1. 1
INTRODUCTION
In everyday usage, the word ‘quality’ usually carries
connotations of excellence.
We speak of ‘quality newspapers’ when we wish to
identify those which are known to provide material
which will be of interest to an educated and discerning
readership. In more class-conscious days, people
referred to as ‘the quality’ were those held to be of high
social status or of good breeding.
For reasons which will become evident, in this Course,
‘quality’ will not be indicative of special merit,
excellence or high status. It will be used solely in its
engineering sense in which it conveys the concepts of
compliance with a defined requirement, of value for
money, of fitness for purpose, or customer satisfaction
.
3. INTRODUCTION
Construction projects are always expected to create a
balance between cost, time and quality. It is
possible to have high quality and low cost, but at the
expense of time, and conversely to have high quality and
a fast project, but at a cost. High quality is not always
the primary objective for the client; however, it is
extremely important to a successful project. An
appropriate level of quality could be determined during
all phases of the construction project. Specially,
construction and commissioning are two critical phases
where the project could impact by its operability,
availability, reliability, and maintainability of a facility.
Ultimately, a facility with a good construction quality
program and minimal defects is more likely to have a
smooth and trouble free
transition into the commissioning and qualification phase
of the project.
3
4. 4
INTRODUCTION
1.1 General Background
Quality issues have been of great concern throughout
the recorded history of humans. During the New Stone
Age, several civilizations emerged, and some 4000–
5000 years ago, considerable skills in construction were
acquired. The pyramids in Egypt were built
approximately 2589–2566 BCE. Hammurabi, the king of
Babylonia (1792–1750) BCE codified the law, according
to which, during the Mesopotamian era, builders were
responsible for maintaining the quality of buildings and
were given the death penalty if any of their construction
collapsed and their occupants were killed
5. 5
INTRODUCTION…Continued
During the middle Ages, guilds took the responsibility for
quality control upon themselves. All craftsmen living in a
particular area were required to join the corresponding guild
and were responsible for controlling the quality of their own
products. If any of the items was found defective, then the
craftsman discarded the faulty items, the guilds also initiated
punishments for members who turned out defected products
In the early 19th century crafts man model were emerged, in
the late 19th century Fredrick Taylor’s system of “Scientific
Management” was born. Taylor’s goal was to increase
production, during the process he investigated increasing
production had a negative effect on quality and to overcome
this problem he set out quality control department. At the
beginning of the 20th century marked the inclusion of
process in quality practices. Production quality was the
responsibility of quality control departments.
6. 6
INTRODUCTION…Continued
The introduction of mass production and piecework created
quality problems, this situation made factories to introduce
full-time quality inspectors, which marked the real beginning
of inspection quality control and thus the introduction of
quality control departments headed by superintendents
During the past decades the construction industry has
been criticized for its poor performance and
productivity in relation to other industries
Many of the management practices used to support
construction organizations are being challenged.
Clients demand improved service quality, faster
building and innovations in technology.
Quality management has increasingly been adopted
by construction companies as an initiative to solve quality
problems and to meet the needs of the final customer
7. Summery of Quality Management
Background
.
7
Quality Management
Death Penalty-
During the Mesopotamian era
(1792–1750)
Formation Of Guilds-
During the middle Ages
Piece Rate (Inspectors)-
19th Century
Quality Control Department-
20th Century
8. 1.2 Definition of Quality
Obviously, it is difficult to find a precise definition of
quality in the construction industry.
Quality is
A degree of excellence (A Concise Oxford Dictionary)
Fitness for purpose / use (Defoe and Juran (2010)
Compliance with specified requirements (Crosby,1979)
Meeting or exceeding customers' expectations at a
cost that represents value to them (Goetsch and
Davis,2010)
Develop, design, produce, and service a product
which is most economical, useful, and always
satisfactory to the consumer
A totality of features and characteristics that bear
on the ability of a product or service to satisfy a
given need (British Standard 4778 - British Standards
Institution, 1991)
8
9. Definition of Quality…Continued
Quality is
To develop, design, produce, and service a product which
is most economical, useful, and always satisfactory
to the consumer
Degree to which a set of inherent characteristics
fulfils requirements (ISO 9000:2000)
The characteristics of a product or service that
bear on its ability to satisfy stated or implied
needs.
