Quality and Operations Management System - Literature review Example

Quality and Operations Management System Client Inserts His/her Name Client Inserts Grade Course Client Inserts Tutor’s Name 08/05/2012 Abstract The document enlists three quality management prospects that an organization should put in place to ensure its achievement of the set goals and objectives. The Three quality management systems discussed include Occupation health and safety Management Systems, Environmental Management Systems and Quality management systems ISO 9001:2008. It also includes all measures that are required to ensure these systems are achieved and maintained effectively. Table of Content Quality and Operations Management System 1 Abstract 2 Introduction 5 1.1: Quality policy statement 5 1.2: Hilton hotel Stakeholders 6 1.3: Inputs and outputs to ensure satisfaction. 7 1.4: Performance parameters (Barnard Construction Company 2012): 8 1.5: Key components used to implement Continuous Improvement Program. 8 2:1: Legislations applicable to mining operations. 10 2.2: The stakeholders of Rio Tinto Mining Company (Rio Tinto Company 2012): 11 2.3: Rio Tinto Processes 12 2.4: Environmental aspects of the Rio Pinto Company 13 2.5: Environmental impacts 14 2.6: Objectives relating to the environmental aspects. 15 2.7: Environmental objectives target. 16 2.8: Environmental actions 17 2.9: Measures of environmental actions 18 3.1: Legal legislations applicable to construction companies 19 3.2: Risks in Barnard Construction Company 21 3.3: Risk assessment chart 23 3.4: Risk actions (Tasmania Department of Justice n.d) 24 Conclusion 25 List of References 27 Abstract 2 Introduction 4 1.1: Quality policy statement 4 1.2: Hilton hotel Stakeholders 4 1.3: Inputs and outputs to ensure satisfaction. 6 1.4: Performance parameters (Barnard Construction Company 2012): 6 1.5: Key components used to implement Continuous Improvement Program. 7 2:1: Legislations applicable to mining operations. 8 2.2: The stakeholders of Rio Tinto Mining Company (Rio Tinto Company 2012): 9 2.3: Rio Tinto Processes 10 2.4: Environmental aspects of the Rio Pinto Company 11 2.5: Environmental impacts 12 2.6: Objectives relating to the environmental aspects. 13 2.7: Environmental objectives target. 14 2.8: Environmental actions 15 2.9: Measures of environmental actions 16 3.1: Legal legislations applicable to construction companies 17 3.2: Risks in Barnard Construction Company 18 3.3: Risk assessment chart 20 3.4: Risk actions (Tasmania Department of Justice n.d) 21 Conclusion 22 List of References 23 Introduction 1.1: Quality policy statement According to Singhal (2009), ISO 900:2008 expects a quality policy of an organization should be focused to ensure it servers appropriately its needs to the customers. The following quality policy statement will be used in Hilton Hotel: Hilton Hotel is committed to consistently provide products and services that are sufficient to meet or equally exceed the needs and expectations of our customers always. We will continually pursue quality improvement of our products and services to satisfy needs of our customers better, through programs that enable each employee to do their job right the first time. As Hilton Hotel community we will comply with the ISO 9001: 2008 to ensure the maintenance of the quality of product and service, through monitoring evaluation and continuous reviews at every point. The Quality policy statement will seek to fulfil the following set of requirements provided in clause 5.3 of ISO 900:2008 i) It will carter for the sole purpose of Hilton Hotel ii) It will comply with the organization requirement and continually improve the effectiveness of the policy. iii) It will aim at providing a framework for establishing and reviewing the quality objectives of Hilton Hotel. iv) The policy statement will be communicated and a plan made to ensure it is understood within the organization. v) The policy will be consistently reviewed for suitability. 1.2: Hilton hotel Stakeholders As Hilton Worldwide (2011) suggest, stakeholders are specific people who are overall interested in the general output relating to services and products of Hilton Hotel. The stakeholders of Hilton Hotel include: i. Shareholders ii. Employees iii. Government agencies iv. Suppliers v. Customers The stakeholders needs include: i. Shareholders- require profit from the organization. ii. Employees- They requires trust from the management. iii. Client- they need effective service delivery from Hilton Hotel. iv. Government agencies- They will require fulfil all legislation issue by hotel. v. Suppliers- they will need their tender to be renewed. Hilton Hotel will seek to fulfil through the following processes: i. The management will seek to ensure profit is attained at the end of the trading year, so at to provide profit on shares. ii. The management will be required to provide trust, by giving employees adequate time to carry out their duties. iii. The Hilton Hotel will seek to assess customers’ needs effectively and provide products and services that match customers’ needs. iv. The Hotel will follow all the bureaucratic procedures required by law in terms of service and operation. v. The Hotel will provide a guarantee of service renewal, to suppliers whose products match customers’ needs effectively. 