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IN THE NAME OF ALLAH, THE BENEFICENT, THE MERCIFUL. QUALITY MANAGEMENT IN PROJECTS. Prof. Dr. Rafiq Muhammad Choudhry BSc (Civil-Honor), MSc (CEM), PhD(CEM), Post-Doctorate(CEM), MIE(Pak), PE Tel: 051 90854130, Cell: 0334 5180723, Email: [email protected] - PowerPoint PPT Presentation
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IN THE NAME OF ALLAH, THE BENEFICENT, THE MERCIFUL
QUALITY MANAGEMENT IN PROJECTS
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Prof. Dr. Rafiq Muhammad ChoudhryBSc(Civil-Honor), MSc(CEM), PhD(CEM), Post-Doctorate(CEM), MIE(Pak), PE
Tel: 051 90854130, Cell: 0334 5180723, Email: [email protected]
Head, Department of Construction Engineering and Management, NITSchool of Civil and Environmental Engineering (SCEE)
National University of Sciences and Technology (NUST)Sector H-12, Islamabad
Presentation Outline• What is Quality?• Quality Assurance (QA)• Quality Control (QC)• Total Quality Management (TQM)• Quality Management in Projects• Quality Management Research• Conclusion
What is Quality?
• Dad and son cycle across US• Dad keeps recognizing things on
the trip• Used to be philosophy Prof.
What is Quality?
Quality … you know what it is, yet you don’t know what it is.
But some things are better than others, that is, they have more quality.. ... Robert M. Pirsig, Zen and the Art of Motorcycle Maintenance, p. 163
What is Quality?
Obviously, some things are better than others … but what’s the “betterness”? So round and round you go, spinning mental wheels..What the hell is Quality? What is it?
Robert M. Pirsig, Zen and the Art of Motorcycle Maintenance, p. 164
What is Quality?
Quality Defined A quality item is one that wears well, is well
constructed, and will last a long time. There are a variety of definitions. Three most
commonly used are:1. Achievement of excellence2. Fitness for purpose3. Conformance to requirements.
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Definition of Quality
“Quality is conformance to requirements”-- Philip Crosby, “Quality is Free” 1979
Importance of Quality
• Lower costs (less labor, rework, scrap)• Reputation• Product reliability• Market Share• International competitiveness
Quality Assurance (QA)
Quality Assurance (QA) QA is defined as “all those
planned and systematic actions necessary to provide adequate confidence that a structure, system will perform satisfactorily when in service.”
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ISO - What does it mean?
“ISO” is a word from the Greek “isos,” meaning “equal”.It’s not an abbreviation.
What is ISO certification?
Does not guarantee a quality product.No inspection of the product is involved in certification.To get certified:
– Have a written set of procedures for every activity– Have your employees always follow procedures– Pay someone to come and verify that you always follow your
written procedures• If procedures are followed, your products should be
consistently, uniformly good
ISO Family of Standards
• ISO 9001:2000 Basis for certification• ISO 9004:2000 to prepare for national quality award• ISO 10006 for project management• ISO 10007 for configuration management• ISO 10012 for measurement systems• ISO 10013 for quality documentation• ISO 10015 for training• ISO 19011 for auditing
Certification Structure
Quality Control (QC)
Quality Control (QC) Control is preventing things from
getting out of hand.
QC are those quality assurance actions which provide a means to control and measure the characteristics of a material, structure, component, or system to established requirements.
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Concrete Technology
Concrete and Steel Testing
Testing Equipment
Laboratory Testing
Timber Joint Testing Scalled Model Testing
Field Testing
Soil Testing equipment Schmidt Hammer Test
Soil Testing Equipment
Soil Testing equipment
Soil Testing Lab
Soil Testing Lab
Soil Testing Lab
Soil Testing Lab
Soil Testing Lab
Soil Testing Lab
Quality Assurance (QA) andQuality Control (QC)
QA & QC Assurance gives confidence that a
satisfactory product is supplied to the owner.
Control is part of the process of quality assurance.
A client must be aware that he/she can only get a product he is willing/able to pay for.
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Quality Management (QM)
In order to assure the owner of a good product, we must manage the design and construction processes. Quality management is the term most suitable to our purpose.
“All actions, planned and systematic, necessary to provide the owner with a satisfactory product when in service under the constraints imposed by resources.”