9
10. Construction Quality
Construction Quality is one and the most crucial (for
minimum requirement) performance requirement for
ensuring the successful completion of the project.
The three important elements for Quality Compliance are
using the right:
Construction Method
Construction Materials
Construction Workmanship
Construction Method involves the use of mandatory
technological requirements such as curing period,
gradation requirement, mix proportions, sequence of
works, time for formwork removal, etc.
Construction Materials need to comply the required
specification and fulfill purposes such as strength, sound,
heat, fire, etc resistance requirements(Wubishet Jekale (Dr.
Eng).
10
11. Construction Quality
Workmanship implies:
• the obligation to avail skilled workmen;
• to use the right construction method, materials and crew
composition including the right machineries
–in order to produce each construction components and
the final product as a whole.
Quality is the proper driver of project management
and that quality tools and techniques must be built into
the deliverable, not stamped on during inspection.
Customer involvement is the best quality assurance
mechanism and combines two critical forces:
1. Are the quality tools and metrics deployed in the
project appropriate to the customer's needs?
2. Does the development of the deliverable reflect the
customer's changing views of a quality product?
11
12. Quality Objectives
There are two quality objectives
Quality as conformance and
Quality as customer satisfaction.
Both must be achieved before the project can be
considered successful.
If quality as conformance can be measured and
traced to specification and then scheduled into
actions, then conformance is ensured.
“Quality as customer satisfaction” is relational
rather than absolute and is a function of four key forces:
Expectations
Feelings
Feedback from stakeholders
Project performance
12
13. Ingredients To Quality
There are fundamentally two basic ingredients to
quality:
1. Conformance to specification or requirements, and
2. Customer satisfaction
… one does not necessarily produce the other.
Conformance to specification involves controlling the
development of the deliverable so that it can be validated
and verified.
Customer satisfaction, on the other hand, is tied to
customer expectations.
Customer satisfaction is a feeling, a perception,
and a disposition that is based on the continuing
relationship of project firm and customer/sponsor.
13
14. Terminologies
1. Process
Any activity or a set of activities that uses resources
to transform inputs to outputs
Processes should be Value adding !
14
15. Terminologies …Continued
2. Product
Result of a process;
Building
Hardware (e.g. engine mechanical part) & Software
(e.g.
computer program, dictionary);
Services (e.g. transport);
Processed materials (e.g. lubricant)
3. Requirement
Need or expectation that is stated, generally implied or
obligatory
Includes performance, usability, economy,
dependability and aesthetics
15
16. Terminologies …Continued
4. Customer
Organization or person that receives a product
Consumer, client, end user, retailer
5. Customer Satisfaction
Customer’s perception of the degree to which the
customer’s
requirements have been fulfilled
5. Quality control (QC)
The operational techniques or a system of maintaining
standards
by reviewing, checking, inspecting and testing.
7. Quality Assurance (QA)
The planned and systematic actions and implementations
necessary to provide adequate confidence that the work
will satisfy quality requirements. 16
17. Terminologies …Continued
7. Quality System (QS)
A set of documented processes, which seek to provide
satisfaction that the project outputs will fulfill all the
requirements for which it is being planned.
It should fully incorporate the organization, human
resources, materials, equipments, processes,
inspections, testing and other parameters of the
project.
A key element of QS is the QA/QC Manual.
17
18. Quality policy:- The overall quality
intentions and directions, of an
organization as regards quality, as
formally expressed by top management.
Quality management:- That aspect of
the overall management function that
determines and Implements the quality
policy.
Quality system:- The organizational
structure, responsibilities, procedures,
processes and resources
for implementing quality management. 18
19. Quality assurance:- All those
planned and systematic actions
necessary to provide adequate
confidence that a product or service
will satisfy given requirements for
quality.
Quality control:- The operational
techniques and activities that are used
to fulfill requirements for quality.
19
20. Quality planning:- The creation of
quality, reliability, production, supervision,
process control, inspection and other
special plans (e.g. pre-production trials)
required to achieve the quality objective.
20
21. Quality in construction is related to:-
Satisfying the specification
Completing the project time
Fulfilling the owner's requirement
Avoiding disputes claims and
Ensuring the faculties performs its
intended purpose.
