Quality Management System Problems and Improvement Opportunities in Construction Business

Management

Quality Management System Problems and Improvement Opportunities in Construction Business

 

Abstract

In the current scenario, it is essential to give consideration towards quality parameter as due to increase in competition, consumers prefer to purchase quality products or services. Moreover, in the context of construction industry, consumers’ expectation towards quality increases more. So, it is necessary for the firms to make the projects according to the standards of ISO 9000:2000. In this context, this study has supported towards analyzing the UK market and has supported towards identifying the importance of quality management system in the UK construction industry.

This study has enabled to give deep understanding regarding the research topic by utilizing quantitative as well qualitative data collection method. In this study, researcher has utilized survey questionnaire method as well as personal interview method which has enabled towards increasing the relevancy of the research data. Furthermore, it has supported towards evaluating the study on the basis of customer point of view and from the suggestions of the UK construction companies’ manager. In like manner, in this study, while collecting the data, researcher has given huge consideration towards collecting the data in an ethical manner while focusing towards relevant data sources. This research remains highly assistive to achieve the research objective at a moderate extent which has supported towards concluding the research outcome in an effective manner.

This study is based on the analysis of contemporary UK construction industry and has supported towards analyzing the problems and improvement opportunities in construction industry in a critical manner which has supported towards reference the findings of various past researchers related to the research topic. Primary research findings are correlated with the secondary research which has supported towards discussing the research outcome in an effective manner.

RESEARCH TITLE

The title of the research is “To analysis quality management system problems and improvement opportunities in construction business.”

Chapter 1: INTRODUCTION

Research Background(add 300 more words)

The thesis topic is to analysis quality management system problems and improvement opportunities in construction business”. In the business environment, the term quality is related to the aims and objective of the firms. It is effective to develop the perception in the mind of the customer about the product and services of the organisation. In the views of, the customer, there is a significant role of quality of the product or service in their satisfaction. In Nowadays, the level of the quality determines the satisfaction level of the customers. Additionally, it has become important to for the organisational to maintain the quality standard in the international market that cause a quality issue at the workplace. That is why, it is essential for the organisation to follow a specific quality management system to manage the issue related to the product and service quality (Goetsch and Davis, 2014)

The quality management system is also helpful for the organisation to improve its productivity and efficiency. It also ensures that employees receive the proper training in order to meet the quality standard requirements. The quality management system also outlines performance process that is needed to meet the quality standard requirements (Fox, 2013).

Research Problem (add 250 words)

The main thesis problem is the increase the importance and need of quality management system at the workplace. In the construction business, it is difficult for the companies to meet the clients’ requirement in their budget due to this; companies take the decision of compromising the quality. This research study would be important for the reader to develop understanding about quality management system in the construction business (Gould, 2013). To adopt the quality management system and maintain accurate quality are the big issue for organisations in the construction industry. In the construction business, the quality is associated with the needs of the customers. The company faces the problem regarding resources management, management responsibility, measurement, analysis and improvement. These problems affect the brand image of the company as well as customer base. So, there is a need for construction companies to follow the principle of quality management system.

Research Purpose and Objectives (add 150 words)

The main purpose of this thesis is to analysis quality management system problems and improvement opportunities in the construction business. It also aims to identify the different information on the quality management system and construction business. In order to achieve this aim, the following objectives are accomplished in this research study:

  • To explore the concept of the quality management system
  • To analysis the problems of quality management system in the construction business
  • To find out opportunities and recommend ways to enhance the effectiveness of quality management system in construction business

Research Questions

In order to attain objectives, the research questions are as follow:

  • What is the concept of the quality management in construction?
  • What kinds of the problem are faced by a construction organisation in regarding quantity management?
  • What are the ways to enhance the effectiveness of quality management system in the construction business?

Justification of the study(add 150 words)

It is an interesting topic to analysis the quality management system problems and opportunity in the construction business. It is because this keeps significance in both academic and professional career. The appropriate knowledge of the quality management system can be helpful to start a professional career in future. In the context of academic, the accomplishment of the research study on this topic would enable the researcher to complete the professional degree in the management (Rothstein, et. al. 2013). Likewise, if the researcher has an aim to develop its professional careen in the construction industry then topic would help the researcher to develop understanding about the concept of quality in the construction business and relevant problems. This research study will also help in the context of immediately solve the problems and minimize the negative impacts.

At the same time, this research is also helpful to develop the understanding of the effective quality management strategies in order to keep safe the organisation from the various quality issues. Quality management system is a significant part of the current business management practices that increase the productively and brand loyalty of the organisation. In the organisational point of view, the study on this topic will also help to focus on identifies problems and opportunities to improve the organisational productivity and efficiency for achieving the organisational goals (Santos, et al. 2013). Overall, this research study will be quite helpful to enhance the skills of the researcher to identify and understand the various concepts and their effectiveness to manage the quality management system.

Research Structure (write in 450 words)

 

LITERATURE REVIEW

Introduction (add 300 words)

This chapter of the research remained quite helpful towards giving deep understanding regarding the research topic on the basis of the findings of past researchers. In this context, this study has referenced with the findings of various past studies which are related to the research topic. In this chapter, critical analysis regarding the research topic has taken place while focusing towards the objectives of the study.

Theoretical Concept

Quality Management System(add 200 words)

Quality management system (QMS) is a set of policies, processes and procedures of the organization which is used for the purpose of planning and executing the  in the core business area of an organization(Kwon, Park and Lim, 2014). It remains supportive towards taking the decisions regarding production, development and servicing. It supports towards maximizing the organizational ability towards meeting the customer requirements. QMS system is the core of quality and compliance process of the organization. In the current scenario, automated QMS system is used by the organization as it supports to reduce the audit timings as well as findings. It also supports to reduce the risk of product recalls. In like manner, it enables the organization to improve the product quality while focusing towards safety measurements which support towards increasing the customer satisfaction while ensuring FDA and ISO compliance (Mir and Pinnington, 2014).

The concept of the quality management system(add 500 words)

With regards to understanding the concept of the quality management system, it is required to tidefine quality and what constitutes the philosophy of quality management system. The Internaonal Organization for Standardization (ISO)defines quality as the totality of set of intrinsic traits of a product or service that accomplish requirements to a certain extent (Goetsch and Davis, 2014). There are many elements of quality but there is no single definition for the quality in construction.

Ali (2014) stated that effective quality management system (QMS) remains assistive towards providing benefit tothe establishment as it supports towards establishing effective relationship with the consumers. While designing QMS, organization gives its consideration towards customers and suppliers and focus towards working in a manner that it will remain assistive towards mutual benefit. For this purpose, organization needs to extend the relationship with the customers and supplierswhile making effective interface with them.

Allen (2013) states quality in the construction business is associated with the desire and requirements of clients or customers. In the construction business, the term quality has a different meaning compared to product organisation. In the product organisation, quality of the product shows that one product is better compared to other. But, in the construction industry, the quality is associated with conformity with which specifications are met. In support of this, Garengo and Biazzo (2013) posit that quality in the construction business is related to the satisfying the specification that is remarked in the contract. It can also be related to the completing the project in the mentioned time.

In like manner, in construction industry QMS plays major role as lots of natural calamities can impact the infrastructure of the building. There are various other parameters related to the quality of the material which is used to construct the structure or for furniture is also considered in QMS which enables to identify the quality of the construction(Willar, Trigunarsyah and Coffey, 2016). Simultaneously, ISO mark certification remained assistive to assure the buyer regarding the quality of the construction.Moreover, construction industry gives huge involvement in the economy of the country. So, it is essential to give consideration towards its quality. On the other hand, Jafari and Rodchua (2014) depicted that using low quality material can become the cause of danger on lives.  It remains supportive towards increasing positive word of mouth which enables the firm to increase the clientele.

In simpler words, quality in construction practices can be defined as a characteristic of management function that determines the policies for superiority and its implementation in the structure, resources and process of the organisation (Gorla et al., 2010). At the same time,Kelly et al. (2014) states that achieving superior products and services do not occur naturally and the organisation has to depend on the use of a standard system of quality to fulfil desired as well as implied needs. This means that quality management is an important strategic tool for the organisation. In the opinion of Fox (2013), a more strategic accomplishment can be achieved by a higher concept of quality management system which is total quality management (TQM).It can also be said that that achieving quality in construction practices can be accomplished by establishing a quality management system.