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Total Quality Management (TQM)
• Top management commitment• Input from customer• Involvement of workers at every level• Emphasis on design quality and process improvement• Decisions based on information instead of opinion• Continuous improvement through reducing variability
Total Quality Management (TQM)
• Team-work• Ongoing training, and can be attained by cascading
steps:- Management awareness- Strategic planning- Implementation, and- Employees training
Total Quality Management
• Continuous Improvement• Employee empowerment, quality circles• Benchmarking - best at similar activities• Quality of suppliers - Just In Time
TQM & Inspection
• Inspection does not add value• Inspectors distrusted by workers• Increase quality and reduce need for
inspectors• Have workers do own inspection
– Before – are inputs good?– During – process happening properly?– After – conforms to standards?
TQM QUALITY COSTS: GOOD, BAD, UGLY
Good Prevention Costs associated with prevention activities, such as planning, training, design, and analysis.
Bad Detection Costs associated with inspection, such as inspection of work, auditing, verifying, checking, and final.
Ugly Quality not Provided
Internal Failure
Rework and repair prior to delivery.
External Failure
Repair, replace, refund after delivery.
Lost Opportunity
Lost revenue resulting from customers purchasing from your competitors
W. Edwards Deming
• Statistics professor, specializing in acceptance sampling
• Went to Japan after WW II• Helped Japanese focus on and improve
quality• System (not employees) is cause of
poor quality• Fourteen Points
Deming’s Paradigms
1. Motivation2. Management needs to improve and
innovate processes to create results3. Optimize the system toward its aim4. Cooperation is better than competition
Joseph Juran
• Went to Japan in 1951• Quality begins by knowing what customers
want• 80% of defects are controllable
– Quality Planning– Quality control– Quality improvement
Philip B. Crosby
• In 1960s “Quality is Free”• Management must be firmly behind
any quality plans • Do it right the first time
Quality Competitions
Malcolm Baldridge Quality Award (U.S.)• Awarded to 3 companies each year• Named for Secretary of Commerce killed
in rodeo accident (1987)
Deming Prize (Japan)• Named after noted quality expert• Established in 1950
Malcolm Baldrige
• 1981-87 Secty. of Commerce. – Proponent of quality management as key to US
economic survival– Helped draft early version of quality act– Resolved technology transfer differences with
China and India
THREE ELEMENTS TO BE CONTROLLED IN A CONSTRUCTION PROJECT
• Progress vs Time
CONTROL
TIME
• Cost vs Tender and Budget
COST
• Quality vs Specifications
QUALITY
OW
NE
R
DE
SIGN
ER
CONSTRUCTOR
Stakeholders
“Quality is the cement holding the owner, the designer, and constructor together in stable pattern where each supports the other in producing the successful project”
Quality
What are the causes of deterioration in Quality?
• Quality of design
– Lower quality design results in lower quality construction and increased variation orders, resulting in increased cost of the project.
• Other contributing factors:-
– Corruption
– Incompetent Contractors
– Poor Project Management
– Lack of Resources for Quality Management
Construction Industry Needs• Quality “standard” that is currently available to the
construction industry is the “ISO 9000” quality system.
• This standard has for the most part been generally ignored by the construction industry in Pakistan.
• The cost of preventing mistakes is generally much less than the cost of correcting them by inspection
Build Quality vs Inspected Quality
2. Prevention over Inspection
3. Management Responsibility
Success requires the participation of all members of the team, but management is responsible to provide the resources to succeed
The “plan-do-check-act” cycle is the basis for quality improvement.
4. Continuous Improvement
THREE MAIN COMPONENTS OF QUALITY MANAGEMENT
1) QUALITY CONTROL
2) QUALITY ASSURANCE
3) QUALITY IMPROVEMENT
Tools for Quality Management
Check Sheets
Pareto Charts
Cause & Effect Diagrams
Flowcharts
Histograms
Scatter Diagram
Control Charts
CHECK SHEETSUsed to keep a record of the number and type of discontinuities over a specified period of time or within a certain batch of product.
Check-ListSl. No. Check
Observation Location and Remarks with
DateOK Not
OK
1. 2. 3. 4. 5.
6.
7.
JOINERY (DOORS, WINDOWS AND VENTILATORS) That seasoned wood free from any type of defect has
been used. That all the doors and windows are made according to
specifications. That all the pre-stressed steel and reinforcement are of
approved quality and are made as per drawing. That all the door, windows and ventilators and their
fittings are of good quality and functioning properly
FLOORING Floor base is well compacted in three stages with water.
Floor laying is divided by glass/ stone/metal strip.
That there are no cracks between wall and floor.
That there are no settlement/ depressions.
That there are no visible cracks on the top side.
That the skirting is finished properly and is free from cracks.
That there are no stains or colour variations in the finish.
That finish of the surface has been checked for e.g. level, slope, alignment of joins, surface finish etc.
Curing is done as per schedule.
