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Total quality management: three case studies from around the world

With organisations to run and big orders to fill, it’s easy to see how some ceos inadvertently sacrifice quality for quantity. by integrating a system of total quality management it’s possible to have both.

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There are few boardrooms in the world whose inhabitants don’t salivate at the thought of engaging in a little aggressive expansion. After all, there’s little room in a contemporary, fast-paced business environment for any firm whose leaders don’t subscribe to ambitions of bigger factories, healthier accounts and stronger turnarounds. Yet too often such tales of excess go hand-in-hand with complaints of a severe drop in quality.

Food and entertainment markets are riddled with cautionary tales, but service sectors such as health and education aren’t immune to the disappointing by-products of unsustainable growth either. As always, the first steps in avoiding a catastrophic forsaking of quality begins with good management.

There are plenty of methods and models geared at managing the quality of a particular company’s goods or services. Yet very few of those models take into consideration the widely held belief that any company is only as strong as its weakest link. With that in mind, management consultant William Deming developed an entirely new set of methods with which to address quality.

Deming, whose managerial work revolutionised the titanic Japanese manufacturing industry, perceived quality management to be more of a philosophy than anything else. Top-to-bottom improvement, he reckoned, required uninterrupted participation of all key employees and stakeholders. Thus, the total quality management (TQM) approach was born.

All in Similar to the Six Sigma improvement process, TQM ensures long-term success by enforcing all-encompassing internal guidelines and process standards to reduce errors. By way of serious, in-depth auditing – as well as some well-orchestrated soul-searching – TQM ensures firms meet stakeholder needs and expectations efficiently and effectively, without forsaking ethical values.

By opting to reframe the way employees think about the company’s goals and processes, TQM allows CEOs to make sure certain things are done right from day one. According to Teresa Whitacre, of international consulting firm ASQ , proper quality management also boosts a company’s profitability.

“Total quality management allows the company to look at their management system as a whole entity — not just an output of the quality department,” she says. “Total quality means the organisation looks at all inputs, human resources, engineering, production, service, distribution, sales, finance, all functions, and their impact on the quality of all products or services of the organisation. TQM can improve a company’s processes and bottom line.”

Embracing the entire process sees companies strive to improve in several core areas, including: customer focus, total employee involvement, process-centred thinking, systematic approaches, good communication and leadership and integrated systems. Yet Whitacre is quick to point out that companies stand to gain very little from TQM unless they’re willing to go all-in.

“Companies need to consider the inputs of each department and determine which inputs relate to its governance system. Then, the company needs to look at the same inputs and determine if those inputs are yielding the desired results,” she says. “For example, ISO 9001 requires management reviews occur at least annually. Aside from minimum standard requirements, the company is free to review what they feel is best for them. While implementing TQM, they can add to their management review the most critical metrics for their business, such as customer complaints, returns, cost of products, and more.”

The customer knows best: AtlantiCare TQM isn’t an easy management strategy to introduce into a business; in fact, many attempts tend to fall flat. More often than not, it’s because firms maintain natural barriers to full involvement. Middle managers, for example, tend to complain their authority is being challenged when boots on the ground are encouraged to speak up in the early stages of TQM. Yet in a culture of constant quality enhancement, the views of any given workforce are invaluable.

AtlantiCare in numbers

5,000 Employees

$280m Profits before quality improvement strategy was implemented

$650m Profits after quality improvement strategy

One firm that’s proven the merit of TQM is New Jersey-based healthcare provider AtlantiCare . Managing 5,000 employees at 25 locations, AtlantiCare is a serious business that’s boasted a respectable turnaround for nearly two decades. Yet in order to increase that margin further still, managers wanted to implement improvements across the board. Because patient satisfaction is the single-most important aspect of the healthcare industry, engaging in a renewed campaign of TQM proved a natural fit. The firm chose to adopt a ‘plan-do-check-act’ cycle, revealing gaps in staff communication – which subsequently meant longer patient waiting times and more complaints. To tackle this, managers explored a sideways method of internal communications. Instead of information trickling down from top-to-bottom, all of the company’s employees were given freedom to provide vital feedback at each and every level.

AtlantiCare decided to ensure all new employees understood this quality culture from the onset. At orientation, staff now receive a crash course in the company’s performance excellence framework – a management system that organises the firm’s processes into five key areas: quality, customer service, people and workplace, growth and financial performance. As employees rise through the ranks, this emphasis on improvement follows, so managers can operate within the company’s tight-loose-tight process management style.

After creating benchmark goals for employees to achieve at all levels – including better engagement at the point of delivery, increasing clinical communication and identifying and prioritising service opportunities – AtlantiCare was able to thrive. The number of repeat customers at the firm tripled, and its market share hit a six-year high. Profits unsurprisingly followed. The firm’s revenues shot up from $280m to $650m after implementing the quality improvement strategies, and the number of patients being serviced dwarfed state numbers.

Hitting the right notes: Santa Cruz Guitar Co For companies further removed from the long-term satisfaction of customers, it’s easier to let quality control slide. Yet there are plenty of ways in which growing manufacturers can pursue both quality and sales volumes simultaneously. Artisan instrument makers the Santa Cruz Guitar Co (SCGC) prove a salient example. Although the California-based company is still a small-scale manufacturing operation, SCGC has grown in recent years from a basement operation to a serious business.

SCGC in numbers

14 Craftsmen employed by SCGC

800 Custom guitars produced each year

Owner Dan Roberts now employs 14 expert craftsmen, who create over 800 custom guitars each year. In order to ensure the continued quality of his instruments, Roberts has created an environment that improves with each sale. To keep things efficient (as TQM must), the shop floor is divided into six workstations in which guitars are partially assembled and then moved to the next station. Each bench is manned by a senior craftsman, and no guitar leaves that builder’s station until he is 100 percent happy with its quality. This product quality is akin to a traditional assembly line; however, unlike a traditional, top-to-bottom factory, Roberts is intimately involved in all phases of instrument construction.

Utilising this doting method of quality management, it’s difficult to see how customers wouldn’t be satisfied with the artists’ work. Yet even if there were issues, Roberts and other senior management also spend much of their days personally answering web queries about the instruments. According to the managers, customers tend to be pleasantly surprised to find the company’s senior leaders are the ones answering their technical questions and concerns. While Roberts has no intentions of taking his manufacturing company to industrial heights, the quality of his instruments and high levels of customer satisfaction speak for themselves; the company currently boasts one lengthy backlog of orders.

A quality education: Ramaiah Institute of Management Studies Although it may appear easier to find success with TQM at a boutique-sized endeavour, the philosophy’s principles hold true in virtually every sector. Educational institutions, for example, have utilised quality management in much the same way – albeit to tackle decidedly different problems.

The global financial crisis hit higher education harder than many might have expected, and nowhere have the odds stacked higher than in India. The nation plays home to one of the world’s fastest-growing markets for business education. Yet over recent years, the relevance of business education in India has come into question. A report by one recruiter recently asserted just one in four Indian MBAs were adequately prepared for the business world.

RIMS in numbers

9% Increase in test scores post total quality management strategy

22% Increase in number of recruiters hiring from the school

20,000 Increase in the salary offered to graduates

50,000 Rise in placement revenue

At the Ramaiah Institute of Management Studies (RIMS) in Bangalore, recruiters and accreditation bodies specifically called into question the quality of students’ educations. Although the relatively small school has always struggled to compete with India’s renowned Xavier Labour Research Institute, the faculty finally began to notice clear hindrances in the success of graduates. The RIMS board decided it was time for a serious reassessment of quality management.

The school nominated Chief Academic Advisor Dr Krishnamurthy to head a volunteer team that would audit, analyse and implement process changes that would improve quality throughout (all in a particularly academic fashion). The team was tasked with looking at three key dimensions: assurance of learning, research and productivity, and quality of placements. Each member underwent extensive training to learn about action plans, quality auditing skills and continuous improvement tools – such as the ‘plan-do-study-act’ cycle.

Once faculty members were trained, the team’s first task was to identify the school’s key stakeholders, processes and their importance at the institute. Unsurprisingly, the most vital processes were identified as student intake, research, knowledge dissemination, outcomes evaluation and recruiter acceptance. From there, Krishnamurthy’s team used a fishbone diagram to help identify potential root causes of the issues plaguing these vital processes. To illustrate just how bad things were at the school, the team selected control groups and administered domain-based knowledge tests.

The deficits were disappointing. A RIMS students’ knowledge base was rated at just 36 percent, while students at Harvard rated 95 percent. Likewise, students’ critical thinking abilities rated nine percent, versus 93 percent at MIT. Worse yet, the mean salaries of graduating students averaged $36,000, versus $150,000 for students from Kellogg. Krishnamurthy’s team had their work cut out.

To tackle these issues, Krishnamurthy created an employability team, developed strategic architecture and designed pilot studies to improve the school’s curriculum and make it more competitive. In order to do so, he needed absolutely every employee and student on board – and there was some resistance at the onset. Yet the educator asserted it didn’t actually take long to convince the school’s stakeholders the changes were extremely beneficial.

“Once students started seeing the results, buy-in became complete and unconditional,” he says. Acceptance was also achieved by maintaining clearer levels of communication with stakeholders. The school actually started to provide shareholders with detailed plans and projections. Then, it proceeded with a variety of new methods, such as incorporating case studies into the curriculum, which increased general test scores by almost 10 percent. Administrators also introduced a mandate saying students must be certified in English by the British Council – increasing scores from 42 percent to 51 percent.

By improving those test scores, the perceived quality of RIMS skyrocketed. The number of top 100 businesses recruiting from the school shot up by 22 percent, while the average salary offers graduates were receiving increased by $20,000. Placement revenue rose by an impressive $50,000, and RIMS has since skyrocketed up domestic and international education tables.

No matter the business, total quality management can and will work. Yet this philosophical take on quality control will only impact firms that are in it for the long haul. Every employee must be in tune with the company’s ideologies and desires to improve, and customer satisfaction must reign supreme.

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Home » Management Case Studies » Case Study: Quality Management System at Coca Cola Company

Case Study: Quality Management System at Coca Cola Company

Coca Cola’s history can be traced back to a man called Asa Candler, who bought a specific formula from a pharmacist named Smith Pemberton. Two years later, Asa founded his business and started production of soft drinks based on the formula he had bought. From then, the company grew to become the biggest producers of soft drinks with more than five hundred brands sold and consumed in more than two hundred nations worldwide.

Although the company is said to be the biggest bottler of soft drinks, they do not bottle much. Instead, Coca Cola Company manufactures a syrup concentrate, which is bought by bottlers all over the world. This distribution system ensures the soft drink is bottled by these smaller firms according to the company’s standards and guidelines. Although this franchised method of distribution is the primary method of distribution, the mother company has a key bottler in America, Coca Cola Refreshments.

Coca Cola started diversifying its products during the First World War when ‘Fanta’ was introduced. During World War 1, the heads of Coca Cola in Nazi Germany decided to establish a new soft drink into the market. During the ongoing war, America’s promotion in Germany was not acceptable. Therefore, he decided to use a new name and ‘Fanta’ was born. The creation was successful and production continued even after the war. ‘Sprite’ followed soon after.

In the 1990’s, health concerns among consumers of soft drinks forced their manufactures to consider altering the energy content of these products. ‘Minute Maid’ Juices, ‘PowerAde’ sports drinks, and a few flavored teas variants were Coca Cola’s initial reactions to this new interest. Although most of these new products were well received, some did not perform as well. An example of such was Coca Cola classic, dubbed C2.

The Quality Management System at Coca Cola

It is very important that each product that Coca Cola produces is of a high quality standard to ensure that each product is exactly the same. This is important as the company wants to meet with customer requirements and expectations. With the brand having such a global presence, it is vital that these checks are continually consistent. The standardized bottle of Coca Cola has elements that need to be checked whilst on the production line to make sure that a high quality is being met. The most common checks include ingredients, packaging and distribution. Much of the testing being taken place is during the production process, as machines and a small team of employees monitor progress. It is the responsibility of all of Coca Colas staff to check quality from hygiene operators to product and packaging quality. This shows that these constant checks require staff to be on the lookout for problems and take responsibility for this, to ensure maintained quality.

Coca-cola uses both Quality Control (QC) and Quality Assurance (QA) throughout its production process. QC mainly focuses on the production line itself, whereas QA focuses on its entire operations process and related functions, addressing potential problems very quickly. In QC and QA, state of the art computers check all aspects of the production process, maintaining consistency and quality by checking the consistency of the formula, the creation of the bottle (blowing), fill levels of each bottle, labeling of each bottle, overall increasing the speed of production and quality checks, which ensures that product demands are met. QC and QA helps reduce the risk of defective products reaching a customer; problems are found and resolved in the production process, for example, bottles that are considered to be defective are placed in a waiting area for inspection. QA also focuses on the quality of supplied goods to Coca-cola, for example sugar, which is supplied by Tate and Lyle. Coca-cola informs that they have never had a problem with their suppliers. QA can also involve the training of staff ensuring that employees understand how to operate machinery. Coca-Cola ensures that all members of staff receive training prior to their employment, so that employees can operate machinery efficiently. Machinery is also under constant maintenance, which requires highly skilled engineers to fix problems, and help Coca-cola maintain high outputs.

Every bottle is also checked that it is at the correct fill level and has the correct label. This is done by a computer which every bottle passes through during the production process. Any faulty products are taken off the main production line. Should the quality control measures find any errors, the production line is frozen up to the last good check that was made. The Coca Cola bottling plant also checks the utilization level of each production line using a scorecard system. This shows the percentage of the line that is being utilized and allows managers to increase the production levels of a line if necessary.