On the other hand, Mane and Patil (2015) depicted that to fulfil the rules and laws related to the construction industry, organization needs to focus towards quality parameter. QMS remains assistive towards total quality management and enables the firm to promote itself in the market on the basis of high quality. In like manner, it remains assistive towards focusing the current requirement of the consumers while understanding the current market needs. Additionally, it supports the management team to fulfil the liability towards the customers to meet the requirement within their budget while providing them quality products and services.

According to Dora, et al. (2013), a quality management system is a set of the policies, processes and procedures that are helpful to achieve the production and sales related target. It is useful to develop the coordination and direct a firm’s activities in order to meet the needs of the customers as well as to achieve the business objectives. In the words ofRusko et al.(2014),a quality management system is asset of the policies that is helpful for both organisation and customers to meet their needs. By the help of adopting the quality management system, an organisation can fulfil the level of the customer satisfaction.At the same time, Taskov and Mitreva (2015) said that quality management is significant in the construction business because under the quality management system an organisation is liable to meet the customer requirement within its budget.   Commonly, it can be said that quality management includes assurance, policies and control of quality features.The use of a quality management systemis a significant aspect of the quality. Furthermore, Kim et al., (2012) underlines the different concepts of quality such as commitment of the company’s management towards the issue of quality, team work, work consistency, training and statistics use to evaluate the processes.

The literature point to the management system of implementation of ISO 9000 practices. Under this system, the ISO 9001 series specifies the basic requirements for a quality management system in any organisation.It can be noted that ISO 9001 is the only standard that establishes the requirements of a Quality Management System (QMS) in a firm. This quality system makes certain that an organisation provides acceptable and standard quality in its products and servicesconstantly. In support of this, Chen et al., (2016)  states that the ISO 9001 standard provides a systematic structure that is useful for an organisation to manage the process of an organisationin such a way that the output for product and services is constant and meets the customer needs andexpectationalong with meeting therelevant regulations standards and laws. Several authors in investigating the ISO practises viewed that organisation face several issues in terms of management and customers in implementation of ISO practices in manufacturing sector(Boiral, 2011). The significance of ISO 9001 has increased extensively in the European Union and other nations over the last two decades(Fulford and Standing, 2014). Many authors have noted that in recent times there has been increased growth in number of companies getting certification for as an ISO 9001 certified company.

Several researchers such as Gorla et al. (2010) and Allen (2013) states ISO 9000 series is considered as the fundamental quality management system for controlling the process and good management of quality for different manufacturing industries.However, Kelly et al. (2014) state the quality management systems have gained much appreciation in last few years that adhering with standards of ISO 9001.

Impact of quality management practices on the construction activities(add 500 words)

The management of quality is a crucial requirement for the activities of a construction firm.According to Fox (2013), the quality management function is not a separate activity but it is interconnected with the administrative processes and daily operation in a firm. In a studyWong et al. (2011), explains quality management has an influence on the techniques and process that are arranged in a way to achieve high operational performance by providing desired work environment.Research highlights that the practice of quality management has been employed in the construction sector since last few decades. Santos et al. (2013) indicates that the quality system has impacted the construction sector in two ways. One is in raising the awareness level in terms of quality issues and secondly, it has enabled system of certifications.Literature indicates that the use of TQM values and  principles and related process have given many benefits to the manufacturing firms in terms of customer satisfaction, employee motivation, capturing market share and increasing revenue for the firm.

On the other hand, Forbes and Ahmed, (2011) state that a proper implementation of quality management practices needs proper planning along with a constant review of practices to achieve improvement in the system continuously.Willar et al., (2016) indicates that an effective implementation of quality management in an organisation would certain that work performance of an individual for product and services is as per the specified instructions and customer requirements starting from the design, development, construction, final completion and delivery that are directed towards achieving customers’ satisfaction. On the opposing side, Talib et al. (2011) points that organisation fails to implement quality managementsystemin a proper manner due to lack of flexibility in design phase. In support of this, Forbes and Ahmed, (2011)specifies that organisation depicts a low exploitation of skills, experience and knowledge of workforce.

In support of this, Willar, Trigunarsyah and Coffey (2016) depicted that it is essential to do proper planning while giving consideration towards quality management. In this context, QMS remains highly assistive as it supports the organization to do step by step planning while focusing towards the available resources and the budget required for accomplishing the project. In like manner, it supports to complete the given task in a timely manner.

Willar et al., (2016) viewed that the quality management practices are a mechanism for increasing the overall organisational effectiveness and to sustain the completion in the business environment.Literature depicts that quality management practices such as ISO series or TQM have a great influence on the construction activities. Kim et al., (2012) found the implementation of total quality management in construction project prevent repetition of errors, reduce cost, effectively allocate resources and avoid delay in projects. Santos et al. (2013) mention that the quality management approach in construction industry is an effective tool to increase the project efficiency and performance at both design and construction phases. However, the requirement of flexibility in designing phase of a project remains an issue for most construction firms (Talib et al., 2011). It can be said that the impact of quality management approach hold much relevance for the project management and to have a proper control on the major processes and workforce in managing a construction project.  In addition to this, the quality management systems improves the quality areas in terms of having a control on the contractors, sub-contractors, suppliers etc. and also assist in removing any obstacles in the management of supply chain and enhances the corporate image in terms of quality related attributes for meeting work standards and quality specifications (Wong et al., 2011).On the other hand, it can be stated that for the successful implementation of quality management approach such as total quality management approach requires removal of hindrances between the different departments of an organisation.Boiral (2011) specifies that lack of integration between department results in less efforts and improper resource allocation that can have a negative impact on cost factor and quality aspects and impacts the practices of quality management in the organisation.

QMS supports to analyse the lacking area and it supports to do planning for eliminating the shortfall of the product or service while improving the quality and supports to win the customer trust through certification. Simultaneously, this system supports to make the whole organization work as a team which enables the firm to produce effective results by utilizing its intellectual capital (Mane and Patil, 2015).

Problems of quality management system in the construction business(add 500 words)

Several researches in quality management system highlights that there are many problematic areas in implementation of quality management approach in construction sector. Chen et al., (2016) studied the Swedish construction sector and found that companies face difficulty in following the clauses of ISO 9001 in every project. The construction specifications and contracts differ for each individual construction project so this makes it difficult to incorporate with a generic quality system. Another hindrance according to Hoonakker et al. (2010), is that the process of ISO requires a lot of documentation process which is again a time consuming process and increase the operating cost of the overall process of functioning of the quality management approach.So, to fulfil the policies, procedures and regulations of QMS, there is a need of fulfilling various clauses and to go through from time consuming process. Moreover, it needs huge consideration towards various parameters. In the views of Jiménez-Jiménez, et al. (2015), it is difficult for a construction organisation to maintain the balance between cost and their quality. In this scenario, it becomes difficult to make the infrastructure according to the clauses of certification. In support of this, Santos, et al. (2013) depicted that in the current scenario, due to increase in competition in construction firms, consumers demand cheap projects with high quality. Both these things cannot go together which directly impacts the quality. It always faces problems regarding the cost of the quality the wants to provide clients through their projects. Additional, in the market the customers always expect to get high quality at the minimum cost. Therefore, the companies in the construction industry have to compromise between the cost and quality. In oppose of this, Bednall, et al. (2014) found that cost and budget are not issues for the construction organisations to implement the quality management system. The organisation faces problems in the context of fulfilling the needs of the ISO standard. It involves some critical aspects that are difficult for an organisation to meet them after the adopting quality management system.  Furthermore, Kazaz and Ulubeyli (2009) reveals that the increasing work load of teams involves in quality assurance and quality control in different department might lead to internal disputes which is also a hindrance in adopting quality management approach in Turkish construction firms. At the same time, increase in working hours, lots of pressure on the employees, etc. are also the reason behind not meeting the criteria of QMS.Simultaneously, increase in time, paper work and rigid laws of QMS also impact thefulfilment of QMS certification criteria. In addition to this, Chen and Luo (2014) determine that the quality management system does not allow the construction organisation to be flexible and innovative. After the implementation of the quality management system in the organisation, the manager or business owner cannot avoid the quality standard in the project that develops the inflexible management system. Beside of this Hazen (2014) found that the quality management system in the construction industry does not guarantee to increase sales and achieve sales target. Its reason is that the firms make distance to adopt the quality management system and get problems regarding the quality of the projects.

