How To Identify & Resolve                Recurring Issues in High                  Performing Homes                       ...
The National Association of Home Builders is a RegisteredProvider with The American Institute of Architects ContinuingEduc...
Copyright Materials    This presentation is protected by US and  International Copyright laws. Reproduction,distribution, ...
Learning Objectives   What recurring issues are and how to identify    them   How these issues can impact performance an...
BackgroundDepartment of Energy Programs Building America       DOE’s residential research &        development (R&D) pro...
Building America   Private/public R&D    partnership sponsored    by DOE   Energy-efficient    solutions for new and    ...
High Performing Home Goals           Build/Remodel “high performing            homes” that are               Energy effi...
Quality ManagementGoal:Processes, tools and methods  to build high performance  homes on a repeatable scale(1) Build the h...
High Performance Home            Hotspot Process   Hotspot process     Prioritize and greatly reduce recurring      prob...
A Hotspot IS   A Hotspot is a Problem that is:     Current     Widespread or recurring     A significantly important c...
A Hotspot Is NOT A problem that the company no longer has An external problem A relatively unimportant issue An issue ...
Typical Hotspot CategoriesJobsite            Office Operations                Personnel OrInstallation                    ...
Examples of Typical Hotspots   When occurring frequently . . .     Gaps and voids regularly found in the      installati...
Why Do Hotspots Work?Hotspots work because they are: Focused on a prioritized topic Well-trained to all workers Inspect...
Hotspot Process Overview
1. IDENTIFY HOTSPOTS
Questions for Hotspot           Identification   What is the leading cause for return    trips to the jobsite?   What ar...
2. PRIORITIZE HOTSPOTS
Choose Hotspot Using Data                                    HOTSPOT/INSPECTION LOG   Builder/Lot                Inspectio...
Prioritize   Cost   Number of call backs   Etc . . .
3. ROOT CAUSE?
80/20 Rule20% of the issues . . .  . . . Cause 80% of the problem
Fishbone Chart
Fishbone Chart   List what is known about problem   Eliminate what is NOT causing the    problem   Isolate what IS caus...
4. DOCUMENTATION &      TRAINING
Documentation   Document solution     Revised scopes of work     Details & specifications     Detail new process
Training   Hotspot Training     Explain the problem     Outline the costs and problems from      the hotspot issue    ...
Develop Hotspot Training Sheet Install mechanical dampers on supply-air duct lines off the plenum  Instale válvulas mecáni...
5. IMPLEMENT TRAINING &        SOLUTION
Sign Hotspot Training LogAll crew members and all crew leaders must attend session.•Lead man explains the problem and the ...
6. MONITOR
Inspect Hotspot On All Jobs                                                                                          Subdi...
Evaluate Inspection Data                                    HOTSPOT/INSPECTION LOG   Builder/Lot                Inspection...
Hotspot Process Overview
Repeat the Process, If Needed   If hotspot is not    successful       Return to the root cause        analysis stage    ...
Complete And Celebrate A Hotspot   If hotspot is successful, close-out the    hotspot and recognize the contributors   R...
The Example
1. IDENTIFY HOTSPOTS
Questions for Hotspot           Identification   What are the most expensive    reasons for callbacks?   What are the ar...
2. PRIORITIZE HOTSPOTS
Choose Hotspot Using Data   Builder/Lot       Inspection Items from Job Complete Forms                      Cantilever Flo...
Cantilever Floor
3. ROOT CAUSE?
Fishbone Chart   List what is known about problem   Eliminate what is NOT causing the    problem   Isolate what IS caus...
   Sealing   Blocking
   Insulation
4. DOCUMENTATION &      TRAINING
Documentation
5. IMPLEMENT TRAINING &        SOLUTION
Conduct Hotspot Training
Sign Hotspot Training LogAll crew members and all crew leaders must attend session.•Lead man explains the problem and the ...
6. MONITOR
Inspect Hotspot On All Jobs                                                                                          Subdi...