The Production Process

Before production starts on the line cleaning quality tasks are performed to rinse internal pipelines, machines and equipment. This is often performed during a switch over of lines for example, changing Coke to Diet Coke to ensure that the taste is the same. This quality check is performed for both hygiene purposes and product quality. When these checks are performed the production process can begin.

Coca Cola uses a database system called Questar which enables them to perform checks on the line. For example, all materials are coded and each line is issued with a bill of materials before the process starts. This ensures that the correct materials are put on the line. This is a check that is designed to eliminate problems on the production line and is audited regularly. Without this system, product quality wouldn’t be assessed at this high level. Other quality checks on the line include packaging and carbonation which is monitored by an operator who notes down the values to ensure they are meeting standards.

The successfulness of this system can be measured by assessing the consistency of the product quality. Coca Cola say that ‘Our Company’s Global Product Quality Index rating has consistently reached averages near 94 since 2007, with a 94.3 in 2010, while our Company Global Package Quality Index has steadily increased since 2007 to a 92.6 rating in 2010, our highest value to date’. This is an obvious indication this quality system is working well throughout the organisation. This increase of the index shows that the consistency of the products is being recognized by consumers.

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Implementation of Total Quality Management (TQM): Toyota Case Study

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Introduction

Implementation of tqm in toyota, tqm practices in toyota, benefits of tqm in toyota, examples of tqm in toyota, toyota quality management, toyota tqm implementation challenges.

The Toyota Corporation case study report is based on the implementation of total quality management (TQM) meant to improve the overall performance and operations of this automobile company. TQM involves the application of quality management standards to all elements of the business.

It requires that quality management standards be applied in all branches and at all levels of the organization. The characteristic of Toyota Corporation going through the total quality process is unambiguous and clear.

Toyota has limited interdepartmental barriers, excellent customer and supplier relations, spares time to be spent on training, and the recognition that quality is realized through offering excellent products as well as the quality of the entire firm, including personnel, finance, sales, and other functions.

The top management at Toyota Corporation has the responsibility for quality rather than the employees, and it is their role to provide commitment, support, and leadership to the human and technical processes (Kanji & Asher, 1996).

Whereas the TQM initiative is to succeed, the management has to foster the participation of Toyota Corporation workers in quality improvement and create a quality culture by altering attitudes and perceptions towards quality.

This research report assesses the implementation of TQM and how Toyota manages quality in all organization management systems while focusing on manufacturing quality. The report evaluates the organization management elements required when implementing TQM, identifies, and investigates the challenges facing Quality Managers or Executives in implementing Quality Management Systems.

In order to implement TQM, Toyota corporations focused on the following phases:

• The company extended the management responsibility past the instantaneous services and products
• Toyota examined how consumers applied the products generated, and this enabled the company to develop and improve its commodities
• Toyota focused on the insubstantial impacts on the procedures as well as how such effects could be minimized through optimization
• Toyota focused on the kaizen (incessant process development) in order to ensure that all procedures are measurable, repeatable, and visible.

The commitment from business executives is one of the key TQM implementation principles that make an organization successful. In fact, the organizational commitment present in the senior organizational staff ranges from top to lower administration. These occur through self-driven motives, motivation, and employee empowerment. Total Quality Management becomes achievable at Toyota by setting up the mission and vision statements, objectives, and organizational goals.

In addition, the TQM is achievable via the course of active participation in organizational follow-up actions. These actions denote the entire activities needed and involved during the implementation of the set-out ideologies of the organization. From Toyota Corporation’s report, TQM has been successful through the commitment of executive management and the organizational workforce (Toyota Motor Corporation, 2012).

Through inventory and half the bottlenecks at half cost and time, the adopters of TMS (Toyota Management System) are authorized to manufacture twice above the normal production. To manage the quality in all organizational management systems, the Toyota Production System incorporates different modernisms like strategy or Hoshin Kanri use, overall value supervision, and just-in-time assembly.

The amalgamation of these innovations enables Toyota to have a strong competitive advantage despite the fact that Toyota never originated from all of them. The 1914 Henry Ford invention relied on the just-in-time production model. The Ford system of production, from a grand perspective, warrants massive production, thus quality (Toyota Motor Corporation, 2012).

Kanji and Asher (1996) claim that to manage the minute set of production necessitated by the splintered and small post-war marketplaces, the JIT system focuses on the motion and elimination of waste materials. This reduces crave for work-in-process inventory by wrapping up the long production lines. Toyota Corp wraps the production lines into slashed change-over times, a multi-trained workforce that runs manifold machines, and new-fangled cells into a U shape.

When supplementing the just-in-cells, the system of kanban is employed by the Toyota Corporation to connect the cells that are unable to integrate physically. Equally, the system helps Toyota integrate with other external companies, consumers, and suppliers.

The TQM and the creativity of Toyota proprietors both support the quality at the source. The rectification and discovery of the production problems require the executives to be committed. At the forefront of Toyota operations, the managers integrate a number of forms of operational quality checks to ensure quality management at all levels.

The uninterrupted tests help the Toyota workforce engaging in the assembly course to scrutinize the value of apparatus, implements, and resources utilized in fabrication. The checks help in the scrutiny of the previously performed tasks by other workers. However, the corporation’s own test enables the workers to revise their personal advances in the assembly course.

The Toyota process owners set up the mistake-proofing (Poka-yoke) procedures and devices to capture the awareness of management and involuntarily correct and surface the augmenting problems. This is essential for the critical production circumstances and steps that prove impractical and tricky for Toyota employees to inspect.

Nevertheless, the policy deployment system decentralizes the process of decision-making at Toyota. This context of implementing Total Quality Management originates from Hoshin Kanri’s management by objective (MBO).

This aspect becomes more advantageous to Toyota when dealing with quality management. The system initially puts into practice the coordinated approach and provides a clear structure for the suppliers, producers, and consumers through inter-organizational cost administration. Moreover, Toyota executives can solve the concurrent delivery, cost, and quality bottlenecks, thus replacing and increasing the relatively slow accounting management mechanisms.

Customer focus that leads to the desired customer satisfaction at Toyota Company is one of the major success factors in TQM implementation. For every business to grow, it should have understanding, reliable, and trustworthy customers. The principle of customer satisfaction and focus has been the most presently well-thought-out aspect of Toyota’s manufacturing quality.

The TQM may characteristically involve total business focus towards meeting and exceeding customers’ expectations and requirements by considering their personal interests. The mission of improving and achieving customer satisfaction ought to stream from customer focus.

Thus, when focusing on manufacturing quality, this aspect enhances TQM implementation. The first priorities at Toyota are community satisfaction, employees, owners, consumers, and mission. The diverse consumer-related features from liberty. The concern to care is eminent in Toyota Corporation during manufacturing.

Toyota has three basic perspectives of TQM that are customer-oriented. These are based on its manufacturing process traced back to the 1950s. The strategies towards achieving quality manufacturing, planning, and having a culture towards quality accomplishment are paramount for TQM implementation to remain successful. To enhance and maintain quality through strategic planning schemes, all managers and employers must remain effectively driven.

This involves training workers on principles concerning quality culture and achievement. Scheduling and planning are analytical applications at Toyota Company that purposes in assessing customer demand, material availability, and plant capacity during manufacturing.

The Toyota Corporation has considerable approaches that rank it among the successful and renowned implementers of TQM. From the inherent and designed structure of Toyota, it becomes feasible to comprehend why quality manufacturing is gradually becoming effective. The inspection department is responsible for taking corrective measures, salvaging, and sorting the desired manufactured product or service quality.

The Toyota Corporation also has a quality control system that is involved in determining quality policies, reviewing statistics, and establishing quality manuals or presentation data. Furthermore, quality assurance is one of the integral principles in quality implementation that is practically present at Toyota. The quality assurance and quality inspectors throughout the Toyota Company structure also manage research and development concerning the quality of manufactured products and services.

The Toyota production and operations management system is similarly dubbed as the managerial system. In fact, in this corporation, operational management is also referred to as the production process, production management, or operations (Chary, 2009). These simply incorporate the actual production and delivery of products.

The managerial system involves product design and the associated product process, planning and implementing production, as well as acquiring and organizing resources. With this broad scope, the production and operation managers have a fundamental role to play in the company’s ability to reach the TQM implementation goals and objectives.

The Toyota Corporation operations managers are required to be conversant and familiar with the TQM implementation concepts and issues that surround this functional area. Toyota’s operation management system is focused on fulfilling the requirements of the customers.

The corporation realizes this by offering loyal and express commodities at logical fees and assisting dealers in progressing commodities proffered. As Slack et al. (2009) observed, the basic performance objectives, which pertain to all the Toyota’s operations, include quality, speed, flexibility, dependability, and cost. Toyota Company has been successful in meeting these objectives through its production and operation functions.

Over several decades, Toyota’s operational processes and management systems were streamlined, resulting in the popularly known Toyota Production System. Although the system had been extensively researched, many companies, such as Nissan, experienced difficulties in replicating TPS.

The TPS was conceived when the company realized that producing massive quantities from limited product lines and ensuring large components to achieve maximum economies of scale led to flaws. Its major objectives were to reduce cost, eliminate waste, and respond to the changing needs of the customers. The initial feature of this system was set-up time reduction, and this forms the basis of TQM implementation.

At Toyota Corporation, quality is considered as acting responsibly through the provision of blunder-gratis products that please the target clientele. Toyota vehicles are among the leading brands in customer satisfaction. Due to good quality, its success has kept growing, and in 2012, the company was the best worldwide. Moreover, Toyota has been keen on producing quality vehicles via the utilization of various technologies that improve the performance of the vehicles.

While implementing TQM, Toyota perceives speed as a key element. In this case, speed objective means doing things fast in order to reduce the time spent between ordering and availing the product to the customer.

The TPS method during processing concentrates on reducing intricacy via the use of minute and uncomplicated machinery that is elastic and full-bodied. The company’s human resources and managers are fond of reorganizing streams and designs to promote minimalism. This enhances the speed of production.

Another objective during TQM implementation is dependability. This means timely working to ensure that customers get their products within the promised time. Toyota has included a just-in-time production system comprised of multi-skilled employees who work in teams. The kanban control allows the workers to deliver goods and services as promised. Advancing value and effectiveness appears to be the distress for administrators, mechanical specialists, and other Toyota human resources.

During TQM implementation, Toyota responds to the demands by changing its products and the way of doing business. Chary (2009) argues that while implementing TQM, organizations must learn to like change and develop responsive and flexible organizations to deal with the changing business environment.

Within Toyota plants, this incorporates the ability to adopt the manufacturing resources to develop new models. The company is able to attain an elevated degree of suppleness, manufacturing fairly tiny bunches of products devoid of losses in excellence or output.

The organizational hierarchy and job descriptions also determine the successful implementation of the TQM. Toyota is amongst the few companies whose organizational structure and task allocation have proved viable in TQM implementation. The company has three levels of management. See the diagram below.

Management hierarchy

Despite the hierarchy and task specification, employees are able to make independent decisions and take corrective measures when necessary to ensure quality during production. Team working is highly encouraged at Toyota Corporation, and this plays a significant role during TQM implementation. All stakeholders are incorporated in quality control initiatives to ensure client demands are satisfied.

However, all employees are required to carry out their assigned tasks, and the management closely supervises the ways of interactions between workers. The management ensures that the manufacturing lines are well-built and all employees are motivated to learn how to improve the production processes.

Toyota is among the few manufacturers in the complete automobile industry that consistently profited during the oil crisis in 1974. The discovery was the unique team working of the Japanese that utilized scientific management rules (Huczynski & Buchanan, 2007).

The joint effort in Japan, usually dubbed Toyotaism, is a kind of job association emphasizing ‘lean-assembly.’ The technique merges just-in-time production, dilemma-answering groups, job equivalence, authoritative foremost-streak administration, and continued procedure perfection.

Just-in-time (JIT) assembly scheme attempts to accomplish all clients’ needs instantly, devoid of misuse but with ideal excellence. JIT appears to be dissimilar from the conventional functional performances in that it emphasizes speedy production and ravage purging that adds to stumpy supply.

Control and planning of many JIT approaches are concerned directly with pull scheduling, leveled scheduling, kanban control, synchronization of flow, and mixed-model scheduling (Slack et al., 2009).

Toyota appears to be amongst the principal participants in changing Japan to a kingpin in car production. Companies, which have adopted the company’s production system, have increased efficiency and productivity. The 2009 industrial survey of manufacturers indicates that many world-class firms have adopted continuous-flow or just-in-time production and many techniques Toyota has been developing many years ago.

In addition, the manufacturing examination of top plant victors illustrates that the mainstream them utilize lean production techniques widely. Thus, team-working TPS assists Toyota Corporation in the implementation of TQM.

Executives and Quality Managers face some challenges while implementing Quality Management Systems in organizations. In fact, with a lack of the implementation resources such as monetary and human resources in any organization, the implementation of TQM cannot be successful. Towards the implementation of programs and projects in organizations, financial and human resources have become the pillar stones.

The approach of TQM impels marketplace competence from all kinds of organizational proceeds to ensure profitability and productivity. To meet the desired results in TQM implementation, an organization ought to consider the availability of human and financial resources that are very important for the provision of an appropriate milieu for accomplishing organizational objectives.

In the case of Toyota, which originated and perfected the philosophy of TQM, the Executives, and Quality Managers met some intertwined problems during TQM implementation. The flaw in the new product development is increasingly becoming complicated for the managers to break and accelerate, thus creating reliability problems. Besides, secretive culture and dysfunctional organizational structure cause barriers in communication between the top management, thus, in turn, augmenting public outrage.

