ISO 9000 AND TQM IN CONSTRUCTION

BY

N G HIRANANDANI PRINCIPAL

TOLANI POLYTECHNIC

7-Mar-14

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A Little Story
This is a story about four people named
Everybody, Somebody, Anybody, and Nobody. There was an important job to be done and Everybody was sure that Somebody would do it. Anybody could have done it, but Nobody did it. Somebody got angry about that, because it was Everybody's job. Everybody thought Anybody could do it, but Nobody realized that Everybody wouldn't do it. It ended up that Everybody blamed Somebody when Nobody did what Anybody could have done!
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What does the term "ISO" stand for?

The term ISO stands for the

International Organization for Standardization. You would

reasonably assume that it ought to be IOS, but it isn't. Apparently, the term ISO was chosen (instead of IOS), because iso in Greek means equal, and ISO wanted to convey the idea of equality - the idea that they develop standards to place organizations on an equal footing.
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ISO 9001:2000

THE INTERNATIONAL ORGANIZATION FOR STANDARDIZATION BEGAN IN LONDON IN 1946, DELEGATES FROM 25 COUNTRIES DECIDED TO CREATE A NEW INTERNATIONAL ORGANIZATION "THE OBJECT OF WHICH WOULD BE TO FACILITATE THE INTERNATIONAL COORDINATION AND UNIFICATION OF INDUSTRIAL STANDARDS". THE ORGANIZATION, ISO, BEGAN TO FUNCTION OFFICIALLY ON 23 FEBRUARY 1947.

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ISO 9001 IN BRIEF

ISO 9001 IS AMONG ISO'S MOST WELL
KNOWN STANDARDS EVER.

ISO 9001 HELPS ORGANIZATIONS TO

IMPLEMENT QUALITY MANAGEMENT.

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QUALITY MANAGEMENT
ISO 9001 IS FOR QUALITY
MANAGEMENT. QUALITY REFERS TO ALL THOSE FEATURES OF A PRODUCT (OR SERVICE) WHICH ARE REQUIRED BY THE CUSTOMER.

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QUALITY MANAGEMENT
QUALITY MANAGEMENT MEANS WHAT THE
ORGANIZATION DOES TO ENSURE THAT ITS PRODUCTS OR SERVICES SATISFY THE CUSTOMER'S QUALITY REQUIREMENTS AND COMPLY WITH ANY REGULATIONS APPLICABLE TO THOSE PRODUCTS OR SERVICES.

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QUALITY MANAGEMENT
QUALITY MANAGEMENT ALSO MEANS
WHAT THE ORGANIZATION DOES TO ENHANCE CUSTOMER SATISFACTION, AND ACHIEVE CONTINUAL IMPROVEMENT OF ITS PERFORMANCE.

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GENERIC STANDARDS
ISO 9001 IS GENERIC STANDARDS. GENERIC MEANS THAT THE SAME STANDARDS CAN BE APPLIED: TO ANY ORGANIZATION, LARGE OR SMALL, WHATEVER ITS PRODUCT OR SERVICE, IN ANY SECTOR OF ACTIVITY, AND WHETHER IT IS A BUSINESS ENTERPRISE, A PUBLIC ADMINISTRATION, OR A GOVERNMENT DEPARTMENT.

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MANAGEMENT SYSTEMS
MANAGEMENT SYSTEM MEANS WHAT THE ORGANIZATION DOES TO MANAGE ITS PROCESSES, OR ACTIVITIES IN ORDER THAT ITS PRODUCTS OR SERVICES MEET THE ORGANIZATIONS OBJECTIVES, SUCH AS SATISFYING THE CUSTOMER'S QUALITY REQUIREMENTS, COMPLYING TO REGULATIONS,

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MANAGEMENT SYSTEMS
TO BE REALLY EFFICIENT AND
EFFECTIVE, THE ORGANIZATION CAN MANAGE ITS WAY OF DOING THINGS BY SYSTEMIZING IT. SO THAT NOTHING IMPORTANT IS LEFT OUT.

