lecturing

1. BULE HORA UNIVERSITY
COLLEGE OF ENGINEERING AND TECHNOLOGY
DEPARTMENT OF CONSTRUCTION TECHNOLOGY AND
MANAGEMENT
Course Title :-Construction quality management(CoTM4233)
Target group:-5th year G1
Degree Program:-B.Sc. in CoTM
ECTS Credits:-4hr ,
Pre-requisites:-None
Academic year:-2014/2021
Bule Hora Ethiopia
By
Mr.Abate
By
Mr.Abate
N.(Msc.)
N.(Msc.)
4/6/2022 Bule Hora University 1

2. BULE HORA UNIVERSITY
COLLEGE OF ENGINEERING AND TECHNOLOGY
DEPARTMENT OF CONSTRUCTION TECHNOLOGY AND
MANAGEMENT
Outline of the session
Introdaction
Quality Definition
Construction Quality Management (CQM)
Benefits of CQM to Owner & Contractor
Quality Inspection
Innovation In Quality Management
ISO 9000 Quality Management System (QMS)
Occupational Health and Safety Assessment Series (OHSAS) 18000
Dimensions Of Quality- Product And Service.
By
Mr.Abate
N.(Msc.)
4/6/2022 Bule Hora University 2

3. INTRODUCTION
 Quality Definition
“Quality is the ability of product & service to satisfy the customer needs &
satisfaction” (Taylor & Francis e-Library,2002).
Some goals of quality programs include:
Fitness for use - Is the product or service capable of being used?
Fitness for purpose - Does the product or service meets its intended purpose?
Customer satisfaction - Does the product or service meet the customer's
expectations?
Conformance to the requirements - Does the product or service conforms to the
requirements?
By
Mr.Abate
N.(Msc.)
4/6/2022 Bule Hora University 3

4. Construction Quality Management (CQM)
Construction Quality Management (CQM): - is the performance of tasks,
which ensure that construction is performed according to (Taylor and Francis Group
,2011):
plans and specifications,
Time within a defined budget,
 a safe work environment.
The purpose of CQM is to assure that the quality set by the plans and
specifications is achieved(Taylor and Francis Group ,2011).
The quality of construction depends mainly upon the control of
construction, which is the primary responsibility of the contractor.
This can be achieved by proper inspection of material & strict supervision
on execution of work.
By
Mr.Abate
N.(Msc.)
4/6/2022 Bule Hora University 4

5. BENEFITS OF CQM TO OWNER & CONTRACTOR
Benefits to Owner;
 Construction work is carried out according to plans & specifications.
 Project is completed on time,
within defined budget.
 Work is easily maintained & safe work environment achieved.
Benefits to contractor are
 Increased profit & production
 Better communication & planning.
Improved organizational skills
 Outstanding performance evaluations to obtain future contracts.
By
Mr.Abate
N.(Msc.)
4/6/2022 Bule Hora University 5

6. QUALITY INSPECTION
It is an art of comparing the materials & procedures with laid down standards.
The normal inspection at various stages is primarily the responsibility of the engineer
in-charge & the inspecting officers associated with the project.
The objective of inspection is to ensure that the work is to be carried out in accordance
with contract provisions.
Stages of Inspection: -
1. Inspection at sources: Inspection of materials is carried out at source of material &
before materials are arrived at site so that inferior or defective material is not brought
to site.It helps in unnecessary controversies and loss of time & money
2. Inspection during execution of work: It is better to inspect the work during
construction. It is very essential to have a separate inspection agency midway
between the contractor and owner to have an independent inspecting policy to create
quality awareness among workers.
By
Mr.Abate
N.(Msc.)
4/6/2022 Bule Hora University 6

7. Cont…
3, Inspection of completed job: Before certificate of completion of work is
given to contractor, thorough inspection of all items of work should be
carried out & short-comings/defects/rectifications are pointed out, & got
executed as desired.
4, Inspection of equipment/machinery: New or old equipment/machinery to
be used on site must be inspected regarding the working to meet the project
requirement & to avoid their failure during execution of work.
The degree to which inspection can be successful is limited by the
established requirements. Inspections are usually non-destructive. Some of
the non-destructive methods of inspection;
By
Mr.Abate
N.(Msc.)
4/6/2022 Bule Hora University 7

