Grayson Homes has a 96% 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 5%. “At Grayson Homes, we differentiate ourselves from others with a deserved reputation for quality homes and products, processes, service and people," said Cindy McAuliffe, president and COO of Grayson Homes. "Our participation in NHQ programs keeps Grayson Homes and its trades focused on product, process and experience improvement.” Remodeler Division A Silver Award winner in the Remodeler Division, Boardwalk Builders, a $2.15 million remodeling company, conducts ongoing exchanges among managers, employees, trades, suppliers and customers to monitor progress against its annual business plan and three-year strategic plan. The company’s 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 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 efforts to increase its quality performance have shown remarkable results. The company had a zero-percent employee 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. “We take the time to do things right, and we like doing it right the first time,” said lead carpenter Ralph McCutcheon, an eight-year company veteran. “Carpentry is a dying breed, and Patty McDaniel (Boardwalk’s president) encourages us to have pride in our work. I’m fortunate to work with Boardwalk. I eat, sleep and breathe the company.” Trade Contractor Division In its almost 40 years of operation, Trade Contractor Division winner Schuck and Sons Construction Co., of Glendale, AZ, has become one of the largest carpentry contractors in the country. Craig Steele, the company’s president and CEO, has been active in the home building industry’s quality efforts for years, most recently serving on the NHQ Program’s Advisory Council. Through his 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. “Many of the builders we work with have welcomed our proactive approach to business,” said Jim Tourek, vice president of customer relations. “We are proud to recognize these outstanding companies for their leadership in the quality arena, said Research Center President Michael Luzier. “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. “Going through the application process really shifted my business plan,” said Broadway’s McDaniel. “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. 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. For more information, click here or send an e-mail. | 
