The manufactured housing industry faces many challenges, both internally and externally. Solving issues such as product quality and durability, customer satisfaction, employee retention, home installation and general safety is the key to developing and maintaining a company's position in the marketplace. In an effort to improve the quality and durability of their products, manufacturers are turning to exciting new ways to improve construction and installation processes that not only result in a better product, but also improved safety records and increased employee retention. These advancements revolve around internal training programs, and many manufacturers are finding that the benefits of quality training programs are far-reaching and valuable. Internal training programs are helping manufacturers improve employee satisfaction and significantly reduce turnover rates, improve product quality and durability, and improve safety and increase customer satisfaction.

Manufacturers throughout the U.S. are reaping the benefits of quality internal training programs and are reversing some of the trends that have hurt production and efficiency in the past. According to Ron Erikson, training coordinator at Oakwood Homes, "Fifty to seventy-five percent of all turnover happens in the first eight weeks of employment." Erikson also mentioned that most of the damage, rework and accidents that occur are caused by new hires. To increase the number of experienced employees in their factories, Oakwood is focusing their attention on improving employee retention and training new hires. Their efforts have already started to pay off, as they have seen a 50 percent drop in their turnover rate as a result of their employee training program. Cavalier Homes has experienced similar results from their training efforts. After implementing a comprehensive training program for employees, their turnover rate decreased from 65 to 22 percent. "Our goal is to further reduce our turnover rate to ten percent," said Carroll Chambless, quality customer satisfaction coordinator at Cavalier Homes.

MANUFACTURING TRAINING

In factories throughout the country, various methods and media are employed in training, but most programs feature universal components that are common to the training process. Starting with a general employee orientation, new employees are familiarized with the basic goals and culture of the company, as well as informed about benefits, procedures and safety. A look into the home construction process is also provided through factory tours.

Once the new employee understands the general environment of the company and its overall functions and goals, the employee then moves on to more job specific training. Job training programs usually consist of a combination of classroom and "hands-on" instruction, including the use of videotapes, manuals, computers and the Internet. The topics covered in this type of training include operating tools and machinery, reading blueprints and work orders, using materials and complying with departmental safety and quality standards. Often employees are shown how each department contributes to the construction of the home, so they can see how each individual job fits in, as well as other jobs that may interest them. At Cavalier, employees are encouraged to explore other departments and request a transfer if they find a different job that they would prefer. "This is working great for us," said Chambless. "The employees are happy because they get to choose the department they work in, and the company benefits from having employees that are well-matched to their position and are enthusiastic about their job."

Cavalier offers their training through "Cavalier University," which is a training facility housed in a multisection home located outside the company's corporate office. Cavalier conducts a comprehensive training program that includes the basic components described above, as well as additional courses focusing on safety and quality improvement. "At Cavalier, safety is number one," said Chambless. "We have an excellent safety program, which has resulted in one of the best safety records in the industry."

Cavalier is also committed to quality improvement. "First, we want the employee to believe that Cavalier is committed to improving, and then want to offer them the opportunity to contribute to that improvement," said Chambless. To achieve this goal, Cavalier offers brief quality improvement courses once a week. Cavalier also encourages employees to provide feedback on the company's operations and offer suggestions for improvement. "Whenever possible, we try to approve every suggestion that employees present," said Chambless.

The interactive training program offered by Oakwood Homes includes employee mentoring, a technique that several manufacturers find useful. Employee mentoring, or a "buddy program," is effective in helping employees become socially acclimated to their new employment environment, as well as receive valuable "on-the-job" training from an experienced co-worker. Oakwood selects experienced employees who have good track records to participate in the mentoring program. These employees are given a "buddy card," which includes a checklist of items to complete with new employees that are assigned to them. Some of the items include meeting the employee in the morning, accompanying him to lunch and breaks, and helping him understand the expectations of co-workers and supervisors. As an incentive to mentors, Oakwood offers them a fifty-dollar bonus if the new employee stays with the company for eight weeks and an additional fifty dollars if the employee stays for six months. This program has helped increase employee satisfaction by acknowledging the value of the mentor and by taking the time to help new employees adjust.

Oakwood also develops manuals for each department that feature instructions specific to the functions carried out there. The departmental manuals are innovative in that they contain graphical representations of the tools and machinery used in the department. "We use pictures of things that are familiar to the employees to make the manuals easier to follow and understand," said Erikson. By making the manuals user-friendly, employees are more likely to read and understand the materials presented.

MANAGEMENT & LEADERSHIP TRAINING

In addition to training their employees in specific job functions, many manufacturers go a step further and provide leadership and management training to plant managers and supervisors. Leadership training is generally carried out in a classroom setting and covers topics such as communication, fundamental management skills, developing a positive attitude and leadership qualities and an overview of common mistakes that managers make. Champion Homes began implementing a new leadership development training program last year that is being presented to anyone in a supervisory or management position throughout the company. Bill Allen, human resources manager of Field Operations at Champion, says that the program is very practical and focused on issues that are important to the industry. "One comment that we hear a lot from employees who have completed the program is that it is practical, down to earth and offers information that they can use right away," said Allen. "The core of our program is teaching employees to understand people and relationships. These are skills that not only apply at work, but benefit the employee in their personal lives as well."

