Support consistent construction quality
Yes

Construction quality management program guide

Every construction project benefits from an effective quality control (QC) approach to support consistent work and reduce the potential for defects, rework, delays and safety issues. This guide outlines key principles, processes and controls that support consistent construction quality. It is intended as a framework for developing project-specific quality practices, not a rigid or prescriptive procedure.

Management should establish and communicate a clear quality policy that reflects commitment to:

  • Meeting contract requirements and applicable codes
  • Preventing defects and rework
  • Delivering durable and functional construction

 

Core quality plan components

A project quality plan should define how quality will be achieved, including:

Key control activities

Inspection expectations

 

Documentation requirements

Roles and responsibilities

 

Explore our guide below to learn more on several related topics.

 

Roles and responsibilities

To improve accountability, responsibilities should be clearly defined. Typical roles may include:

  • Management: Provide oversight, resources, and enforcement of quality expectations
  • Project Team / Quality Control Manager: Implement the quality plan and coordinate inspections
  • Supervisors / Foremen: Monitor daily work, conduct inspections, and stop work when needed
  • Workers: Perform work in accordance with approved methods and report issues

Clear communication should reinforce that:

  • Work should stop if required surface preparation or environmental conditions are not acceptable
  • Only qualified personnel perform assigned tasks
  • All nonconforming work must be reported, corrected and analyzed to help prevent a recurrence  

Why this is important

Clear leadership and accountability help project teams clarify roles, decision-making authority and quality expectations before work begins.

Risk-based quality planning

Not all construction activities carry the same level of risk. Quality efforts should be scaled based on complexity and potential impact.

Consider emphasizing additional controls for:

  • Building envelope systems
  • Structural elements
  • Waterproofing and moisture-sensitive assemblies
  • Mechanical, electrical, and plumbing systems

For higher-risk work, consider:

  • Designating a Quality Control / Quality Assurance Manager 
  • More detailed inspection 
  • Increased documentation (photos, checklists)
  • Verification of installer qualifications

Why this is important

A risk-based quality approach directs added attention and resources on construction activities with the greatest potential impact on project performance.

Pre-construction planning and readiness

Effective quality begins before installation.

Pre-installation planning 

Prior to starting work, teams should consider:

  • Reviewing drawings, specifications, and manufacturer requirements
  • Confirming compatibility between systems and trades
  • Verifying submittal approvals
  • Identifying environmental or site constraints

Readiness verification

Before work begins:

  • Approved materials and equipment should be available
  • Installation instructions should be accessible
  • Work by preceding trades should be verified as acceptable
  • Site and environmental conditions should be suitable

Why this is important

Pre-construction planning and readiness checks allow teams to confirm requirements, coordination needs, materials and site conditions before installation begins.

Material selection and control

Material quality directly impacts performance.

Guidance includes:

  • Verify materials meet applicable building codes and project bid specifications
  • Confirm compatibility with adjacent materials and systems
  • Evaluate performance characteristics and limitations
  • Inspect materials upon delivery before acceptance
  • Store materials in accordance with manufacturer recommendations

A record of approved materials should be maintained.

Why this is important

Effective material selection and control support compatibility, code/spec compliance and proper handling throughout the project.

Workforce competency and craftsmanship

Quality depends on skilled and informed personnel.

Recommended practices:

  • Assign work to individuals trained and qualified for the task
  • Verify trade contractor capability based on experience and performance
  • Communicate expectations for workmanship and quality standards
  • Provide access to manufacturer installation instructions

Supervision should include ongoing review of work and corrective guidance when needed.

Why this is important

Workforce competency and craftsmanship promote consistent installation practices and reduce quality variation across crews and trades.

Inspection and variation

Inspections are essential to confirm that materials and work meet requirements.

