1.

Executive Summary
This particular assignment highlights strategic quality and systems management of
Models Constructions Pvt. Ltd. It also defines the importance of effective operations
management and quality management in an organization. It further observes the existing
objectives and quality strengths of Models Constructions. It also assesses the need for
strategic quality change. The assignment also proposes a strategic quality change plan
and how to implement it in the organization. It further appraises the broader implications
of the strategic quality change plan. Lastly, recommendations are provided to enhance the
overall productivity of the organization.
2. Models Constructions Pvt. Ltd.

Address

Karina Chambers, 7th Floor

Behind Goa College of Pharmacy,

Panaji, Goa 403001, India.

[Link]

Models Construction Pvt. Ltd was established in the year 1989 in Goa, India. It was
registered as Models Real Estate Developers. It focused on construction and real estate.
In recent years, with a record of remarkable constructions, it has been celebrated as one
of the most reliable companies among people of Goa and non-residents. It takes pleasure
in the success of over 60 real estate projects and delivering over 30 successful residential
projects to more than 10,000 customers. However, it didn’t stop here, due to its spirit for
innovation; the company branched out into various projects. It ventured into hospitality,
leisure and sports. Some of their constructions are now noteworthy landmarks in Goa. As
a native company, it is driven to create stylistically innovative and valuable projects.

Primary Business

 Residential buildings
 Fully serviced luxury villas
  Commercial buildings
 Hospitality- construction of hotels

Secondary business

 Leisure – cruises
 Sports- sporting clubs

At present times, the company aspires to provide affordable projects and give possession
on time with top quality productivity. It also aims to undertake utmost safety measures
on site and create employment opportunities for the locals. In future, it plans to go national
soon.

Quality Management System

(Models Constructions Pvt. Ltd)

INPUT PROCESSES OUTPUT

Company Management plan Customer approval

Stakeholders Planning, assessment, Top quality products and

leadership services

Clients Customization, planning, outcome of top quality

feedback management system

3. Importance of Operations Management

Operations management is the pillar of any organization. It is concerned directly for
managing the resources that generate goods and services. While it has a well-built lasting
tactical function to play in businesses, likewise it has short-term, on a daily basis
operational function also. It involves maintenance of schedule, organization,
administration, calculation and supervision of the production processes of the
organization.  However, its primary responsibility is to guarantee on time delivery of
products and services and to efficiently use available resources by converting raw
materials into refined products. [Link]
management/ Operations management is crucial to enhance the overall general
productivity of the organization. Operations management is the executive branch of the
organization as it undertakes varied activities and contributes in making the products
according to the customers needs. It makes sure it caters to the needs and demands of the
customers in order to sell products at a rapid rate. Effective operations management
makes certain that there is maximum consumption of resources which makes way for
massive profits for the company. [Link]
[Link] Operations management also
provides solutions to make more cost-effective products and to revise the existing
products. It also takes significant marketing and purchasing decisions. Effective
operations management in a construction company is imperative as the decisions taken in
the initial stages of the business will give an idea of what’s going to follow. Operations
management culture at a construction company should be such that promotes
accountability and works on meeting project deadlines. It is important to keep a track of
flow of monetary resources, safety environment and quality management. Construction
companies thrive on operations management of the organization as it is the building
block of the organization. [Link]
business-setting/

Importance of Quality Management

Quality Management is crucial for any organization as effective quality management
ensures better-quality products and services and efficient management tools revises the
processes and systems as and when needed. At the same time, they work towards
increasing the profits and reducing losses. It is the act of supervising all the activities in
an organization to achieve an optimal level of success. It further involves planning and
implementing quality policy and quality control. It calls for all the stakeholders to work
together and get involved to improve the processes, products and services of the
organization. When an organization implements quality management in all of its business
spheres, it further enhances the productivity of its employees.
[Link]
construction-industry/ This also decreases human errors thereby decreasing chances of
failures. Knowing that quality is one of the top principles of management; it is important
to maintain it in order to attract customers, to beat the competition in the market and
increase profits. Quality management in construction industry refers to quality control
and quality assurance. A good quality management system in a construction company can
make sure that there is a hassle free changeover to the commissioning stage with
minimum errors. [Link] It
ensures that the project is completed within the given time and is cost-effective with
superior quality work. In sum, understanding the significance of quality management is
not only a responsibility of top management but also of all the team members.
4. Objectives and Quality Strengths of Models Constructions Pvt. Ltd.

