34 minute read
Equipment + Furniture Handling
A. Equipment
A. 4-Post Table Dolly
Advertisement
A. Holds up to 5 farm tables
A. Holds 20 legs for matching tables
B. Has removable platform that rests on the 4 posts to utilize upward volume of truck cargo space
B. Furniture Dolly
A. Furniture dolly wheels should be in a “locked” position when preparing an order. Wheels should also be in a “locked” position when be loaded and unloaded from a truck’s lift gate.
B. 2 platforms per dolly
A. Lower platform for COUCHES ONLY
A. Can place smaller items in and around couches on bottom platform
B. Upper platform is for chairs and smaller items on order only.
A. NO COUCHES ON UPPER PLATFORM EVER
C. Pallet Jack
A. Used for moving palletized inventory around warehouse and onsite for orders
A. Only take 1 pallet jack per order for any order requiring use of a pallet jack unless otherwise noted in Fulfillment note, or directed by TDM or Lead.
D. 2-Wheel Dolly
A. Primarily used for moving stacks of Bentwood Chairs
B. Can be used for certain upholstered items whose base fits on platform
E. 4 Wheel Dollie + Straps
A. Used for various bars, Harmony walls, other large pieces.
B. Dollies need to be strapped to item being used with for safe, stable travel
F. Bar dollies
A. Most bars have specific dollies used for their transport and are labelled properly.
G. Ladder Training
A. All employees must be trained and observed using safe practices for ladder use
H. Step Ladder Training
A. All employees must be trained and observed using safe practices
I. Ratchet Straps
A. What happens when you overload a strap?
B. Best Practices.
B. Furniture Handling
A. Heavy-Duty Inventory Handling
A. Bars
A. All Bars should be moved, lifted, carried by no less than 2 people
B. Bars that ship in multiple pieces and require on-site assembly should never be moved once assembled.
C. Place each individual piece as close as possible to final destination before assembling
B. Arbor
A. Arbor travels on its designated wood dolly
B. Should be assembled and raised by minimum of 2 people
A. Necessary tools:
A. 2 - ratchets w/ proper sockets
B. 2 - crescent wrenches or channel locks
C. 24 - Bolts, Washers, Barrel nuts required for assembly
A. Always maintain 12 extra of each item
C. NEVER move Arbor with less than 4 personnel lift or 2 personnel w/ 2 dollies/pallet jacks
C. Stage
A. Travels on specific designated stage dollies OR a red cart
A. All pieces of the stage should be moved by 2 people as close to final position as possible before beginning assembly
B. Stage CANNOT be moved once assembled so make sure to lay out and confirm location before starting assembly
C. Tools/hardware required:
A. 1 - Ratchet/Socket set
B. 12 - Dominoes for platform levelling
C. 12 - Nut/Bolt/Washer set
A. Each set includes 1 bolt, 1 nut, 2 washers
D. 24 - Stage top attachment screws
E. Drill
D. Sugi Ban
A. Tops travel on Sugi Ban Top Dolly (Same as folding banquet table dolly) OR a 4-post dolly/furntiure cart if able to fit for smaller orders
B. Bases travel inverted on each other on a pallet; shrink-wrapped
C. Tools required:
A. 2-4 Thumb bolts to attach top
A. Amount if bolts depends on style of top; will either 2 or 4
B. Drill and Screws (In case of emergency ONLY) if tops cannot be secured using standard bolts
E. Farm Tables
A. Travel ONLY on 4 post table dollies
A. 4 post dolly can hold up to 5 table tops and the 20 associated legs
B. 4 legs per table
C. Leg type is found attached to the item in the “Fulfillment” section of each order in Good Shuffle
D. Leg types include:
A. Standard Table leg (brings table to 30” tall when attached)
A. Standard Table Leg is different depending on style of table on order
B. High Table leg (brings table to bar height when attached)
C. Short Table leg
F. Swing
A. Swing can be attached to “Arbor” as an added accessory or taken on its own to be hung from an already standing structure on-site
B. When attached to swing it will be hung from the middle truss of the Arbor using the “Eye Bolts” running through the truss and threaded/ locking “O” rings for security
G. Small Accessories Handling
A. All small accessories should be packaged/wrapped securely and placed within a larger cart on any given order. Examples include:
B. Angeles Side tables should have glass top wrapped in blanket and base wrapped in a blanket
A. Can combine multiple pieces of glass and multiple bases in same blanket where possible and safe.
C. Frames should be placed in a frame box and packed securely with larger items on order
D. Easels should be wrapped in a blanket where possible and packed securely with larger item
H. Mirror Handling
A. Mirrors should always be handled/carried by 2 people
B. Mirrors should always travel on a cart, laying down on there longest edge
C. Wrapped in moving blankets and shrink-wrapped
D. If a mirror has calligraphy on it that mirror should have a cardboard face covering and protecting the calligraphy from any smudging that may occur during transit
I. Dining Chairs
A. 3 styles of dining chairs exist in our inventory: Arlo, Bentwood, and Mila Chairs
B. Every chair is required to be covered with a black poly chair cover
C. Chairs should be stacked 6 high. No more and no less.
Straddle Stacker Training
Straddle Stacker Training incorporates:
A. ARA led videos with an accompanying quiz
B. Visual assessment of straddle stacker use by trainer and/or TD Manager
Pull Process
To help track the fulfillment part of a job before it goes out the door, we created a digital version of your pull sheet! To start using your Digital Pull Sheets, you’ll need to navigate to the project in question and click on the fulfillment tab.
