This website requires certain cookies to work and uses other cookies to help you have the best experience. By visiting this website, certain cookies have already been set, which you may delete and block. By closing this message or continuing to use our site, you agree to the use of cookies. Visit our updated privacy and cookie policy to learn more.
This Website Uses Cookies
By closing this message or continuing to use our site, you agree to our cookie policy. Learn More
This website requires certain cookies to work and uses other cookies to help you have the best experience. By visiting this website, certain cookies have already been set, which you may delete and block. By closing this message or continuing to use our site, you agree to the use of cookies. Visit our updated privacy and cookie policy to learn more.
Plumbing and Mechanical (pmmag) logo
search
cart
facebook twitter linkedin youtube
  • Sign In
  • Create Account
  • Sign Out
  • My Account
Plumbing and Mechanical (pmmag) logo
  • Home
  • Magazine
    • Current Issue
    • Digital Edition
    • Archives
    • Product Focus
    • Truck of the Month
    • Plumber of the Month
    • Tool Tips
    • PM Profile
    • Ad Index
    • Bookstore
  • Market Sectors
    • Plumbing News
    • Mechanical Systems
    • Radiant/Hydronics
    • Solar Thermal/Geothermal
    • Green
    • Bath & Kitchen
    • Fire Protection
    • Water Quality
    • Technology
    • Codes
    • Business Management
  • Columnists
    • John Siegenthaler: Hydronics Workshop
    • Al Levi: Managing your business
    • Dan Holohan: Heating Help
    • Kenny Chapman: Blue Collar Coach
    • Adams Hudson: Marketing Strategies
    • Jim Hamilton: The Bottom Line
    • Ray Wohlfarth: The Boiler Room
    • Nicole Krawcke: Editorial Opinion
    • Julius Ballanco: Plumbing Primer
    • Matt Michel: Service Plumbing Pros
    • Dave Yates: Contractor’s Corner
  • Blog
    • The 7-Power Contractor
    • PM On The Road
  • Radiant & Hydronics
  • Multimedia
    • PM AHR Expo 2019 Videos
    • Photo Gallery
    • PM Network Videos
    • PM YouTube Channel
    • Podcasts
    • Webinars
    • Showrooms
    • eBooks
  • Products
  • More
    • History of Plumbing
    • Industry Calendar
    • Classified Ads
    • Industry Links
    • Radiant Comfort Report
    • Green Plumbing & Heating
    • PVF Outlook
    • PB Outlook
    • Sponsor Insights
    • eNewsletters
    • Subscribe to Plumbing Group eNewsletters
    • Market Research
  • Directories
    • RCR Buyers Guide
    • B.I.G. Book
    • Rep Locator
  • Contact
    • Advertise
Home » UA Makes Customer Satisfaction Formal Policy With New Standard

UA Makes Customer Satisfaction Formal Policy With New Standard

January 24, 2007
Katie Rotella
Reprints
No Comments
UA seeks to resolve customer complaints; standard will help increase market share

January is the month of new-year resolutions, and this month, the United Association has resolved itself to doing the best job possible - and making it formal policy - by committing to its new UA Standard for Excellence.

“We are putting down in writing our pledge to maintain the highest standards of excellence in all that we do - training, maintaining our skills, working safely, being more productive, improving workplace attitudes, and all other elements that will set us apart from the rest of the pack,” wrote UA General President William P. Hite in the UA Journal in November.

According to the organization, the UA Standard for Excellence is a joint labor-management pledge to uphold the highest industry standard in the workplace, with the ultimate goal of ensuring complete customer satisfaction.

Hite insists that these are not just “words on paper” or hung up on a wall. “These are principles we believe in,” Hite wrote.

A main motivation behind making the standard formal policy has been the drive to increase market share for union workers, especially in the Gulf Coast area.

“It’s the union’s job to make sure we keep our contractors competitive,” Hite told his members. “It’s our responsibility to work with our contractors to make the union the ‘go-to guys.’”

According to Hite, increasing the UA’s market share means better wages and benefits, and serves in securing the UA’s position well into the future.

The standard is supported by two other UA initiatives: The Strategic Planning Committee is tasked with expanding market share, while the Mechanical Allied Crafts Council (MAC) serves to eliminate jurisdictional disputes and increase job opportunities.

Beginnings: After meeting with hundreds of UA members, contractors, owners and clients across the United States and Canada, it was clear that UA members received high marks for craftsmanship and skilled manpower.

