Resolve the Lot 22 drawer alignment complaint

What is going on

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.

Work through it

You do not need to do it all. Doing a few of these will show you what the work is like. Your ticks and notes stay on this device.

• Read the quality policy and the customer service policy sections on complaints and warranty, then log the complaint in the job order notes for JO-26-1060 with the date received and the builder contact.
• Review the handover photographs and installation checklist in the job order for JO-26-1060 and note what was recorded about the island drawers at handover.
• Speak with the Crew 2 leader and Liam O'Rourke to establish whether the drawer fronts were adjusted on site and whether the runners were machined to the schedule.
• Contact the builder's site supervisor, confirm the 15 September call-back and ask whether the slab or island has been disturbed since installation.
• Prepare a short root cause analysis that considers manufacturing tolerance, installation adjustment and site movement, and states the most likely cause with the evidence.
• Record a corrective action in the job order notes with an owner, a due date and how the fix will be verified, and update the installation schedule status after the call-back.
• Draft a reply to the builder acknowledging the complaint, stating what was found and what has been done, for Bianca Sorrentino's approval.

What someone in this role would produce

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