edragon - understanding quality
TRANSCRIPT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 152
UNDERSTANDINGQUALITY MANAGEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 252
HISTORICAL REVIEW OF QUALITY CONTROL
Quality in articles and artefacts produced by skilled craftsmenand artisans from the BC era eg goldsmithssilversmithsblacksmiths pottersetc
Artists amp Artisans Guilds in the Middle ages spent yearsimparting quality skills and the worksmen had pride in makingquality products
Industrial Revolution brought factory manufacturing wherearticles were mass-produced and each worker made only apart of the productand did not sense the importance of hiscontribution to the quality of the product
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 352
HISTORICAL REVIEW OF QUALITY CONTROL
In 1924 WAShewhart of Bell TelephoneLabs developed a statistical chart for thecontrol of product variables ndash the
beginning of SQC and SPCIn the same decade HFDodge andHGRomig of Bell Telephone Labsdeveloped statistical acceptancesampling instead of 100 inspectionIn 1946the American Society for QualityControl was formedIn 1950 W Edwards Demingwho learntSQC from Shewharttaught SPC amp SQC to
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 452
HISTORICAL REVIEW OF QUALITY CONTROL
In 1954Joseph MJuran taught Japanesemanagements their responsibility toachieve quality In 1960 the first quality control circleswere formed SQC techniques were being applied by Japanese workers1970rsquos US managers were learning fromJapan Quality implementation miraclesIn 1980rsquos TQM principles and methodsbecame popular(also in auto industry)In 1990rsquos the ISO 9000 model became
the world-wide standard for QMS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 552
The common element of the businessdefinitions is that the quality of a product orservice refers to the perception of the degree towhich the product or service meets thecustomers expectations
Quality has no specific meaning unless relatedto a specific function andor object
Quality is a perceptual conditional andsomewhat subjective attribute
QUALITY
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 652
BUSINESS HAS TRIED TO DEFINE QUALITY IN APRODUCER-CONSUMER CONTEXT WITH THE
FOLLOWING VARIATIONS
ISO 9000 Degree to which a set ofinherent characteristic fulfillsrequirements The standard defines
requirement as need or expectation
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 752
BUSINESS HAS TRIED TO DEFINE QUALITY IN APRODUCER-CONSUMER CONTEXT WITH THE
FOLLOWING VARIATIONS
Six Sigma Number of defects per millionopportunities The metric is tied in with amethodology and a management system
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 852
BUSINESS HAS TRIED TO DEFINE QUALITY IN APRODUCER-CONSUMER CONTEXT WITH THE
FOLLOWING VARIATIONS
Joseph M Juran Fitness for use Fitness isdefined by the customer
Noriaki Kano presenting a two-dimensionalmodel of quality must-be quality andattractive quality The former is near to the
fitness for use and the latter is what thecustomer would love but has not yet thoughtabout
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 952
Genichi Taguchi with two definitions
Uniformity around a target value The idea isto lower the standard deviation in outcomesand to keep the range of outcomes to a certainnumber of standard deviations with rareexceptions
The loss a product imposes on society after itis shipped This definition of quality is basedon a more comprehensive view of theproduction system
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1052
American Society for Quality
A subjective term for which each person has his orher own definition
In technical usage quality can have two meaningsthe characteristics of a product or service thatbear on its ability to satisfy stated or impliedneeds
A product or service free of deficiencies
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1152
Peter Drucker
Quality in a product or serviceis not what the supplier putsin It is what the customer getsout and is willing to pay for
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1252
For DesignAesthetics (good design taste)Functionality (design does what it is intended
to meet building code requirements)Safety (safe for occupiers meet building coderequirements)
Cost (within clientrsquos budget)
Quality Concepts
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1352
For Construction
bull Workmanship (quality of constructedwork)
bull Integrity (according to drawings andspecifications)
bull Completion time in the projectaccording to clients requirements
Quality Concepts
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1452
Zero Defects ndash states that there is no tolerancefor errors within the system The goal of allprocesses is to avoid defects in the product orservice
The Customer is the Next Person in the Process ndash
based on providing the internal organization asystem that ensures the product or service istransferred to the next person in the process in acomplete and correct manner
Quality Concepts
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1552
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1652
EFFECTS OF POOR QUALITY
Low customer satisfactionLow productivity sales amp profit
Low morale of workforceMore re-work material amp labour costsHigh inspection costs
Delay in shippingHigh repair costsHigher inventory costs
Greater waste of material
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1752
BENEFITS OF QUALITY
Higher customer satisfactionReliable productsservicesBetter efficiency of operations
More productivity amp profitBetter morale of work forceLess wastage costsLess Inspection costs
Improved processMore market shareSpread of happiness amp prosperityBetter quality of life for all
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1852
QUALITY
QuicklyUnderstand amp
Act OnLosses
InnovativelyTechnical ( Theoretical )Yield
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1952
TOTAL QUALITY MANAGEMENT(TQM) ndash
European Construction Institute (1993)recommends the following objectives to achieveTQM in construction
C ndash Commitment by top managementO ndash Organization and structure for totalquality management
N- Normal financial controlS ndash Supplier relationshipsT ndash Training education and safetyawareness
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2052
TOTAL QUALITY MANAGEMENT(TQM)
R ndash Relationships with customersU ndash understanding and commitment byemployees
C ndash CommunicationsT ndash TeamworkI ndash Independent certification to ISO 9000
O ndash Objective measurementN ndash Natural use of tools and techniques
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2152
WHAT IS CUSTOMER SATISFACTION
Is it due to Product quality
Is it due to pricing
Is it due to good customer service
Is it due to company reputation
Is it something more
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2252
CUSTOMER SATISFACTION
Customer is the Boss orrsquoKingrsquoCustomer dictates the market trends and directionCustomer not only has needs to be supplied( basicperformance functions)
Also he lsquowants what he wantsrsquo( additional features satisfy himand influence his purchase decision)Hence the Suppliers and Manufacturers have to closely followat the heel of the customer
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2352
CUSTOMER TYPES
External and Internal customers
External ndash current prospective and lost customers
Internal ndash Every person in a process is a customer of theprevious operation( applies todesignmanufacturingsalessupplies etc) [Each workershould see that the quality meets expectations of the nextperson in the supplier-to-customer chain ]
TQM is commitment to customer-focus - internal andexternal customers
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2452
INTERNAL CUSTOMERSUPPLIERRELATIONSHIPS
Questions asked by people to their internalcustomers
What do you need from meWhat do you do with my output
Are there any gaps between what you need
and what you getGood team-work and inter-Departmentalharmony is required Also the leaders role in
supervising the internal customer-supplier
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2552
TQM AND CUSTOMER QUALITY PERCEPTS
TQM is quality management and managementof quality ndash there is no full stop and no break inthe chainContinuous process (quality) improvement is allits aboutWhy One important reason is the customer
quality level is not static and his expectationskeep changing and his demands tooAlso plant process dynamics- how to achievemaximum efficiency optimizing cost and
erformance in the rocess o erations
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2652
The ldquoplan -do-check-actrdquo cycle is the basisfor qualityimprovement
Quality improvementinitiatives can improvethe quality of projectmanagement as wellas the quality of theproduct
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2752
7 HABITS OF HIGHLY EFFECTIVE PEOPLE( STEPHEN COVEY)
Be pro-active
Begin with the end in mind
Put first things first ( refCoveyrsquos Time managementmatrix pg35)
Think win-win
Seek first to understand then to be understood
SynergySharpen the saw
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2852
QUALITY MANAGEMENT
PROGRAM
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2952
QUALITY MANAGEMENT COMPLEMENTSPROJECT MANAGEMENT
QM amp PM both recognize the importance of
four (4) basic principles
Customer satisfaction
Prevention over inspectionManagement responsibility
Continuous improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3052
PROJECT QUALITY MANAGEMENT
bull provides all the tools to make sure your project turnsout as planned
bull harnessing everyonersquos effort to achieve zero defects atlowest cost and zero defects means continuallysatisfying customer requirements
bull I s viewed as a total commitment to manage a firmrsquosresources to achieve the highest levels of performance ineverything in which the firm is involved
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3152
PROJECT QUALITY MANAGEMENT
is a method for ensuring that allthe activities necessary to designdevelop and implement a productor service are effective and
efficient with respect to thesystem and its performance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3252
Attitude of mind
QualityAssurance
QualityControl
Quality of managementprocess
Quality of theproduct
Ultimate Goal
Achieving a
quality product
CurativeMedicine
Preventivemedicine
Achieving Quality on Projects
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3352
Approach to project
quality
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3452
Quality Assurance Strategy
Test andInspection
Quality Control
Quality Assurance withContinuous Improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3552
PLAN-DO-CHECK-ACT CYCLE
DO
QUALITY ASSURANCE
PLAN
QUALITY PLAN
CHECK
QUALITY CONTROL
ACT
QUALITY IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3652
Quality Planning ndash identify which quality standards are relevant
to the project and determining how to satisfy them1 Input
bull Quality Improvement
bull Quality Policy
bull
Project Descriptionbull Standard Regulation
2 Tools and Techniques
bull BenefitCost Analysis
bull Benchmarking
bull Flowcharting
3 Outputs
bull Quality Management Planbull Operational Definitions]
bull Checklist
PLAN
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3752
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3852
Quality Control - monitoring specific project results to
determine if they comply with the relevant quality standards and identify ways to eliminate causes of unsatisfactory performance
1 Inputbull Works resultsbull Quality Mngt Planbull Operational Definitionbull Checklist
2 Tools and Techniquesbull Inspectionbull Seven New Quality Control Tools
(Pareto Analysis Data ndash Tables Cause-Effect Analysis Trend Analysis
Histograms Scatter Diagrams Control Charts) and other ManagementTools and Techniques
3 Outputsbull Quality Improvementsbull
Acceptance Decisionsbull Reworkbull Completed Checklistbull Process Adjustments
CHECK
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3952
Quality Improvement - includes taking action to increase theeffectiveness and efficiency of the project maintaining and improving the current standard
1 Input
bull Quality Improvement Philosophy and Principles
2 Tools and Techniquesbull Suggestion Schemebull 5rsquos (Sort Systematize Sweep Sanitize Self -Discipline)bull Work Simplification (Work Measurement amp Work Study)
bull Quality Circlebull ISO 9000 (Quality Management System Standards)
3 Output
bull Improved Quality Standard
ACT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4052
FIVE TYPES OF PROBLEMS
Compliance
Unstructured
Efficiency
Process Design
Product Design
CONTINUOUS PROCESS IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4152
CONTINUOUS PROCESS IMPROVEMENTCYCLE
Phase IIdentify the Opportunity
Phase 2Analyze the process
Phase 3
Develop theoptimal solution(s)
Phase 4
Implementation
Phae 5 Study
the results
Phase 7Plan for the future
Phase 6Standardize
the solution
Act Plan
DoStudy
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4252
A good quality assurance system in theconstruction will
bull
Identify objectives and standardsbull Be multifunctional and preventionoriented
bull Plan for collection and use data in acycle of continuous improvement
bull Plan for the establishment of andmaintenance of performance measure
Why Quality Assurance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4352
Document Control To ensure
employees have the correct proceduresand the procedures are properlymaintained
Audits To verify quality procedures arebeing followed
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4452
Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 252
HISTORICAL REVIEW OF QUALITY CONTROL
Quality in articles and artefacts produced by skilled craftsmenand artisans from the BC era eg goldsmithssilversmithsblacksmiths pottersetc
Artists amp Artisans Guilds in the Middle ages spent yearsimparting quality skills and the worksmen had pride in makingquality products
Industrial Revolution brought factory manufacturing wherearticles were mass-produced and each worker made only apart of the productand did not sense the importance of hiscontribution to the quality of the product
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 352
HISTORICAL REVIEW OF QUALITY CONTROL
In 1924 WAShewhart of Bell TelephoneLabs developed a statistical chart for thecontrol of product variables ndash the
beginning of SQC and SPCIn the same decade HFDodge andHGRomig of Bell Telephone Labsdeveloped statistical acceptancesampling instead of 100 inspectionIn 1946the American Society for QualityControl was formedIn 1950 W Edwards Demingwho learntSQC from Shewharttaught SPC amp SQC to
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 452
HISTORICAL REVIEW OF QUALITY CONTROL
In 1954Joseph MJuran taught Japanesemanagements their responsibility toachieve quality In 1960 the first quality control circleswere formed SQC techniques were being applied by Japanese workers1970rsquos US managers were learning fromJapan Quality implementation miraclesIn 1980rsquos TQM principles and methodsbecame popular(also in auto industry)In 1990rsquos the ISO 9000 model became
the world-wide standard for QMS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 552
The common element of the businessdefinitions is that the quality of a product orservice refers to the perception of the degree towhich the product or service meets thecustomers expectations
Quality has no specific meaning unless relatedto a specific function andor object
Quality is a perceptual conditional andsomewhat subjective attribute
QUALITY
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 652
BUSINESS HAS TRIED TO DEFINE QUALITY IN APRODUCER-CONSUMER CONTEXT WITH THE
FOLLOWING VARIATIONS
ISO 9000 Degree to which a set ofinherent characteristic fulfillsrequirements The standard defines
requirement as need or expectation
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 752
BUSINESS HAS TRIED TO DEFINE QUALITY IN APRODUCER-CONSUMER CONTEXT WITH THE
FOLLOWING VARIATIONS
Six Sigma Number of defects per millionopportunities The metric is tied in with amethodology and a management system
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 852
BUSINESS HAS TRIED TO DEFINE QUALITY IN APRODUCER-CONSUMER CONTEXT WITH THE
FOLLOWING VARIATIONS
Joseph M Juran Fitness for use Fitness isdefined by the customer
Noriaki Kano presenting a two-dimensionalmodel of quality must-be quality andattractive quality The former is near to the
fitness for use and the latter is what thecustomer would love but has not yet thoughtabout
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 952
Genichi Taguchi with two definitions
Uniformity around a target value The idea isto lower the standard deviation in outcomesand to keep the range of outcomes to a certainnumber of standard deviations with rareexceptions
The loss a product imposes on society after itis shipped This definition of quality is basedon a more comprehensive view of theproduction system
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1052
American Society for Quality
A subjective term for which each person has his orher own definition
In technical usage quality can have two meaningsthe characteristics of a product or service thatbear on its ability to satisfy stated or impliedneeds
A product or service free of deficiencies
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1152
Peter Drucker
Quality in a product or serviceis not what the supplier putsin It is what the customer getsout and is willing to pay for
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1252
For DesignAesthetics (good design taste)Functionality (design does what it is intended
to meet building code requirements)Safety (safe for occupiers meet building coderequirements)
Cost (within clientrsquos budget)
Quality Concepts
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1352
For Construction
bull Workmanship (quality of constructedwork)
bull Integrity (according to drawings andspecifications)
bull Completion time in the projectaccording to clients requirements
Quality Concepts
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1452
Zero Defects ndash states that there is no tolerancefor errors within the system The goal of allprocesses is to avoid defects in the product orservice
The Customer is the Next Person in the Process ndash
based on providing the internal organization asystem that ensures the product or service istransferred to the next person in the process in acomplete and correct manner
Quality Concepts
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1552
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1652
EFFECTS OF POOR QUALITY
Low customer satisfactionLow productivity sales amp profit
Low morale of workforceMore re-work material amp labour costsHigh inspection costs
Delay in shippingHigh repair costsHigher inventory costs
Greater waste of material
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1752
BENEFITS OF QUALITY
Higher customer satisfactionReliable productsservicesBetter efficiency of operations
More productivity amp profitBetter morale of work forceLess wastage costsLess Inspection costs
Improved processMore market shareSpread of happiness amp prosperityBetter quality of life for all
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1852
QUALITY
QuicklyUnderstand amp
Act OnLosses
InnovativelyTechnical ( Theoretical )Yield
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1952
TOTAL QUALITY MANAGEMENT(TQM) ndash
European Construction Institute (1993)recommends the following objectives to achieveTQM in construction
C ndash Commitment by top managementO ndash Organization and structure for totalquality management
N- Normal financial controlS ndash Supplier relationshipsT ndash Training education and safetyawareness
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2052
TOTAL QUALITY MANAGEMENT(TQM)
R ndash Relationships with customersU ndash understanding and commitment byemployees
C ndash CommunicationsT ndash TeamworkI ndash Independent certification to ISO 9000
O ndash Objective measurementN ndash Natural use of tools and techniques
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2152
WHAT IS CUSTOMER SATISFACTION
Is it due to Product quality
Is it due to pricing
Is it due to good customer service
Is it due to company reputation
Is it something more
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2252
CUSTOMER SATISFACTION
Customer is the Boss orrsquoKingrsquoCustomer dictates the market trends and directionCustomer not only has needs to be supplied( basicperformance functions)
Also he lsquowants what he wantsrsquo( additional features satisfy himand influence his purchase decision)Hence the Suppliers and Manufacturers have to closely followat the heel of the customer
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2352
CUSTOMER TYPES
External and Internal customers
External ndash current prospective and lost customers
Internal ndash Every person in a process is a customer of theprevious operation( applies todesignmanufacturingsalessupplies etc) [Each workershould see that the quality meets expectations of the nextperson in the supplier-to-customer chain ]
TQM is commitment to customer-focus - internal andexternal customers
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2452
INTERNAL CUSTOMERSUPPLIERRELATIONSHIPS
Questions asked by people to their internalcustomers
What do you need from meWhat do you do with my output
Are there any gaps between what you need
and what you getGood team-work and inter-Departmentalharmony is required Also the leaders role in
supervising the internal customer-supplier
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2552
TQM AND CUSTOMER QUALITY PERCEPTS
TQM is quality management and managementof quality ndash there is no full stop and no break inthe chainContinuous process (quality) improvement is allits aboutWhy One important reason is the customer
quality level is not static and his expectationskeep changing and his demands tooAlso plant process dynamics- how to achievemaximum efficiency optimizing cost and
erformance in the rocess o erations
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2652
The ldquoplan -do-check-actrdquo cycle is the basisfor qualityimprovement
Quality improvementinitiatives can improvethe quality of projectmanagement as wellas the quality of theproduct
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2752
7 HABITS OF HIGHLY EFFECTIVE PEOPLE( STEPHEN COVEY)
Be pro-active
Begin with the end in mind
Put first things first ( refCoveyrsquos Time managementmatrix pg35)
Think win-win
Seek first to understand then to be understood
SynergySharpen the saw
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2852
QUALITY MANAGEMENT
PROGRAM
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2952
QUALITY MANAGEMENT COMPLEMENTSPROJECT MANAGEMENT
QM amp PM both recognize the importance of
four (4) basic principles
Customer satisfaction
Prevention over inspectionManagement responsibility
Continuous improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3052
PROJECT QUALITY MANAGEMENT
bull provides all the tools to make sure your project turnsout as planned
bull harnessing everyonersquos effort to achieve zero defects atlowest cost and zero defects means continuallysatisfying customer requirements
bull I s viewed as a total commitment to manage a firmrsquosresources to achieve the highest levels of performance ineverything in which the firm is involved
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3152
PROJECT QUALITY MANAGEMENT
is a method for ensuring that allthe activities necessary to designdevelop and implement a productor service are effective and
efficient with respect to thesystem and its performance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3252
Attitude of mind
QualityAssurance
QualityControl
Quality of managementprocess
Quality of theproduct
Ultimate Goal
Achieving a
quality product
CurativeMedicine
Preventivemedicine
Achieving Quality on Projects
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3352
Approach to project
quality
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3452
Quality Assurance Strategy
Test andInspection
Quality Control
Quality Assurance withContinuous Improvement
882019 eDragon - Understanding Quality
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PLAN-DO-CHECK-ACT CYCLE
DO
QUALITY ASSURANCE
PLAN
QUALITY PLAN
CHECK
QUALITY CONTROL
ACT
QUALITY IMPROVEMENT
882019 eDragon - Understanding Quality
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Quality Planning ndash identify which quality standards are relevant
to the project and determining how to satisfy them1 Input
bull Quality Improvement
bull Quality Policy
bull
Project Descriptionbull Standard Regulation
2 Tools and Techniques
bull BenefitCost Analysis
bull Benchmarking
bull Flowcharting
3 Outputs
bull Quality Management Planbull Operational Definitions]
bull Checklist
PLAN
882019 eDragon - Understanding Quality
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882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3852
Quality Control - monitoring specific project results to
determine if they comply with the relevant quality standards and identify ways to eliminate causes of unsatisfactory performance
1 Inputbull Works resultsbull Quality Mngt Planbull Operational Definitionbull Checklist
2 Tools and Techniquesbull Inspectionbull Seven New Quality Control Tools
(Pareto Analysis Data ndash Tables Cause-Effect Analysis Trend Analysis
Histograms Scatter Diagrams Control Charts) and other ManagementTools and Techniques
3 Outputsbull Quality Improvementsbull
Acceptance Decisionsbull Reworkbull Completed Checklistbull Process Adjustments
CHECK
882019 eDragon - Understanding Quality
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Quality Improvement - includes taking action to increase theeffectiveness and efficiency of the project maintaining and improving the current standard
1 Input
bull Quality Improvement Philosophy and Principles
2 Tools and Techniquesbull Suggestion Schemebull 5rsquos (Sort Systematize Sweep Sanitize Self -Discipline)bull Work Simplification (Work Measurement amp Work Study)
bull Quality Circlebull ISO 9000 (Quality Management System Standards)
3 Output
bull Improved Quality Standard
ACT
882019 eDragon - Understanding Quality
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FIVE TYPES OF PROBLEMS
Compliance
Unstructured
Efficiency
Process Design
Product Design
CONTINUOUS PROCESS IMPROVEMENT
882019 eDragon - Understanding Quality
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CONTINUOUS PROCESS IMPROVEMENTCYCLE
Phase IIdentify the Opportunity
Phase 2Analyze the process
Phase 3
Develop theoptimal solution(s)
Phase 4
Implementation
Phae 5 Study
the results
Phase 7Plan for the future
Phase 6Standardize
the solution
Act Plan
DoStudy
882019 eDragon - Understanding Quality
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A good quality assurance system in theconstruction will
bull
Identify objectives and standardsbull Be multifunctional and preventionoriented
bull Plan for collection and use data in acycle of continuous improvement
bull Plan for the establishment of andmaintenance of performance measure
Why Quality Assurance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4352
Document Control To ensure
employees have the correct proceduresand the procedures are properlymaintained
Audits To verify quality procedures arebeing followed
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
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Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
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REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
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WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
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HISTORICAL REVIEW OF QUALITY CONTROL
In 1924 WAShewhart of Bell TelephoneLabs developed a statistical chart for thecontrol of product variables ndash the
beginning of SQC and SPCIn the same decade HFDodge andHGRomig of Bell Telephone Labsdeveloped statistical acceptancesampling instead of 100 inspectionIn 1946the American Society for QualityControl was formedIn 1950 W Edwards Demingwho learntSQC from Shewharttaught SPC amp SQC to
882019 eDragon - Understanding Quality
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HISTORICAL REVIEW OF QUALITY CONTROL
In 1954Joseph MJuran taught Japanesemanagements their responsibility toachieve quality In 1960 the first quality control circleswere formed SQC techniques were being applied by Japanese workers1970rsquos US managers were learning fromJapan Quality implementation miraclesIn 1980rsquos TQM principles and methodsbecame popular(also in auto industry)In 1990rsquos the ISO 9000 model became
the world-wide standard for QMS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 552
The common element of the businessdefinitions is that the quality of a product orservice refers to the perception of the degree towhich the product or service meets thecustomers expectations
Quality has no specific meaning unless relatedto a specific function andor object
Quality is a perceptual conditional andsomewhat subjective attribute
QUALITY
882019 eDragon - Understanding Quality
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BUSINESS HAS TRIED TO DEFINE QUALITY IN APRODUCER-CONSUMER CONTEXT WITH THE
FOLLOWING VARIATIONS
ISO 9000 Degree to which a set ofinherent characteristic fulfillsrequirements The standard defines
requirement as need or expectation
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 752
BUSINESS HAS TRIED TO DEFINE QUALITY IN APRODUCER-CONSUMER CONTEXT WITH THE
FOLLOWING VARIATIONS
Six Sigma Number of defects per millionopportunities The metric is tied in with amethodology and a management system
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 852
BUSINESS HAS TRIED TO DEFINE QUALITY IN APRODUCER-CONSUMER CONTEXT WITH THE
FOLLOWING VARIATIONS
Joseph M Juran Fitness for use Fitness isdefined by the customer
Noriaki Kano presenting a two-dimensionalmodel of quality must-be quality andattractive quality The former is near to the
fitness for use and the latter is what thecustomer would love but has not yet thoughtabout
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 952
Genichi Taguchi with two definitions
Uniformity around a target value The idea isto lower the standard deviation in outcomesand to keep the range of outcomes to a certainnumber of standard deviations with rareexceptions
The loss a product imposes on society after itis shipped This definition of quality is basedon a more comprehensive view of theproduction system
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1052
American Society for Quality
A subjective term for which each person has his orher own definition
In technical usage quality can have two meaningsthe characteristics of a product or service thatbear on its ability to satisfy stated or impliedneeds
A product or service free of deficiencies
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1152
Peter Drucker
Quality in a product or serviceis not what the supplier putsin It is what the customer getsout and is willing to pay for
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1252
For DesignAesthetics (good design taste)Functionality (design does what it is intended
to meet building code requirements)Safety (safe for occupiers meet building coderequirements)
Cost (within clientrsquos budget)
Quality Concepts
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1352
For Construction
bull Workmanship (quality of constructedwork)
bull Integrity (according to drawings andspecifications)
bull Completion time in the projectaccording to clients requirements
Quality Concepts
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1452
Zero Defects ndash states that there is no tolerancefor errors within the system The goal of allprocesses is to avoid defects in the product orservice
The Customer is the Next Person in the Process ndash
based on providing the internal organization asystem that ensures the product or service istransferred to the next person in the process in acomplete and correct manner
Quality Concepts
882019 eDragon - Understanding Quality
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882019 eDragon - Understanding Quality
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EFFECTS OF POOR QUALITY
Low customer satisfactionLow productivity sales amp profit
Low morale of workforceMore re-work material amp labour costsHigh inspection costs
Delay in shippingHigh repair costsHigher inventory costs
Greater waste of material
882019 eDragon - Understanding Quality
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BENEFITS OF QUALITY
Higher customer satisfactionReliable productsservicesBetter efficiency of operations
More productivity amp profitBetter morale of work forceLess wastage costsLess Inspection costs
Improved processMore market shareSpread of happiness amp prosperityBetter quality of life for all
882019 eDragon - Understanding Quality
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QUALITY
QuicklyUnderstand amp
Act OnLosses
InnovativelyTechnical ( Theoretical )Yield
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TOTAL QUALITY MANAGEMENT(TQM) ndash
European Construction Institute (1993)recommends the following objectives to achieveTQM in construction
C ndash Commitment by top managementO ndash Organization and structure for totalquality management
N- Normal financial controlS ndash Supplier relationshipsT ndash Training education and safetyawareness
882019 eDragon - Understanding Quality
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TOTAL QUALITY MANAGEMENT(TQM)
R ndash Relationships with customersU ndash understanding and commitment byemployees
C ndash CommunicationsT ndash TeamworkI ndash Independent certification to ISO 9000
O ndash Objective measurementN ndash Natural use of tools and techniques
882019 eDragon - Understanding Quality
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WHAT IS CUSTOMER SATISFACTION
Is it due to Product quality
Is it due to pricing
Is it due to good customer service
Is it due to company reputation
Is it something more
882019 eDragon - Understanding Quality
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CUSTOMER SATISFACTION
Customer is the Boss orrsquoKingrsquoCustomer dictates the market trends and directionCustomer not only has needs to be supplied( basicperformance functions)
Also he lsquowants what he wantsrsquo( additional features satisfy himand influence his purchase decision)Hence the Suppliers and Manufacturers have to closely followat the heel of the customer
882019 eDragon - Understanding Quality
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CUSTOMER TYPES
External and Internal customers
External ndash current prospective and lost customers
Internal ndash Every person in a process is a customer of theprevious operation( applies todesignmanufacturingsalessupplies etc) [Each workershould see that the quality meets expectations of the nextperson in the supplier-to-customer chain ]
TQM is commitment to customer-focus - internal andexternal customers
882019 eDragon - Understanding Quality
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INTERNAL CUSTOMERSUPPLIERRELATIONSHIPS
Questions asked by people to their internalcustomers
What do you need from meWhat do you do with my output
Are there any gaps between what you need
and what you getGood team-work and inter-Departmentalharmony is required Also the leaders role in
supervising the internal customer-supplier
882019 eDragon - Understanding Quality
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TQM AND CUSTOMER QUALITY PERCEPTS
TQM is quality management and managementof quality ndash there is no full stop and no break inthe chainContinuous process (quality) improvement is allits aboutWhy One important reason is the customer
quality level is not static and his expectationskeep changing and his demands tooAlso plant process dynamics- how to achievemaximum efficiency optimizing cost and
erformance in the rocess o erations
882019 eDragon - Understanding Quality
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The ldquoplan -do-check-actrdquo cycle is the basisfor qualityimprovement
Quality improvementinitiatives can improvethe quality of projectmanagement as wellas the quality of theproduct
882019 eDragon - Understanding Quality
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7 HABITS OF HIGHLY EFFECTIVE PEOPLE( STEPHEN COVEY)
Be pro-active
Begin with the end in mind
Put first things first ( refCoveyrsquos Time managementmatrix pg35)
Think win-win
Seek first to understand then to be understood
SynergySharpen the saw
882019 eDragon - Understanding Quality
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QUALITY MANAGEMENT
PROGRAM
882019 eDragon - Understanding Quality
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QUALITY MANAGEMENT COMPLEMENTSPROJECT MANAGEMENT
