ITG Operations Manual

Tenders
Target
This procedure explains how to submit and follow-up bids and offers on services and systems provided
by a group company of the perfect trade.
Application domain
This procedure applies to all bids and offers on services and systems provided by a group company of
the perfect trade.
Definitions
Policies
1 / 4 take into account the optimum combination of the company trade at the bidding and presentations
adhere to the conditions and specifications required by customers and to ensure its competitive
position.
2 / 4 take into account the optimum combination of the company trade at the bidding and selection of
Special offers that are commensurate with the vision of the company's strategic and competitive
position.
3 / 4 Group is committed to the ideal of the trade when making bids and offers the highest degree of
professionalism and confidentiality.
Responsibilities
1/5 follow-up responsibility for the daily newspapers on a daily basis and to draw bids of interest and
relevant to the nature of the work of a group company of the perfect trade on employee sales.
2 / 5 is responsible for the preparation of final offers to the Sales and Marketing, depending on the input
from the technical department and finance department.
3 / 5 any further details on the responsibilities listed in paragraph (6).
Procedure
1 / 6 the sales staff to follow up daily newspapers, so that the filming of ads tenders that it finds relevant
to the nature of the company's work and submit to the Director of Sales and Marketing for
consideration.
2 / 6 is the sales agent to communicate with existing customers and potential customers and receive the
applications and submit them to Director of Sales and Marketing for consideration.
3 / 6 The director of sales and operations in coordination with the Director to study the tenders and
choose what is suitable for them to provide it.
4 / 6 is the sales manager to transfer the tender to the Operations Department to study and complete
the procedures, as is the case of direct client contact with the Department of sales.
5 / 6 The Director of Operations to study the tender or the request from the client to determine the
feasibility of its implementation, in light of the company's work and the size of the project and existing
projects with the company.
6 / 6 The director of operations in liaison with the concerned authority to inquire about any
requirements or conditions or certain specifications for the project, and coordination of the field visit (if
necessary) by the ideal of the trade group for the detection of the work site before making a formal
offer.
7 / 6 The president of engineering projects and the appointment of an engineer to study all the
requirements of the tender (or the client's request) and all documents relating to the analysis, and
design systems required and the preparation of the technical offer of the systems and components and
the issuance of drawings and plans according to what is required. As the engineer to prepare the
accounts the cost of materials, components and their quantities, types and hours of work necessary to
implement the project and submit them to the head of engineering and projects.
8 / 6 The president of engineering projects and review the designs, drawings and technical offer and bills
of quantities and pricing and submit to the director of operations after approval.
9 / 6 The director of operations have access to designs, drawings and display and directed by the
Director of Sales and Marketing after approval, who will complete the presentation of the financial side,
and according to funding policies and determine the profit margin in each case, and in coordination with
the chief financial and administrative support.
10 / 6 The Director of Sales and Marketing the processing of the display in its final form according to the
tender conditions or the client's request and submitted to the Director-General or his deputy.
11 / 6 The Director-General or his deputy to review the supply of technical, financial and prices,
conditions and amendments in coordination with the managers concerned if the need arises and the
final signature of approval.
12 / 6 is the progress of technical and financial offer is closed and sealed with the seal of the company
and signed by the Director-General or his authorized representative and accompanied by full
documentation required by the tender conditions, or a request with the client to ensure the
confidentiality of information and then complete all procedures.
13 / 6 The director of sales and marketing to communicate with the concerned authority and follow-up
presentations and answer any questions or clarifications requested by the client pending the result of
the bid or offer.

Inventory and Purchasing

Target
This procedure aims to ensure all the needs of a group company ideal for trade of materials and
supplies used in projects of parts and components, systems and accessories and other addition to
making sure that the process of inventory control and procurement is in accordance with the
quantities and specifications required to ensure business continuity in projects and according to
established procedures.
Application domain
This procedure applies to all purchases for the implementation of projects in a group company of
the perfect trade.
Definitions
Purchase Order: A request reflects the needs of the company from any materials that are not in
the warehouse and is on the basis of making a purchase.
