Supplier

Quality
Handbook
 Good Quality Is Good Business
This handbook is intended to help production material suppliers understand Knoll’s
expectations for supplying top quality components. It includes an overview of
Knoll and the company’s approach to doing business, along with the procedures,
required documentation and expectations for supplier quality.

Our goal is to deliver cost-effective products of outstanding quality to our customers on time.
Knoll’s Supplier Quality Handbook is designed to ensure that our suppliers understand their direct
role in an achieving that goal. If there are any questions or situations that do not appear to be
covered by this handbook, they should be addressed with the appropriate Knoll representative.
Supplier Quality Handbook

Contents
Click on any topic to go directly to that page

04 Company Information
05 Multicultural Program Statement
06 Environmental Policy
07 Environmental Purchasing Specifications
08 Quality Policy
09 Purchasing Policy
10 Supplier Quality PPAP Process
11 Supplier Quality Documentation Requirements
19 Ownership Of Quality
20 Discrepant Material Procedure
21 Supplier Corrective Action Request
22 Supplier Rating
23 Working Together For Continuous Improvement
24 Supplier Checklist
25 Knoll Contact Information

All photographs are copyright of Knoll, Inc. All forms shown are only samples of completed documents. Data is shown only for illustration.
This Supplier Quality Handbook is designed to be and shall be interpreted as non-binding statements of intention. The written agreements between the parties will
outline the rights, duties and responsibilities between the parties. Knoll expressly reserves the right to do business with suppliers and to amend or terminate its
relationship with its suppliers as it deems appropriate, with or without notice.
Company Information
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Good Design Is Good Business
Since its founding more than 60 years ago, Knoll has helped customers
realize the value of design in the modern office. Knoll and its supplier
partners have a tradition of working closely with its customers to
create solutions to meet their specific needs. Knoll’s design approach,
founded on careful listening and innovative thinking, considers the
potential of new inventions, the impact of new materials and the
emergence of new workplace models.
Design integrity has been Knoll’s guiding principle.
Knoll is firmly committed to sustainable design and environmentally
responsible manufacturing. Knoll structures the company around the
belief that strong, healthy relationships make
for strong, healthy business.
Sharp and stylish, Knoll has established an international reputation
for design leadership in the furniture industry. Knoll’s products and
furnishings have been revolutionizing the workplace and the home
since the 1940’s. Knoll creates a comprehensive range of high-quality
furniture products, textiles and accessories that offer choice and value
to its customers.
Knoll office systems offer choice at every level, from the method of
organizing space to the location of power and data support at the
desktop. Knoll’s office systems furniture can define or adapt to virtually
any office environment. Knoll designs its systems to stand the test of
time: non-obsolescence is a core goal of Knoll designers.
Knoll designers have played a leading role in chair design for 65 years.
This tradition of integrated engineering and aesthetics continues
in Knoll’s collection of seating today. Knoll seating offers superior
ergonomic support, comfort and quality at every level and for every
use, from executive and task chairs to seating for conference and
meeting rooms and reception areas.
0 Company Information
Knoll storage products maximize storage capabilities without
compromising available workspace. They can be used as stand-alone
furniture, in conjunction with other Knoll office systems or even in
open-plan or collaborative workplace environments. Knoll also creates
stand-alone and adjustable desks, as well as conference, training, café,
and dining tables.
These specialty products of Knoll reinforce its commitment to design
leadership by offering customers a portfolio of modern classics and
contemporary innovations for the workplace and include KnollStudio®,
KnollTextiles™, KnollExtra®, and Spinneybeck®.
Knoll’s commitment to service is an integral part of every facet of
its business.
Knoll measures service in the customers’
terms – what they want, when they want it.
Reliability. That’s how Knoll sustains the innovation, service, and design
vision that define the Knoll experience.
Knoll operates four manufacturing sites in North America – one in
Pennsylvania, one in Ontario, two in Michigan and two in Italy – all of
which are ISO 9001:2000 and 14001 certified.
Knoll also has two manufacturing facilities in Italy.
Knoll has implemented a culture of continuous
improvement throughout its product development
and manufacturing operations, targeting quality
and customer satisfaction. Knoll’s Lubin facility
in East Greenville, Pennsylvania has earned a
Gold Level LEED® (Leadership in Energy
and Environmental Design) certificate from
the U.S. Green Building Council.
Multicultural Program Statement
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Knoll acknowledges its role in the support of small and disadvantaged

businesses in meeting its customer’s needs.

Knoll believes that pursuing diversity in its

supply chain advances economic opportunity,
enhances the communities in which it operates,
supports its overall business objectives, and
promotes the development of innovative
business solutions, which benefit its customers.
It is Knoll’s policy to select and purchase from suppliers who offer the
greatest value. Within this general policy, Knoll will make a reasonable
effort to ensure that small, HUBZone (Historically Underutilized
Business Zone), disadvantaged, woman-owned, veteran-owned,
service-disabled veteran and multicultural businesses have an equitable
opportunity to compete for contracts as suppliers of materials and
services to Knoll. The Multicultural Program and its goals are some
of many factors in Knoll’s supplier selection process. Certifications by
federal and/or independent agencies with jurisdiction are gathered as
part of the program. Knoll encourages eligible suppliers not certified
to become so.
Knoll routinely seeks to solicit and develop its relationships with small,
HUBZone, disadvantaged, woman-owned, veteran-owned, service-
disabled veteran and multicultural businesses by offering support
in engineering, design, information systems and other business
assistance programs. These offerings are consistent with those
available to all suppliers of subcontracted materials and services to
Knoll. In addition, Knoll works to identify candidates and opportunities
for these suppliers with the National Minority Supplier Development
Council and the Women’s Business Enterprise National Council. Life™ Chairs

Multicultural Program Statement 0

Environmental Policy
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Knoll products are synonymous with functional and aesthetic
excellence. Knoll is a leader in policies and practices designed to help
protect the biosphere, conserve natural resources and reduce waste.
Knoll aims to reduce waste in its operations, to recycle material in its
products and operations and to dispose of all waste using safe and
responsible methods. Knoll reaches out and aligns with third-party
certification organizations, including GREENGUARD™, LEED®, FSC,
and the International Organization for Standards (ISO).
Environmental Commitment
Knoll has a proud history of environmental activism and responsibility.
At Knoll, environmental responsibility is an ethic. Each year Knoll
strives to embrace a higher standard of environmental activism and
sustainability, measuring the ecological effects of materials, processes
and products.
0 Environmental Policy
Knoll’s Environmental Principles
• Protection of the Biosphere: Knoll is committed to helping safeguard
all habitats affected by its operations.
• Sustainable Use of Natural Resources: Knoll strives to make the best
use of natural renewable resources, such as water, soil and forests,
and to conserve non-renewable natural resources.
• Waste Reduction and Disposal: Knoll reduces, recycles and
disposes of all waste using safe and responsible methods.
• Conservation: Knoll conserves energy by improving the efficiency
of its internal operations and the goods and services it sells, and
by making efforts to use environmentally safe and sustainable
energy resources.
• Risk Reduction: Knoll strives to minimize the environmental, health
and safety risks to its associates and communities where it operates.
• Safe Products and Services: Knoll reduces and, where possible,
eliminates the use, manufacture or sale of products and services that
cause environmental damage as well as health or safety hazards.
Knoll will inform its customers of the environmental impact of its
products and use independent testing to help assure the safety of its
products.
• Environmental Restoration: Knoll complies responsibly with the law
to address conditions it has caused that endanger health, safety, or
the environment.
• Informing the Public: Knoll complies with the law to inform, in a timely
manner, those who may be affected by conditions caused by its
operations that might endanger health, safety or the environment
and encourages its associates to report dangerous incidents or
conditions to management.
Environmental Purchasing Specifications
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Recycling Requirements
All production materials supplied shall meet the minimum recycled
content as listed below.
Post Consumer
Material Recycled Content
Recycled Content

Steel 25% - 30% 16%

Aluminum Extruded 20%

n/a
Aluminum Cast 70%
Paper products 75% 75%
Wood products 80% - 100% Greater than zero
Plastic products 10% 10%
High Density Polyethylene (HDPE) 95% 70% - 75%
Note: If noted on the applicable engineering drawings, major parts shall be stamped with a
composition code for future recycling. The Society of the Plastics Industry (SPI) resin identification
code shall be used. Major plastic part refers to a main part of the component and is integral to the
design of the component. For example, items considered as a major component would be an
Reff ® Private Office
overhead bin door, pencil trays or base cover.

