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A/E DR Group
When Time & Money Matter
1
Today’s Speaker
Gary M. Prather, P.E., MS, MBA
President Architects/Engineers Dispute Resolution Group
2
Why do adults ask children what
they want to be when they grow-up?
3
We’re
looking
For
ideas!
4
Learning Objectives
Attendees should be able to:
• Define quality
• Explain why quality efforts fail
• Describe the key elements of a
sound quality program
• Implement a quality program
5
I. What Is Quality?
II. Why Do Quality Efforts Fail?
III. How Do I Implement a Quality Program?
IV. Key Quality Considerations
V. Q & A
Agenda
PQ-1
6
Polling Question
What firms are represented today?
a) Architects
b) Consulting engineers
c) Contractors/Construction managers
d) Others
7
I. What Is Quality?
• Meeting client requirements
• Meeting code requirements
• Meeting team requirements
• Meeting the standard of care
• On time, on budget
• Client perception
8
I. What Is Quality?
“When we were finishing
our house, we found we
had a little cash left over,
on account of the
plumber not knowing it.”
I. What Is Quality?
“When we were finishing our house, we found we had a little cash left over, on account of the plumber not knowing it.”
Insight into Clients’ perception of design and construction???
I. What Is Quality?
The Power of Perception
J.D. Power & Associates, premier automotive pollsters
found that the attitudes of a dealer’s receptionist, cashier and service advisor are the most important
factors in determining customer satisfaction with the
dealer and with the automobile itself.
11
I. What Is Quality?
The Power of Perception
In her book Verdict Pending Fredonia French Dot found
the principle reason for malpractice suits is not doctors
with lousy skills but patients who have been slighted or
treated abruptly, who have been hurt. Patients that don’t sue are those who have been treated with
kindness.
12
I. What Is Quality?
The Power of Perception
“Director of First Impressions”
Sign at the reception desk of an ENR Top 50 Contractor
13
Score Card
Subject Grade
Meeting client requirements ?
Meeting code requirements ?
Meeting team requirements ?
Meeting the standard of care ?
On time, on budget
?
Client Perception ?
I. What Is Quality Key Points
I. What Is Quality?
II. Why Do Quality Efforts Fail?
III. How Do I Implement a Quality Program?
IV. Key Quality Considerations
V. Q & A
Agenda
PQ-1
15
Polling Question
How would you rate your firm’s quality
efforts?
a.Poor
b.Average
c. Above average
d.Really good
16
Construction
• Never enough time and money
• Always an abundance of reasons why there is never enough time and money
17
II. Why Do Quality Efforts Fail?
• No buy in
• No money
• No time
• No execution
18
II. Why Do Quality Efforts Fail? No Buy In
• Principals
• Project managers
• Staff
• Team members
PQ-3
19
II. Why Do Quality Efforts Fail? No Buy In
Case Files
Following Management’s Lead
PQ-3
20
II. Why Do Quality Efforts Fail? No Buy In
Case Files
• Pressure to submit documents for State review
• Time trumped design quality
• Never enough time to do It right
• Never, ever enough time to do It over
PQ-3
21
Polling Question
Do you budget for quality activities on a
project-specific basis?
a) Yes
b) No
c) Quality is a home office overhead
expense
d) Don’t know
22
II. Why Do Quality Efforts Fail? No Money
• Project reviews/meetings
• Coordination reviews
• Code reviews
• Final check sets
23
No Money
Final Design Budget
Cost to
Date
Percent
Compl
Cost to
Compl
Total
Projected
Cost
Front End Documents $ 5,000 $ - 0.0% $ 5,000 $ 5,000
Civil Engineering
- Plan Views $17,000 $ - 0.0% $17,000 $ 17,000
- Elevations $12,000 $ - 0.0% $12,000 $ 12,000
- Sections $ 6,000 $ - 0.0% $ 6,000 $ 6,000
- Details $ 5,000 $ - 0.0% $ 5,000 $ 5,000
Technical
Specifications $ 6,000 $ - 0.0% $ 6,000 $ 6,000
Structural $ 5,000 $ - 0.0% $ 5,000 $ 5,000
Mech/Elect/Plmg $ 6,000 $ - 0.0% $ 6,000 $ 6,000
Site Civil $ 3,000 $ - 0.0% $ 3,000 $ 3,000
Totals $65,000 $ - 0.0% $65,000 $ 65,000
No Money
Final Design Budget Cost to Date
Percent
Compl
Cost to
Compl
Total Projected
Cost
- Plan Views $17,000 $ 8,500 50.0% $ 8,500 $ 17,000
- Elevations $12,000 $ 6,000 50.0% $ 6,000 $ 12,000
- Sections $ 6,000 $ 2,000 33.3% $ 4,000 $ 6,000
Spread Sheet Fantasy Dollars spent equal design completed?