A. From here, all you need to do is start clicking (tapping on mobile) the boxes that correspond to the stage each item is in.
A. Pulling times get tracked in GoodShuffle so please work consistently in each corral / order without bouncing around so times get tracked consistently.
B. PULL items to Corral # Designated in Fulfillment Notes
A. Use Gloves at all times when handling clean upholstered product.
C. INSPECT all items that they are in “Like New” condition.
A. Follow Damage Process if clean and/or repair needs are found.
B. LIKE NEW condition is defined as: A piece that has no signs of wear or use.
A. Most Common mistakes: Dirt or Debris on fabric or rugs.
A. Knicks in wood that have not been hit with stain or scratch cover.
B. Small Tears and/ or chips in paint.
C. DISHWARE / FLATWARE: Inspect silverware and glassware for spotting. Inspect dish for cleanliness- must be “best new” condition.
A. Grab at least 5 silverware bags for inspection.
B. Pull out 5 glasses for inspection.
C. Pull out 5 plates for inspection.
D. ALL dish ware racks must be individually bagged.
E. When stacking racks if more than 2 racks- stack must be wrapped.
F. When packing more than 3 crates- items must be packed and wrapped on a wooden pallet WITH A LIP.
G. When all is complete please add note to yellow tape with count and initial.
D. PLACE to KEY if applicable.
A. If not applicable pack the corral with the orders going out first to the BACK of the corral. (Front of Corral is closest to door.)
E. CHECK OFF items as they are placed in the Corral.
A. Notice how the counts in the top bar, just below the fulfillment tab, keep track of how far along you are. A check indicates that entire phase is complete.
B. Bonus: You can add this summary to your project list via the customize columns button:
B. EXTRA ITEMS
A. Some items like chairs, chargers, dish we like to send an extra or two of the item. If you do this, you MUST also add the amount of the item as a line item in FULFILLMENT in Good Shuffle. Add ‘TAKING ONE EXTRA’ in the name of the item
F. NOTATE If an item is unable to be pulled because out on a job please notate in notes. “OFD”
Corral Completion Process
A. CONSOLIDATE + SECURE: Properly pack + load all items safely on proper equipment and consolidate whenever possible as long as it does not jeopardize the safety of the item.
A. Check item notes for indicators on how to pack an item. If unsure, or no note attached to item defer to a trainer or Manager.
B. DOUBLE CHECK: All dollies + equipment are listed on pull sheet.
A. If missing - add equipment to order under Fulfillment (refer to step “C” for how)
B. If changed - please update order under Fulfillment (refer to step “C” for how)
C. Add “Cleaning Kit” and/or “Tool Kit” to order once process is complete physically AND in Good Shuffle.
C. If items do not fit in the corral per the Truck Key, notify LP Manager via Slack immediately.
Load Process
A. DOUBLE CHECK
A. Counts on all items.
B. Everything is properly protected and secured.
B. Back Borrow vehicle to dock: MUST BE TRUCK CERTIFIED TO DO THIS STEP.
A. Open garage door and switch off the fuse that goes to the door (the sensors sometimes do not work and have shut while moving the Borrow vehicles
B. Inspect / compare all items to delivery tickets to ensure everything is accounted for
C. Review Truck Key when there is one assigned to Corral
A. During busy season Truck keys are used for full truck loads to ensure efficient packing for schedule of installs/strikes
B. When a key is assigned to a corral the corral should organized to match the key and the Truck should be packed exactly to match
D. Properly pack vehicles so all inventory is as safe as possible
A. Good Shuffle Checklist once all items appropriately strapped in truck
B. Approved strapped techniques to be checked and approved by Lead or Mgr. (ref “Equipment Handling”)
E. Complete Electronic Pull for “LOAD” category sheet in Good Shuffle.
F. Shut doors, park vehicle + lock
Most Common Mistakes
A. Not using proper padding to protect our inventory. If something is wooden and has a strap against it, it must have a blanket to protect it. Although the strap itself is not metal, it can dig into the wood.
B. Forgetting to hit the fuse on the garage doors. The truck will be sticking out of the garage but the sensor sometimes will not detect it and it will close onto bumper of truck.
C. Not doing the double count on everything
Clean/Repair Process for Furniture + Decor
“why”: selflessness and humility, lift each other up; focused on team success. If we ever notice damage, we must follow our process. We always want to set the next man up for success. If we don’t report damage, the next time that item goes, it will add more work for the guy corralling, loading, and delivering. If we identify damage, we can take care of it with plenty of time to spare. Also, whether you are following protocols or not, mistakes can happen. As long as we own them, communicate it and get better from them is all we can ask for.
