DELIVERY HANDBOOK

(Revised February 2013) Updates will be made annually

This material Copyright © 2013 American Woodmark®

All Rights Reserved

TABLE OF CONTENTS

Page Welcome 3

AWC Logistics Vision 4

AWC Major Brands 5

Contact Listing 6-8

Handling, Staging, Loading, Delivery 9

Delivery Agent Location Audit 10

Paperwork 11-29

Miscellaneous Information 30

Product Labeling 31

Stacking Code 32-33

Backorders 34

Deliveries 35

Home Center (Retail) Delivery 36

Delivery – Dealer/Distributor 37

Home Center Home Delivery 38-39

WayPoint Delivery 40-41

WayPoint Solution Center Delivery & Installation 42-46

WayPoint 1st Impression 47-49

Builder Jobsite Delivery 50-51

Return Authorization 52-53

Return Authorization Bill of Lading 54-55

Returning Product to AWC 56

Technology 57-62

Location Scorecards 63

Delivery to Schedule Plan Report 64

Quarterly Inventory Letter 65-66

Delivery Profiles 67

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WORKING TOGETHER AS ONE

To Our Delivery Agents,

I would like to welcome you to our organization.

American Woodmark Corporation (AWC) manufactures high quality kitchen and bath cabinetry for the new construction and remodel markets. Our mission is to be the total quality leader of the cabinet industry. We are proud of our cabinetry; however, we recognize that manufacturing is only part of the job of meeting our customers’ expectations. The quality of the delivery is equally as important and our objective is to get our product to the customers complete, on time and damage-free on a consistent basis with respect for the customer. With your help, we expect to make the delivery process a pleasant experience for every customer and consumer.

As an extension of the AWC family, you are American Woodmark to our customers and consumers. To help minimize errors and misunderstandings, we have developed the following guidelines to help you handle our product. The Delivery Handbook© provides our delivery agents with as much information as possible regarding the handling, transportation and documentation of our product. These guidelines should furnish the tools needed to manage the delivery transaction.

Our experience tells us that that communication is the key to success. As such, communicating with

each other clearly, concisely, completely, honestly and expeditiously is critical. Again, welcome, and I look forward to a meaningful long-term relationship.

Sincerely,

Travis Wyckoff Corporate Distribution Manager

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MAJOR BRAND NAMES SHIPPED BY AMERICAN WOODMARK

Our American Woodmark™ brand, which includes an extensive collection of coordinated moldings and accessories, can be found exclusively at The Home Depot. American Woodmark's Designer Choice Collection at The Home Depot offers a broad product line with furniture-like features to meet an array of home decorating styles and trends. All cabinetry comes with

American Woodmark’s TuffTech® and BeautyGuard® finishes to resist scuffs, scratches, fading and moisture.

Our Shenandoah Cabinetry® brand is available exclusively at Lowe's. Offered in 50 different style and finish combinations,

Shenandoah makes cabinetry more affordable with a quality look that holds up over time. All cabinetry comes with American

Woodmark’s TuffTech® and BeautyGuard® finishes to resist scuffs, scratches, fading and moisture.

Our Potomac® cabinetry is sold nationwide at Lowe's. Potomac® cabinetry is a reasonably priced way to add quality

craftsmanship to your project. Available in 6 different styles and finish options, its versatility also makes it an excellent choice for bathrooms, laundry rooms, garages and storage areas. All cabinetry comes with American Woodmark’s Consumer Lifetime

Limited Warranty.

Our Timberlake® cabinetry brand is sold to major home builders through a network of builder service centers and to

independent dealers and distributors. With more than 156 cabinet styles and a full array of coordinating moldings and

accessories, Timberlake combines style and affordability with an unmatched service platform. Timberlake's premier lines,

Portfolio® and Portfolio Select®, deliver a full range of styles and upgrade options that make customizing easy. Value-Built by Timberlake® offers well-crafted, fashionable cabinets for the more budget-conscious consumer. All cabinetry comes

with American Woodmark’s TuffTech® and BeautyGuard® finishes to resist scuffs, scratches, fading and moisture.

Waypoint Living Spaces® goes beyond delivering high quality cabinetry for remodels. We work closely with the Kitchen & Bath Specialists selected to carry Waypoint® to ensure satisfaction throughout the entire remodel process. We offer a wide variety of door styles, finishes, decorative accents, and functional accessories allowing consumers to get exactly what they have in mind. All cabinetry comes with TuffTech® and BeautyGuard® finishes to resist scuffs, scratches, fading and moisture. Waypoint® also provides continuous support to the Kitchen & Bath Specialists with our dedicated Partner Team and proprietary Delivery Service using shielding runners, floor protection and extra care to the consumer’s home assisting in a smooth and rewarding remodel to enjoy for years to come!

Contacts:

American Woodmark Logistics 170 Dawson Drive

Winchester VA 22602 Mailing: PO Box 1980

Winchester VA 22604-8090 800.388.2483

Fax - 540.665.9351 Travis Wyckoff Corporate Distribution Manager twyckoff@woodmark.com Cell: 303.287.8162

Debra Green – Distribution Administrator

540.665.9309 / dgreen@woodmark.com

Regional Distribution Services Managers(RDSM)

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Chris Shipley - Senior RDSM

cshipley@woodmark.com Cell: 303.901.7787

Jeff Kitchings – Senior RDSM jkitchings@woodmark.com Cell: 770.855.2497

Mike Filicko - RDSM mfilicko@woodmark.com Cell: 216.288.5650

Julie Bauserman - RDSM jbauserman@woodmark.com Cell: 540.533.5174

Ned Cone

Regional Logistics Manager – Quality ncone@woomark.com Cell: 404-217-4954

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Logistics Support 1.800.677.8182

CustomerService-LogisticsSupport-AmericanWoodmark@woodmark.com. customerservice-research-timberlake@woodmark.com

Freight Payment Sherri Simpson

ssimpson@woodmark.com 540.665.9194

Billing Address: Williams and Associates

405 East 78th Street Bloomington, MN 55420

Corporate Transportation transportation@woodmark.com

540.665.9220

Technical and EDI Feed Herb Bonner

Technical Manager hbonner@woodmark.com

540.665.9197

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HANDLING, STAGING, LOADING & AND DELIVERY AWC has developed a group of specifications for handling our product so that it is received, staged, loaded and delivered complete and damage free to the end customer. These specs have been tested and are reviewed annually to make certain they are current and applicable for any new product. Listed below are all components related to the HSLD specs. The complete documents are located in the Portal. HSLD Specifications – The document that details all specs HSLD CBT Training – The training created from the HSLD specs for our carriers to use when training their material handlers HSLD Test – The test to be given to all material handlers after they have completed the HSLD Spec training HSLD Competency checklist – The form used, after training and testing, for hands-on demonstration of the HSLD specs Best Practices – The Best Practices document includes the practices that have been determined by the carriers to help deliver complete & damage free product. HSLD Rules – The short version of the HSLD specs which can be posted in your warehouse or given to delivery teams

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DELIVERY AGENT LOCATION AUDIT Auditing is a regular part of the AWC delivery program. These audits may be on-site or self as determined by a master schedule. Audits serve the mutual interest of both parties. They are an excellent way to highlight good performance and to identify discrepancies or failures in the process. AWC and the parent/4PL will perform on-site audits per a coordinated schedule which is set annually by the 4PL. The on-site audit of your location will occur during a 2-3 day period and every attempt will be made to minimize interference with your daily routines. These items are observed or reviewed during an on-site audit:

• Unloading and handling of the product • Storage of product in the warehouse • Outbound loading of the product • Audits of one or more deliveries • Administrative processes • Scorecard review • Review of operational process (I.E., profiles, location information, etc.