Evaluate Inspection Data   Builder/Lot       Inspection Items from Job Complete Forms                        HOTSPOT ITEM ...
Next Steps . . .                     (and WHY?)   Goals:     Quantify benefits of      implementing quality      practic...
Hypothetical Cost of Quality                         (Cokins, 2006)   PC=prevention cost              IFC=internal failu...
Opportunities for Builders                  (Professional Builder Magazine, May 2009)Do Builders See a Need for  Improveme...
National Housing Quality Award                     (NHQA) Results 1993-2009                                           NHQA...
Performance Metrics       beyond Recurring Issues   Construction schedules   On-time delivery   Energy performance   C...
Challenges of Performance                  Metrics   Comparing    “apples to apples”   Defining them so    all builders ...
Quality Impacts at                    Veridian Homes   Construction Costs       -/+1% Budget vs. Actual   Customer Sati...
Veridian Results       Reduced Defects            50% in 1 yr            Cut inspections in half       Reduced Warrant...
High Performance Quality      Management            Economics of Quality            Hotspot Methodology            High...
Resources   Building America       www.eere.energy.gov/buildings/building_america   Builders Challenge       www.eere....
Thank You!This concludes The American Institute of Architects      Continuing Education Systems Program                   ...
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2011 06-21 green365 nahbrc - hph reoccuring issues

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  • Inspecting specifically for that hotspot on every job Documenting
  • Panelized walls with gasketed SIS panels providing an additional R-5.5, WRB, and external air barrier
  • Panelized walls with gasketed SIS panels providing an additional R-5.5, WRB, and external air barrier
  • Inspecting specifically for that hotspot on every job Documenting
  • Often invest more on correcting failures Quality companies invest More on preventing and appraising quality Less on correcting defects Prevention is inexpensive compared to repairs or replacement
  • Economics of quality specifically for builders - Do builders see a need for improvements? Can we expect similar results for builders who implement effective quality management practices?
  • Note: this is a compilation of data from award winners but each statistical result only represents those companies for which data was available. Judging on Leadership, Strategic Planning, Performance Management, Customer Satisfaction, Human Resources, Construction Management, Trade Partnerships, Business Results
  • Warranty costs as a % of gross sales/revenue Warranty cost per home Warranty costs per year per home sold
  • 100% homes Green Built Home certified and ENERGY STAR labeled and over 50% of construction waste recycled
  • material variance (difference between ordered and required quantities)
  • Transcript of "2011 06-21 green365 nahbrc - hph reoccuring issues"

    1. 1. How To Identify & Resolve Recurring Issues in High Performing Homes Amber Wood Manager, Energy Programs NAHB Research Center June 21, 2011Driving Innovation in Housing Technology
    2. 2. The National Association of Home Builders is a RegisteredProvider with The American Institute of Architects ContinuingEducation Systems. Credit earned on completion of thisprogram will be reported to CES Records for AIA members.Certificates of Completion for non-AIA members are availableon request.This program is registered with the AIA/CES for continuingprofessional education. As such, it does not include contentthat may be deemed or construed to be an approval orendorsement by the AIA of any material of construction or anymethod or manner of handling, using, distributing, or dealingin any material or product. Questions related to specificmaterials, methods, and services will be addressed at theconclusion of this presentation.
    3. 3. Copyright Materials This presentation is protected by US and International Copyright laws. Reproduction,distribution, display and use of the presentation without written permission of the speaker is prohibited. © NAHB Research Center
    4. 4. Learning Objectives What recurring issues are and how to identify them How these issues can impact performance and energy efficiency How to prioritize multiple issues and what to address first How this translates in quality management How to solve the issue and know when you are successful
    5. 5. BackgroundDepartment of Energy Programs Building America  DOE’s residential research & development (R&D) program Builders Challenge  DOE’s energy efficiency certification for homes
    6. 6. Building America Private/public R&D partnership sponsored by DOE Energy-efficient solutions for new and existing housing
    7. 7. High Performing Home Goals  Build/Remodel “high performing homes” that are  Energy efficient  Durable  Comfortable  Healthy to live in  Safe  Affordable In other words . . . Green.
