Examine the brochures of virtually any company involved in the construction industry today and it's an even money bet you'll find the word "quality" used at least several times. It's one of those buzzwords - along with "on time" and "on budget" - that contractors have discovered owners must hear if their company is to be seriously considered for a project.

But unlike "on time" and "on budget" - which have always been easily measurable - quality has been more of a touchy-feely issue. Although every contractor claims to deliver it, only the most sophisticated owners are capable of knowing whether or not they're getting it, given the complexity of the construction process.