Process Documenta2zwms.com/HRDESK/Admin/Process_Manual_ETSGT_v01_1.pdf · 2016-06-30 · Document...
Transcript of Process Documenta2zwms.com/HRDESK/Admin/Process_Manual_ETSGT_v01_1.pdf · 2016-06-30 · Document...
Document Name Initiated By Approver 1 Approver 2 Version Number
MGS Process Sr. Manager – MGS COO – Magic Genie Services President – Quality MG-PD- MGS -v01.0
Page 1 of 18
Process
Document
Magic Genie Home Care
Solutions
Sr.# Changes Details Approver 1 Approver 2 Date Ver. No.
1. Initial draft Process Document
COO – Magic Genie Services
President - Quality 10-Jun-16 V00.1
2. Changes in v00.1 draft
Minor Errors Corrected
COO – Magic Genie Services
President - Quality 21-Jun-16 V00.2
3. First Release Final Changes in Draft
COO – Magic Genie Services
President - Quality 30-Jun-16 V01.0
Document Name Initiated By Approver 1 Approver 2 Version Number
MGS Process Sr. Manager – MGS COO – Magic Genie Services President – Quality MG-PD- MGS -v01.0
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Contents:
1. Introduction
2. Quality Policy
3. Scope, Purpose & Objectives
4. Business development
5. Customer Enquiry Process
6. Marketing sales Process
7. Operations Process
8. Training Process
9. Complaints Handling Process
10. Customer Satisfaction Process
11. Measures & Records
12. Abbreviations
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1. Introduction
Magic Genie Home Care Services
We began as a modest Facilities Management Company, and are now a
major player in the domain of engineering services, transmission line
businesses, and infrastructure and waste management projects. Way back
in 2008, our Facilities Management vertical was separated from the rest of
the company, under the name of A2Z Infraservices, as a strategic move to
help grow the business in the Indian market. After an experience of eight
years, we grew in size and scale and transformed into a public limited
company in March 2010. In due course of time, through a process of
merging and acquiring, the company is now valued at a Rs. 280 Crores
turnover, and has a workforce of over 20,000 employees, over 350 happy
clients and is spread over approximately 900 sites. In 2016, keeping in
mind the innovations in technology and growing pressures on work-life
balance, we have brought to you, Magic Genie Services Ltd. – a single point
professional service provider for all your establishment upkeep and facility
management service needs.
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2. Quality Policy:
Quality Policy We in Magic Genie Services Ltd.
are committed to achieve customer delight through Continual improvement of our
Quality Management System,
Seamless Operations,
Safe Work Practices,
Conservation of Environment,
Continuous Learning and Innovation.
Amit Mittal Managing Director
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3. Scope, Purpose and Objectives:
Scope:
Deep Cleaning, Pest Control, Reverse Osmosis (RO), AC Servicing, Electrical
Services, Plumber Services, Carpenter Services, Painter Services,
Carpet/Sofa Shampooing, Honing and Polishing.
Purpose:
Creating a healthier, hygienic and sanitized environment for society and
households. Founded on the principles of reliability, quality workmanship
and accessibility, and after having worked with India’s largest Public Sector
Units, corporate and government departments, we are here to extend the
same level of expertise and experience to your household.
Objective:
1. > 4.5 out of 6 CSAT
2. < 5 % of Total Service Complaints
3. > 5 New Client Addition / Location / Site
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Page 6 of 18
5. Development Business
Activity Responsibility Timeline Records/ Control
points
Strategy Team
Strategy Team /Marketing
Team / Ops Team
Marketing Team
Marketing Team
Sales Team
End of Process
Process
Implement Strategy
Plan Strategy
Make Sales Plan
Implement Sales Plan
Marketing Strategy As and when
As and When
As and when
As and When As and when
As and When As and when
As and When
As and when
As and When
Strategy.PPT
and when
As and When Plan .PPT
As and When
Sales Plan.XLS
and when
As and When
Execute.Plan.XL
S and when
As and When
Sales Plan.XLS
and when
As and When
Customer Enquiry
Process
As Defined in
the Customer
Enquiry
Process
As Defined in
the Customer
Enquiry
Process
As Defined in
the Customer
Enquiry
Process
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4. Customer Enquiry Process
Is this a New
Customer/
Repeat
Customer?
Call from Customer
Answer the Call
Take all Details of Customer
Pitch for Extra Services too.
Which customer can think of
taking?
Activity Responsibility Timeline Records/ Control
points
As and
when
Within 10
seconds of the
call
New
While on the
call
Customer
Details
CRM Executive
Prospective /
Existing Customer
A
Customer
Details
Customer
Details CRM Executive
CRM Executive
CRM Executive
While on the
call
While on the
call
While on the
call
Take Requirements
CRM Executive 1.CRM.XLS
2.Admin Panel
1.CRM.XLS
2.Admin
Panel
1.CRM.XLS
2.Admin Panel
Repeat
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4. Customer Enquiry Process ( Contd.)
