Steelcase and Dealer are pleased to provide you with a specialized level of care and attention by offering our Premier Experience program.

Designed specifically for projects that are large, complex and fast-moving, the Premier Experience adds extra oversight to ensure we meet your schedule requirements and you enjoy a great customer experience.

We’ll establish a project strategy to effectively execute each stage:

  • Order Entry
  • Specials
  • Order Management
  • Manufacturing
  • Logistics
  • Delivery
  • Installation

Tailored Service Level

Identify the right resources

Use Agile and lean methodologies

Provide strict oversight of operational aspects posing risks or challenges

Prioritize and address “mission critical” items

Partnership Advantages

Create synergy from bid to punch between Steelcase, you and the dealer by defining roles, responsibilities, goals and KPI’s

Use “lessons learned” to continuously improve both our processes

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A Dedicated, Integrated Team to Ensure Success

After an initial evaluation, a team is assigned to provide strict oversight of the operational aspects of your project.

Depending on your needs, the team could consist of a:

  • Customer Experience Project Manager
  • Order Fulfillment Consultant
  • Order Fulfillment Project Manager
  • Logistics Coordinator
  • Field Quality Project Manager
  • Specials Coordinator
  • Plant Quality Manager

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Premier Experience Team Roles

Customer Experience Project Manager

Leads the project team and:

  • Drives risk mitigation and contingency planning
  • Assigns clear roles and responsibilities for team members
  • Serves as single point of contact for project execution and issue resolution
  • Conducts internal meetings
  • Drives corrective action
  • Reviews specifications and floorplans before project starts
  • Ensures orders are inspected throughout manufacturing process to ensure quality
  • Visits the site during installation to expedite problem resolution and provide installation support
  • Support fumble recovery for damages or replacements

Order Fulfillment Consultant

  • Serve as single point of contact for project execution and issue resolution across operations
  • Partner with dealer bid- punch to manage project schedule through reservations, delivery planning tool and automated delivery report
  • Manage project changes or delays
  • Support fumble recovery for damages or replacements

Order Fulfillment Project Manager

  • Partner with dealer bid- punch to manage project schedule through reservations, delivery planning tool and automated delivery report.
  • Develop contingency plans to manage project changes or delays
  • Conduct weekly calls to address any current or potential issues with product orders
  • Serve as single point of contact for project execution and issue resolution across operations

Logistics Coordinator

  • Helps define the logistic requirements for delivery
  • Performs site review to ensure successful delivery
  • Collaborating with our logistics team to develop and execute the game plan to achieve those requirements
  • Monitoring execution through live delivery tracking

Field Quality Project Manager

  • Reviews specifications and floor plans before the project starts
  • Ensures that Steelcase quality standards are strictly adhered to
  • Visits the site during installation to help expedite problem resolution and provide installation support as needed
  • Supports fumble recovery for damages or replacements

Specials Coordinator

If your project requires custom-made products
(“specials”), the specials coordinator will ensure:

  • Quotes are completed on time
  • Quality requirements are met
  • All specials seamlessly integrate with other Steelcase products
  • Design is reviewed

Plant Quality Manager

Within Steelcase manufacturing facilities, the plant quality
manager adds an extra layer of quality control by ensuring:

  • Every product leaving the plant meets our quality standards
  • All required inspections are performed
  • All specials seamlessly integrate with other Steelcase products
  • All Premier Experience products receive a special “QA-PP” marking that ensures the product was visually reviewed approved by the plant’s zone leader or quality engineer for that product.