UNSPECIFIED. (2004) Developing a customer-focused culture in the speculative house-building industry. TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE, 15 (1). pp. 73-87. ISSN 1478-3371

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Abstract

The UK house-building industry has often been criticized for the quality of its products. Its business drivers are less focused on the needs of customers compared with much of the manufacturing sector. A recent survey revealed considerable dissatisfaction among buyers of newly built homes, particularly with the after-sales service provided by vendors. However, this cannot be viewed in isolation from the general business culture that prevails. This paper examines existing practices in the industry that act as barriers to a change in culture and discusses the steps that are being taken in a major house-building company to overcome them. Work on implementation of the policy through a balanced set of performance measures as the drivers for change and a participative programme for its deployment is presented The objective is the development of a customer focused culture that views service and product quality as contributing to future sales and profitability, instead of simply in terms of costs.

Item Type:	Journal Article
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Journal or Publication Title:	TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE
Publisher:	ROUTLEDGE TAYLOR & FRANCIS LTD
ISSN:	1478-3371
Date:	January 2004
Volume:	15
Number:	1
Number of Pages:	15
Page Range:	pp. 73-87
Identification Number:	10.1080/1478336032000149117
Publication Status:	Published
URI:	http://wrap.warwick.ac.uk/id/eprint/8932

Data sourced from Thomson Reuters' Web of Knowledge

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