Quality Matters
June 2006
Welcome to the Quality Matters E-Newsletter, a regularly-distributed publication
that will keep readers up to date on quality-related news and resources for the
home building industry. You can access prior issues or subscribe to this
electronic news service on the NAHB Research Center's website - http://www.nahbrc.org/quality
- by clicking the "Read All About It" link on the right-hand side of the page.
We want to hear about your quality-related news for future issues-email
information to qualitymattersmoderator@nahbrc.org.
(The NAHB Research Center's editorial staff reserves the right to refuse or
condense any news submission.) Enjoy this issue of Quality Matters.
In this issue:
Thank You NHQ Sponsors
The National Housing Quality Program thanks its founding sponsor,
SimpsonStrong-Tie Co., Inc., for their continued support of quality
assurance in home building.
The NHQ Program is continuously seeking additional partners to support its
efforts to improve quality in the home building industry. If your company is
interested in pursuing NHQ sponsorship, a variety of opportunities are now
available.
For more information, visit
the NHQ sponsorship information page or contact Lisa Gibson, NHQ Program sponsorship
coordinator, at (301) 785-3100 or lwgllc@yahoo.com.
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KB Home Austin Earns NHQ Certification for Quality Assurance
The Austin division of national production builder
KB Home was recently awarded the nation's latest NHQ Certified Builder
designation after successfully completing the rigorous requirements of the
program in June. KB Home is currently the only NHQ Certified builder operating
in Texas, with certified divisions in Austin, Dallas, Houston, and San Antonio.
The NHQ program is designed to foster consistency and quality in building
practices. Launched during the 2005 International Builders' Show in Orlando,
Fla., the program recognizes builders who have implemented formal quality
assurance systems and have participated in a rigorous audit by Research Center
quality experts. Candidates for certification must work effectively with their
trade contractors and are required to continuously improve all elements of the
company's quality assurance efforts to reach higher levels of customer
satisfaction.
KB Home has been delivering high-quality homes throughout the Austin area for
more than nine years. The company was ranked among the top three home builders
for customer satisfaction by J.D. Power and Associates for the last three
years, including the top ranking in 2004. Even with its impressive track
record, a solid commitment to customer service excellence remains a top
priority for the company whose internal programs such as the "Power of 10"
quality pledge - a 10-point quality construction checkpoint that covers every
step of the process-complement the operating principles of the NHQ Program.
KB Home Austin division president Ken Langston said, "Becoming the first company
in Austin to be named an NHQ Certified Builder is a significant milestone in
our continued commitment to providing superior customer service, innovative
architecture, and quality homes in Austin. KB Home is driven by these goals in
everything we do."
Since the program's launch, participating NHQ Certified builders have noted
measurable improvements in their productivity, home buyer satisfaction, and
their bottom lines. "In a competitive market, one of the best ways builders can
differentiate themselves is through the quality of their homes," said Michael
Luzier, president of the NAHB Research Center. "The NHQ Certified Builder
program enables builders to proactively address quality issues and ultimately,
build a better product."
If your company has a strong commitment to customer satisfaction, a focus on
quality assurance and continuous improvement, and strives for operational
excellence - start on the path to NHQ certification today. Visit
www.nahbrc.org/quality or contact Don
Carr, NHQ Certified Builder program manager.
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Develop Trade Contractors as Quality and Safety Partners
In today's competitive home building market, trade contractors are in a perfect
position to add value to the construction process by bringing quality assurance
training, safety measures, and quality controls to their work crews. However,
many trade contractors see their role as that of a partner, but only as
schedulers of independent piecework crews. Builders can help to transform that
perception by working with trade contractors to develop a partnership for
quality and safety.
Some builders are lucky enough to find trade partners like this participating in
the National Housing Quality Certified Trade Contractor program, but all too
often builders are left with the responsibility to do it themselves. To achieve
quality results, they inspect and punch-out each job until it is right. With an
increased need for daily enforcement, this method and others like it are not
very effective; costing time and money.
A far more effective approach is to help trade partners acquire the capabilities
to be pro-active assets for quality and safety by leading a collaborative
effort that focuses on developing new skills. Three important places to start
are:
1. Work together to secure craftsman training from product manufacturers and
local trade schools. You will be amazed at the training resources available to
you. Decide what training and capabilities are required for the job and develop
a credential for field crews that meets those qualifications.
