Corporate Quality Management Manual Comprehensive for General Contractors

Transcription

1 Sample Corporate Quality Management Manual Comprehensive for General Contractors For ABC Construction Company, Inc. Zurich Services Corporation The information in this publication and presentation was compiled by Zurich Services Corporation from sources believed to be reliable. Further, all sample policies and procedures herein should serve as a guideline which you can use to create your own policies and procedures. We trust that you will customize these samples to reflect your own operations and believe that these samples may serve as a helpful platform for this endeavor. Any and all information contained herein is not intended to constitute legal advice and accordingly, you should consult with your own attorneys when developing programs and policies. We do not guarantee the accuracy of this information or any results and further assume no liability in connection with this publication and presentation and sample policies and procedures, including any information, methods or safety suggestions contained herein. Moreover, Zurich Services Corporation reminds you that this cannot be assumed to contain every acceptable safety and compliance procedure or that additional procedures might not be appropriate under the circumstances. The subject matter of this publication and presentation is tied to any neither specific insurance product nor will adopting these policies and procedures ensure coverage under any insurance policy Zurich Services Corporation - i - Revision Date:

2 Table of Contents Introduction... iv 1. ABC's Corporate Quality Management Program and Communication Plan Goals General Content project-specific Quality Management Plans (QMP's) Roles and Responsibilities Pre-construction Quality Activities Design Peer Reviews (as applicable) Constructability Reviews (as applicable) Review of Plans and Specifications (mandatory) Documenting Existing Conditions (as applicable) Samples, Submittals and Procurement (mandatory) Material Receiving at the Jobsite (mandatory) Subcontractor Selection (mandatory) Mock-ups (as applicable) Water Testing (as applicable) Factory/Shop Inspections (as applicable) Construction Quality Activities Roles and Responsibilities for Quality Control (QC) Quality Control Administration Inspection and Testing Plan (see sample provided as Attachment 7.5) Inspection Checklists Non-conformance Tracking Procedure Quality Control (QC) Program Definable Features of Work (DFW) The 3 Phases of Quality Control (QC) Pre-installation Meeting and Inspection First Work-in-Place Meeting and Inspection Follow-up Phase or Daily Inspections One Hundred Percent (100%) Material Verification Zero Defect Program (ZDP Digital Photography Requirements Pre-cover-up and Pre-closure Inspections and Photographs Water Intrusion Prevention Pre-construction Construction Scheduling Inspections During Construction Water Intrusion Plan and Procedure ii -

3 4. Post-construction Quality Activities Warranty Warranty Call-backs during the Warranty Period Warranty Call-backs after the Warranty Period Resulting Damage Post-construction Documentation Abbreviations Glossary of Terms Attachments Pre-construction Meeting Agenda (3-pages) Subcontractor's Site Specific Quality Control Plan (2-pages) Inspection and Testing Log (1-page) Sample Punchlist (1-page) Inspection and Testing Plan (1-page) Non-conformance Report (NCR) (1-page) Non-conformance Report Log (1-page) Pre-installation Meeting Minutes (2-pages) First Work-in-Place Meeting Minutes (1-page) ABC's Daily Quality Control Inspection Report (1-page) Subcontractor's Daily Quality Control Inspection Report (1-page) Pre-closure Inspection Form (1-page) Water Intrusion Management Plan Construction Site Inspection Checklist 2 pages iii -

4 Introduction Quality is never an accident. Quality is the result of intelligent effort Construction contractors understand that general liability losses are increasing due to the costs to settle construction defect claims. By adopting a Quality Management System (QMS), construction contractors can significantly reduce these losses. Accordingly, this sample Corporate Quality Management Manual (QMM) can be used by Zurich's GC customers to develop their own Corporate Quality Management Program. This sample QMM has been prepared for a "generic" general contractor, ABC Construction Company, Inc. In using this sample manual as a starting point to draft your own Corporate QMM, inapplicable sections or text should be deleted, as appropriate to the requirements of your construction market and project types. ABC's Quality Mission Statement: At ABC, quality is building it right and doing it right. Consistent quality is the result of commitment and participation by every project participant --- this includes the owner, general contractor, subcontractors, sub-subcontractors and designers. This Corporate Quality Management Manual (QMM) outlines ABC's corporate Quality Assurance (QA) and Quality Control (QC) policies, standards and procedures that comprise ABC's Quality Management Program, hereinafter, the "Program." The purpose of this QMM is 3-fold: 1. To ensure completion of projects meeting the highest quality standards for our customers 2. To ensure that we deliver best-in-class services to our customers while creating a competitive advantage 3. To provide guidelines to our employees about our quality policies, standards and procedures Due to the ever-changing nature of construction, the information herein cannot provide details for managing every quality issue; however, this QMM provides guidelines that will improve the quality of ABC's work and the work of its subcontractors. This QMM is meant to not only be read, but also to be implemented on every ABC project. This manual is a living document and, as such, ABC's Operations Manager (OM) will control distribution and revisions. To ensure quality management best practices are met, ABC's Quality Steering Committee will review this program, at least, semi-annually and revise, as necessary. Each corporate QMM revision is effective as of the issue date. All ABC field and home office personnel must understand this QMM. ABC's Project Teams (PT's) shall follow this Corporate QMM in preparing their project-specific Quality Management Plans (QMP's.) PT members include, but are not limited to: Project Manager (PM), project superintendent, area superintendents, project engineer, field engineers, Site Quality Control Supervisor (SQCS) and administration personnel. All employees are expected to act responsibly and in accordance with these quality guidelines to promote the professional integrity of ABC and to improve our customer service. At the completion of a project, ABC will solicit feedback from our client and design team about our performance. Likewise, ABC will request comments from subcontractors and suppliers on ways to improve our performance. - iv -

