DPR Continues to Measure and Deliver Great Performance in the East with 30 and Counting Zero Defects Projects

Many customers have said that it is DPR’s culture that sets it apart from other general contractors—from the “we are always accountable” and “no excuses” sayings on the interior walls of the offices to the company’s core values and purpose to the six Critical Success Factors (CSF) measured on each project. “If you’re not keeping score, it’s just practice” has become more than a mantra at DPR.

When given the opportunity to work with clients that are not only excited by DPR’s internal measurement tools but also go as far as to grade the projects themselves, DPR views it as the ideal coalescence of cultures.

For example, Zero Defects (ZD), one of six CSF, underscores DPR’s commitment to delivering projects without a punchlist or any outstanding defective items. In 2004, DPR’s Atlanta and Fairfax regions earned nearly 30 customer-signed ZD letters. On work being performed in these same regions for a financial services company represented by Trammell Crow Corporate Services, DPR, along with the entire project team, is also being graded on overall quality control—from interiors and finishes to plasma screens and phone locations and everything in between. On these projects, in addition to striving for ZD results, teams are working toward 100 percent scores. On average, they grade well into the high 90s, with a number of perfect scores achieved.

“Working on projects that we know are also being scored by the client is a huge added motivator,” explained DPR Project Manager Terry Edmondson. “A 100 percent score is typically consistent with getting a ZD letter, which of course is an accomplishment for DPR, but it also means the customer is getting a great product.”

With a ZD champion in each region, goals are outlined early in the project process, before subcontractors are even selected. Through weekly jobsite tours with the owner, client and architect, detailed responsibility matrices, rolling completion lists and fresh-eyes walks, which rely on people removed from the project touring and grading it, DPR teams address and correct issues early on, rather than after a job is completed.

This year may be the most motivating yet for Fairfax and Atlanta. Fairfax has earned 11 ZD letters, all for work with this financial services customer, and Atlanta is pushing forward with two ZD letters already signed and delivered.