When you have quality problems, do you shop for a new trade contractor that will make your problems go away? Do all the replacement candidates tell you the familiar "we're reliable and do quality work?" Is it the same pitch you heard last year from the trade contractor that you're firing?
Certainly some trade contractors do better than others. But it seems that no matter how many of the poor performers are weeded out, the average quality performance doesn't seem to rise very much.
As surely as you'll have a few new trade contractors next year, you can also be sure that you will have more quality problems and you'll start looking around again.
As the saying goes "if you always do what you do, you'll always get what you got." Changing trade contractors is doing what you always do. Why should you expect overall quality to get better? Improving quality is more than finding new ways to hire and fire trade contractors.
We need to change the approach to quality control. First, we need to know how a trade contractor quality control system should work. To find out, the NAHB Research Center analyzed quality control issues in residential construction, identified areas where the current system needed improvement, and determined how they can be improved. The study concluded that effective quality controls must operate within the trade contractor's work crews to prevent problems before they occur. To accomplish this, the quality control system should set requirements for approved materials, use of qualified persons to perform specific tasks, work standards, explicit sales contracts, and jobsite inspection by the crews performing the work.
ISO 9000, the internationally recognized quality control standard integrates these elements into a comprehensive system. On the basis of ISO 9000, the Research Center developed a Trade Contractor Quality Control Manual (see sidebar).
Builders can use the Trade Contractor Quality Control Manual as a model to help their trade contractors bring good quality control practices to their crews. This involves training contractors on the approach, helping them to adapt the Manual to their trades, and making sure that it applies to existing quality problem areas.
To test this approach, the Research Center adapted the quality manual to the insulation trade. This involved obtaining all of the manufacturer's installation standards, developing an insulation inspection checklist and training contractors in the quality control system. Three insulation contractors participated in an pilot program sponsored by CertainTeed. This program produced positive results, and a second program for External Insulation and Finish System (EIFS) Installers has been designed and is in the pilot testing phase.
Assessing compliance to the quality control requirements is straightforward. The first step is to verify the paper trail of contracts, jobsite inspections, use of approved materials, and records of qualified installers. The next step involves detailed jobsite audits to observe workmanship, use of materials, and quality control procedures. The Research Center uses these procedures in a new program to independently certify the quality controls of insulation contractors. Currently over 65 contractors are certified.
Next time you have a quality problem with a trade contractor don't just change your contractor, change your contractor's quality controls!
Trade Contractor Quality Control Guidelines
The NAHB Research Center's Trade Contractor Quality Control Manual sets requirements that enable trade contractors to address key elements of a quality control system. The manual provides a general approach that is to be tailored to each trade.
Qualified Materials and Installation Procedures
Materials and the designed use of materials are critical elements of quality installations. To prevent confusion regarding what materials are to be used and how, a list is made of acceptable materials, acceptable installation methods, and any requirements for special equipment.
Qualified Installers
Installer capabilities are critical to every quality installation. Trade contractors may set their own standards and methods for evaluating the installers' skill, knowledge, and workmanship or recognize a trade skills certification program. When all requirements are met, trade contractors keep lists of installers qualified to perform various installation tasks. Helpers may assist on the jobsite, although quality responsibility remains with the qualified installer.
Sales Contracts
Sales contracts must clearly describe the work to be performed. The contracts are used as the basis for an agreement with the builder, and by installation crews for work instructions. The contracts consist of two parts. The first part, Installation Requirements, defines the responsibilities of the builder and of other trade contractors necessary for a high performance, durable installation.
The second part of the sales contracts is called the Scope of Work. It contains the specifications for installation work to be performed by the trade contractor.
Jobsite Inspections
The preceding sections describe the foundation for quality controls on the jobsite. Jobsite inspections involve checklists specific to each trade to verify that approved materials are used according to the installation instructions, that qualified installers perform the work, and that the Scope of Work requirements are met.
Each inspection checklist should address key quality control checkpoints and quality problem areas specific to the trade. Quality inspections should use checklists at each work phase to verify that:
- architectural design requirements and building conditions are suitable for installation;
- previous work phases are complete;
- work was performed by qualified personnel;
- only approved materials were used;
- The amount of materials used was sufficient to complete the work phase;
- Scope of Work requirements have been met;
- installation specifications and procedures have been met;
- the work phase is complete; and
- any quality problems have been corrected.
Quality System Audits
Periodic audits assess whether the system is effective at controlling quality, and whether the contractor is conforming to the requirements of the Trade Contractor Quality Manual. The audits involve periodic reviews of installation crew performance, and of the overall quality system. They can be performed by the trade contractor, builder, or a third party auditor.