The top executives may fail to provide and scale up adequate training to the suppliers and new workforces. As a result, cracks are created in the rigorous TPS system. In addition, a lack of leadership at the top management might cause challenges in the implementation of TQM. Therefore, in designing the organizational structures and systems that impact quality, the senior executives and managers must be responsible, as elaborated in Figure 2 below.

Total Quality Management is a concept applied in the automobile industry, including the Toyota Corporation. It focuses on continuous improvement across all branches and levels of an organization. Being part of Toyota, the concept defines the way in which the organization can create value for its customers and other stakeholders. Through TQM, Toyota Corporation has been able to create value, which eventually leads to operation efficiencies.

These efficiencies have particularly been achieved by continuous correction of deficiencies identified in the process. A particular interest is the central role that information flow and management have played in enabling TQM initiatives to be implemented, especially through continuous learning and team working culture.

The Toyota way (kaizen), which aims at integrating the workforce suggestions while eliminating overproduction and manufacturing wastes, helps the company to respect all the stakeholders and give clients first priority. The objectives are realized through TPS.

Chary, D. 2009, Production and operations management , Tata McGraw-Hill Education Press, Mumbai.

Huczynski, A. & Buchanan, D. 2007, Organizational behavior; an introductory text, Prentice Hall, New York, NY.

Kanji, G. K. & Asher, M. 1996, 100 methods for total quality management , SAGE Thousands Oak, CA.

Slack, N. et al. 2009, Operations and process management: principles and practice for strategic management, Prentice Hall, New York, NY.

Toyota Motor Corporation 2012, Annual report 2012. Web.

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Alternative Quality Management Systems for Highway Construction (2015)

Chapter: chapter 4 : case studies of alternative quality management.

Below is the uncorrected machine-read text of this chapter, intended to provide our own search engines and external engines with highly rich, chapter-representative searchable text of each book. Because it is UNCORRECTED material, please consider the following text as a useful but insufficient proxy for the authoritative book pages.

CHAPTER 4 : CASE STUDIES OF ALTERNATIVE QUALITY MANAGEMENT 4.1 Introduction Previous chapters focused on the historic and current state of quality management practice and identified the most common quality management models in use in the highway industry. The focus of this chapter is on the ten case studies conducted by the research team and the relevant analyses and observations of those case studies. Case studies formed the bulk of the original research conducted in Phase I of this research project and offered examples of quality management practices delivered under a variety of project conditions, which may serve as models for the organization of quality management systems for future projects. This chapter begins with a discussion of the protocol and methodology used to conduct the case studies and secure the relevant information from each in a justifiable manner. Included in this section are a breakdown of the case study demographics and an explanation of how the case studies were chosen. Following the section on methodology are truncated versions of the case study summaries. The full case study summaries are presented in the appendices in full detail. A large amount of information is contained in the summaries. In order to assist with comparing among the various studies, tabular summaries of relevant details are presented at the end of the summaries section. The case study summaries include a description of the general trends observed when comparing the case studies. The cross-case analysis produced a list of potential alternative QM system tools. These tools are associated with applicable QAOs, which furnishes a mechanism by which agencies can determine which tools will be more valuable to a given project’s QM requirements. The tools are discussed in detail in in chapter 5. 4.2 Case Study Protocol While the survey conducted in Task 2 provided some useful insights into the overall state-of-the- practice, the case studies were the primary source of practical applications of innovative quality management techniques in Phase I and for the practices recommended by the guidebook in Phase II. As a result of the central role in the research project, the research team gave serious consideration to how best to conduct the case studies and capture their valuable information. While researchers may differ in their preference for which research techniques and strategies to use in various situations, case studies represent a valuable tool in the arsenal of any researcher. Case studies are particularly useful in answering questions about how things are done in detail, especially when examining a number of different cases (Yin 2003). In this project, the use of the case study method was essential in capturing not only the unique nature and methods of each project but also understanding questions of why projects were conducted a certain way and how successful those methods were. One of the traditional arguments against the use of case studies has been their perceived lack of 87

rigor. Recognizing this common criticism, the authors sought to generate a defensible, repeatable method to guide the case study process. This method was formalized and recorded in the case study protocol for the project, which Appendix C presents in detail. Yin (2003) provided guidance in creating the case study protocol. The case study protocol serves a number of purposes. Primarily it establishes the purpose of the case studies and the questions to be answered by them. While this information was later useful for the case study participants (albeit in a shortened form), clearly stating this information at the start of this crucial document ensured that all researchers who were conducting case study interviews understood the ultimate goals of the research. The background information for the protocol included key sections of the project proposal and work plan like the explicit research objectives and key questions and also included relevant readings which are fundamental to this research. The most important component of the protocol was the information relating to field procedures which are the heart of the case study protocol and form the bulk of the document. These procedures establish a standard method to conduct all of the case studies and seek to generate consistent and comparable results among the case studies. The key pieces of the field procedures are the case study questionnaire and the case study questions. The questionnaire was one of the first documents to be sent participants. While each case study is unique and the interview process sought to capture that uniqueness, the purpose of the questionnaire was generate a standard set of readily comparable information. To that end, the questionnaire was primarily populated with yes/no questions and matrices of checklists and was specified to be filled for every case study in its entirety. The section listing case study questions on the other hand was not expected to be answered in its entirety; instead, these questions were supplementary and to be used at the discretion of the researcher. Many of the questions represented in the questionnaire are open-ended questions crafted to generate in-depth discussion to help fill in the details the surveys cannot easily capture. The field procedures also include sample letters to send as well as a flowchart showing the order of key communications with participants. 4.3 Case Study Process The case study protocol included a minimum of two pilot case studies to evaluate the efficacy of the process before modifying the case study procedures and completing the rest. Rather than conducting the minimum of two, three pilot case studies were conducted to allow each of the three principal research teams an opportunity to become familiar with the case study protocol for this project and provide comments on it or recommendations for changes. One of the key changes, which came out of this, was firmly establishing the order to gather information, as discussed below. The case study protocol for this project included a particular order of communications and interactions with project participants that was to be followed on every project. First, direct contact was made with the project either over the telephone or in person. While initial inquiries occurred via email, personal contact was vital to every case study. The primary importance of personally contacting the key project participants lay in securing a champion for the research 88

effort. Because participants received no compensation for their time by the research team, it was essential to make contact with participants who expressed enthusiasm about assisting with the research effort and was in a position to coordinate with the rest of the participants on the project. After securing the support of a project champion, all of the key project participants (typically Owner/agency, designer, and builder quality or project managers) were sent a copy of the case study questionnaire and asked to complete and return it before the interview. This was the key change from the pilot case studies. Originally, the priority lay in simply completing the questionnaire before the end of the interview process. However, after the first round of case studies, it was discovered that the questionnaire was too time consuming to fill out in an interview setting and limited the amount of open-ended questions and discussion, which are vital to case studies, which could occur. Subsequent case study participants were given explicit instructions to return the questionnaires before the interview. While freeing up time for more expansive questions in the interviews, having multiple participants fill out the questionnaire independently exposed differing opinions, which led to further discussion for clarification in the interviews. After the questionnaires were completed, interviews were conducted with all of the key project staff. While these interviews typically took place with all the participants at once, in some instances, schedule conflicts were too great to overcome and individual interviews were used instead. While interviews were conducted in person as much as possible, due to limited budgets and geographic dispersion of project participants, in several cases interviews were conducted over the phone. When conducted in person, the authors recorded and showed the participants’ answers using an electronic projector in real time so they could verify the accuracy of the recorded statements. By combining standard questionnaires with personal interviews, the case studies generated the consistent, comparable data and the unique features of each project that were sought. The next step in the case study process was the collection of relevant project documents for later review. When possible, these documents were requested in electronic form for easier reproduction and use, though some materials were provided as hard copies. The documents requested included procurement and prequalification documents and project and quality management plans. The information in the documents was used to answer later questions that arose and to examine specific language used. Finally, once the interview were complete, the information gathered was combined and used to craft the case study reports found in the appendices. When necessary, project participants were contacted after the interview for further clarification, but these contacts were kept to a minimum by the comprehensive nature of the list of case study questions in the field procedures. 4.4 Case Study Selection and Demographics Given the limited number of case studies that were expected as part of this research, the selection of useful case studies was crucial. Guiding the selection process were a number of criteria that each narrowed the number of possible case studies. Table 4-1 contains a description of the selected case study projects. 89

Table 4-1 – List of Case Studies P – Pilot case study The primary criterion for case study selection was that the projects under consideration utilize some form of alternative quality management. While the range of possible alternative quality management procedures leads is long, this one requirement greatly limits the number of potential case studies as most projects still utilize the baseline delivery and quality management methods. Next, case studies were selected such that all the major alternative delivery methods, design- build (DB), construction manager/general contractor (CM/GC), and public-private partnership (PPP), were well represented. A concerted effort was made to seek out projects from agencies that were mature in their experience with alternative delivery methods. Related to this effort was the requirement that the list of case studies include at least two projects from non-STAs and one project that utilized the ISO 9000 certification. Projects from the U.S. Army Corps of Engineers (USACE) and TriMet, a regional transit provider in Oregon, were located and used as case studies. In spite of a reasonable search, an ISO 9000 certified project was not identified. However, the USACE project utilized ISO 9000 certified organizations and QM documents, and the concessionaire for FDOT project used ISO 9000 documentation to train its subcontractors on the project’s QM system. The next goal in case study selection was achieving at least a moderate level of geographic dispersion. Although the project was not funded to include significant travel to project sites, a conscious effort was made to ensure that no more than two projects came from the same state and that projects were not clustered in a particular portion of the country. Figure 4-1 shows this dispersion. Lastly, while there was no set dollar value requirement for projects, only those projects of at least moderate size and scope were considered as these were more likely to have sophisticated quality management procedures in use. # Agency State Size Delivery Method Project Mode 1 WSDOT Washington $18 million DBB w/eci George Sellar Bridge Bridge 2 ODOT, P Oregon $135 million CMGC Willamette River Bridge Bridge 3 TriMet Oregon $113 million CMGC Portland Transit Mall Transit 4 USACE Kansas $175 million CMGC Tuttle Creek Dam Dam 5 UDOT Utah $730 million CMGC Mountain View Corridor Highway 6 CDOT, P Colorado $29.5 million DB US 160 4th Lane Addition Highway 7 UDOT Utah $135 million DB I-15 Widening-Beck Street Highway 8 MnDOT, P Minnesota $120 million DB Hastings River Bridge Bridge 9 FDOT Florida $1.2 billion PPP I-595 Express Corridor Highway 10 TxDOT Texas $1.5 billion PPP SH130 Turnpike Extension Highway 90

Figure 4-1 – Geographic Dispersion of Case Studies After all the criteria were considered, 10 suitable projects were identified and used as case studies. As mentioned above, one of the most important aspects of all the projects was identification of a champion for the research effort. To that end, personal contacts of the primary investigators were leveraged to provide a more personal connection to each project when possible with the hope of increasing participant interest and involvement. Of the 10 projects identified there are/is:  One DBB project utilizing early contractor involvement in the design process  Two PPP projects  Three DB projects  Four CMGC projects (one of which uses the USACE ECI delivery method)  One dam project  One transit project  Three bridge projects  Five highway projects  Eight states represented  $3.8 billion represented 4.5 Case Study Summaries The following subsections contain brief summaries of each of the ten case studies conducted for this project. Each summary begins with key project data including project name; the name of the agency or owner responsible for the project; the location of the project; the project delivery and procurement methods used; the contract payment type; and a brief description of the nature of the project. The project quality profile provides a quick snapshot of the basic premise of the 91

quality management system used on the project and any notable features of that system. The graphic included with each summary is the QAO diagram for that project. The diagram is a visual representation of who controls which key aspects of design and construction quality management. Further explanation of these diagrams can be found in the full case study reports in the appendices. The section devoted to QM plans describes whether these plans were required for design or construction and if so, what was required to be in them and when they were required to be submitted. The tables devoted to quality management roles list the primary quality management actions taken on most projects during design and construction and list (in greater detail than the QAO diagrams) who was responsible for what tasks. Following these tables is a list of notable and effective quality management procedures used on the project as determined by the authors. 4.5.1 George Sellar Bridge, Washington Project Name: George Sellar Bridge Additional Eastbound Lane Name of Agency: Washington State Department of Transportation (WSDOT) Location: MP 0.16 to MP 0.39 over the Columbia River between the towns of Wenatchee and East Wenatchee in the state of Washington Project Delivery Method/Procurement/Contract Type: DBB/A+B+C bidding/Lump sum Project Description: The primary focus of this project was to add an additional eastbound lane to the George Sellar Bridge in order to substantially increase its capacity. To do so, sidewalks on either side of the roadway were removed and the bridge deck was expanded from 54’ to 61’ wide using the new space. The new configuration accommodates five 11’ wide lanes and a narrow median and shoulders. A 10’ wide cantilevered pedestrian and bike pathway was added to the south side of the bridge and a tunnel was constructed through the East side approach to accommodate a new recreational trail. In order to accommodate the new load and increased traffic area the bridge required significant strengthening of 100 truss members and modification of the parabolic portals at either end of the bridge. Project Quality Profile: As a traditional design-bid-build project designed by WSDOT staff, the project quality profile exactly matches the baseline quality system. The constructor performed construction quality control and WSDOT performed all other quality functions. The notable feature of this project was its use of a joint WSDOT/AGC panel early in the design process to inform aspects of the design. QAO: Figure 4-2 shows that the QAO for this project was Deterministic. 92

