DPR Strives for “Best in Class Rating”

To the uninitiated, the term “Punchlist” may evoke images of grocery lists, boxing, or mathematical terms. For the construction industry, it is a list of outstanding items that must be completed before project closeout. For DPR and its customers, the term is preceded by a “zero” and sets a new standard for quality performance. As one of the five DPR Critical Success Factors, including Estimating, Scheduling, Safety and Closeout, “Zero Punchlist” is a tool for quality measurement, and DPR’s Zero Defects program is shifting a fundamental paradigm in the construction industry.

According to DPR’s Lou Bainbridge, “An important aspect of DPR’s Zero Defects program is that the customer must affirm the accomplishment of a project in writing in order for the DPR team to count the project a success. This fact really raises the bar on performance and focuses the team from the beginning of the project in order to get everyone working toward the same outcome.”

For DPR, “Best in Class” performance is also based on how quickly the Punchlist is retired.

The numbers tell the story best. In 1998, DPR received 21 customer letters confirming successful completion of a project, and in 1999, the total number of letters received was nearly double - 42 letters.

“The real drivers behind the success of DPR’s Zero Defect process are the leaders in each office,” said Bainbridge. Each of DPR’s 13 offices across the nation has a designated “champion” for each of the five Critical Success Factors, and they are responsible for working with the project teams to track progress and exchange information and innovative ideas. In addition, data and statistics are continuously gathered and analyzed to identify areas for improvement.

“At DPR, we continuously strive to exceed not only client expectations but our own standards of service - constantly working towards the next level,” said Bainbridge. “A ‘Zero Punchlist’ letter is one tangible means of measuring our success.”

“We are very pleased with the attention DPR took to deliver a well-done, completed space. This is the way Gensler prefers to see the Punchlist performed - in reality it is very rarely done this way by other construction firms.”
-Lara Conte
Architect for Scripps Memorial Hospital La Jolla Women’s Center
Gensler

“I was particularly impressed by the Zero Punchlist achieved. I have seen a lot of sub-standard work being done in various parts of the country, and I see none of that here.”
-John Koffley
Facilities Manager on the Corixa Corporation Facilities Project
Corixa Corporation