1.3: Inputs and outputs to ensure satisfaction. Inputs Outputs I) Seek to understand customers need by use of questionnaire, survey etc. I)Increase the number of employees ii) Train employees on effective customer relations. ii)Produce products and services that match customers’ needs iii) Take time to analyze the specific needs of the customers in relation to products. iii) Come up with a list or menus that clearly illustrate the products of the organization. iv) The hotel will seek to prepare better products and services that meet customers’ needs Iv) Provide additional after sale services to employees. v) Ensure that each customer is served at a time, to analyze need v) Provide fast and accurate services to employees. vi) Invest in employees’ remuneration. vii) Ensure that each product is properly inspected. viii) Use the standard ISO 9001:2008, for service products requirement. ix) Carry out studies of new and old customers, to help monitor progress x) Carry out inter- hotel training to ensure that all best practices have been brought to the hotel. 1.4: Performance parameters (Barnard Construction Company 2012): I): Accuracy- it is how exact and correct a service or product can be. It will be attained through consistent training of staff; this will be done through specialization of employees on line of duty. ii. Reliability- It entails how customers can trust the service provided by a particular organization. Hilton Hotel will ensure that they have a variety of products that customers can be able to recommend services s reliable, since every need of a client will be fulfilled. iii. Availability- the state of products being available in the organization. The Hotel will ensure that they have all the products that meet the customers’ needs effectively. By purchasing more products than the ones needed. iv. Timely- It will ensure that goods are delivered in time. It will be attained through training and increasing the number of employees too much number of customers. V. Precision- The way goods and services are clear and exact. The organization will seek to fulfil this by clearly labelling the products and services to ensure, an item request by a client is directly linked to that particular client. 1.5: Key components used to implement Continuous Improvement Program. The following elements will be used to ensure effective improvement of program; (Barnard Construction Company 2012): i) Staff to provide consistent information on service delivery. This information will entail staff to give their own view of satisfaction. This information shall relate to the products and services. For example how the customers respond when they utilized the products that were delivered to them. Also the information will include any service that is not available but is required by customers. This will be important to ensure that all aspects of customers’ satisfaction are put in place. ii) Customers feedback This information will be collected through the use of questionnaire and surveys that will be conducted in the hotel. The information will seek to identify the type of customer, age, gender, how often they visit and a rating of the services of the organization. It will be consistently carried out after a given period of time. The use of suggestion box will be important to also get the view of the customers. The information acquired will be important to ensure that services designed meet the clients’ needs in relation to their age, gender or specific need. iii) Consistent staff training It will involve the training of staff in all their areas of specialization to ensure they understand all the processes, steps and procedures that are available in their area. The training will entail equipping the staff with competent knowledge regarding to new and current ways of service. The information acquired from the training will be important to ensure the staff are competent in service and are able to relate appropriately with the client. iv) Evaluation of products and services The management will seek to review the products and service to rate the effectiveness in need with the customer needs. The evaluation will be determined by rating the products and services in relation to the customer’s needs. The evaluation will be critically examined and the management makes appropriate decisions. This will ensure that all ineffective services are scrapped off. v) Stakeholders regular meeting This meeting will look into the welfare of staff at the same time seek to review all working conditions. It will also be intended to give a view of how the services proposed by the employees and customers can be introduced, for the well being of the community. The meeting can be held on a regular basis of at least 6 months. 