Self audits are required monthly unless an on-site audit is scheduled. The content of these audits will vary month to month as determined by the parent/4PL. The self audit format is set on a quarterly basis.

• Loading audits on all material handlers due 3 times a quarter • Delivery audits on all delivery teams due 1 time a quarter • Full receiving, warehouse and admin audits 1 time a quarter

These audits will be reviewed with you on a prescheduled conference call by your RDSM and a program manager from the parent/4PL. There will also be a review of your scorecard during this call.

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PAPERWORK

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LOAD DELIVERY FEEDBACK INPUT FORM

The load feedback form was created for the carrier to give the plant feedback on load conditions and loading spec failures. The form also documents any damages, shortages or overages. It is designed to send feedback on multiple loads so it can be sent weekly.

1. Load date – date the load was received

2. Manifest – manifest number for the load

3. Cell – the cell that produced the load

4. Total cabinets – amount of cabinets on the load

5. Number of cabinets out of sequence – amount of cabinets loaded out of sequence according to the spec

6. Last kitchen perfect (LOFO) – was the last order loaded complete?

7. Stacking codes – were all ABCTS stacking codes to spec?

8. Arrows up – were all cabinets loaded arrows up, per the spec?

9. UT/OV secured – note if all UT/OV cabinets were loaded to spec

10. Load by order – were all orders loaded in sequence?

11. Label out – all labels except those noted in the spec should be visible while unloading

12. Small parts/glass secure – are small parts loaded correctly and parts boxes with glass loaded on end?

13. Paneling/molding secure – is paneling loaded against the side of the trailer and is molding secured per spec?

14. No gap over 6” – if there are large gaps between cabinets have air bags been used to fill?

15. Load secure – are there load locks or straps in place and are they secure? Comments: Any section scoring a ‘0’ should have a comment noting the reason. Damages, shortages and overages should be noted here. Pictures should be included for any damaged product.

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SEQUENCING/LOFO OF THE STEM LOADS

AWC sends stem loads that should be sequenced for processing. This applies to all inbound loads. Sequencing applies to all items (cabinets, parts, parts boxes, molding). When the trucks do not follow the below layout please make sure this is noted on the Load Feedback form.

o In-sequence: Items are in-sequence when they are contained within the order group or are located no more than two rows toward the tail of the trailer from the order group.

o Out-of-sequence: Items are out-of sequence when they are located beyond two rows of the order group toward the tail of the trailer.

Unacceptable: a) More than 5 out-of-sequence items on a truck. b) Any items loaded beyond one row of the order group toward the nose of the trailer. c) Out-of-Sequence items located behind (toward the tail) the last full kitchen.

d)Any out-of sequence items associated with the last full kitchen order.

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SEQUENCING/LOFO OF THE STEM LOADS (CONTINUED)

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Inbound Receiving Report

American Woodmark makes every effort to provide advance notice of your inbound deliveries. Six business days prior to the ship date, this information will automatically be transmitted to you via email. This should help you plan your workload based on the number of trailers and amount of product being received. On the inbound detail report, you will be able to see inbound deliveries up to 8 days out. Please note that these dates are only an estimate due to changes in production schedules and cancellations.

The following information is included on the detail reports:

1. Group: Point where product is being shipped to for distribution

2. Manifest (BOL): The bill of lading number AWC has assigned for the distribution points listed

3. Comments: Comments include, but are not limited to delivery date and time

4. Distribution City: Manifests final destination; breakouts will be visible

5. Planned Ship: The date the product is scheduled to leave the manufacturing facility

6. Ship From: The manufacturing facility the product is being shipped from

1. JP—Jackson Plant 2. KP—Kingman Plant 3. NP—Gas City Plant 4. RP—Allegany Plant

7. Inbound Carrier: Carrier scheduled to deliver the inbound trailer(s) to you.

8. Home/Store Cabs: Number of cabinets scheduled to ship for the home or store to the delivering carrier

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LATE LOADS

If for any reason, the inbound load is more that 15 minutes late delivering to your warehouse you must notify AWC. Contact AWC as soon as you are aware of the late load at the following email address, Transportation@woodmark.com. Do not send this email to individual members of Corporate Transportation team as this person may be out of the office. Corporate Transportation will contact the stem carrier and then notify you of the expected arrival time of your load. The Corporate Transportation Department scorecards our stem carriers and it is important all stem failures are reported in a timely manner. This is done to ensure the stem carrier is properly servicing your facility.

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STEM RECEIVING PAPERWORK AWC creates multiple forms for the movement of freight. (Known as Stem loads) Master Bill Of Lading is used for the stem carrier to transfer the product from American Woodmark Corporation to the delivery location. Supplement to the Bill of Lading is used to document the total number of orders cabinets, parts, weights and cubes. This same information is detailed for each order on the bill of lading as well as the customer’s purchase order number. This will also give you the information to use on laying out your warehouse floor for receiving the AWC product. Final Bill of Lading (End Consumer) is used to identify the customer to whom the product is being delivered. This document is the legal proof of delivery. You may also have a supplement to the final bill of lading due to the number of orders that can be placed on the front page. This will be noted in the ‘Customer Order Number’ field. Supplement to the Final Bill of Lading is used to document multiple orders delivering to one customer. If there are too many order numbers to fit in the customer orders section of the Final BOL then a supplemental page will be generated. This will be noted on the BOL and should be considered part of that document. Packing Slip provides a detailed, itemized listing by order for all items on the final bill of lading. It is used in the check-off process when scanning is not available or in conjunction with scanning at point of receipt or delivery. The carton number on the packing slip corresponds with the same number on the product label. Thank You For Your Purchase documentation contains information about the delivery process. It should be given to the end consumer before the delivery begins.

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**This is new as of the Fall 2012**

All agents are expected to be able to print AWC paperwork unless prearranged. Instructions are below.

