Total Quality Management TQM - "Providing a Total Quality Roofing Experience"

Our quality goal is to delight customers and consistently exceed their expectations by providing what we call a “total quality roofing experience.” And in our view, this requires that we do much more than simply installing a leak-free roof that meets written specifications.

Over time, based on our experience and consistent with the protocols of our formal TQM program, we have identified the following project components that must be delivered to our valued customers in order to ensure a total quality experience:

• No surprises before or during the construction process
  
• No trainees who lack the skill and experience to do the job right.
  
• No injuries to anyone, on or off the roof.
  
• No shortcuts in executing the roof details as specified.
  
• No substitutions of inferior materials.
  
• No mess on the roof or on the grounds.
  
• Minimal disruptions to occupants or operations in occupied buildings.
  
• No loose ends at the conclusion of the project.
  
• No ‘disappearing act’ if service is required after the job is done.
  
• A ‘user-friendly’ project manager and crew committed to uncompromising customer satisfaction.
  

“Providing a Total Quality Roofing Experience” was the theme of the paper presented at the North American Conference on Roofing Technology in Toronto in 1999. To view this presentation, click here.