5 1. ABC's Corporate Quality Management Program and Communication Plan 1.1. Goals To prevent construction defects from occurring To ensure work conforms to the contract documents and functional performance requirements To select qualified, quality-oriented subcontractors To ensure that workmanship required by the contract documents is performed by knowledgeable ABC and subcontractor craftsmen To perform timely inspections and tests by ABC, subcontractors and third party inspection personnel as defined in the Inspection and Testing Plan (See Section 3.3 below) To achieve a zero punchlist at substantial completion To minimize punchlists and rework during the course of construction To ensure warranties are preserved 1.2. General Content project-specific Quality Management Plans (QMP's) A project-specific QMP shall be prepared by ABC's Project Manager (PM) with input from the owner, architect and consultants no later than at mobilization to the field and, if required, approved by the owner prior to implementation. ABC's project superintendent shall be responsible to review and comply with the owner's specific QA/QC criteria, if any, as described in the ABC/Owner agreement. Changes recommended by the owner, architect or consultants, if acceptable to ABC's Operations Manager (OM) see Section 1.3 below, shall be incorporated into a revised project-specific QMP. Project-specific QMP's will include quality activities for the following construction phases: Pre-construction Construction Post-construction The table of contents for a project-specific QMP shall be as follows: An Inspection and Testing Plan Inspection Checklists customized to project-specific requirements Inspection Report Forms ABC s and Subcontractor s Daily Quality Control Inspection Forms A Non-conformance Tracking Procedure and Log Digital Photography Requirements A Zero Defects Program (ZDP) Quality Control (QC) documentation based on the US Army Corps of Engineers' 3 phases of Quality Control: Preparatory Phase documentation (called Pre-installation phase in this QMM) Initial Phase documentation (called First Work-in-Place phase in this QMM) Follow-up phase documentation (daily inspections) 100% Material Verification Pre-cover-up and Pre-closure Inspections and Photographs Special processes or requirements, if applicable Water Intrusion Prevention Project-specific QMP's will incorporate key procedures and language from this corporate QMM, but it shall be customized to project-specific requirements. A template for preparation of a project-specific QMP is available from your Zurich Risk Engineer. Each of the above topics is described in detail in the following sections. Sample agendas, forms, logs, meeting minute templates and a water intrusion checklist are provided in the Attachments Roles and Responsibilities ABC's executive committee is responsible to develop and implement a communication plan to instruct field and office personnel of the importance and need for this Program. ABC's executive committee is responsible to define and monitor compliance with this Corporate Quality Management Program at home office and field locations. The executive committee is committed to providing adequate training and other resources to ensure the Program s success. The executive committee has created a Quality Steering Committee (QSC) to manage the Program. The QSC is responsible to review the effectiveness of the Program and to make revisions, as appropriate. The QSC will meet monthly (initially) to review quality issues and the effectiveness of project-specific QMP's

6 Membership on the QSC is the responsibility of the executive committee and will include PM's, superintendents and a new position, a Quality Director (QD.) The QSC is responsible to: Evaluate the effectiveness of the Program, at least, semi-annually Identify opportunities for improvement and recommend appropriate corrective measures Monitor construction industry quality issues and trends Coordinate all company functions in support of quality management best practices Establish quality-related metrics to measure ABC's performance After close-out of a project, customers will be asked to evaluate ABC's performance on their project so that the QSC can identify opportunities for growth and improvement. At the above-mentioned QSC meeting, the QSC will discuss and review quality-related issues and lessons learned from selected projects. Project personnel will be requested to attend these meetings. The OM will direct the Program until the Quality Director position in filled. The QD (ultimately) is responsible for the following activities: Chairs the QSC Reports on the performance of the Program Assists ABC's PT's with development, updating and implementation of project-specific QMP's Assists ABC's PT's in managing and resolving quality issues Monitors ABC's and subcontractors' QC activities Participates in identifying project-specific quality requirements and appropriate resources With regard to specific quality issues, assesses the need for additional procedures, tests, third party oversight, or other appropriate actions Identifies training requirements and provides training resources to ABC's PT's Provides updates and revisions to this QMM, at least, semi-annually Conducts periodic quality audits of ABC's projects Oversees the collection and storage of quality documentation including document retention requirements Develops and tracks key performance metrics about the Program Pre-qualifies and maintains a list of approved third party peer review consultants and testing laboratories/consultants ABC's project superintendent is responsible for implementing the Program on their projects. Preparation of a project-specific QMP is mandatory on all projects. The QD will assist ABC's PM in interpreting the requirements of the Program and will have final approval of the contents of each project-specific QMP. At a minimum, ABC's PT's are responsible for the following quality-related activities: Accept responsibility on the part of every ABC employee for implementing a project-specific QMP on their project Report all quality-related weaknesses or problems to ABC's QD immediately, such as, inadequate design details, other serious design deficiencies, etc. Designate an ABC employee as ABC's Site Quality Control Supervisor (SQCS) this individual will generally be the project superintendent for larger projects or the site foreman for smaller projects, unless the project requires a full-time SQCS, as many US Government projects do. Identify project-specific quality requirements and appropriate resources Prepare and submit to the owner a project-specific QMP, if required by the owner s contract with ABC Review and approve subcontractor's Site Specific QC Plans (SSQCP's) (See Section 3.1 below) Implement ABC s project-specific QMP Customize ABC's and subcontractors' Inspection Checklists for your specific project requirements Serve in a Quality Assurance (QA) role by requiring that QC inspections, testing and documentation including other quality-related activities are performed by subcontractors for their work Communicate with third party inspectors, building code officials, owner and design consultants and subcontractors' Site Quality Representative (SQR) this individual will generally be the on-site lead person from the subcontractor Prepare Non-conformance Reports for ABC's self-performed work and for the work of subcontractors - 6 -

