2004 Media Releases & Alerts
National Housing Quality Award Winners Highlight Quality Achievements in their
Business Practices
February 12, 2004, Upper Marlboro, Md. - At the 2004
International Builders’ Show in January, the NAHB Research Center and Reed
Residential Group, publisher of Professional Builder and Professional
Remodeler magazines, presented three companies with National Housing
Quality (NHQ) Silver Awards. The NHQ Awards, which are patterned after the
Malcolm Baldrige National Quality Award, represent the highest recognition by
the home building industry for quality achievement.
The NHQ Award program has three divisions-home builders, remodelers, and trade
contractors. This year, the NHQ Award judges selected one Silver Award winner
in each division.
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Builder Division:
Grayson Homes of Ellicott City, Md.
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Remodeler Division:
Boardwalk Builders of Rehoboth, Del.
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Trade Contractor Division: Schuck and Sons Construction
Company of Glendale, Ariz.
The NHQ Awards are open to all U.S. residential construction companies. Entries
are judged by panels of experts who evaluate the role that customer-focused
quality plays in construction, business management, sales, design, and warranty
service.
Grayson Homes, which closed 134 homes last year, began its
business process improvements in 1997, with results commensurate with its
exceptional efforts. The firm manages an extensive survey mechanism for buyers
during construction and after closing, links employees' compensation to
customer satisfaction, and hosts monthly trainings conducted by trade
contractors at sales and production meetings. In 2002, its trades began
training with the NHQ Certified Trade Contractor program. In 2003, Grayson
began participating in the pilot NHQ Certified Builder program.
Grayson Homes has a 96 percent rate of zero defects at closing. In addition,
while gross sales revenue increased more than $10 million between 2002 and
2003, direct construction costs as a percentage of sales decreased by five
percent. Cindy McAuliffe, president and COO of Grayson Homes, said, "At Grayson
Homes, we differentiate ourselves from others with a deserved reputation for
quality homes and products, processes, service, and people. Our participation
in NHQ programs keeps Grayson Homes and its trades focused on product, process,
and experience improvement."
Boardwalk Builders, a $2.15 million remodeling company, engages
in ongoing exchanges among managers, employees, trades, suppliers, and
customers to monitor progress against its annual business plan and three-year
strategic plan. Its mission is "to build high-quality remodeling projects and
custom homes, offer personalized service throughout the construction process,
and build a business whose reputation for professionalism and customer service
is unparalleled by our competition." The NHQ Award judges noted Boardwalk
Builders' active reinforcement of its mission, vision, and values by all team
members; its integrity and commitment to customer service; and a superior
construction quality that illustrates a cultural alignment among the company
and its trade partners.
Boardwalk's quality efforts have shown remarkable results. The company had a
zero percent turnover rate in 2003, and repeat customers represent one-third of
its current volume. By the end of 2003, Boardwalk had signed $2.9 million in
contracts for 2004 projects.
Lead carpenter Ralph McCutcheon, an eight-year company veteran, said, "We take
the time to do things right, and we like doing it right the first time.
Carpentry is a dying breed, and (Boardwalk Builders president) Patty McDaniel
encourages us to have pride in our work. I'm fortunate to work with Boardwalk.
I eat, sleep, and breathe the company."
In its almost 40 years of operation, Schuck and Sons Construction Co.,
is one of the largest carpentry contractors in the country. Craig Steele,
president and CEO, has been active in the home building industry's quality
efforts for year, most recently serving on the NHQ Program's Advisory Council.
Through the company's participation in the NHQ Certified Framing Contractor
program five years ago, Schuck and Sons began formalizing performance
measurements and documenting continuous improvement.
Company managers report that customer feedback resulting from its dedication to
quality has been very positive. Jim Tourek, vice president of customer
relations, said, "Many of the builders we work with have welcomed our proactive
approach to business."
NAHB Research Center president Michael Luzier said, "We are proud to recognize
these outstanding companies for their leadership in the quality arena. Each of
these companies has displayed a discernable dedication to quality assurance and
customer satisfaction throughout their business practices."
Preparing an NHQ application is an important step in every applicant's quality
journey. Program participants benefit from the introspective process of
preparing an application, as well as the insightful feedback received from a
judging panel of industry experts. Boardwalk's McDaniel explains, "Going
through the application process really shifted my business plan. It didn't tie
together before. Now it's a document that is definitely connected from year to
year. It's more proactive than reactive."
Winners of the NHQ Award are featured in Professional Builder and Professional
Remodeler magazine articles that highlight their company's quality
management practices and serve as a model for the benefit of the housing
industry. For more information on the National Housing Quality Program, visit
www.nahbrc.com/quality or send your questions through our
Contact Us online form.
2/04
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