- Kirsty Forman 
Product Manager
Registered Master Builders Association

Outline

The Registered Master Builders Association (RMBA) represents a prestigious legacy in the construction and building industry in New Zealand, dating back over a century. It stands as the definitive voice for the sector, championing high standards and quality in both residential and commercial construction. Master Builders work with the Government and the sector to develop and uphold the highest building standards to ensure better homes, workplaces, and lives for New Zealanders.

 

RMBA, through their subsidiary Master Build Services Limited (MBS), provides a ten-year guarantee on work conducted by Master Builders for new homes or major renovations. Master Build Services (MBS) engaged Rawson Consulting to conduct a review of the guarantee sales process (promotion to application) in 2023 to understand:

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• The current process and associated data

• The potential for enhancing the sales process

• Using technology to enhance customer experience and operational efficiency

• A costed implementation approach to deliver the preferred future state options

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The Engagement

Rawson Consulting undertook a detailed review and refinement of the MBS guarantee process using our established consulting methodology tailored to MBS's specific needs. The approach was structured into key phases:

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• Initiation: This phase focused on setting up the foundation for the review
   

• High-Level Current State Analysis: Rawson Consulting defined the problem statement, undertook high-level mapping of the current process, interviewed key stakeholders and undertook a risk assessment to establish the current profile. High-level success criteria for evaluating future state options aligning with the organisation’s strategic objectives were also established.

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• Future State Options: We then explored various options to enhance the guarantee process. This involved assessing best practices, developing solutions, and conducting options analysis to select preferred solutions. The outcome included a detailed report on the options, a roadmap for implementing the chosen solution, and a presentation to the MBS Board.

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This structured approach ensured that the project aligned closely with organisational goals and set a clear path towards more robust, efficient, and effective operations.

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What We Delivered

Several new guarantee sales process options were proposed, evaluated, and refined with the involvement of the MBS team and external partners. The selected strategy introduced a hybrid model that leverages an online platform, enabling both builders and homeowners to actively participate in the guarantee application process.

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The work Rawson Consulting delivered received positive feedback from the MBS Board.

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Benefits

The selected strategy has begun it’s roll out. Once delivered it will provide the following benefits:

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• Streamlined Processes: The adoption of a hybrid application process will allow both builders and homeowners to interact directly with the guarantee system through an online platform. This change will reduce complexities and speed up the application process, making it more user-friendly and efficient.

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• Enhanced Technological Integration: The implementation of advanced technology solutions will modernised the way MBS manages guarantee processes. This technological upgrade will support better data handling, automates previously manual tasks, and improve overall process tracking and visibility.

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• Improved Communication: With the new system, communications regarding guarantees will be clearer and more accessible, ensuring that all parties have up-to-date information.

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• Increased Transparency and Accountability: The new process introduces greater transparency into the application and management of guarantees. This not only will build trust with clients but also ensure that both builders and homeowners are fully aware of their roles and responsibilities throughout the guarantee lifecycle.

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• Compliance and Best Practices: The revised processes align with the latest industry regulations and best practices, preparing MBS to meet future legislative requirements while maintaining high standards of operational integrity.

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• Customer Satisfaction and Engagement: By making the guarantee process more transparent and accessible, MBS will enhance customer satisfaction and engagement.

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These benefits will collectively contribute to a more technologically advanced and efficient guarantee system, enhancing relationships between MBS, its clients, and stakeholders, and positioning MBS as a leader in innovative best practices within the industry.