Policy and Procedures

Subject :

Dispatcher Procedure

Date :

December 1, 2019

Updated :

December 3,2019

Objective

Establish responsibilities and timelines that most efficiently plan the use of our delivery resources to best serve our customers.

Procedure

• General Practice

o Identify orders of substance that are heading to general delivery territories o With consideration of their time commitment, use these orders to establish the base for specific truck runs o Next fill each truck with other work to attain a targeted utilization of at least 75%. o Select the orders that best support that trucks route of travel. o Avoid having large mechanical vehicles make stops for small items unless it is very convenient for example in the same subdivision. The goal is to maximize the delivery output per hour of these high capacity vehicles. o Schedule smaller vehicles with the smaller deliveries that are practical for a single driver without mechanical equipment to unload. o Consider deliver by information to prevent costly runs. o The Dispatcher is responsible to accept or modify and schedule all delivery time requests that are presented via the sales order system in a timely manner o Only schedule the use of boom trucks to support boomed delivery requests, otherwise it is the company’s preference to leave these vehicles sitting idle at our facilities. Any variation to this to be approved by the Retail Operations Manager. o Record scheduled and unscheduled vehicle service times in the dispatch system per the direction of the fleet management team o Acknowledge schedules and avoid the use of the vehicles during these time frames o Communicate with fleet manager if scheduled maintenance poses a problem o Reference the central driver vacation schedule in outlook when making commitments and planning delivery routes o It is each Yard Managers responsibility to schedule driver time off and record in in the calendar. They should consider company-wide driver availability when issuing vacation approval. Reference Yard Manager Policy and Procedure.

• Accepting Time Commit Requests

• Boom Trucks

• Vehicles being serviced

• Driver availability

• Scheduling First Runs

o Must Finalize runs no later than 12:00 noon on the business day prior to delivery to allow for yard staging activity. This does not imply that we can’t add to serve customers when the yard can support the request. o 6:30 am is the standard depart time for first runs. Earlier departures should be arranged with the yard managers o Building materials deliveries must be finalized no later than 3 business hours prior to the delivery’s scheduled depart time to allow for yard staging activity o Millwork 2 nd runs must be finalized by 12:00 noon of the prior business day

• Scheduling 2 nd and subsequent runs

• Adding to scheduled deliveries

o If prior to Pick ticket printing or staging started  Dispatcher discretion o After Pick ticket printed or staging started  Dispatcher consults yard managers o Once the truck is being loaded  Load is locked and no changes are allowed

• Scheduling Merchandise Returns

o Schedule job site merchandise returns as efficiently as possible with current delivery runs o Schedule all return to be done within 2 business days from receiving the request o Salesman is responsible to best detail what is being returned as well as coordinate the organization of it at the job site so that it is best prepared for the driver. o Leverage productive truck movement whenever possible. o Coordinate transfers to arrive to destination to support customer delivery o When needed, strategically schedule large transfers in a way to support inventory needs while minimizing interference with customer service • Review the prior business day early each day for missed deliveries or improperly scheduled new orders • Exceptions o Driver sick call out  Yard manager to punch a new feature.. “Delivery is not departing on time.. stay tuned…”  Dispatcher along the Yard manager will to solve servicing the customer. o Mechanical break down • Scheduling Transfers

Subject :

Yard Manager Delivery Management Procedure

Date :

December 12, 2019 December 19, 2019

Updated: Objective

Establish responsibilities and timelines that most efficiently manage the staging and delivery of product to our customers. • Have drivers begin work 30 minutes prior to first scheduled departure which allows for: • Gathering Delivery Documents • Vehicle safety inspections • Securing loads • Manage all Finalized runs and the activities necessary to pick, stage and verify to be ready for upcoming departures • Do not print picking tickets until stagers are ready to begin picking • Manager will make best effort to keep stagers working on deliveries in the order of need.  They will use their discretion to determine the picking start time that will ensure order readiness for delivery. • Staged loads are to be checked by the manager upon completion in a timely fashion for accuracy, backorder acceptance and to address any necessary corrections… • Monitor finalized runs for addons and delegate the work as it arrives. • Record done staging when done. • Manage staff hours appropriately for each day’s workload. • Get returns unloaded, checked in and closed • Refer to Return Closeout Policy • Record all driver scheduled time off into the central driver vacation calendar • Refer to driver scheduling policy to consider the availability of resources company wide. • Mechanical Breakdowns • Driver notifies the manager • Manager Notifies the fleet coordinator to the incident • Manager Notifies the Dispatcher • Use new notify button in APP • Dispatcher to be responsible to coordinate the rescheduling of the delivery with sales. • Check vehicle record books and safety equipment to ensure they are up to date. • Ensure staff is dressed in accordance with the Company Dress Code Policy . • Lock out runs • 1 business hour prior to scheduled depart time or at any time that the truck is being loaded. • When drivers return to the yard.

