https://doi.org/10.24928/2023/0175

Assessing Quality Performance Outcomes & the Relationship With RFI and PCI Processes: A General Contractor Case Study

Elizabeth Gordon¹, Keila Rawlinson², Neha Dabhade³, Dean Reed⁴ & Charlie Dunn⁵

¹Quality Leader, DPR Construction, San Francisco, CA 94111, USA, [email protected], orcid.org/0000- 0001-8165-0459
²Business Analyst, DPR Construction, Denver, CO 80112, USA, [email protected], orcid.org/0000-0001-9718- 5483
³Project Engineer, vConsruct Private Limited, Pune, MH 411028, India, [email protected], orcid.org/0000- 0002-6453-6096
⁴Owner and Consultant, Capability-Building, Santa Cruz, CA USA, [email protected], orcid.org/0000-0002- 2916-8558
⁵Product Design Leader, DPR Construction, Charlotte, NC 28217, USA, [email protected], orcid.org/0000- 0002-3093-7203

Abstract

This paper is the third in the series, taking a cross-discipline view of project performance to investigate and understand the potential correlation between system inputs and outputs. In the 2021 paper “The Impact of Implementing a System Approach to Quality: A General Contractor Case Study,” the authors compared project performance outcomes and team cultural assessments for 11 projects that had implemented a Systems Approach to Quality (SAQ), the Intervention group, against a similar set of projects that had implemented a compliance-based approach to quality, the Control group. This paper continues to investigate the project performance outputs for these two groups and specifically looks at the Request for Information (RFI) and Potential Change Item (PCI) workflows. This case study considers if RFI and PCI metrics can be used to determine if better quality design contributed to better performance outcomes. Then it considers how RFI and PCI processes relate to SAQ implementation. The authors’ findings suggest that applying SAQ resulted in project teams documenting RFIs sooner in the project lifecycle and experiencing faster closure rates compared to the Control group.

Keywords

Systems Approach to Quality (SAQ), Request for Information (RFI), Potential Change Item (PCI), Change Order (CO), design quality, performance outcomes

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Reference

Gordon, E. , Rawlinson, K. , Dabhade, N. , Reed, D. & Dunn, C. 2023. Assessing Quality Performance Outcomes & the Relationship With RFI and PCI Processes: A General Contractor Case Study, Proceedings of the 31st Annual Conference of the International Group for Lean Construction (IGLC31) , 412-422. doi.org/10.24928/2023/0175

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