Our Commitment to Quality
To achieve exceptional results in our people, for our customers and for our shareholders, Palm Harbor has focused on one thing: Quality. Quality in our people. Quality in our processes. And quality in our product. Our ability to build and sell quality-built manufactured and modular homes in this value-driven market is attributed to the outstanding talents and skills of our exceptional associates. To make full use of these talents and skills, Palm Harbor implemented the Quality Improvement Process (QIP) in 1986.
Quality Improvement Process
The Quality Improvement Process is a management system to prevent and correct problems or inefficiencies. The QIP allows each associate to focus on the customer - whether the customer is internal or external. Customer requirements are first determined, then systems are designed and installed to meet these requirements in every phase of the homeowner buying process - from greeting the customer at the retail sales location to final transfer of ownership during the Gold Key Care walk-through.
Empowered Associates
At Palm Harbor, the QIP involves our motivated and knowledgeable associates being able to make key decisions about the way they do their job. Our associates are empowered to implement solutions to problems that concern them and their customers most - at the local level.
Palm Harbor makes continuous and substantial investments in educating our associates in using the QIP through classroom training. Then, because the QIP is a continuing process, all associates receive regular refresher courses and updated training designed to help them make full use of their abilities.
The Quality Improvement Process allows our associates to commit themselves to quality and customer satisfaction. Those who have made special contributions to quality improvements or customer satisfaction are routinely recognized through Quality Hero and Quality Superstar awards. This recognition demonstrates Palm Harbor's commitment to the QIP and energizes our associates to deliver quality above all else. Our dedication to "quality first" has built our long-standing reputation for quality among consumers.
A Quality Reputation
As a company, our commitment to quality and value is even integrated into our compensation systems. One important difference between Palm Harbor Homes and its competitors is that our managers' compensation is heavily weighted by the level of customer satisfaction he or she is able to produce. This applies to everyone from our Gold Key Care Technicians to our Plant Managers to our Retail Sales General Managers.
Our company-wide dedication to quality first is unique in this industry. At Palm Harbor, we believe quality, value and satisfaction are inseparable. Our products and our services are designed to deliver "More home for your money."
