Analysis of a Warranty-Based Quality Management System in the Construction Industry

Quality defects are a significant source of the costs and challenges of project management in the construction industry. Due to the project delivery nature of on-site construction, they occur inevitably and are the primary causes of project schedule and cost overruns. A construction product manufacturer determined customer satisfaction warranty- based feedback can be a solution to mitigate the defects in the sense that it can help to identify the root causes of defects more systematically. The motivation of this study is to analyze and improve a quality control program for a major construction system manufacturer based on customer satisfaction warranty- based feedback. Customer satisfaction feedback was obtained on a 10-point Likert scale and analyzed. Statistical process control techniques were applied to check for root causes of defects. Analysis of contractor experience within the data set supports the principle of Best Value Procurement Information Systems (BV PIS), which emphasizes contractor performance and experience to manage project risks. The case study finding provides support that the warranty-based quality control system can enhance project efficiency. The study concludes with a description of the main findings, which can be efficient and effective when implemented in the construction industry.