Service

Requirements

Cost

Timeline

Telephone calls

Our telephones will be answered promptly.

Nil

Answer to calls within two (2) rings.

Reception

Prompt attention

Nil

Attend to you within ten (10) minutes of your

arrival

Issuance of goods from the store

• Issue Pro-forma invoice to process payment for goods
• Receive payment details/analyze/record
• Locate relevant invoice
• Remove required items from shelve
• Confirm quantity with customer
• Acknowledge receipt of goods
• Pack & load issued items
• Update bin cards

Cost of required items

• 2mins per item
• 5 mins
• 2mins
• 2 mins per iten
• 1 min per item
• 3 mins
• 2 mins per load
• 2 mins per item

Receive goods from Supplier

• Receive delivery note
• Locate LPO and analyse against delivery note
• Confirm quantities/specifications against LPO
• Acknowledge goods delivered
• Put at designated area for inspection
• Store inspected items in the respective shelves/area & update bin cards

LPO amount

• 1 min
• 2 mins
• 5 mins per item
• 5mins
• 10 mins
• 10 mins per item

Restocking

• Monitor stock levels
• Identify quantities required
• Seek approval to procure
• Put a request to Procurement Manager

Nil

• Weekly
• 1 day
• 1 day
• 1 day

Handling Complaints

• Acknowledge complaints received.
• Take appropriate action and communicate

Nil

• 1 day
• 6 days (max.)

Back orders

• Record items not issued
• Inform customer when inventory is replenished.
• Analyze unissued items

Nil

• Immediate
• 1 day
• Every Monday

Air travel

• Receive request, analyze & record
• Booking
• E-mail booking information to customer
• Booking confirmation if customer is satisfied
• Prepare requisition for the service
• Process LPO
• Scan/e-mail LPO
• Procure ticket

• E-mail ticket information to customer

Cost of Air-ticket

• 5 mins
• 3 mins per person
• 3 mins
• 2 mins
• 10 mins
• 20 mins
• 10 mins
• Immediate on LPO
• immediate

Hotel Accommodation

• Receive request, analyze & record
• Booking
• E-mail booking information to customer
• Booking confirmation if customer is satisfied
• Prepare requisition for the service
• Process LPO
• Scan/e-mail LPO
• E-mail hotel information to customer

Cost of Accommodation

• 5mins
• 1 day
• 3 mins
• 2 mins
• 10 mins
• 20 mins
• 10 mins
• Immediate on confirmation from hotel

Supply of Royal Satima Mineral water

Internal Sales

• Receive order & prepare proforma invoice
• Receive payment details/analyze/record
• Locate relevant invoice
• Remove required quantity
• Confirm quantity with customer
• Acknowledge receipt of the water
• Load issued water

• Update bin cards

External sales

• Receive order
• Remove required quantity

• Update bin cards

• Prepare delivery note/invoice
• Prepare to deliver the water

Cost of required water

• 5mins
• 5 mins
• 2mins
• 2 mins per load
• 5 mins
• 5 mins
• 2 mins per load
• 2 mins per item

• 5 mins
• 2 mins per load
• 2mins per item
• 10 mins
• 30 mins

Feedback

• Open suggestion box/record
• Record E-mail and telephone feedback

• Analyze and record action taken

Nil

• Every Friday
• Immediately as received
• 1 day