A Check-List containing the following elements :
DOORS, WINDOWS DOORS, WINDOWS AND VENTILATORSAND VENTILATORS
FLOORING FLOORING
FINISHINGFINISHING
Wilfredo Pareto 1848-1923• Italian Economist• “80/20” rule: 80% of the wealth is
controlled by 20% of the people Cours d'économie politique (1896-7)
• 80/20 rule believed to apply much more widely
PARETO CHARTA graphical representation ranking discontinuities from the most to least significant. Used to help brainstorm what discontinuities, if worked upon first, would be the most likely to produce the greatest improvement in quality.
Cost Overrun
Cause and Effect Diagram (Fish Bone Diagram)
Industrial Relations
Work Hours
Sickness
Salaries
Cultural Differences
Working Condition
Strike
Safety
Materials
Storage Costs
Damage
Equipment Maintenance
Availability
Supply
Safety
Environment
Too High
Temp
Too Low
Design
Information Supply
Design Changes
Benefits of Cause and Effect Diagram
Outlines relationship Note what samples need to be taken Guide for discussion Causes are actively sought and results written on diagram Appropriate data collected - no time wasted Shows level of technology
FLOW CHARTSFlow chart is graphical representations of the steps involved in a process. Constructing a flow chart helps in better understanding of the systems involved.
Process
DecisionData
Process
Process
Terminator
Yes
No
Controltransfer
Control Charts
The control chart is a graph used to study how a process changes over time. Data is plotted in time order. A control chart always has a central line for the average, an upper line for the upper control limit and a lower line for the lower control limit. These lines are determined from historical data. By comparing current data to these lines, you can draw conclusions about whether the process variation is consistent (in control) or is unpredictable (out of control, affected by special causes of variation)
When to use a Control Chart• When controlling ongoing processes by finding and
correcting problems as they occur. • When determining whether a process is stable (in
statistical control).
• When analyzing patterns of process variation from special causes (non-routine events) or common causes (built into the process).
PROBLEM SOLVING STEPS WITH QUALITY CONTROL TOOLS
Result of Good Quality
• Produces quality designs.• Quality designs produce quality projects.• Quality projects have fewer variation
orders during construction.• Fewer variation orders result in lower
construction costs.• Quality designs and lower construction
costs result in lower life-cycle costs.
• Quality is in the Owner’s best interest.
Result of Poor Quality
• High maintenance costs.
• Projects fail, e.g., road pavements collapse.
• Cost and time overruns.
• Disputes and litigation.
• Contractor defaults and does not complete the project.
Developing and implementing a quality system
• Definitions (BS 4778)– Quality system– Quality Manual– Quality procedures– Quality plan– Quality audit
Developing a Quality SystemSTAGE 1 – • Chief executive of the firm should commit to quality
assurance by declaring quality policy e.g. ‘Towards total customer satisfaction’
• Make formal statement of the objectives e.g. ‘ To achieve ISO certification in 18 months’
• Organize management structure and define responsibilities
Developing a Quality System (Cont’)STAGE 2 –• Preparation of quality manual and quality procedures i.e.
quality system
STAGE 3 – • Apply quality procedures to specific contracts when the quality
system is completed and approved internally.
• Staff should be familiar with quality assurance and understand their roles but training is required.
Developing a Quality System (Cont’)STAGE 4 –• Prepare quality plans and additional quality
procedures for specific contracts.
STAGE 5 –• Apply quality plans to specific contracts. Training may
be necessary.
STAGE 6 –• Internal and external audit of quality system; review
periodically all quality manuals and procedures.
RESEARCH -QUALITY MANAGEMENT
The quality of civil structure depends on the quality of workmanship as well the quality of materials used in it.
Naeem & Ali (2005) reported 60% of block masonry buildings were demolished by the earth quake.
What was the reason?The low quality of masonry blocks
Development phases of quality management
Paliska (2007) presented a flow chart on how the quality management developed in the history.