Objectives
Clients Customer Meeting client As a result, gains
satisfaction is the requirement instills trust of clients.
top principle of confidence in the Client loyalty
Models. As it the company, errors are Leading to more
core Principal of immediately clients
ISO too. rectified, feedback is
taken positively
Safety measures Strictly adhering to Accident prevention Top level
ISO safety program is initiated management makes
guidelines on site for every new sure training
and at the time of project where on site programs are
operating machines personnel are conducted on time
or equipments trained. and allot work based
Protective gear is on the abilities
provided to the thereby ensuring
personnel. safety of the
workforce
Positive Brand Models understand Taking initiatives to Focus on

Image and delivers what its build credibility. multichannel client

clients value. Customer support.
Feedbacks, surveys testimonials and Provide immediate
and focus groups. reviews on website. assistance through
Customer-centric Media coverage, phone, social media,
practices. promotions, live chat etc.
Corporate social
responsibility,
corporate events.
Environmental
 friendly projects
Profits Models aims at Manage construction All stakeholders are
Reducing rework. Risks efficiently. involved in
Also reduce project Effective employee decision making.
duration and training leads to QMS is
complete before the increase in implemented.
deadline productivity. Use latest
technology.
Finance Make payment Manage materials Monitor activities of
schedules. efficiently with a the workers to help
Pay in advance by good contract to budget the
billing contract management system projects. On time
agreements. delivery to reduce
excessive costs
Quality ISO certified, Customer Involvement of all

Strengths Well planned satisfaction, stakeholders,

resource and effective QMS Extended support to
development workforce and
clientele.

Models constructions hold customer satisfaction as its highest principle. They make sure that
they meet all their demands and requirements at the given time also take their feedback
positively. This is how over the years they have gained client loyalty and these clients further
recommends Models constructions to more potential clients. This has helped them to expand
their projects across the state. Being ISO certified they strictly follow safety guidelines,
provide relevant accident prevention training to its personnel for every new project and
conduct timely training programs. This not only keeps the employees motivated but also
increases overall productivity of the company. Models has also successfully maintained
positive brand image in the market through their customer- centric practices and environment
friendly projects. They further focus on multichannel customer support and rectify errors
 immediately. They increase their profits by implementing effective quality management
system; this is done with the involvement of top management. Project planning is done
efficiently and completed on time which reduces rework and substantially reduces
construction risks. The company maintains its finances well by following payment schedules.
Resources are managed efficiently to avoid wastage or misuse of materials. Workers are
supervised on sites to avoid delay of project and to reduce excessive overtime costs. The
quality strengths of the company are the involvement of all stakeholders at all stages of
decision-making, customer satisfaction being its key of success, effective quality
management system, ISO certification and an efficient resource and development team.
Models Constructions aims to continue working towards the betterment of its people and its
company.

5. Strategic Quality Change Plan

a. Need for quality change
Following are the needs specific to Models Constructions Pvt. Ltd.
 Changing customer needs
It is very important in construction industry to keep in mind changes in customers
needs. All clients expect top quality work and possession of the property on the
expected time. This can be only achieved by implementing proper project planning.
Overseeing the workers in order to finish the work on time and avoiding rework. It’s
also vital to implement accident prevention plan on every new project.
[Link]
6748%282001%291%3A3%2829%29 The company should also build up standard
discovery questionnaire to proactively recognize changing customer needs. Customer
satisfaction not only depends on the quality on your work but also on the quality of
your relationship. So, foster effective communication with your clients to gain their
loyalty and trust.

 Technology
We are aware that technology drives innovation and efficiency. Today Technology is
changing the landscape of construction industry. Models Constructions need to
 modernize their technology in order to generate more efficient everyday operations
with the help of project management software. Models must also shift towards
smarter building structures with building automation system (BAS). Nowadays there
is a lot of consumer pressure to keep up with smart structures which will
automatically drive Models Constructions to shift to new technologies.

