SOP-16 O M Reviewed Draft-1

SOP- 16Operations & Maintenance

Procedures ( FM) GV

Section: 0.2Updated:23.12.2013

Rev: 02

of 31 Issue: 02Prepared By: Approved by:QHSE Manager:

Sivaji Poduri

General Manager

Rachid NoujeimReviewed By:

Johan Nortze. Roderick S.Project Manager Ops’ Manager

Authorized By:

Sivaji Poduri

COVER P

This Standard Operating Procedure has been personally reviewed and approved by the General Manager of Teyseer Services Co. Uncontrolled copies and amendment to the text without the approval of the General Manager are not allowed.

This Standard Operating Procedure, any documentation related thereto and the information disclosed therein are confidential and proprietary to Teyseer Services Co. WLL. The information may not be used or disclosed to others for any purpose except as specially authorized in writing by Teyseer Services Co. WLL. The recipient, by accepting this document agrees that neither the document, the information disclosed therein nor any part thereof shall be reproduced or transferred to other documents not used or disclosed to others for any other purpose except as specifically authorized in writing by Teyseer Services Co. WLL.

Teyseer Services Co. © 2013 an unpublished work – All rights reserved

Standard Operating ProceduresSOP – 16

Operations & Maintenance

SOP- 16Operations & Maintenance

Procedures ( FM) GV


Rev: 02

of 31 Issue: 02Prepared By: Approved by:QHSE Manager:

Sivaji Poduri

General Manager

Rachid NoujeimReviewed By:

Johan Nortze. Roderick S.Project Manager Ops’ Manager

Authorized By:

Sivaji Poduri

0.2. LIST OF AMENDMENTS

IssueIssueNO.NO.

REV.REV. NO.NO.

DATEDATE Amended PagesAmended Pages Nature of amendmentNature of amendment

SOP- 16OPERATIONS &

MAINTENANCE PROCEDURE


Rev: 01

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0.3 TABLE OF CONTENT

0.1. COVER PAGE.................................................................................................................................................................1

0.2. LIST OF AMENDMENTS...............................................................................................................................................2

0.3. TABLE OF CONTENT...................................................................................................................................................3

1.0. PURPOSE.......................................................................................................................................................................4

2.0. SCOPE............................................................................................................................................................................4

3.0. REFERENCE..................................................................................................................................................................4

4.0. RESPONSIBILITIES.....................................................................................................................................................4

5.0. DEFINITIONS.................................................................................................................................................................4

6.0. OPERATIONAL PROCEDURES................................................................................................................................5

6.1. MOBILIZATION..........................................................................................................................................................5

6.2. MANPOWER RESOURCES....................................................................................................................................7

6.3. TRANSFER OF RESPONSIBILITIES....................................................................................................................9

6.4. MATERIAL, UNIFORMS, PRINTED MATTER, STATIONARY SUPPLY (REFER TO SOP.9 & 10)............10

6.5. SERVICE PROCESS……………………………………………………………………………………………..11

6.6. MONITORING & CONTROL PROCESS.............................................................................................................12

6.7 EMPLOYEE MEDICAL CHECK UPS……………………………………………………………………………

13

6.8. HEALTH, SAFETY, ENVIRONMENT CHECKS.................................................................................................14

6.9. INCIDENT / ACCIDENT REPORTING AND INVESTIGATION......................................................................14

6.10. HEALTH, SAFETY & ENVIRONMENT MEETINGS & DATA COLLECTION................................................16

6.11. CAMP CHECK IN / CHECK OUT PROCEDURES …………………………………………………….. 19

6.12 MAINTENANCE ACTIVITIES…………………………………………………………………………………..21

6.13. LAUNDRY PROCEDURE.......................................................................................................................................23

6.14. RECREATION FACILITY.......................................................................................................................................25

6.15 HOUSE KEEPING & JANITORIAL SERVICE 6.16 STORES PROCEDURE

6.17. PROJECT FINANCIAL REVIEW……………………………………………………………………………….30

6.18. DEMOBILISATION PROCEDURE ………………………………………………………………………………30.

7.0. RECORDS....................................................................................................................................................................31

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1. PURPOSE

The purpose of this procedure is to ensure that Operational & Maintenance Procedures are defined, activities are identified and maintained to demonstrate effective implementation of the Quality Management System in conformity with the specified processes.

2. SCOPE

This procedure covers all the activities undertaken by the company, from operational controls to the execution of processes.

3. REFERENCE

TSC.QAM.01. - Quality Assurance Manual SODEXO.AM. - ADMINISTRATION MANUAL – Sodexo TSC.SOP.02 - Control of Non-Conformities TSC.SOP.04 - HR Training & Records TSC.SOP.07 - Human Resources TSC.SOP.08 - Corrective & Preventive Actions TSC.SOP.09 - Purchase Process TSC.SOP.13 - Maintenance Procedures TSC.SOP.14 - HSE Activities HSE.Manual.01 - Health and Safety Manual – Sodexo

4. RESPONSIBILITIESThe application of this procedure is the responsibility of Operations Manager / Project Manager / Supervisors and all the staff members assigned for that specific project.

Quality Management Representative is responsible for arranging internal audits and verifying necessary compliance to the procedures and standards.

5. DEFINITIONS

Project Manager: He is the direct Manager of the Site or project he reports to the Operations Manager and is permanently on the location.

Operations & Maintenance: Any company business which involves the Reception, House Keeping, Maintenance, Landscaping, Laundry, Recreation management. All the activities combined in one business process.

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6. OPERATIONAL PROCEDURES

6.1. MOBILIZATION

6.1.1. Upon signing of a contract the General Manager communicates to the client officially about the Operations Manager & Project Manager to be responsible for the project. This appointment is communicated in writing to the Finance Manager, Commercial Manager, HRD Manager, Purchasing Manager, QHSE Manager / Quality Management Representative.