Knoll expects its suppliers to be environmentally conscious by working The following controlled wood categories
with Knoll during the development process to investigate appropriate
material alternatives. As part of Knoll’s program to enhance the
shall not be used in the manufacture
sustainability attributes of its products, Knoll will request certain of Knoll purchased products:
information about each product, including product recycled content
• Wood harvested from forest areas where traditional or
(both post-consumer and post-industrial), Material Safety Data
civil rights are violated.
Sheets (MSDS), and product wood certification (categories A, B and
C). Suppliers will be sent a request form on which they submit the • Wood harvested from non-FSC certified forest areas having high
information at the appropriate time. For new product launches, this conservation values that are threatened or not managed using
information is required as part of the First Article Inspection Report sustainable forest practices.
(FAIR) submission before production approval is given. • Wood harvested from primary tropical moist forests that are not
managed using sustainable forestry practices as verified by an
A supplier must also meet the following independent third-party audit.
Purchased Part Environmental Specifications: • Wood harvested from intact forests as defined by World Resources
Institute’s (WRI) Global Forest Watch mapping as they are developed.
Indoor Air Requirements
• Wood harvested from primary forests in temperate or boreal forest
The following average formaldehyde emission factors are required for
regions that are not managed using sustainable forestry practices as
the commodities listed below.
verified by an independent third-party audit.
Formaldehyde Emission
Commodity
Factor (EF) (ug/m2 hr)
Comments • Wood harvested from genetically modified (GM) trees.
Fiberglass (low density) 46.5 • Illegally harvested wood.
Fiberglass (high density) w/
50.0 - 70.0 • Natural forests that have been converted to plantations or
attached mat
non-forest use.
Emission rate will vary
Particle board 456 - 659
based on thickness

Plastic laminate 41.5

Gatorply backer 90

Note: Adhesive and coating shall be supplied without added urea or phenol formaldehyde.

Environmental Purchasing Specifications 0

Quality Policy
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It is the policy of Knoll to deliver Total Quality goods and services and At Knoll, Quality is defined as “conformance to
that all associates perform their duties with a customer-focused attitude
and Total Quality consciousness.
requirements” that are comprised of engineering
General Quality Requirements
drawings, Knoll QAR’s and testing requirements.
All materials used in part manufacture shall satisfy current legal and Engineering Drawings
regulatory requirements for restricted, toxic and hazardous substances
• Standard dimensions and
applicable to both the location of manufacturing and location of the
tolerances
customers. Knoll will define, as necessary, the specific requirements for
volatile organic compound (VOC) emissions and the recycled content of • Critical dimensions and
products to meet customer needs. tolerances as indicated by
the ellipse symbol around
Packaging methods and materials used by the supplier must ensure
certain dimensions on
satisfactory protection against damage, contamination and corrosion
the drawing
during shipment. Knoll will define specific packaging requirements and
materials when necessary. Labels for Knoll products received from • Raw material requirements,
suppliers need to have the following information: including Material Certifications supplied by raw material suppliers
• Knoll part number • Notes and/or special processing instructions
• Knoll part revision level • Any other applicable information to ensure a solid design
• Quantity in box
Knoll Quality Assurance Requirements (QAR)
• Knoll purchase order number
• Developed with the supplier to ensure that the quality expectations
• Supplier manufacture date or lot code
are clearly defined and agreed upon and include such things as
Supplier Quality Expectations color, texture, visual details and items that are better quantified in
Supplier quality design and manufacturing systems should prioritize words than with numbers.
defect prevention above defect detection. Both countermeasures Testing Requirements
should be confirmed on a regular basis to ensure that good products
• BIFMA (Business & Institutional Furniture Manufacturers Association)
are consistently supplied to Knoll. Sub-suppliers should also be held to
as provided and indicated by Knoll Engineering for each specific
the same quality expectations and it is the responsibility of the tier-one
supplied part.
supplier to ensure that that these expectations are met, which include
the following items: • Knoll testing requirements as provided and indicated by Knoll
Engineering for each specific supplied product.
• Zero defects
• On-time deliveries
• Competitive prices
• Technical support
• Statistically based continuous improvement implementations

0 Quality Policy
Purchasing Policy
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It is expected that all suppliers will provide economic benefit to Knoll’s
supply chain and understand Knoll’s customer needs. In addition,
while Knoll seeks a mutually beneficial relationship with all its suppliers,
it reserves the term “partnership” for those special relationships
continually characterized by:
• A joint commitment to information exchange, planning, continuous
improvement and cost reduction
• Agreed-upon measures of key performance factors that are met.
• The sharing of risk to achieve mutual benefits
• The supplier maintaining a leadership position in technology,
service and cost
• The supplier being actively involved in Knoll’s new product design
and development
• The willingness of the supplier to enter into a contractual agreement
that clearly demonstrates their complete responsibility for their product
• The execution of a Knoll Purchasing Agreement
Knoll expects each of its associates to adhere to the Knoll Quality Policy
- the expectation of its suppliers is nothing less. Knoll’s associates are
• Evaluation of the supplier to assess its acceptability in regard
to factory conditions, technical capabilities, quality systems,
environmental and multicultural programs, as well as commitment
to improvements in Quality, Cost and Delivery.
• Communication and ease of doing business.
• The demonstrated ability of the potential supplier’s to be cost-
competitive and deliver products on time to its customers on a
consistent basis.
Once selected, a Knoll production material supplier will be expected to
maintain the same high level of capabilities throughout the relationship.
Paperwork Requirements
To ensure proper receipt of goods and timely payments to its
suppliers, Knoll requires the following information to be clearly
indicated on these documents:
Paperwork Requirements Packing Invoices
Lists

given every opportunity to succeed. Suppliers will also be given that Valid Knoll Purchase Order ✔ ✔
(Each purchase order number must be invoiced separately)
opportunity; as partners, suppliers own a portion of the responsibility in
creating that opportunity. Line Item Number ✔ ✔
(Multiple items not recommended per invoice)
Knoll’s customers demand that it stay ahead of the competition with
Knoll Part Number ✔ ✔
better quality, leadership in design, and shorter leadtimes.
Quantity Shipped/Unit of Measure ✔ ✔
An absolute requirement is the delivery of Ship To Address ✔ ✔
100% complete, correct, and on-time goods Supplier Name and Address ✔ ✔
and services that meet or exceed expectations. Packing List Number ✔ ✔

Strong supply-chain communication will help to create a win/win/win Unit Price, Extended Price ✔
relationship between our suppliers, Knoll and our customers. “Bill To” must be Knoll address as indicated on PO ✔
Supplier Selection Requirements Payment Terms ✔
Potential new suppliers will be evaluated on, among other things, their
capability to meet Knoll’s requirements of Quality, Cost and Delivery. Any product that will ship directly to another supplier or customer
Knoll’s supplier selection is based on the following items: of Knoll requires notification to the purchaser within two (2) business
days. Copies of packing lists and bills of lading will be required.
• Completion of a “Supplier Self-Assessment Profile” form which is then
submitted to Knoll for review.
Documentation that does not include this
• A supplier’s industrial experience and capability to meet the needed
processes to ensure the supply chain will be as strong as it can be.
information can result in delayed payment or
possible return of inaccurate invoices.

Purchasing Policy 0
Supplier Quality PPAP Process
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Knoll utilizes the Production Part Approval Process

(PPAP) with its suppliers to ensure that the parts supplied
will be of the best quality. Detailed documentation on
PPAP is available for purchase at the Automatic Industry
Action’s Group website at www.aiag.org. Blank forms
can be provided by Knoll, or the supplier may use its
own existing forms if agreed upon by Knoll. Overviews of
Knoll’s quality Documentation Requirements that directly
relate to supplier activities and to parts supplied to Knoll
are described in the following sections. The sample
documents shown are only for reference and do not
reflect any actual data.
These requirements have been created to provide a
consistent method to monitor the quality of the products
and services from Knoll’s supplier base in accordance
with ISO 9001:2000 requirements.

A supplier’s compliance with

these procedures is essential to
both companies’ success.
All quality documentation shown is developed during the
preproduction phase of a new project, a tool or process
relocation, or changing of a supplier for an existing Knoll
product, and will be updated by the supplier when any
engineering, process or quality specification is changed
throughout the life of the product. These changes will be
reviewed by Knoll for approval prior to implementation.
Knoll works closely with its suppliers and these submitted
documents are utilized to ensure that good products are
consistently supplied to Knoll.

