How do you review construction quality with clients?

1 Define quality criteria

Before you start any construction work, you need to agree with your client on what quality means for their project. This means defining the quality criteria, which are the specific requirements and expectations that the project must meet or exceed. Quality criteria can include technical specifications, performance indicators, aesthetic standards, environmental compliance, and customer satisfaction. You can use various tools and methods to define quality criteria, such as contracts, checklists, benchmarks, codes, regulations, and standards. Make sure you document and communicate the quality criteria clearly and consistently with your client and your team.

2 Conduct quality inspections

During the construction process, you need to conduct regular quality inspections to verify that the work is done according to the quality criteria. Quality inspections are systematic and objective assessments of the workmanship, materials, equipment, and processes used in the project. You can use different types of quality inspections, such as visual, functional, dimensional, and testing inspections, depending on the nature and scope of the project. You should also follow a quality inspection plan, which outlines the frequency, methods, responsibilities, and records of the inspections. Quality inspections help you identify and correct any defects, errors, or non-conformities before they become costly or risky.

3 Report quality results

After each quality inspection, you need to report the quality results to your client and your team. Quality results are the outcomes and findings of the quality inspections, which show how well the project meets or exceeds the quality criteria. You can use various formats and tools to report quality results, such as reports, dashboards, charts, graphs, photos, and videos. Make sure you report quality results accurately, timely, and transparently, highlighting the strengths, weaknesses, and opportunities for improvement of the project. Quality results help you demonstrate your value, accountability, and professionalism to your client and your team.

4 Solicit quality feedback

Besides reporting quality results, you also need to solicit quality feedback from your client and your team. Quality feedback is the input and opinions of the client and the team on the quality of the project, which can include praise, criticism, suggestions, and complaints. You can use various methods and channels to solicit quality feedback, such as surveys, interviews, meetings, emails, and phone calls. Make sure you solicit quality feedback regularly, respectfully, and constructively, encouraging honest and constructive dialogue. Quality feedback helps you understand your client's needs, preferences, and satisfaction, as well as your team's challenges, achievements, and morale.

5 Implement quality improvements

Finally, you need to implement quality improvements based on the quality results and feedback. Quality improvements are the actions and changes that you make to enhance the quality of the project, which can include correcting defects, preventing errors, optimizing processes, reducing waste, and increasing value. You can use various techniques and tools to implement quality improvements, such as root cause analysis, problem-solving, brainstorming, action plans, and quality control charts. Make sure you implement quality improvements promptly, effectively, and collaboratively, involving your client and your team in the decision-making and execution. Quality improvements help you deliver a better product, service, and experience to your client and your team.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?