Henry's quality route has no cut corners.

Several years ago I helped an ex-foreman taking a job as chief inspector for a large and very well known case goods manufacturer to outline an operations plan for his new department. The outline not only specified his duties in detail, it thoroughly described the responsibilities of each of the inspectors in his charge to insure that the best possible quality was turned out in every department.

Recently, Henry, the chief inspector who keeps in touch with me regularly, addressed a meeting on the subject of quality control, in which he was proudly introduced as "the best in the business." Following that meeting, I had the opportunity to talk with Henry. I asked him what he considers to be the most important duties of an inspector.

Henry began by telling me that in addition to periodically checking the inspections of each of the company's six department inspectors, he personally cheeks out the final product before it is shipped from the plant. In addition, he holds weekly meetings with the department inspectors.

Quality Around the Horn 

Henry proceeded to go into a department-by-department discussion, highlighting the duties of each inspector.

The rough mill inspector always carries a moisture meter and cheeks each board at the cut-off saw for about 20 minutes at a time. She has a trained eye for detecting excessive waste and poor material handling. She also keeps a close eye on ripping, gluing and moulder operations to the point that she keeps cuttings "clean with no slivers."

The machine inspector does a regular check on turning, shaping, boring and routing operations. If anything seems out of whack, she immediately brings it to the attention of the foreman. No load makes it to the sanding department without her OK. Particular attention is paid to the quality of miters and dovetails. Both she and the foreman are very fussy about making sure that each operator spends a few minutes at the end of the day performing routine machine maintenance and cleanup. In addition, she makes sure that cutting tools are replaced or resharpened per a pre-set schedule.

The sanding inspector keeps an unbelievably clean department and makes sure that the dedicated dust collection system is maintained at peak performance. This inspector definitely puts surface quality ahead of speed. Machines are regularly stopped to check or change belts. By closely monitoring each load of sanded parts, it is rare that a bad workpiece makes it to final assembly.

Although the assembly/cabinet inspector watches each operation with great care, extra attention is paid to joints, gluing procedures, door and drawer fitting and chair assembly. Pieces are inspected under bright flood lights to detect open joints, excess glue lines and the like.

Finishing is something else. Color, speed of application, care in maintaining a dust-free environment and working with the technician of the finishing material source all fall under the finishing inspector's job. Again, any problem is immediately brought to the attention of the foreman. The finishing inspector has a good handle on stain colors and spray gun handling. Every finished piece must match the sample part to be approved. This is really quite a job considering the many different colors and shading treatments that the company uses.

The foreman of the department referred to as "rubbing," handles the final preparation which includes hand-finish sanding, hardware fitting, glass fitting and anything else special in a particular design.

But ultimately it is Henry who checks each piece with his eagle eye and signs the certificate of quality that accompanies each piece to the furniture buyer.

All in all, Henry said things are going great, and even though some may refer to him as "the best in the business," he knows there is always room for improvement.

Q On solid drawer fronts, can we run to 6 inches wide or must we stick to the 3-inch limit? We would be very careful about the moisture content, and we would dovetail machine pieces immediately. We are concerned that you will say "no." Mr. R.

A This has been discussed many times, and you can tell your boss that I did say no. Good care in jointing and figure should do it.

Q We are planning to attend IWF in Atlanta to evaluate equipment. Any special advice for us? Thanks much. Mr. F.

A I think your people should be briefed to ask similar questions to the various suppliers they come in contact with and take good notes that can be shared. Make sure the supplier companies are asked about technical support, parts availability, training, etc. Get price quotes and make sure you understand what all of the "options" cost. Depending on the machine, how will it be shipped, and who will set it up? How soon can it be delivered? These are some things that come to mind.

Q I read your column regularly - thank you! I have three questions for you concerning the panel I have sent. What causes the dull, darkened spots? What do you recommend for gluesize - the commercial product or the six parts water to one part animal glue? When glue squeezeout is missed and hardens, what do you use for removal? Thanks in advance. Mr. B.

A Your panel has raised grain spots - indications of poor sanding and a weak finish. The prepared gluesize is great, far better and more reliable than the home mixture. Hardened glue squeezeout is best removed with a small curved chisel. Be careful of scratches and do a careful sanding job.

Q Can we border cabinet doors and drawers with fancy woods or do you prefer that we have someone do this for us? Thanks. Mr. D.

A Fancy woods are very special and susceptible to checking, etc. It takes a lot of know-how to do it right. I would outsource from a specialist. Contact the Hardwood Plywood & Veneer Assn. at [phone].

Q Considering price and quality together, where will we find the best deal in good grade mahogany flitches? We want yield and as few defects as possible. Look forward to hearing from you. Mr. S.

A I am sure you know most of the major sources for West African mahogany. Just in case, I have listed several. The widths are good and the wood can be real clear. Go through the flitches thoroughly; don't rely on samples.

