1. Introduction
It was in 2009 that my partner Goran Miskic and I began to draw down what we considered a comprehensive plan to re-engineer the custom window order process. After 17 years of combined experience in the window and door industry, we had had enough… enough of the common clichés of an industry that we felt just wasn’t performing to its optimum level. One by one, we began to lay out every aspect of the window business in what became a massive mind map on my office wall. As we dug deep into the order process, one of many key components in a successful window company, it became evidently clear to us that there was a consistent set of window order-related problems shared by clients, general contractors, and custom home builders. These problems led to mass amounts of unproductive time and stress. After identifying these problems, our minds went to work on the solution; it was about finding a way to keep the product quality high while simplifying the order process. The idea is that by a provider completing specific tasks, he can make it easier for the person he is providing for. With that, our dream was born… we realized how beneficial it would be to develop a legacy system; a system that could be personally handed down to family members consisting of a series of methods, strategies, and its most effective tool, a custom window order checklist. This system would cause long-term efficiency by minimizing time and resources spent on the order process. But the development of a lasting system does not come easy… it meant we would have to sway our clients and department coworkers to start thinking outside of the box and put time into the valuable task of redeveloping procedure. This relocation in thought process had us nail down 10 ways we felt we could sell the idea of custom windows as an investment into home aesthetics and energy-efficient savings.
1.1. Importance of a streamlined custom window order process
A custom window order process is when an individual needs a window, but they have to be built specifically for a certain job. Normally, this happens when a standard size window is not a viable option. During the last few years, there has been an effort in this industry to get these custom window orders to work similarly to standard stock window orders. With modern technology, this goal is becoming more and more attainable. Streamlining this process is the necessary first step to getting custom orders to mimic the simple process of buying a stock window. This process can be broken down into several steps. The first involves getting all necessary information to order the window from the client. This information can include, but is not limited to, exact sizing, type of window, type of installation (brick to brick, insert, etc.), and color. The next step is getting this information to the office, which can be a job itself if the only access to the specific job is by foot. After this, the order can be placed by the office, so the last step is actually building the window. This process can take days to weeks to complete, and with no current way to track a custom order. Due to this, any errors or changes to the order could result in a remake of the entire window. With an effective way of ordering and tracking a custom window, these errors can be avoided, resulting in a quicker and cheaper build of the window for the customer and ultimately a higher rate of customer satisfaction.
2. Understanding Customer Requirements
Throughout the initial customer meeting, each of the elements necessary to develop a detailed project plan must be gathered. There are a number of overarching goals to keep in mind. The primary focus is to ensure that the specific details of each window and opening are accurately recorded and will ultimately provide a trouble-free installation. Ideally, an organized easy-to-use method will be employed to catalog the dimensions of each window and opening to aid in the development of the project plan. The end result of this effort should be the ability to hand a detailed list of each window, opening, and corresponding product solution to a project coordinator, who can then develop a project plan and price quote with no confusion or uncertainty in regards to the scope of work. At this phase, the project is handed off from the salesperson to the project coordinator and lead installer to develop a plan, coordinate material ordering and installation scheduling, and answer any site-specific product or installation questions. The salesperson is no longer involved in the project unless invited by the homeowner and the project coordinator is now the direct line of communication to the customer.
2.1. Gathering accurate measurements
Windows, customer needs are becoming more specific during these economically competitive times in the window business. If you cannot provide the exact product of the customer’s needs, they will find someone who can. The first step in providing the right custom made window is proper measuring. This can be likened to the opening bid of a charity auction. Without it, nothing happens. But if done incorrectly, everything that follows is bad. If your company has high measuring error rates, you may want to investigate training. A good tool is to provide a measurement recording sheet for contractors and homeowners to record window sizes. A window is considered a truly dimensional piece, meaning it has width, height, and depth. Unfortunately, the many window openings in homes are not truly dimensional themselves. This means that windows will often have to be resized or custom made to fit a nonstandard opening. Dead or untrue air space can occur surrounding a window opening and drastically affect the window’s available dimensions. This space is often caused by warpage/shift in the window frame structures and should be measured for height and width on both sides and in the middle to identify if inconsistencies are present. Windows that are to be replaced are best measured from the inside. This allows an accurate measurement of the true window opening and also provides a chance to measure the depth of the window. Having identified the customer requirements and preliminary design decisions, we have two different ways to proceed in the design of a window in custom software.
2.2. Identifying customer preferences
Finally, the decision of whether or not to replace all of the windows in a house at once may be influenced by other home improvement projects present or future. It is not uncommon for clients to pace a larger project over several phases, in which case exact matching of the windows may become a crucial issue.
