1. Standards of Practice Course
QUALITY MANAGEMENT

2. Quality Management AGENDA: 1) Terms and Definitions
Project Implementation Tools
The Quality Management Plan
Quality Management by Phase
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3. Quality Management 1) TERMS AND DEFINITIONS
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4. Some Quality Terminology
Quality - Can be subjective
Quality Control - Contractors responsibility
Quality Assurance - CM’s responsibility
Quality Management - Encompasses all aspects of quality
Quality Management Plan – a team responsibility
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5. Quality: the CMAA Definition
The degree to which the project and its components meet the Owner’s expectations, objectives, standards, and intended purpose.
Quality is determined by measuring conformity of the project to the plans, specifications, and applicable standards.
In construction, quality can be dependent on the skills and abilities of the person performing the work
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6. Quality: the CMAA Definition
This is a fair and reasonable definition…
However:
- Is it current with today’s Owners’ expectations?
- Is giving the Owner what they “specified” necessarily
going to satisfy their expectations?
- Is complying with the plans and specs going to get your firm
a good recommendation?
The fundamental question for the CM may be:
“Is compliance with the contract
documents enough?”
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7. Is Quality a Moving Target?
If the Owner’s expectations change
during construction we must:
- Be very, very close to the Owner
- Be able and willing to evaluate Owner-desired
changes quickly and accurately
- Have agreement with the contractor that making such
“quality” changes is a good thing
- Be able to process such changes effectively
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8. Quality Management: the CMAA Definition
The process of planning, organizing, implementing, monitoring, and documenting a system of management practices that coordinate and direct relevant project resources and activities to achieve quality in an efficient, reliable, and consistent manner
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9. Quality Control: the CMAA Definition
The continuous review, certification, inspection, and testing of project components, including person, systems, services, materials, documents, techniques, and workmanship to determine whether or not such components conform to the plans, specifications, applicable standards, and project requirements
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10. Quality Assurance: the CMAA Definition
The application of planned and systematic reviews which demonstrate that quality control practices are being effectively implemented
The CM should:
Review the contractor’s QC plan
Review the contractor’s QC practices
Review the contractor’s QC compliance
Evaluate the quality of the work
Communicate findings with the team
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11. Total Quality Management: the CMAA Definition
A structured process for continuous improvement whereby long-range goals are established at the highest levels of an organization and the means to reach those goals are defined
It is very important for the CM to establish expectations that are clear, consistent, and understood by everyone from the start.
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12. Quality Management Plan (QMP): the CMAA Definition
A project specific, written plan, prepared for certain projects which reflects the general methodology to be implemented by the CM during the course of the project – to enhance the Owner’s control of time, cost, and quality through a process-oriented approach to the various management tasks for the program
- Understanding of roles
- Control time, cost, and quality
- Should be done early in the project
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13. Quality Management 2) PROJECT IMPLEMENTATION TOOLS
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14. Project Implementation Tools:
Some of the Project Implementation Tools are:
Construction Management Plan
Project Procedures Manual
Management Information System
Quality Management Plan
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15. Project Implementation Tools:
Construction Management Plan:
Acceptance procedures
Bid packaging
Procurement strategy
Explanation of rolls, responsibilities, and
authority of team members
Daily field reports
Document control
Applicable codes and standards
Emergencies
Claims avoidance
Communications protocol
Progress payment procedures
Environmental considerations
Archeological considerations
Constructability reviews
Change order control
Commissioning
Master schedule and milestones
Periodic construction executive reports
Project budget
Work breakdown structure
Permitting
Project description
Project organization chart
Public relations
Contractor interest campaign
Quality management approach
Project document reference
Safety considerations
Testing guidance
Final acceptance
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16. Project Implementation Tools:
Project Procedures Manual:
Correspondence - formats and flow diagrams
Change order control - solicitation, format, detail
Methodology to review and approve change orders
Methodology to review and approve progress payments, including stored materials
Updates of anticipated project cost
Project schedule - development, approval process, revisions, updating, and reporting.
Safety program - roles, responsibilities, forms, etc.
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17. Project Implementation Tools:
Management Information System:
Addresses team information needs
Sources of information and data
Reporting levels and frequency
Provides a basis for managing project information:
Type
Format
Distribution
Frequency
Record retention policy
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18. Quality Management 3) THE QUALITY MANAGEMENT PLAN
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19. Quality Management Plan (QMP): the CMAA Definition - (again)
A project specific, written plan, prepared for certain projects which reflects the general methodology to be implemented by the CM during the course of the project – to enhance the Owner’s control of time, cost, and quality through a process-oriented approach to the various management tasks for the program
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20. The Quality Management Team
Getting an effective buy-in to quality is tough!
