Best practices book - Flipbook - Page 102
BUILDING DEPARTMENT
CITY OF ROCHESTER HILLS
QUALITY CONTROL MANUAL
Inspection Division Quality Control Measures
The following Quality Control Measures have been established to monitor our goals for
inspections performed by the Building Department:
Customer Satisfaction: Information through surveys, e-mails, letters, counter
visits, and from other Departments is reviewed as it comes in to determine that we
are meeting our goal of 100% customer satisfaction. (Goal #1)
Random Field Visits to Construction Site – The Management Staff will review
the daily inspection list and select sites to visit by the 10th of each month. They
will talk to the contractor, homeowner, superintendent and others on the site to
determine what type of service they have received. The Field Satisfaction Survey
will be used as a guideline. (Goals #1, #5, #6, & #7)
o Refer to Inspection Division Document #3.1.0180, Random Field
Inspection Checks.
Tracking for Fire Alarm and Fire Suppression Inspections – Our goal is to
inspect all requests for Fire Alarm and Fire Suppression inspections within 72
hours of receiving the request. We intend to meet that goal 80% of the time. (Goal
#3)
o Refer to Customer Service Division Document #2.2.5260, Monthly
Reports – FS/FA Inspections Within 72 Hours.
Random Field Checks – a procedure where quarterly field visits are made to
verify accuracy and consistency and to gather data that can be relayed to all the
inspectors during our monthly inspector meeting. This procedure also offers us
the opportunity to gather stakeholder input to share with the inspectors. (Goals #5,
#6, & #7)
Inspection Correction Tracking Sheets - a process developed to allow us to
keep track of any inspection errors that are discovered during an inspection. The
purpose of gathering this information is to act as a learning tool. As an error is
discovered, the information is logged onto the form and discussed with all parties
involved. Minor errors are corrected immediately, while major errors may require
site meetings and additional research to resolve. Once a resolution has been made,
the information is to be discussed at the next monthly Inspector’s meeting, with
the emphasis on consistency and accuracy. (Goals #5, #6, & #7)
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