Quality Management in Construction

Payal Trivedi, Assistant Professor, Civil Engg. Dept.
Quality Management in
Construction
Indian Construction Industry

India’s share in global construction
market is increasing
Entry of multinationals => tough

competition
Domestic players need to improve

their performance in terms of
“quality”
Quality affecting Structures
Structures primarily constructed to
meet functional needs of the society
Design:
Functionality (design does what is it
intended to : meet building codes)
Aesthetics
Safety (safe for occupants, meet building
codes)
Cost (within client’s budget)
Contd…
Construction:
Workmanship (quality of constructed work)

Integrity (according to drawings and
specifications)
Completion time as per the client’s
requirements
In this process of construction, a chain of

work functions are performed by different
groups of people quality affected from
conception to control
What is Quality???
Quality is an essential trait of a person, creature,
product, service, or a process, which confirms its value
or worth in a particular context.
In general terms, Quality means “conformance to

requirements”.
Quality Management is an important aspect of Project

Management.
A project is deemed successful only if it culminates in

a quality finish. This quality finish can be an object, a
product, a process, or a service.
Famous Quality Management Theories
1.Philip
1.Philip B. Crosby Theory
– There should be quality planning right from the word

go.
– Weigh all the pros and cons before chalking out the
project strategy.
– Prevention is better than cure, so get rid of all the

unnecessary hassles like reworking and fault
removing. This is done by wisely anticipating the
defects. Thus, there would not be any major failure
costs.
Quality Movements - Crosby
Better Quality facilitates increasing profits

without increasing sales, buying new
Equipment and hiring new people
Among the first to draw attention to the

concepts of Cost of Quality and Cost of Non-
Quality
2.Joseph
2.Joseph M. Juran Theory
– Follow the Fitness for Use practice. It connotes

that there should be conformance to
requirements and specifications, so that when
the deliverable reaches its users, it either meets
or exceeds their expectations.
– Think from the perspective of the customers and

stakeholders.
– There can be grades of quality. A product or

service must not lack in quality, although, it can
be low on grade.
3.W.
3.W. Edwards Deming Theory
– 85% of the Cost of Quality is a management

issue. It is the management that decides on
the ways and means to be employed to
create a deliverable. Those at the grassroots
generally don't have much control over it.
4.Kaizen
4.Kaizen Theory
– Kaizen is a Japanese word, which means

"continuous improvement." According to this
theory, every member of the team should
constantly strive to explore different ways of
improving quality.
– First improve quality of the people, and then

quality of work.
What is Quality Management?
This entails managing all the project processes, as
each one of them has an effect on the quality of
the project deliverable.
It is an ongoing process, which enables a company

to produce quality deliverables as per the set
standards, specifications, and requirements.
Quality Management defines the organizational

structure, responsibilities, policies, procedures,
processes, standards, and resources needed to
deliver quality deliverables.
Quality Management Aspects

There are two kinds of deliverables:
I. Deliverable in the Form of Quality Service:

Producing a service as a deliverable means
creating utilities, conveniences, or benefits
that are intangible.
II. Deliverable in the Form of Quality Product

Producing a product as a deliverable
means creating an object, a good, or any
other physical entity.
27 October 2010
Terms used:
‘Quality plan’ - sets out specific quality practices
‘Quality control’ - operational techniques of controlling quality
‘Quality assurance’ - all those planned actions necessary to provide

adequate confidence that the product or service will meet the
specific requirements
‘Quality surveillance’ - the continuous monitoring and verification of

the status of QA activity to ensure that it is being followed
‘Quality system’- the overall organizational structure,

responsibilities, procedures, and processes for implementing quality
management
Quality audit’ - a managerial tool used for reviewing the whole or

part of the quality system by internal or external agencies not
connected with the operation of the QA plan
Total Quality Management

QUALITY -CONTROL
-ASSURANCE
-MANAGEMENT SYSTEM
QC QA QMS
DETECTION PREVENTION DIRECTION
CODES & ISO 9001/2/3

STANDARDS ISO 9001 - 2000
1987 - 2000
Quality Planning Tools

1.Cost-Benefit Analysis
2.Benchmarking
3.Flowcharting
4.Design of Experiments
5.Cost of Quality
6.Additional Quality Planning Tools

