American Society for Quality
The 33rd National Energy & Environmental Conference
Tucson, Arizona
August 27-30, 2006
Session T21: Achieving Quality in Auditing – Executing Projects in
Global and US-only Environments
Internal Quality Audits at HDR
The Evolution of a Quality Management System
QA/QC
Program
Dan Domalik, P.E., CQA
East Region Lead Auditor
HDR Engineering, Inc.
Introduction
Purpose of Presentation
HDR
HDR
My Background
Quality
Office
Quality Office
QA/QC Program
QA/QC Program
Audit Program
Audit Program
Summary
Summary
1. Introduce HDR
2.Our Quality Program
3.Quality
Who am I? Auditing
atand
HDR
Why am I here?
How does a consulting engineering
firm ensure design quality?
QA/QC
Program
Introduction
Purpose of Presentation
My Background
HDR
HDR
Quality
Quality Office
Office
QA/QC
QA/QC Program
Program
Audit
Audit Program
Program
Summary
Summary
Structural Engineer – 10 years
BS Civil Engineering Technology
MS Civil Engineering
Professional Engineer (PE)
Lead Auditor – 1 ½ years
MBA?
QA/QC
Program
CQA?
OJT!
Introduction
HDR
Services
Quality
Office
Statistics
QA/QC
Program
Projects
Audit
Program
Awards
Summary
Growth
Transportation
Planning
Environmental
Architecture
HDR is an architectural,
Construction
engineering
and consulting
firm that excelsWater/Wastewater
at managing
complex projects and solving
Program
Management
challenges
for clients.
Consulting
www.hdrinc.com
Security
QA/QC
Program
Power & Energy
Introduction
HDR
• Founded in 1917
Services
Quality
Office
Statistics
QA/QC
Program
Projects
Regional/Local
Awards
Audit
Program
Growth
Summary
Quality
Office
QA/QC Program
Audit Program
Summary
• More than 5,200 employee owners
QA/QC
Program
• Over 130 locations worldwide
• $730 million in fees (2005)
• Headquarters: Omaha, Nebraska
Introduction
HDR
Services
Quality
Office
Statistics
QA/QC
Program
Projects
Regional/Local
Awards
Audit
Program
Growth
Summary
Quality
Office
QA/QC Program
Audit Program
Summary
QA/QC
Program
Cooper River Bridge
Birck
Nanotechnology
Center
Ventana Medical
Systems
Corporate
Headquarters
Hoover Dam Bypass
City of Las Vegas
Water Pollution Control
Facility Expansion
Introduction
Engineering News-Record Rankings
# 17 - Design Firm
# 2 - Health Care
Services
Quality Office # 2 - Solid Waste
Statistics
QA/QC
Program# 5 - Dams & Reservoirs
Projects
# 7 - Correctional Facilities
Regional/Local
Awards
# 7 - Highways
Audit
Program # 8 - Bridges
Growth
Summary
Quality
Office # 9 - Treatment & Desalination
HDR
QA/QC Program
Audit Program
Summary
QA/QC
Program
# 10 - Sewerage & Solid Waste
# 10 - Transportation
# 10 - Water Supply
# 11 - Mass Transit & Rail
# 13 - Wastewater Treatment
# 15 - General Building
# 16 - Fossil Fuel
# 18 - Transmission Lines &
Aqueducts
Introduction
HDR
Services
Statistics
Projects
Awards
Growth
Quality Office
QA/QC Program
Audit Program
Summary
growing
How
does a consulting engineering firm
ensure design quality?
continuously improve
QA/QC
Program
Introduction
HDR
Technical tools
Quality Office
QUALITY
OFFICE
Standards
& Specifications
2008 Strategic
Plan
Program
QA/QC
QMS/ESS
Program
Audit
Summary
Client Satisfaction
The HDR Quality Office:
Leading Management’s
Reviews
QA/QC Program
Commitment to Quality
Project Management
Training
QA/QC
Program
Technical processes
Introduction
HDR
Quality Office
2008 Strategic Plan
QMS/ESS
QA/QC Program
Audit Program
Summary
QA/QC
Program
Quality Management Services (QMS)
• QA/QC Procedures
• Internal Audit Program
• Best Practices
• Peer Reviews
• Client Report Cards
Engineering Support Services (ESS)
• Internet/Intranet
• Document control tools
• Software support
• Standardization
• Project Management Tools/Training
• Construction Administration
Introduction
HDR
Quality Office
QA/QC Program
History
Audit
Program
Components
Summary
Procedures
Training
“Work Well Done.”