2:1: Legislations applicable to mining operations. ISO 14001: 2004 defines policies and objectives that an organization should put in place. ISO 14001 Requirement: 4.1 It outlines that all organizations should continually establish and implement environment management system and ensure they adhere to set requirements. Therefore mining companies are requires to clearly document and continually improve policies. ISO 14001 Requirement: 4.2 Environmental Policy It sites that all organizations including mining companies must be committed to ensure that they meet legal requirements, stop polluting the environment and continual improvement of the requirements. ISO 14001 Requirement: 4.3.1Environmental Aspects It draws the mining organization significant impact on to the environment and provides possible ways of controlling them. ISO 14001: Requirement: 4:3.2 Legal and other Requirements Aims at identifying ways that an organization can ensure its legal obligations is fulfilled and clearly understood by employees and others related parties. ISO 14001 Requirement: 4.3.3 Objectives, Targets and Programs It seeks to ensure that all the set objectives and goals effectively match the stated policy of the mining organization. The organization will have to take into account; law pertaining to their operation, target groups, technology activities and issues that relate to their monetary policy clearly covered in their goals. ISO 14001 Requirement: 4.4.1 Structure and Responsibility It requires to take into account all the issue that concern the mining management in relation to number of workers and needs, monetary policy of the organization, and the roles that define the structure of the mining organization. ISO 14001 Requirement: 4.4.2 Competence, Training and Awareness The mining organization will need to take into account the effective provision of education; skills concerned with mining and ensure they are competent in the mining operation. All procedures taken should follow all the requirements of competence, training and awareness. 2.2: The stakeholders of Rio Tinto Mining Company (Rio Tinto Company 2012): 1) Suppliers They are to be given contract on the supply of items. They will need payment for all the goods they deliver. 2) Shareholders Receiving an interest on share they committed to the company. They are also entitled to receiving a financial report of the company. Require involvement in decision making process. 3) Customers They should receive products of the company that include copper, aluminium, silver among other minerals. They are entitled to satisfactory service from the company. 4) Employees Employees will need wages to facilitate their daily needs. They will need medical bill covered. They will need trust from the management when providing service. 5) Communities surrounding Rio Tinto mines They would require job opportunities from. A friendly atmosphere provided to ensure proper coexistence. Safety of their homes guaranteed from damages. 2.3: Rio Tinto Processes 1) Diamonds and minerals. It entails all the process that concentrate in mining minerals, setting market strategies and refining all the products achieved through mining. The Diamonds and minerals involve: Mining - It is the main process the company involves itself, and it is done every day to ensure clients get products such as diamond, titanium, iron which is pure, metal and metal powders. Refining - It involves all the processes involved in making the mined materials finer and ensure they are ready to be used. Products include television, wedding rings, house paints among a variety of materials. 2) Technology and innovations- it is done by a group of professional competent with the needs of the company. It includes: Strategic production planning- This entails all the measures that have been put in place to facilitate effective production in the mines. It involves a detailed of steps require to make the whole process effective. Asset management- It involves taking into account all the necessary steps that will ensure the products of the company are managed accordingly. 3) Exploration-The process involves establishing the mining points, and only mining cost effective minerals. The exploration process entail: Greenfield exploration- It is aimed at creating new business processes to create more links in the field. Brownfield explorations- It is aimed at keeping existing businesses allied to the Rio Tinto company. 4) Project Updates-The Rio Pinto Company aims at finding where minerals are located. The project updates will seek to support all those who reside mines. Benga-It is established in Mozambique, it is aimed at producing coal from the country. The Mozambique Coast is evenly renovated and a coastal terminal built, to facilitate the transfer of coal. Oyu Tolgoi-It is a Rio Pinto project that is found in Mongolia to facilitate the mining of minerals such as copper and gold mine. 5) Energy The company aims at producing energy that will be used in electricity production and used in the processing of steel. This is done through production of Thermal Coal-That generates electricity. Uranium- Is used in the production of nuclear power. 2.4: Environmental aspects of the Rio Pinto Company a) Diamond and mineral. It involves the process of mining and the actual extraction of materials from the ground, and brings the following environmental aspects. 