Are you a builder committed to the quality
process but still need a breakthrough to reach levels of quality
and customer satisfaction you expect? Fine-tuning the company’s
existing management system into a unified approach, rather than
adding new functions, is the key to your success. If you have
good business practices and a quality culture, fine-tuning can
put you in a position for breakthrough results.
Get started by eliminating mixed messages
that associates receive from the management system. Preaching
customer satisfaction will have little effect if you pay bonuses
solely on profitability. Likewise, efforts to achieve a reputation
of integrity and customer responsiveness can be diminished by
using personnel evaluations forms from the office supply store
that value neither of these qualities. Awarding individuals for
their personal successes often discourages teamwork (my favorite
is a bonus for the person who wins the annual teamwork award).
Discussions at your company are sure to uncover your own alignment
weaknesses that deserve attention.
The next step is to link the company mission,
values, and long-range vision and goals to each business function.
Annual business plan activities should support the future vision
of what the company can become. Personnel hiring, evaluation
schemes, training, and compensation should link directly to the
company vision and values. Customer satisfaction surveys should
ask if company values are demonstrated. Performance measures
for all levels within the company should reinforce overall company
goals. Reviewing each element of the management system for linkage
to company-wide themes will produce rewarding results.
Reaching the highest levels requires tying
together individual business functions in ways that drive toward
company-wide goals. Customer expectations set during the sales
process should set the stage for customer satisfaction with home
quality and warranty service. Accounts payable payment schedules
should advance the development of trade contractor partnerships.
The selection of suppliers should support zero defect construction
goals. Customer satisfaction surveys should provide performance
feedback for all key customer contact points in sales, selection,
construction and warranty service. There are many opportunities
to fine-tune the complex network of business activities to achieve
new levels of synergy.
Examining your company from an integrated
business systems point of view requires a new perspective. An
excellent agenda for self-assessment is yours by answering the
questions for the National Housing Quality (NHQ) Award, co-sponsored
by the NAHB Research Center and Professional Builder Magazine.
Call (800) 638-8556 ext. 6225 for an application.
Leverage your quality accomplishments by
aligning existing business activities into a cohesive management
system. The synergy will propel your company to the next level.