Project Acceptance Construction Quality Assurance Design Quality Assurance Design Quality Control Construction Quality Control Design Released for Construction Construction Released for Final Payment Quality Assurance Constructor’s Responsibility Designer’s Responsibility Independent Assurance (if req’d) - functional audit -physical audit WSDOT’s Design Staff Responsiblity WSDOT’s Construction Staff Responsibility Independent Assurance (if req’d) - functional audit -physical audit Figure 4-2 – George Sellar Bridge QAO QA/QC Plans: While this project did use quality management plans on this project, they were more of a minor addition to the larger and more important project management plans (PMPs). WSDOT emphasizes the use of PMPs as the focus of the planning effort and references relevant documents related to quality as needed. For design, the PMP included references to WSDOT’s standard design quality management plan included in its Bridge Design Manual. As with design, the focus of the construction planning effort was a PMP, not a unique quality management plan. Instead, the primary quality management requirement was that the contractor conforms to the standard specifications of WSDOT and the special provisions for the project. Included in these documents were specific material and testing requirements or references to WSDOT’s materials manual, which lays out acceptable materials and certification tests. The contractor was never required to submit a formal quality control plan. 93

Quality Management Responsibility Allocation: A summary of design and construction QM roles is shown in table 4-2. Table 4-2 – Summary of design and construction QM roles Responsibility allocation for design management tasks Agency Design Staff Agency PM Staff Design Consultant Staff Constructor’s Pre-const. Staff Agency-hired QA/oversight Consultant Other, specify below Technical review of design deliverables ✔ ✔ Checking of design calculations ✔ Checking of quantities ✔ Acceptance of design deliverables ✔ Review of specifications ✔ ✔ Approval of final construction plans & other design documents ✔ Approval of progress payments for design progress N/A N/A N/A N/A N/A N/A Approval of post-award design QM/QA/QC plans N/A N/A N/A N/A N/A N/A Responsibility allocation for construction management tasks Agency Design Staff Agency PM Staff Design Consultant Staff Constructor’s Construction Staff Agency-hired QA/oversight Consultant Other, specify below Technical review of construction shop drawings ✔ ✔ ✔ cursory Technical review of construction material submittals ✔ ✔ ✔ cursory Checking of pay quantities ✔ ✔ Routine construction inspection ✔ Quality control testing ✔ ✔ Verification testing ✔ ✔ Acceptance testing ✔ Approval of progress payments for construction progress ✔ ✔ Approval of construction post- award QM/QA/QC plans ✔ Report of nonconforming work or punchlist. ✔ Effective QM Practices:  Use of a joint AGC and WSDOT panel to inform the design process  Use of pre-bid meetings for clarification 94

4.5.2 Willamette River Bridge, Oregon Project Name: Willamette River Bridge Name of Agency: Oregon Department of Transportation (ODOT) Location: I-5 over the Willamette River in Lane County at the border of the cities of Eugene and Springfield, OR. Project Delivery Method/Procurement/Contract Type: CM/GC/Best-Value/Lump sum w/ GMP Project Description: The primary focus of the Willamette River Bridge project was the construction of two 1800’+ long arch bridges capable of carrying three lanes of traffic. Work included construction of the first bridge, demolition of an existing temporary bridge, and construction of the second bridge. In addition, the project included the repair or replacement of the nearby 100’ long Canoe Canal Bridge, realignment and grading work along I-5 to match the new bridges, and construction of sound walls, associated pedestrian trails, and extensive public artwork. The project was conducted above an active railroad corridor, Franklin Blvd, and an exit ramp for Franklin Blvd. Project Quality Profile: All four of the project parties collaborated on the design quality control function because of the contractor’s early involvement in the design process and the presence of Oregon Bridge Delivery Partners (OBDP) a program manager. ODOT provided primary quality assurance functions on the project and was supplemented by OBDP in that role. ODOT’s approach to construction quality control was rather restrictive limiting the contractor to only conduction quality control testing and nothing more. Acceptability, confidence, and verification testing were all performed by ODOT. 95

QAO: Figure 4-3 shows that the QAO for this project was Deterministic. Project Acceptance Construction Quality Assurance Design Quality Assurance Design Quality Control Construction Quality Control Design Released for Construction Construction Released for Final Payment Independent Assurance (if req’d) - functional audit -physical audit Quality Assurance Constructor’s Responsibility ODOT/OBDP’s CEI Staff Responsibility Designer’s Responsibility ODOT/OBDP’s Design Staff Responsibility Owner Verification (if req’d) Independent Assurance (if req’d) - functional audit -physical audit Figure 4-3 – Willamette River Bridge QAO QA/QC Plans: ODOT required the design team to submit a standard quality control plan to be used by the design team and all of its consultants. The plan was submitted for approval as a part of the design team’s proposal and was evaluated in determining which designer to award the contract to. Conversely, the construction quality control plan wasn’t a required submittal until after the CMGC contract was awarded. In addition, the construction quality control plan was significantly less detailed than that required of the design team as the project made use of a construction quality management system identical to that used on ODOT design-bid-build projects. The project team went out of its way to ensure that the project looked and felt like a design-bid-build project on the construction side of things. 96

Quality Management Responsibility Allocation: A summary of design and construction QM roles is shown in table 4-3. Table 4-3 – Summary of design and construction QM roles Responsibility allocation for design management tasks Agency Design Staff Agency PM Staff Design Consultant Staff Constructor’s Pre-const. Staff Agency-hired QA/oversight Consultant Other, specify below Technical review of design deliverables ✔ ✔ Checking of design calculations ✔ Checking of quantities ✔ ✔ ✔ Acceptance of design deliverables ✔ Review of specifications ✔ ✔ ✔ Approval of final construction plans & other design documents ✔ ✔ ✔ Approval of progress payments for design progress ✔ Approval of post-award design QM/QA/QC plans ✔ Responsibility allocation for construction management tasks Agency Design Staff Agency PM Staff Design Consultant Staff Constructor’s Construction Staff Agency-hired QA/oversight Consultant Other, specify below Technical review of construction shop drawings ✔ ✔ Technical review of construction material submittals ✔ ✔ Checking of pay quantities ✔ ✔ Routine construction inspection ✔ OBDP+ ODOT ✔ Quality control testing ✔ Verification testing ✔ Acceptance testing ✔ Approval of progress payments for construction progress ✔ Approval of construction post- award QM/QA/QC plans ✔ Report of nonconforming work or punchlist. ✔ OBDP+ ODOT 97

Effective QM Practices:  Early contractor involvement in the design process  Flexibility afforded by CMGC method  Allowing contractor to use competitive bidding OR negotiated contracts for subcontractors 4.5.3 Portland Transit Mall Revitalization, Oregon Project Name: Portland Transit Mall (Greenline) Revitalization Name of Agency: Tri-County Metropolitan Transportation District or Oregon (TriMet) Location: The Portland Transit Mall is located along SW 5th and 6th Avenues in downtown Portland, OR and stretches 1.4 miles south from Union Station to I-405 Project Delivery Method/Procurement/Contract Type: CM/GC/Best-Value/Cost plus fee w/ GMP Project Description: The focus of this case study was the construction of a new light rail transit line along 5th and 6th Avenues, which was part of a larger revitalization of the whole Portland Transit Mall. The project included substantial utility relocation work both before and during construction of the rail bed, installation of 2.8 miles of light rail track, gantries, and supporting systems (signals, power substations, etc.), and the construction of a triple track turnout loop at the southern extent of the project. In addition, the contract included construction of 12 new light rail stations complete with shelters and signage. Project Quality Profile: All three of the project parties collaborated on the design quality control function as a result of the CMGC delivery method and the contractor’s early involvement in the design process. TriMet provided all primary quality assurance functions on the project and was supplemented with inspection staff from the city of Portland and local utilities. TriMet permitted the contractor to employ its own quality control inspectors and to perform its own materials testing if the staff were nationally certified for the work. Confidence testing was performed at the discretion of TriMet’s resident engineer by 3rd party testing labs kept on-call by TriMet. The project was marked by close collaboration between the contractor’s quality control manager and TriMet’s resident engineer. 98

QAO: Figure 4-4 shows that the QAO for this project was Deterministic. Project Acceptance Construction Quality Assurance Design Quality Assurance Design Quality Control Construction Quality Control Design Released for Construction Construction Released for Final Payment Independent Assurance (if req’d) - functional audit -physical audit Quality Assurance Constructor’s Responsibility ODOT/OBDP’s CEI Staff Responsibility Designer’s Responsibility ODOT/OBDP’s Design Staff Responsibility Owner Verification (if req’d) Independent Assurance (if req’d) - functional audit -physical audit Figure 4-4 – Portland Transit Mall QAO QA/QC Plans: The design QM plans used by TriMet are in some sense standardized across projects and delivery method types. TriMet has a formal quality assurance program approved by the Federal Transit Administration that design quality management plans (for both in-house staff and design consultants) must comply with. The contractor was required to develop a quality control plan and submit it for approval after it was awarded the project, it was not an evaluation criteria in the procurement process. 99

Quality Management Responsibility Allocation: A summary of design and construction QM roles is shown in table 4-4. Table 4-4 – Summary of design and construction QM roles Responsibility allocation for design management tasks Agency Design Staff Agency PM Staff Design Consultant Staff Constructor’s Pre-const. Staff Agency-hired QA/oversight Consultant Other, specify below Technical review of design deliverables N/A ✔ ✔ ✔ Checking of design calculations N/A ✔ ✔ Checking of quantities N/A ✔ ✔ ✔ Acceptance of design deliverables N/A ✔ ✔ Review of specifications N/A ✔ ✔ ✔ Approval of final construction plans & other design documents N/A ✔ ✔ Approval of progress payments for design progress N/A ✔ Approval of post-award design QM/QA/QC plans N/A ✔ Responsibility allocation for construction management tasks Agency Design Staff Agency PM Staff Design Consultant Staff Constructor’s Construction Staff Agency-hired QA/oversight Consultant Other, specify below Technical review of construction shop drawings N/A S P Technical review of construction material submittals N/A P S Checking of pay quantities N/A P Routine construction inspection N/A S P Quality control testing N/A P S Verification testing – Note 1 N/A P P Acceptance testing N/A P Approval of progress payments for construction progress N/A P Approval of construction post- award QM/QA/QC plans N/A P Report of nonconforming work or punchlist. N/A S S P P – Primary responsibility; S – Secondary responsibility 100

Effective QM Practices:  Contractor involvement early in the design process  Electronic recording and submission of daily reports  Allowing contractor utilize own inspectors for QC and materials testing  Use of CMGC delivery method 4.5.4 Tuttle Creek Dam Safety Assurance Project, Kansas Project Name: Tuttle Creek Dam Safety Assurance Project Name of Agency: US Army Corps of Engineers (USACE) Location: Tuttle Creek, north of the City of Manhattan in Kansas, along the Big Blue River Project Delivery Method/Procurement/Contract Type: Corps Early Contractor Involvement (ECI)/Best-Value/Progressive GMP Note: ECI is the terminology used by USACE for a CMGC delivery method. It should not be confused with the ECI delivery method used in Europe and for the remainder of this report will be referred to as a CMGC delivery method. Project Description: The Tuttle Creek Dam Safety Ground Modification Project is the largest Dam Safety, ground modification project on an active Dam that has ever been performed. This project consisted of multiple contracts to make various repairs to the dam. The Ground Modification base contract was awarded in 2005 to Treviicos South for $49M (this was the ECI/CMGC Contract). A contract to provide structural reinforcement and bearing rehabilitation on the 18 Spillway Tainter Gates was awarded in 2007 and completed in 2010 for $10M. The wire ropes for the Tainter Gates will be replaced in 2011 and 2012. Project Quality Profile: The quality management system that was used on this project was not substantially different from that used by other agencies. USACE has documentation outlining the approach to quality assurance and quality procedures on projects. Also, an individual project specific quality management plan was written for the Tuttle Creek Dam project. The construction, design and project management organizations were all ISO certified. 101

QAO: Figure 4-5 shows that the QAO for this project was Deterministic. Project Acceptance Construction Quality Assurance Design Quality Assurance Design Quality Control Construction Quality Control Design Released for Construction Construction Released for Final Payment Quality Assurance Constructor’s Responsibility Designer’s Responsibility Independent Assurance (if req’d) - functional audit -physical audit Owner’s Responsibility Owner’s Responsibility Independent Assurance (if req’d) - functional audit -physical audit Figure 4-5 – Tuttle Creek Dam Safety Assurance Project QAO Model QA/QC Plans: The design QM plans used on this project were different from design-bid-build (DBB) projects because this was a one of a kind design that involved both an advisory panel of experts as well as allowing for the construction contractor to participate in the design review process to help improve quality. The QM plan was not different as such, but it emphasized how heavily the government intended to rely on the construction contractors input. The construction QM plans used on this project were no different from the QM plans used on traditional DBB construction projects. 102

