Hvordan skape tillit hos huseierne?

Presentasjon om: "Hvordan skape tillit hos huseierne?"— Utskrift av presentasjonen:

1 Hvordan skape tillit hos huseierne?
COHERENO Business Collaboration Event – Trondheim 2 oktober 2014 Tommy Kleiven, SINTEF This kick-off presentation is intended to convince you of the importance of paying attention to quality aspects when you are involved in an nZEB renovation. We will also explain how quality assurance can and will contribute to the confidence customers will have in your services.

2 An nZEB renovation is a particularly exciting, innoative and challenging endeavour.
Renovation towards energy neutrality usually implies: Applying a fair amount of insulation to the building envelope Measures to improve the air-tightness building envelope Installing RES … You could call this project innovative and exciting, but you could also consider it a complex challenge where many things can go wrong, where many parties are involved that need to closely work together etc. This already shows how important it is within the context of nZEB to pay attention to quality aspects.

3 Hopp i det…

4 Kvalitet? Levere ønsket sluttresultat (det kunden vil ha) gjennom en systematisk arbeidsmetodikk How do we define quality? According to us, providing quality means that you, together with all other parties involved, are able to deliver the aspired end result, not by a lucky shot but by means of a consistent method of work.

5 Hvorfor bry seg? Konkurranse kraft Tillit hos kunden
Why should you care about quality? First of all it is good for your business. Quality is related to “organizing your work” and to “efficiency”. It will have benefits in terms of cost effectiveness, it will allow you to deliver on time, it will increase your productivity. Secondly, quality is very much related to customer confidence. It is related to the satisfaction of your clients upon completion of the renovation works, but also to maintaining good client relationships during the process. Convincing clients of the fact that you will deliver quality will also help you to attract more clients and thus appeal to potential customers.

6 Hvilke faktorer spiller en rolle?
Felles forståelse av sluttresultatet „THE DISH & THE RECIPE“ Which factors play a role in the delivery of quality? We will make a comparison with cooking here, and we found that four factors play a role in the delivery of quality. In case there is a problem with one/several of these factors, you are at risk that the quality of the overall renovation will be compromised. First of all, and this may seems very straigth-foward: all parties should commonly agree upon the aspired end result. Related to this is it also important that all parties involved are somewhat aware of the steps towards achieving this end result.

7 Hvilke faktorer spiller en rolle?
Felles forståelse av sluttresultatet „THE DISH & THE RECIPE“ Ferdigheter og kompetanse „THE CHEF“ Secondly: the knowledge, competence and the experience of the actors involved play a role.

8 Hvilke faktorer spiller en rolle?
Felles forståelse av sluttresultatet „THE DISH & THE RECIPE“ Ferdigheter og kompetanse „THE CHEF“ „COOKING TEAM“ In the case of an nZEB renovation, we do not have one single cook but a cooking team that will be at work. All cooks involved in this team need to have the proper knowledge and experience to deliver their part of the dish.

9 Hvilke faktorer spiller en rolle?
Felles forståelse av sluttresultatet „THE DISH & THE RECIPE“ Ferdigheter og kompetanse „THE COOKING TEAM“ Kvalitet på produktet „THE INGREDIENTS & TOOLS“ Thirdly, the quality of the products play a role. With products we mean both building materials and services system components that will be installed on-site (ingredients), as well as equipment, software etc (kitchen tools). For instance: when bad quality products will be installed on site, or when the wrong products will be used, there is a very high chance that problems will occur.

10 Which factors play a role?
Felles forståelse av sluttresultatet „THE DISH & THE RECIPE“ Ferdigheter og kompetanse „THE COOKING TEAM“ Kvalitet på produktet „THE INGREDIENTS & TOOLS“ 4. Samarbeid og koordinering „THE TEAMWORK“ The fourth factor that plays a role is the collaboration and coordination. Given the involvement of many parties and the many dependencies between activities it is particularly important that all actors work closely together.

11 And, does anyone have the recipe?
Enkelt, eller? Bare i et fåtall av tilfellene jobber alle innvolverte mot et felles definert sluttresultat. I mange tilfeller mangler en grundig tilstands-vurdering og en helhetlig energirådgivning som grunnlag for å velge tiltak. What dish are we cooking here? And, does anyone have the recipe? This all may sound very simple and straigth-foward, but looking at current practice today we do see that significant problems occur today. Følgende er basert på data fra en undersøkelse blant 10 huseiere som har gjennomført en ambisiøs oppgradering samt gjennom dybdeintervjuer med 13 foregangsbedrifter innen energioppgradering av boliger.

12 It appears the chef does not always know exactly how to cook
Enkelt, eller? Flere huseiere opplevde aktører med mangelful kunnskap om ambisiøs oppgradering. It appears the chef does not always know exactly how to cook

13 Enkelt, eller? De oftest rapporterte problemene er knyttet til koordinering og samarbeid (77%) og til kvalitetskontroll på byggeplass (54%). Bruk av prosess-/prosjektleder benyttes bare i 30% av prosjektene i Norge.

14 "Hands-on" anbefalinger
However, examining current practices not only lead us to identify points of attention (problems in previous slides). We also noticed a fair number of good practices already firmly embedded today. I would like to invite you to have a look at the brochure you all have received (front page displayed here on this slide). This brochure contains specific practical tips (hands-on recommendations) on how to integrate quality in your business concepts. During today’s workshop we will work with these hands-on recommendations during the business modeling exercise. In the next slides, I will briefly run through these tips/recommendations.

15 Vær klar på energimål, og energimerke som skal oppnås
Appeler til mixen av drivere som får huseiere til å gå for en ambisiøs oppgradering Vær klar på energimål, og energimerke som skal oppnås (60% av huseierne hadde energimål i tankene)

16 Felles forståelse av sluttresultat
Start med en energirådgivning (Problem:76%) Invester i koordinering, samarbeid og kvalitetskontroll (Problem: 77% and 54%) Oppfølging etter ferdigstillelse

17 Kvalitetsmerker for produkter
(Allerede brukt av 85% av foregangsbedriftene) (Energi) Performance Contracting med garantier

18 Velg kompetente partnere med nZEB erfaring
Registrerte aktører med dokumentert kunnskap Involver en kompetent energirådgiver (Skaper tillit til 50% av huseierne) Utpek en prosjektleder

19 Kontakt: tommy.kleiven@sintef.no eller trond@segel.no
Data for Norge er basert på en undersøkelse blant 10 huseiere som har gjennomført en ambisiøs oppgradering og gjennom dybdeintervjuer og en workshop med 13 foregangsbedrifter innen ambisiøs energioppgradering av eneboliger. Kontakt: eller