PAPERWORK PRINTING IN SMART

Agents will print ‘Paperwork’ for a 3P Stem loads that include:

• Final BOLs for each stop • Packing Lists for each order

To do this, they need to access the ‘Request Documents’ section of SMART

Next, select ‘PWK’ (paperwork) from the drop down for ‘Type’

Next, they can select one or more Manifests in the selection grid by highlighting a single row, or using CTRL or SHIFT to highlight selected or all

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Once highlighted, they can click the ‘Generate’ button.

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They then have the option of having them emailed

If they don’t choose email, they can go to the display queue and print from there. It is their choice.

Paperwork for a manifest will be in 3 batches

• PW1 = Master Manifest • PW2 = Final BOLs • PW3 = Packing Slips

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Queue:

And/or Email:

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MASTER BILL OF LADING

When you receive American Woodmark product, each load received will have a Master Bill of Lading. 1. Bill Of Lading Number: This number identifies the shipment and should be referenced on all

invoices/freight bills/AWC Payment Authorizations billed to AWC.

2. Date: The date the bill of lading was shipped from the plant. 3. Ship From: The address of the AWC facility the bill of lading was shipped from. 4. Ship To: This is the delivery address of the delivery agent. 5. Freight Charges Bill To: This is where the freight bill or invoice is to be sent for payment. 6. Customer Order Info: This shows the number of cabinets, parts, weight and cubes on the trailer. 7. Carrier Information: This shows the number of cartons and weight of the order(s) being

shipped as well as a description of the commodities being shipped. 8. Consignee Signature/Date: This is where the delivery agent signs and dates the bill of lading upon

receipt of the trailer. 9. Comments: This can be used to note what time the trailer arrived, if the seal was

not intact, or for any other reason comments need to be made. NOTE: *This document is only used to move product from AWC to our delivery agents.

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SUPPLEMENT TO THE BILL OF LADING

When you receive American Woodmark product, each manifest you receive will have a Supplement to the Bill Of Lading. This document lists all the customer order numbers as well as information about each of those order numbers. Customer Order Information: The plant order number (JP, KP, NP & RP) is provided for

each order; sequence number, the number of cabinets, parts, weight, cubes and customer’s purchase order.

The Supplement to the BOL will accompany the BOL on all truckloads where there are multiple orders. This document lists all orders on the load and can be used to plan your unloading.

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FINAL BILL OF LADING This document must be signed and dated by the customer and the driver at the time of delivery and represents our Proof of Delivery (POD). There are 2 copies included, one for the customer and one for the carrier. 1. Bill Of Lading Number: The number identifies the shipment and should be referenced on all

invoices/freight bills/AWC Payment Authorizations billed to AWC.

2. Date: The date the bill of lading was shipped from AWC. 3. Ship From: The address of the AWC facility where the order originated. 4. Ship To: The delivery address of the customer including phone numbers. 5. Freight Charges Bill To: The address where the freight bill or invoice is sent for payment. 6. Customer Order Information: The plant order number, the number of cabinets, parts,

weight and cubes. The customer purchase order and any reference to the supplemental bill will also show here.

7. Carrier Information: The number of cartons and weight of the order(s) and a description

of the commodities shipped. 8. Consignee Signature/Date: The customer signs and dates the bill of lading in this section.

9. Shipper: The driver signs and dates the bill of lading in this section. 10. Comments: Delivery exceptions should be noted in this area, i.e., shortages, damages

or any unusual circumstances that occur during delivery. Any exceptions noted should match the description of the item on the packing list.

Final Bill of Lading for each individual shipment on the load will be included in the paperwork packet.

*Please note, there may be a Supplement to the Final Bill of Lading. This page will only be included if there are too many orders to list in the customer order number section on the Final Bill of Lading. This document is part of the POD.

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PACKING SLIP & THANK YOU FOR YOUR PURCHASE The packing slip serves as a record of product ordered by the customer and product actually shipped. It is used to verify the accuracy of inbound shipments from AWC and as a customer check-off form at delivery. A copy of the form should be left with the customer when the delivery is complete. The ‘Thank You For Your Purchase’ document is given to the customer before the delivery and contains information regarding the delivery. The packing slip contains the following:

1. Ship To: The delivery address of the customer including phone numbers.

2. Order Number: The AWC order number for the customer’s order.

3. Customer PO#: The customer’s purchase order number.

4. Order QTY: The quantity of each item ordered.

5. Ship QTY: The actual quantities shipped.

6. Back Order: The quantities ordered but not shipped.

7. Style-opt: The style and color of the cabinet or part.

8. Description: The AWC internal nomenclature and the full ‘customer friendly’ description. These are also found on the web at: http://www.cabinettracker.com/Lowes

http://www.cabinettracker.com/HomeDepot

9. Carton #: The number corresponds to the same on the product label. This section is used for check-off by the customer.

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Miscellaneous Information

PRODUCT LABELING

Each cabinet or part you receive will be identified with an individual or master production label. The only exception is when small parts are bundled together and shipped “as one”. When this occurs, the package will either have multiple labels identifying all items packaged inside, or a single master label indicating the quantity of items of the description that are bundled together. The following information is on the product label: 1. Address: The “Ship To” address which will match the corresponding order and final

bill of lading. There is also a ship from address that identifies the plant that produced the order.

2. Ship Date: The date the product was shipped. 3. Order #: The AWC order number.

4. Description: The AWC internal nomenclature for the cabinet or part. i.e., SB36, W2430

5. Sequencing #: The number (1318) used by the plant to determine loading order of the

product and can be used during the unload.

6. Team Lift Logo: The logo that designates two people need to move the product to avoid

personal injury or damage to the product.

7. Stacking Code: The letter codes identify the order in which the product can be

stacked for loading or staging.

A B C S T 8. Barcode: The barcodes on the label are used to scan product at receipt, load and

delivery.

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9. Carton #: The number corresponds to the same on the packing slip and is used to identify each piece for customer check-off purposes.

STACKING CODE ON LABELS

1. Lighter cabinets and parts must be staged on top of heavier cabinets. Cabinets should be stacked according to the Stacking Designation Code on the Label.

2. Stacking Codes are assigned as follows: A - Lighter cabinets such as walls and small bases (W930, W1230, B12, & B15); typically less than 70 lbs and 21 cubes. B - Heavier cabinets such as larger base cabinets (B42, B48, CAR36) weighing more than 70lbs and larger than 21 cubes.

C - Very heavy or large cabinets such as BSS, BER, DB, VDB, PB etc. S - Special handling, large cabinets such as range hoods T - Tall cabinets such as UT, OV and any cabinet that is 84” or more in height.

3. The Stacking Code should be used by stacking cabinets in alphabetical order from top to bottom. An “A” can be stacked on “B”, which can be stacked on “C”. Also, like coded cabinets can be stacked upon one another (A on an A, B on B, & C on C). Cabinets with a “C” Stacking Code may only be stacked 2 high. No other cabinet or part can be stacked on top of a cabinet with a “T” Stacking Code. The “S” cabinets must be stacked on the 2nd level with only “A” items on top.

