Operations and Projects Performance and Quality Metrics for Capital Development Authority (CDA)...

Operations and Projects Performance and Quality

Metrics for Capital Development Authority (CDA)

Islamabad

Authors

Muhammad Bilal

Affiliation

Department of Engineering Management,

College of EME, NUST, Rawalpindi,

Pakistan.

Abstract

The purpose of CDA creation in June, 1960 was to see the planning and maintenance of the

capital city. CDA is a public sector organization which is not only responsible for

development of Islamabad but also performs all functions of municipal committee to provide

for cleanliness, health, education, supply of goods and food etc. CDA is lagging quality in

operations and projects. So to improve this quality deficiency in CDA we devised a research.

The research methodology considers research through different secondary sources such as

different websites, journals and research papers etc. By the use we above mentioned sources

we have collected data for some of better performing urban development authorities in

Pakistan and in the world. Than we compare operations and projects performance metrics for

the enlisted enterprises. After this we studied existing operations and projects performance

metrics of the capital development authority Islamabad. We have developed collective

operations and projects performance metrics for CDA by comparing those of CDA with the

enlisted three enterprises. To explore relevance and importance of collective operations and

projects performance metrics; we have collected impressions of clients of CDA by using an

online survey. The results are in favor of client satisfaction. Most of the users think client

satisfaction is most important and relevant factor for CDA. On the same page, transparency

was rated least by clients. The research identifies important areas for CDA which needs a lot

of improvement. Clients rated construction time and cost on 7th number. This is main area as

far as CDA is concerned and people rated it as least. So a lot improvement can be made in

this area.

Keywords

Public sector, Development authorities, CDA, Performance metrics, KPI, Comparison,

Survey, Operations and Projects, Customer Satisfaction, Performance, Quality

Introduction

Capital Development Authority (CDA) was created in June 14, 1960, first by an official order

issued on June 24, 1960 entitled Rules of the capital of Pakistan, to be replaced by the CDA

ordinance issued June 27, 1960. [1]

A new national capital was the need of time as the conditions after formation of Pakistan

necessitated. Karachi the existing capital was under various pressures; social, political and

economic. The requirements of a capital were not up to the standard in Karachi in terms of

buildings and layout of city. Being a port city the functions of a modern capital could not be

fulfilled. The huge influx of refugees also made the smooth running of operations from

Karachi. Hence new capital was considered to be the only solution to all these problems,

where keeping in consideration the requirements of Government a planned, developed and

organized city structure could be built. The location of new capital which was to be built and

shaped up in the form of modern capital was decided to be Islamabad in neighborhood of

garrison and historical city of Rawalpindi.

An executive order was issued then by Government of Pakistan in response to the decision of

relocation of capital of country from Karachi to Islamabad. An organization was created and

set to work in order to oversee and monitor the development planning and maintenance of

capital city. On June 14 the executive order, the Pakistan Capital regulation was first passed

which was later take the place by the CDA ordinance which was issued on June 27,

1960.This organization was chaired by former president of Pakistan Gen. M. Ayub Khan who

explained the power of legal decisions, authorities, responsibilities and modus operandi of

CDA in light of the ordinance. A Chairman, a Financial Advisor and a Board Member were

given the responsibilities during the early stages of development of CDA. The commissioner

Rawalpindi was given membership to facilitate the development and for collaboration

purposes. Soon after its inception and then maturity several responsibilities were also handed

over and brought under the jurisdiction of CDA related to municipal issues. The institution

has also undergone structural revamping now consisting of six board members responsible

for each Planning, Finance, Administration, Estate, Environment and Engineering, and the

Chairman.[2]

CDA is a public sector body not only responsible for the development of Islamabad, but also

provides all the functions of the Municipal Committee to provide cleanliness, health,

education of residents, the provision of goods, items food and sweet, to promote the interests

of different sections of the public. All provisions are to advance the interests and the public

good.

