PROJECT QUALITY

MANAGEMENT
 PROJECT QUALITY
MANAGEMENT

• is viewed as a total commitment to manage a firm’s

resources to achieve the highest levels of performance in
everything in which the firm is involved.

• provides all the tools to make sure your project turns

out as planned

• harnessing everyone’s effort to achieve zero defects at

lowest cost, and zero defects means continually
satisfying customer requirements
PROJECT QUALITY
MANAGEMENT

is a method for ensuring that all

the activities necessary to design,
develop and implement a product
or service are effective and efficient
with respect to the system and its
performance
THREE MAIN COMPONENT OF
QUALITY MANAGEMENT

In construction engineering and

1) QUALITY
CONTROL
manufacturing, quality control and quality
engineering are involved in developing
systems to ensure products or services are
designed and produced to meet or exceed
customer requirements. These systems are
often developed in conjunction with other
business and engineering disciplines using a
cross-functional approach.
THREE MAIN COMPONENT OF
QUALITY MANAGEMENT

refers to planned and systematic production

2) QUALITY
ASSURANCE
processes that provide confidence in a
product's suitability for its intended
purpose. It is a set of activities intended to
ensure that products (goods and/or
services) satisfy customer requirements in a
systematic, reliable fashion
THREE MAIN COMPONENT OF
QUALITY MANAGEMENT

3) QUALITY
IMPROVEMENT

These cover product improvement,

process improvement and people
based improvement.
 Achieving Quality on Projects
Attitude of mind Achieving a
Quality of
quality product
management
process
Preventive
medicine
Quality
Assurance

Quality
Control
Curative
Medicine
Quality of the
product

Ultimate Goal
QUALITY?
• The common element of the business definitions is
that the quality of a product or service refers to the
perception of the degree to which the product or
service meets the customer's expectations:

• Quality has no specific meaning unless related to a

specific function and/or object

• Quality is a perceptual, conditional and somewhat

subjective attribute
Business has tried to define quality in a producer-
consumer context, with the following variations:

• ISO 9000: "Degree to which a set of inherent characteristic fulfills

requirements." The standard defines requirement as need or
expectation.
Business has tried to define quality in a producer-
consumer context, with the following variations:

Six Sigma: "Number of defects per million opportunities." The metric

is tied in with a methodology and a management system.
Business has tried to define quality in a producer-
consumer context, with the following variations:

• Philip B. Crosby: "Conformance to requirements." The difficulty

with this is that the requirements may not fully represent customer
expectations; Crosby treats this as a separate problem.
Business has tried to define quality in a
producer-consumer context, with the
following variations:

• Joseph M. Juran: "Fitness for use." Fitness is

defined by the customer.

• Noriaki Kano presenting a two-dimensional model

of quality: "must-be quality" and "attractive
quality." The former is near to the "fitness for
use" and the latter is what the customer would
love, but has not yet thought about.
Genichi Taguchi, with two definitions:
• "Uniformity around a target value." The idea is to
lower the standard deviation in outcomes, and to keep
the range of outcomes to a certain number of
standard deviations, with rare exceptions.
• "The loss a product imposes on society after it is
shipped." This definition of quality is based on a more
comprehensive view of the production system.
American Society for Quality:

• a subjective term for which each person has his or her own
definition.

• In technical usage, quality can have two meanings: the

characteristics of a product or service that bear on its ability to
satisfy stated or implied needs;

• a product or service free of deficiencies.

Peter Drucker:
"Quality in a product or service
is not what the supplier puts
in. It is what the customer gets
out and is willing to pay for."
Quality Concepts
•For Design
*Aesthetics (good design taste)
*Functionality (design does what it is intended
to: meet building code requirements)
*Safety (safe for occupiers; meet building code
requirements)
* Cost (within client’s budget)
Quality Concepts
•For Construction

•Workmanship (quality of constructed

work)
•Integrity (according to drawings and
specifications)
•Completion time in the project according
to client requirements
Quality Concepts
Zero Defects – states that there is no tolerance for
errors within the system. The goal of all processes is
to avoid defects in the product or service

The Customer is the Next Person in the Process –

based on providing the internal organization a
system that ensures the product or service is
transferred to the next person in the process in a
complete and correct manner
Quality Concepts
• Continuous Improvement Process – is a holistic
approach to an organization that focuses on
principles while making the process improvements

• Process Capability – in evaluating the processes

which will be used to produce a system, it is
essential that the process be capable of performing
the required functions to achieve the desire
outcome.
 Major Cost Categories of Quality
a) Prevention Cost – cost to plan and execute a project so that it
will be error free. Some areas of prevention cost include
planning of the scope, budget, performance and duration to
meet customer requirements.

