Quality Process in Engineering ISO 9000 and Beyond. Presented by: Roxanne L. Pillar, P.E. October 2014

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1 Quality Process in Engineering ISO 9000 and Beyond Presented by: Roxanne L. Pillar, P.E. October 2014

2 Good morning Introductions:

3 Quality Management Systems (QMS) What are they? Where do they come from? Why should I care?

4 Presentation Objectives Define Quality and Quality Systems Quality & ISO Standards Quality Tools Management & Planning Tools QA/QC Process HZ QMS

5 Quality is..... Quality is everyone s job Quality is an attitude Quality is an approach Quality is a discipline

6 Why Quality Matters Systematic approach produces continuity Reduces rework and claims, generating more profit Enables responsiveness to sophisticated clients Reactive to client funding and requirements Improves competitive cost effectiveness Affects our reputation as a company Impacts the sustainability of the business or agency

7 Quality Management System A quality management system (QMS) is a collection of business processes focused on achieving your quality policy and quality objectives i.e. what your customer wants and needs

8 ISO Standards

9 Huitt-Zollars uses... ISO Compliant, not certified. Standards we use ISO 9000:2005 Quality Management Systems; Fundamentals and Vocabulary ISO 9001:2008 Quality Management Systems; Requirements ISO 9004: Quality Management Systems; Guidelines for Performance ISO 10006:2003 Quality Management; Guidelines to Quality in Project Management

10 Baldrige Criteria Improve organizational practices Facilitate communication and sharing of Best Practices Working tool for understanding and managing organizational performance Non-prescriptive

11 Baldrige Criteria Leadership Strategic planning Customer focus Measurement, analysis, and knowledge management Workforce focus Operations focus Results

12 Six Sigma Six Sigma is a set of techniques and tools for process improvement. It was developed by Jack Welsh and Motorola in Six Sigma seeks to improve the quality of process outputs by identifying and removing the causes of defects (errors) and minimizing variability in manufacturing and business processes. It uses a set of quality management methods, including statistical methods, and creates a special infrastructure of people within the organization ("Champions", "Black Belts", "Green Belts", "Yellow Belts", etc.) who are experts in these methods. Each Six Sigma project carried out within an organization follows a defined sequence of steps and has quantified value targets, for example: reduce process cycle time, reduce pollution, reduce costs, increase customer satisfaction, and increase profits. These are also core to principles of Total Quality Management (TQM).

13 Total Quality Management Naval Air Systems Command Japanese style quality improvement Holistic approach, broad & systematic Based on 1920 s scientific management Walter Shewhart developed in 1930 s Deming took it to Japan in 1950 s

14 Quality Gurus Shewhart: father of statistical quality control Engineer at Bell Lab Mentored Deming and Juran Deming: American who helped rebuild Japan after WWII 14 Points for Transformation 7 deadly diseases, barrier to business success Juran: an engineer, created the Juran Trilogy Quality planning Quality control Quality improvement

15 Maslow s Needs Pyramid

16 Maslow s Needs Pyramid

17 Quality Tools Flowchart/Process Mapping Check Sheet (tally sheet) Cause & Effect Diagram (Fish) Pareto Chart 80/20% variation/variables Control Chart Histogram Scatter Diagram

18 Management and Planning Tools Affinity Diagram (Mind Mapping) Activity Network Diagram AND, CPM & PERT Interrelationship Digraph Matrix Diagram > Priorities Matrix Process Decision Program Chart Tree Diagram

19 Quality Control vs. Quality Assurance Quality Control: focused on fulfilling the quality criteria/requirements i.e. project level team, reviews, comments, revise Quality Assurance: focused on verifying requirements fulfilled i.e. provide training, verify QC is done per requirements

20 Quality Process Production Planning Measurement of compliance with requirements Calibration Preventive and Corrective Action Non-conforming product

21 The Huitt-Zollars Way Mission Statement Our commitment is to understand the needs of our clients and to meet those needs by delivering professional services with the highest level of quality and integrity.

