March 2003

Exploring industry expectations

Exploring industry expectations 5 stars5 stars5 stars5 stars5 stars

A survey reveals consensus, as well as conflict, regarding how key industry groups view quality

by Dr. Jim Hoff, DBA
Be the first to comment

Although significant strides have been made to improve roof system performance during the past decades, the roofing industry continues to cling to a limited definition of quality. At a time when many industries are viewing quality in broad terms of customer satisfaction, the roofing industry (as well as the entire construction industry) continues to cling to a more narrow definition of quality as "conformance to requirements."

Conformance to requirements defines quality as satisfying a set of specifications rather than satisfying a customer. The definition assumes specifications will meet customer needs and wants, but some quality experts disagree.

In their article, "An assessment model for quality performance control in residential construction," published in the Journal of Construction Education, Robert C. Stroh and Zeljko M. Torbica state: "Conformance to requirements ... assumes that we can get stable and complete requirements; it ignores the potential mismatch between what is specified and what the customer needs or wants. In fact, customers may not know or care how well a constructed facility conforms to specifications; they simply want their needs and expectations to be met."

At a research level, little work has been conducted in the construction industry to explore these human and social dimensions of quality, especially those factors involving the cooperation of different participants in the construction process. To expand the industry's understanding of quality, the research I present seeks to view roofing quality as a broader social process rather than the narrow conformance to specific...

To read the article in its entirety, please log in or register (registration is free).

Log in or register for FREE access to this article and other Professional Roofing online content.

Not a user?

Register now for free access
  • Full access to every article
  • Online Web exclusive information
  • Photo gallery
  • Breaking news
  • Online classified ads

Already a user?

Log in now

User name:



Login help
Click here to have your user name and password emailed to you.

Comments (0) Login to post a comment or rating
There are no comments posted.