FAQs on ISO 9000 in Construction

Frequently Asked
Questions on ISO
9000 in Construction

I. H. Shah
Consulting Engineer
ISO 9000 onsultant

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Copyright 2008 I.H.Shah

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FAQs on ISO 9000 in Construction

CONTENTS
007

FAQs on ISO 9000 in Construction

What is ISO 9000?

The Philosophy
The Structure of ISO 9000 for Construction Industry.
Main Clauses
One page explanation of all the Clauses of ISO 9001 2000.
What is Quality?
Processes & Procedure
Ten Steps to ISO 9000 Certification
Time & approximate cost for ISO 9000 Certification
A few Indian Construction & Real Estate Companies Certified
Serious concerns raised by Construction Professionals for ISO 9000.

The various issues covers the topics:

This is specific to construction industry. All the questions asked by construction professionals
on ISO 9000 are answered here. What is ISO 9000 & how it can be applied advantageously
for their construction projects? Numerous examples from construction industry are also
provided to clarify many of the ISO 9000 terminology.
The details include explanation of basic requirements of ISO 9000, What is Quality, What is
the Philosophy of ISO 9000, What is the Process Approach, What is the Structure of Quality
system etc. & also covers how you should prepare for ISO 9000 for your construction projects
including approximate cost of certification agencies and cost of consultants.
FAQs also include partial list of Indian Construction & Real Estate companies who have been
certified for ISO 9000.

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FAQs on ISO 9000 in Construction

FAQs on ISO 9000 in Construction

Q.1

What is ISO? What is ISO 9000?

ISO stands for International Organisation for Standardisation.

World wide Organisation.
Established in 1946.
Head office at Geneva, Switzerland.
ISO 9000 Standards
*Released in 1987. * Revision in 1994. *Latest Revision in 2000.
More than 50000 professionals from all over the World contributes to the
development of ISO Standards.
Practical, Tested, Quality Management Standards.
Gets regular feedback from all over the world & updates Quality Management
Standards from time to time.
The current ISO 9000 family of Standards comprises of the following three
standards:

ISO 9000:2000 (Quality Management System - Fundamentals and Vocabulary)

ISO 9001:2000 (Quality Management System - Requirements)
ISO 9004:2000 (Quality Management System - Guidance for
improvement)

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performance

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FAQs on ISO 9000 in Construction

Q. 2

What is the Philosophy behind ISO 9000?

Everything is done through processes.

Bad Processes result into bad Quality.
What is a good Process? What is a bad Process?
Are your processes under control?
Are the results satisfying?
If not improve the process.
Is the Process documented?
Write down process steps clearly.
The Goal is preventing defects.

This is the ISO 9000 Philosophy to attain Quality.

Q. 3 What is the difference between ISO Standards & IS Code requirements?

Ans.

ISO 9000 is a documented Quality Management system. It also provides a detailed

system for corrective and preventive actions.
The approach is to make sure that when you follow ISO 9000 procedures, you
produce Quality that confirms with the requirements and specifications.
IS codes provide Quality requirements and specifications. ISO standards provide
Quality system to achieve the specifications and requirements and how to set up the
system to make sure that your product confirms with requirements.
Let us take an e.g. of Concrete Grade M30. IS 10262 2007 gives complete details
about designing of mix and the specifications required for cement, aggregates, water,
fly ash, admixture, etc.
The design mix also covers other Codes regarding the grading of aggregates etc.
However, the I.S. Codes do not provide a procedure to consistently achieve the
designed grade of concrete. You may have the best mix design, but if your concreting
process is not carefully designed and monitored from time to time, you will never be
able to guarantee the results. You need a Quality Management System to manage
Concrete Quality.

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FAQs on ISO 9000 in Construction

Q. 4

What is the Structure of ISO 9000 Quality Management System for

Construction & Real Estate Co.?

Ans.

I will clarify this with a triangular diagram.