A. Any item(s) requiring more than a 20 minute quick fix is to be moved to the 20+ Minute Fix station.
B. Dish items are to be brought back to Dish
A. Please see Dish Process for further instruction
C. If any on of the following are noticed:
A. Nicks in wood.
B. Uneven Staining / Noticeable Glue
C. Stains or spots on upholstered pieces that cannot be removed with vacuum.
D. Rips in upholstery.
E. Broken Legs or wobbly frames.
F. Missing bolts or pieces missing from inventory.
B. Take Pic
C. Attach to “Project Files” (unless item is not currently on an order)
D. If item is not on a current order refer to “Damage Process” to “set aside” the inventory item and attach photos
E. SLACK it under “Damaged Items” channel
A. Title: Inventory Item Name (as listed in GoodShuffle. If this is a new piece of inventory, assign a name to it; example, if we got a new blue couch. name it “Blue Couch”)
B. Add how / why the damage occurred
C. L + P Manager will create task in Insightly and assign to any FOH personnel with subject “ DAMAGED ITEM: _____________ (item name) with description and how it happened.
D. Will add to priority sheet and assign time in calendar for repair
E. TDM will check tracked cleaning times and share with FOH via Insightly task.
IN THE EVENT AN ITEM REQUIRES MORE THAN 2 DAYS OR ADDITIONAL MATERIALS TO CLEAN / REPAIR.
A. Work order completed by L + P Manager and put in schedule “Top Priority” as well as shared with FOH in Slack.
B. FOH to inform any upcoming clients this could affect and come up with solution based on estimated time to completion (on work order.)
C. Once fix complete, times recorded and quality checked TDM to attach work order in Insightly under project “Date, Last name of Client Damaged.”
Send task to FOH that damage complete and final steps can be taken.
D. FOH records $$ spent into GoodShuffle and reassesses for rate increase.
E. $$ Spent includes Labor
D.
A. Is tracked in Good Shuffle
A. Enter in $$ amount and date but no quantity change.
Most Common Mistakes
1) Seeing inventory damage and not reporting it right away. Perhaps you were in the middle of something and told yourself you would remember later but you forgot. Always, stop what you’re doing (aka “Slow Down”), report it using the steps above so this damage does not get forgotten!
2) Assuming the damage or cleanliness is acceptable. We always strive to get the best customer experience and that includes serving them a product that’s as perfect as we can make it. If you are ever unsure if something is acceptable or not, always ask! It may end up being okay but it could be something we can fix / improve before more damage is done to it.
Dish Cleaning Process
“why”: Borrow has ventured into tabletop because it allows us to add to our current rental orders with product that is low volume and yields a fantastic return based on its size. It is so important silverware and plate ware get delivered in “NEW” condition. It should appeared it was ordered from the store. Also because this is in relation to FOOD SAFETY all rules are regulated by FDA. For this reason close inspection is important to carry on the Borrow standard and make us a more profitable company!
WASH PROCESS: SCRAPE, SOAK, WIPE, INSPECT, WASH, DRY GLOVES REQUIRED DURING PROCESS
A. DISH WARE: ** Remember to pivot to damaged / missing process at any time during process. Food debris is considered damage. (If found on plates we charge the client.)
A. Turn On dishwasher and fill sink bays with hot soapy water.
B. Count as you go. Reference the order in GoodShuffle for each order being cleaned
A. Record “Missing” dish in “Check In” immediately
B. An entire rack of 24 plates fit in each sink.
C. Scrape plates into green compost containers.
A. Use dish scraper
B. load sink with scraped plates
D. Send green rack through dishwasher with dish facing upward
A. Green rack should be placed on/in grey dish racks as they are easier to feed through dishwasher.
E. Soak plates as long as possible but for at least 20min.
F. Load Dishes into clean rack front to back, but 1st follow these steps:
A. Wipe front and back with scrub sponge.
A. (MOST IMPORTANT) scrub stubborn food.
B. Look for for chips, breakage: Follow Damaged Process if item found.
A. Make sure to document in Slack AND GoodShuffle
C. Make sure 24 plates are loaded from the front
D. Make sure plates match the label on the rack.
A. If label falls off, make new one immediately before re-stocking
G. Send through Dishwasher
A. Shake to remove excess water.
H. Put on drying shelving.
A. If you can’t bag the rack right after dishes are dry wrap the entire shelving unit. ZIP UP ZIP UP ZIP UP
B. Label with yellow tape the job order associated with dishes if unable to complete checklist right away.
I. Bag dishware
A. twist tie “non-labeled” end of bag
B. Return to shelves with label facing out
C. Must wear gloves during wash process.
D. Use flatware scraper for flatware.
E. Towels can never be used in drying process. Instead all items must be put on a dry rack. If drying is left for overnight it must be and covered to prevent dust residue.
F. Flatware only to be washed in white dishwasher (not commercial) under China setting.
J. Ensure all accounted dish and flatware are “checked in” in GoodShuffle
K. Post- Wash:
A. Clean out sink.
B. Dispose of food waste in proper location.
C. Wipe down all surfaces.
D. Record timing in fulfillment notes in SLACK
B. FLAT WARE
A. Count as you go. Ref order in GoodShuffle for each order being cleaned.
B. Flatware cannot be soaked or sit in water at any time.
A. Use cloth rag to remove food debris.
A. Can use flat ware scraper only on silver pieces.
C. Load dishwasher (white, noncommercial)
A. Top Shelf put flatware in dark grey rack (square layer, spoons down)
B. Middle Shelf put flatware in blue containers standing up with hands down.
C. Put flatware on door basket
D. Turn On: China Setting
E. After cycle shake flatware and put in dark grey racks to completely dry.
A. INSPECT for food residue.
F. Bag flatware 10 pieces per bag.
A. Careful with 2 different size forks.
B. Use polishing gloves to polish flatware and remove tarnish
C. Process is Complete when
A. All items cleaned and back on shelf.
B. “Checked In” in GoodShuffle
C. All Damaged or Missing items have been reported in SLACK and GoodShuffle
DRIVER Install Process
“why”: selflessness and humility, lift each other up; focused on team success, can do, positive attitude. There’s a rhyme and reason for things we do here at Borrow. We have these processes so we can deliver the best service / product possible. The only way we can achieve this is to work together and give a smile even when things get crazy and days get longer. Better attitude leads to better customer relationships and better work days with your team. One negative person can put a group of people in a negative state of mind. Always be positive!
