The extent of total quality management (TQM) implementation in the construction industry: a case study of the Kenyan building industry.

Abstract

Quality, reliability price an delivery are things most companies compete for : hate r the industry- competition is rife competition for customers. for students, for patients for resources, for funds. (Oakland 1998 . When attention is paid to quality there is improvement in performance in relation to reliability delivery and price. The goal is, a satisfied customer who becomes the organization' best advertisement. A satisfied customer will not only do more business in future but will recommend the firm to others. A dissatisfied customer on the other hand will not only reduce profitability but will deter new customers...........................................................