4. Any cabinet stacked on top must have frame to frame contact on at least 2 sides.

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Stacking Code Examples A A B B

Correct Lighter on Heavy, Heavy on Heavy, Light on Light B B B C

C B C C

Correct 2nd level stacking with only A items on top A

S

Incorrect

Heavy on top of light, Incorrect Any cabinet on top of a Tall Cabinet,

Incorrect ‘C’ cabinets stacked 3 high, Incorrect

C A C A

B C B

A T C A

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BACKORDERS

If, for any reason, the plant has to backorder product this information will be noted on the Packing Slip in the backorder column. You will also receive an email notification and a printout of backorders will be included with the stem load paperwork. It is important for both you and the customer, (if an appointment date is set), that a call be made to the customer advising them of the backorder. They can decide if you should keep the original appointment or set a new one when the backorder arrives at your location. If there are more than 3 back ordered items Customer Service Logistics Support will send an email that notifies the location that the order should be held and delivered complete instead of making multiple trips to the customer’s home. See sample below of the email that is sent to location. From: Customer Service - Logistics Support - American Woodmark Sent: Friday, February 24, 2012 6:22 PM To: Subject: Backorder on NP 54265830 / JACOB /

Hello;  The following order, NP 54265830, is in route to you now. There is a backorder, NP 54265831, for three cabinets. Please hold the main order until you receive the backorder and deliver everything at the same time. We do not want to inconvenience the customer with multiple deliveries. If you already have an appointment scheduled then please contact the customer and advise them of the backorder to determine if they want to keep their appointment or reschedule for a later date. Ship date 2/24 You will also receive a follow-up email that notifies you of the ship method and ship date of the backorder. There are times when the backorder may be sent UPS or LTL.

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DELIVERIES by CHANNEL

HOME CENTER DELIVERY

The American Woodmark marketing policy guarantees the Home Center stores at least one delivery day per week that is the same day, every week. The kitchen department in the store expects delivery on that day. Normal receiving hours are 8-5, Monday through Friday. Scheduling the Delivery 1. It is your responsibility to call and schedule a delivery appointment with the receiving

department at the store. 2. It is recommended that you establish a standing appointment to ensure that a delivery time is

available on the store’s receiving schedule.

Delivery Expectations 1. Act in a professional manner. 2. Unload product, including separating and palletizing of cabinets/parts by order number, if

required. 3. Scan all products; if scanning is not available check off items using packing list. 4. Note all delivery discrepancies, i.e., damage, shortages, wrong size, etc. on the scanner and

Final Bill of Lading. 5. Have the receiving department’s representative sign/date the Final Bill of Lading.

6. Leave a copy of the Final Bill of Lading and Packing Slip with the receiving person. 7. If there are any issues with the delivery you need to fill out a Home Delivery Issue form.

Send the form back to Customer Service Logistics Support and they will be able to help you with any actions needed to get the delivery made.

NOTE: *If there is a problem with a store delivery, i.e., refusal of delivery, extended delay, or changes to “Ship To” address on the Bill of Lading, etc., the driver should contact their dispatcher. The dispatcher should then call the Customer Service Logistics Support.

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DELIVERY DEALER-DISTRIBUTOR

The American Woodmark marketing policy is to guarantee the Dealer-Distributor at least one delivery or more if the carrier profiles allow it. The Dealer-Distributor expects delivery on set day/days. You are expected to comply with the agreements that we have with them on delivery. Normal receiving hours are 8-5, Monday through Friday. Scheduling the Delivery 1. It is your responsibility to call and schedule a delivery appointment with the Dealer-

Distributor. 2. It is recommended that you establish a standing appointment to ensure that a delivery time is

available although most Dealer-Distributors have regular receiving hours with no appointment necessary.

Delivery Expectations 1. Act in a professional manner. 2. Unload product, including separation and palletizing of cabinets/parts by order number, if

required.

3. Scan all products; if scanning is not available check off items using packing list. 4. Note all delivery discrepancies, i.e., damage, shortages, wrong size, etc. on Final Bill of

Lading. 5. Have Dealer/Distributor’s representative sign/date the Final Bill of Lading.

6. Leave a copy of the Final Bill of Lading and Packing Slip with the customer. 7. If there is any issues with the delivery to the Dealer/Distributor you will need to fill out a

Store Delivery Issue form and send it back to Customer Service Logistics Support and they will be able to help you with any actions needed to get the delivery made.

NOTE *If there is a problem with a Dealer/Distributor delivery, i.e., refusal of delivery, extended delay, or changes to “Ship To” address on the Bill of Lading, etc., the driver should contact their dispatcher. The dispatcher should then call the Customer Service Logistics Support.

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HOME CENTER HOME DELIVERY

Home or residential deliveries will be a large portion of your daily volume. These orders must have an appointment scheduled with the customer prior to delivery. These hours are usually 7-7. **Note – Over the course of the next 12 months AWC will be providing to the customer the expected delivery date for all Home Center orders based upon the profiles that you provide. You will need to confirm the appointment as indicated below. Scheduling the Delivery 1. Introduce yourself as the delivery carrier for the cabinet brand purchased. Use of the cabinet

brand line is appropriate or just use cabinetry as a generic term to identify the product.

2. Verify the delivery address and final location for the product. Ask the customer if anything might interfere with the delivery, i.e., narrow doorways, lack of storage space for the cartons, etc.

If you are unable to contact the customer or they do not want delivery for an extended period, use the provided Home Delivery Issue Form and email Customer Service Logistics Support for instructions and/or assistance regarding the shipment.

a) Call customer 3 consecutive business days then refer issues to Customer Service Logistics Support.

b) Ask the customer to notify you, not the store, if they need to reschedule.

3. Ask the customer if there are any return cabinets to be picked up. If you do not have the RA paperwork you should still schedule the pickup and then print the RA paperwork.

Delivery Expectations 1. Act in a professional manner.

2. The driver should introduce himself and give the customer the ‘Thank you for your purchase’

document and the packing list. Explain the check-off process at this time.

3. While it is AWC policy to deliver to “first dry entrance”, usually a garage, occasionally the customer may want delivery into the home. Deliver to the desired location. If the driver has an issue with the delivery location he must contact his dispatcher.

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4. Request that the customer take part in the check off process on the packing slip. As you bring in the cabinets and you proceed to do the scan call out the carton number for the

customer to check-off the packing list.

5. The delivery team should not modify the house or product in order to deliver into the home. Do not take product out of the boxes unless there is a need to inspect for damages. If any product will not fit through the door, determine an alternate location with the customer. If there is no suitable alternate location, the product shall be returned. A notation of such return or change in delivery location must be noted on the Final Bill of Lading.

6. All product must be unloaded from the truck and scanned in the final delivery location. 7. Note any damages, shortages and/or other discrepancies on the Bill of Lading. Inspect all

cartons with visible damage and/or those requested by the customer.