QM amp PM both recognize the importance of
four (4) basic principles
Customer satisfaction
Prevention over inspectionManagement responsibility
Continuous improvement
882019 eDragon - Understanding Quality
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PROJECT QUALITY MANAGEMENT
bull provides all the tools to make sure your project turnsout as planned
bull harnessing everyonersquos effort to achieve zero defects atlowest cost and zero defects means continuallysatisfying customer requirements
bull I s viewed as a total commitment to manage a firmrsquosresources to achieve the highest levels of performance ineverything in which the firm is involved
882019 eDragon - Understanding Quality
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PROJECT QUALITY MANAGEMENT
is a method for ensuring that allthe activities necessary to designdevelop and implement a productor service are effective and
efficient with respect to thesystem and its performance
882019 eDragon - Understanding Quality
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Attitude of mind
QualityAssurance
QualityControl
Quality of managementprocess
Quality of theproduct
Ultimate Goal
Achieving a
quality product
CurativeMedicine
Preventivemedicine
Achieving Quality on Projects
882019 eDragon - Understanding Quality
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Approach to project
quality
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3452
Quality Assurance Strategy
Test andInspection
Quality Control
Quality Assurance withContinuous Improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3552
PLAN-DO-CHECK-ACT CYCLE
DO
QUALITY ASSURANCE
PLAN
QUALITY PLAN
CHECK
QUALITY CONTROL
ACT
QUALITY IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3652
Quality Planning ndash identify which quality standards are relevant
to the project and determining how to satisfy them1 Input
bull Quality Improvement
bull Quality Policy
bull
Project Descriptionbull Standard Regulation
2 Tools and Techniques
bull BenefitCost Analysis
bull Benchmarking
bull Flowcharting
3 Outputs
bull Quality Management Planbull Operational Definitions]
bull Checklist
PLAN
882019 eDragon - Understanding Quality
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882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3852
Quality Control - monitoring specific project results to
determine if they comply with the relevant quality standards and identify ways to eliminate causes of unsatisfactory performance
1 Inputbull Works resultsbull Quality Mngt Planbull Operational Definitionbull Checklist
2 Tools and Techniquesbull Inspectionbull Seven New Quality Control Tools
(Pareto Analysis Data ndash Tables Cause-Effect Analysis Trend Analysis
Histograms Scatter Diagrams Control Charts) and other ManagementTools and Techniques
3 Outputsbull Quality Improvementsbull
Acceptance Decisionsbull Reworkbull Completed Checklistbull Process Adjustments
CHECK
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3952
Quality Improvement - includes taking action to increase theeffectiveness and efficiency of the project maintaining and improving the current standard
1 Input
bull Quality Improvement Philosophy and Principles
2 Tools and Techniquesbull Suggestion Schemebull 5rsquos (Sort Systematize Sweep Sanitize Self -Discipline)bull Work Simplification (Work Measurement amp Work Study)
bull Quality Circlebull ISO 9000 (Quality Management System Standards)
3 Output
bull Improved Quality Standard
ACT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4052
FIVE TYPES OF PROBLEMS
Compliance
Unstructured
Efficiency
Process Design
Product Design
CONTINUOUS PROCESS IMPROVEMENT
882019 eDragon - Understanding Quality
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CONTINUOUS PROCESS IMPROVEMENTCYCLE
Phase IIdentify the Opportunity
Phase 2Analyze the process
Phase 3
Develop theoptimal solution(s)
Phase 4
Implementation
Phae 5 Study
the results
Phase 7Plan for the future
Phase 6Standardize
the solution
Act Plan
DoStudy
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4252
A good quality assurance system in theconstruction will
bull
Identify objectives and standardsbull Be multifunctional and preventionoriented
bull Plan for collection and use data in acycle of continuous improvement
bull Plan for the establishment of andmaintenance of performance measure
Why Quality Assurance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4352
Document Control To ensure
employees have the correct proceduresand the procedures are properlymaintained
Audits To verify quality procedures arebeing followed
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4452
Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 452
HISTORICAL REVIEW OF QUALITY CONTROL
In 1954Joseph MJuran taught Japanesemanagements their responsibility toachieve quality In 1960 the first quality control circleswere formed SQC techniques were being applied by Japanese workers1970rsquos US managers were learning fromJapan Quality implementation miraclesIn 1980rsquos TQM principles and methodsbecame popular(also in auto industry)In 1990rsquos the ISO 9000 model became
the world-wide standard for QMS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 552
The common element of the businessdefinitions is that the quality of a product orservice refers to the perception of the degree towhich the product or service meets thecustomers expectations
Quality has no specific meaning unless relatedto a specific function andor object
Quality is a perceptual conditional andsomewhat subjective attribute
QUALITY
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 652
BUSINESS HAS TRIED TO DEFINE QUALITY IN APRODUCER-CONSUMER CONTEXT WITH THE
FOLLOWING VARIATIONS
ISO 9000 Degree to which a set ofinherent characteristic fulfillsrequirements The standard defines
requirement as need or expectation
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 752
BUSINESS HAS TRIED TO DEFINE QUALITY IN APRODUCER-CONSUMER CONTEXT WITH THE
FOLLOWING VARIATIONS
Six Sigma Number of defects per millionopportunities The metric is tied in with amethodology and a management system
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 852
BUSINESS HAS TRIED TO DEFINE QUALITY IN APRODUCER-CONSUMER CONTEXT WITH THE
FOLLOWING VARIATIONS
Joseph M Juran Fitness for use Fitness isdefined by the customer
Noriaki Kano presenting a two-dimensionalmodel of quality must-be quality andattractive quality The former is near to the
fitness for use and the latter is what thecustomer would love but has not yet thoughtabout
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 952
Genichi Taguchi with two definitions
Uniformity around a target value The idea isto lower the standard deviation in outcomesand to keep the range of outcomes to a certainnumber of standard deviations with rareexceptions
The loss a product imposes on society after itis shipped This definition of quality is basedon a more comprehensive view of theproduction system
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1052
American Society for Quality
A subjective term for which each person has his orher own definition
In technical usage quality can have two meaningsthe characteristics of a product or service thatbear on its ability to satisfy stated or impliedneeds
A product or service free of deficiencies
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1152
Peter Drucker
Quality in a product or serviceis not what the supplier putsin It is what the customer getsout and is willing to pay for
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1252
For DesignAesthetics (good design taste)Functionality (design does what it is intended
to meet building code requirements)Safety (safe for occupiers meet building coderequirements)
Cost (within clientrsquos budget)
Quality Concepts
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1352
For Construction
bull Workmanship (quality of constructedwork)
bull Integrity (according to drawings andspecifications)
bull Completion time in the projectaccording to clients requirements
Quality Concepts
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1452
Zero Defects ndash states that there is no tolerancefor errors within the system The goal of allprocesses is to avoid defects in the product orservice
The Customer is the Next Person in the Process ndash
based on providing the internal organization asystem that ensures the product or service istransferred to the next person in the process in acomplete and correct manner
Quality Concepts
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1552
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1652
EFFECTS OF POOR QUALITY
Low customer satisfactionLow productivity sales amp profit
Low morale of workforceMore re-work material amp labour costsHigh inspection costs
Delay in shippingHigh repair costsHigher inventory costs
Greater waste of material
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1752
BENEFITS OF QUALITY
Higher customer satisfactionReliable productsservicesBetter efficiency of operations
More productivity amp profitBetter morale of work forceLess wastage costsLess Inspection costs
Improved processMore market shareSpread of happiness amp prosperityBetter quality of life for all
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1852
QUALITY
QuicklyUnderstand amp
Act OnLosses
InnovativelyTechnical ( Theoretical )Yield
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1952
TOTAL QUALITY MANAGEMENT(TQM) ndash
European Construction Institute (1993)recommends the following objectives to achieveTQM in construction
C ndash Commitment by top managementO ndash Organization and structure for totalquality management
N- Normal financial controlS ndash Supplier relationshipsT ndash Training education and safetyawareness
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2052
TOTAL QUALITY MANAGEMENT(TQM)
R ndash Relationships with customersU ndash understanding and commitment byemployees
C ndash CommunicationsT ndash TeamworkI ndash Independent certification to ISO 9000
O ndash Objective measurementN ndash Natural use of tools and techniques
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2152
WHAT IS CUSTOMER SATISFACTION
Is it due to Product quality
Is it due to pricing
Is it due to good customer service
Is it due to company reputation
Is it something more
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2252
CUSTOMER SATISFACTION
Customer is the Boss orrsquoKingrsquoCustomer dictates the market trends and directionCustomer not only has needs to be supplied( basicperformance functions)
Also he lsquowants what he wantsrsquo( additional features satisfy himand influence his purchase decision)Hence the Suppliers and Manufacturers have to closely followat the heel of the customer
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2352
CUSTOMER TYPES
External and Internal customers
External ndash current prospective and lost customers
Internal ndash Every person in a process is a customer of theprevious operation( applies todesignmanufacturingsalessupplies etc) [Each workershould see that the quality meets expectations of the nextperson in the supplier-to-customer chain ]
TQM is commitment to customer-focus - internal andexternal customers
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2452
INTERNAL CUSTOMERSUPPLIERRELATIONSHIPS
Questions asked by people to their internalcustomers
What do you need from meWhat do you do with my output
Are there any gaps between what you need
and what you getGood team-work and inter-Departmentalharmony is required Also the leaders role in
supervising the internal customer-supplier
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2552
TQM AND CUSTOMER QUALITY PERCEPTS
TQM is quality management and managementof quality ndash there is no full stop and no break inthe chainContinuous process (quality) improvement is allits aboutWhy One important reason is the customer
quality level is not static and his expectationskeep changing and his demands tooAlso plant process dynamics- how to achievemaximum efficiency optimizing cost and
erformance in the rocess o erations
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2652
The ldquoplan -do-check-actrdquo cycle is the basisfor qualityimprovement
Quality improvementinitiatives can improvethe quality of projectmanagement as wellas the quality of theproduct
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2752
7 HABITS OF HIGHLY EFFECTIVE PEOPLE( STEPHEN COVEY)
Be pro-active
Begin with the end in mind
Put first things first ( refCoveyrsquos Time managementmatrix pg35)
Think win-win
Seek first to understand then to be understood
SynergySharpen the saw
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2852
QUALITY MANAGEMENT
PROGRAM
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2952
QUALITY MANAGEMENT COMPLEMENTSPROJECT MANAGEMENT
QM amp PM both recognize the importance of
four (4) basic principles
Customer satisfaction
Prevention over inspectionManagement responsibility
Continuous improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3052
PROJECT QUALITY MANAGEMENT
bull provides all the tools to make sure your project turnsout as planned
bull harnessing everyonersquos effort to achieve zero defects atlowest cost and zero defects means continuallysatisfying customer requirements
bull I s viewed as a total commitment to manage a firmrsquosresources to achieve the highest levels of performance ineverything in which the firm is involved
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3152
PROJECT QUALITY MANAGEMENT
is a method for ensuring that allthe activities necessary to designdevelop and implement a productor service are effective and
efficient with respect to thesystem and its performance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3252
Attitude of mind
QualityAssurance
QualityControl
Quality of managementprocess
Quality of theproduct
Ultimate Goal
Achieving a
quality product
CurativeMedicine
Preventivemedicine
Achieving Quality on Projects
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3352
Approach to project
quality
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3452
Quality Assurance Strategy
Test andInspection
Quality Control
Quality Assurance withContinuous Improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3552
PLAN-DO-CHECK-ACT CYCLE
DO
QUALITY ASSURANCE
PLAN
QUALITY PLAN
CHECK
QUALITY CONTROL
ACT
QUALITY IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3652
Quality Planning ndash identify which quality standards are relevant
to the project and determining how to satisfy them1 Input
bull Quality Improvement
bull Quality Policy
bull
Project Descriptionbull Standard Regulation
2 Tools and Techniques
bull BenefitCost Analysis
bull Benchmarking
bull Flowcharting
3 Outputs
bull Quality Management Planbull Operational Definitions]
bull Checklist
PLAN
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3752
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3852
Quality Control - monitoring specific project results to
determine if they comply with the relevant quality standards and identify ways to eliminate causes of unsatisfactory performance
1 Inputbull Works resultsbull Quality Mngt Planbull Operational Definitionbull Checklist
2 Tools and Techniquesbull Inspectionbull Seven New Quality Control Tools
(Pareto Analysis Data ndash Tables Cause-Effect Analysis Trend Analysis
Histograms Scatter Diagrams Control Charts) and other ManagementTools and Techniques
3 Outputsbull Quality Improvementsbull
Acceptance Decisionsbull Reworkbull Completed Checklistbull Process Adjustments
CHECK
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3952
Quality Improvement - includes taking action to increase theeffectiveness and efficiency of the project maintaining and improving the current standard
1 Input
bull Quality Improvement Philosophy and Principles
2 Tools and Techniquesbull Suggestion Schemebull 5rsquos (Sort Systematize Sweep Sanitize Self -Discipline)bull Work Simplification (Work Measurement amp Work Study)
bull Quality Circlebull ISO 9000 (Quality Management System Standards)
3 Output
bull Improved Quality Standard
ACT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4052
FIVE TYPES OF PROBLEMS
Compliance
Unstructured
Efficiency
Process Design
Product Design
CONTINUOUS PROCESS IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4152
CONTINUOUS PROCESS IMPROVEMENTCYCLE
Phase IIdentify the Opportunity
Phase 2Analyze the process
Phase 3
Develop theoptimal solution(s)
Phase 4
Implementation
Phae 5 Study
the results
Phase 7Plan for the future
Phase 6Standardize
the solution
Act Plan
DoStudy
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4252
A good quality assurance system in theconstruction will
bull
Identify objectives and standardsbull Be multifunctional and preventionoriented
bull Plan for collection and use data in acycle of continuous improvement
bull Plan for the establishment of andmaintenance of performance measure
Why Quality Assurance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4352
Document Control To ensure
employees have the correct proceduresand the procedures are properlymaintained
Audits To verify quality procedures arebeing followed
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4452
Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 552
The common element of the businessdefinitions is that the quality of a product orservice refers to the perception of the degree towhich the product or service meets thecustomers expectations
Quality has no specific meaning unless relatedto a specific function andor object
Quality is a perceptual conditional andsomewhat subjective attribute
QUALITY
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 652
BUSINESS HAS TRIED TO DEFINE QUALITY IN APRODUCER-CONSUMER CONTEXT WITH THE
FOLLOWING VARIATIONS
ISO 9000 Degree to which a set ofinherent characteristic fulfillsrequirements The standard defines
requirement as need or expectation
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 752
BUSINESS HAS TRIED TO DEFINE QUALITY IN APRODUCER-CONSUMER CONTEXT WITH THE
FOLLOWING VARIATIONS
Six Sigma Number of defects per millionopportunities The metric is tied in with amethodology and a management system
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 852
BUSINESS HAS TRIED TO DEFINE QUALITY IN APRODUCER-CONSUMER CONTEXT WITH THE
FOLLOWING VARIATIONS
Joseph M Juran Fitness for use Fitness isdefined by the customer
Noriaki Kano presenting a two-dimensionalmodel of quality must-be quality andattractive quality The former is near to the
fitness for use and the latter is what thecustomer would love but has not yet thoughtabout
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 952
Genichi Taguchi with two definitions
Uniformity around a target value The idea isto lower the standard deviation in outcomesand to keep the range of outcomes to a certainnumber of standard deviations with rareexceptions
The loss a product imposes on society after itis shipped This definition of quality is basedon a more comprehensive view of theproduction system
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1052
American Society for Quality
A subjective term for which each person has his orher own definition
In technical usage quality can have two meaningsthe characteristics of a product or service thatbear on its ability to satisfy stated or impliedneeds
A product or service free of deficiencies
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1152
Peter Drucker
Quality in a product or serviceis not what the supplier putsin It is what the customer getsout and is willing to pay for
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1252
For DesignAesthetics (good design taste)Functionality (design does what it is intended
to meet building code requirements)Safety (safe for occupiers meet building coderequirements)
Cost (within clientrsquos budget)
Quality Concepts
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1352
For Construction
bull Workmanship (quality of constructedwork)
bull Integrity (according to drawings andspecifications)
bull Completion time in the projectaccording to clients requirements
Quality Concepts
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1452
Zero Defects ndash states that there is no tolerancefor errors within the system The goal of allprocesses is to avoid defects in the product orservice
The Customer is the Next Person in the Process ndash
based on providing the internal organization asystem that ensures the product or service istransferred to the next person in the process in acomplete and correct manner
Quality Concepts
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1552
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1652
EFFECTS OF POOR QUALITY
Low customer satisfactionLow productivity sales amp profit
Low morale of workforceMore re-work material amp labour costsHigh inspection costs
Delay in shippingHigh repair costsHigher inventory costs
Greater waste of material
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1752
BENEFITS OF QUALITY
Higher customer satisfactionReliable productsservicesBetter efficiency of operations
More productivity amp profitBetter morale of work forceLess wastage costsLess Inspection costs
Improved processMore market shareSpread of happiness amp prosperityBetter quality of life for all
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1852
QUALITY
QuicklyUnderstand amp
Act OnLosses
InnovativelyTechnical ( Theoretical )Yield
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1952
TOTAL QUALITY MANAGEMENT(TQM) ndash
European Construction Institute (1993)recommends the following objectives to achieveTQM in construction
C ndash Commitment by top managementO ndash Organization and structure for totalquality management
N- Normal financial controlS ndash Supplier relationshipsT ndash Training education and safetyawareness
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2052
TOTAL QUALITY MANAGEMENT(TQM)
R ndash Relationships with customersU ndash understanding and commitment byemployees
C ndash CommunicationsT ndash TeamworkI ndash Independent certification to ISO 9000
O ndash Objective measurementN ndash Natural use of tools and techniques
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2152
WHAT IS CUSTOMER SATISFACTION
Is it due to Product quality
Is it due to pricing
Is it due to good customer service
Is it due to company reputation
Is it something more
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2252
CUSTOMER SATISFACTION
Customer is the Boss orrsquoKingrsquoCustomer dictates the market trends and directionCustomer not only has needs to be supplied( basicperformance functions)
Also he lsquowants what he wantsrsquo( additional features satisfy himand influence his purchase decision)Hence the Suppliers and Manufacturers have to closely followat the heel of the customer
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2352
CUSTOMER TYPES
External and Internal customers
External ndash current prospective and lost customers
Internal ndash Every person in a process is a customer of theprevious operation( applies todesignmanufacturingsalessupplies etc) [Each workershould see that the quality meets expectations of the nextperson in the supplier-to-customer chain ]
TQM is commitment to customer-focus - internal andexternal customers
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2452
INTERNAL CUSTOMERSUPPLIERRELATIONSHIPS
Questions asked by people to their internalcustomers
What do you need from meWhat do you do with my output
Are there any gaps between what you need
and what you getGood team-work and inter-Departmentalharmony is required Also the leaders role in
supervising the internal customer-supplier
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2552
TQM AND CUSTOMER QUALITY PERCEPTS
TQM is quality management and managementof quality ndash there is no full stop and no break inthe chainContinuous process (quality) improvement is allits aboutWhy One important reason is the customer
quality level is not static and his expectationskeep changing and his demands tooAlso plant process dynamics- how to achievemaximum efficiency optimizing cost and
erformance in the rocess o erations
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2652
The ldquoplan -do-check-actrdquo cycle is the basisfor qualityimprovement
Quality improvementinitiatives can improvethe quality of projectmanagement as wellas the quality of theproduct
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2752
7 HABITS OF HIGHLY EFFECTIVE PEOPLE( STEPHEN COVEY)
Be pro-active
Begin with the end in mind
Put first things first ( refCoveyrsquos Time managementmatrix pg35)
Think win-win
Seek first to understand then to be understood
SynergySharpen the saw
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2852
QUALITY MANAGEMENT
PROGRAM
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2952
QUALITY MANAGEMENT COMPLEMENTSPROJECT MANAGEMENT
QM amp PM both recognize the importance of
four (4) basic principles
Customer satisfaction
Prevention over inspectionManagement responsibility
Continuous improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3052
PROJECT QUALITY MANAGEMENT
bull provides all the tools to make sure your project turnsout as planned
bull harnessing everyonersquos effort to achieve zero defects atlowest cost and zero defects means continuallysatisfying customer requirements
bull I s viewed as a total commitment to manage a firmrsquosresources to achieve the highest levels of performance ineverything in which the firm is involved
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3152
PROJECT QUALITY MANAGEMENT
is a method for ensuring that allthe activities necessary to designdevelop and implement a productor service are effective and
efficient with respect to thesystem and its performance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3252
Attitude of mind
QualityAssurance
QualityControl
Quality of managementprocess
Quality of theproduct
Ultimate Goal
Achieving a
quality product
CurativeMedicine
Preventivemedicine
Achieving Quality on Projects
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3352
Approach to project
quality
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3452
Quality Assurance Strategy
Test andInspection
Quality Control
Quality Assurance withContinuous Improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3552
PLAN-DO-CHECK-ACT CYCLE
DO
QUALITY ASSURANCE
PLAN
QUALITY PLAN
CHECK
QUALITY CONTROL
ACT
QUALITY IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3652
Quality Planning ndash identify which quality standards are relevant
to the project and determining how to satisfy them1 Input
bull Quality Improvement
bull Quality Policy
bull
Project Descriptionbull Standard Regulation
2 Tools and Techniques
bull BenefitCost Analysis
bull Benchmarking
bull Flowcharting
3 Outputs
bull Quality Management Planbull Operational Definitions]
bull Checklist
PLAN
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3752
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3852
Quality Control - monitoring specific project results to
determine if they comply with the relevant quality standards and identify ways to eliminate causes of unsatisfactory performance
1 Inputbull Works resultsbull Quality Mngt Planbull Operational Definitionbull Checklist
2 Tools and Techniquesbull Inspectionbull Seven New Quality Control Tools
(Pareto Analysis Data ndash Tables Cause-Effect Analysis Trend Analysis
Histograms Scatter Diagrams Control Charts) and other ManagementTools and Techniques
3 Outputsbull Quality Improvementsbull
Acceptance Decisionsbull Reworkbull Completed Checklistbull Process Adjustments
CHECK
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3952
Quality Improvement - includes taking action to increase theeffectiveness and efficiency of the project maintaining and improving the current standard
1 Input
bull Quality Improvement Philosophy and Principles
2 Tools and Techniquesbull Suggestion Schemebull 5rsquos (Sort Systematize Sweep Sanitize Self -Discipline)bull Work Simplification (Work Measurement amp Work Study)
bull Quality Circlebull ISO 9000 (Quality Management System Standards)
3 Output
bull Improved Quality Standard
ACT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4052
FIVE TYPES OF PROBLEMS
Compliance
Unstructured
Efficiency
Process Design
Product Design
CONTINUOUS PROCESS IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4152
CONTINUOUS PROCESS IMPROVEMENTCYCLE
Phase IIdentify the Opportunity
Phase 2Analyze the process
Phase 3
Develop theoptimal solution(s)
Phase 4
Implementation
Phae 5 Study
the results
Phase 7Plan for the future
Phase 6Standardize
the solution
Act Plan
DoStudy
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4252
A good quality assurance system in theconstruction will
bull
Identify objectives and standardsbull Be multifunctional and preventionoriented
bull Plan for collection and use data in acycle of continuous improvement
bull Plan for the establishment of andmaintenance of performance measure
Why Quality Assurance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4352
Document Control To ensure
employees have the correct proceduresand the procedures are properlymaintained
Audits To verify quality procedures arebeing followed
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4452
Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 652
BUSINESS HAS TRIED TO DEFINE QUALITY IN APRODUCER-CONSUMER CONTEXT WITH THE
FOLLOWING VARIATIONS
ISO 9000 Degree to which a set ofinherent characteristic fulfillsrequirements The standard defines
requirement as need or expectation
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 752
BUSINESS HAS TRIED TO DEFINE QUALITY IN APRODUCER-CONSUMER CONTEXT WITH THE
FOLLOWING VARIATIONS
Six Sigma Number of defects per millionopportunities The metric is tied in with amethodology and a management system
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 852
BUSINESS HAS TRIED TO DEFINE QUALITY IN APRODUCER-CONSUMER CONTEXT WITH THE
FOLLOWING VARIATIONS
Joseph M Juran Fitness for use Fitness isdefined by the customer
Noriaki Kano presenting a two-dimensionalmodel of quality must-be quality andattractive quality The former is near to the
fitness for use and the latter is what thecustomer would love but has not yet thoughtabout
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 952
Genichi Taguchi with two definitions
Uniformity around a target value The idea isto lower the standard deviation in outcomesand to keep the range of outcomes to a certainnumber of standard deviations with rareexceptions
The loss a product imposes on society after itis shipped This definition of quality is basedon a more comprehensive view of theproduction system
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1052
American Society for Quality
A subjective term for which each person has his orher own definition
In technical usage quality can have two meaningsthe characteristics of a product or service thatbear on its ability to satisfy stated or impliedneeds
A product or service free of deficiencies
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1152
Peter Drucker
Quality in a product or serviceis not what the supplier putsin It is what the customer getsout and is willing to pay for
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1252
For DesignAesthetics (good design taste)Functionality (design does what it is intended
to meet building code requirements)Safety (safe for occupiers meet building coderequirements)
Cost (within clientrsquos budget)
Quality Concepts
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1352
For Construction
bull Workmanship (quality of constructedwork)
bull Integrity (according to drawings andspecifications)
bull Completion time in the projectaccording to clients requirements
Quality Concepts
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1452
Zero Defects ndash states that there is no tolerancefor errors within the system The goal of allprocesses is to avoid defects in the product orservice
The Customer is the Next Person in the Process ndash
based on providing the internal organization asystem that ensures the product or service istransferred to the next person in the process in acomplete and correct manner
Quality Concepts
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1552
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1652
EFFECTS OF POOR QUALITY
Low customer satisfactionLow productivity sales amp profit
Low morale of workforceMore re-work material amp labour costsHigh inspection costs
Delay in shippingHigh repair costsHigher inventory costs
Greater waste of material
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1752
BENEFITS OF QUALITY
Higher customer satisfactionReliable productsservicesBetter efficiency of operations
More productivity amp profitBetter morale of work forceLess wastage costsLess Inspection costs
Improved processMore market shareSpread of happiness amp prosperityBetter quality of life for all
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1852
QUALITY
QuicklyUnderstand amp
Act OnLosses
InnovativelyTechnical ( Theoretical )Yield
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1952
TOTAL QUALITY MANAGEMENT(TQM) ndash
European Construction Institute (1993)recommends the following objectives to achieveTQM in construction
C ndash Commitment by top managementO ndash Organization and structure for totalquality management
N- Normal financial controlS ndash Supplier relationshipsT ndash Training education and safetyawareness
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2052
TOTAL QUALITY MANAGEMENT(TQM)
R ndash Relationships with customersU ndash understanding and commitment byemployees
C ndash CommunicationsT ndash TeamworkI ndash Independent certification to ISO 9000
O ndash Objective measurementN ndash Natural use of tools and techniques
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2152
WHAT IS CUSTOMER SATISFACTION
Is it due to Product quality
Is it due to pricing
Is it due to good customer service
Is it due to company reputation
Is it something more
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2252
CUSTOMER SATISFACTION
Customer is the Boss orrsquoKingrsquoCustomer dictates the market trends and directionCustomer not only has needs to be supplied( basicperformance functions)
Also he lsquowants what he wantsrsquo( additional features satisfy himand influence his purchase decision)Hence the Suppliers and Manufacturers have to closely followat the heel of the customer
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2352
CUSTOMER TYPES
External and Internal customers
External ndash current prospective and lost customers
Internal ndash Every person in a process is a customer of theprevious operation( applies todesignmanufacturingsalessupplies etc) [Each workershould see that the quality meets expectations of the nextperson in the supplier-to-customer chain ]
TQM is commitment to customer-focus - internal andexternal customers
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2452
INTERNAL CUSTOMERSUPPLIERRELATIONSHIPS
Questions asked by people to their internalcustomers
What do you need from meWhat do you do with my output
Are there any gaps between what you need
and what you getGood team-work and inter-Departmentalharmony is required Also the leaders role in
supervising the internal customer-supplier
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2552
TQM AND CUSTOMER QUALITY PERCEPTS
TQM is quality management and managementof quality ndash there is no full stop and no break inthe chainContinuous process (quality) improvement is allits aboutWhy One important reason is the customer
quality level is not static and his expectationskeep changing and his demands tooAlso plant process dynamics- how to achievemaximum efficiency optimizing cost and
erformance in the rocess o erations
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2652
The ldquoplan -do-check-actrdquo cycle is the basisfor qualityimprovement
Quality improvementinitiatives can improvethe quality of projectmanagement as wellas the quality of theproduct
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2752
7 HABITS OF HIGHLY EFFECTIVE PEOPLE( STEPHEN COVEY)
Be pro-active
Begin with the end in mind
Put first things first ( refCoveyrsquos Time managementmatrix pg35)
Think win-win
Seek first to understand then to be understood
SynergySharpen the saw
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2852
QUALITY MANAGEMENT
PROGRAM
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2952
QUALITY MANAGEMENT COMPLEMENTSPROJECT MANAGEMENT
QM amp PM both recognize the importance of
four (4) basic principles
Customer satisfaction
Prevention over inspectionManagement responsibility
Continuous improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3052
PROJECT QUALITY MANAGEMENT
bull provides all the tools to make sure your project turnsout as planned
bull harnessing everyonersquos effort to achieve zero defects atlowest cost and zero defects means continuallysatisfying customer requirements
bull I s viewed as a total commitment to manage a firmrsquosresources to achieve the highest levels of performance ineverything in which the firm is involved
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3152