    8. 8. Quality ManagementGoal:Processes, tools and methods to build high performance homes on a repeatable scale(1) Build the home to specifications (quality control)(2) Repeat the process (quality assurance)
    9. 9. High Performance Home Hotspot Process Hotspot process  Prioritize and greatly reduce recurring problem  Self-contained quality management process
    10. 10. A Hotspot IS A Hotspot is a Problem that is:  Current  Widespread or recurring  A significantly important challenge
    11. 11. A Hotspot Is NOT A problem that the company no longer has An external problem A relatively unimportant issue An issue that is linked to just one individual or crew
    12. 12. Typical Hotspot CategoriesJobsite Office Operations Personnel OrInstallation Company CultureMaterial failure Inventory control Low moraleProduct failure Documentation Culture of finger- pointingInefficient Accounts payable/receivable Lack ofinstallation accountabilitySafety issues Maintenance of records Lack of prideImproper Poor Communication (i.e. Poorinstallation between office and the field) communicationPoor Coordination/accountability ofcommunication field personnel
    13. 13. Examples of Typical Hotspots When occurring frequently . . .  Gaps and voids regularly found in the installation of batt insulation  Inspections not being done, or not being documented  Workers on the jobsite failing to follow safety procedures such as not wearing hardhats
    14. 14. Why Do Hotspots Work?Hotspots work because they are: Focused on a prioritized topic Well-trained to all workers Inspected and tracked for all jobsWhich educates workers and creates accountability
    15. 15. Hotspot Process Overview
    16. 16. 1. IDENTIFY HOTSPOTS
    17. 17. Questions for Hotspot Identification What is the leading cause for return trips to the jobsite? What are the most expensive reasons for callbacks? What is the worst problem or bottleneck in the office? What are the areas of improvement that customers would most like to see improvement?
    18. 18. 2. PRIORITIZE HOTSPOTS
    19. 19. Choose Hotspot Using Data HOTSPOT/INSPECTION LOG Builder/Lot Inspection Items from Job Complete Forms Hotspot Item Item 1 Item 2 Item 3 Item 4 Item 5 Item 6 Item 7 Item 8 Smith Building 2 Elders 23 1 1 Elders 24 1 Elders 25 1 1 Elders 26 The Meadows 12 The Meadows 13 The Meadows 14 1 The Meadows 15 The Meadows 16 1 The Meadows 17 1R&R Custom Homes 1002 Peaceful Way 1 1 1004 Peaceful Way 1 1006 Peaceful Way 1 1 1008 Peaceful Way 1 Total 3 1 5 1 0 1 0 1 1
    20. 20. Prioritize Cost Number of call backs Etc . . .
    21. 21. 3. ROOT CAUSE?
