Customers, products and services

For us, quality encompasses the entire customer experience

All of our operations are driven by our customers’ needs. Our customers’ quality experience depends on the people that are, in one way or another, involved in the product manufacturing process or in the customer interface. Good quality goes beyond the quality of the finished product. We measure customer satisfaction with collaboration, product deliveries and end products using, for example, the NPS metric.Customer needs are determined together with the customer. We collaborate across different functions and processes, and develop our processes to ensure that the products and services delivered to customers meet the agreed quality level and that they can be produced cost-effectively also in the future.

Quality encompasses all the functions required before the product reaches the end user – and even beyond that, when the product is in use and when it reaches the end of its useful life. Basically, from the forest to the world.

In order to serve our customers as best we can, we must not settle for mediocrity; we need to continuously improve our operations and the products and services we provide. Our customers can rely on us for uniform quality and reliable delivery of our products and services.

Our flexible and customer-oriented production also enables the implementation of different customer-specific tolerances and other properties. Products tailored to our customers often contain variations on raw materials or manufacturing parameters, or a difference in product tolerances to our standard products. In addition, customer-specific solutions often include customer-specific measurement, testing and documentation services.

Customers are the most important link in our quality chain

All of our operations are driven by our customers’ needs. We listen closely to the needs and wishes of our customers, and we can make quick and flexible decisions, if necessary. We commit to a project from the first contact and effectively seek the optimal solution. Our hands and machines can give wood a million different shapes. The principles behind our sustainable operations are a high-quality, long-term and customer-first approach, highly advanced production machinery and precise quality assurance methods.

We help our customers succeed by creating unique, tailored solutions that create added value for their businesses. Our customers appreciate the consistently high quality of our products and services, our reliable deliveries, expertise and the Koskisen attitude that is reflected in everything that we do.

Our customers are the most important stakeholders that guide our management and decision-making. We measure customer loyalty with the NPS metric.

Based on our customer satisfaction survey in 2021, our customers consider us to be a trustworthy partner that is easy to work with. Personal communication and excellent service are held in high regard, just like products and deliveries tailored to customers’ needs. In 2021, we found that there is also room for development in our lead times, among other things.

Sustainability of products and services

The goal of our product development work is to develop product characteristics that comply with responsible and sustainable development. The focal points of our product development lie in improving long-term use, renewability and safety. We also co-operate with our suppliers and customers in order to improve the traceability of our products.

The analysis of our products and services’ supply chain, from raw material acquisition to the end of the product’s life cycle, is part of daily risk management for us. 

We constantly review our products, services and operations in order to recognise and reduce environmental, health and safety risks. We are committed to constant improvement in all our operations, products and the entire supply chain.

Product information and traceability

We comply with product requirements and standards, and with ethical codes throughout the order-delivery chain. Our products and services are traceable and their origin is always known. Our product labels comply with Finnish and EU legislation. In addition to the compulsory product labels, we include optional markings on the product’s qualities and manufacturing date. The CE mark shows the company’s ID and the extent of quality control.

Product safety is based on careful planning and anticipation 

All our products are safe for their intended uses. Product liability includes the management of the products that we manufacture at all our locations. We meet all of the requirements of laws and regulations issued by authorities and report on product test results to customers, if needed. We also take care of product labelling and any restrictions to the use of the products. If required, we provide training and customer support to our customers throughout the value chain to guarantee the safe handling and use of our products. We also co-operate with authorities.

The health and safety impacts of our products are already factored in at the design and product development phase.  We strive to minimise the harmful health and environmental impacts of our products throughout their life cycle. We annually audit the effectiveness of our own process and our most critical suppliers. Our internal quality control is based on the requirements of international standards and norms and the specific demands imposed by our customers. Our internal quality control is separate from our organisation and it is monitored by accredited third parties. If required, we also disclose the test results directly to customers.

We comply with product requirements and standards, and with ethical codes throughout the order-delivery chain. Our products and services are traceable and their origin is always known. Our product labels comply with Finnish and EU legislation. In addition to the compulsory product labels, we include optional markings on the product’s qualities and manufacturing date. The CE mark shows the company’s ID and the extent of quality control.

Engineered product safety

We annually audit the effectiveness of our own process and our most critical suppliers. Our internal quality control is based on the requirements of international standards and norms and the specific demands imposed by our customers. Our internal quality control is separate from our organisation and it is monitored by accredited third parties. If required, we also disclose the test results directly to customers.

In addition to the compulsory product labels, we include optional markings on the product’s qualities and manufacturing date. 

The CE mark shows the company’s ID and the extent of quality control. Our operations are steered by the ISO 9001 quality management standard, ISO 45001 OHS standard and ISO 14001 environmental management standard. We also follow the ISO 26000 sustainability standard.