50% Budget = 50% Design?
25
No Money
Final Design Budget
Cost to
Date
Percent
Compl
Cost to
Compl
Total
Projected
Cost
Front End Documents $ 5,000 $ - 0.0% $ 5,000 $ 5,000
Civil Engineering
- Plan Views $17,000 $ - 0.0% $17,000 $ 17,000
- Elevations $12,000 $ - 0.0% $12,000 $ 12,000
- Sections $ 6,000 $ - 0.0% $ 6,000 $ 6,000
- Details $ 5,000 $ - 0.0% $ 5,000 $ 5,000
Technical
Specifications $ 6,000 $ - 0.0% $ 6,000 $ 6,000
Structural $ 5,000 $ - 0.0% $ 5,000 $ 5,000
Mech/Elect/Plmg $ 6,000 $ - 0.0% $ 6,000 $ 6,000
Site Civil $ 3,000 $ - 0.0% $ 3,000 $ 3,000
Totals $65,000 $ - 0.0% $65,000 $ 65,000
What’s Missing?
No Money
Final Design
Cost to
Date
Percent
Compl
Cost to
Compl
Projected
Cost Budget Variance
Front End
Documents $ - 0.0% $ 5,000 $ 5,000 $ 5,000 $ -
Civil Engineering
- Plan Views($2,000) $ - 0.0% $ 15,000 $ 15,000 $ 15,000 $ -
- Elevations($2,000)
$ - 0.0% $ 10,000 $ 10,000 $ 10,000 $ -
- Sections $ - 0.0% $ 6,000 $ 6,000 $ 6,000 $ -
- Details $ - 0.0% $ 5,000 $ 5,000 $ 5,000 $ -
Technical
Specifications $ - 0.0% $ 6,000 $ 6,000 $ 6,000 $ -
- Interdisciplinary
Coordination $ - 0.0% $ 4,000 $ 4,000 $ 4,000 $ -
Structural $ - 0.0% $ 5,000 $ 5,000 $ 5,000 $ -
Mech/Elect/Plmg $ - 0.0% $ 6,000 $ 6,000 $ 6,000 $ -
Site Civil $ - 0.0% $ 3,000 $ 3,000 $ 3,000 $ -
$ - $ 65,000 $ 65,000 $ 65,000 $ -
No Money
Final Design
Cost to
Date
Percent
Compl
Cost to
Compl
Projected
Cost Budget Variance
Front End
Documents $ 4,000 75.0% $ 1,250 $ 5,250 $ 5,000 $ (250)
Civil Engineering
- Plan Views $ 7,500 40.0% $ 9,000 $ 16,500 $ 15,000 $ (1,500)
- Elevations $ 6,000 60.0% $ 4,000 $ 10,000 $ 10,000 $ -
- Sections $ 2,000 40.0% $ 3,600 $ 5,600 $ 6,000 $ 400
- Details $ 1,000 20.0% $ 4,000 $ 5,000 $ 5,000 $ -
Technical
Specifications $ 3,000 40.0% $ 3,600 $ 6,600 $ 6,000 $ (600)
- Interdisciplinary
Coordination $ - 0.0% $ 4,000 $ 4,000 $ 4,000 $ -
Structural $ 4,000 30.0% $ 3,500 $ 7,500 $ 5,000 $ (2,500)
Mech/Elect/Plmg $ 3,000 40.0% $ 3,600 $ 6,600 $ 6,000 $ (600)
Site Civil $ 1,500 50.0% $ 1,500 $ 3,000 $ 3,000 $ -
$32,000 $ 38,050 $ 70,050 $ 65,000 $ (5,050)
No Money
Final Design
Cost to
Date
Percent
Compl
Cost to
Compl
Projected
Cost Budget Variance
- Plan Views $ 7,500 40.0% $ 9,000 $ 16,500 $ 15,000 $ (1,500)
- Elevations $ 6,000 60.0% $ 4,000 $ 10,000 $ 10,000 $ -
- Sections $ 2,000 40.0% $ 3,600 $ 5,600 $ 6,000 $ 400
- Details $ 1,000 20.0% $ 4,000 $ 5,000 $ 5,000 $ -
Management Decisions
Not Spreadsheet Calculations
No Money
Final Design
Cost to
Date
Percent
Compl
Cost to
Compl Final Cost Budget Variance
Front End