    22. 22. 80/20 Rule20% of the issues . . . . . . Cause 80% of the problem
    23. 23. Fishbone Chart
    24. 24. Fishbone Chart List what is known about problem Eliminate what is NOT causing the problem Isolate what IS causing the problem
    25. 25. 4. DOCUMENTATION & TRAINING
    26. 26. Documentation Document solution  Revised scopes of work  Details & specifications  Detail new process
    27. 27. Training Hotspot Training  Explain the problem  Outline the costs and problems from the hotspot issue  Detail the solution
    28. 28. Develop Hotspot Training Sheet Install mechanical dampers on supply-air duct lines off the plenum Instale válvulas mecánicas en las líneas de conducción de aire del pleno
    29. 29. 5. IMPLEMENT TRAINING & SOLUTION
    30. 30. Sign Hotspot Training LogAll crew members and all crew leaders must attend session.•Lead man explains the problem and the proposed solution.•Everyone examines both pictures and all notes.•Lead man answers any questions.•All crew members and crew leaders sign below.•Lead man signs and dates bottom of page.TIME MEETING STARTED: __________________a.m./p.m.______ATTENDEES:_____(PRINT NAME)________ _________(SIGNATURE)_________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ ____________________________________
    31. 31. 6. MONITOR
    32. 32. Inspect Hotspot On All Jobs Subdivision: Lot: Date of initial inspection:Builder:Builder Supervisor Name: Crew Leader Name: Instructions: Check box if OK, circle box if correction is needed. Note specific correction action required. When corrected, then check box. Trade Trade Explain Needed Corrections Builder Foreman Super List Date Corrected OK OK OK/NA Lap andDescribe Current Hotspot:tape all horizontal house wrap   seams The house wrap is installed continuously with no1. tears or rips, or all rips or tears are properly    repaired. [BCQC-23]2. The house wrap is lapped as specified. [BCQC-23]    The house wrap is fastened with manufacturer’s3. specified fasteners.    The house wrap joints are taped with4. manufacturer’s specified product. [BCQC-16]    The house wrap covers the sill plate, rim joist, and5. top plates.   
    33. 33. Evaluate Inspection Data HOTSPOT/INSPECTION LOG Builder/Lot Inspection Items from Job Complete Forms Hotspot Item Item 1 Item 2 Item 3 Item 4 Item 5 Item 6 Item 7 Item 8 Smith Building 2 Elders 23 1 1 Elders 24 1 Elders 25 1 1 Elders 26 The Meadows 12 The Meadows 13 The Meadows 14 1 The Meadows 15 The Meadows 16 1 The Meadows 17 1R&R Custom Homes 1002 Peaceful Way 1 1 1004 Peaceful Way 1 1006 Peaceful Way 1 1 1008 Peaceful Way 1 Total 3 1 5 1 0 1 0 1 1
    34. 34. Hotspot Process Overview
    35. 35. Repeat the Process, If Needed If hotspot is not successful  Return to the root cause analysis stage  Reevaluate other possible causes  Repeat the process with the next most probably cause Courtesy of www.khov.com
    36. 36. Complete And Celebrate A Hotspot If hotspot is successful, close-out the hotspot and recognize the contributors Remove / demote successful hotspot items on inspection forms Repeat process with new hotspot
    37. 37. The Example
    38. 38. 1. IDENTIFY HOTSPOTS
    39. 39. Questions for Hotspot Identification What are the most expensive reasons for callbacks? What are the areas of improvement that customers would most like to see improvement?1. Mechanical dampers on supply-air duct lines off the plenum2. Uncomfortable rooms near cantilevered floors
    40. 40. 2. PRIORITIZE HOTSPOTS
    41. 41. Choose Hotspot Using Data Builder/Lot Inspection Items from Job Complete Forms Cantilever Floor Mechanical Dampers Smith Building Elders 23 Elders 24 1 Elders 25 Elders 26 The Meadows 12 1 The Meadows 13 1 The Meadows 14 1 1 The Meadows 15 1 The Meadows 16 1 The Meadows 17 1R&R Custom Homes 1002 Peaceful Way 1004 Peaceful Way 1006 Peaceful Way 1008 Peaceful Way Total 6 2
    42. 42. Cantilever Floor
    43. 43. 3. ROOT CAUSE?
