Abstract

Customer dissatisfaction due to low quality and performance in developing countries is more notable than technical construction failures. In order to enhance the corporate-level quality, which is reflected later in project-level metrics, quality management systems (QMS) are developed and applied. A quality management system (QMS) defines the organization's structure, processes, procedures, and responsibilities to achieve quality policies and objectives. Successful implementation of a QMS improves service quality, organization performance, and customer satisfaction. Previous research widely explored QMS implementation in different industries; only a few studies focused on the implementation and its influential factors in the construction industry, especially in developing countries. The lack of research addressing QMS in the Egyptian construction industry affects the stakeholders' awareness and acceptance of its implementation, negatively impacting the contracting organizations. This research aims to propose a simple, systematic, and applicable framework that offers guidance to Egyptian contractors to efficiently implement QMS in their organizations. Towards determining the framework’s key factors, this research identifies and evaluates QMS implementation barriers, benefits, and the critical success factors (CSFs), in addition to identifying and examining the previous QMS implementation frameworks. Accordingly, an extensive literature review is conducted, followed by a survey of 28 contracting companies to examine the significance of the factors that influence QMS implementation. The findings indicated that resistance to change is the most significant barrier to QMS implementation, while the top perceived benefits were improved customer satisfaction and image. In addition, top management commitment and leadership was recognized as the essential factor for implementing QMS successfully. Eventually, an implementation framework is developed for contracting companies to facilitate the successful implementation of QMS through four steps approach. In-depth interviews were conducted with top management and quality representatives to validate the applicability and effectiveness of the framework. This study provides an insight into QMS implementation in Egypt to facilitate its successful implementation and promotes the improvement of quality and increasing the awareness among construction professionals for encouraging the growth and development of the Egyptian construction industry.

School

School of Sciences and Engineering

Department

Construction Engineering Department

Degree Name

MS in Construction Engineering

Graduation Date

Winter 1-31-2022

Submission Date

1-28-2022

First Advisor

Samer Ezeldin

Second Advisor

Ibrahim Abotaleb

Committee Member 1

Ossama El-Hosseiny

Committee Member 2

Khaled Nassar

Committee Member 3

Ossama Hosny

Extent

82 p.

Document Type

Master's Thesis

Institutional Review Board (IRB) Approval

Approval has been obtained for this item

Additional Files
Noha - signature page and waiver form.pdf (466 kB)
signature page and waiver form
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