Moreover, Mir and Pinnington (2014) depicted that during designing the project most of the firms, allocate low budget for the purpose of quality management which decrease the chances of effectively implementation ofQMS and it directly impacts the quality of the construction. It also increases the need of training which directly increases the companycost.

Researchers have identified factors that are affecting the quality management system in construction sector. Fulford and Standing, (2014) studied the quality system in construction activities and found thatthe major factor affecting the quality stem in construction firm is the availability of finances. The limited funds for the quality system impacts the planning of the construction project and pose a major risk for the contractor for financial payment which can have an impact on the final delivery of the construction project. On the other hand, Tabassi and Bakar, (2009) found that training policies are majorly affecting the quality system in constructionsector.Furthermore, an organisation shows different perspective on the factor of training policies in quality management according to the firm preference in becoming a registered or non-registered firm. Tabassi and Bakar, (2009) viewed that the companies certified under ISO 9001 have more inclination in providing training during the work hours to the workforce as compared to non-certified companies. The training focuses on technical aspects and computer training and knowledge awareness. The ISO 9001 also conducts training programs such as quality knowledge for the registered companies.

Opportunities and recommendation to enhance the effectiveness of quality management system(add 400 words)

Many construction firms have realised the importance and impact of quality management approach on the organisational efficiency and performance. The firm’s constantly seek ways to improve the quality management process to increase the quality of products and services, to optimize the process of designing, manufacturing, delivery, etc to meet the quality specification and raise the standard of business. Some authors believe that the hindrances in terms of time and cost factor limit the implementation of the quality management approach in construction firms.In contrast to this, Rothstein, et al. (2013) exhibit that a construction organisation has some opportunities in the context of quality management system. The company can improve its system in term of cost and efficiency. It will help improve the overall performance of the organisation.

Chen et al. (2016) in relation to improve the quality management process emphasises on continuously validating the quality management system in accordance with the existing regulation of the ISO. This would also be useful to bridge the gap between customers need and manufacturing requirements. Also, the integration of the quality control method with the different processes of the management is equally important.Rusko, et al. (2014) recommends the integration of quality control starting from the sourcing phase facilitates the improvementsin the overall process. This integration of management processes with the quality management system develops quality process such as a closed loop process in between the functional areas in different management process.  However, this demands a high level of commitment from the upper management and understanding between the different functional units in an organisation. This also indicates that a good quality management approach needs to consider its performance factors from sourcing and designing phase for any construction process.

Santos, et al. (2013) suggest that through adopt the quality management system, an organisation can get the benefit from the market opportunities because in the market, customers attract with high-quality product. In order to enhance the effectiveness of quality management system, a construction organisation should integrate all the management system with the quality management system. It will be helpful to identify and prevent quality problems more effectively. In support of this, Dora, et al. (2013) provides that the construction organisation should maintain high standards for reporting and analytics. To set the high standard regarding the quality management system helps the construction organisation to improve its quality system. It is also enhances the skills and ability of the employees. It can be noted that employing a structured reporting standards and enhancing the employee quality requires involvement of senior managers and understanding of the elements of total quality management along with keeping a focus on the employees and customer requirement and changing needs is essential for the successful implementation of a quality management system within an organisation. Simultaneously, Santos, et al. (2013) depicted that fulfilling the standards of QMS in an effective manner supports the company to increase customer satisfaction and supports towards increasing the efficiency of the organization. It supports to organization towards creating long-term sustainability in the industry.

On the other hand, Rusko, et al. (2014) highlighted that training and development program is the one of the way that is helpful to improve the effectiveness of quality management system. A company can develop and implement the effective training and development program at the workplace for its employees. It will help to enhance employees’ knowledge of quality management concepts and employees expectations. Differently, as noted, in Allen (2013), to continuously measure and also validate the quality management system is an effective way to improve the performance of the quality management system. It helps the management to find out the weakness of the system. On the basis of identified weaknesses, the organisation can prepare strategies in order to improve efficiency.

Summary (write 500 words)

 RESEARCH METHODOLOGY

Introduction

Research methodology is an effective tool which helps researcher in collecting information and data as well as also help researcher in working systematically with a purpose to achieve research objective with a valid and reliable research solution to the problem. The aim of this research is to understand and analysis the importance of quality management system for construction business. For this research, researcher used research onion process in which researcher is required to consider various steps of research in order to collect information properly. In addition, this research methodology chapter has significant role in research study because it helps in understanding and analysing the different research techniques, methods, approaches and many more. These all research methodology tool are helpful for researcher in accomplishing the research study successfully at a right time in best effective manner.  In this research chapter, data is collected from both primary and secondary data sources where primary data collected directly from both customers and construction industry managers in order to understand customers and manager’s perception, ideas and suggestion related to quality management. Thus, it can be easily summarized that with large collected information and different ways will helps the research in accomplishing research more efficiently and effectively.

Research Process

Research process is a process that helps the researcher in conducting a systematic research study by gathering and collecting information from different relevant sources so that data collected is evaluated in order to achieve a valid research outcome from the research. Research process plays vital role as a tool in research methodology as it help researcher in guiding to complete the research study on time by attaining the research objective. In this study, research onion is used for studying and understanding different methods of research which are required to be followed in a systematic order. In like manner, onion has various layers; similarly research onion also has a different layer which defines different steps of research such as research philosophy, research approach, research choice, research strategy, time horizon, sampling, data analysis, research purpose, collection of data, etc. These research onion layers helps researcher to consider each and every step with a purpose of achieving a satisfactory result as all these steps of layers are interlinked. However, through this research methodology, the researcher will help in defining the importance of quality management system in a construction industry for which various criteria are used with a purpose to provide solution to the research problem. In context to it, Cooper, & Schindler (2010) stated that research onion provides with a scientific way for managing & conducting the research study more worthwhile.

(Source: Saunders, 2016, pp. 124)

Research Philosophy

In research process, the exterior and first layer of onion process in research methodology is research philosophy. This research philosophy is divided into three different categories i.e., positivism, realism, and interpretivism philosophies. The positivism philosophy is used by researcher for providing the information in an optimistic manner, by using natural phenomena. At the same time, realism philosophy is used by researcher where data is interpreted like a perception which is fully based on natural realities. However, in interpretivism philosophy provides researcher with a subjective comprehension i.e., assist to conclude the research in effective manner (Corbetta, 2009).

In this research study, researcher is using interpretivism philosophy rather than using positivism and realism philosophy. This philosophy is found suitable for this research as it helps researcher in conduction in-depth study and understand the research issue in most reliable manner. With the help of interpretivism philosophy, it becomes easy for researcher to collect data and compare it with literature which will lead in attaining the valid research outcome and for achieving research objective efficiently (Crouch, & Pearce, 2012). However, this philosophy is found best suitable as it will explain the importance of quality management for construction industry.

Research Approach

In research process, research approach is second layer which contains two different kinds of research approaches which are inductive approach and deductive approach. In research, deductive approach is based on developing the hypothesis by concerning the existing theories. In this approach, researcher uses high available resources which help in developing the hypothesis. This deductive approach is using tested theory in which various steps are included such as theory, hypothesis, observation and confirmation takes place. On the other hand, inductive approach is different from deductive approach because it basically helps in generating new theories where researcher develop its own theories in which researcher starts data collection and then ends with valid outcome on observation. According to Marshall, & Rossman (2010) inductive research approach is totally practical based approach as it needs observation, hypothesis to reach to research solution. Both inductive & deductive theories have different importance in fulfilling the research study needs (Crowther, & Lancaster, 2012). In this research, researcher has used deductive approach as researcher is developing hypothesis by considering existing theory. The use of deductive approach in research will minimize the risk and attain research objective successfully. However, using the inductive approach will require more time as researchers need to develop new theories for which researcher is need to focus on all aspects of the research study so that developed theory supports the observation of hypothesis. But on the other hand, deductive approach helps researcher in conducting this research study smoothly in context to learning importance of quality management and improving opportunities in construction business.

