Warranty service teams tackle tough construction problems. They
could probably fix just about any problem they come across. When a home buyer calls with a
leaky window, you can be sure it will get fixed. It isn't the first time a window leaked,
probably won't be the last.
In fact just about all service call backs are for the same problems
that happen over and over again. A warranty call back for a problem that your team has not
seen before is rare. Some problems occur so frequently that there may even be a company
expert for fixing them!
John Lewis, Service Manager at Ryan Homes, Baltimore West Division
remembers when pesky leaking windows forced his warranty team to become experts at
resealing windows. Using good silicone sealants under the exterior flange should have
provided a good secondary water barrier, but for some reason water would still find its
way inside. Not until a secondary flashing sealed the window to the substrate did the
problem disappear. The flashing is now a standard part of the company's house sealing
process.
Service managers can lead their teams toward a new way of working.
Part of the service manager's job is to set into motion a continuous improvement process
that demands involvement from everyone and constantly reinforces the importance of finding
solutions that prevent call backs. The manager should work aggressively with the team to
set priorities for problem solving, to test new approaches, and when effective solutions
are found, to aggressively institute the changes. When the problems start disappearing one
by one, the service team can take pride in its accomplishments.
Geoffrey Nelson, Service Manager at Pulte Homes Illinois Division,
has an ongoing continuous improvement program in which a new area for improvement is
selected every month. The problem gets the service team's focused attention until it has a
solution and has tested it with the construction department. Successful improvements are
built into revised specifications. After several years of using this continuous
improvement approach, the firm has reduced call-backs and their related costs to an
all-time low.
Imagine if a year from now twelve of your biggest service problems
didn't exist anymore! There's no time like now to get started.