MODELLING OF TOTAL QUALITY MANAGEMENT FRAMEWORK IN CONSTRUCTION PROCESS

The purpose of this study was to model the total quality management framework in construction process in Tanzania. The study analyses the critical success factors that contribute to the implementation of total quality management in the construction process. To achieve the objective, a survey was conducted where questionnaires were distributed to construction firms in Dar es Salaam. The data were analysed statistically using Average index (A.I). The assessment of Critical success factor was analysed by grouping a total of 23 subject items into 6 dimensions of subject items. The average index was applied to each factor and those factors with low average index (5.661) were described as strong disagreed while those factors with higher average index (7.563) were described as strong agreed. The findings indicate that the most tested critical success factors that contribute to the implementation of total quality management in construction process were supply chain management, process management, customer focus, and continuous improvement. Others were management and leadership as well as employee satisfaction. This study concludes that when the quality implementation is patchy and not uniformly functioning in the construction firms then in case of time constrained projects and events with diverse customer characters set, it will be difficult to meet the agreed customer requirement. Therefore, a mechanism should be developed to minimize the gap between the supply management and the customer focus. A proper method is required to incorporate the voice of customer in the design process. To achieve this goal, total quality management framework and modelling is required to attain maximum satisfaction of customer.