Builders Report Profitable Results From Attention to Quality
In the Dec. 3 issue of Quality Matters, a free monthly e-newsletter, the NAHB Research Center reports that builders are continuing to see good results from their efforts to transform their businesses by focusing on customer-focused quality.
Tom Frymire, vice president of Frymire Engineering Co., told the Research Center that his company has seen positive results in its top four warranty calls from the implementation of a comprehensive quality-focused program.
From May of last year to this May, he said, there has been a 35% reduction in air balance complaints, a reduction in condensation leaks, a 39% reduction in no a/c calls and a 60% reduction in low a/c calls.
Marie Diane Gerace, quality assurance manager for Landaco Landscaping & Grading, reported that, “We have seen substantial improvements in customer and builder satisfaction, a reduction in callbacks and increased profits that have more than offset the cost of the QA program. I am behind the certification program 100%.”