American based joinery giant JELD-WEN Inc is very much a private company and admits it is not in the habit of doing interviews. It likes to get on with the job in hand and does not trumpet achievements. Indeed, being a privately-owned company means it does not have to make reassuring noises to shareholders.

However, the company made a significant acquisition in 1999 with the takeover of Rugby Joinery UK Ltd, making it a major player in the UK joinery market.

Based in Oregon, JELD-WEN is one of the world’s leading manufacturers of windows, doors and related joinery products, with 20,000 employees across North America, Europe, Australia and Asia.

The takeover meant JELD-WEN acquired two of the most well-established names in the UK joinery trade – Boulton & Paul, which is more than 200 years old, and John Carr, established in 1933. The two names, synonymous with doors and windows, have been retained as product names and form the flagship brands of JELD-WEN (UK) Ltd.

Customer service centre

The John Carr head office in Doncaster is now the centre of JELD-WEN (UK)’s joinery operation and has undergone extensive refurbishment, including a £1m customer service centre. Products are sent throughout the UK from a distribution centre in Sheffield, which services builders merchants, leading housebuilders and local authorities.

Randy Cox, the recently installed group chief executive of JELD-WEN (UK), admits to having the company in his blood. An American, he joined the company straight from college 18 years ago. His first board meeting as chief executive is etched on his memory – September 11 last year.

But Mr Cox shrugs off the recession talk which followed the terrorist attack and is upbeat about future prospects. And, although he says there has been no revolution since the takeover, with changes taking a more gradual process, he is aiming for a doubling of turnover within a few years.

Important asset

Mr Cox said: ‘The most important asset to our business is people. We want to find employees who are interested in long-term employment and who are willing to grow their opportunities through education and proper training.

‘We have a philosophy that’s a little bit different to other companies in our ability to work with people and “make it happen”.

‘It’s about identifying what is important, setting priorities and learning to work to achieve the results. “It” to the customers is getting the products on time, every time.’

The American influence is immediately apparent on entering through the main doors of JELD-WEN’s Melton Mowbray site. A board with weekly production figures is headed ‘Opportunities’. And the point is reinforced on the company’s website which quotes Charles Darwin: ‘A man who dares waste one hour of time has not discovered the value of life.’

Mr Cox added: ‘Based on the history of success achieved in the US we feel we know what we are doing. The purpose is to be a successful, unique, world-class company.’

This, he said, is not necessarily being the biggest but most certainly the best in the UK and the world.

JELD-WEN is drawing from its US experience and is bringing new products across the Atlantic. The company’s research and development facility in the US offers a resource of knowledge and skills for the implementation of new products.

JELD-WEN will shortly be introducing an electronic manufacturing and ordering system to the UK, called Titan. With the system, which has proved a success in the US, orders can be followed through right to delivery. ‘It will increase efficiency and capacity,’ Mr Cox said.

The company’s website is another area being developed to improve reaction to customers’ needs and requirements.

Joanne Mitchell, marketing manager at JELD-WEN (UK), said: ‘One of the things we face is the amount of consolidation in the market. So we are focusing on our key customer base to support and develop their business in an ever-changing market.’

On the windows front the company also sells aluminium clad and PVCu windows for the simple reason of providing customers with different options. However, timber remains JELD-WEN’s preference with increasing business in the public and social housing sector. ‘Timber windows are preferred by some social landlords on environmental grounds,’ Ms Mitchell confirmed.

Timber windows are made in accordance with the British Woodworking Federation‘s Timber Window Accreditation Scheme.

Boulton & Paul windows also meet the requirements of Building Regulations Part L thermal efficiency rating where appropriate, with the use of low E argon filled double-glazed units.

The Sovereign range meets the BS 7950 standard and Secured by Design, the police preferred specification.

Computer software

To speed up the specification and estimation process for Boulton & Paul stairs, JELD-WEN has introduced its Caliburn computer software. This enables customers to get accurate quotes in a fraction of the time of manual costing methods.

What previously could take two weeks can now take just 15 minutes and fully detailed estimates, along with drawings and alternative layouts, can be produced. The system is seen as ideal for customers in need of fast estimates and full specifications for staircases.

Stair production is still quite traditional at JELD-WEN which is fortunate in having a dedicated and well-established skillbase. However, the company is always looking at new ways to enhance the manufacturing process.

New product ranges

Other JELD-WEN products include a range of pre-primed moisture resistant MDF mouldings, which encompass a new range of skirting, dado rails, architraves, window boards and door linings.

Its new catalogue, which came out on March 1, offers new ranges of internal doors including moulded doors with mirrored and glazed options, plus new ranges of external doors and patio doors designed to meet the changes in Building Regulations Part L, which deals with energy efficiency and comes into effect in April.

Further products are being made or brought in from other JELD-WEN com-panies to improve the portfolio.

Another area of development is adopting a system for ensuring the use of certified forest materials, throughout all manufacturing processes.

As for the future of the joinery market, Mr Cox said: ‘The market is constantly changing and is moving towards a more factory finished product.’

He finds customers are increasingly requesting the manufacturer to give them something they can just install. ‘We are moving with that and working to provide them with what they want,’ he added.

Expansion of premises is not something which figures in JELD-WEN (UK)’s plans, at least for the moment. It feels it already has the capacity to meet and support customers’ growth.

‘We believe people are the most important ingredient. We want to invest in our people for long-term success.

‘Our aspiration is to be the supplier of choice. When people look at stairs, windows and doors, the first thing that comes to mind is JELD-WEN.’