NBS ORDER FULFILLMENT PROCESS

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2 Workplace Specialist Initial Sales Call Workplace Specialist Workplace Specialist Open and create Project Folder (project type order), complete each tab with appropriate information Workplace Specialist or as it relates to project; Via Hedberg Messenger type (PROJF) send message to Creative Director or Interior Designer contact at satellite locations for designer assignment. Should a labor quote and/or audit need only be completed, print the audit and/or labor "tab" screen within Project Folders and attach with quote, dwgs etc., and place into appropriate area for PM and/or Certified Auditor to complete. Upon completion Sales will receive a message via Hedberg Messenger/ Outlook that the task requested has been completed. * If customer account has been preassigned to a Designer, send PROJF to assigned Designer not to Creative Director. * Should a Designer be involved in the initial customer meeting with Workplace Specialist then the Designer will create the initial Project Folder within Hedberg. Creative Director Open Project Folder and assesses "Scope" tab for Project Scope & Requirements Creative Director/Designer If a marketing call is necessary, the Creative Director /or Designer and the Workplace Specialist will meet with the client to determine the project scope and put forth a design estimate and proposal. Should Project Management be required, this will be requested via PF so this can be incorporated into the Design Proposal Creative Director Reviews "Scope" in Project Folders on non-assigned account projects Creative Director 1. assigned Designer accordingly Workplace Specialist Approval Of The Signed Proposal Workplace Specialist 1. If a new client, new customer set up is required in Hedberg CEC Creative Director 2. If the project scope is pre-determined by the Workplace Specialist, then the project will be Interior Designer assigned a Project Number and a Designer within 24 hours of PF received by the Creative Director Workplace Specialist Project Turnover Meeting to Establish Clear Project Expectations & Define Roles & Time Lines Interior Designer Interior Designer Review PF assignments to gather necessary information as it relates to scope of work. Continue to add and maintain any necessary information within PF relating to project orders Saving any documents accordingly per PF Protocols Interior Designer Conduct Field Measurement / Verify Conditions And Completes Product Inventory If Necessary Interior Designer Interior Designer Initiate Customer Meeting To Gather Programming Information And Work-setting Requirements Interior Designer Interior Designer Produce Schematic Design Concept Based On Field Conditions & Programming Information Interior Designer Workplace Specialist Determine Product Application And Develop Project Budget Interior Designer Interior Designer Select Interior Finishes, Colors And Materials Interior Designer

3 Interior Designer Produce Preliminary CAP or Smart Tools Specifications For Budget Purposes into Hedberg quotation Interior Designer Workplace Specialist as directed by Account Executive as per SIF Process outline as needed, othewise Workplace Specialist to do SIF Workplace Specialist Review Schematic Design / Preliminary Furniture Plans, Finish Selections & Budgets With Client Interior Designer Interior Designer Coordinate Revisions To Schematic Design / Preliminary Specifications To Refine The Overall Interior Designer Project Drawings And Selections Interior Designer Revisions Per Client Request, Converts Adjusted Specification to SIF via Hedberg Quotation Interior Designer Account Executive or Sales to SIF revised spec's into Hedberg Interior Designer Special Engineering Request from manufacturers for non-standard products Interior Designer Account Executive Audit Hedberg Pre-quote from Specifications (If Requested) Within 48 Hours Of Receipt as Project Certified Auditor Interior Designer Folder dictates Account Executive Discretion As OFP criteria dictates Workplace Specialist Project Labor Estimation (with NBS Project Management) as outlined in Project Folders Project Mgr. Interior Designer Furniture Installation ** break out labor lines - taxable versus non taxable per new "labor tax" process. Miscellaneous Services (Electrostatic Painting, Electricians, Project Management, Etc.) Interior Designer Revisions per client request converts adjusted specification to SIF file / or quote Interior Designer Workplace Specialist Final Client Presentation Workplace Specialist 1. Review and sign-off of final quote 2. Review and sign-off of final floor plan, specification and finish board Interior Designer Upon Sign-off Quote, Floor-plan and Finishes, The Designer will submit the above information Interior Designer to the Certified Auditor, for Pre-Order Audit Per The Following Conditions 1. One or more workstations (Newr Existing/Reconfigure) 2. $10,000 list or more 3. All Mock-ups *Designer may participate in the Audit. *Design computer generated drawing required for All (1 or more workstations, reconfig, freestanding)