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MANAGEMENT SYSTEMS
EVERYONE IS CLEAR ABOUT WHO IS
RESPONSIBLE FOR DOING WHAT, WHEN, HOW, WHY AND WHERE. MANAGEMENT SYSTEM STANDARDS PROVIDE THE ORGANIZATION WITH AN INTERNATIONAL, STATE-OF-THE-ART MODEL TO FOLLOW.
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PROCESSES, NOT PRODUCTS

ISO 9001 CONCERN THE WAY AN

ORGANIZATION GOES ABOUT ITS WORK. THEY ARE NOT PRODUCT STANDARDS. THEY ARE NOT SERVICE STANDARDS. THEY ARE PROCESS/SYSTEM STANDARDS. THEY CAN BE USED BY PRODUCT MANUFACTURERS AND SERVICE PROVIDERS.

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PROCESSES, NOT PRODUCTS

PROCESSES AFFECT FINAL PRODUCTS OR
SERVICES. ISO 9001 GIVES THE REQUIREMENTS FOR WHAT THE ORGANIZATION MUST DO TO MANAGE PROCESSES AFFECTING QUALITY OF ITS PRODUCTS AND SERVICES.
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THE ISO 9000

SO,ISO 9001 IS THE STANDARD THAT
GIVES THE REQUIREMENTS FOR A QUALITY MANAGEMENT SYSTEM. AND ISO 9001:2000 IS THE LATEST, IMPROVED VERSION.

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AN OVERVIEW OF ISO 9001:2000

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CUSTOMER FOCUS
ORGANIZATION DEPENDS ON CUSTOMERS UNDERSTAND CURRENT & FUTURE CUSTOMER NEEDS. MEET / EXCEED CUSTOMER EXPECTATIONS
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LEADERSHIP
LEADERS ESTABLISH PURPOSE & DIRECTION OF THE ORGANIZATION LEADERS SHOULD CREATE & MAINTAIN ENVIRONMENT TO ACHIEVE ORGANIZATIONS OBJECTIVES
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INVOLVEMENT OF PEOPLE
PEOPLE OF ALL LEVELS ARE ESSENCE OF AN ORGANIZATION THEIR FULL INVOLVEMENT IS FOR ORGANIZATIONS BENEFIT

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PROCESS APPROACH
DESIRED RESULTS ARE ACHIEVED MORE EFFICIENTLY WHEN ACTIVITIES AND RESOURCES ARE MANAGED AS PROCESS

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SYSTEM APPROACH TO MANAGEMENT

IDENTIFYING, UNDERSTANDING AND MANAGING INTERRELATED PROCESSES AS A SYSTEM ,CONTRIBUTES TO THE ORGANIZATIONS EFFECTIVENESS & EFFICIENCY

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CONTINUAL IMPROVEMENTS
CONTINUAL IMPROVEMENT OF THE ORGANIZATIONS OVERALL PERFORMANCE SHOULD BE A PERMANENT OBJECTIVE OF THE ORGANIZATION

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PROCESS APPROACH
CONTINUAL IMPROVEMENTS OF PROCESS
Understandings & meeting requirements PLAN

Processes in terms Of Added Value DO

PDCA Cycle

Continual improvements of Processes based on objective measurements ACTION

Measure results of process Performance and effectiveness - Objective Measurements CHECK

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FACTUAL APPROACH TO DECISION MAKING

EFFECTIVE DECISIONS ARE BASED ON THE ANALYSIS OF DATA AND INFORMATION

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MUTUALLY BENEFICIAL SUPPLIER RELATIONSHIPS

AN ORGANIZATION & ITS SUPPLIERS ARE INTERDEPENDENT MUTUALLY BENEFICIAL RELATIONSHIP ENHANCES THE ABILITY OF BOTH TO CREATE VALUE
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WHY A QUALITY MANAGEMENT SYSTEM ?

