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Gilbane is dedicated to providing superior client satisfaction. At the heart of our quality program is a formal client-survey process: we rate our performance based not on how well we think we've done, but based on how well the owners and architects/engineers tell us we've done. Understanding what our clients think gives us the opportunity to build on our successes and improve on our shortcomings. The surveys drive a cycle of continuous improvement -- and yield immediate benefits to the survey respondents through better communication and stellar client service. Gilbane also has established an in-house "Quality in Construction" program, which has as its goal work that is complete and free of defects the first time. We achieve this goal by holding pre-installation meetings and conducting timely inspections during the critical path of projects, including first delivery of materials, first equipment installations, mock-ups, benchmarks for each new type of work, and closure of utility systems. |
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