Case Study
Building Customer Satisfaction With Quality
- Publication:
- Quality Progress
- Date:
- January 2005
- Issue:
- Volume 38 Issue 1
- Pages:
- pp. 43-48
- Author(s):
- Sickel, William L.
- Organization(s):
- Grayson Homes, Ellicott City, MD
Abstract
Competition in the marketplace has forced Grayson Homes of Ellicott City, MD to refocus its operating strategy from a family company culture to a team culture stressing mutual respect. A new strategy with a business model approach was devised that features customer satisfaction and profit enhancement as its key drivers. Biannual supplier and trade partner surveys, combined with customer surveys and benchmarking, have resulted in improved systems and processes that have gained Grayson Homes the 2005 National Housing Quality Gold Award, as well as the NHQ certified builder designation. Sidebar articles describe Grayson Homes' supplier and employee surveys.