Request items: a request issued by the Department of Engineering and Projects Department
installation or maintenance, according to the work order and reflects the requirements of the
Section of the materials in warehouses and for the implementation of the project or maintenance
work, according to requirements.
The introduction of materials: the receipt of materials that have been purchased or feedback from
the projects and introduction to the warehouses, documentation and registration information.
Directed materials: The process of material out of the warehouse according to the requests for
registration materials and information on the terms of the number requested materials and the
project history and information of the segment.
List of approved suppliers: a list containing information on all approved suppliers to the
company.
Policies
4 / 1 all purchases made through Musharraf's operations and coordination with the Department of
Finance and Administration may not be any department or division in the company to
communicate with any supplier and request materials directly and according to purchase orders
and availability of materials in the warehouse.
4 / 2 is the adoption of orders by the Deputy Director-General.
4 / 3 must have a minimum of each of the materials used in projects on an ongoing basis and
periodic low-cost to ensure no disruption of the work in the projects. The responsibility of
Musharraf's operations to ensure this continuously.
4 / 4 material is stored in warehouses manner that preserves the integrity to ensure their validity.
4 / 5 are separated materials in warehouses or in the warehouse according to the same type of
material and its uses in line and easily accessible and inventoried.
4 / 6 is determined that the minimum amount required availability of each of the warehouses.
4 / 7 may not insert or remove items from the warehouse, but under the model input or output
materials.
4 / 8 is the return of materials returned from projects and redundant to the warehouse and re-
enter.
4 / 9 the director of operations and chief financial and administrative audit requests for materials
and models of input and output and match them with a list of the contents of the warehouse, and
payment requests on a regular basis.
Responsibilities
5 / 1 General Responsibilities
5/1/1 Deputy Director-General is responsible for approval of purchase orders for materials.
5/1/2 Head of installation and maintenance is responsible for approving requests for materials.
5 / 2 operations responsibilities Musharraf
5 / 2 / Musharraf will be responsible for the implementation of operations procedures for
warehousing and fill out forms and applications related to the introduction and directed
materials.
5/2/2 implementation of the procedures for the preparation of purchase orders after taking the
necessary approval.
5/2/3 control of the company's inventory of materials and work on the preparation of purchase
orders if the arrival of any of the specified minimum.
5/2/4 follow-up to the import of transactions, including shipping and customs and government
transactions.
5/2/5 follow-up to receive the items, make sure of the quantities and specifications required.
5/2/6 solicitation of follow-through with vendors and get bids, evaluation and recommendation
as to appropriate them.
5/2/7 prepare a list of all the contents of the warehouse (OP 02-01) of the material so that the list
contains the name of each material is stored and discharged from the warehouse, quantity and
serial number.
5/2/8 conduct the annual evaluation process for suppliers and raise the results to the Deputy
Director-General.
5/2/9 perform a daily inventory of the warehouse in terms of materials and director input and
update the list of the contents of the warehouse on a daily basis in order to monitor inventory
levels.
5 / 3 the responsibilities of chief financial and administrative
5/3/1 with Musharraf coordination operations in relation to the procedures of import of
conventions and shipping, clearing and financial procedures in procurement gave materials
projects.
5 / 4 other responsibilities set forth in item (6) below.
Procedure
6 / 1 purchase
6/1/1 When you see the need for materials and parts and system components required to
implement the projects, the Musharraf operations in coordination with the Department of
Engineering and Projects, according to charts and tables designed to determine the quantities to
be procured materials, after ascertaining that are not available in the warehouse.
6/1/2 The Musharraf operations fill an order form (AD 01-01) in full.
6/1/3 The Musharraf operations review the list of approved suppliers (AD 01-02) to make sure
there are approved suppliers of materials and parts required.
6/1/4 In the event of an approved supplier for the material to be purchased, the Musharraf
operations fill the purchase order data on and taking the necessary approval and then connect it
with the supplier to secure the necessary materials.