1. It releases dust into the air 2. Noise resulting from machines 3. Throwing of waste products on the ground 4. Making holes on the ground 5. Removal of the fertile top soil b) Energy production It entails the processes that are used to produce energy in Rio Tinto Company 1) Making of steel wastes a lot of power 2) Uranium can explode causing noise pollution 3) Removal of coal from the ground results in holes that weaken the ground 4) Thermal electricity might be produced leading to a lot of heat that might harm the community 5) Titanium dioxide pollutes the environment 2.5: Environmental impacts a) Diamond and Minerals processes. I) Dust released into the environmental may end up causing diseases such as influenza among the surrounding communities. ii) Noise from mining might result to people blockage of the ear resulting to dampness among the surrounding community and other serious ear damages. iii) Throwing of waste materials on the ground results to pollution of both air and soil pollution. Iv) Drilling of holes in to the ground results to environmental degradation and makes it dangerous for people in the community. v) Wasteful ground left after mining, removes fertile soil from the ground and results to depletion of natural resources making the soil infertile. b) Energy production I. Excess power produced through making of steel, might result to power outrages causing breakdown in businesses. iii. Explosive uranium might cause blasts that result to noise that can cause ear damage to employees and even people surrounding the mine. iv. Weakening the ground when mining coal, makes the ground prone to landslides and earthquakes that might result to deaths. v. Thermal electricity results in generation of a lot of heat, might lead to environmental pollution and even climate change in the area. vi. Titanium dioxide pollutes the air and may lead to climate change when too much of it is released in the air. 2.6: Objectives relating to the environmental aspects. a) To ensure that dust released into the air is carefully monitored and treated to ensure it is not dangerous to the community surrounding Rio Tinto mining sites. b) To come up with effective policies and strategies that will ensure noise generated by machines is minimized through whatever means, to ensure it does not irritate or cause harm to the surrounding communities. c) To ensure that all the waste products produced during the mining process are collected, treated and placed where they will not harm the surrounding communities or employees of Rio Pinto. d) The Rio Tinto management in charge of mining will ensure that all holes formed during mining processes are sealed, and correct measures taken to ensure they d not harm, injure, or cause deaths. e) The company will take into place all the procedures required to restore fertile soil, or make the grounds productive after top soil has been removed through mining. f) The organization will ensure that no electricity is wasted through steel production; any excess power will be harnessed and renewed for productive services. g)All steps shall be put in place to ensure that generated uranium is collected under continuous care of experts, to prevent any leakage that might form explosives and blasts. h) Mining of coal shall be done with great care to ensure that holes have been filled after the process, and the area is appropriately demarcated during the mining process to avoid injuries and death. I) The Company will ensure that any excess heat produced during generation and production of thermal electricity will be harnessed, renewed and conserved to ensure that it is not released into the air to cause damages. j) Strict measures put in place to ensure that titanium oxide released into the air after carefully treatment and proved as harmless by chemical experts. 2.7: Environmental objectives target. a) Air that is clean and pure at all times for employees and surrounding communities of Rio Tinto Company. b) Environment remains calm and noise is minimized to ensure safety of communities, employees, visitors and all those near mining points. c) The environment remains clean and clear of pollution for community, employee, management and everyone at or near mining places. d) Injuries are minimized, death avoided and harm is reduced among employees, partners, surrounding communities and everyone at the mine. e) The mining grounds remain level, holes filled for safety of customers and community at large. f) Curb excess electricity and power from getting wasted or harming people within or outside the mining areas in relation to the Environmental act. g) Avoid blasts and explosives caused by careless handling of explosives. h) Soil left behind can support agriculture and productive land processes. I) Excess heat curbed to reduce wastage and danger to the environment in mines. j) The environment remains free of harmful products such as gases. 2.8: Environmental actions I) –Collect excessive dust in plants -Use water to dilute the dust from the air. ii) – Use protective covering for noisy machines Use efficient machines that produce less noise iii) - Uranium production done in secluded and enclosed plants. Uranium extraction to be done with accompanying neutralizing agents to minimize explosion iv)-Use of machines that drill smaller holes but maximize production Carefully selection of mining points to avoid drilling many holes. v) - Filling mining holes with soil that has been removed from the holes and add manure to make productive. - Plant high nitrogen content crops in mine areas to ensure soil fertility is restored. vi) - Form excess power collection plants, for renewal purposes Run many services that require electricity concurrently to minimize power wastage. vii) - Design pits for storing mining waste materials Recycle waste materials at the mining plant for re-use viii) - Coal mining uses technology that allow easy mining of coal without digging caves Plant trees and plants that can restore firmness in areas with huge holes due to coal mining. ix) - Come up with heat cooling plants that ensure no heat is released in the atmosphere. Use water called water points to minimize excess heat into the atmosphere. Excessive heat collected and renewed to be used in generation of power to be used in mines. x) - Chemical plants to allow reaction of excess titanium dioxide to produce oxygen gas that is not harmful. -Come up with plants that will renew excess titanium dioxide gas to be use in the company mining process. 