10 Supplier Quality PPAP Process

Supplier Quality Documentation Requirements
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All parts and components purchased for Knoll produced parts

must adhere to the Knoll Quality General Requirements and the
completed documentation submitted to Knoll as outlined below.

1. Process Flow Diagram

2. Process Failure Modes Effects Analysis (PFMEA)

3. Process Control Plan

4. Gage Repeatability and Reproducibility (R&R) Study

5. Material Certification

6. Appearance And Color Approval

7. 30 Piece Capability Study

8. Part Submission Warrant

9. First Article Inspection Report (FAIR)

10. Production Part Dimensional Report

Supplier Quality Documentation Requirements 11

Supplier Quality Documentation Requirements, Continued
Return to Table of Contents

1. Process Flow Diagram

A visual map of the production process showing inputs, outputs and
units of activity, including decisions, receiving, shipping, planned
inspection, rework or repair.

Stamp Plate Cut Tube Cut Tube Cut Tube

(stamping press) (tubing saw) (tubing saw) (tubing saw)

De-Burr Tube De-Burr Tube De-Burr Tube

(reamer and wire brush) (reamer and wire brush) (reamer and wire brush)

Bend Tube Bend Tube Bend Tube

(tube bending machine) (tube bending machine) (tube bending machine)

Punch Holes
(punch press machine)

Wash for Paint Weld

(automatic coating line) (robotic weld machine)

Bake Rework
Rework Inspection Scrap
(automatic coating line)

Powder Coat Final

Inspection Wrap and Pack Ship to Customer
(automatic coating line)

12 Supplier Quality Documentation Requirements

Supplier Quality Documentation Requirements, Continued
Return to Table of Contents

2. Process Failure Modes PROCESS FAILURE MODES EFFECTS ANALYSIS (PFMEA)

Effects Analysis (PFMEA)

Part Number: 1AFZZZZ Current Date: 30-Nov-06 PFMEA Author: John Doe, 212-555-1234
Revision Level: N/A PFMEA Revision Date: 18-May-06
Part Name: FRAME WELDMENT

S O D
Process Function Potential Failure Modes S O D Person &

RPN

RPN
Potential Failure Effects E Potential Causes of Failure C Current Process Controls E Recommended Actions Taken Actions E C E
(Step) (process defects) V C T Target Date

A systematized technique that identifies

V C T
Tube Cutting Incorrect material Insufficient welding operation 6 1 Material certification documents received 3 18
Sub-supplier error; wrong material
and reviewed with every lot of material
Failure of chair with end customer 10 sent 1 3 30
received from supplier

and determines the severity, frequency Incorrect cut dimension

Incorrect or insufficient welding operation 5
Incorrect machine set-up or
4
Hourly check of dimension by operator
6 120

Incorrect final dimension of chair; end operator error

and likelihood of potential failures of

7 4 6 168
customer disatisfaction
Missing or insufficient de-burring Incorrect machine set-up or
De-Burring Tube Incorrect or insufficient welding operation 3 6 First piece check by operator every shift 8 144
operation operator error

a manufacturing process to prioritize

Punching Hole in Tube Missing or insufficient Punching
operation
Incorrect Punched Hole dimension
Incorrect machine set-up or Machine sensor on punch press to detect
4 2 40
operator error missing hole
Customer unable to complete assembly of
5
successive components Operator error or insufficient Machine sensors to ensure part is place

improvement actions. The main purpose is

5 2 50
or location processing correctly in fixture
Insufficient or excessive Bending Incorrect machine set-up or Hourly measurement confirmation by
Bending Tube Incorrect or insufficient welding operation 6 4 5 120
operation operator error operator

to aid in the prevention of defects through Weld tubing pieces together

with plate Missing weld(s) Failure of chair with end customer 10
Operator error or incorrect
machine set-up
5 Visual inspection by operator 6 300
Install sendors to detect correct weld
position and size onto welding
machine
Sue C.
Due June 2006
June 2006: vision sensors installed on
weld fixture for 100% check of weld
presence and size
10 4 3 120

prioritization, although this technique also

Incorrect or insufficient weld(s)
Weld breakabe; noise from welds;
7 4 5 140
customer disatisfaction
Visual inspection by operator.
Incorrect machine set-up or
Weld penetration analysis 2 times per July 2006: see sensor note above.
operator error see above item. Also increase Bob J.

shows where detection or prevention of

Failure of chair with end customer 10 4 shift by QA lab 5 200 Penetration check frequency changed 10 3 3 90
penetration check frequency Due July 2006
to 1 piece every 15 minutes

Operator error or incorrect Visual inspection with template gauge; 1 Sue C.

Incorrect weld location Failure of chair with end customer 10 5 6 300 see above item June 2006; see sensor note above 10 3 3 90

defects may need to be put in place.

machine set-up piece every hour Due June 2006
Powder Coat Assembly
Incorrect Powder Coat application or Machine parameter monitors to ensure
Insufficient or missing wash 5 Incorrect machine set-up 2 2 20
longevity; end user dissatisfaction machine is set-up and running correctly

Visual Inspection during unload.

Visual defect; rust or end user
Insufficient or missing Powder Coat 4 Incorrect machine set-up 4 Machine parameter monitors to ensure 4 64
disatisfaction
machine is set-up and running correctly

Excessive Powder Coat
Incorrect or missing Bake operation
Final Inspection
Color of Powder Coat on Final
Assembly
Incorrect Final Assembly
dimensions
Poor feeling to end user; disatisfaction
Incorrect Powder Coat application or
longevity; end user dissatisfaction
Incorrect color
Customer unable or has difficulty
completing the assembly of succesive
components
4 Incorrect machine set-up 4 Visual inpsection during un-load 5 80
5 Incorrect machine set-up 1 Visual inpsection during un-load 5 25
Visual inspection by operator.
Incorrect mixing of color for
4 3 QA color measurement; 1 piece at start- 5 60
Powder Coat operation
up
Improve handling to preserve correct Sept 2006: Now using special
Incorrect welding, or damage Operator gauging of part on fixtures; Bob J.
5 6 6 180 dimensions. Increase measurement transperation carts for handling. 5 4 4 80
during processing once per hour. Due Oct 2006
frequency. Gauging frequency now 2/hour

3. Process Control Plan PROCESS CONTROL PLAN

Written descriptions of the system for Control Plan Number AX201 Supplier Contact/Phone BEST SUPPLIER COMPANY
John Higgins 555-212-4141
Control Plan Date: 5/18/06

controlling production parts at each Part Number/Revision Level: 1AFZZZZ rev 0

Knoll Confidential
Supplier/Plant Location: ANYTOWN, USA
page 1 of 1
Customer Engineering Approval/Date: 6/1/06
PPAP_docs_for_example#B490F.xls/PFMEA
3/29/06

process written by the supplier to address Part Name/Description: FRAME WELDMENT Customer Quality Approval/Date: 6/13/06

the critical characteristics and engineering Characteristics Methods

Sample
Part/ Process Name/ Reaction Plan if
requirements of the product. Each of the Process
Number
Operation
Description
Machine, Device,
Tooling for Mfg. Speicifcation Tolerance
Evaluation/
Measurement Tool Size
Frequency
(how often?)
Control Method to
Meet Specification
Characteristic is Out of
Specfication

supplier’s manufacturing processes defined 1

Incoming Raw
Material
Receiving
per part drawing; 1016 cold rolled
steel
per material certification
Supplier Material
Certification Sheet
1 Lot Supplier monitoring
Order replacement Raw
Material
2 Stamp Plate Stamping Die 2.000" ±0.015" Height Gauge 3 Lot Die maintenance Die adjustment
in the Process Flow Diagram must have its 1.750" ±0.010" Calipers 3 Lot Die maintenance Die adjustment
3.938" ±0.012" Go/No Go Gauge 1 100% Die maintenance Replace punch
own Process Control Plan. 3 Cut Tubing Cutting Saw 20.67" ±0.10" Calipers 1 per hour Measurement Saw adjustment
Order replacement
0.875" diameter +-"0.15" Micrometer 1 Lot incoming inspection
material
4 De-Burr Tube Grinder No burr allowed n/a Visual check 1 100% Visual check Operator correction
5 Bend Tube Tubing Bend
Machine 36.750" ±0.020" Special Gauge 3 Lot Special gauge Machine adjustment