6/1/5 in the absence of an approved supplier for the material to be purchased, the abduction of
three operations Musharraf offers at least, by phone, fax or e-mail, where he negotiated with
suppliers to obtain bids and then logs the request of the purchase offers.
6/1/6 The Musharraf processes and in cooperation with the Department of Engineering and
project evaluation of the presentations and choose the best offer, taking into account the approval
requirements and specifications required and the reputation of the supplier and the extra features
and financial facilities, if any.
6/1/7 after selecting the supplier and the mobilization of data relating to the purchase order, the
operations Musharraf to lift its recommendations to the Deputy Director-General to take the
approval and walk in the procurement process in terms of communication with the supplier to
secure the necessary materials.
6/1/8 Musharraf is the follow-up processes purchase orders with suppliers until receipt of the
material.
6/1/9 The Musharraf processes and in coordination with the Department of Finance and
Administration to follow up things shipment of materials and all related transactions and legal
process of shipping and insurance, customs, approvals and permits.
6/1/10 Musharraf will receive materials and processes to make sure of specifications, quantities
and types to ensure that they conform to what is required and disbursement to projects and
requests for materials or by the deposit of the warehouse to when their need.
6/1/11 The Musharraf operations in coordination with the Department of Finance and
Administration to pay the amounts owed to suppliers, according to what has been agreed with by
the supplier.
 
6 / 2 input materials to the warehouse
6/2/1 introduction of new
6/2/1/1 upon the arrival of new material to the company, according to the orders Musharraf will
receive materials and processes to ensure compliance with the specifications in purchase orders
in terms of quality and quantity.
6/2/1/2 Musharraf material fills the entry form materials (OP 02-03) and to clarify the
information materials and the purchase order number.
6/2/1/3 Musharraf materials documenting the entry form and attach application materials
procurement and save it in a special file after obtaining the signature of the Director of
Operations.
6/2/2 enter the Return Material
6/2/2/1 when the presence of feedback from the head of the project installation and maintenance
processes and the communication of Musharraf, who will fill out a form the introduction of
materials (OP 02-03) and to clarify that the material back into the project, which spent a number
of such materials and ordering materials.
6/2/2/2 Musharraf materials documenting the entry form and save the articles in a special file
after obtaining the signature of the Director of Operations.
6 / 3 out materials from the warehouse
6/3/1 upon the arrival of a request from the Department of Materials Engineering and Projects
Department or from the installation and maintenance locations of the head of the department
operations Musharraf fill out a form output materials (OP 02-04) with an indication of the
required type and quantity.
6 / 4 daily inventory of the warehouse
6/4/1 The Musharraf processes matching materials and entry forms out of materials and purchase
orders on a daily basis and update the list of the contents of the warehouse (OP 02-01).
6 / 5 periodic inventory of the warehouse
6/5/1 The Musharraf operations in coordination with the chief financial and administrative
matching materials and entry forms out of materials and purchase orders and list the contents of
the warehouse assets and make sure the actual repository of applications for payment and
financial receivables periodically or whenever the need arises.
6 / 6 files suppliers
6/5/1 based on the type of materials or services or equipment supplied, the Musharraf operations
to open and save a file for each resource.
6/5/2 all the information and documents for suppliers must be kept in the files of private
suppliers, according to the approved procedures for archiving.
6 / 7 supplier evaluation
6/6/1 if you choose a new supplier is not on the list of approved suppliers, the supplier must be
subject to the assessment process based on the following criteria:
- Comply with the specifications required.
- The presence of a good reputation and history of the resource.
- Handling of pre-and for long periods with the supplier.
- Price comparison with other suppliers.
- Additional features and facilities, if any, financial
6/6/2 in the absence of any information on the new resource, the Musharraf operations to collect
information about him through contact with the concerned party to the supplier or inquiries from
other companies already have to deal with the supplier to be chosen to ensure the performance
and quality of materials provided by.
6/6/3 The Musharraf operations to study and analyze the information collected and forward the
recommendation on the adoption of the resource to the Deputy Director-General to take the final
decision in that regard.
