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SOP – Standard Operating Procedures


Objective: The bunch of set process and procedures that are independent by nature & thought about from the
future prospective & will help the company’s functions run smoothly and effectively years after years

Compliance Authority: HOD – HR & Admin & His/Her Reporting Team

SOP’s are to be followed for below mentioned areas.

 Administration.
1. Front Office & Guest Relation
1. Compliance Authority: Front Office Representative
2. Guidelines:
 Front Office Representative should be dressed neatly and tidily as it’s the first look of the
Office. He/She should follow the dress code strictly.
 Front Office Representative should be always seated at her desk and in his /her absence; it
should be handed over to the responsible person.
 While transferring the calls to the Top Management, He/she should seek the concerned
person’s permission first and than take necessary action on the same.
 While transferring the calls for others, it should be transferred on their extension only.
 Front Office Representative should give Official nos or email ids of the concerned person
only after comprehensive verification.
 The front office is in charge to welcome the guest along with the respective depts. Once the
Security check is done
 Once the guest/ visitor are at the reception, the concerned person should be called in or
contacted by any available mode.
 If the Visitor has come to collect Cheque/ document, he/she should be handed over the
same after confirming the identity to remove loopholes if the same is deposited with the
Front Desk.
 If the Visitor has come to collect Cheque/ document, the concerned person should be
informed and simultaneously he/she should be told after speaking with the concerned
person and should not be made to seat beyond 30 mins.
 If the visitor/guest is asked to wait, he/she should be offered refresher at the reception or if
they have come for a specific reason they should be made seated at the conference room
and should be offered refresher.
 For specific guest/visitors prearrangements like food, refreshers & necessary stationary
along with the welcome board should be ready prior to 1 day of their arrival after the details
are circulated and well informed
 Every Visitor/ Guest should be escorted well by the known people in the company premise,
if at any point of time he is seen wandering in the campus the Front office shall be
responsible for the same.
 No Visitor/Guest should be allowed to take any document from the company premise with
out proper check.
 No Visitor/Guest should be made seated for more than 30 mins if the concerned person is
not available or busy.
 After the Office hours, the front office executive should ensure that the board line is diverted
to Security desk (*900) & Before the start of office it should be diverted back to the board
line using the same no.
 After Office hours, the front office executive should ensure that all the office related material
is locked and kept inside the respective drawers.
 At any given time if any un-expected incident takes place at the Reception, he/she should
report it to the management.
 Front Office Representative should take care of the crank call to safeguard the company’s
security. name
2. Courier Process
1. Compliance Authority: Front Office Incharge / Commercial Executive
2. Guidelines:
 Courier facility is meant for the employees at XYZ COMPANY - India.
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 Apart from HO, the responsibility of receiving & handing over the courier lies with
Commercial Executive.
 Courier service is meant for only official purpose.
 Courier facility should be tied up with such an organization, which has presence across
India and Globe if required.
 The courier company should not be changed or should be hired afresh without prior
intimation or notice to the management
 The courier submission should not be later than 4:00 at the front office with proper address.
 In only certain cases the courier shall be accepted after 4:00, deciding on the criticality
of the situation
 Responsibility of handing over the Courier with proper information to the tied up agency
shall only lie with Front office executive.
 Responsibility of receiving & handing over the received courier to the concerned person/s
shall only lie with front office executive.
 Any employee handing over the Courier shall give with all required information on it with
finely pasted across.
 An employee who wants to send the official courier shall only send it using the XYZ
COMPANY’s envelope.