    44. 44. Fishbone Chart List what is known about problem Eliminate what is NOT causing the problem Isolate what IS causing the problem
    45. 45.  Sealing Blocking
    46. 46.  Insulation
    47. 47. 4. DOCUMENTATION & TRAINING
    48. 48. Documentation
    49. 49. 5. IMPLEMENT TRAINING & SOLUTION
    50. 50. Conduct Hotspot Training
    51. 51. Sign Hotspot Training LogAll crew members and all crew leaders must attend session.•Lead man explains the problem and the proposed solution.•Everyone examines both pictures and all notes.•Lead man answers any questions.•All crew members and crew leaders sign below.•Lead man signs and dates bottom of page.TIME MEETING STARTED: __________________a.m./p.m.______ATTENDEES:_____(PRINT NAME)________ _________(SIGNATURE)_________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ ____________________________________
    52. 52. 6. MONITOR
    53. 53. Inspect Hotspot On All Jobs Subdivision: Lot: Date of initial inspection:Builder:Builder Supervisor Name: Crew Leader Name: Instructions: Check box if OK, circle box if correction is needed. Note specific correction action required. When corrected, then check box. Trade Trade Explain Needed Corrections Builder Foreman Super List Date Corrected OK OK OK/NA installDescribe Current Hotspot:insulation in all cantilever   cavities prior to blocking and airsealing
    54. 54. Evaluate Inspection Data Builder/Lot Inspection Items from Job Complete Forms HOTSPOT ITEM Cantilever Floor Mechanical Dampers Smith Building Elders 23 Elders 24 1 Elders 25 Elders 26 The Meadows 12 The Meadows 13 The Meadows 14 1 The Meadows 15 1 The Meadows 16 The Meadows 17R&R Custom Homes 1002 Peaceful Way 1004 Peaceful Way 1006 Peaceful Way 1008 Peaceful Way Total 1 2
    55. 55. Next Steps . . . (and WHY?) Goals:  Quantify benefits of implementing quality practices  Validate performance improvements achieved through quality practices
    56. 56. Hypothetical Cost of Quality (Cokins, 2006) PC=prevention cost  IFC=internal failure cost AC=appraisal cost  EFC=external failure cost
    57. 57. Opportunities for Builders (Professional Builder Magazine, May 2009)Do Builders See a Need for Improvement? Operational Efficiencies  60% Better Product Marketing & Services  29%
    58. 58. National Housing Quality Award (NHQA) Results 1993-2009 NHQA Winning BuilderCategory Benefit from QualityProfits (Gross Margins) 12-20%Revenue 15-100% increase/yrConstruction Costs vs. Budget +/- 1%Customer Satisfaction 93-97%Referral Rates 29% (Sales made through referral)Cycle Time Reductions 15-50%Zero Defects at Closing 98%Defect Reductions 11-75%Employee Satisfaction 94%Trade Satisfaction 95%Customer Endorsements/ Thank You Letters 73%Warranty Requests 1 per every 15.5 homes
    59. 59. Performance Metrics beyond Recurring Issues Construction schedules On-time delivery Energy performance Cost Training Satisfaction Referral Productivity Warranty/Defects
    60. 60. Challenges of Performance Metrics Comparing “apples to apples” Defining them so all builders can use them as benchmarks
    61. 61. Quality Impacts at Veridian Homes Construction Costs  -/+1% Budget vs. Actual Customer Satisfaction  95% + Veridian Homebuyers  76% only looked at Veridian Zero Defects  90% of homes at home orientation HERS Index  58-61
    62. 62. Veridian Results  Reduced Defects  50% in 1 yr  Cut inspections in half  Reduced Warranty Costs & Defects  30% - 75%  Reduced Construction Cycle Time  18 days  Reduced Material Variance  20% lumber, 24% siding, & 38% trim  Their Secret?  Commitment to quality management  Use of tools, principles and resources, including a HPH quality management system
    63. 63. High Performance Quality Management  Economics of Quality  Hotspot Methodology  High Performance Homes Scopes of Work (SOW)  Quality management section update of ToolBase  Primer  Prioritized Gap Analysis  Existing Home SOW
    64. 64. Resources Building America  www.eere.energy.gov/buildings/building_america Builders Challenge  www.eere.energy.gov/buildings/challenge NAHB Research Center  www.nahbrc.com  www.toolbase.org National Green Building Certification  www.nahbgreen.org
    65. 65. Thank You!This concludes The American Institute of Architects Continuing Education Systems Program Amber Wood Manager, Energy Programs 301-430-6309 awood@nahbrc.com
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