4 Interior Designer Pre-order Audit Within 48 Hours Of Receipt (One/more workstations / $10,000 list / more / mock-ups) Certified Auditor Determine if a Project Manager is required after reviewing the following guidelines: 1. Approximately 20 stations or more 2. Size of reconfiguration 3. Location moves 4. Cities requiring permits 5. Building conditions Certified Auditor/PM Review and input information within PF Audit/Labor Tabs Certified Auditor Modify specifications from audit in Hedberg Quote AND update Drawings prior to completion of Certified Auditor / Install Docs Interior Designer Forward Audit Information To Workplace Specialist via Project Folder using message type PFUPD (Project Folder Update) outlining results of the audit. Final Audit Completed - Certified Auditor to send Hedberg Messenger type (AUDIT) message via PF which dictates "FINAL AUDIT STAMP". Forward project to the Director of Operation for PM Assignment if needed If Project Management is assigned: Project Manager Review prints and specifications Project Manager Assist developing project time line Assist determining resources required Furniture installation labor ( NBS / Rose) Miscellaneous Services (Electrostatic Painting, Electricians, Move Management, Etc.) Workplace Specialist Update Current CDA Information In Hedberg as required to dictate pricing structure Workplace Specialist New CDA for customers into Hedberg at time of quoting. Sales visit The Village site to retreive CDA. Workplace Specialist Orders that have a Project Folder Created; Sales to send CEC message via PF using message type "ORDER". This is the trigger to CEC that order is ready to go. CEC to then review PF for all necessary information required for accurate order placement. Workplace Specialist Workplace Specialist Sales Order Worksheet Form (Completed) Workplace Specialist 1. White Order Worksheet - one page PDF now available to complete at order placement (non Project Folder orders) 2. Use of Signature Template Workplace Specialist If leased The Following Information is Required: CEC 1. Sold to address is changed to the Lease Company using customer's actual customer number 2. Ship to is the Customer Address 3. Delivery release notification form to Accounts Receivable Workplace Specialist If Mock-up, the Mock-up Form / The Village must be completed and ed to the Steelcase Workplace Specialist/CEC Dealer Representative with assistance from CEC

5 Workplace Specialist Standard Information To Be Included at time of Order Placement- Entered in PF if Project Order Workplace Specialist 1. Ship to address to include: Room/Suite #s, Floor, Department etc. 2. Telephone Number(s)- contact office and/or cell; alternate contact phone numbers 3. Contact Name(s) - ADD from Contact Data Base, if new, ADD as new contact 4. Check any special pricing quotes that are being used & provided to CEC at time of order placement 5. Note how product is shipping per vendor a. Regular / Express 12 b. Drop / Direct /NBS Warehouse / Outside Vendor Warehouse 6. Provide Hedberg quote that has been Auto Priced 7. Labor - Provide labor quote from PM a. (T&M) Time and Materials w/ T&M truck charge *A sell per hour must be established *Operations will track time and materials on paperwork for billing purposes b. Load (Percentage or Piece Cost - reference NBS Cost Labor Cost document *Must be entered at the time of order entry c. Lot (Quote by NBS or Outside Vendor) d. Labor lines- taxable and/or non taxable labor lines to quote per new "labor tax" process rolled out *If outside labor is being used a Purchase Order must be issued 8. Customer Request Dates must be provided by Sales at time of order placement a. Special scheduling requests of orders must be coordinated through the CEC CEC 9. Spiff Programs NOTES: *Do not change "Sold To" address on orders. Site I.D.#'s will not match when orders are sent to Steelcase. *No changes to Express orders Workplace Specialist Purchase Order, Signed Quote, approval or Management Sign Off Workplace Specialist/CEC Sales to secure a customer hard copy po and/or po# at order placement. MUST be provided before order invoices to eliminate any possible a/r issues; Customer signed quotation or approval authorization for order placement. NO Verbals. Documents to be saved within PF for access by CEC at time of order placement. Workplace Specialist Deposit Workplace Specialist/CEC 1. For new customers 2. Orders that do not contain an agreement 3. All C.O.D. accounts must be PAID IN FULL or APPROVED BY MANAGEMENT prior to order placement. Workplace Specialist Signed Terms and Conditions Workplace Specialist/CEC 1. ALL First time customer orders - Order will be put on HOLD until signed T&C's is on file with Acctg. 2. New Customers -T & C must be signed for all new customers and must be updated for customers who have not placed an order within last 12 months. 3. Completed Commercial Credit Application 4. Tax exempt certificate (if customer is tax exempt)