Documents $ 5,000 100.0% $ - $ 5,000 $ 5,000 $ -
Civil Engineering
- Plan Views $18,000 100.0% $ - $ 18,000 $ 15,000 $ (3,000)
- Elevations $11,000 100.0% $ - $ 11,000 $ 10,000 $ (1,000)
- Sections $ 5,500 100.0% $ - $ 5,500 $ 6,000 $ 500
- Details $ 2,500 100.0% $ - $ 2,500 $ 5,000 $ 2,500
Technical
Specifications $ 7,500 100.0% $ - $ 7,500 $ 6,000 $ (1,500)
- Interdisciplinary
Coordination $ - 100.0% $ - $ - $ 4,000 $ 4,000
Structural $ 5,500 100.0% $ - $ 5,500 $ 5,000 $ (500)
Mech/Elect/Plmg $ 7,000 100.0% $ - $ 7,000 $ 6,000 $ (1,000)
Site Civil $ 2,500 100.0% $ - $ 2,500 $ 3,000 $ 500
Totals $64,500 $ - $ 64,500 $ 65,000 $ 500
Polling Question
Do your design schedules include time for
quality-related activities?
a.Yes
b.No
31
No Time
Design Review
&
Approvals
Design Review
&
Approvals
Design Bid
&
Award
No Time
Design Review
&
Approvals
Design Review
&
Approvals
Design Bid
&
Award
QA/QC TIME
No Time
Design Review
&
Approvals
Design Review
&
Approvals
Design Bid
&
Award
QA/QC TIME
Permits
Polling Question
How often do you bid a project before the
code review/building permit process is
complete?
a.Never
b.On less than 25% of projects
c. More than 25% but less than 50% of projects
d.Greater than 50% of projects
e. Almost always
35
No Time
Design
Permits
Bid & Award
Construction
Detailed QA/QC
Project Red Line
No Time
From
Design
Permits
Bid & Award
Construction
No Time for QA/QC
Quality Control To
Damage Control
Project Red Line
No Time
Quality Control Becomes Damage Control
• Excessive addenda
• Costly code-related change orders
• A flood of Requests for Information
• Project delays
• Budget overruns
38
II. Why Do Quality Efforts Fail? No Money & No Time
Case Files
Stop & Go
PQ-3
39
II. Why Do Quality Efforts Fail? No Money & Time
Case Files
• Project bid without building permit in place
• Project delay
• Differing site condition discovered
• Project delay
• No superstructure permit
• Project delay
• Costly change order
40
II. Why Do Quality Efforts Fail? No Execution
No Buy In + No Money + No Time = No Execution
41
II. Why Do Quality Efforts Fail? No Execution
No Execution = Poor Quality
42
II. Why Do Quality Efforts Fail? No Execution
“Do not put off until
tomorrow what can be
put off till day-after-
tomorrow just as well.”
43
“Strategies most often fail because they aren’t executed well. Things that are supposed to happen don’t happen. Either the organizations aren’t capable of making them happen, or the leaders of the business misjudge the challenges their companies face in the business environment or both.”
