Total Qualtiy Management

TOTAL QUALITY MANAGEMENT

Total Quality Management (TQM) is a business philosophy that champions the idea that the long-term success of a company comes from customer satisfaction and loyalty. TQM requires that all stakeholders in a business work together to improve processes, products, services and the culture of the organisation itself. For a long time now, CDPG has prided itself in being a leader in the industry by delivering the best operational outcomes for our customers. We maintain an ISO certification – audited annually - which tests our compliance against defined operational processes. But TQM is much more than that. It embraces the concept of continuous improvement of all internal practices by reviewing what worked well (and what didn’t), challenging why we do things the way that we do, and pushing the boundaries of innovation. To achieve that we need to look beyond just our operational processes, and embrace the concept across every corner of our business. That means we need to define processes and adopt that same continuous improvement philosophy in supporting our people, in our technical functions (Design and Estimating), and in our back of house administration systems.

With this in mind, at the start of the year the Directors embarked on a four-pronged strategy:

1) Supporting our People In March we appointed Jo Bomm to the role of People & Culture Manager. This full-time appointment recognises that people are our most important asset. Jo has been tasked with implementing quality that begins with our onboarding process, supports career development and, when people do choose to move on, they do so feeling rewarded by their experience at CDPG. 2) Embracing Technology Project Neptune was launched in February of this year to manage the digital transformation of our business. From October 2021 we begin the progressive rollout of new IT systems which incorporate the field-based dissemination and collection of information, a new project management tool for Project Managers and a new finance system – all of which will support the industry-leading operational delivery that is core to our business values. This is a two-year project that will truly transform the way we do business!

3) Change Management Recognising that change in itself consumes resource, we have invested in a new role of Change Analyst to support the business through this significant period of change and growth. The new role is centred around helping to develop, document and train “whole of business” quality processes and in particular the Project Neptune rollout. Welcome aboard Selene Stringer we look forward to working with you.

4) Leadership Development Last, but by no means least, we recognise that the development of our current and future business leaders is paramount to our continued success. The leadership programme that began in 2019 but was put on hold at the start of the COVID-19 pandemic, is kicking back into gear from late this year and will include a mix of training, education and skill development. We recognise that our business does not stop because of a virus, so nor should the development of our leaders – even if that means adopting video technology as the new norm for meeting as a team.

The next 12 months will see a stepped change in our business as we raise the bar for our competitors and our industry. I look forward to bringing you updates along the journey!

Congratulations to the following finalists in the Victorian 2021 Plumbing and Fire Industry Awards!

Jasmine Garner - Women in Plumbing Rose Curtis Award Kaelun Brown - Indigenous Professional Award Khayne Horman - Frank Maskell General Plumbing Award Sunshine Hospital Emergency Department - PFIA Project Of the Year Award

A great achievement to all involved – we hope you enjoy the awards!

CDPG hosted a hotly contested footy tipping competition this year which saw WA based Project Administrator Cassie Kirk take home top spot with 134 total tips.

Second place winner was Liberty Wallace from The Plumbing And Gas Guys (also based in WA) followed closely by third place holder Kiwi CFO Dennis Hesketh. Well done to all who were involved in what was a very interesting season of AFL. New Project Announcements

Victoria Melbourne Quarter Office Tower – Lendlease Pathway 144 Mental Health Facility Royal Melbourne Hospital (EW) – Lendlease Pathway 144 Mental Health Facility Sunshine – Lendlease Victoria’s Purpose-Built Quarantine Facility – Mickleham – Grove Group

New South Wales BlueScope Steel Extension – Barker Group Buronga Health One – Barpa Constructions Mainfreight – H.Troon Cootamundra Abattoir – AMG & Monde

Queensland Logan Hospital (EW) – Modern Fire

Western Australia Freeman Residences Perth – Built Whitford City Bunnings – Scentre Design & Construction Westralia Square 2 Residential Tower – Built

Tasmania Glebe Hill Village – Fairbrother Sorell School Redevelopment - Fairbrother

CDPA are proud members of the World Plumbing Council https://www.worldplumbing.org/