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How are you listening to the Voice Of your Customer? A survey finds that 52% of organizations use 3 to 4 methods to gather VOC data and 22% as many as 7 methods! Only 5% rely on one source of VOC.

The most common VOC data sources (in order of use) were:

Performance bonuses have been around the homebuilding industry for a long time.  Salespeople earn commissions and bonuses based upon their sales productivity, and Superintendents earn bonuses for their Quality, Budget and Schedule performance.  For the most part, customer satisfaction bonuses wer

Despite the current market and the recession these builders show how they have continued to improve, change and increase their bottom-line and create satisfied customers with high quality homes.  There are the four winners of the National Housing Quality Award this year, with awards in the Gold,

This year marks the 19th edition of the National Housing Quality Awards, the industry’s only recognition program dedicated to helping builders grow their businesses and become more profitable.

On a construction site a worker was grumbling to himself as he worked. “How is it going?” I asked. “What?........oh…..ah fine…..well…..do you know on how many jobs they keep doing this the same stupid way? I keep fixing this damn thing every week.

A roof can represent 10-25% of the cost of a building, 90% of improper installation procedures are covered from view upon completion of work and defects are not identified until leaks or other problems occur at a later date, which brings us to the fact that roof failures feature high in construct

If there’s one common thread among the six builders featured in our article on fast-growing builders (“Big Gainers”), it’s the absolute importance of keeping th

Every so often, when a number of positive changes occur right on top of each other, it makes sense to communicate them directly to you, our readers.

Sometimes it feels as though buildings are being designed without consideration of those that will occupy them. Thought always needs to be given to how the environment will be used.

A recent survey conducted by Deloitte entitled ‘Core Beliefs and Culture’ showed that culture creates strong business performance, it also showed a key disconnect between leaders and employees.

“Obsessed by a fairy tale, we spend our lives searching for a magic door and a lost kingdom of peace.” - Eugene O'Neill

I have personally seen organizations that have used initiatives to drive service excellence and have created for example 98% customer satisfaction as a result. In each case it has been about creating a systematic approach.

$50k which was to be transferred from one business account to another was not actually completed.

A client was given completely different instructions by 3 different representatives from the same office.

Team sports analogies have long been used in home building for obvious reasons.  They both have the common component of individual performances that roll up into team results.  Home building is the ultimate team endeavor, made up of internal employees and external trade partners numbering into th

While Quality tools and techniques have been around for a long time and proven their worth I still see and hear situations that amaze me.

I travel this country meeting with builders virtually every week and between my monthly Professional Builder article, my weekly blog on HouzingZone.com and our Lean Building Group on Linkedin.com, I hear from many more.

'Of course I do', or so you say! But do you, would you really?

Todd Hallett and I are running a LeanPlan Workout session this week in Tennessee with one of my favorite builders. In the years I have known them they have grown from #11 in their market to #2 last year and this year there’s a good chance they will be #1. They are beating all the nationals.

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