CHALLENGES OF QUALITY ASSESSMENT SYSTEM (QLASSIC) IN

CONSTRUCTION INDUSTRY IN MALAYSIA

FARRAH RINA BINTI MOHD ROSHDI

UNIVERSITI TEKNOLOGI MALAYSIA

2013
CHALLENGES OF QUALITY ASSESSMENT SYSTEM (QLASSIC) IN
CONSTRUCTION INDUSTRY IN MALAYSIA

FARRAH RINA MOHD ROSHDI

A project report submitted in partial fulfillment of the

requirements for the award of the degree of Master of
Science (Construction Management)

Faculty of Civil Engineering

Universiti Teknologi Malaysia

JANUARY 2013
 Dedicated specially
To my beloved husband Muhammad Nasir Abu Bakar
and my daughter
Nur Nayli Fatini

\\\\
 ACKNOWLEDGEMENT

I would like to acknowledge my supervisor Prof Madya Ir Dr Rosli Bin

Mohamad Zin who has given me support and guidance throughout the period of this
study. His patience and perseverance toward the outcome of the study subject is on
the highest standard. Without him, this project report will not become reality.

I would like to acknowledge to all my family members who has contributed

their moral support toward the completion of this project report.

Finally, I would like to acknowledge all the expert panels and respondents to
the questionnaire for participants in this study exercise and without them this study
will be meaningless.
 ABSTRACT

The Construction Industry Standard (CIS 7:2006) on Quality Assessment

System (QLASSIC) was developed in November 2006 to evaluate and improve the
quality of the building construction work among the Developers and Contractors.
QLASSIC sets out the standard for the quality of workmanship for various
construction elements of building and also infrastructure works. QLASSIC is not
fully implemented and applied by all Developers and Contractors in Malaysia as this
element is not a compulsory requirement in getting projects. Moreover, there are
only small numbers of Developers and Contractors who are aware on the benefits of
the application of QLASSIC in their construction projects. Besides, there are some
barriers that cause those parties to avoid using QLASSIC. The aim of this study is to
study on the challenges of QLASSIC assessment and its acceptance by Developers
and Contractors that register under the CIDB, Malaysia for the construction projects
in order to achieve the standard of quality in construction in terms of workmanship.
Data was collected from the literature study and from Construction Industry and
Development Board (CIDB) by means of interviews and questionnaires. Based on
the analysis, most of the Developers and Contractors are still not familiar with
QLASSIC. The barriers that contributed to Developers and Contractor refusal to
comply with QLASSIC are unfamiliar with QLASSIC system, less of technical
personnel during the QLASSIC assessment, less of QLASSIC’s assessors and low
reputation if QLASSIC score less than CIDB’s requirement. Most of the respondents
in the Developers companies agree with the barrier in which the main reason that
stops them from applying QLASSIC is that they are not really familiar with the
QLASSIC system.
 ABSTRAK

Sistem penilaian kualiti (QLASSIC) dilaksanakan pada tahun 2006 adalah

untuk menilai dan meningkatkan tahap kualiti di dalam kerja-kerja bangunan di
kalangan para pemaju dan kontraktor. QLASSIC mengetengahkan satu tahap di
mana kualiti terhadap kerja-kerja pemasangan dan pembinaan fokus kepada cara
kerja untuk setiap elemen bangunan dan infrastruktur. Walaubagaimanapun,,
QLASSIC masih kurang diaplikasi oleh sebilangan besar pihak pemaju dan
kontraktor di Malaysia atas alasan sistem kualiti ini tidak termaktub sebagai kriteria
wajib untuk mendapatkan projek. Sehubungan dengan itu, ada di kalangan para
pemaju dan kontraktor mengaplikasikan sistem kualiti ini kerana kesedaran terhadap
kebaikan-kebaikan pengaplikasian QLASSIC di dalam projek mereka. Selain itu,
terdapat juga halangan-halangan yang menghalang sesetengah pihak dari
menggunakan sistem ini. Laporan projek tertumpu pada cabaran QLASSIC dan
penerimaannya oleh para pemaju dan kontraktor yang berdaftar di bawah CIDB di
dalam mencapai tahap kualiti di dalam cara kerja. Dengan itu, semua data dikumpul
melalui bacaan, data dikeluarkan oleh pihak CIDB dan borang kaji selidik.
Berdasarkan analisis, kebanyakan pemaju dan kontraktor masih tidak memahami
sepenuhnya QLASSIC. Antara halangan-halangan yang menjadi penyebab kepada
keengganan pihak pemaju dan kontraktor untuk mengaplikasi sistem ini adalah tidak
memahami tentang QLASSIC, kekurangan tenaga professional semasa proses
penilaian kualiti, kekurangan penilai QLASSIC, dan kemerosotan latar belakang
pihak kontraktor jika skor QLASSIC rendah dari kehendak CIDB. Majoriti pihak
responden di dalam syarikat pemaju bersetuju dengan mengatakan bahawa halangan
utama menghalang mereka dari menggunakan sistem QLASSIC ini adalah mereka
masih tidak memahami secara terperinci tentang sistem kualiti ini.
 TABLE OF CONTENTS