Impact of Poor Quality Management
Low Customer
Low productivity,
Satisfaction
low revenue
Decline in market
More rework, labour Low profits
share
hours
More inspection Material waste, no

hours Poor quality of scrap
Increased cost
construction
Low morale in Increased analysis

environment and repair
Delay in closure/ More work in

handover of project process inventory
Quality Planning Tools

Cost-Benefit Analysis - Quality planning must consider
cost-benefits tradeoffs. The primary benefit of meeting
quality requirements is less rework, which means

higher productivity, lower costs, and increased
stakeholder satisfaction
Benchmarking - Benchmarking involves comparing

actual or planned project practices to those of other
projects to generate ideas for improvement and to
provide a basis by which to measure performance
Design of Experiments (DOE)- statistical method that

helps identify which factors may influence specific
variables of a product or process under development
or in production.
Cost of Quality
There are three costs that constitute Cost of
Quality:
1. Prevention Costs: Prevention Costs refer to the costs

involved in keeping the project deliverable free
from any defects. The project deliverable should be
flawless and must satisfy its users. A variety of
activities are undertaken to produce a defect-free
deliverable.
These activities include Research, Planning,
Training etc. The costs involved in completing
all such activities constitute Prevention Costs.
Cost of Quality
2. Appraisal Costs: Appraisal Costs refer to the
costs that are incurred to analyze the

credibility and quality of the deliverable.
When a deliverable is ready, it needs to be
ensured whether or not it meets the
stipulated standards and fulfils the
prescribed requirements.
All such costs that go into ensuring the credibility

and the quality of a deliverable come under the
purview of Appraisal Costs.
Cost of Quality
Failure Costs: Failure Costs refer to the costs
incurred because of internal or external failure.
Internal failure refers to the fault that crept in while

creating the deliverable. This fault can be a result of
non-conformance to the prescribed standards or
specifications, or due to any other failure.
On the other hand, when a deliverable has been

made available to its users, but fails to satisfy their
expectations, the failure is termed as External
Failure.
The costs involved in taking corrective measures for

such Internal and External Failures constitute Failure
Costs.
27 October 2010
Cost of Quality / Non Quality - components
Cost of Quality Cost of Non-Quality

Cost of Cost of
Conformance Non-Conformance
Prevention Appraisal Internal External • Market Share

Failure • Brand image
Failure
• Institution of • Cost of fixing • Warranty/ maintenance

Quality Systems defects • Recall/ Replacements
• Training Reviews • Rework • Litigation
• scrap
• Inspection
• Testing
• Documentation
and actions
Quality Assurance
All those planned and systematic actions
necessary to provide adequate confidence

that a product or service will satisfy given
requirements for quality
Within an organization, QA serves as a

management tool
In contractual situations, QA serves to

provide confidence in the supplier
Quality Control - processes

Involve monitoring specific Project results to
determine if they comply with relevant

quality standards and identifying ways to
eliminate causes of unsatisfactory results
Cover both Product goals and Project

Processes
Establish if results are within the Project

specified control limits
Quality Control – other tools
Statistical Sampling/Stratification
– Inspecting a set of samples from a

population, by using stratification and
other techniques
Trend Analysis – Scatter Diagrams

– Used to determine the relationship
between independent and dependent
variables
Inspections
Inspection include activities to determine
whether results confirm to standards at any

stage of the Project lifecycle
Also called peer reviews, audits and

walkthroughs
Are also used to validate defect repairs
Validated Deliverables is a key output after

Inspections
Quality Control – key Outputs
Quality Control measurements – represent
the results of the QC activities
Defect repairs can also get recommended as

a result of QC measurements
– Normally gets accumulated through the

Defect log
Validated Deliverables
AUDIT
A Systematic , Independent &
Documented Process For

