Quality Process in Engineering ISO 9000 and Beyond Presented by: Roxanne L. Pillar, P.E. October 2014
Good morning Introductions:
Quality Management Systems (QMS) What are they? Where do they come from? Why should I care?
Presentation Objectives Define Quality and Quality Systems Quality & ISO Standards Quality Tools Management & Planning Tools QA/QC Process HZ QMS
Quality is..... Quality is everyone s job Quality is an attitude Quality is an approach Quality is a discipline
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
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
ISO Standards
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 9004:2009 - Quality Management Systems; Guidelines for Performance ISO 10006:2003 Quality Management; Guidelines to Quality in Project Management
Baldrige Criteria Improve organizational practices Facilitate communication and sharing of Best Practices Working tool for understanding and managing organizational performance Non-prescriptive
Baldrige Criteria Leadership Strategic planning Customer focus Measurement, analysis, and knowledge management Workforce focus Operations focus Results
Six Sigma Six Sigma is a set of techniques and tools for process improvement. It was developed by Jack Welsh and Motorola in 1986. 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).
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
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
Maslow s Needs Pyramid
Maslow s Needs Pyramid
Quality Tools Flowchart/Process Mapping Check Sheet (tally sheet) Cause & Effect Diagram (Fish) Pareto Chart 80/20% variation/variables Control Chart Histogram Scatter Diagram
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
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
Quality Process Production Planning Measurement of compliance with requirements Calibration Preventive and Corrective Action Non-conforming product
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.
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
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
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
Plan, Do, Check, Act
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
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. EMAIL ORGANIZATION, RETENTION & ARCHIVING 2. OUTLOOK PUBLIC FOLDERS 3. MOVE PHONE EXTENSION 4. EMAIL 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
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
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
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
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
Quality reviews are not just for plans
For example RFQ/RFP response Bid Tabulation Proposal Quantity takeoff Scope of Work Project Work Plan Letter Project Close out Email message Employment appln Survey description Specifications Calculations Other Report Technical; expense; status
How might you go about it? Redline markups Track markups on Word document Check print stamp Checklist Review comment form
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
Quality Process Office Audits The Audit Cycle What happens during an Audit Audit reports and Audit Findings
Audit Follow Up Audit report findings and recommendations Nonconformities preventive or corrective actions Revise Office Initiatives Closure of any actions taken
Questions and Answers