24.5 degrees ±0.1° Special Gauge 3 Lot Special gauge Machine adjustment
6 Punch Holes Punch Press 0.500" diameter ±0.005" Go/No Go Gauge 1 100% Operator gauge Replace punch
7 Weld Tubes Robotic Welder Weld in 4 places as indicated on print ±0.100" Visual check 1 100% Visual check Adjust robotic welder
Weld Tear Strength > 1500 lbs each weld Tinius Olsen 3 Lot Special test Adjust robotic welder
8 Wash for Paint Paint Line All grease and oil removed No grease/oil allowed Visual check 1 100% Visual check Adjust washer jets
9 Paint Paint Line All areas covered with paint No missing paint Visual check 1 100% Visual check Adjust paint machine
Paint color match per Knoll QAR-018 Spectrometer 3 Lot Spectrometer Adjust color mixture
10 Bake Oven Paint completely baked 275° ±10° Paint line 1 100% Machine sensor Adjust oven temperature
11 Final Inspection Operator No visual defects or weld spatter None allowed Visual check 1 100% Visual check Product put on HOLD
12 Wrap & Pack Operator Part correctly wrapped per Knoll QAR-054 Visual check 1 100% Visual check Re-work

Supplier Quality Documentation Requirements 13

Supplier Quality Documentation Requirements, Continued
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4. Gage Repeatability and 5. Material Certification

Reproducibility (R&R) Study For certain commodity raw materials, a detailed sheet is supplied
Used to ensure that the specialty gages are capable of consistently and by the raw material vendor to a supplier, showing the chemical and
accurately measuring products. Gage R&R is a statistical method that physical properties of a particular production lot or run of raw material,
accounts for the amount of variation in a measurement system from which acts as a confirmation that the correct material will be used
the measurement device, the people performing the measurement, the in the production of parts for Knoll. This document will look different
interaction between them and the error seen from the parts. depending on the commodity, the sub-supplier and other factors but
A maximum of 20% is required for all critical dimensional gages. should contain the same type of information. The supplier needs to
receive this document with every order of raw material from its vendor,
and keep it on file, for audit or inspection by Knoll at any time.

Gage R & R Report- Input Sheet

Number of Trials: 3
Number of Operators: 3
Number of Parts Measured: 10

Operator A: Larry McBarry Enter Upper Spec Limit: 1.45

SAMPLE METAL COMPANY, INC.
Operator B: Sue Z. Que
Gage R & R Report- Tolerance Enter
Width Lower Spec Limit: 0 metal supply company 123 Main Street
Operator C: Jeff Cross Yourtown, PA. USA
Part No. and Name: FRAME WELDMENT Gage Name: LOCATOR GAGE Date: 5/6/89
Characteristics CRITICAL DIM.S Gage No: 12XC34 Performed by: 123-456-7890
Specification 0 to 1.45 Gage Type: FIXTURE Randal Posser

From Data Sheet: R = 0.0455 x = 1.0975 Rp = 0.0455

MATERIAL CERTIFICATE OF PHYSICAL AND CHEMICAL PROPERTIES
diff

Operator / Measurement Unit Analysis PART # % Process Variation

Trial # 1 2 3 4 5 6 7 8 9 10 Avg
1A 1 0.960 0.090 Repeatability
0.240 - Equipment
0.500 Variation
1.110 (EV) 0.360 0.580 1.030 0.130 0.220 0.522 NAME AND ADDRESS: Customer Company, Inc. PURCHASER ORDER NUMBER:
PO4256
2 2 0.850 0.090 0.270 0.540 1.050 0.370 0.520 % EV = 100
1.000 [ EV / TW0.240
0.130 ] 0.506 456 Elm Street
3 3 1.750 0.480 = R x K1 1.660
EV0.570 2.080 Gage R & R Report- Total Variation
0.770 1.080 1.970 0.300 0.560 1.122
4 Average 1.187 0.220 0.360 0.900 1.413 Part No. and 0.727
0.500 Name: FRAME WELDMENT
=100[
1.333 0.187/ Gage
0.20748 Name:
1.450.340] LOCATOR
Xa = GAGE
0.717 Date: 5/6/89 Imaginarytown, NY USA
5 Range 0.900 0.390 0.330
= 0.0455 1.160 X 4.56 1.030 0.410 Characteristics:
0.560 CRITICAL
0.970 DIM.S0.170 Gage
0.340No: Ra 12XC34
= 0.626 Performed by:
WORK ORDER NUMBER: WO77590
6B 1.610 0.400 0.480 1.570 2.070 0.700 Specification:
1.080 0 = to 14.309
1.930 1.45
0.320 Gage0.570
Type: FIXTURE 1.073 Randall Posser
7 1.750 0.480 = 0.20748 1.660
0.570 2.080 0.770 1.080 1.970 0.300 0.560 1.122
8 0.850 0.090 0.270 0.540 1.050 From Data Sheet:
0.370 0.520R = 0.0455
1.000 xdiff0.130
= 1.0975 0.240 Rp = 0.0455
0.506
9 Average 1.403 0.323 0.440
Reproducibility 1.257 1.733 (AV)0.613
- Appraiser Variation 0.893 1.633 0.250 0.457 Xb = 0.900
10 Range 0.900 0.390 0.300 1.120 1.030
AV = [( X diff xK2 ) 2
( EV 2 / ( nr ))]
0.400 0.560
Measurement 0.970
% Unit 100[0.190
AV =Analysis AV / TW ] 0.330 Rb = % 0.619
Process Variation
11 C 1.610 0.400 0.480 1.570 2.070
2
0.700
2
1.080 1.930 0.320 0.570 1.073 GRADE / SIZE / PHYSICAL PROPERTIES
12 0.850 0.090 = 0.270
[( 1.0975 0.540 X ) -( 0.2075 0.370
3.65 1.050 /( 10 X 2 ))] 0.520 =100[
1.000 4.005606
0.130/ 1.450.240] 0.506
Repeatability - Equipment Variation (EV)
13 1.750 0.480 0.570 1.660 2.080 0.770 1.080 1.970 0.300 0.560 % EV = 100 [ EV / TV ]
1.122
14 Average 1.403 0.323 0.440
= 4.0056061.257 1.733 0.613EV = R x K0.893
1
1.633= 276.249 0.250 0.457X c = 0.900 CR Sheet Steel, 14 Ga, ASTM-A366
15 Range 0.900 0.390 0.300 1.120 1.030 0.400 0.560 0.970 0.190 0.330 Rc = 0.619
16 Part 0.9 0.39 0.31 1.13333333 1.03
=100[ 0.20748 / 4.0116534 ] Blanket Certificate for Sheets and Blanks
(R&R) 0.40333333= 0.0455 0.56 X 0.97 0.18333333 0.33333333
( )
Avg x p
Repeatability & Reproducibility 4.56
% R& R = 100[ R& R / TW ] Rp = 0.621
= 5.172
17 [R
a
= +R =
0.626b
+R
c 0.619
2
R& R= = ( EV ) ] /+[# ( AV 2
OF) OPERATO RS =
0.619 ]=
= 0.20748 3 R= 0.621 DATE SHIPPED:
25-Aug-05 SHIPPING METHOD:
Truck
=100[ 4.010976 / 1.45 ]
18 [Max x = 0.900 - Min x = = ] = x diff 2+ 0.717
( 0.20748 4.005606 )
2 x diff = 0.184 WEIGHT SHIPPED:
4000 pounds PIECES/FEET:
10
Reproducibility - Appraiser Variation (AV)
19 [R = 0.621 x D 4 = ] =2.58
UCL R = 276.619 UCL R = % AV = 100 [ AV / TV ]
1.603
SOURCE MILL:
US Steel Company HEAT NUMBER:
Lot # QRS7341
AV = [( X diff xK2 ) 2
( EV 2 / ( nr ))]
20 [R = 0.621 x D 3 = 0= 4.010976
] = LCL R
2 2
LCL R = 0
= [( 1.0975 X 3.65 ) -( 0.2075 /( 10 X 2 ))] =100[ 4.0056063 / 4.0116534 ]
Part Variation (PV)
PV = R x K = 4.0056063 % PV = 100[ PV / TW ] = 99.849 C MN P S Si Ni Cr Mo Cu Pb
p 3

