2011 06-21 green365 nahbrc - hph reoccuring issues
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Driving Innovation in Housing Technology
How To Identify & Resolve Recurring Issues in High
Performing Homes
Amber Wood
Manager, Energy ProgramsNAHB Research Center
June 21, 2011
The National Association of Home Builders is a Registered Provider with The American Institute of Architects Continuing Education Systems. Credit earned on completion of this program will be reported to CES Records for AIA members. Certificates of Completion for non-AIA members are available on request.
This program is registered with the AIA/CES for continuing professional education. As such, it does not include content that may be deemed or construed to be an approval or endorsement by the AIA of any material of construction or any method or manner of handling, using, distributing, or dealing in any material or product. Questions related to specific materials, methods, and services will be addressed at the conclusion of this presentation.
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
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
Background
Department of Energy Programs Building America
DOE’s residential research & development (R&D) program
Builders Challenge DOE’s energy efficiency
certification for homes
Building America
Private/public R&D partnership sponsored by DOE
Energy-efficient solutions for new and existing housing
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.
Quality Management
Goal: 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)
Hotspot process Prioritize and greatly reduce recurring
problem Self-contained quality management
process
High Performance Home Hotspot Process
A Hotspot IS
A Hotspot is a Problem that is: Current Widespread or recurring A significantly important challenge
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
Typical Hotspot Categories
Jobsite Installation
Office Operations Personnel Or Company Culture
Material failure Inventory control Low moraleProduct failure Documentation Culture of finger-
pointingInefficient installation
Accounts payable/receivable Lack of accountability
Safety issues Maintenance of records Lack of prideImproper installation
Poor Communication (i.e. between office and the field)
Poor communication
Poor communication
Coordination/accountability of field personnel
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
Why Do Hotspots Work?
Hotspots work because they are: Focused on a prioritized topic Well-trained to all workers Inspected and tracked for all jobs
Which educates workers and creates accountability
Hotspot Process Overview
1. IDENTIFY HOTSPOTS
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?
2. PRIORITIZE HOTSPOTS
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 8Smith Building 2
Elders 23 1 1Elders 24 1Elders 25 1 1Elders 26
The Meadows 12The Meadows 13The Meadows 14 1The Meadows 15The Meadows 16 1The Meadows 17
1R&R Custom Homes1002 Peaceful Way 1 11004 Peaceful Way 11006 Peaceful Way 1 11008 Peaceful Way 1
Total 3 1 5 1 0 1 0 1 1
Choose Hotspot Using Data
Prioritize
Cost Number of call backs Etc . . .
3. ROOT CAUSE?
80/20 Rule
20% 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 causing the problem
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 Detail the solution
Install mechanical dampers on supply-air duct lines off the plenum
Instale válvulas mecánicas en las líneas de conducción de aire del pleno
Develop Hotspot Training Sheet
5. IMPLEMENT TRAINING & SOLUTION
All crew members and all crew leaders must attend session.1.Lead man explains the problem and the proposed solution.2.Everyone examines both pictures and all notes.3.Lead man answers any questions.4.All crew members and crew leaders sign below.5.Lead man signs and dates bottom of page.TIME MEETING STARTED: __________________a.m./p.m.______ATTENDEES:_____(PRINT NAME)________ _________(SIGNATURE)_________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ ____________________________________
Sign Hotspot Training Log
6. MONITOR
Builder:
Lot:Subdivision: Date of initial inspection:
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 Foreman
Trade Super
BuilderExplain Needed CorrectionsList Date Corrected
OK OK OK/NA
Describe Current Hotspot: Lap and tape all horizontal house wrap seams
1.The house wrap is installed continuously with no tears or rips, or all rips or tears are properly repaired. [BCQC-23]
2. The house wrap is lapped as specified. [BCQC-23]
3.The house wrap is fastened with manufacturer’s specified fasteners.
4. The house wrap joints are taped with manufacturer’s specified product. [BCQC-16]
5.The house wrap covers the sill plate, rim joist, and top plates.
