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National Gypsum surveys its customers through a third-party research firm every
three years. The latest survey shows the company performing well above its competition
in the areas of service, quality, innovation, and overall value. The company has
made significant investments to position itself as the industry leader.
 Customer Service
From the sales representatives who meet face-to-face with customers to the associates
who load trucks bound for retail stores or dealer yards, customer service is one
of National Gypsum’s top priorities. The company was the first in the industry to
establish a centralized call center. Individuals ordering materials get personal
attention, quick response, and answers to their questions. Customers can track orders
as soon as they are entered and receive dozens of online services through an award-winning
electronic commerce site (www.ngc4me.com).
Customers can also rely on the company’s toll-free hotline (1-800-NATIONAL) to bring
technical information to the jobsite.
Quality
Quality monitoring starts with raw materials and continues throughout the manufacturing
process. The company’s goal is to consistently meet its customers' toughest standards
and even exceed their expectations. Research and development laboratories in Charlotte,
NC, and testing facilities in Buffalo, NY, work to improve materials, processes,
products, and systems. In-plant labs keep chemistries on target, while manufacturing
controls keep the process in check. A new plant process information system collects
data from more than 500 sources, measuring everything from moisture in the gypsum
to kiln  temperatures. National Gypsum is using this information
to identify the factors contributing to optimum quality and to produce a consistent
product regardless of operating conditions.
Innovation
National Gypsum established a Technology Innovation Center in Charlotte near its
corporate headquarters where Research and Development, Manufacturing, Engineering,
and Marketing associates collaborate to commercialize new ideas. Customers and suppliers
as well as associates help shape the company’s technology agenda by contributing
to the idea creation process.
Although process improvements which impact quality and product performance are part
of National Gypsum’s innovation focus, customers most readily recognize new product
innovation. National Gypsum has had a steady stream of new products including:
• GridMarX® – In answer to customer requests, National Gypsum prints guidemarks
on its gypsum board to show installers exactly where to place fasteners. This makes
installation faster and provides a fastener pattern for quick inspection.
 • XP® Gypsum Board – Responding to demand for mold-resistance, the
company developed its XP Family of Products (XP = Xtra Protection
from mold and mildew compared to standard gypsum board products). The XP Family includes
Shaftliner XP®, XP® Gypsum Board, Hi-Abuse® XP®, Hi-Impact® XP® and
e2XP®. Hi-Impact XP is designed
for use in areas requiring impact/penetration resistance. It is the only gypsum board
in the gypsum industry that is mold, moisture, abuse and impact resistant. Hi-Impact
XP is marketed to schools, hospitals and prisons as an economical substitution for
masonry walls. e2XP®, our latest addition to the XP family, is a moisture and mold resistant extended exposure panel ideally suited to meet the challenging requirements of a substrate for exterior assemblies.
Safety
In 2003, National Gypsum was named one of America’s Safest Companies by Occupational
Hazards Magazine. Selection for this honor was based on recommendations
by industry professionals; recognition by industry associations; state and local
awards, and Occupational Hazards’ research into the occupational health and
safety philosophy and programs of the company. Other companies recognized by the
magazine included: DaimlerChrysler, Exxon-Mobil, and Johnson & Johnson.
In 2004, the company recorded the best safety performance in its history, a 1.93
total case incident rate (TCIR), compared to an industry TCIR of 7.9. Total case
incident rate is the number of recordable incidents per 100 full-time employees
per year. In 2006, the company posted a 1.99 TCIR with its plants working around the clock most of the year.
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