=100[ 0.07371
Repeatability & Reproducibility (R&R) / 1.45 ] 0.15 0.6 0.035 0.035 0.044 0.11
= 0.0455 X 1.62 % R & R = 100 [ R & R / TV ]
R & R = ( EV ) 2 + ( AV ) 2 = 5.083
= 0.07371 =100[ 4.0109762 / 4.0116534 ]
2 2
( 0.20748 + 4.0056063 )
=
Tolerance Width (TW) ACCEPTABILITY CRITERIA = 99.983
= 4.0109762
TW = Upper Spec Limit
Lower Spec Limit
* Under 10% error - Gage system O.K.
SPECIFICATION REQUIREMENTS
10% to 30% error - May be acceptable
Part Variation *(PV)
= 1.45 - 0 based on the importance of the % PV = 100 [ PV / TV ]
PV = Rp x K3 application, cost of the gage, cost of
= 1.45 repair, etc.. =100[ 0.07371 / 4.0116534 ] PHYSICAL REQUIREMENTS MAXIMUM/MINIMUM ANALYTICAL RESULTS
= 0.0455* Over
X 30%1.62 - Gage needs improvement.
Make every effort to identify problems = 1.837 TENSILE STRENGTH: 50,000/25,000 lbs 45,678 lbs
= 0.07371 and have them corrected. 149,363 lbs
YIELD STRENGTH 0.2% OFFSET: 150,000 lbs
ELONGATION IN 2 inches: 0.125" 0.112"
Total Variation (TV) ACCEPTABILITY CRITERIA
REDUCTION IN 2 inches: 0.065" 0.033"
TV = ( R & R 2 + PV 2 ) * Under 10% error - Gage system O.K.
HARDNESS: 45 Rc 46 Rc
* 10% to 30% error - May be acceptable
=
2
( 4.0109762 +
2
0.07371 ) based on the importance of the DECARBONIZATION: 210 178
application, cost of the gage, cost of 0.001 0.0012
= 4.0116534 repair, etc.. GRAIN SIZE:
* Over 30% - Gage needs improvement. F/S RATING: 10,000-12,000 11,459
Make every effort to identify problems
and have them corrected.

14 Supplier Quality Documentation Requirements

Supplier Quality Documentation Requirements, Continued
Return to Table of Contents

6. Appearance And Color Approval APPEARANCE APPROVAL REPORT

Appearance Approval Report

PART NUMBER 1AFZZZZ DRAWING NUMBER 1AFZZZZ REV. N/A DATE 5-Apr-06

PART NAME FRAME WELD. BUYER Elizabeth G OTHER n/a

A supplier-completed document listing quantified measurements of SUPPLIER NAME Best Supplier Co. MANUFACTURING LOCATION Anytown, USA

color, texture, and other visual specifications using applicable test

REASON FOR SUBMISSION
INITIAL SUBMISSION
SPECIAL SAMPLE RE-SUBMISSION

PRE TEXTURE FIRST PRODUCTION

equipment and techniques. APPEARANCE EVALUATION

SUPPLIER SOURCING AND TEXTURE INFORMATION
Part was painted per QAR-056 in PAINT-O-MATIC paint booth.

PRE-TEXTURE EVALUATION CUSTOMER REPRESENTATIVE
SIGNATURE AND DATE
Baked at 350 degrees. CORRECT AND PROCEED

Color Approval
Color was mixed per specification.
CORRECT AND RESUBMIT
Bill E. Checker
4/10/06
In office furniture, as well as with any home furnishing, the color APPROVED TO TEXTURE

COLOR EVALUATION
of materials, whether wood, plastic, metal, textile or paint, is a COLOR
SUFFIX DL*
TRISTAMULUS DATA
Da* Db* DE* Cielab
MASTER MASTER
DATE
MASTER
RED
HUE VALUE
GRN BLU LIGHT DARK GRAY
CHROMA
CLEAN HEIGH LOW SUFFIX
NUMBER SOURCE YEL

primary concern to designers, architects and customers. The BLK 45 0 65 0.3 0.55 AX201 4/1/06 SUPPLIER 43 0 143 12 0.4 1 6.2 0 0.3 -.9 blk

potential for a customer to order additional products at a later

time requires that Knoll’s products not change color over time, COMMENTS

to ensure matching of the initial purchase.

Knoll has put a great amount of effort into the standardization of its
color program. A large investment in color measuring and monitoring SUPPLIER SIGNATURE Dr. Fred Wilson PHONE
123-456-7890 DATE
4/1/06
CUSTOMER SIGNATURE Bill E. Checker
equipment and technical training of associates has ensured that Knoll
has reduced warranty costs relating to color issues.
Suppliers are required to formulate finishes and materials to Knoll’s
master samples, and to submit color samples for approval just as they
would any first article submission.
“Grand Masters” become the measurement standard for Production
Color Masters. All Grand Master numerical color data is stored in
Knoll’s spectrophotometer. Samples, when submitted for Production
Master approval, are compared both numerically and visually to the
“Grand Master”. Approved matching Production Masters will be
maintained at the supplier and at Knoll. Numerical data is maintained
in the spectrophotometer for future comparisons.

Sprite™ Stacking Chairs

Supplier Quality Documentation Requirements 15

Supplier Quality Documentation Requirements, Continued
Return to Table of Contents

7. 30 Piece Measurement Capability Study 8. Part Submission Warrant

A statistical process performed on all critical dimensions of a part
whereby an appropriately sized population of parts (minimum 30
pieces) are measured to statistically determine the total range of
inherent variation and stability of the manufacturing process.
(USL - LSL)
Cp =
6σ
A process performed on all parts or parts that have been revised for
dimensional changes, new or revised tooling, manufacturing processes
or tooling that has been relocated, and any product produced by an
alternate or new process method. This process, including the First
Article Inspection Report (FAIR) should be followed and submitted to
Knoll if there are any of these changes with Knoll’s sub-suppliers as
well as its tier one suppliers.

(USL - X) , (X - LSL)
C pk = min[ ]
3σ 3σ

C p = the capability of the process Part Submission Warrant

C pk = the deviation between the target and the mean Part Name FRAME WELDMENT Part Number 1AFZZZZ

USL = the upper specification limit Safety and/or

Government Regulation Yes
No Engineering Drawing Change Level N/A Dated 11/5/04

LSL = the lower specification limit Additional Engineering Changes None Dated N/A

σ = the standard deviation of the sample population

Shown on Drawing No. Purchase Order No. K345-05 Weight (kg) 0.34
Checking Aid No. G-54685-A Engineering Change Level ECN-875-06 Dated 3/8/06

X = the mean of the sample population SUPPLIER MANUFACTURING INFORMATION SUBMISSION INFORMATION

Best Supplier Co. Dimensional Materials/Functional
Appearance

Supplier Name & Supplier Code
Customer Name/Division Knoll, Inc.- EG
123 Main St.
30 PIECE CAPABILITY STUDY Street Address Buyer/Buyer Code Terry Matten

DATA COMPILED BY: 3/12/06 Anytown, PA 12345 Application Frame Weldment for Chair
DATA COLLECTION BY: John Doe City State Zip

PART NAME: FRAME WELDMENT PRODUCT AREA: Welding Area NOTE: Does this part contain any restricted or reportable substances. Yes
No
PART # 1AFZZZZ
Are plastic parts identified with appropriate ISO marking codes.
Yes No

REASON FOR SUBMISSION

n 1 2 3 4 5 6 7
Initial Submission Change to Optional Construction or Material
1 20.658 19.014 19.917 159.554 2.125 66.297 32.491
Engineering Change(s) Sub-Supplier or Material Source Change
2 20.628 19.168 19.903 155.101 1.573 66.154 33.273
Tooling: Transfer, Replacement, Refurbishment, or additional Change in Part Processing
3 20.729 19.025 19.814 160.329 1.999 67.851 32.520
Correction of Discrepancy Parts Produced at Additional Location
4 20.661 19.204 19.866 158.668 1.972 66.814 32.953
Tooling Inactive > than 1 year Other - please specify
5 20.698 19.131 19.797 158.153 2.146 67.386 32.366
6 20.729 19.196 19.720 155.739 1.872 67.901 32.395 REQUESTED SUBMISSION LEVEL (Check One)
7 20.634 19.220 19.695 155.729 2.169 66.031 32.567 Level 1 - Warrant only (and for designated appearance items, an Appearance Approval Report) submitted to customer.
8 20.663 19.114 19.816 155.964 1.629 67.045 33.146 Level 2 - Warrant with product samples and limited supporting data submitted to customer.
9 20.620 19.202 19.699 156.876 2.213 67.130 33.094
Level 3 - Warrant with product samples and complete supporting data submitted to customer.
10 20.692 19.158 19.797 156.625 1.742 67.181 33.301 Level 4 - Warrant and other requirements as defined by customer.
11 20.638 19.104 19.713 159.986 1.525 66.690 33.104 Level 5 - Warrant with product samples and complete supporting data reviewed at supplier's manufacturing location.
12 20.700 19.116 19.903 158.005 1.932 66.716 32.920
13 20.661 19.138 19.887 158.714 1.894 66.443 32.623 SUBMISSION RESULTS
14 20.674 19.113 19.833 159.314 1.892 67.131 32.512
The results for
dimensional measurements material and functional tests
appearance criteria statistical process package
These results meet all drawing and specification requirements: Yes No (If "NO" - Explanation Required)
15 20.697 19.119 19.887 156.810 1.513 67.506 32.419
Mold / Cavity / Production Process Cutting, de-burr, punch, weld, paint
16 20.687 19.034 19.915 156.240 2.083 66.146 33.204
DECLARATION
17 20.718 19.107 19.820 158.674 2.206 66.811 32.722
I hereby affirm that the samples represented by this warrant are representative of our parts, have been made to the applicable
18 20.662 19.177 19.941 160.086 1.645 67.157 33.101
Production Part Approval Process Manual 3rd Edition Requirements. I further warrant these samples were
19 20.687 19.145 19.735 156.415 2.216 66.440 32.478 produced at the production rate of 300 / 8 hours. I have noted any deviations from this declaration below.
20 20.718 19.163 19.718 155.118 1.540 67.354 33.029
Explanation/Comments:
21 20.665 19.071 19.847 157.644 1.522 66.389 32.865
22 20.657 19.139 19.698 159.715 1.803 67.805 33.328 Print Name Dr. Fred Wilson Title QA Manager Phone No. 123-456-7890 FAX No. 123-555-9991

