Resort Developer Makes Home Ownership a Pleasure

The Company
An International developer of destination resort villages, this corporation grew from a single development in Canada to an International developer with interests in 10 resorts at some of North America’s most popular mountain destinations, including Whistler Blackcomb, a host venue for the 2010 Winter Olympic and Paralympic Games.

The Challenge
An established company well known for design and development excellence builds unique villages in resort destinations around the world. The company became very successful in building and selling resort homes. Due to high demand and rapid expansion, the company experienced a decline in customer satisfaction ratings relating to construction deficiency management and warranty issues.

The Solution
We helped to define the business requirements for a new system that tracked and managed construction deficiencies and warranties. As part of the project, we also standardized all the associated business processes and homeowner communications, developed quality metrics and identified key pieces of customer information that would help improve service quality. We also assisted in clearly defining the hand-off and roles responsibilities between Homeowner Associations and Property Management firms.

The Benefits
Improved general contractor management through deficiency tracking and management led to better deficiency and warranty management and improved homeowner satisfaction ratings. In addition, the company increased employee satisfaction by standardizing processes and assigning accountability to the right people.