6.1.2. The Operations Manager carefully reads the contract and coordinates with the Commercial Manager to identify and fully understand the contractual obligations, customer expectations, and commercial projections of profitability.

6.1.3. The Operations Manager immediately establishes contacts with the duly authorized Client Representative

6.1.4. The Operations Manager visits the site to identify the location of the project and familiarize himself with the ongoing and expected services. The site visit is briefly documented and forwarded to the General Manager.

6.1.5. The Operations Manager draws up a summary of Mobilization Plan in a brief format assigning target dates / milestones to achieve various tasks.

6.1.6. Mobilization plan is submitted to the General Manager for review and coordinated with Finance Manager, Human Resources Manager, and Purchasing Manager, QHSE Manager for obtaining budgetary approvals, staff, health and safety induction training, purchase of equipment, installation respectively. The General Manager reserves the right to amend the milestones set in the mobilization plan for each task.

6.1.7. The Commercial Manager / Operations Manager draws up a Project Quality Plan, ( Ref: Operational SOP: 06-TSC.FRM.201) Which incorporates all the client contact details, types of services to be provided in the Project Quality Plan form the Summary of Contractual Obligation. (Ref: Business Development Sop :No# 5- TSC.FRM.303), originates from the Commercial department, handed over to the O & M division, the list of equipment provided by client, list of equipment provided by Teyseer Services Co., staff requirement, organization chart, etc.

6.1.8. It is mandatory for the Project Manager Operations Manager to take full inventory of client’s assets assigned to the Teyseer Services Co.’s use along with the status of the equipments. A copy duly signed and countersigned by authorized client representative is sent to finance department. A copy of which is kept on site. This full inventory is rechecked and updated at least once (1) every year.

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6.1.9. The original Project Quality Plan file is submitted to the Operations Manager for his approval after mobilization of a project and once approved the original is dispatched to the Quality Management Representative (QMR) and a copy is available with the Commercial Department and at the project site.

6.1.10. The Operations Manager, on being assigned to mobilize a project, immediately draws up a list of Staff requirement for the project outlining the category and specific skills required if any in the Manpower Request Form (Ref: HR SOP-07 TSC.FRM.656) and submits it to General Manager who then makes arrangements to source such manpower requirement within the State of Qatar by calling for a formal staff mobilization meeting or request HR Manager for providing the manpower if some manpower can not be mobilized from within. This request for manpower is submitted within 7 days of being appointed as the Operations Manager in-charge of the project.

6.1.11. The Operations Manager meets at regular intervals the client or his duly Authorized Representative to coordinate and appraise the ongoing status of the project mobilization. A summary of such meetings is documented and circulated to the General Manager for his review. A copy of such meetings is kept in the project file retained with the Project Manager.

6.1.12. Where the contract states that it is Teyseer Services Co. obligation to procure materials like heavy equipment, Small equipment Form (Ref: Procurement / Purchase SOP No: 09, TSC.FRM.457 ), linen etc., the Operations Manager identifies and forwards to Purchasing Department for purchasing.

6.1.13. The operation Manager prepares the Mobilization plan in co ordination with his designated team if they are selected for the mobilization.

6.1.14. The Operations Manager instructs the Project Manager to ensure that House Keeping Manager, Maintenance Manager, Laundry Manager prepares a requisition for cleaning chemicals, Equipments, Spare parts etc, quantities required for procuring all such materials and send it to CWH for processing. The approximate date of mobilization is mentioned on the order. ( Ref. Procurement SOP # 9, TSC.FRM. 457)

6.1.15. Any amendment to the contract is done through an amendment procedure and then documented.

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6.2. MANPOWER RESOURCES

6.2.1. The Project Manager / Operations Manager prepares a list of each category of staff required for the project (see section 6.1.10). He ensures that he personally selects the right caliber of staff that in his opinion has the required skills to work on the project. His signature on the Transfer Form (Ref: HR SOP No 07- TSC.FRM.663),

6.2.2. The designated Manager for the Project thereafter work in coordination with the Operations Manager for the smooth mobilization of the project and smooth day to day operation thereafter.

6.2.3. The Operations Manager introduces the duly appointed Project Manager to the Client Representative. This introduction is documented in the pre-mobilization summary of meetings document.

6.2.4. The Location Manager reviews uniform availability of staff selected for the project taking into account the type and pattern of uniform for each category or as contractually required. He prepares a list of all the uniform items required in the Uniforms and Bedding Requisition form (Ref: Procurement / Purchase SOP 09, TSC.FRM.454).

6.2.5. The staff is issued with the required number of sets of uniforms prior to the mobilization of the project. All such uniform issues are documented in the Uniform, PPE Receipt (Ref: Operational SOP No: 06 - TSC.FRM.208 ) and signed by the staff member concerned. This Uniform Receipt is retained with the site Administration.

6.2.6. Uniforms are replaced whenever it is deemed necessary by the Project Manager, an average time for use would be about 12 months from the date of issue.

6.2.7. A copy of the Uniform Receipt is sent to the HRMS to update the records on the e-HRMS software for traceability with the First Monthly envelope (along with the time sheets).

6.2.8. The Operations Manager ensures that all staff selected for the project undergo Induction Training Sessions covering all the relevant activities about that particular project and the Health and safety requirements of the business, being documented in the Group Training Session / Attendance Sheet Form (Ref: HR Training Records SOP: 04- TSC.FRM.688).

6.2.9. The site HSE department is responsible to conduct an camp induction session to any new staff arriving on the location using the HSE Location induction check list (Ref: HSE SOP No: 14, TSC.FRM.771) upon the arrival. This will give the staff a clear picture of the locations, scope of work of Teyseer Services Co. contract, name of client and their scope of work, and the Hazards that he might face and the PPE that he needs to wear while doing his job.

