This document discusses the concept of Total Quality Management (TQM) at Guildmore. It outlines how quality was viewed in the past versus the present, focusing more on prevention and continuous improvement rather than inspection. TQM involves customer satisfaction, quality management systems, and strategic improvement across the entire company. The document provides details on policies, procedures, auditing, documentation, and standards to establish an integrated quality management system.

1. By
Paul Marsden
Total Quality Management

2. For Guildmore, ‘quality’ is not about ‘luxury’ or
‘Rolls Royce perfection’.
Construction quality is:
• Conformance to specification within
budget
• Client satisfaction
• Fitness for purpose

3. Past
• Quality is the factory floor
problem
• Hide defects from customers
• Few records
• Defects lead to blame
• Closely supervise workers
• Improved Quality costs more
Present
• Everyone’s responsibility
• Open ‘corrective action’
• Document system and problems
• Defects lead to solutions
• Train and trust
• Quality saves money &
increases business

4. Past
• Inspection
• Individual input
• Sequential engineering
• Short term-ism
• People as a burden
• Purchase on price only
• Customers as the ‘problem’
Present
• Defect prevention
& Continuous improvement
• Teamwork
• Parallel engineering
• Strategic planning
• Human resource assets
• Purchase on total cost minimisation
• Customer satisfaction

5. Quality Inspection – sort ‘good’ products
from ‘bad’
Quality Control – product quality
measurement
Quality Assurance – the ‘cost of quality’ and
avoiding sub-standard quality
Total Quality Management – customer
satisfaction, systems to manage quality,
strategic across company, improvement
1900
2000

6. Business Plan and KPI’s
Identify customers
Identify customers’ needs
Define processes
Create plans
Define roles & responsibilities
Delivery

7. Policies
Manuals
Procedures
Work
Instructions
Forms &
Records
Project Quality Plans

8. Located on ‘Guildmore SharePoint’
Web based application to allow 24/7
access to latest documentation.
ALWAYS check SharePoint for the
APPROVED documentation.
Printed copies are UNCONTROLLED
and may not be correct.

9. Policy
Requirements
Audit
MeasurementFeedback
Improvement

11. Notification
Questions
Review Evidence
‘Are we doing what
we say we are doing?’
Conformance? No – Corrective &
Preventative Action
Audit Report
Close out
Teamwork
Coaching
Improvement

12. ISO9001 Quality Management Systems
ISO14001 Environmental Management Systems
OHSAS18001 Health & Safety management systems
Linked to specific British Standards:
For example, BS 9999:2008 COP for fire safety

13. • Key Performance Indicators (KPIs)
–metrics tied to targets
• S.M.A.R.T. criteria
• Benchmarking
• Scorecards to monitor value to the customer
and hence the business
• Monitor – traffic lights

14. Will include :-
• Contract drawings
• Contract specifications, schedules
• Checklists
• Inspection & Test reports
• Internal Audit reports
• Minutes of quality control meetings
• Corrective and Preventative Action Notices (CPANs)
• Calibration records for equipment
Must be maintained and accessible

15. Project
Key Process Doc ref
Area of risk Activity Pass/Fail
criteria
Frequency Document
Record
Who?
Area of risk Activity Pass/Fail
criteria
Frequency Document
Record
Who?
Area of risk Activity Pass/Fail
criteria
Frequency Document
Record
Who?
Control variation

16. Remember this is YOUR system
Use it and Improve it

17. 1. Quality – Conformance, Client Satisfaction and
Fitness for Purpose
2. Total Quality Management
3. Integrated Management System
4. Continuous Improvement – Plan-Do-Check-Act
5. Internal Auditing
6. Standards
7. Measurements
8. Records – e.g. Inspection & Test Plans