Quality and Customer Satisfaction Policy

Purpose. Defines how Craftline delivers cabinetry, upholstery and glazing that meets the specification, the relevant Australian Standards and the customer's reasonable expectations.

1.Purpose

Craftline's reputation rests on product that fits, functions and lasts. This policy commits the business to building every job to the approved drawings and specification, to inspecting work before it leaves each department, and to fixing defects at the business's cost when they are our fault. It applies to all departments and all product lines.

2.Quality objectives

The business sets measurable objectives each financial year and reviews them quarterly. Objectives are published on the notice board and reported at the production meeting. Departments must record the data that supports each objective in the relevant system.

• Rework below 2.5 percent of jobs
• Site call-backs below 4 per month
• Complaints closed within 10 working days
• Zero safety glass panels released without a compliance label

3.Job documentation

Every job must carry a unique job order number and a job pack that includes the approved drawings, cutting list, hardware schedule and any customer sign-off. Work must not start on a job without an approved job pack. Changes to a job after approval must be recorded as a variation and re-issued by Design and Estimating.

4.Inspection and release

Each department must inspect its own work against the drawing and the department checklist before release to the next stage. Glass and Glazing must check every toughened and laminated panel for compliance marking. Installation crews must complete the handover checklist with the customer or builder before leaving site.

5.Nonconformance and complaints

Defects found in production, on site or reported by customers must be logged against the job order record as a nonconformance on the day they are identified. The Quality and Safety Manager will assign an owner, agree a rectification plan and verify the fix. Root causes will be reviewed monthly to identify trends in materials, processes or training.

6.Warranty

Craftline provides a seven year structural warranty on cabinetry and a two year warranty on hardware, upholstery workmanship and glazing installation, in addition to the consumer guarantees under the Australian Consumer Law. Warranty claims must be recorded against the job order and never refused at the counter without review.