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Article: Performance of engineering consultants in ISO 9000-based quality management systems implementation

TitlePerformance of engineering consultants in ISO 9000-based quality management systems implementation
Authors
KeywordsConstuction Engineering
Consultants
Customer Satisfaction
Hong Kong
Iso 9000 Series
Quality Management
Issue Date2005
PublisherEmerald Group Publishing Limited. The Journal's web site is located at http://www.emeraldinsight.com/ecam.htm
Citation
Engineering, Construction And Architectural Management, 2005, v. 12 n. 6, p. 519-532 How to Cite?
AbstractPurpose - As many construction clients now require their consultants to seek accreditation under ISO 9000:2000, demonstrating customer satisfaction and continual improvement as required by the latest standards will become an important aspect for consultant practices. However, consultants seldom attempt to uncover the expectations of their clients, and this may hinder the improvement when their quality management systems (QMSs) are implemented and hence affect the satisfaction of their clients. The purpose of this paper is to examine the satisfaction of clients to the overall quality performance of engineering consultants in Hong Kong. Design/methodology/approach - To assist engineering consultants to realise the clients' expectation, the expected benefits that construction clients would like to attain through the implementation of ISO 9000-based QMSs and the perceived actual benefits the clients had received are identified through a postal survey. Findings - The results indicate that the actual benefits were generally lower than that expected by the clients. Originality/value - This paper is of value to those wishing to obtain accreditation under ISO 9000:2000 and improve their QMSs with respect to improving the satisfaction of their clients. © Emerald Group Publishing Limited.
Persistent Identifierhttp://hdl.handle.net/10722/150328
ISSN
2015 SCImago Journal Rankings: 0.541
References

 

DC FieldValueLanguage
dc.contributor.authorNg, STen_US
dc.date.accessioned2012-06-26T06:03:22Z-
dc.date.available2012-06-26T06:03:22Z-
dc.date.issued2005en_US
dc.identifier.citationEngineering, Construction And Architectural Management, 2005, v. 12 n. 6, p. 519-532en_US
dc.identifier.issn0969-9988en_US
dc.identifier.urihttp://hdl.handle.net/10722/150328-
dc.description.abstractPurpose - As many construction clients now require their consultants to seek accreditation under ISO 9000:2000, demonstrating customer satisfaction and continual improvement as required by the latest standards will become an important aspect for consultant practices. However, consultants seldom attempt to uncover the expectations of their clients, and this may hinder the improvement when their quality management systems (QMSs) are implemented and hence affect the satisfaction of their clients. The purpose of this paper is to examine the satisfaction of clients to the overall quality performance of engineering consultants in Hong Kong. Design/methodology/approach - To assist engineering consultants to realise the clients' expectation, the expected benefits that construction clients would like to attain through the implementation of ISO 9000-based QMSs and the perceived actual benefits the clients had received are identified through a postal survey. Findings - The results indicate that the actual benefits were generally lower than that expected by the clients. Originality/value - This paper is of value to those wishing to obtain accreditation under ISO 9000:2000 and improve their QMSs with respect to improving the satisfaction of their clients. © Emerald Group Publishing Limited.en_US
dc.languageengen_US
dc.publisherEmerald Group Publishing Limited. The Journal's web site is located at http://www.emeraldinsight.com/ecam.htmen_US
dc.relation.ispartofEngineering, Construction and Architectural Managementen_US
dc.subjectConstuction Engineeringen_US
dc.subjectConsultantsen_US
dc.subjectCustomer Satisfactionen_US
dc.subjectHong Kongen_US
dc.subjectIso 9000 Seriesen_US
dc.subjectQuality Managementen_US
dc.titlePerformance of engineering consultants in ISO 9000-based quality management systems implementationen_US
dc.typeArticleen_US
dc.identifier.emailNg, ST:tstng@hkucc.hku.hken_US
dc.identifier.authorityNg, ST=rp00158en_US
dc.description.naturelink_to_subscribed_fulltexten_US
dc.identifier.doi10.1108/09699980510634119en_US
dc.identifier.scopuseid_2-s2.0-26444553129en_US
dc.identifier.hkuros119073-
dc.relation.referenceshttp://www.scopus.com/mlt/select.url?eid=2-s2.0-26444553129&selection=ref&src=s&origin=recordpageen_US
dc.identifier.volume12en_US
dc.identifier.issue6en_US
dc.identifier.spage519en_US
dc.identifier.epage532en_US
dc.publisher.placeUnited Kingdomen_US
dc.identifier.scopusauthoridNg, ST=7403358853en_US

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