6 Workplace Specialist Customer Change Form For The Following Information Is Required By Accounts Receivable Workplace Specialist/CEC 1. Address 2. Telephone 3. Contact 4. Name of Company Workplace Specialist/CEC Vendor Add/Change Form Submitted To Accounts Payable - Prior to Order Placement Accounts Payable CEC Convert Quote to Order CEC Access Project Folder for anyinformation and/or documents relating to order being placed 1. Make sure quote has been autopriced if applicable CEC Verify All Header Information CEC 1. Customer Name & Contacts 2. Workplace Specialist ID 3. Customer Purchase Order Number, Signed Quote, approval, Mgmt Approval and Date 4. Site I.D. # a. Make sure Site I.D.# is for Sold To Only b. Advise Accounting they will update Hedberg master accordingly c. Do not change Sold To address on orders. Site I.D.#'s will not match when orders are sent to Steelcase. 5. Tax Code 6. Sold To Information 7. Ship To Information (Make sure the correct contact name and telephone number is on the order.) 8. Add all necessary customer contacts to order as well as any internal contacts for My Hedberg Views CEC Select Processing Codes CEC 1. D1 - Direct Ship ( installation crew meets truck to unload and install) 2. D4 - Drop Ship (mfg to customer, no installation required) 3. W1 - Warehouse Ship - Correct NBS Warehouse Location or outside warehouse location 4. SO - Labor or Service CEC Convert Quote to Order with PO's to Vendors including the following instructions CEC 1. Carrier contact 2. Questions? Call X 3. Shipping To Contact a. Drop Ship (CEC or Customer) b. Direct Ship (CEC or PM) c. NBS/Rose Warehouse Receiving Department Contact d. Outside Warehouse (Contact Name) 4. Call 24 to 48 Hours Before Delivery to schedule receipt of product 5. If Warranty a. Type the information in Steelcase Purchase Order Instructions - LASER Process to be followed

7 CEC Input Delivery Ticket Instruction CEC 1. Note if NBS or outside vendor is doing the work 2. Special instructions that installers/service tech's may need to know prior to or arriving at jobsite. 3. Sales / CEC team noted on the delivery ticket. Also Designer and Project Manager if applicable. 4. Note any special instruction for installation crew at time of install - time, equip, etc. 5. List manpower requirement for scheduler to reference (ie: 4) as noted on labor quote or tab in PF CEC Print Purchase Order 1. Review Purchase Order as necessary before sending to vendors accordingly 2. Make sure there are no P.O. Boxes 3. Network Orders - product is shipping to Network Dealer's warehouse (Verify Address) CEC Fax Or EDI Purchase Order CEC 1. EDI Processing via network daily by each CEC 2. Follow up with vendor on ed or faxed po to confirm receipt of order. 3. Network Orders - send via or fax with other necessary documents for installation. CEC NBS Order Thank You - automatic triggered at time of order release CEC 1. Advises customer order has been placec. 2. Advises them who to call with questions - CEC/Workplace Specialist with phone numbers CEC Create Order Folder - scan, attach any order documents provided CEC 1. Take any quote folder contents into order job folder 2. Take any documents from PF and save within order folder created CEC Send message via Project Folders to Design using message type "DRWGS". Install docs to be created. CEC Interior Designer 1. Install docs to be created by Design, attach to Order Folder and print copies for installation source Interior Designer CEC Update Hedberg accordingly with Order Acknowledgment information CEC 1. Customer Request Date - move out if acknowledgements dictates, advise & updated PF if needed 2. Resolve and advise of any pricing discrepancies on product, fgt., etc. 3. Attach acknowledgment documents to order folder in Hedberg. 4. Send "acknowledgment" /fax template to customer indicating product arrival and estimate delivery 5. Update Hedberg 'soft scheduler" accordingly Interior Designer Produce Installation Documents/attached to FILES tab in Hedberg order; (3) folded copies To Scheduler Interior Designer 1. (10) Working days completion - Standard lead time 2. (5) Working days completion - Quick Ship type orders 3. (2) Working days completion - Rental orders 4. Installation documents will include the following as per thef "Design Standards" *Tagged panel and electrical plan *Tagged component plan *Isometrics, as necessary *Dimensions and notes as needed to support proper installation instructions