In discussing window designs and preferences with clients, it is not uncommon for them to express likes and dislikes for particular styles of windows. Often these preferences reflect cultural or geographical influences on what looks right in a particular style of house. Some people particularly like the look of a double-hung window with its balance and proportional sashes. Others are partial to casement and awning windows with their clean simple lines and ease of operation. Tilt and turn windows are becoming more popular as their air sealing and sound insulation qualities are realized, but European-style windows hold little appeal to those unfamiliar with them. The style of the interior trim can also affect the choice of windows. Often clients with older homes seek to maintain the character of the original windows with the design of the new windows. This may involve recreating the window parts or using windows with simulated divided lite sashes. Aesthetic considerations may also involve a particular wood species or paint color to match an existing decor. All of these preferences can affect the choice and the end product of a custom window, so it is important to take them into account.
Windows are much more than mere functional openings in walls. They contribute, in a large way, to the ambience of a room through light, colour, ventilation, and views. It is worth thinking of how windows connect exterior spaces with the interior of a house and enhance the sense of home. Windows provide us with aesthetic pleasure, visual connections with the world outside, and an often overlooked aspect, an enhancement of emotional well-being through natural light and views.
2.3. Assessing window functionality needs
Energy Efficiency Energy efficiency is an important consideration for many customers looking to install new windows. Modern windows are available with high-performance glass options that can control the level of infrared and ultraviolet light entering the home. Low-E coatings are microscopically thin metal layers that are applied directly to the glass and are designed to reflect heat. They keep radiant heat on the same side of the glass from which it originated, while still allowing light in. This can be an important feature for customers living in extreme climates. Windows with multiple panes can be filled with insulating gases such as argon or krypton. The performance of the window can be further enhanced with the use of warm edge spacers. An upgrade in any of these areas will result in better energy efficiency, but it is costly to move from a standard window to a high-performance window in all aspects. It’s important to help the customer determine which features are most important for their needs.
There are many aspects to consider when assessing a customer’s need for new or replacement windows. It’s important to determine the customer’s budget and the relative importance of the various factors discussed below. Generally, there is a tradeoff between long term cost savings and short term convenience, and different customers will weigh these factors differently. Energy efficiency, maintenance, ease of use, and durability are all key aspects of window functionality.
3. Designing Custom Window Solutions
Now more than ever, homeowners are conscious of how window design affects the overall look in a room. There are countless styles of windows available, many of which are specific to certain regions in the country. It is not uncommon to find a high variety of window styles within the same house. When implementing custom window designs, it is important to remember the functionality of each window and the consistency in the design throughout the house.
The first step in the process will be to identify and select the type of window that will best accommodate the design of the home, as well as the needs and functionality of the homeowner. Windows serve many purposes including security, ventilation, and aesthetics. Being the easiest window to manipulate, louvers are one of the best window treatment ideas for rooms that get a lot of moist air. Any style of window can be custom made to match a unique size or shape, and usually the sash and frame can be tailored to accommodate specific wall thickness.
In the process of customizing windows, there are no shortcuts to creating the perfect look and feel; comfort is found in the details. Creating custom window solutions should be an exciting and rewarding process. We’ll take the challenge, and potential pitfalls, out of the equation by providing the methods and information to develop windows that are 100% tailor-made. Whether you are replacing existing windows or creating new construction, custom window designs have limitless options to achieve the look and feel you desire.
3.1. Selecting suitable window styles
When selecting suitable window styles it is important to keep in mind the functionality of the window and how it will affect your home. With respect to the style of window that is already being used in your home, always consider the benefits and drawbacks of the current window and whether or not to stick with the same style. If changing the style, consider how the new window will affect the appearance and functionality of the home.
There are many different styles of windows and it would be impractical to list and describe each one. In an effort to simplify the selection process we will group window styles into 3 different categories: Common Replacement Windows (windows that are found in many homes), Premium Windows (windows that are found in higher end homes or that offer an added touch of elegance), and Specialty Windows (windows that are designed for a specific purpose).
The first step to designing and ordering custom windows is identifying the style of window that will best suit your home and your needs. Each style of window has different characteristics and will have a different effect on the look and feel of both the inside and the outside of your home. Often times houses already have windows of a certain style due to the quality of the original architecture, and it is a good idea to stick with the same style of window when replacing old ones.
3.2. Choosing appropriate materials
Another alternative is composite windows. These can be made from a mixture of materials such as wood and plastic or aluminum and fiberglass. The idea is to create a strong, low maintenance, and energy-efficient window with the look of wood. Depending on the mix of materials, cost and performance vary for composite windows.
Fiberglass is a newer window material on the market and is quickly gaining popularity. It is an extremely strong and durable material. Fiberglass is a great insulator and performs well in any climate. It does not expand and contract like other materials, preventing air leakage. Although painting is possible, fiberglass windows usually come in factory colors and are quite costly.