Inspection approach 

Projects should consider structuring inspections into three stages:

1. Readiness (Pre-work)

  • Confirm submittal approvals
  • Verify acceptable conditions for installation
  • Ensure correct materials and documentation are available

2. In-process (During work)

  • Verify installation methods follow requirements
  • Check use of proper tools, equipment, and techniques
  • Identify and address issues early

3. Completion (Post-work)

  • Confirm work meets contract requirements
  • Record measurements where applicable
  • Document final condition prior to concealment

Inspection planning

Where appropriate, projects may benefit from:

  • Developing simple inspection checklists or plans tailored to the work
  • Identifying key stages where work should not proceed without verification (e.g., prior to enclosure)

Why this is important

Structured inspection and verification help confirm work is ready, performed as required and documented before the next stage begins.

Nonconformance management

Nonconforming work should be addressed promptly and consistently.

General process 

  • Identify: Recognize work or materials that do not meet requirements
  • Document: Record the issue, including location and condition
  • Evaluate: Determine appropriate corrective action
  • Correct: Repair, replace, or otherwise resolve the issue
  • Verify: Confirm corrective action is complete

Tracking recurring issues may help identify underlying causes and opportunities for improvement.

Why this is important

A consistent nonconformance process enables teams to document, correct and verify issues before work progresses.

Documentation and recordkeeping

Documentation supports quality verification and provides protection in the event of claims.

Typical records may include:

  • Approved materials and submittals
  • Inspection results (readiness, in-process, completion)
  • Nonconformance reports and resolutions
  • Worker training or qualifications (as applicable)
  • Trade contractor approvals
  • Change orders
  • Photographs or videos of critical installations

Projects should consider:

  • Maintaining consistent file organization
  • Including key details (date, location, scope of work)
  • Retaining records in accordance with applicable requirements

Why this is important

Complete and organized records help preserve quality-related decisions, inspections, approvals and corrective actions over the life of the project.

Continuous improvement

Quality programs should evolve over time.

Recommended practices:

  • Review project outcomes and identify recurring issues
  • Evaluate effectiveness of inspections and controls
  • Incorporate lessons learned into future projects

Why this is important

Continuous improvement encourages teams to apply lessons learned and strengthen quality practices across future projects.

Appendix A - Common construction defect claims

The following are commonly observed construction defect issues that quality control programs aim to prevent:

Building envelope

  • Water intrusion through roofs, walls, windows, or foundations
  • Improper flashing or sealing
  • Air leakage and moisture intrusion

Structural

  • Foundation settlement due to inadequate soil preparation
  • Cracking or movement from improper design or installation
  • Improperly installed structural components

Moisture and waterproofing

  • Inadequate waterproofing systems
  • Mold or mildew resulting from moisture intrusion
  • Improper drainage or grading

Mechanical, electrical, plumbing (MEP)

  • Leaking plumbing systems or failed fittings
  • Improper HVAC installation or performance issues
  • Electrical system defects or code violations

Materials and installation

  • Use of incompatible materials
  • Improper installation methods
  • Failure to follow manufacturer requirements

General construction

  • Poor workmanship
  • Incomplete or inconsistent installations
  • Premature failure of building components

 

Conclusion

An effective quality control program relies on clear expectations, consistent execution, and active oversight. By aligning planning, inspection, and documentation practices with project risks, construction teams can improve outcomes and reduce the likelihood of defects and rework.

 

 

 

This material is provided for informational purposes only and does not provide any coverage or guarantee loss prevention. The examples in this material are provided as hypothetical and for illustration purposes only. The Hanover Insurance Company and its affiliates and subsidiaries (“The Hanover”) specifically disclaim any warranty or representation that acceptance of any recommendations contained herein will make any premises, operations or actions safe or in compliance with any law or regulation. By providing this information to you, The Hanover does not assume (and specifically disclaims) any duty, undertaking or responsibility to you.  The decision to accept or implement any recommendation(s) or advice contained in this material must be made by you.

©2026 The Hanover Insurance Group, Inc.  All Rights Reserved.

