Service operations management: case studies of architectural firms' commitment to quality assurance

The field of architecture, as with many professional service‐oriented industries, is strongly influenced by the current recession and is experiencing cutthroat competition at all levels. Quality assurance measures were investigated within the architecture industry in two firms. There are many ways that an architecture firm can establish a quality management program, such as the American Institute of Architects' recommended RISMI (review, identify, standardise#47;stabilise, measure, and improve) feedback cycle to create a self‐improving quality. It was found that both firms can increase efficiencies, reduce redundancies, and eliminate unnecessary costs from errors and mistakes. From a positive perspective, the current economic downturn has forced many service firms to self‐evaluate their quality assurance programs and provided them the opportunity for self‐correction in light of the new realities of the business environment.