 Market Fluctuation
An increase or decrease in interest rates will have a significant impact on the working
of Models Constructions. An increase in the interest rate will increase the prices of
materials and eventually make the completion of project more expensive. Models
may need to realign their pricing of projects. They may also have to self-fund and
rethink their expansion plans. The best step taken to avoid these issues is to make
certain that invoices are raised accurately and on time.
[Link]
1177544e1bcb Reaslistically may need to call the clients to remind them of their
payments. However, if at worst receiving payments from clients is delayed than the
company may consider invoice discounting to fill the gap. Whereas, if interest levels
are low; the company can borrow to invest and make profits on the investments.

b. Factors driving change

PESTLE analysis is a strategic instrument to evaluate the environment of the company.
 Political factors
Political factors which will have an effect on the smooth functioning of Models
Constructions are mostly regarding the various stages where you need to obtain
permits and documentation. Due to rising competition and people in power there are
chances of this being delayed due to internal politics. In emerging countries like India
where market reforms are continually implemented; Models constructions may be
affected if new tax policies or duties are put into practice suddenly or on a short
notice as this may alter the revenue generating system of the whole organization.
Also, the level of corruption rolling into the society, to a great extent influences the
 regulation of industrial goods sector. This delay in material will directly delay the
overall project.

 Economic factors
Whether it’s for the best or the worst economic factors play a significant role in the
overall health of the organization. It basically includes the way the economy is
running and the impact it has on the organization. The working of Models
Constructions will be affected if there are changes in the inflation rate, savings rate,
economic cycle of the state, interest rate, labor costs, business stages, inventory
fluctuation, lending requirements, consumer spending etc.
Amidst crisis, economy is bound to face a setback. This is when a few no of people
will have the capital to invest and as a result less demand for the same construction
company. At such a time Models Constructions will have to reduce their prices to
maintain their position in the market. [Link]
[Link]
Problems also arise when there is a shortage of supplies as construction companies
and construction suppliers work hand in hand. So when, constructions suppliers are
out of businesses; construction companies have to pay a heavier price for essential
supplies.
In a downturned economy, construction companies rely on construction loans.
However, there are few potential buyers in the market and this could give way to
defaults and result in incomplete construction projects. In order to maintain the
company’s finances well. it is important for Models Constructions to prepare their
budget plan well as this will help to keep up the cash flow of the company.

 Social factors
Society’s culture influences the culture of an industry. Shared beliefs, class structure,
social attitudes, social conventions, leisure interests, demographics are some of the
social factors that can affect Models Constructions either positively or negatively.
The skill level and entrepreneurial spirit of the population can largely impact the
 structure of the organization. These factors inspect all the measures that may have an
effect on the market socially.

 Technology factors
Introducing changes in technology generally works in the favor of the industry. It is
important that Models Constructions today acknowledge that adopting technology is
their future. Adopting technology makes day-to-day functioning hassle free. Mobile
apps and project management software’s allows workers at all level easy access, edit
and share vital information regarding the project. This allows transparent
communication among all the team members and reduces delay or rework of the
project which saves a lot of time and gains trust of the valuable clients. Use of
updated mechanism trims down the burden on the workforce and this has increased
the overall productivity. [Link]
technology-in-the-construction-industry
Also, transitioning towards smarter infrastructure attracts clients; this could involve
state-of-art technology, internal climate sensors etc. clients these days have greater
expectations and opt for advanced systems. Construction companies who embrace
and upgrade to latest technology will definitely prosper in the construction industry.

 Legal factors
Legal factors affecting construction companies can be internal as well external. These
features include imports, exports, employment lays, health and safety laws,
copyrights, patents etc. certain laws changed by the government affect the external
functioning of the company whereas some policies are also changed internally by the
company itself. However, the most important legal factor which Models constructions
has been taking care so far and should continue to do so is the health and safety of its
workers. Have significantly reduced work related accidents providing accident
prevention training for every new project according to the standards of ISO.
 [Link]
[Link]

 Environmental factors
Construction industries have different environmental standards in different states.
However some of the common environmental factors which all companies should
consider are laws regarding environmental pollution, waste management, endangered
species, recycling, climate change, weather conditions etc. as the construction
industry affects the environment in multiple ways generating carbon emission,
creating waste. Government should increase the demand for use of cleaner energy
sources for the betterment of the environment. [Link]
papers/pestel/nyse4/[Link]

c. Implications of ignoring these change requirements

If Models Constructions do not implement the needed changes; they are likely to suffer a
setback in the market with the rising competition. If they do not update their technology
and shift to smarter infrastructure they will lose their potential clients. If the company
fails adhere to all laws imposed by the government than the construction will be stopped
midway, they will also be heavily fined and may not be able to resume work in the near
future. With no work in hand and the company going into losses there is a high
probability that the employees will resign. This will also disturb the company’s cash flow
and at worst case may lead to bankruptcy. As a result, the company may have to shut
down permanently.