 The details of the courier shall be entered by the front office executive in the courier register
which is maintained by her/him at the reception and as a proof of delivery, the Docket slip
should be handed over to the concerned employee after cross verifying it from the
concerned agency
 The courier, which comes from security desk to the Reception, needs to be collected after
through verification as entered by the Security desk.
 The courier coming from the security desk should not be in any form of goods as goods
related courier should be dealt separately with the production team.
 If there is a mismatch in the no. of courier coming to the reception through security, it
should be brought to the notice immediately to the Reporting Manager and should make
the remark in security’s courier Register.
 If the Courier received directly at the reception is not in his original shape, it should be
brought to the immediate notice of the Reporting Manager & to the concerned agency.
 Before accepting the courier, the front office executive should make sure that only those
items are allowed which has bare minimum risk, or whose insurance can be claimed if lost
or damaged as per the agreement.
 If the Courier in transit is damaged, lost/misplaced or does not reach the destination in its
original shape, the front office executive should look into it and get it sorted out with the tied
up agency as the courier handed over was in the original shape.
 All the above point is also applicable to the commercial executive as well.
3. Cafeteria
1. Compliance Authority: AM - HR & Admin
2. Guidelines:
 The HR is responsible for choosing the cafeteria based on the poll view of the employees.
 The HR should be actively involved in deciding on the rates and menu for daily consumption
as per the budget allocated by the management
 The HR should everyday sign the register with remarks of daily consumption and any other
specific remarks if any.
 The HR should be actively involved in the Hygiene factors including cleanliness of the dining
space for the employees.
 The menu items should be called in accordance to the taste and culture of the employees.
 No Items should be added/deleted without the authority of the concerned person, who is in
charge of the overall cafeteria
 No item should be called off extra, without the knowledge of the concerned person.
 No Additional Item apart from consistent menu should be billed to company without the
approval of the concerned authority.
 For the employees who are observing fast( religious by nature) should be allowed to have
food of their choice and that should be billed to the company, but the maximum of 2 times
such food can be called.
 The HR should actively check the consumption nad waste and make sure the food is ordered
that way.
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 The HR should sign the register and keep a check that the food called is sufficient and upto
the mark.
 At the prior Intimation, the frontoffice executive should call the extra plates (food quantity) for
break fast & lunch.
 All the preliminary arrangement like making sure the food is arrived on time, the extra plates
to be called and last minute additions, if we have guest should be taken care by the front
office executive.
 Before clearing the billing and sending it over to Finance team, the HR should verify and
authorize the same.
 At any point of time, if the quality of food is inconsistent repeatedly, with the proper
authorization and process the cafeteria’s contract should be re-looked.
4. Garden
1. Compliance Authority: AM – HR admin
2. Guidelines:
 In the entire process 4 people are involved in the maintenance of garden and the
surrounding area. The people consist of 2 gardeners for overall garden maintenance,
1 housekeeper for making sure no waste is lying in the garden space and 1 HR
to make sure that the garden is neat and tidy.
 The Housekeeping team who looks after the cleaning the garden is responsible for
cleanliness along with the gardeners
 The Security makes an everyday entry of the Gardner’s and inform the same to the HR
about their presence
 The entire responsibility of shredding the grass and making it look neat & tidy is
gardener’s responsibility.
 The responsibility of adding required amount of plant nutrition, soil and fertilizers is with
the gardeners.
 If at any given point, the concerned person finds that the Garden is not in a good shape, the
matter should be brought in the notice of the authority for immediate actions.
 At no point, in between the gardeners should not demand the gardening instruments or soil
as agreed in the AMC.

