Quality – how do you achieve it?

We all know what we perceive quality to be. By definition, it’s the degree of excellence, standard, or grade of something – often measured by how it compares to similar items. You know when you see it, feel it and experience it. Sometimes it’s understated, other times it has the ‘wow’ factor.

When people enter the market for a new purchase, they naturally focus on the end product – the physical item they’re aspiring to own. The new luxury car or Swiss watch. In our world, it’s the new home or extension & remodel, with bespoke joinery and Gaggenau kitchen appliances.

In bespoke residential construction, it’s easy to become fixated on that vision, overlooking how important every step leading to the finished article really is.

Unlike simple transactions, building a new home or remodelling is a layered process. Each stage requires care, thought and attention to detail if the end result is to meet your expectations.

 

It’s this process that creates real quality:

– The team you form and their ability to work cohesively

– How you are understood and guided as a client to help shape decisions and influence design

– The level and depth of thinking in the design itself

– The collation and clarity of information

– The experience of every team member, at every level

– The ability to communicate clearly and consistently

 

The list goes on, but these are the factors that shape the culture of a project – and that culture ultimately defines the quality delivered.

Beyond the product, there’s also the experience.

We’ve all heard stories of projects that go wrong – budgets spiralling, poor management, a lack of clarity or understanding. Whatever the cause, these situations are avoidable.

The experience should reflect the same level of quality as the end product. That’s what real quality looks like – it’s balanced and rounded.

For years, Joe and I have understood that quality isn’t just about the outcome, but the way you get there. One promotes the other.

I don’t care how good the outcome is – if our building site becomes a mess throughout construction, or we struggle through disorganisation, I am simply not happy. Because I know there is a better, more efficient and more enjoyable way to deliver it.

Prime residential construction shouldn’t just leave you with a quality product through design and careful execution – it must deliver a quality experience at every stage. Before, during and after.

 

Jeremy

Taylor Kings Ltd

Our post-construction phase framework.

  • Deep Cleaning – We employ professional cleaners who understand the importance of the products they are using and the methods they adopt.
  • Completion inspections – We go over every inch of the project to ensure that the work meets our incredibly high expectations.
  • Submission of Certification – We submit all certification to the building inspector/s to achieve project completion.
  • Handover – We carry out a full walk-through with our clients so that they can be shown the operations of all new equipment.
  • Operations & Maintenance Manual – We assemble and present a full O&M folder with guides for any new systems and care instructions.
  • Documentation Pack – Alongside the O&M manual, we assemble a documentation pack for any work completed which includes as-built drawings, service mark-ups, specification packs and relevant certifications.
  • Contacts Directory – Beyond being the main point of contact, we also form a comprehensive list of contacts which have worked on the project.
  • 12 Month Rectification Visit – As standard on any project, we always return after 12 months to carry out any snagging.
  • Ongoing support – We are there for our existing clients, long after completion. From handyman tasks to full maintenance plans, we offer a level of service which is not offered to the wider public.

Our construction phase framework.

  • Internal Inspections – There are a host of inspections to be completed and recorded on a daily and weekly basis. From welfare facilities, tidiness and security to major safety considerations such as scaffolding – our site agents use a centralised mobile application, where we have created bespoke templates to follow and track all of the inspections.
  • External Inspection – We organise and fulfil compliance inspections from building and warranty inspectors and our third-party health and safety inspector.
  • Meetings – We hold official weekly site meetings for the project team and all parties which are affected the current or imminent programme. We also hold official progress meetings, normally on a monthly frequency, with the clients and wider project team.
  • Reviews – We constantly review and tweak all of the various pre-construction project plans and main programme, issuing any changes to the project team and client.
  • Quality Control – Anyone working on our sites knows the exceptional standards we expect, but we still remain vigilant and ensure that the standards are met in every detail.
  • Information Collation – we collate and present all building control inspections, product warranties, operating and maintenance records and start to form the post-completion documentation.

Our pre-construction framework.

  • Define the Project Scope – We sit down and evaluate the drawings, technical specifications and information schedules before setting out clear project objectives, deliverables, a breakdown of key components and a list of possible conflicts.
  • Set a Project Programme – using the agreed scope, we layout a project programme. We do this using GANTT chart software which is a tool to visualise and rationalize time scales.
  • Form a Cost Management plan – we use the costing documents and project programme to estimate financial forecasts.
  • Form a Risk Management plan – we seek to find, highlight and plan for any items which may create risk to the programme or budget.
  • Form a Health and Safety plan – this is an extension of our Construction Phase Plans and highlights our use of developed Risk and Method Statements.
  • Create a communication plan – how we inform any external parties like neighbours of work that may affect them, we look at setting on/off site meeting frequencies, expectations for the transfer of information in RFI’s (requests for information), completion of various Registers and form a centralised shared information hub.
  • Form a Procurement Plan – We assess the lead times of all proposed materials and trades and map these against the project programme to highlight any risks to the programme. 
  • Highlight Quality Concerns – we review the selected materials and specifications to assess any areas which will need careful quality control to meet our high expectations.

Our compliance commitments:

  • Qualified and competent personnel for every role, including Site Manager.
  • Safety Training Scheme (SMSTS) qualified site agents.
  • Dedicated Construction Phase Plans.
  • Fully developed Risk Assessments and Method Statements (RAMS).
  • Thorough Fire Control and Emergency Plans.
  • Detailed site inductions for all personnel and visitors.
  • Correct and clear site signage and first aid stations.
  • Regular inspections and maintenance of all plant and equipment by qualified third party inspectors (LOLER).
  • Daily inspections of plant and equipment.
  • Regular site inspection audits by a third party health & safety consultant.