Sample Corporate Quality Management Comprehensive …

1 2012 Zurich Services Corporation Revision Date: 2-25-2012 - i - Sample Corporate Quality Management Manual Comprehensive for General Contractors For ABC Construction Company, Inc. Zurich Services Corporation The information in this publication and presentation was compiled by Zurich Services Corporation from sources believed to be reliable. Further, all Sample policies and procedures herein should serve as a guideline which you can use to create your own policies and procedures. We trust that you will customize these samples to reflect your own operations and believe that these samples may serve as a helpful platform for this endeavor.

2 Any and all information contained herein is not intended to constitute legal advice and accordingly, you should consult with your own attorneys when developing programs and policies. We do not guarantee the accuracy of this information or any results and further assume no liability in connection with this publication and presentation and Sample policies and procedures, including any information, methods or safety suggestions contained herein. Moreover, Zurich Services Corporation reminds you that this cannot be assumed to contain every acceptable safety and compliance procedure or that additional procedures might not be appropriate under the circumstances.

3 The subject matter of this publication and presentation is tied to any neither specific insurance product nor will adopting these policies and procedures ensure coverage under any insurance policy. - ii - Table of Contents Introduction .. iv 1. ABC's Corporate Quality Management Program and Communication plan .. 5 Goals .. 5 General Content project-specific Quality Management Plans (QMP's) .. 5 Roles and Responsibilities .. 5 2. Pre-construction Quality Activities .. 7 Design Peer Reviews (as applicable) .. 7 Constructability Reviews (as applicable) .. 7 Review of Plans and Specifications (mandatory) .. 7 Documenting Existing Conditions (as applicable).

4 8 samples , Submittals and Procurement (mandatory).. 8 Material Receiving at the Jobsite (mandatory) .. 8 Subcontractor Selection (mandatory) .. 8 Mock-ups (as applicable) .. 8 Water Testing (as applicable) .. 9 Factory/Shop Inspections (as applicable) .. 9 3. Construction Quality Activities .. 9 Roles and Responsibilities for Quality Control (QC) .. 9 Quality Control Administration .. 10 Inspection and Testing plan (see Sample provided as Attachment ) .. 11 Inspection Checklists .. 11 Non-conformance Tracking Procedure .. 11 Quality Control (QC) Program .. 12 Definable Features of Work (DFW).. 12 The 3 Phases of Quality Control (QC).

5 12 Pre-installation Meeting and 12 First Work-in-Place Meeting and 13 Follow-up Phase or Daily 14 One Hundred Percent (100%) Material Verification .. 14 Zero Defect Program (ZDP .. 15 Digital Photography Requirements .. 15 Pre-cover-up and Pre-closure Inspections and Photographs .. 16 Water Intrusion Prevention .. 17 Pre-construction .. 17 Construction Scheduling .. 17 Inspections During Construction .. 17 Water Intrusion plan and Procedure .. 18 - iii - 4. Post-construction Quality Activities .. 18 Warranty .. 18 Warranty Call-backs during the Warranty Period .. 18 Warranty Call-backs after the Warranty Period.)

6 18 Resulting Damage .. 19 Post-construction Documentation .. 19 5. Abbreviations .. 20 6. Glossary of Terms .. 21 7. Attachments .. 24 Pre-construction Meeting Agenda (3-pages) .. 24 Subcontractor's Site Specific Quality Control plan (2-pages) .. 24 Inspection and Testing Log (1-page) .. 24 Sample Punchlist (1-page) .. 24 Inspection and Testing plan (1-page) .. 24 Non-conformance Report (NCR) (1-page) .. 24 Non-conformance Report Log (1-page) .. 24 Pre-installation Meeting Minutes (2-pages) .. 24 First Work-in-Place Meeting Minutes (1-page) .. 24 ABC's Daily Quality Control Inspection Report (1-page) .. 24 Subcontractor's Daily Quality Control Inspection Report (1-page).

7 24 Pre-closure Inspection Form (1-page) .. 24 Water Intrusion Management plan Construction Site Inspection Checklist 2 pages .. 24 - iv - Introduction Quality is never an accident. Quality is the result of intelligent effort Construction contractors understand that general liability losses are increasing due to the costs to settle construction defect claims. By adopting a Quality Management System (QMS), construction contractors can significantly reduce these losses. Accordingly, this Sample Corporate Quality Management Manual (QMM) can be used by Zurich's GC customers to develop their own Corporate Quality Management Program.

8 This Sample QMM has been prepared for a "generic" general contractor, ABC Construction Company, Inc. In using this Sample manual as a starting point to draft your own Corporate QMM, inapplicable sections or text should be deleted, as appropriate to the requirements of your construction market and project types. ABC's Quality Mission Statement: At ABC, Quality is building it right and doing it right. Consistent Quality is the result of commitment and participation by every project participant --- this includes the owner, general contractor, subcontractors, sub-subcontractors and designers. This Corporate Quality Management Manual (QMM) outlines ABC's Corporate Quality Assurance (QA) and Quality Control (QC) policies, standards and procedures that comprise ABC's Quality Management Program, hereinafter, the "Program.

9 " The purpose of this QMM is 3-fold: 1. To ensure completion of projects meeting the highest Quality standards for our customers 2. To ensure that we deliver best-in-class services to our customers while creating a competitive advantage 3. To provide guidelines to our employees about our Quality policies, standards and procedures Due to the ever-changing nature of construction, the information herein cannot provide details for managing every Quality issue; however, this QMM provides guidelines that will improve the Quality of ABC's work and the work of its subcontractors. This QMM is meant to not only be read, but also to be implemented on every ABC project.

10 This manual is a living document and, as such, ABC's Operations Manager (OM) will control distribution and revisions. To ensure Quality Management best practices are met, ABC's Quality Steering Committee will review this program, at least, semi-annually and revise, as necessary. Each Corporate QMM revision is effective as of the issue date. All ABC field and home office personnel must understand this QMM. ABC's Project Teams (PT's) shall follow this Corporate QMM in preparing their project-specific Quality Management Plans (QMP's.) PT members include, but are not limited to: Project Manager (PM), project superintendent, area superintendents, project engineer, field engineers, Site Quality Control Supervisor (SQCS) and administration personnel.