| PURPOSE:
The objective of this role is to significantly improve the percentage of “First Time Complete Builder Signoffs”. To accomplish this goal, this individual will be responsible for assessing, monitoring and making recommendations for improving all aspects of quality within the Builder Center. This includes the entire product life cycle: Design, Order Processing, Measurement, Manufacturing, Delivery, Installation and Post-Installation review. As a result of this individual’s efforts, customer issues and the Cost to Resolve those issues and other center-specific servicing costs should decrease. It should be noted this role is to assist the center in resolving quality-related issues. The ownership of quality remains with the functional areas within the Builder Center. This role is to facilitate and support that improvement.
ESSENTIAL FUNCTIONS:
Assist Builder Center Management in identifying processes which can be enhanced or created to support quality improvement
Analyze cost to resolve data, identifying areas of greatest opportunity and work with other center personnel to define and implement action steps which can reduce these costs
Develop relationships and provide feedback to all areas of the organization which can impact quality. This includes:
o General Manager
As part of the Center Management Team, report directly to the GM and provide analysis/support/quality improvement recommendations.
Provide feedback on quality-related issues.
Develop and/or maintain quality scorecards.
o Sales
Monitor the sales process to minimize any impacts on quality, including the customer set-up process.
Monitor pricing variances and identify/recommend corrective actions.
Work with sales to ensure expectations/processes have been adequately set/explained with the builder customer. Develop training and other communications tools as appropriate.
o Customer Service Manager
Analyze transaction-related costs and identify opportunities to reduce errors which can drive up costs.
Ensure quality issues are accurately captured and reported by the BSR.
Ensure accurate use of the UFF/Quality Management System for entering UFF Reason Codes.
Understand and analyze use of the RRO process and minimize as appropriate.
Ensure that costs of quality issues are accurately captured in the order processing system (Maestro/OBS)
o Operations Manager
Monitor FS processes to minimize any impacts on quality, including accurate, on-time measurements and accurate order submission.
Provide feedback on installation quality by conducting field reviews of installations.
Assist Ops Manager and FS’ in setting and communicating reasonable expectations with the building site superintendent.
Analyze results for Install Sheets to determine root causes for incomplete jobs. Work with the Ops Manager to identify/recommend corrective actions. Work with all areas in the process to further refine corrective actions and monitor the implementation/results of the actions.
o Logistics
Monitor and report on the quality/effectiveness of the delivery process to include:
On schedule delivery
Order completeness
Handling-related damage
Work with Area Logistics Managers to identify deficiencies in the delivery process.
Act as a liaison between the Builder Center and Logistics.
Provide ongoing measurement and feedback as appropriate.
o Manufacturing
Conduct field reviews of product quality and provide feedback to manufacturing as appropriate.
Act as a liaison between the Builder Center and Logistics.
Work with Manufacturing Quality Managers to ensure issues are communicated and understood and that action steps are in place to prevent recurrences.
o Corporate Quality
Work with CQ Team to implement new quality improvement practices.
Support cross-functional teams as requested.
Communicate results from quality scorecards.
Conduct analysis as requested.
o Builder Center Customers
Work with customers as appropriate/directed to manage quality processes and expectations.
Provide feedback on customer performance (quality-related costs, etc.) to Center Management and communicate with customer as appropriate/directed.
Provide feedback on center performance related to individual customer expectations and, as appropriate, work with the customer and the center to resolve issues.
SUPERVISORY RESPONSIBILITIES
This position does not have supervisory responsibilities
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and ability required.
Education, Experience and Skills
Bachelor’s Degree in Business, Engineering or related major.
Minimum of 3-5 years of project/process management experience.
Minimum of 2 years experience in the following:
Managing and/or improving quality.
Conducting statistical analysis of data to identify issues and trends.
Documenting and presenting business processes via process maps and workflow diagrams.
Ability to convey analysis and complex concepts in a clear and easily understood manner.
Proven interpersonal skills are a must. This includes the ability to build relationships and work effectively with all levels of employees within the company and with Customers.
Experience working in teams.
Must be able to work independently with a minimum of daily direction/leadership.
Basic knowledge of home construction and cabinet installation desirable.
Must be proficient in the use of MS Office technology including Word, Excel and PowerPoint, with capability of learning other applications. Familiarity with Internet Explorer and the Internet also required.
Strong written and verbal communication skills are required. |
