cost to the client. The organization would provide
the energy efficient equipments for their customer and the right equipment sizing is used for their
customers. They have been providing Quality Products and belongs to professional association
for working effectively.
Part 5: Statistical Process Control
5.1. Identifying the Processes
Following are the seven processes used to construct of a house in Perth, Australia
consists of two storage accommodation includes of parking garage:
Preliminary research: It is done to examine the current house and lifestyle of people
where the house is going to construct (Brown and Wetherill 2016). A design brief is developed
for construction of the house. A baseline budget is done for which the entire house is
constructed.
Selection of designer: This construction project requires a designer for construction of
the house. The designer should fit with two categories such as architect and building designer
(Darestani and Nasiri 2016). Within Australia, the architect should be regulated and legislation
governed from state to state. The designer should have proper degree into architecture.

23QUALITY PLANNING AND ANALYSIS
Site analysis: The project manager dose site analysis considering climate responsive
design, solar access, slope, soil type, storm water drainage and access to transport.
Development and design contract: Before design and construction work started, a design
contract should be signed. The designer should work with range of cost per square metre.
Concept design: A conceptual design of the house is done which help to make initial
sustainability selection (Thomopoulos 2016). It consists of construction system with fundamental
components for the construction.
Design development: The designer should develop the concept of the design into
preliminary layout.
Final design: It consists of construction system, window type and size, external
finishing, water system, design of landscape, planning of the floor with building form. It includes
of interior design in addition to finishes (Parkash, Kumar and Rajoria 2013).
5.2. Constructing and Using a SPC Chart
5.2.1 Tools as well as techniques used to analyze the quality of the selected process
From 5.1, one of the processes such as site analysis is taken for the statistical process
control. The tools as well as techniques used to analyze the quality of the selected process such
as:
Histogram: It is used to analyze the quality of a process by showing various values into
set of data. It is a graph used to show the distribution of frequency (Jiang 2015).
Cause and effect diagram: It is a tool used to identify as well as display the causes of the
problems in addition to characteristics of the quality. It will illustrate the relationship among the

24QUALITY PLANNING AND ANALYSIS
provided outcomes and the factors those are influencing the outcomes (Fuangrod et al. 2017).
Using this particular diagram, it is mainly used to identify the root causes of the problems those
are faced into the site analysis of the construction work. It is used to identify the root causes of
the quality problems based on different factors. The group of people can get knowledge about the
process so that the work is completed on time (Jensen 2015). It indicates of possible causes of
the variations into the process. It is also identified the areas from which the data are to be
collected for future study.
Control chart: This particular chart is used to illustrate the stability into the process. It
will behave over time. During the recorded time period, the process shows some sort of
unacceptable variances, and then the process is showed as unstable. All the data of the quality
characteristics are placed as per the time ordered (Bereman et al. 2014). This chart consist
central line for the average, an upper line for the upper control limit as well as lower line for the
lower control limit. By comparison of the data with the historical data, a conclusion will be
drawn and based on which the graph is drawn.
5.2.2 Steps followed into SPC analysis and justifications into decisions
Statistical process control (SPC) is used to start of the planning as well as collection of
the data. Statistical analysis is used to identify the incorrect data into the project (Lim, Antony
and Albliwi 2014). The data analysis should be proper for collection of then data. Following are
the steps those are involved into the SPC analysis such as:
Plan: It is used to identify the problem as well as its causes. The quality tools are used in
this particular project as it helps to identify the problems as well as its respective causes. It is
also used to prioritize the corrective actions.