PROJECT QUALITY MANAGEMENT
is a method for ensuring that allthe activities necessary to designdevelop and implement a productor service are effective and
efficient with respect to thesystem and its performance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3252
Attitude of mind
QualityAssurance
QualityControl
Quality of managementprocess
Quality of theproduct
Ultimate Goal
Achieving a
quality product
CurativeMedicine
Preventivemedicine
Achieving Quality on Projects
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3352
Approach to project
quality
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3452
Quality Assurance Strategy
Test andInspection
Quality Control
Quality Assurance withContinuous Improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3552
PLAN-DO-CHECK-ACT CYCLE
DO
QUALITY ASSURANCE
PLAN
QUALITY PLAN
CHECK
QUALITY CONTROL
ACT
QUALITY IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3652
Quality Planning ndash identify which quality standards are relevant
to the project and determining how to satisfy them1 Input
bull Quality Improvement
bull Quality Policy
bull
Project Descriptionbull Standard Regulation
2 Tools and Techniques
bull BenefitCost Analysis
bull Benchmarking
bull Flowcharting
3 Outputs
bull Quality Management Planbull Operational Definitions]
bull Checklist
PLAN
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3752
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3852
Quality Control - monitoring specific project results to
determine if they comply with the relevant quality standards and identify ways to eliminate causes of unsatisfactory performance
1 Inputbull Works resultsbull Quality Mngt Planbull Operational Definitionbull Checklist
2 Tools and Techniquesbull Inspectionbull Seven New Quality Control Tools
(Pareto Analysis Data ndash Tables Cause-Effect Analysis Trend Analysis
Histograms Scatter Diagrams Control Charts) and other ManagementTools and Techniques
3 Outputsbull Quality Improvementsbull
Acceptance Decisionsbull Reworkbull Completed Checklistbull Process Adjustments
CHECK
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3952
Quality Improvement - includes taking action to increase theeffectiveness and efficiency of the project maintaining and improving the current standard
1 Input
bull Quality Improvement Philosophy and Principles
2 Tools and Techniquesbull Suggestion Schemebull 5rsquos (Sort Systematize Sweep Sanitize Self -Discipline)bull Work Simplification (Work Measurement amp Work Study)
bull Quality Circlebull ISO 9000 (Quality Management System Standards)
3 Output
bull Improved Quality Standard
ACT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4052
FIVE TYPES OF PROBLEMS
Compliance
Unstructured
Efficiency
Process Design
Product Design
CONTINUOUS PROCESS IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4152
CONTINUOUS PROCESS IMPROVEMENTCYCLE
Phase IIdentify the Opportunity
Phase 2Analyze the process
Phase 3
Develop theoptimal solution(s)
Phase 4
Implementation
Phae 5 Study
the results
Phase 7Plan for the future
Phase 6Standardize
the solution
Act Plan
DoStudy
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4252
A good quality assurance system in theconstruction will
bull
Identify objectives and standardsbull Be multifunctional and preventionoriented
bull Plan for collection and use data in acycle of continuous improvement
bull Plan for the establishment of andmaintenance of performance measure
Why Quality Assurance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4352
Document Control To ensure
employees have the correct proceduresand the procedures are properlymaintained
Audits To verify quality procedures arebeing followed
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4452
Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 752
BUSINESS HAS TRIED TO DEFINE QUALITY IN APRODUCER-CONSUMER CONTEXT WITH THE
FOLLOWING VARIATIONS
Six Sigma Number of defects per millionopportunities The metric is tied in with amethodology and a management system
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 852
BUSINESS HAS TRIED TO DEFINE QUALITY IN APRODUCER-CONSUMER CONTEXT WITH THE
FOLLOWING VARIATIONS
Joseph M Juran Fitness for use Fitness isdefined by the customer
Noriaki Kano presenting a two-dimensionalmodel of quality must-be quality andattractive quality The former is near to the
fitness for use and the latter is what thecustomer would love but has not yet thoughtabout
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 952
Genichi Taguchi with two definitions
Uniformity around a target value The idea isto lower the standard deviation in outcomesand to keep the range of outcomes to a certainnumber of standard deviations with rareexceptions
The loss a product imposes on society after itis shipped This definition of quality is basedon a more comprehensive view of theproduction system
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1052
American Society for Quality
A subjective term for which each person has his orher own definition
In technical usage quality can have two meaningsthe characteristics of a product or service thatbear on its ability to satisfy stated or impliedneeds
A product or service free of deficiencies
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1152
Peter Drucker
Quality in a product or serviceis not what the supplier putsin It is what the customer getsout and is willing to pay for
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1252
For DesignAesthetics (good design taste)Functionality (design does what it is intended
to meet building code requirements)Safety (safe for occupiers meet building coderequirements)
Cost (within clientrsquos budget)
Quality Concepts
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1352
For Construction
bull Workmanship (quality of constructedwork)
bull Integrity (according to drawings andspecifications)
bull Completion time in the projectaccording to clients requirements
Quality Concepts
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1452
Zero Defects ndash states that there is no tolerancefor errors within the system The goal of allprocesses is to avoid defects in the product orservice
The Customer is the Next Person in the Process ndash
based on providing the internal organization asystem that ensures the product or service istransferred to the next person in the process in acomplete and correct manner
Quality Concepts
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1552
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1652
EFFECTS OF POOR QUALITY
Low customer satisfactionLow productivity sales amp profit
Low morale of workforceMore re-work material amp labour costsHigh inspection costs
Delay in shippingHigh repair costsHigher inventory costs
Greater waste of material
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1752
BENEFITS OF QUALITY
Higher customer satisfactionReliable productsservicesBetter efficiency of operations
More productivity amp profitBetter morale of work forceLess wastage costsLess Inspection costs
Improved processMore market shareSpread of happiness amp prosperityBetter quality of life for all
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1852
QUALITY
QuicklyUnderstand amp
Act OnLosses
InnovativelyTechnical ( Theoretical )Yield
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1952
TOTAL QUALITY MANAGEMENT(TQM) ndash
European Construction Institute (1993)recommends the following objectives to achieveTQM in construction
C ndash Commitment by top managementO ndash Organization and structure for totalquality management
N- Normal financial controlS ndash Supplier relationshipsT ndash Training education and safetyawareness
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2052
TOTAL QUALITY MANAGEMENT(TQM)
R ndash Relationships with customersU ndash understanding and commitment byemployees
C ndash CommunicationsT ndash TeamworkI ndash Independent certification to ISO 9000
O ndash Objective measurementN ndash Natural use of tools and techniques
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2152
WHAT IS CUSTOMER SATISFACTION
Is it due to Product quality
Is it due to pricing
Is it due to good customer service
Is it due to company reputation
Is it something more
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2252
CUSTOMER SATISFACTION
Customer is the Boss orrsquoKingrsquoCustomer dictates the market trends and directionCustomer not only has needs to be supplied( basicperformance functions)
Also he lsquowants what he wantsrsquo( additional features satisfy himand influence his purchase decision)Hence the Suppliers and Manufacturers have to closely followat the heel of the customer
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2352
CUSTOMER TYPES
External and Internal customers
External ndash current prospective and lost customers
Internal ndash Every person in a process is a customer of theprevious operation( applies todesignmanufacturingsalessupplies etc) [Each workershould see that the quality meets expectations of the nextperson in the supplier-to-customer chain ]
TQM is commitment to customer-focus - internal andexternal customers
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2452
INTERNAL CUSTOMERSUPPLIERRELATIONSHIPS
Questions asked by people to their internalcustomers
What do you need from meWhat do you do with my output
Are there any gaps between what you need
and what you getGood team-work and inter-Departmentalharmony is required Also the leaders role in
supervising the internal customer-supplier
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2552
TQM AND CUSTOMER QUALITY PERCEPTS
TQM is quality management and managementof quality ndash there is no full stop and no break inthe chainContinuous process (quality) improvement is allits aboutWhy One important reason is the customer
quality level is not static and his expectationskeep changing and his demands tooAlso plant process dynamics- how to achievemaximum efficiency optimizing cost and
erformance in the rocess o erations
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2652
The ldquoplan -do-check-actrdquo cycle is the basisfor qualityimprovement
Quality improvementinitiatives can improvethe quality of projectmanagement as wellas the quality of theproduct
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2752
7 HABITS OF HIGHLY EFFECTIVE PEOPLE( STEPHEN COVEY)
Be pro-active
Begin with the end in mind
Put first things first ( refCoveyrsquos Time managementmatrix pg35)
Think win-win
Seek first to understand then to be understood
SynergySharpen the saw
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2852
QUALITY MANAGEMENT
PROGRAM
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2952
QUALITY MANAGEMENT COMPLEMENTSPROJECT MANAGEMENT
QM amp PM both recognize the importance of
four (4) basic principles
Customer satisfaction
Prevention over inspectionManagement responsibility
Continuous improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3052
PROJECT QUALITY MANAGEMENT
bull provides all the tools to make sure your project turnsout as planned
bull harnessing everyonersquos effort to achieve zero defects atlowest cost and zero defects means continuallysatisfying customer requirements
bull I s viewed as a total commitment to manage a firmrsquosresources to achieve the highest levels of performance ineverything in which the firm is involved
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3152
PROJECT QUALITY MANAGEMENT
is a method for ensuring that allthe activities necessary to designdevelop and implement a productor service are effective and
efficient with respect to thesystem and its performance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3252
Attitude of mind
QualityAssurance
QualityControl
Quality of managementprocess
Quality of theproduct
Ultimate Goal
Achieving a
quality product
CurativeMedicine
Preventivemedicine
Achieving Quality on Projects
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3352
Approach to project
quality
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3452
Quality Assurance Strategy
Test andInspection
Quality Control
Quality Assurance withContinuous Improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3552
PLAN-DO-CHECK-ACT CYCLE
DO
QUALITY ASSURANCE
PLAN
QUALITY PLAN
CHECK
QUALITY CONTROL
ACT
QUALITY IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3652
Quality Planning ndash identify which quality standards are relevant
to the project and determining how to satisfy them1 Input
bull Quality Improvement
bull Quality Policy
bull
Project Descriptionbull Standard Regulation
2 Tools and Techniques
bull BenefitCost Analysis
bull Benchmarking
bull Flowcharting
3 Outputs
bull Quality Management Planbull Operational Definitions]
bull Checklist
PLAN
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3752
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3852
Quality Control - monitoring specific project results to
determine if they comply with the relevant quality standards and identify ways to eliminate causes of unsatisfactory performance
1 Inputbull Works resultsbull Quality Mngt Planbull Operational Definitionbull Checklist
2 Tools and Techniquesbull Inspectionbull Seven New Quality Control Tools
(Pareto Analysis Data ndash Tables Cause-Effect Analysis Trend Analysis
Histograms Scatter Diagrams Control Charts) and other ManagementTools and Techniques
3 Outputsbull Quality Improvementsbull
Acceptance Decisionsbull Reworkbull Completed Checklistbull Process Adjustments
CHECK
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3952
Quality Improvement - includes taking action to increase theeffectiveness and efficiency of the project maintaining and improving the current standard
1 Input
bull Quality Improvement Philosophy and Principles
2 Tools and Techniquesbull Suggestion Schemebull 5rsquos (Sort Systematize Sweep Sanitize Self -Discipline)bull Work Simplification (Work Measurement amp Work Study)
bull Quality Circlebull ISO 9000 (Quality Management System Standards)
3 Output
bull Improved Quality Standard
ACT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4052
FIVE TYPES OF PROBLEMS
Compliance
Unstructured
Efficiency
Process Design
Product Design
CONTINUOUS PROCESS IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4152
CONTINUOUS PROCESS IMPROVEMENTCYCLE
Phase IIdentify the Opportunity
Phase 2Analyze the process
Phase 3
Develop theoptimal solution(s)
Phase 4
Implementation
Phae 5 Study
the results
Phase 7Plan for the future
Phase 6Standardize
the solution
Act Plan
DoStudy
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4252
A good quality assurance system in theconstruction will
bull
Identify objectives and standardsbull Be multifunctional and preventionoriented
bull Plan for collection and use data in acycle of continuous improvement
bull Plan for the establishment of andmaintenance of performance measure
Why Quality Assurance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4352
Document Control To ensure
employees have the correct proceduresand the procedures are properlymaintained
Audits To verify quality procedures arebeing followed
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4452
Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 852
BUSINESS HAS TRIED TO DEFINE QUALITY IN APRODUCER-CONSUMER CONTEXT WITH THE
FOLLOWING VARIATIONS
Joseph M Juran Fitness for use Fitness isdefined by the customer
Noriaki Kano presenting a two-dimensionalmodel of quality must-be quality andattractive quality The former is near to the
fitness for use and the latter is what thecustomer would love but has not yet thoughtabout
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 952
Genichi Taguchi with two definitions
Uniformity around a target value The idea isto lower the standard deviation in outcomesand to keep the range of outcomes to a certainnumber of standard deviations with rareexceptions
The loss a product imposes on society after itis shipped This definition of quality is basedon a more comprehensive view of theproduction system
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1052
American Society for Quality
A subjective term for which each person has his orher own definition
In technical usage quality can have two meaningsthe characteristics of a product or service thatbear on its ability to satisfy stated or impliedneeds
A product or service free of deficiencies
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1152
Peter Drucker
Quality in a product or serviceis not what the supplier putsin It is what the customer getsout and is willing to pay for
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1252
For DesignAesthetics (good design taste)Functionality (design does what it is intended
to meet building code requirements)Safety (safe for occupiers meet building coderequirements)
Cost (within clientrsquos budget)
Quality Concepts
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1352
For Construction
bull Workmanship (quality of constructedwork)
bull Integrity (according to drawings andspecifications)
bull Completion time in the projectaccording to clients requirements
Quality Concepts
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1452
Zero Defects ndash states that there is no tolerancefor errors within the system The goal of allprocesses is to avoid defects in the product orservice
The Customer is the Next Person in the Process ndash
based on providing the internal organization asystem that ensures the product or service istransferred to the next person in the process in acomplete and correct manner
Quality Concepts
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1552
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1652
EFFECTS OF POOR QUALITY
Low customer satisfactionLow productivity sales amp profit
Low morale of workforceMore re-work material amp labour costsHigh inspection costs
Delay in shippingHigh repair costsHigher inventory costs
Greater waste of material
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1752
BENEFITS OF QUALITY
Higher customer satisfactionReliable productsservicesBetter efficiency of operations
More productivity amp profitBetter morale of work forceLess wastage costsLess Inspection costs
Improved processMore market shareSpread of happiness amp prosperityBetter quality of life for all
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1852
QUALITY
QuicklyUnderstand amp
Act OnLosses
InnovativelyTechnical ( Theoretical )Yield
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1952
TOTAL QUALITY MANAGEMENT(TQM) ndash
European Construction Institute (1993)recommends the following objectives to achieveTQM in construction
C ndash Commitment by top managementO ndash Organization and structure for totalquality management
N- Normal financial controlS ndash Supplier relationshipsT ndash Training education and safetyawareness
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2052
TOTAL QUALITY MANAGEMENT(TQM)
R ndash Relationships with customersU ndash understanding and commitment byemployees
C ndash CommunicationsT ndash TeamworkI ndash Independent certification to ISO 9000
O ndash Objective measurementN ndash Natural use of tools and techniques
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2152
WHAT IS CUSTOMER SATISFACTION
Is it due to Product quality
Is it due to pricing
Is it due to good customer service
Is it due to company reputation
Is it something more
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2252
CUSTOMER SATISFACTION
Customer is the Boss orrsquoKingrsquoCustomer dictates the market trends and directionCustomer not only has needs to be supplied( basicperformance functions)
Also he lsquowants what he wantsrsquo( additional features satisfy himand influence his purchase decision)Hence the Suppliers and Manufacturers have to closely followat the heel of the customer
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2352
CUSTOMER TYPES
External and Internal customers
External ndash current prospective and lost customers
Internal ndash Every person in a process is a customer of theprevious operation( applies todesignmanufacturingsalessupplies etc) [Each workershould see that the quality meets expectations of the nextperson in the supplier-to-customer chain ]
TQM is commitment to customer-focus - internal andexternal customers
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2452
INTERNAL CUSTOMERSUPPLIERRELATIONSHIPS
Questions asked by people to their internalcustomers
What do you need from meWhat do you do with my output
Are there any gaps between what you need
and what you getGood team-work and inter-Departmentalharmony is required Also the leaders role in
supervising the internal customer-supplier
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2552
TQM AND CUSTOMER QUALITY PERCEPTS
TQM is quality management and managementof quality ndash there is no full stop and no break inthe chainContinuous process (quality) improvement is allits aboutWhy One important reason is the customer
quality level is not static and his expectationskeep changing and his demands tooAlso plant process dynamics- how to achievemaximum efficiency optimizing cost and
erformance in the rocess o erations
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2652
The ldquoplan -do-check-actrdquo cycle is the basisfor qualityimprovement
Quality improvementinitiatives can improvethe quality of projectmanagement as wellas the quality of theproduct
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2752
7 HABITS OF HIGHLY EFFECTIVE PEOPLE( STEPHEN COVEY)
Be pro-active
Begin with the end in mind
Put first things first ( refCoveyrsquos Time managementmatrix pg35)
Think win-win
Seek first to understand then to be understood
SynergySharpen the saw
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2852
QUALITY MANAGEMENT
PROGRAM
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2952
QUALITY MANAGEMENT COMPLEMENTSPROJECT MANAGEMENT
QM amp PM both recognize the importance of
four (4) basic principles
Customer satisfaction
Prevention over inspectionManagement responsibility
Continuous improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3052
PROJECT QUALITY MANAGEMENT
bull provides all the tools to make sure your project turnsout as planned
bull harnessing everyonersquos effort to achieve zero defects atlowest cost and zero defects means continuallysatisfying customer requirements
bull I s viewed as a total commitment to manage a firmrsquosresources to achieve the highest levels of performance ineverything in which the firm is involved
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3152
PROJECT QUALITY MANAGEMENT
is a method for ensuring that allthe activities necessary to designdevelop and implement a productor service are effective and
efficient with respect to thesystem and its performance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3252
Attitude of mind
QualityAssurance
QualityControl
Quality of managementprocess
Quality of theproduct
Ultimate Goal
Achieving a
quality product
CurativeMedicine
Preventivemedicine
Achieving Quality on Projects
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3352
Approach to project
quality
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3452
Quality Assurance Strategy
Test andInspection
Quality Control
Quality Assurance withContinuous Improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3552
PLAN-DO-CHECK-ACT CYCLE
DO
QUALITY ASSURANCE
PLAN
QUALITY PLAN
CHECK
QUALITY CONTROL
ACT
QUALITY IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3652
Quality Planning ndash identify which quality standards are relevant
to the project and determining how to satisfy them1 Input
bull Quality Improvement
bull Quality Policy
bull
Project Descriptionbull Standard Regulation
2 Tools and Techniques
bull BenefitCost Analysis
bull Benchmarking
bull Flowcharting
3 Outputs
bull Quality Management Planbull Operational Definitions]
bull Checklist
PLAN
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3752
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3852
Quality Control - monitoring specific project results to
determine if they comply with the relevant quality standards and identify ways to eliminate causes of unsatisfactory performance
1 Inputbull Works resultsbull Quality Mngt Planbull Operational Definitionbull Checklist
2 Tools and Techniquesbull Inspectionbull Seven New Quality Control Tools
(Pareto Analysis Data ndash Tables Cause-Effect Analysis Trend Analysis
Histograms Scatter Diagrams Control Charts) and other ManagementTools and Techniques
3 Outputsbull Quality Improvementsbull
Acceptance Decisionsbull Reworkbull Completed Checklistbull Process Adjustments
CHECK
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3952
Quality Improvement - includes taking action to increase theeffectiveness and efficiency of the project maintaining and improving the current standard
1 Input
bull Quality Improvement Philosophy and Principles
2 Tools and Techniquesbull Suggestion Schemebull 5rsquos (Sort Systematize Sweep Sanitize Self -Discipline)bull Work Simplification (Work Measurement amp Work Study)
bull Quality Circlebull ISO 9000 (Quality Management System Standards)
3 Output
bull Improved Quality Standard
ACT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4052
FIVE TYPES OF PROBLEMS
Compliance
Unstructured
Efficiency
Process Design
Product Design
CONTINUOUS PROCESS IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4152
CONTINUOUS PROCESS IMPROVEMENTCYCLE
Phase IIdentify the Opportunity
Phase 2Analyze the process
Phase 3
Develop theoptimal solution(s)
Phase 4
Implementation
Phae 5 Study
the results
Phase 7Plan for the future
Phase 6Standardize
the solution
Act Plan
DoStudy
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4252
A good quality assurance system in theconstruction will
bull
Identify objectives and standardsbull Be multifunctional and preventionoriented
bull Plan for collection and use data in acycle of continuous improvement
bull Plan for the establishment of andmaintenance of performance measure
Why Quality Assurance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4352
Document Control To ensure
employees have the correct proceduresand the procedures are properlymaintained
Audits To verify quality procedures arebeing followed
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4452
Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 952
Genichi Taguchi with two definitions
Uniformity around a target value The idea isto lower the standard deviation in outcomesand to keep the range of outcomes to a certainnumber of standard deviations with rareexceptions
The loss a product imposes on society after itis shipped This definition of quality is basedon a more comprehensive view of theproduction system
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1052
American Society for Quality
A subjective term for which each person has his orher own definition
In technical usage quality can have two meaningsthe characteristics of a product or service thatbear on its ability to satisfy stated or impliedneeds
A product or service free of deficiencies
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1152
Peter Drucker
Quality in a product or serviceis not what the supplier putsin It is what the customer getsout and is willing to pay for
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1252
For DesignAesthetics (good design taste)Functionality (design does what it is intended
to meet building code requirements)Safety (safe for occupiers meet building coderequirements)
Cost (within clientrsquos budget)
Quality Concepts
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1352
For Construction
bull Workmanship (quality of constructedwork)
bull Integrity (according to drawings andspecifications)
bull Completion time in the projectaccording to clients requirements
Quality Concepts
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1452
Zero Defects ndash states that there is no tolerancefor errors within the system The goal of allprocesses is to avoid defects in the product orservice
The Customer is the Next Person in the Process ndash
based on providing the internal organization asystem that ensures the product or service istransferred to the next person in the process in acomplete and correct manner
Quality Concepts
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1552
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1652
EFFECTS OF POOR QUALITY
Low customer satisfactionLow productivity sales amp profit
Low morale of workforceMore re-work material amp labour costsHigh inspection costs
Delay in shippingHigh repair costsHigher inventory costs
Greater waste of material
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1752
BENEFITS OF QUALITY
Higher customer satisfactionReliable productsservicesBetter efficiency of operations
More productivity amp profitBetter morale of work forceLess wastage costsLess Inspection costs
Improved processMore market shareSpread of happiness amp prosperityBetter quality of life for all
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1852
QUALITY
QuicklyUnderstand amp
Act OnLosses
InnovativelyTechnical ( Theoretical )Yield
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1952
TOTAL QUALITY MANAGEMENT(TQM) ndash
European Construction Institute (1993)recommends the following objectives to achieveTQM in construction
C ndash Commitment by top managementO ndash Organization and structure for totalquality management
N- Normal financial controlS ndash Supplier relationshipsT ndash Training education and safetyawareness
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2052
TOTAL QUALITY MANAGEMENT(TQM)
R ndash Relationships with customersU ndash understanding and commitment byemployees
C ndash CommunicationsT ndash TeamworkI ndash Independent certification to ISO 9000
O ndash Objective measurementN ndash Natural use of tools and techniques
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2152
WHAT IS CUSTOMER SATISFACTION
Is it due to Product quality
Is it due to pricing
Is it due to good customer service
Is it due to company reputation
Is it something more
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2252
CUSTOMER SATISFACTION
Customer is the Boss orrsquoKingrsquoCustomer dictates the market trends and directionCustomer not only has needs to be supplied( basicperformance functions)
Also he lsquowants what he wantsrsquo( additional features satisfy himand influence his purchase decision)Hence the Suppliers and Manufacturers have to closely followat the heel of the customer
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2352
CUSTOMER TYPES
External and Internal customers
External ndash current prospective and lost customers
Internal ndash Every person in a process is a customer of theprevious operation( applies todesignmanufacturingsalessupplies etc) [Each workershould see that the quality meets expectations of the nextperson in the supplier-to-customer chain ]
TQM is commitment to customer-focus - internal andexternal customers
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2452
INTERNAL CUSTOMERSUPPLIERRELATIONSHIPS
Questions asked by people to their internalcustomers
What do you need from meWhat do you do with my output
Are there any gaps between what you need
and what you getGood team-work and inter-Departmentalharmony is required Also the leaders role in
supervising the internal customer-supplier
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2552
TQM AND CUSTOMER QUALITY PERCEPTS
TQM is quality management and managementof quality ndash there is no full stop and no break inthe chainContinuous process (quality) improvement is allits aboutWhy One important reason is the customer
quality level is not static and his expectationskeep changing and his demands tooAlso plant process dynamics- how to achievemaximum efficiency optimizing cost and
erformance in the rocess o erations
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2652
The ldquoplan -do-check-actrdquo cycle is the basisfor qualityimprovement
Quality improvementinitiatives can improvethe quality of projectmanagement as wellas the quality of theproduct
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2752
7 HABITS OF HIGHLY EFFECTIVE PEOPLE( STEPHEN COVEY)
Be pro-active
Begin with the end in mind
Put first things first ( refCoveyrsquos Time managementmatrix pg35)
Think win-win
Seek first to understand then to be understood
SynergySharpen the saw
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2852
QUALITY MANAGEMENT
PROGRAM
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2952
QUALITY MANAGEMENT COMPLEMENTSPROJECT MANAGEMENT
QM amp PM both recognize the importance of
four (4) basic principles
Customer satisfaction
Prevention over inspectionManagement responsibility
Continuous improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3052
PROJECT QUALITY MANAGEMENT
bull provides all the tools to make sure your project turnsout as planned
bull harnessing everyonersquos effort to achieve zero defects atlowest cost and zero defects means continuallysatisfying customer requirements
bull I s viewed as a total commitment to manage a firmrsquosresources to achieve the highest levels of performance ineverything in which the firm is involved
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3152
PROJECT QUALITY MANAGEMENT
is a method for ensuring that allthe activities necessary to designdevelop and implement a productor service are effective and
efficient with respect to thesystem and its performance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3252
Attitude of mind
QualityAssurance
QualityControl
Quality of managementprocess
Quality of theproduct
Ultimate Goal
Achieving a
quality product
CurativeMedicine
Preventivemedicine
Achieving Quality on Projects
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3352
Approach to project
quality
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3452
Quality Assurance Strategy
Test andInspection
Quality Control
Quality Assurance withContinuous Improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3552
PLAN-DO-CHECK-ACT CYCLE
DO
QUALITY ASSURANCE
PLAN
QUALITY PLAN
CHECK
QUALITY CONTROL
ACT
QUALITY IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3652
Quality Planning ndash identify which quality standards are relevant
to the project and determining how to satisfy them1 Input
bull Quality Improvement
bull Quality Policy
bull
Project Descriptionbull Standard Regulation
2 Tools and Techniques
bull BenefitCost Analysis
bull Benchmarking
bull Flowcharting
3 Outputs
bull Quality Management Planbull Operational Definitions]
bull Checklist
PLAN
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3752
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3852
Quality Control - monitoring specific project results to
determine if they comply with the relevant quality standards and identify ways to eliminate causes of unsatisfactory performance
1 Inputbull Works resultsbull Quality Mngt Planbull Operational Definitionbull Checklist
2 Tools and Techniquesbull Inspectionbull Seven New Quality Control Tools
(Pareto Analysis Data ndash Tables Cause-Effect Analysis Trend Analysis
Histograms Scatter Diagrams Control Charts) and other ManagementTools and Techniques
3 Outputsbull Quality Improvementsbull
Acceptance Decisionsbull Reworkbull Completed Checklistbull Process Adjustments
CHECK
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3952
Quality Improvement - includes taking action to increase theeffectiveness and efficiency of the project maintaining and improving the current standard
1 Input
bull Quality Improvement Philosophy and Principles
2 Tools and Techniquesbull Suggestion Schemebull 5rsquos (Sort Systematize Sweep Sanitize Self -Discipline)bull Work Simplification (Work Measurement amp Work Study)
bull Quality Circlebull ISO 9000 (Quality Management System Standards)
3 Output
bull Improved Quality Standard
ACT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4052
FIVE TYPES OF PROBLEMS
Compliance
Unstructured
Efficiency
Process Design
Product Design
CONTINUOUS PROCESS IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4152
CONTINUOUS PROCESS IMPROVEMENTCYCLE
Phase IIdentify the Opportunity
Phase 2Analyze the process
Phase 3
Develop theoptimal solution(s)
Phase 4
Implementation
Phae 5 Study
the results
Phase 7Plan for the future
Phase 6Standardize
the solution
Act Plan
DoStudy
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4252
A good quality assurance system in theconstruction will
bull
Identify objectives and standardsbull Be multifunctional and preventionoriented
bull Plan for collection and use data in acycle of continuous improvement
bull Plan for the establishment of andmaintenance of performance measure
Why Quality Assurance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4352
Document Control To ensure
employees have the correct proceduresand the procedures are properlymaintained
Audits To verify quality procedures arebeing followed
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4452
Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1052
American Society for Quality
A subjective term for which each person has his orher own definition
In technical usage quality can have two meaningsthe characteristics of a product or service thatbear on its ability to satisfy stated or impliedneeds
A product or service free of deficiencies