2. Collaborate to develop quality and safety plans. Agree on quality and safety
requirements and write them down in a quality plan that addresses the use of
materials, craftsman qualifications, workmanship specifications, safety
requirements, job records, and inspection requirements.
3. Define the field inspection records that document what was done on every job
and decide the inspection responsibilities for both the trade contractor and
the builder.
Cooperating in this way will result in high performance quality and safety, and
the mutual benefits will strengthen the relationship between you and your trade
contractor, creating a win-win situation for all.
To learn more about the National Housing Quality program,
and improving builder/trade contractor partnerships visit the NHQ webpage or
contact Don Carr, NHQ Certified Builder
program manager.
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Online Resource for Builders Receives Major Renovation
ToolBase.org, the home building industry's online technical resource, has a wide
range of reliable technical information on technologies builders, remodelers,
and trade contractors can try. A fully redesigned version of the site is now
under construction, to help builders navigate information on materials, new
technologies, business management, and housing systems more easily.
ToolBase.org has played an essential role in keeping quality building
professionals updated on industry issues and research, as well as accelerating
the awareness of beneficial technologies. However, as builders' needs have
changed over time, the redesign process was initiated to broaden the
information available as well as provide access to that information more
quickly and in greater detail.
Scheduled to launch in early July, the new ToolBase.org site will feature a more
user-friendly format with dramatically improved search capabilities, smarter
navigation, more detailed field evaluations, faster downloads, and multimedia
support.
For more information and to browse the NAHB Research Center's existing ToolBase
Services website, visit www.ToolBase.org.
Or, to research innovative technologies and practices that could help improve
the quality and performance of your new homes, visit the ToolBase Technology
Inventory, at
www.toolbase.org/techinv.
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Testimonial: How The NHQ Designation Helps My Business
As part of the Research Center's efforts to promote the success stories of
builders and trades participating in the National Housing Quality program, our
staff talked with Don Tarleton, of TNT Services Group, about the value of the
NHQ Certified Trade Contractor designation.
TNT originally earned the NHQ Certification in early 2004. Since then, the
company has been re-certified twice.
What did you think about the concept of a documented QA System when you
first joined the NHQ Program?
Went into meeting open-minded, but we also thought we were the best. NHQ helped
us open our eyes and see that we weren't as good as we thought we were. As a
result of this program, we are much more team-oriented, we are able to manage
growth much better, and find ways to improve each year. Now, we look at our
company from top to bottom and try to find ways to improve our company.
Have you ever won a customer or job because of your QA System and
Certification?
Yes. We went from doing no work for a local builder to doing 100 % of their
work-over 700 houses. Our bid was slightly more than the competition's, but the
builder saw the benefits of the improved quality and service we could deliver,
and realized that TNT was providing a much more valuable service. That helped
him save significantly over using other trades who appeared cheaper because of
a lower bid, but actually cost them more with callbacks and broken windows.
Has the program improved your relationship with other trades?
What really makes it work is when the trade partners before and after you gain
respect for you so it is possible to work through problems as partners rather
than adversaries. For example, we work regularly with Bollinger Construction, a
certified framer, as much as possible because we work so well together. Both of
our companies actually ask the builders to hire the other company because of
the great working relationship and efficiencies achieved when working together.
Has your NHQ Certification tangibly affected your bottom line?
Absolutely. One of the metrics that we have been tracking over the last two
years has been the percent of jobs completely installed correctly on the
initial trip to the jobsite. Our goal is 70 % installed right the first time.
In 2004 rate our rate was 32%, in 2005 it increased to 44%, and for 2006 YTD
data is currently at 64%.
Have you promoted the certification to your peers?
We have decals on our trucks to promote the accomplishment, and we don't want to
deal with people who don't believe in this program.
How important is it to you to maintain your NHQ Certified status?
The reason that we continue to stay certified is that the yearly certification
makes sure that we are staying on track and not resting on our laurels.
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NHQ Program Staff Receive American Society for Quality Recognition
The Certification Board of the American Society for Quality recently awarded
Stuart Denniston, Paul Callanan, and Bob Hill of the NAHB Research Center's
National Housing Quality NHQ Certification and Auditing staff the designation
of ASQ-Certified Quality Auditor (ASQ CQA). The designation is awarded to
professionals who have achieved significant proficiency in and comprehension of
quality auditing tools and techniques.