8. Cont.
 Visual inspection:-It is the process of looking over a piece of
equipment/material using the naked eye to look for damage. Used for checking
material, equipment’s, etc.
Liquid dye penetrates:-It is a low cost method. Used to detect surface
defects in metals, ceramics, etc.
Ultrasonic:- uses high frequency sound energy to conduct examinations and
make measurements. Generally used to test thickness of test piece.
Eddy current:- It is electromagnetic testing method. Used to detect surface &
sub-surface defects.
Inspection accuracy depends on:
Level of human error
Accuracy of the instruments
Completeness of the inspection planning
By
Mr.Abate
N.(Msc.)
4/6/2022 Bule Hora University 8

9. INNOVATION IN QUALITY MANAGEMENT
 Quality Philosophers :They are prominent researchers and practitioners whose work
has dominated this movement. Their ideas, concepts, and approaches in addressing
specific quality issues have become part of the accepted wisdom in TQM, resulting in
a major and lasting impact within the field(Taylor and Francis Group 2011).
a. W. Edwards Deming:
He is best known figure associated with the quality field and is considered its founding
father.
His philosophy is based on following methods:
1. The Plan–Do–Check–Act (PDCA) Cycle, Statistical process control
By
Mr.Abate
N.(Msc.)
4/6/2022 Bule Hora University 9

10. Cont.
1. PDCA Cycle - Plan, Do, Check, and Act cycle.
This cycle is repetitive; once it has been completed, it recommences
without stopping.
The purpose is to re-emphasize the responsibility of management to be
actively involved in the organization’s quality program.
When to use –
When starting a new improvement project.
When developing a new design of process, product, or service.
When defining a repetitive work process.
When planning data collection and analysis in order to verify problems
or root causes.
When implementing any change.
By
Mr.Abate
N.(Msc.)
4/6/2022 Bule Hora University 10

11. Cont.
By
Mr.Abate
N.(Msc.)
4/6/2022 Bule Hora University 11

12. Cont.
2, Statistical Process Control:
This technique applies to both in process parameters and end process (product) parameters.
When to use
When controlling on-going processes by finding and correcting problems.
 When analysing patterns of process variation from special causes.
 When determining whether a process is stable.
Kaoru Ishikawa
Ishikawa’s deals with organizational aspects and is supported by the “quality circles”
technique.
The aim of quality circles is to identify local problems and recommend the solutions.
The aim of quality circle is to:
Contribute to the improvement and development of the organization.
Respect human relations and build a happy workplace offering job satisfaction.
Utilize human capabilities fully and draw out infinite potential.
By
Mr.Abate
N.(Msc.)
4/6/2022 Bule Hora University 12

13. Cont.
key elements of quality circles include: -
They are a team effort & completely voluntary.
Employees are trained in group dynamics, motivation,
communications, and problem solving.
Management support is achieved but as needed.
Creativity is encouraged.
Management listens to recommendations
Benefits of quality circles include: -
Improved quality of products and services.
Better organizational communications.
Improved worker performance.
Improved morale.
By
Mr.Abate
N.(Msc.)
4/6/2022 Bule Hora University 13

14. Cont.
Four Points for Formation of Quality Circles: -
1. Voluntarism: Circles are to be created on voluntary basis, and not by a
command from above. Begin circle activities with people who wish to
participate.
2. Self-development: Circle members must be willing to study.
3. Mutual development: Circle members must aspire to expand their
horizons and cooperate with other circles.
4. Eventual total participation: Circles must establish their ultimate goal of
full participation of all workers in the same workplace.
By
Mr.Abate
N.(Msc.)
4/6/2022 Bule Hora University 14

15. Cont.
Joseph M. Juran:
 Juran’s philosophy is summed as “Quality does not happen by accident; it has to be
planned.”
 The emphasis of Juran’s work is on planning organizational issues, management’s
responsibility for quality, and the need to set goals and targets for improvement.
 His thinking on quality is an operational framework of three quality processes
 These are known as Juran’s Quality Trilogy. These are:
1. Quality planning
2. Quality control
3. Quality improvement
By
Mr.Abate
N.(Msc.)
4/6/2022 Bule Hora University 15

16. Cont.
1. Quality planning - Quality planning include:
identifying internal and external customers,
determining customer needs,
developing a service that responds to those needs
establishing goals that meet the needs of customers and suppliers at a minimum
cost, and
Proving that the process is capable of meeting quality goals.
2. Quality control –
This process is the collection and analysis of data for the purpose of determining
how best to meet project goals under normal operating conditions.
To measure the difference between the actual performance before and after the
process has been modified, the data should be statistically significant and the
process should be in control.
By
Mr.Abate
N.(Msc.)
4/6/2022 Bule Hora University 16