Research Strategy

Research strategy is part of the research which help researcher in investigating the research issue related to quality management system in construction industry. Research strategy helps the researcher to attain a research solution related to research issue in a systematic manner by using different techniques like survey, questionnaire and interview and many more. For developing effective research strategy, researcher are required to clearly understand the research aim and its objectives, questions, research methods, data collection sources and many more. But researcher should also necessary to concentrate on time and ethical issues limitations which are related to the research study. Similarly, this research study is based on understanding and analyzing the importance and concept of quality management for development of construction industry (Crowther, & Lancaster, 2012). For this research, the researcher used both questionnaire and interview research strategy which will help in understanding the viewpoints of the customers and managers. For conducting further study, researcher developed questionnaire in a proper format that will be used to collect the data directly from the existing customers and managers of construction industry. In simple words, the data collected directly from the customers and managers is found to be more authenticated data and reliable for future research study.

Research Investigation Method

The aim of this research is to analysis quality management system problems and improvement opportunities in the construction business. In the research methodology, the researcher can use qualitative, quantitative and mixed research investigation method. In this, qualitative research method refers to a subjective approach, which includes the qualitative data. It is used to increase the understanding and knowledge of the research topic. On the other hand, quantitative research method is the objective approach, which includes the quantitative data to develop appropriate research outcomes (Gatrell, et al. 2011). The mixed research method contains both types of data qualitative and quantitative. In other words, mixed research method is effective research methodology in which research conducted contains collecting, analyzing and integrating research in which both qualitative and quantitative research is made (McNabb, 2013). For this research, the researcher is used to mixed research method. With the help of mixed method, the researcher will develop the theoretical and practical knowledge & understanding about the research issue by making the in-depth analysis. However, this research method will enable the researcher to collect the data about the concept and importance of quality management in construction industry.

Time Horizon

Time horizon is next step of research process where time horizon has vital importance for the researcher because it help in accomplishing the research study on time successfully and also to produce the valid and valuable research outcomes. In this, there are two major types of tome horizon i.e., longitudinal time horizon or cross-sectional time horizon. These types of time horizons are used by the researcher according to research need and for convenience of research study. Like in research study, researcher uses the cross- sectional time horizon where researcher collects the data at one time basis in a day, week or month, etc. In spite of this, when number of participants are also low then researcher uses cross- sectional time horizon. On the other hand, longitudinal time horizon is used by researcher because through this method, data is collected so many times because researchers faces no problem and hurdles on the way. To collect adequate and large information from large participants, the longitudinal time horizon is helpful for the researcher in order to attain the valid research outcomes (Srivastava, 2013). In respect of this, the use of longitudinal time horizon in research, increases the chances of manipulation of data as data is collected several times from the participants.

For this research, researcher used the longitudinal time horizon method instead of using cross- sectional time horizon. The reason behind using longitudinal time horizon is that it helps researcher for successful accomplishing the research objective in order to attain valid research outcomes. With the help of this research study, researcher is able to collect the data for several times that also help in managing the data safe for long time and helps achieving an effective outcome (Cooper, & Schindler, 2010). Due to loss of data and the data which is collected for one time only, the researcher avoids using cross-sectional time horizon for this research.

Data Collection Methods

According to McNabb, (2013), the data collection data collection is a systematic process to collect the required data and information. In the research, a researcher can use two types of data collection methods that help the researcher to achieve the research goal and objective. In this, secondary data refers to the data, which has already collected by other researchers for fulfilling their specific research purposes. It is collected through the books, internet, newspaper, journal, etc. In contrary of this, the primary data refers to fresh data, which is collected by the researcher for a specific purpose. Primary data is collected by the help of survey questionnaire, personal interview, observation, experiment, etc. (Flick, 2015). In this research, the researcher used both primary and secondary data collection method. In this, secondary data is collected through accessing existing resources such as articles, books, journals, governmental reports, annual reports and authentic websites (McNabb, 2012). Additionally, in the context of the primary data, the researcher conducted a survey with 50 customers and 5 managers of the UK construction industry are selected for personal interview.

Data Analysis

In the research methodology, data analysis is a significant technique that enables the researcher to get the valid and reliable data and information. It is significant in achieving the research objectives in an effective manner. A researcher can use statistical analysis, conversational analysis, thematic/content analysis and disclosure analysis in order to generate valid and reliable results (Crowther, & Lancaster, 2012). In this research, the researcher used statistical analysis technique with the help of Ms-Excel. It is helpful for the researcher to get the valid and reliable results. The use of MS-Excel will help the researcher to make the result more effective by making a creative presentation of outcomes i.e., by presenting the collected data in form of graph and charts will support in better understanding and effective research study.

Ethical Issues

Ethical issue is a crucial element of the research methodology as it supports the researchers in conducting a research efficiently because if researcher doesn’t follow this step then researcher will not able to accomplish the research on time and develop issues which will not help researcher to achieve the research objective successfully. In ethical issues, there are different ethical issues which researchers has to consider during the research study such as copyright, plagiarism, etc. In similar manner, when researcher is collecting data from the primary data collection source then all information of the respondents (i.e., managers and customers) should not be disclosed by the researcher in front of anyone without taking permission from the respondents because it is against the ethical issues framework. This unethical step of action will affect both personal and professional life of the customers and managers who are participating in the survey of research. In addition, data collected from secondary data sources develops issues such as copyright, plagiarism, etc because researcher need to provide proper referencing about the secondary data source from where data is collected because this will help the further researcher in conducting their research study. Srivastava (2013) stated that providing referencing to the research study will help researcher in overcome the ethical issues in effective manner so that it become easy to accomplish the research successfully. On the other hand, researcher is required to consider both the secondary and primary data sources in order to overcome the impact of ethical issue on research negatively.

Sampling

This is one of the most important part of the research in order to get the reliable data by reducing the extra cost of the research and to accomplish the research on time and successfully. At the same time, there are two types of sampling methods such as probability and non-probability that are used by the researcher in order to successful accomplish the research and to generate the valid research outcomes. Likewise, researcher used the probability sampling, when there is a need for the researcher to provide the equal chance for the respondents to get their views about the designed all research questions (Corbetta, 2009). While, by using the non-probability sampling, researchers face so many issues and the challenges to provide the equal chance for the all participants in the successful research accomplishment. In the same way, in the use of non-probability sampling, there is high consideration of the subjective judgement instead of random sampling that assists the researcher in the better use of non-probability sampling.

In addition to this, in the concern of this research quality management system problems and improvement opportunities in construction business, the probability sampling is used by the researcher over the non-probability sampling. The reason behind this is that in this research, researcher used the survey through questionnaire and interviews both data collection methods. It assisted the researcher to have the clear and the in-depth view about the all research questions by targeting the different people on the basis of their age, income, etc for generating the reliable research outcomes and to complete the research successfully. On the other hand, researcher didn’t use the non-probability sampling (Crouch, & Pearce, 2012). The reason behind this is that by using the non-probability sampling, there are high possibilities of raising the biasness issue among the all research participants. Due to considering this aspect, researcher used the probability sampling instead of non-probability sampling methods.

Limitations of Research

For accomplishing a research objective, researcher has to face different limitations which directly and indirectly affect the research study. While conducting a survey through questionnaire and interview, it is found that respondents like customers and managers don’t respond effectively as they are found to be less interested in giving the answer to the research questions. This is a major research issue as it becomes too difficult to collect the data from respondent because they are busy and most importantly they are less interested. In addition, research conducted in this survey requires a sufficient time in order to collect the customers and managers perceptions, views and ideas related to quality management importance in construction industry. Moreover, the other limitation in research is the research budget which restricts or limits the area and scope of data collection where large amount of data is collected from the large number of respondents.

Research Hypothesis

Following are the hypothesis of this study:

H1: There are various problems faced by the UK construction organization while fulfilling the criteria of QMS.