5. Stationary Ordering & Purchase Process.


1. Compliance Authority: Front Office Incharge,Office assistants & AM – HR & Admin
2. Guidelines:
 The entire stock of stationery (Office stationery articles & Chocolates) lies in custody with
front office.
 The purchase of all the stationery related Items lies with the front Office Executive.
 The entire range of office stationery should be called from the branded shop and bill should
not be handwritten.
 The front office is in charge of distribution & recording of those Items whenever the
employee wants.
 The front office should maintain the records on excel sheet so that it can be shared easily.
 The front office is responsible of maintaining & recording the stock on day to day basis
 The front office is responsible for sending the stock record 2 times in a month to his
reporting authority.
 Before sending the stock, the front office needs to verify the stock in physical and than send
it to their reporting manager.
 There should be a minimum gap of 45 days before ordering for the next item list.
 If the items are called before 45 days, the front office should highlight the usage of those
items along with the depts. Name and if asked with the employee details
 For ordering the Letterheads, the front office should get it approved from his/her reporting
authority
 While ordering the stock the approval of the reporting manager is necessary so that the
track is well maintained.
 On receiving the order, front office should confirm the quantity that is received and sign it
received and send the bill to his/her reporting manger, as the bill would be approved & sent
to accounts only after his/her verification and sign
 If the stock is not as per the ordered stock or if there is any mismatch in the stock, the front
office should make a remark accordingly.
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 If at any point of time, the front office finds the stock is being used haphazardly, it should be
highlighted to the reporting manager along with the reason shared by the concerned
employee.
 If at any point of time, the front office finds the stock is being lost or missing, it should be
highlighted to the reporting manager along with the reason.
 If the quantity asked by the employee is more than the normal, usage the front office should
seek the reason from the employee and if possible should not permit it.
 If at any point of time, the employee asks for any thing that is expensive and never before
called sort of, than in that case the front office should intimate the reporting manager and
get the permission.
 No item should be called only for one employee as it could be a trendsetter and if it is hard
and fast, it should be intimated by the front office to the reporting manger.
 At any point of time if the employee is found indulged into using the company’s stationery
for his/her personal use, he should be asked for a reason by front office.

6. Commodities Ordering & Purchase Process.


1. Compliance Authority: Office Assistants & AM – HR & Admin
2. Guidelines:
 The entire stock of commodities (Office commodities – Refreshers & Housekeeping Items)
lies in custody with OA.
 The purchase of all the commodities related Items lies with the OA.
 The entire range of office commodities should be called from the branded shop and bill
should not be handwritten.
 The OA is in charge of distribution & recording of those Items whenever its required.
 The OA should maintain the records on book so that it can be shared easily.
 The OA is responsible of maintaining & recording the stock on day to day basis
 The OA is responsible for sharing the stock record 2 times in a month to his reporting
authority.
 Before sending the stock, the OA needs to verify the stock in physical and than share it to
their reporting manager.
 There should be a minimum gap of 60 days before ordering for the next item list.
 If the items are called before 60 days, the OA should highlight the usage of those items
along with the depts., name and if asked with the housekeeping details
 While ordering the stock the approval of the reporting manager is necessary so that the
track is well maintained.
 On receiving the order, OA should confirm the quantity that is received and sign it received
and send the bill to his/her reporting manger, as the bill would be approved & sent to
accounts only after his/her verification and sign
 If the stock is not as per the ordered stock or if there is any mismatch in the stock, the OA
should make a remark accordingly.
 If at any point of time, the OA finds the stock is being used haphazardly, it should be
highlighted to the reporting manager along with the reason shared by the concerned
housekeeper.
 If at any point of time, the OA finds the stock is being lost or missing, it should be
highlighted to the reporting manager along with the reason.
 If the quantity asked by the housekeeper is more than the normal, usage the OA should
seek the reason from them and if possible should not permit it.
 If at any point of time, the housekeeper asks for any thing that is expensive and never
before called sort of, than in that case the OA should intimate the reporting manager and
get the permission.
 No item should be called only for single housekeeper’s usage as it could be a trendsetter
and if it is hard and fast, it should be intimated by the OA to the reporting manger.
 At any point of time if the housekeeper is found indulged into using the company’s
commodities for his/her personal use, he should be asked for a reason by OA.
7. Housekeeping
1. Compliance Authority: OA, Front Office Executive & AM – HR & Admin
2. Guidelines:
 The Housekeeping at XYZ COMPANY is outsourced by third party.
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 The Housekeeping people need to report at work from 8:00 AM to 6:00 PM
 The Housekeeping Agency is divided into 2 parts i.e one agency for Admin Building & 1
Agency for Plant Building.
 The Security reports their In & Out time in register on daily basis along with their Identity
Card and reports to HR on daily basis.
 They also make a daily entry in the register kept at Reception so that the Front Office also
is ware
 The entire nature of work for both the buildings is same and work force is allocated in the
same fashion. In all for Admin Building, we have 3 people and for Plant Building we have 5
people.
 All the 8 people reports to OA and OA reports into HR in regards to their daily work and
allocation.
 All the 8 people are distributed in such a way that they do not cross each other nor are they
free of their duties.
 The work allocation chart is given to them since their 1st day at work.
 Agency 1 at Admin building is involved in Dusting & Cleaning of entire building, Courier
packing & handling over to the employees on receiving from Front Office and getting their
sign on it as well, Serving Refreshers & Guest Relations.
 The housekeeper at Admin Building has to make sure that all the tasks allocated to them
are completed in the given period.
 Agency 2 at Plant building is involved in Dusting & Cleaning of entire building, Courier
handling over to the employees on receiving from Front Office and getting their sign on it as
well, Serving Refreshers & Guest Relations & cleaning the pavements and roads inside the
premise..
 The housekeeper at Plant Building has to make sure that all the tasks allocated to them are
completed in the given period.
 Apart from their daily work, they are also responsible for keeping the OA posted about any
incident that takes place in the premise.
 The material used for the maintenance of the both the buildings is in custody with OA and
while purchasing & handing over to them the OA has to divide it in a balanced way so that
the material is used properly and in an efficient way.
 The material should be called only if required and proper reason should be given to OA
before he makes a PO.
 If any of them is not present at work, they themselves should co-ordinate with their
respective agency for replacement and inform OA.
 If at any point the housekeeper wants a half-day leave, he should intimate in advance or
call for replacement if possible. Maximum of 2 half days in a month is allowed
 If any of the housekeepers is found in violating act, he should be terminated from XYZ
COMPANY on immediate basis.
 At no point of time, the replacement should not be a friend and deployed in a wrong way.
The deployment should always be from the concerned Agency only after verification.
 The housekeepers should not be involved in any other tasks apart from their predefined
tasks.
 The housekeeper at any point of time should not be asked for any work outside the
company premise.
 The housekeeper at any point of time should not get involved in doing the personal work of
any employees.
 At the month end the bill which is raised by them respectively, should be verified with the
records at the security and reception and than only it should be given to finance team.

