Welcome to our Presentation On Factors Affecting the Implementation of SEL (Structural Engineers Limited) Product Quality Standards

Prepared By Samsul Alam.. ID: 05-02 Mohibul Islam ID: 05-10 Chanchal Molla..... ID: 05-14 Debashis Barua. ID: 05-15 Md. Habibur Rahman .. ID: 05-32 Farhana Sultana. ID: 05-38 Md. Mehedi Shamim. ID: 05-41

Acknowledgement
To our honorable teacher Abu Naser Mohammad Saif

Overview of the product

Our visited org. : The structural engineers limited (SEL) (1983)

Organizations Products: buildings, bridges, food go downs, hospitals, cyclone shelters, sub-station buildings etc. Quality statements of SEL: Its Vision: Developing planned habitat for future generations Mission: Creating environment friendly dwellings for ultimate satisfaction of customer To transfer the contact on time toachive a very high commitment and quality of SEL product Quality Policy:Based on the philosophy Quality comes first, Profit is its logical sequence, SEL aims-

Overview of the product (cont..)

Quality Policy:Based on the philosophy Quality comes first, Profit is its logical sequence, SEL aims-

Core values: i) Quality: Committed to provide high quality in all aspect all time. Ii) Faith: Total faith in almighty Allah. III) Trust: Trusting relationship amongst all in our characteristics. IV) Team work: Collective and unselfish efforts towards achieving common goals. V) Dedication: Devoting ones self vision and mission betterment to SEL. VI) Professionalism: High professional competency in all activities.

Concern about the product

quality comes first, profit is its logical sequence

Target customer Upper & upper middle class: doctors, engineer, banker, multinational employee-80%

Total Quality
In manufacturing, quality is a measure of excellence or a state of being free from defects, deficiencies and significant variations
Total Quality Management (TQM) is a comprehensive and structured approach to organizational management that seeks to improve the quality of products and services through ongoing refinements in response to continuous feedback.

The following factors affect the SELs product quality: input- process-output:
Raw materials Land (buying or contract with land owner) Processing construction with own machinery, labor & technology Final product Flat, shop, commercial space , hotel & motel and other habitats.

Total Quality Management

Layout (Mathematical evaluation): SEL, a manufacturer of building construction is designing an assembly line to produce a new building. Its production line to be designed to make 29 apartments from 104 weeks. The plant will be operating 56 hours per week. Work A B C D E F G H I J K L element Fetching sand Fetching cement Fetching brick Fetching steel Break brick Mixture the materials Pouring the Mixture Description Time (second) 3153600 3153600 3153600 3153600 10091520 6307200 2522880 immediate predecessors none none none none C A, B, E F, D G H I J K

Supporting by wood & bamboo2522880 pouring water on concrete Building the room Using tiles Final building Total 12614400 6307200 3784320 6307200 63072000

Total Quality Management (cont..)

PRECEDENCE DIAGRAM:

A B C D

F E G H I J K L

Logical Argument for implementation: Appropriate layout enhances the quality.

9 Dimensions of SEL product quality

1. Performance: Performance refers to the primary product characteristics. After the inception of the company, it started making significant contributions mainly in the field of Civil Engineering and gathered wide experience by completing diverse structures including buildings, bridges, food go downs, hospitals, cyclone shelters, sub-station buildings etc. 2. Features: Features refer to the secondary characteristics of the SEL product quality. For example, Electricity, Gas& water facilities of the building. 3. Conformance: Conformance means meting specifications or company standards. The authorities of SEL are true to their word and quality standard to enhance the trust in SEL products. For example they strictly maintain the principle for earthquake prevention systems in their construction.

9 Dimensions of SEL product quality (cont..)

4. Reliability:
Raw Materials Supplier Types Steel BSRM 60 grade to 300 grade Cement HOLCIM Standard Pack Brick AB Bricks Number 1 5. Durability: Durability means the useful life of the product including repairmen. If customers fail to use the products of their expected time period the product sell will be decrease at a high rate. So ensuring the product durability is important concern of SEL. 6. Service: Service means resolution of problems and complaints as well as easy of repairmen. Nowadays customers are more conscious about the after sales service and repairmen. The SEL ensure their customers about after sales service and repair. They have a separate service and repair department to response customer complaint quickly.