Quality Management Responsibility Allocation: A summary of design and construction QM roles is shown in table 4-5. Table 4-5 – Summary of design and construction QM roles Responsibility allocation for design management tasks Agency personnel Consultant design staff Constructor’s preconstructi on staff Agency-hired QA/oversight consultant Technical review of design deliverables ✔ ✔ ✔ Checking of design calculations ✔ Checking of quantities ✔ ✔ Acceptance of design deliverables ✔ ✔ ✔ Review of specifications ✔ ✔ ✔ Approval of final construction plans & other design documents ✔ ✔ Approval of progress payments for design progress ✔ Approval of post-award design QM/QA/QC plans ✔ Responsibility allocation for construction management tasks Agency personnel Consultant design staff Constructor’s construction staff Agency-hired QA/oversight consultant Technical review of construction shop drawings ✔ ✔ Technical review of construction material submittals ✔ ✔ Checking of pay quantities ✔ Routine construction inspection ✔ Quality control testing ✔ Verification testing ✔ Acceptance testing ✔ Approval of progress payments for construction progress Approval of construction post-award QM/QA/QC plans Report of nonconforming work or punch list. ✔ Effective QM Practices: The following is a list of effective practices used on USACE projects.  Advisory Panel  Resident Management System (RMS) - An automated system for submittal and document control.  Design check - The designer must have his work checked by highly experienced technical person before each design submittal. This checking procedure is essential to the production of a quality product.  Quality control checklists - Checklists for designers and their checkers to ensure completeness. 103

 Interdisciplinary checks - Interdisciplinary coordination is a key element of the QCP. The checks are usually conducted by the design team members who check each other’s work to assure compatibility.  District Quality Control (DQC) Review - An internal peer review for quality control.  Agency Technical Review (ATR) - An ATR is an independent technical review, which is a critical examination by a qualified person or technical team outside the submitting district.  Independent External Peer Review (IEPR) - An IEPR is an independent review of the technical efficacy of a decision document by a review organization external to USACE.  Quality management review - Quality management reviews to assure that USACE Regulations are met. 4.5.5 Mountain View Corridor Project, Utah Project Name: Mountain View Corridor (MVC) Project Name of Agency: Utah Department of Transportation (UDOT) Location: The Mountain View Corridor encompasses Salt Lake County west of Bangerter Highway between I-80 and the Utah County border Project Delivery Method/Procurement/Contract Type: CM/GC/Best-Value/GMP Project Description: Initial construction includes building two outside lanes in each direction with signalized intersections where future interchanges will be located. This new roadway requires extensive grading and excavation, relocating utilities, acquiring property, constructing drainage systems, building bridges and structures, and laying new pavement. Trail sections will also be built. Future construction will build out the remainder of the corridor by adding interchanges and more lanes to achieve a fully functional freeway. Project Quality Profile: UDOT will provide some quality control and all quality assurance for the Project. The contractor is responsible for assuring the quality of the work of the subcontractors at all levels. UDOT or its designee will perform limited inspection and testing to audit and verify that all work and materials comply with the drawings, specifications, and all reference standards. Audits will be performed on a systematic basis and will be coordinated with the Quality Control Plan or as warranted by general quality trends. 104

QAO: Figure 4-6 shows that the QAO for this project was Assurance. Project Acceptance Construction Quality Assurance Design Quality Assurance Design Quality Control Construction Quality Control Design Released for Construction Construction Released for Final Payment Independent Assurance (if req’d) - functional audit -physical audit Owner Verification (if req’d) Quality Management Independent Assurance (if req’d) - functional audit -physical audit Designer’s Responsibility Owner’s Responsibility Constructor’s Responsibility Owner’s Responsibility Quality Assurance Figure 4-6 – Mountain View Corridor QAO QA/QC Plans: The design QM plans are no different from the QM plans used on traditional design projects. For UDOT the delivery method does not affect the quality methods. The quality methods are driven by the size of the project. The contractor was required to develop, implement, and maintain a Quality Control Plan. The Quality Control Plan had to include, at a minimum, provisions for continued education and training, toolbox meetings, various meetings with subcontractors and suppliers, and other activities. In addition, the Quality Control Plan had to include the Contractor assuring the quality of the work of the subcontractors at all levels. 105

Quality Management Responsibility Allocation: A summary of design and construction QM roles is shown in table 4-6. Table 4-6 – Summary of design and construction QM roles Responsibility allocation for design management tasks Agency personnel Consultant design staff Constructor’s preconstruction staff Agency-hired QA/oversight consultant Technical review of design deliverables ✔ ✔ ✔ Checking of design calculations ✔ Checking of quantities ✔ ✔ Acceptance of design deliverables ✔ Review of specifications ✔ ✔ ✔ Approval of final construction plans & other design documents ✔ Approval of progress payments for design progress ✔ Approval of post-award design QM/QA/QC plans ✔ Responsibility allocation for construction management tasks Agency personnel Consultant design staff Constructor’s construction staff Agency-hired QA/oversight consultant Technical review of construction shop drawings ✔ ✔ Technical review of construction material submittals ✔ ✔ Checking of pay quantities ✔ ✔ Routine construction inspection ✔ ✔ Quality control testing ✔ Verification testing ✔ ✔ Acceptance testing ✔ Approval of progress payments for construction progress ✔ Approval of construction post-award QM/QA/QC plans ✔ ✔ Report of nonconforming work or punch list. ✔ ✔ Effective QM Practices: The following practices are used on the MVC project and lead to enhanced quality:  Project Records File and Distribution System  Regular Project Team Meetings  Reviews - The contractor is required to participate in formal constructability and material availability reviews that are conducted at up to four milestones throughout the Project.  Quality Personnel Education and Training - The extent of training is to correspond with the following: o Scope, complexity, and nature of the activity o Education, experience, and proficiency of the person o Specific requirements of the Contract Documents 106

 Goal-Setting Session - The Contractor was required to participate in an initial goal-setting session with UDOT 4.5.6 U.S. 160 4th Lane Addition, Colorado Project Name: U.S. 160 4th Lane Expansion Name of Agency: Colorado Department of Transportation (CDOT) Location: U.S. 160 at Farmington Hill Interchange/Wilson Gulch in Grandview Colorado just east of Durango, CO Project Delivery Method/Procurement/Contract Type: Modified Design-build (Low bid procurement) Note: Modified DB is a CDOT alteration on standard practice for DB. Modified DB contains a higher level of initial design and is awarded on a low-bid best value basis. For the remainder of this report, this case study will be listed simply as using a DB delivery method. Project Description: The project included the design and construction of four bridges in mountainous terrain and crossing U.S. 160 and the environmentally-sensitive Wilson Gulch. Highly-curved ramp geometries, high settlement soils and a limited construction season created design challenges which were overcome to deliver a successful design. Project Quality Profile: CDOT was responsible for all quality assurance and independent assurance on the project. The design builder was responsible for all quality control, both design and construction. Outside of the design builder having the responsibility for design QC, the project quality management was no different than a design-bid-build project. CDOT does use the same quality management system across all project, regardless of delivery method. CDOT performed testing on all materials; it appears that quality management system for the construction was heavily directed by the agency. The lack of a design builder created construction QC plan is further evidence that the construction quality management was directed by CDOT. 107

QAO: Figure 4-7 shows that the QAO for this project was Oversight. Project Acceptance Construction Quality Assurance Design Quality Assurance Design Quality Control Construction Quality Control Design Released for Construction Construction Released for Final Payment Owner Verification (if req’d) Quality Assurance Design Builder’s Responsibility Owner’s Responsibility Figure 4-7 – U.S. 160 4th Lane Addition QAO QA/QC Plans: The primary quality management plan in place for this project was the design quality control plan (DQCP) which was created by the designer on the design-build team. This plan had to be submitted and approved by CDOT before any work could begin. CDOT required a quality control plan to be created by the design builder, but it appears that the DQCP was the document that was what all parties referred to when asked about QA/QC plans for the project. 108

Quality Management Responsibility Allocation: Table 4-7 shows a summary of design and construction QM roles. Table 4-7 – Summary of design and construction QM roles Responsibility allocation for design management tasks Agency personnel Consultant design staff Constructor’s preconstruction staff Agency-hired QA/oversight consultant Technical review of design deliverables ✔ ✔ Checking of design calculations ✔ Checking of quantities ✔ ✔ ✔ Acceptance of design deliverables ✔ Review of specifications ✔ Approval of final construction plans & other design documents ✔ Approval of progress payments for design progress ✔ Approval of post-award design QM/QA/QC plans ✔ Responsibility allocation for construction management tasks Agency personnel Consultant design staff Constructor’s construction staff Agency-hired QA/oversight consultant Technical review of construction shop drawings ✔ ✔ Technical review of construction material submittals ✔ ✔ Checking of pay quantities ✔ Routine construction inspection ✔ Quality control testing ✔ Verification testing ✔ ✔ Acceptance testing ✔ Approval of progress payments for construction progress ✔ Approval of construction post-award QM/QA/QC plans ✔ Report of nonconforming work or punchlist. ✔ Effective QM Practices: Design quality control forms that were included as parts of the appendix of the DQCP were very effective in tracking and organizing the various Design QC processes. 4.5.7 I-15 Widening, Beck Street Project, Utah Project Name: I-15; Widening, 500 North to I-215 Name of Agency: Utah Department of Transportation (UDOT) 109

Location: I-15, 500 North to I-215, Utah Project Delivery Method/Procurement/Contract Type: DB/Best-Value/Lump Sum Project Description: The project consists of the reconstruction of Interstate 15 from 500 North in Salt Lake City to the I-215 overpass in Davis County. The project includes the design, reconstruction, and widening of the mainline highway to include an Express Lane and three general purpose lanes in each direction. The work includes the total reconstruction of Mainline I- 15 between 500 North and the I-215 overpass. UDOT requires removal and replacement of the existing Beck Street Bridge with twin 600-feet, four-span bridges. Additionally, the 1100 North and U.S. 89 bridges will be replaced with two-span rapid bridges. The 800 North Bridge will be removed permanently. Project Quality Profile: The Quality Management plans used on this project were the same as those used on traditional UDOT projects, except the tracking and administration was handled differently. This was because the goals were the same with regards to testing requirements etc. except payment was not by quantity. Lump Sum payment was used; therefore quantities were recorded separately for verification testing. 110

QAO: Figure 4-8 shows that the QAO for this project was Oversight. Project Acceptance Construction Quality Assurance Design Quality Assurance Design Quality Control Construction Quality Control Design Released for Construction Construction Released for Final Payment Independent Assurance (if req’d) - functional audit -physical audit Owner Verification (if req’d) Quality Assurance Independent Assurance (if req’d) - functional audit -physical audit Design- Builder’s Responsibility Owner’s Responsibility Figure 4-8 – I-15 Widening QAO Model QA/QC Plans: UDOT specified that the Quality Management Plan (QMP) had to include procedures for design-builder construction quality control, design quality control and assurance, and Agency inspection and testing. The Design-Builder had the primary responsibility for the overall quality of the work including the quality of work produced by subcontractors, fabricators, suppliers, and vendors. An IQF was not required for this project. UDOT was to conduct oversight and inspection for the project. 111

Quality Management Responsibility Allocation: A summary of design and construction QM roles is shown in table 4-8. Table 4-8 – Summary of design and construction QM roles Responsibility allocation for design management tasks Agency personnel Consultant design staff Constructor’s preconstruction staff Agency-hired QA/oversight consultant Technical review of design deliverables ✔ ✔ ✔ Checking of design calculations ✔ Checking of quantities ✔ Acceptance of design deliverables ✔ Review of specifications ✔ ✔ ✔ Approval of final construction plans & other design documents ✔ Approval of progress payments for design progress ✔ Approval of post-award design QM/QA/QC plans ✔ Responsibility allocation for construction management tasks Agency personnel Consultant design staff Constructor’s construction staff Agency-hired QA/oversight consultant Technical review of construction shop drawings ✔ Technical review of construction material submittals ✔ Checking of pay quantities ✔ Routine construction inspection ✔ Quality control testing ✔ Verification testing ✔ Acceptance testing ✔ Approval of progress payments for construction progress ✔ Approval of construction post-award QM/QA/QC plans ✔ Report of nonconforming work or punchlist. ✔ Effective QM Practices: The following procurement and project n practices helped the project achieve enhanced quality:  One-on-One Meetings - The Agency conducted one-on-one meetings with each Proposer to discuss issues and clarifications regarding the RFP and Proposer’s ATCs.  Alternative Technical Concept (ATCs) Process - A process for pre-Proposal review of ATCs that conflict with the requirements for design and construction of the Project, or otherwise require a modification of the technical requirements of the Project.  Competitive Range - The term “Competitive Range” means a list of the most highly rated Proposals, based on initial Technical Proposal ratings and evaluations of Price Proposals, which were judged by the Agency to have a reasonable chance of being selected for award. 112

 Summary of Innovation and Enhanced Quality - The Proposers were to prepare a summary of no more than three pages that outlined the specific areas in which the Proposer had introduced innovation and provided enhanced quality in long-term performance, durability, or maintainability.  Document Control - The QMP had to specify procedures for meeting documentation requirements, for document control and for the specific responsibilities of personnel to satisfy these requirements.  Over-the-Shoulder Design Reviews - The DQM was to conduct design reviews.  Milestone (30% and 60%) Reviews - The DQM was to conduct formal milestone reviews.  Incentive/Disincentive Program 4.5.8 Hastings Bridge Project, Minnesota Project Name: TH61 Hastings Bridge Design-Build Project Name of Agency: Minnesota Department of Transportation (MnDOT) Location: T.H. 61 over the Mississippi River along the border of Washington and Dakota County, Minnesota within and near the City of Hastings. Project Delivery Method/Procurement/Contract Type: Design-Build/Best-Value/Lump Sum Project Description: The Project scope is to design and construct a new four-lane bridge over the Mississippi River, remove the existing 2-lane bridge, and construct the approaches on the north and south sides of the bridge. Project Quality Profile: The overall quality approach required the Contractor to develop, implement, and maintain a quality management system that encompassed the design and construction quality aspects, and documentation requirements for the Project. In addition, ATCs were used to permit the design-builder to literally negotiate the design quality criteria and the process for submitting and evaluating them was set forth in the Instructions to Proposers (ITP). 113

