November '17

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74 • RV PRO • November 2017 rv-pro.com R V M A N U F A C T U R E R S Editor's note: A number of RV manufacturers have recently announced measures to improve the quality of units they are building. This article highlights two recognized leaders, Jayco and Grand Design, for their detailed pre-delivery inspection processes. "B uild a better mousetrap and the world will beat a path to your door," the old saying goes. Substitute the term "RV" for "mousetrap" and the term offers some insight on the overnight success of Grand Design RV and the half-century of accomplishment for Jayco. One of the keys to each RV manufacturer's success is a thorough pre-delivery inspection (PDI) process. Grand Design's 280-point inspection process has become part of the company's culture, according to company CEO and President Don Clark. "It's making a difference in moving the needle in a positive direction in terms of satisfaction of customers and dealers," he says. "The RV industry needs to meet – if not exceed – retail cus- tomers' expectations. Customers need to enjoy camping in their unit. That should be the goal of all manufacturers. We want to lead all manufacturers toward that simple goal. We've raised the bar ourselves, so it has become second nature to this company." Meanwhile, Jayco has refined its PDI through the years and devised what it considers a very thorough process. Joe Thompson, senior vice president of operations at Jayco, calls the company's PDI process, "an excellent tool for communication back to manufacturing, purchasing, engineering and sales to improve overall quality. That is one of the biggest reasons for any PD – not just the benefit to our customer, but for the ben- efit it provides to us internally in identifying root cause issues." Grand Design Embraces 280-Point PDI Since its beginning in 2013, every Grand Design RV brand has won the RVDA DSI Quality Service Award each year with top-of-the-chart scores. That's no coincidence, according to Clark. "When we founded Grand Design we wanted our company to be different," he says. "We wanted it to stand for something RV makers embracing a robust pre-delivery inspection process say it benefits them, RV dealers and the end consumer. By Steve Bibler and Bradley Worrell Raising the Bar GRAND DESIGN PHOTOS BY STEVE TOEPP/ MIDWEST PHOTOGRAPHICS

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