d. Change Implementation Plan

The change implementation plan for Models Constructions mainly focuses on enhancing
client satisfaction/loyalty and employee satisfaction. All the plans and procedures in the
company will revolve around these two key points. This CIP formulated will ensure that
the employees of the company are motivated, satisfied and will work towards fulfilling
client needs and requirements resulting in client satisfaction. This will definitely enhance
the quality management system of Models Constructions and produce desirable change.
 a. Nature of the plan
The nature of this proposed plan is not evolutionary or revolutionary because
here the change tends to take very slow, there are chances of it being
cataclysmic, it is less likely to effective and can get intolerable. Choosing such a
plan will harm the well-being of the company and can lead to undesirable results.
Hence, the most suited nature of change is proactive. Here the top management
will initiate the change from within the company and plan ahead to avoid any
future setbacks. They will take all the measures to satisfy their employees who
will be driven to work efficiently and gratify the clients. Client loyalty will help
to set up new projects. Under proactive management the company will have
reduced stress and better work efficiency. The change will be adopted easily
because all the team members will know why the change is implemented and
what to expect in future. [Link]
include-a-change-implementation-plan

b. Change perspective
The chosen perspective for this plan is contingency; because it is the most
appropriate style to adopt as it promotes coordination among all stakeholders.
The top level management will promote employee satisfaction to further enhance
client satisfaction. There will be a simple and straight system of communication
in order to avoid commotion. To maintain uniformity and promote productivity
all the multifaceted tasks will be broken down into individual tasks so that the
work is done efficiently. [Link]
contingency-approach

c. Change management model

Kurt Lewins change model is most suited to implement change in Models Constructions.
This model will help enhance quality management of the organization as it looks at change
in individual stages and formulate an appropriate plan to manage the transition. Otherwise,
in some cases organizations blindly adopt change resulting in causing turmoil.
[Link]

 Unfreeze
In order to bring out about a change in the organization the top management will have
to out forwards a convincing message as to why the change is required. The best way
to do so is to provide statistics which show decline in productivity, sales and also
poor customer satisfaction. The change may be readily accepted by all the employees
who prefer working in the way they used to. So, it is crucial to make this clear and at
the same time persuade the employees in a positive manner. Firstly Models
Constructions will have to unfreeze their traditional way of managing the
organization where the top management made all crucial decisions without the advice
of its employees and adopt a more participative leadership where the employee
opinions are more valued and they too can take part in decision making. When this is
done the employees will be more motivated to give the organization their best and
increase productivity. And if the employees of a company are satisfied they convey
their finest quality of work to the clients. Good employees for any company are the
key of success and without their work the customers won’t be happy. Models
constructions also need to unfreeze the way they communicate with their clients. It’s
not always possible for top management to be available to meet all the requirements
of the clients and this may not be appreciated by the clients. This is why the
employees of the company must be trained in such a way that they are able to meet all
the demands of their clients. Some free pass must be given to the employees by the
top management to take decisions which they feel is required to gratify the client and
at the same time not to hamper the well-being of the company. Clients should be
informed about the work progress, also if certain changes are made in the structure.
Involving the clients and keeping them updated gives them a feeling of security and
the company gains client loyalty. Models Constructions should inform to the top
management how important employee and client satisfaction are not only for smooth
functioning of the company but also to make profits and maintain their position in the
market.
 Change
Once Models Constructions is ready to execute change in the organization. They will
enter the transition phase where actual change will be implemented. As Models
Constructions aims towards employee and client satisfaction they have to ensure that
all the members of top management are convinced with this change. Furthermore, the
idea should be conveyed to all the stakeholders in order to make certain that there is
full participation. However, must keep in mind that change does not take place
overnight. Team members may take some time to follow the new directives and
participate in it proactively. Also, the management must know that some twam
members may actually find it difficult to adhere to the change specially the ones who
are used to work along the status quo. This is why team meetings should be scheduled
weekly to discuss ways to implement the change. All the employees must be
motivated to give their opinions in these meetings. Also, it should be made clear to
the employees on how they will benefit individually due to this change. Moreover,
training programs should be conducted for the employees to teach them how to
maintain positive client relationship, how to remain motivated to give in their best.
Top management should also consider providing reinforcements not only in terms of
praise and appreciation but also materialistic incentives. Clients must be ensured that
all the work progress will be notified to them and a team member will be allotted to
the client to meet all the enquiries. All the team members must be assigned
responsibilities of which they should be fully aware of. Implementing this change
needs proper planning and action. The top management must give some time for all
the stakeholders to accept the change and work towards the betterment of the
organization. At the same time, it is very important to document every detail in the
transition period if needed to improvise something or to continue the way it is. So, all
the employees must be asked to document their daily activities and their progress
must be checked by the operations manager.

