Introduction To Quality Management

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Introduction To Quality Management Topic 1

• Overview of Quality and Quality Management -
• What is Quality? 4 dimensions need, role,
  barriers and thinking/development of quality
  approaches
• What is service Quality?
• What is Quality Management?
• What is Quality by Design?
• What is ISO 9000 QMS?

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Introduction To Quality Management Topic 1

• Overview of Quality and Quality Management -
• Quality means different things to different
  people.
• E.g. Delivery on time, Meeting customers
  requirement, productivity, reduced labor
  costs,meeting suppliers requirements,
  competitiveness, branding, reliability,
  technology, Profit,fitness for purpose/use,
  delighting the customer, good marketing/tendering,
  functionality, compliance to specifications,
  meeting company goals and objectives,
  commitments, etc

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Introduction To Quality Management Topic 1

• Overview of Quality and Quality Management -
• Service Quality is,
• Fitness of use/customer expectation,
• Consistency to delivery (conformance) and
• Design quality subject to Continuous Improvement.
  Quality by design- before the Product Line, In
  the PL, End of the PL

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Introduction To Quality Management Topic 1

• Overview of Quality and Quality Management -
• QM is the planning, organizing,
  Controlling/Monitoring and directing of processes
  to ensure the objective are met.
• Whereas, TQM is more than QM in terms of system
  approach, communications, commitment, policy,
  culture, control, leadership (Oakland
  Sohal1996) in order to improve competitiveness,
  effectiveness, focuses on prevention not
  detection.

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Introduction To Quality Management Topic 1

• Overview of Quality and Quality Management -
• ISO 9000 QMS
• Foundation for quality excellence
• Documentation of Procedures
• Consistency of Service Quality
• Framework for Service Benchmarking
• Basis for Knowledge enhancement
• Continuous Improvement

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Introduction To Quality Management Topic 1

• Reasons why QM is Important to the Construction
  Industry (3 main reasons for pursuit of quality)
  - refer/read to Beckford, J 1998 Quality A
  critical Introduction Chap 1
• Economic Business initiatives, growing
  markets, Tiger vs. emerging economies, relocate
  ops to cheap labor countries (e.g. Sony, Nissan),
  better services, supply and demand, productivity
  and reliability issues, mergers acquisitions,
  imperative for Organization economic survival
  (reduced costs, increased productivity,
  Competitive and comparative advantage)
• Manufacturing drives service sector product and
  manufacturing cycle.

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Introduction To Quality Management Topic 1

• Reasons why QM is Important to the Construction
  Industry -
• Social Post-war era and recognition of quality
  on mgt platforms (Mayo, Herzberg McGregor
  different ways of designing managing jobs/orgs)
• Unemployment levels cause by achieving quality??
  - Minimize waste of talent, costs of defects,
  wastages and maintenance. E.g , zero defects, no
  rework or rectification. Efficient systems. In
  USA 25 of bldg cost due to waste and defects,
  Failures in design in UK amounted to gt 1Bn
  Studies showed 10 improvement in construction
  efficiency adds 2.5 to GDP (Australia, CIDA1993)

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Introduction To Quality Management Topic 1

• Reasons why QM is Important to the Construction
  Industry -
• Ethical
• Emergence of environmental movements.
• Minimize environmental damage, Global warming.
  Proper Waste and dumping of waste designs. Whose
  responsibility? At national and organization
  levels. At manager and individual level

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Introduction To Quality Management Topic 1

• Contd- Reasons why QM is Important to the
  Construction Industry -
• Other Factors
• Technological impact innovation, export
  technology, state-of the art materials and
  equipment, Internet Technology, disruptive
  technologies.
• Legal Political Privatization
  deregulations, reforms National reputation. Govt.
  Incentives for exporting services and
  Knowledge-based global economy. Regulations and
  statutory requirements.
• Question To what extend does the imperatives of
  economic,social, environmental,ethical,
  technological and Political/Legal have for
  quality apply in your country/Industry?