Execution
Larry Bossidy and Ram Charan
Copyright 2002
Crown Business, New York, New York
II. Why Do Quality Efforts Fail? No Execution
44
II. Why Do Quality Efforts Fail? No Execution
Case Files
The Road is Paved with Good Intentions
PQ-3
45
II. Why Do Quality Efforts Fail? No Execution
Case Files
• Firm drafts quality manual
• Quality program is met with enthusiasm
• Over time interest following quality program wanes
• Firm is sued for professional negligence
• Opposing legal counsel requests copy of quality manual during discovery
• Firm realizes there is little documentation verifying compliance with quality manual
46
II. Why Do Quality Efforts Fail? Key Points
• Commitment
• Money
• Time
• Management execution
47
I. What Is Quality?
II. Why Do Quality Efforts Fail?
III. How Do I Implement a Quality Program?
IV. Key Quality Considerations
V. Q & A
Agenda
PQ-1
48
Polling Question
Do you have a documented quality
program?
a.Yes
b.No
c. Don’t know
49
III. How Do I Implement a Quality Program? Key Quality Criteria
• Organization
• Quality program
• Design control
• Procurement
• Quality-related activities
• Document control
• Corrective action
• Quality assurance Records
• Audits
50
III. How Do I Implement a Quality Program?
Organization
• Freedom to identify quality problems
III. How Do I Implement a Quality Program?
Organization
• Freedom to identify quality problems
• Freedom to recommend and initiate solutions to
quality problems
III. How Do I Implement a Quality Program?
Organization
• Freedom to identify quality problems
• Freedom to recommend and initiate
solutions to quality problems
• Freedom to verify implementation of
quality requirements
III. How Do I Implement a Quality Program?
Organization
• Freedom to identify quality
problems
• Freedom to recommend and
initiate solutions to quality problems
• Freedom to verify implementation
of quality requirements
• Sufficient independence from the
pressures of production
III. How Do I Implement a Quality Program?
• Organization
• Quality program
• Design control
• Procurement
• Quality-related activities
• Document control
• Corrective action
• Quality assurance records
• Audits
55
III. How Do I Implement a Quality Program?
Quality Program
• The Quality Program shall consist of written
procedures and instructions describing the QA
Program.
III. How Do I Implement a Quality Program?
Quality Program
• The Quality Program shall consist of written
procedures and instructions describing the QA
Program.
• The Quality Program shall include provisions for the training of personnel.
III. How Do I Implement a Quality Program?
Quality Program
• The Quality Program shall consist of written
procedures and instructions describing the QA Program.
• The Quality Program shall include provisions for the
training of personnel.
• Provisions shall be made for management’s review
and audit of the Quality Program.
III. How Do I Implement a Quality Program? Key Quality Criteria
• Organization
• Quality program
• Design control
• Procurement
• Quality-related activities
• Document control
• Corrective action
• Quality assurance records
• Audits
59
III. How Do I Implement a Quality Program?
Design Control
• The Quality Program shall assure that the applicable
design control systems are established and
implemented.
III. How Do I Implement a Quality Program?
Design Control
• The Quality Program shall assure that the applicable
design control systems are established and
implemented.
• The design control system shall assure that code
requirements and design bases are correctly translated into specifications, drawings and other
contract documents.
III. How Do I Implement a Quality Program?
Design Control
• The design control system shall assure the adequate
review and selection of materials, parts and equipment.
III. How Do I Implement a Quality Program?
Case Files
An Open Window to Problems
III. How Do I Implement a Quality Program?
Case Files • 16 story condo
• Developer wanted operable windows
• Composite steel framing with wood
casement windows
• Mixing materials a bad thing
• Redesign to a single-source curtain wall
manufacturer
III. How Do I Implement a Quality Program?
Design Control
• The design control system shall assure the adequate
review and selection of materials, parts and equipment.
• The design control system shall address material
compatibility, accessibility for maintenance, and in
service inspection and repair.
III. How Do I Implement a Quality Program?
Design Control
• The design control system shall assure the adequate
review and selection of materials, parts and equipment.
• The design control system shall address material
compatibility, accessibility for maintenance, and in
service inspection and repair.
• The design control system shall address the control of
design coordination among participating design
organizations.
Polling Question
How would you rate your firm’s design
coordination efforts?
a.Poor
b.Average
c. Above average
d.Really good
e. Don’t know
67
III. How Do Implement a Quality Program
Coordinate, Coordinate, Coordinate
“It’s clear to project management that 90% of design fee and construction change order/cost overruns stem directly from incomplete and untimely electrical coordination information.”