23 20.629 19.159 19.682 158.017 2.110 67.259 32.704

24 20.667 19.042 19.756 156.222 2.249 67.325 32.911 Supplier Authorized Signature Dr. Fred Wilson Date 4/6/06
25 20.711 19.150 19.875 155.873 1.668 67.866 32.729 FOR KNOLL USE ONLY (IF APPLICABLE)
20.690 19.122 19.784 156.709 2.227 66.037 32.705
26
27 20.715 19.139 19.782 155.281 1.961 67.368 32.546
Part Warrant Disposition:
Approved Rejected Part Functional Approval:
Approved
28 20.726 19.172 19.944 155.547 1.772 67.110 32.427 Other Waived
20.685 19.125 19.814 156.628 1.666 66.007 32.660
29
30 20.674 19.246 19.775 159.699 2.210 66.385 32.757
Customer Name Knoll, Inc. Customer Signature Bill E. Checker Date 5/18/06
Mean 20.679 19.134 19.811 157.448 1.902 66.925 32.795 July The original copy of this document shall remain at the suppliers location Optional: customer tracking
Std. Dev. 0.032 0.056 0.081 1.682 0.254 0.591 0.300 2002 while the part is active (see Glossary). number: #
A copy shall be submitted along with the part samples to the Customers Quality department.
Max. 20.73 19.246 19.944 160.329 2.249 67.901 33.328
Min. 20.62 19.014 19.682 155.101 1.513 66.007 32.366
Cp 1.410 1.664 1.754 2.060 1.373 1.511 1.350
Cpk 1.342 1.446 1.336 1.822 1.333 1.400 1.310
USL 20.730 19.250 19.960 160.700 2.300 68.000 33.350
LSL 20.620 19.010 19.640 154.600 1.500 66.000 32.350
USL-Mean 0.051 0.116 0.149 3.252 0.398 1.075 0.555
Mean-LSL 0.059 0.124 0.171 2.848 0.402 0.925 0.445
Judgement OK OK OK OK OK OK OK

16 Supplier Quality Documentation Requirements

Supplier Quality Documentation Requirements, Continued
Return to Table of Contents

9. First Article Inspection Report (FAIR) FIRST ARTICLE INSPECTION REPORT

SUPPLIER RESPONSIBILITY

 uppliers are required to submit three representative samples from production

S Company Name
Address
Best Supplier Company, Inc.
123 Main St.
Phone 123-456-7890
Fax 555-121-9111

materials, tooling, processes, gages, operators and environment and document Anytown, USA

findings on all characteristics and dimensions specified by Knoll. The FAIR PART INFORMATION

submitted to Knoll by the supplier must include the following items: Part Number 1AFZZZZ
Drawing Number 1AFZZZZ
Part Name Frame Weldment
Rev. Level n/a Dated 11/5/04

• A marked drawing with all dimensions and specifications identified by Reason for Sample
New Part
New Tooling
New Supplier
Revised part
Process Change

ballooned numbers. Samples madeDEVIATION

on production COVER
tooling? SHEET
Yes No # of pieces run
for FAIR DIMENSIONAL MEASUREMENTS


• One sample part from the submitted samples must have a full dimensional Parts checked to drawing number
FIRST ARTICLE REPORT # 5649-877
Rev Level n/a
SUBMISSION # 14G-12
ADDRESSEE
Die Model number 34-450 Semi finished part Finished part

check, which includes all dimensions and specifications listed on the drawing. PART NO 1AFZZZZ
DESCRIPTION Frame Weldment
MATERIAL CATEGORY
Seating Assembly Unit 165-UJ
Only acceptable samples should
VENDER beSupplier
Best shippedCo.
to Knoll for review. ShipKnoll,
PURCHASER partsInc.
to Knoll purchasing:

• The remaining required two FAIR sample parts need only the major and critical P.O.NO.
East Greenville
DRAWING
K459-9876
NO. 1AFZZZZ REV. n/a
LINE Assembly 6B
REV. DATE n/a Muskegon

NEW REV

NEXT ASSY. Grand Rapids

Side Chair DATE REC. 5/21/06

Toronto Report
OTHER Dimensional

dimensions and specifications checked as indicated by the nomenclature on The following issues have been found to deviate from Knoll specifications. Each issue must be addressed to satisfy
We hereby certify that the inspection results are correct and that our samples meet all specifications.
the product specification.

the drawing. Signature of Responsible Official Fred Wilson

INSPECTED BY: Joe D. DATE 5/30/06 SUPPLIER
ITEM NO. CHARACTERISTIC DEVIATION SPEC CHANGE REJECT CORRECTION

• The dimensional data submitted to Knoll must include: Title QA Manager

14 Outside diameter of punched hold
Date------4/28/06 -----------
+ 0.05 ------
-----------
--------
--------

KNOLL USE ONLY ------ ----------- --------

– The nominal dimension as it corresponds to the ballooned numbers
APPROVED

15 Inside diameter of punched hole
REJECTED
(Indicate required action)
- 0.03 ------
CONDITIONAL APPROVAL
------
(Indicate required action)
-----------
-----------
--------
--------


------ ----------- --------
on the drawing ------
------
-----------
-----------
--------
--------

– The upper and lower tolerances for all dimensions COMMENTS:

------
------
-----------
-----------
--------
--------
Due 5/15/06-----------
30 Additional samples requested, including Cp/Cpk measurements on all critical dimensions. ------ --------
– The actual part measurement ------
------
-----------
-----------
--------
--------

– The out-of-tolerance amount indicated with + or – as applicable ------

------
-----------
-----------
--------
--------
------ ----------- --------
Signature Bill E. Checker ------ Date ----------- --------
• The report should also indicate the methods of measurement and/or testing
Title Inspector 5/1/06
------ ----------- --------
------ -----------
Form 1535422 Rev 01 3/30/01 --------

for each of the specifications checked. Copies to: USE

KNOLLQA ONLY Supplier
TOOLING PAYMENT APPROVAL YES
Purchasing



Engineering

NO
DIMENSIONAL FINAL DESIGN
PRODUCTION

• Any aesthetic or dimensional concerns should be noted. DISPOSITION:

ACCEPT John Q. Knoll
ENGINEERING DATE 6/2/06
• Any differences between the First Article samples submitted, and the regular F.A.I.R. DIMENSIONAL REPORT
REJECT 1 piece ALL dimensions,
QUALITY Bill
2 pieces critical E. Checker
dimensions DATE 6/1/06

production (methods, tooling, equipment, material, adjustments, etc.) should be

CONDITION OF ACCEPTANCE
Supplier has installed corrective action; replace
Date:punch die & proven by new Cp/Cpk
5/18/06
Drawing#: 1AFZZZZ Rev.: n/a ECN# 564-563254 Effectivity Date: 3/28/06
indicated. COLOR INFORMATION
Description: Frame Weldment
n/a APPROVAL REJECTION
Manufacture date: 4/30/06
Q.A. Log#: 2134-4 Part#: 1AFZZZZ
ACCEPTANCE WITH SPEC. CHANGES REQUIRES AN ECN FOR ADDRESSING EFFECTED DEVIATIONS BE FORWARDED
Layout By: John Higgins