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1152
Peter Drucker
Quality in a product or serviceis not what the supplier putsin It is what the customer getsout and is willing to pay for
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1252
For DesignAesthetics (good design taste)Functionality (design does what it is intended
to meet building code requirements)Safety (safe for occupiers meet building coderequirements)
Cost (within clientrsquos budget)
Quality Concepts
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1352
For Construction
bull Workmanship (quality of constructedwork)
bull Integrity (according to drawings andspecifications)
bull Completion time in the projectaccording to clients requirements
Quality Concepts
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1452
Zero Defects ndash states that there is no tolerancefor errors within the system The goal of allprocesses is to avoid defects in the product orservice
The Customer is the Next Person in the Process ndash
based on providing the internal organization asystem that ensures the product or service istransferred to the next person in the process in acomplete and correct manner
Quality Concepts
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1552
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1652
EFFECTS OF POOR QUALITY
Low customer satisfactionLow productivity sales amp profit
Low morale of workforceMore re-work material amp labour costsHigh inspection costs
Delay in shippingHigh repair costsHigher inventory costs
Greater waste of material
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1752
BENEFITS OF QUALITY
Higher customer satisfactionReliable productsservicesBetter efficiency of operations
More productivity amp profitBetter morale of work forceLess wastage costsLess Inspection costs
Improved processMore market shareSpread of happiness amp prosperityBetter quality of life for all
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1852
QUALITY
QuicklyUnderstand amp
Act OnLosses
InnovativelyTechnical ( Theoretical )Yield
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1952
TOTAL QUALITY MANAGEMENT(TQM) ndash
European Construction Institute (1993)recommends the following objectives to achieveTQM in construction
C ndash Commitment by top managementO ndash Organization and structure for totalquality management
N- Normal financial controlS ndash Supplier relationshipsT ndash Training education and safetyawareness
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2052
TOTAL QUALITY MANAGEMENT(TQM)
R ndash Relationships with customersU ndash understanding and commitment byemployees
C ndash CommunicationsT ndash TeamworkI ndash Independent certification to ISO 9000
O ndash Objective measurementN ndash Natural use of tools and techniques
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2152
WHAT IS CUSTOMER SATISFACTION
Is it due to Product quality
Is it due to pricing
Is it due to good customer service
Is it due to company reputation
Is it something more
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2252
CUSTOMER SATISFACTION
Customer is the Boss orrsquoKingrsquoCustomer dictates the market trends and directionCustomer not only has needs to be supplied( basicperformance functions)
Also he lsquowants what he wantsrsquo( additional features satisfy himand influence his purchase decision)Hence the Suppliers and Manufacturers have to closely followat the heel of the customer
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2352
CUSTOMER TYPES
External and Internal customers
External ndash current prospective and lost customers
Internal ndash Every person in a process is a customer of theprevious operation( applies todesignmanufacturingsalessupplies etc) [Each workershould see that the quality meets expectations of the nextperson in the supplier-to-customer chain ]
TQM is commitment to customer-focus - internal andexternal customers
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2452
INTERNAL CUSTOMERSUPPLIERRELATIONSHIPS
Questions asked by people to their internalcustomers
What do you need from meWhat do you do with my output
Are there any gaps between what you need
and what you getGood team-work and inter-Departmentalharmony is required Also the leaders role in
supervising the internal customer-supplier
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2552
TQM AND CUSTOMER QUALITY PERCEPTS
TQM is quality management and managementof quality ndash there is no full stop and no break inthe chainContinuous process (quality) improvement is allits aboutWhy One important reason is the customer
quality level is not static and his expectationskeep changing and his demands tooAlso plant process dynamics- how to achievemaximum efficiency optimizing cost and
erformance in the rocess o erations
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2652
The ldquoplan -do-check-actrdquo cycle is the basisfor qualityimprovement
Quality improvementinitiatives can improvethe quality of projectmanagement as wellas the quality of theproduct
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2752
7 HABITS OF HIGHLY EFFECTIVE PEOPLE( STEPHEN COVEY)
Be pro-active
Begin with the end in mind
Put first things first ( refCoveyrsquos Time managementmatrix pg35)
Think win-win
Seek first to understand then to be understood
SynergySharpen the saw
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2852
QUALITY MANAGEMENT
PROGRAM
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2952
QUALITY MANAGEMENT COMPLEMENTSPROJECT MANAGEMENT
QM amp PM both recognize the importance of
four (4) basic principles
Customer satisfaction
Prevention over inspectionManagement responsibility
Continuous improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3052
PROJECT QUALITY MANAGEMENT
bull provides all the tools to make sure your project turnsout as planned
bull harnessing everyonersquos effort to achieve zero defects atlowest cost and zero defects means continuallysatisfying customer requirements
bull I s viewed as a total commitment to manage a firmrsquosresources to achieve the highest levels of performance ineverything in which the firm is involved
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3152
PROJECT QUALITY MANAGEMENT
is a method for ensuring that allthe activities necessary to designdevelop and implement a productor service are effective and
efficient with respect to thesystem and its performance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3252
Attitude of mind
QualityAssurance
QualityControl
Quality of managementprocess
Quality of theproduct
Ultimate Goal
Achieving a
quality product
CurativeMedicine
Preventivemedicine
Achieving Quality on Projects
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3352
Approach to project
quality
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3452
Quality Assurance Strategy
Test andInspection
Quality Control
Quality Assurance withContinuous Improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3552
PLAN-DO-CHECK-ACT CYCLE
DO
QUALITY ASSURANCE
PLAN
QUALITY PLAN
CHECK
QUALITY CONTROL
ACT
QUALITY IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3652
Quality Planning ndash identify which quality standards are relevant
to the project and determining how to satisfy them1 Input
bull Quality Improvement
bull Quality Policy
bull
Project Descriptionbull Standard Regulation
2 Tools and Techniques
bull BenefitCost Analysis
bull Benchmarking
bull Flowcharting
3 Outputs
bull Quality Management Planbull Operational Definitions]
bull Checklist
PLAN
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3752
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3852
Quality Control - monitoring specific project results to
determine if they comply with the relevant quality standards and identify ways to eliminate causes of unsatisfactory performance
1 Inputbull Works resultsbull Quality Mngt Planbull Operational Definitionbull Checklist
2 Tools and Techniquesbull Inspectionbull Seven New Quality Control Tools
(Pareto Analysis Data ndash Tables Cause-Effect Analysis Trend Analysis
Histograms Scatter Diagrams Control Charts) and other ManagementTools and Techniques
3 Outputsbull Quality Improvementsbull
Acceptance Decisionsbull Reworkbull Completed Checklistbull Process Adjustments
CHECK
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3952
Quality Improvement - includes taking action to increase theeffectiveness and efficiency of the project maintaining and improving the current standard
1 Input
bull Quality Improvement Philosophy and Principles
2 Tools and Techniquesbull Suggestion Schemebull 5rsquos (Sort Systematize Sweep Sanitize Self -Discipline)bull Work Simplification (Work Measurement amp Work Study)
bull Quality Circlebull ISO 9000 (Quality Management System Standards)
3 Output
bull Improved Quality Standard
ACT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4052
FIVE TYPES OF PROBLEMS
Compliance
Unstructured
Efficiency
Process Design
Product Design
CONTINUOUS PROCESS IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4152
CONTINUOUS PROCESS IMPROVEMENTCYCLE
Phase IIdentify the Opportunity
Phase 2Analyze the process
Phase 3
Develop theoptimal solution(s)
Phase 4
Implementation
Phae 5 Study
the results
Phase 7Plan for the future
Phase 6Standardize
the solution
Act Plan
DoStudy
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4252
A good quality assurance system in theconstruction will
bull
Identify objectives and standardsbull Be multifunctional and preventionoriented
bull Plan for collection and use data in acycle of continuous improvement
bull Plan for the establishment of andmaintenance of performance measure
Why Quality Assurance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4352
Document Control To ensure
employees have the correct proceduresand the procedures are properlymaintained
Audits To verify quality procedures arebeing followed
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4452
Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1152
Peter Drucker
Quality in a product or serviceis not what the supplier putsin It is what the customer getsout and is willing to pay for
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1252
For DesignAesthetics (good design taste)Functionality (design does what it is intended
to meet building code requirements)Safety (safe for occupiers meet building coderequirements)
Cost (within clientrsquos budget)
Quality Concepts
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1352
For Construction
bull Workmanship (quality of constructedwork)
bull Integrity (according to drawings andspecifications)
bull Completion time in the projectaccording to clients requirements
Quality Concepts
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1452
Zero Defects ndash states that there is no tolerancefor errors within the system The goal of allprocesses is to avoid defects in the product orservice
The Customer is the Next Person in the Process ndash
based on providing the internal organization asystem that ensures the product or service istransferred to the next person in the process in acomplete and correct manner
Quality Concepts
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1552
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1652
EFFECTS OF POOR QUALITY
Low customer satisfactionLow productivity sales amp profit
Low morale of workforceMore re-work material amp labour costsHigh inspection costs
Delay in shippingHigh repair costsHigher inventory costs
Greater waste of material
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1752
BENEFITS OF QUALITY
Higher customer satisfactionReliable productsservicesBetter efficiency of operations
More productivity amp profitBetter morale of work forceLess wastage costsLess Inspection costs
Improved processMore market shareSpread of happiness amp prosperityBetter quality of life for all
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1852
QUALITY
QuicklyUnderstand amp
Act OnLosses
InnovativelyTechnical ( Theoretical )Yield
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1952
TOTAL QUALITY MANAGEMENT(TQM) ndash
European Construction Institute (1993)recommends the following objectives to achieveTQM in construction
C ndash Commitment by top managementO ndash Organization and structure for totalquality management
N- Normal financial controlS ndash Supplier relationshipsT ndash Training education and safetyawareness
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2052
TOTAL QUALITY MANAGEMENT(TQM)
R ndash Relationships with customersU ndash understanding and commitment byemployees
C ndash CommunicationsT ndash TeamworkI ndash Independent certification to ISO 9000
O ndash Objective measurementN ndash Natural use of tools and techniques
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2152
WHAT IS CUSTOMER SATISFACTION
Is it due to Product quality
Is it due to pricing
Is it due to good customer service
Is it due to company reputation
Is it something more
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2252
CUSTOMER SATISFACTION
Customer is the Boss orrsquoKingrsquoCustomer dictates the market trends and directionCustomer not only has needs to be supplied( basicperformance functions)
Also he lsquowants what he wantsrsquo( additional features satisfy himand influence his purchase decision)Hence the Suppliers and Manufacturers have to closely followat the heel of the customer
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2352
CUSTOMER TYPES
External and Internal customers
External ndash current prospective and lost customers
Internal ndash Every person in a process is a customer of theprevious operation( applies todesignmanufacturingsalessupplies etc) [Each workershould see that the quality meets expectations of the nextperson in the supplier-to-customer chain ]
TQM is commitment to customer-focus - internal andexternal customers
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2452
INTERNAL CUSTOMERSUPPLIERRELATIONSHIPS
Questions asked by people to their internalcustomers
What do you need from meWhat do you do with my output
Are there any gaps between what you need
and what you getGood team-work and inter-Departmentalharmony is required Also the leaders role in
supervising the internal customer-supplier
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2552
TQM AND CUSTOMER QUALITY PERCEPTS
TQM is quality management and managementof quality ndash there is no full stop and no break inthe chainContinuous process (quality) improvement is allits aboutWhy One important reason is the customer
quality level is not static and his expectationskeep changing and his demands tooAlso plant process dynamics- how to achievemaximum efficiency optimizing cost and
erformance in the rocess o erations
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2652
The ldquoplan -do-check-actrdquo cycle is the basisfor qualityimprovement
Quality improvementinitiatives can improvethe quality of projectmanagement as wellas the quality of theproduct
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2752
7 HABITS OF HIGHLY EFFECTIVE PEOPLE( STEPHEN COVEY)
Be pro-active
Begin with the end in mind
Put first things first ( refCoveyrsquos Time managementmatrix pg35)
Think win-win
Seek first to understand then to be understood
SynergySharpen the saw
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2852
QUALITY MANAGEMENT
PROGRAM
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2952
QUALITY MANAGEMENT COMPLEMENTSPROJECT MANAGEMENT
QM amp PM both recognize the importance of
four (4) basic principles
Customer satisfaction
Prevention over inspectionManagement responsibility
Continuous improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3052
PROJECT QUALITY MANAGEMENT
bull provides all the tools to make sure your project turnsout as planned
bull harnessing everyonersquos effort to achieve zero defects atlowest cost and zero defects means continuallysatisfying customer requirements
bull I s viewed as a total commitment to manage a firmrsquosresources to achieve the highest levels of performance ineverything in which the firm is involved
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3152
PROJECT QUALITY MANAGEMENT
is a method for ensuring that allthe activities necessary to designdevelop and implement a productor service are effective and
efficient with respect to thesystem and its performance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3252
Attitude of mind
QualityAssurance
QualityControl
Quality of managementprocess
Quality of theproduct
Ultimate Goal
Achieving a
quality product
CurativeMedicine
Preventivemedicine
Achieving Quality on Projects
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3352
Approach to project
quality
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3452
Quality Assurance Strategy
Test andInspection
Quality Control
Quality Assurance withContinuous Improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3552
PLAN-DO-CHECK-ACT CYCLE
DO
QUALITY ASSURANCE
PLAN
QUALITY PLAN
CHECK
QUALITY CONTROL
ACT
QUALITY IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3652
Quality Planning ndash identify which quality standards are relevant
to the project and determining how to satisfy them1 Input
bull Quality Improvement
bull Quality Policy
bull
Project Descriptionbull Standard Regulation
2 Tools and Techniques
bull BenefitCost Analysis
bull Benchmarking
bull Flowcharting
3 Outputs
bull Quality Management Planbull Operational Definitions]
bull Checklist
PLAN
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3752
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3852
Quality Control - monitoring specific project results to
determine if they comply with the relevant quality standards and identify ways to eliminate causes of unsatisfactory performance
1 Inputbull Works resultsbull Quality Mngt Planbull Operational Definitionbull Checklist
2 Tools and Techniquesbull Inspectionbull Seven New Quality Control Tools
(Pareto Analysis Data ndash Tables Cause-Effect Analysis Trend Analysis
Histograms Scatter Diagrams Control Charts) and other ManagementTools and Techniques
3 Outputsbull Quality Improvementsbull
Acceptance Decisionsbull Reworkbull Completed Checklistbull Process Adjustments
CHECK
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3952
Quality Improvement - includes taking action to increase theeffectiveness and efficiency of the project maintaining and improving the current standard
1 Input
bull Quality Improvement Philosophy and Principles
2 Tools and Techniquesbull Suggestion Schemebull 5rsquos (Sort Systematize Sweep Sanitize Self -Discipline)bull Work Simplification (Work Measurement amp Work Study)
bull Quality Circlebull ISO 9000 (Quality Management System Standards)
3 Output
bull Improved Quality Standard
ACT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4052
FIVE TYPES OF PROBLEMS
Compliance
Unstructured
Efficiency
Process Design
Product Design
CONTINUOUS PROCESS IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4152
CONTINUOUS PROCESS IMPROVEMENTCYCLE
Phase IIdentify the Opportunity
Phase 2Analyze the process
Phase 3
Develop theoptimal solution(s)
Phase 4
Implementation
Phae 5 Study
the results
Phase 7Plan for the future
Phase 6Standardize
the solution
Act Plan
DoStudy
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4252
A good quality assurance system in theconstruction will
bull
Identify objectives and standardsbull Be multifunctional and preventionoriented
bull Plan for collection and use data in acycle of continuous improvement
bull Plan for the establishment of andmaintenance of performance measure
Why Quality Assurance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4352
Document Control To ensure
employees have the correct proceduresand the procedures are properlymaintained
Audits To verify quality procedures arebeing followed
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4452
Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1252
For DesignAesthetics (good design taste)Functionality (design does what it is intended
to meet building code requirements)Safety (safe for occupiers meet building coderequirements)
Cost (within clientrsquos budget)
Quality Concepts
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1352
For Construction
bull Workmanship (quality of constructedwork)
bull Integrity (according to drawings andspecifications)
bull Completion time in the projectaccording to clients requirements
Quality Concepts
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1452
Zero Defects ndash states that there is no tolerancefor errors within the system The goal of allprocesses is to avoid defects in the product orservice
The Customer is the Next Person in the Process ndash
based on providing the internal organization asystem that ensures the product or service istransferred to the next person in the process in acomplete and correct manner
Quality Concepts
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1552
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1652
EFFECTS OF POOR QUALITY
Low customer satisfactionLow productivity sales amp profit
Low morale of workforceMore re-work material amp labour costsHigh inspection costs
Delay in shippingHigh repair costsHigher inventory costs
Greater waste of material
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1752
BENEFITS OF QUALITY
Higher customer satisfactionReliable productsservicesBetter efficiency of operations
More productivity amp profitBetter morale of work forceLess wastage costsLess Inspection costs
Improved processMore market shareSpread of happiness amp prosperityBetter quality of life for all
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1852
QUALITY
QuicklyUnderstand amp
Act OnLosses
InnovativelyTechnical ( Theoretical )Yield
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1952
TOTAL QUALITY MANAGEMENT(TQM) ndash
European Construction Institute (1993)recommends the following objectives to achieveTQM in construction
C ndash Commitment by top managementO ndash Organization and structure for totalquality management
N- Normal financial controlS ndash Supplier relationshipsT ndash Training education and safetyawareness
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2052
TOTAL QUALITY MANAGEMENT(TQM)
R ndash Relationships with customersU ndash understanding and commitment byemployees
C ndash CommunicationsT ndash TeamworkI ndash Independent certification to ISO 9000
O ndash Objective measurementN ndash Natural use of tools and techniques
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2152
WHAT IS CUSTOMER SATISFACTION
Is it due to Product quality
Is it due to pricing
Is it due to good customer service
Is it due to company reputation
Is it something more
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2252
CUSTOMER SATISFACTION
Customer is the Boss orrsquoKingrsquoCustomer dictates the market trends and directionCustomer not only has needs to be supplied( basicperformance functions)
Also he lsquowants what he wantsrsquo( additional features satisfy himand influence his purchase decision)Hence the Suppliers and Manufacturers have to closely followat the heel of the customer
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2352
CUSTOMER TYPES
External and Internal customers
External ndash current prospective and lost customers
Internal ndash Every person in a process is a customer of theprevious operation( applies todesignmanufacturingsalessupplies etc) [Each workershould see that the quality meets expectations of the nextperson in the supplier-to-customer chain ]
TQM is commitment to customer-focus - internal andexternal customers
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2452
INTERNAL CUSTOMERSUPPLIERRELATIONSHIPS
Questions asked by people to their internalcustomers
What do you need from meWhat do you do with my output
Are there any gaps between what you need
and what you getGood team-work and inter-Departmentalharmony is required Also the leaders role in
supervising the internal customer-supplier
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2552
TQM AND CUSTOMER QUALITY PERCEPTS
TQM is quality management and managementof quality ndash there is no full stop and no break inthe chainContinuous process (quality) improvement is allits aboutWhy One important reason is the customer
quality level is not static and his expectationskeep changing and his demands tooAlso plant process dynamics- how to achievemaximum efficiency optimizing cost and
erformance in the rocess o erations
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2652
The ldquoplan -do-check-actrdquo cycle is the basisfor qualityimprovement
Quality improvementinitiatives can improvethe quality of projectmanagement as wellas the quality of theproduct
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2752
7 HABITS OF HIGHLY EFFECTIVE PEOPLE( STEPHEN COVEY)
Be pro-active
Begin with the end in mind
Put first things first ( refCoveyrsquos Time managementmatrix pg35)
Think win-win
Seek first to understand then to be understood
SynergySharpen the saw
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2852
QUALITY MANAGEMENT
PROGRAM
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2952
QUALITY MANAGEMENT COMPLEMENTSPROJECT MANAGEMENT
QM amp PM both recognize the importance of
four (4) basic principles
Customer satisfaction
Prevention over inspectionManagement responsibility
Continuous improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3052
PROJECT QUALITY MANAGEMENT
bull provides all the tools to make sure your project turnsout as planned
bull harnessing everyonersquos effort to achieve zero defects atlowest cost and zero defects means continuallysatisfying customer requirements
bull I s viewed as a total commitment to manage a firmrsquosresources to achieve the highest levels of performance ineverything in which the firm is involved
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3152
PROJECT QUALITY MANAGEMENT
is a method for ensuring that allthe activities necessary to designdevelop and implement a productor service are effective and
efficient with respect to thesystem and its performance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3252
Attitude of mind
QualityAssurance
QualityControl
Quality of managementprocess
Quality of theproduct
Ultimate Goal
Achieving a
quality product
CurativeMedicine
Preventivemedicine
Achieving Quality on Projects
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3352
Approach to project
quality
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3452
Quality Assurance Strategy
Test andInspection
Quality Control
Quality Assurance withContinuous Improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3552
PLAN-DO-CHECK-ACT CYCLE
DO
QUALITY ASSURANCE
PLAN
QUALITY PLAN
CHECK
QUALITY CONTROL
ACT
QUALITY IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3652
Quality Planning ndash identify which quality standards are relevant
to the project and determining how to satisfy them1 Input
bull Quality Improvement
bull Quality Policy
bull
Project Descriptionbull Standard Regulation
2 Tools and Techniques
bull BenefitCost Analysis
bull Benchmarking
bull Flowcharting
3 Outputs
bull Quality Management Planbull Operational Definitions]
bull Checklist
PLAN
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3752
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3852
Quality Control - monitoring specific project results to
determine if they comply with the relevant quality standards and identify ways to eliminate causes of unsatisfactory performance
1 Inputbull Works resultsbull Quality Mngt Planbull Operational Definitionbull Checklist
2 Tools and Techniquesbull Inspectionbull Seven New Quality Control Tools
(Pareto Analysis Data ndash Tables Cause-Effect Analysis Trend Analysis
Histograms Scatter Diagrams Control Charts) and other ManagementTools and Techniques
3 Outputsbull Quality Improvementsbull
Acceptance Decisionsbull Reworkbull Completed Checklistbull Process Adjustments
CHECK
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3952
Quality Improvement - includes taking action to increase theeffectiveness and efficiency of the project maintaining and improving the current standard
1 Input
bull Quality Improvement Philosophy and Principles
2 Tools and Techniquesbull Suggestion Schemebull 5rsquos (Sort Systematize Sweep Sanitize Self -Discipline)bull Work Simplification (Work Measurement amp Work Study)
bull Quality Circlebull ISO 9000 (Quality Management System Standards)
3 Output
bull Improved Quality Standard
ACT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4052
FIVE TYPES OF PROBLEMS
Compliance
Unstructured
Efficiency
Process Design
Product Design
CONTINUOUS PROCESS IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4152
CONTINUOUS PROCESS IMPROVEMENTCYCLE
Phase IIdentify the Opportunity
Phase 2Analyze the process
Phase 3
Develop theoptimal solution(s)
Phase 4
Implementation
Phae 5 Study
the results
Phase 7Plan for the future
Phase 6Standardize
the solution
Act Plan
DoStudy
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4252
A good quality assurance system in theconstruction will
bull
Identify objectives and standardsbull Be multifunctional and preventionoriented
bull Plan for collection and use data in acycle of continuous improvement
bull Plan for the establishment of andmaintenance of performance measure
Why Quality Assurance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4352
Document Control To ensure
employees have the correct proceduresand the procedures are properlymaintained
Audits To verify quality procedures arebeing followed
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4452
Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1352
For Construction
bull Workmanship (quality of constructedwork)
bull Integrity (according to drawings andspecifications)
bull Completion time in the projectaccording to clients requirements
Quality Concepts
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1452
Zero Defects ndash states that there is no tolerancefor errors within the system The goal of allprocesses is to avoid defects in the product orservice
The Customer is the Next Person in the Process ndash
based on providing the internal organization asystem that ensures the product or service istransferred to the next person in the process in acomplete and correct manner
Quality Concepts
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1552
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1652
EFFECTS OF POOR QUALITY
Low customer satisfactionLow productivity sales amp profit
Low morale of workforceMore re-work material amp labour costsHigh inspection costs
Delay in shippingHigh repair costsHigher inventory costs
Greater waste of material
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1752
BENEFITS OF QUALITY
Higher customer satisfactionReliable productsservicesBetter efficiency of operations
More productivity amp profitBetter morale of work forceLess wastage costsLess Inspection costs
Improved processMore market shareSpread of happiness amp prosperityBetter quality of life for all
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1852
QUALITY
QuicklyUnderstand amp
Act OnLosses
InnovativelyTechnical ( Theoretical )Yield
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1952
TOTAL QUALITY MANAGEMENT(TQM) ndash
European Construction Institute (1993)recommends the following objectives to achieveTQM in construction
C ndash Commitment by top managementO ndash Organization and structure for totalquality management
N- Normal financial controlS ndash Supplier relationshipsT ndash Training education and safetyawareness
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2052
TOTAL QUALITY MANAGEMENT(TQM)
R ndash Relationships with customersU ndash understanding and commitment byemployees
C ndash CommunicationsT ndash TeamworkI ndash Independent certification to ISO 9000
O ndash Objective measurementN ndash Natural use of tools and techniques
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2152
WHAT IS CUSTOMER SATISFACTION
Is it due to Product quality
Is it due to pricing
Is it due to good customer service
Is it due to company reputation
Is it something more
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2252
CUSTOMER SATISFACTION
Customer is the Boss orrsquoKingrsquoCustomer dictates the market trends and directionCustomer not only has needs to be supplied( basicperformance functions)
Also he lsquowants what he wantsrsquo( additional features satisfy himand influence his purchase decision)Hence the Suppliers and Manufacturers have to closely followat the heel of the customer
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2352
CUSTOMER TYPES
External and Internal customers
External ndash current prospective and lost customers
Internal ndash Every person in a process is a customer of theprevious operation( applies todesignmanufacturingsalessupplies etc) [Each workershould see that the quality meets expectations of the nextperson in the supplier-to-customer chain ]
TQM is commitment to customer-focus - internal andexternal customers
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2452
INTERNAL CUSTOMERSUPPLIERRELATIONSHIPS
Questions asked by people to their internalcustomers
What do you need from meWhat do you do with my output
Are there any gaps between what you need
and what you getGood team-work and inter-Departmentalharmony is required Also the leaders role in
supervising the internal customer-supplier
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2552
TQM AND CUSTOMER QUALITY PERCEPTS
TQM is quality management and managementof quality ndash there is no full stop and no break inthe chainContinuous process (quality) improvement is allits aboutWhy One important reason is the customer
quality level is not static and his expectationskeep changing and his demands tooAlso plant process dynamics- how to achievemaximum efficiency optimizing cost and
erformance in the rocess o erations
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2652
The ldquoplan -do-check-actrdquo cycle is the basisfor qualityimprovement
Quality improvementinitiatives can improvethe quality of projectmanagement as wellas the quality of theproduct
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2752
7 HABITS OF HIGHLY EFFECTIVE PEOPLE( STEPHEN COVEY)
Be pro-active
Begin with the end in mind
Put first things first ( refCoveyrsquos Time managementmatrix pg35)
Think win-win
Seek first to understand then to be understood
SynergySharpen the saw
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2852
QUALITY MANAGEMENT
PROGRAM
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2952
QUALITY MANAGEMENT COMPLEMENTSPROJECT MANAGEMENT
QM amp PM both recognize the importance of
four (4) basic principles
Customer satisfaction
Prevention over inspectionManagement responsibility
Continuous improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3052
PROJECT QUALITY MANAGEMENT
bull provides all the tools to make sure your project turnsout as planned
bull harnessing everyonersquos effort to achieve zero defects atlowest cost and zero defects means continuallysatisfying customer requirements
bull I s viewed as a total commitment to manage a firmrsquosresources to achieve the highest levels of performance ineverything in which the firm is involved
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3152
PROJECT QUALITY MANAGEMENT
is a method for ensuring that allthe activities necessary to designdevelop and implement a productor service are effective and
efficient with respect to thesystem and its performance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3252
Attitude of mind
QualityAssurance
QualityControl
Quality of managementprocess
Quality of theproduct
Ultimate Goal
Achieving a
quality product
CurativeMedicine
Preventivemedicine
Achieving Quality on Projects
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3352
Approach to project
quality
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3452
Quality Assurance Strategy
Test andInspection
Quality Control
Quality Assurance withContinuous Improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3552
PLAN-DO-CHECK-ACT CYCLE
DO
QUALITY ASSURANCE
PLAN
QUALITY PLAN
CHECK
QUALITY CONTROL
ACT
QUALITY IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3652
Quality Planning ndash identify which quality standards are relevant
to the project and determining how to satisfy them1 Input
bull Quality Improvement
bull Quality Policy
bull
Project Descriptionbull Standard Regulation
2 Tools and Techniques
bull BenefitCost Analysis
bull Benchmarking
bull Flowcharting
3 Outputs
bull Quality Management Planbull Operational Definitions]
bull Checklist
PLAN
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3752
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3852
Quality Control - monitoring specific project results to
determine if they comply with the relevant quality standards and identify ways to eliminate causes of unsatisfactory performance
1 Inputbull Works resultsbull Quality Mngt Planbull Operational Definitionbull Checklist
2 Tools and Techniquesbull Inspectionbull Seven New Quality Control Tools
(Pareto Analysis Data ndash Tables Cause-Effect Analysis Trend Analysis
Histograms Scatter Diagrams Control Charts) and other ManagementTools and Techniques
3 Outputsbull Quality Improvementsbull