7 Continuously maintain a status log of Non-conformance Reports (NCR's) including applicable photographs --- and assure timely resolution of same Maintain current submittals, submittal logs, drawings, specifications and record drawings in the field office Manage ABC's Zero Defects Program (ZDP) see Section 3.8 below Collect, organize and maintain ABC's project quality documentation including inspection and testing logs and other metrics that comprise quality management key performance indicators ABC project superintendents are responsible for directing and conveying QMP requirements to ABC's construction foremen and to subcontractor foremen. All foremen are responsible for directing and conveying project quality requirements to craft personnel they supervise. Craft personnel are responsible to meet or exceed minimum quality requirements at all times. This requirement will be discussed as part of each new employee's hiring orientation --- ABC and subcontractor personnel. Subcontractors are responsible to: Adhere to the requirements of ABC's project-specific QMP as it applies to their scope of work Submit a Site Specific QC Plan (See Section 3.1 below) Designate a Site Quality Representative (SQR) that shall be present at all times the subcontractor is working on-site. The SQR will typically be the subcontractor's foreman or lead person Participate in ABC's Zero Defect Program (ZDP) Perform daily quality inspections and tests Submit Subcontractor's Daily Quality Control Report Upon request, submit daily jobsite photo's 2. Pre-construction Quality Activities Pre-construction activities include those taking place prior to commencing physical construction at the jobsite. These pre-construction activities frequently involve decisions that impact constructability and quality performance. ABC will coordinate its pre-construction services with the owner, architect, subcontractors and other consultants. The following paragraphs describe the most common pre-construction activities. Some may not apply to your project's requirements Design Peer Reviews (as applicable) For all residential projects or complex, high-risk or unusual projects, ABC or the owner may elect to hire independent designers (other than the designer of record) to perform a peer review of the design documents. The purpose is to assess the adequacy, integration and completeness of the design documents, code compliance and conformance with manufacturer, supplier and vendor requirements including warranties. Possible peer review consultants include: structural, acoustic, vibration, waterproofing/roofing, lighting, ADA or code compliance Constructability Reviews (as applicable) It is ABC's policy that a constructability review be performed by ABC's PM and project superintendent and key subcontractors on all projects in conjunction with the owner and project consultants. Early and continuous involvement by the entire project team --- ABC's QD, subcontractors, the owner and project consultants --- during these reviews will reduce the likelihood of including products/designs prone to installation or functional difficulties based upon the collective experience with those products/designs. It is particularly important to perform a comprehensive constructability review for high-risk, one-of-a-kind or unusual design elements Review of Plans and Specifications (mandatory) Before beginning construction and as early as development of plans and specifications allow, ABC's PM and project superintendent will perform an in-depth review of the contract documents. This review will seek to identify conflicts, unclear or incomplete items. Examples include: Dimensional conflicts between civil, architectural, and structural drawings, etc. Dimensional conflicts between plans and details Incomplete details Conflicting fixture and equipment locations, designations or quantities, as applicable Location or routing conflicts among architectural and MEP items, as applicable Resolution of the above discrepancies shall be the responsibility of the owner and design consultants, not ABC

8 2.4. Documenting Existing Conditions (as applicable) Depending on the particular scope of work, someone designated from ABC's PT will inspect and create a photographic and/or video record that documents existing conditions paying particular attention to preexisting physical defects. Items to be photographed include: Existing structures within or directly adjacent to the construction limits which are to remain Adjacent buildings and structures outside the construction limits which may affected by construction activities Sidewalks, curbs, paving and drainage structures Trees and existing vegetation Above-ground utilities Operable devices, such as, doors and windows 2.5. Samples, Submittals and Procurement (mandatory) As early as practical, but prior to the First Work-in-Place, ABC's PM will develop a comprehensive submittal register. The register will identify all items requiring submittal by ABC, its subcontractors and suppliers. The submittal register should identify the "due date" taking into account the submittal review and approval process including possible revisions and re-submittals plus the time for fabrication, transportation and delivery to the jobsite. Submittal samples shall demonstrate the level of quality that is acceptable to the owner and the responsible design professional. In some cases, this may require a mock-up outside of the actual area of construction. In other cases, it may be the first acceptable unit of production or first Definable Feature of Work (DFW) by ABC or its subcontractors (See Section below.) These samples mock-ups will constitute the minimum level of workmanship. In all cases, these samples or mock-ups will be preserved as a baseline for quality. ABC shall strictly comply with contract submittal requirements. No materials, equipment or supplies, requiring submittal review, shall be procured until submittals have been approved by the owner, architect and/or design consultants. Copies of approved submittals including manufacturer's installation instructions shall be maintained in both ABC's home and field offices. ABC's PM shall be responsible to manage the submittal process and coordinate procurement activities. Variations or substitutions will not be allowed without a letter from ABC to the owner as to the benefit to the owner of the proposed change. All variations or substitutions must be approved by the owner in accordance with contract requirements. ABC's PM will ensure that all purchased building materials, equipment, and supplies conform to project requirements. Vendors will be selected --- in part --- on their ability to provide the items specified on-time and packaged to ensure that they are appropriately protected during loading, unloading and storage at the jobsite Material Receiving at the Jobsite (mandatory) ABC's SQCS or designee will verify that 100% of the items delivered to the jobsite are those specified and in strict conformance with approved submittals prior to installation (See 100% Material Verification Section 3.7 below.) 2.7. Subcontractor Selection (mandatory) Subcontractor selection shall follow ABC's subcontractor pre-qualification and selection policies and procedures, which include safety, quality, capability and capacity evaluations as well as pricing, with the goal of avoiding a low bid focus. Selection shall be based on quality, experience and ability to complete successfully the scope of work as intended, as well as cost. It is ABC's policy to conduct a subcontractor Pre-construction Meeting at the jobsite for each subcontractor prior to the start of their work. A sample Pre-construction Meeting Agenda is provided as Attachment Mock-ups (as applicable) As part of the pre-construction planning process, ABC's PM will confirm the owner's contractual requirements for in-situ or freestanding mock-ups. In addition to these contractually defined mock-ups, ABC's PM will identify other high-risk construction assemblies as candidates for additional in-situ or freestanding mock-ups, such as: Exterior skin --- particular attention shall be devoted to transitions between dissimilar materials, windows to skin, skin to parapets, brick to EIFS, etc.) and construction details that do not conform to the manufacturer's standard details, and concerns expressed by the building skin subcontractors over the approved construction documents and submittals Roofing Window and door penetrations - 8 -