• 1980’s – Created
QA/QC Program
• Gradually ignored
Documenting our
• 1998 – Reestablished
approach toQA/QC
delivering
Program
Quality
• Updated 2002-2006
• 2005 – Established Quality
Office and Audit Program
QA/QC
Program
• Regional Quality Directors
Introduction
HDR
Quality Office
QA/QC Program
History
Regional/Local
Components
Audit
Program
Procedures
Summary
Training
Audit Program
Summary
• Program Documents
• Quality Assurance Procedures
• Quality Control Procedures
• Technical Procedures
• Steering Committee
•
•
•
•
•
Regional Leaders
Technical Leaders
Marketing
Construction
Ad Hoc
• Program Implementation Responsibilities
• Defines roles and responsibilities
• From the President to all employees
• Internal Audits
QA/QC
Program
• Evaluate compliance with QA/QC Program
• Identify opportunities for improvement
• Share best practices
Introduction
HDR
Quality Office
• Policy & Definitions
Establishes basis for authority
Creates a common language
QA/QC Program • Project Guides
History
Regional/Local
Components
Audit
Program
Procedures
Summary
Training
Audit Program
Summary
Project Management tool
• Project Communications
Originating and maintaining correspondence
• Project Filing
Paper and electronic files
• Project Reviews
Inform management, mitigate risks
• Drafting Standards
Standardize computer drawing production
• Quality Control Reviews
Senior independent reviewers
Verify quality of deliverables
QA/QC
Program
Introduction
HDR
Quality Office
QA/QC Program
History
Components
Procedures
Training
Audit Program
Summary
QA/QC
Program
Introduction
HDR
Quality Office
QA/QC Program
Audit Program
History
Summary
Roles
Process
Results
Issues
Audit Program white paper
Quality Office and Audit Program launched
Lead Auditors selected
Draft audit processes developed
5 pilot audits conducted
The
missing
Audit
processes
finalizedpiece
Formal Audit Program rollout
of the puzzle…
Accountability
Year-end
reports developed
First repeat audits conducted
QA/QC
Program
Introduction
HDR
Quality Office
QA/QC Program
Regional/Local
Audit Program
History Program
Audit
Roles
Summary
Process
Results
Issues
Summary
Quality Office Director
Reports to President
Develops, coordinates, monitors
QA/QC Program Director
Establish, implement, maintain
Promote awareness
Audit Administrator
Overall logistical support to Audit Program
Lead Auditors (East, Central, West)
Coordinates and leads quality audits
Auditors
Part-time – 1 or 2 audits per year
Regional Quality Directors
Audit follow-up, root cause analysis
Development of action plan
Office QA/QC Program Coordinators
QA/QC
Program
On-site logistical support for audits
Introduction
HDR
Quality Office
QA/QC Program
Regional/Local
Audit Program
History Program
Audit
Roles
Summary
Process
Results
Issues
Summary
QA/QC
Program
Introduction
HDR
Quality Office
QA/QC Program
Regional/Local
Audit Program
History Program
Audit
Roles
Summary
Process
Results
Issues
Summary
QA/QC
Program
We review individual projects
We report on a business group and office level
Introduction
HDR
Observations → Findings
Quality Office
Facts → Conclusions
QA/QC Program
Regional/Local
Audit Program
History Program
Audit
Roles
Summary
Process
Results
Issues
Summary
QA/QC
Program
→ Areas for Improvement
→ Issues to Work On
Introduction
HDR
Quality Office
QA/QC Program
Regional/Local
Audit Program
History Program
Audit
Roles
Summary
Process
Results
Issues
Summary
QA/QC
Program
Post-audit Action Item List (PAIL)
Introduction
HDR
Quality Office
QA/QC Program
Regional/Local
Audit Program
History Program
Audit
Roles
Summary
Process
June 2005 – June 2006
• 26 audits conducted
• 327 projects ($150 million in fees)
• 26 auditors participated
• Well-documented audit processes
• 4 procedure training modules
Results
Issues
Summary
QA/QC
Program
Outcomes
• Increased awareness & focus
• Greater process formalization
• Shared best practices
• More feedback
Introduction
HDR
Quality Office
QA/QC Program
Challenges Faced by Audit Program
• Audit preparation – “gaming” the system
• Small offices
Audit Program
• Selecting projects for review
History
Roles
• Consistency among
Process
Results
Issues
• Auditors
• Audits
• Regions
Summary
•
•
•
•
QA/QC
Program
Culture change – acceptance
Auditors “owning the problem”
Standardization vs. entrepreneurship
Keeping audit program “fresh”
Introduction
HDR
Quality Office
QA/QC Program
Audit Program
Summary
You improve what you measure
Strengths
• Culture of quality – “Work well done”
• Quality Control Reviews
• Project files
What
did we learn?
• Project
management
Where are we going?
Areas for Improvement
• QA/QC training
• 0% Reviews
• Management Reviews
• QC Plans
QA/QC
Program
American Society for Quality
The 33rd National Energy & Environmental Conference
Tucson, Arizona
August 27-30, 2006
Session T21: Achieving Quality in Auditing – Executing Projects in
Global and US-only Environments
Internal Quality Audits at HDR
The Evolution of a Quality Management System
QA/QC
Program
Dan Domalik, P.E., CQA
East Region Lead Auditor
HDR Engineering, Inc.