The focus areas that come under the responsible umbrella of CDA are supervision of Public

health services, sanitation, garbage disposal, and graveyard services etc for planning,

supervision and resource supply. Coordination with different relevant agencies for public

health services is also CDA’s responsibility. For the disposal of solid waste, the functional

responsibility and management of sanitation and waste disposal a separate directorate within

CDA is there within the municipal limits of Islamabad. This involves collection,

transportation, and safe disposal of waste which is collected from commercial areas,

residential areas and all other open spaces within the ICT. [3]

The ground water is cloudy in Islamabad and not good for drinking purpose. CDA numbers

of water filtration plants are installed in the capital to ensure the supply of clean and hygienic

drinking water for citizens. In the development of certain infrastructures stones thousand

CDA are Lake View Park, 9th Avenue, 7th Avenue and F9 Park.

Literature Review

For proper and smooth operations and functioning of a country, infrastructure is the

backbone. In this modern developed era, certain elements have become the dire necessities.

Electricity to run and power our industries and homes, the means of communication and

transportation for moving goods from one place to another, air ports and water ways for

improving exports and imports of country etc. infrastructure is the basic necessity and lifeline

of every single person. Failing to address this necessity causes chaos, dissatisfaction and

unrest in the lives of people. This also hampers the functioning of country and affects the

economy severely. In the same terms a modern nation requires effective sanitation and clean

water to improve and maintain a healthy lifestyle of its people.

Pakistan is standing on a considerably low place in terms of development and infrastructure

as per the international standards and has a serious effect on lives of people living here. The

electricity shortages, poor sanitation, unavailability of clean water are few of many issues

people are suffering from. The increase in population is directly proportional to worsening of

all these problems. Poor lifestyle conditions and infrastructure are the constraints against

which the people of Pakistan and its government are putting up a fight but unfortunately

could not bring positive outcomes yet.

[4]

Infrastructure needs of Pakistan are massive and its resources are limited. Not only is it

limited fiscal space, there are also huge gaps in the ability of the public sector to build and

operate the infrastructure. Improving the quality and coverage of services in power and water

supply, wastewater treatment, transportation and logistics are vital for the economy of

Pakistan and the livelihoods of its people. Financial constraints require innovative

approaches, away from the traditional role of government as a service provider to ensure that

the needs massive investments are funded with support from the private sector. [5]

Over the last five decades, Pakistan has experienced a tremendous increase in population.

The average growth rate for population is estimated to be around 3.5% per year for urban

areas and 2.5% for rural areas. Still the rise in population numbers in urban population is high

from 2005 onwards and is expected to rise exponentially in the coming years as well. The

migration from rural to urban has also increased manifolds and played its part in rising

numbers of population. In the next 25 years it is expected that another 80 million inhabitants

will be added to the urban centers which is an alarming situation. By 2030, the urban

population will become 50% of the total population of 260 million.

The growth rate of the population between urban and rural areas differs considerably. In

recent decades, the population of rural areas has increased on average by 2.3%, while the

population in urban areas has increased at a faster rate of approximately 3.5%. On average,

the rate of population growth in urban areas is 1.5 times faster than in rural areas (Table 1).

The quality of municipal services is not uniform throughout the country. A true picture of the

delivery of municipal services only comes when quality indicators are added to the coverage

information. The quality of the water after it is characterized by the access and the type of

water supply facility, these huge disparities between provinces and regions. The 1998 census

revealed that only 28% of the population had access to the house to tap water (Table 2).

Another 42% relied on hand pumps, and almost another 5 % obtained their drinking water

from wells.

[6]

Many development authorities are working to develop the infrastructure of Pakistan, the main

authorities Capital Development Authority (CDA), the Lahore Development Authority

(LDA) and Karachi Development Authority (KDA), etc.

The objectives of these development authorities are to develop the infrastructure of the region

and to maintain other facilities such as housing, water supply, sanitation and roads.

Here we focus on Capital Development Authority (CDA) is a company responsible for

providing municipal services to the city of Islamabad (the capital city of Pakistan), introduced

June 14, 1960 of public utility. Responsibilities and services of the CDA are:

Act as Regulatory Authority

o Building Code Standards

o Environment Standards

o Public Safety Standards

Maintenance o Local Roads Maintenance and Repair Work

o Public Infrastructure Maintenance

o Garbage Collection

Developer and Planner o Further expansion of Islamabad, Future planning

o Township [9]

CDA is responsible for coordinating all efforts for the development of the entire capital

region and the unity of the object is maintained at all times. In the Islamabad area, the CDA is

not only planning and coordination, but also the executive.