6/6/4 The Musharraf processes assess the performance of approved suppliers on an annual basis
by filling out a form evaluating suppliers (AD 01-03) and make recommendations in this regard.
6/6/5 The Deputy Director-General in cooperation and coordination with Musharraf processes
responsible for decision-making about the resource in terms of keep it within the list of approved
suppliers of work or to abolish it from the list and not to deal with him in the future.
Documents relating to
Purchase Order Form (AD 01-01)
list of approved suppliers (AD 01-02)
Supplier Evaluation Form (AD 01-03)
List the contents of the warehouse (OP 02-01)
Purchase Order Form (OP 02-02)
entry form materials (OP 02-03)
model output materials (OP 02-04)

Projects
Target
This procedure aims to clarify the mechanism used in the implementation and project management
company in the optimum combination of trade, to ensure delivery in time and budget and required
quality.
Application domain
This procedure applies to all projects implemented by a group company of the perfect trade.
Definitions
the project work plans: A detailed description of the activities necessary to implement the project on
time and dates of completion, in addition to the distribution of the company's resources for its
implementation.
Policies
1 / 4 the work of the project coordinator work plan for each project is executed by a group company of
the perfect trade before starting work to enable the Director of Operations of the follow-up course of
the project at all stages.
2 / 4 the head of the installation and maintenance to provide engineering and project reports of the
progress of work in various projects under implementation on a daily basis.
3 / 4 The Project Coordinator prepares progress reports on various projects based on the plan and
progress reports on projects for each project separately and periodically.
4 / 4 is to save all documents relating to the project of the contracts and agreements, reports,
specifications, plans and correspondence in the Operations Department in a separate file.
5 / 4 is set by the engineer, head of engineering and projects for each project to follow up on all things
related to it since the moment of direct execution and until completion and delivery.
Responsibilities
1 / 5 is responsible for the application of this procedure on the Operations Department.
2 / 5 are responsible for project management and follow up the work and ensure compliance with the
plan of work on the Director of Operations.
3 / 5 is responsible for site management, daily work in the project technician appointed by the Head of
installation and maintenance, which involves the lifting of progress reports and communicate with the
client as directed by the Head of installation, maintenance and transfer of all the needs and
requirements of the project to the head of installation and maintenance.
4 / 5 is responsible for coordination with clients at the work site regarding the implementation of
projects and any questions or obstacles on the head of installation and maintenance.
5 / 5 is responsible for examining the systems and components at completion of project, operation and
delivery of the client and his regime and the way his work on the head of installation, maintenance and
the chief engineer for the project.
6 / 5 any further details on the responsibilities listed in paragraph (6).
Procedure
Sixth project planning
1/1/6 begin the planning phase of the project upon signing the employment contract with the client or
when the implementation of the tender to refer to a group company of the perfect trade.
2/1/6 The Director of Operations to review the offer in advance by the Company and approved for him
to make sure and check any deficiencies and then issue a work order (OP 03-02) and guided by the
Department of Engineering and Projects attached to the offer directly to the project's technical.
3/1/6 the project coordinator to review the offer in advance to check and review the design,
specifications, drawings, and coordinate with the Supervisor of operations on the contract with the
contractor or operator of a sub-external to complete the action and with the consent of the Director of
Operations or request materials and components according to requests for articles (OP 02-02) According
to a procurement and warehouse (OP 02).
4/1/6 The project coordinator developed detailed work plan for the project in coordination with the
Head of Engineering and Project and head of installation and maintenance, based on the current
situation of the company and the number of projects under implementation and progress. The plan
includes a description of the activities necessary to implement the project on time and dates of
completion from the solicitation materials and access and delivery and the establishment of the project
and the installation of components, delivery, inspection and operation to deliver the project, in addition
to human resource professionals and human resources necessary for its implementation.
5/1/6 the Project Coordinator to lift the detailed work plan for approval by the Head of Engineering and
Projects, which in turn brought to the Director of Operations.