9 Dimensions of SEL product quality (cont..)

7. Response: Response refers to the human-to-human interface such as the courtesy of the builders. Quality products should be used to communicate with good response by the respective company. 8. Aesthetics: It is the product outfit value that is a sensory charecteristics. It should be possesed to have a good looking exterior finish to be fascinating to the customer. 9. Reputation: Reputation plays a very cruical role for a company to retain their customer. It is the past performance and other intangibles in the eye of customer.

TQM at SEL
Leadership
A Leader is one who heads an organization who heads an organization or a department or a group of people to carry out certain tasks assigned to them or accepted by them as a single entity to the satisfaction of all. Logical Argument for implementation: The person behind structural engineers limited (SEL) is Mr. Md. Abdul Awal, a graduate civil engineer of 1977 from BUET. He is the senior leader who sets the directions and creates customer focus, clear & visible values and high expectations.

TQM at SEL (cont..)

Customer Satisfaction
Manufacturing and service organizations are using customer satisfaction as the measure of quality. This fact is reflected in Malcolm Baldridge National Quality Award, where customer satisfaction accounts for 30% of the total points. Employee Involvement: Employee involvement is one of the approch to improving quality and productivity. Involving employee,empowering them,and bringing them into the decision making process provides the opportunity for continuous process improvement. SEL assures employee involvement throughSuggestion system 360 degree performance appraisal Empowerment Employee survey

TQM at SEL (cont..)

Continuous Process Improvement: It is the means for desigining to utilize the resources of the organization to achieve a quality driven culture. Individuals must think,act and speak quality. Supplier-partnership: Customer and supplier have the same goal to satisfy the end user. The better the suppliers quality the better the suppliers long term position because the customer will have better quality.
Supplier approval
Quality of supplier product is measured through ISO/QS 9000 standadrs.

SEL may select sole, multiple or single supplier sourcing.

SEL certifies the best supplier for the year or projects.

Supplier Selection

Certification of suppliers

TQM at SEL (cont..)

Performance Measures: Measuring performance helps to track the motion of how well a company is performing towards achieving its targeted goal by comparing its actual performance. Benchmarking: Benchmarking is the process of improving performance by continuously identifying, understanding, and adapting outstanding practices found inside and outside the organization. Continuous method of measuring and comparing a
firms business processes against those of another firm.

Discover performance gaps between ones own processes and those of leading firms.

Incorporate leading firms processes into ones own strategy to fill the gaps and improve performance.

TQM at SEL (cont..)

Information Technology: Information technology is pre-requisite to ensure effectiveness and effeciency. it is the supporting tool in the value chain model for the primary activities of a company. SEl uses information technology for automated process control system.Their IT tools areTechnical machinery-Hand mixture machine, Roof west, Generator. Software-Auto CAD, 2D, 3D, Studio max etc.

TQM at SEL (cont..)

Statistical Process Control: To improve product quality and service one of the best technical tools is Statstical Process control. This technical tools not only controls the process but has the capability to improve it as well. One of the SPC tools is process flow diagram. The process flow diagram of SEL is given below:
i)Foundation layout vi)Stair casting & wood shuttering work(beam and slab) vii)Beam and slab casting.

ii)placement of footing casting,basement casting

v)Column casting

iii)Grade beam

iv)Column kiker casting underground water reservoir,lift service

Feasibility Analysis of Stated Quality Factors

TQM at SEL (cont..)

3 perspectives regarding SEL product quality
1. Customer Perception of SEL product Quality: TIME, COST AND QUALITY (TCQ) MANAGEMENT IN THE ATTAINMENT OF CLIENT OBJECTIVES: Time: NEDO (1983) states that a disciplined management effort is needed to complete a construction project on time, and that this concerted management effort will help to control both costs and quality.

Cost: Research to date has tended to focus on the technical aspects of managing costs on construction projects in the attainment of client objectives. Quality: To the client, quality may be defined as one of the components that contributes to value for money (Flanagan and Tate, 1997). The goal is customer satisfaction.

TQM at SEL (cont..)

Performance: Performance involves fitness for use- a phrase that indicates that the product and service is ready for the customers use at the time of sale. SEL standardized its performance onAvailability Relaibility Maintainability Features: Features refer to the secondary characteristics of the SEL product quality. For example, Electricity, Gas & water facilities of the building. Services: Service means resolution of problems and complaints as well as easy of repairmen. Nowadays customers are more conscious about the after sales service and repairmen.

TQM at SEL (cont..)

Warranty: The product warrenty represents an organizations public promise of a quality product backed up by a guaruntee of a customer satisfaction. Price: Todays customer is willing to pay higher price to obtain value. customers are constantly evaluating an organizations product and service against those of its competitors to determine who provides the greatest value.

As SELs target customers are upper& upper middle class: doctors, engineer, banker, multinational employee80% , the price is featured as rangable.
Reputation: Customers are willing to pay a premium for a known and trusted brand name and often become customers for life. This because of having a good reputation that helps to retain their customers.

TQM at SEL (cont..)

Company Perception of SEL product Quality
Interesting work: SEL always seeks to satisfy the employees with proving them the task in such a way so as they always feel that the work is actually interesting to them not it becomes the reason of their boringness. Appreciation: The output produced from the effort of the workforce in every time needs to evaluate for further improvement. Involvement: Employee involvement of all departments throughout the org. is essential for participative performance and bright success. Job security: Within the SEL projects and the office where employees work together, the environment is created in such a way so as they never suffer for the security problem for a single moment.

TQM at SEL (cont..)

Good pay: Whenever a person is seeking a job, the main purpose that works behind this effort is to get a good payment by which he or she can afford to ensure a better life. Promotion/growth: In every year SEL is becoming more popular and as a result heir business is expanding over time subsequently. Good working conditions: SEL always tries hard to provide good working conditions so that the customers are satisfied with their contact easily. Loyalty to employees: SEL has a spectrum of loyal employees. They work hard for the org. success. Help with personal problems: The Managing director of SEL, Md. Abdul Awal, a soft hearted human being who always serves the people who are in problem. Tactful discipline: The SEL strictly follows the discipline developed by the org. rule. SEL doesnt compromise with the discipline.

TQM at SEL (cont..)

Government Perception of SEL product Quality
Legal issues developed by RAJUK: RAJUK is one of the lead "Construction Actor" in the development process of Dhaka. The main activities include construction of roads, box-culverts/culverts and bridges and also development, excavation and filling of land. The Building Construction Act, 1952 The Town Improvement Act 1953 The East Bengal Building Construction Act 1952 Relevant Government Policies, Acts, Rules and Plans followed by SEL: Environment: Environment Policy, 1992 and Environment Action Plan, 1992 National Environment Management Plan, 1995 Environmental Conservation Act (ECA), 1995 Environmental Conservation Rules (ECR), 1997 Environmental Courts Act, 2000

TQM at SEL (cont..)

Water Resources: National Water Policy, 2000 National Water Management Plan, 2001 Industry, Occupational Health & Safety and Construction: Industrial Policy, 2005 The Bangladesh Labor Act, 2006 Bangladesh National Building Code (1993, 2006) Land Acquisition/Requisition: Acquisition/ Requisition of Immovable Property Ordinance (ARIPO, 1982)

TQM at SEL (cont..)

ISO 9000: QUALITY STANDARDS IN CONSTRUCTION FOLLOWED BY SEL (STRUCTURAL ENGINEERS LIMITED):

The ISO 9000 clauses:

Most often complied with are those dealing with? (1) Inspection and test status; (2) Inspection And testing; (3) Control of nonconformance product; and (4) Handling, storage, and preservation. The clauses least complied with concern: (1) Design control; (2) Internal auditing; (3) Training; and (4) Statistical techniques. Documentation of a quality system is scarce for the majority of the contractors.

Findings
The following parties are contributing to the product or service quality greatly: i) Suppliers value chain ii) Customers value chain iii) Forward channel allies or strategic partners value chain iv) Company value chain

Recommendation:
Identify and prioritize work flow impediments Balance work flow Change the way material and information are presented Modify the layout or process Implement visual systems Adapt for flexibility Design to meet customer demand *Less time wasted on non-critical improvements Improved productivity of the process Shortened customer response time Optimized inventory levels Improved training techniques