9 Pre-cast or GFRC panels Drywall finish/texture Wall/ceiling finishes Floor finishes Cabinets and millwork Countertops and fixtures Hardscape Mock-up units, such as, bathrooms, kitchens on multi-unit projects ABC's PM will determine the exact number and type of mock-ups to be constructed on their specific project. Mock-ups will be utilized to establish appropriate minimum levels of quality wherever needed. First Work-in-Place installations will generally serve the purpose of a mock-up Water Testing (as applicable) As part of the pre-construction planning process, ABC's PM will confirm the owner's contractual requirements for water testing. In addition to these contractually defined water tests, ABC's PM will identify other high-risk construction assemblies as candidates for additional water tests that may be performed by ABC, a subcontractor, or third party consultant, such as: Exterior skin Curtainwall systems Windows Skylights Exterior doors, thresholds and store fronts Balcony and deck transitions to the building wall Planters above occupied spaces Flat roofs Shower pans Fountains Factory/Shop Inspections (as applicable) As part of the pre-construction planning process, ABC's PM will identify high-risk construction assemblies, equipment or materials that a designed PT member will witness a critical destructive or nondestructive test. In addition to critical electrical and mechanical equipment, possible candidates for these factory/shop inspections are the items listed in Section 2.9 above. ABC's PM will provide its draft list of construction assemblies, equipment or materials for factory/shop inspections to the owner, architect and other consultants for their review and comment, as applicable. The owner, architect and other consultants may choose to accompany ABC's representative to the applicable factory/shop location to co-witness these critical destructive or non-destructive tests. ABC's PM will seek written approval of each assembly that will require factory/shop inspections from owner/architect/consultant, as applicable. 3. Construction Quality Activities 3.1. Roles and Responsibilities for Quality Control (QC) ABC's Site Quality Control Supervisor (SQCS) Duties: Coordinate and conduct quality meetings and inspections Coordinate visits by manufacturer or distributor representatives to provide training and/or site inspections/observations Coordinate the QC efforts of ABC, subcontractors and third party inspectors in complying with project-specific QMP Provide direct feedback and advise to ABC's PM and project superintendent on the effectiveness of QC activities The SQCS will have authority to stop work if workmanship or materials do not to conform with project requirements Review work-in-place for conformance with submittals, manufacturer's installation instructions and project specifications Confirm all inspections and tests are performed in conformance with project requirements Inspect ABC's and subcontractor's work, issue Non-conformance Reports, monitor correction and completion of non-conforming work items on a Non-conformance Report Log (See Section 3.5 below.) - 9 -

10 Subcontractors Each subcontractor shall be required to submit a Site Specific Quality Control Plan (SSQCP) to ABC for review and approval by ABC's SQCS before work can commence. This SSQCP will describe measurements, inspections, and tests including inspection and testing forms to be completed to ensure conformance with project quality requirements. This SSQCP will include Inspection Checklists, photographs, samples, water tests, pressure tests, and other tests, as applicable, including the frequency of testing. Each subcontractor shall designate a Site Quality Representative (SQR) to manage its SSQCP. A sample template for a Site Specific subcontractor Quality Control Plan is provided as Attachment 7.2. These SSQCP's shall be incorporated into ABC's project-specific QMP. ABC's SQCS shall approve each SSQCP Quality Control Administration ABC's PM, project superintendent and SQCS will participate in the project-specific Quality Management Program (QMP.) Sufficient inspections and tests of all items of ABC's self-performed work and work performed by subcontractors will be performed on a continuous basis to insure conformance with the quality of materials, workmanship, fit, finish, function and performance as defined by the contract documents. Implementation ABC's PM will receive all testing data from testing firms/laboratories and will route the test results to: ABC's project superintendent ABC's project superintendent will forward copies to the SQCS and other parties, as appropriate Workmanship Inspections ABC's SQCS will inspect items that will be covered-up by a following operation. ABC's SQCS will verify that all items are installed in accordance with the contract documents before covering-up. Photographs or videos of all work to be covered-up is a mandatory requirement (See Section 3.10 below.) Documentation ABC's SQCS will prepare and maintain timely records of all QC activities, inspections and tests. Subcontractor's QCR will do the same for its QC activities, inspections and tests. Inspection and Testing Log (See sample provided as Attachment 7.3) As inspections and tests are performed, ABC's SQCS or designee will record them on the Inspection and Testing Log: Specification section Description of the test performed Location of the test Who performed the test Date the test was conducted Date test results were received and forwarded to the appropriate parties Any remarks to appropriate parties Punchlist / Final Inspection (See sample Punchlist provided as Attachment 7.4) Near the completion of all work or any increment thereof, ABC's SQCS or project superintendent will conduct an inspection of the work and develop a punchlist of items, which do not conform to the contract documents. The punchlist will include the estimated correction date to correct deficiencies. The SQCS or project superintendent will make follow-up inspections to validate correction of all punchlist items. The following is a typical sequence of punchlist / final inspection activities: Pre-punch by ABC Deficiency correction and verification - pre-final inspection Final inspection to include the owner's punchlist Deficiency correction and verification sign-off by the owner or the owner's representative Final Acceptance Final system testing, as applicable System operation and sequence verification, as applicable O&M Manuals Delivery of record drawings and warranties