Acceptance Decisionsbull Reworkbull Completed Checklistbull Process Adjustments
CHECK
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3952
Quality Improvement - includes taking action to increase theeffectiveness and efficiency of the project maintaining and improving the current standard
1 Input
bull Quality Improvement Philosophy and Principles
2 Tools and Techniquesbull Suggestion Schemebull 5rsquos (Sort Systematize Sweep Sanitize Self -Discipline)bull Work Simplification (Work Measurement amp Work Study)
bull Quality Circlebull ISO 9000 (Quality Management System Standards)
3 Output
bull Improved Quality Standard
ACT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4052
FIVE TYPES OF PROBLEMS
Compliance
Unstructured
Efficiency
Process Design
Product Design
CONTINUOUS PROCESS IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4152
CONTINUOUS PROCESS IMPROVEMENTCYCLE
Phase IIdentify the Opportunity
Phase 2Analyze the process
Phase 3
Develop theoptimal solution(s)
Phase 4
Implementation
Phae 5 Study
the results
Phase 7Plan for the future
Phase 6Standardize
the solution
Act Plan
DoStudy
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4252
A good quality assurance system in theconstruction will
bull
Identify objectives and standardsbull Be multifunctional and preventionoriented
bull Plan for collection and use data in acycle of continuous improvement
bull Plan for the establishment of andmaintenance of performance measure
Why Quality Assurance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4352
Document Control To ensure
employees have the correct proceduresand the procedures are properlymaintained
Audits To verify quality procedures arebeing followed
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4452
Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1452
Zero Defects ndash states that there is no tolerancefor errors within the system The goal of allprocesses is to avoid defects in the product orservice
The Customer is the Next Person in the Process ndash
based on providing the internal organization asystem that ensures the product or service istransferred to the next person in the process in acomplete and correct manner
Quality Concepts
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1552
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1652
EFFECTS OF POOR QUALITY
Low customer satisfactionLow productivity sales amp profit
Low morale of workforceMore re-work material amp labour costsHigh inspection costs
Delay in shippingHigh repair costsHigher inventory costs
Greater waste of material
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1752
BENEFITS OF QUALITY
Higher customer satisfactionReliable productsservicesBetter efficiency of operations
More productivity amp profitBetter morale of work forceLess wastage costsLess Inspection costs
Improved processMore market shareSpread of happiness amp prosperityBetter quality of life for all
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1852
QUALITY
QuicklyUnderstand amp
Act OnLosses
InnovativelyTechnical ( Theoretical )Yield
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1952
TOTAL QUALITY MANAGEMENT(TQM) ndash
European Construction Institute (1993)recommends the following objectives to achieveTQM in construction
C ndash Commitment by top managementO ndash Organization and structure for totalquality management
N- Normal financial controlS ndash Supplier relationshipsT ndash Training education and safetyawareness
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2052
TOTAL QUALITY MANAGEMENT(TQM)
R ndash Relationships with customersU ndash understanding and commitment byemployees
C ndash CommunicationsT ndash TeamworkI ndash Independent certification to ISO 9000
O ndash Objective measurementN ndash Natural use of tools and techniques
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2152
WHAT IS CUSTOMER SATISFACTION
Is it due to Product quality
Is it due to pricing
Is it due to good customer service
Is it due to company reputation
Is it something more
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2252
CUSTOMER SATISFACTION
Customer is the Boss orrsquoKingrsquoCustomer dictates the market trends and directionCustomer not only has needs to be supplied( basicperformance functions)
Also he lsquowants what he wantsrsquo( additional features satisfy himand influence his purchase decision)Hence the Suppliers and Manufacturers have to closely followat the heel of the customer
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2352
CUSTOMER TYPES
External and Internal customers
External ndash current prospective and lost customers
Internal ndash Every person in a process is a customer of theprevious operation( applies todesignmanufacturingsalessupplies etc) [Each workershould see that the quality meets expectations of the nextperson in the supplier-to-customer chain ]
TQM is commitment to customer-focus - internal andexternal customers
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2452
INTERNAL CUSTOMERSUPPLIERRELATIONSHIPS
Questions asked by people to their internalcustomers
What do you need from meWhat do you do with my output
Are there any gaps between what you need
and what you getGood team-work and inter-Departmentalharmony is required Also the leaders role in
supervising the internal customer-supplier
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2552
TQM AND CUSTOMER QUALITY PERCEPTS
TQM is quality management and managementof quality ndash there is no full stop and no break inthe chainContinuous process (quality) improvement is allits aboutWhy One important reason is the customer
quality level is not static and his expectationskeep changing and his demands tooAlso plant process dynamics- how to achievemaximum efficiency optimizing cost and
erformance in the rocess o erations
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2652
The ldquoplan -do-check-actrdquo cycle is the basisfor qualityimprovement
Quality improvementinitiatives can improvethe quality of projectmanagement as wellas the quality of theproduct
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2752
7 HABITS OF HIGHLY EFFECTIVE PEOPLE( STEPHEN COVEY)
Be pro-active
Begin with the end in mind
Put first things first ( refCoveyrsquos Time managementmatrix pg35)
Think win-win
Seek first to understand then to be understood
SynergySharpen the saw
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2852
QUALITY MANAGEMENT
PROGRAM
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2952
QUALITY MANAGEMENT COMPLEMENTSPROJECT MANAGEMENT
QM amp PM both recognize the importance of
four (4) basic principles
Customer satisfaction
Prevention over inspectionManagement responsibility
Continuous improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3052
PROJECT QUALITY MANAGEMENT
bull provides all the tools to make sure your project turnsout as planned
bull harnessing everyonersquos effort to achieve zero defects atlowest cost and zero defects means continuallysatisfying customer requirements
bull I s viewed as a total commitment to manage a firmrsquosresources to achieve the highest levels of performance ineverything in which the firm is involved
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3152
PROJECT QUALITY MANAGEMENT
is a method for ensuring that allthe activities necessary to designdevelop and implement a productor service are effective and
efficient with respect to thesystem and its performance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3252
Attitude of mind
QualityAssurance
QualityControl
Quality of managementprocess
Quality of theproduct
Ultimate Goal
Achieving a
quality product
CurativeMedicine
Preventivemedicine
Achieving Quality on Projects
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3352
Approach to project
quality
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3452
Quality Assurance Strategy
Test andInspection
Quality Control
Quality Assurance withContinuous Improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3552
PLAN-DO-CHECK-ACT CYCLE
DO
QUALITY ASSURANCE
PLAN
QUALITY PLAN
CHECK
QUALITY CONTROL
ACT
QUALITY IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3652
Quality Planning ndash identify which quality standards are relevant
to the project and determining how to satisfy them1 Input
bull Quality Improvement
bull Quality Policy
bull
Project Descriptionbull Standard Regulation
2 Tools and Techniques
bull BenefitCost Analysis
bull Benchmarking
bull Flowcharting
3 Outputs
bull Quality Management Planbull Operational Definitions]
bull Checklist
PLAN
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3752
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3852
Quality Control - monitoring specific project results to
determine if they comply with the relevant quality standards and identify ways to eliminate causes of unsatisfactory performance
1 Inputbull Works resultsbull Quality Mngt Planbull Operational Definitionbull Checklist
2 Tools and Techniquesbull Inspectionbull Seven New Quality Control Tools
(Pareto Analysis Data ndash Tables Cause-Effect Analysis Trend Analysis
Histograms Scatter Diagrams Control Charts) and other ManagementTools and Techniques
3 Outputsbull Quality Improvementsbull
Acceptance Decisionsbull Reworkbull Completed Checklistbull Process Adjustments
CHECK
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3952
Quality Improvement - includes taking action to increase theeffectiveness and efficiency of the project maintaining and improving the current standard
1 Input
bull Quality Improvement Philosophy and Principles
2 Tools and Techniquesbull Suggestion Schemebull 5rsquos (Sort Systematize Sweep Sanitize Self -Discipline)bull Work Simplification (Work Measurement amp Work Study)
bull Quality Circlebull ISO 9000 (Quality Management System Standards)
3 Output
bull Improved Quality Standard
ACT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4052
FIVE TYPES OF PROBLEMS
Compliance
Unstructured
Efficiency
Process Design
Product Design
CONTINUOUS PROCESS IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4152
CONTINUOUS PROCESS IMPROVEMENTCYCLE
Phase IIdentify the Opportunity
Phase 2Analyze the process
Phase 3
Develop theoptimal solution(s)
Phase 4
Implementation
Phae 5 Study
the results
Phase 7Plan for the future
Phase 6Standardize
the solution
Act Plan
DoStudy
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4252
A good quality assurance system in theconstruction will
bull
Identify objectives and standardsbull Be multifunctional and preventionoriented
bull Plan for collection and use data in acycle of continuous improvement
bull Plan for the establishment of andmaintenance of performance measure
Why Quality Assurance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4352
Document Control To ensure
employees have the correct proceduresand the procedures are properlymaintained
Audits To verify quality procedures arebeing followed
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4452
Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1552
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1652
EFFECTS OF POOR QUALITY
Low customer satisfactionLow productivity sales amp profit
Low morale of workforceMore re-work material amp labour costsHigh inspection costs
Delay in shippingHigh repair costsHigher inventory costs
Greater waste of material
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1752
BENEFITS OF QUALITY
Higher customer satisfactionReliable productsservicesBetter efficiency of operations
More productivity amp profitBetter morale of work forceLess wastage costsLess Inspection costs
Improved processMore market shareSpread of happiness amp prosperityBetter quality of life for all
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1852
QUALITY
QuicklyUnderstand amp
Act OnLosses
InnovativelyTechnical ( Theoretical )Yield
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1952
TOTAL QUALITY MANAGEMENT(TQM) ndash
European Construction Institute (1993)recommends the following objectives to achieveTQM in construction
C ndash Commitment by top managementO ndash Organization and structure for totalquality management
N- Normal financial controlS ndash Supplier relationshipsT ndash Training education and safetyawareness
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2052
TOTAL QUALITY MANAGEMENT(TQM)
R ndash Relationships with customersU ndash understanding and commitment byemployees
C ndash CommunicationsT ndash TeamworkI ndash Independent certification to ISO 9000
O ndash Objective measurementN ndash Natural use of tools and techniques
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2152
WHAT IS CUSTOMER SATISFACTION
Is it due to Product quality
Is it due to pricing
Is it due to good customer service
Is it due to company reputation
Is it something more
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2252
CUSTOMER SATISFACTION
Customer is the Boss orrsquoKingrsquoCustomer dictates the market trends and directionCustomer not only has needs to be supplied( basicperformance functions)
Also he lsquowants what he wantsrsquo( additional features satisfy himand influence his purchase decision)Hence the Suppliers and Manufacturers have to closely followat the heel of the customer
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2352
CUSTOMER TYPES
External and Internal customers
External ndash current prospective and lost customers
Internal ndash Every person in a process is a customer of theprevious operation( applies todesignmanufacturingsalessupplies etc) [Each workershould see that the quality meets expectations of the nextperson in the supplier-to-customer chain ]
TQM is commitment to customer-focus - internal andexternal customers
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2452
INTERNAL CUSTOMERSUPPLIERRELATIONSHIPS
Questions asked by people to their internalcustomers
What do you need from meWhat do you do with my output
Are there any gaps between what you need
and what you getGood team-work and inter-Departmentalharmony is required Also the leaders role in
supervising the internal customer-supplier
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2552
TQM AND CUSTOMER QUALITY PERCEPTS
TQM is quality management and managementof quality ndash there is no full stop and no break inthe chainContinuous process (quality) improvement is allits aboutWhy One important reason is the customer
quality level is not static and his expectationskeep changing and his demands tooAlso plant process dynamics- how to achievemaximum efficiency optimizing cost and
erformance in the rocess o erations
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2652
The ldquoplan -do-check-actrdquo cycle is the basisfor qualityimprovement
Quality improvementinitiatives can improvethe quality of projectmanagement as wellas the quality of theproduct
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2752
7 HABITS OF HIGHLY EFFECTIVE PEOPLE( STEPHEN COVEY)
Be pro-active
Begin with the end in mind
Put first things first ( refCoveyrsquos Time managementmatrix pg35)
Think win-win
Seek first to understand then to be understood
SynergySharpen the saw
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2852
QUALITY MANAGEMENT
PROGRAM
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2952
QUALITY MANAGEMENT COMPLEMENTSPROJECT MANAGEMENT
QM amp PM both recognize the importance of
four (4) basic principles
Customer satisfaction
Prevention over inspectionManagement responsibility
Continuous improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3052
PROJECT QUALITY MANAGEMENT
bull provides all the tools to make sure your project turnsout as planned
bull harnessing everyonersquos effort to achieve zero defects atlowest cost and zero defects means continuallysatisfying customer requirements
bull I s viewed as a total commitment to manage a firmrsquosresources to achieve the highest levels of performance ineverything in which the firm is involved
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3152
PROJECT QUALITY MANAGEMENT
is a method for ensuring that allthe activities necessary to designdevelop and implement a productor service are effective and
efficient with respect to thesystem and its performance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3252
Attitude of mind
QualityAssurance
QualityControl
Quality of managementprocess
Quality of theproduct
Ultimate Goal
Achieving a
quality product
CurativeMedicine
Preventivemedicine
Achieving Quality on Projects
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3352
Approach to project
quality
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3452
Quality Assurance Strategy
Test andInspection
Quality Control
Quality Assurance withContinuous Improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3552
PLAN-DO-CHECK-ACT CYCLE
DO
QUALITY ASSURANCE
PLAN
QUALITY PLAN
CHECK
QUALITY CONTROL
ACT
QUALITY IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3652
Quality Planning ndash identify which quality standards are relevant
to the project and determining how to satisfy them1 Input
bull Quality Improvement
bull Quality Policy
bull
Project Descriptionbull Standard Regulation
2 Tools and Techniques
bull BenefitCost Analysis
bull Benchmarking
bull Flowcharting
3 Outputs
bull Quality Management Planbull Operational Definitions]
bull Checklist
PLAN
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3752
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3852
Quality Control - monitoring specific project results to
determine if they comply with the relevant quality standards and identify ways to eliminate causes of unsatisfactory performance
1 Inputbull Works resultsbull Quality Mngt Planbull Operational Definitionbull Checklist
2 Tools and Techniquesbull Inspectionbull Seven New Quality Control Tools
(Pareto Analysis Data ndash Tables Cause-Effect Analysis Trend Analysis
Histograms Scatter Diagrams Control Charts) and other ManagementTools and Techniques
3 Outputsbull Quality Improvementsbull
Acceptance Decisionsbull Reworkbull Completed Checklistbull Process Adjustments
CHECK
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3952
Quality Improvement - includes taking action to increase theeffectiveness and efficiency of the project maintaining and improving the current standard
1 Input
bull Quality Improvement Philosophy and Principles
2 Tools and Techniquesbull Suggestion Schemebull 5rsquos (Sort Systematize Sweep Sanitize Self -Discipline)bull Work Simplification (Work Measurement amp Work Study)
bull Quality Circlebull ISO 9000 (Quality Management System Standards)
3 Output
bull Improved Quality Standard
ACT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4052
FIVE TYPES OF PROBLEMS
Compliance
Unstructured
Efficiency
Process Design
Product Design
CONTINUOUS PROCESS IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4152
CONTINUOUS PROCESS IMPROVEMENTCYCLE
Phase IIdentify the Opportunity
Phase 2Analyze the process
Phase 3
Develop theoptimal solution(s)
Phase 4
Implementation
Phae 5 Study
the results
Phase 7Plan for the future
Phase 6Standardize
the solution
Act Plan
DoStudy
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4252
A good quality assurance system in theconstruction will
bull
Identify objectives and standardsbull Be multifunctional and preventionoriented
bull Plan for collection and use data in acycle of continuous improvement
bull Plan for the establishment of andmaintenance of performance measure
Why Quality Assurance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4352
Document Control To ensure
employees have the correct proceduresand the procedures are properlymaintained
Audits To verify quality procedures arebeing followed
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4452
Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1652
EFFECTS OF POOR QUALITY
Low customer satisfactionLow productivity sales amp profit
Low morale of workforceMore re-work material amp labour costsHigh inspection costs
Delay in shippingHigh repair costsHigher inventory costs
Greater waste of material
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1752
BENEFITS OF QUALITY
Higher customer satisfactionReliable productsservicesBetter efficiency of operations
More productivity amp profitBetter morale of work forceLess wastage costsLess Inspection costs
Improved processMore market shareSpread of happiness amp prosperityBetter quality of life for all
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1852
QUALITY
QuicklyUnderstand amp
Act OnLosses
InnovativelyTechnical ( Theoretical )Yield
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1952
TOTAL QUALITY MANAGEMENT(TQM) ndash
European Construction Institute (1993)recommends the following objectives to achieveTQM in construction
C ndash Commitment by top managementO ndash Organization and structure for totalquality management
N- Normal financial controlS ndash Supplier relationshipsT ndash Training education and safetyawareness
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2052
TOTAL QUALITY MANAGEMENT(TQM)
R ndash Relationships with customersU ndash understanding and commitment byemployees
C ndash CommunicationsT ndash TeamworkI ndash Independent certification to ISO 9000
O ndash Objective measurementN ndash Natural use of tools and techniques
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2152
WHAT IS CUSTOMER SATISFACTION
Is it due to Product quality
Is it due to pricing
Is it due to good customer service
Is it due to company reputation
Is it something more
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2252
CUSTOMER SATISFACTION
Customer is the Boss orrsquoKingrsquoCustomer dictates the market trends and directionCustomer not only has needs to be supplied( basicperformance functions)
Also he lsquowants what he wantsrsquo( additional features satisfy himand influence his purchase decision)Hence the Suppliers and Manufacturers have to closely followat the heel of the customer
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2352
CUSTOMER TYPES
External and Internal customers
External ndash current prospective and lost customers
Internal ndash Every person in a process is a customer of theprevious operation( applies todesignmanufacturingsalessupplies etc) [Each workershould see that the quality meets expectations of the nextperson in the supplier-to-customer chain ]
TQM is commitment to customer-focus - internal andexternal customers
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2452
INTERNAL CUSTOMERSUPPLIERRELATIONSHIPS
Questions asked by people to their internalcustomers
What do you need from meWhat do you do with my output
Are there any gaps between what you need
and what you getGood team-work and inter-Departmentalharmony is required Also the leaders role in
supervising the internal customer-supplier
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2552
TQM AND CUSTOMER QUALITY PERCEPTS
TQM is quality management and managementof quality ndash there is no full stop and no break inthe chainContinuous process (quality) improvement is allits aboutWhy One important reason is the customer
quality level is not static and his expectationskeep changing and his demands tooAlso plant process dynamics- how to achievemaximum efficiency optimizing cost and
erformance in the rocess o erations
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2652
The ldquoplan -do-check-actrdquo cycle is the basisfor qualityimprovement
Quality improvementinitiatives can improvethe quality of projectmanagement as wellas the quality of theproduct
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2752
7 HABITS OF HIGHLY EFFECTIVE PEOPLE( STEPHEN COVEY)
Be pro-active
Begin with the end in mind
Put first things first ( refCoveyrsquos Time managementmatrix pg35)
Think win-win
Seek first to understand then to be understood
SynergySharpen the saw
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2852
QUALITY MANAGEMENT
PROGRAM
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2952
QUALITY MANAGEMENT COMPLEMENTSPROJECT MANAGEMENT
QM amp PM both recognize the importance of
four (4) basic principles
Customer satisfaction
Prevention over inspectionManagement responsibility
Continuous improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3052
PROJECT QUALITY MANAGEMENT
bull provides all the tools to make sure your project turnsout as planned
bull harnessing everyonersquos effort to achieve zero defects atlowest cost and zero defects means continuallysatisfying customer requirements
bull I s viewed as a total commitment to manage a firmrsquosresources to achieve the highest levels of performance ineverything in which the firm is involved
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3152
PROJECT QUALITY MANAGEMENT
is a method for ensuring that allthe activities necessary to designdevelop and implement a productor service are effective and
efficient with respect to thesystem and its performance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3252
Attitude of mind
QualityAssurance
QualityControl
Quality of managementprocess
Quality of theproduct
Ultimate Goal
Achieving a
quality product
CurativeMedicine
Preventivemedicine
Achieving Quality on Projects
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3352
Approach to project
quality
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3452
Quality Assurance Strategy
Test andInspection
Quality Control
Quality Assurance withContinuous Improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3552
PLAN-DO-CHECK-ACT CYCLE
DO
QUALITY ASSURANCE
PLAN
QUALITY PLAN
CHECK
QUALITY CONTROL
ACT
QUALITY IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3652
Quality Planning ndash identify which quality standards are relevant
to the project and determining how to satisfy them1 Input
bull Quality Improvement
bull Quality Policy
bull
Project Descriptionbull Standard Regulation
2 Tools and Techniques
bull BenefitCost Analysis
bull Benchmarking
bull Flowcharting
3 Outputs
bull Quality Management Planbull Operational Definitions]
bull Checklist
PLAN
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3752
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3852
Quality Control - monitoring specific project results to
determine if they comply with the relevant quality standards and identify ways to eliminate causes of unsatisfactory performance
1 Inputbull Works resultsbull Quality Mngt Planbull Operational Definitionbull Checklist
2 Tools and Techniquesbull Inspectionbull Seven New Quality Control Tools
(Pareto Analysis Data ndash Tables Cause-Effect Analysis Trend Analysis
Histograms Scatter Diagrams Control Charts) and other ManagementTools and Techniques
3 Outputsbull Quality Improvementsbull
Acceptance Decisionsbull Reworkbull Completed Checklistbull Process Adjustments
CHECK
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3952
Quality Improvement - includes taking action to increase theeffectiveness and efficiency of the project maintaining and improving the current standard
1 Input
bull Quality Improvement Philosophy and Principles
2 Tools and Techniquesbull Suggestion Schemebull 5rsquos (Sort Systematize Sweep Sanitize Self -Discipline)bull Work Simplification (Work Measurement amp Work Study)
bull Quality Circlebull ISO 9000 (Quality Management System Standards)
3 Output
bull Improved Quality Standard
ACT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4052
FIVE TYPES OF PROBLEMS
Compliance
Unstructured
Efficiency
Process Design
Product Design
CONTINUOUS PROCESS IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4152
CONTINUOUS PROCESS IMPROVEMENTCYCLE
Phase IIdentify the Opportunity
Phase 2Analyze the process
Phase 3
Develop theoptimal solution(s)
Phase 4
Implementation
Phae 5 Study
the results
Phase 7Plan for the future
Phase 6Standardize
the solution
Act Plan
DoStudy
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4252
A good quality assurance system in theconstruction will
bull
Identify objectives and standardsbull Be multifunctional and preventionoriented
bull Plan for collection and use data in acycle of continuous improvement
bull Plan for the establishment of andmaintenance of performance measure
Why Quality Assurance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4352
Document Control To ensure
employees have the correct proceduresand the procedures are properlymaintained
Audits To verify quality procedures arebeing followed
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4452
Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1752
BENEFITS OF QUALITY
Higher customer satisfactionReliable productsservicesBetter efficiency of operations
More productivity amp profitBetter morale of work forceLess wastage costsLess Inspection costs
Improved processMore market shareSpread of happiness amp prosperityBetter quality of life for all
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1852
QUALITY
QuicklyUnderstand amp
Act OnLosses
InnovativelyTechnical ( Theoretical )Yield
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1952
TOTAL QUALITY MANAGEMENT(TQM) ndash
European Construction Institute (1993)recommends the following objectives to achieveTQM in construction
C ndash Commitment by top managementO ndash Organization and structure for totalquality management
N- Normal financial controlS ndash Supplier relationshipsT ndash Training education and safetyawareness
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2052
TOTAL QUALITY MANAGEMENT(TQM)
R ndash Relationships with customersU ndash understanding and commitment byemployees
C ndash CommunicationsT ndash TeamworkI ndash Independent certification to ISO 9000
O ndash Objective measurementN ndash Natural use of tools and techniques
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2152
WHAT IS CUSTOMER SATISFACTION
Is it due to Product quality
Is it due to pricing
Is it due to good customer service
Is it due to company reputation
Is it something more
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2252
CUSTOMER SATISFACTION
Customer is the Boss orrsquoKingrsquoCustomer dictates the market trends and directionCustomer not only has needs to be supplied( basicperformance functions)
Also he lsquowants what he wantsrsquo( additional features satisfy himand influence his purchase decision)Hence the Suppliers and Manufacturers have to closely followat the heel of the customer
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2352
CUSTOMER TYPES
External and Internal customers
External ndash current prospective and lost customers
Internal ndash Every person in a process is a customer of theprevious operation( applies todesignmanufacturingsalessupplies etc) [Each workershould see that the quality meets expectations of the nextperson in the supplier-to-customer chain ]
TQM is commitment to customer-focus - internal andexternal customers
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2452
INTERNAL CUSTOMERSUPPLIERRELATIONSHIPS
Questions asked by people to their internalcustomers
What do you need from meWhat do you do with my output
Are there any gaps between what you need
and what you getGood team-work and inter-Departmentalharmony is required Also the leaders role in
supervising the internal customer-supplier
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2552
TQM AND CUSTOMER QUALITY PERCEPTS
TQM is quality management and managementof quality ndash there is no full stop and no break inthe chainContinuous process (quality) improvement is allits aboutWhy One important reason is the customer
quality level is not static and his expectationskeep changing and his demands tooAlso plant process dynamics- how to achievemaximum efficiency optimizing cost and
erformance in the rocess o erations
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2652
The ldquoplan -do-check-actrdquo cycle is the basisfor qualityimprovement
Quality improvementinitiatives can improvethe quality of projectmanagement as wellas the quality of theproduct
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2752
7 HABITS OF HIGHLY EFFECTIVE PEOPLE( STEPHEN COVEY)
Be pro-active
Begin with the end in mind
Put first things first ( refCoveyrsquos Time managementmatrix pg35)
Think win-win
Seek first to understand then to be understood
SynergySharpen the saw
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2852
QUALITY MANAGEMENT
PROGRAM
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2952
QUALITY MANAGEMENT COMPLEMENTSPROJECT MANAGEMENT
QM amp PM both recognize the importance of
four (4) basic principles
Customer satisfaction
Prevention over inspectionManagement responsibility
Continuous improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3052
PROJECT QUALITY MANAGEMENT
bull provides all the tools to make sure your project turnsout as planned
bull harnessing everyonersquos effort to achieve zero defects atlowest cost and zero defects means continuallysatisfying customer requirements
bull I s viewed as a total commitment to manage a firmrsquosresources to achieve the highest levels of performance ineverything in which the firm is involved
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3152
PROJECT QUALITY MANAGEMENT
is a method for ensuring that allthe activities necessary to designdevelop and implement a productor service are effective and
efficient with respect to thesystem and its performance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3252
Attitude of mind
QualityAssurance
QualityControl
Quality of managementprocess
Quality of theproduct
Ultimate Goal
Achieving a
quality product
CurativeMedicine
Preventivemedicine
Achieving Quality on Projects
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3352
Approach to project
quality
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3452
Quality Assurance Strategy
Test andInspection
Quality Control
Quality Assurance withContinuous Improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3552
PLAN-DO-CHECK-ACT CYCLE
DO
QUALITY ASSURANCE
PLAN
QUALITY PLAN
CHECK
QUALITY CONTROL
ACT
QUALITY IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3652
Quality Planning ndash identify which quality standards are relevant
to the project and determining how to satisfy them1 Input
bull Quality Improvement
bull Quality Policy
bull
Project Descriptionbull Standard Regulation
2 Tools and Techniques
bull BenefitCost Analysis
bull Benchmarking
bull Flowcharting
3 Outputs
bull Quality Management Planbull Operational Definitions]
bull Checklist
PLAN
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3752
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3852
Quality Control - monitoring specific project results to
determine if they comply with the relevant quality standards and identify ways to eliminate causes of unsatisfactory performance
1 Inputbull Works resultsbull Quality Mngt Planbull Operational Definitionbull Checklist
2 Tools and Techniquesbull Inspectionbull Seven New Quality Control Tools
(Pareto Analysis Data ndash Tables Cause-Effect Analysis Trend Analysis
Histograms Scatter Diagrams Control Charts) and other ManagementTools and Techniques
3 Outputsbull Quality Improvementsbull
Acceptance Decisionsbull Reworkbull Completed Checklistbull Process Adjustments
CHECK
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3952
Quality Improvement - includes taking action to increase theeffectiveness and efficiency of the project maintaining and improving the current standard
1 Input
bull Quality Improvement Philosophy and Principles
2 Tools and Techniquesbull Suggestion Schemebull 5rsquos (Sort Systematize Sweep Sanitize Self -Discipline)bull Work Simplification (Work Measurement amp Work Study)
bull Quality Circlebull ISO 9000 (Quality Management System Standards)
3 Output
bull Improved Quality Standard
ACT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4052
FIVE TYPES OF PROBLEMS
Compliance
Unstructured
Efficiency
Process Design
Product Design
CONTINUOUS PROCESS IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4152
CONTINUOUS PROCESS IMPROVEMENTCYCLE
Phase IIdentify the Opportunity
Phase 2Analyze the process
Phase 3
Develop theoptimal solution(s)
Phase 4
Implementation
Phae 5 Study
the results
Phase 7Plan for the future
Phase 6Standardize
the solution
Act Plan
DoStudy
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4252
A good quality assurance system in theconstruction will
bull
Identify objectives and standardsbull Be multifunctional and preventionoriented
bull Plan for collection and use data in acycle of continuous improvement
bull Plan for the establishment of andmaintenance of performance measure
Why Quality Assurance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4352
Document Control To ensure
employees have the correct proceduresand the procedures are properlymaintained
Audits To verify quality procedures arebeing followed
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4452
Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1852
QUALITY
QuicklyUnderstand amp
Act OnLosses
InnovativelyTechnical ( Theoretical )Yield
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1952
TOTAL QUALITY MANAGEMENT(TQM) ndash
European Construction Institute (1993)recommends the following objectives to achieveTQM in construction
C ndash Commitment by top managementO ndash Organization and structure for totalquality management
N- Normal financial controlS ndash Supplier relationshipsT ndash Training education and safetyawareness
