Managing Quality

Agenda  What is quality?  Importance of quality management  Quality systems  ISO 9000  Total Quality Management (TQM)  Quality management in construction  Quality costs

What is quality? Meeting customer need (Crosby) Fitness for purpose (Juran) Conformance to specification Characteristics and properties of a product, seen as a whole, as ability to fulfil specified or implied requirements of the customer

Quality means.... freedom from deficienciesfreedom from deficiencies ‘doing it right the first time’‘doing it right the first time’ client satisfactionclient satisfaction satisfaction of all employees (all project stakeholders)satisfaction of all employees (all project stakeholders) continously improving performancecontinously improving performance  reduce costs  repeat business  staying competitive

Quality Must not be confused with grade (class) Grade is a category or rank given to entities having the same functional use but different technical characteristics

Why is quality management essential?

Success of Japan Globalisation Competition Customer requirements Constant change The global business environment continous improvement !

Canon could sell photocopiers cheaper than Xerox’s manufacturing costs  Major restructuring at Xerox Mazda’s Orders Payable mechanism worked satisfactorily with 5 employees whereas Ford had problems with 500 employees (1986).... The global business environment Famous cases of strong competition from Japan, causing a change in business processes of American firms:

Average sales price Average cost The global business environment

Some definitions Quality planning:Quality planning: Identifying which quality standards are relevant to the project and determining how to satisfy them Make quality policy Determine scope and make statement Make product description Take into account standards and regulations

Some definitions Quality Control (QC):Quality Control (QC): A set of activities or techniques whose purpose is to ensure that all quality requirements are being met by monitoring of processes and solving performance problems  Monitoring work results  Inspections and tests Quality Assurance (QA):Quality Assurance (QA): A set of activities or techniques whose purpose is to demonstrate that quality requirements are met. QA should give confidence that quality requirements are being met  Prepare quality plans  Audits  Training  etc. QC ~ detecting errors QA ~ eliminating errors “Getting it right first time”

Quality of processes Quality of product Quality of processes To achive quality consistently, we cannot rely on quality control (QC) We must ‘build in’ quality in the production process This we achieve through Quality Assurance (QA) QA is about decreasing cost that occur due to checking of work and expensive remedial works

Quality hierarchy = Data collection, creation of records... = Detection of defects according to quality plan, categorisation, statistical techniques... = Prevention of defects through management and procedures to ‘build in’ quality into the production system  make quality system = ensuring continous improvement of the performance of all activities, for benefit of all customers and employees DEFECTS DETECTION DEFECTSPREVENTIONCONTINOUSIMPROVEMENT

Continous improvement Deming Circle

Quality systems A quality system is the organisational structure, responsibilities, procedures, processes and resources for implementing quality management It prescribes processes, not product or technical details The system is controlled through a documentation hierarchy

Quality systems The purpose is to ensure every time a process is performed, the same information, methods, skills and controls are used in a consistent manner A quality system specifies how something has to be done, then verify it has been achieved

Quality systems

ISO 9000 BS5750 Quality Management first introduced in Britain in 1979 IS0 (the International Organization for Standardization) is a worldwide federation of national standards bodies (IS0 member bodies). The work of preparing International Standards is normally carried out through IS0 technical committees. ISO 9000 Quality Management and Quality Assurance Standardsadopted by the International Standards Organisation (ISO) in Geneva and was reborn as ISO 9000 Quality Management and Quality Assurance Standards in 1987 updated in 1994 and 2000

Structure of ISO 9000

ISO 9001 NOT a quality award A model/framework for documented quality management Compliance with ISO 9001 is certified by various institutes. This is called certification or registration

ISO 9001 A process standard, NOT a product standard i.e. applies to any industry The requirements for quality management system are the same for an engineering organisation as for a contractor The difference is how each requirement is applied to each distinct business process

ISO Quality Management 2. Resource Management 3. Regulatory Research 4. Market Research 5. Product Design 6. Purchasing 7. Production 8. Service Provision 9. Product Protection 10. Customer Needs Assessment 11. Customer Communications 12. Internal Communications 13. Document Control 14. Record Keeping 15. Planning 16. Training 17. Internal Audit 18. Management Review 19. Monitoring and Measuring 20. Nonconformance Management 21. Continual Improvement Develop.. Document.. Implement.. Monitor.. Improve.. 21 processes that you are required to:

TS EN ISO 9001:2000 Kalite Yönetim Sistemleri - Şartlar

Example req’s in ISO 9001  Develop documents to implement the quality system  Define product quality objectives and requirements  Develop review and approval mechanisms for documents  Avoid use of obsolete document  Set measurable objectives for quality

Example req’s in ISO 9001  Management of design and development  Ensure that purchased products meet requirements  Calibrate instruments  Monitor and measure quality system performance  Control non-conforming products  Develop and implement a system to control communication with customers

Quality audit A quality audit is a systematic and independent examination to determine if quality activities and results comply with objectives 1.Internal auditing is a formal procedure undertaken by an impartial and trained individual, for example following a checklist 2.External auditing is done by external organisation The audit records should detail inadequacies, by issuing non-conformance notices (‘findings’), and indicate suitable corrective actionThe audit records should detail inadequacies, by issuing non-conformance notices (‘findings’), and indicate suitable corrective action

Related ISO quality standards ISO 10012:2003 Measurement management systems -- Requirements for measurement processes and measuring equipmentISO 10012:2003 ISO/TR 10013:2001 Guidelines for quality management system documentationISO/TR 10013:2001 ISO 10015:1999 Quality management -- Guidelines for trainingISO 10015:1999 ISO/TR 10017:2003 Guidance on statistical techniques for ISO 9001:2000ISO/TR 10017: full list on

