Client Requirements Processing in Construction: A New Approach Using QFD

Abstract

This paper describes a new approach to the improved processing of clients' requirements in construction. It is designed to address the deficiencies in current briefing practices, as well as satisfy the requirements for requirements processing in concurrent life-cycle design and construction. This approach is based on a client requirements processing model (CRPM), which uses quality function deployment, a methodology used in manufacturing to encapsulate the “voice of the customer” in product development, and other techniques, in its functional mechanism. A brief review of the need for requirements processing and the deficiencies in current briefing practices that have necessitated the development of this approach is followed by a description of the quality function deployment methodology and the framework of the CRPM. A case study, using the requirements for a building project, is used to illustrate the practical implementation of the CRPM. The case study demonstrates further the benefits of the CRPM in providing a suitable framework for the effective processing of clients' requirements in the construction industry.