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6.2.10. Prior to starting work, The Project Supervisors / Managers explain to the staff about his Job description. The staff reads and signs Job Specific description (TSC.JD Forms). [Find attached at the end of the QMS] As a sign of approval of his duties and responsibilities, agrees to follow the guidelines of his supervisors.

6.2.11. The Supervisors / Site HSE is responsible to conduct a specific induction session to the new arriving staff according to the department / section where he will be assigned and working i.e. Maintenance, Stores, laundry, housekeeping etc. The HSE Job Specific induction checklist is used and session recorded using (Ref: HSE activities SOP # 13- TSC.FRM.772) accordingly.

6.2.12. The reporting structure in the form of Site Organization Chart (Ref Operations

SOP # 06 -TSC.FRM.265), (A template) is documented and displayed on site once the operations commence. This Organization Chart is updated by the Project Manager whenever changes take place on the location.

6.2.13. A Duty Roster (Ref Operations SOP # 06 - TSC.FRM.264 ) is prepared by the departmental Supervisors and approved by the Project Manager. This duty roster is available on site at any given period. Amendments are made to suit the operation once the project is mobilized and operational. However, all such amendments are approved by the Project Manager.

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6.3. TRANSFER OF RESPONSIBILITIES

6.3.1. Before taking over the responsibility of the site the newly assigned Project Manager for the site is briefed about the status of the site and handed over all the necessary documentations and assets that he needs for the proper functioning of the location. The Transfer of Responsibility (PM level) form (Ref Operations SOP # 06 TSC.FRM.268A ) is duly filled and signed by the outgoing and incoming Project Manages the Operations Manager reviews and approves this transfer form / Leave- vacation application. In case more details are needed, a detailed note concerning the important ongoing affairs is given to the incoming Project Manager.

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Section: 6.4 - 6.5Updated:01.09.2013

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6.4. MATERIAL, UNIFORMS, PRINTED MATTER, STATIONARY SUPPLY (refer to SOP.9 & 10)

6.4.1. The Project Manager reviews uniform availability and need of staff on the project taking into account the type and pattern of uniform for each category or as contractually required. He prepares a list of all the uniform and bedding items required in the Uniforms and Bedding Requisition form (Ref Procurement / Purchase SOP # 9 TSC.FRM.454) . He forwards his requisitions with the first end of month envelope by the 25th of the Month for approval from the Operations Manager. If the client is providing all the bedding materials-request is not valid.

6.4.2. The Project Manager reviews the need for Printed Matters and Stationary, and reports to his Operations Manager using Printed Matters Requisition Form (TSC.FRM.412) and Stationary Requisition Form (TSC.FRM.458).Telephone card requisition ( TSC form 458 A) He forwards his requisitions with the first end of month envelop by the 25th of the Month for approval form the Operations Manager. Please Refer the Procurement / Purchase SOP# 09 for the above forms

6.4.3. The Project Manager reviews small equipments need, and reports to his

Operations Manager if it is the contractual responsibility of Teyseer Services Co. to purchase the items using Small Equipment Requisition Forms (Ref: Procurement / Purchase SOP # 09 - TSC.FRM.457 ). He prepares a list of all the small equipments required and forwards it to his Operations Manager / Director of Operations for Approval.

6.4.4. The Operations Manager forwards approved requisitions (TSC.FRM. 458, 412) to the Purchasing Officer in the Purchasing Department for Processing.

6.4.5. Items may be purchased in cash from other vendors on exceptional basis such as breakdown spare parts, etc. subject to the following delegation of authority for each purchase.

- Project Manager: (to agree an amount with FAD / PURCHASING)- Operations Manager: (as above)- Director of Operations: (as above)

6.4.6. The Delivery Note (Ref: Procurement / Purchase SOP# 09 - TSC.FRM.465 ) (both white and pink copy) is amended to read the actual quantity received.In case of delivery quantities are not matching with what is physically supplied. After delivery is checked and signed by the Location Manager or the Storekeeper the original Delivery Note (white copy) is returned to the Purchasing Officer, and the pink copy retained on site.

6.4.7. All materials held in the store are recorded in Stock Cards (Ref: Operational SOP # 06 - TSC.FRM.253 ) or computerized stock cards for HK / Maintenance parts & consumables

6.4.8. All delivery records are transferred to the Finance Department at the end of each month.

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6.5. SERVICE PROCESSING - FULL OPERATION

6.5.1. All the services shall be offered with a goal of customer Satisfaction and service. All the departments shall make planned efforts to achieve this goal. Services are delivered with the Planned QC formats

6.5.2. The respective departments like Reception, House Keeping, Maintenance, Recreation, laundry and the camp management is directly responsible for the quality of Service.

6.5.3. All the departments are supported with the basic instructions and the required forms.

6.5.4. Periodical planned Inspections and Audits shall be conducted by the concerned supervisors and the site HSE department.

6.5.5.The measurement for the Quality of Service is the customer comments, client feedback which are scored and communicated to all the departments.

6.5.6. Close co ordination with the Client Representatives to make sure that the contract is implemented to the reasonably practically.

6.5.7.Periodical reviews by the departments with the Project Manager to make sure those non conformities are eliminated.

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6.6. MONITORING & PROCESS CONTROL

6.6.1. Monitoring and control process is a key for quality service and bearing that in mind Teyseer Services Co. pays great importance to this process. This process involves both internal and external monitoring and control.

6.6.2. The Project Manager / House Keeping Manager / Maintenance manager/ Recreation Managers ensures that a Cleaning Schedule (Ref: HSE activities SOP # 13 - TSC.FRM.703.A ) is made available on site covering the cleaning of all areas which are part of contractual scope of work. The Cleaning Schedule is approved by the Project Manager and displayed on site. Site HSE department monitors the process.

