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Towards total project quality: a gap analysis approach

Author

Listed:
  • Graham Winch
  • Aalia Usmani
  • Andrew Edkins

Abstract

This paper presents a critique of existing approaches to the management of projects and the definition of project success, arguing that these are both fragmented and fail to place the client at the centre of the process. In this critique, the paper focuses on quality management, and places the minimization of client surprise at the heart of the assessment of project success. As an alternative, a gap analysis approach, derived from the service quality management literature, is developed which, it is argued, provides a better way of understanding the challenge of managing projects. The model is then applied empirically to the Glaxo project, the largest building project in the UK in recent years. The Glaxo project was remarkably successful, and the lessons can be learned well through the perspective of the gap analysis model. In conclusion the paper concludes that quality on construction projects is a negotiated order, and that design reviews are the principal means by which this order is negotiated.

Suggested Citation

  • Graham Winch & Aalia Usmani & Andrew Edkins, 1998. "Towards total project quality: a gap analysis approach," Construction Management and Economics, Taylor & Francis Journals, vol. 16(2), pages 193-207.
    • Handle: RePEc:taf:conmgt:v:16:y:1998:i:2:p:193-207
    DOI: 10.1080/014461998372484
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    Citations

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    Cited by:

    1. Hafsa Chbaly & Daniel Forgues & Samia Ben Rajeb, 2021. "Towards a Framework for Promoting Communication during Project Definition," Sustainability, MDPI, vol. 13(17), pages 1-19, September.
    2. Engwall, Mats, 2003. "No project is an island: linking projects to history and context," Research Policy, Elsevier, vol. 32(5), pages 789-808, May.
    3. Chen-Yu Chang & Graham Ive, 2002. "Rethinking the multi-attribute utility approach based procurement route selection technique," Construction Management and Economics, Taylor & Francis Journals, vol. 20(3), pages 275-284.
    4. Klumpp, Matthias, 2009. "Logistiktrends- und Logistikausbildung 2020," ild Schriftenreihe 6, FOM Hochschule für Oekonomie & Management, Institut für Logistik- & Dienstleistungsmanagement (ild).
    5. Mei-Yung Leung & Anita Liu, 2003. "Analysis of value and project goal specificity in value management," Construction Management and Economics, Taylor & Francis Journals, vol. 21(1), pages 11-19.

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