2004 Media Releases & Alerts
Grayson Homes and KB Home Las Vegas First Builders in the National Certified by
NAHB Research Center for Commitment to Quality
Landmark National Housing Quality Program's Pilot Certified Builder Initiative
Provides Third-Party Certification That Focuses on Customer Satisfaction
June 8, 2004, Upper Marlboro, Md. - Today, the NAHB Research
Center proudly announces the first home builders in the nation to earn
certification as part of its National Housing Quality (NHQ) Program's pilot
Certified Builder initiative. Grayson Homes, a privately-held builder
headquartered in Ellicott City, Md., and KB Home Las Vegas Division, a
publicly-held, national home builder, recently earned their quality assurance
certifications following a rigorous NAHB Research Center audit of the
implementation of their quality assurance systems. Other builders participating
in the pilot NHQ Certified Builder program are moving toward certification by
the end of the year.
Participation in the NHQ Certified Builder program is designed to increase
efficiency and consistency in building practices. The Certified Builder program
provides a rigorous and complete review of business practices, and ensures that
all elements of the company's quality assurance system are incorporated to
provide greater customer satisfaction. Certification candidates participate in
field and office training to implement their quality program, work more
efficiently with their trade contractors, and begin the continuous improvement
efforts required by all NHQ Programs.
NAHB Research Center president Michael Luzier said, "I am excited about how the
NHQ Certified Builder program is developing and am confident that its
implementation on a national scale will bring about greater efficiencies for
participating builders and even higher rates of customer satisfaction. I'd like
to thank the participants in this ongoing pilot program-they are industry
leaders whose partnership continues to be a vital part of program development
and the evolution of quality assurance in home building."
Grayson Homes-A Solid Quality Foundation
Even before participating in the pilot Certified Builder program, Grayson Homes
has had a visible dedication to quality assurance and customer satisfaction. In
2002, Grayson's trade contractors began training with the NHQ Certified Trade
Contractor program. In 2004, Grayson won the NHQ Silver Award, which is
patterned after the Malcolm Baldrige National Quality Award and represents the
highest recognition by the housing industry for quality achievement.
Cindy McAuliffe, president of Grayson Homes, said, "Achieving and maintaining
our status as an NHQ Certified Builder will engrain consistency and
predictability into all facets of our home building business. It will be an
easily-observable demonstration of our quality commitment to our buyers,
trades, and employees, that aligns our performance with our mission and
provides a valuable third-party testimonial of our quality." This commitment to
quality is further demonstrated by the feedback Grayson receives through their
customer satisfaction surveys-96 percent of their customers say they would
either refer the company to a friend, or would choose Grayson again when buying
another home.
KB Home Las Vegas-Leading the Quality Charge
KB Home Las Vegas has been a pioneer in quality assurance in the home building
industry. In November 2003, after the Las Vegas division successfully
implemented the NHQ Certified Trade Contractor program, KB Home Chairman and
Chief Executive Officer Bruce Karatz announced that the company would become
the first large builder in the country to implement the NHQ Certified Trade
Contractor program nationwide.
Leah Bryant, regional general manager of KB Home (former president of KB Home
Las Vegas), said, "Building on our stringent internal quality processes, KB
Home's participation in the NHQ Certified Builder Program sends a powerful
quality message to our customers. So far, as a result of program
implementation, [the Las Vegas division] has seen a four-day improvement on our
build time with the confidence that we and our trade partners are building with
a consistent commitment to quality."
KB Home delivered more than 3,300 homes in Las Vegas in 2003 and ranked in the
top three in the J.D. Power and Associates 2003 New Home Builder Customer
Satisfaction StudySM in Las Vegas.
Dean Potter, director of quality programs at the NAHB Research Center, said, "By
focusing builders and trade contractors on getting the job done right the first
time, NHQ certification differentiates those who talk about quality from those
who can demonstrate it. These first two NHQ Certified Builders certainly
represent that differentiation."
During the 2005 International Builders' Show in Orlando, the NAHB Research
Center will officially launch the national roll-out of the NHQ Certified
Builder Program. In the interim, builders interested in starting on the path to
quality certification can visit www.nahbrc.org/quality,
use our Contact Us online
form, or call Rita Knab, NHQ program coordinator, at (800) 638-8556, ext. 6225.
About the National Housing Quality Program: The NAHB Research
Center launched the NHQ Program in 1993. The NHQ Program has introduced many of
the concepts of the worldwide quality revolution to home building and
remodeling, and provides numerous opportunities for collaboration among the
various industry stakeholders. NHQ activities include the pilot Certified
Builder program, Certified Trade Contractor program, Manufacturer Training
Certification program, and co-sponsorship of the National Housing Quality Award
program. Response among builders, trade contractors, remodelers, code
officials, building inspectors, and the insurance industry to the NHQ Program's
quality initiatives has been very positive.
6/04
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