Aluminum windows are a strong and durable alternative. They are very low maintenance and affordable. Aluminum conducts heat efficiently, which can be good or bad depending on the climate. In cold weather, aluminum windows may cause indoor condensation and energy loss. They are also prone to condensation during humid months.
For the look and feel of wood without the maintenance, some now consider vinyl as a wood alternative. Vinyl windows are very cost-efficient and require very little upkeep. They do not need painting and are good at resisting moisture, which helps prevent warping. Vinyl is a decent insulator and would be good for a small starter home. However, it is not as aesthetically pleasing as wood and is not very environmentally friendly. Being non-paintable, color choices are final, and if scratched or damaged, vinyl cannot be repaired.
Probably the most well-known and popular material for windows is standard wood. It is a good insulator and easy to paint/stain to match a home’s decor. The drawback of wood windows is that they often require maintenance, repairing, and repainting due to warping, weathering, and insect damage. With the rising costs of lumber, wood windows are also the most expensive material choice.
One of the most influential aspects of your windows’ performance is the material they are made from. Material selection can affect how much maintenance they require, their life expectancy, how well they perform in certain weather conditions, and obviously the overall look. With this in mind, it is important to evaluate your needs and the cost of the material when designing custom windows.
3.3. Incorporating energy-efficient features
One simple step for increasing the energy-efficiency of windows is to use double-glazing. This is done by including two panes of glass with a layer of air or gas in between. Compared to a single pane window, this will reduce heat loss during the winter and reduce unwanted heat gain in the summer. This is a relatively modest increase in cost, and it can save a moderate amount of money over the long term. Thus, it is a practical option that most homeowners can consider.
What is most important here is for the dealer to demonstrate their knowledge of the subject, what methods are available, and what specific benefits the customer will realize from these methods. Most customers have at least a rough understanding of things like solar heat gain and insulation, thus they have an idea that there are solutions which can reduce energy costs. But all too often they are unsure of how these solutions work, or how much money they will actually save. An expert dealer will be able to give details on each method, and give a realistic estimation of how much the customer will save in both the short and long term. This opportunity to provide a clearer understanding of energy-efficient windows is what allows a fenestration salesmen to really educate their customers.
When it comes to energy-efficient features, almost any customer can benefit from this. However, it’s in this type of feature that a service provider such as a fenestration company really gets an opportunity to demonstrate their expertise. Choosing to add energy-efficiency features is not an all or nothing choice, there are many possible steps ranging from the very simple and low-cost, to the very involved and high cost.
3.4. Customizing aesthetic elements
To customize the aesthetic elements, we must first identify the desired look, consider the application, and evaluate the design. There is an almost limitless design spectrum when it comes to custom windows. Various architectural influences can result in very traditional designs or they may necessitate unique, contemporary solutions. When considering the aesthetic elements, it is important to establish a clear definition of what is desired. Your version of “antique” or “modern” may be very different from someone else with the same terminology. Many historical building styles often have strict guidelines which must be followed for alterations. These may include “district” laws, community association rules, or more general rules of thumb. It is a good idea to consult with local authorities on any restrictions governing your window design. By identifying early in the design process if special considerations will be necessary, the chance for sacrificing the intended design for compliance with restrictions will be minimized. After identifying and fully understanding the desired look for your window product, it is important to relate that to what is practical and what is affordable. High design windows often come with a high price tag. While there is no harm in entertaining various designs, it can be frustrating to get emotionally invested in a design that proves impractical to execute. Consider which rooms in the house will have the windows. What function do those rooms provide? What is your lifestyle like in those rooms? Does the design you have in mind conflict with any of these things? If you are still at the drawing board stage for a project, consider the design of the window in conjunction with the design of the room. A well-designed custom window can very easily be the focal point of a room.
4. Pricing and Quoting
Heavier products such as bi-fold doors were found to be less profitable than the window lines due to the necessity of a third party to transport the products to and from the painters. This was for a cost lower than the in-house cost of transport for the windows. The pricing study recommended that heavy products such as bi-folds be at a higher price to combat higher costs. The study resulted in the company’s ability to now cost its products as they are made and provide accurate quotes to prospective customers. This allowed further quoting and costing studies on custom lines of products.
The results provided a detailed understanding of how long it took and what it cost to manufacture each type of window. For example, double hung windows that were previously sold for a cost of production between $200 and $400 were found to take between 4 and 8 hours longer than expected. The actual cost of production ranged from $600 to $800. The study also compared different lines of products to see what was more cost-effective to manufacture.
When it comes to accurate costing, many companies have no idea of the actual costs involved in producing their product. This was the case for Architectural Windows and Doors, a high-end window and door manufacturer that was not sure of its production costs and therefore its true profit margins. Over a period of 12 months, a time and motion study was conducted by an external consultant. The study involved regularly timing the production of the company’s window and door lines and calculating the actual production costs.
