Performance of Metropolitan, Municipal, and District Assembly Contractors on Construction Projects Based 0n ISO 9000 Quality Management Systems

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The subject of performance in recent time has being of interest to all. However, the performance of project contractors at the Metropolitan, Municipal and District Assembly (MMDA) level in Ghana has not been thoroughly investigated. Most of the quality problems faced by the client can be attributed to the contractor who is the final manufacturer or constructor of the development project. To ensure the development of the MMDAs, quality delivery of project by the contractor should be of paramount importance to the MMDA client. The objective of this study was to assess the performance of MMDA project contractors based on ISO 9000 Quality Management standards. This was achieved by the adoption of roles of building contractors developed by Nduro, (2010). Questionnaires were administered to a sample of 102 MMDAs using stratified random sampling approach; by post and in person with a response rate of 52.94%. An incremental scale was developed, system of weights and rating were used to assess the importance of each role. Results showed that MMDAs consider quality of final construction product, client satisfaction, and standard of workmanship, prompt correction of defects and period of construction (delivery on schedule) as the most important roles of contractors. Additionally, the MMDAs were of the view that the contractors performed to their satisfaction on factors such as, standard of workmanship, quality of final construction product, client satisfaction, and prompt correction of defects. The contractors however trailed on factors such as effectiveness of communication, employee development, equipment holding, operational base of contractors and attention to site welfare and safety, according to the MMDAs. The respondent therefore generally rated the oval performance of the contractors based on performance factors from Nduro (2010) after analysis at 53.58%; an average performance of the contractors. Results also showed that of the documented benefits of ISO 9000 quality management standard (QMS) implementation, increased quality awareness in the firms, better documentation procedures, improved quality of products and customer service, improved efficiency in quality system and increased accuracy of project budget estimation were considered very important by the MMDAs to the MMDA contractors. However, with exception of minimizing project risk and saving cost which had no different and insignificant deference respectively when the actual and the expected benefits of ISO 9000 QMS to the contractors were compared, all the remaining expected benefits were higher than the actual benefits of ISO 9000 the MMDAs derive from the contractors.
A Dissertation Presented to the Department Of Building Technology in Partial Fulfilment of the Requirements for a Degree of Master of Science in Construction Management.