No. 8: How Case Smooths out the 'Joints' in its Remodeling Process

At Case, we’re big believers in the design-build approach to residential remodeling. Our definition of design-build is design, development, project management, and much of the construction of the project is done in house by Case employees.

As outlined in previous episodes, we have a carefully developed process to move a client from an initial conversation through the completion of the project. It’s a relay race where the baton is passed back and forth between development, design, and production.

As well developed as our process is, we still have challenges. These challenges are typically related to the joints between steps in the process. The areas where we pass the baton from one role to another or pass through a transfer. Every once in a while, we drop the baton…

In this episode we discuss details of the various steps in our process and some of the gates we have implemented along the way to ensure successful transfers of responsibility and information.

We start by outlining how we conduct a trade walk through and introduce a Project Manager to a client. Next up is a contract review where a PM has 48 hours to review a project before a contract is presented. Can there be some conflicts in this step? You bet, but better now than after we’re in production.

We continue to move through the process- package pass, expectations letter, pre-construction walk through, electrical walk through, mid job huddle, and substantial completion. We touch on compensation issues and how this helps align members of our team. We also touch on the importance of regular communication with all parties involved. We wrap up with some thoughts on surveys and project celebrations.