8. Obtain the customer’s signature and date on the bill of lading as Proof of Delivery (POD). The driver must sign/date both copies of the Bill of Lading.

9. Leave the unchecked copy of the Packing Slip with the customer.

10. Return the Bill of Lading and packing slip to your location for processing.

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WAYPOINT DELIVERY

Waypoint is out newest brand and is sold by kitchen and bath specialist Dealers throughout the country. Waypoint orders can be either delivered to a Dealer’s store or to their customer’s residence. These deliveries are similar to other store and residential deliveries with some exceptions. These exceptions are very important to the Waypoint program and must be followed by the delivery carrier. Scheduling the Delivery

1. American Woodmark Customer Service Team (Waypoint Partner Team) provides the delivery date to the customer based on the 3PC’s delivery profiles.

2. The contact number for Waypoint orders will always be the Dealer. All appointments for

delivery whether retail or residential will be made with the dealer. Introduce yourself as the delivery carrier for Waypoint and use the P.O. number to reference the order.

3. Verify the delivery address and final location for the product. Ask the Dealer if anything might interfere with the delivery, i.e., narrow doorways, lack of storage space for the cartons, etc.

4. If you are unable to contact the Dealer or they do not want delivery for an extended

period, use the provided Home Delivery Issue Form and email Customer Service Logistics Support for instructions and/or assistance regarding the shipment. a) Call customer 3 consecutive business days then refer issues to Customer Service Logistics Support.

5. Ask the Dealer if there are any return cabinets to be picked up. If you do not have the RA paperwork you should still schedule the pickup and then print the RA paperwork.

6. Make a call to the Dealer the day before delivery with a four hour window for the next

day’s delivery. Delivery Expectations

1. Act in a professional manner.

2. Make a pre call to the Dealer at least one hour before delivery and also if there is a delay.

3. The driver should introduce himself and give the customer representative, usually someone from the Dealer, the ‘Thank you for your purchase’ document and the packing list. Explain the check-off process at this time.

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4. After determining where the product will be placed, bring in the Floor Protector/s and cover the floor at the final delivery location.

5. While it is AWC policy to deliver to “first dry entrance”, usually a garage, occasionally

the customer may want delivery into the home. Deliver to the desired location. If the driver has an issue with the delivery location he must contact his dispatcher.

6. Request that the customer representative take part in the check off process on the packing

slip. As you bring in the cabinets and you proceed to do the scan, call out the carton number for the customer’s representative to check-off the packing list.

7. The delivery team should not modify the house or product in order to deliver into the

home. Do not take product out of the boxes unless there is a need to inspect for damages. If any product will not fit through the door, determine an alternate location with the customer. If there is no suitable alternate location, the product shall be returned. A notation of such return or change in delivery location must be noted on the Final Bill of Lading.

8. All products must be unloaded from the truck and scanned in the final delivery location.

9. Note any damages, shortages and/or other discrepancies on the Final Bill of Lading.

Inspect all cartons with visible damage and/or those requested by the customer.

10. Obtain the customer’s signature and date on the bill of lading as Proof of Delivery (POD). The driver must sign/date both copies of the Final Bill of Lading.

11. Leave the unchecked copy of the Packing Slip with the customer.

12. Return the Final Bill of Lading and packing slip to your location for processing.

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WAYPOINT SOLUTION CENTER DELIVERY & INSTALLATION

When a Waypoint Solution Center has been ordered for a Waypoint Dealer a ‘woodmarkeventmanager’ alert will be emailed to applicable 4P when the shipping date is confirmed. The alert contains all pertinent order information including ‘Special Requirements’ for delivery.

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The 4P’s will also receive a Waypoint Questionnaire completed by the dealer with information for the delivery.

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Each 4P is expected to train the delivery team(s) in the following: Packages: 1 – Solution Center unit 1 – Crown molding assembly box (2 light fixtures inside) 1 – Skid of doors in boxes 5 – Waypoint Hardware Boards 1 – Finish Presentation Case Step 1: Upon arrival at delivery location, wait for Waypoint Sales Rep to arrive prior to unloading unit. Do not contact the receiving location until the Sales Rep arrives. Step 2: After Sales Rep arrives, review loading areas and placement of Solution Center at location. Step 3: Scan shipping label to ensure proper tracking of the unit is communicated. Step 4: Unpack skid:

1. Locate Philips screw bit, which is packaged in the shipping documents envelope. 2. Disassemble skid by removing all Philips screws marked with red circles or arrows. 3. After screws are removed, carefully remove the front of the skid, which is now loose.

Note: Be sure to remove the screws holding the Waypoint unit to the floor and back of skid.

Step 5: Unpack Waypoint floor protector (white box with red letters) and use in appropriate places to protect showroom floor from damage from unit. Step 6: Unload unit and move into position at location. Stand unit upright at location. Step 7: Unpack unit: 1. In upright position, remove 6 screws and washers on back of unit holding cardboard wrap in place. 2. Remove cardboard outer wrap. 3. At back of unit, carefully cut stretch wrap and remove. 4. Remove corner pads. 5. Carefully remove foam wrap. 6. Lay unit on back. 7. Remove plywood strips on bottom. 8. Set unit back up in upright position.

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9. Put crown molding assembly box in position to open.

10. Carefully cut straps on carton. 11. Open carton and remove light package. 12. Remove crown assembly and remove foam overwrap. 13. Carefully remove lights from wrap. Step 8: Assemble unit: 1. Attach 2 lights at preset screws and tighten. 2. Remove 4 thumb screws from top of Solution Center. Keep for attachment of crown molding platform. 3. Carefully place crown assembly (with lights attached) on top of Solution Center. 4. Align holes and fasten with thumbscrews. (do not tighten with tools, only hand tighten) 5. Unwrap power strip cord and plug into wall. 6. Ensure the light switch plug on the back of the unit is plugged into the power strip. 7. Plug lights into light switch on back of unit. (one plug operates both lights) and test 8. Use dust cloth in Box 1 to remove dust from unit. Step 9: Put doors on unit: 1. Starting with Box 1, remove doors from packaging and place in Solution Center “slots” diagonally, between shelf hardware in order indicated on instruction sheet. Place doors starting on top shelf, left to right. Doors are in order by box number. Step 10: Adjust lights to point straight down on Waypoint logo. Step 11: Remove all trash, paper and skids and take with you. Do not dispose of material at delivery location. Step 12: Present Waypoint Finish Presentation Case and 5-Waypoint Hardware Board boxes to Waypoint Sales Rep. Step 13: Confirm with Waypoint Sales Rep that all work needed is complete.

