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Mohammed El Bakri Engineering

1/1/2012

2012Achievement of Total Quality Management in a Sudanese Construction Organization

Item:

Dedication

Acknowledgement

Abstract

Table of Content

List of Figures

List of Tables

Chapter 1 Introduction

1.1 General

1.2 Research Problem

1.3 Research Objective

1.4 Research Methodology

Chapter 2 Literature Review

2.1 General

2.2 What is Total Quality Management?

2.3 Total Quality Management Theory

2.4 Definition of Total Quality Management in Construction Industry

2.5 Benchmarking

2.6 Reengineering

2.7 Partnering

2.8 Dependent Project Manager

2.9 Quality System Standards and Quality Assurance

2.10 ISO 9000 Quality System

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2.11 BSI Quality Systems

2.12 Local and International Prizes for TQM

2.13 Evolution of Modern Quality Standards

2.14 European Quality Standards

2.15 Evolution of Islamic Values and Ethics in Media, Sports & culture and the need for International Standards .

2.16 Management Responsibility

2.16.1 In Lower Management

2.16.2 In Middle Management

2.16.3 In Top Management

2.17 Summary of Chapter 2

Chapter 3 Role of Engineer as Middle Management

Chapter 4 Case Study

Chapter 5 Conclusions and Recommendations

5.1 General

5.2 Conclusions

5.3 Recommendations

References

Appendix

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1 .Introduction:

This Research explores the following questions;

-Quality in itself is a product because it has reaction on its neighboring surrounds.

-To proof that by implementing a quality system in a Sudanese organization, we can reduce the high cost of paper work; reduce project cost and time of completion.

-This will give us a prober methodology of tracking project progress.

-Management of culture in construction organization will result in reducing cost to minimum and reduce the time of completion of projects.

This research is very important because:

-It shows the role of middle managers engineers in engineering organization in general, and in construction organization in particular in taking actions.

Also their role in implementing TQM as team leaders, convincing their collages, in other department not to resist change and adopt TQM techniques.

This role enlarge these days, after the implementation of TQM become a fashion.

Their role includes:

-Taking action in reengineering period.

-Try to minimize the negative impact of reengineering.

-Give warning signs by determining areas need to be improved.

Why I choose construction organization?

Because in these organization there is no symmetrical prototype and every project is unique.

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Achievement of construction quality is not easy, because there are many participants in the construction process.

The factor affecting achievement of TQM in construction organization increased to include:

-Neighboring feedback is an important assessment point of view to complete the picture of this quality method model.

The problem facing quality programs implementation in construction organization in Sudan includes five main issues:

1 .Unclear vision in long term construction planning because there is no central ministry for construction planning.

2 .Contradiction between various organizations working in construction industry.

3 .Factor of Time:

It's important to go with the world in training field and taking action procedure.

4 .The problems of finance to construction projects.

5 .The problems of specifications used in construction industry.

The first step in implementing a quality system is doing the self-assessment.

There are various ways of doing self-assessment according to the quality system used whether BSI or ISO 9000.

The result of self-assessment is represented in this chart:

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Fig (1)

In a scale of 1000 point:

10 = % 100: Mean that this organization can start TQM and a quality system.

30 = % 300: Good organization (Quality assurance in place, next step: start continuous improvement.

50 = % 500 :Very good organization: Sustained improvement, programs and process orientation clear. Need to do improvement in performance.

70 = % 700 :Excellent organization, Improve in way of life, concentrate on employee sector, bench marking, to sustain excellent business results.

And here is an example of self-assessment result to a certain company:

PointScoreSelf-Assessment Categories

100251 .Leadership 10% 40201.1 Senior Leadership1551.2 Quality Values2501.3 Management for Quality

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2001.4 Public responsibility70102 .Information & Analysis 7

%20102.1 Scope of quality data &

information3002.2 Competitive Comparison

& bench mark2002.3 Analysis of Quality data &

information6003 .Strategic Quality Planning

6% 3503.1 Strategic Planning

Process2503.2 Quality goals & Planning

150454 .Human resource utilization 15%

20104.1 Human resource management

4004.2 Employee quality involvement

40204.3 Education & Training2504.4 Employee recognition &

performance measurement25154.5 Employee morale

140305 .Quality Assurance of products & services 14%

3505.1 Design & introduction of products & services

20105.2 Process quality control2005.3 Continuous improvement

process1505.4 Quality assessment1005.5 Documentation20105.6 Process & support service

quality20105.7 Supplier quality

18006.Quality Result 18% 9006.1 Product & services quality

result5006.2 Process, operational and

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support service quality results4006.3 Supplier quality result

