Simulated workplaceCAQA Craftline Furnishing is a fictional business created by CAQA for training and assessment. It is not a real company and no person, client or record here is real.About this simulation
MSFCAQA CraftlineSimulated workplace
Simulated workplace
Scenario · Quality, Safety and Administration

Resolve the Lot 22 drawer alignment complaint

You are the quality assistant in Quality, Safety and Administration.

Intermediate2 to 3 hours7 tasks
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The situation

What has happened

Merriwa Homes has complained that the island drawer front on the Lot 22 Clyde North kitchen (JO-26-1060) is misaligned and a second drawer sticks. The kitchen was installed on 8 September by Crew 2 and a call-back is already booked for 15 September. The builder's site supervisor is frustrated because the handover is scheduled with the home buyer on 25 September. Bianca Sorrentino wants the complaint logged and investigated as a quality record, with the cause established as manufacturing, installation or site movement, and a corrective action assigned. The handover photographs and the installation checklist are in the job order.

Your brief. Log the complaint correctly, gather the evidence from the job order and the crew, arrange the call-back with the builder, identify the most likely root cause and record a corrective action with an owner and due date so the same defect does not recur.
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Tasks

Deliverables

  • Complaint record in the job order
  • Root cause analysis note
  • Corrective action with owner and due date
  • Draft reply to the builder

Documents to use

Systems to use

Job Order Register

Tracks every job from confirmed order through production, dispatch and installation to handover, with the job pack details and current status.

Installation and Delivery Schedule

Schedules crews and trucks to sites, records site induction and job safety analysis completion and captures handover and call-back status.

WHS Incident and Hazard Register

Records every injury, near miss, hazard and property damage report, the investigation and the corrective actions to closure.

For trainers and assessors

Units of competency

Current on training.gov.au for the Furnishing Training Package as at 10 September 2026.

MSFGN3004Resolve quality and compliance issues
MSFSS2004Rectify faults in product
MSFGN3003Advise customers on products and services
MSFFM3043Install cabinetry

Qualifications

MSF30322Certificate III in Cabinet Making and Timber Technology
Assessor notes

What to look for

Evidence guide

Look for a complaint record made on the day with accurate details, evidence gathered from records and people rather than guessed, a root cause conclusion that follows from the evidence, and a corrective action that addresses the cause rather than just the symptom. The reply to the builder must be courteous, factual and consistent with the warranty commitments.

The student's evidence summary lists every record they created or changed in the systems named above, their notes and the tasks they ticked. Verify it against the deliverables and your own assessment tool.