• For parts with a color finish, the CIE-LAB (International Commission on

ALONG WITH ADim.
SIGNED-OFF Nom.
REPORT
Critical Tolerance
TO THE FIRST Part 1
ARTICLE INSPECTION Out ENGINEER.
QUALITY Part 2 Out Part 3 Out Avg Max/Out Rnge
ITEMS DEEMED 1
AS REJECTED MUST

20.67 0.06 0.05
BE RESUBMITTED 20.674
AND APPROVED(VIA -.046FIRST20.718
THE -.002
ARTICLE INSPECTION20.686 -.034
PROCEDURE) 20.693 -.046 .044

Illumination, Light/Dark, Red/Green, Blue/Yellow) measurement is required for

AFTER TOOLING2OR PROCESS MODIFICATIONS
8.27 ARE COMPLETED.
0.03 -0.03 8.300 EG-QA-1017 8.300

3 0.25 0.003 0.003 .253 .000 0.253 .000

all colors specified. Actual parts should be measured. The data should indicate
4 3.0 0.10 -0.10 3.100 3.100
5 13.331 0.15 -0.15 13.481 13.481

illuminate, angle of observance, and color formula used (i.e. CIE-LAB, FMC II).
6 19.13 0.03 -0.03 19.160 19.160
7 21.55 0.03 -0.05 21.587 .007 21.587 .007
8 12.44 3.00 -3.00 15.440 15.440


• The FAIR package should also include a Process Control Plan for all new 9
10

19.13
19.80
0.12
0.16
-0.12
-0.16
19.250
19.960
19.250
19.960
19.250
19.960
19.250
19.960

parts and a revised Process Control Plan when the revision alters the existing
11 12.44 0.00 -0.08 12.483 .042 12.483 .042
12 18.66 0.03 -0.03 18.690 18.690

Process Control Plan.

13 11.44 0.03 -0.03 11.470 11.470

• Material Certification data is required, where applicable, to ensure conformity

with the material requirements indicated by Knoll, to ensure that the Q.A. Log#: 2134-4 Part#: 1AFZZZZ Layout By: John Higgins

specifications are being met.

• Environmental data as applicable, including product recycled content (both
post-consumer and post-industrial), Material Safety Data Sheets, and product
wood certification.
Upon completion of all the requirements of the FAIR, the supplier will send three
sample parts and documents to its Knoll Quality Assurance representative for
review. Upon approval, Knoll will provide a signed document indicating approval
to proceed with production.
Supplier Quality Documentation Requirements 17
Supplier Quality Documentation Requirements, Continued
Return to Table of Contents

10. Production Part Dimensional Report

A three-piece measurement analysis submitted with every
preproduction sample, consisting of a measurement of all
dimensions on one part and all critical dimensions, as defined
on the drawing of two other parts. If needed, this document will
also accompany production shipments and show data for critical
dimensions for three parts. It confirms that the parts shipped meet
all other agreed-upon specifications to ensure that Knoll does not
receive discrepant material. Specific requirements concerning this
document will be evaluated on a case-by-case basis.

SUPPLIER INFORMATION
SUPPLIER NAME: Best Supplier Company CONTACT NAME: Fred Jones
SUPPLIER ADDRESS: Anytown USA TELEPHONE: 123-456-7890
EMAIL: FJones@BestSupplier.com

KNOLL PURCHASE ORDER INFORMATION

KNOLL PURCHASE ORDER NUMBER: K34653-0 KNOLL PART NUMBER: 1AFZZZZ

DUE DATE AT KNOLL: 11/30/06 KNOLL REVISION LEVEL: n/a
ORDER QTY: 10,000

PART INFORMATION

PART NUMBER: 1AFZZZZ PART NAME: FRAME WELDMENT

DRAWING NUMBER: 1AFZZZZ REVISION LEVEL: N/A
DRAWING DATE: 11/5/04

PRODUCTION INFORMATION

SHIPPING QUANTITY: 10,000

PRODUCTION DATE: 10/1/06
EXPECTED DATE TO LEAVE
PACKAGING TYPE: Returnable Carton SUPPLIER: 11/1/06

PACKAGE WEIGHT (kg): 10 kg EXPECTED DUE DATE TO KNOLL: 11/30/06

DIMENSIONAL INFORMATION (3 pieces required)

DRAWING NUMBER: 1AFZZZZ INSPECTOR NAME: Peter C.

DRAWING REVISION LEVEL: N/A

Lower Upper Supplier Knoll

Tolerance Tolerance
Measureme Piece #1 Piece #2 Piece #3 Judgment Judgment
Critical Dimension Description Specification
nt Tool measurement measurement measurement
Limit Limit (OK or NG) (OK or NG)

Width- Top View 20.67 -0.05 +0.06 Calipers 20.64 20.62 20.68 OK
Inner Width- Front View 19.13 -0.12 +0.12 Calipers 19.03 19.22 19.18 OK
Outer Width- Front View 19.80 -0.16 +0.16 Calipers 19.72 19.88 10.84 OK

COMPLETED SHEET & MATERIAL CERTIFICATION SHOULD BE EMAILED OR FAXED TO THE KNOLL PURCHASE ORDER AUTHOR

KNOLL FINAL REVIEW

KNOLL INSPECTOR: Bill E. Checker KNOLL REVIEW DATE: 10/1/06

KNOLL APPROVE/REJECT: Approved KNOLL COMMENTS: N/A

Chadwick™ Chair

18 Supplier Quality Documentation Requirements

Ownership Of Quality
Return to Table of Contents

Knoll relies on the principle of Ownership of Quality.

This principle is applied internally at Knoll as well as to its suppliers.
The production and delivery of quality products are the responsibility
of everyone in the supply chain.

When new suppliers or products are introduced

at Knoll, or when component quality concerns
are noted, inspections will be conducted
until acceptable quality levels are assured.
Characteristics subject to inspection may include dimensions, material
properties, testing performance, and color/finish/feel properties.
Any inspections needed are required to be performed prior to
Knoll’s warehouse receipt of material from the supplier and are to be
conducted in accordance with the quality specifications agreed upon
with Knoll.
In the event Knoll is supplied with product that does not meet its
specifications or for which a specification does not exist; discrepant
material in the work environment can lead to production slowdowns,
costly rework time, no-build situations or, at worst case, a dissatisfied AutoStrada™ Collaborative Planning
end customer. Knoll requires that suppliers notify it if any of the
following conditions exist or arise: • Issuance of a Supplier Corrective Action Request (SCAR)

• The supplier has been supplying product under unauthorized
specifications, written notes, verbal instructions, etc.
• The supplier has been supplying product known to differ from the
part drawing or specifications.
• The supplier discovers, during production, that material produced is
out of Knoll specifications.
The type and magnitude of the discrepancy will determine the action
taken by Knoll. Rejections can trigger:
• Discrepant Material documentation and needed supplier actions
• Product moved from a “ship-to-stock” status to an “inspection-
upon-receipt” mode.
• Supplier on-site sorting of product at Knoll
• Supplier replacement of the parts, with expedited freight as needed.
• On-site audits, by Knoll quality and/or purchasing personnel, of the
supplier’s facility.
• Warranty claims
• Negative impact on Supplier Rating, which could affect the
opportunity for receiving business from Knoll
• Requirement of the supplier to pay for the total cost incurred by Knoll
caused by the discrepancy
Suppliers are expected to be responsive and timely with their
corrections to any issues that may arise and to take ownership of
quality for their products.