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2052
TOTAL QUALITY MANAGEMENT(TQM)
R ndash Relationships with customersU ndash understanding and commitment byemployees
C ndash CommunicationsT ndash TeamworkI ndash Independent certification to ISO 9000
O ndash Objective measurementN ndash Natural use of tools and techniques
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2152
WHAT IS CUSTOMER SATISFACTION
Is it due to Product quality
Is it due to pricing
Is it due to good customer service
Is it due to company reputation
Is it something more
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2252
CUSTOMER SATISFACTION
Customer is the Boss orrsquoKingrsquoCustomer dictates the market trends and directionCustomer not only has needs to be supplied( basicperformance functions)
Also he lsquowants what he wantsrsquo( additional features satisfy himand influence his purchase decision)Hence the Suppliers and Manufacturers have to closely followat the heel of the customer
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2352
CUSTOMER TYPES
External and Internal customers
External ndash current prospective and lost customers
Internal ndash Every person in a process is a customer of theprevious operation( applies todesignmanufacturingsalessupplies etc) [Each workershould see that the quality meets expectations of the nextperson in the supplier-to-customer chain ]
TQM is commitment to customer-focus - internal andexternal customers
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2452
INTERNAL CUSTOMERSUPPLIERRELATIONSHIPS
Questions asked by people to their internalcustomers
What do you need from meWhat do you do with my output
Are there any gaps between what you need
and what you getGood team-work and inter-Departmentalharmony is required Also the leaders role in
supervising the internal customer-supplier
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2552
TQM AND CUSTOMER QUALITY PERCEPTS
TQM is quality management and managementof quality ndash there is no full stop and no break inthe chainContinuous process (quality) improvement is allits aboutWhy One important reason is the customer
quality level is not static and his expectationskeep changing and his demands tooAlso plant process dynamics- how to achievemaximum efficiency optimizing cost and
erformance in the rocess o erations
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2652
The ldquoplan -do-check-actrdquo cycle is the basisfor qualityimprovement
Quality improvementinitiatives can improvethe quality of projectmanagement as wellas the quality of theproduct
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2752
7 HABITS OF HIGHLY EFFECTIVE PEOPLE( STEPHEN COVEY)
Be pro-active
Begin with the end in mind
Put first things first ( refCoveyrsquos Time managementmatrix pg35)
Think win-win
Seek first to understand then to be understood
SynergySharpen the saw
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2852
QUALITY MANAGEMENT
PROGRAM
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2952
QUALITY MANAGEMENT COMPLEMENTSPROJECT MANAGEMENT
QM amp PM both recognize the importance of
four (4) basic principles
Customer satisfaction
Prevention over inspectionManagement responsibility
Continuous improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3052
PROJECT QUALITY MANAGEMENT
bull provides all the tools to make sure your project turnsout as planned
bull harnessing everyonersquos effort to achieve zero defects atlowest cost and zero defects means continuallysatisfying customer requirements
bull I s viewed as a total commitment to manage a firmrsquosresources to achieve the highest levels of performance ineverything in which the firm is involved
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3152
PROJECT QUALITY MANAGEMENT
is a method for ensuring that allthe activities necessary to designdevelop and implement a productor service are effective and
efficient with respect to thesystem and its performance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3252
Attitude of mind
QualityAssurance
QualityControl
Quality of managementprocess
Quality of theproduct
Ultimate Goal
Achieving a
quality product
CurativeMedicine
Preventivemedicine
Achieving Quality on Projects
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3352
Approach to project
quality
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3452
Quality Assurance Strategy
Test andInspection
Quality Control
Quality Assurance withContinuous Improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3552
PLAN-DO-CHECK-ACT CYCLE
DO
QUALITY ASSURANCE
PLAN
QUALITY PLAN
CHECK
QUALITY CONTROL
ACT
QUALITY IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3652
Quality Planning ndash identify which quality standards are relevant
to the project and determining how to satisfy them1 Input
bull Quality Improvement
bull Quality Policy
bull
Project Descriptionbull Standard Regulation
2 Tools and Techniques
bull BenefitCost Analysis
bull Benchmarking
bull Flowcharting
3 Outputs
bull Quality Management Planbull Operational Definitions]
bull Checklist
PLAN
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3752
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3852
Quality Control - monitoring specific project results to
determine if they comply with the relevant quality standards and identify ways to eliminate causes of unsatisfactory performance
1 Inputbull Works resultsbull Quality Mngt Planbull Operational Definitionbull Checklist
2 Tools and Techniquesbull Inspectionbull Seven New Quality Control Tools
(Pareto Analysis Data ndash Tables Cause-Effect Analysis Trend Analysis
Histograms Scatter Diagrams Control Charts) and other ManagementTools and Techniques
3 Outputsbull Quality Improvementsbull
Acceptance Decisionsbull Reworkbull Completed Checklistbull Process Adjustments
CHECK
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3952
Quality Improvement - includes taking action to increase theeffectiveness and efficiency of the project maintaining and improving the current standard
1 Input
bull Quality Improvement Philosophy and Principles
2 Tools and Techniquesbull Suggestion Schemebull 5rsquos (Sort Systematize Sweep Sanitize Self -Discipline)bull Work Simplification (Work Measurement amp Work Study)
bull Quality Circlebull ISO 9000 (Quality Management System Standards)
3 Output
bull Improved Quality Standard
ACT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4052
FIVE TYPES OF PROBLEMS
Compliance
Unstructured
Efficiency
Process Design
Product Design
CONTINUOUS PROCESS IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4152
CONTINUOUS PROCESS IMPROVEMENTCYCLE
Phase IIdentify the Opportunity
Phase 2Analyze the process
Phase 3
Develop theoptimal solution(s)
Phase 4
Implementation
Phae 5 Study
the results
Phase 7Plan for the future
Phase 6Standardize
the solution
Act Plan
DoStudy
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4252
A good quality assurance system in theconstruction will
bull
Identify objectives and standardsbull Be multifunctional and preventionoriented
bull Plan for collection and use data in acycle of continuous improvement
bull Plan for the establishment of andmaintenance of performance measure
Why Quality Assurance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4352
Document Control To ensure
employees have the correct proceduresand the procedures are properlymaintained
Audits To verify quality procedures arebeing followed
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4452
Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 1952
TOTAL QUALITY MANAGEMENT(TQM) ndash
European Construction Institute (1993)recommends the following objectives to achieveTQM in construction
C ndash Commitment by top managementO ndash Organization and structure for totalquality management
N- Normal financial controlS ndash Supplier relationshipsT ndash Training education and safetyawareness
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2052
TOTAL QUALITY MANAGEMENT(TQM)
R ndash Relationships with customersU ndash understanding and commitment byemployees
C ndash CommunicationsT ndash TeamworkI ndash Independent certification to ISO 9000
O ndash Objective measurementN ndash Natural use of tools and techniques
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2152
WHAT IS CUSTOMER SATISFACTION
Is it due to Product quality
Is it due to pricing
Is it due to good customer service
Is it due to company reputation
Is it something more
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2252
CUSTOMER SATISFACTION
Customer is the Boss orrsquoKingrsquoCustomer dictates the market trends and directionCustomer not only has needs to be supplied( basicperformance functions)
Also he lsquowants what he wantsrsquo( additional features satisfy himand influence his purchase decision)Hence the Suppliers and Manufacturers have to closely followat the heel of the customer
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2352
CUSTOMER TYPES
External and Internal customers
External ndash current prospective and lost customers
Internal ndash Every person in a process is a customer of theprevious operation( applies todesignmanufacturingsalessupplies etc) [Each workershould see that the quality meets expectations of the nextperson in the supplier-to-customer chain ]
TQM is commitment to customer-focus - internal andexternal customers
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2452
INTERNAL CUSTOMERSUPPLIERRELATIONSHIPS
Questions asked by people to their internalcustomers
What do you need from meWhat do you do with my output
Are there any gaps between what you need
and what you getGood team-work and inter-Departmentalharmony is required Also the leaders role in
supervising the internal customer-supplier
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2552
TQM AND CUSTOMER QUALITY PERCEPTS
TQM is quality management and managementof quality ndash there is no full stop and no break inthe chainContinuous process (quality) improvement is allits aboutWhy One important reason is the customer
quality level is not static and his expectationskeep changing and his demands tooAlso plant process dynamics- how to achievemaximum efficiency optimizing cost and
erformance in the rocess o erations
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2652
The ldquoplan -do-check-actrdquo cycle is the basisfor qualityimprovement
Quality improvementinitiatives can improvethe quality of projectmanagement as wellas the quality of theproduct
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2752
7 HABITS OF HIGHLY EFFECTIVE PEOPLE( STEPHEN COVEY)
Be pro-active
Begin with the end in mind
Put first things first ( refCoveyrsquos Time managementmatrix pg35)
Think win-win
Seek first to understand then to be understood
SynergySharpen the saw
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2852
QUALITY MANAGEMENT
PROGRAM
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2952
QUALITY MANAGEMENT COMPLEMENTSPROJECT MANAGEMENT
QM amp PM both recognize the importance of
four (4) basic principles
Customer satisfaction
Prevention over inspectionManagement responsibility
Continuous improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3052
PROJECT QUALITY MANAGEMENT
bull provides all the tools to make sure your project turnsout as planned
bull harnessing everyonersquos effort to achieve zero defects atlowest cost and zero defects means continuallysatisfying customer requirements
bull I s viewed as a total commitment to manage a firmrsquosresources to achieve the highest levels of performance ineverything in which the firm is involved
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3152
PROJECT QUALITY MANAGEMENT
is a method for ensuring that allthe activities necessary to designdevelop and implement a productor service are effective and
efficient with respect to thesystem and its performance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3252
Attitude of mind
QualityAssurance
QualityControl
Quality of managementprocess
Quality of theproduct
Ultimate Goal
Achieving a
quality product
CurativeMedicine
Preventivemedicine
Achieving Quality on Projects
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3352
Approach to project
quality
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3452
Quality Assurance Strategy
Test andInspection
Quality Control
Quality Assurance withContinuous Improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3552
PLAN-DO-CHECK-ACT CYCLE
DO
QUALITY ASSURANCE
PLAN
QUALITY PLAN
CHECK
QUALITY CONTROL
ACT
QUALITY IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3652
Quality Planning ndash identify which quality standards are relevant
to the project and determining how to satisfy them1 Input
bull Quality Improvement
bull Quality Policy
bull
Project Descriptionbull Standard Regulation
2 Tools and Techniques
bull BenefitCost Analysis
bull Benchmarking
bull Flowcharting
3 Outputs
bull Quality Management Planbull Operational Definitions]
bull Checklist
PLAN
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3752
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3852
Quality Control - monitoring specific project results to
determine if they comply with the relevant quality standards and identify ways to eliminate causes of unsatisfactory performance
1 Inputbull Works resultsbull Quality Mngt Planbull Operational Definitionbull Checklist
2 Tools and Techniquesbull Inspectionbull Seven New Quality Control Tools
(Pareto Analysis Data ndash Tables Cause-Effect Analysis Trend Analysis
Histograms Scatter Diagrams Control Charts) and other ManagementTools and Techniques
3 Outputsbull Quality Improvementsbull
Acceptance Decisionsbull Reworkbull Completed Checklistbull Process Adjustments
CHECK
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3952
Quality Improvement - includes taking action to increase theeffectiveness and efficiency of the project maintaining and improving the current standard
1 Input
bull Quality Improvement Philosophy and Principles
2 Tools and Techniquesbull Suggestion Schemebull 5rsquos (Sort Systematize Sweep Sanitize Self -Discipline)bull Work Simplification (Work Measurement amp Work Study)
bull Quality Circlebull ISO 9000 (Quality Management System Standards)
3 Output
bull Improved Quality Standard
ACT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4052
FIVE TYPES OF PROBLEMS
Compliance
Unstructured
Efficiency
Process Design
Product Design
CONTINUOUS PROCESS IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4152
CONTINUOUS PROCESS IMPROVEMENTCYCLE
Phase IIdentify the Opportunity
Phase 2Analyze the process
Phase 3
Develop theoptimal solution(s)
Phase 4
Implementation
Phae 5 Study
the results
Phase 7Plan for the future
Phase 6Standardize
the solution
Act Plan
DoStudy
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4252
A good quality assurance system in theconstruction will
bull
Identify objectives and standardsbull Be multifunctional and preventionoriented
bull Plan for collection and use data in acycle of continuous improvement
bull Plan for the establishment of andmaintenance of performance measure
Why Quality Assurance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4352
Document Control To ensure
employees have the correct proceduresand the procedures are properlymaintained
Audits To verify quality procedures arebeing followed
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4452
Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2052
TOTAL QUALITY MANAGEMENT(TQM)
R ndash Relationships with customersU ndash understanding and commitment byemployees
C ndash CommunicationsT ndash TeamworkI ndash Independent certification to ISO 9000
O ndash Objective measurementN ndash Natural use of tools and techniques
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2152
WHAT IS CUSTOMER SATISFACTION
Is it due to Product quality
Is it due to pricing
Is it due to good customer service
Is it due to company reputation
Is it something more
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2252
CUSTOMER SATISFACTION
Customer is the Boss orrsquoKingrsquoCustomer dictates the market trends and directionCustomer not only has needs to be supplied( basicperformance functions)
Also he lsquowants what he wantsrsquo( additional features satisfy himand influence his purchase decision)Hence the Suppliers and Manufacturers have to closely followat the heel of the customer
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2352
CUSTOMER TYPES
External and Internal customers
External ndash current prospective and lost customers
Internal ndash Every person in a process is a customer of theprevious operation( applies todesignmanufacturingsalessupplies etc) [Each workershould see that the quality meets expectations of the nextperson in the supplier-to-customer chain ]
TQM is commitment to customer-focus - internal andexternal customers
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2452
INTERNAL CUSTOMERSUPPLIERRELATIONSHIPS
Questions asked by people to their internalcustomers
What do you need from meWhat do you do with my output
Are there any gaps between what you need
and what you getGood team-work and inter-Departmentalharmony is required Also the leaders role in
supervising the internal customer-supplier
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2552
TQM AND CUSTOMER QUALITY PERCEPTS
TQM is quality management and managementof quality ndash there is no full stop and no break inthe chainContinuous process (quality) improvement is allits aboutWhy One important reason is the customer
quality level is not static and his expectationskeep changing and his demands tooAlso plant process dynamics- how to achievemaximum efficiency optimizing cost and
erformance in the rocess o erations
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2652
The ldquoplan -do-check-actrdquo cycle is the basisfor qualityimprovement
Quality improvementinitiatives can improvethe quality of projectmanagement as wellas the quality of theproduct
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2752
7 HABITS OF HIGHLY EFFECTIVE PEOPLE( STEPHEN COVEY)
Be pro-active
Begin with the end in mind
Put first things first ( refCoveyrsquos Time managementmatrix pg35)
Think win-win
Seek first to understand then to be understood
SynergySharpen the saw
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2852
QUALITY MANAGEMENT
PROGRAM
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2952
QUALITY MANAGEMENT COMPLEMENTSPROJECT MANAGEMENT
QM amp PM both recognize the importance of
four (4) basic principles
Customer satisfaction
Prevention over inspectionManagement responsibility
Continuous improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3052
PROJECT QUALITY MANAGEMENT
bull provides all the tools to make sure your project turnsout as planned
bull harnessing everyonersquos effort to achieve zero defects atlowest cost and zero defects means continuallysatisfying customer requirements
bull I s viewed as a total commitment to manage a firmrsquosresources to achieve the highest levels of performance ineverything in which the firm is involved
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3152
PROJECT QUALITY MANAGEMENT
is a method for ensuring that allthe activities necessary to designdevelop and implement a productor service are effective and
efficient with respect to thesystem and its performance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3252
Attitude of mind
QualityAssurance
QualityControl
Quality of managementprocess
Quality of theproduct
Ultimate Goal
Achieving a
quality product
CurativeMedicine
Preventivemedicine
Achieving Quality on Projects
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3352
Approach to project
quality
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3452
Quality Assurance Strategy
Test andInspection
Quality Control
Quality Assurance withContinuous Improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3552
PLAN-DO-CHECK-ACT CYCLE
DO
QUALITY ASSURANCE
PLAN
QUALITY PLAN
CHECK
QUALITY CONTROL
ACT
QUALITY IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3652
Quality Planning ndash identify which quality standards are relevant
to the project and determining how to satisfy them1 Input
bull Quality Improvement
bull Quality Policy
bull
Project Descriptionbull Standard Regulation
2 Tools and Techniques
bull BenefitCost Analysis
bull Benchmarking
bull Flowcharting
3 Outputs
bull Quality Management Planbull Operational Definitions]
bull Checklist
PLAN
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3752
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3852
Quality Control - monitoring specific project results to
determine if they comply with the relevant quality standards and identify ways to eliminate causes of unsatisfactory performance
1 Inputbull Works resultsbull Quality Mngt Planbull Operational Definitionbull Checklist
2 Tools and Techniquesbull Inspectionbull Seven New Quality Control Tools
(Pareto Analysis Data ndash Tables Cause-Effect Analysis Trend Analysis
Histograms Scatter Diagrams Control Charts) and other ManagementTools and Techniques
3 Outputsbull Quality Improvementsbull
Acceptance Decisionsbull Reworkbull Completed Checklistbull Process Adjustments
CHECK
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3952
Quality Improvement - includes taking action to increase theeffectiveness and efficiency of the project maintaining and improving the current standard
1 Input
bull Quality Improvement Philosophy and Principles
2 Tools and Techniquesbull Suggestion Schemebull 5rsquos (Sort Systematize Sweep Sanitize Self -Discipline)bull Work Simplification (Work Measurement amp Work Study)
bull Quality Circlebull ISO 9000 (Quality Management System Standards)
3 Output
bull Improved Quality Standard
ACT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4052
FIVE TYPES OF PROBLEMS
Compliance
Unstructured
Efficiency
Process Design
Product Design
CONTINUOUS PROCESS IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4152
CONTINUOUS PROCESS IMPROVEMENTCYCLE
Phase IIdentify the Opportunity
Phase 2Analyze the process
Phase 3
Develop theoptimal solution(s)
Phase 4
Implementation
Phae 5 Study
the results
Phase 7Plan for the future
Phase 6Standardize
the solution
Act Plan
DoStudy
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4252
A good quality assurance system in theconstruction will
bull
Identify objectives and standardsbull Be multifunctional and preventionoriented
bull Plan for collection and use data in acycle of continuous improvement
bull Plan for the establishment of andmaintenance of performance measure
Why Quality Assurance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4352
Document Control To ensure
employees have the correct proceduresand the procedures are properlymaintained
Audits To verify quality procedures arebeing followed
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4452
Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2152
WHAT IS CUSTOMER SATISFACTION
Is it due to Product quality
Is it due to pricing
Is it due to good customer service
Is it due to company reputation
Is it something more
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2252
CUSTOMER SATISFACTION
Customer is the Boss orrsquoKingrsquoCustomer dictates the market trends and directionCustomer not only has needs to be supplied( basicperformance functions)
Also he lsquowants what he wantsrsquo( additional features satisfy himand influence his purchase decision)Hence the Suppliers and Manufacturers have to closely followat the heel of the customer
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2352
CUSTOMER TYPES
External and Internal customers
External ndash current prospective and lost customers
Internal ndash Every person in a process is a customer of theprevious operation( applies todesignmanufacturingsalessupplies etc) [Each workershould see that the quality meets expectations of the nextperson in the supplier-to-customer chain ]
TQM is commitment to customer-focus - internal andexternal customers
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2452
INTERNAL CUSTOMERSUPPLIERRELATIONSHIPS
Questions asked by people to their internalcustomers
What do you need from meWhat do you do with my output
Are there any gaps between what you need
and what you getGood team-work and inter-Departmentalharmony is required Also the leaders role in
supervising the internal customer-supplier
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2552
TQM AND CUSTOMER QUALITY PERCEPTS
TQM is quality management and managementof quality ndash there is no full stop and no break inthe chainContinuous process (quality) improvement is allits aboutWhy One important reason is the customer
quality level is not static and his expectationskeep changing and his demands tooAlso plant process dynamics- how to achievemaximum efficiency optimizing cost and
erformance in the rocess o erations
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2652
The ldquoplan -do-check-actrdquo cycle is the basisfor qualityimprovement
Quality improvementinitiatives can improvethe quality of projectmanagement as wellas the quality of theproduct
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2752
7 HABITS OF HIGHLY EFFECTIVE PEOPLE( STEPHEN COVEY)
Be pro-active
Begin with the end in mind
Put first things first ( refCoveyrsquos Time managementmatrix pg35)
Think win-win
Seek first to understand then to be understood
SynergySharpen the saw
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2852
QUALITY MANAGEMENT
PROGRAM
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2952
QUALITY MANAGEMENT COMPLEMENTSPROJECT MANAGEMENT
QM amp PM both recognize the importance of
four (4) basic principles
Customer satisfaction
Prevention over inspectionManagement responsibility
Continuous improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3052
PROJECT QUALITY MANAGEMENT
bull provides all the tools to make sure your project turnsout as planned
bull harnessing everyonersquos effort to achieve zero defects atlowest cost and zero defects means continuallysatisfying customer requirements
bull I s viewed as a total commitment to manage a firmrsquosresources to achieve the highest levels of performance ineverything in which the firm is involved
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3152
PROJECT QUALITY MANAGEMENT
is a method for ensuring that allthe activities necessary to designdevelop and implement a productor service are effective and
efficient with respect to thesystem and its performance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3252
Attitude of mind
QualityAssurance
QualityControl
Quality of managementprocess
Quality of theproduct
Ultimate Goal
Achieving a
quality product
CurativeMedicine
Preventivemedicine
Achieving Quality on Projects
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3352
Approach to project
quality
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3452
Quality Assurance Strategy
Test andInspection
Quality Control
Quality Assurance withContinuous Improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3552
PLAN-DO-CHECK-ACT CYCLE
DO
QUALITY ASSURANCE
PLAN
QUALITY PLAN
CHECK
QUALITY CONTROL
ACT
QUALITY IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3652
Quality Planning ndash identify which quality standards are relevant
to the project and determining how to satisfy them1 Input
bull Quality Improvement
bull Quality Policy
bull
Project Descriptionbull Standard Regulation
2 Tools and Techniques
bull BenefitCost Analysis
bull Benchmarking
bull Flowcharting
3 Outputs
bull Quality Management Planbull Operational Definitions]
bull Checklist
PLAN
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3752
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3852
Quality Control - monitoring specific project results to
determine if they comply with the relevant quality standards and identify ways to eliminate causes of unsatisfactory performance
1 Inputbull Works resultsbull Quality Mngt Planbull Operational Definitionbull Checklist
2 Tools and Techniquesbull Inspectionbull Seven New Quality Control Tools
(Pareto Analysis Data ndash Tables Cause-Effect Analysis Trend Analysis
Histograms Scatter Diagrams Control Charts) and other ManagementTools and Techniques
3 Outputsbull Quality Improvementsbull
Acceptance Decisionsbull Reworkbull Completed Checklistbull Process Adjustments
CHECK
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3952
Quality Improvement - includes taking action to increase theeffectiveness and efficiency of the project maintaining and improving the current standard
1 Input
bull Quality Improvement Philosophy and Principles
2 Tools and Techniquesbull Suggestion Schemebull 5rsquos (Sort Systematize Sweep Sanitize Self -Discipline)bull Work Simplification (Work Measurement amp Work Study)
bull Quality Circlebull ISO 9000 (Quality Management System Standards)
3 Output
bull Improved Quality Standard
ACT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4052
FIVE TYPES OF PROBLEMS
Compliance
Unstructured
Efficiency
Process Design
Product Design
CONTINUOUS PROCESS IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4152
CONTINUOUS PROCESS IMPROVEMENTCYCLE
Phase IIdentify the Opportunity
Phase 2Analyze the process
Phase 3
Develop theoptimal solution(s)
Phase 4
Implementation
Phae 5 Study
the results
Phase 7Plan for the future
Phase 6Standardize
the solution
Act Plan
DoStudy
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4252
A good quality assurance system in theconstruction will
bull
Identify objectives and standardsbull Be multifunctional and preventionoriented
bull Plan for collection and use data in acycle of continuous improvement
bull Plan for the establishment of andmaintenance of performance measure
Why Quality Assurance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4352
Document Control To ensure
employees have the correct proceduresand the procedures are properlymaintained
Audits To verify quality procedures arebeing followed
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4452
Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2252
CUSTOMER SATISFACTION
Customer is the Boss orrsquoKingrsquoCustomer dictates the market trends and directionCustomer not only has needs to be supplied( basicperformance functions)
Also he lsquowants what he wantsrsquo( additional features satisfy himand influence his purchase decision)Hence the Suppliers and Manufacturers have to closely followat the heel of the customer
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2352
CUSTOMER TYPES
External and Internal customers
External ndash current prospective and lost customers
Internal ndash Every person in a process is a customer of theprevious operation( applies todesignmanufacturingsalessupplies etc) [Each workershould see that the quality meets expectations of the nextperson in the supplier-to-customer chain ]
TQM is commitment to customer-focus - internal andexternal customers
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2452
INTERNAL CUSTOMERSUPPLIERRELATIONSHIPS
Questions asked by people to their internalcustomers
What do you need from meWhat do you do with my output
Are there any gaps between what you need
and what you getGood team-work and inter-Departmentalharmony is required Also the leaders role in
supervising the internal customer-supplier
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2552
TQM AND CUSTOMER QUALITY PERCEPTS
TQM is quality management and managementof quality ndash there is no full stop and no break inthe chainContinuous process (quality) improvement is allits aboutWhy One important reason is the customer
quality level is not static and his expectationskeep changing and his demands tooAlso plant process dynamics- how to achievemaximum efficiency optimizing cost and
erformance in the rocess o erations
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2652
The ldquoplan -do-check-actrdquo cycle is the basisfor qualityimprovement
Quality improvementinitiatives can improvethe quality of projectmanagement as wellas the quality of theproduct
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2752
7 HABITS OF HIGHLY EFFECTIVE PEOPLE( STEPHEN COVEY)
Be pro-active
Begin with the end in mind
Put first things first ( refCoveyrsquos Time managementmatrix pg35)
Think win-win
Seek first to understand then to be understood
SynergySharpen the saw
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2852
QUALITY MANAGEMENT
PROGRAM
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2952
QUALITY MANAGEMENT COMPLEMENTSPROJECT MANAGEMENT
QM amp PM both recognize the importance of
four (4) basic principles
Customer satisfaction
Prevention over inspectionManagement responsibility
Continuous improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3052
PROJECT QUALITY MANAGEMENT
bull provides all the tools to make sure your project turnsout as planned
bull harnessing everyonersquos effort to achieve zero defects atlowest cost and zero defects means continuallysatisfying customer requirements
bull I s viewed as a total commitment to manage a firmrsquosresources to achieve the highest levels of performance ineverything in which the firm is involved
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3152
PROJECT QUALITY MANAGEMENT
is a method for ensuring that allthe activities necessary to designdevelop and implement a productor service are effective and
efficient with respect to thesystem and its performance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3252
Attitude of mind
QualityAssurance
QualityControl
Quality of managementprocess
Quality of theproduct
Ultimate Goal
Achieving a
quality product
CurativeMedicine
Preventivemedicine
Achieving Quality on Projects
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3352
Approach to project
quality
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3452
Quality Assurance Strategy
Test andInspection
Quality Control
Quality Assurance withContinuous Improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3552
PLAN-DO-CHECK-ACT CYCLE
DO
QUALITY ASSURANCE
PLAN
QUALITY PLAN
CHECK
QUALITY CONTROL
ACT
QUALITY IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3652
Quality Planning ndash identify which quality standards are relevant
to the project and determining how to satisfy them1 Input
bull Quality Improvement
bull Quality Policy
bull
Project Descriptionbull Standard Regulation
2 Tools and Techniques
bull BenefitCost Analysis
bull Benchmarking
bull Flowcharting
3 Outputs
bull Quality Management Planbull Operational Definitions]
bull Checklist
PLAN
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3752
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3852
Quality Control - monitoring specific project results to
determine if they comply with the relevant quality standards and identify ways to eliminate causes of unsatisfactory performance
1 Inputbull Works resultsbull Quality Mngt Planbull Operational Definitionbull Checklist
2 Tools and Techniquesbull Inspectionbull Seven New Quality Control Tools
(Pareto Analysis Data ndash Tables Cause-Effect Analysis Trend Analysis
Histograms Scatter Diagrams Control Charts) and other ManagementTools and Techniques
3 Outputsbull Quality Improvementsbull
Acceptance Decisionsbull Reworkbull Completed Checklistbull Process Adjustments
CHECK
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3952
Quality Improvement - includes taking action to increase theeffectiveness and efficiency of the project maintaining and improving the current standard
1 Input
bull Quality Improvement Philosophy and Principles
2 Tools and Techniquesbull Suggestion Schemebull 5rsquos (Sort Systematize Sweep Sanitize Self -Discipline)bull Work Simplification (Work Measurement amp Work Study)
bull Quality Circlebull ISO 9000 (Quality Management System Standards)
3 Output
bull Improved Quality Standard
ACT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4052
FIVE TYPES OF PROBLEMS
Compliance
Unstructured
Efficiency
Process Design
Product Design
CONTINUOUS PROCESS IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4152
CONTINUOUS PROCESS IMPROVEMENTCYCLE
Phase IIdentify the Opportunity
Phase 2Analyze the process
Phase 3
Develop theoptimal solution(s)
Phase 4
Implementation
Phae 5 Study
the results
Phase 7Plan for the future
Phase 6Standardize
the solution
Act Plan
DoStudy
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4252
A good quality assurance system in theconstruction will
bull
Identify objectives and standardsbull Be multifunctional and preventionoriented
bull Plan for collection and use data in acycle of continuous improvement
bull Plan for the establishment of andmaintenance of performance measure
Why Quality Assurance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4352
Document Control To ensure
employees have the correct proceduresand the procedures are properlymaintained
Audits To verify quality procedures arebeing followed
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4452
Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2352
CUSTOMER TYPES
External and Internal customers
External ndash current prospective and lost customers
Internal ndash Every person in a process is a customer of theprevious operation( applies todesignmanufacturingsalessupplies etc) [Each workershould see that the quality meets expectations of the nextperson in the supplier-to-customer chain ]