11 Instruction and training procedures 3.3. Inspection and Testing Plan (see sample provided as Attachment 7.5) As a part of the project-specific QMP, ABC's SCQS will prepare an Inspection and Testing Plan delineating all inspections and tests required by the contract documents. This plan will include ABC's and subcontractors' work. Information on the Inspection and Testing Plan will include: CSI specification reference, paragraph, item number, etc. Who will perform the inspection or test?, i.e., ABC, subcontractor, material testing firm, third party consultant, manufacturer's representative, etc. Test or inspection description Test or inspection frequency Test or inspection report form that will document the test results ABC's SQCS will maintain an Inspection and Testing Log (See Section 3.2 above) that documents all inspections and testing performed for ABC's and subcontractor's scopes of work. It is best practice to involve manufacturer's representatives in inspections and approvals for high risk building elements such as: Roofing systems Window systems Other elements of the building envelope Specialized and/or proprietary installations such as equipment, flooring systems, etc. Other systems, as applicable Develop a plan to involve these manufacturer's representatives in Preparatory Phase meetings and for the First Work-in-Place inspections 3.4. Inspection Checklists Inspections Checklists have been developed by ABC as an aid to field personnel in making quality inspections/observations. Upon each subcontract award, each subcontractor will be given a copy of ABC's Inspection Checklists associated with their scope of work. Subcontractors will be asked to propose additions or modifications based on the project's specific requirements and their own checklists/inspection forms. Final Inspection Checklists will be approved by ABC's SQCS with the concurrence of the owner, as appropriate Non-conformance Tracking Procedure A non-conformance, also known as a deficiency, is work that strictly speaking doesn t meet project requirements. A non-conformance can be either material-related, workmanship related, design-related or a combination thereof. In almost all cases, non-conforming work must be re-worked or corrected. Whenever a member of ABC's PT, owner, architect or consultant notes a non-conformance --- partially complete or complete ---- installation of the non-conforming item in question will not continue until the non-conforming work has been corrected and conforms with the requirements of the contract documents. Non-conforming items will be documented on a Non-conformance Report (NCR) and tracked on a Nonconformance Report Log (See Attachments 7.6 and 7.7 for examples of these forms.) Non-conforming items will be tracked and recorded on the Non-conformance Report Log, corrected and accepted on a weekly basis in conjunction with ABC's Zero Defect Program (ZDP.) ABC's SQCS is responsible to track self-performed non-conforming work and non-conforming work performed by subcontractors. Any item that is not corrected on the spot (that day) will be documented by a Non-conformance Report and posted to the Non-conformance Report Log. ABC's non-conformance procedure is as follows: Non-conforming work items are recorded on an NCR Form with a unique tracking number and posted to the NCR Log Non-conformance Reports will be issued by ABC's SQCS to ABC's craft foreman for ABC selfperformed work and to the subcontractor's craft foreman for their work In most cases, the non-conforming work will be removed and replaced with conforming work, i.e., proper workmanship and/or approved materials

12 ABC's SQCS will update the NCR Log indicating the status of NCR's in process and maintain a file of "open" reports If applicable, ABC's SQCS will forward the NCR to the owner, who, in turn, will forward same to the architect or consulting engineer for resolution, as applicable If applicable, upon completion of disposition instructions from the designer and/or others, the NCR will be forwarded to ABC's SQCS so that corrective actions can be undertaken After the corrective action(s) are complete, the work will be verified and documented by ABC's SQCS, the owner, architect or consulting engineer, as applicable If acceptable to all parties, the NCR will be closed and the NCR Log updated, accordingly In some cases, the disposition may be "accept as is" with no rework or corrective action(s) required, as approved by owner, architect, consultant or building official, as applicable. In these cases, the NCR will be closed and the NCR Log updated Quality Control (QC) Program Definable Features of Work (DFW) The Construction Specifications Institute (CSI) organizes work based on specifications with unique requirements and specific quality objectives. This includes identification of approved manufacturers in each CSI specification. At a minimum, each specification section and subsection will be considered a DFW. Each DFW will have a separate inspection and testing requirement. Either ABC, subcontractors, vendors, or third party inspection companies will perform these inspections and tests. Theses inspections and tests are listed on the Inspection and Testing Plan. (ABC has prepared Inspection Checklists as described in Section 3.4.) The 3 Phases of Quality Control (QC) Construction quality depends on effective planning, coordination, communication, supervision and testing. ABC's PT will use the following tools to achieve quality: Quality planning meetings documented by meeting minutes (See Section and below) Confirm that materials meet project requirements at the time of purchase and delivery to the jobsite (See Section 3.7 below) Daily inspections during construction (See Section below) Recordkeeping/documentation Quality Control (QC) consists of tests, inspections and observations before installation commences (Preparatory Phase), during First Work-in-Place (Initial Phase) and daily, while installation continues (Follow-up Phase.) The 3 phases of Quality Control (QC) are: Preparatory Phase (called the Pre-installation Phase in this QMM) Initial Phase (called the First Work-in-Place Phase in this QMM) Follow-up Phase (daily inspections in this QMM) The 3 phases of QC allow ABC to plan, schedule and install work in an orderly, consistent way that minimizes rework Pre-installation Meeting and Inspection A Pre-installation Phase meeting and inspection will be performed before construction commences on each significant construction activity or Definable Feature of Work (DFW.) This phase involves a Pre-installation meeting and inspection conducted by ABC's PM or project superintendent and attended by the following individuals, as appropriate: ABC's SQCS and subcontractor's SQR Owner's representative Design professional(s) Third party QC consultants/inspectors hired by the owner, ABC or subcontractors The craft supervisors (both ABC and subcontractor) responsible for the work under review Manufacturer's representatives for building envelope components or other high risk construction assemblies