III. How Do I Implement a Quality Program?
Case Files
Is There a Coordinator in the Hospital?
III. How Do I Implement a Quality Program?
Case Files • Large medical center renovation
• Poorly coordinated design documents
• Claim brought by mechanical contractor
• Settlement in excess of $300,000
Roof Collapse
Installed ductwork through I-beams
Courtesy of Rimkus Consulting, Houston Texas
71
III. How Do I Implement a Quality Program?
Design Control
• The design control system shall provide that all design
changes are subject to the same design control used in
the original design.
III. How Do I Implement a Quality Program?
Design Control
• The design control system shall provide that all design
changes are subject to the same design control used in
the original design.
• The design control system shall provide for an
independent verification of design adequacy.
III. How Do I Implement a Quality Program?
Design Control
• The design control system shall provide that all design
changes are subject to the same design control used
in the original design.
• The design control system shall provide for an
independent verification of design adequacy.
• The contract requirements shall require that sub-
consultants develop and implement the necessary
design control systems.
III. How Do I Implement a Quality Program?
• Organization
• Quality Program
• Design Control
• Procurement
• Quality-related activities
• Document control
• Corrective action
• Quality assurance records
• Audits
75
III. How Do I Implement a Quality Program?
Procurement
The Quality Program shall insure that procurement
documents include: The applicable quality requirements
The applicable code requirements
Provisions for retaining quality documents
The right to audit
III. How Do I Implement a Quality Program?
Case Files
Trust, But Verify
III. How Do I Implement a Quality Program?
Case Files • Structural design incomplete
• School district had tight schedule
• Costly changes
• Project delays
III. How Do I Implement a Quality Program?
Procurement
• The Quality Program shall insure that procurement
documents include: The applicable quality requirements
The applicable code requirements
Provisions for retaining quality documents
The right to audit
• The Quality Program shall provide for the review and
approval of procurement documents and changes
thereto.
III. How Do I Implement a Quality Program? Key Quality Criteria
• Organization
• Quality program
• Design control
• Procurement
• Quality-related activities
• Document control
• Corrective action
• Quality assurance records
• Audits
80
III. How Do I Implement a Quality Program?
Quality-Related Activities
• The Quality Program shall assure that activities
affecting quality such as procurement, construction,
testing, and inspection are described by documents,
instructions, procedures, or drawings.
III. How Do I Implement a Quality Program?
Quality-Related Activities • The Quality Program shall assure that activities
affecting quality such as procurement, construction,
testing, and inspection are described by documents, instructions, procedures, or drawings.
• The documents, instructions, procedures, and
drawings shall include appropriate quantitative and qualitative provisions for ascertaining that the
activities are accomplished in accordance with the
requirements.
How Do I Implement a Quality Program?
Quality-Related Activities
• Contract
• Project management
• Calculations
• Project meetings
• Team communications
• Coordination
• Design verification
• Construction administration
• Change orders
• Construction phase
• Budget and schedule
• Communications
• Information & decisions
III. How Do I Implement a Quality Program? Quality-Related Activities
Clearly Defined Accountabilities
Not this:
“All design calculations shall be reviewed.”
But this:
“The Project Executive shall review all design
calculations.”
III. How Do I Implement a Quality Program?
Quality-Related Activities
Focus on Activities Relating to Information and Decisions
III. How Do I Implement a Quality Program?
Information and decisions
Information and decisions drive the design-
construction process. Making timely decisions and distributing Information in ‘real time’ is critical to
managing design quality.
86
Design
Process
Skill
Desire
Information
and Decisions
Energy Tools
Materials
Place
III. How Do I Implement a Quality Program?
III. How Do I Implement a Quality Program?
Case Files
Fast Track Needs Fast Information & Decisions
III. How Do I Implement a Quality Program?
Case Files • Fast track river boat casino project
• Phased design and construction
• Need for fast exchange of information and
decisions
• General contractor contributed funds for
on-site design staff
III. How Do I Implement a Quality Program? Key Quality Criteria
• Organization
• Quality program
• Design control
• Procurement
• Quality-related activities
• Document control
• Corrective action
• Quality assurance records
• Audits
90
III. How Do I Implement a Quality Program?
Document Control
• The Quality Program shall have a control system
for those documents affecting quality.