1.

The Top of the triangle is level 1 document showing quality policy and
companys quality manual.

2.

The Second level shows the procedure manual giving the details of key
procedures.

It also spells out responsibilities of individuals for specific

processes.
3.

The Third level gives the details giving work instructions, processes &
procedures.

4.

The Fourth level document consists of records, forms, files, reference

documents and audit reports.
The overall structure of the Quality Management System encompasses the
various levels from (Level 1 to Level 4).

5.

The Bottom of the Pyramid gives the key departments of the Construction
Company viz.
Planning & Design
Tenders & Contract
Construction Execution
Project Management
Quality Assurance
Purchase
Training
Customer Service

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FAQs on ISO 9000 in Construction

ISO 9000
STRUCTURE OF Q.M.S. FOR CONSTRUCTION &
REAL ESTATE CO.

I
Quality Manual
Vision
Mission

II
Procedure Manuals
Responsibilities

III
Work Instructions / Processes / Procedures
Method Statements

VI
Records Forms, Files, Documents, Audit Reports,
Test Reports, Reference Documents

Planning
Design

Tenders
&
Contract

Construction
Execution

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Project
Management

Quality
Assurance

Copyright 2008 I.H.Shah

Customer
Service

Purchase

Training

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FAQs on ISO 9000 in Construction

Q.5

Which are the main clauses of ISO 9001:2000?

The main clauses are as follows:
4. Quality Management System
4.1 General Requirements
4.2 Documentation
4.3 Use of Quality Management Principles
5. Management Responsibility
5.1 Management Commitment
5.2 Customer Focus
5.3 Quality Policy
5.4 Planning
5.5 Administration
5.6 Management Review
6. Resource Management
6.1 Provision of Resources
6.2 Human Resources
6.3 Facilities
6.4 Work Environment
7. Product Realisation
7.1 Planning of realisation processes
7.2 Customer related processes
7.3 Design and / or development
7.4 Purchasing
7.5 Production & service Operation
7.6 Control of measurement device
8. Measurement, Analysis & improvement
8.1 Planning
8.2 Measurement & Monitoring of Product
8.3 Control of Non-conformity
8.4 Analysis of Data
8.5 Improvement

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FAQs on ISO 9000 in Construction

Q.6

Can you give one page explanation of all the Clauses of ISO 9001 - 2000?
Clause 4 is Documentation requirements.
The documents required will be Quality Policy, Quality Procedures & Quality Manual
giving the details of procedures, method statements, check lists, records to be
maintained and controlled.

Clause 5 is Management Responsibility.

Management to take steps to understand customer requirements & to meet them
satisfactorily. Moreover, the Management must plan responsibility & authority of the
personnel to carry out various works.

Clause 6 is Resource Management.

The Management to provide the required resources so that the Quality Management
System is maintained. It is important that the Management appoints qualified &
competent people to carry out various works. Moreover, all the various training needs
are met.

Clause 7 is Product Realisation.

It is necessary that

all the processes required for the product are identified &

implemented. Moreover, Quality objectives are also worked out. Statutory & legal
requirements are identified & met. Design brief need to be prepared covering all the
design requirements. Moreover, design is reviewed, verified & validated from time to
time. All the purchase requirements including specifications, delivery, Quality &
acceptance criterias are identified and implemented.

Clause 8 is Measurement Analysis & Improvements.

Internal Audits are conducted at regular intervals to make sure that the processes are
implemented & the product quality is achieved, as required. Moreover, customer
complains are recorded & resolved. Customer satisfaction is also measured along
with wastage of materials, project cost, completion time. Product Quality deviations
etc. are also measured from time to time.
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FAQs on ISO 9000 in Construction

Q. 7. Are ISO 9000 Q.M. Standards practical for Indian Construction Companies?
Are they really helpful in improving Quality of Indian Construction Companies?
Ans.