A. Shift Start Meeting
A. Shift Start (SS) Leader lays out plan for the day including all drops, pickups, warehouse tasks and lunch
B. Review each order’s fulfillment notes and corresponding venue sheet
B. Truck + Pre-Trip
A. Check Levels of Gas / Oil / DOA
B. Truck Inspection
A. Engine
B. Lift Gate
C. Underbelly
D. Check box of truck. Be sure that all order items are properly secured/ strapped and are accounted for.
C. Open cab door and check truck full + cleaning / tool kit present.
D. Locate the Day off contact #’s on the order.
A. Day off contact’s information can be found on the contract or within the fulfillment notes.
B. If Day off contact is missing notate in fulfillment notes
E. Check fulfillment notes at the bottom of the order for any notes about deliveryand install
F. CALL AHEAD to Day off contact and record “Called
Ahead”
A. Record “called ahead” in Project messages - Team Messages
B. This call ahead should be made 30 minutes prior to delivery arrival
C. While driving, the team will review who will do what onsite.
C. Onsite Complete
A. Once team arrives onsite, record “Arrived” in project (Team) messages –recording in GoodShuffle Pro has a time stamp, so no need to record time.
B. Locate onsite contact; inform them of team arrival.
C. Lead to review delivery plan and double check any changes with contact.
A. Install per floorpan after we verify the floor plan is correct with onsite contact
D. Unload / Set to Floor plan
A. SILVERWARE + FLATWARE + SMALLS are drop only unless notated in GoodShuffle.
B. Furniture/Table cart Load and Unload process onto truck
A. When loading onto a dock that is the same height as the truck:
A. Make sure truck is tight against the dock
B. Make sure there is room on the dock to wheel the carts onto
C. Unstrap cart
D. Wheel off cart
E. This can be done by one employee on flat ground
F. If there is any kind of incline/decline two employees must do this
B. When loading onto the ground
A. Make sure parking brake is on and liftgate power is on
B. Both employees will unstrap cart
C. Both employees will walk cart onto lift gate
D. One employee will make sure cart stays still while the other operates the lift gate
E. Lower lift gate
F. Both employees then wheel cart to a safe and stable location on the ground
E. If you notice an item is damaged or stained:
A. Photograph the damage
B. SLACK w/ photos under and description in “current inventory” channel
C. Unless it can be fixed and/or cleaned on-site, immediately call P+L Manager or stylist attached to order
A. Work with a member of manager to come up with a solution
F. Clean / Polish all inventory
G. Mark off in Good Shuffle Pull Sheet that ALL ITEMS HAVE BEEN INSTALLED
H. Take pictures of items placed and upload to FILES in Good Shuffle
I. Find onsite contact to get sign off on job and go over weather / sticker policy.
J. Record Signature + Phone Number
A. Open Good Shuffle in CHROME app on phone
B. Go to Files
A. Open the most recent contract
B. Click “Open With”
A. Markup
A. Client should be able to sign name on Signature Line indicating items were installed
A. Save and upload to “Files” in Good Shuffle
D. Post Installation while in truck
A. Record your departure time: Project messages–Team messages Ex) Called Ahead (it will time stamp, so not need to put time
A. Example: Departed from Install
B. Record and debrief notes for the job that is useful for pickup team or venue notes.
A. Ie: Union workers slowed our install by 1 hour etc.
C. Look ahead to the next drop details. IF AT ANY TIME RUNNING LATE OR OUTSIDE OF DELIVERY WINDOW PLEASE CONTACT ON-CALL Manager
D. Double check all Onsite tasks complete + notate any misses in debrief notes.
E. Do Pre-Trip for next drop if applicable.
F. POST TRIP (Back at Warehouse)
A. Place all job specific equipment: ie covers, tool kit, dollies, etc in pick up dolly area
B. Label with yellow tape: Job Name + #
G. Process is complete when:
A. All items set to Floorplan
B. Item notes + pics attached (Damage process completed)
C. Signature and times recorded
D. Pickup items prepped and housed in pick up area or secured on truck for quick turn around
Most Common Mistakes
1) Not calling ahead. If we do not call ahead, this can put the client in an uncomfortable position / not ready for us. Also, certain venues do not have people actually working inside. Often they have to send someone out to unlock the venue. If we don’t call until we get on-site, we run the risk of sitting there for a certain period of time waiting for the person to arrive.
2) Not communicating if you are running late and arriving past the arrival time on calendar. It’s very important that we communicate with FOH and clients to let them know about our status. We want to give the best customer service and never want the customer wondering where we are. Communication is key.