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Introduction To Quality Management Topic 1

• Economic equations
• Old way, Cost Profit Price (customer use to
  pay this)
• New way, Price (upfront) Cost(end of project)
  Profit, (can result in negative if no profit at
  end of project)
• Advocated 3rdway, Price Profit Cost,
  (based on cost performance budgets). E.g. Coy
  profit tender cost awarded costs to
  supplier/subcontractor or project procurement
  profit budget costs-awarded costs
• What are the key differences in the above
  application of the economic equations?. Give
  examples related to your work experience

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Introduction To Quality Management Topic 1

• Different views of of QM practices-
• Reluctance to accept due to lack of
  understanding, knowledge and awareness
• Reluctance to accept due to Org resistance to
  change
• Perception/mindset that QM only suitable for
  Manufacturing/assembly line environment
• Construction vs. Manufacturing. E.g. One-off
  projects vs. mass production. Permanent vs. Temp
  workforce
• Compare and contrast the different
  views/perspectives of QM in the Singapore
  construction industry? In relation to your
  organization's goals and objectives

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Introduction To Quality Management Topic 1

• QM terminology (What are the commonalities or
  differences in the terminologies or
  definition?.Do you practice/use such
  terminologies in your organization?. Gives
  examples.)
• QC The operational techniques and activities
  that are used to fulfill requirement for quality
  i.e. the control techniques and activities to
  ensure a product or service meets specification.
  E.g. design checks, testing equipment, Material
  and functional tests.

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Introduction To Quality Management Topic 1

• QM terminology
• QA All those planned and systematic actions
  necessary to provide adequate confidence that a
  product or service will satisfy given requirement
  for quality. Different from QC in that it is a
  preventive function and does not control.

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Introduction To Quality Management Topic 1

• QM terminology
• ISO 9000 definition AS/NZS ISO 84021994
  Quality management includes both quality control
  and quality assurance, as well as the additional
  concepts of quality policy, quality planning, and
  quality improvement. Quality management operates
  throughout the quality system.
• ISO 9000 Y2K stds. defines QM as a complete set
  of processes used in QM system

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Introduction To Quality Management Topic 1

• QM terminology
• QM and TQM similarities TQM is the management
  approach that achieves continuous incremental
  improvement in all processes, goods and services
  through the creative involvement of all people
  (CIDA 1993)

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Introduction To Quality Management Topic 1

• QM terminology
• Kubal 1994 TQM is a management processes of
  continuous internal improvement throughout an
  organization that ultimately results in
  improvements in the finished product

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Introduction To Quality Management Topic 1

• QM terminology
• Oakland Sohal, 1996 TQM is a comprehensive
  approach to improving competitiveness,
  effectiveness and flexibility through planning,
  organizing and understanding each activity, and
  involving each individual at each level

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Introduction To Quality Management Topic 1

• QM terminology
• Stebbing 1990 Continuous improvement cycle as
  the Quality Management //wheel of Plan,
  Train,Action, Monitor, Improve and Review
  (similar toTQM PDCA cycle)
• CWQC Company wide quality control
• TQC Total quality control

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Introduction To Quality Management Topic 1

• Summary
• Different views and definitions of QM/TQM,
  However CI is common in most of the
  research/practices. Suggested Paradigm shift in
  thinking beyond ISO 9000
• QM platforms supporting ISO 9000 QMS or TQM
• Importance of QM in construction Industry.
• Discuss/list the key differences of QC, QC, QCC,
  TQM, JIT, Business Process Re-engineering(BPR),
  ISO 9000 QMS, Singapore Quality Award?
• What is Design for quality, conformance of
  quality and fitness for purpose?

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Introduction To Quality Management Topic 1

• Assessment Questions- (Give examples of
  non-conformances and corrective actions taken
  that you have encountered in your organization)
• Identify and summarize 3 reasons why QM is
  important to the construction industry.
• Compare and contrast 3 economic equations and use
  them to justify why the construction industry
  needs to take a QM approach to the way it
  operates.

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Introduction To Quality Management Topic 1

• Assessment Questions- ( jot down your answers
  for week 2 class discussion on 12 Sep)
• Explain why views within the construction
  industry are wrong in thinking that QM is
  applicable only to an assembly line environment
  and is not applicable to construction.
• Argue why there is more commonality to be found
  behind the various quality definitions, terms and
  approaches than might generally be understood.