Inspect Hotspot On All Jobs
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 8Smith Building 2
Elders 23 1 1Elders 24 1Elders 25 1 1Elders 26
The Meadows 12The Meadows 13The Meadows 14 1The Meadows 15The Meadows 16 1The Meadows 17
1R&R Custom Homes1002 Peaceful Way 1 11004 Peaceful Way 11006 Peaceful Way 1 11008 Peaceful Way 1
Total 3 1 5 1 0 1 0 1 1
Evaluate Inspection Data
Hotspot Process Overview
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
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
The Example
1. IDENTIFY HOTSPOTS
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 plenum
2. Uncomfortable rooms near cantilevered floors
2. PRIORITIZE HOTSPOTS
Builder/Lot
Cantilever Floor Mechanical DampersSmith Building
Elders 23Elders 24 1Elders 25Elders 26
The Meadows 12 1The Meadows 13 1The Meadows 14 1 1The Meadows 15 1The Meadows 16 1The Meadows 17 1
R&R Custom Homes1002 Peaceful Way1004 Peaceful Way1006 Peaceful Way1008 Peaceful Way
Total 6 2
Inspection Items from Job Complete Forms
Choose Hotspot Using Data
Cantilever Floor
3. ROOT CAUSE?
Fishbone Chart
List what is known about problem Eliminate what is NOT causing the
problem Isolate what IS causing the problem
Sealing
Blocking
Insulation
4. DOCUMENTATION & TRAINING
Documentation
5. IMPLEMENT TRAINING & SOLUTION
Conduct Hotspot Training
All crew members and all crew leaders must attend session.1.Lead man explains the problem and the proposed solution.2.Everyone examines both pictures and all notes.3.Lead man answers any questions.4.All crew members and crew leaders sign below.5.Lead man signs and dates bottom of page.TIME MEETING STARTED: __________________a.m./p.m.______ATTENDEES:_____(PRINT NAME)________ _________(SIGNATURE)_________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ ____________________________________
Sign Hotspot Training Log
6. MONITOR
Builder:
Lot:Subdivision: Date of initial inspection:
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 Foreman
Trade Super
BuilderExplain Needed CorrectionsList Date Corrected
OK OK OK/NA
Describe Current Hotspot: install insulation in all cantilever cavities prior to blocking and air sealing
Inspect Hotspot On All Jobs
Builder/LotHOTSPOT ITEM
Cantilever Floor Mechanical DampersSmith Building
Elders 23Elders 24 1Elders 25Elders 26
The Meadows 12The Meadows 13The Meadows 14 1The Meadows 15 1The Meadows 16The Meadows 17
R&R Custom Homes1002 Peaceful Way1004 Peaceful Way1006 Peaceful Way1008 Peaceful Way
Total 1 2
Inspection Items from Job Complete Forms
Evaluate Inspection Data
Next Steps . . . (and WHY?)
Goals: Quantify benefits of
implementing quality practices
Validate performance improvements achieved through quality practices
Hypothetical Cost of Quality(Cokins, 2006)
PC=prevention cost AC=appraisal cost
IFC=internal failure cost EFC=external failure cost
Opportunities for Builders (Professional Builder Magazine, May 2009)
Do Builders See a Need for Improvement?
Operational Efficiencies 60%
Better Product Marketing & Services 29%
National Housing Quality Award (NHQA) Results 1993-2009
Category NHQA Winning BuilderBenefit from Quality
Profits (Gross Margins) 12-20%
Revenue 15-100% increase/yr
Construction Costs vs. Budget +/- 1%
Customer Satisfaction 93-97%
Referral Rates (Sales made through referral) 29%
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
Performance Metrics beyond Recurring Issues
Construction schedules On-time delivery Energy performance Cost Training Satisfaction Referral Productivity Warranty/Defects
Challenges of Performance Metrics
Comparing “apples to apples”
Defining them so all builders can use them as benchmarks
Quality Impacts atVeridian 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
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
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
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
This concludes The American Institute of Architects Continuing Education Systems Program
Amber Wood
Manager, Energy Programs301-430-6309awood@nahbrc.com
Thank You!
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