3) NOT COMMUNICATING
Strike Process
“why”: selflessness and humility, lift each other up; focused on team success, can do, positive attitude. There’s a rhyme and reason for things we do here at Borrow. We have these processes so we can deliver the best service / product possible. The only way we can achieve this is to work together and give a smile even when things get crazy and days get longer. Better attitude leads to better customer relationships and better work days with your team. One negative person can put a group of people in a negative state of mind. Always be positive!
A. Shift Start Meeting
A. Shift Start (SS) Leader lays out plan for the day including all drops, pickups, warehouse tasks and lunch
B. Review each order’s fulfillment notes and corresponding venue sheet
B. Truck + Pre-Trip
A. Check Levels of Gas / Oil / DOA
B. Truck Inspection
A. Engine
B. Lift Gate
C. Underbelly
C. Open cab door and check truck has pickup items listed in order for coordinating jobs for the day + cleaning / tool kit present.
D. Look Ahead to oncoming drop. Notes present? Floor plan uploaded?
A. Be sure to check delivery notes to use notes to make pickup smoother.
E. CALL AHEAD to client and record time under Project messages–Team messages Ex) Called Ahead
F. IF AT ANY TIME RUNNING LATE OR OUTSIDE OF DELIVERY WINDOW PLEASE CONTACT ON-CALL MGR
G. While driving, the Delivery Lead will review with Team members who will do what onsite.
C. Onsite Complete
A. Lead to Record time arrived under Project messages–Team messages Ex) Arrived for strike
B. Pickup
A. SILVERWARE + FLATWARE + SMALLS all complete quantities can be review back at shop however:
A. Check all creates full / no easily recognizable missing items.
B. Double check crate counts present on pickup checklist.
B. Furniture/Table cart Load and Unload process onto truck
A. When loading onto a dock that is the same height as the truck
B. Make sure truck is tight against the dock
C. Make sure there is room on the dock to wheel the carts onto
D. Unstrap cart
E. Wheel off cart
F. This can be done by one employee on flat ground
G. If there is any kind of incline/decline two employees must do this
H. When loading onto the ground
I. Make sure parking brake is on and liftgate power is on
J. Unloading onto the ground will always require two employees
K. Both employees will unstrap cart to make sure that it does not start to roll in case we are on uneven ground
L. Both employees will walk cart onto lift gate
M. One employee will make sure cart stays still while the other operates the lift gate
N. Lower lift gate
O. Both employees then wheel cart to a safe and stable location on the ground
P. If you notice an item is damaged or stained: Follow the DAMAGE PROCESS (listed above)
A. Take Pic(s)
B. Attach to “Files” in order
C. SLACK it under “current inventory” channel
D. Once back at the shop, set it aside in GoodShuffle with details in the notes
C. Spot clean all inventory before packing up
D. Find onsite contact to get sign off on job and review any items found damaged or needing repair / cleaning.
E. Record Signature + Phone Number
D. Post Strike
A. Record your departure time under Project messages–Team messages
A. Ex) Departing from strike
B. Record and debrief notes for the job that is useful for venue sheets to be updated.
A. Ie: Union workers slowed our install by 1 hour etc.
C. Look ahead to the next drop details. IF AT ANY TIME RUNNING LATE OR OUTSIDE OF DELIVERY WINDOW PLEASE CONTACT ON-CALL Manager
D. Double check all Onsite tasks complete + notate any misses in debrief notes.
E. Do Pre-Trip for next drop or strike if applicable.
Most Common Mistakes
1) Not calling ahead. If we do not call ahead, this can put the client in an uncomfortable position / not ready for us. Also, certain venues do not have people actually working inside. Often they have to send someone out to unlock the venue. If we don’t call until we get on-site, we run the risk of sitting there for a certain period of time waiting for the person to arrive.
2) Not communicating if you are running late and arriving past the arrival time on calendar. It’s very important that we communicate with FOH and clients to let them know about our status. We want to give the best customer service and never want the customer wondering where we are. Communication is key.
3) NOT COMMUNICATING
Unload/Restock Process
Labeled and “Unload / Restock” in WIW. This is one of the key steps in ensuring our product is always in “like new” condition! When done efficiently it also enables us to handle and pull product that will not need work before going out.
A. Consult “DAMAGED” slack channel to check items being unloaded with damage.
B. *****IF AN ITEM IS DAMAGED, FOLLOW DAMAGE PROCESS LISTED EARLIER****
C. As items are unloaded off of truck double check + INSPECT + COUNT product + equipment
A. If furniture or equipment is not in “New” condition or can not be made
“New” in under 20 mins: move to 20+ Minute fixes.
A. Set ASIDE in GoodShuffle with note(s) about Damage
B. Slack an image of the damaged product
C. DISH- only slack Damaged Process if dishes returned un-rinsed or have debris.
B. Move all tables, chairs, bars and architectural items back to proper place in warehouse.
C. For upholstery or any other item regularly kept in showroom check next usage of product in Good Shuffle
A. Good Shuffle –> Item –> Search Item Name –> Usage –> Upcoming & In-Progress Projects
B. Used in 3 weeks: Place on shelves in warehouse w/ yellow label of next job + date.
C. Within 2 weeks: move to corral associated with corresponding order
D. CHECK IN item in GoodShuffle when Complete + COUNTED
E. Process is COMPLETE when:
A. All items are in their proper position in warehouse and are cleaned and prepped “like new.”
B. Items unable to be restocked have notes associated and have been set aside in GoodShuffle and SLACKed
Per Diem Rates
To be granted for shifts longer than 10 hours and will be out of town. Per diem rates for the continental U.S. are set each year by the General Services Administration (GSA). For fiscal year 2022 (which begins October 1, 2021), the standard rate is $59 for meals and incidentals and $96 for lodging.
Vehicle Training
“why”: lift each other up, focused on team success, Good Partners The safer you drive the truck, the safer you are, the safer our product(s) are, and the most likely we’ll complete orders with happy clients. This in turn makes everyone at Borrow look good along with vendors that we frequently work with. Being a smaller company, we strive on these relationships whether they’re clients, vendors or just anybody associated with events that we are a part of.
Log Book
Accident / Incident Form
All Operation Leads must be able to pass a 3 part test before they are allowed to operate a truck without TDM or Trainer.
A. Pre-Trip Test: a verbal test where the driver must complete a thorough check of the truck to make sure everything is functioning before you get behind the wheel (this includes checking fluid levels, leaks, tires, brakes, suspenders, gauges, lights, lift-gate and other parts of the truck). Once passed, you will move to the Basic Controls Test.
i) Review instructional walkthrough video (multiple times) ii) Perform minimum of 3 pre-trips with an instructor iii) Final Pre-Trip Test
• Employee will perform a pre-trip and will be tested by instructor. This will be a “pass or fail” iv) If failed, the employee can redo the test 3 days later v) If passed, employee moves to “part B”
B. Basic Controls Test: evaluates your skill at controlling the truck while backing in / pulling out through different situations given to you. We will be testing your judgement to the truck’s position relative to other objects. Once passed, you will move to the Road Test. The 4 different parts are below:
• Crossing boundaries (encroachments)
• Pull-ups
• Vehicle exits (looks)
• Final position
The examiner will score the following:
Encroachments: You will be scored with an encroachment error each time any portion of your vehicle touches or crosses over a backing exercise boundary. Each encroachment is scored as a two point error.
Pull-ups: When you stop and reverse direction to get a better position, it “may” be scored as a pull-up. You will not be penalized for initial pull-ups. However, each excessive pull-up will count as a one point error.
Looks: You are allowed to stop and exit the vehicle to check the position of the rear of your vehicle (look) during each exercise. You are allowed one look for the Straight Line backing exercise and no more than two looks each for the Offset to the Right and Alley Dock exercises.
When using a look, you must place the vehicle in neutral, or park if equipped with an automatic transmission and set the parking brake. When exiting and reentering a truck or tractor, you must do so safely by facing the vehicle and maintaining a three point of contact method with the vehicle at all times.
When exiting and reentering a bus, maintain a firm grasp on the entryway handrail at all times. If you do not safely secure the vehicle, or if you exit the vehicle in an unsafe manner, you may be disqualified.
Final position: It is important that you finish each exercise exactly as the examiner has instructed. If you do not fully place the rear of your vehicle into the final docking boundary or the front and back of your vehicle is not relatively straight as described by the examiner, you will be penalized 10 points and could disqualify on the backing exercises.
You must have a passing score of 12 points or less as a combined score for all three backing exercises. If more than 12 points/errors are scored, the test will be stopped and you will not pass the Basic Control Test.
A. Straight-Line Backing
You will be instructed to back your vehicle in a straight line between two rows of cones without touching or crossing over the exercise course marked by cones. If you encroach on or through any cones the examiner will stop you and you must return back into bounds.
Set your parking brake and tap the horn when you have completed the exercise. If the back of your vehicle is not within the final docking boundary, you have not successfully completed the exercise and a position error will be scored.
B. Offset Backing (to the right)
You will drive straight forward and then back your vehicle into the lane to the right, without touching or crossing over the exercise course marked by cones. The examiner will stop you and instruct you to return back into bounds if you encroach on or through any cones.
If a pull-up is needed, you must first back so that the entire rear of your vehicle crosses over the exercise’s center boundary line (middle cone between both lanes) before a pull-up is allowed. Set your parking brake and tap the horn when you have completed the exercise. After completing the exercise, your entire vehicle must be relatively straight.
If the back of your vehicle is not within the final docking boundary or the front of your vehicle is positioned to the left or right (in front of the row of cones) of the backing lane, you have not successfully completed the exercise and a position error will be scored. See Figure 12-2 at the end of this section, for examples of the center line the vehicle must cross before making a pull-up and where the vehicle should be positioned after completing this exercise.
C. Parallel Parking
You may be asked to park in a parallel parking space that is on your right. You are to drive past the entrance to the parallel parking space with your vehicle parallel to the parking area; and back into the space without crossing front, side or rear boundaries marked by cones. You are required to get your entire vehicle completely into the space.
iv) Alley Dock Parking
You will be instructed to set your vehicle up at a 90 degree angle and back your vehicle (sight side) into an alley dock. You must put the back of your vehicle inside the final docking boundary. The examiner will stop you and instruct you to return back into bounds if you encroach on or through any cones.