Quality control, reactive
Quality assurance, proactive
Quality management system
Total quality management
Quality award
The quality management divided into two categories
I. Technical system Technical system includes the tools and techniques used for managing the quality.
II. Managerial system Managerial system includes the QM factors and for those company management is responsible (Evans and lindsay 1999)
Technical System
Technical System Effective implementation of quality
management is not possible without tools & techniques (Ahmed et al. 2002)
These tools & techniques are:
a). Quality control b). Quality assurance c). Quality improvement
Technical System
Technical system Quality control tools & techniques are:
Quality control, reactive
Quality assurance, proactive
Quality management system
Total quality management
Quality award
Visual inspection
Descriptive statistics
Control charts
Statistical process control
Acceptance sampling
Date driven inventory system
Software packages
Pareto charts
Histograms
Scatter charts
Check sheets
Graphs
Technical System
Technical system
Quality assurance tools and techniques are:
Quality control, reactive
Quality assurance, proactive
Quality management system
Total quality management
Quality award
Work instructions
Setting inspection & testing requirements
Control plans
Finished product record review
Knowledge management
Regular Quality Audit
Automation
Supplier evaluation
Technical System
Technical system Quality improvement tools & techniques
Quality control, reactive
Quality assurance, proactive
Quality management system
Total quality management
Quality award
Customer feedback Bench markingEmployee suggestion schemeImprovement teamsCorporate social responsibilityleanSWOT analysisQuality function deployment Business process reengineeringPlan-do-check-act cycle (kaizen)Six sigmaBalance score card Supplier development
Continuous improvement, if QMS edited continuously
Managerial System
Managerial system
• Managerial system includes factors of quality management
Managerial System
Eight famous critical factors (kanapathy (2008) 1.Top management support2. Quality information availability3. Quality information usage4. Employee training5. Employee involvement6. Product/process design7. Supplier quality8. Customer orientation
Research methodology
Preliminary study
Preliminary study
Selection of materials Study about quality management
Literature review
Literature review
Critical factors of quality management
Quality management tools & techniques
Data collection
phase
Data collection
phase
Small sample face – face interviewsQuestionnaire design
Refine questionnaire
Sample selection, face-face interviews, phone calls
Data analysis phase
Data analysis phase
Quality management tools & techniques
Critical factors of quality management
Conclusions & Recommendations
Conclusions & Recommendations
Questionnaire Design:The questionnaire includes four sections:1.Personal information2.Company information3.Quality awareness This section includes the questions on the basic terminology (i.e., QC, QA, etc.) being implied in quality management. Responses are taken on three scale, yes, no, or don’t know4. Quality application Within this section there are three subsections a. Quality documentation This section contains the questions about quality documentation (i.e. Quality policy, ISO certification, etc.). The responses are taken on three point scale, yes, No, or Don’t know b. Quality tools and techniques The quality tools & techniques are enlisted in three groups , tools & techniques used in quality control phase, tools & techniques used in quality assurance phase and tools& techniques used in quality improvement phase. The responses are taken to prioritize first four tools & techniques from each category in the sequence , always used, very often used, sometime used, rarely used. c. Questions on critical factors of quality management. The questions on 8 famous critical factors as give by the Kanapthy (2008) are included in this subsection and responses are taken on 5 point likert scale, Strongly disagree to strongly agree.
Sample Selection:The Board of investment Govt. of Pakistan reported 29 cement companies operating in Pakistan in 2007.These 29 companies was taken as target populationData collection:At least two responses were taken from each company, one from top quality control managers and one from middle line quality control management.
Data Analysis:Analysis of data collected is done through Statistical Package for Social Sciences (SPSS-16) & Microsoft excel (2007).Frequency distribution statistics was used for interpreting results.
Analysis and Results
Analysis and Results
Experience of respondents in the industry
Analysis and Results
Qualification of respondents
Results for Awareness about Quality management
Basic quality management terms awareness
Results of Quality Management Practices
Quality control techniques
Results of Quality Management Practices
Quality assurance techniques
Results of Quality Management Practices
Quality improvement techniques
Critical factors of Quality Management
Eight famous critical factors of quality management
Implementation of Quality Management Standards
Key factors for total quality management implementation
Implementation of Quality Management Standards
Level of quality implementation of cement industry
Quality control, reactive
Quality assurance, proactive
Quality management system
Total quality management
Quality award
100%
<50%
Cement industry
100%
100%
Use of QC tools & techniques = 100% of
respondents
QC Department = 100% of respondents
QA tools & techniques = 100% of respondents
QA Department = 40% of respondents but QC
Dept. is responsible
Quality management system = 100% of
respondents
ISO 9001 certification= 80% of respondents, remaining
in process
Critical factors of QM = 48% of implementation
Key element of TQM= 37% of implementation
Concluding Remarks
Results indicate that the quality managers are well aware with the new terminologies (i.e. ISO 9001, TQM) of the quality management in comparison to the terminologies (i.e. Quality control, Quality assurance).
Eighty percent (80%) respondents think that ISO practices are essential for TQM implementation. It showed trust on ISO practices that it can improve the processes leading to TQM.
The Pakistan standard and quality control authority
is responsible to keep an eye and is striving for
implementation of quality management.
The study recommended that employees may be
trained for in quality management.
Concluding Remarks
“I told you to use quality based solutions to build this bridge”
Project Manager
Thank You