Procedure

• Validate all OTIF data daily. • Repeat throughout the day.

Subject :

Driver Procedure

Date :

December 19, 2019

Updated :

January 9, 2020

Objective

Establish driver responsibilities and procedure to consistently and best serve our customers.

Procedures

• Arrive to work no later than 30 minutes prior to the scheduled depart time for the first run o Punch in upon arrival to work o Punch out when leaving work • Complete the vehicle safety check list prior to departure • Secure all loads • Record leaving yard in app when exiting the yard • Execute delivery run in the planned route order. Any exceptions must be communicated to the yard manager. • Arrive at each site o Record your arrival

o Walk the site for unloading assessment o Unload materials to the proper location o If stop has returned merchandise, gather and load return requests

 If task is excessive and time consuming inform manager who will make the decision of what to do  Capture photos of merchandise being returned  Hit new return when appropriate

o Capture Delivery photos o Capture signature when possible. Make best effort to have someone sign for the delivery. o Check next stop for special notes, requested calls before departing  If change of circumstance call manager with the update o Record departure from the site • Back to yard at end of run. o Park in designated spot o Record returned to yard o See yard manager for any return unloads, o Turn in any documents from prior the just completed delivery run o Get documents and instructions for the next run • On any occurrence of an accident follow the accident and property damage procedure • Update vehicle record book daily • End of day return to yard perform end of day checklist procedure • Punch out of Paylocity by APP or Computer

Yard Returns on Delivery Trucks Procedure

• All Jackson Trucks that return to the yard with returns to adhere to the following guidelines o Stop at the open yard area designated for returns o Have the returns unloaded. o The product should be put on clubs to be tallied. o The yard manager will assign a worker to tally what was returned and complete the return paperwork that should be sent over to the store manager for processing. o The product that is sellable will be put back into stock o Hardware will be sent to the store for restocking o Special orders will be placed in the special order return area designated for vendor returns. o • This needs to be completed within 24 hours. .

Subject :

Delivery of cash orders

Date :

September 24, 2018

Objective

Ensure that we are fully paid for all cash transactions that we are delivering and to prevent wasting resources for the staging, loading or delivering of product.

Solution

Collect the full balance due on all orders being delivered prior to routing them for delivery.

Procedure

• Dispatch system to NOT allow unpaid cash orders to be routed for delivery • If terms are 001 “CASH” and transaction is not paid in full o If the customer has a credit balance  Software to inform dispatcher of the unused credits or payments on the customer’s account.  Dispatcher to contact A/R to apply these funds • New A/R software interface - allow A/R department to apply open credits or payments to a particular order o Dispatcher to notify Sales to collect the remaining balance so that a delivery commitment can be made o ONCE PAID, the order will be scheduled for delivery and the staging processes can begin • Customers have an option to set up 1 of 2 choices for Credit Card on File which will not interfere with the delivery process o Daily CC on File “002” - back office will process the payments at the end of each day for these transactions o Weekly CC on File “003” – back office will process the payments at the end of each week for these transactions • We may be shipping new product to correct a problem that will eventually be credited to the customer or some other circumstance. o New Unpaid delivery approval screen  User will need explicit security setting to do this.  User will mark a new order field “UnpaidApproval” as true  Unpaid approval will be logged to order activity  Approval will allow routing of the delivery.  Approval will suppress collect amounts from Delivery App

Potential Special Scenarios

Policy Effective Date

November 1, 2018

Subject :

JLM Computer Password Policy

Date :

August 8, 2019

Policy Statement:

All individuals are responsible for safeguarding their system access login and password credentials and must comply with the password parameters and standards identified in the policy. Passwords must meet the complexity and requirements outlined and must not be shared with or made available to anyone in any manner that is not consistent with this policy and procedure. Assigning unique user logins and requiring password protection is one of the primary safeguards employed to restrict access to the Jackson Lumber and Millwork network and data stored within it to only authorized users. Individuals are responsible for keeping passwords secure and confidential. As such the following principles must be adhered to for creating and safeguarding passwords. • Newly authorized users will be required to immediately change their password upon first use. • Passwords must never be shared with another individual for any reason or in any manner not consistent with this policy. • Passwords must never be written down and left in a location easily accessible or visible to others. • Individuals must never leave themselves logged into an application or system where someone else can unknowingly use their account. o To access multiuser workstations (e.g., retail sales counters), IT will provide a limited-use shared account for the workstation. Individual credentials must then be used for accessing applications, such as DotNet and outlook. • Passwords for JLM must be unique and different from passwords used for other personal services (e.g., banking). • JLM passwords must meet the complexity requirements outlined in this policy. • JLM passwords must be changed regularly, as outlined in this policy, at the regularly scheduled time interval or sooner if there is suspicion of a compromise. • In the event a compromise is suspected, the incident must be reported to IT immediately.

