Dimensions of Quality framework for evaluating management system: a case study in the construction industry

Dimensions of Quality potential applications for improving management systems and products in building development have not been fully explored. The objective of this study is to use the service quality dimensions as a framework for quality assessment that can serve as a continuous improvement tool to evaluate whether the management system supports construction building projects and whether these projects are in line with the system. Thirteen dimensions were adapted from studies focused on improved management systems, quality product and customer services, and Brazilian requirements standards for management in civil construction: Performance, Ease of Use, Availability, Reliability, Maintainability, Durability, Conformity, Installation and Direction of Use, Technical Support, User Interface, Environmental Interface, Appearance, and Perceived Quality and Brand Image. A case study was conducted to validate the framework as a continuous improvement tool applied to the management system of a construction company. As a result, the construction company's management system was evaluated due to the excellent scores received by the ABC Building Project on all available dimensions of quality, which shows that the company's management system is suitable for this product portfolio.