Who is on the team vs. who should be on it
Everyone needs to understand quality
The QM Team includes:
- A representative from every element of the project team
- An Owner’s rep who really understands the concept of
quality and the process
- A contractor’s rep who really understands the concept of
- The contractor’s quality audit rep who really understands the
concept of quality and the process
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21. Quality Management Plan (QMP):
Overall project organization
Quality management approach
Project QA/QC organization
QA/QC representatives
Management decision flow chart
Formats for the various elements of the CM’s services:
meeting minutes
daily field reports
requests for information
shop drawing logs
proposed change orders
payment applications
time extensions
etc.
Periodic team performance scorecards / ratings
Project quality audit forms
Detailed checklist of audit plans
Review and approval of schedules and updates
Review and approval of change order costs
Review and approval of scope of work changes
Detailed quality assurance checklists for each component of the work
Punch list and final acceptance
Commissioning plan and procedures
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22. Quality Management 4) QUALITY MANAGEMENT BY PHASE
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23. Quality Management Tasks by Phase
Five project phases - per CMAA:
Pre-Design
Design
Procurement
Construction
Post-Construction
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24. Quality Management by Phase
Pre-Design Phase:
Clarifying owner’s objectives and concerns
Scope of CM services – CM Agreement
Selection of design team
Project implementation tools
Construction Management Plan
Quality Management Plan
Project Procedures Manual
Management Information System (MIS)
Pre-Design Conference
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25. Quality Management by Phase
Design Phase:
Initial design meeting
Partnering
Design procedures
Document control
Owner / User reviews
Review of design submittals
Changes in scope or criteria during design
Owner authorizations and approvals
Quality management system and specifications
Quality audits
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26. Quality Management by Phase
Design Phase - continued:
Project estimates and value engineering studies
Constructibility / design reviews
Project plan, schedule, and milestones
Construction inspection and testing requirements
Public relations
Public funding
Project review meetings and reports
Commissioning requirements
Warranties and project close out
Non-conforming and corrective work
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27. Design Phase Reviews Objectives: 1) Improve quality and
2) reduce changes
Coordination review of design and specs
Operating review of design and specs
Maintainability review of design and specs
Specification review with respect to quality
goals set or approved by the Owner
Back-check for inclusion of previous design
review comments
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28. Quality Management by Phase
Procurement Phase:
Permits
Bidder interest campaign
Procurement planning
Advertisement and solicitation of bids
Select bidders list
Instruction to bidders
Pre-bid conference
Proposal document protocol and bid opening
Pre-award conference
Contract award
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29. Progress Payments & Quality
Retainage as a quality tool
Format for authorizing extra work
Partial payments
Withholding payment
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30. Quality Management by Phase
Construction Phase:
Contractor QA/QC control
Preconstruction conference
Pre-installation conferences
Partnering
Construction planning and scheduling
Inspection and testing
Control of testing and measuring equipment
Reports and record keeping
Changes in the work
Document control and distribution
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31. Quality Management by Phase
Construction Phase - continued:
Non-conforming and corrective work
Quality audits
Job meetings
Progress payments
Project documentation
Final reviews
Punch lists
Public relations
Special process control
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32. Quality Management by Phase
Construction Phase - continued:
Dispute resolution
Release of retainage
Liquidated damages
Occupancy permits
Substantial completion
Beneficial occupancy
Final acceptance
Record drawings
O & M manuals and operational training
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33. Quality Control Tasks Evaluating QC and inspection personnel
and companies:
- Do they comply with the spec requirements?
- Are they properly licensed / bonded / insured?
- Professional credentials?
- Reputation?
- Compatibility of individuals with
rest of the QA / QC team?
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34. Quality Control Tasks, cont.
Evaluating effectiveness of contractor’s
QA / QC plan
- Does it comply with the contract document requirements?
- Are communications and liens of authority clear and
effective?
- Can you get agreement to review
the plan’s effectiveness
on a routine basis?
- Is the plan realistic?
- Is it staffed adequately?
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35. Quality Control Tasks, cont.
Evaluating materials testing processes
and procedures
- Do they comply with the requirements in the contract documents?
- Is contractor amenable to corrective actions?
- Are they reasonable and realistic?
- Are communications effective?
- Is the staff trained?
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36. Quality Management by Phase
Post Construction Phase:
Disposition of project record and documents
Recommendations on any outstanding items
QM assessment with owner
Final report and recommendations
Warranty follow-up and management
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37. Dispute Resolution: An Important Key to Quality
A real QA issue
Various methods available
Propose and agree upon the process early,
but most importantly…
Establish the mind-set about
the desired / expected quality
of the work
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38. QUESTIONS?