Name: Mohd. Norizam Md.

Salleh Student ID:CGS00534317

ASSIGNMENT – EMPM5103

PART B

I/C No: 670703-01-6045 Part B: Page 1 of 9

Name: Mohd. Norizam Md. Salleh Student ID:CGS00534317

PART B

Question 1
Quality management is increasingly been seen as a primary project
management objective. There are six quality management concepts that
should exist to support every project.
Encik Ismail Ibrahim is a project manager for XYZ consultants. He has
been asked by his management to submit a report of the Project Quality
Management Plan (PQMP) for a proposed 40-storey Grade “A” Office
building located at Jalan Sidek, Kuala Lumpur.
Define and elaborate the “six quality management concepts” in the PQMP
of the above chosen project. [40 marks]

Answer 1
Assumption: In normal cases a PQP is prepared by the contractor (most of the
big contractor is ISO 9001:2008 certified) and approved by the consultant. The
reason is because the test plan and the inspection are strictly follows the
Malaysian/ International standards/codes or customer’s specification and
requirements in which this can easily be copied and adopted but method
statement of the works breakdown structure are prepared by the contractor.
Therefore in this case I would assume this project is a turnkey job, where the
contractor and the consultant are works as consortium.
One of the Project manager ultimate responsibilities is to deliver the project
under their supervision in a good quality. Cost and schedule management are
very important to a project success and equally important is the project quality
management. Project Quality Management shall help the project manager to
complete the project at the acceptable performance, safety and sustainability.
Six quality management concepts that should exist in a project quality
management are as follows;

• Quality Policy
• Quality Objectives
• Quality Assurances
• Quality Control
• Quality Audit
• Quality Program Plan

Ideally, these six concepts should be embedded in the company culture, inside
the company policy and lead by the top management because without the
support from the top management a project manager has a limited capacity.

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Name: Mohd. Norizam Md. Salleh Student ID:CGS00534317

Quality Policy
It is top management's expression of its intentions, direction, and aims
regarding quality of its products/construction works and their processes. This
policy is a document created by quality experts that stated the quality
objectives, the level of quality acceptable to the organisation, and the
responsibility of organisation’s member for executing the policy to ensuring
quality.
The top management support on the policy is also stated here as it is important
because the quality policy always became an instrument to measure the
organisation’s reputation and their quality image.
The quality policy must come from top management to bottom else the lower
level employer might thought it is not important and more towards cosmetic
rather one of the management objectives.
A good quality policy should cover the followings;

• Be a statement of principles stating what, not how.

• Promote consistency throughout the organisation and across projects.

• Provide an explanation to outsiders of how the organisation views quality

• Provide specific guidelines for important quality matters.

• Provide provisions for changing/updating the policy.

(Harold Kerzner, 2009)

That is why now days most company had adopted quality standard e.g.
Integrated Management System (IMS), ISO 9001:2008, ISO 14001:2004 &
OHSAS 18001:2007 Total Quality Management (TQM), Kaizen and others
quality standard into their company quality policy.

Brief of Quality policy can be found at ATTACHMENT A and the standards

used are stipulated in Topic 9, pg 21 of the PQP (Sample).

Quality Objectives

It is a part of organisation’s quality policy and consists of specific objectives and

the time frame for completing them. The quality objectives must be selected
carefully selecting the objectives that are not naturally possible can cause
frustration and disillusionment.

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Name: Mohd. Norizam Md. Salleh Student ID:CGS00534317

Good Quality Objectives should;

• Be obtainable
• Define specific goals
• Be understandable
• State specific deadlines
(Harold Kerzner, 2009)
A good quality objective should be obtainable, define specific goal,
understandable and state specific deadlines. According to the ISO 9001:2008
Standard [Clause 5.4.1], "Top management shall ensure that quality objectives,
including those needed to meet requirements for product or services, are
established at relevant levels within the organization. The quality objectives
shall be measurable and consistent with the quality policy."
One of the requirements of the ISO 9001:2008 quality standard is that the
organizations should establish and monitor quality objectives. There is no
specific requirement about how many quality objectives that the organization
must have, or what those objectives might be, this is left up to the organization
to decide.
Having only one or two quality objective is probably too less, in the other hand
having twenty is probably too many. In normal practice it is good to have
somewhere between 3 to 8 quality objectives.
In the sample PQP (attached) one of the quality objectives is to meet customer
expectation quality, sustainability and safety.
Five quality objectives in topic 2, pg 7 as stated in the PQP (sample) are
meet the objective requirement which is the objective are measurable and
understandable. Some of the scopes of works stated in topic 7 are also belong
to Quality Objectives

Quality Assurances
It is a process of evaluating the formal activities, managerial process and overall
project performance on a regular basis to ensure that the project will satisfy the
required quality standards.

Quality assurance includes all the activities related to satisfying the relevant
quality standards for a project. Another goal of quality assurance is continuous
quality improvement. Benchmarking can be used to generate ideas for quality
improvements. Quality audits in the other hand helps to identify lessons learned
that can improve performance on current or future projects. It is the quality
assurance function that tries to manage for the project scope, cost and time are
fully integrated.
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 Name: Mohd. Norizam Md. Salleh Student ID:CGS00534317

Quality assurance can be effective, if these two things are assured;

i) Project Quality plan must be sufficient to achieve the required quality
standards expected by the organization. In this regard the plan must not
only be specific and detailed listing all quality requirements and standards,
but also need to include all the steps to be taken to ensure that those
requirements and standards are met.
ii) Quality assurance (i.e. final product testing) should be independent of the
project itself (as well as the project manager). This comes down from the
project management guidelines for effective quality assurance, and builds
on a broad-based, organizational approach to standards-based product
testing.

