The document outlines criteria for constructed quality including having written quality standards and definitions, goals and objectives, trade agreements and scopes of work. It also discusses having continual improvement processes to measure quality issues and trades, documentation to log improvements, and reporting savings from improvements. Additionally, it addresses having education programs for employees and trades including training manuals, seminars, and meetings.

1. B Y T O M G I L L E S P I E
NHQA CRITERIA
CONSTRUCTED QUALITY

2. QUALITY STANDARDS
• Written standards and definitions exist.
• Goals and objectives are created.
• Trade agreements & scopes of work exist.
• Delivery standards exist with a focus on codes and
safety.

3. CONTINUAL IMPROVEMENT
• System exists which measures quality issues.
• System exists which measures quality of trades.
• Documentation system to log and monitor
improvements.
• Reports document time and savings of
improvements.

4. EDUCATION
• Training manuals and programs demonstrate a
consistent and recurring quality education program
for employees and trade partners.
• Training programs include builder-sponsored
seminars, trade partner councils, on-site regular
meetings and more formal classroom work.

5. REVIEW PROCESS
• There is a quality review process for communities,
new plans or products prior to bringing on-line.
• Management respects and demonstrates a
commitment to following the defined process.

6. POST CLOSING
• The quality of warranty service is pursued with the
same zeal as construction.
• Special attention is given to educating customers
on the warranty and the care of their home.
• A system is in place to provide feedback on
warranty issues to construction process for continual
improvement.

7. CUSTOMER INVOLVEMENT
• Time and resources are invested to educate the
customer on quality standards.
• The customer is actively involved in the review and
acceptance process.

8. RECOGNITION
• Individuals as well as teams are recognized for their
contributions to quality initiatives.
• Individuals as well as teams are recognized for their
efforts in achieving customer satisfaction.
• Trade partners are recognized for their contributions
to quality initiatives and customer satisfaction.

9. PROBLEM PREVENTION
• Construction defects are tracked and recorded.
• Teams exist which analyze defects for patterns and
make recommendations to prevent in the future.
• Trade partners are included in problem prevention
activities.
• The problem prevention process is well defined and
followed preventing problems from reoccurring.