Q I have a very special cabinet to make, and I want to be sure I have the right information before I begin. This will be made of solid oak, which I believe should be between 6.5 and 7 percent moisture content. In addition, I think you suggest that the solid pieces not be over 3 inches wide for making into panels. Finally, I should gluesize the edges and any rough surfaces, right? I read your column and I think this is what I have learned. I thank you. Mr. B.

A I assume you are a new reader based on your tentativeness. You do have the right info, though.

Q I have outlined our finishes and the procedures we follow. I would like to know if you differ or object to anything. I would also like to know what you think of a furl factory incentive plan with an equal bonus for each employee. You are a great help. Mr. T.

A If you haven't already, call in a technician from your finishing supplier and leave the details to him. If you disagree with anything, I will be glad to step in. I think it is imperative that you develop a solid relationship with your key suppliers. As for incentives, I am not in favor of one system fits all. I prefer rewarding the foremen based on exceeding production goals. If you are interested, please let me know.

Q The International Woodworking Fair is coming up. We are interested in a couple of things but it is hard for me to get away. Do you think I can get by talking to a few local distributors? Thanks a lot. Mr. H.

A You could if you are not interested in getting the most applicable equipment for your business. But I think you should make arrangements to attend the show to shop for the best deal not only in terms of price and capability, but training, spare part availability and so on. A couple days away won't kill you. In fact, sometimes its important to get away occasionally to gain a fresh perspective. I think you will profit greatly.

Q What is Bingo-Bango? Have you ever heard of it? Mr. S.

A It is slang for a poor grade of Mexican mahogany.

Q We are new when it comes to edgebanding. Up to recently, we always gluesized edges and did a good finishing job. Is wood banding necessary, or is the use of 3mm PVC OK? I guess there are others but I need your help. Thanks a lot. Mr. McW.

A I really think your product is versatile enough to go either direction, provided its look and price point are correct. Fortunately, a good number of edgebanders on the marketplace can work with all materials. Check out the 1998 Red Book for a quick review.

Q We have gone along for years doing our own design sketches for our top customers as you have suggested so many times in the past. I think we are at that stage where we need to consider working with one of the well-established furniture designers. How do we go about finding such a person? What do you say? Mr. T.

A If you know the general style you are after, scout some furniture showrooms and see what "hits" you. Your good dealer friends can also help you come up with some names. Other possibilities include contacting the American Society of Furniture Designers or even some of the top design colleges. Good luck in your search!

Q I am responsible for pricing our jobs. I am not certain that I am charging enough. Are there any books or classes on this? I look forward to your reply. Mr. W.

A Attached is the name of a business consultant, well schooled in this particular subject. Developing a good price is predicated on a great many variables including raw material costs, waste factors, productive labor, plant overhead and expected profit. Run your numbers by this gentleman I have recommended. Tell him, Jerry sent you.

Q We going to do six stairways of select white maple. To do what is required, we will need a laminated piece 6 inches wide - meaning we will have to glue three pieces into one. Will this glued-up piece check or crack? What glue should we use? What effect will sending the job to a dry climate cause? Please reply. Mr. P.

A Getting real white maple is a problem. Maintaining moisture content at 6.5 to 7 percent and a good glue job will prevent checking, etc. Of course, that moisture content must be kept in check throughout your operation. You may need a toner to achieve that white finish. If you have any doubts about the laminating process, I would suggest contacting a component specialist to do it for you. Be sure to call with any further questions.

Q We have profited enormously by following your advice, especially when it comes to working with one finishing material supplier and its technician. One thing I feel compelled to mention, though. Some sources think their sales people are technicians. In some cases, they are extremely knowledgeable, but not in all cases. All I can say is having the right man on your side can be extremely helpful. Thanks. Mr. H.

A I do believe a lot of readers are coming around to this sort of thinking. One must insist on a qualified technician, salesman or otherwise.

Q The day of the so-called impervious finish is coming. I know that there are some out there now. However, our source has not mentioned it. We would like to feature it soon. What do you suggest? Many thanks. Mr. W.

A Knowing that you are very satisfied with your technician and source, I would ask them why they have not broached this subject. I agree, its time has come.

Q Our cherry source insists on 7 to 8 percent moisture content. They feel that it loses at least 1 percent in the warm climates where we ship most of our products. Since we have had tittle trouble, is this to our advantage or not? Thanks. Mr. L.

A Although your source has a point, I do not agree that this should be a general practice for you. Stick to 6.5 percent to 7 percent as a target range. I would meter every incoming board.

Q We have a hotel job that calls for stairways that have 2-1/2-inch rails made of three pieces of white oak. In addition, the support bars must be made to look like they are part of the rail and the plies must not show. This is more tricky than you might think, at least it is for us. I told the purchasing agent that the answer is up to you. They have agreed that whatever you say goes. Our thanks. Mr. P.