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Solution Center Installation Checklist: □ Unpack Waypoint solution center skid. □ Use Waypoint Floor Protector to protect the showroom during installation. □ Install lights and crown molding on top of the solution center. □ Plug power bar, on back of unit, into electrical outlet and switched the power on. □ Plug the lights into adapter plug. □ Install all doors in appropriate order on the solution center □ Use dust cloth to clean doors and unit. □ Remove all debris from location to keep showroom clean. □ Hand Waypoint Finish Presentation Case and Hardware board sets to sales rep or dealer. Waypoint Swap Units Occasionally the Waypoint Partner Team asks that a solution center be moved from one Dealer to another Dealer. When these requests occur, AWC works directly with the established Program Managers to arrange the pick-up and transfer of the unit.

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Waypoint 1st Impression Background As part of the process of successfully on-boarding a new Waypoint Dealer it is imperative that we make a positive 1st Impression on our ability to execute the delivery program. To help ensure flawless execution of our delivery platform we have established a number of different initiatives and tools to support the program. Leadership Alert The Leadership Alert is an initiative designed to let the local carrier management know that we have set up a new Dealer in their market and that we highly encourage the leadership to contact the new Dealer. We believe this introduction will further strengthen the differentiation for the Waypoint Brand - providing another reason for Dealers to collaborate with, stay with, and select Waypoint for their projects. An Event Management ‘Leadership’ Alert will be sent to 4PL management when a Solution Center has been ordered for a new dealer:

It is our expectation that the 4PL management will contact the new dealer to initiate a relationship and give them the appropriate contact information. New Customer Order Management Alert A ‘New Customer Order Management’ alert is sent to the 4PL program managers and the RDSM’s to make them aware of all orders for a new dealer location for the first 90 days. This begins with the solution center through any orders through Day 90.

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Waypoint 1st Impression Survey

A ‘Waypoint 1st Impression Survey’ is sent out when AWC receives confirmation via EDI that the order has been delivered. This survey needs to be completed within 24 hours of delivery. There is a link on the survey that will take you to the questions: Click Here to go to Survey Once you have answered the questions, click submits and the results will be compiled in an AWC database.

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The survey must be completed within 24 hours. If the survey is not completed in the 24 hours another event manager will be sent out to the RDSM’s to follow-up with the carrier.

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BUILDER JOB SITE DELIVERY

Timberlake has made a commitment to its home builder customers that we will deliver their kitchen/bath cabinet order(s) complete, damage-free and on-time to the job-site. Cabinets are usually delivered to the garage of the house but the builder may require delivery inside the house. The in house delivery area maybe the kitchen or adjacent room and for townhomes or condos this may mean delivery to a second floor location. Normal deliveries are between 7-4. Scheduling Delivery 1. The Timberlake BSR (builder services rep) will call the builder eight days before ship to confirm the house is ready for the cabinet delivery. 2. The delivery carrier will receive order info from both the 5 day out report and a local Builder Center Delivery Report. 3. The local Builder Center Delivery Report will show orders as far out as 10 days and will have the actual delivery date as determined by Timberlake with the builder. This report will also show any special delivery requests such as “AM delivery or same day delivery requests which have been approved. Delivery Expectations 11. Act in a professional manner.

12. Observe all builder job site rules and regulations. Wear required protective equipment (hard

hats). Do not drive on driveways, either paved or unfinished.

13. Verify the address and lot number before unloading product.

14. Deliver to the location the builder has requested; garage, kitchen, second floor and sometimes into another house if the current one is not secure. If the driver has an issue with the delivery location or if it has changed, he must contact his dispatcher who will then contact Timberlake.

15. Stage product according to specs and stack it neatly in the garage or room requested.

16. The delivery team should not modify the house or product in order to deliver into the home. Do not take product out of the boxes unless there is a need to inspect for damages. If any product will not fit through the door or up the stairway then the driver must call his dispatcher for further direction. Any change in delivery location must be noted on the Final Bill of Lading and communicated to Timberlake.

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17. All products must be unloaded from the truck and scanned in the final delivery location.

18. Note any damages, shortages and/or other discrepancies on the Bill of Lading. Inspect all

cartons with visible damage.

19. Leave a copy of the Final Bill of Lading, signed and dated by the driver, and Packing Slip with the order.

20. Return the Bill of Lading and packing slip to the location for processing. 21. If the job-site is deemed unsafe by a driver, he must call his dispatcher. The dispatcher will

contact Timberlake and work with them to resolve the safety issue. If the issue cannot be resolved in a reasonable amount of time then the delivery will be rescheduled.

12. Final responsibility for resolution resides with the Timberlake office and or the Timberlake manager.

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RETURN AUTHORIZATION The procedure for returning product to AWC can best be described as a delivery in reverse. Please keep in mind that the returns are not always damaged cabinets and should be treated the same as an order to the customer. Follow these guidelines when processing a return: 1. The Return Authorization is sent to delivery agent for scheduling the pickup for Home

Delivery only.

2. The product should never be picked up from a retail store. Stores get an RA number and ship back via LTL.

3. The delivery agent schedules a pickup date with the consumer. If there is a replacement to be delivered these dates should be the same.

4. If the customer requests the driver take back a return with no paperwork, pick up the product, and make a notation in the comment section of the Final Bill of Lading.

5. The driver is responsible for ensuring only the authorized items are picked up and logged on

the Return Authorization paperwork.

6. You are responsible for printing your Return Authorization paperwork please login to SMART and follow the instructions below.

Clicking on the Request Documents link launches the form that allows you to search

for shipment records to request a PDF version of the AWC document(s) selected. You can enter a combination of selection criteria in the search fields immediately

above the display area. You can then click on the green ‘arrow’ in the upper left corner to execute your search.

A grid of records will be displayed that match your search criteria. To request that a PDF version of the paper work be generated, you can select one (or

more by holding down on the Ctrl key) rows in the grid. Once selected, the Generate button in the toolbar is enabled.

Click on the Generate Documents Request button. This will display a dialog box asking if you also want to email a copy of the PDF document(s). This could be to someone else, or you can use your own email address. The system will default to the security email established when you signed up for SMART. You can override this and include multiple addresses (up to 255 characters total, separated by semi colons ;).

Whether you want the document(s) emailed or not, you must click OK to continue. You will then receive the above message indicating that the request(s) were sent to

the American Woodmark server for processing.

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If you requested that the document(s) be emailed, the recipient(s) you indicated in the email address field will receive an email, with the document attached.

Documents Queue:

This screen is where you can see the documents that you have requested to

generate. A document request has two statuses:

PEND – means that the request has been received by the server and will be processed on the next cycle.

READY – means that the document has been generated and is available to be viewed in Acrobat Reader.

To view READY documents, you simply double click on the Adobe

Acrobat icon on the left side of the grid next to the document that you want to view.

Once you double click, Adobe Acrobat Reader will be launched to view your document.

The following information will be specified on the Return Authorization:

Return Order number(s) authorized for pick up. The color, style, size and number of cabinets/parts to be returned. The section comment on the Return Authorization packing list will give

you any information about a replacement order.