21
22. 1.3 Construction Quality Management
Is “the application of quality management system in
managing a process to achieve maximum customer
satisfaction at the lowest overall cost to the organization
while continuing to improve the process.” (Rumane,
2011)
Is a “coordinated activities to direct and control an
organization with regard to quality”. Direction and
control with regard to quality generally includes
Establishment Of The Quality Policy
Quality Objectives,
Quality Planning,
Quality Control,
Quality Assurance And
Quality Improvement.(Iso 900 )
22
23. Definition of Quality Management…Continued
A total composite product and service characteristics of
marketing, engineering, manufacture, and maintenance
through which the product and service will meet the
expectations of the customer (Feigenbaum, 1961)
Quality is degree to which a set of inherent
characteristics fulfils requirements [ISO 9000:2000]
‘Reduced rework or defects’ (Atkinson, 1998; Love et al.,
1999; McKim & Kiani, 1995; Pheng & Wee, 2001; Sypsomos, 1997),
23
24. Construction Quality Management
…Continued
Further to this, Olatunji (2012) also stated that the
term quality management as used in the construction
industry related to quality control, quality assurance,
quality improvement, quality standards etc.
The Ethiopian HDPO Quality Control /Management
Manual states Quality management as the overall
management function that determines and
implements the quality policy.
24
25. Construction Quality Management
…Continued
is the performance of tasks, which ensure that
construction is performed according to plans and
specifications, on time, within a defined budget,
and a safe work environment.
Quality is defined as conformance to properly developed
requirements.
For a construction project, quality begins with
requirements carefully developed, reviewed for
adherence to existing guidance, and ultimately reflected
in criteria and design documents which accurately
address these needs. Therefore, the designer establishes
the quality standards and the contractor, in building to
the quality standards in the plans and specifications,
controls the quality of the work.
25
26. Construction Quality Management …Continued
To ensure QA and QC in the project, provisions stipulated
in the Contract must be carried out. The project must
conform to the requirements specified in the following
documents, which form part of the Contract:
Conditions of Contract;
Special Conditions of Contract;
Specifications;
Performance Security;
Plans and Drawings;
Construction Monitoring and Reporting Templates;
Comprehensive All-Risk Insurance;
Construction Safety, Health and Environmental
Management Program;
Materials Quality Control Program; and
Constructors Performance Evaluation System (CPES). 26
27. QMS Principles
1. Customer focus
2. Leadership
3. Involvement of people
4. Process approach
5. System approach to management
6. Continual improvement
7. Factual approach to management
8. Mutually beneficial supplier
relationships
27
28. QMS Principles…Continued
1. Customer focus
understand customer needs (present and future)
satisfy customer requirements
strive to exceed customer expectations
Who are the customers?
External:
– Contractors
– Consultants
Internal:
– Management is a customer of Finance
– Production is a customer of HRD
Customers perceive quality on basic tangible principles:
Performance Serviceability
Features Appearance
Reliability Customer service etc.
Durability 28
29. QMS Principles…Continued
2. Leadership focus
Leaders establish unity of purpose, direction and
internal environment of the organization
Leaders establish the context in which people become
involved
Nothing happens in any organization without
commitment of leaders, their active driving of
the strategy, and constant positive engagement
with its application.