INSTALLATION TRAINING

Improving the quality and efficiency of home construction is an important goal of all manufacturers, and comprehensive training programs can go a long way toward helping to achieve that goal. Equally important to a home's durability and the homebuyer's satisfaction is the proper installation of the home. As manufactured homes increase in quality and size, proper installation has become more important than ever. Since homes are not as likely to be moved as they were in the past, the focus is on installing homes to make them as durable and stable as possible.

Historically, installation methods and training have been challenging due to a lack of control and a tendency for some installation technicians to cut corners in an effort to reduce costs. Manufacturers and state regulating agencies are tackling these issues through a variety of methods. A number of states have developed certification programs that set standards for home installations in their state. Manufacturers are also doing their part to encourage higher quality home installation procedures by offering their own training and certification programs for installers of their homes.

Fleetwood Homes conducts one of the largest training programs in the country for installation technicians. Installation training is conducted on-site at Fleetwood's 1,500 plus retailers throughout the U.S. and includes a one-day training course, followed by a test and an on-site audit. Installation technicians who complete the training receive a jacket identifying them as a "Fleetwood Homes Certified Installation Technician" and a certificate. Bob Henry, home installation manager for Fleetwood Homes, says that the most innovative component of their installation training is the fact that Fleetwood is "up-to-date" with the latest in technology. "We provide instruction and training that covers the newest tools, techniques and machinery available," said Henry. "We have trained over 11,000 installation technicians and also offer training to state building officials and regulatory agencies." Henry also said that Fleetwood's installation training courses have been approved as qualified continuing education courses in several states that require installer certification.

Like many manufacturers across the country, Fleetwood Homes consulted with George Porter in the development of their training program. Porter, who specializes in developing and conducting installation training programs for the manufactured housing industry, helped Fleetwood develop a program and trained a group of trainers at Fleetwood who would be responsible for implementing the program. Porter has presented installation seminars and developed training programs for several manufactured housing companies and uses a core two-day program as the basis for developing customized programs.

Similar to the training that takes place in the factory, installation training is usually a combination of classroom and hands-on instruction. Porter's core program consists of one day in the classroom, where a wide range of topics are covered from industry history to general assembly, and one day in the field where installers can apply the knowledge they gained the previous day.

Classroom instruction starts off with general information including how manufactured homes have changed throughout history and how installation has grown in importance. Installers learn about the Federal Manufactured Home Construction and Safety Standards (HUD Code), site preparation and assembly in general. "Site preparation is the biggest problem installers face," said Porter. "If you want a home to be stable and durable, it is critically important that you stabilize the environment beneath the home." Next the course moves on to general assembly, which covers equipment and techniques that can be used to assemble any make or model home, including how to properly move a home, how to build and use a water level and adding support. Depending on the specific make and model that applies, additional considerations are covered that make the installation process unique to that home.

Another important topic in installation training is safety. To make a strong impression about the importance of job safety, Porter uses a powerful technique designed to give installers a "wake-up call." "Sometimes people overlook how important the installer's job is. I take the time to make sure installers understand how critical their contribution is and also how potentially dangerous it can be if safety is not taken seriously," said Porter. A collection of news articles pertaining to accidents that have occurred during home installations are shown to the attendees to give them a sobering look at the danger associated with their job. Porter also discusses the Occupational Safety and Health Administration (OSHA), a topic with which some installers are not familiar.

Day two of training takes place in the field, where installers get hands-on training at an actual home installation. While installing the home, technicians learn the correct way to carry out each task as well as identifing and avoiding problems.

Champion Homes offers installation training to Champion installers throughout the country through their "HomePride" program. HomePride was developed for Champion by Porter and is based on the core program described above. "We invite not only installers to our HomePride installation training program, but also retail owners and managers," said Byron Stroud, vice president of market development for Champion Homes. "Retailers can market their commitment to quality installation and use it to help them achieve a competitive advantage." The first program to be approved by the state of Michigan after adopting state certification requirements, HomePride is now an approved state certification course in several states.

Advancements in training have contributed significantly to the growth of the manufactured housing industry, as well as the quality of the homes produced. As many manufacturers have discovered, quality construction and installation can only be achieved when every employee has a solid understanding of their job, from tools to procedures to communication to safety. From the entry-level assembler to the top manager, all employees contribute to the ultimate goal of total customer satisfaction and product quality. As consumers become more educated about manufactured homes and proper installation techniques and methods, they can help drive quality by knowing what to expect and demanding no less than the best.

© 2000 by Manufactured Housing Institute. All rights reserved.