2.9: Measures of environmental actions I. The serviceability of the environmental action- this will be the rate of the action to be able to be subjected to updates, changes and review to ensure it functions appropriately. Therefore the action should make it easy for re-engineering, redesign and even repair to enhance effectiveness to the employees, communities and management. ii. Perception of the action- This will be considered as the views the communities, employees, contractors and stakeholders, rating the action as appropriate in delivering results for which it was destined to give. This is the real output of the environmental action to match with the needs of the individuals in the institution effectively. iii. Conformance of the action- Conformance will attempt to explain the aspect of environmental action operating appropriately as defined in its specification. It will seek to know if it entails all the requirements that it was designed to have and if its services can be continuously relied upon. iv. Reliability of the action- It will identify if the environmental action is able to perform according to its specified limits. These limits will set the boundaries for achievement and failure of any given environmental action. v. Performance rate of the action – it will seek to identify if the environmental actions are able to achieve the specific purpose for which they will be intended to achieve. Any action that will not seek to fulfil the purpose for which it is intended will be reviewed and designed appropriately. 3.1: Legal legislations applicable to construction companies A safety management plan according 4801:2001 it is a collection of rules and standards that define how the main contractor will seek to address issues relating to health management and how safe; people in a mine are. Includes: i. Workplace healthy and safety Act It outlines clearly how an organization will seek to apply the overall safety and health of individuals in the construction company. The policy should clearly state how the organization complies with all the legislative aspect that ensures safety of all employees is always a priority. ii. Workers rehabilitation and injury management Act The act states that the rehabilitation policy should be stated clearly when the company has 20 or more staff. It clearly states the roles and responsibility of every individual within the contracting company. It is a statement that provides for workers to always report incidences relating to injury. iii. Legal Requirements Act It states that the contractor must take into account all measures to ensure that health and safety of employee is guaranteed, and is further advised by the act to always posses the relevant documents related to the Legal Act, standards, ethics, code of practice and regulation framework. Consistent updating of the contents of the organization Legal Act is also a requirement. iv. Safe systems of work Act The Act defines clearly the role of the contractor in the effective provision and sustenance of safe working systems in a clear and practical way to the employees. It calls for the contractor to take into place all the necessary legal procedures to reduce risks, work protective gears, stop hazards through replacement, management or any adequate engineering method. v. Duty of Care It is a legal requirement to all contractors to make real the provision of duty of care. The Act seeks to outline clearly chances of injury, extend of injury, methods of minimizing or eradicating injury and ways to be used to prevent the injury. Duty of Care is the main legislation requirement that needs construction sites to come up with appropriate procedures to ensure health of individuals is a preference. vi. Roles and Responsibility Act The plan will seek to identify all the parties in a construction site that are responsible to facilitate the continual review and operation of the Workplace Health and Safety act. It will define their duties and powers in relation to implementing the plan. The concerned people will need to clearly identified and give reports of how the operations of the organization are in-line with legislation. 3.2: Risks in Barnard Construction Company According to AS/NZS 4801: The following risks are stated a) Injury- this could be severe and serious injuries that might cause loss of lives and property among individual or leave them confined in hospital with permanent damages. b) Death- it might result due to serious injuries sustained by an individual working in a particular plant. c) Damage to property- burst result to throwing of things in the air including stones and metals that result to loss of lives. d) Prolonged or severe electric shocks- they might attack a person and lead to death or loss of lives at a particular point. e) High Noise Levels- some machines emit a lot of noise that result to ear blockage or serious ear damage. f) Illness- Illness may result due to exposure to too much heat or the subjection towards dangerous gas that might be harmful to an individual resulting to sickness. g) Uncontrolled escape of dangerous oil, gas or water .The water can be too hot and gas dangerous when inhaled leading to loss of lives and injury. h) Accidents that include explosion of gas or explosives- it might result to a burst that might in turn lead to the loss of lives and property in a construction site. I) Serious Fire- this include fire that spreads so easily underground, and very fast that cannot be controlled and will only need the intervention of fire fighters at the incident. j) Discharge of gas or dust- That might result after a machine malfunction or wastes of a particular process which is dangerous to human lives. 