29
30. QMS Principles…Continued
3. Involvement of people
Full involvement of people at all levels →for the benefit of the
organization
Leads to:
Accepting ownership and responsibility to solve problems;
Actively seeking opportunities to make improvements;
Actively seeking opportunities to enhance their competencies,
knowledge and experience;
Freely sharing knowledge and experience in teams and
groups;
Focusing on the creation of value for customers;
Being innovative and creative in furthering the
organization's objectives;
Better representing the organization to customers, local
communities and society at large;
Deriving satisfaction from their work; and
Be enthusiastic and proud to be part of the organization
30
31. QMS Principles…Continued
4. Process approach
Managing resources and activities as a process →
achievement of desired results
A desired result is achieved more efficiently when
activities and related resources are managed as a
process
31
32. QMS Principles…Continued
Process Management also helps
to:
Decrease costs
Reduce lead times
Improve internal efficiency
Improve overall quality
Increase customer and employee
satisfaction
32
33. QMS Principles…Continued
5. System approach to management
Understanding and managing a system of interrelated
processes contributes to the organization's effectiveness
and efficiency
Key benefits of system approach:
Integration and alignment of the processes that will best
achieve the desired results
Ability to focus effort on the key processes
Providing confidence to interested parties as to the
consistency, effectiveness and efficiency of the organization
33
34. QMS Principles…Continued
6. Continual improvement
Must become the organization's permanent objective
Leads to:
Making continual improvement of products, processes and
systems an objective for every individual in the
organization;
Applying the basic improvement concepts of incremental
improvement and breakthrough improvement;
Using periodic assessments against established criteria of
excellence to identify areas for potential improvement;
Continually improving the efficiency and effectiveness of all
processes;
Providing all people in the organization with the tools,
opportunities, and encouragement to improve products,
processes and systems 34
35. QMS Principles…Continued
7. Factual approach to management
Effective decisions are based on the analysis of data
and information
Leads to:
Taking measurements and collecting data and
information relevant to the objective;
Ensuring the data and information are sufficiently
accurate, reliable and accessible
Analyzing the data and information using valid
methods;
Understanding the value of appropriate statistical
techniques;
Making decisions and taking action based on the results
of logical analysis balance with experience and intuition
35
36. QMS Principles…Continued
8. Mutually beneficial supplier relationships
Allows both organizations to create value
Leads to:
Identifying and selecting key suppliers;
Establishing supplier relationships that balance short-term
gains with long-term considerations for the organization &
society at large;
Creating clear and open communications;
Initiating joint development and improvement of
products & processes;
Jointly establishing a clear understanding of
customers' needs;
Sharing information and future plans; and
Recognizing supplier improvements and
achievements; 36
37. Summery on QMS Principles
1. Customer focus
2. Leadership
3. Involvement of people
4. Process approach
5. System approach to management
6. Continual improvement
7. Factual approach to management
8. Mutually beneficial supplier
relationships
37
38. Keys To Improving Quality
Processes, not people are the problem
Make every employee responsible for quality
- empowerment
Construction quality can be achieved by
implementing a quality management
program
Improve processes that define, produce and
support your work product
Get processes under control by working with
employees and managers to identify and
eliminate process problems
Review process performance and make
adjustments
38
39. Quality control is the periodic
inspection to ensure that the
constructed facilities meet the
standard specified in the contract.
*Setting up specific standard for
construction
*Checking the deviation from the
standard
*Taking action to correct or minimize
the variation
*Improvement of the standard. 39
40. Quality assurance is referred as a scheme
adopted by a construction company to
maintain the standard or quality
consistent. It is primarily an internal
management system of a construction
company.
Arranging periodical training for worker
a good safety Program
a sound procurement system to get
best quality material and suppliers
A reward scheme for innovative work
and competitive career progress 40
41. Internal QA:- Assurance provided to
management and the project team
External QA:- Assurance provide to
the external customers of the project
41
42. Benefits Of Quality Management System
Both the contractor and the Government must be
interested in effective CQM.
Benefits to the Client are: work is performed according to
plans and specifications,
on time,
within a defined budget,
easily maintained, and a safe work environment. This can
be summarized as "Getting our money's worth!"
Benefits to the contractor are
increased profit and production,
better communication, planning,
improved organizational skills, and
outstanding performance evaluations to obtain future
contracts.
42
43. Benefits Of Quality Management System
…Continued
In General Quality Management
1.Increases profitability
2.Reduces rework
3.Increases customer satisfaction
4.Reduces the potential for claims and warranty
call-backs
5.Contributes to a safer construction project
6.Reinforces positive behavior and accomplishment
7.Creates an atmosphere of a high performance
team
8.Promotes a culture of continuous improvement
9.Reduces the cost of insurance
43
44. Benefits Of Quality Management System
…Continued
Internal:
Improved management confidence;
Improved awareness of company objectives;
Improved communications;
Responsibilities & authorities are adequately
defined;
Improved traceability to root causes of quality
problems;
Fewer rejects, therefore less repeated work and
warranty costs;
Errors rectified at the earliest stage, and not repeated;
Improved utilization of resources;
Increased productivity;
Continuous improvements;
Increased profit & company growth 44
45. Benefits Of Quality Management System
…Continued
External
Easy access to international market;
Improved customer satisfaction;
Consistency in quality of products and services;
Customer confidence (reduce the amount of inspection);
Improved company image
45
46. Misconceptions
– Higher Quality Costs more
– Emphasis on Quality reduce productivity
– The work force is to be blamed for poor quality
– Quality improvement requires large investment
– Quality can be assured by strict inspection
46
47. Quality Inspection
Inspection is a specific examination, testing, and formal
evaluation exercise and overall appraisal of a process,
product, or service to ascertain if it conforms to
established requirements.