No

Construction quality management program guide

Every construction project benefits from an effective quality control (QC) approach to support consistent work and reduce the potential for defects, rework, delays and safety issues. This guide outlines key principles, processes and controls that support consistent construction quality. It is intended as a framework for developing project-specific quality practices, not a rigid or prescriptive procedure.

Management should establish and communicate a clear quality policy that reflects commitment to:

  • Meeting contract requirements and applicable codes
  • Preventing defects and rework
  • Delivering durable and functional construction

 

Core quality plan components

A project quality plan should define how quality will be achieved, including:

Key control activities

Inspection expectations

 

Documentation requirements

Roles and responsibilities

 

Explore our guide below to learn more on several related topics.

 

Roles and responsibilities

To improve accountability, responsibilities should be clearly defined. Typical roles may include:

  • Management: Provide oversight, resources, and enforcement of quality expectations
  • Project Team / Quality Control Manager: Implement the quality plan and coordinate inspections
  • Supervisors / Foremen: Monitor daily work, conduct inspections, and stop work when needed
  • Workers: Perform work in accordance with approved methods and report issues

Clear communication should reinforce that:

  • Work should stop if required surface preparation or environmental conditions are not acceptable
  • Only qualified personnel perform assigned tasks
  • All nonconforming work must be reported, corrected and analyzed to help prevent a recurrence  

Why this is important

Clear leadership and accountability help project teams clarify roles, decision-making authority and quality expectations before work begins.

Risk-based quality planning

Not all construction activities carry the same level of risk. Quality efforts should be scaled based on complexity and potential impact.

Consider emphasizing additional controls for:

  • Building envelope systems
  • Structural elements
  • Waterproofing and moisture-sensitive assemblies
  • Mechanical, electrical, and plumbing systems

For higher-risk work, consider:

  • Designating a Quality Control / Quality Assurance Manager 
  • More detailed inspection 
  • Increased documentation (photos, checklists)
  • Verification of installer qualifications

Why this is important

A risk-based quality approach directs added attention and resources on construction activities with the greatest potential impact on project performance.

Pre-construction planning and readiness

Effective quality begins before installation.

Pre-installation planning 

Prior to starting work, teams should consider:

  • Reviewing drawings, specifications, and manufacturer requirements
  • Confirming compatibility between systems and trades
  • Verifying submittal approvals
  • Identifying environmental or site constraints

Readiness verification

Before work begins:

  • Approved materials and equipment should be available
  • Installation instructions should be accessible
  • Work by preceding trades should be verified as acceptable
  • Site and environmental conditions should be suitable

Why this is important

Pre-construction planning and readiness checks allow teams to confirm requirements, coordination needs, materials and site conditions before installation begins.

Material selection and control

Material quality directly impacts performance.

Guidance includes:

  • Verify materials meet applicable building codes and project bid specifications
  • Confirm compatibility with adjacent materials and systems
  • Evaluate performance characteristics and limitations
  • Inspect materials upon delivery before acceptance
  • Store materials in accordance with manufacturer recommendations

A record of approved materials should be maintained.

Why this is important

Effective material selection and control support compatibility, code/spec compliance and proper handling throughout the project.

Workforce competency and craftsmanship

Quality depends on skilled and informed personnel.

Recommended practices:

  • Assign work to individuals trained and qualified for the task
  • Verify trade contractor capability based on experience and performance
  • Communicate expectations for workmanship and quality standards
  • Provide access to manufacturer installation instructions

Supervision should include ongoing review of work and corrective guidance when needed.

Why this is important

Workforce competency and craftsmanship promote consistent installation practices and reduce quality variation across crews and trades.

Inspection and variation

Inspections are essential to confirm that materials and work meet requirements.

