Quality has quickly become one of the most important decision-making factors for consumers. And although organizations invest considerable resources into building the right quality management systems (QMSs), in many instances, the adoption of such quality improvement tools are just not enough. Building Quality Management Systems: Selecting the Righ

This book provides a clear, easy to digest overview of Quality Management Systems (QMS). Critically, it offers the reader an explanation of the International Standards Organization’s (ISO) requirement that in future all new and existing Management Systems Standards will need to have the same high-level structure, commonly referred to as Annex SL, with identical core text, as well as common terms and definitions. In addition to explaining what Annex SL entails, this book provides the reader with a guide to the principles, requirements and interoperability of Quality Management System standards, how to complete internal and external management reviews, third-party audits and evaluations, as well as how to become an ISO Certified Organisation once your QMS is fully established. As a simple and straightforward explanation of QMS Standards and their current requirements, this is a perfect guide for practitioners who need a comprehensive overview to put theory into practice, as well as for undergraduate and postgraduate students studying quality management as part of broader Operations and Management courses.

Quality has quickly become one of the most important decision-making factors for consumers. And although organizations invest considerable resources into building the right quality management systems (QMSs), in many instances, the adoption of such quality improvement tools are just not enough. Building Quality Management Systems: Selecting the Righ

Quality management is essential for facilitating the competitiveness of modern day commercial organisations. Excellence in quality management is a requisite for construction organisations who seek to remain competitive and successful. The challenges presented by competitive construction markets and large projects that are dynamic and complex necessitate the adoption and application of quality management approaches. This new edition of Construction Quality Management provides a comprehensive evaluation of quality management systems and tools. Their effectiveness in achieving project objectives is explored, as well as applications in corporate performance enhancement. Both the strategic and operational dimensions of quality assurance are addressed by focusing on providing models of best practice. The reader is supported throughout by concise and clear explanations and with self-assessment questions. Practical case study examples show how various evaluative-based quality management systems and tools have been applied. Subjects covered include: business objectives – the stakeholder satisfaction methodology organisational culture and Health and Safety quality philosophy evaluation of organisational performance continuous quality improvement and development of a learning organisation. New chapters consider the influence of Building Information Modelling (BIM) on quality management. The text should be of interest to construction industry senior managers, practicing professionals and academics. It is also an essential resource for undergraduate and postgraduate students of construction management, project management and business management courses.

Quality management is essential for facilitating the competitiveness of modern day commercial organizations. Excellence in quality management is a requisite for construction organizations who seek to remain competitive and successful. The challenges presented by competitive construction markets and large projects that are dynamic and complex necessitate the adoption and application of quality management approaches. This textbook is written in line with the ISO 9001:2008 standard and provides a comprehensive evaluation of quality management systems and tools. Their effectiveness in achieving project objectives is explored, as well as applications in corporate performance enhancement. Both the strategic and operational dimensions of quality assurance are addressed by focusing on providing models of best practice. The reader is supported throughout by concise and clear explanations and with self-assessment questions. Practical case study examples show how various evaluative-based quality management systems and tools have been applied. Subjects covered include: business objectives – the stakeholder satisfaction methodology organizational culture and Health and Safety quality philosophy evaluation of organisational performance continuous quality improvement and development of a learning organization. The text should prove most useful to students on both undergraduate and postgraduate construction management or construction project management courses. It will also prove a valuable resource for practising construction managers and project managers.

Integrated management systems (IMS) are an innovative way of handling the plethora of management functions and procedures that are applied throughout major construction projects. Contracting companies use management systems to shape and define the corporate arrangement of their business activities, translating these into operational procedures for application to the construction projects they undertake. The management of quality, environment, and safety are at the forefront of systems evolution where the integration of these traditionally independent and dedicated standards-based and process-orientated systems can provide the potential to deliver greater organisational efficiency and effectiveness. This is the first textbook to cover each of the international standards for quality, safety and environment (ISO9000, ISO14001 and ISO18001) and to discuss integrating them. This book provides a detailed yet accessible text to support the study of quality, environment, and safety management systems on professionally accredited undergraduate courses throughout the built environment and for advanced postgraduate courses in construction, project, and engineering management. It is also an indispensible reference for construction professionals working for principal contractors, subcontractors and construction industry supply chain organisations.

We are in what many call “The Age of the Customer.” Customers are empowered more than ever before and demand a high level of customer attention and service. Their increasing expectations and demands worldwide have forced organizations to transform themselves and prepare for the customer experience (CX) battlefield. This landmark book addresses: What customer experience really means Why it matters Whether it has any substantial business impact What your organization can do to deliver and sustain your CX efforts, and How we got to this particular point in CX history This book is the result of exhaustive research conducted to incorporate various components that affect customer experience. Based on the research results, the authors make a case for seeing CX and associated transformations as the next natural evolution of the quality management system (QMS) already in place in most companies. Using an existing QMS as the foundation for CX not only creates a more sustainable platform, but it allows for a faster and more cost effective way to enable an organization to attain world-class CX.