Some of the Indian Construction Co. started taking note of ISO 9000 Standards after
1994; although the first ISO 9000 Standards were published in 1987.
Many companies Management & Senior Engineers believed that with illiterate
workforce & unreliable material quality, maintaining high level of quality is not
possible.
I have been working as ISO 9000 Consultant for Construction & Real Estate
Companies since 1993 & have assisted companies to get themselves ISO 9000
certified. I have found that the journey to Quality is definitely slow & painful. But
once the Quality culture sets in, the progress is good.
Safety Work environment cleanliness training Process Approach Method
Statements & Internal Audits have become common buzz words now. These words
were never heard before. The Quality improvement process has started. There is now
a distinct awareness & sensitiveness to Quality improvements.

Q. 8. What is meant by Process and procedures? And why they are considered crucial
in Quality improvement System?
Ans.

Process and procedures provide method statements to carry out any activity. It
clarifies the purpose & scope of activity. It provides answers to various questions :
What shall be done? When? Where? How shall it be done? What materials are
required?
What equipments?
What documents shall be used?
How shall it be
controlled?
What checks and cross checks are required to make sure that the procedure is
correctly followed? What tests have to be carried out? How shall it be recorded?

Q.9.

What is Quality as per ISO 9000?

Ans.

ISO 8402 : 1986 states that the Quality is the totality or features and Characteristics
of a product or service that bears on its ability to satisfy stated or implied needs.
It is important to note that Quality encompasses not only the stated needs but also the
implied needs.
Quality also means that a product is fit for the purpose for which it is meant.
If you offer a house to your customer, it should be delivered as per the specific
requirements spelled out. Moreover it is implied that it is a livable house. It does not
leak, does not crumble or disintegrate but it is durable. The construction is carried out
as per the design and specifications laid down by the I.S.Codes or the codes of the
Local Authorities and the work is carried out by competent persons under expert
supervision.
You specify requirements of a product, you can then compare the requirements and
the actual product delivered.
Quality unfortunately does not mean goodness, Luxury, Rich, Shininess, Weight,
imposing, impressive, Extraordinary, Exceptional or monumental. It simply means
that the product satisfies the stated and implied requirements.

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Copyright 2008 I.H.Shah

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FAQs on ISO 9000 in Construction

Q.10. What is Grade?

Ans. Grade is Category or rank given to a product having the same functional use but
different requirements for Quality. Quality is different from Grade. A building with
Granite Flooring is of higher Grade compared to a building with plain cement tiles.
However the Quality of later may be superior.
Q.11. What prompted setting up ISO 9000 Quality standards?
Ans. Industry often had repeatedly to justify their Quality procedures and methods to
national and foreign customers - often at considerable cost. With the development of
international trade, the need for a common set of universally acceptable standards was
felt, out of this need. ISO 9000 Quality Management and assurance series was
evolved.
ISO 9000 Standards in fact, are a world wide compilation of the best Quality
practices, on which everyone has agreed.
Q.12. Does ISO 9000 Certification Guarantee Quality, Reliability, Safety, Durability
and that the Construction will not deteriorate / Collapse before 60 years?
Ans. The answer is No.
ISO 9000 certification does not guarantee any of these. However ISO 9000
certification means - the company has a quality policy - organisation with spelled out
responsibilities, Manual of procedures, checklists - Review & correction system Regular, Internal & External Auditing. ISO 9000 Quality system is internationally
tested and trusted. As such, ISO 9000 companies, are more likely to deliver quality &
reliable products, compared to those companies, who have no quality system.
Q.13. As a Senior Engineer / Project Manager - I feel frightened and threatened by
ISO Jargon - will ISO 9000 make me redundant?
Ans. ISO 9000 system itself does not make anybody redundant. But under ISO, Everybody
will have to be responsible for doing, what they have agreed to do. In fact, with ISO Engineers & Project Managers have become more effective, Knowledgeable and
responsive.
Q.14. As Construction Company Chairman - I am really worried about the whole new
ISO 9000 system - Can it Paralyse - ruin my present working?
Ans. Yes Mr. Chairman , your concerns are genuine. You have to be careful in selecting
your Consultants - otherwise they can make your life miserable and paralyze your
company - delay your certification - & shift the emphasis in other directions, not
thought of.
Q.15. What are the consequences of obtaining ISO 9000 certification for a construction
/ Real Estate Developer?
Ans. Consequences of Obtaining ISO 9000 certification o You join the ranks of International companies, committed to continuous Quality
improvements.
o You are sure about how your company is working - as you have all the procedures
written down for doing works - administration and technical both.
o Your persons are systematically trained.
o You have a regular Auditing - Reviewing correcting & continuous improvement
system.
o Hopefully your company culture has now Quality as no.1 priority.
o You have a customer care - service dept. which was not there earlier.
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FAQs on ISO 9000 in Construction