4.1. Calculating accurate window costs
Window type and additional features The easiest way to understand the effect of window type and additional features is to price compare. For example, a single, double-hung window by itself will be less expensive than a double-hung window with an attached half-circle. It’s still the same window, but now you’ve added an additional feature. So if features are not available on the current window type that you have selected, you may need to factor in entirely new windows. An example would be a home with wooden double-hung windows, and you want to install double-hung windows that have vinyl covering the exterior. Dual window type installations are considered a hybrid installation and have different job costs.
The type, size, and number of windows that you select will affect the cost to screen or to replace your windows. A standard-sized, double-hung vinyl window will be the most cost-effective option. A step up would be wood windows, and an oversized or custom-designed window will be the most expensive. In addition to higher material prices, these windows may also require a costlier installation.
The number of windows and size Do you want to replace all of the windows in your house, or just a portion? It might be cost effective to replace windows in stages, but the downside to this approach is the potential mismatch in window style. This occurs because the manufacturer may discontinue or change a particular product several years down the road. A temporary and less expensive solution would be to use an insert window, a fully assembled window in a ready-to-install secondary frame.
Replacement windows are a long-term renovation, so homeowners might want to consider carefully the type and style of windows they’d like to install. Here are some factors to consider:
4.2. Factoring in installation expenses
Installation costs will differ depending on the type of job. New construction installation is generally the cheapest at around $30-$60 per window. The reasons for this are that the window is already removed and there is no repairing or touch up work required (i.e. stucco patching, siding and trim work). Retrofit installation is usually somewhere in the middle at around $50-$100 per window. The installation of full frame replacement windows is the most expensive at $100-$250+ per window. The reason for such variety in cost is due to the different amounts of work and energy required for each type of installation. Full frame replacement is a difficult and long process which involves removing the entire window, including sash and frame. This will often be a fixed cost as it can be difficult to estimate how long a job will take and can often involve multiple days of work.
To help you calculate how much to charge customers for the installation of their windows, we will look at the variables that affect your costs.
4.3. Providing transparent and detailed quotes
How the CRM can help: For each customer, you can easily identify which windows are to be quoted on and compile a detailed quote in just a few minutes. This will include all window options and accessories, the price for each, and the subtotal for the job. The sample quote form will give the customer and salesperson a professional-looking document that will effectively communicate job details and costs. Because the quote is stored electronically, it can also be easily and quickly modified, printed, emailed, and resent – very useful if the job details and/or pricing need to be changed. A detailed quote will leave little room for a customer dispute over window options and pricing.
Understand that customers are more comfortable making a significant purchase once they understand what they are getting. Most people start to put their own prices on things when they are in the dark about the actual cost. Pricing is often used as a criterion in the company selection process. Detailed quotes level the playing field, allowing the customer to compare “apples to apples” and make an informed decision about which company to use. Not all window quotes are created equal. Some are confusing mix of numbers that do not effectively communicate the overall cost to the customer. Some are too vague and do not provide enough detail about the product or service. Think of the quote as a written communication that gives the customer a full understanding about the window order cost and what they are getting for the money. A good quote simplifies the pricing and buying process for the customer and can be an effective sales tool for you.
5. Streamlining the Ordering Process
Implementing an efficient communication system One of the most significant reasons for delays in the window ordering process is the lack of proper communication. Inefficiencies in relaying information regarding the order can result in costly mistakes that may ultimately lead to having to replace defective or damaged product. By maintaining proper communication between the consumer and the manufacturer, the chances of error can be significantly reduced. In addition, the consumer’s peace of mind is increased, knowing that they will be informed of the progress of their order and being able to easily contact the manufacturer should they have any questions or concerns. One of the most effective tools for improving communication is the use of order forms shared between the manufacturer and the consumer. Many manufacturers provide a carbon copy paper form; however, this is often impractical as the consumer will require a copy of the form for their own records. A more effective modern alternative is the use of digital forms, such as those created in Microsoft Word or Excel. These can be easily viewed and edited without any messy paper waste. The form can then be emailed back and forth between the consumer and the manufacturer until all details regarding the order are confirmed.
5.1. Implementing an efficient communication system
Comparatively less direct and complex, an efficient communication system will provide ways and means of transferring information between the manufacturer and the customer, without any errors at all the stages of ordering, manufacturing and after sales service of the product. It’s very similar to the concept of implementing a sequence of interrelated activities to ensure product quality, with the only difference is that it emphasizes on communication rather than production. A standard and effective communication system will improve the overall process and motivate all employees as they would have complete and unambiguous instructions from the start to end. This reduces the need to perform overtime and rush jobs, and hence it will reduce the costs and provide a longer time to manufacture better quality products. This will also benefit and satisfy the customer as there will be less chance of miscommunication and errors in their orders. An efficient communication system will also help to track the status of the order it is at any given time. As the information is readily available, it can be compiled in regular intervals to provide the customer an accurate and immediate response to their enquiries. This decreases the overall waiting time of the customer. In any case of delays or defects on the product, it will be easier to locate the source of problem and rectify it. This information can also be used as feedback to review and improve the entire custom order process.