III. How Do I Implement a Quality Program?
Document Control
• The Quality Program shall have a control system for
those documents affecting quality.
• The document control system shall assure:
Documents are reviewed for adequacy
Means exist to assure that obsolete or superseded documents
are replaced in a timely manner by updated revisions
Document changes are reviewed and approved by the same
organizations that performed the original review and approval
III. How Do I Implement a Quality Program?
Case Files
Filling in the Blanks
Bad Document Control
III. How Do I Implement a Quality Program? Key Quality Criteria
94
III. How Do I Implement a Quality Program? Key Quality Criteria
Good Document Control
95
III. How Do I Implement a Quality Program? Key Quality Criteria
• Organization
• Quality program
• Design control
• Procurement
• Quality-related activities
• Document control
• Corrective action
• Quality assurance records
• Audits
96
III. How Do I Implement a Quality Program?
Corrective Action
• The Quality Program shall describe the measures
which assure that conditions adverse to quality
are promptly identified and corrected.
PQ-7
III. How Do I Implement a Quality Program?
Corrective Action
• The Quality Program shall describe the measures
which assure that conditions adverse to quality are
promptly identified and corrected
• The Quality Program shall provide for the
determination of the causes of adverse conditions.
PQ-7
III. How Do I Implement a Quality Program?
Corrective Action
• The Quality Program shall describe the measures
which assure that conditions adverse to quality are
promptly identified and corrected
• The Quality Program shall provide for the
determination of the causes of adverse conditions.
• The Quality Program shall provide for corrective
action to prevent future occurrences.
PQ-7
III. How Do I Implement a Quality Program?
Corrective Action
• The Quality Program shall describe the measures
which assure that conditions adverse to quality are
promptly identified and corrected
• The Quality Program shall provide for the
determination of the causes of adverse conditions.
• The Quality Program shall provide for corrective
action to prevent future occurrences.
• The Quality Program shall provide for verification
that the corrective action has been taken.
PQ-7
III. How Do I Implement a Quality Program? Key Quality Criteria
• Organization
• Quality program
• Design control
• Procurement
• Quality-related activities
• Document control
• Corrective action
• Quality assurance records
• Audits
101
III. How Do I Implement a Quality Program?
Quality Assurance Records
• The Quality Program shall assure that
records pertaining to quality are
generated.
PQ-7
III. How Do I Implement a Quality Program?
Quality Assurance Records
• The Quality Program shall assure that records
pertaining to quality are generated.
• The Quality Program shall assure that quality records are maintained and retrievable.
PQ-7
III. How Do I Implement a Quality Program? Key Quality Criteria
• Organization
• Quality program
• Design control
• Procurement
• Quality-related activities
• Document control
• Corrective action
• Quality assurance records
• Audits
104
III. How Do I Implement a Quality Program?
Audits
• The Quality Program shall provide audits to verify
compliance with appropriate aspects of the Quality
Program and to determine the effectiveness of the program.
PQ-7
III. How Do I Implement a Quality Program?
Audits
• The Quality Program shall provide audits to verify
compliance with appropriate aspects of the Quality
Program and to determine the effectiveness of the program.
• External audits shall be performed on those
organizations affecting quality.
PQ-7
III. How Do I Implement a Quality Program?
Audits
• The Quality Program shall provide audits to verify
compliance with appropriate aspects of the Quality
Program and to determine the effectiveness of the program.
• External audits shall be performed on those
organizations affecting quality.
• Internal audits shall be performed on those functions
affecting quality.