ORGANIZATION IMPROVEMENT MARKET POSITIONING CUSTOMER REQUIREMENT LEGAL REQUIREMENT SUPPLIER DEVELOPMENT
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BENEFITS OF A QUALITY MANAGEMENT SYSTEM.

IMPROVED INTERNAL TRANSFER OF KNOW

HOW. IMPROVED MORALE & MOTIVATION OF STAFF. REDUCED QUALITY COSTS. INCREASED COMPETITIVENESS. INCREASED PROFITABILITY. ENAHANCED CUSTOMER SATISFACTION & LOYALITY.

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ISO 9001:2000 NO FEAR! JUST PLAIN COMMON SENSE

ISO 9001:2000 IS A DOCUMENTED
MANAGEMENT SYSTEM THAT TELLS US WHAT WE DO, HOW WE DO IT AND WHO IS RESPONSIBLE FOR EACH PROCESS; ISO 9001:2000 ALSO PROVIDES STANDARD MANAGEMENT TOOLS TO RECORD PERTINENT PERFORMANCE INFORMATION, METHODS TO ANALYZE THE INFORMATION, AND FINALLY A STANDARD APPROACH TO PROBLEM SOLVING. 7-Mar-14

ISO 9001:2000 NO FEAR! JUST PLAIN COMMON SENSE

WITHOUT THESE STANDARD TOOLS THAT
PROVIDE CREDIBLE INFORMATION TO ALL MANAGEMENT AND EMPLOYEES, A PROPER ANALYSIS AND THE RESULTING ACTIONS MAY OR MAY NOT BE BASED ON REALITY;

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ISO 9001:2000 NO FEAR! JUST PLAIN COMMON SENSE

SUCCESS IN TODAYS MARKET PLACE
DEPENDS ON REACTING TO OUR CUSTOMERS NEEDS AND REQUIREMENTS AND TO BE READY FOR FUTURE REQUIREMENTS ALSO

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ISO 9001:2000 NO FEAR! JUST PLAIN COMMON SENSE

TO BE IN THIS READY POSITION FOR
OUR CUSTOMERS, WE MUST KNOW HOW WE ARE PERFORMING ON A DAY-TO-DAY BASIS AND BE ABLE TO DETERMINE IF WE ARE SATISFYING OUR CUSTOMERS NEEDS;

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ISO 9001:2000 MODEL

CONTINUAL IMPROVEMENT OF THE QUALITY MANAGEMENT SYSTEM

5.MANAGEMENT RESPONSIBILITY

CUSTOMERS

CUSTOMERS

QUALITY MANAGEMENT
SATISFACTION

6. RESOURCE MANAGEMENT

8. MEASUREMENT
ANALYSIS AND IMPROVEMENT

SYSTEM

REQUIREMENTS
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7. PRODUCT REALIZATION

PRODUCT

CONSUMPTION

PROCESS APPROACH
Process definition
Set of interrelated or interacting activities which transforms inputs into outputs

Identify the processes

Identify the Inputs & outputs

Identify the Interactions to other processes

Establish measurin g criteria

Ensure continual
improvements

Do it for all value adding processes

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PURCHASING PROCESS
Inputs
Required item / quantity / date Applicable specs Supplier source Suppliers capability to meet our requirements

Purchasing Procedure

Storage Inspection and Testing Manufacturing Finance

Interactions to

Outputs Receipt of Material on right condition Right Quality Right Quantity Right Time

Performance Measurements Delivery status On-time, On spec, NCP etc Supplier evaluation
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SYSTEM REQUIREMENTS/ STRUCTURE OF THE STANDARD

4 Quality Management System 5 Management Responsibility 6 Resource Management 7 Product Realization 8 Measurement Analysis & improvement

General requirements
Documentation Requirements

Management Commitment

Provision of resources Human resources

Infrastructures

Planning

General

Customer focus Quality policy

Customer related processes Design & development Purchasing

Monitoring & measurement Control of NCP

Planning Work environment

Responsibility, authority & communication

Analysis of data

Improvements Production & service provision

Management Reviews

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TQM

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TQM

TOTAL QUALITY INVOLVES EVERYONE AND ALL ACTIVITIES IN THE COMPANY

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TQM

QUALITY CONFORMANCE TO REQUIREMENTS (MEETING CUSTOMER REQUIREMENTS)

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TQM

MANAGEMENT QUALITY CAN AND MUST BE MANAGED.