Q.16. Is ISO - 9000 a Quality Label?

Ans.

ISO 9000 is not a product quality label or guarantee. ISO does not assess or audit
quality. When an organisation has a management system certified to an ISO 9000
standard, means that an independent auditor has checked, that the processes
influencing quality (ISO 9000) conforms to the relevant standards requirements.

Q.17. What about Documentation?

Ans.

ISO claims that the 2000 version involves less documentation. Documentation can be
split into two parts1. One time documentation, involving preparation of Quality manuals - procedure
manuals - quality plan - formats - check lists - reference documents.
2. Filling up forms - check lists - reviewing processes - conducting review meetings
- customer complains - internal audit reports - suggesting & implementing
improvements. This is a continuous documentation requirement.

Q.18. What is meant by "Continual improvement" - why so much fuss on this?

Ans.

Continual improvement means step by step improvement. If the customer complains

are reduced from 200 in a month, to 50 in a month, that is continual improvement. If
the defects are reduced from 100 to 10, this is continual improvement. Unfortunately,
ISO 9000 presently does not focus on breakthrough improvements & innovation.

Q.19. How can a small construction company adopt the requirements of standards? Is
there any flexibility for small companies?
Ans.

A small construction company can adopt requirements of ISO 9000 standards. The
minimum requirements are, making a Quality Manual, specifying method statements
& monitoring the processes. You may be a 10 people company or less, still you can
maintain ISO 9000 standards and get yourself certified.

Q.20. What are the steps to obtain ISO 9000 Certification?

Ans.

Ten major steps may be identified. They are indispensable to reach the certification
stage.
The Ten steps are as follows :
1. Commitment of Top Management to ISO 9000 system.
2. Appointing Management Representative & steering committee.
3. Evaluation of existing quality system against the requirements of the ISO 90012000 standards & Identification of revisions, changes needed.
4. Preparation of manuals with procedures, processes, checklists & method
statements.
5. Training your people in adapting to procedures & processes.
6. Implementation of new procedures.
7. Internal Audit, including root cause analysis & corrective & preventive actions.
8. Appoint Certification body.
9. Pre-assessment meeting with Certification Auditors
10. Actual assessment visit & certification.

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FAQs on ISO 9000 in Construction

Q.21. How much time is generally required for certification, once you make up your
mind about going for ISO 9000?
Ans.

This is a combined effort of consultants, Top Management, Quality Team & other key
employees. It also depends on your present Quality level. However, it may take 412 months after you decide seriously about getting ISO 9000 certified.

Q.22. How much will it cost to get ISO 9000 Certification?

Ans.

There are various ISO 9000 certifying bodies. The total charges also vary depending
on organisations. Our estimate is that you may have to pay towards fees etc. To
certifying bodies as follows:
1.

Application fees

Rs.15,000/-

2.

Assessment fees

Rs.25,000/-

3.