After completing this exercise, set your parking brake and tap the horn. Your entire vehicle must be relatively straight.
If the back of your vehicle is not within the final docking boundary or the front of your vehicle is positioned to the left or right (in front of the row of cones) of the backing lane, you have not successfully completed the exercise and a position error will be scored.
Grounds for Automatic Disqualification
You will be automatically disqualified for any of the following:
Dangerous action:
A. Anytime the examiner has to intervene and stop you from striking any fixed object.
B. Applies to other dangerous situations while positioning the vehicle or completing the backing exercises.
C. When you fail to put the vehicle in neutral/park and set the vehicle’s parking brake, before exiting the vehicle to perform a “look.”
D. Repeated instances of exiting the vehicle in an unsafe manner while performing a “look.”
Accident:
• An accident, even if it’s minor. This includes contact with any fixed object.
- Striking exercise boundary cones is not scored as an accident.
Failure to perform:
E. When you cannot comprehend or respond to instructions given during any part of the Basic Control Test.
F. Applies to the inability to perform any of the backing exercises.
Road Test: using the first 2 tests and doing a real life scenario with a Borrow delivery / drop to a venue or personal residence. Starting off the day with a pre-trip and heading to the delivery or pickup. If the tester feels that the driver safely operated the vehicle, he or she will have full reigns of the truck without supervision. Please note that this may take a few shifts to complete this portion of the test.
Qualified Drivers
For employees driving the Borrow truck, he or she must always have a spotter when backing out or in at venues or any tight places. The truck has a box that is 26 feet long and it is way longer than you think when you look through the side mirrors. The truck under NO CIRCUMSTANCES can go under a bridge that is under 13’ 2” high. An employee is to never drive down MLK here in Cleveland. Avoid driving anywhere near MLK Jr. Drive or in the city of Euclid. There are several old bridges that will not be high enough for our truck. If a driver comes to a bridge that doesn’t state the height but looks low, they must put their hazards on and have another team member jump out and be their spotter as they inch to the bridge. If in doubt, turnaround and find another route. If a driver goes under a bridge and damages the truck in doing so, he or she will be responsible along with the team member who is not driving. Each team member needs to ensure Borrow property is the safest hands as possible. Drivers must be aware of other low hanging things other than bridges. Low hanging tree branches and wires are common in residential areas so each driver needs to be aware of not only what’s on the road but what’s above it as well.
All drivers are required to turn off the breaker for the appropriate dock door they are parking in at Borrow HQ. The dock doors in our current home base are known to close at times whether or not a vehicle appears to be blocking the signal. To ensure the safety of all Borrow team members, vehicles, and other pedestrians ALL drivers must exit their vehicle immediately upon safely parking and turn the appropriate breaker off. If you are a spotter that is opening a dock door for a fellow driver you must turn off the breaker for the appropriate door as soon as the door is fully open. Any team member that fails to secure a dock door is subject to disciplinary action up to and including termination.
Failure to follow these policies can result in serious injury or death to you or to others and is a very serious matter. If you do not follow these rules and are in or cause an accident or damage to Borrow LLC property, you may be subject to disciplinary action up to and including termination of employment.
Borrow Dock Test
A. Communicate with driver to confirm dock bay # and spotter truck hand commands
B. Spotter should insure dock door of selected bay is completely open and the breaker is switched off
C. Driver must use side mirrors, vision, reflective stripping, and spotter to safely back into the dock bay
D. Once backed completely into bay, set parking brake.
E. This test will be assessed by either trainer or TD manager.
Borrow Builds / Upholstery Process
“why”: creativity + can do, positive attitude. Borrow is a place where ideas are encouraged no matter what position you hold here. When it comes to Borrow Builds, there are so many projects that can be used for an event and in turn, benefit Borrow. Each project can hold a certain amount of speed bumps so it’s always important to communicate with the team and always look for solutions / efficiencies.
A. Creative Submission or Damaged Item submitted via slack. Creative Director either approves for work order or shelves for future or denies.
A. Unless Damaged by Borrow than Proceed to B.
B. If approved for Work Order CD slacks too FOH to start process. FOH creates a “Project" for the item with appropriate pipeline.
A. Project to be created by Ops Director if “Borrow Project”
C. Operations + Production Director Creates a Work Order and attaches to the Project with a task for Creative Director to check.
A. If this is a “repair” or “maintenance item” or Pre-Approved project no approval needed and skip to step E.
D. Submission is approved by Creative Director or Operations + Production Director in which case said person communicates via slack and updates the Insightly Pipeline.
A. If not approved Creative Director to delete pipeline.
E. Product Development Lead, Build Team Lead, Lead Upholsterer or Operations + Production Director
A. Print 2 copies of work order (1 just by itself and the other with time sheet + QC attached)
F.
G.
A. Put both copies Operations + Production Director’s office
A. Add to Google Doc
H. Operations + Production Director
A. Orders all necessary materials and marks off ordered on WO..
B. Once materials are received WO notated on WO.
A. All labor is scheduled on Apple calendar and Microsoft To Do two weeks ahead.
C. Hangs copy with time sheet and quality check of Work Order on Workshop and/or Upholstery whiteboard
D. Moves single sheet work order to “In Progress” on cork board.
I. Build Team Lead / Product Development Lead / Lead Upholsterer
A. Follows sketch / plans to the exact dimensions and details desired
A. All days / times worked on project along with details of task(s) gets recorded
B. If there’s any idea about a change in the sketch whatsoever:
A. Stop what you’re doing + submit an updated sketch on Creative Submissions Slack channel — be as detailed as possible
B. Wait to hear back on approval or not
A. If time sensitive, give Creative Director and/or Operations + Production Director a call
B. Move to work needs reassessed on cork board if there is a delay.
J.