6.6.3. Once a month, the Project Manager conducts a Site Inspection Monthly Report using the concerned form (Ref: HSE activities SOP- 13- TSC.FRM 780)

6.6.4. The findings of all such inspections are documented on the concerned form with setting target dates to correct non-conformities or deficiencies. Training sessions are scheduled if found needed.

6.6.5. These inspections are documented on site for 1 (one) year and inspected by the Operations Manager and the QHSE Manager or his representative during their visits.

6.6.6. The Project Manager meets the Client Representative periodically to get a feedback if any, concerning the services; all such comments are documented in the Client Feedback form TSC form # 204(B) once in each quarter.

6.6.7. The Site QHSE department conducts staff meeting at least once every week with detailed reported including issues discussed and attendance in the QHSE toolbox meeting minutes form (Ref: HSE activities SOP # 13- TSC.FRM.761 ). or daily as required

6.6.8. The Project Manager ensures that each site is provided with Job descriptions

covering all categories of staff.

6.6.9. A copy of all such records is maintained on site.

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6.7.EMPLOYEE MEDICAL CHECK UPS

All the employees working at the site shall be medically fit and a copy shall be given to the client. The site shall co ordinate with HR department on the employees due for medical examinations for visa renewals with an advance notice of 30 days for better planning.

For general sickness and basic first aid, the site medical centre / First aid centre can be used with the basic medicines.If any employee is sick, he can be referred to HR department, which in-turn refers the employee to the Company Medical Adviser for further treatment.

6.7.1. Medical Aid Centre:

The camp medical centre shall make sure to attend any medical needs and general ill health issues and minor accidents

Camp medics also examines all the incoming residents, just to ensure they are healthy

Medical centre also plays a role in combating the infections and communicable diseases.

The centre shall be well equipped and shall have the basic first aid materials and the basic medicines for very minor ill health matters. How ever they shall abstain from giving the medicines without the consultation of a medical adviser.

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6.8. HEALTH, SAFETY, ENVIRONMENT (Refer the HSE activities SOP No 13)

6.8.1. The Site QHSE conducts periodical health, Safety & Environmental Audits and

inspections on the locations at random and on unscheduled surprise visits.

6.8.2. The HSE Manager or designated trained person documents his findings in the Safety and Health Audit (TSC.FRM.757) or in the inspection reports by the site supervisors / HSE team (TSC.FRM. 702).These can be at the site level reports.

6.8.3. His findings are documented in the concerned forms ( TSC Form # 702) and the original of such inspection reports are forwarded to Operations Manager with a copy made available to the General Manager and Project Manager.

6.8.4. The QHSE Manager / Site HSE Manager issues a copy of this document (TSC.FRM.757, 702) to the Project Manager for any non-conformity observed along with a corrective action plan to be followed. A copy of the same is made available for the Operations Manager for further follow up and to the General Manager for monitoring.

6.8.5. The QHSE Manager ensures that Teyseer Services Co. Quality, Health, Safety, Environment documents (Standard Operating Procedures, Health Safety and Environment Manual, JSA’s Induction Booklet) are kept on site and used by the Project Manager and his subordinate to promote awareness.This needs to be updated as and when required by site HSE with the departmental supervisors.

6.8.6. The Project Manager identifies the Need for Pest Control and its frequency, and informs his Operations Manager who shall take necessary actions to provide this service through a specialized company.

6.9. INCIDENT / ACCIDENT REPORTING AND INVESTIGATION

6.9.1. All Incidents / Accidents will be reported and investigated regardless of severity and amount of property damage.

6.9.2. It is the responsibility of each employee to immediately report the Incident / Accident either in which he is involved or witnessed to his Project Manager or site HSE. Employees will report all Incidents / Accidents.

6.9.3. Employees participate openly and honestly with any Investigation of Incidents / Accidents in which they are involved or observed, and come forward in any Investigation for which they may have pertinent information.

6.9.4. The Project Manager / Site HSE Manager makes notification to the appropriate Teyseer Services Co. and/or Client Personnel.

6.9.5. An immediate fact-finding, not fault finding, investigation is conducted by Location Manager or Operations Manager by filling the Incident / Accident Report form (TSC.FRM.751) and forwarded to QHSE Manager in a timely manner.

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6.9.6. In the event where the accident have caused injuries to the concerned person, and is rated as a Lost Time Incident (LTI), The Project Manager shall fill up an Injury Investigation Report Form (TSC.FRM.754) and forward it to the QHSE manager in a timely manner.

6.9.7. The QHSE Manager intervenes at any time in Incident / Accident Investigations that have grave or serious consequences for any Teyseer Services Co employee(s), or Teyseer Services Co organization.

6.9.8. Project Manager, Operations Manager and QHSE Manager, review the investigation, approve the final report, and assign corrective and/or preventive actions. Retrievable documentation on the process is maintained.

6.9.9. This analysis is explained to all location employees by the Safety officer / Supervisors during Weekly HSE Toolbox Meetings and used for specific and / or systematic improvements to the Health & Safety Program.

6.9.10. The Teyseer Services Co. QHSE Manager / QHSE officer compiles and analyzes the results of all Incident/Accident investigations to identify any trends, work sites, or specific jobs with higher rates of Incidents / Accidents. The QHSE Manager presents his findings along with the corrective and preventive actions taken to the Loss Prevention Team members

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6.10. HSE COMMUNICATION, MEETINGS & REPORTING:

HSE WEEKLY MEETING

During the staff meeting (review section 6.6.9) the QHSE Department conducts a Weekly HSE toolbox meeting that consists of a short training session / brain storming on one of the topics related to Quality, Health, Safety, and Environment.

6.10.1. During the Weekly HSE meetings the QHSE officer also reviews with his staff the HSE safety alerts sent for the Support Office or Head Office.

6.10.2. The Project Manager shall review with his team all the accidents, incidents, or near accidents and STOP Cards / Hazard Recognition Cards that were reported during the week on his location and can collect recommendations, remarks concerning hazards and risk management.