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RETURN AUTHORIZATION BILL OF LADING The Return Authorization Bill Of Lading is the document authorizing product returns from the customer. This document should be completed, signed and returned to AWC along with the product(s) picked up. The Return Authorization Bill Of Lading contains the following information: 1. Bill Of Lading Number: The number identifies the shipment and should be

referenced on all invoices/freight bills/AWC Payment Authorizations billed to AWC.

2. Date: The date the bill of lading was created. 3. Ship From: The delivery address of the consignee where the pick-up

needs to be made from. 4. Ship To: The address of the AWC facility the product needs to be

sent back to. 5. Freight Charges Bill To: The address where the freight bill or invoice is sent for

payment.

6. Customer Order Information: The plant order number, the number of cabinets, parts

weight and cubes of the order and the customer purchase order.

7. Carrier Information: The number of cartons and weight of the order(s) being

picked up and the description of the commodities being returned.

8. Consignee Signature/Date: The consignee signs and dates the bill of lading in this

space. 9. Comments: Delivery exceptions should be noted in this area such as

shortages, damages and overages. The exception items listed should be described as listed in the description column of the Packing Slip.

Driver’s responsibilities for handling Returns: • Upon arrival at the customer’s house, the driver should notify the customer if he/she has a

Return Authorization(s) and inquire if the Return(s) are ready. • If Returns are ready, after unloading deliveries, begin processing the return by comparing the

item(s) detailed on the Packing Slip to those being returned.

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• The driver must accurately show what product was picked up.

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Returning Product to AWC AWC Corporate Transportation maintains a monthly pick up schedule for all locations. You will be notified of the specific week during the month when you can return your product. Paperwork for Returns should be processed as follows:

• As Returns’ are picked up, they should be logged on the AWC Returns Log Form (Form Returns Log)

• The original of each Return Authorization must be attached to the product returned to AWC.

• All returned product must be accompanied by RA paperwork and accounted for on the Returns Log. Do not send back unidentified product. Retain a copy of this Returns Log for your records.

Prior to loading a RA trailer the following should be completed: 1. Email AWC Corporate Transportation, (see Contact List), on Tuesday your scheduled

week to set up a pickup of your returns. You must submit a completed returns log with this request.

2. AWC Corporate Transportation will schedule a pick up with a carrier (truckload or LTL)

and communicate via email all necessary information. This communication should occur within 4 hours of receipt of the request by Corporate Transportation, contact them again if necessary.

3. Once the carrier is selected, you will load the appropriate trailer with only the returns on your log. If shipping product back via LTL, you will need to contact your local terminal to schedule a pickup.

4. Transportation will print the bill of lading for the line haul return and email or fax this paperwork to your location.

5. Attach a copy of the Returns Log to the envelope containing the signed Returns’ paperwork and place the envelope on the rear of the trailer.

6. Retain a copy of the Returns Log and returns paperwork for your records

7. If your location has nothing to return to AWC you must still send the Returns Log noting ‘no returns’ to Corporate Transportation on your scheduled week.

NOTE:

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*We have created a schedule for returns pickup at each location. Please remember to notify transportation each month. The returns log should be filled out completely because your returns may be on a truck with other locations. This will help with errors and overfilling of a possible multi-stop truck.

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Our Technology Platform In order to provide an exceptional customer experience, we have worked hard to create a standard technology platform. Our platform is designed to create visibility of product movement throughout the supply chain, foster a proactive environment, facilitate exception reporting, and allow us to maintain one central location for managing fact based information. It has been our practice to implement this platform by communicating to our carriers in general terms the technology we feel is required to support the specific inputs we define. We maintain an arms length from the selection of the specific technologies our carriers choose, but are confident that the inputs we have defined, in combination with the timing requirements, will drive the appropriate solution and provide the end results we require. Flexibility in choosing the specific technologies used to support our program will allow you to build a system that can be utilized for your entire customer base, not just American Woodmark. Care should be taken to ensure that your selections will support the details of our specifications and allow for occasional modifications to be made in reasonable amounts of time. Technology Requirements The general technology that we would expect you to use in supporting our requirements are as follows: 1. Scanning to capture item level detail for customer orders at key milestones defined by us (currently returns are only reported at the summary level and are not included in our scanning requirements) 2. EDI to exchange predefined information for both customer orders (item level) and returns (summary level) with established latency thresholds. The specific status inputs we expect for the movement of orders and returns would be required in EDI ANSI X12 documents sent in version 4010: 1. Pickup and Delivery Appointments – initial contact and updates 2. Inbound Receipts 3. Outbound Shipments 4. Pickups 5. Final Delivery Notifications 6. Exception notifications – Overages, Shortages, and Damages It is our desire to exchange EDI documents utilizing File Transfer Protocol (FTP). FTP provides and efficient and inexpensive method to move data. Our preferred process is for us to log on to your FTP server and pickup any outbound documents that you have ready and drop off any documents that we have for you. The frequency of this exchange of information is approximately every 30 minutes. We currently require our carriers to be able to handle EDI documents 204, 856, 214, 997, and 210 which we provide detailed specifications for.

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Scanning requirements are enabled through the use of the EDI 856 that we would provide to you for each shipment into your facility. The 856 is created from information populated from a “load” scan at our assembly plant and provides item level detail of each item on the

inbound truck. Each carton that is loaded onto a truck will have a label affixed to the outside with a 3 of 9 barcode containing a license plate for the item or items inside of the carton. The license plate corresponds to item details included in the 856. This information is critical to running our business and is the basis for virtually every milestone you will report. You will be provided with timing requirements for all status updates. Currently our spec is based on what we call “near real-time” data flow. We allow 2 hours from the time that a transaction is completed for you to have the information available for us to pick up. We are moving towards “real-time” data flow over the coming year. This change is being dictated by the marketplace and will require consideration when choosing your scanning platform. Solutions that utilize technologies such as cellular or Wi-Fi will need to be considered in order to meet a “real-time” spec for sending delivery information. In order to ensure the value of our platform, not only is it important that the data provided is timely, but it is imperative that it is accurate. It is important that you utilize the EDI 997 acknowledgments that we transmit to you for validation that we have received and accepted all of your transmissions. Your system should also include processes to ensure the data is cleansed before it is transmitted. Things to consider are adherence to the published spec, accuracy of the data, and the logical sequence of dates submitted. Information that is found to be flawed will be blocked from our system. Data integrity is critical to our success. Other Considerations It is our expectation that you image all billable documents and provide us with an interface that allows us to access POD’s when they are requested by our customers. All of our billable documents contain a barcode to facilitate imaging. At American Woodmark, we openly embrace new technologies and apply them to achieve operational improvements and competitive advantages where appropriate. There are many emerging technologies that we may choose to incorporate into our requirements over the next couple of years. One such technology that we are currently implementing in our manufacturing facilities is RFID. As the cost of RFID technology continues to fall, we anticipate that there may be opportunities to utilize a combination of scanning and RFID to enhance efficiencies and accuracy in data collection. We do not anticipate an either or scenario, but it is hoped that we all can benefit from these enhancements. Understanding that technology is changing very rapidly, it is impossible to predict what enhancements may become available to us in the future. Our logistics team carefully evaluates new technologies that could possibly add value to our processes. Should we determine that the cost / value proposition is appropriate, and we choose to implement a new technology requirement, we will ensure that you are given a reasonable amount of time to implement the changes. We value our carrier relationships and will solicit your input when considering enhancements to our program.