5.2. Simplifying paperwork and documentation
Custom Decor had implemented an online work order sheet through Google Docs, and has asked the use of certain consumers to fill these out in a pilot program situation. This has been effective as we can walk the customer through the document on the phone, sharing the screen as we go, and the same can be done in person. All information is stored within a date stamped entry so it’s easier to find when changes need to be made. All of the orders can be viewed at any time which helps to keep track of lead times as production moves on.
Another sash and frame manufacturer I spoke with used an online fax-backed invoicing system. They would fill the orders out on the computer, print them, and fax them to the customer. A fax of the purchase order would come in from the customer, and it would begin to be filed away. This company is still fairly new, and utilizing newer technology is open to change. This is when I found a way to help window and door manufacturers to have systems already in place to do traditional paperwork, but were willing to attempt different methods to better their process. Now with that I do feel very confident that an efficient communication system, coupled with simplified paper documentation, will offer great time savings for them in the future.
When I was doing my initial research for Custom Decor, I found information from companies that gross anywhere from 300k to 2mil annually, that had little or no paperwork whatsoever. This intrigued me. I wanted to know how the heck they kept everything straight, and what systems they had in place to make that happen. What I found was that most of them were working way harder than they had to. One company who has more than 20 employees, and offers one of the best finished products I have ever seen, used paper invoices that had carbon copies. The customer would fill one out, and they would file the other. After dealing with paper filing systems and customer service issues, they started entering the info from the paper into Quickbooks to keep a duplicate electronic record. They felt that with such a high quality product, most of their time was spent ensuring that the customer was ordering exactly what they wanted. He also feels that those paper records are absolutely necessary because of the issues that arise from product defects and shipping damages.
5.3. Offering online ordering options
For the company with an established website to promote their brand and their products, offering a facility for customers to place orders through the website is a wise decision. Significant amount of man-hours can be saved from not having to do data entry tasks because the customers will key in their orders themselves. Therefore, there will be less chance for discrepancies in the orders submitted by the customers. In the long run, moving towards automation of order entry by allowing the customers to do it online will maximize the ordering process efficiency. This is also a stepping-stone that will eventually lead to the implementation of full-scale e-commerce. Dynamic and user-friendly websites were traditionally developed by companies to present the content in a more attractive way, but more companies are now focused on making their websites an effective money-making tool. Providing an ordering facility to transact business with the customers will likely increase sales and revenue for the company. By having an online order facility, customer purchases can be captured at the point of their decision to buy. Customers who are likely to abandon the purchase as a result of having to place the order through cumbersome channels such as phone, fax, or mail may be more likely to proceed if they were able to place the order online.
6. Managing Production and Delivery
Here are 2 examples from both Pilkington and Gentek representing the undesirable and desirable completion of the choose order step. High-quality Worthington windows were expected and had been delivered at the customer’s site at the exact date of window installation. The windows were not being installed until a week after delivery, and due to unsatisfactory communication, rework must be performed on the windows on a no-cost basis. This indicates that the desirable completion of window manufacturing would be relaying the windows’ shipping date to the window installation date and having no extra work after the product was delivered. This event can now be measured as an added milestone to the project, providing more opportunity for quality and customer satisfaction.
Poor coordination of logistics can lead to various undesirable circumstances such as delayed projects, storage costs, and dissatisfied customers, to name a few. Now that the work is an order that has been managed step by step, it should be possible to direct each aspect of work to completion by its required date. Delivering the product to the customer’s satisfaction may also require a plan for installation at the delivery site. Preparation of delivery includes any packaging of the product and setting up transportation. The customer should always be aware of when their product will be delivered, and installation should be very near the completion of the project.
Knowing that “how work will be inspected and when it will be inspected” is an integral part of any quality control process, we must ensure that requirements for the custom order are understood by those who will manufacture and test the window. This includes any documentation such as CAD drawings, work instructions, and customer specifications. From this, you can create an inspection checklist to be used at the various stages of manufacturing, i.e. frame manufacture, glass cutting, final assembly. An effective checklist will be specific, unambiguous, and appropriate for the work or material being inspected.
In order to manage the production and delivery of a custom window order, it is essential to establish clear timelines and milestones. This should be done at the time when the project is quoted by determining the in-hands date and working backwards to set all milestones and delivery dates. “Critical path scheduling” can be utilized to plan the order step by step and to predict a realistic completion date. Share this information with the client and incorporate their feedback.