Inspection approach 

Projects should consider structuring inspections into three stages:

1. Readiness (Pre-work)

  • Confirm submittal approvals
  • Verify acceptable conditions for installation
  • Ensure correct materials and documentation are available

2. In-process (During work)

  • Verify installation methods follow requirements
  • Check use of proper tools, equipment, and techniques
  • Identify and address issues early

3. Completion (Post-work)

  • Confirm work meets contract requirements
  • Record measurements where applicable
  • Document final condition prior to concealment

Inspection planning

Where appropriate, projects may benefit from:

  • Developing simple inspection checklists or plans tailored to the work
  • Identifying key stages where work should not proceed without verification (e.g., prior to enclosure)

Why this is important

Structured inspection and verification help confirm work is ready, performed as required and documented before the next stage begins.

Nonconformance management

Nonconforming work should be addressed promptly and consistently.

General process 

  • Identify: Recognize work or materials that do not meet requirements
  • Document: Record the issue, including location and condition
  • Evaluate: Determine appropriate corrective action
  • Correct: Repair, replace, or otherwise resolve the issue
  • Verify: Confirm corrective action is complete

Tracking recurring issues may help identify underlying causes and opportunities for improvement.

Why this is important

A consistent nonconformance process enables teams to document, correct and verify issues before work progresses.

Documentation and recordkeeping

Documentation supports quality verification and provides protection in the event of claims.

Typical records may include:

  • Approved materials and submittals
  • Inspection results (readiness, in-process, completion)
  • Nonconformance reports and resolutions
  • Worker training or qualifications (as applicable)
  • Trade contractor approvals
  • Change orders
  • Photographs or videos of critical installations

Projects should consider:

  • Maintaining consistent file organization
  • Including key details (date, location, scope of work)
  • Retaining records in accordance with applicable requirements

Why this is important

Complete and organized records help preserve quality-related decisions, inspections, approvals and corrective actions over the life of the project.

Continuous improvement

Quality programs should evolve over time.

Recommended practices:

  • Review project outcomes and identify recurring issues
  • Evaluate effectiveness of inspections and controls
  • Incorporate lessons learned into future projects

Why this is important

Continuous improvement encourages teams to apply lessons learned and strengthen quality practices across future projects.

Appendix A - Common construction defect claims

The following are commonly observed construction defect issues that quality control programs aim to prevent:

Building envelope

  • Water intrusion through roofs, walls, windows, or foundations
  • Improper flashing or sealing
  • Air leakage and moisture intrusion

Structural

  • Foundation settlement due to inadequate soil preparation
  • Cracking or movement from improper design or installation
  • Improperly installed structural components

Moisture and waterproofing

  • Inadequate waterproofing systems
  • Mold or mildew resulting from moisture intrusion
  • Improper drainage or grading

Mechanical, electrical, plumbing (MEP)

  • Leaking plumbing systems or failed fittings
  • Improper HVAC installation or performance issues
  • Electrical system defects or code violations

Materials and installation

  • Use of incompatible materials
  • Improper installation methods
  • Failure to follow manufacturer requirements

General construction

  • Poor workmanship
  • Incomplete or inconsistent installations
  • Premature failure of building components

 

Conclusion

An effective quality control program relies on clear expectations, consistent execution, and active oversight. By aligning planning, inspection, and documentation practices with project risks, construction teams can improve outcomes and reduce the likelihood of defects and rework.

 

 

 

This material is provided for informational purposes only and does not provide any coverage or guarantee loss prevention. The examples in this material are provided as hypothetical and for illustration purposes only. The Hanover Insurance Company and its affiliates and subsidiaries (“The Hanover”) specifically disclaim any warranty or representation that acceptance of any recommendations contained herein will make any premises, operations or actions safe or in compliance with any law or regulation. By providing this information to you, The Hanover does not assume (and specifically disclaims) any duty, undertaking or responsibility to you.  The decision to accept or implement any recommendation(s) or advice contained in this material must be made by you.

©2026 The Hanover Insurance Group, Inc.  All Rights Reserved.