8 CEC Soft Scheduling of all orders at order placement or at time of order ack by vendors CEC 1. Using "wk of" unless FIRM date is required, then enter appropriately. 2. sent to scheduler automatically upon "soft scheduling" 3. Special scheduling request may required an to Scheduler at time of order placement or ack of order. 4. Enter man power requirements at time of soft schedule to assist scheduler Scheduler File NBSOrders/ Projects By Date Scheduler 1. Enter prescheduled / FIRM dates in Hedberg Scheduler 2. Projects on hold; enters HOLD date in Hedberg Scheduler (01/01/2001) 3. PF or order files look up to answer any labor source type questions relating to order being scheduled. Scheduler Assign Activities To Crew Leaders As Necessary Crew Leader 1. Verify and monitor site conditions 2. Building and product interface 3. Attend preinstall meetings 4. Client interface AS NEEDED 5. Attend contractor meetings 6. Punch-list support 7. Assist in"change of Scope" plans and quotes Project Manager Secure appropriate permits for NBS labor Project Manager Interior Designer Shall Participate In or call for a Pre-installation Meetings As Necessary Design, WPS, PM Rose Account Executive "Soft Schedule" labor and equipment with Rose Support Rose Account Executive CEC / Customer Receives Drop Ship Receiving Calls CEC / Customer CEC/Project Manager Receives Direct Ship Receiving Calls CEC / PM Warehouse (NBS / Rose) Receives RDI Warehouse Receiving Calls 24 to 48 hours in advance Warehouse (NBS / Rose) Warehouse (NBS / Rose) Truck Arrival Warehouse (NBS / Rose) 1.Verify Bill Of Lading a. NBS Shipment b. Correct Address 2. Verify the piece count with the Bill of Lading and Packing Slip 3. Note discrepancies on the Bill of Lading before the truck departs (Freight Claims) 4. Received product into Hedberg using automated receiving (scanner) or manually within 24 hours 5. Notify Scheduler and CEC of any product not able to receive into Hedberg and any freight damages or shortages 6. Locate product with-in the warehouse in aisles designated A through Z 7. Complete the appropriate colored Receiving Locator Tags and tape on to product 8. Indicates aisle A through Z on the packing slip 9. File paperwork in the warehouse office according to date received

9 Warehouse NBS/Rose Notify CEC of any freight damage and forward appropriate documentation (BOL, Discrepancies,etc) Scheduler Print Delivery Tickets - Every Day Scheduler Separate and distribute Delivery Tickets Accordingly; given to appropriate installation crew, or others as directed. ** Flexible Scheduling Process - to be used daily as needed per process roll out. Scheduler/Rose Assemble NBS Delivery Packages Scheduler 1. Delivery Tickets - of ALL product to be delivered on that day and location 2. Installation documents 3. Misc. information asked to be given to Crew Leader/Service Tech by others Scheduler/Rose Confirm Delivery Date - Use of Scheduling and/or Phone call to Customer Scheduler Use of automatic "hard schedule" to customers where addresses are provided 1. Ask to speak to contact and/or send scheduling to contact 2. Introduce yourself and explain why you are calling 3. Follow Scheduling "Check List" of questions to ask 4. Confirm address, rm/ste/flr, contact name/alternate contact, phone number(s) 5. Create Truck Log with days route - indicating any "special" requests, times etc., Scheduler Forward Delivery Ticket Package To Crew Leader - Place in proper tray in mailroom Scheduler Crew Leader Review delivery packets and direct any questions to the appropriate disciplines Crew Leader Pull and load product for delivery the day before install as designed on delivery tickets provided by Crew Leader w/crew Scheduler 1. Verify ALL product is pulled as per paperwork given by Scheduler, any issues, address before going to job site should not have product or see something not on paperwork located in warehouse. Accounts Payable Cost Verify And Pay Vendor Invoices Accounts Payable Accounts Payable Forward to CEC's Any Discrepancies On Invoices Compared To NBS Purchase Order for approval Accounts Payable via as new LEAN process dictates CEC Resolve Discrepancies On Vendor Invoices and advise Accounts Payable ok to pay or other action CEC Interior Designer Shall Visit The Job Site During Installation (minimum 1 time) For Projects Interior Designer 1. Of (5) workstations or more (New or Existing) 2. All reconfigurations 3. Any project that is fee paid design Crew Leader Install Product Per Mfg. Specification & Installation documents received from design or customer Crew Leader