6.10.3. Document these meetings in the HSE Toolbox Meeting Minutes Form (TSC.FRM.761) by recording the attendance and topics discussed.

6.10.4. Weekly HSE Toolbox Meeting(s) Minutes form is kept on file with the concerned manager for 2 year and subject to planned and unplanned audits.

Q-HSE BULLETIN BOARD

6.10.5. The Location Manager shall post safety records & statistics, Emergency response Cards, Toolbox Newsletter topics, Posters, HSE Alerts, Q-HSE Awards, Training Records, etc along with any hot news, events or important notices on a dedicated Bulletin Board on his location for all employees to see and follow.

6.10.6. T he Q-HSE Bulletin Board information shall always be up to date.

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HSE - END OF MONTH REPORTING

6.10.7. On the 23rd of each month, each Project Manager reports all the statistics concerning Number of Staff assigned to the project, Number of Man Hours spent during the Month (total numbers of real worked hours by all the staff during the Month), the STOP Cards issued, all type of Personal / Vehicle accidents or Near-Misses that happened during working hours on the location. The reporting is done using Incident / Accident Report form (TSC.FRM.751) & Injury Investigation Report (TSC.FRM.754) and H.S.E. Monthly Statistics form (TSC.FRM.752)

6.10.8. This data is sent to the QHSE Manager at the H.O. with the first monthly envelope (#1) sent to the Operations Manager .

6.10.9. The QHSE manager assesses all those data and combines them to be used in the Loss Prevention Team Meeting and updated on the Sodexo QHSE intranet.

6.10.10.IVMS – Integrated Vehicle Management Systems: (As per contractual requirement).

6.10.11. IVMS devises are fitted in the designated vehicles, this IVMS is managed by the site HSE manager, and data shall be down loaded once in a month as per the requirement, the results shall be analyzed

6.10.12. JOURNEY MANAGEMENT: As per the client requirement. But in Qatar it is not mandatory as country is small,well laid roads etc

6.10.13. Project Manager to prepare the list of vehicle required for the operation and approved from Operation manager, send to Head Office for approval. While receiving vehicles signed the Vehicle Transfer form (Ref: Logistics SOP # 17 - TSC.FRM.961

6.10.14. Camp Administrator / Site HSE should inspect the vehicle and approved and to brief the driving rules and procedures of the project.

6.10.15. Camp Administrator will monitor the vehicles/driver Management as per project requirements

6.10.16. Before departure driver must ensure the persons are fully aware of his trip

6.10.17. Night driving required the prior approval of Project Manager or if required Clients approval

.

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EVALUATION OF CUSTOMER SATISFACTION

6.10.18.All letters, e-mails, memorandum, certificates pertaining to appreciation and complaints from client are documented on a summary form and kept on site.

6.10.19.The Operations Manager documents corrective action concerning complaints and he replies in writing to the client with an action plan to correct such deficiencies that lead to the complaint.

6.10.20. A copy of all such letters, emails, certificates, etc along with the reply and corrective action plan by the Operations Manager is forwarded to QMR.

6.10.21. QMR presents the statistics of the Customer Satisfaction surveys along with the complaints and appreciation documents and follows up in the Management Review Meetings.

6.10.22.A copy of appreciation letters and certificates are forwarded to the Commercial Manager for later on use for tendering purposes.

6.10.23. Client feedback Form (TSC.FRM 204B shall be presented to the client quarterly as per the client’s wish and the feedback to be captured.

6.10.24. Customer Feedback form ( Ref Operational SOP # 06 TSC.FRM 204A ) shall be given to the Permanent Residents of the camp for the valued feedback at least once in 3 months if the client agrees to run this exercise.

6.10.25. Customer Complaint : Whenever there is a complaint from the residents regarding the unsatisfactory condition of the service or any defect, it shall be filled by the resident and hand over to the reception.

6.10.26. This feedback is discussed with the concerned department and corrective action is initiated, finally the complainant is being informed about the action.

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6.11. CAMP CHECK IN – CHECK OUT PROCEDRUES

6.11.1 Firstly the client informs the reception / Project Manager about the Arrival

6.11.2 Reception allots the room and reports the House Keeping about the arrivalAs soon as the person arrives the Reception, he needs to fill the Registration form (TSC.Frm.801) with the valid documents

6.11.3 Room Key is handed over to the new resident6.11.4 He is escorted to the room and the bed linen is handed over

6.11.5 Site HSE department will give the camp induction and camp familiarization to make him feel comfortable with the camp services.

6.11.6 For the Teyseer employees on arrival needs to go for a general medical check up in the camp first aid / medical centre to make sure that he is fitIf the resident wants to vacate the accommodation, client informs the

6.11.7 Soon after getting this information, Reception reports to Housekeeping to make sure that the bed linen, and other items are handed over back to the House keeping

Soon after getting this information, Reception reports to Housekeeping to make sure that the bed linen, and other items are handed over back to the House keeping

6.11.8For the residents check out from the camp, they will get the Material exit pass from reception and report to security for clearance

. 6.11.9 After approval from security the resident shows the Material Exit

pass(TSC.Frm.801.A) to the reception for collecting the check out form prepared by reception

6.11.10. The resident needs to hand over the RLIC pass & Camp badge to the security. This action makes the resident to go out of the camp permanently / vacation

6.11.10.B. Any personal belongings lost or found by the camp residents, the resident shall compete a form known as “Lost Slip” ( TSC.FRM 802.a )which is available at Reception. If the material is lost, the complaint is taken and reviewed with House Keeping, maintenance departments, requesting if anybody finds the lost belonging

If any belonging found, use Found Slip (TSC.FRO 802.b), the same procedure shall follow.

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6.11.10. C KEY CONTROL:

Every room shall have 3 copies of keys. 1st copy with the Camp resident, 2nd copy with the Room Boy and 3rd copy with the Reception. The room boy shall take the keys from reception every morning and shall deposit back to the reception in the evening. Special approvals are required to make a duplicate key if it is lost.