QAO: Figure 4-9 shows that the QAO for this project was Oversight. Project Acceptance Construction Quality Assurance Design Quality Assurance Design Quality Control Construction Quality Control Design Released for Construction Construction Released for Final Payment Independent Assurance (if req’d) - functional audit -physical audit Owner Verification (if req’d) Quality Assurance Independent Assurance (if req’d) - functional audit -physical audit Design- Builder’s Responsibility Owner’s Responsibility Figure 4-9 – Hastings Bridge QAO Model QA/QC Plans: The quality management process used on this project was a formal one that was project specific. The Contractor’s quality management system had to contain a Quality Manual (QM) that encompassed all Contract requirements with regard to design, construction, and documentation for all quality processes. The Quality Manual also included an Inspection and Testing Plan describing all of the proposed inspections and tests to be performed throughout the construction process. MnDOT had provided a Construction Quality Inspection and Testing Plan in the Quality Manual Template. The Contractor was to tailor the Inspection and Testing Plan to meet the Project requirements. 114

Quality Management Responsibility Allocation: A summary of design and construction QM roles is shown in table 4-9. Table 4-9 – Summary of design and construction QM roles Responsibility allocation for design management tasks Agency personnel Consultant design staff Constructor’s preconstruction staff Agency-hired QA/oversight consultant Technical review of design deliverables ✔ ✔ Checking of design calculations ✔ Checking of quantities ✔ Acceptance of design deliverables ✔ Review of specifications ✔ Approval of final construction plans & other design documents ✔ Approval of progress payments for design progress ✔ Approval of post-award design QM/QA/QC plans ✔ Responsibility allocation for construction management tasks Agency personnel Consultant design staff Constructor’s construction staff Agency-hired QA/oversight consultant Technical review of construction shop drawings ✔ ✔ Technical review of construction material submittals ✔ Checking of pay quantities Routine construction inspection ✔ ✔ Quality control testing ✔ Verification testing ✔ Acceptance testing ✔ Approval of progress payments for construction progress ✔ Approval of construction post-award QM/QA/QC plans ✔ Report of nonconforming work or punchlist. ✔ ✔ Effective QM Practices: The following practices were implemented for the project and contributed to managing the quality of the project:  ATC/PAE Process - Approved ATCs were known as Pre-Approved Elements (PAEs). MnDOT then conducted one-on-one meetings with proposers to discuss ATCs and the Proposers were able to incorporate one or more acceptable ATCs in to their proposal.  Disciplinary Task Forces - Each task force will focus on a specific discipline of work.  Over-the-shoulder design reviews - Informal examinations by MnDOT of design documents during the project design process.  In-Progress Design Workshops - Throughout the design process, the Contractor or MnDOT could request in-progress design workshops to discuss and verify design progress and to assist the Contractor and/or its designer(s) in resolving design questions and issues. 115

 Quality Oversight Visits - During the design process, MnDOT could make oversight visits to discuss and verify design progress and ascertain the overall progress of the Project with respect to the Contractor’s Quality Manual.  Disincentive - Subject to MnDOT’s determination, MnDOT could assess the Contractor a $100-per-hour monetary deduction for failure to facilitate satisfactory progress or completion of the Work. 4.5.9 I-595 Express Corridor Improvements Project, Florida Project Name: I-595 Express Corridor Improvements Project Name of Agency: Florida Department of Transportation (FDOT) Location: Broward County, FL Project Delivery Method/Procurement/Contract Type: Public-Private-Partnership (P3), 2 step process for procurement, lump sum for design, construction, operate, and maintenance Project Description: The I-595 Express Corridor Improvements Project consists of the reconstruction of the I-595 mainline and all associated improvements to frontage roads and ramps from the I-75/Sawgrass Expressway interchange to the I-595/I-95 interchange, for a total length along I-595 of approximately 10.5 miles, and approximately 2.5 miles on Florida Turnpike from Peters Road to Griffin Road. The design and construction cost of the project is approximately $1.2 billion. Project Quality Profile: Because the project is PPP, and the concessionaire will be operating the project for 30 years, the concessionaire held the majority of the responsibility of the quality responsibilities, which equates to the acceptance quality assurance organizations, as shown in Figure 4-10. FDOT did hire several engineering consultants such as the design manager and the Oversight Construction Engineer Inspector (OCEI). Overall, the design manager’s responsibility was to make sure that the produced design met the requirements of the contract. FDOT and the design manager did have more involvement in the design when it came to elements of the project that were related to safety, such as bridges, and traffic control. The OCEI was responsible for conducting statistical sampling verification testing regarding the Concessionaire’s Construction Engineering Inspection. 116

QAO: Figure 4-10 shows that the QAO for this project was Acceptance. Project Acceptance Construction Quality Assurance Design Quality Assurance Design Quality Control Construction Quality Control Design Released for Construction Construction Released for Final Payment Independent Assurance (if req’d) - functional audit -physical audit Owner Verification Testing Quality Assurance Independent Assurance (if req’d) - functional audit -physical audit Owner’s Responsibility Concessionaires’s Responsibility Independent Engineering Consultant Figure 4-10 – I-595 Express Corridor Improvements Project QAO QA/QC Plans: The concessionaire holds most of the risk associated with gaining a quality product, in that they are responsible for operation and maintenance of the corridor for 30 years after construction. To ensure that quality was a priority, part of the contract required submission and approval of a QA and QC plan for both design and construction before work began. The concessionaire created an overall QM plan, while the designer created the design QM, QA, and QC plans and the design builder created the construction QM, QA, and QC plans. 117

Quality Management Responsibility Allocation Summary For this case study independent questionnaires were received from the design builder (D), the concessionaire (C), the agency (A) and the engineer (E). Not all four responded the same way to the questionnaire, thus table 4-10 shows how each party responded. Table 4-10 – Summary of design and construction QM roles Responsible Party (select all that apply) Responsibility allocation for design management tasks Agency Design Staff Agency PM Staff Design Consultant Staff Constructor’s Pre-const. Staff Agency-hired QA/oversight Consultant Other, specify below Technical review of design deliverables 1 Checking of design calculations 2 Checking of quantities 2 Acceptance of design deliverables Review of specifications 2 Approval of final construction plans & other design documents Approval of progress payments for design progress 2 Approval of post-award design QM/QA/QC plans 2 Other: 1 – Is FDOT design construction; 2 – Is the Concessionaire Responsibility allocation for construction management tasks Agency Design Staff Agency PM Staff Design Consultant Staff Constructor’s Construction Staff Agency-hired QA/oversight Consultant Other, specify below Technical review of construction shop drawings Technical review of construction material submittals Checking of pay quantities Routine construction inspection Quality control testing Verification testing Acceptance testing Approval of progress payments for construction progress Approval of construction post- award QM/QA/QC plans Report of nonconforming work or punchlist. Other: Concessionaire and Concessionaire CEI D – Design Builder; A – Agency; C – Concessionaire; E – Engineer 118

Effective QM Practices:  The dual Construction Engineer Inspection process where there is an oversight CEI (OCEI) hired by the agency and a CEI hired by the concessionaire (CCEI). The CCEI is responsible for the construction inspections on the project, while the oversight CEI audits the CCEI based on a statistical sampling process. This has been very successful, however because this was a new concept it took about a year to establish an understanding as to how the two CEI’s can best work together for the betterment of the project.  During the construction phase unique electronic inspection and testing request were implemented as part quality management system for all subcontractors to follow. This process included converting emails to text messages to be received by people in the field without email.  Two major procedures of the quality system, which affect all project work, are the witness and hold procedure and the testing and sampling (TSR) procedure, initiated by subcontractors, inspected by the design builder QC and verified by the CCEI. All work and materials used to advance the project are recorded and regulated by multiple parties (contractor’s QC staff, CCEI, OCEI).  This project had many subcontractors that had never worked on a FDOT project, much less one that was a P3 project and had requirements for both FDOT and the concessionaire. Every subcontractor had to be trained on FDOT requirements and the Concessionaire team requirements, which included the submittal of quality management plans by the subs and material suppliers. The training also included concepts of different quality management processes/philosophies such as ISO 90001 etc. ISO was also included as reference materials to the training and development of the subs quality management plans. 4.5.10 SH 130 Turnpike Project, Texas Project Name: SH 130 Turnpike Project Exclusive Development Agreement Name of Agency: Texas Department of Transportation (TxDOT) – Texas Turnpike Authority Location: SH 130 through Travis and Williamson Counties, Texas Project Delivery Method/Procurement/Contract Type: PPP/Best-Value/Guaranteed Lump Sum (Exclusive Development Agreement). Project Description: State Highway (SH) 130 is an approximately 49-mile new toll-way extending from IH-35 near SH 195, north of Georgetown, Texas Southward to US Highway 183 southeast of Austin. SH 130 is a four-lane controlled-access toll-way with discontinuous frontage roads and directional interchanges where warranted. Work for this project included the design, right-of-way acquisition, utility adjustment, construction, and fifteen years of capital maintenance (if elected by TxDOT). Project Quality Profile: The SH 130 project QC/QA program consisted of four inter-dependent 119

components: the Quality Control (QC) Program, the Owner Oversight Program, the Independent Assurance (IA) Program, and the independent Construction Quality Assurance (CQA) Program. TxDOT developed a project-specific quality assurance program (QAP) for the SH130 project. In addition to safeguards in the QAP, the EDA had several measures to ensure the quality of workmanship and materials in the project. The measures were broken into three basic categories including quality control, acceptance testing and inspection, and owner verification. QAO: Figure 4-11 shows that the QAO for this project was Acceptance. Project Acceptance Construction Quality Assurance Design Quality Assurance Design Quality Control Construction Quality Control Design Released for Construction Construction Released for Final Payment Independent Assurance (if req’d) - functional audit -physical audit Owner Verification Testing Quality Assurance Independent Assurance (if req’d) - functional audit -physical audit Owner’s Responsibility Concessionaires’s Responsibility Independent Engineering Consultant Figure 4-11 – SH 130 Turnpike QAO QA/QC Plans: The SH 130 was the first design-build highway infrastructure project in Texas where contractor QC testing was used in the acceptance decision for all project-produced materials. An enhancement to the previous owner verification process was the new three-tiered approach. In this approach Level 1 is applied to the tests which are strong indicators of performance and provides the highest level of confidence in the contractor’s QC testing. Level 2 is applied to tests that are secondary indicators of performance. Level 3 is applied to tests with extremely low test frequencies. 120

Quality Management Responsibility Allocation: A summary of design and construction QM roles is shown in table 4-11. Table 4-11 – Summary of design and construction QM roles Responsibility allocation for design management tasks Agency personnel Consultant design staff Constructor’s preconstruction staff Agency-hired QA/oversight consultant Technical review of design deliverables ✓ ✓ Checking of design calculations ✓ ✓ Checking of quantities ✓ ✓ Acceptance of design deliverables ✓ ✓ Review of specifications ✓ Approval of final construction plans & other design documents ✓ ✓ Approval of progress payments for design progress ✓ Approval of post-award design QM/QA/QC plans ✓ Responsibility allocation for construction management tasks Agency personnel Consultant design staff Constructor’s construction staff Agency-hired QA/oversight consultant Technical review of construction shop drawings ✓ Technical review of construction material submittals ✓ Checking of pay quantities ✓ Routine construction inspection ✓ ✓ Quality control testing ✓ Verification testing ✓ ✓ Acceptance testing ✓ Approval of progress payments for construction progress ✓ Approval of construction post-award QM/QA/QC plans ✓ ✓ Report of nonconforming work or punchlist. ✓ Effective QM Practices: Effective QM Practices that contributed to the success of the SH 130 Project are described below:  Co-location: Due to the magnitude of the project, it was critical for all parties to be co- located on the project.  Escalation Matrix: An escalation matrix was developed to provide a clear chain of command for escalating issues that could not be agreed upon, while promoting the resolution of issues at the lowest possible levels.  Clarification Requests and Reports: Field clarification requests were used to clarify plans that had disconnects or discrepancies. Construction Deficiency Reports and Non- Conformance Reports were used to track non-conforming materials and workmanship.  The Web-Based EDMS: The Electronic Laboratory Verification Information System (ELVIS) is a set of web-based data management and engineering analysis tools originally 121