It involves measurements, tests, and gauges applied to
certain characteristics in regard to an object or an activity.
Inspection is the art of checking of:-
Materials
Process
Finished products and
Comparing the results with established requirements and
standards for determining whether the item or activity is
in line with the target. 47
48. Quality Inspection…Continued
The degree to which inspection can be successful is
limited by the established requirements.
Inspection accuracy depends on
1. Level of human error
2. Accuracy of the instruments
3. Completeness of the inspection planning
Human errors in inspection are mainly due to
Technique errors
Inadvertent errors /Unintentionally
Conscious errors /Intentionally
Communication errors
Most construction projects specify that all the
contracted works are subject to inspection by the
owner/consultant/owner’s representative. 48
49. Objectives of Inspection and Quality Control
1. Improve the quality of work
2. Increase the lifespan durability and suitability
of the structure
3. Insure the fulfillments of minimum possible
standards
4. Put all available resources in economical
output
5. Reduce unnecessary repairs and maintenance
6. Maintain the reputation of the institute and
credibility of the company 49
50. Quality Management Strategy
1. Make the management body at various levels
fully aware and committed to implement the
quality management system of the project
2. Insure preparation of accurate and to the
standard designs and specification
3. Insure the use of only materials of specified
quality
4. Conduct close supervision during construction
5. Supervise the skill & competence of key
personnel employed by Producers, the
Contractors, and the Consultants and by the
Employer in one way or anther for the
execution of the projects.
50
51. 1.2 Quality Management Documents
Quality management documents are used in
quality system standards to identify the
principal documents developed by
management to describe and implement their
quality systems
1.Design/Drawings
The quality of a product or service has two
distinct but interrelated aspects:
*Quality of design;
*Quality of conformance to design.
51
52. Quality of design
Quality of design is all about set
conditions that the product or
service must minimally have to
satisfy the requirements of the
customer. Thus, the product or
service must be designed in such a
way so as to meet at least minimally
the needs of the consumer.
52
53. Quality of conformance to design
This is the extent to which the product or
service achieves the specified design.
What the customer actually receives
should conform to the design and
operating costs are tied firmly to the level
of conformance achieved.
53
54. Quality Control Areas
Design quality control
check the list of drawings for their accuracy and
fulfillment, completeness to serve the intended
purpose and accept from the Land Supply,
Infrastructure and Designs Department (LID)
Check for complete set of drawings
The following design drawings & documents must be
available for each site in sufficient number of copies
and details well before commencement of
work/agreement is made with a contractor.
Neighborhood plan
Architectural drawings
Structural drawings
Sanitary drawings
Electrical drawings
54
55. Design quality control…Continued
In every design drawing the following points must clearly be
indicated
Title of the drawing/type of drawing
Specific site name
Block number
Name of designers /organization
Date of issue
Drawing No
Must be signed & bear the designers seal
55
58. PDCA…Continued
Plan:- Understand the existing situation and then establish
the objectives and Processes necessary to deliver results
in accordance with the target or goals.
Do:- Implement the plan, that is execute the planned
process.
Check:-Study the actual results of the previous phase and
compare them against the expected targets or goals to
discover any differences. Look for deviation from the plan
in implementation and also look for the appropriateness
and completeness of the plan to enable the execution.
Convert the collected data into a form that can be used in
the next step.
Act:- Where there are significant differences between actual
and planned results request corrective actions. Analyze
the differences to determine their root causes. Determine
where to apply changes that will include improvement of
the process or product. 58
59. Plan-Define the scope of work
-Establish owners requirement
-Establish codes and standards
-Establish project cost ,Schedule
Do-Develop Design Drawings
- Develop Specification
-Prepare contact documents
Check-conformance to client requirements
-Check the project schedule ,cost
-conformance to codes ,standards
59
60. -Check constructability and environmental
compatibility.
