B Y T O M G I L L E S P I E

NHQA CRITERIA

BUSINESS RESULTS

CUSTOMER SATISFACTION

• Survey results are tracked and used to effect

improvement.

• A third party surveys and measures customer

satisfaction levels.

• Formal process are in place to review, establish

action steps and follow up on measurement results.

• Satisfaction levels one year after closing are within

10% of closing levels.

FINANCIAL

• Financial results include sales, gross margin, pre-tax

net profit and return on investment.

• Financial results tracked with formal processes to

review, establish action steps and follow up on

measurement results.

• Financial results are benchmarked against other

companies and industry averages with results used

in managing for improvement.

OPERATIONAL

• Operating metrics include sales, construction,

delivery, warranty service and trade partners.

• Operating metrics have formal processes in place

to review, establish action steps and follow up on

measurement results.

• Operational metrics are benchmarked against

other companies and industry averages and used

in managing for improvement.

OVERALL

• Tangible measures exist to determine business

results.

• Measures align with vision, mission, goals and

objectives of the company.

• Measurement results a key component of how

company is managed.

• Key measures shared and used to enhance overall

company performance.