developed to process material testing data and to transmit them electronically to TxDOT for statistical validation. To meet the project needs, ELVIS was further expanded to support CQAF construction inspection reporting and manage pavement surface ride quality.  Industry Review Process: The industry review process included the development of a risk allocation table as a trade-off with the proposers and includes a reiterative cycle of subtasks. 4.6 Case Study Synthesis This section includes a series of tables summarizing the key details of all the case studies. The purpose of these tables is to provide a visual manner in which to compare the various case studies and recognize key trends. While these tables certainly do not tell the full story of any of the case studies and cannot capture all of the unique features of and methods used on each project, they are nonetheless useful for distilling each project into its key quality constituents. 4.6.1 Relationship between Delivery Method and QAO Table 4-12 lists the case studies along with their delivery, procurement, and payment methods and their identified QAO type as well. While it is theoretically possible to use a number of different QAO models for a given project delivery method, the case studies analyzed suggest that certain QAOs may be well suited for particular delivery methods. For example, while a project using the PPP delivery method could theoretically structure its QAO to include the owner in design or construction quality management roles, such a system was not found in the case studies. Instead, of the two PPP projects studied, both utilized the Acceptance QAO in which the owner only performs project acceptance and delegates the remaining QM roles and responsibilities. Table 4-12 – Delivery, Procurement, and Payment Methods and QAO # Agency Name QAO Delivery Method Procurement Method Payment Provisions 1 WSDOT George Sellar Bridge Deterministic DBB w/eci Best value Lump sum 2 ODOT Willamette River Bridge Deterministic CMGC Best value GMP 3 TriMet Portland Transit Mall Deterministic CMGC Best value GMP 4 USACE Tuttle Creek Dam Deterministic CMGC QBS Prog. GMP 5 UDOT Mountain View Corridor Assurance CMGC Best value GMP 6 CDOT US 160 4th Lane Addition Oversight Mod. DB Low bid Lump sum 7 UDOT I-15 Widening-Beck Street Oversight DB Best value Lump sum 8 MnDOT Hastings River Bridge Oversight DB Best value Lump sum 9 FDOT I-595 Express Corridor Acceptance PPP Best value Lump sum 10 TxDOT SH130 Turnpike Extension Acceptance PPP Best value Lump sum GMP – Guaranteed Maximum Price; QBS – Quality Based Selection; Prog. GMP – Progressive GMP, multiple bid packages with separate GMPs for each package All three of the case studies using the DB delivery method used the Oversight QAO model. The Oversight QAO leaves all design and construction QA and QC functions in the hands of the designer, contractor, or design-builder. While an owner could retain a QA function if desired as 122

found in the Assurance QAO, this was not found in the case studies examined. Similarly, while a project using DBB delivery could potentially allow the contractor to assume a quality assurance role as found in an Assurance QAO, the baseline QAO and the one used on the WSDOT project studied was the Deterministic QAO. The Deterministic arrangement of quality roles accurately reflects the baseline QM system and it would be expected to be found on most DBB projects. In contrast, the case studies, which used the CMGC delivery method, showed slightly more variation in their QAOs. While three of the case studies utilized a Deterministic QAO, the fourth, Mountain View Corridor, made use of an Assurance QAO. The Assurance QAO allows the designer to perform its own design QC without interference from the owner and its use on the Mountain View Corridor project may reflect UDOT’s long period of experience and comfort with the CMGC delivery method. Table 4-13 provides a succinct summary of the QM roles and responsibilities, which must be assigned under each QAO model. Only four of the five QAO models were found in the case studies as none of them made use of the Variable QAO. The QAOs show very little variation for the most part. However, case studies 2 and 3, which both used the CMGC delivery method, as shown in table 4-13 show some deviation from the other case studies using Deterministic QAOs. The primary difference is the sharing of the design QC function between the owner, designer, and builder. In fact, were it not for the sharing of this role, these case studies would have been listed as using an Assurance QAO. On each of these projects however, the owner wanted to maintain an active role in design QC despite outsourcing most of the projects’ design. 123

Table 4-13 – Summary of Varying Quality Roles Quality Management Roles and Responsibilities # QAO Project Acceptance Design QC Design QA Const. QC Const. QA Indep. Assurance OVT O D B O D B O D B O D B O D B O D B D B B 1 Deterministic ✔ ✔ ✔ ✔ ✔ ✔ 2 Deterministic ✔ ✔ ✔ ✔ ✔ ✔ ✔ ✔ ✔ 3 Deterministic ✔ ✔ ✔ ✔ ✔ ✔ ✔ ✔ ✔ 4 Deterministic ✔ ✔ ✔ ✔ ✔ ✔ 5 Assurance ✔ ✔ ✔ ✔ ✔ ✔ ✔ 6 Oversight ✔ ✔ ✔ ✔ ✔ ✔ 7 Oversight ✔ ✔ ✔ ✔ ✔ ✔ ✔ 8 Oversight ✔ ✔ ✔ ✔ ✔ ✔ ✔ 9 Acceptance ✔ Conc Conc Conc Conc Conc ✔ 10 Acceptance ✔ Conc Conc Conc Conc Conc ✔ O – Owner; D – Designer; B – Builder; Conc – Concessionaire 4.6.2 Documents Required Before Contract Award Quality management is not a static process but rather is affected by decisions made at all points along a project’s timeline from conception to ribbon cutting. One milestone where decisions must be made that will affect the overall quality of the project is just before the release of procurement documents like RFQs and RFPs. Table 4-14 lists the documents that were required to be submitted by interested designers, builders, or design-builders before the award of any contracts for design or construction. Those documents marked with a plus sign were specifically listed as being evaluated as part of the award decision. 124

Table 4-14 – Summary of Required pre-Award Submittals Required Proposal/Bid Package Submittals Case Study Number 1 2 3 4 5 6 7 8 9 10 Qualifications of Design Quality Manager ✔+ ✔+ ✔+ ✔+ ✔+ ✔+ Qualifications of Construction Quality Manager ✔ ✔+ ✔+ ✔+ ✔+ Qualifications of other QM personnel ✔+ ✔+ ✔+ ✔+ ✔+ ✔+ Design quality management plan ✔+ ✔+ ✔+ ✔+ ✔+ Design criteria checklists ✔+ ✔+ ✔+ ✔+ Construction quality management/control plan ✔+ ✔+ ✔+ Construction testing matrix ✔+ ✔ Quality-based incentive/disincentive features ✔+ ✔ Warranties ✔ ✔ ✔+ +: Evaluated to make award decision(s) Four case studies required submission of one of these documents or less before making award decisions. Of these four, three, with the exception of the sole DBB project, required several of these documents were after the award. For the remaining six case studies, the most common documents required were the qualifications of design quality managers (6 case studies), of other QM personnel (6), of the construction quality manager (5), and the design QMP (5). From this information, the owners of these six projects valued incorporating quality into their projects from the start. 4.6.3 Inventory of Emerging Tools Each of the case studies furnished a number of QM tools considered non-traditional that project participants indicated as beneficial to their project. Table 4-15 lists the primary tools identified and divides them into two groups: those used before the award of design or construction contracts and those used after. Use of the pre-award tools can help to ensure clarity in the procurement process, to modify project requirements, and to adjust quality requirements when it is prudent to do so. Owner, design-builders and concessionaires can use the post-award tools to improve aspects of QM along all the phases of a project after selecting a designer and contractor. One of the reasons for dividing the tools in this manner was to draw attention to the importance of when to incorporate quality in to a project. Traditional QM methods are reactive and emphasize QC testing to evaluate quality after completion of portions of a project. Most of the emerging tools discovered in the case studies are used not to measure if quality standards were met, as in QC testing, but rather to plan for and build quality into the project long before any designs are complete or any construction is started. Later research efforts will explore under what circumstances these tools might be used and with which QAOs they are compatible. 125

Table 4-15 – List of Emerging Alternative QM Tools Pre-award Tools Post-award Tools  Owner led o Pre-bid meeting with focus on quality o Industry review of draft RFP with focus on quality o ISO 9000 certification for organization, project, or team member o Alternative QM approaches in procurement o Quality based selection of contractors/subcontractors (project- specific prequalification) o Use of warranties (performance or materials)  Contractor led o One-on-one meetings during procurement with a focus on alternative quality o Contractor proposed alt. quality standards/specification deviations o “Red Flag” review of standard specs o Alternative Technical Concepts (ATCs) Design process  Design review: o External contractor panel input o Independent party review (agency, staff extension) o Over-the-shoulder agency reviews o In-progress design workshops o Discipline task force (parallel entire project) Construction process  Teaming: o Formal partnering with regulatory agencies o Formal team partnering/goal-setting process o Co-location of QM personnel o Discipline task force (parallel entire project) o No low bid requirement for subcontractors o Use of dual CEI/OCEI roles  Process control: o Innovation in witness and hold points o Continuous internal process audit o Real time electronic QM information management o Financial incentive/disincentives for quality o Contractor “controlled” QC testing o Innovation in clarification reports  Training: o ISO 9000 training of sub-contractors o Project-specific QM team training OCEI – Oversight CEI 4.7 Summary As seen in this chapter, great time and consideration was given to the identification and selection of the case studies used for this report and to ensuring that they were conducted using a rigorous and thorough methodology. After conducting the case studies, the information gathered was distilled into the full case studies found in the appendices and synthesized in the tables at the end of this chapter. Case studies were examined for their successes related to alternative QM as well as a breakdown of the primary design and construction QM roles and responsibilities. This information was then used to craft a QAO diagram for each case study which was then matched to one of the five primary QAOs identified in Chapter 3. Each of the ten case studies conducted for this project provided a wealth of information regarding the implementation of alternative QMSs and a number of innovative alternative QM tools. 126

TRB’s National Cooperative Highway Research Program (NCHRP) Web-Only Document 212: Alternative Quality Management Systems for Highway Construction documents the research process, data collection and analysis used to develop NCHRP Report 808: Guidebook on Alternative Quality Management Systems for Highway Construction .

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Healthcare Quality Management

A case study approach.

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Zachary Pruitt, PhD, MHA, FACHE

Candace Smith, PhD, RN, NEA-BC

Eddie Perez-Ruberte,

Healthcare Quality Management: A Case Study Approach is the first comprehensive case-based text combining essential quality management knowledge with real-world scenarios. With in-depth healthcare quality management case studies, tools, activities, and discussion questions, the text helps build the competencies needed to succeed in quality management.

Written in an easy-to-read style, Part One of the textbook introduces students to the fundamentals of quality management, including history, culture, and different quality management philosophies, such as Lean and Six Sigma. Part One additionally explains the A3 problem-solving template used to follow the Plan-Do-Study-Act (PDSA) or Define, Measure, Analyze, Improve, and Control (DMAIC) cycles, that guides your completion of the problem-solving exercises found in Part Two. The bulk of the textbook includes realistic and engaging case studies featuring common quality management problems encountered in a variety of healthcare settings. The case studies feature engaging scenarios, descriptions, opinions, charts, and data, covering such contemporary topics as provider burnout, artificial intelligence, the opioid overdose epidemic, among many more.

Serving as a powerful replacement to more theory-based quality management textbooks, Healthcare Quality Management provides context to challenging situations encountered by any healthcare manager, including the health administrator, nurse, physician, social worker, or allied health professional.

• 25 Realistic Case Studies–Explore challenging Process Improvement, Patient Experience, Patient Safety, and Performance Improvement quality management scenarios set in various healthcare settings
• Diverse Author Team–Combines the expertise and knowledge of a health management educator, a Chief Nursing Officer at a large regional hospital, and a health system-based Certified Lean Expert
• Podcasts–Listen to quality management experts share stories and secrets on how to succeed, work in teams, and apply tools to solve problems
• Quality Management Tools–Grow your quality management skill set with 25 separate quality management tools and approaches tied to the real-world case studies
• Competency-Based Education Support–Match case studies to professional competencies, such as analytical skills, community collaboration, and interpersonal relations, using case-to-competency crosswalks for health administration, nursing, medicine, and the interprofessional team
• eBook Access–Included with print purchase so you can continue your studies on the go on mobile devices and computers
• Comprehensive Instructor’s Packet–Includes PPTs, extensive Excel data files, an Instructor’s Manual with completed A3 problem-solving solutions for each Case Application Exercise, and more!
• Student ancillaries–Includes data files and A3 template

Acknowledgments

List of Audio Podcast Interviews

PART ONE: FOUNDATIONAL PRINCIPLES IN QUALITY MANAGEMENT

1. The Challenge

2. The Innovators

3. The Mindset

4. The Culture

5. The Casebook

6. The Template

PART TWO: CASES IN HEALTHCARE QUALITY MANAGEMENT

Process Improvement

Case 1. A Summer Internship Journal

Case 2. Claims Payment Processing

Case 3. Return-to-Work at a Home Healthcare Agency

Case 4. The Ophthalmologist Who Could Not See (The Waste)

Case 5. Building a New IR Suite

Case 6. Emergency Department Heroes

Patient Experience

Case 7. Hurricane Mia Hits the Patient Access Call Center

Case 8. The Cowboy Doctor’s Patient Experience

Case 9. Patient Navigation at the Orthopedic Clinic

Case 10. HCAHPS and the Quiet-at-Night Measure

Case 11. Discharge Phone Calls (En Español)

Case 12. Patient Experience in Home Care

Patient Safety

Case 13. Reducing Patient Falls: The Sleuth Resident

Case 14. Sustaining Hand Hygiene

Case 15. A Warning Letter From the State Regulator

Case 16. Failure-to-Rescue

Case 17. CLIF’s Medication Errors

Case 18. A Mom’s Story of Sepsis

Performance Improvement

Case 19. Operating Room Recovery

Case 20. Opioid Overdoses in the Emergency Department

Case 21. The Lunchroom: Physician Engagement at a PCMH

Case 22. The Fulfillment Affair

Case 23. Composite Quality Score

Case 24. Both/And Thinking in Readmission Prevention

Case 25. Community Collaboration for Suicide Prevention

A: Glossary

B: Case Study to Data File Matrix

C: Case Study to Healthcare Setting Matrix

D: Quality Management Tools and Approaches Matrix

E: A3 Problem-Solving Template

Zachary Pruitt, PhD, MHA, FACHE , is an Associate Professor at the University of South Florida College of Public Health. Dr. Pruitt teaches health services management, quality management, strategic planning, and topics related to the United States healthcare delivery system.

Candace S. Smith, PhD, RN, NEA-BC, is chief nursing officer at Manatee Memorial Hospital.