6.11.11 CAMP INDUCTION

Soon after the check into the camp, the camp resident shall go through the camp induction to get familiarized with the camp facilities and camp rules. During the induction all the required Policies are explained.

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6.12.CAMP MAINTENANCE ACTIVITIES:

6.12.1. Maintenance department basically does all the preventive maintenance and corrective maintenance of all the equipments and facilities with a wide coverage in the camp.

6.12.2. The department’s maintenance activity is administered by PLAN ON software which tracks all the activities.

6.12.3. Plan On and schedules is defined for the reference. (Ref. doc.GV Camp.maint-opr.1)

6.12.4. For any maintenance complaint residents come to reception to register the complaint or through maintenance work request ( TSC.FRM.805) in the reception then this will communicates to maintenance department

6.12.5. All the work orders are recorded through maintenance department Plan On and are repaired on the priority basis.

6.12.6. Maintenance department shall also have the “Preventive Maintenance plan” for all the major equipments like generators, transformers, major AC units, Pumps, Fire Hydrants and motors and any machinery which requires Preventive Maintenance. This is done on the PLAN On software.

The following forms are used in the maintenance1. Maintenance Work Request (TSC.FRM 805)

2. Daily Maintenance activities report. (TSC.FRM 806)

3. Preventive maintenance check list –Generator.(TSC.FRM 807)

4. Fire Pump weekly operating test Checklist.-Electric (TSC.FRM 808)5. Fire pump weekly operating check list-Diesel. (TSC.FRM 809)6. Fire Sprinkler Monthly Inspection check list. (TSC.FRM 810)7. Monthly electrical distribution check list. (TSC.FRM 811)8. Preventive maintenance check list for transformer.(TSC.FRM 812)9. Lift station check list.(TSC.FRM 813)10.Battery inspection check list – Substation.( TSC.FRM 814)11.Battery inspection check list - IT room.(TSC.FRM 815)12.Electrical fixture checklist. (TSC.FRM 816)13.Electrical Fixture checklist-Ablution(TSC.FRM 817)14.Weekly Preventive maintenance checklist for window AC units

(TSC.FRM 818)15.Preventive maintenance check list for Meat Chillers / Freezers.

(TSC.FRM 819)16.Preventive maintenance check list for Package Type Units

(TSC.FRM 820)17.Preventive maintenance check list for Heat Pumps.(TSC.FRM 821)18. Preventive maintenance check list for Split AC Units.(TSC.FRM 822)

19. Preventive maintenance check list for circulation pumps.(TSC.FRM 823)

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20.Preventive maintenance check list for Washing machines. (TSC.FRM 824)

21. Preventive maintenance check list for Tumber Dryers.(TSC.FRM 825)

22.Preventive maintenance check list for Portable irrigation pumps. (TSC.FRM 826)

23.Plumber Preventive maintenance check list - Ablutions. (TSC.FRM 827)

24.Carpenter Preventive maintenance check list for Ablutions. (TSC.FRM 828)

25.Monthly Valve Pit Inspection Checklist.(TSC.FRM 829)26.Weekly PRV Inspection List.(TSC.FRM 830)27.Plumber Weekly preventive maintenance check list for water

Coolers.(TSC.FRM 831)

6.12.7. Maintenance History & Monthly summary report is maintained with Preventive and corrective actions recorded in the Plan on software.

6.12.7.1. When ever the maintenance department requires the spare parts, they need to complete the Small Equipment Request From (Tsc.Frm.457) get it approved by the project manager and operations manager and finally it goes to the General Manager for the approval.

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6.13.LAUNDRY PROCEDURE

6.13.1. A Laundry day starts with the Laundry supervisor assigning the laundry duties to the laundry men.

6.13.2. The Laundry is received from housekeepers / Room Boys as per the laundry schedule or from the residence of the Camp.

6.13.3. The Laundrymen start to sorting of laundry bag put it for washing.6.13.4. Separate loads are place in the machines & washed at the correct temperature

settings.6.13.5. The loads are removed out and dried as per the type of fabrics. It is done

through the Drying machine or drip drying.

6.13.6. The laundry man sorts the laundry into material and color types. This mainly involves ironing and tidying the room.

6.13.7. The Laundry Supervisor / Laundrymen receives the cleaning items requisitioned by weekly by filling the Material Request Form.

6.13.8. The Laundry Man checks that the clothes in the laundry bag correspond to the laundry form filled by the resident. If not, he contacts the owner of the clothes to clear up the non-conformity.

6.13.9. Once dried, the clean laundry is sorted into owner piles and iron press the laundry if required. While the entire laundry process- the laundry team shall take precautions to prevent the damage to the cloths.

6.13.10. Sick resident’s laundry is washed separately with the required sanitizers under the supervision, specially marked for collection, distribution.

6.13.11.The laundry man packs the laundry and gives it to the housekeepers / room boys to return it to the Residents. Laundry shall take adequate precautions to make sure that the right cloths are delivered as per the laundry slip.

6.13.12.At the end of the day, the laundry room is made Clean & Tidy. Equipments are checked and breakdowns or malfunctioning are reported to the supervisor.

6.13.13.The cleaning supervisor inspects the cleaning work done and gives his approval. The laundry room then is closed.

6.13.14. The Laundry supervisor collates the time sheets & overtimes sheets and Duty Rosters. He makes the requisition for the cleaning items.

6.13.15 Laundry equipment is cleaned daily basis or as and when required.

6.13.16 All the cleaning chemicals are store separately, under supervision, shall have MSDS, COSHH sheets

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6.14. Recreation Facility & Management. 6.14.1 Camp Recreation Manager shall make sure that all the recreation facilities

are maintained in a clean and hygienic manner at the same time safely.

