Course Name:

QUALITY MANAGEMENT
 •What is Quality ?

•What is Management?
BASIC MANAGEMENT CONCEPTS
1.1 INTRODUCTION
• When did management start?
– when human being started group activities for the
attainment of some common objectives.

Group
Objective activity Management

3
BASIC MANAGEMENT CONCEPTS…
• Why do we need management?
– To utilize the scarce resources like men, materials,
machines, money etc.
– For profit maximization or continuous growth and
survival.
• No enterprise can enjoy a successful existence
and survival without a competent
management.

4
 BASIC MANAGEMENT CONCEPTS…
• Some mottos about the importance of
management:
– The slow rate of economic growth of under
developed countries is due to the poor
management.
– There are no under developed countries, there
are under managed countries.
– The low rate of economic growth of under
developed countries is not due to the dearth of
capital, but it is due to the dearth of the
management. 5
•What is Quality ?
 DEFINING QUALITY
Perfection Fast delivery

Providing a good, usable product

Eliminating waste Fitness for use

Consistency Doing it right the first time

Delighting or pleasing customers

Total customer service and satisfaction

Compliance with policies and procedures
Quality management has matured…

Quality planning

Quality assurance

Quality control
 Total quality management
• TQM says “Responsibility of Quality must be shared”
– Top management
– Design:
– technology
– Procurement:
– contract mgmt.
– Production/operations/inspectors
– Quality assurance
– Packaging and shipping: delivery
– Marketing and sales
– Customer service
 Traditional quality management
• Focus on short term profits, stock price
• No clear strategic position in target sectors (poor
competitive positioning)
• Clamping down on cost while tolerating high
levels of waste
• Take-or-leave-it attitude to customers
• Buying at low price
• Managers are troubleshooters.
 Concept of Quality in Construction
Project:
• Quality of any structures are essentially required for the
proper functioning and durability of a structure.
• It is a measure of proper utility of owner’s money.
• Also it gives satisfaction to the owner or the user.
• A quality structure such as highway is a good facility to
the users for long time.
• Contrary, a dam of poor quality may be serious hazard to
the public and property when it suddenly fails.
• Similar type of situation may be created if a structure is
not constructed according to certain standards of quality.
 Effect of quality
• It is clear that if the architectural and civil
engineering structures are not of required
quality, it will affect the user in terms of cost,
comfort and safety.
• Badly constructed structures may be
hazardous to public and property such as the
failure of a dam and a multi- storied building.
Example1-Damage to a Building
 Example2-Collapsed portion of the
reinforced concrete Hospital in Mexico City
Example-3 Failure of a Retaining wall
Case 1B: Yes, it's a 12 story building in China
lying on the ground (27 June 2009).
If the buildings were closer together it would have
resulted in a domino effect.
Case 2B: Building under construction in Wollaita,
2004 Eth. Cal.!
The collapsed building, 2004 Eth. Cal.
What happened? Why? Who losses?.....
Case 3B: Retaining wall failure in Dessie, 2010!
Case 4B: A cantilever slab failue in Adama, 2010.
Case 5B: Beam failure in a PFSA store, Addis Ababa, 2010.
Case 6B: Road eroded by flood & its way of Traffic Flow
at Dilb – Densa Road Project (North Wollo)
Electric Pole at the Center of the Road along
Merawi- Dejen Road Project.
 Quality – What Is It?
• Quality – What Is It?
• “The degree of excellence of a thing”-
(Webster’s Dictionary)
• “The totality of features and characteristics
that satisfy needs” (American Society for
Quality Control – ASQ)
• Fitness for consumer use – meets or exceeds
customer expectations
 QUALITY-2
“Quality” is defined as meeting the requirements
of the owner, design professional, and constructor
as specified by contract, while complying with
laws, codes, standards, regulatory rules, and other
matters of public policy.
• Quality is the ability of a product or service to
consistently meet or exceed customer
expectations.
 Quality-3
• Quality is defined as 'fitness to purpose', i.e. in
terms of Construction it is providing a building
which provides an appropriate space and quality
for the purpose for which it is intended as per
codes and standards for comfortable living.
• The price to be paid for a building is a reflection
of the expectations of quality
– A cheaper building probably uses inferior materials
and is likely to be less attractive and less durable.
 Quality-4

• In case the standard specifications not available

or applicable, samples approved by the
competent authority or engineer-in-charge or
project manager or owner or user will be the
quality model.
• All other items are to be produced as the model
approved.
 Quality-5
• The term quality is not defined in absolute terms.
• It is defined in relative term and is likely to be
improved as per the advanced technology and as
per the requirements.
• To understand it, a rural road has specifications
much different than those established for national
highways.
• Similarly, quality standards fixed for a hospital are
quite different from those for warehouse.
 Dimensions of Quality
• Performance - characteristics of the product or service
• Aesthetics - appearance, feel,
• Special features - extra characteristics for aesthetic and
strength
• Conformance – standards , codes , specifications , drawings
and other relevant documents for better quality and
ultimately customer’s expectations
• Safety - risk of injury, hazards, aggressive environment,
uncertainties
• Reliability - consistency of performance
• Durability - useful life of the product or service in the existing
environment
• Perception - reputation
• Service after the sale – maintenance during a compromised
period, say one or two years for customer satisfaction
 Factors influencing Quality of
construction include
• Owner- Technical or non-technical, having clear vision
about his project
• Planner- his practical experience, skill or knowledge and
interest in work
• Designer-Architect, structural designer and geotechnical
engineer etc.
• Specification writer-his practical experience with different
type of projects, legal matters and skill to include every
thing possible
• Team of engineers and managers on the construction
project
• Contractor- experience of his main workers in different
types of construction projects, facilities for construction
such equipment, financial position and reputation in
quality
 Cont.
• Standards , codes, specifications adopted
• Construction Materials
• Activities adopted in construction
• Skill and experience of workers
• Environmental factors
• Timely Availability of funds for construction works
• Timely payments to the contractors
• Incentive to the workers
• Effective application of Quality assurance and Quality
control systems