Best practices book - Flipbook - Page 99
BUILDING DEPARTMENT
CITY OF ROCHESTER HILLS
QUALITY CONTROL MANUAL
Plan Review Division Quality Control Measures
The following Quality Control Measures have been established to monitor our goals for
plan reviews 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 Calls to Permit Applicants – The Management Staff will review the
monthly report of Building Permits issued and select five applicants to call each
month and solicit feedback. The Field Satisfaction Survey will be used as a
guideline for the conversation. (Goal #1)
Peer Review of all Building Permits and Plan Review Letters – A quality and
consistency check of all plan review letters and all projects prior to the issuance of
Building Permits shall be performed by the Deputy Director. (Goals #9, #10,
&11)
o Refer to Plan Review Division, Document #4.4.5210, Residential Peer
Review Checklist.
o Refer to Plan Review Division Document #4.41270, Commercial Peer
Review Checklist.
Weekly Plan Review Status Report – A report used to track plan reviews for
both commercial and residential projects. The report lists the number of new
projects, resubmittals, and revisions that have been submitted since the previous
week’s report. The report also indicates how close we are to meeting our
respective plan review timeline goals, by listing how many days our oldest plan
review submittal is, and the date it was received. (Goals #2, #3, #4, #5, & #6)
o Refer to Plan Review Division, Document #4.1.0150
Commercial and Residential Building Status List – A report to provide the
status information for each building project submitted for plan review which
further shows if a plan review is within our review timeline goals. Separate
updates are provided to the Plan Reviewers daily listing submittals received on
the previous business day. These report sheets are color coded so anyone in the
Department can tell the status of a plan review by looking at the sheet. Different
colors indicate a different stage in the plan review process. These sheets are
updated once a week in full to guarantee they are as accurate as possible. (Goals
#2, #3, #4, #5, & #6)
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