Brooklyn Academy

Quality Management Course

Presented By

Eng. Khaled Aboulata

Deputy Audit Director

Orascom Construction Industries
[email protected]

Orientation

 Name

 Education

 Title

www.BrooklynAcademy.net 1
 Instructor’s Biography

 Academic
1. Bachelor of Science in Civil Engineering
2. Diploma in Engineering Survey
3. Diploma in Total Quality Management
4. Master of Business Administration in Quality Management
5. Master of Science in Construction Management

 Professional
1. Lead Auditor of ISO 9001:2008
2. Lead Auditor of ISO 14001:2004
3. Lean Six Sigma Black Belt
4. Six Sigma Master Black Belt
5. Project Management Professional
6. Risk Management Professional

Ground Rules

 Attendance & Interaction

 Concentration

 Mobile Silence

 Questions are welcomed

 No side discussion

 No debate

www.BrooklynAcademy.net 2
 Course Overview

 12 Lectures, 3 Hours Each

 Every week

 From 6 PM to 9 PM

 Two Sessions
 20 minutes Break
 Workshops & Presentations

 Final Exam at lecture 12

Course Contents

1. Introduction

2. Quality Principles

3. Quality Management System Requirements

4. Quality Tools

5. Quality Cost

6. Service Quality Model

7. Advanced Topics in Quality Management

3
www.BrooklynAcademy.net
 Which One Has Better Quality?

1 2

What is Quality?

 Quality is: “Fulfillment of requirements”

 Requirements include:

 Price

 Function

 Level of Service

 Time

 Location

www.BrooklynAcademy.net 4
 Quality History

 Industrial revolution in Europe in the 18th century

 World War II in 1945

 TQM began in USA around 1980

 In response to challenges from Japanese companies.

Evolution of Quality Management

Inspection
 Detection of defects and identification of the
sources of non-conformance
Quality Control
 Monitor and improve the conformance of
products, processes or services
Quality Assurance
 “Planned and systematic” actions necessary to
assure that a product or service will satisfy the
specified requirements

www.BrooklynAcademy.net 5
 Total Quality Management

 Management system for a customer focused

organization that involves all employees in

continuous improvement of all aspects of the
organization to establish a customer’s goodwill and
value-for-money reputation.

Quality Management

TQM

QA

QC

Inspection

www.BrooklynAcademy.net 6
 Quality Management Principles

1. Customer focus
2. Leadership
3. Involvement of people
4. Process approach
5. System approach to management
6. Continual improvement
7. Factual approach to decision making
8. Mutually beneficial supplier relationships

1. Customer focus

1. Identify customer

 Internal

 External

2. Understand customer needs and expectations

3. Measure customer satisfaction and acting on

results,

www.BrooklynAcademy.net 7
 2. Leadership

1. Establishing a clear view of organization’s future,

2. Providing the required resources and freedom to act

(Delegating Authorities)

3. Setting challenging goals and targets.

4. Being proactive and leading by example,

5. Building trust and eliminating fear,

3. Involvement of people

1. Involvement of people in decision making process

2. Seeking opportunities to enhance people

competencies,

3. Sharing knowledge and experience in teams and

groups,

4. Deriving satisfaction from their work,

5. Being proud to be part of the organization.

www.BrooklynAcademy.net 8
 4. Process approach

Controls

Input Process Output

1. Defining the process with clear responsibility,

2. Identifying & measuring inputs and outputs,

3. Identifying the processes interface,

4. Evaluating possible risks & controls.

5. System approach to management

1. Understanding the interdependencies among the

processes of the system,

2. Considering resource constraints prior to action.

3. Structuring the system to achieve objectives in the

most efficient way,

4. Continually improving the system through

measurement and evaluation

www.BrooklynAcademy.net 9
 6. Continual improvement

1. Continual improvement of products, processes and

systems,

2. Using periodic assessments against established criteria

of excellence to identify areas for potential improvement,

3. Promoting prevention based activities,

4. Providing training on methods of continual

improvement

7. Factual approach to decision making

1. Taking measurements and collecting data,

2. Ensuring data are sufficiently accurate,

3. Analyzing data using valid methods,

4. Understanding the value of appropriate statistical

techniques,

5. Making decisions and taking action based on the

results of logical analysis balance with experience.

www.BrooklynAcademy.net 10
8. Mutually beneficial supplier relationships

1. Identifying and selecting key suppliers,

2. Balance short-term gains with long-term

considerations,

3. Sharing information and future plans,

4. Initiating joint development and improvement,

5. Recognizing supplier improvements and

achievements.

References

 Juran Quality Handbook

 Certified Quality Engineer Handbook

 ISO 9001:2008

 Improving Service Quality

 Six Sigma Handbook

 Lean Manufacturing Principles

www.BrooklynAcademy.net 11