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Nigel Ostime of Hawkins\Brown Architects and chair of the RIBA Client Liaison Group, says that without measuring feedback, architects can’t improve
M
anufacturers ask for feedback as a matter of routine and use it to improve their products in
the next model, but the construction industry seldom does this. With few exceptions, each project is treated in isolation, and lessons are rarely passed on from one to the next.
Feedback is at the heart of Quality Assurance and stimulates continuous improvement. QA started in manufacturing and came to construction in the 1990s. Architects however, often see it as a distraction in construction. There is good reason to believe this differing view of the benefit of feedback is a factor in determining productivity, which has nearly doubled in manufacturing over the last 25 years but actually dipped in construction in the same period. In construction there are two matters that
we need to start measuring: one is the performance of the buildings we design and the other is the value, and consequent levels of satisfaction we provide in the professional services we deliver. Measuring buildings is generally termed ‘Post Occupancy Evaluation’ (POE) and while it doesn’t happen enough, the principles are well known. When buildings are measured, an energy-use performance gap is often revealed between the as- specified design and the as-built condition. This is in part to do with how the building is used by the occupiers and points towards a need for better handover on completion. Soft Landings is a method designed to resolve this problem, and its use is becoming more common place, particularly when the client is the end-user.
Seeking feedback on the service delivered by professionals is still uncommon.
Feedback is at the heart of Quality Assurance and stimulates continuous improvement. QA started in manufacturing and came to construction in the 1990s – architects however often see it as a distraction in construction
A survey of client experiences initiated by the RIBA Client Liaison Group (CLG), found that client satisfaction is higher when the client is given the opportunity to provide feedback.
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ADF AUGUST 2018
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