However, there is “always room for improvement,” Hite said, and put it very simply to his members when he listed some of UA employers’ and customers’ concerns:

  • low productivity
  • absenteeism
  • worker appearance on the jobsite
  • poor attitudes and inadequate safety practices
  • unqualified foremen
  • concerns about illicit drug and alcohol abuse.

Hite admitted the concerns sounded “ominous,” but said these concerns are an easy fix.

The standard lists the responsibilities for each tier of business, from members to locals to management and upward. Responsibilities such as: zero tolerance for substance abuse; intolerance to absenteeism or tardiness; using and promoting local union training and certification for lifelong learning; proper problem resolution procedures; ownership of mistakes created by management decisions; treating all employees in a respectful and dignified manner; and more.

Some points are very general guidelines, while others are more specific (personal cell phones will not be used during the workday; offensive words and symbols on clothing are not acceptable).

Assisting with the implementation of the standard are employer groups such as MCAA/MSCA, PCA, UAC and others. Their roles lay with encouraging their signatory contractors to manage their jobs effectively. Other responsibilities include: providing worker recognition for a job well done; encouraging, but if necessary, being fair and consistent with discipline; and promoting and supporting continued education.

“Our members are quite pleased with the new standard,” said John McNerney, executive director, government and labor relations, MCAA. “It’s also a credit to the new administration. To come up with this early in its tenure is a very positive step.” He told us MCAA will do its best to lend a hand in implementation for its members, and stands to work with the UA.

McNerney believes it’s hard to disagree with the direction the standardis taking, and noted that the leadership and culture changes the formal policy will make can serve to strengthen market performance.

“Jobsite performance is a much more crucial part of being competitive than the UA has publicly recognized previously,” McNerney said. “A high-performing workforce is a big benefit in this market where opportunities remain tight. Implementing the standard bodes well for the future.”

“The UA Standard for Excellence is a new way of doing business,” said Steve Kelly, assistant general president of the UA. “[It is] a guide for all parties - labor, management and owners - to use as a means of smoothing job completion.”

pm-subscribe

Recent Articles by Katie Rotella

PM Truck Of The Month: Crawford Mechanical Services, Columbus, Ohio

PM's 2009 Best Contractor To Work For: Midwest Mechanical Contractors, Kansas City, Mo.

Solar Heating Report - Fall 2009
Solar Showrooms

PM Truck of the Month--Gouthro Plumbing & Heating, Brockton, Mass.

Controlling Call Clusters

Katie Rotella was the senior editor of Plumbing & Mechanical from 1999-2009.

Related Articles

Energy Kinetics Celebrates 20th Year With New Facilities

Customize The Steambath Experience

Making The Internet Work For Your Plumbing Company

Doing It Right, Making It Tight

You must login or register in order to post a comment.

Report Abusive Comment

Subscribe For Free!
  • Print & Digital Edition Subscriptions
  • eNewsletters
  • Online Registration
  • Subscription Customer Service

More Videos

Popular Stories

The Glitch.jpg

The Glitch and Fix: Keep the cost down

Siggy_single coil

Single coil solution

The Uniform Codes

Development of the 2021 Uniform Solar, Hydronics & Geothermal Code

Headlines

NIBCO completes acquisition of Milwaukee Valve

Aquatherm releases updated Installer Manual

Aquatherm releases updated Installer Manual

PM-Rectorseal-Quiz-360x184


PM-COTY 2019

Events

December 30, 2030

Webinar Sponsorship Information

For webinar sponsorship information, visit www.bnpevents.com/webinars or email webinars@bnpmedia.com.

View All Submit An Event

Products

2020 National Plumbing & HVAC Estimator

2020 National Plumbing & HVAC Estimator

See More Products

PM_Top20Products360

Plumbing and Mechanical

Plumbing & Mechanical December 2019

2019 December

Check out the December 2019 edition of Plumbing & Mechanical: 2020 B.I.G. Book, John Siegenthaler on geothermal water-to-water heat pump system design and installation, maximizing efficiency on small-diameter piping projects and much more!
View More Create Account
  • Resources
    • Reprints
    • List Rental
    • Contact Us
    • AEC Store
    • Blogs
    • Radiant & Hydronics
    • Industry Links
    • Market Research
    • Custom Content & Marketing Services
    • Privacy Policy
  • Want More
    • Connect
    • Survey And Sample
  • Plumbing Group
    • PM Engineer
    • Supply House Times
  • Advertise
    • Advertise
    • Plan for 2020!

Copyright ©2019. All Rights Reserved BNP Media.

Design, CMS, Hosting & Web Development :: ePublishing