A This comes up a lot. The only thing I can tell you is that working with oak is somewhat easier than woods like maple. First of all, the glue source should be clued in about the specifications to help choose the best glue. The squeezeout must be removed before hardening. I think that the base color should be done with stain toner, even if this means that a little grain is "lost" in the finish. The joint between the rail and the supports must have a flowing line in its design. An abrupt connection won't allow the one-piece effect.

Q We are aware that there are a number of heavy people today who would be more comfortable sitting in wider dining room chairs. We think developing such a line could be profitable. What do you think? Thanks for the great work. Mr. T.

A Talk to your top accounts and if they like the idea, then go for it. I surely can't see anything against it.

Q We have the opportunity to buy thousands of feet of what may be called "barn" wood. This material has been stacked for years. I inspected a great deal of it, mostly oak 3 to 5 inches thick. The boards are amazingly flat and I did not find any over 7 percent moisture content in the 100 or so I metered. We have a definite use for this and even if gauging the waste at 50 percent, we should come out OK. Do you agree? Any problems come to mind? Thanks for your reply. Mr. V.

A I would check the stacks furthest from the yard entry, if you have not done so already. If you are satisfied, then so am I.

Q We can get a deal on Brazilian peroba, a wood we used a tittle bit some time back. The boards that were sent to us as samples were just super, as I imagine all samples are. Any advice for us? Mr. E.

A You definitely cannot trust a few samples, unless your supplier is somebody you have worked with before and trust. If this is a great deal, then send someone down to check out the entire shipment. Also, you should know that peroba has been associated with dermatisis.

Q Since you have been so insistent about departmental meetings, we recently began holding them on a monthly basis. At first they were on our time. Then, when the foreman became involved, they were changed to company time. We expected the people that do all the talking would be heard the most, but I will say that when management began taking part, we started hearing some great ideas from people we rarely heard from. There is a big chance now that top management spends a lot of time in the plant and they help a lot at the meetings. Please keep up the good work. Mr. K.

A I appreciate your note and hope that the meetings continue to be productive, not only in coming up with ideas that increase productivity or cut costs, but that bring about a stronger employee-employer relationship.

Q We have a few machines that leave a lot of shavings and dust even though the dust exhaust system is very good. An employee comes around two or three times a day to sweep up these accumulations. There must be a better way to handle this. Correct? Thanks. Mr. C.

A Short of replacing these machines, you might consider putting a floor entry to the dust collection system. The operator simply opens the face cover and sweeps the shavings directly into it. Talk to your dust collection supplier.

Q According to the "Metz Rules," we are to meet every week or so and discuss department problems and opportunities. We have followed this and the other rules you have outlined, and I am happy to report that they have worked out great. My problem is that in these meetings, I have successfully persuaded management to adopt several changes. As a result, the foreman seems to have it "in" for me, and I am having a hard time. What do I do? Many thanks. Mr. O.

A I would begin by talking to your foreman. Is there a reason why he should be taking these changes for the better personally? Tell him nicely that you want to work things out between the two of you. If that does not work, then go to his boss. Petty jealousies should not be allowed to fester and create greater problems.

Q We try to follow your instructions on glue squeezeout removal, and we actually do it rather quickly. This leaves a dull mark in the finish. Maybe we are not doing this right. Thanks for all the great help. I await your reply. Mr. H.

A I would wait a bit and when the glue is nearly dry, use a small curved chisel for removal, being very careful to avoid scratches. Do a little experimenting and if you run into further problems, let me know.

Q We are using oak faces on our panels for a large job. The backs are oaks and other hardwoods. All components run between 6 and 7 percent moisture content. Can you tell us why we are getting some warpage? Thanks a lot. Mr. M.

A I don't even have to see the panels to know your problem. The backs can be reject grade, but they have to be the same species as the fronts in this case oak. It is tough enough to get good panels when balance is perfect. Do me a personal favor and over the Metz Rules once more.

RELATED ARTICLE: Fight or Flight?

Q I am in a very bad spot, having worked most of my career in a business that has just been sold. I am the general manager, so you can believe me when I say we did well before the sale. Now the new owners have put a "president" over me, who happens to be the son of a major shareholder. Sonny boy knows little or nothing about the furniture industry. I fear his cocky brand of "progressive thinking" and unwillingness to listen to suggestions from myself and others is going to send this long-solid company down the tubes. What do I do? Can you help me? Thanks. Mr. K.

A If you remain quiet, you will ultimately be in trouble if things go as sour as you predict. It seems to me that this is one of those times where you have to decide whether to stand the heat or get out of the kitchen. I assume you want to finish your career with this company. If so, then ask to attend the next board meeting and be ready to state your case based on your experience about why you think the company is on the path to ruin. Be strong and 100 percent truthful. If they are not willing to listen to the voice of experience, then you may have no other choice than to abandon ship. I wish you the best of luck.