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吉尔建筑有限公司，目前总部设在阿尔伯塔州，并在全国各地运营不同的建设项目。大多数建筑项目都是以住宅为主，但他们也参与了拉康贝的商业项目，其中包括喷泉轮胎、拉康贝行动小组、威尔逊殡仪馆和众多商店。
在最近的时间里，Amar Geet Jill先生认为，是时候让公司继续发展，把业务扩展到其他国家，在商业领域做更多的项目。现有的质量体系存在许多漏洞，这些漏洞允许原材料的浪费、高成本、未经培训的员工和缺乏机械。姬尔先生认为，在拓展业务之前，他希望获得质量卓越的NQI奖，这将增加企业的声誉，也将有助于改善质量管理体系和维持增长。
为了获得NQI卓越奖，重要的是要建立有效的质量管理体系，这需要系统的方法。它包括以下步骤。
Gill Construction Ltd, is currently based in Alberta state, and running different construction projects all over the state. Most of the construction projects are residential based, however they have also participated in commercial projects in Lacombe, which includes Fountain Tire, Lacombe Action Group, Wilson's Funeral Chapel and numerous shops.
In the recent time Mr. Amar Geet Jill believes that it is time for their company to move on and expand the business to other states and also do more projects in commercial sector. The current quality systems in place have many loopholes which allow the wastage of raw materials, high costs, untrained staff and lack of machinery. Mr Jill believes that before he expands the business he wants to gain NQI award for excellence in quality, which will add more to the business reputation and will also help them to improve quality management system and sustain growth.
In order to gain the NQI Excellence award it is important to have effective quality management systems in place which requires a systematic approach. It involves following steps.
Gap Analysis
A technique utilized by the managers to compare the actual performance with the potential or expected performance in order to determine the whether the goals are met or not, and if resources are used effectively. It involves two questions 'Where are we?' and 'Where do we want to be?"
Gap in actual and expected performance
With the help of Gap Analysis Report, Manager will be able to identify the problem easily, Gap analysis report shows that problem is everywhere so it's big task to cover all areas and rectify all problems to make a smooth system as per quality system. Depending on the situation, Gaps are classified into four types:
The customer-operations specification gap: the gap identified between what customers expect and what is the outcome of the operations, For- example, Customer expects a car to give service after 15000km, but the operations specification states 10,000,
At Gill Construction, customer expects the project to be completed in 3 months time, but company specifies 4 months time, same can be the concern for the costs.
The concept-specification gap: the gap identified between the concept and the operations specification of a product or a service. For-example, keeping the costs low for the customer but use of low quality material to keep the costs low has compromised the quality.
The quality specification-actual gap: When there is a gap between, quality specified by the organisation and the actual outcome of the operations. For-example: the specified standard was that the wall will be built using concrete blocks and mortar, but due to certain reason it was built using brick and mortar. In another case, it was specified that the wall will be at 90 degree straight but due to human error, it is not a straight wall but a slightly tilt.
The actual quality- communicated image gap: The gap between, the image marketed, or communicated to the customer and the actual quality of the product or service. For-example it was advertised that the workers at Gill Construction are highly skilled and trained, and latest technology is used however that is now the case.
The gap analysis report generated for a newly built house, which has 5-bedrooms with attached toilets, a sitting lounge, dining room, kitchen, and 2 car garage:
A very significant gap was noticed in the report between the actual resources utilized and the expected resources.
The gaps identified under each type, can lead to poor and perceived quality, and hence it is the responsibility organisation to eliminate these gaps, and come as close to the specified quality and as they.
Degree of Change:
In order to close the gaps, and meet the quality standard, a companywide change is required. The planned change is a continuum ranging from incremental changes, which involves the improvement in the processes and operations to a limited dimension to fundamental changes that involves the complete redesigning of its operations. Incremental changes involve the changes to decision-making process of the organisation, which exist between the business strategy and culture.
Employee Participation:
Employee Participation is very important to improve the quality. Managers need to encourage workers to take responsibility for the quality they provide, and meets the customer's expectations. Employees are the internal customers for the organisation, who receives the product of service by their supplier.
Before planning and implementing a companywide change, it is important to get their employees on board. There suggestions are very important to the management. It is in human nature that it is always afraid of uncertainty, something which is unknown and un seen. It is the job of managers to manage this uncertainty. They need to involve the employees in decision making process and take their suggestions, this increases their confidence level and motivates. If the organisation is going to get new cement mixers, then first they need to train the staff in order to operate that mixer. It is important that work-force needed to be trained to operate the new machinery so that the specified quality standard can be achieved.
Resource Requirements:
Following resources and tools are required to implement the new quality improvement plan.
Technology - In today's modern age, technology sector is growing rapidly, and everyday new machinery is invented for human comfort. If Gill Constructions, wants to improve their work build quality and speed up the construction process they need to utilize the new technology. In current process, mortar was prepared using the large mixer. This mixer was operated using the belt connected to the truck shaft, which was used to transport the mixer. This was adding an extra fuel cost. They had to use the same mixer for smaller projects. A new mixer is available in the market, which is small and portable and easily fit in the back of minivan. It also has a small generator attached to it, to power it up.
Worker were using the old water-bubble scale to align walls and doors straight and levelled,. However they are not always correct. A new digital scale is required for this purpose.
Training and Development - It is seen that most of the work-force is from Indian Punjab, hence not very skilled and qualified to operate the new machine. In the previous construction projects, it was seen that accident rate was very high, which was also adding extra cost to the organisation. With old bigger, mixer, there was no cover to the belt connected to shaft of the truck and mixer, and many workers, got their hands stuck in their, which caused the injuries. It was also noticed that they were working without any protective gear e.g safety helmet, masks, gloves. Hence they need to be aware of health and safety hazards at work place. They also need to be trained to operate the new machinery.
Transportation - In the previous projects, the cost was very high due to high waste material. This was due to the over stock of the material. They were ordering material which was more than required. In order to lower the costs they need to utilize the idea of JIT ( just in time ) . This means that material should be stocked just when it is needed. For this approach to be effective, they need to have a good transportation system and good relationship with the supplier. They need to check with the supplier to provide the material when it is needed, they also need to negotiate the on the quick transportation of the material as well.
Quality System - Quality Systems will be in place to ensure that quality objectives are met. The first step in this system is to identify what our customers want. At Gill's Construction, customer satisfaction is very important. Customer expects the work to be done and time, and the build quality should be strong and, reliable and durable. The next step is to identify the service or product which responds to the customer's need. They need to develop processes which will respond to that need. They need to give a quality and reliable build to the customers.
Quality Circle: These are a group of worker or employees who work together to improve the quality and give solution to the problem. Quality Circle will be formed in order to help workers participate in the improvement process. For-example, workers can suggest the amount or type of material required. Depending on their experience they can also suggest what type of paint can be used. |