Ownership of Quality 19
Discrepant Material Procedure
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Any non-conforming purchased product that does not meet the
agreed-upon specifications will be documented by Knoll as a Rejection
Notice (RN) with a copy being sent to the supplier requiring that they
decide on the disposition of the material. When an RN is created, a
copy is sent to the supplier to inform it that there will be an upcoming
debit on future payments.
Disposition of non-conforming purchased
product can be worked out with the appropriate
Knoll contact for each occurrence.
The supplier may choose to allow Knoll to directly scrap the parts,
or the supplier may request that Knoll return the defective parts, at
the supplier’s expense, to allow a thorough root-cause investigation
and permanent corrective actions to prevent any future recurrence
of the problem.
Calibre® and Series 2™ Storage
20 Discrepant Material Procedure
The supplier is expected to work with the appropriate Knoll
representative to ensure that the specific quality problem does not
recur in the future and to complete any needed quality paperwork,
such as a Supplier Corrective Action Request. Any countermeasures
implemented may be audited during a future Knoll visit. Knoll’s
corporate Supplier Quality department may also become involved,
as needed.
For the rejected parts, Knoll will debit the supplier for the cost of the
products, and any incoming freight charges, as well as a potential
processing fee for each rejection notice written. Details of applicable
charges will be worked out by the Knoll materials group and the
supplier on a case-by-case basis.
If replacement parts are required to fill a gap in the supply chain due to
the rejection, Knoll expects its supplier to take any and all necessary
steps to produce new product that meets all specifications and to
deliver the product so that it arrives at Knoll in a timely manner to satisfy
Knoll’s manufacturing requirements.
Supplier Corrective Action Request
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To:
The Knoll Supplier Corrective Action Request (SCAR) form is used Best Supplier Company Phone: 123-456-7890
SCAR# 4567-053465

123 Main St.

in any of the following situations:
Fax No.
Anytown, USA Fwilson@BestSupplier.co
and/or
m
Email

• Material is not rejectable, but the level of quality is becoming

4300 36th Street, SE 2800 Estes 1235 Water Street 1000 Arrow Road
P.O.Box 8829
Grand Rapids, MI 49518-8829

P.O.Box 209
Muskegon, MI 49443-0209
P.O.Box 157
East Greenville, PA 18041
Weston (Toronto), ON
M9M 2Y7

a concern
Canada

SUPPLIER CORRECTIVE ACTION REQUEST

• Clarification of a major rejection
Section 1
PART NAME PART NO.

Frame Weldment 1AFZZZZ rev n/a

• An addendum to a First Article Inspection Report (FAIR) ENG. CHANGE LEVEL
KN326-97865
LOT ID
435-596-876
MAT'L STOP
Receiving Area
or
Manuf. Floor
DISCREPANT QUANTITY DISPOSITION REJECTION NOTICE NO.

• Additional information is needed to determine appropriate receiving 353 Return to supplier; per their request
Section 2
5459-986-73

inspection levels THE MATERIAL IDENTIFIED HEREON HAS BEEN REJECTED FOR THE FOLLOWING DISCREPANCY(IES)

Frame weldments were received with scratches on black finish due to insufficient & incorrect packaging method

• When non-conforming supplier material is found at Knoll or Quality NAME

Section 3
TITLE DATE

a Knoll customer
Assurance Joe Q. Aulity QA Manager 9/13/06
NAME TITLE DATE
Purchasing
Terry Matten Materials Manager 9/15/06
Section 4

Knoll’s suppliers are required to

ATTENTION -- SUPPLIER QA/QC MANAGER: Complete the entire Section 4 and Return by Due Date
You are hereby requested to investigate this problem, take appropriate corrective action and provide a plan to prevent recurrence of similar
discrepany(ies). Your response must be received by . . . . . . . . 10/1/06

answer all inquiries by the due date CAUSE

indicated on the SCAR form. Correct packaging was not available; Operators were told to use interim packaging instead

CORRECTIVE ACTION TAKEN

If the supplier misses the due date without contacting Knoll Quality
Operation Instructions were modified, photos added, and operators/suprevisors/engineers were trained that correct packaging must be used in all
Assurance, Knoll Purchasing may request the supplier to visit Knoll circumstances to prevent reoccurances

to clarify the quality issue and corrective actions. PREVENTIVE MEASURE

The completed form should be sent to the Quality Assurance Fork Lift operator instructions have been added, and Lift Operators have been trained that they must not move or accept product packaged in anything
but the correct packaging. Photos have been added to instructions.

Department.
CORRECTIVE ACTION EFFECTIVITY NAME AND TITLE OF SUPPLIER'S REP.
9/27/06 Dr. Fred Wilson
SERIAL NO. LOT NO. NEW SHIP DATE SIGNATURE DATE

54-867 Q48-87 9/27/06 Dr. Fred Wilson 9/28/06

Return to attention of the Quality Assurance Dept. of Knoll, Inc. per checked address above.
QA VERIFY
COMPLETED WHITE-QUALITY COMPLETED YELLOW - SUPPLIER COMPLETED GREEN - PURCHASING
GOLD - QUALITY PINK - PURCHASING
Ref. KG-QA-1003 Supplier Corrective Action-11/03 (Fig. 1)

Supplier Corrective Action Request 21

Supplier Rating
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Dividends® Office System

Knoll suppliers are rated for their delivery and the quality accuracy of
their supply of production parts. All measured components – Quality,
On-Time Delivery, Cost and paperwork accuracy are combined for a
composite score and are reported regularly to the Knoll Purchasing
department for evaluation.
The Supplier Rating value is a strong
component in supplier selection decision for
the awarding of new Knoll business as well
as retaining any Knoll supply relationship.
It is also the cornerstone of Knoll’s Quality Recognition Program, where
positive ratings can allow suppliers to have a preferred status for new
business quoting and possible awards.
Suppliers not meeting the agreed-upon standards will be considered
for elimination if they cannot implement acceptable corrective actions
to problems encountered.
Knoll reserves the right to visit a supplier’s manufacturing facility or escort
a customer to a supplier to ensure the quality of purchased materials.

22 Supplier Rating
Working Together For Continuous Improvement
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Knoll utilizes a number of continuous improvement tools such as
Kaizen events, Six Sigma analysis, Value Stream Mapping, set-up time
reduction, 5-S programs, Mistake Proofing, Lean principles and Total
Productive Maintenance. Knoll’s activities involve all of its associates and
supply-chain partners in evaluating and improving quality, shortening
Delivery leadtimes, improving Safety in all areas of the supply chain,
and reducing Costs by eliminating waste in its many forms. These
continuous improvement activities within the complete supply chain will
improve Knoll’s competitiveness in the ever-growing global market and
ensure future opportunities for its suppliers and associates.
Working Together For Continuous Improvement 23
Supplier Checklist
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The following checklist is intended to aid the supplier to ensure Production Part Approval Process
compliance with Knoll’s Supplier Quality Guidelines outlined in Design records (part drawings, industry specifications, CAD/CAM
this brochure. files, engineering change documents, etc).
Process Flow Chart
Initial Supplier Establishment and Preproduction Activities Development of Knoll Quality Assurance Requirements (QAR)
Supplier Self Assessment Survey completed and submitted to Knoll Process Failure Modes Effects Analysis (PFMEA)
Knoll visit and audit of supplier’s manufacturing facility Process Control Plans
Supplier understands all of Knoll’s requirements Drawings and/or descriptions of specialty gaging or measurement
• Engineering specifications equipment to be used for production parts
• Environmental requirements Gage Repeatability and Reproducibility study for all
specialty gages
• Testing requirements
Material Certifications
• Quality specifications and Quality Assurance Requirements
Design engineering approval via Knoll’s FAIR and Functional
• PPAP requirements
Approval
• Color and texture requirements
Successful test results, including material certification with structural
• Packaging specifications testing when required
• Quoting requirements Process Capability Studies on at least 30 pieces for all critical
dimensions
Appearance approval report and color approval
Environmental information of recycled content, air quality testing
data and MSDS
Part Submission Warrant
Dimensional results via Knoll’s First Article Inspection Report (FAIR)
• 1 piece ALL dimensions
• 2 pieces all CRITICAL dimensions
Knoll approval to begin producing production parts

Production Parts Supply

Production Part Dimensional Report when applicable
Knoll label requirements
Knoll part number and revision level, quantity in box, Knoll purchase
order number, and supplier’s manufacture date or lot code
Packing lists and invoices contain all of the required Knoll
information
Supplier is utilizing all items listed in PPAP documentation and will
consistently supply the highest quality parts to Knoll on time
On-going continuous improvement of Quality, Cost and Delivery
Ricchio® Chair
Knoll
Knoll
Contact
Contact
Information
Information
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Knoll, Inc. (Headquarters))

(Headquarters)
76 9th Avenue, Floor 11
New York, NY 10011
USA
212 343-4000

Knoll, Inc.
1235 Water St.
East Greenville, PA 18041
USA
215 679-7991
Knoll, Inc.
4300 36th St. SE
Grand Rapids, MI 49512
USA
616 949-1051
Knoll, Inc.
2800 Estes St.
Muskegon, MI 49441
USA
231 755-2270
Knoll North American Corp.
1000 Arrow Rd.
Weston, Ontario M9M 2Y7
Canada
416 741-5453
Knoll International SpA
Via San Colombano, 67
26813 Graffignana, Iodi Italy
0039 0371 20691

knoll.com
PUR-0033 rev1
© 2006 Knoll, Inc. All rights reserved. Knoll Contact Information 25