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David Weekley instituted the National Trading Partner Survey to allow team members at all levels to provide timely feedback for the company’s suppliers. Suppliers are rated by roughly 1,000 David Weekley Homes’ team members annually, including builders, project managers, warranty service, design center, administrative, and the executive team. Suppliers must work with the builder in multiple markets, and satisfy a minimum number of responses, to qualify for the award. This ensures a comprehensive means of analyzing a national trading partner’s performance.
Numeric ratings are tallied for both quality and customer service, and averaged for all national trading partners, resulting in a scoring range from A to F in 20 percent increments for each category. Trane achieved an “A,A” rating, scoring among the top 20 percent in both quality and service, for the fourth year running. The homebuilder recognized 16 suppliers, 10 percent of its total supplier base, who ranked an “A” in either quality, service, or both at an awards ceremony in Houston.
“Our survey program challenges the distribution channel to be as efficient and effective as possible,” said Bill Justus, vice president of supply chain services for David Weekley Homes. “Trane has consistently ranked at the top when measured against dozens of other companies. Through their actions, Trane has demonstrated they are world-class in providing goods and services to our team members.”
Justus added, “In Trane we have a partner who drives home the message to their dealer network. Their repeated ranking at the top would not be possible without consistent communication with our team between both local distributors and installers and their home office.”
“David Weekley Homes has established a rigorous system for suppliers to obtain feedback, which is critical to our ability to provide good customer service,” said Don Wood, manager of national builder and strategic accounts for Trane. “We receive a timely snapshot of our performance in the field, allowing us to resolve issues immediately if needed, and strengthening our relationship with a key customer. In the long run, it helps us to be more responsive and provide better service to all of our customers.”
Trane has been a supplier to David Weekley Homes for more than nine years.
Publication date: 09/08/2008