6/1/6 the Project Coordinator to open a new file for the project to preserve all documents relating to
the project to include the following:
- A copy of the work and / or tender.
- Technical specifications for the project.
- Detailed technical drawings.
- Detailed project work plan.
- Are saved as a copy of the periodic project progress reports.
2 / 6 implementation of the project
1/2/6 The study Musharraf operations requirements of the project according to the detailed work plan
for the project approved and approved applications and review articles (OP 02-02) In the absence of
availability of the issuance of a purchase order (AD 01-01) and follow-up and follow-up and arrival of
materials and all that entered the related permits and approvals to ensure delivery in a timely manner.
2/2/6 The Director of Operations and in collaboration with the Head of installation, maintenance and
project work plan according to the implementation of the necessary extensions and other work in
preparation for the installation of the system components, both in coordination with the contractor (the
contractor) or by an external company and technicians as needed.
3/2/6 upon the availability of parts and components systems are transferred to the work site, and obtain
the signature of the concerned authority by the client of receipt of the report of the daily workflow (OP
03-01).
4/2/6 The head of installation and maintenance of the distribution of technicians to install and maintain
on a daily basis on projects, according to the requirements of the various projects of human resources in
terms of numbers and efficiency, will also, in coordination with the Department of Engineering and
Projects and supervisor of operations to provide the working group of parts and components to be
installed and by reference to the specifications and action plans adopted.
5/2/6, head of the installation and maintenance technicians and the appointment of a management
team assume the functions of work at the site.
6/2/6, head of the installation and maintenance (or his representative) visited the project periodically to
verify the functioning and quality of work and to provide assistance and advice in the event of a problem
or something on the intractability of technicians’ on-site installation.
7/2/6 the technician at the end of the first working day to report on the functioning of the (OP 03-01) to
the head of the installation and maintenance summary of what was work and tasks and there has been
problems.
8/2/6, head of the installation and maintenance review daily progress reports of different projects on a
daily basis and keeps them in a special file, and provides engineering and project a copy of the reports.
9/2/6 The Coordinator of the project and depending on the progress reports prepared daily progress
reports of various projects for each project separately and submit them to the head of engineering and
projects for review and approval before it submits to the Director of Operations to ensure follow-up of
projects in all its stages.
10/2/6 The Director of Operations to review progress reports on projects to follow up the work and
ensure compliance with the plan of action and compliance with time limit and optimum utilization of
resources and take appropriate action in case of any delay or change to the plan.
11/2/6 When the need for programming systems, or define the system components in the project, the
engineer in charge of the project and in coordination with the Head of installation and maintenance
work necessary and by reference to the instruction manual (catalog) your system and its components.
 
3 / 6 delivery of the project
1/3/6 When you have finished installing components and systems at the work site, the technical
supervisor of the first verification of wiring and components in preparation for the handover.
2/3/6 after ensuring the safety of the installation of the system and its components and connections,
and after her and programming (if necessary) the Head of installation and maintenance (or his
representative), run a pilot for the entire system and verification of readiness for action.
3/3/6 the engineer in charge of the project and in collaboration with the Head of installation and
maintenance delivery system / systems of the authority concerned by the client at the project site, and
explain how to operate and the specifics of the system.
4/3/6 the engineer in charge of the project and in collaboration with the Head of installation and
maintenance to complete all the procedures for the delivery of the project, and obtain the signature of
the concerned authority by the client on the project delivery model (OP 03-03) the receipt of complete
systems and the end of the project and providing satisfaction questionnaire Customer (OP 05-01) for the
love of a client customer satisfaction (OP 05) and updated.
Documents relating to
Report on the functioning of the (OP 03-01).
is the work of (OP 03-02).
project delivery model (OP 03-03).

Maintenance
Target
This procedure aims to clarify the mechanism used in the implementation and management of
maintenance work for systems that are ideal for a group company providing business customers, to
ensure the response and the work finished in time and quality required.