Obtaining Evidence &
Evaluating It Objectively To
Determine The Extent To Which
Agreed Criteria Are Fulfilled”
( As Per ISO 9000:2000 ).
Quality Audits
Structured and independent reviews to
determine whether Project activities comply

with organizational and Project policies,
processes and procedures
Should enable refinements in the Quality

systems leading to Quality improvements
and reduced cost of Quality
Confirm the implementation of approved

change requests, corrective actions, defect
repairs and preventive actions
SAMPLE FORMAT
27 October 2010
WHAT IS ISO 9000 ??
ISO 9000 is maintained by ISO, the
International Organization for

Standardization which was found in 1946 in
Geneva, Switzerland. The purpose of the
organization was to establish worldwide
common standards for manufacturing,
communication and trade.
Since its inception, the organization has

expanded its scope in all the industries,
including construction industry.
ISO 9000 standards

Family of standards working in unison that
enables an organization to develop a quality
management/ quality assurance system.
Structure of ISO :
ISO : 9000 – 1 : Guidelines and Selection for
Use
ISO : 9001, ISO 9002, ISO 9003: Models for
Quality Assurance (Conformance Standards)
ISO: 9002 : Guidelines for application of ISO
9001, 9002 and 9003
ISO 9004 : Guidelines for Internal Quality
Assurance
Developing and Implementing QA system
Establish Awareness
Develop Quality manuals

Company profile
Amendments record
Policy statement
Quality standards
Structure of organization
Procedures
Work instructions
Contd..
Introduce the system
trial period, between 3 and 6 months

Problems with quality system identified
System implemented
Evaluate the system

Management review
Audits
What is Contained in QC Plan
Organization chart
Personnel qualifications
Tests to be performed
Corrective action
Certification of personnel

Quality Management in Construction

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Payal Trivedi, Assistant Professor, Civil Engg. Dept.

Indian Construction Industry

Entry of multinationals => tough

Domestic players need to improve

meet functional needs of the society

Workmanship (quality of constructed work)

In this process of construction, a chain of

or worth in a particular context.

In general terms, Quality means “conformance to

Quality Management is an important aspect of Project

A project is deemed successful only if it culminates in

Famous Quality Management Theories

– There should be quality planning right from the word

– Prevention is better than cure, so get rid of all the

Better Quality facilitates increasing profits

Among the first to draw attention to the

Famous Quality Management Theories

– Follow the Fitness for Use practice. It connotes

– Think from the perspective of the customers and

– There can be grades of quality. A product or

– 85% of the Cost of Quality is a management

Famous Quality Management Theories

– Kaizen is a Japanese word, which means

– First improve quality of the people, and then

the project deliverable.

It is an ongoing process, which enables a company

Quality Management defines the organizational

Quality Management Aspects

I. Deliverable in the Form of Quality Service:

II. Deliverable in the Form of Quality Product

‘Quality control’ - operational techniques of controlling quality

‘Quality assurance’ - all those planned actions necessary to provide

‘Quality surveillance’ - the continuous monitoring and verification of

‘Quality system’- the overall organizational structure,

Quality audit’ - a managerial tool used for reviewing the whole or

Total Quality Management

DETECTION PREVENTION DIRECTION

CODES & ISO 9001/2/3

Quality Planning Tools

6.Additional Quality Planning Tools

More inspection Material waste, no

Low morale in Increased analysis

Delay in closure/ More work in

Quality Planning Tools

quality requirements is less rework, which means

Benchmarking - Benchmarking involves comparing

Design of Experiments (DOE)- statistical method that

1. Prevention Costs: Prevention Costs refer to the costs

costs that are incurred to analyze the

All such costs that go into ensuring the credibility

Internal failure refers to the fault that crept in while

On the other hand, when a deliverable has been

The costs involved in taking corrective measures for

Cost of Quality / Non Quality - components

Cost of Quality Cost of Non-Quality

Prevention Appraisal Internal External • Market Share

• Institution of • Cost of fixing • Warranty/ maintenance

necessary to provide adequate confidence

Within an organization, QA serves as a

In contractual situations, QA serves to

Quality Control - processes

determine if they comply with relevant