13 The goal of this meeting is to focus ABC's and subcontractor's quality efforts on preventing deficiencies rather than detecting deficiencies. The following documents will be made available at this meeting: Approved submittals, MSDS sheets, and shop drawings Manufacturer's installation instructions Applicable building codes Current contract drawings including recent RFI's and ASI's Current contract specifications Current schedule Safety hazard analysis ABC's Inspection Checklists and Inspection Report Forms ABC's project superintendent will notify all attendees of the meeting at least 48 hours in advance. Minutes of the Pre-installation meeting and inspection will be taken and distributed to all attendees by ABC. A form to document a Pre-installation meeting and inspection is included as Attachment 7.8. ABC's project superintendent or SCQS will perform the following activities before beginning work on each significant construction activity or Definable Feature of Work (DFW.) Review contract specifications Review contract drawings, shop drawings, samples and submittals Review code requirements Review manufacturer's installation instructions Review mock-up requirements, if any Establish the timing and scope for the First Work-in-Place Phase and Follow-on Phase inspections including a review of the appropriateness of the applicable inspection checklist Verify receipt of approved factory test results Check all materials and equipment are on-hand and have been tested, submitted, and approved as required Check that arrangements have been made for the required tests and inspections with the appropriate parties Ensure all preliminary work that is necessary for the work to be accomplished has been satisfactorily completed --- this is sometimes called the work ready requirement. Examine and photograph the work area to ensure that required preliminary work has been satisfactorily completed. Review site access, materials handling, and storage requirements Check all required tools and equipment are correct and available Discuss qualifications of foreman and crews, construction methods, schedule of installation, tolerances, workmanship, standards and the approach to providing quality work by preplanning and identifying potential problems, including high moisture field conditions or temperature restraints, as applicable Review safety hazard analysis Confirm required Material Safety Data Sheets (MSDS's) are available and readily accessible to work crews First Work-in-Place Meeting and Inspection A First Work-in-Place Phase meeting and inspection will be accomplished immediately prior to and at commencement of construction of a significant construction activity or Definable Feature of Work (DFW) to ensure compliance with project requirements. This First Work-in-Place meeting and inspection will be conducted by ABC's project superintendent and attended by the following individuals, as appropriate: ABC's SQCS and subcontractor's SQR Owner's representative Design professional(s) Third party QC consultants hired by the owner, ABC or subcontractors The craft supervisor (either ABC or subcontractor) responsible for the work activity under review

14 Manufacturer's representatives for building envelope components or other high risk construction assemblies ABC's project superintendent will notify all attendees of the First Work-in-Place meeting and inspection at least 48 hours in advance. Minutes of the First Work-in-Place meeting and inspection will be taken and distributed to all attendees by ABC. A form to document a First Work-in-Place meeting and inspection is included as Attachment 7.9. NOTE: For each new crew working onsite or whenever specified quality has not been met, a First Work-in-Place inspection will be repeated. ABC's project superintendent or SCQS will perform the following activities as part of the First Work-in-Place process on each significant construction activity or Definable Feature of Work (DFW.) Review the minutes from the Pre-installation meeting above with the actual installation crew to install the First Work-in-Place Examine and photograph work area to assure all preliminary work has been accomplished Check dimensions Verify that all materials are in strict compliance with construction documents, samples, submittals and shop drawings Check for use of defective or damaged materials Verify that manufacturer's installation instruction are being followed Check new work for compliance with construction documents Review and approve testing and inspection results Establish the acceptable level of workmanship Check for omissions and resolve any differences of interpretation Check safety compliance Complete the First Work-in-Place Inspection Checklist and inspection form, as applicable Follow-up Phase or Daily Inspections Follow-up phase inspections will be performed daily. These inspections will use the Inspection Checklists identified above in Section 3.4. If work is self-performed by ABC, ABC's Daily Quality Control Inspection Report form will be completed (See sample as Attachment 7.10.) Subcontractors will complete a Subcontractor's Daily Quality Control Report. (See sample as Attachment 7.11.) Inspection personnel will continually refer to the standards established in the Per-installation and First Work-in-Place Phases above when making these daily inspections/observations. Follow-up phase (Daily) inspections/observations will: Ensure work continues to conform to the construction documents Ensure quality of workmanship is maintained Ensure required tests and inspections are being performed Ensure that non-conforming or deficient work is being corrected Ensure work is taking place safely Ensure required certifications, calibrations and measurements are accurate NOTE: Additional Pre-installation and First Work-in-Place Phase inspections will be conducted on the same construction activity if: The quality of on-going work is unacceptable There are changes to personnel in the responsible third party QC consultant s organization There are changes in onsite production supervision or work crews Work on a construction activity is resumed after a substantial period of inactivity, or Other problems develop Final Follow-up inspections will be conducted by ABC's project superintendent when conducting the final acceptance walk-through with the owner, architect and consultants (See Section 3.2 above.) 3.7. One Hundred Percent (100%) Material Verification As described in prior sections above, for all significant construction activities or Definable Features of Work (DFW), ABC's SQCS, project superintendent or designee shall verify that all materials received at

15 the jobsite are in strict compliance with contract documents, samples, approved submittals and shop drawings upon delivery or as soon as possible and absolutely no later than the Pre-installation phase. Custom fabricated materials shall be verified at the earliest possible opportunities, in some cases, prior to shipment see Section 2.10 above. Of particular importance are drywall tapes, drywall joint compounds, mastics, caulking, grout, fasteners, welding supplies, and other consumable supplies. This procedure ensures that unapproved materials are not installed on your job. During Follow-up inspections/observations, ABC's SQCS should continue to verify that approved materials are being installed on your project. Unapproved material substitutions is a typical occurrence that you should be careful to prevent. It is best practice to have subcontractor's certify, in writing, to ABC that all materials they procured and delivered to your jobsite continue to conform to project requirements. This certification can be accomplished by having the subcontractor's SQR complete the Subcontractor Daily Quality Control Report Form Zero Defect Program (ZDP Goals for ABC's Zero Defects Program (ZDP) are: To complete ABC's scope of work and the work of subcontractors with a zero punchlist at the time of substantial completion of ABC's scope of work To correct outstanding non-conformances during the course of construction within seven (7) calendar days of identification, if possible, or as soon as practicable. It is ABC's desire to obtain 100% buy-in from our subcontractors as partners in implementing ABC's ZDP. In the event that the owner or architect chooses to not participate in ABC's ZDP, ABC's SQCS or project superintendent will conduct weekly quality tours regardless and publish a weekly NCR Log for ABC's work and subcontractor's work. Responsibilities of ABC's PT are: To promote ABC's ZDP To explain ABC's ZDP to the owner, designers and subcontractors To conduct a kick-off meeting with the owner, designers and subcontractors To update the NCR Log weekly To schedule and conduct weekly quality tours with the owner, designers and subcontractor representatives To be responsible for developing the initial punchlist for ABC's work, the so-called "pre-punchlist" ABC's SQCS or project superintendent will make weekly quality tours. Quality tour members will be comprised of representatives from the following organizations, as appropriate: ABC Owner Designer Team, as applicable Subcontractor Quality Representatives (SQR's) Manufacturer or vendor representatives, where appropriate After each quality tour, ABC's SQCS will issue a list of items deemed non-conforming to the project's quality standards. These weekly NCR Logs will be distributed to all parties within 48 hours of each quality tour. Each non-conforming item will be corrected within 7 calendar days after identification unless new materials need to be ordered or the disposition of the non-conforming item has not been resolved by the owner/designer. Upon completion of the corrective work, ABC's project superintendent shall advise the SQCS that the corrected work can be re-inspected, photographed and the NCR Log updated Digital Photography Requirements Photos are an integral part of each project-specific QMP. Every jobsite will be issued digital equipment to insure a photographic record of construction progress and quality related issues are accomplished. ABC requires progress photo documentation of as-built conditions during the course of construction. Although it is not practical to photograph every inspected item, ABC's policy is to provide representative photographic documentation for each Definable Feature of Work (DFW) or phase of a project. ABC's digital photograph procedure covers both conforming and non-conforming work