 Refreeze
 When the change is finally taking place and the people have started to accept the new
of working, it’s time to refreeze the change. The organization will know that they
have to refreeze when they witness positive results, constant organization chart and
etc. Models Constructions should document everything from productivity of the
employees to customer feedbacks this way they will be able to evaluate the efficacy
of the new change. The top management must make sure that the new change is put
into use regularly as this will give a sense of stability to the organization and the
employees will be more confident with every work they do. Refreezing phase is
essential without which the employees are in a confused state and won’t be able to
utilize their full potential. However, to maintain this change Models Constructions
should supervise properly, provide extended support to the team. Lastly, once you
have refreeze the change, make sure you celebrate with your team, thank them for
their valuable support and ensure them that this change will only benefit everyone.

d. Implementation process

PHASE RESOURCES TOOLS SYSTEMS

Unfreeze Top management Leadership style Quality plan
Employees Training
programs

Change Top management Documented Quality plan

information
Employees Training
programs,
meetings

Refreeze Employees Documented Quality plan

information
6. Perspective on the proposed plan

In the above table we have specified the resource, tools and system in the change model. The
main resources for change are the top management and the employees. The top
management’s changed leadership style will hand over power and confidence in its
employees who will be driven to utilize their full potential. This will not only increase
employee productivity but also an increased level of customer satisfaction. With regard to
tools, there are many tools used like meetings, documented information of specific works,
clients’ feedback, complete review of minutes of meetings. These are some of the main tools
to evaluate the effectiveness of the proposed change. Lastly, systems involve all the
documented information with regard to the processes, planning, execution, implementations,
procedures which are needed to achieve employee and customer satisfaction. As this will
enhance the overall productivity of Models Constructions.

7. Quality Culture of Models Constructions

The quality cultures of any organization are the guiding principles it follows to run their
daily operations smoothly. Generally, it is passed from one generation to another.
However, at times of implementing change the culture of the organization needs to be
altered which requires a lot of commitment. [Link]
qi/foundational-elements-for-building-a-qi-culture/

Described below are some of the fundamentals that make up the quality culture of
Models Constructions.

 Open communication
Open and honest communication is a road to success in any organization. Models
Constructions strongly holds to this principle and encourage free, open and honest
communication among all its stakeholders. All the rules and policies of the
company are conveyed clearly to the employees and the clients and this promotes
 a trusting relationship which not only increases productivity of the company but
also loyalty of the clients. [Link]
business/marketing-sales/managing-relationships/communicating-effectively A
chain of command is established at the beginning of a new project which helps to
avoid any chaos. All the clients are truthfully reported the progress of the project.
Active listening is encouraged to better understand what the speaker is trying to
communicate. Flow of communication affects the working of the organization.
This helps Models Constructions to maintain a harmonious environment among
the employees as well as the clients. [Link]
communication-better-construction-management/

 Encouraging Peer involvement

One of the most prized cultures of quality at Models Constructions is encouraging
peer involvement. All the employees are encouraged to learn from one another.
Too much involvement of the leaders can have a negative impact, and too little
involvement from them will miss important opportunities coming their way. This
is why strong peer networks are created at Models. Positivity among team
members is pursued. Employees are guided to be connectors by actively listening
to one another, sharing what is learnt as this creates cohesion among all the
employees. [Link]
employees-todays-construction-industry They are also encouraged to seek advice
from one another before approaching the management. Teams members help each
other in case of absence of a team member and willingly take part in their work.
The strong peer network of Models Constructions helps it overcome obstacles in
no time and provide positive results. [Link]
quality