17. Cont.
3. Quality improvement
This process is concerned with breaking through to a new level of performance.
The end result is that the particular process is obviously at a higher level of quality in delivering
either a product or a service.
Juran’s Seven Point Action Plan –
1. Point 1 - Management must agree on the meaning of the quality program, its implications and
the direction to take.
2. Point 2 - Top management must accept and adopt the new philosophy.
3. Point 3 - Top management must communicate the plan and its necessity for the people in the
organization.
4. Point 4 - Every activity must be recognized as a step in a process and the customers of that
process identified.
5. Point 6 - Team work must be engendered and encouraged to improve inputs and outputs.
6. Everyone must be enabled to contribute to this process.
7. Point 7 - Construct organization for quality with the support of knowledgeable statisticians.
By
Mr.Abate
N.(Msc.)
4/6/2022 Bule Hora University 17

18. ISO 9000 Quality Management System (QMS)
 ISO - stands for International Organization for Standardization.
What is ISO? – It is an International standard and set of guidance documents intended
(planned) for organizations in all types of industries.
It is founded on 23 February, 1947. It is headquartered in Geneva,
Switzerland & works in 162 countries.
Ethiopian Standard Agency (ESA) is national standards body of
Ethiopia & is member of ISO.
What is ISO 9000? – It is set of standards for quality management
system that is accepted around the world.
Purpose of ISO 9000 QMS: - ISO 9000 QMS is designed to help
organizations ensures that their products & services consistently meet
customer’s requirements.
It can be adopted by all types of organizations producing & supplying
all kinds of goods, services etc.
By
Mr.Abate
N.(Msc.)
4/6/2022 Bule Hora University 18

19. Cont.
The goal of ISO 9000 is to embed a quality management system within an
organization;
 increasing productivity,
 reducing unnecessary costs, and
 ensuring quality of processes and products.
A quality management system (QMS) :
is a set of policies, processes and procedures required for planning and
execution (production/development/service) in the core business area of an
organization (i.e., areas that can impact the organization’s ability to meet
customer requirements).
ISO 9001 is an example of a Quality Management System.
By
Mr.Abate
N.(Msc.)
4/6/2022 Bule Hora University 19

20. Cont.
ISO 9000 Certification & Registration
• ISO Certification
It refers issuing of written assurance (the certificate) by an independent, external
body that has audited an organization’s management system and verified that it
conforms to the requirements specified in the standard.
• Registration
Registration means that the auditing body then records the certification in its
client registers.
Procedure of ISO 9000 Certification are;
1. ISO 9000 Assessment
The initial assessment is a detailed review of the company’s quality systems and
procedures compared to ISO 9000 requirements. This process defines the scope of
the ISO 9000 project.
By
Mr.Abate
N.(Msc.)
4/6/2022 Bule Hora University 20

21. Cont.
2. Training
All employees must be trained in two areas.
First, they must have an overall understanding of ISO 9000 vocabulary requirements,
the role of the quality manual, and the benefits that will be derived from the system.
Second, they must understand the actual day-to-day process of upgrading and
improving procedures.
3. Documentation of Work Instructions
All procedures must be described and documented so that they can be understood prior
to approval.
Once completed, this documentation should outline every process a company undertakes
that affects the quality of its finished products.
4 . Quality Assurance Manual
While ISO 9000 standards require that a company document everything it does and every
system that affects the quality of the finished product.
The manuals are often used to assemble all documentation in one place.
By
Mr.Abate
N.(Msc.)
4/6/2022 Bule Hora University 21

22. Cont.
5. Registration Audit
The final step in certification is an audit by an organization chosen as the external
audit team to see that system is working as described in the quality manual and it
meets ISO 9000 requirements.
The objectives of ISO 9000 Quality Management System are as following: -
To Assure that the customer receives the service or product that is expected and
remains satisfied.
Prevent errors in all operations.
Prevent delivery delays.
Reduce costs of operation
Increase productivity.
Increase the reliability of service or product.
Meet all the quality requirements specified by the customer.
By
Mr.Abate
N.(Msc.)
4/6/2022 Bule Hora University 22

