Quality management tools and techniques in major infra-structure projects

The major infra-structure projects are frequently criticized for failing their quality objectives. There are also some academic publications which assess the consequence of poor quality management in project failures. The success of the application of quality strategies and operational excellence concepts (such as TQM, Six Sigma, Supply Chain Management, Lean Thinking, etc) in operations and services have been well documented and publicised but not so in project management. This paper will argue, supported by primary data, how quality and operational excellence tools and techniques can ensure the sustainable success of major infra-structure projects. The conclusions and applications will be illustrated by case examples of three major infra-structure projects in the UK, viz, Channel Tunnel HS1, London Heathrow Terminal 5 and London Crossrail.