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Bosher, L, Dainty, A, Carrillo, P, Glass, J and Price, A (2007) Integrating disaster risk management into construction: a UK perspective. Building Research & Information, 35(02), 163–77.

Bowen, P, Pearl, R and Akintoye, A (2007) Professional ethics in the South African construction industry. Building Research & Information, 35(02), 189–205.

Chew, M Y, Conejos, S and Law, J S L (2017) Green maintainability design criteria for nanostructured titanium dioxide (TiO2) façade coatings. International Journal of Building Pathology and Adaptation, 35(02), 139–58.

Enshassi, A, Elzebdeh, S and Mohamed, S (2017) Drivers affecting household residents’ water and related energy consumption in residential buildings. International Journal of Building Pathology and Adaptation, 35(02), 159–75.

Fo, P and Skitmore, x (2007) Factors facilitating construction industry development. Building Research & Information, 35(02), 178–88.

Hadidi, L, Assaf, S, Aluwfi, K and Akrawi, H (2017) The effect of ISO 9001 implementation on the customer satisfaction of the engineering design services. International Journal of Building Pathology and Adaptation, 35(02), 176–90.

  • Type: Journal Article
  • Keywords: ISO 9000; Customer satisfaction; Quality; Saudi Arabia; Certification; Design management;
  • ISBN/ISSN: 2398-4708
  • URL: https://doi.org/10.1108/IJBPA-01-2017-0004
  • Abstract:
    ISO 9001 is an international specification that provides certification for quality management systems (QMSs) after careful external auditing. However, certified companies rarely evaluate their quality systems after being certified. The certificate needs to be renewed periodically where companies are encouraged to evaluate their gained benefits and improve their QMS’s deficient areas. The purpose of this paper is to provide a method of evaluation based on the level of customers’ satisfaction over five metrics (reliability, assurance, tangible, empathy, and responsiveness). Design/methodology/approach The methodology enables to benchmark the current level of satisfaction with prior levels of satisfaction before the ISO 9001 certification. The methodology is applied for the QMS pertinent to the design services (DS) for a large public company in Saudi Arabia. Three case studies were undertaken on the DS for large-scale construction projects. Findings The results were compared between year 2008 (total of 77 projects) and year 2011 (total of 39 projects). The results show that the ISO 9001 certificate may not always demonstrate an evidence of improving customers’ satisfaction levels and, hence, a gap analysis should be implemented to define possible areas of improvement. Research limitations/implications This work is limited to the construction industry. In specific, it addresses only the customer satisfaction related to the design management services. However, Saudi Arabia is known to host many large scale organizations that are heavily involved in international business trade. Hence, the authors believe that the Saudi industry can leverage their practices up to the international standards and similarly the international practices can accommodate some of the best practices in Saudi Arabia. Originality/value It is a general perception in the industry that ISO 9000 implementation will mean good quality products. This work provides the argument that the ISO 9000 implementation should be tested on a regular basis to validate this perception. It shows that in some cases the ISO 9000 did not improve the customers’ satisfaction and, hence, the need arises for gap analysis to modify the QMS.

Hopkin, T, Lu, S, Rogers, P and Sexton, M (2017) Key stakeholders’ perspectives towards UK new-build housing defects. International Journal of Building Pathology and Adaptation, 35(02), 110–23.

Mahmoud, A S, Sanni-Anibire, M O and Hassanain, M A (2017) Performance-based fire safety evacuation of an auditorium facility using a theoretical calculation method. International Journal of Building Pathology and Adaptation, 35(02), 124–38.

McCormack, M, Treloar, G J, Palmowski, L and Crawford, R (2007) Modelling direct and indirect water requirements of construction. Building Research & Information, 35(02), 156–62.

Mcdougall, J A and Swaffield, J A (2007) Transport of deformable solids within building drainage networks. Building Research & Information, 35(02), 220–32.

Pearlmutter, D, Freidin, C and Huberman, N (2007) Alternative materials for desert buildings: a comparative life cycle energy analysis. Building Research & Information, 35(02), 144–55.

Short, C A and Lomas, K J (2007) Exploiting a hybrid environmental design strategy in a US continental climate. Building Research & Information, 35(02), 119–43.

Soetanto, R, Glass, J, Dainty, A R J and Price, A D F (2007) Structural frame selection: case studies of hybrid concrete frames. Building Research & Information, 35(02), 206–19.