CHAPTER TITLE PAGE

DECLARATION ii
DEDICATION iii
ACKNOWLEDGEMENT iv
ABSTARCT v
ABSTRAK vi
TABLE OF CONTENTS vii
LIST OF TABLES xiv
LIST OF FIGURES xv
LIST OF ABBREVIATIONS xvi
LIST OF SYMBOLS xvii
LIST OF APPENDICES xviii

1 INTRODUCTION 1

1.1 Background of the Study 1

1.2 Statements of Problem 3
1.3 Objectives of the Study 4
1.4 Scope of the Study 5
2 LITERATURE REVIEW 6
2.1 Quality Definition 6
2.1.1 The Concept of Quality 7
2.2 Principles of Total Quality 9
2.2.1 Customer Focus 9
2.2.2 Process orientation 10
2.2.3 Continuous improvement and learning 10
2.2.4 Empowerment and Teamwork 11
2.2.5 Management by fact 11
2.2.6 Leadership and strategic Planning 13
2.3 TQ and Traditional Management Practices 13
2.3.1 Strategic Planning and Management 13

2.3.2 Changing Relationship with Customers

and Suppliers 14
2.3.3 Organizational Structure 14
2.3.4 Organizational Change 15
2.3.5 Teamwork 15
2.3.6 Motivation and Job Design 15
2.3.7 Management and Leadership 16
2.4 Quality Management System 16
2.4.1 Aids to Promoting Quality Management 16
2.4.2 Barriers to Quality 17
2.4.3 Top Management’s Reluctance to Commit 18
2.5 Theory by Philip B.Crosby’s Definition of Quality 18
2.5.1 Five Absolutes of Quality Management 18
2.5.2 Crosby’s Perspective on Quality 19
2.5.3 Philips Crosby’s Fourteen-Step Quality
Programme 20
2.5.4 Successes and Failures 21
2.6 QLASSIC Introduction 22
2.6.1 QLASSIC Definition 23
2.6.2 Objective of QLASSIC 24
2.6.3 Scope of QLASSIC 24
 2.6.4 QLASSIC Assessors 25
2.6.5 Assessment Approach and Sampling
Process 25
2.6.6 Construction Industry Standard
(CIS 7:2006) on Quality Assessment
System for Building Construction Work 26
2.6.7 QLASSIC Assessment Process Flow 30
2.6.8 Importance and Advantages on
application for QLASSIC assessment 32
2.6.9 Basic Tools and Equipment used in
Assessment 32

3 RESEARCH METHODLOGY 34
3.1 Introduction 34
3.1.1 Defining the Research Objectives 35
3.1.2 Defining the Target Population 35
3.1.3 Defining the Mode of Administration 35
3.1.4 Developing Questionnaire 36
3.1.5 Designing the Sampling Approach 37
3.2 Data Analysis 37
3.2.1 Collecting and Processing the Data 38
3.2.2 Estimation and Data Analysis 39
3.3 Schematic of Research Methodology 40

4 DATA ANALYSIS 42
4.1 Introduction 42
4.2 Questionnaire Sample Distribution 42
4.3 Questionnaire Design 44
4.3.1 Section A : Respondent’s Profile and 44
Background
4.3.2 Section B : Advantages in Application
of QLASSIC System 45
4.3.3 Section C : Barriers in Application of
 QLASSIC System 46