25QUALITY PLANNING AND ANALYSIS
Do: It is done to make changes which are designed as well as required for making
improvement into the process situations (Goetsch and Davis 2014). Proper data analysis is to be
done before design of the house.
Study: The study of the causes as well as effects is dependent on the process situation.
Therefore, in this particular step control chart is used to show the effects as well as causes into
the process over time (Thomopoulos 2016). It is also used to evaluate as well as replicate of the
changes into the process. When the changes are made properly, then proper decisions are taken
for successful completion of the project work on scheduled time. All the processes are stable
then. At first, a preliminary study is done on the construction work, then site analysis is done for
the selected location for construction of house in Perth, Australia.
Act: When the result of the analysis is successful, then the changes as well as work are to
be improved so that all the identified problems into the project are solved within time. When the
outcome of the project work is not successes, then steps are to be considered such as observation
of the problems, problem analysis, prioritization and proper control charting. Before use of the
statistical analysis tools as well as techniques, all the data are to be collected in addition to
analysed properly (Bereman et al. 2014). Quality of a project work is mostly required to proper
completion of a project. As it is a construction based project, therefore all the problems should be
analyzed properly such as the site, labour, materials used and machines used for the construction.
5.2.3 Results of the SPC analysis with use of proper tools and techniques
Histogram: Before drawing of the histogram, it is assumed that the process is operating
accurately during the scheduled time period.
Activities Percentage of completion (In

26QUALITY PLANNING AND ANALYSIS
%)
Climate responsive
design
45
Solar access 21
Soil type 30
Storm water drainage 22
Access to transport 37
Climate
responsive
design
Solar access Soil type Storm water
drainage
Access to
transport
0
5
10
15
20
25
30
35
40
45
50 45
21
30
22
37
Site Analysis
Activities
Percentage of Completiuon
Chart 1: Histogram for site analysis
(Source: Created by author)
From the histogram of the site analysis, it is analyzed that there are five activities which
are done into the site analysis includes of climate responsive design, solar access, slope, soil
type, storm water drainage and access to transport. The X-axis shows the activities which are
taken place into site analysis while Y-axis shows the percentage of completion of each of the site
analysis identified activities. Completion percentage states the quality of the project work. The
histogram graph shows that climate responsive design completes 45% of the work, solar access
work by 21%, soil type analysis by 30%, storm water drainage by 22% and access to transport by

27QUALITY PLANNING AND ANALYSIS
37%. Therefore, it is seen that climate responsive design completes most of the work as
compared to other activities.
Cause and effect diagram: Using this particular diagram, it is mainly used to identify the
root causes of the problems those are faced into the site analysis of the construction work.
Following the cause and effect diagram of the site analysis process within the construction work
of the house:
Environment Materials Analysis procedures
Design factors Manpower Machine
Site Analysis
Bull dozer
Grinder
I nexperienced
Analyst
Process errors
Analytic precision
Maintenance
Opening Lines
Sample size
Storage effects
Materials of
Construction
TractorDEsigner
AssumptionData quality
Translation errors Not Followed
Subjectivity
Validation
Figure 5.1 Cause and effect diagram
(Source: Created by author)
From the above diagram, it is analyzed that environment, materials, analysis procedures,
design factors, manpower and machine are the problem factors of the main problem related to
site analysis. Each of the factors consists of sub-causes of the sub-factor of the main problems.
After identification of the causes, the project manager can take of proper decision regarding the

28QUALITY PLANNING AND ANALYSIS
causes so that all the problems are to be mitigated on time. Cause and effect diagram is a
graphical tool that can used to identify and display of the possible causes of the problems.
Control chart: This particular chart is used to control the process within the project so
that the process is stable. Following is the control chart:
1 5 15 20 25 30 35 40 45 50 55 60 65 70 75
0
2
4
6
8
10
12
14
16
18
20
Time
Quality characteristics
Chart 2: Control chart
(Source: Created by author)
From the above graph, it is analyzed that on time, the house construction work is
progressed time by time. There is average such as the control line is 10, therefore the quality
characteristics which are above the control line is upper control limit and those are below the
control line is lower control limit. A control chart is used to find and correct of the problems that
are occurred. At the time of prediction of the expected rages of the outcomes from the selected
process, site analysis of the house construction. The control chart shows whether the process is
stable that is if it is into statistical control or not. This quality improvement project aims to

