Assessing the implementation of quality management system ISO 9001:2015 for the Tunisian Construction Companies

Abstract

The global construction market is currently worth $9.5 trillion. With an estimated volume output growth of 85% by 2030, it is going to register an increase of a $6 trillion in its value. The construction industry is a vital industry to achieve economic prosperity. Nonetheless, Tunisia, among other developing countries, is facing some barriers, affecting its construction companies’ performance, specifically when it comes to quality and cultural practices. In 2013, this dynamic industry is contributing by 7% to the Tunisian GDP ($3.3 billion), employing 3,555 people in total, and is expected to grow by 1.54% in the next four years. Nevertheless, this industry is facing a competitiveness problem. With only 11.2% of ISO 9001 certified companies, this industry is lacking some quality practices. The review of literature has demonstrated the relevance of the QMS and ISO 9001 certification in construction. They enhance companies’ performance, by ensuring cost efficiency and customer satisfaction. However, implementing such a system does not necessarily validate its effectiveness. Previous studies have shown that the organizational culture is underrated in this field, while it is a critical component of ensuring the success of the implementation of QMS. The objective of this thesis is to answer the following questions that arise from this context: - What is the construction companies’ effectiveness in achieving the principles of ISO 9001 in Tunisia? - What is the impact of the implementation of QMS by construction companies on its performance? - What are the principal barriers to the implementation of the ISO 9001 in Tunisia? The methodology used, in this context, includes a primary research of the ISO 9001 practices in the global market, and a survey distributed to 15 ISO 9001 certified Tunisian companies working in construction. It identified the barriers related to this matter, examines the current status of the QMS implementation. A specific company was then selected to evaluate the contribution of ISO 9001 certification towards achieving its qualitative objectives in quality management and its financial performance. This assessment has been effectuated based on the most relevant tangible and intangible KPIs of the company. The outcomes from this research led to a set of recommendations that would help companies in the Tunisian construction industry improve the effectiveness of their QMS and enhance their customer satisfaction and their competitiveness.