With the actuation of Islamabad, the original master plan, designed by international

architecture firm, Doxiadis, had provided an outline or framework of the new capital. The

effective implementation of the plan with all its intricate and complex nuances was made

possible by the dedication, professionalism, expertise and tireless efforts of all members of

the CDA whose pioneering spirit has been the CDA an urban organization model. [7]

The performance of the CDA supports the development of the capital good. Some of the

major projects completed CDA contributes to the development of infrastructure and the

beauty of the capital are: Lake View Park, zero exchange, 7th Avenue, 9th Avenue, the

development of the village of Saidpur and arts and crafts villagers, etc.

But according to quality points there are gaps in the quality management of the CDA. There

are no clear reasons on how to keep the perspective of quality and participates assured, no

monitoring program for the overall organization. Do not have a system appropriate feedback

and suggestions for dealing with customer complaints.

Gap Analysis

A gap is found when comparing Deming’s principle with CDA performance. As CDA have

many projects to meet future possible demands but there are no clear motives on how to keep

quality perspective involved and ensured.

For example: CDA is planning on building a twin capital across Margalla Hills which is

good as it will meet with future demands. But what about quality, How this dream project

will be constructed on quality lines? It is not explained. Quality of natural environment will

surely be disturbed because of this project. CDA has not defined how the environmental

damage because of this project will be compensated.

There is no quality control and monitoring program for overall organization. CDA is

employing its own build on working philosophy intend on taking customer’s and expert’s

input.

CDA established their projects but there is no kind of quality control and monitoring system

which controls long term quality of the project. CDA relies on their short term inspection

system which finds the quality problem but does not improve the quality. The employees are

unaware of their jobs. Similarly, it seems that management herself unaware of the basic

issues of people they lead.

CDA to some extent is ticking training of workers and quality production. But there is a fall

of change, very slow process of preparing for change. A lot of technological changes which

have occurred worldwide but capital is still waiting for them.

CDA is far behind in implementation of total quality management system.

As CDA executes multiple projects at a time so every step might not be contributes in

organization’s long term planning schemes. CDA work towards change management system

is even behind starting level.

Research and Aim Objectives

Aim statement

“The aim of this research is to explore quality lagging area of CDA which need improvement

in order to achieve required operations and project performance.”

Objectives

1. Explore operations and projects quality metrics for some of the better performing

urban development authorities in Pakistan and in overall world: and compare their

operations and projects quality metrics.

2. Development of efficient and effective operations and projects quality metrics for

capital development authority Islamabad.

Research Methodology

For objective 1

Use of secondary research sources such as internet to find some of the better

performing urban development authorities in both Pakistan and overall world

Use of journals conference papers and other websites to find operations and projects

quality metrics for the enlisted urban development authorities

Comparison of operations and projects quality metrics for enlisted companies based

on their achievements in these metrics

For objective 2

Detail study of current operations and project performance metrics of CDA by using

websites and newspapers.

Comparison of CDA operations and performance indicators with those of enlisted

three urban development authorities: and developing collective operations and

projects performance metrics for CDA.

Using questioner survey website to generate a pool of 45 to 50 responses from the

clients of CDA: based on which a prioritize list of collective operations and projects

performance indicator will be developed.

List of Operations and Projects Performance Metrics and Their

Comparison for Some of the Better Performing Urban Development

Authorities of Pakistan and the World

For Objective 1

Use of secondary research sources such as internet to find some of the better

performing urban development authorities in both Pakistan and overall world

One of the leaders in the development of best serving the areas of infrastructure development

is Delhi Development Authority (DDA) of India, was established in 1955 under the

provisions of the Delhi Development Act “to promote and secure the development Delhi,

India.”

The Delhi Development Authority acquires land for development at New Delhi. So far, over

64,354.88 acres (260.43496 km2) of land were acquired with successful development

projects on 59,504 acres (240.804 km2) and 30,713.95 acres (124.29495 km2) as residential

land. In addition, construction projects, land DDA also includes providing a greenbelt and

forest area to a clean and healthy environment through the creation of regional parks,

neighborhood parks, parks district playing fields and sports complexes. DDA undertakes

construction, development and maintenance of commercial buildings such as retail stores in

local markets, commercial, office complexes centers, fortune industrial set ups, hospitals,

community halls, clubs, educational institutions, centers of religious segregation, etc. These

properties are disposed through auctions or tenders. The objectives of the Authority are:

Formulate a master plan to cover current and future growth of Delhi and to promote

and secure the development of Delhi according to plan covering all possible activities.