4.3.4 Section D : Strategy for Barrier

Breaker and Its Improvement 47
4.4 Data Analysis 47
4.4.1 Section A : Analysis on Respondent’s
Profile and Background using Frequency Analysis
4.4.1.1 Questionnaire Feedback 50
4.4.1.2 Experience in Construction
Industry 52
4.4.1.3 Contractor Grade 53
4.4.1.4 Public and Private Projects 54
4.4.1.5 Knowledge on QLASSIC 56
4.4.1.6 Application in QLASSIC 57
4.4.1.7 Building Category 59
4.4.1.8 Involvement of Technical
Personnel In QLASSIC 61
4.4.1.9 Project Location 62

4.4.2 Section B : Analysis on Advantages in

Application of QLASSIC System
using Average Index Analysis 63
4.4.2.1 Analysis in Developers
Companies 63

4.4.2.2 Analysis in Contractors

Companies 66
4.4.3 Section C : Analysis on Barriers in
Application of QLASSIC System using
Average Index Analysis 69
4.4.3.1 Analysis in Developers
Companies 69

4.4.3.2 Analysis in Contractors

 Companies 72
4.4.4 Section D : Analysis on Strategy for
Barrier Breaker and Improvement in
Application of QLASSIC System using
Average Index Analysis
4.4.4.1 Analysis in Developers
Companies 75

4.4.4.2 Analysis in Contractors

Companies 78

5 CONCLUSION AND RECOMMENDATION 82

5.1 Introduction 82
5.2 Achievement of the Study 82
5.2.1 Objective 1 : To identify the
driving factors to the application
of QLASSIC 82
5.2.2 Objective 2 : To identify the barriers
in comply with QLASSIC 84
5.2.3 Objective 3 : To establish the improvement
and strategy of barrier breaker towards
QLASSIC application 85
5.3 Conclusion 86
5.4 Recommendation 88
References 89
Appendices 91
 LIST OF TABLES

TABLE NO. TITLE PAGE

2.1 Allocation of Weightage according to Component and
Building category 29
4.1 Likert Scale for Section B 45
4.2 Likert Scale for Section C 46
4.3 Likert Scale for Section D 47
4.4 Average Index rating scale 48
4.5 Average Index rating scale 49
4.6 Average Index rating scale 50
4.7 Respondent’s Feedback 51
4.8 Advantages in Application of QLASSIC System for
Developers Companies 63-64
4.9 Advantages in Application of QLASSIC System for
Contractors Companies 66-67
4.10 Barriers in Application of QLASSIC System for
Developers Companies 69-70
4.11 Barriers in Application of QLASSIC System for
Contractors Companies 72-73
4.12 Strategy for Barrier Breaker and its improvement for
Developers Companies 75-77
4.13 Strategy for Barrier Breaker and its improvement for
Contractors Companies 78-80
 LIST OF FIGURES

FIGURE NO. TITLE PAGE

2.1 The Quality Concept 8
2.2 Philip Crosby’s triangle of interactions 21
2.3 Assessments Process flow 31
2.4 Spirit Level (1.2m length) 33
2.5 Tapping Rod 33
2.6 L-Square (24’’x12’’) 33
3.1 Schematic of Research Methodology 40
4.1 Number of Respondents 51
4.2 Respondents feedback 52
4.3 The Numbers of Year in Construction Industry 53
4.4 Contractor Grade 54
4.5 Types and No. of Projects Involved 55
4.6 Knowledge on QLASSIC 56
4.7 No. of Years Applied QLASSIC 58
4.8 No. of Project That Assess by QLASSIC 59
4.9 Categories of Project Involved 60
4.10 Technical Personnel Involved in QLASSIC 61
4.11 Project Location that Involved QLASSIC 62
 LIST OF ABREVIATIONS

TC - Technical Committee
CIS - Construction Industry Standard
CIDB - Construction Industry Development Board
PWD - Public Works Department
JPN - Jabatan Perumahan Negara
REDHA - Real Estate and Housing Developers Association Malaysia
PAM - Pertubuhan Arkitek Malaysia
MBAM - Master Builiders Association Malaysia
HBA - National House Buyers Association
QLASSIC - Quality Assessment System
TQ - Total Quality
CONQUAS - Construction Quality Assessment System
QA/QC - Quality Assurance/Quality Check
CIMP - Construction Industry Malaysia Plan
DPM - Deputy Prime Minister
ST - Seven Strategic Thrust
M&E - Mechanical and Electrical
CPC - Certificate of Practical Completion
GFA - Gross Floor Area
ACMV - Air-conditioning and Mechanical Ventilation
 LIST OF SYMBOLS

