Case study
An Environmental and Construction Company, specializing in mold remediation, restoration, and general contracting was founded in 1987. It is comprised of experienced industry professionals including trained and certified principals, project managers, supervisors, and customer service personnel. Equipped with state-of-the-art technology, engineering controls, and expertise in the indoor air quality industry, EQC Inc. became a good choice for a complete and comprehensive mold remediation, construction and reconstruction project. The ERC Inc. team has successfully completed, on time and within budget. hundreds of mold remediation and restoration projects for a wide varicty of clients from its operation centers in Florida, New York, and Viginia. With over sixteen years of experience, the company has worked with a multitude of groups such as: insurance companies, real estate management companies, homeowners, condominium and co-op associations, commercial building owners, educational and healtheare facilities, developers / builders. Since EEC Inc. was founded, it has continuously set the standard for environmental remediation and restoration/construction through its comprehensive, dedicated, and reliable service, and to continue fulfilling its commitment to quality. Initially launched as an asbestos-removal company, which is a mandated service (federal and state regulated) prior to any renovation and demolition, E\&C Inc. is a family basiness. Over the first ten years, a process of price decline, higher cost of insurance and operation, competition, and a shrinking market, had E\&C Inc. faced with the challenge of developing new services. Since the use of asbestos in the construction market has been declining over the years, it was clear that the company cannot solely rely on asbestos-removal. The company faced several challenges, which include:
Internal Challenge:
- Personnel Training (demolition process, working in residential properties)
- Difference in perception (resistance for change)
- High Turnover (summer periods vs. winter periods)
- Sales vs. Marketing (pressure to serve better vs. pressure to perform more efficiently and cheaper) Accidents (restructuring of the firm due to the death of the president)
- Technology (to develop its own technological process)
External Challenge:
- Adaptation to market conditions (Change from asbestos to mold remediation, to hurricane response) Shrinking market
- Competition
- High Cost of Insurance
- Technology (awareness to new methods and processes)
- To get the "job done" each time more efficiently and effective.
The senior manager of the company formed a quality team to deal with quality issues faced the company. The quality team decided to implement some appropriate quality tools in order to enhance the reputation of the company and resolve the challenges. The study team used different data gathering methods in order to understand the company and find existing problems.
What, in your opinion, are the quality tools that the team should use to clarify the problems and find solutions, and how should each tool be used?