6.1. Establishing clear timelines and milestones
Finally, the person or team who will be creating and maintaining the timeline must be clearly defined. Often in a small project such as this, the line of ownership is blurred and the task falls by the wayside. This is unfortunate, as whether or not the timeline is shared with the customer, it can be a useful internal tool to keep manufacturing and office staff on track. A timeline is a living documentation, and a means to continuously update one’s understanding of what the client is expecting and when. If changes occur in the customer’s schedule or opinion on their window order, a timeline can help avoid dropped balls and possible customer dissatisfaction.
Once a proper scope has been established, the timeline should be driven through to a sufficient level of detail. The timeline should reflect, and in some cases predict, changes in the status of the order. This may cover when a deposit is made, a hardware choice is confirmed, when production starts on individual windows, or when a set of windows is shipped. Milestones should be established to give the customer a point of reference showing progress on their order.
Scope refers to the perspectives and states of the different people who will be involved in the timeline. Are they looking for a bird’s-eye view of production and delivery that they can access at any time? Are they concerned more with the fine details of when their windows will be built and shipped? Who will be at the helm, and who will need to access the timeline to brief others?
There are three aspects that should be addressed when developing the window order timeline: scope, detail, and ownership.
6.2. Ensuring quality control during manufacturing
Quality control at the manufacturing stage is something that you rely on from vendors to be doing on their own. However, D.M. Read has a different approach to this. Since they have ultimate control of the product specification and order throughout the entire process, they have hands-on involvement with all specific product quality control. Upon order placement, it is more than likely that Read will send an approved sample of the product quoted to the customer for ultimate assurance. This product is then tagged and identified with the job to enable easy reference point at any stage of the process. Throughout production, Read staff will conduct random site checks at the vendors’ factories to ensure all products are being made to the given specification. D.M. Read staff also spend time doing vendor product training by bringing the vendors out to their factory to show them how products are installed and to help with any installation process changes that may have occurred over time. This is invaluable not only for the vendor but also for DM Read and the client. Finally, before product allocation and dispatch, the product is inspected and a further inspection is done to ensure it meets D.M. Read quality standards. This leaves no stone unturned in ensuring product quality and customer satisfaction step is reached. A quality control report is then generated to be documented with all other job-related paperwork for future reference.
6.3. Coordinating logistics for timely delivery
Step 4: Review Order and Shipping Details. This step ensures that accurate customer order information is provided to update OrderQC and the Delivery Schedule online. This also ensures that the delivery process is properly initiated.
We also prepare shop drawings before we begin production. The shop drawings illustrate the dimensions and characteristics of each product. The customer must sign and return them to us before we begin production to confirm that everything is correct. This prevents the production of incorrect products and gives us a clear visual instruction on the product.
Our shipping department arranges shipment to your facility or directly to the job site. We have chosen to use our own fleet of trucks for deliveries within a 500-mile radius of our plant. This allows us to maintain control over the condition of the product when it reaches you, our customer. Our trucks are equipped with air-ride suspension to minimize the risk of shipping damage. Within our local area, we also provide next-day delivery service. For shipments outside of our local area, we use common carriers and LTL carriers. We have established relationships with national carriers and coordinate the transportation of the product, ensuring a safe and timely delivery.
7. Installation and Post-Installation Support
Once your custom windows are complete, the next step is to have them professionally installed. We will put forth the best effort to match you with an experienced independent contractor who is familiar with our product lines to perform the installation. He or she will be responsible for providing all labor and materials necessary to complete the installation. This will include transport of product from the storage area to the point of installation, removal and replacement of window treatments, clean up and debris removal, and a final inspection of the windows. The installation time from start to finish will vary depending on the number of windows to be installed as well as other factors such as weather or unforeseen difficulties. We trust that no matter the size of the project, our installers will complete the job in a professional and timely manner. In the event that you encounter any issues during the installation, simply contact your sales representative. Your representative will work with the installer to remedy the situation, ensuring that the installation is completed to your satisfaction. He or she will serve as a liaison between you and the installer. If a service agreement cannot be reached, our sales department will correct the issue at no extra cost to you.
7.1. Scheduling professional installation services
Scheduling circumstances differ from project to project. A large project can take 4-6 weeks to schedule after measurements are taken. A smaller project may only be a week or two. When your product is ready to be installed, our schedulers will contact you to set up a date and time for your installation. If you have a particular date in mind, be sure to let the scheduler know when they contact you. A good lead time on any installation helps both our company and the customer. All install dates are tentative until a week before the said date. This is due to the fact that previous jobs can take longer than expected or other various outside factors. Our scheduler will contact you the day before you are scheduled to double-check that the time is still good for you. Should your job be postponed due to weather or any other reason, the office will contact you to reschedule for the earliest possible date. Remember that in most cases there is more than one project per crew per day, so it is very important to have all work areas inside and out easily accessible.