Take Final Service orders from the
customer
Take the Date and Time for when
the service is required
Send the Quotation
Follow up on the quotation
Activity Responsibility Timeline Records/ Control
points
While on
the call
While on
the call
Within 4
hours
When
there are
no calls
/available
Customer
Details
Customer
Details
Quotation
Cold Calls
CRM.Xls
A
Modify and Send the quotation
NO
cutiv
e
Yes
Execu
tive
Pass Service ID and Service Request
Is Quotation ok?
YES
cutive
Is Quotation
okay?
NO
cuti
ve
Operation Process
CRM Executive
CRM Executive
CRM Executive
CRM Executive
CRM Executive
CRM Executive
Within 24
hours
Modified
Quotation
CRM Executive
Within 24
hours
CRM Log
As and when
1. Customer
Agreement
2. Email
As and when
End Process
End of Process
Customer
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6. Marketing or Sales Process
Activity Responsibility Timeline Records/ Control
points
Propose Design
of marketing
collateral Creative Team
Within 1-2
weeks of above
Within 1 week
of above
Within 2 weeks
of above
Strategize
Approve/ Amend / Modify
Ops Team
Ops Team
Activity Tracker
Design / Print Final marketing
Collateral
Identify Avenues of promotion
Finalize avenues of promotion
Proposal
Within 1 week
of strategy
Activity Tracker
Within 1 week
of above
Collateral Posters,
Fliers, Banners ,
Videos Magnets ,
Cups and T-shirt
Within 1
week of
above
Activity
Tracker
Strategy Team
Strategy Team
Sales Team
/Ops Team
Sales Team
/Ops Team
Marketing / Sales
Plan
Marketing / Sales
Plan
Tally Collateral readiness with
average of promotions
As and when
A
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6.Marketing or Sales Process (Contd.)
Marketing
Team
Pricing – Finance
/ Accounts /
Management
Within 2
weeks of
above
Within 1 week
of above
As and when
Within 1 week of
above
Learning
.DOC/XLS
Get pricing and negotiate with
2-3 vendors
Finalize Vendor
Execute Marketing Strategy
Define metrics to understand
ROI
Analyze the Implemented
marketing Strategy
Document Learning
Document ideal way for
repeat exercise
Marketing
Team
As and when
Within 1 week of
above
Within 1 Week
of above
Tracker
Approval /
Work Order
)
Vendor
Comparison
Marketing
Strategy.
DOC
Analysis.PPT
Activity
A
Responsibility Timeline Records/ Control
points
Marketing
Team
Marketing
Team
Learning
.DOC/XLS
B
Marketing
Team
Marketing Team
Analysis.PPT
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6.Marketing / Sales Process (Contd.)
Call Centre
Team
Within 1 week of
above
Within 1 week of
above
Marketing Team
Within 1 week
CRM /Excel
CRM/Admin
Panel
CRM /PPT
Activity
Tracker
Activity Responsibility Timeline Records/ Control
points
Create Customers database
after marketing activity
Pitch to potential customers as
a part of customer call process
Analyze new / repeat
customers and business
Define timeline for
effectiveness of marketing
strategy
Analyze overall effectiveness
/sales strategy
Document learning and ideal
way for repeat exercise
Within 2 weeks of
above
Anlysis.PPT/
Analysis.XLS
Learning.XLS/
Learning.PPT
B
End of Process
Call Centre
Team
Call Centre
Team
Marketing Team
Marketing Team
Within 1 week
Within 1 week
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7. Operations – Magic Genie Services
Activity Responsibility Timeline Records/ Control
points
Is Quotation
Required?
xjfjjhf
Ops manager.
Ops manager.
Business
Developer
Within 2 hours
of above
Within 1 hour
of above
Request is received
Ask for time to schedule Ops.
Inform team to schedule
Arrange for Ops as per
requirement
No
Give / Send Quotation
Yes
As & when
Reach site
Business
Developer
Within 4 hours
of above Email to Customer
CRM Log
Call Centre
Team
1. CRM
Schedule.xls
2. E-mail
A
Within 12
Hours
Ops manager.
Ops
Manager./Superviso
r
Request Log
Quotation Request /
Requirement
15 mins before
schedule
Ops Log record
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Page 13 of 18
7. Operations – Magic Genie Services( Contd.)
Supervisor
Supervisor
Supervisor
Supervisor
15 mins before
schedule time
On reaching
the site
After Greeting
After Entering
premises
Calculate and Inform the
customer about incremental
pricing
Takes permission to enter
premises
Greet Client
Supervisor
After completing
the work
Activity Responsibility Timeline Records/ Control
points
15 mins before
schedule time
As per training
Module
B
A
Check If
Premises is
same as
described
Yes
No
Take permission to start
the work Supervisor
Does the
customer
Agree ?