H2: There is no problem faced by the UK construction organization while fulfilling the criteria of QMS.

H3: QMS increases the profitability of the construction firm.

H4: QMS does not increase the profitability of the construction firm.

This research has given consideration towards these hypothesis and has supported towards concluding the research outcomes on the basis of selection and rejection of the hypotheses.

Chapter 4: DATA ANALYSIS

4.1 Introduction

For the purpose of data analysis, researcher has included quantitative as well as qualitative data collection method. For this purpose, researcher has included survey questionnaire method to identify the views of the consumers and to get the suggestions; researcher has included personal interview method of managers. This chapter of the study remained highly assistive to correlate between the primary and secondary data to increase the relevancy and trustworthiness of the primary data. Furthermore, the data collected by the customers are represented on the basis of table, charts, graphs, etc. which has supported towards the statistical representation of the data(Cottrell and McKenzie, 2011). Statistical representation remains highly assistive to evaluate the research outcome in a glance. This section has included demographic information of the customers and the data related to research analysis. This chapter has supported towards evaluating the research data which has supported towards concluding the research with the help of relevant research outcome.

4.2 Demographic Analysis

4.2.1 Age

Table 1: Age

Options Responses Analysis-Percentage
20 – 30 16 32
31 – 40 20 40
41 – 50 14 28
Total 50 100

Figure 1: Age

According to the above table and graph, it can be understood that the major population of respondents are lie between the age group of 31-40 and their percentage is 40%. However, 32% respondents belong in the age of 20 – 30 and 28% respondents belong in the age of 41 – 50. From the above data, it can be analysed that the personalities between the age group of 31- 40 has shown more readiness to respond and has participated in the survey.

4.2.2 Gender

Table 2: Gender

Options Responses Analysis-Percentage
Male 39 78
Female 11 22
Total 50 100

Figure 2: Gender

From the above table and chart, it can be analysed that 78% respondents are male however 22% respondents are female. This data clearly shows that male respondents show more eagerness towards survey.

4.3 Survey Analysis

4.3.1 Consideration towards QMS

Table 3: Consideration towards QMS

Options Responses Analysis-Percentage
Strongly Agree 27 54
Agree 11 22
Neutral 2 4
Disagree 6 12
Strongly Disagree 4 8
Total 50 100

Figure 3: Consideration towards QMS

From the above table and graph, it can be analysed that (54+22) 76% customers are agreed that they give consideration towards quality management system while purchasing the construction project. However, in the contrary, 20% respondents have shown disagreement to this statement and 4% respondents remained neutral. From the above data, it can be interpreted that most of the respondents give consideration towards QMS as the respondents who are not agree from this statement, their percentage is negligible. The findings of Wong et al. (2011) has shown consistency with this interpretation that QMS supports to increase the corporate image due to which consumers give huge consideration on this parameter and it also supports to give the assurance in the terms of work standards and quality specifications.Due to this reason, consumers focus towards QMS while buying infrastructure projects. In this context, one of the managers of construction industry of UK responded that in the current scenario, competition is regularly increasing UK market due to which consumers’ expectation towards quality construction is regularly increasing. So, it is essential to give consideration towards QMS as it remains assistive towards increasing the customer satisfaction.

From this, it can be discussed that consumers are the king of the market and no company can survive without customer satisfaction. In this context, QMS remains assistive to increase the brand loyalty and to influence the target customers. At the same time, it enables towards use innovative techniques in construction designing and supports to offer good projects in the market.

4.3.2 QMS and Reliability

Table 4: QMS and Reliability

Options Responses Analysis-Percentage
Strongly Agree 28 56
Agree 12 24
Neutral 0 0
Disagree 6 12
Strongly Disagree 4 8
Total 50 100

Figure 4: QMS and Reliability

From the above data, it can be identified that most of the respondents agreed that QMS increases the reliability on the construction project. 80% respondents has shown there agreement to this statement however, 20% respondents were not shown their consistency with this statement. From this, it can be interpreted that there are other factors also which plays role in increasing the reliability however; QMS plays major role in itand there is a relationship between QMS and reliability in the context of construction. Views of (Talib et al., 2011), has shown consistency with this interpretation that QMS approach supports towards increasing the relevancy of the project and supports to hold the relevance for the project management by creating proper control on the major processes and workforce in the context of managing the construction project. In this context, one of the respondents suggested that QMS supports to certify the construction project which enables towards increasing the trust of the customers towards the brand. At the same time, it increases to minimize the risk factor and enables towards minimizing the chances of any government or legal issues.

From this, it can be discussed that QMS supports to authorise the project on the basis of quality which increases the reliability of the project. This increased reliability remains assistive to increase the customer satisfaction as well as supports to fulfil the legal compliance.

4.3.3 Reason behind Focusing towards QMS

Table 5: Reason behind Focusing towards QMS

Options Responses Analysis-Percentage
Effective design 6 12
Quality issue of material 15 30
Quality of equipment 3 6
Above all 26 52
Total 50 100

Figure 5: Reason behind Focusing towards QMS

From the above table and chart, it can be evaluated that 12% respondents agreed that major reason behind focusing towards QMS is effective design.  However, 30% respondents agreed on quality issue of material and 6% respondents have shown their consensus on quality of equipment. However, 52% respondents have responded that they focus towards all the measures while giving consideration towards QMS. The outcomes of Rusko, et al. (2014) has shown consistency with this interpretation that while purchasing the infrastructure consumers give focus towards various parameters related to quality and in this context, QMS supports to integrate various quality measures from the sourcing phase to the handing over the project phase.One of the managers’ view has shown consistency with this finding that QMS supports to utilize effective equipment and effective design while focusing towards the quality parameter. At present due to increase in liberalization and literacy level, consumers focus have increased in construction industry. So, they do not focus only one or two parameters but they give consideration towards multiple parameters.

From this, it can be discussed that there is a need of increasing concern towards quality in the construction industry as it enables towards fulfil the customer needs and enable the firm to decrease the difference between desired quality and offered quality. So, it is essential to give consideration towards QMS as it supports the firm to create competitive advantage in the industry.

4.3.4 Pay ability and QMS

Table 6: Pay ability and QMS

Options Responses Analysis-Percentage
Strongly Agree 20 40
Agree 10 20
Neutral 3 6
Disagree 12 24
Strongly Disagree 5 10
Total 50 100

Figure 6: Pay ability and QMS

From the above table and chart, it can be evaluated that most of the respondents are agreed that they are ready to pay more for the project which is designed according QMS. The percentage of these respondents is 60%. However, 34% respondents have shown resistance to this statement and 6% respondents remain neutral. From the above data, it can be interpreted that UK consumers are price conscious too. So, while utilizing QMS construction companies also need to focus towards the parameter of pricing. In support of this, Hoonakker et al. (2010) has identified that there is a need of lots of documentation which is time consuming process and also increases the cost of the company due to which the price of the project increases and negatively impacts the buying behaviour of the consumers. One of the managers has responded thatpaper work and time consuming process are the major reason behind construction firms do not prefer to adopt quality management system. It created hurdle towards the adoption of QMS.

From this, it can be discussed that ISO 9000:2000 standard is a time consuming process which has a need of huge documentation. This is the major hurdle which is faced by the UK construction firms. So, government needs to give consideration towards this parameter for making the documentation easier and quick.

4.3.5 QMS increases Competitive Advantage

Table 7: QMS increases Competitive Advantage

Options Responses Analysis-Percentage
Strongly Agree 18 36
Agree 7 14
Neutral 2 4
Disagree 13 26
Strongly Disagree 10 20
Total 50 100

Figure 7: QMS increases Competitive Advantage

From the above table and chart, it can be analysed that most of the respondents are agreed that QMS supports to increase the competitive advantage and this percentage is 50%. However, 46% respondents have not shown consistency from this statement and have shown disagreement while 4% respondents remained neutral. From the above data, it can be interpreted that however; QMS plays vital role in creating competitive advantage but there are various other factors too which supports to increase the competitive advantage. Moreover, it can be interpreted that QMS plays vital role in increasing the competitive advantage. Above interpretation has shown consistency with the views of Santos, et al. (2013), that QMS enables the firm to increase the competitive advantage as it supports to get the trust of the consumersand enables the firm to develop cheap projects with high quality.One of the managers of construction firm stated that QMS supports to increase the quality of the construction but it also enables towards enhancing the innovativeness in construction while focusing towards the utilization of latest equipment.Moreover, he stated that after the adoption of QMS by our firm we have found drastically change in our profit margin as consumers are even willing to pay more for the quality and innovative service in construction.