TQM is commitment to customer-focus - internal andexternal customers
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2452
INTERNAL CUSTOMERSUPPLIERRELATIONSHIPS
Questions asked by people to their internalcustomers
What do you need from meWhat do you do with my output
Are there any gaps between what you need
and what you getGood team-work and inter-Departmentalharmony is required Also the leaders role in
supervising the internal customer-supplier
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2552
TQM AND CUSTOMER QUALITY PERCEPTS
TQM is quality management and managementof quality ndash there is no full stop and no break inthe chainContinuous process (quality) improvement is allits aboutWhy One important reason is the customer
quality level is not static and his expectationskeep changing and his demands tooAlso plant process dynamics- how to achievemaximum efficiency optimizing cost and
erformance in the rocess o erations
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2652
The ldquoplan -do-check-actrdquo cycle is the basisfor qualityimprovement
Quality improvementinitiatives can improvethe quality of projectmanagement as wellas the quality of theproduct
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2752
7 HABITS OF HIGHLY EFFECTIVE PEOPLE( STEPHEN COVEY)
Be pro-active
Begin with the end in mind
Put first things first ( refCoveyrsquos Time managementmatrix pg35)
Think win-win
Seek first to understand then to be understood
SynergySharpen the saw
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2852
QUALITY MANAGEMENT
PROGRAM
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2952
QUALITY MANAGEMENT COMPLEMENTSPROJECT MANAGEMENT
QM amp PM both recognize the importance of
four (4) basic principles
Customer satisfaction
Prevention over inspectionManagement responsibility
Continuous improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3052
PROJECT QUALITY MANAGEMENT
bull provides all the tools to make sure your project turnsout as planned
bull harnessing everyonersquos effort to achieve zero defects atlowest cost and zero defects means continuallysatisfying customer requirements
bull I s viewed as a total commitment to manage a firmrsquosresources to achieve the highest levels of performance ineverything in which the firm is involved
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3152
PROJECT QUALITY MANAGEMENT
is a method for ensuring that allthe activities necessary to designdevelop and implement a productor service are effective and
efficient with respect to thesystem and its performance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3252
Attitude of mind
QualityAssurance
QualityControl
Quality of managementprocess
Quality of theproduct
Ultimate Goal
Achieving a
quality product
CurativeMedicine
Preventivemedicine
Achieving Quality on Projects
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3352
Approach to project
quality
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3452
Quality Assurance Strategy
Test andInspection
Quality Control
Quality Assurance withContinuous Improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3552
PLAN-DO-CHECK-ACT CYCLE
DO
QUALITY ASSURANCE
PLAN
QUALITY PLAN
CHECK
QUALITY CONTROL
ACT
QUALITY IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3652
Quality Planning ndash identify which quality standards are relevant
to the project and determining how to satisfy them1 Input
bull Quality Improvement
bull Quality Policy
bull
Project Descriptionbull Standard Regulation
2 Tools and Techniques
bull BenefitCost Analysis
bull Benchmarking
bull Flowcharting
3 Outputs
bull Quality Management Planbull Operational Definitions]
bull Checklist
PLAN
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3752
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3852
Quality Control - monitoring specific project results to
determine if they comply with the relevant quality standards and identify ways to eliminate causes of unsatisfactory performance
1 Inputbull Works resultsbull Quality Mngt Planbull Operational Definitionbull Checklist
2 Tools and Techniquesbull Inspectionbull Seven New Quality Control Tools
(Pareto Analysis Data ndash Tables Cause-Effect Analysis Trend Analysis
Histograms Scatter Diagrams Control Charts) and other ManagementTools and Techniques
3 Outputsbull Quality Improvementsbull
Acceptance Decisionsbull Reworkbull Completed Checklistbull Process Adjustments
CHECK
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3952
Quality Improvement - includes taking action to increase theeffectiveness and efficiency of the project maintaining and improving the current standard
1 Input
bull Quality Improvement Philosophy and Principles
2 Tools and Techniquesbull Suggestion Schemebull 5rsquos (Sort Systematize Sweep Sanitize Self -Discipline)bull Work Simplification (Work Measurement amp Work Study)
bull Quality Circlebull ISO 9000 (Quality Management System Standards)
3 Output
bull Improved Quality Standard
ACT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4052
FIVE TYPES OF PROBLEMS
Compliance
Unstructured
Efficiency
Process Design
Product Design
CONTINUOUS PROCESS IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4152
CONTINUOUS PROCESS IMPROVEMENTCYCLE
Phase IIdentify the Opportunity
Phase 2Analyze the process
Phase 3
Develop theoptimal solution(s)
Phase 4
Implementation
Phae 5 Study
the results
Phase 7Plan for the future
Phase 6Standardize
the solution
Act Plan
DoStudy
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4252
A good quality assurance system in theconstruction will
bull
Identify objectives and standardsbull Be multifunctional and preventionoriented
bull Plan for collection and use data in acycle of continuous improvement
bull Plan for the establishment of andmaintenance of performance measure
Why Quality Assurance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4352
Document Control To ensure
employees have the correct proceduresand the procedures are properlymaintained
Audits To verify quality procedures arebeing followed
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4452
Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2452
INTERNAL CUSTOMERSUPPLIERRELATIONSHIPS
Questions asked by people to their internalcustomers
What do you need from meWhat do you do with my output
Are there any gaps between what you need
and what you getGood team-work and inter-Departmentalharmony is required Also the leaders role in
supervising the internal customer-supplier
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2552
TQM AND CUSTOMER QUALITY PERCEPTS
TQM is quality management and managementof quality ndash there is no full stop and no break inthe chainContinuous process (quality) improvement is allits aboutWhy One important reason is the customer
quality level is not static and his expectationskeep changing and his demands tooAlso plant process dynamics- how to achievemaximum efficiency optimizing cost and
erformance in the rocess o erations
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2652
The ldquoplan -do-check-actrdquo cycle is the basisfor qualityimprovement
Quality improvementinitiatives can improvethe quality of projectmanagement as wellas the quality of theproduct
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2752
7 HABITS OF HIGHLY EFFECTIVE PEOPLE( STEPHEN COVEY)
Be pro-active
Begin with the end in mind
Put first things first ( refCoveyrsquos Time managementmatrix pg35)
Think win-win
Seek first to understand then to be understood
SynergySharpen the saw
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2852
QUALITY MANAGEMENT
PROGRAM
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2952
QUALITY MANAGEMENT COMPLEMENTSPROJECT MANAGEMENT
QM amp PM both recognize the importance of
four (4) basic principles
Customer satisfaction
Prevention over inspectionManagement responsibility
Continuous improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3052
PROJECT QUALITY MANAGEMENT
bull provides all the tools to make sure your project turnsout as planned
bull harnessing everyonersquos effort to achieve zero defects atlowest cost and zero defects means continuallysatisfying customer requirements
bull I s viewed as a total commitment to manage a firmrsquosresources to achieve the highest levels of performance ineverything in which the firm is involved
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3152
PROJECT QUALITY MANAGEMENT
is a method for ensuring that allthe activities necessary to designdevelop and implement a productor service are effective and
efficient with respect to thesystem and its performance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3252
Attitude of mind
QualityAssurance
QualityControl
Quality of managementprocess
Quality of theproduct
Ultimate Goal
Achieving a
quality product
CurativeMedicine
Preventivemedicine
Achieving Quality on Projects
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3352
Approach to project
quality
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3452
Quality Assurance Strategy
Test andInspection
Quality Control
Quality Assurance withContinuous Improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3552
PLAN-DO-CHECK-ACT CYCLE
DO
QUALITY ASSURANCE
PLAN
QUALITY PLAN
CHECK
QUALITY CONTROL
ACT
QUALITY IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3652
Quality Planning ndash identify which quality standards are relevant
to the project and determining how to satisfy them1 Input
bull Quality Improvement
bull Quality Policy
bull
Project Descriptionbull Standard Regulation
2 Tools and Techniques
bull BenefitCost Analysis
bull Benchmarking
bull Flowcharting
3 Outputs
bull Quality Management Planbull Operational Definitions]
bull Checklist
PLAN
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3752
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3852
Quality Control - monitoring specific project results to
determine if they comply with the relevant quality standards and identify ways to eliminate causes of unsatisfactory performance
1 Inputbull Works resultsbull Quality Mngt Planbull Operational Definitionbull Checklist
2 Tools and Techniquesbull Inspectionbull Seven New Quality Control Tools
(Pareto Analysis Data ndash Tables Cause-Effect Analysis Trend Analysis
Histograms Scatter Diagrams Control Charts) and other ManagementTools and Techniques
3 Outputsbull Quality Improvementsbull
Acceptance Decisionsbull Reworkbull Completed Checklistbull Process Adjustments
CHECK
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3952
Quality Improvement - includes taking action to increase theeffectiveness and efficiency of the project maintaining and improving the current standard
1 Input
bull Quality Improvement Philosophy and Principles
2 Tools and Techniquesbull Suggestion Schemebull 5rsquos (Sort Systematize Sweep Sanitize Self -Discipline)bull Work Simplification (Work Measurement amp Work Study)
bull Quality Circlebull ISO 9000 (Quality Management System Standards)
3 Output
bull Improved Quality Standard
ACT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4052
FIVE TYPES OF PROBLEMS
Compliance
Unstructured
Efficiency
Process Design
Product Design
CONTINUOUS PROCESS IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4152
CONTINUOUS PROCESS IMPROVEMENTCYCLE
Phase IIdentify the Opportunity
Phase 2Analyze the process
Phase 3
Develop theoptimal solution(s)
Phase 4
Implementation
Phae 5 Study
the results
Phase 7Plan for the future
Phase 6Standardize
the solution
Act Plan
DoStudy
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4252
A good quality assurance system in theconstruction will
bull
Identify objectives and standardsbull Be multifunctional and preventionoriented
bull Plan for collection and use data in acycle of continuous improvement
bull Plan for the establishment of andmaintenance of performance measure
Why Quality Assurance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4352
Document Control To ensure
employees have the correct proceduresand the procedures are properlymaintained
Audits To verify quality procedures arebeing followed
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4452
Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2552
TQM AND CUSTOMER QUALITY PERCEPTS
TQM is quality management and managementof quality ndash there is no full stop and no break inthe chainContinuous process (quality) improvement is allits aboutWhy One important reason is the customer
quality level is not static and his expectationskeep changing and his demands tooAlso plant process dynamics- how to achievemaximum efficiency optimizing cost and
erformance in the rocess o erations
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2652
The ldquoplan -do-check-actrdquo cycle is the basisfor qualityimprovement
Quality improvementinitiatives can improvethe quality of projectmanagement as wellas the quality of theproduct
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2752
7 HABITS OF HIGHLY EFFECTIVE PEOPLE( STEPHEN COVEY)
Be pro-active
Begin with the end in mind
Put first things first ( refCoveyrsquos Time managementmatrix pg35)
Think win-win
Seek first to understand then to be understood
SynergySharpen the saw
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2852
QUALITY MANAGEMENT
PROGRAM
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2952
QUALITY MANAGEMENT COMPLEMENTSPROJECT MANAGEMENT
QM amp PM both recognize the importance of
four (4) basic principles
Customer satisfaction
Prevention over inspectionManagement responsibility
Continuous improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3052
PROJECT QUALITY MANAGEMENT
bull provides all the tools to make sure your project turnsout as planned
bull harnessing everyonersquos effort to achieve zero defects atlowest cost and zero defects means continuallysatisfying customer requirements
bull I s viewed as a total commitment to manage a firmrsquosresources to achieve the highest levels of performance ineverything in which the firm is involved
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3152
PROJECT QUALITY MANAGEMENT
is a method for ensuring that allthe activities necessary to designdevelop and implement a productor service are effective and
efficient with respect to thesystem and its performance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3252
Attitude of mind
QualityAssurance
QualityControl
Quality of managementprocess
Quality of theproduct
Ultimate Goal
Achieving a
quality product
CurativeMedicine
Preventivemedicine
Achieving Quality on Projects
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3352
Approach to project
quality
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3452
Quality Assurance Strategy
Test andInspection
Quality Control
Quality Assurance withContinuous Improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3552
PLAN-DO-CHECK-ACT CYCLE
DO
QUALITY ASSURANCE
PLAN
QUALITY PLAN
CHECK
QUALITY CONTROL
ACT
QUALITY IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3652
Quality Planning ndash identify which quality standards are relevant
to the project and determining how to satisfy them1 Input
bull Quality Improvement
bull Quality Policy
bull
Project Descriptionbull Standard Regulation
2 Tools and Techniques
bull BenefitCost Analysis
bull Benchmarking
bull Flowcharting
3 Outputs
bull Quality Management Planbull Operational Definitions]
bull Checklist
PLAN
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3752
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3852
Quality Control - monitoring specific project results to
determine if they comply with the relevant quality standards and identify ways to eliminate causes of unsatisfactory performance
1 Inputbull Works resultsbull Quality Mngt Planbull Operational Definitionbull Checklist
2 Tools and Techniquesbull Inspectionbull Seven New Quality Control Tools
(Pareto Analysis Data ndash Tables Cause-Effect Analysis Trend Analysis
Histograms Scatter Diagrams Control Charts) and other ManagementTools and Techniques
3 Outputsbull Quality Improvementsbull
Acceptance Decisionsbull Reworkbull Completed Checklistbull Process Adjustments
CHECK
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3952
Quality Improvement - includes taking action to increase theeffectiveness and efficiency of the project maintaining and improving the current standard
1 Input
bull Quality Improvement Philosophy and Principles
2 Tools and Techniquesbull Suggestion Schemebull 5rsquos (Sort Systematize Sweep Sanitize Self -Discipline)bull Work Simplification (Work Measurement amp Work Study)
bull Quality Circlebull ISO 9000 (Quality Management System Standards)
3 Output
bull Improved Quality Standard
ACT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4052
FIVE TYPES OF PROBLEMS
Compliance
Unstructured
Efficiency
Process Design
Product Design
CONTINUOUS PROCESS IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4152
CONTINUOUS PROCESS IMPROVEMENTCYCLE
Phase IIdentify the Opportunity
Phase 2Analyze the process
Phase 3
Develop theoptimal solution(s)
Phase 4
Implementation
Phae 5 Study
the results
Phase 7Plan for the future
Phase 6Standardize
the solution
Act Plan
DoStudy
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4252
A good quality assurance system in theconstruction will
bull
Identify objectives and standardsbull Be multifunctional and preventionoriented
bull Plan for collection and use data in acycle of continuous improvement
bull Plan for the establishment of andmaintenance of performance measure
Why Quality Assurance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4352
Document Control To ensure
employees have the correct proceduresand the procedures are properlymaintained
Audits To verify quality procedures arebeing followed
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4452
Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2652
The ldquoplan -do-check-actrdquo cycle is the basisfor qualityimprovement
Quality improvementinitiatives can improvethe quality of projectmanagement as wellas the quality of theproduct
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2752
7 HABITS OF HIGHLY EFFECTIVE PEOPLE( STEPHEN COVEY)
Be pro-active
Begin with the end in mind
Put first things first ( refCoveyrsquos Time managementmatrix pg35)
Think win-win
Seek first to understand then to be understood
SynergySharpen the saw
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2852
QUALITY MANAGEMENT
PROGRAM
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2952
QUALITY MANAGEMENT COMPLEMENTSPROJECT MANAGEMENT
QM amp PM both recognize the importance of
four (4) basic principles
Customer satisfaction
Prevention over inspectionManagement responsibility
Continuous improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3052
PROJECT QUALITY MANAGEMENT
bull provides all the tools to make sure your project turnsout as planned
bull harnessing everyonersquos effort to achieve zero defects atlowest cost and zero defects means continuallysatisfying customer requirements
bull I s viewed as a total commitment to manage a firmrsquosresources to achieve the highest levels of performance ineverything in which the firm is involved
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3152
PROJECT QUALITY MANAGEMENT
is a method for ensuring that allthe activities necessary to designdevelop and implement a productor service are effective and
efficient with respect to thesystem and its performance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3252
Attitude of mind
QualityAssurance
QualityControl
Quality of managementprocess
Quality of theproduct
Ultimate Goal
Achieving a
quality product
CurativeMedicine
Preventivemedicine
Achieving Quality on Projects
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3352
Approach to project
quality
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3452
Quality Assurance Strategy
Test andInspection
Quality Control
Quality Assurance withContinuous Improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3552
PLAN-DO-CHECK-ACT CYCLE
DO
QUALITY ASSURANCE
PLAN
QUALITY PLAN
CHECK
QUALITY CONTROL
ACT
QUALITY IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3652
Quality Planning ndash identify which quality standards are relevant
to the project and determining how to satisfy them1 Input
bull Quality Improvement
bull Quality Policy
bull
Project Descriptionbull Standard Regulation
2 Tools and Techniques
bull BenefitCost Analysis
bull Benchmarking
bull Flowcharting
3 Outputs
bull Quality Management Planbull Operational Definitions]
bull Checklist
PLAN
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3752
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3852
Quality Control - monitoring specific project results to
determine if they comply with the relevant quality standards and identify ways to eliminate causes of unsatisfactory performance
1 Inputbull Works resultsbull Quality Mngt Planbull Operational Definitionbull Checklist
2 Tools and Techniquesbull Inspectionbull Seven New Quality Control Tools
(Pareto Analysis Data ndash Tables Cause-Effect Analysis Trend Analysis
Histograms Scatter Diagrams Control Charts) and other ManagementTools and Techniques
3 Outputsbull Quality Improvementsbull
Acceptance Decisionsbull Reworkbull Completed Checklistbull Process Adjustments
CHECK
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3952
Quality Improvement - includes taking action to increase theeffectiveness and efficiency of the project maintaining and improving the current standard
1 Input
bull Quality Improvement Philosophy and Principles
2 Tools and Techniquesbull Suggestion Schemebull 5rsquos (Sort Systematize Sweep Sanitize Self -Discipline)bull Work Simplification (Work Measurement amp Work Study)
bull Quality Circlebull ISO 9000 (Quality Management System Standards)
3 Output
bull Improved Quality Standard
ACT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4052
FIVE TYPES OF PROBLEMS
Compliance
Unstructured
Efficiency
Process Design
Product Design
CONTINUOUS PROCESS IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4152
CONTINUOUS PROCESS IMPROVEMENTCYCLE
Phase IIdentify the Opportunity
Phase 2Analyze the process
Phase 3
Develop theoptimal solution(s)
Phase 4
Implementation
Phae 5 Study
the results
Phase 7Plan for the future
Phase 6Standardize
the solution
Act Plan
DoStudy
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4252
A good quality assurance system in theconstruction will
bull
Identify objectives and standardsbull Be multifunctional and preventionoriented
bull Plan for collection and use data in acycle of continuous improvement
bull Plan for the establishment of andmaintenance of performance measure
Why Quality Assurance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4352
Document Control To ensure
employees have the correct proceduresand the procedures are properlymaintained
Audits To verify quality procedures arebeing followed
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4452
Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2752
7 HABITS OF HIGHLY EFFECTIVE PEOPLE( STEPHEN COVEY)
Be pro-active
Begin with the end in mind
Put first things first ( refCoveyrsquos Time managementmatrix pg35)
Think win-win
Seek first to understand then to be understood
SynergySharpen the saw
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2852
QUALITY MANAGEMENT
PROGRAM
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2952
QUALITY MANAGEMENT COMPLEMENTSPROJECT MANAGEMENT
QM amp PM both recognize the importance of
four (4) basic principles
Customer satisfaction
Prevention over inspectionManagement responsibility
Continuous improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3052
PROJECT QUALITY MANAGEMENT
bull provides all the tools to make sure your project turnsout as planned
bull harnessing everyonersquos effort to achieve zero defects atlowest cost and zero defects means continuallysatisfying customer requirements
bull I s viewed as a total commitment to manage a firmrsquosresources to achieve the highest levels of performance ineverything in which the firm is involved
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3152
PROJECT QUALITY MANAGEMENT
is a method for ensuring that allthe activities necessary to designdevelop and implement a productor service are effective and
efficient with respect to thesystem and its performance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3252
Attitude of mind
QualityAssurance
QualityControl
Quality of managementprocess
Quality of theproduct
Ultimate Goal
Achieving a
quality product
CurativeMedicine
Preventivemedicine
Achieving Quality on Projects
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3352
Approach to project
quality
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3452
Quality Assurance Strategy
Test andInspection
Quality Control
Quality Assurance withContinuous Improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3552
PLAN-DO-CHECK-ACT CYCLE
DO
QUALITY ASSURANCE
PLAN
QUALITY PLAN
CHECK
QUALITY CONTROL
ACT
QUALITY IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3652
Quality Planning ndash identify which quality standards are relevant
to the project and determining how to satisfy them1 Input
bull Quality Improvement
bull Quality Policy
bull
Project Descriptionbull Standard Regulation
2 Tools and Techniques
bull BenefitCost Analysis
bull Benchmarking
bull Flowcharting
3 Outputs
bull Quality Management Planbull Operational Definitions]
bull Checklist
PLAN
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3752
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3852
Quality Control - monitoring specific project results to
determine if they comply with the relevant quality standards and identify ways to eliminate causes of unsatisfactory performance
1 Inputbull Works resultsbull Quality Mngt Planbull Operational Definitionbull Checklist
2 Tools and Techniquesbull Inspectionbull Seven New Quality Control Tools
(Pareto Analysis Data ndash Tables Cause-Effect Analysis Trend Analysis
Histograms Scatter Diagrams Control Charts) and other ManagementTools and Techniques
3 Outputsbull Quality Improvementsbull
Acceptance Decisionsbull Reworkbull Completed Checklistbull Process Adjustments
CHECK
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3952
Quality Improvement - includes taking action to increase theeffectiveness and efficiency of the project maintaining and improving the current standard
1 Input
bull Quality Improvement Philosophy and Principles
2 Tools and Techniquesbull Suggestion Schemebull 5rsquos (Sort Systematize Sweep Sanitize Self -Discipline)bull Work Simplification (Work Measurement amp Work Study)
bull Quality Circlebull ISO 9000 (Quality Management System Standards)
3 Output
bull Improved Quality Standard
ACT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4052
FIVE TYPES OF PROBLEMS
Compliance
Unstructured
Efficiency
Process Design
Product Design
CONTINUOUS PROCESS IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4152
CONTINUOUS PROCESS IMPROVEMENTCYCLE
Phase IIdentify the Opportunity
Phase 2Analyze the process
Phase 3
Develop theoptimal solution(s)
Phase 4
Implementation
Phae 5 Study
the results
Phase 7Plan for the future
Phase 6Standardize
the solution
Act Plan
DoStudy
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4252
A good quality assurance system in theconstruction will
bull
Identify objectives and standardsbull Be multifunctional and preventionoriented
bull Plan for collection and use data in acycle of continuous improvement
bull Plan for the establishment of andmaintenance of performance measure
Why Quality Assurance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4352
Document Control To ensure
employees have the correct proceduresand the procedures are properlymaintained
Audits To verify quality procedures arebeing followed
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4452
Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2852
QUALITY MANAGEMENT
PROGRAM
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2952
QUALITY MANAGEMENT COMPLEMENTSPROJECT MANAGEMENT
QM amp PM both recognize the importance of
four (4) basic principles
Customer satisfaction
Prevention over inspectionManagement responsibility
Continuous improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3052
PROJECT QUALITY MANAGEMENT
bull provides all the tools to make sure your project turnsout as planned
bull harnessing everyonersquos effort to achieve zero defects atlowest cost and zero defects means continuallysatisfying customer requirements
bull I s viewed as a total commitment to manage a firmrsquosresources to achieve the highest levels of performance ineverything in which the firm is involved
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3152
PROJECT QUALITY MANAGEMENT
is a method for ensuring that allthe activities necessary to designdevelop and implement a productor service are effective and
efficient with respect to thesystem and its performance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3252
Attitude of mind
QualityAssurance
QualityControl
Quality of managementprocess
Quality of theproduct
Ultimate Goal
Achieving a
quality product
CurativeMedicine
Preventivemedicine
Achieving Quality on Projects
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3352
Approach to project
quality
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3452
Quality Assurance Strategy
Test andInspection
Quality Control
Quality Assurance withContinuous Improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3552
PLAN-DO-CHECK-ACT CYCLE
DO
QUALITY ASSURANCE
PLAN
QUALITY PLAN
CHECK
QUALITY CONTROL
ACT
QUALITY IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3652
Quality Planning ndash identify which quality standards are relevant
to the project and determining how to satisfy them1 Input
bull Quality Improvement
bull Quality Policy
bull
Project Descriptionbull Standard Regulation
2 Tools and Techniques
bull BenefitCost Analysis
bull Benchmarking
bull Flowcharting
3 Outputs
bull Quality Management Planbull Operational Definitions]
bull Checklist
PLAN
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3752
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3852
Quality Control - monitoring specific project results to
determine if they comply with the relevant quality standards and identify ways to eliminate causes of unsatisfactory performance
1 Inputbull Works resultsbull Quality Mngt Planbull Operational Definitionbull Checklist
2 Tools and Techniquesbull Inspectionbull Seven New Quality Control Tools
(Pareto Analysis Data ndash Tables Cause-Effect Analysis Trend Analysis
Histograms Scatter Diagrams Control Charts) and other ManagementTools and Techniques
3 Outputsbull Quality Improvementsbull
Acceptance Decisionsbull Reworkbull Completed Checklistbull Process Adjustments
CHECK
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3952
Quality Improvement - includes taking action to increase theeffectiveness and efficiency of the project maintaining and improving the current standard
1 Input
bull Quality Improvement Philosophy and Principles
2 Tools and Techniquesbull Suggestion Schemebull 5rsquos (Sort Systematize Sweep Sanitize Self -Discipline)bull Work Simplification (Work Measurement amp Work Study)
bull Quality Circlebull ISO 9000 (Quality Management System Standards)
3 Output
bull Improved Quality Standard
ACT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4052
FIVE TYPES OF PROBLEMS
Compliance
Unstructured
Efficiency
Process Design
Product Design
CONTINUOUS PROCESS IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4152
CONTINUOUS PROCESS IMPROVEMENTCYCLE
Phase IIdentify the Opportunity
Phase 2Analyze the process
Phase 3
Develop theoptimal solution(s)
Phase 4
Implementation
Phae 5 Study
the results
Phase 7Plan for the future
Phase 6Standardize
the solution
Act Plan
DoStudy
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4252
A good quality assurance system in theconstruction will
bull
Identify objectives and standardsbull Be multifunctional and preventionoriented
bull Plan for collection and use data in acycle of continuous improvement
bull Plan for the establishment of andmaintenance of performance measure
Why Quality Assurance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4352
Document Control To ensure
employees have the correct proceduresand the procedures are properlymaintained
Audits To verify quality procedures arebeing followed
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4452
Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 2952
QUALITY MANAGEMENT COMPLEMENTSPROJECT MANAGEMENT
QM amp PM both recognize the importance of
four (4) basic principles
Customer satisfaction
Prevention over inspectionManagement responsibility
Continuous improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3052
PROJECT QUALITY MANAGEMENT
bull provides all the tools to make sure your project turnsout as planned
bull harnessing everyonersquos effort to achieve zero defects atlowest cost and zero defects means continuallysatisfying customer requirements
bull I s viewed as a total commitment to manage a firmrsquosresources to achieve the highest levels of performance ineverything in which the firm is involved
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3152
PROJECT QUALITY MANAGEMENT
is a method for ensuring that allthe activities necessary to designdevelop and implement a productor service are effective and
efficient with respect to thesystem and its performance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3252
Attitude of mind
QualityAssurance
QualityControl
Quality of managementprocess
Quality of theproduct
Ultimate Goal
Achieving a
quality product
CurativeMedicine
Preventivemedicine
Achieving Quality on Projects
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3352
Approach to project
quality
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3452
Quality Assurance Strategy
Test andInspection
Quality Control
Quality Assurance withContinuous Improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3552
PLAN-DO-CHECK-ACT CYCLE
DO
QUALITY ASSURANCE
PLAN
QUALITY PLAN
CHECK
QUALITY CONTROL
ACT
QUALITY IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3652
Quality Planning ndash identify which quality standards are relevant
to the project and determining how to satisfy them1 Input
bull Quality Improvement
bull Quality Policy
bull
Project Descriptionbull Standard Regulation
2 Tools and Techniques
bull BenefitCost Analysis
bull Benchmarking
bull Flowcharting
3 Outputs
bull Quality Management Planbull Operational Definitions]
bull Checklist
PLAN
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3752
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3852
Quality Control - monitoring specific project results to
determine if they comply with the relevant quality standards and identify ways to eliminate causes of unsatisfactory performance
1 Inputbull Works resultsbull Quality Mngt Planbull Operational Definitionbull Checklist
2 Tools and Techniquesbull Inspectionbull Seven New Quality Control Tools
(Pareto Analysis Data ndash Tables Cause-Effect Analysis Trend Analysis
Histograms Scatter Diagrams Control Charts) and other ManagementTools and Techniques
3 Outputsbull Quality Improvementsbull
Acceptance Decisionsbull Reworkbull Completed Checklistbull Process Adjustments
CHECK
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3952
Quality Improvement - includes taking action to increase theeffectiveness and efficiency of the project maintaining and improving the current standard
1 Input
bull Quality Improvement Philosophy and Principles
2 Tools and Techniquesbull Suggestion Schemebull 5rsquos (Sort Systematize Sweep Sanitize Self -Discipline)bull Work Simplification (Work Measurement amp Work Study)
bull Quality Circlebull ISO 9000 (Quality Management System Standards)
3 Output
bull Improved Quality Standard
ACT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4052
FIVE TYPES OF PROBLEMS
Compliance
Unstructured
Efficiency
Process Design
Product Design
CONTINUOUS PROCESS IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4152
CONTINUOUS PROCESS IMPROVEMENTCYCLE
Phase IIdentify the Opportunity
Phase 2Analyze the process
Phase 3
Develop theoptimal solution(s)
Phase 4
Implementation
Phae 5 Study
the results
Phase 7Plan for the future
Phase 6Standardize
the solution
Act Plan
DoStudy
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4252
A good quality assurance system in theconstruction will
bull
Identify objectives and standardsbull Be multifunctional and preventionoriented
bull Plan for collection and use data in acycle of continuous improvement
bull Plan for the establishment of andmaintenance of performance measure
Why Quality Assurance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4352
Document Control To ensure
employees have the correct proceduresand the procedures are properlymaintained
Audits To verify quality procedures arebeing followed
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4452
Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3052
PROJECT QUALITY MANAGEMENT
bull provides all the tools to make sure your project turnsout as planned
bull harnessing everyonersquos effort to achieve zero defects atlowest cost and zero defects means continuallysatisfying customer requirements
bull I s viewed as a total commitment to manage a firmrsquosresources to achieve the highest levels of performance ineverything in which the firm is involved
