Service quality performance of design/build contractors using quality function deployment

Abstract

This note describes a model that measures the quality of the project service of a D/B firm using quality function deployment (QFD). This model is an add‐on to a model developed previously by the authors to measure the corporate service quality performance of D/B firms. The project service quality performance model makes use of 10 service quality factors and their relative weights (transferred from the corporate service quality performance model), three components of quality management systems in place in D/B projects (ranked by senior managers in D/B firms) and the relationships between service quality factors and quality system requirements (established by a professional quality system assessor). It uses QFD to calculate a quality performance index. The combined corporate and project service quality performance index can be used by D/B firms to benchmark themselves against their competitors or to monitor their own performance. It can also be used by owners to rank D/B firms relative to their service quality performance.

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