Quality Management Training | Supply Chain School

Quality Management

Quality can be fundamentally defined in several different ways; ranging from simply “conformance to requirements” (Philip Crosby), to the more detailed “the degree to which a set of inherent characteristics fulfils requirements” (ISO 9001), one of the most important things for our industry to remember is that quality always also has a customer element.

In construction, we look at quality in two ways:

Conformance to requirements
Customer satisfaction

As it is the customer / client who specifies the requirements, quality is ultimately what the customer expects and will be satisfied with. Therefore, quality on a built environment project must mean; understanding what the customer wants, designing the project to deliver these requirements and then delivering an outcome which conforms to the customers’ requirements and expectations.

Whether it is a house or a bridge; expensive or inexpensive; the representative definition of quality stays the same.

Simply put, the customer expects the project to be completed on time, in full, within budget, to expectations and without defects. That is delivering quality.

The process of quality management means what your organisation does to ensure that your products or services satisfy your customer’s quality requirements; comply with any regulations applicable; enhance customer satisfaction and achieve continual improvements.

The School can provide you with some tools to enable you to take quality to ISO 90001 and beyond and to continually manage your delivery.

What is the real cost of error?

A look at the the different types of error that arise in the construction industry, and the real cost of those errors as revealed by research by the Get It Right Initiative.

The Get It Right Initiative

What Is The Real Cost Of Error?

Quality Management Resources

Here are a select number of key quality management resources. To view the full resource library for quality management, please click "more resources".