The Project Management Institute Guide to the Body of Knowledge (PMBOK)

refers to quality assurance as the management section of quality management.
This is the area where the project manager can have the greatest impact on the
quality of his project. (Harold Kerzner, 2009)
Therefore the project manager needs to establish the management process and
procedures and necessary to observe this process closely to guide the project
to achieve customer requirements.

The process and the result of Quality Assurance shall summarise as follows;
The Input includes: Quality Management Plan, results of quality control
measurements and operational definitions.
Methods used: quality planning tools and techniques and quality audits.
Output includes: quality improvement.

Topic 11 of the PQP (sample) is the example to Quality Assurance.

Quality Control
The process of monitoring specific project results to determine if they are
comply with relevant quality standards and identifying ways to eliminate causes
of unsatisfactory performance.

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Name: Mohd. Norizam Md. Salleh Student ID:CGS00534317

Such activities include continually monitoring process, identifying and

eliminating problem cause, use of statistically process control to reduce the
variability and to increase the efficiency of the process.
Buy conducting the Quality Control it is demonstrate that the organisation’s
quality objectives are being met.

A good quality control system shall;

i) Select what to control
ii) Set standards that provide the basis for decisions regarding possible
corrective action
iii) Establish the measurement method used
iv) Compare the actual results to the quality standards
v) Act to bring nonconforming process and material back to the standard
based on the information collected.
vi) Monitor and calibrate measuring devices
vii) Include detailed documentation for all process

Overall the Quality Control shall be summarised as follows;

Input includes: work results, Quality Management Plan, operational definitions,
and checklists.
Methods used include: inspection, quality control charts, and compare to
diagrams, statistical sampling, flowcharting, Six Sigma, Pareto analysis and
trend analysis.
Output includes: quality improvements, acceptance decisions, rework,
completed checklists, and process adjustments.

Topics 8, 12, 13, 17, 18, ATTACHMENT C, D, E and F of the PQP (sample) is
the example to Quality Control.

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Name: Mohd. Norizam Md. Salleh Student ID:CGS00534317

Quality Audit

Periodic, independent, and documented examination and verification of

activities, records, processes, and other elements of a quality system to
determine their conformity with the requirements of a quality standard such as
ISO 9001 : 2008, established quality procedures and policies.

Any failure in their proper implementation may be published publicly and may
lead to a revocation of quality certification. Quality Audit is also called as
conformity assessment or quality system audit.
A good quality audit shall ensure that the followings are followed;
i) The planned quality for the project will be met.
ii) The products are safe and fir for use.
iii) All pertinent laws and regulations are followed.
iv) Data collection and distribution system are accurate and adequate.
v) Proper corrective action is taken when required.
vi) Improvement opportunities are identified.

Topic 14 in the PQP (sample) is example to Quality Control.

Quality Program Plan

Detailed document that sets forth practices and sequence of activities aimed at
translating an organization's quality policy into operational results, or
conformance to a standard such as ISO 9000 within a specified timeframe.
The quality plan shall be created by the project manager and project team
members by breaking down the project objectives into a work breakdown
structure.
The project manager than ensures that these actions are documented and
implemented in the sequence that will meet the customer’s needs and
expectations. This shall give the customer a comfort that the project manager at
the end of the day can deliver the 40-storey Grade “A” Office building as
stipulated in the contract.
A good quality plan will identify all of the organization external and internal
customers, cause the design of a process that produce the features desired by
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Name: Mohd. Norizam Md. Salleh Student ID:CGS00534317

the customers, bring in suppliers early in the process, cause the organization to
be responsive to changing customers need and prove that the process is
working and that quality goals are being met.
Project Quality Plan should be written with the objective to provide project
management with easy access to quality requirements and should have ready
availability of the procedures and standards thus mentioned.
The following list provides you the various Quality Elements that should be
included in a detailed Project Quality Plan:
• Management Responsibility. Describes the quality responsibilities of
all stakeholders.
• Documented Quality Management System. This refers to the existing
Quality Procedures that have been standardized and used within the
organization.
• Design Control. This specifies the procedures for Design Review,
Sign-Off, Design Changes and Design Waivers of requirements.
• Document Control. This defines the process to control Project
Documents at each Project Phase.
• Purchasing. This defines Quality Control and Quality Requirements for
sub-contracting any part / whole part of the project.
• Method Statement. Defines step by step how to carry out each
specified works.
• Test Plan. Procedures for Test Plan shall indicate the procedure and
the codes/standards used.
• Inspection Testing. This details the plans for Acceptance Testing and
Integration Testing.
• Nonconformance. This defines the procedures to handle any type of
nonconformance work. The procedures include defining responsibilities,
defining conditions and availability of required documentation in such
cases.
• Corrective Actions. This describes the procedures for taking
Corrective Actions for the problems encountered during project
execution.
• Quality Records. This describes the procedures for maintaining the
Quality Records (metrices, variance reports, executed checklists etc)
during project execution as well as after the project completion.
• Quality Audits. An internal audit should be planned and implemented
during each phase of the project.

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Name: Mohd. Norizam Md. Salleh Student ID:CGS00534317

• Training. This should specify any training requirements for the project
team.
• Handover project. All requirements to close up project e.g. final
inspection/testing, documentation etc.

The development of a Project Quality Plan is a team process that depends as

much on communicating information as it does on planning. The key objective is
to create a cohesive dialog and subsequently develop awareness of potential
quality issues assurance. Based on this awareness, project managers can
prepare plans and actions to counter any weaknesses or deficiencies in the
project execution, thus ensuring that all quality standards are met effectively.

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