In order to sit for the CQA examination, candidates must have eight years of
on-the-job experience in one or more areas of the CQA Body of Knowledge. A
minimum of three years of this experience must be in a decision making
position. Successful candidates for this certification are expected to be able
to apply a variety of auditing techniques in examining, comparing, and
evaluating products, processes, and quality systems to specific standards.
Candidates must also be able to plan, develop, communicate, and execute and
audit within a defined scope.
"ASQ provides certification as a way to provide formal recognition to
professionals who have demonstrated an understanding of, and a commitment to,
quality techniques and practices in their job and career," explains Jerry
Mairani, president American Society for Quality.
Additional areas in the examination include applying project management skills,
using appropriate tools and methodologies to verify, document, and communicate
audit results and the audit report, and evaluating the effectiveness of
corrective action/follow up. The certification will serve to enhance the
professional capabilities of the NHQ staff and allow them to provide program
participants with an enriched level of professional service.
As a champion of the quality movement, ASQ offers tools and training to quality
professionals and practitioners, encouraging all to make good great. Since
1968, when the first ASQ certification was given, more than 100,000 individuals
have taken the path to reaching their goal of becoming ASQ-Certified in their
field.
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Congratulations to Recently NHQ Certified Trade Contractors
The NHQ Program is proud to announce the following newly-certified trade
contracting companies:
-
Rescue Concrete of Cameron Park, Calif. - concrete contractor
-
Ray's Flooring Specialist of Albuquerque, N.M. - flooring contractor
-
San Antonio Fence Co. of San Antonio, Texas - first fencing company certified
in Texas
-
Pacific Stucco, Las Vegas, NV - plastering company
-
Vision Plastering of Orangevale, Calif. - plastering contractor
-
Renaissance Stone Care & Waterproofing of San Jose, Calif. - first
waterproofing company in the nation
-
WestCor Construction of Redlands, Calif. - framing contractor
-
Poole Masonry of Ellijay, Ga. - first masonry company in Georgia
-
F&W Mechanical Services of Wrightstown, N.J. - first plumbing company in
New Jersey
-
Thermal Design of Marlboro, N.J. - first HVAC company in New Jersey
-
SBBM of Mountain View, Calif. - first rough clean up company in nation
-
Raney Construction of Clermont, Fla. - concrete, masonry and framing company
Business efficiency is vital to a company’s success, and trades can never
underestimate the importance of meeting or exceeding customer expectations and
achieving high levels of customer satisfaction. The
NHQ Certified Trade Contractor seal represents the high standards of
quality today's builders and homebuyers expect. If your company has a strong
commitment to customer satisfaction, a focus on quality assurance and
continuous improvement, and strives for operational excellence, start on the
path to NHQ certification today. Visit www.nahbrc.org/quality
or contact Jeff Taggart, NHQ Certified
Trade Contractor program manager.
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Quality Matters to Me...
The following testimonials describe how customer-focused quality has improved
the business of home building for National Housing Quality program
participants:
"Becoming the first builder in Austin to be named an NHQ Certified Builder is a
significant milestone in our continued commitment to providing superior
customer service, innovative architecture and quality homes in Austin. KB Home
is driven by these goals in everything we do. Completing the National Housing
Quality Certified Builder program was particularly important to our division
because it demonstrates to homebuyers and our partners that KB Home is
dedicated to delivering quality homes."
--Ken Langston, President, KB Home Austin
"The NHQ Program has reinforced quality into the everyday activities. It has
enabled us to make each person accountable for each step of the building
process."
--Gordy Sunderman, Raney Construction Inc.
"We have experienced a drastic reduction in backcharges from end customers. This
has increased our bottom line and allows us to maintain a positive relationship
with our customers."
--Anonymous, Truss Manufacturing Co., Inc.
"The NHQ Program continues to benefit our company. We have in the past three
years, continued to improve in every aspect of our business." Personally, I
would prefer to only work for a company that was smart enough to get involved
with the NHQ Program."
--Anonymous, Landaco Landscaping & Grading
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NHQ in the News
The following is a list of recent NHQ Program media coverage. Read all about it…
Nation's Building News, "Job Readiness and Cycle Time Key to Profits," article
touts the benefits of the NHQ Certification program. June 2006.
HGTVPro.com, "Big-Picture Planning Can Lead to Bigger Profits,"
feature article spotlights benefits of just-in-time delivery as part of
systematic quality assurance program. June 2006.
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