Product Overview

Summary: This Standard Operating Procedure sets out a clear, end‑to‑end process for defining, documenting, and confirming specifications for custom glass orders. It helps Australian glazing, construction, and fit‑out businesses eliminate costly errors, standardise communication between sales, drafting and production, and ensure every custom panel meets client, regulatory and quality requirements.

Custom glass work is highly technical and unforgiving—minor errors in specification can result in panels that don’t fit, don’t comply with Australian Standards, or fail in service. This SOP provides a structured, repeatable method for capturing and confirming all critical details for custom glass orders, including dimensions, edgework, cut‑outs, coatings, safety requirements, and installation conditions. It is designed specifically for Australian glazing and construction environments, where compliance with AS/NZS glazing standards and builder documentation is essential.

By implementing this procedure, your team gains a common language and workflow for handling custom glass enquiries from first contact through to final shop drawings and production release. It reduces rework, clarifies roles between sales, drafting and manufacturing, and embeds formal checkpoints for client sign‑off and compliance review. The result is fewer disputes, fewer remakes, and a smoother interface between your business, builders, architects, and end clients, while still aligning with WHS duties around product suitability and safe installation.

Key Benefits

• Reduce costly remakes and site delays by standardising how custom glass specifications are captured, checked and approved.
• Ensure alignment with Australian glazing standards and builder documentation, reducing compliance and warranty risks.
• Streamline communication between sales, drafting, production and installers with clearly defined roles, forms and handover steps.
• Improve customer experience and trust through consistent quoting, clear drawings, and documented client sign‑off on final specifications.
• Support safer installations by ensuring correct glass type, thickness and safety treatments are specified for the intended application.

Who is this for?

• Sales Consultants (Glazing and Windows)
• Project Managers
• Estimators
• Draftspersons and Detailers
• Production Planners
• Operations Managers
• Customer Service Coordinators
• Quality Assurance Managers
• Installation Supervisors
• Small Business Owners in Glass and Glazing

Included Sections

• 1.0 Purpose and Scope
• 2.0 Definitions and Terminology (Glass Types, Treatments and Edgework)
• 3.0 Roles and Responsibilities (Sales, Drafting, Production, QA, Installers)
• 4.0 Pre‑Order Information Requirements (Plans, Site Measurements, Specifications)
• 5.0 Capturing Client Requirements (Application, Performance, Aesthetics, Budget)
• 6.0 Technical Specification Checklist (Thickness, Type, Coatings, Edgework, Cut‑outs)
• 7.0 Compliance Review Against AS 1288, AS/NZS 2208 and NCC
• 8.0 Measurement and Tolerances Procedure
• 9.0 Documentation Standards (Drawings, Revision Control and File Naming)
• 10.0 Quotation and Variation Management for Custom Glass
• 11.0 Client Review and Formal Sign‑off Process
• 12.0 Internal Handover to Production and Scheduling
• 13.0 Quality Control Checks Prior to Manufacture
• 14.0 Handling Changes, Cancellations and Re‑specifications
• 15.0 Records Management and Traceability
• 16.0 Training, Competency and Review of this SOP

Legislation & References

• AS 1288: Glass in buildings – Selection and installation
• AS/NZS 2208: Safety glazing materials in buildings
• AS 2047: Windows and external glazed doors in buildings
• National Construction Code (NCC) – Glazing and safety glazing requirements
• Work Health and Safety Act 2011 (Cth) and harmonised state and territory WHS Acts – duties relating to safe design and safe systems of work