 Incentives and Rewards

Another valuable quality culture at Models Constructions is providing timely

incentives and rewards to its employees. When the work is completed on or
before time, when there is zero wastage of material, employees with full
 attendance, employees who have consistently progresses are all rewarded at times
of annual events or meetings. As a result, these employees experience netter
efficiency. However, this is only done infront of the rest of the team in order to
motivate them to utilize their full potential. The incentives are monetary, non-
monetary in terms of perks, awards or at times providing assistance to the family
of the employee.

 Win- Win for All

At Models Constructions it is a win-win situation for all the stakeholders of the
company. Models Constructions plans and proposes its projects in such a way that
it not all benefits the company in terms of profits but it also benefits all the
employees, its customers, suppliers, shareholders, general public by creating
environment friendly projects, also the government by undertaking corporate
social responsibility. When a project aims to do good to all of its stakeholders it
flourishes. [Link]
performance/articles/key-ingredients-for-quality-culture-development

 A strict no to ‘’blame game’’

Every company strives to do its finest. So does all the employees of a company
give in their best to produce effective results. However, at times even when a
team has worked very hard and performed according to the plan, there can be
failures. It is not predictable because the future is uncertain. Under such
circumstances the company blames the processes and not the employees involved.
Infact, with the help of its team members tries to fix it. Such an environment at
work provides a sense of security among the employees and even if they fail they
don’t give up. [Link]

The top management is obliged to create an effective quality culture and it is vital to
achieve this goal. It’s acceptable to say that achieving this goal is not trouble-free but at
the same it’s not impossible. The management requires to work on this with a sound
philosophy and when needed make a change in it which will only beneficial.
 To keep a check on the progress Models Constructions has proposed for daily and weekly
review meetings. Daily progress meetings will be held every morning among all the team
members where essential points will be discussed like the level of completion of the
project, in case there are delays in a particular phase, feedbacks of clients, usage of
material etc. In the weekly progress meetings targets achieved will be discussed,
emphasis will be laid on future planning, also backup plans will be formulated in case of
uncertain circumstances. This shall help to complete the project more efficiently and with
less rework, delays and wastage of both material and manpower.

8. Summary
For every new project, the top management and the quality management team prepare a
quality assurance plan. This plan includes all the details with regard to the activities,
tools, standards, policies, processes crucial to achieve quality in the final outcome of the
project. It also states out the technique for managing the project, assigning roles of all the
team members, and priorities that will be taken on. This quality assurance plan helps
Models Constructions to track and control the project and to maintain their performance.
Most of the times the Quality assurance plan is submitted to the client and sometimes the
clients ask for it before time.
The ultimate objective of this plan is customer satisfaction. As clients are concerned
about the quality of the infrastructure Models Constructions includes specifications
related to project, site and contract in the quality assurance plan to meet the requirements
of the clients. Keeping the clients informed of the project progress gains their trust and
confidence in the company which helps the company to expand their projects. Models
contructions also aims to increase the employee satisfaction level which will motivate the
emplpoyees to work to their fullest capacity and also attend to the clients. models
constructions provides training to their employees to attend to the requirements and
demands of the clients since all the clients cannot be physically present at the site. The
employees are trained to maintain positive relationships with the clients. Also, some free
hand is given to the employees to take decisions which will benefit the client and the
organization. With such involvement from the company the clients develop a feeling of
security and remain loyal to the company. Regular inspections are conducted to
demonstrate conformance to the requirements. These are done at different phases of the
project. All the information is documented to provide open and clear communication. At
the end of each new activity customer feedback is taken in order to fill any gaps and
improvise.

Outcomes of the plan

 With increased employee satisfaction, the company’s overall productivity will boost.

 All the stakeholders of the company i.e. customers, employees, top management,

shareholders will benefit.

 Gaining client loyalty will help Models constructions to dive into new projects.

 This will help the company to maintain its position in the market as the competition is

very high.

 With increased profits of the company, the top management will gain confidence over

its team members.

 The finances of the company will be stabilized.