The best advice in preparing for the audit is to be certain that you and your company are following the quality manual in theory, and more importantly in practice. Next, realize that the auditor is not expecting to find perfection but evidence of a continuous improvement approach. The audit is not a witch-hunt designed to stumble you, but a process created to identify and resolve issues that keep a company from performing optimally. The auditor represents an impartial third party whose intention is to provide feedback that will help you improve your operation, so don’t hesitate to contact him with any questions you may have as the audit approaches. 

The NHQ audit typically begins with an interview with the owner/senior management to understand that company’s approach and commitment to quality from the management’s perspective. The next interview is typically with the quality manager or quality representative to understand in detail how the quality management system is expected to operate. This  part of the audit also usually includes reviewing records such as builder feedback surveys, annual management review, jobsite audits, safety records, and closed lot files. This is followed by interviews with purchasing, estimating, and/or general construction superintendents (as applicable).  All of these interviews seek to find evidence that your company's quality system is operating as described in the quality manual, that the quality manual describes processes that meet the NHQ requirements, and that these processes are effective in ensuring and improving quality. 

The next step in the process includes the NHQ team selecting several jobsites to visit. The purpose of the jobsite visit is not to inspect the work but to verify that the quality processes are in place. The jobsites are selected to provide a cross-section of the work of the company within the confines of travel that can be accomplished in 3-4 hours. The site visits include interviews with the crews to understand the hot spot process; the overall awareness of quality and safety; verify that the proper documentation (current drawings, inspection forms, etc.) is available and being used as intended; verify an understanding of the company job-ready policy, workmanship standards, and manufacturer’s instructions; and provide the opportunity to gather some customer feedback from available builder superintendents.     

By mid-afternoon the day of the audit, the auditor and the jobsite visit host (usually the quality representative) return to the office to wrap up any interviews and record review remaining. It will take the auditor about an hour to write up a brief summary of the audit and to document any “findings”.  The findings are characterized as either major, significant, minor, or observations. Observations are generally just suggestions for improvement but there is no requirement that a company respond to an observation. A major, significant, or minor finding means that an NHQ requirement was found that the current QMS (or its implementation) is not effectively meeting. The potential impact of the finding determines if it is major, significant, or minor.

The summary and the findings are present ed at the closing meeting generally to the senior management and quality representative. It is not necessary that your audit produce zero findings to be NHQ Certified. The auditor will make his preliminary recommendation relative to your company’s readiness for certification. It is possible for companies with several minor findings to be recommended for certification. It is important to remember that perfection is not the criteria, but substantial compliance is.  The expectation is that you respond to any findings with a plan and commitment to correct the shortcoming.  As part of the NAHB Research Center’s quality management practices, each audit report is reviewed by another auditor to ensure clarity and consistency prior to the final report being issued.

Audits help you to identify problems, risks, good practices and opportunities to better serve your customers. The information garnered from well-conducted audits is a company asset that far outweighs the perceived inconvenience. After the first audit, most companies understand the process and do not fear future audits (unless of course they have dropped the ball on their quality system).  To learn more about the NHQ Program and the certification process, contact Bob Hill, director of laboratory and certificaiton services.