Post Construction Quality Evaluation – A Manufacturer’s Use of the End User to Minimize Risk

Abstract

A roofing manufacturer is motivated to increase accountability, minimize risk and differentiate themselves from other manufacturers to increase their sales. In order to achieve this, the manufacturer approached the research group to implement a warranty program that measures the performance information of their systems and applicators. The manufacturer submits a list of warranted jobs to the researchers, researchers perform a satisfaction check by calling the end users and report back to the manufacturer. Concepts utilized by the manufacturer include the use of warranty to ensure performance decreases risk, transparency is the best way to mitigate risk and risk can be mitigated before it happens. The research revealed that warranty program minimizes the risk for manufacturer and clients and helps differentiates the manufacturer by identifying end users that are not satisfied, applicators that are low performing, jobs that are leaking, customer retention rate and having a running log of satisfaction rating for every warranted job.