22 Policy The HZ Quality Policy as documented in the HZ Quality Manual is: We are people committed to understanding and meeting the needs of our clients with quality and integrity. This will be accomplished through customer focus and continual improvement

23 Objectives The Quality Objectives: Improve customer satisfaction Improve consistency among offices and staff Reduce occurrences of errors, omissions, and poor service Improve responsiveness of our Business Processes Improve productivity Improve product quality

24 The Huitt-Zollars Way QMS is based on ISO 9001:2008 Compliant, not certified Plan Do Check Act Continual improvement Project Work Plans Project Audits Office Audits Follow up

25 Plan, Do, Check, Act

26 HZ QMS HZ Quality Manual HZ Policies and Procedures HZ Objectives Office Initiatives Project Work Plan Project Quality Plans Checklists and Review Forms HZ Project Management Work Instructions

27 HZ QUALITY MANAGEMENT SYSTEM (QMS) HZ QUALITY MANUAL HZ POLICIES HZ PROCEDURES ISO 9001:2008 ISO 9000 SERIES QUALITY POLICY QUALITY OBJECTIVES HZ GUIDELINES CONTROL OF DOCUMENTS CONTROL OF RECORDS INTERNAL AUDITS CORRECTIVE ACTION PREVENTIVE ACTION NON-CONFORMING PRODUCT HZ QUALITY MANAGEMENT REVIEWS ANNUAL MEETING ANNUAL OBJECTIVES INTERNAL AUDITS OFFICE INITIATIVES QA/QC PROCESS PROJECT WORK PLAN/PROJECT MANAGEMENT PLAN PROJECT QUALITY PLAN DOCUMENT REVIEW QUALITY CONTROL STAMP CHECKLISTS COMMENT FORMS REVIEW COVER SHEETS & GREEN SHEETS QUALITY ASSURANCE AUDIT QA REPORT CLIENT REQUIREMENTS WORK INSTRUCTIONS 1. ORGANIZATION, RETENTION & ARCHIVING 2. OUTLOOK PUBLIC FOLDERS 3. MOVE PHONE EXTENSION 4. STANDARD 5. FILING INDEXES 6. CERTIFICATE OF INSURANCE 7. FILE RETENTION 8. QUALITY CONTROL REVIEW CHECK PRINT STAMP 9. ACCOUNTS RECEIVABLE 10. PROJECT WORK PLAN

28

29 Project Work Plan Planning tool that includes: Scope Design team Project deliverables Quality Plan Budget Codes and standards Design input and constraints CADD/BIM standards Drawing list or elements Project Specifications Project milestones Design schedule

30 Project Quality Plan Who has responsibility What will be done When will it happen Monitoring List of Deliverables What requires review Who will do the review

31

32 Documentation the evidence Determine what documentation is needed Include direction in the Quality Plan Keep documentation of Quality reviews Audit based on available documentation Lack of documentation = not done

33 Checklists and Review Forms Library of forms on Quality Site Forms continue to be refined Review forms building on previous submittal review see NTTA or Sound Transit Scrub checklists from production employees

34 Quality reviews are not just for plans

35 For example RFQ/RFP response Bid Tabulation Proposal Quantity takeoff Scope of Work Project Work Plan Letter Project Close out message Employment appln Survey description Specifications Calculations Other Report Technical; expense; status

36 How might you go about it? Redline markups Track markups on Word document Check print stamp Checklist Review comment form

37 Quality Process - Project Project Work Plan Project Quality Plan Document Review Quality Control Stamp Checklists Comment forms and disposition of comments Review Cover Sheets and Green Sheets Quality Assurance Audit Quality Assurance Report Client Requirements

38 Quality Process Office Audits The Audit Cycle What happens during an Audit Audit reports and Audit Findings

39 Audit Follow Up Audit report findings and recommendations Nonconformities preventive or corrective actions Revise Office Initiatives Closure of any actions taken

40 Questions and Answers

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