Quality in Construction Is Often Misunderstood
Too often, quality in construction is seen as just a checklist or a department that catches mistakes, but true quality is a system, not a task.
I learned this the hard way on my first day as a Construction Quality Manager. I walked into the Superintendent’s office and asked where he wanted me to start. His response?
“I don’t know. Take the plans and specs and go do quality stuff!”
I remember looking at that stack of documents, thinking:
“What the hell did I get myself into?”
Coming from a manufacturing background, I quickly realized that quality meant something very different in construction. Over time, I refined my approach adapting structured quality practices to fit the fast-paced, high-variation nature of construction.
What I found was that quality works best when it’s integrated into operations, not treated as a separate function or bolt-on requirement. A well-designed system isn’t about adding extra steps... it’s about improving efficiency, reducing risk, and making projects more profitable.
So, what makes a quality system work? Here’s my philosophy:
1. Don't Let the Tool Dictate the Process
Many companies mistake tools for solutions, thinking that software, checklists, or rigid QC procedures will inherently improve quality. But if a tool doesn’t address actual risks, it’s just busywork.
- Example: A generic checklist might confirm that an installation was completed, but if it doesn’t highlight the key risks of that install, then it doesn’t prevent failure.
- Key Takeaway: Process drives the tool, not the other way around. The right tools should support quality objectives, not just check a compliance box.
2. Transparency Builds Trust
Quality is more than just meeting specs, it’s about building confidence that the work will perform as expected.
- The Risk of Lost Trust: Once a client doubts your ability to deliver quality, they start questioning everything. This leads to delays, added inspections, and unnecessary oversight.
- Solution: Proactive transparency. By documenting decisions, sharing quality data, and demonstrating conformance early, teams can reduce micromanagement and unnecessary re-verification before it starts.
3. QA vs. QC – Two Completely Different Functions
In commercial construction, Quality Assurance (QA) and Quality Control (QC) are often confused—but they are not the same.
- QC (Quality Control) = Product-oriented → Did this specific task meet requirements? (Reactive)
- QA (Quality Assurance) = Process-oriented → Are we preventing defects from occurring? (Proactive)
- Industry Problem: Most third-party "QA" inspections are really redundant QC checks... verifying work after it’s done rather than ensuring it's done right the first time.
✔ The Right Approach: True QA focuses on process improvement—ensuring the right methods, training, and planning are in place before work begins.
4. The Skills Gap & Its Effect on Quality
The construction workforce is shrinking, and both trade skills and design expertise are declining. This leads to:
- Poorly Written Specs – Designers copy-paste specifications without truly understanding what they require.
- Declining Trade Knowledge – New workers often lack the hands-on expertise to execute work correctly the first time.
The Result? Miscommunication, unclear expectations, and avoidable defects.
✔ Solution: A well-designed Quality Management System (QMS) helps bridge this gap by ensuring:
- Clear quality standards
- Defined accountability structures
- Ongoing training that helps teams adapt to evolving challenges
5. Leverage Trade Partners’ Expertise
Trade partners are on the front lines, they see where failures happen and which processes create risk. Yet, their expertise is often ignored in quality planning.
✔ By engaging trade partners early, teams can:
- Identify high-risk areas before problems occur
- Apply lessons from past failures to improve processes
- Reduce repeat issues through knowledge-sharing
A collaborative approach ensures that quality isn’t just a top-down mandate, it’s built from real-world experience.
6. Quality Requires Accountability
Quality isn’t the responsibility of one person or department, it’s a teamwide commitment. The best quality systems clearly define roles and expectations, ensuring that:
✔ High-performing employees have clear objectives
✔ Trades understand their responsibility for completed work
✔ Quality isn’t an afterthought, it’s built into operations
Without accountability, quality processes fail before they start. Everyone must own their part in achieving project success.
Final Thoughts: Making Quality a Competitive Advantage
I don’t know any contractors who intentionally deliver poor-quality work, but I see many who struggle to implement an effective quality program.
The manufacturing industry has spent decades refining its processes, but they too fail when they try to apply a one-size-fits-all approach.
✔ The solution isn’t to change how contractors build, it’s to embed quality into the process they already use.
When quality is built into operations, companies can:
✔ Reduce rework and costly defects
✔ Strengthen client relationships through transparency
✔ Improve efficiency without excessive oversight
At Raben QMS, we help teams build real, practical quality systems that drive results.