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Customer-specific solutions co- designed with customers, designers and dealers Insights into revolutionary design concepts by exposure to prototype products Sketches, computer -generated renderings, and mock -ups of special or custom products Innovative application ideas to make your company run more efficiently Computer generated animated fly - through of potential work spaces Beyond Products • Understanding now you work Steelcese Wood Furniture stands apart from its competitors because of the knowledge built into its many products and services. As students of the workplace, Steelcase, Inc. never stops gathering Information about how people work: their procedures and processes; and how they interact with technology, their environment and one another. During the past five yeare, Steetcase has spent 5300 million on Research and Development- -over doable the amount spent by its nearest competitor. The ROI on this investment has been tremendous, Since 1996, the company won more than 136 design and utility patents --more than the rest of its major competitors combined. Overall, the Slevitate goal Is to develop product innovations that support work patterns, add comfort and help people be more effective at what they do. To move toward this goal, the company employe a variety of tactics: Working doely with social scientists, universities, and 'think tanks" to better understand how work gets done and anticipate what's likely to happen in work environments Canducring research with colleagues at IDEO, who are widely regarded as the world's preeminent product design specialists Testing new designs and ideas with the people who work In their own corporate office environments Using video ethnography and anthropological techniques to spot the latent needs of office workers Steeicase W ocd Fumiture believes strongly in the value of Research and Development because it translates into'knpwledge" or intellectual capital. Product innovations, outcomes of this commitment to teeming, contribute demonstrably to better business results for its customers. What Quality means to us • Steeicase wood quality Steelcase Wood Furniture's leadership position in the office furniture industry is dependent upon its ability to keep customers satisfied --no matter what the size of their business, or where In the world they are located. The company prides Itself on Its strong, long -term customer relationships, which have resulted In a large base of installed product. Guaranteeing customer satisfaction requires a focus on quality throughout product design, development, manufacturing, sales, distribution, and service processes. Steelcase Wood Furniture's dedication to quality Is embodied in its mission statement: - To ensure that our customers are fully satisfied with the products and services they receive, Further, Steelcase products must De functionally sound and sate, aesthetically pleasing, and meet the specified needs and expectations of our customers." To monitor its success in meeting this mission, Steelcase Wood Furniture has established the Dashboard Concept. watch tracks performance measures in four areas: quality, people, speed -to- market and cost. In 1999, the company's success in using this system was acknowledged when it won the Michigan Quality Leadership Award. The groundwork for this award was laid when Steelcase first met the stringent requirements of ISO 9001 international quality management system. This standard continues to guide the company's quality systems. But delivering quality means much more than winning awards. It also means providing something tangible that customers can count on. The Steeicase lifetime warranty virtually guarantees trouble -free performance. How We Protect the Environment- Our Philosophy Steelcase has a long history as an environmentally responsible corporate citizen. In fact, one of our corporate core values is to protect the environment. The company adheres to these eight environmental principles: • Business decisions are always made considering the environment. Ali company operations are conducted to protect the environment and the health of our employees, neighbors, and clients. • Environmental considerations are a priority in our product development process. Environmental and employee - health protection Mil be Integrated at ail levals of business decision - making. /!b aliPJ fiNwnt'nl nn -n -6nN fine, n'm nun 1 clnnnn.0 e „n TO moon •6n 11100