Application domain
This procedure applies to all maintenance work carried out by a group company of the perfect trade,
whether it is curative in the event of a defect or something wrong with a system, or the periodic
maintenance, according to prior agreement with the client and the maintenance contract.
Definitions
periodic maintenance contract: A fixed-term contract between the company optimum combination of
trade and the client shall ensure that the company includes the work of the preventive maintenance of
systems or components to the client, includes the goal of the work of periodic maintenance and specific
components and a certain number of visits.
Policies
Fourth maintenance work carried out by a group company ideal for trade only for the systems that have
been provided and installed by the company, are not carried out maintenance work of any system or
other parts.
2 / 4 The head of the installation and maintenance schedule of periodic maintenance on a monthly basis
to ensure their implementation according to the agreement signed with the client.
3 / 4 emergency calls are received by the client on the clock and respond to full speed, according to
necessity and need.
Responsibilities
1 / 5 is responsible for the application of this procedure on a partition of installation and maintenance.
2 / 5 is responsible for receiving calls emergency breakdowns by customers and respond to the Head of
installation and maintenance.
3 / 5 is responsible for the preparation of periodic maintenance contracts on the Sales and Marketing.
4 / 5 any further details on the responsibilities listed in paragraph (6).
 Procedure
Sixth periodic maintenance (maintenance contracts)
1/1/6 when the need arises or in response to the desire of the client contract with the company to do
the work of periodic maintenance for a system supplied by the company optimum combination of trade,
the Department of Sales and Marketing prepares a periodic maintenance for a fixed term includes the
purpose of maintenance and components that are covered and the number of visits and the period in
among them.
2/1/6, head of the installation and maintenance schedule maintenance work in the maintenance
schedule (OP 04-01), according to the agreements concluded with customers, according to the work of
installation and maintenance under implementation and functioning of the availability of human
resources.
3/1/6 The Head of the distribution, installation and maintenance technicians, installation and
maintenance as needed, according to the requirements of maintenance of human resources in terms of
numbers and efficiency, and by reference to the periodic maintenance schedule, as it sets the first
technical and management functions of the agency team work at the site.
4/1/6 in the case of the emergence of a problem or something on the intractability of maintenance
technicians at the site, the head of the installation and maintenance (or his delegate) to visit the site to
provide assistance and advice.
5/1/6 in the case of the emergence of the need for replacement or installation of spare parts, so the
client is notified, and the use of materials application form (OP 02-02), according to a procurement and
warehouse (OP 02).
6/1/6 in the case of the emergence of the need for the maintenance of a piece of the system, so the
client is notified and retrieve the object for the company and the work of maintenance, the use of model
maintenance pieces (OP 04-03).
7/1/6 The first technical Upon completion of the maintenance work to report maintenance (OP 04-02)
to the head of the installation and maintenance summary of what was work and there has been
problems.
8/1/6, head of the installation and maintenance review report maintenance (OP 04-02) and submitted
to the Director of Operations for approval and close the maintenance work.
9/1/6, head of the installation and maintenance to save maintenance reports (OP 04-02) in a special file.

 
2 / 6 maintenance treatment
1/2/6 Upon receipt of a connection from a customer, either through contact or direct contact with the
President of Section of installation and maintenance, the head of the installation and maintenance
reasons Bastidah holidays or problem in detail and try to fix over the phone.
2/2/6 in the case of inability of the President of installation and maintenance department to resolve the
problem by phone, and it is based on the necessity of the situation to take the necessary action to
resolve the problem, either take immediate action and the necessary maintenance (in case of
emergency breakdowns that require immediate maintenance) or to send a team the work of technicians
and where available, according to the requirements of maintenance work.
3/2/6, head of the installation and maintenance to go to the site with the required team of professionals
as needed and the requirements of maintenance work or the appointment of the first technical and
management functions of the agency team work at the site to resolve the problem and the
implementation of maintenance work.
4/2/6 in the case of the emergence of a problem or something on the intractability of maintenance
technicians at the site, the head of the installation and maintenance (or his delegate) to visit the site to
provide assistance and advice.
