Our quality assurance (QA) program is a valuable asset to the entire organization. Not only can a formal QA program improve construction quality and reduce rework, but it can also improve customer satisfaction and serve as a valuable marketing tool. There is a difference between QA and quality control (QC), and this section discusses the costs and benefits of developing and implementing an effective QA program.
QA is a broad term that refers to the development and application of procedures to ensure that a product or service meets the customer’s needs and expectations. In electrical construction, the customer’s needs and expectations are defined by the project contract documents, which include the plans and specifications. QA is concerned with ensuring compliance with the contract documents through the systematic planning, monitoring and control of the construction process. The objective of QA is to make sure that work is completed in compliance with the contract documents and costly rework to correct deficiencies. West Electric Group starts this process at the beginning of every project and documents every step to assure full compliance is being maintained.
QA versus QC
The terms “QA” and “QC” are often used interchangeably, but they are not the same. QC is concerned with checking to see that the completed work is in compliance with the project requirements. The final “punchlist” on a project is an example of a QC activity. QC focuses on identifying and correcting deviations from the project requirements once the work is in place. QC is a very expensive way to correct quality problems that could be avoided by implementing an effective QA program.
QA, on the other hand, is about ensuring that the customer’s needs and expectations are met through advance planning. Simply stated, QA is proactive with regard to project quality, whereas QC is reactive. Inspection neither improves nor guarantees quality. You can’t inspect quality into the completed electrical installation. Quality must be built in throughout the process.
Why is a QA program needed?
A successful project is one that is completed in accordance with the contract documents, on schedule, and within budget. West Electric Group needs a QA program to ensure that the completed project meets the customer’s requirements as stated in the contract documents. A QA program will improve quality and help prevent problems caused by oversight and lack of attention to detail.
Our management team conveys its dedication to quality and customer satisfaction through both its words and actions. However, on many projects today, West Electric Group is being required to provide a written QA program by the owner as part of the pre-qualification process or prior to start of work.
Key processes to be documented
Key processes that directly impact construction quality that are documented by the West Electric Groups QA program include the following:
• Design Management for Design/Build Projects
• Document Control • Procurement and Materials Management
• Tool and Equipment Management
• Construction Process Planning and Management
• Safety and Accident Prevention
• Inspection, Testing, and Start-up Procedures
In addition to these construction processes, business processes that impact the quality of our customer’s service will also be documented. For example, our customers billing process can have a direct impact on customer satisfaction if invoices are incorrect.
Management commitment is a must
The QA program’s success depends on upper management’s support. Upper management strongly supports the development and implementation of our QA program in both words and actions. An effective QA program requires the dedication of time and money as well as personal support and encouragement. Without a genuine commitment by upper management, the QA program will fail.
Initial and ongoing employee QA training
The QA program will not be successful without the involvement of all of the firm’s employees. These employees, regardless of their level, must be made solely responsible for the quality of their own work. Along with this responsibility must come empowerment, which gives employees the authority to do what is necessary to ensure the quality of their work. Without employee participation, QA will regress to QC, with management unsuccessfully attempting to inspect quality into the finished work.
QA program is an investment
An effective QA program’s benefits should far outweigh its costs. In fact, the cost of developing and implementing the QA program is viewed as an investment in the firm’s future. Benefits from the successful implementation of our QA program includes improved employee morale, greater productivity, less rework, avoidance of claims, and satisfied customers. Individually, these benefits may be difficult, if not impossible, to quantify on individual projects.