To acquire, hold, manage and dispose of land and other property.

To carry out construction, engineering, mining and other operations.

DDA organizes workshops, training and educational programs for their employees and the

allocation system introduced for the best performing workers. DDA has a commenting

system appropriate online where you can put your comments, suggestions and complains.

[11]

Greater London Authority (GLA) in England is another development authority which is well

known for its performance and world class work quality. GLA is the administrative body

leading to Greater London, England. It consists of an executive directly elected mayor of

London, and an elected 25-member London Assembly with powers of control. It is a strategic

regional authority with powers over transport, policing, development, and fire and emergency

planning. Three functional bodies - Transport for London, the Mayor's Office for Police and

Crime, and London Fire and responsible for emergency planning - are responsible for the

delivery of services in these areas. The GLA is responsible for coordinating the planning of

land use in Greater London. The mayor has a strategic plan, the “London Plan “.The plan is a

planning strategy for Greater London and has six goals. Since the 2011 revision, the

objectives are currently:

1. Ensuring London is a city that meets the challenges of economic and population

growth.

2. Ensuring London is an internationally competitive and successful city.

3. Ensuring London is a city of diverse, strong, secure and accessible neighborhoods.

4. Ensuring London is a city that delights the senses.

5. Ensuring London is a city that becomes a world leader in improving the environment.

6. Ensuring London is a city where it is easy, safe and convenient for everyone to access

jobs, opportunities and facilities.

GLA has prioritized plans to do work for greater London and has environment strategic plans

for air, water, climate change and waste management. There is full freedom of information

about GLA, all the information about planning, policies, schemes and transparency etc. is

available on GLA website and if you want further information you may request for it. [12]

Lahore Development Authority (LDA), Pakistan is well known development authority in

the country in recent years LDA do a really good job in the capital of Punjab. LDA strives to

be a responsible and respectful vehicle for people planning and principal of the Lahore

Metropolis development, to provide and continuously improve the work of development of

the metropolis - empty, facilities and services of acceptable standards for all without let or

favor. LDA tries to turn Lahore into a “accessible city " with the combined support of

individuals , industry and level of government, which enjoys overwhelming practical ,

healthy and happy life different .

Develop policies and programs for improving the housing environment, industrial

development, traffic, transport, health, education, water supply, sanitation, drainage, disposal

of solid waste and related issues and accessories. Points include in LDA planning are:

1. Future planning of Lahore.

2. Processing of private housing schemes.

3. Planning of ongoing housing schemes.

4. Scrutiny of building plans of private housing schemes and in the controlled area in the

light of the structure plan/master plan.

5. Scrutiny of NOCs in the controlled area as per new proposed LDA's schemes and

structure plan.

6. Preparation and implementation of master plan.

The most prominent achievements of LDA are Shalimar Interchange, Lahore Ring Road and

Kalma Chowk Flyover.

LDA conducts training programs and specialized courses for their employees in the field

work and for management persons. [13]



Client Satisfaction

Construction Time and Cost

Defects Rate

Training and Education

Feedback system

Sanitation

Maintenance

Transparency

Infrastructural development

Caparison of operations and projects quality metrics for enlisted companies based

on their achievements in these metrics

Client satisfaction

DDA has endeavored to provide services to its users, which not only meet their

expectations, but also improve their satisfaction. Quality Assurance Cell, DDA has

taken a step in this direction by documenting its online system management system

with well established and accepted internationally.

Customer satisfaction is the first slogan of the DDA. Keeping customer satisfaction as

the first currency, the QA Unit has developed the Quality Manual QMS in line with

ISO: 9001-2000 which focuses not only on systematic and comprehensive approach

to quality, but also continuous improvement in all areas of activity of the Cell. It is

ensured that the processes are monitored, measured and analyzed at appropriate levels

for their good performance, while respecting their criteria set down and meet

customer expectations. [15]

Customer satisfaction is a priority of the mayor of GLA; GLA provides quality work

to their customers and seek customer’s feedback to measure their level of satisfaction.

