An-Najah National University Faculty of Graduate Studies Framework for Implementing Quality Management in West Bank Construction Projects By Ahmad Rashed Supervisor Dr. Mohammed Othman This Thesis is Submitted in Partial Fulfillment of the Requirements for the Degree of Master of Engineering Management, Faculty of Graduate Studies, An-Najah National University, Nablus-Palestine. 2014 iii DEDICATION To those who give of themselves so that others may live. To the lovely memory of my mother To my special brother for his unlimited support To my family…. To all who are being constant memories in my life To all of my colleagues and friends for their help and support. iv ACKNOWLEDGEMENT First of all, thanks to Almighty Allah for granting me the power and determination in conducting this research, despite all difficulties. I wish to express my profound gratitude to Dr. Mohammed Othman for his continued guidance, supervision, and comments throughout the course of this study. He has been ever-present force in helping me to mature as a student and as a researcher; his dedication to helping me succeed is deeply appreciated. Appreciation is also expressed to Engineering Management Teaching Staff at the An-Najah National University especially Dr. Ayham Jarron, Dr. Yahya Saleh for their support and encouragement. I must express my sincere thanks to the contracting firms for their cooperation and support. Finally, thanks and regards to all those who supported me in any respect during the completion of this work. vi List of Contents Contents Page No. DEDICATION iii ACKNOWLEDGEMENT iv Declaration v Abstract xi Chapter 1 Introduction 1 1.1 Overview 1 1.2 Project Management 5 1.3 Quality Management in Project Management 8 1.4 Statement of the problem 9 1.5 Justification 10 1.6 Research Questions 11 1.7 Research Objectives 12 1.8 Constraints and Challenges 12 1.9 Thesis Structure 13 Chapter 2 Literature Review 14 2.1 Introduction 14 2.2 Quality definition 16 2.3 Previous Studies 19 2.4 Quality Assurance and Quality Control 22 2.5 The New Model for TQM 25 2.6 Construction Sector in Palestine 27 2.7 Cost of Quality 30 2.8 Cost of Quality as an Improvement Too 34 2.9 Factors Affecting the Implementation of Quality 36 Management in the Construction Project 2.10 Conclusion 50 Chapter 3 Research Methodology 51 3.1 Introduction 51 3.2 Research Methodology Diagram 52 3.3 The Research Approach 53 3.4 The Sample Size 55 3.5 Designing the Questionnaires 57 3.6 Interviews 3.7 Sampling, Instrumentation and Procedure 58 3.8 Instrumentation 59 3.9 Validity of the Questionnaire 61 3.10 Reliability of the Questionnaire 62 vii 3.11 Study Barriers 63 Chapter 4 Data Analysis 65 4.1 Introduction 65 4.2 Analysis 65 4.3 Results and Discussion 75 4.4 Conclusion 86 Chapter 5 The Framework 89 5.1 Introduction 89 5.2 Framework Development Requirements 90 5.3 The Developed Framework 91 5.4 The Stages of the Framework 93 5.5 Conclusion 102 Chapter 6 Conclusions and Recommendation 104 6.1 Introduction 104 6.2 Conclusions of the Research 105 6. 3 The Research Contribution 108 6.4 Recommendations 109 References 112 Appendix 119 صخلملا ب viii List of Figures No. Figures Page 2.1 Okland TQM Model 20 2.2 The Number of the Classified Contracting Firms in 30 Palestine 2.3 Mechanism of quality cost system 33 2.4 Cost Benefit of Quality Management 35 2.5 Quality Management Saving 36 3.1 Percentage of the executed projects according to the 56 classification degree for the registered classified contracting companies in West Bank 3.2 Percentage of Classified Contractors with Respect 57 to the Location in the West Bank 5.1 Deming‘ Cycle 91 5.2 Framework for implementing TQM in construction 94 projects in West Bank ix List of Tables No. Tables Page 2.1 Different quality models 27 3.1 Distribution of Sample According to Study 60 Independent Variables of the Contractor 3.2 Distribution of Sample According to Study 61 Independent Variables of the company 4.1 Main factors affecting quality management in 66 construction 4.2 Means and Standard Deviations of the barriers for 67 implementing quality management in construction projects 4.3 Means and Standard Deviations of the benefits for 68 implementing quality management in construction projects 4.4 Means and Standard Deviations of the techniques 69 for implementing quality management in construction projects 4.5 The responses to the knowledge of quality 70 4.6 The Responses According to the data acquisition 73 method 4.7 Pearson Correlation Matrix between the study 75 variables 4.8 Pearson Correlation Matrix between the study 80 variables 4.9 Pearson Correlation Matrix between the study 84 variables x List of Abbreviations TQM Total Quality Management QM Quality Management GDP Gross Domestic Product GNP Gross National Product KPIs Key Performance Indicators PCBS Palestinian Central Bureau of Statistics PCU Palestinian Contractors Union SPSS Statistical Package for Social Science W.B West Bank C.P Construction Projects NGOs Non-Government Organizations USAID United States Agency for International Development IPMA International Project Management Association PMI Project Management Institute PMBOK A guide to the Project Management Body of Knowledge