Key issues of Total Quality Management (TQM) implementation in construction: Case Study

Mahmoud, Mazin

Abstract

This research explores and investigates the intra-organisational issues of Total Quality Management (TQM) implementation within an international construction company. The research explores the Critical Success Factors (CSFs), concerns and benefits of implementing TQM in the company, and subsequently, suggests recommendations to assist the adoption of TQM in the company considered for this research and similar companies in the construction industry.
A case study of the company was employed in this research. The case study was carried out through: (1) conducting semi-structured interviews with management and staff to explore and investigate key issues of TQM implementation within the company; (2) conducting a survey by a questionnaire to ascertain the employees’ awareness and perceptions of quality, teamwork and job satisfaction as part of TQM implementation in the company; (3) accessing the company’s data and documents.
After analysing the results of the research, the most recognised CSFs for implementing TQM, to be incorporated in the company are: (1) process approach;(2) employees’ involvement and training; (3) employees’ satisfaction in career, salary and professional development; (4) leadership skills; (5) organisational learning and knowledge management; (6) organisation culture.
The most recognised obstacles to implementing TQM in the company are: (1) insufficient training and professional development for employees, especially for lower bands; (2) lack of satisfaction in career, salary, professional development and work setting; (3) conflict between employees and management, and internal cultural issues of the company; (4) lack of managerial skills of motivation, delegation of decision making, teamwork, communication and coordination; (5) the nature of construction projects; transient, variable and fast track.
Identified benefits of implementing TQM in the company are: (1) reduced rework and cost saving; (2) improved job and staff quality, improved safety and productivity; (3) winning new tenders and projects. Based on these findings, recommendations to assist the adoption of TQM in the company and similar companies in the construction industry have been suggested.

Citation

Mahmoud, M. Key issues of Total Quality Management (TQM) implementation in construction: Case Study. (Thesis). University of Hull. https://hull-repository.worktribe.com/output/4221829

• Thesis Type: Thesis
• Deposit Date: Oct 4, 2019
• Publicly Available Date: Feb 23, 2023
• Keywords: Total Quality Management; TQM; Construction; Case study; Business
• Public URL: https://hull-repository.worktribe.com/output/4221829
• Additional Information: Business School, The University of Hull
• Award Date: Sep 1, 2011