Construction Time and cost

Construction time is defined as the time period for a project in which it is to be

completed and construction cost is the capital consumed on the project.

These well-known development authorities of the world complete their construction

projects well in time and in feasible cost. They use project management software and

statistical methods to calculate the construction project duration and use cost

estimating techniques to estimate the construction cost like analogous, parametric and

three point estimating techniques.

Defects rate

Defects are defined as flaws in a process or product.

These authorities have relatively very low defect rate in their work as compare to

other developing authorities.

Training and education

These authorities have workshops and training programs for their internal customers

to improve their skills and train them about new things.

Feedback system

Feedback is the best way to measure the customer satisfaction.

These authorities have a proper system to get the feedback about their work from the

customers and also get suggestions and complain.

Sanitation

These development authorities construct and maintain a good sanitation system. Good

network of sewerage system and its maintenance managed drainage system of waste

and rain water and well organize system of disposal of wastes.

Maintenance

Maintenance refers to the look after of a thing that is developed. These authorities

have proper maintenance system for their completed projects; they develop

maintenance schedules to improve their quality work.


Lot of work is done in the development of infrastructure such as water sanitation

programs, water supply, road construction, housing and the environment by DDA and

GLA in their fields and they check the quality of infrastructure work such as roads,

sewers, sanitation, water supply, sports complex, stedia, shopping complex, Non-

residential, fly-overs, the work of housing and related services performed in the areas

of construction.

LDA also had done achievements in infrastructural development of Lahore in which

the majors are Shalimar Interchange, Metro Bus Service and Kalma Chowk Flyover.

Transparency

These development authorities have auditing systems to make their company fully

transparent and corruption free. They maintain their records and higher officer check

the records when they want. There are no visible evidences that these companies are

corrupted.

For Objective 2


websites and newspapers

There are different authorities in different cities of Pakistan responsible for the development

of that area. Islamabad as a capital of Pakistan is under Capital Development Authority

(CDA), CDA is responsible for all the development and maintenance like infrastructure,

water supply and sanitation in Islamabad.

After the Government of Pakistan's decision to move the capital city of Karachi, a decree was

issued , setting in motion the creation of an organization essentially oversee the planning and

maintenance of Islamabad . The decree, entitled Regulation of the capital of Pakistan was

adopted on June 14, later to be replaced by the CDA Ordinance, published June 27, 1960.

This order under the charter of the fledgling organization, chaired by former President

General Muhammad Ayub Khan, defined its jurisdiction the rights of powers, duties and

responsibilities.

CDA is responsible for coordinating all efforts for the development of the entire capital and

the unity of the object is maintained at all times. In the Islamabad area, the CDA is not only

planning and coordination, but also the executive. With the actuation of Islamabad, the

original master plan is designed by an international architecture firm Doxiadis which

provides the outline and framework for the development of capital city. The effective

implementation of the plan with all its intricate and complex nuances was made possible by

the dedication, professionalism, expertise and tireless efforts of all members of the CDA

whose pioneering spirit has been the CDA an urban organization model.

Keeping in view the possible future needs CDA is currently working day and night on a 12

billion USD’s “dream project " considers that includes the construction of a double capital

through the Margalla Hills , connecting with a twin tunnel and a copy of Sheikh Zayed,

Dubai Avenue , a major business and tourist attraction .



projects performance metrics for CDA

Client satisfaction

Like all other companies CDA also focuses on client satisfaction.

Construction Time and cost

CDA construction time and cost is not as effective as better performing developing

authorities. Some of their projects get late and some of projects delayed and closed

due to wrong time estimation and budget problems.

Defects rate

CDA has high rate of defects in its projects as compare to DDA and GLA.

Training and education

CDA trains their workers to improve their working skills and introduce them to the

new techniques. CDA arrange training programs and workshops for their employees.

Feedback system

CDA has feedback system for their customers that customers give feedback to CDA

about their performance and quality of work.

Sanitation

The Capital Development Authority (CDA) is responsible for the overall planning,

delivery and supervision of public health services, covering adequate sanitation and

waste disposal within the territorial limits of Islamabad Capital Territory (ICT). It is

also responsible for coordinating public health services with other relevant

organizations

Maintenance

CDA maintain and after look their work and done repairing if needed.