30007 .Customer Satisfaction 30 %

3007.1 Determining customer requirement

5007.2 Customer relation management

2007.3 Customer service standard

1507.4 Commitment to customers

2507.5 Complaint resolution2007.6 Determining customer

satisfaction7007.7 Customer satisfaction

result7007.8 Customer satisfaction

comparison1000110Result 11%

Another self-assessment category- :

السودان جمهورية

واالمتياز للجودة الوطنى الرئاسى البرنامج

الجمهورية - رئاسة الشاملة الجودة مستشارية

خاص - قطاع واالمتياز للجودة السودان لجائزة االولى الدورة2004ديسمبر

الوسيلة ا او المئوية المعيار النسبة %10القيادة

واالستراتيجيات %8السياساتالبشرية %9الموارد

والشراكات %9الموارد %14العمليات

العمالء %20نتائجالمنشاة فى العاملين %9نتائج

المجتمع %6نتائج

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الرئيسية االداء %15نتائج

-New Excellence model: EFQM Excellence Model for Large Company, Operational and Business Unit Version.

EFQM: The European Foundation for Quality Management.

1.1 Features of Next Quality Era:

1 .Ways of benchmarking in construction different organizations (procedures, competitors, partners).

2 .Avoid or reducing negative impact on societies, result from relation between these organizations. (I.e. improve ways of contact)

3 .Open System:

Systems whether they are materialism or cultural or ethical are open system. (New to be proofed)

4 .Partnership.

5 .Dependent Project Manager.

1.2 Result from Adoption of TQM as separate islands in different organization:

1 .The rush to reach to result.

2 .Non-participation of all employees.

3 .Imitation without understanding.

4 .Spread of misconception about TQM.

5 .Fear from the new working method of TQM.

6 .Weakness of information system.

7 .Scarcity of information.

8 .Scarcity of accurate data.

9 .Unable to cope with rapid technological progress.

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Thus the role of engineer is very important in adopting TQM in construction organizations.

Tracking the personal development of the engineer is very important to differentiate between peers in positions of: Team leader, project manager, resident engineer or managers of projects.

This article will be discussed in depth in this research.

The engineer will adopt his own personal quality model. His colleagues will try to do similar model.

But when his own model, is recognized because it cannot be copied, cultural shift (change) will happened in his entire surround & reengineering begins.

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TopMiddle

Lower

Fig (2) Flow of reports in Reengineering

In reengineering:

-The flow of reports is continuous from lower and middle managers, but no action from top management.

Then the steps of implementation of TQM in construction organizations should be revised and improved .

1.3 Theory of Human Needs:

Here attention, given to workers, under the behavioral school banner, would raise worker performance.

Co-operative approaches and developments were directed to enhance the relationships between managers & workers.

The implications are that a social dimension has to be added to the managers and workers repertoire of skills, along with technical and conceptual-Human skill.

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m iddlelow ert

op

Thus the prompt is for managers to become more worker oriented.

Two management theorists considered to have developed the human relations school are Abraham Maslow and Douglas McGregor, essentially, both determined different aspects of motivation theory.

Fig (3) Maslow's Hierarchy of Human Needs

1.4 Modification to the Theory of Human Needs:

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Self Actualization

needsEsteem Needs

Social Needs

Safety Needs

Physiological Needs

Fig (4) Maslow's Hierarchy of Human Needs Update 2000 & beyond

When the engineer satisfies his social needs slow in disturbing him.

When he finishes the esteem needs period stop disturbing him?

When he finishes the self-actualization needs period, test him to determine whether to disturb him or not when he begins the social needs period again while he steps down.

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Self Actualization

needsEsteem Needs

Social Needs

Safety Needs

Physiological Needs

Old Man

Child Man

Young ManBoy

Fig (5) Human Life Cycle by Mohammed El Bakri

2 .Research Problem:

To reach to TQM in construction organization, this means that the whole industry of construction should take part in cultural shift.