Ops Check List ( Internal )
Ops Check List ( Internal )
Ops Check List ( Internal )
Job Cost Calculator
Customer Signature
Ops Check List ( Internal )
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Page 14 of 18
7. Operations – Magic Genie Services (Contd.)
Supervisor
Ops manger.
Ops manger.
Feedback taken on site by
Ops TL
Operations as per
training manual
Send invoice to client
Wrap up operations
as per training
manual
Ops. Executive
Supervisor
Within 1/ 2 days
After feedback
taken
Sign off Supervisor
Customer
Feedback form
Customer
Feedback form
Sign off form
Sign off form
1. Email
2. Invoice NO
Activity Responsibility Timeline Records/ Control
points
C
Checklist
B
Feedback taken on call by
Ops TL
Take signoff of work
completion
As Defined in
Training Manual
15 minutes after on
site feedback /1 or 2
days after work
15 minutes after on
site feedback /1 or 2
days after work
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Page 15 of 18
7. Operations – Magic Genie Services( Contd.)
Tally Payment
Send thank you note to
customer for payment &
opportunity
Ops. Executive
Accounts team Within week of
payment received
Is invoice OK
No
Responsibility Activity Timeline Records/ Control
points
End of Process
C
Accounts
Rework on
bill Yes
No
Ops. Executive
Ops. Executive Within 1 week
Payment
Notification
from Payment
Gateway /
Wallet
Operation Executive
As and When
As and When
Email to Customer
Within 1
Received Payment
Payment
Notification
from Payment
Gateway /
Wallet
Check if Payment Received
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Page 16 of 18
13. Measures & Records for Quality :
1. > 4.5 out of 5 CSAT
2. < 5 % of Total Service Complaints
3. > 5 New Client Addition / Location / Site
4. Total Cold Calls
5. Total Converted
6. Total Queries / Demand
7. Total Billing / Revenue
8. Existing Client / Customer Data Base
9. Average Ticket size
10. Call cancellation percentage
11. TAT for customer confirmation
12. TAT scheduling
13. TAT check-in
14. TAT check-out
15. TAT feedback
16. Number of jobs
17. Number of cancellations
18. Number of calls fulfilled same day
19. Average feedback ratio
20. Number of cases where rework was required as a percentage of overall orders
21. Total Billing
22. Knock calls and pitch calls
23. Feedback
24. Checklist for AC
25. Checklist for Deep Cleaning
26. Checklist for Pest Control
27. Checklist for RO
28. Checklist for Electrician
29. Checklist for Carpenter
30. Checklist for Plumber
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Date: __________ Serial No: ___________
Dear Customer,
We are delighted that you choose Magic Genie to provide you with a service that will do a Complete Makeover of your place.
Please complete the form with appropriate details.
A. Contact Information
Full Name
Contact Number/s
Current Residential Address
Email Address
City State
Permanent Residential Address
☐ Same as above ☐ Other
Reference person
Name Phone No
Address
B. Types of Services Needed (Please Tick)
Deep Cleaning AC Services Pest Control Painter
Carpenter Plumber Electrician RO Services
Sofa Shampooing Honing & Polishing Carpet/ Chair Shampooing
Physiotherapy
C. Premises Information (In case of Cleaning Service)
Premises Type ☐ Bungalow ☐ Apartment ☐ Independent Floor ☐ Guest House
☐ Outlet ☐ Farmhouse ☐ Office ☐ Others
Details of Premises
Area( Sq. Feet)
No. of Level/Floors
No. of Living Room/Drawing Room
No. of Rooms
No. of Balconies
No. of Washrooms
No. of Kitchen
Servant Room ☐ Yes ☐ No
D. For Other Services.(Please refer to Section B)
(Please Specify the details of the services you need )
E. Estimated Cost For Services: _____________
Filled By:_____________ Signature: _____________
(Fill the form in capital letters)
Customer Form
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Page 18 of 18
14.Abbreviations & Acronyms :
Sr.
No. Abbreviations/Acronyms Full Form
1. COO Chief Operating Officer
2. CAPA Corrective Action & Preventive Action
3. MIS Management Information System
4. CSAT Customer Satisfaction
5. BOS Back Office Software
6. SMS Short Messaging Service
7. RO Reverse Osmosis
8. CA Corrective Action
9. QA Quality Assurance
10. MGS Magic Genie Services
11. PO Purchase Order
12. MG Magic Genie
13. P.I Product Inspection
14. SI Software Integration
15. PD Process Document
16 N/A Not Applicable
17 ASAP As Soon As Possible
18 VER Version
19 PPT Power Point Presentation