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3152
PROJECT QUALITY MANAGEMENT
is a method for ensuring that allthe activities necessary to designdevelop and implement a productor service are effective and
efficient with respect to thesystem and its performance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3252
Attitude of mind
QualityAssurance
QualityControl
Quality of managementprocess
Quality of theproduct
Ultimate Goal
Achieving a
quality product
CurativeMedicine
Preventivemedicine
Achieving Quality on Projects
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3352
Approach to project
quality
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3452
Quality Assurance Strategy
Test andInspection
Quality Control
Quality Assurance withContinuous Improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3552
PLAN-DO-CHECK-ACT CYCLE
DO
QUALITY ASSURANCE
PLAN
QUALITY PLAN
CHECK
QUALITY CONTROL
ACT
QUALITY IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3652
Quality Planning ndash identify which quality standards are relevant
to the project and determining how to satisfy them1 Input
bull Quality Improvement
bull Quality Policy
bull
Project Descriptionbull Standard Regulation
2 Tools and Techniques
bull BenefitCost Analysis
bull Benchmarking
bull Flowcharting
3 Outputs
bull Quality Management Planbull Operational Definitions]
bull Checklist
PLAN
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3752
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3852
Quality Control - monitoring specific project results to
determine if they comply with the relevant quality standards and identify ways to eliminate causes of unsatisfactory performance
1 Inputbull Works resultsbull Quality Mngt Planbull Operational Definitionbull Checklist
2 Tools and Techniquesbull Inspectionbull Seven New Quality Control Tools
(Pareto Analysis Data ndash Tables Cause-Effect Analysis Trend Analysis
Histograms Scatter Diagrams Control Charts) and other ManagementTools and Techniques
3 Outputsbull Quality Improvementsbull
Acceptance Decisionsbull Reworkbull Completed Checklistbull Process Adjustments
CHECK
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3952
Quality Improvement - includes taking action to increase theeffectiveness and efficiency of the project maintaining and improving the current standard
1 Input
bull Quality Improvement Philosophy and Principles
2 Tools and Techniquesbull Suggestion Schemebull 5rsquos (Sort Systematize Sweep Sanitize Self -Discipline)bull Work Simplification (Work Measurement amp Work Study)
bull Quality Circlebull ISO 9000 (Quality Management System Standards)
3 Output
bull Improved Quality Standard
ACT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4052
FIVE TYPES OF PROBLEMS
Compliance
Unstructured
Efficiency
Process Design
Product Design
CONTINUOUS PROCESS IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4152
CONTINUOUS PROCESS IMPROVEMENTCYCLE
Phase IIdentify the Opportunity
Phase 2Analyze the process
Phase 3
Develop theoptimal solution(s)
Phase 4
Implementation
Phae 5 Study
the results
Phase 7Plan for the future
Phase 6Standardize
the solution
Act Plan
DoStudy
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4252
A good quality assurance system in theconstruction will
bull
Identify objectives and standardsbull Be multifunctional and preventionoriented
bull Plan for collection and use data in acycle of continuous improvement
bull Plan for the establishment of andmaintenance of performance measure
Why Quality Assurance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4352
Document Control To ensure
employees have the correct proceduresand the procedures are properlymaintained
Audits To verify quality procedures arebeing followed
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4452
Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3152
PROJECT QUALITY MANAGEMENT
is a method for ensuring that allthe activities necessary to designdevelop and implement a productor service are effective and
efficient with respect to thesystem and its performance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3252
Attitude of mind
QualityAssurance
QualityControl
Quality of managementprocess
Quality of theproduct
Ultimate Goal
Achieving a
quality product
CurativeMedicine
Preventivemedicine
Achieving Quality on Projects
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3352
Approach to project
quality
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3452
Quality Assurance Strategy
Test andInspection
Quality Control
Quality Assurance withContinuous Improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3552
PLAN-DO-CHECK-ACT CYCLE
DO
QUALITY ASSURANCE
PLAN
QUALITY PLAN
CHECK
QUALITY CONTROL
ACT
QUALITY IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3652
Quality Planning ndash identify which quality standards are relevant
to the project and determining how to satisfy them1 Input
bull Quality Improvement
bull Quality Policy
bull
Project Descriptionbull Standard Regulation
2 Tools and Techniques
bull BenefitCost Analysis
bull Benchmarking
bull Flowcharting
3 Outputs
bull Quality Management Planbull Operational Definitions]
bull Checklist
PLAN
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3752
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3852
Quality Control - monitoring specific project results to
determine if they comply with the relevant quality standards and identify ways to eliminate causes of unsatisfactory performance
1 Inputbull Works resultsbull Quality Mngt Planbull Operational Definitionbull Checklist
2 Tools and Techniquesbull Inspectionbull Seven New Quality Control Tools
(Pareto Analysis Data ndash Tables Cause-Effect Analysis Trend Analysis
Histograms Scatter Diagrams Control Charts) and other ManagementTools and Techniques
3 Outputsbull Quality Improvementsbull
Acceptance Decisionsbull Reworkbull Completed Checklistbull Process Adjustments
CHECK
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3952
Quality Improvement - includes taking action to increase theeffectiveness and efficiency of the project maintaining and improving the current standard
1 Input
bull Quality Improvement Philosophy and Principles
2 Tools and Techniquesbull Suggestion Schemebull 5rsquos (Sort Systematize Sweep Sanitize Self -Discipline)bull Work Simplification (Work Measurement amp Work Study)
bull Quality Circlebull ISO 9000 (Quality Management System Standards)
3 Output
bull Improved Quality Standard
ACT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4052
FIVE TYPES OF PROBLEMS
Compliance
Unstructured
Efficiency
Process Design
Product Design
CONTINUOUS PROCESS IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4152
CONTINUOUS PROCESS IMPROVEMENTCYCLE
Phase IIdentify the Opportunity
Phase 2Analyze the process
Phase 3
Develop theoptimal solution(s)
Phase 4
Implementation
Phae 5 Study
the results
Phase 7Plan for the future
Phase 6Standardize
the solution
Act Plan
DoStudy
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4252
A good quality assurance system in theconstruction will
bull
Identify objectives and standardsbull Be multifunctional and preventionoriented
bull Plan for collection and use data in acycle of continuous improvement
bull Plan for the establishment of andmaintenance of performance measure
Why Quality Assurance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4352
Document Control To ensure
employees have the correct proceduresand the procedures are properlymaintained
Audits To verify quality procedures arebeing followed
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4452
Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3252
Attitude of mind
QualityAssurance
QualityControl
Quality of managementprocess
Quality of theproduct
Ultimate Goal
Achieving a
quality product
CurativeMedicine
Preventivemedicine
Achieving Quality on Projects
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3352
Approach to project
quality
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3452
Quality Assurance Strategy
Test andInspection
Quality Control
Quality Assurance withContinuous Improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3552
PLAN-DO-CHECK-ACT CYCLE
DO
QUALITY ASSURANCE
PLAN
QUALITY PLAN
CHECK
QUALITY CONTROL
ACT
QUALITY IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3652
Quality Planning ndash identify which quality standards are relevant
to the project and determining how to satisfy them1 Input
bull Quality Improvement
bull Quality Policy
bull
Project Descriptionbull Standard Regulation
2 Tools and Techniques
bull BenefitCost Analysis
bull Benchmarking
bull Flowcharting
3 Outputs
bull Quality Management Planbull Operational Definitions]
bull Checklist
PLAN
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3752
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3852
Quality Control - monitoring specific project results to
determine if they comply with the relevant quality standards and identify ways to eliminate causes of unsatisfactory performance
1 Inputbull Works resultsbull Quality Mngt Planbull Operational Definitionbull Checklist
2 Tools and Techniquesbull Inspectionbull Seven New Quality Control Tools
(Pareto Analysis Data ndash Tables Cause-Effect Analysis Trend Analysis
Histograms Scatter Diagrams Control Charts) and other ManagementTools and Techniques
3 Outputsbull Quality Improvementsbull
Acceptance Decisionsbull Reworkbull Completed Checklistbull Process Adjustments
CHECK
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3952
Quality Improvement - includes taking action to increase theeffectiveness and efficiency of the project maintaining and improving the current standard
1 Input
bull Quality Improvement Philosophy and Principles
2 Tools and Techniquesbull Suggestion Schemebull 5rsquos (Sort Systematize Sweep Sanitize Self -Discipline)bull Work Simplification (Work Measurement amp Work Study)
bull Quality Circlebull ISO 9000 (Quality Management System Standards)
3 Output
bull Improved Quality Standard
ACT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4052
FIVE TYPES OF PROBLEMS
Compliance
Unstructured
Efficiency
Process Design
Product Design
CONTINUOUS PROCESS IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4152
CONTINUOUS PROCESS IMPROVEMENTCYCLE
Phase IIdentify the Opportunity
Phase 2Analyze the process
Phase 3
Develop theoptimal solution(s)
Phase 4
Implementation
Phae 5 Study
the results
Phase 7Plan for the future
Phase 6Standardize
the solution
Act Plan
DoStudy
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4252
A good quality assurance system in theconstruction will
bull
Identify objectives and standardsbull Be multifunctional and preventionoriented
bull Plan for collection and use data in acycle of continuous improvement
bull Plan for the establishment of andmaintenance of performance measure
Why Quality Assurance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4352
Document Control To ensure
employees have the correct proceduresand the procedures are properlymaintained
Audits To verify quality procedures arebeing followed
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4452
Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3352
Approach to project
quality
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3452
Quality Assurance Strategy
Test andInspection
Quality Control
Quality Assurance withContinuous Improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3552
PLAN-DO-CHECK-ACT CYCLE
DO
QUALITY ASSURANCE
PLAN
QUALITY PLAN
CHECK
QUALITY CONTROL
ACT
QUALITY IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3652
Quality Planning ndash identify which quality standards are relevant
to the project and determining how to satisfy them1 Input
bull Quality Improvement
bull Quality Policy
bull
Project Descriptionbull Standard Regulation
2 Tools and Techniques
bull BenefitCost Analysis
bull Benchmarking
bull Flowcharting
3 Outputs
bull Quality Management Planbull Operational Definitions]
bull Checklist
PLAN
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3752
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3852
Quality Control - monitoring specific project results to
determine if they comply with the relevant quality standards and identify ways to eliminate causes of unsatisfactory performance
1 Inputbull Works resultsbull Quality Mngt Planbull Operational Definitionbull Checklist
2 Tools and Techniquesbull Inspectionbull Seven New Quality Control Tools
(Pareto Analysis Data ndash Tables Cause-Effect Analysis Trend Analysis
Histograms Scatter Diagrams Control Charts) and other ManagementTools and Techniques
3 Outputsbull Quality Improvementsbull
Acceptance Decisionsbull Reworkbull Completed Checklistbull Process Adjustments
CHECK
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3952
Quality Improvement - includes taking action to increase theeffectiveness and efficiency of the project maintaining and improving the current standard
1 Input
bull Quality Improvement Philosophy and Principles
2 Tools and Techniquesbull Suggestion Schemebull 5rsquos (Sort Systematize Sweep Sanitize Self -Discipline)bull Work Simplification (Work Measurement amp Work Study)
bull Quality Circlebull ISO 9000 (Quality Management System Standards)
3 Output
bull Improved Quality Standard
ACT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4052
FIVE TYPES OF PROBLEMS
Compliance
Unstructured
Efficiency
Process Design
Product Design
CONTINUOUS PROCESS IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4152
CONTINUOUS PROCESS IMPROVEMENTCYCLE
Phase IIdentify the Opportunity
Phase 2Analyze the process
Phase 3
Develop theoptimal solution(s)
Phase 4
Implementation
Phae 5 Study
the results
Phase 7Plan for the future
Phase 6Standardize
the solution
Act Plan
DoStudy
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4252
A good quality assurance system in theconstruction will
bull
Identify objectives and standardsbull Be multifunctional and preventionoriented
bull Plan for collection and use data in acycle of continuous improvement
bull Plan for the establishment of andmaintenance of performance measure
Why Quality Assurance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4352
Document Control To ensure
employees have the correct proceduresand the procedures are properlymaintained
Audits To verify quality procedures arebeing followed
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4452
Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3452
Quality Assurance Strategy
Test andInspection
Quality Control
Quality Assurance withContinuous Improvement
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3552
PLAN-DO-CHECK-ACT CYCLE
DO
QUALITY ASSURANCE
PLAN
QUALITY PLAN
CHECK
QUALITY CONTROL
ACT
QUALITY IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3652
Quality Planning ndash identify which quality standards are relevant
to the project and determining how to satisfy them1 Input
bull Quality Improvement
bull Quality Policy
bull
Project Descriptionbull Standard Regulation
2 Tools and Techniques
bull BenefitCost Analysis
bull Benchmarking
bull Flowcharting
3 Outputs
bull Quality Management Planbull Operational Definitions]
bull Checklist
PLAN
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3752
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3852
Quality Control - monitoring specific project results to
determine if they comply with the relevant quality standards and identify ways to eliminate causes of unsatisfactory performance
1 Inputbull Works resultsbull Quality Mngt Planbull Operational Definitionbull Checklist
2 Tools and Techniquesbull Inspectionbull Seven New Quality Control Tools
(Pareto Analysis Data ndash Tables Cause-Effect Analysis Trend Analysis
Histograms Scatter Diagrams Control Charts) and other ManagementTools and Techniques
3 Outputsbull Quality Improvementsbull
Acceptance Decisionsbull Reworkbull Completed Checklistbull Process Adjustments
CHECK
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3952
Quality Improvement - includes taking action to increase theeffectiveness and efficiency of the project maintaining and improving the current standard
1 Input
bull Quality Improvement Philosophy and Principles
2 Tools and Techniquesbull Suggestion Schemebull 5rsquos (Sort Systematize Sweep Sanitize Self -Discipline)bull Work Simplification (Work Measurement amp Work Study)
bull Quality Circlebull ISO 9000 (Quality Management System Standards)
3 Output
bull Improved Quality Standard
ACT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4052
FIVE TYPES OF PROBLEMS
Compliance
Unstructured
Efficiency
Process Design
Product Design
CONTINUOUS PROCESS IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4152
CONTINUOUS PROCESS IMPROVEMENTCYCLE
Phase IIdentify the Opportunity
Phase 2Analyze the process
Phase 3
Develop theoptimal solution(s)
Phase 4
Implementation
Phae 5 Study
the results
Phase 7Plan for the future
Phase 6Standardize
the solution
Act Plan
DoStudy
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4252
A good quality assurance system in theconstruction will
bull
Identify objectives and standardsbull Be multifunctional and preventionoriented
bull Plan for collection and use data in acycle of continuous improvement
bull Plan for the establishment of andmaintenance of performance measure
Why Quality Assurance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4352
Document Control To ensure
employees have the correct proceduresand the procedures are properlymaintained
Audits To verify quality procedures arebeing followed
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4452
Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3552
PLAN-DO-CHECK-ACT CYCLE
DO
QUALITY ASSURANCE
PLAN
QUALITY PLAN
CHECK
QUALITY CONTROL
ACT
QUALITY IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3652
Quality Planning ndash identify which quality standards are relevant
to the project and determining how to satisfy them1 Input
bull Quality Improvement
bull Quality Policy
bull
Project Descriptionbull Standard Regulation
2 Tools and Techniques
bull BenefitCost Analysis
bull Benchmarking
bull Flowcharting
3 Outputs
bull Quality Management Planbull Operational Definitions]
bull Checklist
PLAN
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3752
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3852
Quality Control - monitoring specific project results to
determine if they comply with the relevant quality standards and identify ways to eliminate causes of unsatisfactory performance
1 Inputbull Works resultsbull Quality Mngt Planbull Operational Definitionbull Checklist
2 Tools and Techniquesbull Inspectionbull Seven New Quality Control Tools
(Pareto Analysis Data ndash Tables Cause-Effect Analysis Trend Analysis
Histograms Scatter Diagrams Control Charts) and other ManagementTools and Techniques
3 Outputsbull Quality Improvementsbull
Acceptance Decisionsbull Reworkbull Completed Checklistbull Process Adjustments
CHECK
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3952
Quality Improvement - includes taking action to increase theeffectiveness and efficiency of the project maintaining and improving the current standard
1 Input
bull Quality Improvement Philosophy and Principles
2 Tools and Techniquesbull Suggestion Schemebull 5rsquos (Sort Systematize Sweep Sanitize Self -Discipline)bull Work Simplification (Work Measurement amp Work Study)
bull Quality Circlebull ISO 9000 (Quality Management System Standards)
3 Output
bull Improved Quality Standard
ACT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4052
FIVE TYPES OF PROBLEMS
Compliance
Unstructured
Efficiency
Process Design
Product Design
CONTINUOUS PROCESS IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4152
CONTINUOUS PROCESS IMPROVEMENTCYCLE
Phase IIdentify the Opportunity
Phase 2Analyze the process
Phase 3
Develop theoptimal solution(s)
Phase 4
Implementation
Phae 5 Study
the results
Phase 7Plan for the future
Phase 6Standardize
the solution
Act Plan
DoStudy
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4252
A good quality assurance system in theconstruction will
bull
Identify objectives and standardsbull Be multifunctional and preventionoriented
bull Plan for collection and use data in acycle of continuous improvement
bull Plan for the establishment of andmaintenance of performance measure
Why Quality Assurance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4352
Document Control To ensure
employees have the correct proceduresand the procedures are properlymaintained
Audits To verify quality procedures arebeing followed
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4452
Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3652
Quality Planning ndash identify which quality standards are relevant
to the project and determining how to satisfy them1 Input
bull Quality Improvement
bull Quality Policy
bull
Project Descriptionbull Standard Regulation
2 Tools and Techniques
bull BenefitCost Analysis
bull Benchmarking
bull Flowcharting
3 Outputs
bull Quality Management Planbull Operational Definitions]
bull Checklist
PLAN
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3752
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3852
Quality Control - monitoring specific project results to
determine if they comply with the relevant quality standards and identify ways to eliminate causes of unsatisfactory performance
1 Inputbull Works resultsbull Quality Mngt Planbull Operational Definitionbull Checklist
2 Tools and Techniquesbull Inspectionbull Seven New Quality Control Tools
(Pareto Analysis Data ndash Tables Cause-Effect Analysis Trend Analysis
Histograms Scatter Diagrams Control Charts) and other ManagementTools and Techniques
3 Outputsbull Quality Improvementsbull
Acceptance Decisionsbull Reworkbull Completed Checklistbull Process Adjustments
CHECK
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3952
Quality Improvement - includes taking action to increase theeffectiveness and efficiency of the project maintaining and improving the current standard
1 Input
bull Quality Improvement Philosophy and Principles
2 Tools and Techniquesbull Suggestion Schemebull 5rsquos (Sort Systematize Sweep Sanitize Self -Discipline)bull Work Simplification (Work Measurement amp Work Study)
bull Quality Circlebull ISO 9000 (Quality Management System Standards)
3 Output
bull Improved Quality Standard
ACT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4052
FIVE TYPES OF PROBLEMS
Compliance
Unstructured
Efficiency
Process Design
Product Design
CONTINUOUS PROCESS IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4152
CONTINUOUS PROCESS IMPROVEMENTCYCLE
Phase IIdentify the Opportunity
Phase 2Analyze the process
Phase 3
Develop theoptimal solution(s)
Phase 4
Implementation
Phae 5 Study
the results
Phase 7Plan for the future
Phase 6Standardize
the solution
Act Plan
DoStudy
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4252
A good quality assurance system in theconstruction will
bull
Identify objectives and standardsbull Be multifunctional and preventionoriented
bull Plan for collection and use data in acycle of continuous improvement
bull Plan for the establishment of andmaintenance of performance measure
Why Quality Assurance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4352
Document Control To ensure
employees have the correct proceduresand the procedures are properlymaintained
Audits To verify quality procedures arebeing followed
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4452
Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3752
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3852
Quality Control - monitoring specific project results to
determine if they comply with the relevant quality standards and identify ways to eliminate causes of unsatisfactory performance
1 Inputbull Works resultsbull Quality Mngt Planbull Operational Definitionbull Checklist
2 Tools and Techniquesbull Inspectionbull Seven New Quality Control Tools
(Pareto Analysis Data ndash Tables Cause-Effect Analysis Trend Analysis
Histograms Scatter Diagrams Control Charts) and other ManagementTools and Techniques
3 Outputsbull Quality Improvementsbull
Acceptance Decisionsbull Reworkbull Completed Checklistbull Process Adjustments
CHECK
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3952
Quality Improvement - includes taking action to increase theeffectiveness and efficiency of the project maintaining and improving the current standard
1 Input
bull Quality Improvement Philosophy and Principles
2 Tools and Techniquesbull Suggestion Schemebull 5rsquos (Sort Systematize Sweep Sanitize Self -Discipline)bull Work Simplification (Work Measurement amp Work Study)
bull Quality Circlebull ISO 9000 (Quality Management System Standards)
3 Output
bull Improved Quality Standard
ACT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4052
FIVE TYPES OF PROBLEMS
Compliance
Unstructured
Efficiency
Process Design
Product Design
CONTINUOUS PROCESS IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4152
CONTINUOUS PROCESS IMPROVEMENTCYCLE
Phase IIdentify the Opportunity
Phase 2Analyze the process
Phase 3
Develop theoptimal solution(s)
Phase 4
Implementation
Phae 5 Study
the results
Phase 7Plan for the future
Phase 6Standardize
the solution
Act Plan
DoStudy
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4252
A good quality assurance system in theconstruction will
bull
Identify objectives and standardsbull Be multifunctional and preventionoriented
bull Plan for collection and use data in acycle of continuous improvement
bull Plan for the establishment of andmaintenance of performance measure
Why Quality Assurance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4352
Document Control To ensure
employees have the correct proceduresand the procedures are properlymaintained
Audits To verify quality procedures arebeing followed
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4452
Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3852
Quality Control - monitoring specific project results to
determine if they comply with the relevant quality standards and identify ways to eliminate causes of unsatisfactory performance
1 Inputbull Works resultsbull Quality Mngt Planbull Operational Definitionbull Checklist
2 Tools and Techniquesbull Inspectionbull Seven New Quality Control Tools
(Pareto Analysis Data ndash Tables Cause-Effect Analysis Trend Analysis
Histograms Scatter Diagrams Control Charts) and other ManagementTools and Techniques
3 Outputsbull Quality Improvementsbull
Acceptance Decisionsbull Reworkbull Completed Checklistbull Process Adjustments
CHECK
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3952
Quality Improvement - includes taking action to increase theeffectiveness and efficiency of the project maintaining and improving the current standard
1 Input
bull Quality Improvement Philosophy and Principles
2 Tools and Techniquesbull Suggestion Schemebull 5rsquos (Sort Systematize Sweep Sanitize Self -Discipline)bull Work Simplification (Work Measurement amp Work Study)
bull Quality Circlebull ISO 9000 (Quality Management System Standards)
3 Output
bull Improved Quality Standard
ACT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4052
FIVE TYPES OF PROBLEMS
Compliance
Unstructured
Efficiency
Process Design
Product Design
CONTINUOUS PROCESS IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4152
CONTINUOUS PROCESS IMPROVEMENTCYCLE
Phase IIdentify the Opportunity
Phase 2Analyze the process
Phase 3
Develop theoptimal solution(s)
Phase 4
Implementation
Phae 5 Study
the results
Phase 7Plan for the future
Phase 6Standardize
the solution
Act Plan
DoStudy
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4252
A good quality assurance system in theconstruction will
bull
Identify objectives and standardsbull Be multifunctional and preventionoriented
bull Plan for collection and use data in acycle of continuous improvement
bull Plan for the establishment of andmaintenance of performance measure
Why Quality Assurance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4352
Document Control To ensure
employees have the correct proceduresand the procedures are properlymaintained
Audits To verify quality procedures arebeing followed
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4452
Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 3952
Quality Improvement - includes taking action to increase theeffectiveness and efficiency of the project maintaining and improving the current standard
1 Input
bull Quality Improvement Philosophy and Principles
2 Tools and Techniquesbull Suggestion Schemebull 5rsquos (Sort Systematize Sweep Sanitize Self -Discipline)bull Work Simplification (Work Measurement amp Work Study)
bull Quality Circlebull ISO 9000 (Quality Management System Standards)
3 Output
bull Improved Quality Standard
ACT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4052
FIVE TYPES OF PROBLEMS
Compliance
Unstructured
Efficiency
Process Design
Product Design
CONTINUOUS PROCESS IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4152
CONTINUOUS PROCESS IMPROVEMENTCYCLE
Phase IIdentify the Opportunity
Phase 2Analyze the process
Phase 3
Develop theoptimal solution(s)
Phase 4
Implementation
Phae 5 Study
the results
Phase 7Plan for the future
Phase 6Standardize
the solution
Act Plan
DoStudy
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4252
A good quality assurance system in theconstruction will
bull
Identify objectives and standardsbull Be multifunctional and preventionoriented
bull Plan for collection and use data in acycle of continuous improvement
bull Plan for the establishment of andmaintenance of performance measure
Why Quality Assurance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4352
Document Control To ensure
employees have the correct proceduresand the procedures are properlymaintained
Audits To verify quality procedures arebeing followed
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4452
Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4052
FIVE TYPES OF PROBLEMS
Compliance
Unstructured
Efficiency
Process Design
Product Design
CONTINUOUS PROCESS IMPROVEMENT
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4152
CONTINUOUS PROCESS IMPROVEMENTCYCLE
Phase IIdentify the Opportunity
Phase 2Analyze the process
Phase 3
Develop theoptimal solution(s)
Phase 4
Implementation
Phae 5 Study
the results
Phase 7Plan for the future
Phase 6Standardize
the solution
Act Plan
DoStudy
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4252
A good quality assurance system in theconstruction will
bull
Identify objectives and standardsbull Be multifunctional and preventionoriented
bull Plan for collection and use data in acycle of continuous improvement
bull Plan for the establishment of andmaintenance of performance measure
Why Quality Assurance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4352
Document Control To ensure
employees have the correct proceduresand the procedures are properlymaintained
Audits To verify quality procedures arebeing followed
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4452
Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4152
CONTINUOUS PROCESS IMPROVEMENTCYCLE
Phase IIdentify the Opportunity
Phase 2Analyze the process
Phase 3
Develop theoptimal solution(s)
Phase 4
Implementation
Phae 5 Study
the results
Phase 7Plan for the future
Phase 6Standardize
the solution
Act Plan
DoStudy
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4252
A good quality assurance system in theconstruction will
bull
Identify objectives and standardsbull Be multifunctional and preventionoriented
bull Plan for collection and use data in acycle of continuous improvement
bull Plan for the establishment of andmaintenance of performance measure
Why Quality Assurance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4352
Document Control To ensure
employees have the correct proceduresand the procedures are properlymaintained
Audits To verify quality procedures arebeing followed
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4452
Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4252
A good quality assurance system in theconstruction will
bull
Identify objectives and standardsbull Be multifunctional and preventionoriented
bull Plan for collection and use data in acycle of continuous improvement
bull Plan for the establishment of andmaintenance of performance measure
Why Quality Assurance
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4352
Document Control To ensure
employees have the correct proceduresand the procedures are properlymaintained
Audits To verify quality procedures arebeing followed
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4452
Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4352
Document Control To ensure
employees have the correct proceduresand the procedures are properlymaintained
Audits To verify quality procedures arebeing followed
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4452
Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4452
Non-conformance Tracking To monitorand track quality issues to ensure thatdefects are kept from your customerCPA (corrective and preventative
action) To correct flawed processes (iequality procedures) when detected viaaudits and non-conformance tracking toprevent defects from reoccurring
Quality Assurance have a little value ifthe systematic methods were not
properly managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4552
Management Review Reviewingquality system data (performance)(quality metrics) to determine if thequality system is working and if it is nottaking the appropriate action to improve
the system
Quality Assurance have a little value if thesystematic methods were not properly
managed that includes
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4652
Why Quality Control
It is a process of diagnosis and cure Asthe facility is erected and commissioned itis checked against the specification to
ensure that it is of the required standardand any variance are eliminated Theactivities by which this is done must be (a)planned (b) tested ( c) recorded and(d) analysed
Planned quality control consumes resources and so activities must be planned so that those resources are allowed for in the projects estimated and are available to
conduct the tests at the right time
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4752
Tested it must be known that the method of checking the specification will highlight variances
Recorded the results must be recorded to provide a historical record for planning future projects and to be able to analyze trends
Analyzed the results must be analyzed to determine the cause of any variance so it can be eliminated and the
analysis of trends can indicate potential problems before they occur
Why Quality Control
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4852
REMINDERSQuality ControlQuality AssuranceQuality Management
Zero DefectsDo the Right Thing Right the FirstTime
Construction Improvement Process
WHICH STANDARDS CAN BE
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 4952
WHICH STANDARDS CAN BEINTEGRATED
ISO 9001 ndash QMS- Quality Management SystemISO 14001- EMS ndash EnvironmentalManagement System
OSHAS 18001 ndash Safety amp Health SystemISO 22000 ndash Food amp Safety ManagementSystem
ISO ISO 20000- IT Service ManagementSystem
ISOIEC 27000- Information Security System
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5052
WHY INTEGRATE REDUCE COSTSSAVES MANAGEMENT TIME
HARMONIZES SYSTEMS
HOLISTIC APPROACH TO RISKMANAGEMENT
ENHANCES BUSINESS FOCUS
OPTIMIZES INTERNAL amp EXTERNALAUDITS
IMPROVES COMMUNICATIONS
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5152
BEST FIVE RIDDLES1 A murderer is condemned to death He has to choose between three
rooms The first is full of raging fires The second is full ofassassins with loaded guns The third is full of lions that haventeaten in 3 years Which room is safest for him
2 A woman shoots her husband Then she holds him under water forover 5 minutes Finally she hangs him But 5 minutes later they bothgo out together and enjoy a wonderful dinner together How can thisbe
3 What is black when you buy it red when you use it and gray whenyou throw it away
4 Can you name three consecutive days without using the wordsWednesday Friday or Sunday
5 This is an unusual paragraphIm curious as to just how quickly you can find out what is so
unusual about it It looks so ordinary and plain that you would thinknothing was wrong with it In fact nothing is wrong with it It ishighly unusual though Study it and think about it but you still maynot find anything odd But if you work at it a bit you might find outTry to do so without any coaching
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph
882019 eDragon - Understanding Quality
httpslidepdfcomreaderfulledragon-understanding-quality 5252
ANSWERS
1 The third room Lions that havent eaten in three yearsare dead That one was easy right
2 The woman was a photographer She shot a picture of her husband developed it and hung it up to dry (shot heldunder water and hung)
3 Charcoal as it is used in barbecuing
4 Sure you can name three consecutive days yesterdaytoday and tomorrow
5 The letter e which is the most common letter used in theEnglish language does not appear even once in theparagraph