7.2. Providing comprehensive installation instructions
Pre-installation site preparation: Inform installers of any special considerations they may encounter on the job (i.e. valuable plants near the install area, fragile interior finishes surrounding windows, etc.). Remove items from the window areas such as window treatments, alarm sensors, and pets as they may be in the way during installation. You should also provide the installers with a clear pathway to the windows by moving furniture, etc. Remember to take down any alarm sensors and have the alarm system turned off during installation window as it may interfere with alarm sensors.
After verifying sizes, you will check to make sure that all windows are opening properly and are the correct style. This is important because once windows are installed, they cannot be changed without considerable additional expense. If upon checking, you find that there are windows which do not match the original order, contact the salesperson to verify that an error has not been made.
Where to start: Once you have confirmed the sizes and quantities of windows being installed, you will transcribe this information onto a copy of your original window order, noting any changes necessary. You will then use the rough opening dimensions provided by the salesperson to verify that the windows being installed are, in fact, the right size. This is crucial as the installer will have a difficult time installing the windows if they do not fit the intended openings.
7.3. Offering post-installation assistance and maintenance tips
The support that we provide carries on far into the future and often mirrors the installation instructions and maintenance schedules for the product. It is wise to create a support section in the customer support center with FAQs and troubleshooting guides for common problems and also links to installation and maintenance instruction PDFs for easy reference. With the wide range of products initially being divided into four different brands, it will be easy to manage information and provide a dedicated service to each customer based on the products they have purchased. This will give AET a very professional image with a very satisfied customer base.
It is a good idea to follow up the installation service with a courtesy call to see if they encountered any problems during installation. During this call, inform the customer that they can call the tech support line at any time for assistance. Create and mail them a postcard describing our support methods and tech assistance hours. This will keep the support line in the forefront of the customer’s mind, so when they do have problems, they will not hesitate to call us. Any problems reported during the first week of installation should be noted, and the customer should be assisted as best as possible. This includes possible product modification or making a custom part to rectify a problem. A past customer having a positive experience with a support case can be a very powerful networking tool and can potentially lead to more sales.
When customers purchase customized products, especially innovative ones such as Experience the Reality™, they want to understand how best to manage and maintain the product so it lasts a lifetime. They will want to feel that they have made a wise purchasing decision, knowing that our post-installation support is unmatched. We provide reassurance and peace of mind by offering guidance and help every step of the way.
8. Customer Satisfaction and Feedback
The first approach is to conduct a customer satisfaction survey and the most common method is to do this by emailing a survey form for the customer to complete. Questions should be designed to pinpoint various aspects of the entire order process and the product itself. This provides an excellent and efficient method for obtaining specific feedback that can be mixed with quantitative data of how long various stages took and compared with past surveys to identify improvements. A simple rating system question where the customer rates aspects of the order process can provide a clear comparison of progress from the feedback data with a similar rated question in previous surveys. Data from surveys can be compiled and documented in a report for easy reference and to track improvements of subsequent surveys. Such surveys can also be used as a tool to further promote the company to the customer as it shows a dedicated consideration to customer feedback and an intent to improve. An additional implementation for the survey method is the use of a follow-up phone call to discuss anything the customer would like to elaborate on from their survey responses. This also provides a good opportunity to inform the customer of any implemented changes from customer feedback and obtain further opinions.
Gauging customer satisfaction and feedback from their custom order experience is an essential task in identifying the success of a streamlined order process and the benefits it provides to the customer. It is important to accurately assess customer satisfaction, as this criteria alone provides a measurable benchmark on the value added to the customers. There are two approaches that are relatively easy to implement and are generally well received by customers.
8.1. Conducting customer satisfaction surveys
Conducting a customer satisfaction survey measures how products and services supplied by a company meet customer expectations. Customer satisfaction is defined as “the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals.” In a survey, an “experience” is measured by an indirect construct that has to be inferred from a set of observable attributes (manifestations). A satisfaction attribute is a specific feature of a product or service on which customers base their overall satisfaction. A complete satisfaction statement consists of an experience statement and an attitudinal statement. An effective customer satisfaction survey will focus on measuring the relative importance and performance of various satisfaction attributes. High relative importance and low performance on a satisfaction attribute provides a company with a satisfaction gap. The larger the gap, the more the customer will be dissatisfied. Satisfaction gaps should be a company’s first priority to remove, higher satisfaction in an attribute will lead to higher customer loyalty and lower likelihood to switch to a competitor. A completed customer satisfaction survey provides a scaled measure that is easily comparable over time and across different customer segments. A company can compare the satisfaction ratings of its different customer segments in order to evaluate the success of a marketing strategy targeted at a specific segment. To evaluate if changes in various operations have worked effectively, a company can compare the satisfaction ratings of customers that were affected by the change to customers that were not affected. A company can also easily compare satisfaction ratings to competitors’ ratings in order to judge relative success.