(i Training, ii. Process capabilities studies, iii. Surveys of

vendors/suppliers, iv. Surveys of subcontractors)

b) Appraisal Cost- cost of evaluating the processes and the

output of the process to ensure the product is error
free. ( inspection and testing of products, maintenance
ad test equipment, cost to process and report
inspection data)
Major Cost Categories of Quality
b) Internal Failure Cost – cost incurred to correct an
identified defect before the customer receives the
product. (scrap and rework, inventory costs)

c) External Failure Cost – relates to all errors not detected

and corrected before delivery to the customer.
(warranty cost, product liability)

d) Measurement and Test Equipment – capital cost of

equipment used to perform prevention and appraisal
activities.
HOW TO IMPROVE
PRODUCTIVITY IN THE WORK
PLACE TO ACHIEVE TOTAL
QUALITY ON PROJECTS?
 Achieving Quality
on Projects

IMPROVING
PRODUCTIVITY

Setting-up of Quality
Motivation
Management System
of Employees
or Process
Motivational Theories
 McGregor`s Theory X & Theory Y
• Theory X
- People are lazy by nature; dislike
work & will avoid it whenever
possible
- They must be coerced,
controlled and threatened with
punishment in order to work.
- They lack ambition and seek
mainly security.
- They avoid responsibility
• Theory Y
- Work is as natural to man as play &
rest.
- People are capable of self direction
to objectives they are committed.
- People will even seek responsibility
given proper rewards.
- Many people are creative, ingenious
& imaginative but these intellectual
potentialities are utilized only
partially in most organizations.
 Herzberg`s Two-Factor Theory

Motivators = Growth

Hygiene Factor = Replenishment Needs

 Herzberg`s Two-Factor Theory

Motivators = Growth Hygiene Factor = Replenishment

• Satisfiers Needs
• Dissatisfiers
Achievement
Recognition Working conditions
Responsibility Administrative policies
Work itself Supervision
Advancement Salary
Interpersonal Relations
Status
Job Security
Maslow`s Hierarchy of ⚫ Physiological
Need for air, water, food,
Human Needs warmth, sleep,sex & basic
bodily satisfactions
⚫ Safety-Security
Existential Freedom from actual danger &
Ego need for assurance of continued
well being.
Social
Safety ⚫ Belonging-Love-social
Physiological Need to give & receive
attention, love & affection.
⚫ Ego-Esteem
Need for the respect &
recognition of others
Chronological-Psychological Age ⚫ Existential, Self-Actualization
The need to become all that one
is becoming.
These models are used in the
construction industry

FOCUSED ON MOTIVATION,
EMPLOYEE NEEDS AND
INCENTIVES
Motivation
•The set of processes that determine
the choices people make about their
behaviours
•It imparts incentives that require a
response on part of someone else of
achieve a defined goal
Motivation
•In business, motivation is not
synonymous with salaries;
money is a means for accommodating
the economic needs of workers

• Motivation means an inner

wholesome desire to exert effort
without the external stimulus money
Context of MOTIVATING
• It is the ability of indoctrinating the
personnel with a unity of purpose and
maintaining a continuing, harmonious
relationship among all people.
• A force which encourages and
promotes a willingness of every
employee to cooperate with every
member of the team
Effective Motivation of Employee

Create proper conditions that

cause people to do their work
willingness and enthusiasm

The willingness to exert high level

of effort to reach organizational
goals, conditioned by the effort’s
ability to satisfy some individual
need
EMPOLYEE NEEDS MOTIVATION
THRU:

Goal Setting

Employee reward/incentives

Reinforcement
 Advantage of Productivity
Improvement
• Decreased total cost and duration of production

⚫ Improved quality
⚫ Growth in market share of product
⚫ Increased employment and wages without
inflationary pressures
⚫ Enhanced purchasing capacities among
employees, employers and customers
End of Presentation
THANK YOU