3.3: Risk assessment chart (Adopted from Guidelines for safety standard, Tasmania Department of Justice) RISK ASSESSMENT CHART BARNARD CONTSTRUCION COMPANY PROJECT:CONSTRUCTION OF OIL DEPORT RISK ASSESSMENT : BY JAMES DATE: 7TH MAY,2012 RESPONSIBLE OFFICER: AARON TASK/ACTIVITY HARZARDS CLASS OF RISK CONTROL MEASURES RESPONSIBLE PERSON/S CONTROL REVIEW Working in a gas plant Explosion of gas High Always maintain gas plant Manager in charge of gas plant 6 months Working in underground machines Fire Medium Ensure underground plants are cooled Employees at the plant 1 month Installation of electrical appliances Severe electrical shock Low Use protective gears in electrical plants Electrician in charge 2 months Working in a welding machine Discharge of gas and dusts Medium Always way protective clothing and mask Welder in charge 6 months Working in oil supply pipeline Leakage of hot oil Medium Ensure maintenance of the oil plant always Manager and employees of the pipeline 4 months Gas supply plant Illness due to discharge of dangerous gas Low Wear protective clothing that ensure you are covered Gas plant employees and manager in charge 3 months Pressure maintenance machine Burst resulting to loss of lives High Pressure maintenance belts maintained Mechanical engineers in charge of the pressure maintenance 1 month Heat supplying machine Faults result to minor injury to employees Low Always ensure cooling plant is maintained Employees in charge of the cooling plant 4 months Welding machines and drills High noise levels Low Use protective clothing always Employees and manager in charge of welding plants 6 months High voltage electricity supply systems Faults result to death High Ensure all electricity display is put under thorough monitoring systems and continuous review Electrician in charge and employees 1 month 3.4: Risk actions (Tasmania Department of Justice n.d) I. – Provide protective gear to all employees to minimize injuries -Train employees on ways to avoid risks. ii. –Regular repair and re-construction of plants to avoid death. - Daily assessment in every plant to ensure death causing risks are minimized and if possible avoided. iii. Damage to property minimized by covering construction sites. -Continuous monitoring and reviewing explosives risky plants to avoid explosion. iv. - Electrical appliances are safe to work with to avoid severe electric shock. - Control of electricity plants to minimize severe electric shocks. v. Protective ear gears provided to ensure safety in high noise levels. -Machines that minimize noise to be acquired and used. vi. Illness detected treated at the companies hospital. -Continuous review and eradication of illness causing activities in the plants. vii. Tap any excess gas or water from spilling into the air - Chemical plant to ensure gas or water released in air is treated and is safe. viii. Proper maintenance of gas belts by trained experts to minimize explosions -Ensure gas maintenance systems are always under control and are constantly repaired ix. Always include horse reel and extinguishers in the plant in cases of fire. Assess and implement ways that might lead to fire risks being eliminated. x. Ensure dust released into the air is neutralized with waster to minimize pollution -Ensure gas released in the air is properly treated. Conclusion Quality management systems are effective to facilitate the provision of adequate service to all. The organization should set effective management systems to ensure that its goals are adequately achieved and it meets the specific needs designed for its particular client. Quality Management systems ISO 9001:2008 ensures the quality of products and services in organizations especially Hotels, in the example provided Hilton Hotel has been used. Environmental management systems ISO 14001:2004 is a standards that offers a number of requirements and individual specification for a company to meet its environmental management systems set standards. Rio Tinto mining system has been used in relation to the standard. Occupation Health and Safety Management systems have been put in place to ensure necessary steps are taken to ensure safety (Environmental Management Systems 2005). List of References Barnard Construction Company, 2012.Who we are. Available at:[Accessed 8 May 2012]. Environmental Management Systems, 2005.Summary of Requirements for ISO 14001:2004 [pdf] Available at: [Accessed 7 May 2012]. Hilton Worldwide, 2011.Hilton Hotel family of hotels [pdf] Available at: [Accessed 7 May 2012]. Rio Tinto Company, 2012.Our products Available at: [Accessed 8 May 2012]. Singhal, K.R. (ed.), 2009. Quality Concepts and ISO 9001:2008.QMS Awareness.blogspot.com blog [blog] 16 August Available at:[7 may 2012]. Tasmania Department of Justice. (n.d). Guideline for Safety Management Plans for the Construction Industry [pdf] Available at: [Accessed 7 May 2012]. Read More