8.2. Encouraging customer testimonials and reviews
In recent years, the internet has become an important tool to many people, and a great resource for just about anything. If you are encouraging customers to write a consumer review, make sure they know of a public place where their review can be written and accessed by many. The Better Business Bureau is an excellent place to both post and locate reviews on just about any given business. Simply direct the customer to the BBB website and have them write the review based on their entire process with your company. If your company has its own website, you may want to create a page specifically for customer testimonials. Post the reviews and testimonials that you have received, and potential customers who are browsing your site will see real-life examples of the satisfaction level from previous customers. This will greatly enhance the credibility of your business and its products. Make sure to post both the positive and negative feedback that you receive. Although the negative feedback is not what you want to see, it is a great tool for pinpointing problems in your current processes so that you can prevent them from happening again in the future.
Another creative way to get feedback from customers is by asking them to provide you with a written testimonial or a consumer review. Often times people are more than willing to complete a satisfaction survey or questionnaire because it is quick and requires minimal effort from their behalf. However, a majority of people who are pleased with their product, or the service they received, would be more than willing to take a few minutes to further express their contentment. A consumer testimonial is a great way to get feedback on the positive aspects of a business and its products. It is also a great way to find out what aspects of the business the customer values the most. For example, a customer may write a testimonial on a custom window order that says “I was extremely satisfied with the entire process, and I absolutely love my new windows”. This will let you know that the customer was not only happy with the final product, but impressed with the service provided as well. A review on a public facility such as the Better Business Bureau website will help to boost the company’s image and potentially attract new customers. Written testimonials can also be used as a tool to persuade potential customers to choose your company over another. Positive feedback from satisfied customers will add to the credibility of a company and its products, and can often times be the final determining factor for a customer who is trying to decide where to make a purchase.
9. Continuous Improvement
A value stream map of the current state of the window order process will help to identify the problem areas at a macro level. This can be achieved through mapping each step of the process to help understand the current flow and lead time of each step. The next goal is to do future state mapping and value stream design that will give a clear-cut idea of the ideal state for this process and a line of sight to achieve it.
The Window order process at KYP involves a series of steps that include input (9.1.1), project registration, survey, and field inspection (9.1.2), internal mapping, product design and development, confirmation, and order processing (9.1.3). Each of these steps involves various individuals and can take from a few days to a few weeks to complete depending on the scope of the project. While some areas of the process flow smoothly, there are some areas that are problematic and cause delays. It can be said that the window order process has a high cycle time.
– Plan: Specify deliverables, break the process into smaller elements, schedule time to analyze those elements. – Do: Flowchart the process as it is, execute a method to collect process data, observe the process to confirm the data and identify any problem areas. – Act: This is the analysis phase. Analyze the flow of the process and the data in comparison to the desired results, identify gaps and waste, and try to determine causes. The final step is to take action on what was learned through problem-solving and re-standardize work.
Continuous improvement is a method for identifying opportunities for streamlining work and reducing waste. It involves analyzing the flow of the process, seeking feedback from participants, and taking action to standardize work methods. This is a list of steps involved in continuous improvement activity with a brief description of each:
9.1. Analyzing process efficiency and identifying areas for improvement
Another consideration in analyzing efficiency is to determine if the process can be simplified. Often a step in a process is more complex than it needs to be, or there may be a technological solution that allows a function to be performed in a simpler fashion. In some cases, a complex step may be necessitated by a downstream step, so it is also worth considering if other parts of the process can be modified to allow for a simpler preceding step. When simplifying a process, it is important to ensure that the output or results of the process are not compromised and that the risk of making a change is not greater than the potential benefit.
Understanding the efficiency of an existing process is not meant to be an end in itself. Rather, it is intended to provide a framework for making incremental improvements to the process. Once a process has been mapped, the first step in analyzing its efficiency is to identify any components that might be eliminated without affecting the output or the quality of the results. Look for steps that were added at a later time and that may not really be necessary. This can be difficult to ascertain, as people often believe that the step is crucial to the process when in fact it is not.
9.2. Seeking feedback from employees and stakeholders
When soliciting feedback from your employees and other stakeholders, it is easy to get caught in a trap where no news is bad news. People are generally willing to comment on what they dislike, but soliciting comments on what they like or think is working often requires more careful attention. One approach that I have found helpful is to schedule one-on-one meetings with key employees and stakeholders and ask them to suggest one thing that I should either start, stop, or continue doing. This forces the person to think specifically about actions and behaviors and often elicits useful information. Another useful approach is to use a questionnaire that asks specifically about every aspect of the process you are trying to improve. This has the advantage of forcing people to comment on things they might not otherwise mention, but is less useful in allowing you to follow up with detailed questions to understand the person’s true meaning. Using a combination of these processes, both structured and unstructured, often gets the best results.