ABSTRACT
Construction quality concerns the quality of products used in construction, the manufacturing process and the interaction of assembling different products so that they work together. Customer satisfaction is an important part of the process of project and quality management. Quality is the balancing of cost, time and other factors, which ensures that minimum standards are met in appropriate ways. The chapter presents the nature of quality, and Handy’s principles of customer care as a model for construction. Customer care provides lasting relationships, extends well beyond completion and makes good business sense. The chapter shows how to improve quality management in construction projects, and describes the principles and culture of quality management for multiple contractors. In order to deal with public construction quality and client concerns, the UK government has produced a guide for minimum construction standards. The chapter explains the implementation of quality and care principles under construction contracts.