A. IF STAINING or a certain look in the wood is desired, Approval must be gotten by Creative Director Before moving on — submit pictures via Slack on “Creative Submissions” channel under specific Creative Submission post.
A. Once we poly, it is extremely difficult to undo staining. Too much labor, time, and materials will be wasted if we need to make changes
B. Once approved, keep the project moving - Again, if time sensitive, give Owner and/or Operations + Production Director a call ii) There should be constant updates communicated with Creative Director + Ops Director between stages of projects (i.e., construction, sanding, staining, painting) iii) Once the build is complete + timing is all recorded: a. Ops Director puts work order on Borrow Builds Board “Quality Check” b. Move project to a corral for inspection / quality check a. Borrow builds items to go in Builds Overflow b. Borrow Upholstery to go in Upholstery Overflow
• This helps FOH be aware of progress + it will give more eyes on the project just in case something is not completed the right way or if the final look won’t be exactly what we had in mind. It is easier to fix this between stages rather than undoing after we complete it.
K.
Operations + Production Director
i) Schedule a task + SLACK message to Creative Director for quality check.
L. Creative Director i) Will quality check the piece + decide if it’s approved or if more work needs to be done on it ii) If additional work needs to be done, it’s hung back up on workshop whiteboard with all necessary work that needs to be complete (go to step “G”) iii) If approved, Creative Director will:
1) Update timing, work order (attaching in Insightly), and SLACK
• SKIP STEP “J”
M. Build Team Lead / Product Development Lead / Lead Upholsterer i) Move upstairs to photo / new inventory area on 4th floor
Work Order Completing
A. The Pieces of Parts of a Work Order i) Quality Check Date: 2 weeks prior to delivery date for rentals or retail or equipment needed for such. ii) Quality Check Date: Inside Creative Projects - to be determined based on event and client schedule.
• Reference Google Doc iii) Blank Space for Inspire Pic iv) Hour estimates.
• Use prior work orders, ask and google time estimates with a wide range.
- Best Case: Be Aggressive v) Labor
- Worst Case: Novice timing.
• Break Down per step / department.
• Fill in estimate of hours based on prior work orders or google research.
• Standard Labor Rate: $16 vi) Materials
• The name of products and where we purchase from. Make sure to include as much info on the material as possible.
- Pricing through Amazon or Hardware Store
B. Terms of Service: brief description of what we’re doing.
C. Description of Project: use dimensions when applicable.
D. Blank Space at Bottom
E. Include all dimensions / measurements / sketch / All Build / Upholstery Cuts Listed.
• If need additional space attach a separate sheet.
Most Common Mistakes
A. Staining process is rushed. This is very common because you would like to stain a piece and then apply finish to it. Remember we need to always go through the steps for approval and make sure it is the exact look we want. Once we apply the finish, we cannot undo and this will add more work than what we originally planned.
B. Incorporating new idea / diverting from original sketch. Improvements and ideas are encouraged but we must follow the protocol rather than “assuming” we will go with the idea. Money and the “look” are factors when we do the sketch so we must keep this in mind and never rush. Always “SLOW DOWN” and communicate ideas to ensure the team succeeds.
C. Moving new project upstairs to photo area before Quality Check.
“Inspection” is part of the Borrow Square and it’s important that we follow the process we have in play. There must be a final Quality Check before we move complete Build upstairs. It’s exciting to finish a project but if we move it upstairs and there’s a flaw, we’ll need to bring it back downstairs to correct it.
Equipment
A. Drill
B. Impact Drill
C. Pocket Holes
Saws
D. Orbital Saw
E. Miter Saw
F. Jig Saw
G. Table Saw
Power Tools
H. Dremel
I. Grinder
Air Compressor
A. Air nossel
B. Pneumatic nail gun
Sanding
A. Orbital sander
B. Hand sanding
Planing
C. Hand Planing
D. Stationary Planer
Finishes
A. Staining (3 different pieces)
B. Poly (3 different pieces)–water based, oil based
C. Danish/Tung Oil Application
D. Tack Cloth
Painting
A. Latex (painting walls)
B. Oil-based paint (on inventory)
C. Paintbrush Maintenance
Fire/Safety for paint + oil rags
Wood Glue Ups (planks)
Judith Sofa Construction (1st test project)
Safety Protocols
UPHOLSTERY
Stripping / Removing Fabric
A.
Structural Repairing (legs, frame)
A. Chair pads
A. Dining Room Chair
A.
Wingback Chair
A.
Sofa
A.
Tufted Work
A.
Pillow making
A.
Cushion/Sewing
A.
Patterned Fabric
A.
Stripped (like Anne Sofa)
A.
Fabric Repair on Chair
A.
Equipment
A. Pneumatic Staple Gun
B. Staple Remover
C. Pliers
D. Regulator
E. Foam Saw
F. Adhesive Foam Spray