Recreation Hall Daily check list. (TSC.FRM.835)

6.14.2 All the camp residents are briefed about the recreation facility and the health

& Safety precautions during the camp induction.

6.14.3 For using the Recreation equipment, residents shall fill the Recreation

Materials and Equipments Check out and Check in list. (TSC.FRM # 838).

This is maintained by the recreation department.

6.14.4 All the facilities shall be clean and cleaning check list (TSC.FRM# 803) shall be

implemented

6.14.5 Each internet facility shall have a user’s register prominently displayed at all

the areas to make sure that the users logs into the book for reference needs

6.14.6 The recreation department supervises the Swimming pool’s water quality and

other chemical parameters.

6.14.7 Life guard standard reporting procedure is available and followed in case of

emergency at the pool. (Ref: “Life guard Standard reporting Procedure”)

6.14.8 There is a Weekly Swimming Pool Maintenance Report (TSC.FRM #837)

made by the Maintenance department in coordination with the recreation

Manager for monitoring.

6.14.9 Swimming Pool operators & Life guards would clean the pool and the

premises

6.14.10 .If any residents or the recreation users would like to pass on any feedbacks,

they can enter their comments in “Recreation Facilities Comment and

suggestion Book”(TSC.Frm.836) which is placed at the Recreation room.

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6.15.HOUSEKEEPING & JANITORIAL PROCEDURE

6.15.1. A Housekeeping day starts with the Housekeeping supervisor assigning the housekeeping duties to the Room Boys according to his housekeeping plan and contractual obligation.

6.15.2. The Housekeeping Manager / supervisor receive the cleaning items requisitioned on weekly basis

6.15.3. The Room Boy takes his cleaning equipments, material and keys of the offices, rooms; etc if required from the supervisor, then heads toward the relevant area where his job has been assigned.

6.15.4. The Room Boy is responsible for accomplishing the duties assigned to him then locks the office, room etc and gives back the keys to the supervisor. In the case where the contractual obligations state that Teyseer Services Co. should provide the laundry of the dirty beddings and towels the Housekeeper is responsible for sending and collecting the clothes to and from the laundry.

6.15.5. The Housekeeping supervisor does his daily inspections on the area being cleaned and maintained to check the quality of cleaning and servicing and Inform to Housekeeping manager.

6.15.6. At the end of the day the Housekeeping supervisor supervises the housekeepers tidying up and returning the cleaning items to the housekeeping store.

6.15.7. The Administrator prepares time sheets & overtimes sheets.

6.15.8. Housekeeping Manager makes the requisition for the cleaning items.

6.15.9. The Housekeeping supervisor agrees with the client representative on offices / public area cleaning schedules and plans the Duty schedule Accordingly. Cleaning Checklist (TSC.FRM 803) is maintained for all the public areas and for the rooms.

6.16. STORES PROCEDURE :

All the cleaning chemicals, maintenance spare parts, other adhesives and minor operating tools and equipments are stored in the ware house.

All the stocks are controlled by the Inventory soft ware package and there is a monthly inventory is prepared as closing stock.

The requisitions are made as per the monthly requirement and ordered with the approval of Project Manager and Operations Manager.

Delivery Note will be signed by the store keeper once the materials are received.

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If any of the materials are received / transferred to / From any site ( Inter center Transfer. (TSC.FRM. 463 ) is prepared and approved by the Project Manager.

The Departments like House Keeping, Maintenance, Recreation departments would make the requisitions (Tsc.Frm.407), from the warehouse.

If there is any requirement for any small equipments by teyseer, Small Equipment Request form.(TSC.FRM.457) shall be used.

For any Back chargable materials from client (TSC.FRM.832) & for monthly bulk order (Tsc.Frm.833) shall be used

For the issue of back chargeable materials for Maintenance, (TSC.FRM.834) shall be used.

The materials in the stores shall be stacked and arranged in an orderly manner.

There shall be checks on the Expiry of the chemicals and validity.

Stores shall have the MSDS on hand and shall be displayed against each item.

Special attention to the Hazardous chemicals storage in terms of safety.

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Go to office

Collectworkduties &plan dutiesfrom the

supervisor.

Gather allcleaning items

& tools, ifnecessary

Go to thesports area

Go to thechanging

rooms

Clean thesinks,

showers &toilets

Refer totraining

Clean thewalls

Clean the floor

Refil soaps &towels if

necessary

Removerubbish &

replace withempty bags

Removerubbish to acentral point

Refer totraining

Refer totraining

Refer totraining

Housekeeping appendix, Sports area

Check all thefloors in thesports areasfor lost items& store them

in the lostproperty, ifany found.

Sweep awayall dust & dirt

using anindustrial dry

mop.

Clean all thedoor handles

& viewingguard rails.

Clean all thewindows

Send usedcloths to the

laundry

Clean thetools & storethem with theother items.

Leave thesports area

Return to thehousekeepingoffice & report

to thesupervisor.

Refer totraining

Refer totraining

Refer totraining

Refer totraining

Housekeeping appendix, Sports area

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6.17. PROJECT FINANCIAL REVIEW

6.17.1. A Financial Review takes place for every project mobilized within a period of 3 months. The commercial costing is compared with the actual results to identify negative or positive variations between commercial costing and actual results. Operations Manager and Commercial Manager is involved in this review and the findings of negative variances and cause for the variances are reported to the General Manager and Finance Manager along with a corrective action plan to bring the profitability up to commercial projections. All such reviews are documented and available with the OM & GM.

6.17.2. A follow up review takes place if the project continues to perform below the commercial projection of profitability for which approval has been granted to tender. In such a case another corrective action plan is to be designed. The reporting structure and documentation is done in accordance.

6.17.3. Should this attempt fails and it is learned that the commercial projections are not achievable the operations Manager informs the General Manager and Finance Manager in writing highlighting the under estimated portion or part considered in commercial projections for further action.