Σ - Sum
α - Alpha
≤ - Less or similar
 LIST OF APPENDICES

APPENDIX TITLE PAGE

I Questionnaire Survey 91
 1

CHAPTER 1

INTRODUCTION

1.1 Background of the Study

The Construction Industry Standard ( CIS 7:2006) on Quality Assessment

System was developed on November 2006 to evaluate and improve the quality of
the building construction works. The Standard that established by the CIDB’s
Technical Committee ( TC ) that with support by representatives from Public
Works Department (PWD) , Jabatan Perumahan Negara (JPN) , Real Estate and
Housing Developers Association ( REDHA), Pertubuhan Arkitek Malaysia ( PAM) ,
Master Builders Association Malaysia (MBAM), National House Buyers
Association (HBA) and others relevant organizations and authorities take part on
this assessment towards quality aspects.

Construction Development Industry Board (CIDB) is the main body that

responsible in establishing the quality assessment against projects. CIDB’s objective
is to develop the capacity and capability of the construction industry through the
enhancement of quality and productivity by placing great emphasis
on professionalism, innovation and knowledge in the endeavor to improve the
quality of life. In addition, relevant with their policy that focus on encouraging the
 2

award of construction contracts based on "value for money" rather than cost
efficiency, ensuring that Construction products, especially those that are locally
manufactured, confirm to the standing Industry Standards, ensuring that skilled
labour confirm to the standing National Skills Standards and ensuring that
Construction Firms are encouraged to enhance their quality to eventually achieve
competitive advantage in the global market. With consumer sophistication as a key
driving force for quality in construction, CIDB has spearheaded a number of far-
reaching initiatives that are designed to enhance quality.

Quality is defined as a fundamentally relational. The ongoing process that

comprises sustaining the relationships by doing assess, anticipate, fulfill stated and
implied needs can achieve the quality. Even though the quality process is implicit
process while it involves many relationships and character, the principles ‘’Do the
Right Things in Every Time, On Time and First Time ‘’will remain the quality. The
definition of quality in terms of building construction should be within the building
standard and specification. Furthermore, analyzing the quality of the building should
be developed by the assessment by time to time from the beginning until the end
stages of the construction work. The assessment on the construction classified on the
building category. For example Landed Housing, Stratified Housing or Public
Building.

The Technical Committee (TC) team set up the Quality Assessment System
in Construction (QLASSIC) to give a level of standard that can award to the
Developers or Contractors as successful parties in construction industry. This
system or method is to measure the quality of a workmanship of a construction work
based on the relevant approved standard. QLASSIC set out the standard on quality
of workmanship for various construction elements of building and also
infrastructure works upon completion of the projects. The elements in assessments
include Structural Works, Architectural Works, and Mechanical and Electrical
Works (M&E). QLASSIC enables the quality of workmanship in construction
projects to be objectively highlighted through a scoring system. The marks are
summed up to calculate the QLASSIC Score (%) for a construction projects. The
 3

results are derived from the site inspection that carried out on the first time
inspection within the elements of the building from upon completion of the projects.
For the works that are rectified after assessment will not be summed up into the
score.

Nowadays, knowledgeable customers are very particular on the quality

aspects of the building. They desire for a value for money building, zero defects,
zero risk and sustainable development for their selection of living especially for
residential area wherever for short term or long term. Furthermore, the QLASSIC
approach was still new in the construction industry development. The
encouragement in application of QLASSIC for every project should be highly
suggested by the Construction Development Industry Development (CIDB)
Malaysia.

