Most modular home builders probably don't think too much
about the homes their factory produces on a daily basis – unless they happen to
have a home on the production line, of course.
The majority of builders simply view the modules being
produced in the factory as assembled building materials and like many things in
life they tend not to take up much space in our minds. This is, until something
goes wrong.
Regretfully, the production lines in some factories are not
known for consistent quality. Going back to 2008 when home production slowed
almost to a standstill, many factories cut their Quality Assurance (QA) people.
As business began picking up the past 2 or 3 years these positions were the
last ones to be filled if they were filled at all.
How many builders have found themselves at the jobsite along
with their customers and watched as modules were unwrapped before being set
just to see windows and doors missing, interior trim missing, incomplete drywall
work or kitchen cabinets missing? For the lack of a nail the kingdom was lost.
Then you, the builder, find yourself trying to explain to
your customer that you will correct everything. Don’t worry, this happens
sometimes. But what you are really thinking is that you didn’t get a call from
either your rep or anyone at the factory that there was a problem headed your
way.
So you smile and head to your truck while dialing your rep’s
number only to be sent to voice mail. Now you call the factory and get
transferred to the service department that is already on the phone with another
builder and you are sent to voice mail. Then you text your rep and after
waiting 10 minutes with no reply, you send off emails to the rep, the service
manager, the sales manager and the owner of the factory telling them that you expect
a return call ASAP.
Behind the scenes at the factory, nobody seems to know what
you are concerned about because they hadn’t heard anything about a problem from
their QA person. Oh damn, they don’t have one. So they go into the factory to
find out what you, the builder, are complaining about only to get deer in
headlight looks from everyone involved in building your house.
Now it seems that there is a game of Rock, Paper and
Scissors being played in the factory to decide who is going to call you. The
loser is tasked with not only finding out what you are upset about but also
begin the healing process by saying just about anything to make you happy.
We’ve all been there. I was a sales rep and let me tell you
that sometimes I would rather have had to handle live rattlesnakes than to tell
you that our factory screwed up. Nobody at the factory really wants to fall on their
sword so it usually is a game of hot potato until someone, usually the factory
owner, steps up and makes the effort to right the wrongs.
Now having that QA person on the production line and in the
yard inspecting each module before it ships seems like a great idea. Most of
these problems could have been avoided from tight QA and calls about a missing
item to the builder before the modules arrive would not be like opening a
Christmas present in front of the homeowner.
The quality control process starts long before the first module
rolls off the assembly line. I worked in a factory where every home that was to
be produced was sent to the production team one week before it was scheduled to
hit the line. There every aspect of that home was reviewed including whether
all the materials had arrived including special order items. Shipping routes
were discussed. Local codes were reviewed again and each production supervisor
was responsible for everything being complete and if they signed off on the
plans there were no excuses later on for something going wrong.
The QA person was part of that meeting and took note of
special items and unusual construction that the house may require.
There are still some factories that continue this practice
but sadly there some that would rather pay out huge sums of money
for repairs and service after the house is delivered than making sure the house
that was delivered was good to go and complete when it leaves the factory.
It only takes one or two of these problem houses arriving at
the job site before the builder wonders if this is the right factory to buy homes from for their customers.
I hear more and more stories about builders waiting weeks
for factory service people to visit the job site for problems that should have
never have arrived with the modules. For the lack of a nail the kingdom was
lost.
6 comments:
Thanks for this. It educated me so much, I am planning to have home builders from TopNotch Construction and with this I think I know how to choose the right builders.
The decades-old adage is still applicable: It costs $1 to fix the problem in the production line, $10 to fix it in the yard and $100 to fix it in the field. Early detection is the key. That and eliminating the "On the floor and out the door" mentality.
Instead of this being 100% the factory fault, a builder could take the time to come to the factory and see what the product looks like before it is shipped?
Again Randy why is the responsibility being put back on the builder for the Factories responsibility? I guess I should go to all the factories of the products I purchase and make sure that the product is correct so that they can eliminate their quality control department and put this on the customer-ridiculous....
I went back and re-read my comments..Anonymous.. I like that...and no where did I say the responsibility was put back on the builder. I would think that an investment of that size might deserve a look see?
Do you buy a truck sight unseen and not test driven?
So the new business plan is ..I hope I hope I hope it arrives to my expectations-ridiculous.
The issues are even worse when it comes to quality. Many plants aren't even shipping all of the ship loose items with the modular units. On top of getting a partially complete or poorly built home, we now find that we don't have what we paid the factory to provide to complete it. In some cases, these items are needed for the set crew to set the home. The shortages report, if any, comes out 3 days after the home ships. Now, as the builder, we have to run around to the hardware store to get the items. In some of our sets, the nearest store can be an hour from the job site. Bottom line, when I buy a GMC, I don't drive to Detriot to check the quality of my truck. I should expect quality and be surprised when I don't get it. In this industry, it starting to be the opposite!
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