16 By taking photos on a frequent and regular basis and organizing them logically and labeling them accurately, a complete pictorial record can be assembled post-construction that will document that ABC's work and work by subcontractors conform to the contract documents. ABC's digital photography guidelines: Carry your camera with you at all times Take digital photos on a regular intervals, at least daily Make sure the auto date feature is turned on and that the date is accurate Be sure to shoot from several viewpoints and use the same viewpoints everyday Transfer photos to a computer on a regular basis Photos should be filed chronologically in weekly folders and a duplicate image filed in the appropriate topical folder, for example, conforming work, non-conformance item number, CSI section or subsection, etc. If possible, label your photos within 24 hours to minimize inaccurate labels If the scale of a photo will not be clear to others, include a tape measure or other object in the picture for reference Take a combination of wide-angle and close-up photos Any photo of a non-conforming or punchlist item must have a corresponding photograph of the conforming or acceptable work condition Another technique for labeling is to use a small "white board" that is included in the photograph that has a written description of the photograph Pre-cover-up and Pre-closure Inspections and Photographs This procedure uses a sign-off document and digital photographs to prove that all work that will be covered-up or enclosed is shown to comply with project requirements. Remember: "prove your innocence, not defend your guilt." ABC's SQCS or project superintendent will inspect items that will be covered-up by a following operation. ABC's SQCS or project superintendent will verify that all items are installed in accordance with the construction documents before covering up. Photographs or videos of all work to be covered-up is a mandatory requirement of ABC's SQCS or project superintendent. It is common for ABC to obtain approval from an independent third party inspector or building code official written approval prior to covering-up. This procedure applies to floors, ceilings, walls, soffits and below ground work, such as, footings, stem walls, basement walls, and below ground utilities. A sample Pre-closure Inspection Form is included as Attachment This procedure requires about a 3-day inspection/documentation time period before closure or cover-up can commence. ABC's SQCS or project superintendent or designee is responsible to implement and enforce this procedure. The procedure works this way: On day 1, the area to be enclosed or covered-up is walked by ABC's SQCS and each of the subcontractor SQR's to assess completion and conformance with project requirements. Any and all incomplete, unsatisfactory or non-conforming work is identified and photographed. On day 1 or 2, responsible parties, ABC's crews and/or subcontractors, complete all incomplete, unsatisfactory or non-conforming work. ABC's SQCS is notified by each subcontractor that their work is now in conformance with project requirements. ABC's SQCS verifies and photographs the conforming work that was corrected by ABC or subcontractors.. On day 2 or 3, ABC's SQCS walks the area with the owner, the architect, consultants and the building code compliance inspector, as appropriate, to obtain their approval. Any incomplete, unsatisfactory or non-conforming work is documented and photographed. On day 3 or later, the process in the preceding paragraph above will be repeated and owner, architect, consultant and building code compliance re-inspection will be conducted. If there is no incomplete, unsatisfactory or non-conforming work, ABC's SQCS obtains the subcontractor's SCR's signature on the Pre-closure Inspection Form (See Attachment 7.12.) After the Pre-closure Inspection Form has been signed by all parties, ABC's SQCS takes overlapping digital photographs or a video of every square foot of surface areas to covered-up or enclosed. These photographs will be filed as an attachment to the signed Pre-closure Inspection Form. After the digital photographs or videos have been taken, cover-up or enclosure work may now commence

17 3.11. Water Intrusion Prevention Pre-construction As part of the pre-construction process, the project superintendent, will review the project specific materials list and the sequence of construction. ABC will make a good faith effort to identify work practices, materials, or inadequate design that may create or expose vulnerable materials to elevated moisture conditions during and after construction. In general, the following factors may contribute to creating unsuitable conditions. These should be evaluated during this stage: Improper use of vulnerable materials that are exposed to high moisture conditions Improper or inadequate design creating high moisture conditions Improper design or construction critical building systems (i.e.; roof, exterior wall and window systems) that compromises the building envelope and allows uncontrolled moisture intrusion to occur. Improper or inadequate mechanical systems that contribute to high moisture conditions due to mechanical failures, or high relative humidity conditions Improper construction sequencing that exposes the building or vulnerable materials to high moisture conditions. A list of the potentially problematic areas, work practices, and construction materials to be considered during the pre-construction phase will be maintained by the home office and periodically updated as additional items of concern are identified. ABC will maintain a log of alternate construction materials that offer improved resistance to mold and moisture. ABC's PM may either reference this log or confer with vendors when proposing the use of alternate materials Construction Scheduling Under most circumstances, ABC is responsible for creating the construction schedule and scheduling subcontractor's activities. The development of this schedule typically is set based on work-start dates and interim and final deadlines for completion. ABC's PT should attempt to schedule work in order to prevent the building and vulnerable construction materials from being exposed to high moisture conditions during construction. Consideration must be given to the three distinct construction periods when evaluating the potential for building and vulnerable construction materials being exposed to high moisture conditions. These include: "Exposed Phase": This includes the period when all building materials are exposed to precipitation, which typically includes framing and placing of concrete. "Partially enclosed" Phase: This includes the period after the roof deck is installed but the building is not fully weathered in. Typically, many vulnerable materials are installed during this phase of construction. "Enclosed Phase": This includes the phase when the building envelope and the roofing system are complete and the interior finishes are being installed. Whenever possible, the construction schedule will be developed so that vulnerable materials are protected to the maximum extent possible and the building envelope is completed prior to the installation of any interior finishes or other vulnerable materials Inspections During Construction The project superintendent or SQCS will inspect the project site during construction and document these inspections on the daily report. The site will be inspected to assure it is being maintained in a manner to control water intrusion and to prevent mold growth. The inspection frequency will be dependent on project conditions but at a minimum should be completed every week (See Attachment 7.13 for an example of this Construction Site Checklist.) Inspections that are more frequent may be necessary during the following times: Extended periods of inclement weather Particular stages of work such as the installation of critical building envelope components ABC's project superintendent or SQCS will document the inspections on the daily report and these must be reviewed periodically and supplemented with any noteworthy project specific