NOTE: These are process standards, NOT industry standards Other related standards ISO 14000The ISO family is concerned with environmental management. This means what the organization does to: minimize harmful effects on the environment caused by its activities, and to achieve continual improvement of its environmental performance. OHSAS 18000OHSAS is an international occupational health and safety management system specification  TS XXXXX must be followed

Total Quality Management

TQM - Total Quality Management achieve and sustain long-term organizational success satisfying customer needs and expectations A management approach that tries to achieve and sustain long-term organizational success by encouraging employee feedback and participation, satisfying customer needs and expectations, respecting societal values and beliefs, and obeying governmental statutes and regulations

TQM - Total Quality Management continuous improvement of the performance of all activities A senior management-led to obtain the involvement of all employees in the continuous improvement of the performance of all activities to meet the needs and satisfaction of the customer whether internal or external

TKY - Toplam Kalite Yönetimi Müşteri ihtiyaçlarını tatmin etmek üzere sürekli bir iyileştirme mantığı içinde bütün çalışanların ilgi ve katılımı İle tüm süreçlerde mükemmel bir performans elde etmeyi amaçlayan bir yönetim anlayışıdır

TQM concepts strong customer focus  the continuing effort by everyone in an organisation to understand, meet, and exceed the needs of its customers  regularly translate customer expectations into the design of new products or services (e.g. Quality Function Deployment) continual improvement top management leadership accurate measurement change in organisational culture  promote a desire to do a job (any job) right the first time  expect perfection empowerment of employees

TQM tools and techniques Numeric tools Statistics, diagrams Nonnumeric tools Brainstorming Quality circles Flowcharting Benchmarking Business Process Reengineering (BPR) Strategic planning/management Reliability engineering, configuration management, etc.

Quality awards Deming Prize (Japan)1951 Malcolm Baldrige Award (US)1988 European Quality Award1992 Ulusal Kalite Ödülü1993

The European Quality Model On this model we can see the criteria that are used to judge organisations for award of the European quality award

Quality management in construction

Quality in construction firm 1.Establish awareness of quality 2.Develop quality system 3.Introduce the system 4.System evaluation Main steps in introducing a QA system:

Quality in construction project  Prepare project quality plan  Policy and company profile  Organisation and responsibilities  Procedures  Method statements / work instructions  Inspection and test plans  Create quality records

Typical contractors QC Visual inspections of site works to ensure compliance with drawings and specificationsVisual inspections of site works to ensure compliance with drawings and specifications Approval of materials / certificatesApproval of materials / certificates Test of concrete cores Test of concrete cores Compressive strength of concrete cubes Compressive strength of concrete cubes

Inspection and test plans An essential feature of quality assurance is the collection of data that reflect the facts. Inspection plans are lists of check-points for specific work items The inspection plan is a table, typically listing: concrete slab pour’work item e.g ‘concrete slab pour’ who is doing the inspection e.g. ‘site engineer’ according to what e.g. ‘specifications’ / ‘drawing XX’ frequency of the inspection e.g. ‘every pour’ criteria for acceptance e.g ± 5mm

Check sheets There are mainly two types: not used in constructionDefective item check sheets – number and category, location and cause of defect items. Many types used in factories, but not used in construction Control sheets – inspections to make certain that work has been carried out correctly. List of items that are checked and approved by inspection person (e.g. site engineer)

Check sheets In construction projects two types of control sheets are often seen: 1.During construction: Check sheets filled out on site 2.After substantial completion: ‘Snaglists’ or ‘punchlist’. These are lists of minor outstanding items created when facility is handed over to the client. When all snags are rectified, facility can be handed over.

Quality records Filled-out check sheetsFilled-out check sheets Daily diaryDaily diary Concrete test recordsConcrete test records Closed-out non-conformance reportsClosed-out non-conformance reports Rectified snag listRectified snag list etc.etc. Evidence documents that shows how well a quality requirement is being met or how well a quality system element is performing. For construction:

Method statements The method statement explains how a contractor will do a certain task (~ that proper procedures and best practice will be followed) MS may be required for common tasks such as excavation, concreting or bricklaying. MS will also be required where extraordinary, risky construction methods will be used. In that case it may contain annexes such as risk assesment, health and safety assesment, etc.

Quality costs 1.Cost of conformance – cost of the company’s quality efforts Appraisal cost Prevention cost 2.Cost of non-conformance Internal failures External failures 1 2

Quality costs

Why quality costs ? To quantify quality problems To speak the ‘money language’ to managers To support a quality improvement program

Cost of non-conformance Contractors pay a significant price for poor quality resulting from accidents, waste, rework, inefficiencies, poor subcontractor performance and poor communication - these costs are estimated to be between 5% and 30% of the construction cost of a facility In addition there are intangible ‘hidden’ costs such as lost sales due to low customer loyalty

Cost of conformance Inspection of direct hire and subcontractor work Inspection at vendor source of supply Inspection of shipments Review of shop drawings Training costs Facilitator costs Salaries of quality staff Meetings of the steering committee and quality improvement teams Administration of the quality management program

Turkish construction issues yap-satçı beşkat gecekondu seçimkondu

Ethical issues Conflict of interest Confidentiality and loyalty Engineering judgment Professional responsibility Codes of ethics Professions (engineers, doctors, etc.)Professions (engineers, doctors, etc.) Companies and organisations (‘code of conducts’)Companies and organisations (‘code of conducts’)

Code of ethics using their knowledge and skill for enhancement of human welfare Being honest and impartial, and serving with fidelity the public, their employers and clients striving to increase the competence and prestige of the engineering profession Supporting the professional societies of their disciplines Code of Ethics of Engineers Accreditation Board for Engineering and Technology (ABET) “Engineers uphold and advance the integrity,honor and dignity of the engineering profession by:”

That’s it for today !