Poor-quality joinery can cost manufacturers up to 15% of annual revenue through rework, returns and warranty claims. So, when Sydney’s leading joinery manufacturer experienced a period of rapid growth, maintaining the quality it was known for became essential. For its CEO, preserving that standard was as much an operational priority as it was a promise to every client. 

Over the course of 6 weeks, we worked closely with the CEO and interviewed his core team to document the existing quality control process and identified key high-risk control checkpoints. We found the existing quality control process was based on informal conversations and individual memories, which was no longer sustainable with elevated demand. Wingspan helped establish a process where the critical information living inside individuals’ heads can be put into writing so anyone can pick it up and continue the work. This helped the team better anticipate issues and react more quickly as issues arose. 

Our consultants utilised simple structures such as swim lane and process documentation methodology to redesign a new quality control process tailored to our client. The collaboration with the core team resulted in a clear definition of accountability in each step of the process and revision of job descriptions in accordance.  

Implementation was a shared responsibility between Wingspan & the CEO, achieved with structured training, communication, and accountability loops to drive consistent adoption. Process transformation cannot happen overnight, and our consultants supported the CEO every step of the way. 

Results and Impacts 

By adopting the new quality control process, the client was able to radically transform its ways of working in three key areas: 

First, the manufacturing status is captured live through templated and standardised documentation. The production team has forward visibility on work, clear handovers between departments of the manufacturing process, and a proactive defect remediation process that led to a more efficient production line, both in terms of quality and throughput.  

Second, the number of reworks decreased due to earlier identification and resolution of defects, which are built into the process. These strict controls during the handovers between departments helped the production team to avoid additional delivery trips due to missing pieces.  

Third, the quality control process was standardised and structured across all clients in each department. The production team no longer relied on personnel but on an established system with clear accountability for each step.  

The response was overwhelmingly positive: The production manager commented that his team member has more time to focus on delivery rather than checking the WhatsApp thread multiple times in a day for any issues. The team has shared that they love the forward visibility they have – “It’s just much simpler”. 

While the immediate improvements delivered tangible operational benefits, the most significant outcome was the establishment of a repeatable quality control process. By embedding standardised workflows and stronger production discipline, the business has built a foundation that supports consistent execution as it continues to grow. With a scalable quality management framework now in place, the company is well positioned to maintain the craftsmanship it is known for while expanding its operations. 

“I think of Wingspan as my competitive edge as I scale my business” – CEO