title: Building Supply Chain for Mass Refurbishment of Houses: Customer Segmentation - Draft Supply Chain Design (WP4 D2)
Creators: name: Cook, P.
name: Lake, D.
Publisher: name: ETI
Year: 2013
Subjects: subject: Buildings
subject: ENERGY EFFICIENCY (Residential and commercial)

description: This project looked at designing a supply chain solution to improve the energy efficiency of the vast majority of the 26 million UK homes which will still be in use by 2050.It looked to identify ways in which the refurbishment and retrofitting of existing residential properties can be accelerated by industrialising the processes of design, supply and implementation, while stimulating demand from householders by exploiting additional opportunities that come with extensive building refurbishment.The project developed a top-to-bottom process, using a method of analysing the most cost-effective package of measures suitable for a particular property, through to how these will be installed with the minimum disruption to the householder. This includes identifying the skills required of the people on the ground as well as the optimum material distribution networks to supply them with exactly what is required and when.<br><br> This deliverable is number 2 of 8 in Work Package 4.The report presents the development of the framework of an adaptable and scalable supply chain to meet customers’ requirements for whole house retrofit for improved thermal efficiency.The findings to date are derived from workshops held with members of the retrofit industry; in addition to WP4They also feed into the design interventions developed in WP3. Subsequent work in WP4 will focus on the creation of a supply chain to deliver the detailed design solutions emerging from WP3. <br><br>This report presents the development of the framework of an adaptable and scalable supply chain to meet customers’ requirements for whole house retrofit for improved thermal efficiency.<br><br>A workshop approach was used to identify 10 different customer segments’ perceptions of why andhow they might retrofit their home.<br><br>When the results from all 10 groups had been completed and analysed, it emerged that all customer segments required a major improvement in the level of trust in building work providers, both in the capability to meet their expectations and integrity to offer the right solution.<br><br>The following conclusions arise from comparing future state requirements with current capabilityHouseholders want to limit the number of people in their home for retrofit work:A systems approach to design, manufacture, installation and maintenance of retrofitis likely to deliver significant benefits in cost, speed and efficiency.Integration of the whole spectrum of retrofit activities from survey, through design, product manufacture and installation is needed to retrofit of 26 million UK homes before 2050.Changes in incentives, accreditation and possibly legislation will be needed to allow required changes to working methods and systems of retrofit delivery to be successfully employed.Conventional business processes with incremental improvement from current modelsis unlikely to result in sufficient supply chain performance improvement to deliver whole house retrofit at a mass scale. A step change or new disruptive propositions are required to achieve the required speed, reliability and customer service which current providers do not deliver today.<br><br>Appendices 1.1 to 1.10 are available as separate documents.Busy StartersEarly EnterprisersGreener GraduatesMiddle GroundersUrban ConstrainedSuccessful RuralitesUnconvinced DependentsTransitional RetireesElderly EstablishedStretched PensionersThe other appendices are in the body of this document.<br><br>Please note this report was produced in 2011/2012 and its contents may be out of date