The performance of CDA supports the development of capital city very well. Some of

major completed projects of CDA which contributes to the infrastructural

development and beauty of the capital city are: Lake View Park, zero point

interchange, 7th avenue, 9th avenue, development of Saidpur village and arts & crafts

village etc.

Transparency

We cannot get any reports or survey from which we conclude that CDA is fully

transparent in their projects and process.

Comparison of CDA with Other Authorities

KPI DDA, GLA, LDA CDA

Client Satisfaction

Customer satisfaction is

prime motto and priority

for them. Fetch

information from customer

to know customer opinion

and satisfaction level.

Client satisfaction is

important for them but it

is not a major focus for

CDA. Mostly CDA does

not look towards the

customer opinion and do

their own work. But after

all they care for it.

Construction Time &

Cost

Used project management

techniques to plan project

duration and used various

cost estimating techniques

like analogous, parametric

and three point cost

estimation to measure total

expected cost for project.

Not very effective time

and cost estimation due to

that some of CDA projects

and delayed and closed

due to reason of wrong

time estimation and

budget problems.

Defect Rate

They less rely on

inspection and focuses on

prevention techniques and

quality assurance

procedures.

CDA do not use

prevention methods but

inspection methods to

remove defects. This

increases the cost of

project. CDA has poor

quality assurance,

controlling and monitoring

system.

Training and Education

Annual and time by time

training and education

programs for their workers

to enhance their skills and

make them capable for

new things.

CDA has no proper

schedule of training

programs for their

workers.

Sanitation

These developing

authorities construct and

maintain a good sanitation

system. Good network of

sewerage system and its

maintenance managed

drainage system of waste

and rain water and well

organize system of

disposal of wastes.

The sanitation system

developed by CDA is

good but not efficient.

There are some flaws in

drainage system which

fails to handle heavy rain

water.

Maintenance

Proper timing and

schedule for maintenance

and repairing.

Undefined and improper

planning for maintenance

and undefined

maintenance schedule.

Infrastructural

Development

Proper planning and

scheduling for

infrastructural

development and while

developing infrastructure

other factors like social

and environment factors

not over looked.

Lack of planning and

improper development

schedule and wrong

estimations.

Feedback System

Proper online feedback

system for their customers.

They welcome the

customer’s suggestions,

opinions and complaints

for betterment of their

company. They gave

freedom of information to

their customer.

CDA has feedback system

but they do not respond.

Transparency

Annual audits, freedom of

information, annual

reports about transparency

of organization, and all

data is available about all

projects and processes.

No record of audits,

information not

maintained no visibility of

transparency of projects

and processes.



performance indicator will be developed

We have used questionpro.com to generate an online survey through which we have collected

the responses of our fellows about CDA:

Using questioner survey website to generate a pool of 45 to 50

responses from the clients of CDA: based on which a prioritize list of

collective operations and projects performance indicator will be

developed

Following standards are set:

Excellent=10

Good=7.5

Average=5

Poor=2.5

Key Performance Indicators Collective Score Client Satisfaction 7.20

Sanitation 6.07

Infrastructural Development 5.35

Training and Education 5.02

Maintenance 5.00

Defect Rate 5.00

Construction Time and Cost 4.55

Feedback System 4.55

Transparency 3.20

Tangible/Intangible Benefits of the Developed Operations and

Projects Performance Metrics for the CDA

CDA can use above developed operations and projects performance matric to enhance

efficiency and effectiveness on current as well as future projects

If CDA takes care of client satisfaction then it will result in both tangible and intangible

benefits. Tangible benefits will be informed of increased revenue through increase number of

customers. Intangible benefits will be in form of good reputation and market name.

Sanitation is very important inspect of performance of any urban development authority.

Sanitation constructs a generic image of the CDA at it is the thing which is apparent and

visible to everyone. So CDA if takes care of sanitation in fact it is achieving both short term

and long term objectives. Short term objectives in terms of early reputation and image in

general community. Long term objective are elimination of several diseases which arise out

of poor sanitation system such as dengue.