PQ-7
III. How Do I Implement a Quality Program? Key Points
• Leadership
• Execute
• Document
• Verify
I. What Is Quality?
II. Why Do Quality Efforts Fail?
III. How Do I Implement a Quality Program?
IV. Key Quality Considerations
V. Q & A
Agenda
PQ-1
109
IV. Key Quality Considerations
Involve Project Managers in
Contract Negotiations
110
IV. Key Quality Considerations
• Budget
• Schedule
• Quality
• Consultant performance
• Client issues
• Client perception
• Invoicing/payment
• Action items
Conduct Regular Project Views
111
IV. Key Quality Considerations
The Devil is in the Details
PQ 8 Courtesy of Rimkus Consulting, Houston Texas
112
Moisture below
Windows
IV. Key Quality Considerations
The Devil is in the Details
Courtesy of Rimkus Consulting, Houston Texas
113
IV. Key Quality Considerations
“The difference between the almost right word and the right word is really a large matter--it's the difference between the lightning bug and the lightning.”
114
IV. Key Quality Considerations
The Limits of Email
An UCLA Study indicates that up to 93% of
communication effectiveness is determined by
nonverbal cues.
115
IV. Key Quality Considerations
Construction Estimates
• Are you a professional estimator?
• Is developing estimates the best use of your staff?
• Do you have a clue about current construction
costs?
If you answered “No” to any of these
questions, consider available alternatives.
116
IV. Key Quality Considerations
Contractor Submittal Schedule
• Require with the first pay application
• Require update with every pay application thereafter
117
IV. Key Quality Considerations
Contractor’s Submittal Review Process
• Specify requirements
• Review for information
• With first pay application
• Audit
118
IV. Key Quality Considerations
RFI Management
• Lead
• Educate
• Prioritize
• Bucket
• Take control
119
IV. Key Quality Considerations
Pre-Installation Meetings
• Critical construction activities
• Shop drawings/submittals
• Design team
• Manufacturers’ representation
• Crafts
• Document
120
IV. Key Quality Considerations
• Planning & prepare
• Go electronic
• Require the right people be present
• Use Video
• Document
Over-Manage O &M Training
121
IV. Key Quality Considerations
• Hold the contractor accountable
• Use objective acceptance criteria
• Be thorough, and final
• Punch list success can equal project success
• How you finish influences client satisfaction
Over-Manage Punch Lists
122
IV. Key Quality Considerations
• Develop a calendar
• Prepare a checklist
• Invite key players
• Execute, execute, execute
Don’t Forget Warranty-Ending Inspections
123
IV. Key Quality Considerations
• Addenda
• Change orders
• Financials
• Client satisfaction
• Client referrals, repeat business
Conduct Post Project Mortems
124
IV. Key Quality Considerations
Use Checklists
• Comprehensive
• Easy to implement
• Document ready
• Auditable
IV. Key Quality Considerations
Use Checklists
• Used by airplane pilots since 1930s
• Surgical teams benefit* Patient mortality rates cut nearly in half
Complications reduced by more than a third
* Source: Hayes, Alex B, et al. “A Surgical Safety Checklist to Reduce Morbidity and Mortality
in a Global Population.” New England Journal of Medicine 360 (2009): 491-499.
IV. Quality Considerations
$ 1
$ 10
$ 100
Source: Crosby, Philip B. Quality Without Tears. New York, NY: McGraw-Hill, 1984.
IV. Key Quality Considerations
$ 1 Prevent
$ 10
$ 100
Source: Crosby, Philip B. Quality Without Tears. New York, NY: McGraw-Hill, 1984.
IV. Key Quality Considerations
$ 1 Prevent
$ 10 Catch
$ 100
Source: Crosby, Philip B. Quality Without Tears. New York, NY: McGraw-Hill, 1984.
IV. Key Quality Considerations
$ 1 Prevent
$ 10 Catch
$ 100 Correct
Source: Crosby, Philip B. Quality Without Tears. New York, NY: McGraw-Hill, 1984.
IV. Key Quality Considerations
Execute, Execute, Execute
• QA programs must reflect day-to-day firm practices
• Put it in writing; expect to do it
• Expect to do it; document it
The Father of Modern
Corporate Management
Peter Drucker once remarked that his Clients often would, after a visit, realize:
“We already know all this stuff he told us!”
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Drucker’s reply:
“Yes, but they weren’t doing anything about it. Now perhaps they will.”
I. What Is Quality?
II. Why Do Quality Efforts Fail?
III. How Do I Implement a Quality Program?
IV. Key Quality Considerations
V. Q & A
Agenda
PQ-1
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