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TQM
TQM A PROCESS FOR MANAGING QUALITY; IT MUST BE A CONTINUOUS WAY OF LIFE; A PHILOSOPHY OF PERPETUAL IMPROVEMENT IN EVERYTHING WE DO.

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TQM MODELS

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3 PILLARS OF TQM1 UNDERSTANDING

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3 PILLARS OF TQM2 IMPROVING & 3 ASSURANCE

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BUILDING BLOCKS OF TQM

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THE HOUSE OF TQM MODEL

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THE DRIVING FORCES OF TQM

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THE TRANSITION TO TQM ORGANISATION

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PDCA CYCLE

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TQM IN CONSTRUCTION PROJECT

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TYPICAL PROFILE OF CONTRACTORS Q A ACTIVITIES

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DOCUMENTATION GOOD DOCUMENTATION IS:

CLEAR CONCISE USER FRIENDLY

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AVOID CREATING TOO MUCH:

WORK INSTRUCTIONS WRITTEN FOR
VIRTUALLY EVERYTHING OVERLAP AND REPETITION - INCLUDING A PROCESS IN MORE THAN ONE WORK INSTRUCTION.

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OR TOO LITTLE:
LACK OF WORK INSTRUCTIONS WHERE THE
PROCESS AFFECTS THE QUALITY OF THE PRODUCT. EMPLOYEES HAVE THEIR OWN WAY OF PERFORMING PROCESSES THERE IS VARIATION IN THE PROCESS BECAUSE IT IS NOT WELL DOCUMENTED

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OUTLINE YOUR DOCUMENT CONTROL SYSTEM

MANUAL

PROCEDURES
WORK INSTRUCTIONS
TFGP/CIVIL FINAL YEARTFGP/CIVIL FINAL YEAR

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CLARIFY YOUR TERMINOLOGY:

PROCEDURE WORK INSTRUCTION ATTACHMENTS FORMS
PROCEDURE: DESCRIBES THE PROCESS. WORK INSTRUCTIONS: TELLS HOW TO PERFORM THE PROCESS. ATTACHMENT: INFORMATION ATTACHED TO THE PROCEDURE TO HELP CLARIFY THE PROCEDURE.

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AUDIT
INTERNAL AUDIT IS A METHOD FOR VERIFYING THE EFFICIENCY AND PERFORMANCE OF AN ORGANIZATIONS QUALITY SYSTEM. IT ENSURES THAT THE QUALITY SYSTEM MEETS OR EXCEEDS THE REQUIRED STANDARD. 7-Mar-14

BENEFITS AND USES:

CAN FACILITATE CONTINUOUS IMPROVEMENT CAN IDENTIFY SYSTEM FAILURES PROVIDE FEEDBACK TO MANAGEMENT
REGARDING EFFICIENCY OF THE QUALITY SYSTEM

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NON-CONFORMANCES
ISSUE CORRECTIVE ACTION REQUESTS
(CAR)
MAKE SURE IT IS THOROUGH NOTE OWNERSHIP NOTE THE PARAGRAPH OF THE STANDARD THAT HAS BEEN VIOLATED STATE REQUIREMENTS OF RESOLUTIONS
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CAR RESPONSE
MUST HAVE SPECIFIC DETAILS OF
IMPLEMENTATION MUST HAVE TIMELINE FOR COMPLETION

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REPORT TO MANAGEMENT
REPORTS SHOULD BE THOROUGH AND
SPECIFIC MUST BE REVIEWED BY MANAGEMENT TO BE EFFECTIVE

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