Reason for Policy:

Individual Responsibilities:

Password Requirements

The following parameters indicate the minimum requirements for passwords for all individual accounts where passwords are: • At least 8 characters in length • Contain characters from three of the following four categories

o English uppercase letters (A-Z) o English lowercase letters (a-z) o Base 10 digits (0-9) o Non-alphabetic characters (for example, !,$,#,%)

Password Expiration

• Passwords must be changed every three (3) months • Passwords must not be reused for at least four (4) generations

Account Lockout

In order to limit attempts at guessing passwords or compromising accounts, an account lockout policy is in effect for all systems. • Accounts will lockout after three (3) invalid password attempts in thirty (30) minutes

Rework P rocedure

Shipping damage prior to delivery (never left building) Quick repair - Shipping to create in-house re-work, orange slip to track material and labor

Product is brought back to production for repair and then back to shipping for delivery

Large repair – product is back ordered, shipping contacts C/S to create re-work order Shipping delivers product to original department for repair The product gets delivered on the re-work ticket Shipping damage during delivery – after being invoiced Shipping has C/S create re-work, inv # -line # & description of what needs to be fixed Shipping delivers product to original department for repair The product gets delivered on the re-work ticket Delivered product that can be reworked a. Salesperson is notified of an issue by customer

i. Call Shop Manger or C/S to discuss best course of action and determine who is paying for the rework 1. C/S creates a return ticket using the REWORK code to bring product back to shop a. Original inv#- line#, b. detailed description of the problem 2. C/S to create a rework order using the REWORK code a. Original inv#- line#, b. detailed description of the problem b. Shipping schedules the pick-up and closes the return – production scheduling releases the rework order to the shop c. millwork manufacturing & delivery process begins d. upon completion of the rework any charge to the customer is added to the rework order by millwork shop accounting

Delivered product that cannot be reworked Salesperson is notified of an issue by customer

Call Shop Manger or C/S to discuss best course of action and determine who is paying for the rework or new product Customer Service creates a new order for new product C/S creates a pick-up ticket that will start the credit process upon return millwork manufacturing & delivery process begins

Field Service Procedure

Salesman to visit site and determine what the issue is Enter a field service order in .NET Scan the following documents to the F/S order or e-mail PDF copies to Millwork Management 1. Copy of the Order 2. Copies of any relevant documents (sketches, templates ect.) 3. Pictures or videos of the problem 4. Detailed description of the problem Salesman to have a discussion with Millwork management to determine best course of action. It may be determined that the customer should also be part of the discussion as to best resolution.

 Repair in Field

o Jackson Lumber Employees to fix – Millwork manager to schedule  Once complete, millwork manager will add any materials and labor hours to F/S order, and invoice o 3 rd party vendor to fix – Millwork manger to schedule  Once complete, millwork manager will add any materials and labor hours to F/S order, and invoice o Agreement with customer to have his labor do repair -we must have an agreement as to maximum cost

Subject :

Attributing Newly Requested Configuration Components Procedure

Date :

March 13, 2020

Updated :

Objective

Establish an efficient standardized workflow for requesting new component items to be used in configurations and a toolset to create and attribute them.

Procedures

• Making Item Requests o Sales / CS encounters a need for an item that does not exist in the configurator

 Click on the “New Item Request” Button  User will be presented with a load form

• They will need to select the “TYPE” of item they are requesting from a defined list of types involved in this particular configurator “single door unit” • They will then be presented with a list of required attributes which they will need to provide answers for

 Provide answers by selecting existing values for each of the attributes or selecting “New Value” and entering a description of the new need Ie. Door model  Enter any notes to pass on to the item creator. Including things similar to “all sizes 1-0 thru 3-0  Hit the “Submit” button o Submit Button will  Generate the new request in behalf of the requestor  Track the progress of it and communicate changes to the requestor  Statuses will be • Open Request • Creating and attributing an Item o Item attributing system will have a grid to track and take action on all open requests. o “Attribute” button will launch the Item Attributing grid for the completion of attributing the item. o Attributor will fully define the requested item by assigning and potentially creating the proper value for each attribute. o If a new “attribute value” needs to be created this will be done here and images should be uploaded when applicable. o System will validate that all required attributes are answered o System will then verify that the item is not already on file o If already exists, bring the item up in the maintenance panel for editing ie: status • Attributed pending approval • Proofed and Available for use

o Otherwise bring up the new item maintenance panel to create the item o When “Done Attributing Button” is submitted, the New Item and the Item Attributes Records will be stored with the Attributed Item status of “Attributed pending proofing” and will not be visible to the configurator until proofed. o When the request is proofed

 The Request status will advance to “P”roofed  The Attributed Item status will elevate to Proofed  The Configurator will now include the newly attributed item

