Control Program Of Construction Cost Consulting Enterprise’s Service Quality

With the establishment and perfection of the socialism market economy system，construction cost consultation industry has become an indispensable intermediary industry inChina’s service market after having developed for more than ten years. Meanwhile, as thegrowth of the consultation business and expansion of the consultation organization scale,there are some problems exposed gradually. Construction cost consulting enterpriseestablished inner quality management system in order to improve its service quality, forexample, ISO is guided. But the rule-breaking operation and the phenomenon of departurefrom consulting results to reality happened occasionally, which not only lead to investmentloss to client and brought down the performance of the project, but also damaged theimpression of the construction cost consulting enterprise. Thus, the problem of service qualityhas been a hotspot in industry.The research established the control program model of service quality with constructioncost consulting enterprise’s service quality for research object based on the systemic qualitymanagement theory of criteria for performance excellence, at the same time, which offeredthe control standard and method from the microcosmic perspective of service quality control.The research aimed at providing the reference for such company to enhance its quality andregulate construction cost consultation market.Firstly, the excellent performance criteria have been used widely in the qualitymanagement with its systematic and comprehensive view. Considering the characteristic ofconstruction cost consulting enterprise, the criteria’s impact pathway named value-creationprocess, performance measurement, result of production and service, was lead up in theresearch to design the model of program from the control view.Secondly, the research designed the criterion layer, data layer, and operational layer inthe control program model with the methodology of KQI development and the tool of WBS,which was beneficial to obtain the control standard, key control points including as well astheir indexes scientifically. In addition, the research has conducted integrated research methodconsisted of questionnaire survey and single case analysis to validate the hypothesis model tomake sure the model’s robustness.Finally, the research compared the result of research from the questionnaire surveyresearch and single case analysis, and then it restarted to detail the control standard andmethod. Followed by the comparison, the research gained the control program for the servicequality of construction cost consulting enterprise. Furthermore, the research marked thereasonable advice for the company to promote service level.