From this, it can be discussed that giving consideration towards QMS supports the firm to develop the new opportunities for creating differentiation in the industry. This differentiation strategy enables the firm to stand distinguish in the market while offering quality service. It enables the firm to increase the brand loyalty and positive image in the mind of the consumers.

4.3.6 Government intervention

Table 8: Government Intervention

Options Response Analysis – Percentage
1 Strongly Agree 22 44
2 Agree 18 36
3 Neutral 2 4
4 Disagree 6 12
5 Strongly Disagree 2 4
Total 50 100

Figure 8: Government Intervention

From the above table and chart, it can be understood that (42+34) 80% respondents agreed that government intervention is necessary in the context of applying QMS in an effective manner. However, 16% respondents have not shown their consensus towards this statement. At the same time, 4% respondents remained neutral. From the above data, it can be interpreted that it is essential for the government to increase the concern towards construction industry regarding they are meeting the standards of QMS or not. In support of this, Mir and Pinnington (2014 depicted that QMS remains assistive towards increasing the safety measurements which enable towards increasing the risk management. So, government needs to intervene towards ensuring the FDA and ISO compliance. One of the managers of the sample size has responded that there is a need of increasing the government intervention to make the strict rules and regulations in the context of following the rules of ISO 9000 standard and to get certified on the basis of QMS. Additionally, government should also focus towards decreasing the paperwork.

From this, it can be discussed that government intervention is necessary in the UK to increase the effective formulation of QMS as QMS also support to minimize the risk factor and to increasethe efficiency of the construction project.So, the strict rules and regulations will make it necessary for the construction firms to adopt the ISO 9000:2000 standard which will support towards providing safe housing and construction facility to the UK citizens.

4.3.7 Increase Consideration towards Training

Table 9: Consideration towards Training

Options Response Analysis – Percentage
1 Strongly Agree 20 40
2 Agree 16 32
3 Neutral 4 8
4 Disagree 5 10
5 Strongly Disagree 5 10
Total 50 100

Figure 9: Consideration towards Training

From the above table and chart, it can be analysed that (40+32) 72% respondents agreed that organizations need to increase their concern towards the aspect of training. However, 20% respondents have shown disagreement towards this statement and 8% respondents remained neutral. From the above study, it can be interpreted that UK construction firms need to increase their concern towards training which will support to make them well-verse with the quality management system and will support the firm to fulfil the criteria of QMS. Above findings have shown consistency with the findings of Fox (2013) that to improve the productivity and efficiency of the construction industry, it is essential for the organization to give concern towards QMS. Moreover, it is essential to ensure that employees receive proper training by reviewing the quality standard requirements.One of the managers have responded that organizations need to increase the concern towards QMS as it enables towards increase the productivity of the firm and supports towards accomplish the project in a timely manner.

From this, it can be discussed that QMS enables the firm to increase their productivity so that construction firm become able to accomplish the given project in a timely and cost effective manner. So, firms should increase concern towards the implementation of QMS.

4.3.8 UK Construction Companies and QMS Standards

Table 10: UK Construction Companies and QMS

Options Response Analysis – Percentage
1 Strongly Agree 19 38
2 Agree 7 14
3 Neutral 4 8
4 Disagree 15 30
5 Strongly Disagree 5 10
Total 50 100

Figure 10: UK Construction Companies and QMS

From the above table and chart, it can be evaluated that (38+41) 52% respondents agreed that UK construction organizations are applying QMS standards in an effective manner. However, in the contrary, 40% respondents are not agreed from this statement. At the same time, 8% respondents remained neutral. Above data shows that 52% respondents are agreed to this statement however 40% respondents are not agreed. The higher proportion of respondents have shown consistency with this statement which shows that UK construction industry is highly focused towards QMShowever, as 40% respondents have not agreed to it. This response is not negligible and it indicates towards that there is a need of improvement in this area which showsUK construction industry needs to increase their concern towards QMS. This interpretation has shown consistency with the findings of Garengo and Biazzo (2013) thatQMS enables the construction industry to increase the conformity of the quality which supports the firm to meet the specifications. It also enables the firm to complete the project in the mentioned time. One of the managers responded that QMS supports their firm to give consideration towards society, environment and ethical practices which enables the firm to increase the conformity regarding the quality as well as towards the corporate social responsibility and it supports the firm to enhance the positive brand image of the construction firm.

From this, it can be discussed that QMS supports the firm to fulfil their social responsibility as well to give conformity towards the quality of the project and enables the firm to publicize itself on the basis of social marketing to create positive image in the market.

4.3.9 QMS and Budget

Table 11: QMS and Budget

Options Response Analysis – Percentage
1 Strongly Agree 16 32
2 Agree 8 16
3 Neutral 4 8
4 Disagree 12 24
5 Strongly Disagree 10 20
Total 50 100

Figure 11: QMS and Budget

From the above table and chart, it can be analyzed that most of the respondents (32 + 16 = 48%) agreed that QMS remains assistive to accomplish the project in a quality manner while focusing towards the budget.However, 44% respondents have not shown consensus from this statement. On the other hand, 8% respondents remained neutral. From the above statistical data, it can be evaluated that QMS remained assistive to decrease the costing of the company and enables the firm to accomplish the construction project on time. However, 48% respondents are not agreed from this statement which is not a negligible percentage. So, from this, it can be interpreted that there are other factors too which play role towards decreasing the costing of the company and supports to accomplish the project in a budget friendly manner. This interpretation has shown consistency with the findings of Mane and Patil (2015) that QMS enables the firm to fulfil the liability to achieve the requirement of the customers within the budget which supports towards increasing the customer satisfaction. One of the managers responded in support of this finding that QMS supports to accomplish the project in a budgetary manner which enables the firm to offer the project to their customers at a low cost which enables towards creating competitive advantage.

From this, it can be discussed that in the current scenario, competition is regularly increasing in the construction industry of the UK. Due to this reason, consumers prefer to purchase the project which is budget friendly as well as become able to fulfil the quality criteria too. So, in this context, QMS remains highly assistive to fulfil the consumers’ expectation and to offer the project according to their requirement.

4.3.10 QMS Achievement

Table 12: QMS can be Achieved Through

Options Responses Analysis-Percentage
Team work 10 20
Work consistency 12 24
Effective training 10 20
Above all 18 36
Total 50 100

Figure 12: QMS can be Achieved Through

From the above table and chart, it can be evaluated that 20% respondents agreed that company can achieve QMS through increasing the team work, 24% respondents agreed that companyneeds to focus towards work consistency to achieve QMS. At the same time, 20% respondents have shown consensus with effective training however, 36% respondents agreed that there is a need of increasing the concern towards all the parameters to achieve the standard of QMS. One of the managers also stated that to increase the effectiveness of QMS it is essential to increase the concern towards various parameters as quality cannot be achieved through single factor. There is a need of focusing towards multiple perspectives to achieve the standard of QMS.

From this, it can be discussed that organizations need to increase their consideration towards various perspectives to achieve the standard of QMS as quality management system is a vast area which covers various perspectives.

4.3.11 QMS support to Set Standards for Employees

Table 13: QMS support to Set Standards for Employees

Options Responses Analysis-Percentage
Strongly Agree 15 30
Agree 12 24
Neutral 4 8
Disagree 10 20
Strongly Disagree 9 18
Total 50 100

Figure 13: QMS support to Set Standards for Employees

From the above table and chart, it can be analysed that most of the respondents (54%) agreed that QMS supports to set standards for the employees. However, 8% respondents remained neutral and 38% respondents have shown disagreement to this statement. From the above findings, it can be interpreted that most of the respondents are agreed to this statement but the percentage of the respondents who are not agreed to this statement is also not negligible. So, it can be determined that QMS vital role in setting the standards for employees of the organization however there are other parameters too which play a significant role towards setting the standard towards the employees. Above finding has shown consistency with the views of Dora, et al. (2013) that QMS supports the firm to set the high standard for the employees which support the construction organisation to improve its quality system. It also supports to enhance the skills and ability of the employees.