License fee for 3 years -

Rs.50,000/-

Note: The charges will vary depending on the number of employees you have &
Projects you will like to cover. This figure is only indicative.
The charges may also vary with certification bodies.
Your Consultants charges would be around Rs.1.0 lacs or upwards.
Q.23. Which are the Indian Construction & Real Estate companies who have obtained
ISO 9000 Certification as on today?
Ans.

Some of the Indian Construction & Real Estate companies :

1.

Godrej Properties

2.

B. G. Shirke - Pune

3.

Davy Powergas (I) Ltd.

4.

L&T Projects Division

5.

Delhi P.W.D. Design

6.

Kajaria Ceramics

7.

J.K. White Cements

8.

Steel Authority of India

9.

Mantri Housing

10. Kanakia Construction

11. Devi Constructions
12. Evershine Building Contractors Pvt. Ltd.
13. Gammon India Limited Mumbai
14. Rustomjee Group Keystone
15. Tata Housing Development Company

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FAQs on ISO 9000 in Construction

Q.24. What are the Serious concerns raised by Construction professionals for ISO
9000?
1. 1987 to 2008 is a long period since ISO 9000 was first released revised in 1994
and again revised in 2000. There are aspiring companies and companies who got
themselves certified and are struggling to retain the certificates Why is this
happening?
2. Are our Construction cos. focusing on critical Technical / Managerial Areas of the
projects or are they trying to complete the projects in a hurry, ignoring the
fundamental concerns of customers society safety health ecology, technology,
people, processes? What type of culture are we promoting?
3. Does ISO 9000 solve all your Quality related problems?
Does it contribute to improvements in your Quality Management System?
4. All these years, we had inspection systems inherited from British Raj. Does
ISO 9001 simply replaces Inspection with Auditing?
5. How effective is ISO Audit? Does it really add value?
6. Does ISO 9000 Guarantee Quality improvements?
7. Is ISO 9000 another fad? Like TQM, Quality circles Process Re-engineering, Six
Sigma?
8. What is needed for construction industry? Regulatory bodies licensing system
training technology lessons in caring for customers requirements?
9. What contributes to sustained and lasting improvements? Can you expect Quick
Fix results to last longer?
10. Can ISO 9000 really transform a company? How long can it take to change a
company?
11. Does ISO qualify for such a change? Does ISO 9000 really add value to the
performance?
12. Where is the implementation strategy spelled out by ISO 9001? Does it depend
on the auditors competency? Or competency of certification bodies?
13. Is it possible for certification body or any national body to contribute to the
improvement cycle of a company, merely by a few Audit days in a years time?
Will it be a tall claim?
14. What are the issues of greatest importance to customers?
15. Certification body Auditors insist on Auditing as per ISO 9000-2000 clause-byclause and are not concerned whether processes are critical or not and what is
the impact of a process, on the over all performance.
16. Is it possible to improve the effectiveness of ISO 9000 QMS How to do it?
17. ISO 9000 is a Generic Quality Management System and is not Industry specific.
Most of the Indian Construction & Real Estate Companies feel that ISO 9000
QMS is mainly developed for manufacturing industries & does not address
Construction Industry concerns effectively.
18. The language of ISO 9000 standards is not user friendly and many a times it would be
better if the Clauses are illustrated with specific Industry examples.
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Our Publications:

High Volume FlyAsh Self Compacting Concrete.

Durability of Concrete.

Performance Specified Concrete.

Best Construction Practices for High Rise Buildings.

Structural Audit and Suggested Formats.

FAQs ISO 9000 in Construction.

Consequences of Building Failures Gujarat Earthquake.

Quality Rating of Your Construction Projects

For more information visit our Website:

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I. H. SHAH & ASSOCIATES

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Opp. Regency Restaurant, Andheri (East),
Mumbai 400 069, India.
: 2683 6501 / 2682 1752
E-mail : ihshah@vsnl.com / ihshah@constructionlearning.com
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