• Setting a new special order item fields value

o Item Code “if left blank will be system generated” o Description o UOM o Catalog “Use catalogs intended for special order components” o Control = Special Order “C” o VPN o Location = requested location only o Target Margin o Lead Time o Standard Cost “can be 0.. in this case configurator will prompt user at each time of use” • Setting a new stock item fields values o Item Code “must be supplied by user” o Description o UOM o Catalog o Control = Standard “A” o VPN o Location = requested location only

o Target Margin o Buying Method o Lead Time o Safety Time o Standard Cost “must be non-zero”

Phone System Inbound Call flow and messaging Updated: March 2020 Prepared By: Don Piccirillo

Important Footnotes as to how the overall main lines are set up • We are only using a single Auto Attendant for the entire company. It is extension 1097. • After hours messaging will activate based upon the combination of regular business hours and the holiday schedule of the Lawrence Facility. • The schedule is maintained in the Auto Attendant Menus screen

• • All locations main lines no answer will forward to the auto attendant

See the following pages that document rule setting for • Auto Attendant

• Lawrence • Raymond • Amesbury • Woburn • North Andover

Auto Attendant 978-689-1097 o Announcements Repository

 Company Name for Greeting

• Just a voice memo stating “Jackson Lumber and Millwork” that gets plugged in to the greeting

 After Hours General Message  * create new voice message repository entries here for any special circumstance when needed * • Example would be Friendly holiday messages, unexpected shut downs. o Schedules **Maintained in Lawrence Schedules**  Business Hours • Mon thru Friday 6:30 to 4:30 • Saturday 7:00 to 12:00  Holidays • Memorial Day • Independence Day • Labor Day • Thanksgiving • Christmas o Transfer to 1096 after hours voice mail box and the voice mail is emailed to jlmafterhours@jacksonlumber.com  Joyce Smart  Joe Parisi

o

Lawrence Main Line 978-686-4141 Acct#: 74342 Hunt Group o Announcements Repository “None. Controlled in the auto attendant” o Auto Attendant 1097 o No Answer  During Business Hours • Duration 15 seconds • Forward to 1095 Company Sales o No answer  Duration 30 seconds  Forward to 1097 Auto Attendant  After Hours • Transfer straight to 1096 Voice mail general o Schedules

  Business Hours

• Weekday Hours 6:30 to 4:30 • Saturday Hours 7:00 to 12:00

 Holidays

• Memorial Day - Mon 5/25 • Independence Day – Fri, Sat 7/3,4 • Labor Day - Mon 9/7 • Thanksgiving - Thurs 11/26 • Christmas - Thurs, Fri, Sat 12/24,25,26

Raymond Main Line 603-895-5151 Acct#: 74348 o Announcements Repository “None. Controlled in the Lawrence auto attendant” o No Answer  During Business Hours • Duration 15 seconds • Forward to 1095 Company Sales o No answer  Duration 30 seconds  Forward to 1097 Auto Attendant o Selective Call Forwarding  After Hours and Holidays  Transfer straight to 1096 Voice mail general o Schedules Amesbury Main Line 978-388-0366 Acct#: 74245 o Announcements Repository “None. Controlled in the Lawrence auto attendant” o No Answer  During Business Hours • Duration 15 seconds • Forward to 1095 Company Sales o No answer  Duration 30 seconds  Forward to 1097 Auto Attendant o Selective Call Forwarding  After Hours and Holidays  Transfer straight to 1096 Voice mail general o Schedules • Weekday After Hours 4:01 pm to next day 6:29am • Weekend After Hours Saturday, Sunday all day  Holidays

 After Hours * Only auto attendant can calculate after hours so the schedule needs to be manually maintained at this location *

 After Hours * Only auto attendant can calculate after hours so the schedule needs to be manually maintained at this location * • Weekday After Hours 4:31 pm to next day 6:29am • Weekend After Hours Saturday 2:01 pm to 6:29 Monday  Holidays

Woburn Main Line 781-933-0057 Acct#: 144296 o Announcements Repository “None. Controlled in the Lawrence auto attendant” o No Answer  During Business Hours • Duration 15 seconds • Forward to 1095 Company Sales o No answer  Duration 30 seconds  Forward to 1097 Auto Attendant  After Hours • Transfer straight to 1096 Voice mail general o Schedules

 After Hours * Only auto attendant can calculate after hours so the schedule needs to be manually maintained at this location * • Weekday After Hours 4:31 pm to next day 6:29am • Weekend After Hours Saturday 12:01 pm to 6:29 Monday  Holidays

North Andover Main Line 978-685-7770 Acct#: 74350 Hunt Group NA Sales o Announcements Repository “None. Controlled in the Lawrence auto attendant” o No Answer  During Business Hours • Duration 28 seconds • Forward to 1091 Kitchens Front Desk o No answer  Leaves voice mail on 1091 extension