312-Point Quality Checklist Makes for Happy Customers
Delivering about 550 units last year, Veridian Homes, recipient of the 2007 EnergyValue Housing Award for Builder of the Year, is demonstrating how a quality control process can achieve top levels of customer satisfaction.
As a National Housing Quality (NHQ) Certified Builder and the winner of a 2006 Gold National Housing Quality Award, Veridian’s quality assurance program has withstood rigorous scrutiny by housing quality experts. Its energy-efficient homes have received stellar customer approval ratings consistently in the range of 95%.
The company manages and clearly defines the expectations of everybody involved in the construction of each home — including the home owner — and addresses potential problems early through a 312-point quality checklist, according to the NAHB Research Center.
That proactive approach virtually eliminates rework and dramatically reduces callbacks, saving money and producing happy customers.
Veridian’s literature for home owners describes each step of the construction process, outlines the responsibilities of each party and answers many predictable questions about change orders (including a chart showing when various changes are allowed), allowances, product options, walk-throughs (six are planned for each customer), post-construction clean-up, the expected length of time for each phase of construction, contact information for utilities and community services and how to initiate warranty service.
David Simon, the company’s president of operations, attributes Veridian’s happy customers to its ability to “deliver homes on time and on budget every time.”
“Our ‘even flow’ production scheduling methodology is key to ensuring on-time delivery at each stage of home construction and to efficiently coordinating trade partners,” said Simon. “Detailed trade partner scopes of work help ensure that the proper methods and materials are used consistently on every home. Weekly meetings with trade partners are critical for assuring good communication, providing trading opportunities and seeking better ways of getting the job done.”
Also, rather than resting on its laurels, the company uses a continuous NHQ improvement process designed to identify its strengths and weaknesses.
“Company-wide self assessments evaluate all aspects of our organization and identify key opportunities for improvement,” Simon said.
Veridian uses the management systems of the NHQ Builder Certification program to identify key opportunities for improvement, he said.
Participation in the EnergyValue Housing Award process has also been instrumental in Veridian’s benchmarking and networking and its evaluation of the best energy-efficient design, construction and marketing processes, Simon said.
Applications are now being accepted for the 2008 EnergyValue Housing Awards. To learn more and to apply, click here (nahbrc.org/evha).