Eddie Pérez-Ruberté, MS, is senior Lean project manager at BayCare Health Systems who leads the deployment of the Lean management system and culture. Eddie is a certified Lean expert and a certified Six Sigma Black Belt from the American Society for Quality. He also helps organizations implement Lean programs through his consulting company, Areito Group. Eddie is an instructor for the Institute of Industrial and Systems Engineers where he teaches Lean and Six Sigma and certifies students in these methodologies at multiple universities and healthcare organizations across the United States.

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Healthcare Quality Management: A Case Study Approach 1st Edition

Healthcare Quality Management: A Case Study Approach is the first comprehensive case-based text combining essential quality management knowledge with real-world scenarios. With in-depth healthcare quality management case studies, tools, activities, and discussion questions, the text helps build the competencies needed to succeed in quality management.

Written in an easy-to-read style, Part One of the textbook introduces students to the fundamentals of quality management, including history, culture, and different quality management philosophies, such as Lean and Six Sigma. Part One additionally explains the A3 problem-solving template used to follow the Plan-Do-Study-Act (PDSA) or Define, Measure, Analyze, Improve, and Control (DMAIC) cycles, that guides your completion of the problem-solving exercises found in Part Two. The bulk of the textbook includes realistic and engaging case studies featuring common quality management problems encountered in a variety of healthcare settings. The case studies feature engaging scenarios, descriptions, opinions, charts, and data, covering such contemporary topics as provider burnout, artificial intelligence, the opioid overdose epidemic, among many more.

Serving as a powerful replacement to more theory-based quality management textbooks, Healthcare Quality Management provides context to challenging situations encountered by any healthcare manager, including the health administrator, nurse, physician, social worker, or allied health professional.

• 25 Realistic Case Studies–Explore challenging Process Improvement, Patient Experience, Patient Safety, and Performance Improvement quality management scenarios set in various healthcare settings
• Diverse Author Team–Combines the expertise and knowledge of a health management educator, a Chief Nursing Officer at a large regional hospital, and a health system-based Certified Lean Expert
• Podcasts–Listen to quality management experts share stories and secrets on how to succeed, work in teams, and apply tools to solve problems
• Quality Management Tools–Grow your quality management skill set with 25 separate quality management tools and approaches tied to the real-world case studies
• Competency-Based Education Support–Match case studies to professional competencies, such as analytical skills, community collaboration, and interpersonal relations, using case-to-competency crosswalks for health administration, nursing, medicine, and the interprofessional team
• eBook Access–Included with print purchase so you can continue your studies on the go on mobile devices and computers
• Comprehensive Instructor’s Packet–Includes PPTs, extensive Excel data files, an Instructor’s Manual with completed A3 problem-solving solutions for each Case Application Exercise, and more!
• Student ancillaries–Includes data files and A3 template
• ISBN-10 0826145132
• ISBN-13 978-0826145130
• Edition 1st
• Publisher Springer Publishing Company
• Publication date February 21, 2020
• Language English
• Dimensions 7.2 x 0.8 x 9.9 inches
• Print length 404 pages
• See all details

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About the author.

Zachary Pruitt, PhD, MHA, FACHE , is an Associate Professor at the University of South Florida College of Public Health. Dr. Pruitt teaches health services management, quality management, strategic planning, and topics related to the United States healthcare delivery system.

Candace S. Smith, PhD, RN, NEA-BC, is chief nursing officer at Manatee Memorial Hospital.

Eddie Pérez-Ruberté, MS, is senior Lean project manager at BayCare Health Systems who leads the deployment of the Lean management system and culture. Eddie is a certified Lean expert and a certified Six Sigma Black Belt from the American Society for Quality. He also helps organizations implement Lean programs through his consulting company, Areito Group. Eddie is an instructor for the Institute of Industrial and Systems Engineers where he teaches Lean and Six Sigma and certifies students in these methodologies at multiple universities and healthcare organizations across the United States.

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• Publisher ‏ : ‎ Springer Publishing Company; 1st edition (February 21, 2020)
• Language ‏ : ‎ English
• Paperback ‏ : ‎ 404 pages
• ISBN-10 ‏ : ‎ 0826145132
• ISBN-13 ‏ : ‎ 978-0826145130
• Item Weight ‏ : ‎ 1.6 pounds
• Dimensions ‏ : ‎ 7.2 x 0.8 x 9.9 inches
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Top 40 Most Popular Case Studies of 2021

Two cases about Hertz claimed top spots in 2021's Top 40 Most Popular Case Studies

Two cases on the uses of debt and equity at Hertz claimed top spots in the CRDT’s (Case Research and Development Team) 2021 top 40 review of cases.

Hertz (A) took the top spot. The case details the financial structure of the rental car company through the end of 2019. Hertz (B), which ranked third in CRDT’s list, describes the company’s struggles during the early part of the COVID pandemic and its eventual need to enter Chapter 11 bankruptcy. 

The success of the Hertz cases was unprecedented for the top 40 list. Usually, cases take a number of years to gain popularity, but the Hertz cases claimed top spots in their first year of release. Hertz (A) also became the first ‘cooked’ case to top the annual review, as all of the other winners had been web-based ‘raw’ cases.

Besides introducing students to the complicated financing required to maintain an enormous fleet of cars, the Hertz cases also expanded the diversity of case protagonists. Kathyrn Marinello was the CEO of Hertz during this period and the CFO, Jamere Jackson is black.

Sandwiched between the two Hertz cases, Coffee 2016, a perennial best seller, finished second. “Glory, Glory, Man United!” a case about an English football team’s IPO made a surprise move to number four.  Cases on search fund boards, the future of malls,  Norway’s Sovereign Wealth fund, Prodigy Finance, the Mayo Clinic, and Cadbury rounded out the top ten.

Other year-end data for 2021 showed:

• Online “raw” case usage remained steady as compared to 2020 with over 35K users from 170 countries and all 50 U.S. states interacting with 196 cases.
• Fifty four percent of raw case users came from outside the U.S..
• The Yale School of Management (SOM) case study directory pages received over 160K page views from 177 countries with approximately a third originating in India followed by the U.S. and the Philippines.
• Twenty-six of the cases in the list are raw cases.
• A third of the cases feature a woman protagonist.
• Orders for Yale SOM case studies increased by almost 50% compared to 2020.
• The top 40 cases were supervised by 19 different Yale SOM faculty members, several supervising multiple cases.

CRDT compiled the Top 40 list by combining data from its case store, Google Analytics, and other measures of interest and adoption.

All of this year’s Top 40 cases are available for purchase from the Yale Management Media store .

And the Top 40 cases studies of 2021 are:

1.   Hertz Global Holdings (A): Uses of Debt and Equity

2.   Coffee 2016

3.   Hertz Global Holdings (B): Uses of Debt and Equity 2020

4.   Glory, Glory Man United!

5.   Search Fund Company Boards: How CEOs Can Build Boards to Help Them Thrive

6.   The Future of Malls: Was Decline Inevitable?

7.   Strategy for Norway's Pension Fund Global

8.   Prodigy Finance

9.   Design at Mayo

10. Cadbury

11. City Hospital Emergency Room

13. Volkswagen

14. Marina Bay Sands

15. Shake Shack IPO

16. Mastercard

17. Netflix

18. Ant Financial

19. AXA: Creating the New CR Metrics

20. IBM Corporate Service Corps

21. Business Leadership in South Africa's 1994 Reforms

22. Alternative Meat Industry

23. Children's Premier

24. Khalil Tawil and Umi (A)

25. Palm Oil 2016

26. Teach For All: Designing a Global Network

27. What's Next? Search Fund Entrepreneurs Reflect on Life After Exit

28. Searching for a Search Fund Structure: A Student Takes a Tour of Various Options

30. Project Sammaan

31. Commonfund ESG

32. Polaroid

33. Connecticut Green Bank 2018: After the Raid

34. FieldFresh Foods

35. The Alibaba Group

36. 360 State Street: Real Options

37. Herman Miller

38. AgBiome

39. Nathan Cummings Foundation

40. Toyota 2010

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Organizational Approach to Total Quality Management: A Case Study

The Malaysian Administrative Modernization and Management Planning Unit (MAMPU) has outlined Total Quality Management (TQM) by means of seven core principles: (1) top management commitment, (2) strategic quality planning, (3) customer focus, (4) training and recognition, (5) enhancing teamwork, (6) performance measurement, and (7) quality assurance. Malaysian organizations are encouraged to apply these core principles in order to attain competitive advantage in the marketplace. The present study has made an attempt to survey the level of awareness and implementation of these principles in a typical Malaysian organization. The data has been collected through a questionnaire survey and interviews. Seventy two of the total of 125 employees of the organization participated in the survey. Details of the findings are discussed and implications are highlighted.

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Ashraf Labib

Purpose – The purpose of this paper is to develop a measurement framework to evaluate the lean readiness level (LRL) and lean systems (LS) within Kuwaiti small and medium-sized manufacturing industries (K-SMMIs). A measurement framework which encompasses the quality practices related to LS (processes; planning and control; human resources; top management and leadership; customer relations; and supplier relations) is used to assess the quality practices in K-SMMIs and determine whether they have the foundation to implement LS. Design/methodology/approach – The authors conducted a comprehensive literature review, semi-structured interviews with 27 senior managers, and a quantitative survey administered to 50 K-SMMIs. The responses were entered into SPSS software to conduct a reliability test and independent sample t-test. Findings – The results indicate that current quality practices within K-SMMIs are not very supportive towards LS. Many factors are revealed to affect K-SMMIswith respect to LS, including language barriers, and deficiencies in aspects including quality workers in terms of education and skills; technology; government attention; know-how regarding LS; market competitiveness; and urgency for adopting LS. Research limitations/implications – Very limited information is available on LS and QI in Kuwait. The LRL framework should be tested in small and medium-sized manufacturing industries (SMMIs) that successfully use LS, in order to provide a benchmark. The study’s findings can be used as an internal checklist prior to and during lean implementation. Originality/value – This LS and LRL measurement framework relating to K-SMMIs represents a unique effort in the area of lean management.

Fidelis I Emoh

Khalid Farrag

ePublications@SCU is an electronic repository administered by Southern Cross University Library. Its goal is to capture and preserve the intellectual output of Southern Cross University authors and researchers, and to increase visibility and impact through open access to researchers around the world. For further information please contact [email protected]. Publication details Mohd Saudi, MH 2014, 'The effects of the performance management system and the organisational culture on the employees attitude in Malaysian government statutory bodies : a case study of Majlis Amanah Rakyat (MARA)', DBA thesis,

Dilip Mutum

ABSTRACT This study provides a demographic and psychographic profile of Malaysian dietary supplement users. There were significant differences between regular and non-regular users were only noted in terms of age, marital status, number of children and personal income while there was no significant difference for other demographic variables. Six psychographic dimensions were identified. Regular users of dietary supplements could be considered as price conscious and brand triers.

ADVANCES IN GLOBAL BUSINESS RESEARCH

Mohd Azwardi Md Isa

Ahmed M E Mansour

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Indra Putra Almanar

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ISO 9001 - Quality Management Systems

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ISO 9001 is a globally recognized quality management system (QMS) standard. It provides a framework for organizations to meet customer and regulatory requirements and consistently improve their processes. ISO 9001's key principles include customer satisfaction, leadership, process approach, and continuous improvement.

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ISO 9001 is a standard for a structured path to quality management with specific guidelines and certification. Certification enhances your reputation and opens new market opportunities. Regular audits and continuous improvement help streamline operations and boost customer satisfaction. Total Quality Management (TQM) is a management philosophy for continuous, organization-wide improvement. It emphasizes long-term success through customer satisfaction and involves all members of an organization. TQM has no formal certification and focuses on culture change, employee involvement, and quality tools like Six Sigma and Lean.

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What are the challenges to quality in modern, hybrid general practice? A multi-site longitudinal study

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• ORCID record for Rebecca Elizabeth Payne
• ORCID record for Laiba Husain
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• For correspondence: [email protected]

Background Since 2022, general practice has shifted from responding to the acute challenges of COVID-19 to restoring full services, using remote and digital modalities as well as traditional in-person care. Aim To examine how quality domains are addressed in contemporary UK general practice. Design and setting Multi-site, mostly qualitative longitudinal case study, placed in national policy context. Method Data were collected from longitudinal ethnographic case studies of 12 general practices (2021-2023); multi-stakeholder workshops; stakeholder interviews; patient surveys; official reports; and publicly-accessible patient experience data. Data were coded thematically and analysed using Institute of Medicine domains, Starfield’s core features of primary care and sociological and socio-technical theories. Results Quality efforts in UK general practice occur within cumulative impacts of financial austerity, loss of resilience, increasingly complex patterns of illness and need, a diverse and fragmented workforce, infrastructure unfit for purpose, and distanciated ways of working. Providing the human elements of traditional general practice is difficult and sometimes impossible. Triage systems designed to increase efficiency have introduced new forms of inefficiency and compromised other quality domains. Long-term condition management varies in quality; amidst some convenience gains, some practices rely on remote, asynchronous data entry by patients and fragmented care by underqualified staff. Measures to mitigate digital exclusion do not compensate for extremes of structural disadvantage. Many staff are stressed and demoralised. Conclusion Contemporary hybrid general practice features changes with the unintended effect of dehumanising, compromising and fragmenting care. Risks to patients and the core values of general practice should be urgently addressed.

• Received March 26, 2024.
• Accepted June 21, 2024.
• Copyright © 2024, The Authors

This article is Open Access: CC BY license ( https://creativecommons.org/licenses/by/4.0/ )

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