Management then becomes the application of measures to ensure that, financial, human, and physical resources are planned, organized, led, controlled, and staffed effectively, or the achievement of goals through facilitating an effective process of planning, organizing, leading, controlling and staffing.

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The ideology of management in the 21th century and beyond is a philosophy.

This philosophy should have commitment from everybody in the organization before starting quality system, because once the person understood what TQM means, it becomes his way of life.

Increasing competition in most commercial sectors, leads the attention to quality in order to satisfy the requirement of consumers wants and needs.

But because of the power of authority, most middle managers and lower don’t understand clearly every step in TQM implementation, so to keep their work they stick to book instruction and stereotype modeling from other organization.

This signifies a major change in the way organization is managed. We will reach to a point of freezing where there is no continuous

improvement .

Here comes the challenge for top managers to determine how and when to start the next generation of improvement in his organization.

Employee commitment is the first step in achieving more point to change this organization from a quality oriented organization, to an excellence organization model.

Because the quality oriented organization is outward oriented, flexible in approach and practices nurtures its staffs, suppliers and customers and provide more than just a job.

In reengineering, top managers ask their middle managers to innovate and give new designs and tools to keep the rank of the organization in the market,

Here the role of middle managers becomes more and more important.

The Engineer is always middle manager, since he chooses engineering as his profession. Because engineer originate, innovate design to improve or comfort our standard of living.

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The engineer role in reengineering and cultural shift is more important than ever before in history.

Because, in Globalization the, whole world becomes, cosmic village.

The student who chooses Engineering as a career should realize that, his profession may shape the destiny of civilization yet UN porn.

The personal development journey of the engineer till he reach his position as middle manager is very important to make him realize the moral and ethical responsibilities upon him, and that he should accompany these moral when he decide to start emergence of new processes, design and systems.

Because, Human resource is the most valuable asset, in the quality organization, Tracking personal development of middle managers (engineers) is the second step in reengineering cultural shift, to confirm their commitment to the values of the organization and evaluate between them to become top managers, because there will be evacuation in top management due to resistance to change or un

commitment to the new values of the organization .

Then the role of the remaining middle managers engineers will expand every day.

These middle managers engineers will be directly responsible upon coordination between different department, supervising implementation of TQM, follow up and monitoring, besides putting policies.

In conservative society like Sudan, where the family extended, and family members divided among cities all around the world, and by cheap means of telecommunication, the conspiracy of the society oral culture become very large.

In addition to another Sudanese negative custom which is no documentation especially in construction sites, implementation of TQM in construction organization becomes a burden and a huge task.

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Considering all these circumstances, this research focus on putting conceptualization on how we can implement TQM in construction organization, identify the role of the engineer in that, as he represent middle management and has relation with all parties.

We want to proof that:

-Having a certification is just the beginning of the road to excellence.

-TQM is a continuous development process.

Fig (4)

3 .Research Objectives:

The objective of this research is to use TQM techniques in the construction organization in order to proof that there are factor affecting the achievement of TQM and by using a prober quality system tailored for every organization we can reach to the TQM.

In the 21th century understanding telecommunication theory is very important before designing a quality system to a certain construction organization.

The role of the employees in every quality system organization is very important, and the role of middle management is vital to this kind of organization.

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Management Process

Planning

Controlling

Leading and Controlling

Planning

Organization

In this research we will discuss this in depth and try to reach to a developed implementation schedule for TQM in construction organization.

Some consider cultural change and reengineering is a crises. And the management in crises times becomes more and more difficult task.

The role of engineer in such times is discussed also in this research, as he represents middle management.

4 .Research Methodology:

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Although implementation of TQM in construction organization is a limited experiment in, its place, but it has impacts in all (the neighboring societies, suppliers, competitors…etc.).

Then achievement of TQM in construction organization is becoming more and more a professional education task, need educational training beside experience that have been gained by personal development career.

The importance of tracking middle managers (engineers) personal development CV, becoming a stone brick to achieve TQM in a known construction organization.

Scientific curriculum will be used in this research and scientific theory is the domain.

In the case study, face to face meeting is the procedure of the collection of data by at least three people.

5 .Research Terminology:

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-Middle management

-Quality and quality management

-Reengineering

-Cultural shift

-Bench marking

-Partnerships

-Dependent project managers

-Implementation of TQM in construction organization

-Role of middle management engineers

-Telecommunication theory

-Scientific theory

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