6.18. DEMOBILISATION PROCEDURE

When the project is coming to an end, a detailed demobilization plan shall be prepared by the project Manager in consultation with the Operations Manager and the Client Representative.

This starts from the Inventory, complete camp cleaning, Repairs and maintenance, Employee Relocation, sorting out the financial & administrative matters, surrendering all permits and final handover with suitable and sufficient documentation. There shall be series of client meetings to make sure about the smooth transition.

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7. RECORDS TSC.FRM.201 – Project Quality Plan TSC.FRM.204.a – Customer Comments Forms TSC.FRM.204.b – Client feedback form TSC.FRM 204.c – Customer Complaint Form TSC.FRM.208 – Working Cloths / PPE Receipt TSC.FRM.208A- Uniform Recap Form TSC.FRM.253 – Stock Cards TSC.FRM.262 – Month Closing Documents Check List TSC.FRM.264 – Duty Roaster TSC.FRM.265 – Site Organization Chart TSC.FRM.268 – Transfer of Responsibility (Project / Oprs. Manager) TSC.FRM.303 – Summary of Contractual Obligations – from Contracts

TSC.FRM.412 – Printed Matter Requisition Form TSC.FRM.454 – Uniform & Bedding Requisition TSC.FRM.457 – Requisition for Small Equipment Form TSC.FRM.458 – Stationary Requisition Form TSC.FRM.462 – Physical Inventory Form TSC.FRM.463 – Inter Center Transfer Form TSC.FRM.465 – Central Warehouse Delivery Note

TSC.FRM.501 – Equipment Maintenance Identification Form TSC.FRM.502 – Periodic Maintenance Analysis Report TSC.FRM.503 – Equipment Maintenance Repair Request Form – O & M TSC.FRM.504 – Vehicle Maintenance Repair Request Form

TSC.FRM 654 – Bonus sheets TSC.FRM.656 – Manpower Request Form TSC.FRM.663 – Staff Transfer Form TSC.FRM.664 – Vacation & Contract Extension form TSC.FRM.666 – Vacation Request TSC.FRM 668 –Exit Only request TSC.FRM.688 – Attendance Sheet / Group Training Session

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TSC.FRM.702 – Walk Through Inspection TSC.FRM 703 – Cleaning Schedules TSC.FRM.751 – Incident / Accident Report Form TSC.FRM.752 – Health Safety & Environment Monthly statistics Form TSC.FRM.754 – Injury Investigation Form TSC.FRM.761 – Weekly HSE Toolbox Meeting(s) Minutes Form TSC.FRM.771 – HSE Location Induction Check list TSC.FRM.772 – HSE Job Specific Induction Check list (according to type

of work) TSC.FRM.773 – Driver Responsibility form TSC.FRM.778 – COSHH Products Index TSC.FRM.779 – COSHH Assessment Record TSC.FRM 780 – Monthly HSE Inspection Report

TSC.FRM.801 – Registration Form / Inventory list TSC.FRM.801 B - Material Exit Pass TSC.FRM.802.a – Lost Slip TSC.FRM.802.b - Found slip TSC.FRM.803 – Cleaning Checklists - Housekeeping TSC.FRM.805 – Maintenance Work Request. TSC.FRM.806 Daily Maintenance activity report Form. TSC.FRM.807 Preventive maintenance check list for the generators. TSC.FRM.808 Fire Pump weekly operating test report. TSC.FRM.809 Diesel fire pump weekly operating check list. TSC.FRM.810 Fire Sprinkler Monthly Inspection check list. TSC.FRM.811 Monthly electrical distribution check list. TSC.FRM.812 Preventive maintenance check list for the transformers. TSC.FRM.813 Lift station check list. TSC.FRM.814 Battery inspection check list – Substation. TSC.FRM.815 Battery inspection check list - IT room. TSC.FRM.816 Electrical fixture checklist ( 1,2,C5,C60). TSC.FRM.817 Ablution electrical Fixture checklist. TSC.FRM.818 Weekly Preventive maintenance checklist for window AC

units TSC.FRM.819 Preventive maintenance check list for Meat Chillers /

Freezers. TSC.FRM.820 Preventive maintenance check list for Package Type Units TSC.FRM.821 Preventive maintenance check list for Heat Pumps. TSC.FRM.822 Preventive maintenance check list for Split AC Units. TSC.FRM.823 Preventive maintenance check list for circulation pumps. TSC.FRM.824 Preventive maintenance check list for Washing machines. TSC.FRM.825 Preventive maintenance check list for Tumber Dryer. TSC.FRM.826 Preventive maintenance check list for Portable irrigation

pumps. TSC.FRM.827 Plumber Preventive maintenance check list for Ablutions. TSC.FRM.828 Carpenter Preventive maintenance check list for

Ablutions. TSC.FRM.829 Valve Pit monthly Inspection report.

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TSC.FRM.830 Weekly PRV Inspection List. TSC.FRM.831 Plumber Weekly preventive maintenance check list for water

Cooler. TSC.FRM.832 Material Issuance Form TSC.FRM.833 Material Requisition Form TSC.FRM.834 Monthly Bulk order Requisition form TSC.FRM.835 - Recreation hall Daily check list TSC.FRM.836 – Recreation Facilities Comment and Suggestion book TSC.FRM.837 – Weekly Swimming Pool Maintenance report TSC.FRM.838 - Recreation materials Check out & check in list TSC.FRM.839- Fire Alarm Devices Daily Inspection Check List TSC.FRM.840- Fire Alarm Devices Weekly Inspection Check List TSC.FRM.956 – Asset Transfer Form TSC.FRM.961 – Vehicle Transfer Form TSC.FRM.962 – Vehicles Monthly Report TSC.FRM.963 – Vehicle Accident Report.

SOP-16 O M Reviewed Draft-1

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