Integrating quality into the reverse logistics in construction: an empirical study in South Australia

Purpose: Inferior quality reprocessed products hinder the successful adoption of reverse logistics supply chains (RLSCs) of demolition waste (DW) in the construction industry. Therefore, an information-centric quality assurance system (QAS), including process, people, policy and technology aspects, plays an important role in RLSCs, yet none of the previous studies empirically delved into this. Therefore, this study aims to establish how aspects of the process, people, policy and technology contribute to creating an information-centric QAS for RLSCs. Design/methodology/approach: Initially, an extensive literature review was undertaken. Then, following a qualitative approach, 20 semi-structured interviews were conducted with internal stakeholders of the RLSCs in the South Australian construction industry. The collected data were analysed using directed content analysis. Findings: This study empirically established how the aspects of process, people, policy and technology contribute to quality assurance (QA) in RLSCs. The process involves practices and approaches for QA. Experienced and knowledgeable people should undertake this process, complying with the policies and using new or available technologies. Each aspect provides useful information that should be shared and communicated with the other aspects to create an integrated QAS for the RLSCs. Originality/value: The current study made a significant contribution by empirically establishing that an information-centric system of process, people, policy and technology was needed for QA in RLSCs to produce quality outputs. This QAS provides useful insights for industry practitioners, government and policymakers about the aspects they should embrace in enforcing QA in RLSCs.