Building new infrastructure is very important as it can help CDA to deal with ever arising

population needs.

Training enables employees to embrace future needs. Training and education of employees

should be given important place in CDA priority list as it will provide employees necessary

experience to fulfill project needs.

Defect rate is an important consideration when calculating effectiveness of current process.

Employing prevention over inspection will greatly reduce the cost wasted in rework, repair,

warranty claims and inspection agency cost.

Time and cost are two most important factors for any project. CDA can use these metrics to

employ modern techniques and technologies in time and cost estimation such as: using

scheduling softwares for time estimation and use of analytical techniques such as: cost

aggregation, analogous estimation etc. for estimating cost.

Discussion and Conclusion

The original problem is CDA is lagging quality management in its operations and projects.

To solve these problems efficiently and effectively we have considered these objectives:

1. Explore operations and projects quality metrics for some of the better performing

urban development authorities in Pakistan and in overall world: and compare their

operations and projects quality metrics.

2. Development of efficient and effective operations and projects quality metrics for

capital development authority Islamabad.

To explore and develop operations and projects performance metrics for Capital

Development Authority, Islamabad, following research methods are used:

Use of secondary research sources such as internet to find some of the better performing

urban development authorities in both Pakistan and overall world



Comparison of operations and projects quality metrics for enlisted companies based on

their achievements in these metrics


websites and newspapers.



projects performance metrics for CDA.



performance indicator will be developed.

Following are the results of research:

People consider client satisfaction as a most important and relevant factor for CDA.

72% people are satisfied with CDA performance.

People consider sanitation as second most important and relevant factor for CDA.

60% people are satisfied with CDA performance.

People consider infrastructural development as third important and relevant factor for

CDA. 53% people are satisfied with CDA performance.

People consider training and education as fourth important and relevant factor for

CDA. 50.2% people are satisfied with CDA performance.

People maintenance as fifth important and relevant factor for CDA. 50.01% people

are satisfied with CDA performance.

People consider defect rate as sixth important and relevant factor for CDA. 50%

people are satisfied with CDA performance.

People consider construction time and cost as seventh important and relevant factor

for CDA. 45.5% people are satisfied with CDA performance.

People consider feedback system as eight important and relevant factor for CDA.

45.5% people are satisfied with CDA performance.

People consider transparency as ninth important and relevant factor for CDA. 32%

people are satisfied with CDA performance.

Client satisfaction results in the enhancement of both revenue and goodwill. Sanitation

provides good reputation in general community and elimination of the root causes of many

fatal diseases. Arise in population can be managed through new infrastructure development.

Training and education makes employees agile. Maintenance provides care for sophisticated

systems. Defect rate identifies the importance of prevention over inspection. Construction

time and cost provides realistic estimates for expected time and cost for completion.

Feedback systems ensure customer response management in well manners. Transparency

provides organization goodwill in general public.

References:

[1] Capital Development Authority, n.d., Government of Pakistan, Available from:

<http://www.cda.gov.pk/>. [4 December 2013]

[2] Capital Development Authority, 2013, Government of Pakistan, Available from:

<http://en.wikipedia.org/wiki/Capital_Development_Authority>. [6 December 2013]

[3] Standard Operating Procedure (SOP) for management of sanitation service in

Islamabad, 2008, Government of Pakistan.

[4] The Pakistan Infrastructure Report by State Bank of Pakistan Infrastructure Taskforce,

n.d., Government of Pakistan.

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[6] M. Haider and I. Haider, n.d., Urban Development in Pakistan.

[7] Zaidi, 2005, Issues in Pakistan's economy, 2nd edition, Oxford University Press,

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[8] Shah, M. A., 2003, ADB's involvement in water supply and sanitation sector in

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from:<http://en.wikipedia.org/wiki/Delhi_Development_Authority> [12 December

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[12] Greater London Authority, n.d., Available from:<

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[13] Lahore Development Authority, n.d., Punjab Government Available from:<

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[14] Farris, Paul W.; Neil T. Bendle; Phillip E. Pfeifer; David J. Reibstein, 2010, Marketing

Metrics: The Definitive Guide to Measuring Marketing Performance, Upper Saddle

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[15] Delhi Development Authority Quality Manual ISO 9001:2000, 2005, India.

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