How to Improve Quality - Part 1

The causes of poor quality management, and a framework for improving the quality of management, services and products, are outlined by Prof John Smallwood.

Research into the views of construction clients, bodies, and contractors, revealed these causes and drivers of poor quality management;

• Lack of uniform understanding of quality and quality management
• Cost and time are more important than quality
• The importance of quality varies according to roles
• Pre-occupation with cost and time marginalises quality
• Pre-occupation affects contractors’ quality related performance (rating)

South African construction quality can be substantially improved. Quality performance is influenced by the sector in which construction is undertaken and the contributors.

An improvement process is important in terms of achieving quality (TQM). A range of interventions / systems are important relative to the achievement of quality. An informal approach is adopted relative to the achievement of quality (prevalence of documented QMSs).

A range of perspectives, practices, andsituations contribute to the achievement of quality. Management commitment is critical. A range of interventions and situations are barriers to achieving quality, such as poor site management.

The level of quality knowledge is generally inadequate. The sources of quality knowledge are predominantly informal.

Absolutes of Quality Management

Prof Smallwood revealed statistical evidence in a presentation on quality management in the built environment, at the KZN MBA Building Industry Forum in March 2014. He noted the ‘absolutes of quality’ as;

• Conform to requirements
• Set a performance standard at zero defect
• Use a system for prevention
• Measure the price of non-conformance.

Conventional wisdom, however, views and reacts to quality differently, as;

• Goodness or excellence
• Set a performance standard at certain quality levels
• Use a system of appraisal
• Measure indexes or process levels.

How to Improve Quality Management

The 14 steps of quality improvement, according to Crosby, are;

• Management commitment
• Quality improvement team
• Quality measurement
• Calculating the cost of quality
• Quality awareness
• Corrective action
• Zero defects planning
• Education and training
• Zero defects day
• Setting goals
• Error-cause removal
• Recognition
• Quality councils [institutionalisation]
• Do it over again.

A quality mangement intervention should have at least five categories of ingredients;

• Integrity
• Systems
• Communications
• Operations
• Policies.

Quality Management System (QMS) Elements
Any QMS should address at least these elements:

• Management responsibilities
• Contract reviews
• Document use and changes relative to the quality system
• Suppliers and co-contractors, regarding quality
• Material / service identification and traceability during all stages of construction
• Construction procurement control procedures
• Inspection and testing
• Inspection, measuring and test equipment with respect to calibration
• Ability to determine inspection and test status of all materials and elements
• Controls which prevent non-conforming material / elements being installed or processed
• Corrective action procedures which include investigations and analysis
• Quality records which verify the achievement of quality standards and the effectiveness of the system
• Quality audits which verify the effectiveness of the quality system
• Training of personnel who will perform the activities that effect quality during construction.

ISO Quality-Related Standards

Four standards in the quality family are ISO 9001: 2008 (requirements of a quality management system). It is implemented by about a million organisations in 170 countries. In South Africa, less than ten in 4000 CIDB-registered GB and CE Grade 5 to 9 contractors were ISO 9000 accredited three years ago.

ISO 9000: 2005 covers the basic concepts and language.
ISO 9004: 2009 focuses on how to make a QMS more efficient and effective.
ISO 19011: 2011 sets out guidance on internal and external audits of QMSs.

Check in again next week where we bring you Part 2 of How to Improve Quality.