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Assessing the corporate service quality performance of design-build contractors using quality function deployment

机译：使用质量功能部署评估设计建造承包商的公司服务质量绩效

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摘要

The design-build (D/B) project delivery system has gained increased market share in the last few years. It is superior to traditional systems in some respects but some claim that it does not lend itself to effective quality assurance and control. D/B construction owners who are in the process of selecting a D/B firm for a project should therefore be well informed about the quality performance of potential D/B firms in their bidding list. Total quality consists of the corporate quality culture, the quality of the project service, and the quality of the constructed facility. This paper describes a tool that was developed to measure the corporate service quality of a D/B firm using quality function deployment (QFD). The service quality factors are ranked relative to construction owners' needs and expectations by means of a survey administered to construction owners. The components of quality management systems in place in D/B firms are ranked by D/B executives in a survey administered to senior D/B firms. The relationships between service quality factors and quality system requirements are established by a professional quality system assessor and all these attributes are integrated into one system called the Corporate Service 'House of Quality.' The tool developed can be used by construction owners to rank D/B firms relative to corporate service quality as well as by D/B firms to benchmark themselves against their competitors.
机译：在过去的几年中，设计建造（D / B）项目交付系统获得了越来越多的市场份额。它在某些方面优于传统系统，但有人声称它不适合有效的质量保证和控制。因此，正在为项目选择D / B公司的D / B建筑业主应在投标清单中充分了解潜在D / B公司的质量表现。总体质量包括企业质量文化，项目服务质量和所建设施的质量。本文介绍了一种工具，该工具使用质量功能部署（QFD）来衡量D / B公司的公司服务质量。通过对建筑业主进行的调查，将服务质量因子相对于建筑业主的需求和期望进行排名。 D / B高管在对高级D / B公司进行的调查中对D / B公司中已有的质量管理体系的各个组成部分进行了排名。服务质量因子与质量体系要求之间的关系由专业质量体系评估人员建立，所有这些属性都集成到一个称为“公司服务质量之屋”的系统中。建筑业所有者可以使用开发的工具对D / B公司相对于公司服务质量进行排名，也可以由D / B公司使用其对自己的竞争对手进行基准测试。

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