Act-Implement review comments
-Take remedial measures .if
-Release document for construction
60
61. Design of Inspection Process Inspection
Process Inspection to judge each item by good or
failure,by comparing results of testing in some way,
against a quality judgment criteria or,
to judge each lot by qualified or disqualified
comparing against a lot judgment criteria
61
62. Elements of Quality
The basic element of quality in construction are
a) Quality characteristics
b) Quality of design
c) Quality of conformance
a) Quality characteristics is related to the
parameters with respect to which quality – control
processes are judged. Quality characteristic includes
strength, colors, texture, dimension, height etc.
Example in compressive strength of concrete,
usability of concrete in slump , etc.
62
63. Elements of Quality…Continued
b) Quality of design:- It refers to the
quality with which the design is
carried out. It primarily related to
meeting the requirement of the
standard, functionally efficient
system and economical maintainable
system.
63
64. Elements of Quality…Continued
c) Quality of conformance:- It is referred to the
degree to which the constructed facility conformed
the design and specification.
Quality of conformance is affected by-
Field construction methodology
Inspection
64
65. 2.CONSTRUCTION SPECIFICATIONS
The Technical Specification refers to codes
and Standards to establish qualities and
types of materials and workmanship and
methods for testing of materials and work.
Where materials, workmanship and tests are
required to meet a specific accepted
standard, the minimum to be supplied
executed shall be those meeting or
exceeding specifically named Code or
Standard.
3.Standards
4.Manuals
5.Statutory Requirements and Condition of contracts
6.Plans 65
66. The quality management plan addresses three
things-
Quality control
Quality assurance
Quality improvement
Quality control plan
The QC Plan must be received, reviewed, and
formally accepted by the Contracting Officer or
their representatives before any construction
work can begin.
Quality Assurance plan
The QA Plan ensures that all team members are
following the same plan and achieves better
coordination of the government’s QA activities. 66
67. The components of a QA Plan are:
Government staffing requirements.
Functions of each QA team member.
Government training requirements.
Government pre-award activities.
Definable Features of Work (DFOW) list.
Government surveillance and testing
activities.
67
68. The primary function of quality
assurance is to obtain completed
construction project that meets all
contract and Design requirements.
MATERIALS QUALITY ASSURANCE
PROCEDURES
This includes quality control of raw
construction materials in production area,
inspection of production process, final
products and during purchase of materials.
68
69. Conduct close supervision
Checking the dimensions, working
procedures, mix ratios etc. to insure
the correct implementation of design
drawings & specifications.
69
70. Introduction to Quality Management
in Ethiopian
The need for quality control in Ethiopia
was recognized since 1972 making the
establishment of Ethiopian standards
institute.
At national level, the government of
Ethiopia considered quality as a
development infrastructure starting from
1940s when agricultural products export
began to expand.
70
71. QMS certification was a very expensive and
tedious process for Ethiopian industries,
because there were no system certified
organizations which can certify local
companies.
In February 2009, quality and standard
authority of Ethiopia (the current Ethiopian
Conformity Assessment Enterprise) obtained
system certification and localized the
processes.
71
72. Now the Ethiopian Conformity
Assessment Enterprise is giving
internationally accepted certificate to
not only Ethiopian construction
companies but also for any other
companies.
Ethiopian Quality Standard Agency is
also giving training and technical
support on QMS.
72
73. Particularly in construction sector,
the government of Ethiopia has
made efforts to develop the
capacity of construction companies
and modernize Ethiopia’s
construction sector that can lead to
increased international
competitiveness through capacity
building programs.
73
74. Baseline survey
Benchmarking is a technique to take
what the project manager has planned
or experienced regarding quality and
compare it to another project to see
how things measure up.
The current project can be measured
against any other project not just
projects within the performing
organization or within the same
industry.
74
75. Standardization for the Construction
Sector in Ethiopia
Quality Standardization
ISO 9000 series of standard are quality
assurance standard that assures client
that the organization having obtained the
certification works according to specified
requirement.
It stands for system standardization and
certification. Emphasis is given to defining
and laying down the procedure; process
etc in the form of documents.
75
76. Basic principles advocated by ISO are
Focus on customer
Provide leadership
Involve your people
Use a process approach
Take a systematic approach
Encourage continual improvement
Get the facts before you decide
Work with your supplier
76