23. Hierarchy of ISO Quality Management System
The typical ISO quality management system is structured on four levels,
usually portrayed as a pyramid.
By
Mr.Abate
N.(Msc.)
4/6/2022 Bule Hora University 23

24. Cont.
1. Quality Policy: -
It sets out what top management requires its staff to do in order to ensure
quality management system.
It should be practical and aligned with measurable expression in the
Quality Objectives.
It also should be understandable by all members of the organization,
employees, managers as well as other stakeholders.
Aims at ;
Customer satisfaction, development of staff, future improvement
Which resources do you provide
Customer requirements should be at the centre of attention
On-going review of the quality policies and its adequacy for the company
By
Mr.Abate
N.(Msc.)
4/6/2022 Bule Hora University 24

25. Cont.
2. Quality manual: -
It describes intent to establish a quality management system with an emphasis on
continual improvement.
Specifies the scope of QMS.
Includes the targets, process description, process instructions and process
responsibility.
3. Work instructions/procedures: The number of manuals containing work instructions
or procedures is determined by the size and complexity of the organization.
The procedures mainly discuss the following:
a. What is to be done?
b. How is it done?
c. How does one know that it has been done properly (for example, by inspecting,
testing, or measuring)?
d. What is to be done if there are problems (for example, failure)?
By
Mr.Abate
N.(Msc.)
4/6/2022 Bule Hora University 25

26. Cont.
4. Quality Forms & Records: -
Certain records need to be kept to demonstrate how the QMS is acting
effectively.
Records must be legible (clear), readily identifiable, accessible, protected,
retained within prescribed period & disposed properly.
Benefits of ISO Quality Management System
A. Benefits to Customers
Quality Service
Increased Confidence in Service
Less number of non-compliance's (failure)
Improved Supply/Consistent Quality
By
Mr.Abate
N.(Msc.)
4/6/2022 Bule Hora University 26

27. Cont.
B. Benefits to company –
Increased market share
Increase in revenues
Continuous improvement in organizational process
Consistency in products/services quality
Improvement in staff performance
Effectiveness in the utilization of staff
Efficient utilization of time, money, and other resources
Customer satisfaction and confidence in the organization’s
products/services
By
Mr.Abate
N.(Msc.)
4/6/2022 Bule Hora University 27

28. Cont.
C. Benefits to employees –
Defined Directions
Improved Performance
Better & improved relation
Increases motivation
Job satisfaction
Pride of working in ISO 9000 certified company.
D. Benefits to suppliers
Provides market stability to supplier.
Helps in supplier growth
Partnership & mutual understanding
By
Mr.Abate
N.(Msc.)
4/6/2022 Bule Hora University 28
E. Benefits to Society
E. Benefits to Society
E. Benefits to Society
E, Benefits to society
Fulfilment of legal &
regulatory requirements
Improved health & safety
Reduced environmental
impact
Increased security

29. Occupational Health and Safety Assessment Series (OHSAS) 18000
The Occupational Health and Safety Assessment Series (OHSAS) 18000 have
been developed to help organizations control and minimize occupational health
and safety risks.
OHSAS 18001 is a specific standard for occupational health and safety
management systems designed to eliminate or minimize the risk to employees
and other related parties who may be exposed to occupational health and safety
risks associated with business activities.
Benefits of OHSAS Management System
Reduced accidents and injuries to the employees
Reduced insurance liability and risk
Decreased costs due to personal injury and production downtime
Reduced worker compensation insurance costs
Ease of managing safety risks
Enhanced employee safety awarenes
By
Mr.Abate
N.(Msc.)
4/6/2022 Bule Hora University 29

30. DIMENSIONS OF QUALITY- PRODUCT AND SERVICE.
Before we discuss on dimensions of quality, we must discuss three aspects
associated with definition of quality:
quality of design,
quality of conformance, and
 quality of performance.
1. Quality of Design:-
Quality of design is all about set conditions that the product or service
must minimal 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.
However, the design must be simple and also less expensive so as to meet
the customers' product or service expectations.
By
Mr.Abate
N.(Msc.)
4/6/2022 Bule Hora University 30

31. Cont.
Quality of design is influenced by many factors, such as;
 product type
Cost
profit policy
 demand of the product
availability of parts and materials, and
 product reliability.
2. Quality of Conformance:
 Quality of conformance is basically meeting the standards defined in the design
phase after the product is manufactured or while the service is delivered.
 This phase is also concerned about quality is control starting from raw material
to the finished product.
By
Mr.Abate
N.(Msc.)
4/6/2022 Bule Hora University 31