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Local Web Access

One of our newest innovations is a web application called “SMART” (Schedule Management Agent Routing Tool) that we provide to our carriers allowing them scheduling and sequencing capabilities within our Transportation Management system. This powerful tool requires a PC running Windows XP or higher with a minimum of 512 MB of Ram. 1 GB of Ram is recommended. It also requires a high speed internet connection to support the exchange of data needed to facilitate this process. There is also mapping functionality that is included with this software that we do not require you to use, but should you choose to do so, it requires the current version of MapPoint to be installed. The use of this system is required by all participants in our 4PL network. A user agreement must be signed prior to a location being granted access to this tool. We are in the process of adding additional modules to the “SMART” program. One that is currently being implemented will allow carriers to reprint paperwork that has been lost or damaged on a “pull” basis. Another module that is being considered would facilitate the scheduling of returns being sent back to our manufacturing facilities. In addition, we are beginning to utilize a web portal to exchange documents with our carrier base. Types of documents exchanged include those outlining standard operating procedures, performance reports, and RFP instructions. This capability will continue to evolve over time. Data Expectations While we understand that your company will maintain data exchanged with us on your local servers, it is critical that we keep our system in sync with your system. We manage our business based on the data you have provided to us via EDI. It is your responsibility to manage the data flow in a manner that will ensure that we can do that effectively. Our customers use the data that we receive from you to track the status of their orders online. To the extent that it is inaccurate, or not current, they are exposed to a potentially negative experience. We expect you to use all of the tools available to you to ensure that your transmissions have been acknowledged, and that data you send to us is timely, accurate, and complete. Questions and Clarification If you have questions about any of these technology requirements or need further clarification, please contact our Logistics Technical Manager, Herb Bonner, at 540-665-9197.

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Location Scorecards� American Woodmark creates a monthly scorecard spreadsheet that is sent to all 4P locations. The metrics in the scorecard measure the performance of the 3P networks and will be sent to you by your Parent Company. These are the top 7 metrics that are measured monthly:

1. Cost – An integral part of the cost component is product damages/shortages coded to

delivery as determined by Customer Care when the damage/shortage was reported either by the customer, store or installer.

2. Order Incident Rate – This metric tracks the percentage of orders impacted by a delivery damage or shortage.

3. Service Indicator – This metric measures the percentage of issue free deliveries. Customer Care logs delivery issue calls. These issues are reviewed and approved or denied by a network RDSM monthly. Damages and shortages are not routinely included in this metric. Examples of service issues include contact issues, items delivered to the wrong location, late deliveries, etc.

4. Complete and On-time – This metric measures the percentage of complete and on-

time deliveries. Examples of complete and on-time failures would be an order was short, late, no appointment was relayed to AWC, etc.

5. EDI Index – A technology index that monitors EDI compliance, latency, and errors. 6. Throughput – A measure of how quickly an order is delivered from the time it

reaches the distribution center until it reaches the end consumer. 7. Compliance – To be determined. 4PL material handler training compliance to our

expectations.

Other Valuable Measurements

a. Appointment Before Received – AWC generates a 5 day out report for you to contact the customer to schedule a delivery appointment prior to the arrival of the product at your location. This report measures the percentage of orders scheduled before receipt.

b. Delivery Date Met – The 5 day out report gives you a system generated delivery

date. This is the 1st possible delivery day according to your profiles. c. Profiles Met – Each 3P location is responsible for establishing their delivery

profiles for AWC. These profiles determine weekly delivery by zip code and county. This metric measures compliance to these profiles.

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Delivery to Schedule Plan Report The Delivery to Schedule Plan Report is generated daily by AWC as a snapshot of the previous day’s delivery performance. This report is sent to the parent and they forward it to their network carriers. The carriers are responsible for providing information on any undelivered orders shown on the report. Both controllable and uncontrollable delivery failures will show on this report.

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Quarterly Inventory Letter Every quarter our controller will be sending out a letter to be distributed to each location to provide us with a count of the inventory that is on hand at that time. These letters are very important and must be accurate and received back in a timely manner. The due dates will be included on the letter. The following guidelines are to be used when calculating on hand inventory:

• Include all cabinets sitting in warehouse • Include all cabinets sitting in storage • Include all Inbound shipments for that day • Include all cabinets sitting in trailers waiting to be unloaded • Exclude all shipments out for delivery

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TO: Freight Service Providers FROM: Debra Green, Distribution Administrator SUBJECT: Quarterly Inventory Request DATE: April 25, 2012 On a quarterly basis American Woodmark Logistics is required to have an accurate count of the number of cabinets on hand at our carrier locations. This requirement is needed for both inventory and revenue recognition purposes. The inventory count will need to be based on all cabinets on hand as of April 30th at 5:00pm. The following guidelines are to be used when calculating on hand inventory:

• Include all cabinets sitting in warehouse • Include all cabinets sitting in storage • Include all Inbound shipments for that day • Include all cabinets sitting in trailers waiting to be unloaded • Exclude all shipments out for delivery

**For RDC’s also include all cabinets in transit to LDCs** Please fill in the information below and supply to American Woodmark no later than 2:00pm on May 2nd. Send all responses to Debra Green, dgreen@woodmark.com. Carrier/Location:

Cabinets on hand: Thank you for your cooperation in supplying this information.

Thank you,  Debra Green Distribution Administrator American Woodmark Corporation

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DELIVERY PROFILES

AWC’s orders commit to a delivery date that is determined by delivery profiles. Delivery profiles are the days of the week that deliveries are made into specific areas. Delivery profiles are set up for an entire geographical area covered by each individual distribution center. The profiles should be broken down by zip code. Delivery profile days are determined by the days of the week inbound trailers are received in your location. The DC is responsible for providing the delivery profiles and keeping them updated. If you receive inbound trailers 5 days a week you can deliver on any day of the week or multiple days. If you receive inbound trailers less than 5 days a week your delivery profiles will be determined by those receiving days and the lead time from your DC to the customer. Inbound Receiving Days: Mon Tue Wed Thu Fri Receive Days X X X 1 day lead time X X X 2 day lead time X X X 3 day lead time X X X

Location Delivery Profiles:

Mapping of location delivery profiles: