Quality assurance systems—nearly all successful businesses, from the very
smallest to the very largest, have quality assurance systems in place. But what exactly is
a quality assurance system in the home building industry, and are there standards that
define such a system?
The International Organization for Standardization (ISO) in
Geneva, Switzerland first published ISO 9000 quality system standards in 1987. Almost all
countries, including the USA, have adopted it as their national quality standard.
ISO 9000 is primarily concerned with a quality assurance
process that applies universally to all industries. ISO 9000 defines the key principles
for quality assurance and standards for rigorous conformance to specifications. In
its application to homebuilding, ISO 9000 ensures strict conformance to the proper
use of building materials in conformance to building codes, engineered designs, and
manufacturer’s specifications.
ISO 9000 is a Quality assurance System that can be summed up
in four words: PLAN, DO, CHECK, and ACT.
PLAN. Answering the "five W’s" (who,
what, when, where, why) and "How," will create objectives within your
organization to guide what you do. For our industry, planning deals with what resources
will be applied to the construction process, including labor, materials, tools, and
equipment. A combination of codes, regulations, scopes of work, and standard operating
procedures must define how these resources are used. Quality plans also define how the
quality system will be managed.
DO. This is easy. Simply do what you say. In this
phase of quality assurance, the plan is put into motion and work on the jobsite is
performed.
CHECK. Check that you are doing what you say. Document
what happens, check that against the customer’s requirements, and record the results.
A production record will verify what actually occurred on each job and the crew chief will
keep track of all materials used, critical discussions made, and will sign-off upon
completion of the job.
ACT. Improve what you do. Identify ways that your
systems can be improved and revise them as needed. In order to avoid recurrent problems,
adjust the plan so that the root cause of the problem is removed. This could involve using
better materials, improving construction methods, or adding more training for craftsmen.
The ISO standards do not tell a business how to structure
these basic principles because all businesses are unique. Instead, they help to establish
quality as a foundation for success. Conceptually, many businesses have the framework of
the ISO requirements integrated into how they currently do business, but they are unaware
that most of the work is already done. More companies would likely apply for ISO
certification if they clearly understood what it is and how much their organizations would
benefit.
The key to achieving quality assurance is not to reinvent
your company in the image of these principles. Rather, the secret lies in realizing how
your company already conforms to these guidelines and enhancing these areas where
something is lacking as you plan and follow through on your quality objectives.