One of the managers has stated that quality management system supports to build motivation within the organization which enables towards the development of ethical practices within the organization. Moreover, it supports towards developing positive working environment within the organization.

From this, it can be discussed that QMS also supports to improve the internal environment of the organization which enables towards increasing the employee involvement towards the achievement of organizational goals. So, increasing consideration towards QMS enables the firm to increase the productivity through motivating the employees to enhance their involvement towards achieving the organizational goal.

4.3.12 QMS Increases the Turnover Rate

Table 14: QMS Increases the Turnover Rate

Options Response Analysis – Percentage
1 Strongly Agree 15 32
2 Agree 8 16
3 Neutral 3 8
4 Disagree 12 24
5 Strongly Disagree 12 20
Total 50 100

Figure 14: QMS Increases the Turnover Rate

From the above table and chart, it can be analysed that most of the respondents agreed that adoption of QMS increases the turnover rate of the employees and 48% respondents have shown consensus to this statement however, 8% respondents remained neutral towards this perspective and 44% respondents have shown disagreement towards this statement. From the above data, most of the respondents agreed that QMS increases the employee turnover rate so, organizations need to increase concern towards this parameter. Views of Kazaz and Ulubeyli (2009) has shown consistency with this finding that QMs increases the work pressure of the employees which creates the negative working environment for the employees and directly or indirectly impacts the employee performance and also increases employee turnover rate. Moreover, it also increases the absenteeism. In support of this, one of the managers responded that it is true that QMS enables the managers to motivate the employees to perform better but QMS needs quality assurance which can be achieved through excessive working due to which the work pressure and working hours increases. Moreover, he stated that to overcome from this issue our firm is focused towards recruiting more employees which decreases the work pressure. At the same time, company is focused towards providing extra benefit to the employees for extra efforts. 

From this, it can be discussed that it is essential for the firms to increase the consideration towards this perspective and to understand the employee perspective too to increase employee satisfaction and to decrease the negative impact of QMS from the employees by creating new opportunities for them which will support towards increasing the quality of the organization while creating positive working environment.

4.3.13 QMS support to Create Positive Brand Image

Table 15: QMS support to Create Positive Brand Image

Options Responses Analysis-Percentage
Strongly Agree 26 52
Agree 15 30
Neutral 1 2
Disagree 6 12
Strongly Disagree 2 4
Total 50 100

Figure 15: QMS support to Create Positive Brand Image

From the above table and chart, it can be determined that 52% respondents strongly agreed that quality management system supports to create positive brand image of the construction firm in the industry. In like manner, 30% respondents agreed to this statement, however, 2% respondents remained neutral, 12% respondents remained disagree and 4% respondents has shown strong disagreement to this statement. From the above data, it can be interpreted thatquality management system remains highly supportive towards creating positive image of the firm in the industry as the respondents who have shown disagreement to this statement their percentage is negligible. Above finding has shown consistency with the literature review thatQMS enables the firm to increase positive brand image which supports towards increasing the brand loyalty and to increase the positive word of mouth.

One of the managers has responded that quality management system also supports towards creating positive image in the mind of the employees which supports the firm to reduce the resistance of employees towards change and enables to direct the effective corporate culture within the organization.

From this, it can be discussed that QMS enables the construction firm to create positive brand image in the mind of the consumers which enable the firm to increase the brand loyalty and to develop competitive advantage in the industry while creating long-term sustainability.

Hypothesis Acceptance/Rejection
H1 There are various problems faced by the UK construction organization while fulfilling the criteria of QMS Accepted
H2 There is no problem faced by the UK construction organization while fulfilling the criteria of QMS Rejected
H3 QMS increases the profitability of the construction firm. Accepted
H4 QMS does not increases the profitability of the construction firm. Rejected

From the above table, it can be understood that H1 and H3 are accepted however, H2 and H4 are rejected.

There are various problems faced by the organization in the UK while fulfilling the criteria of QMS such as documentation, clauses of ISO 9000:2000, general instructions for different construction, increase in work pressure, etc. (Mane and Patil, (2015). Due to this reason, H1 is accepted however H2 is rejected. On the other hand, it is identified that QMs supports towards increasing the positive brand image in the market as consumers prefer to purchase the projects which are designed while focusing towards QMS. So, QMS supports to increase the profitability of the firm. Moreover, it supports towards decreasing the construction cost and to accomplish the project in the given time span. It also enables the firm to increase the productivity through setting the standards for the employees (Dora, et al., 2013). All these perspectives enable the firm to increase the customer satisfaction which increases the sale and supports the firm to increase the profitability. Du to this reason, H3 is accepted however H4 is rejected.

Chapter 5: Conclusion & Recommendations

5.1 Conclusion

Above study has supported towards achieving the research objectives in an effective manner. From the above study, it can be concluded that in the UK, firms are focused towards quality management however it is necessary to increase the consideration towards this parameter. There are various challenges of QMS which are faced by UK construction firms while managing QMS but still fulfilling the QMS criteria remains assistive for the construction firms to increase the reliability in their projects. It supports towards increasing the customer trust which enables towards increasing the sales. Moreover, it assists to develop the project in a low cost while focusing towards quality criteria and also supports to accomplish the project in a timely manner. This study has supported towards achieving the research objectives which is discussed further:

Exploring the concept of quality management system

Above study has supported towards analysing that quality management system supports to give consideration towards various parameters such as ethical consideration, quality standard, innovative design, timely management of the project, etc. This research has supported towards giving detailed understanding regarding why it is necessary to focus towards quality management system and has supported towards analyse the benefits of quality management system in the context of construction firm. From this research, it can be identified that there is a need of increasing the concern towards quality management system by construction firm as it supports towards increasing brand loyalty, positive image in the market, decrease legal intervention, increase positive word of mouth, supports to decrease the company costing, etc.

This study has supported towards analyse that in the current scenario, to create competitive advantage in the UK construction industry, it is necessary for the firms to increase the consideration towards the parameter of quality management system. QMS is supporting the firms towards increasing competitive advantage as at present UK consumers are highly focused towards purchasing the projects which are made according to the QMS standard. QMS enables the construction firms towards increasing the customer satisfaction and in UK due to high pay ability consumers are willing to pay more for the projects which are designed in an effective manner while focusing towards innovation as well as quality parameter. Moreover, it supports to justify the quality standard of the project as infrastructure can get impacted through natural calamities as well as disasters and can create risk for the human life. So, in this context, giving focus towards QMS enables the firm to decrease the chances of mis-happening. ISO mark certification enables the firm to make the customers assure regarding the quality of the construction.

Problems of quality management system in the construction business

There are various issues which construction firms have to face in the UK to get certified from ISO 9000: 2000. The major issue faced by the firms in this industry is the documentation issue as to fulfil the standard of ISO 9000: 2000 firms need to accomplish various paperwork, which is time consuming process and increase the costing of the project too. Moreover, the construction specifications and contracts differ from each other so it creates hindrance towards incorporating a generic quality system for every project. Firms need to fulfil various clauses for the achievement of the criteria of QMS which creates a barrier towards the adoption of QMS within the organization. Moreover, QMS increases the cost of the project as price and quality cannot go hand to hand. Moreover, it is identified that QMS increases the working hour of the employees as quality standard can only be achieved through human resource as they support towards quality assurance and quality control in different department. It creates the challenge of increasing the turnover rate and absenteeism. According to this study, these all are the reasons which create hindrance towards the achievement of QMS. Moreover, due to increase in competition consumers give focus towards selecting the construction projects which follows the criteria of high quality with innovative design at a low cost which negatively impacts the profitability of the firm. Moreover, QMS increases the time and cost too due to documentation, so firms have to face various issues while following the standard of QMS.

