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 MANUAL

WORK INSTRUCTIONS

QA/QC PROCESS

HZ POLICIES

HZ QUALITY MANAGEMENT SYSTEM (QMS)

• 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

• 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

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

HZ QUALITY MANAGEMENT

REVIEWS

• ANNUAL MEETING • ANNUAL OBJECTIVES • INTERNAL AUDITS • OFFICE INITIATIVES

HZ PROCEDURES

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