Improving maintenance and reducing building defects through ISO 9000

Abstract

While ISO 9000 is undeniably the most prolific of all formal quality assurance (QA) standards, the experiences that the construction industry has had with it are at best mixed. Past research done to investigate its impact, in terms of benefits and costs, suggest that most construction firms have yet to achieve optimal results from its implementation and use. One possible explanation lies in the generic nature of the standards itself. This study investigates the impact of ISO 9000 on building defects. By focusing onto this very fundamental aspect of construction quality, it shows how ISO 9000 certification for contractors can affect the amount of defects occurring in their building projects. Augmented with findings from an in‐depth case study, a clearer understanding into the mechanisms of defects and its causes is derived. With that, a conceptual framework for effective defects reduction, based on the ISO 9001 model of QA, is developed.