10 Crew Leader Fill out all necessary paperwork and forward to the appropriate CEC the day after the install Crew Leader 1. Change of Work Order Forms 2. Survey Card - Leave with customer to complete and mail to NBS. 3. NBS Punch-list with Pictures (pictures to be to CEC from Crew Leader/Serv Tech's) 4. Delivery Ticket Sign-off 5. Returned Goods Forms 6. Installation documents (if applicable) CEC Review And Process Returned Paperwork CEC 1. Update Delivery Tickets in Hedberg 2. Review and complete process for Punch (OIM)/Warranty/RGF/ as outlined in OFP 3. Review order for completion in Hedberg 4. Invoice Customer - partial or complete Accounting Distribute Aging To The Account Executive Accounting A/R Collections CEC 1. Makes contact with payables department or customer contact on all invoices current, 45 and 60 CEC days to obtain promised payment date - follow A/R Process outlined 2. If customer has performance satisfaction issues relating to non-payment, CEC to review issues with A/E CEC for assistance and/or follow up. CEC 3. Particpate in bi-weekly A/R Blitz to keep a/r's current and to discovering any issues early on should customer not be paying on invoice(s) due. Workplace Specialist 4. As required, make contact with customer a/p dept for invoices older than 60 Workplace Specialist 5. Make sppropriate follow up notes with the a/r module in Hedberg. CFO/Principal Meet with Account Executives on receivables over 90 days to review all activity relating to non-payment CFO/Principal and take all necessary steps to secure payment as needed. Interior Designer Archive Project To "Closed" File Storage With-in The Department (6) Months After The Project Interior Designer Is Completed CEC Close Out Hedberg Order Folders by sending to scanning company CEC Close out Project Folder by selecting date on general tab in Project Folders ROSE PROCESS ROSE PROCESS ROSE PROCESS Rose Print Delivery Tickets for order for their appropriate warehouse locations. Rose Call customers to confirm delivery/installation day & time as scheduler requirements Rose Account Executive Forward Delivery Package To Rose Support Rose Account Executive Rose Support Coordinate Labor, Equipment, Vehicle, Update NBS Hedberg Scheduler Rose Support Rose Support Forward Delivery Package To Rose Crew Leader Rose Support

11 Rose Crew Leader Review Delivery Tickets (Questions Directed To Rose Account Executive) Rose Crew Leader Rose Crew Leader Install Product Per NBS Installation Guidelines Rose Crew Leader 1. Change of Order Forms 2. Client Walk-Through 3. NBS Punch-list 4. Delivery Ticket Sign-Off 5. Returned Goods Forms Rose Crew Leader Forward All NBS Paperwork To The Rose Support for Rose Business Process Rose Crew Leader Rose Support Forward All NBS Paperwork To Rose Account Executive Rose Suport 1. Punch Paperwork/Pictures to be ed to appropriate NBS CEC as soon as received by Rose support 2. NBS CEC to complete punch process as outlined to NBS process as noted above. 3. Rose Draft Invoice to be included with paperwork Rose Account Executive Review and forward all signed NBS paperwork to the appropriate NBS CEC for order Rose Account Executive close out (see NBS process) S;/CEC/PROCESSED/!CEC UPDATE PROCESSES/OFP GENERAL INFORMATION/OPF 2012