18 information. This team member must identify "at risk" conditions, document any response action required to correct any deficiencies and document the date and time the inspection was completed Water Intrusion Plan and Procedure It is ABC's policy to not only undertake all precautions, but also in the event of water infiltration, to immediately remove any wet organic materials that have the potential of mold growth. The project schedule will be reviewed as to the start date of construction and the start date of interior finishes as they relate to the region's cyclical wet weather conditions and make recommendations as to the hazards associated with such schedule conditions. In low and mid-rise projects, depending upon the exterior facade materials, it may be practical to install a screening on the exterior scaffolding, which will help in the prevention of water intrusion into the building. In high-rise projects whose exterior is a form of a prefabricated panel, the schedule will be prepared so that the exterior skin can be erected in a sequence that works with the structure sequence, allowing earlier enclosure of the facade at the lower levels of the building. Pre-cast panels should be designed when practical so that windows can be pre-glazed in the panels at the yard instead of on site. Additional floor protection will be utilized at specific strategic floors at shaft openings and other slab penetrations, such as sealing openings, providing temporary dams around openings, as field conditions dictate. Providing temporary roofing, or first layer of roofing, should be installed as soon as practical. Drains must be tied in at all possible locations from the roof down through the building to drain rain water as soon as practical 4. Post-construction Quality Activities Post-construction/Turnover quality activities start shortly before construction and will be completed and continue through the warranty period established by the contract documents. 4.1 Warranty ABC's standard warranty program (1 year) provides for a single point of contact for all warranty requests. Typically, this will be ABC's PM. ABC's warranty program will log warranty call-back requests, differentiating between maintenance and warranty matters and ensuring prompt response by ABC or its subcontractors to warranty issues during the warranty period. All warranty costs will be tracked with a requirement that there will be closure to each issue. Depending on subcontract requirements, ABC may be requested to participate in an inspection of its work 11 months after the date of acceptance. 4.2 Warranty Call-backs during the Warranty Period ABC will endeavor to satisfy the warranty and post-construction issues of its customers during the contractual warranty period in accordance with the specific terms and conditions of the Owner/ABC construction contract. ABC will respond to a warranty call-backs within 72 hours, 5 days per week, and requires similar responsiveness on the part of its subcontractors. It is ABC's goal to resolve each warranty call within 30 days after receiving a warranty call-back request and requires a similar commitment on the part of all subcontractors. 4.3 Warranty Call-backs after the Warranty Period Although once the warranty period has expired and potentially responsible subcontractors and suppliers may no longer be under a contractual obligation to respond, it is nevertheless ABC's goal to try to resolve all such complaints if it is commercially feasible. Proactive customer service at this stage can be a huge company differentiator. ABC's policy is to respond to complaints that are received after the contractual warranty period has expired as follows:

19 ABC will receive the call and complete a site visit and preliminary investigation of the complaint as appropriate for the issue. There will be no charge to the owner for this site visit or preliminary investigation. ABC will provide the complaining party with a written summary of its findings, including one or more possible avenues for resolving the complaint. ABC may offer to resolve the complaint at its own cost, or discounted cost, or at market rate, depending on the facts and circumstances. ABC will not proceed with any work without written authorization from the complaining party or other potentially responsible parties. 4.4 Resulting Damage ABC will not repair any resultant damage or repairs necessitated by an incident (such as a leak in a building) regardless of whether the incident has occurred before or after the warranty has expired. The building owner may submit an insurance claim to its carrier. ABC's efforts will focus on identifying and resolving the underlying issue concerning construction. 4.5 Post-construction Documentation Quality records will be filed in an indexed, retrievable fashion. These records will become part of the project's permanent records. Record storage facilities will be such that records are protected from loss, fire, and flood. Permanent quality records include: Daily reports Inspection reports Test reports and logs Inspecting technician's certifications, as applicable As-built drawings (sometimes called record drawings) Approved submittals Quality audit reports Certifications of materials Non-conformance reports (NCR's) and records of related remedial work and acceptance Photo and video documentation Radiographic film, as applicable Required records of personnel qualifications, as applicable Results of miscellaneous tests, inspections and examinations performed by any responsible party Special process procedures, as applicable Final inspections Final system testing, as applicable Commission reports, as applicable Operation and Maintenance (O&M) Manuals Training of owner personnel Warranties Copies of City/County Inspection Cards Copies of Certificates of Occupancy from building officials

20 5. Abbreviations ABC's PT DFW NCR O&M OM PM PT QA QC QD QMP QMS QSC QMM SQCS SQR ZDP ABC's Home Office and Field Team Members Definable Feature of Work Non-conformance Report Operations & Maintenance Operations Manager Project Manager Project Team to include ABC, Owner, Architect and Consultants Quality Assurance Quality Control Quality Director Quality Management Plan Quality Management System Quality Steering Committee Quality Management Manual ABC's Site Quality Control Supervisor Subcontractor's Site Quality Representative Zero Defects Program