29QUALITY PLANNING AND ANALYSIS
determine the problems that are making fundamental changes into the process. Therefore, this
chart is appropriate for controlling of the process data for site analysis.
Part 6: Problem-Solving
6.1. Identifying Problems and Using Problem-Solving Tools
The five problems for the house development project for Ventura homes are Lack of
Materials, Unfavorable Climate, Labor Unrest, Issues in Equipment’s, and Legal Issues (Ashuri
and Tavakolan 2013). These issues have been explained below:
Lack of Materials: The lack of materials is a primary problem for the construction of the
house development project for Ventura homes. The lack of materials is a major issue that had
resulted in forming the issues of the development model (Mungle et al. 2013). The lack of
materials is a result of the shortage of the resources for the project and it would tend to employ
the major issues in the development of the project. The shortage of the resources would result in
forming the delay and excess exhaustion of the monetary value of the project.
Unfavorable Climate: The unfavorable climate is a major factor that has impacted the
construction activities. The construction project is dependent on the climatic conditions at the
construction site. The unfavorable climate would result in forming the issues of operational
development.
Labor Unrest: The labor unrest is a major problem for the construction project and it
would tend to the issues in main constructing activities. The labor unrest would tend to form the
issues in development of the operational problems.

30QUALITY PLANNING AND ANALYSIS
Issues in Equipments: The issue in equipment handling is due to the lack of the effective
management of the operations. The equipments handling would require skilled workers and
engineer staffs for ease of handling of the equipments.
Legal Issues: The construction project would tend to form the requirement of the legal
documentation and development of the effective integration methods (Olawale and Sun 2015).
The legal issues are not aligned with the development of the construction project would tend to
form the final issue in operation and development.
6.2. Constructing and Using Problem-Solving Tools
From the identified problems in 6.1, issues into equipments are selected. At first, it is
required to identify the causes of the problems so that it should be mitigated on time. The main
purpose of this particular study is to investigate of the factors behind the lack of equipment
issues into the construction industry (Carnmarata, McArthur and Steeb 2014). Into the
construction work of the house, tools in addition to equipments are used. Extensive uses of the
major equipments are rare into the project. There are issues regarding breakdown of the
equipments at the time when it is used, and it may occur due to lack of lack of planned
maintenance (Schoenfeld 2014). Most of the equipments used for the construction work are over
20-25 years of manufacturing. Proper planning, maintenance, installation and replacement of the
equipments are some of the steps to reduce this identified problem. Two of the problem solving
tool is used to overcome with the problem, issues regarding equipments. The two tools are:
Brainstorming: It is one of the problems solving tool which is used for
development of creative solutions to the identified problems. It will help the team members to
play a role into solving of the problem (McMahon and Miller 2013). A brainstorming session is
to be organized for taking decision from the project team members regarding the problem. At

31QUALITY PLANNING AND ANALYSIS
first, one of the team members can identify the problem and mitigate it. The team member then
searches for the causes and effects of the problem on the project. Analyzing the issues into
equipments for house construction, it is seen that the house is built based on equipments such as
bull dozer, mixer grinder, crane and others (Frensch and Funke 2014). Therefore, when there is
lack of maintenance and operation of those equipments, it causes delay into entire project plan
and results in behind the schedule. Into the brainstorming session, all team members can able to
provide their respective suggestions on the problem.
Root cause analysis: It is one of the problems solving method through which it
addresses the problems so as to get for the causes of the identified problem. It is a significant
requirement to analyze the cause of the problems so that respective solution is required to
mitigate the problem on time (Bardach and Patashnik 2015). The application related to the root
because analysis are resolution of the problems, disposition of the materials with use of material
review process and finally use of proper action plan. It is considered as fundamental breakdown
of the failure for the process that are resolved and prevented from the problems (Proctor 2014). It
is considered as a systematic approach that is used to get of the true in addition to proper causes
of the process problems.
The root cause of identified problem is done using the factors such as environment,
materials, analysis procedures, design factors, manpower and machine. When the factors are
identified, then all the causes are also recognized (Carnmarata, McArthur and Steeb 2014). It
will provide the causes of the problems and illustrates the relationship among the provided
outcomes and the factors those are influencing the results of the project. It will identify the root
causes of the problems those are faced into the construction work. Therefore, this is also used
for solving of the problems.

32QUALITY PLANNING AND ANALYSIS

33QUALITY PLANNING AND ANALYSIS
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