Opportunities and recommend ways

QMS supports the firm to increase the quality standard while focusing towards innovative design which enables the firm to increase the customer satisfaction. Moreover, construction investment is a big investment so, consumers give focus towards various parameters while purchasing a construction project. In this context, QMS enables the firm to give consideration towards various parameters. It also enables the firm to decrease the cost and time too. QMS supports the firm to develop innovative structure so that it becomes able to attract the consumers and to offer them the project at a low cost which supports towards increasing the number of customers. Moreover, it enables towards increasing the productivity as QMS supports to set the standard for employees which supports to motivate the employees in a right direction while focusing towards ethical practices. QMS increases positive brand image between the employees and customers which supports to reduce the resistance of employees and supports to direct the effective corporate culture within the organization. So, QMS supports the construction to increase the concern towards various parameters which enables the firm to achieve various parameters. Consumers are willing to pay more for the quality projects.

To enhance the effectiveness of quality management system in construction business UK government needs to decrease the documentation process. Additionally, there is a need of easy documentation process so that construction firms become able to fulfil the criteria of quality management system. At the same time, there is also a need of increasing concern towards making the strict rules from the side of government to making it necessary to fulfil the criteria of QMS in construction industry. Using low quality material can create the situation of risk towards the lives as well as it also creates negative image of the construction firms. Moreover, it also increases the chances of legal action towards the firm. So, in the current competitive market, it is essential for the construction firms of the UK to increase the consideration towards QMS. This study has supported towards analysing the hypothesis on the basis of primary and secondary data outcome which has supported towards concluding the research finding in an effective manner. H1 and H3 hypotheses are selected in this research however, H2 and H4 are rejected. These hypotheses have supported towards understanding the research topic in a better manner.

5.2 Recommendations

Above study has supported towards recommending the ways to reduce the issues related to quality management system. From this study, following recommendations can be given:

  • Construction organizations need to increase their consideration towards quality perspectives
  • QMS supports to increase the opportunity for the firm and firm can promote itself on the basis of QMS approved which will remain assistive towards increasing the sales.
  • While focusing towards QMS firms need to give consideration towards ethical practices
  • Government needs to decrease the filing and documentation process so that the time wastage in the processing of QMS will decrease
  • Firms need to understand the importance of QMS as in the current fierce competition environment focusing towards QMS supports to increase competitive advantage.
  • Organizations need to boost up the employees to perform according to the criteria of QMS by offering them promotion, increment, rewards, appraisal, etc.
  • In like manner, there is a need of increasing the workforce according to the work pressure so that extra pressure will decrease from the employees and it will support towards the creation of positive working environment. Moreover, increase work pressure decreases the productivity of the employees.

Above study has supported towards analysing the importance of QMS in the UK construction industry as well as supported towards identifying the issues and challenges of QMS. At the same time, it has recommended the ways to overcome from the challenges of QMS as at present, it is essential to give focus towards QMS in the UK construction industry to increase customer satisfaction and to retain brand loyal customers. This study is based on quantitative as well as qualitative data analysis approach which has supported towards identifying the views of customers as well as the managers of the construction firms. So, this study remained highly assistive towards increasing the knowledge of the researcher in the context of quality management system and its importance in construction industry. Moreover, it has supported towards providing recommendations to overcome from the challenges of QMS as eliminating the challenges will remain assistive for the firm towards the easily adoption of QMS. QMS will support the firm towards fulfilling the consumer expectation while increasing the profit margin and giving consideration towards the environment and society. Moreover, it supports towards the upliftment of the employees and increase the opportunity of their growth. In like manner, this study has supported towards the loop whole of ISO 9000:2000 standard in the context of clauses, lengthy documentation process and general guidelines for ever project which needs to be change. Government needs to increase its consideration towards all these parameters.

This study has supported towards explaining the research question in an effective manner, which has enabled towards achieving the research objectives in a moderate manner. In this study, researcher has given huge focus towards study the research topic surrounding to the research objectives which has supported the researcher to get the deep understanding regarding the study while achieving the research aim and objectives. This study has also given consideration towards customer as well as company perspectives and has discussed the study to understand the profit of customers and firm through the adoption of quality management system.

5.3 Research Limitations

The limitation of this study is that in this study, researcher has involved small sample size which has decreased the affectivity of this research. Due to which, the point of view of large population has not become able to collected by the researcher. So, for future researcher; there is an opportunity of involving large sample size to increase the relevancy of the research. Moreover, this research is limited only towards the construction industry so future researcher has an opportunity to expand the research area. At the same time, in this study, researcher has involved few questions in the questionnaire which has decreased the deep understanding regarding rhe research topic.

5.4 Future Implications

This study can be implemented in the future for academic implication. It has supported towards giving deep understanding regarding the importance of quality management in the context of the construction industry. At the same time, the findings of this study can be utilized for managerial implications as it supports the manager to understand the importance of QMS. In the current scenario, due to increase in fierce competition in UK market, construction firms need to increase their consideration towards providing quality services to their client. In this context, QMS will remain highly assistive. This study will remain supportive towards academic as well as managerial implication as it has enabled towards identifying the importance of QMS through not only consumer perspective but also from company perspective and also from the government and political consideration. This study will help to understand the importance of QMS in the UK construction industry to create competitive advantage and long-term sustainability.

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Appendices

Survey Questionnaire –

  1. Age
  • 20 – 30
  • 31 – 40
  • 41 – 50
  1. Gender
  • Male
  • Female
  1. Do you give consideration towards quality management system while purchasing any construction project?
  • Strongly Agree
  • Agree
  • Neutral
  • Disagree
  • Strongly Disagree
  1. Do you believe that quality management system supports to increase the reliability in the context of infrastructure?
  • Strongly Agree
  • Agree
  • Neutral
  • Disagree
  • Strongly Disagree
  1. The major reason behind focusing towards quality management system is-
  • Effective design
  • Quality issue of material
  • Quality of equipment
  • Above all
  1. According to your view, are you ready to pay more for the projects which are designed according to quality management system?
  • Strongly Agree
  • Agree
  • Neutral
  • Disagree
  • Strongly Disagree
  1. According to your views, do quality management system supports to increase the competitive advantage of the construction company?
  • Strongly Agree
  • Agree
  • Neutral
  • Disagree
  • Strongly Disagree
  1. According to your views, government intervention is essential in the context of QMS?
  • Strongly Agree
  • Agree
  • Neutral
  • Disagree
  • Strongly Disagree
  1. In your views, does UK Construction Companies need to increase consideration towards training of the workforce to meet the standard of QMS?
  • Strongly Agree
  • Agree
  • Neutral
  • Disagree
  • Strongly Disagree
  1. According to you, UK construction companies are applying QMS standards in an effective manner?
  • Strongly Agree
  • Agree
  • Neutral
  • Disagree
  • Strongly Disagree
  1. Do you agree that QMS enables the firm to fulfil the project in a quality manner while focusing towards the budget?
  • Strongly Agree
  • Agree
  • Neutral
  • Disagree
  • Strongly Agree
  1. According to your views, company can achieve the standard of QMS through increasing the –
  • Team work
  • Work consistency
  • Effective training
  • Above all
  1. According to your view, does QMS support to set standards for employees?
  • Strongly Agree
  • Agree
  • Neutral
  • Disagree
  • Strongly Agree
  1. According to your views, does QMS increases the turnover rate within the organization?
  • Strongly Agree
  • Agree
  • Neutral
  • Disagree
  • Strongly Agree
  1. As per your perception, does QMS support to create positive brand image of the firm?
  • Strongly Agree
  • Agree
  • Neutral
  • Disagree
  • Strongly Agree

Personal Interview –

  1. What is the role of quality management system in the current competitive environment in construction industry of UK?
  2. Is it essential to follow quality management system?
  3. What are issues faced by the company while implementing quality management system?
  4. According to your view, how to enhance the effectiveness of quality management system in construction industry of UK?
  5. Does quality management system is assisting your company towards increasing the opportunities?
  6. Does quality management system build motivation within the organization regarding ethical practices?
  7. Does quality management system enable the firm to reduce the resistance of employees to change and support to direct the effective corporate culture within the organization?

 

 

 

 

 

 

 

 

 

 

 

 

 

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