Quality Management

Blogs related to Quality Management in Professional Home Building and Remodeling Business.



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:

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,

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

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.

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.

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.

5W2H stands for 5 Ws and 2Hs or Who, What, When, Where, Whey How and How much.

When working on improving a process this is a very simple tool to help you think thorough improvement opportunities.

Who does this? This can lead to, could we do it with less people?

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