1.2 Statements of Problem

QLASSIC was developed by CIDB on 2006, however, the application of this

system are actively applied by the Major Private Client such as Sime Darby
Property Sdn Bhd,TTDI Harta Sdn Bhd, PJD Eastern Land Sdn Bhd , Perumahan
Kinrara Bhd,Sime Pilmoor Development Sdn Bhd, I&P Sieramas Sdn Bhd and other
developers which is only the well-known client. For government project, there are a
small number of projects and rarely applied this assessment system. In other words,
QLASSIC was a minor application in construction industry as far as QLASSIC is
not a compulsory requirement for the Developers and Contractors to bid to the
projects. The score of the construction works was first published on 2007. From the
publications, it shows that the QLASSIC was still a new establishment that focuses
on the quality of a workmanship in construction industry. The scoring system is to
benchmark the quality of workmanship of the construction projects. While the
constructions of works complied with the standard of quality, the objectives of the
 4

quality development were achieved. QLASSIC also introduce the performance of

the Developers and Contractors based on their workmanship after the completion of
the projects. QLASSIC score drastically will enhance the Developer’s and
Contractor’s good background and performance during the construction and
completion of the construction project.

Hence, QLASSIC was a very familiar system among the several Developers
and Contractors. Furthermore, the parties that comply with the QLASSIC are more
advance in the development of the construction projects. There are more aware on
the quality of a workmanship and more successful in delivering the construction
projects by following the standards of quality. Therefore, an exposure to work
within the standard of quality is already in their organizations strategy. QLASSIC
was not fully implemented and applied by all Developers or Contractors in Malaysia
as there is not a compulsory requirement. Moreover, there are a small number of
Developers and Contractors that aware on the benefits of application QLASSIC in
their construction projects. In addition, it shows that there are some barriers that
make those parties not comply with QLASSIC. The barriers give the tough
challenges to CIDB in order to ensure QLASSIC is totally applied by all Developers
and Contractors in construction industry.

1.3 Objectives of the Study

The aims of this study is to study on challenges of QLASSIC and its

acceptance by Developers and Contractors that register under the CIDB, Malaysia
for the construction projects as to achieve the standard of quality in construction in
terms of workmanship.
 5

In order to achieve the aim of the study, the following objectives have been
identified:

a) To identify the driving factors to the application of QLASSIC

b) To identify the barriers in complying a QLASSIC
c) To establish the improvement and strategy of barrier breaker towards
QLASSIC application

1.4 Scope of the Study

In order to achieve the objectives for this study, the scope of the study will
be focusing on the challenges of QLASSIC within Developers and Contractors in
construction industry in Malaysia.
 89

REFERENCES

Construction Industry Development Board Malaysia (2011),Quality Assessment

System in Construction (QLASSIC)(Brochure),Kuala Lumpur:CIDB Malaysia.

Construction Industry Development Board (2011),Statistik Penilaian Kualiti Bagi

Projek Pembinaan(Brochure),Kuala Lumpur: CIDB Malaysia.

Construction Industry Development Board (2011),Sistem Penilaian Kualiti Bagi

Projek Pembinaan(Brochure),Kuala Lumpur: CIDB Malaysia.

David N. Griffiths (1994), Management in A Quality Environment, Published by

Amer Society for Quality

Howard S.Gitlow (1999), Quality Management Systems : A practical Guide,

Published by CRS Press

James R. Evans and James.W.Dean,Jr(2003), Total Quality : Management ,

Organization, and Strategy, Third Edition, Published by Mason 04: Thomson /
South-Western

John Beckford (1998),Quality,Published by in Taylor & Francis e-Library

John S.Oakland and Leslie J.Porter (1994), Cases in Total Quality

Management,Published by Butterworth –Heinemann
 90

Lesley Munro-Faure and Malcolm Munro-Faure (1992) . Implementing Total

Quality Management,Published by London: Pitman Publishing

Paul F.Wilson and Richard D.Pearson ( 1994) . Performance Based Assessments,

United States of America ,Published by ASQC Quality Press Milwaukee, Wisconsin

Paul P.Biemer and Lars e.Lyberg (2003), Introduction to Survey Quality, Published
by John & Sons Inc, Hoboken New Jersey

Richard S.Johnson and Lawrence E. Kazense (1993), The Mechanics of Quality

Process, Published ASQC Quality Press

Richard S.Johnson (1993), Leadership for the Quality Transformation,Published

ASQC Quality Press

Richard S.Johnson (1993) , Management Processes for Quality Operations,

Published ASQC Quality Press

Sharon L.Lohr (1999), Sampling : Design and Analysis,Published : Richard

Stratton

William M.Lindsay and Joseph A.Petrick (1997), Total Quality and Organization
Development, Published by St.Luice Press