CE-425 Modern Aspects of Construction 8/10/2021

Project Management

CE-425 Modern Aspects of Construction

Project Management

Quality Management

Presenter:
NED University
Farrukh Arif, Ph.D.
Associate Professor
Department of Civil Engineering
NED University of Engineering and Technology
Karachi, Pakistan

Lecture Outline
• What is Quality?
• The Total Quality Approach
• Two Views of Quality
• Elements of Total Quality
• The Deming Cycle
• Juran’s Contributions
• Crosby’s Contributions
• Total Quality Efforts Succeed
• Six-Sigma Concept
• The Future of Quality Management

© Dr. Farrukh Arif 1

CE-425 Modern Aspects of Construction 8/10/2021
Project Management

What is Quality? (1)

 FEDEX - “Performance to the standard expected by the customer”
 General Services Administration - “Meeting the customer’s need the first
time and every time”
 BOEING - “Providing customers with products and services that consistently
meet their needs and expectations.
 US Department of Defense - “Doing the right thing right the first time, always
striving for improvement, and always satisfying the customer”.
 Quality can be defined in terms of the agent. Who is the judge of quality?

What is Quality? (2)

 Quality involves meeting or exceeding customer expectations.
 Quality applies to products, services, people, processes, and environments.
 Quality is an ever-changing state (i.e., what is considered quality today may
not be good enough to be considered quality tomorrow).

Quality is a dynamic state associated with products, services, people,

processes and environments that meets or exceeds expectations.

© Dr. Farrukh Arif 2

CE-425 Modern Aspects of Construction 8/10/2021
Project Management

The Total Quality Approach (1)

 Total quality is an approach to
doing business that attempts to
maximize the competitiveness
of an organization through the
continual improvement of the
quality of its products, services, Customer focus
people, processes and
environments.

The Total Quality Approach (2)

 Characteristics of the Total Quality:
o Strategically based
o Customer focus (internal and external)
o Obsession with quality Customer focus
o Scientific approach to decision making and problem solving
o Long-term commitment
o Teamwork
o Continual process improvement
o Education and training
o Freedom through control
o Unity of purpose
o Employee involvement and empowerment

© Dr. Farrukh Arif 3