5/2/6 in the case of the emergence of the need for replacement or installation of spare parts, so the
client is notified, and the use of materials application form (OP 02-02), according to a procurement and
warehouse (OP 02).
6/2/6 in the case of the emergence of the need for the maintenance of a piece of the system, so the
client is notified and retrieve the object for the company and the work of maintenance, the use of model
maintenance pieces (OP 04-03).
7/2/6 The first technical Upon completion of the maintenance work to report maintenance (OP 04-02)
to the head of the installation and maintenance summary of the diagnosis of malfunction or problem
and what was at work.
8/2/6, head of the installation and maintenance review report maintenance (OP 04-02) and submitted
to the Director of Operations for approval and close the maintenance work.
9/2/6, head of the installation and maintenance to save maintenance reports (OP 04-02) in a special file.
Documents relating to
maintenance schedule (OP 04-01)
Health Report (OP 04-02)
model maintenance parts (OP 04-03)

Customer Satisfaction
Target
This procedure aims to clarify the mechanism accredited to the company the ideal trade group to study
and determine the extent of customer satisfaction and dealing with complaints received and the
methods and responsibilities for implementing customer satisfaction survey.
Application domain
This procedure applies to all customers’ optimum combination of trade.
Policies
4 / 1 information provided by customers is an important part of the process of continuous improvement
on all processes and services to the company, which guarantee the achievement of customer
requirements and thereby satisfy them.
4 / 2 is the distribution of customer satisfaction questionnaires (OP 05-01) at the final delivery of the
projects after completion and periodically to customers’ maintenance contracts with the authors of a
group company of the perfect trade, but not less than twice a year per customer.
Responsibilities
5 / 1 is responsible for distributing the questionnaire to the customers and get it back after the
completion of projects as well as the authors of customer maintenance contracts on the head of
installation and maintenance.
5 / 2 is responsible for analyzing the questionnaires and to take necessary action if found to be customer
satisfaction on the sales and marketing manager.
5 / 3 other responsibilities set forth in item (6) below.
Procedure
6 / 1 Customer Satisfaction Survey
6/1/1 upon completion of the project and during the process of delivery systems for the client, the head
of the installation and maintenance to provide customer satisfaction questionnaire (OP 05-01) for the
client and ask him to fill out and return it.
6/1/2 in the case of my friend customer maintenance contracts to a group company of the perfect trade,
the head of installation, maintenance and coordination with the Director of Sales and Marketing
distributed a questionnaire customer satisfaction (OP 05-01) periodically to clients, that not less than
twice a year for the client per.
6/1/3, head of the installation and maintenance to save a copy of the questionnaire in a project or
maintenance contract, and sends the questionnaire to the Sales and Marketing.
6/1/4 the director of sales and marketing analysis and evaluation questionnaires and summary of the
results of the work of assessing customer satisfaction and identify any patterns or repeated instances of
these results and therefore raise any recommendations to the Deputy Director-General.
6/1/5 in the event show a decline or lack of satisfaction with the services and / or products provided by
a group company of the perfect trade, the Deputy Director-General to undertake an investigation into
the matter and inform the Director of the department concerned to take necessary action.
6 / 2 customer complaints
6/2/1 in the event of any complaint received from a customer's optimum combination of trade, which
could be through a verbal complaint from the client over the phone or to talk directly between the client
and the staff of a company or a written complaint from the client by fax or E-mail the director of sales
and marketing to study the complaint and determine the cause and any patterns or repeated instances,
and the lifting of its recommendations to the Deputy Director-General.
6/2/1 The Deputy Director-General review the complaint and accompanying documents (if any) and
shall instruct the Director of the Department concerned to take appropriate action.
6/2/2 The Director of the Department to follow up on the complaint and the procedures that are about
them and then connect with the client to inform the proceedings on the complaint and an end to the
topic.
6/2/2 is save a copy of the complaint and accompanying documentation in the client file (the project file
or the maintenance contract).
Documents relating to
Customer Satisfaction Survey questionnaire (OP 05-01)