32. Cont.
Three broad aspects are covered in this definition are
 visualized defect detection
 defect root cause analysis, and
 defect prevention.
 Defect prevention deals with the means to deter the occurrence of defects
and is usually achieved using statistical process control techniques.
 Defects may be by inspection, testing or statistical data analysis collected
from process. Subsequently, the root causes behind the presence of defects
are investigated, and finally corrective actions are taken to prevent
recurrence of the defect.
By
Mr.Abate
N.(Msc.)
4/6/2022 Bule Hora University 32

33. Cont.
3. Quality of Performance:
Quality of performance is how well the product functions or service performs
when put to use.
 It measures the degree to which the product or Service satisfies the customer
from the perspective of both quality of design and the quality of conformance.
Meeting customer expectation is the focus when we talk about quality of
performance.
Customer survey is conducted to find customer’s perception about service
delivered.
If product or service does not live up to customer expectation, then adjustments
are needed in the design or conformance phase.
Garvin (1984) also provides discussion of eight critical dimensions of product
quality. The summarized key points concerning these dimensions of quality is
provided below.
By
Mr.Abate
N.(Msc.)
4/6/2022 Bule Hora University 33

34. EIGHT DIMENSIONS OF PRODUCT QUALITY:
Eight dimensions of product quality management can be used at a strategic level
to analyse quality characteristics.
 The concept was defined by David A. Garvin, formerly C. Roland Christensen
Professor of Business Administration at Harvard Business School.
8 Dimensions are:
Performance
Features
Reliability
Conformance
Durability
Serviceability
Aesthetics
Perceived Quality
By
Mr.Abate
N.(Msc.)
4/6/2022 Bule Hora University 34

35. Cont.
Performance:
 Performance refers to a product's primary operating characteristics.
This dimension of quality involves measurable attributes; brands can usually be
ranked objectively on individual aspects of performance.
Features:
Customers tend to purchase products that have more value added features.
 This can be beyond basic criteria to enter into the market.
Feature may also be definite as addition or secondary characteristics attached
and supplements primary functionary of a product.
Reliability:
Reliability is the likelihood that a product will not fail within a specific time
period.
This is a key element for users who need the product to work without fail.
By
Mr.Abate
N.(Msc.)
4/6/2022 Bule Hora University 35

36. Cont.
Conformance:
 Conformance is the precision with which the product meets the specified standards.
Durability:
 Durability measures the length of a product’s life.
When the product can be repaired, estimating durability is more complicated.
 The item will be used until it is no longer economical to operate it.
 This happens when the repair rate and the associated costs increase significantly.
Serviceability:
 Serviceability is the speed with which the product can be put into service when it
breaks down, as well as the competence and the behaviour of the service person.
Aesthetics:
This is all about visual appeal of the product, often taking into account factors, such as
style, colour, shape, packaging, tactile characteristics, and other sensory features.
• Perceived Quality:
This is all about impression of a customer after using the product and/or service.
By
Mr.Abate
N.(Msc.)
4/6/2022 Bule Hora University 36

37. FIVE DIMENSIONS OF SERVICE QUALITY:
5 Dimensions are:
Reliability
Assurance
Tangibles
Empathy
Responsiveness
Reliability:
 Reliability refers to the dependability of customers on specific service. It is all about what is
promised and what is delivered.
Like, Ethiopian airlines in Africa have proved to be low cost airlines with high punctuality.
Assurance:
 This dimension of service quality is related to the competence (knowledge) of the
service employee.
The employees must be competent to gain the trust of customers.
By
Mr.Abate
N.(Msc.)
4/6/2022 Bule Hora University 37

38. Cont.
Tangibles:
 The tangible dimension of quality is related to the surroundings in which
the service is provided to the customers.
In a restaurant, it may be seating arrangement, interior decoration and
lighting arrangement.
Empathy:
Empathy refers to caring attitude that an organization shows toward
customer.
This dimension of service quality calls for individual attention to
customer, so as to make them feel special.
Responsiveness:
Responsiveness refers to the time taken by a service provider to
respond to request.
By
Mr.Abate
N.(Msc.)
4/6/2022 Bule Hora University 38

39. 4/6/2022 Bule Hora University 39