8. Cab Facility
1. Compliance Authority: AM – HR & Admin & GM Commercials
2. Guidelines:
 The facility of CAB is for the Employees of XYZ COMPANY – India
 The facility has been outsourced to the third party and they are responsible for the Pick &
Drop of our employees.
 The Car that is used for this purpose is non-AC cars, which can carry until 10 employees at
a stretch for the same route.
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 The facility given by the company is for the comfort level and smooth journey of our
employees.
 This facility is free of cost for the employees.
 The CAB can be given to the Employees for their official use during work hours and after
working hours including Sunday.
 Any employee while taking the CAB should inform at the reception and than make a move
ahead.
 The CAB is strictly to be used for the official purpose only.
 The stoppages are already decided by the CAB driver and it cannot be changed as per the
will of the employee as by doing so it may be of inconvenience to others in the CAB.
 While pick & drop the employee should not make the CAB wait at a different stoppage for
his/her personal needs
 If such incidences occur, the cab driver should report this immediately to his reportee at
company and get such incidences to their notice.
 The CAB drivers are also not allowed to have stoppages apart from pick and drop.
 The Cab drivers or employees are not allowed to ask anyone else apart from employees on
their way back or vice versa.
 The cab drivers should not ask for any extra money to the employees if they have to pick or
drop them apart from their normal stoppage.
 The cab drivers or employees should not be allowed to take any stranger on their way back
or vice versa in lieu of Money
 The cab driver at no point should drive rash and risk the life of others. If such incidences
happen, it should be brought to the immediate notice of the higher authority.
 If at any point of time the employee finds the driver misbehaving, then it should be
immediately reported to the higher authority
 During office hours, the employees are allowed to use the CAB for the official visit only and
the same should be informed to the HR before taking the CAB out of premise.
 If the Employee is using the CAB for personal usage, the similar amount should be
recovered from the employee itself.
 If the cab driver is made to wait for more than 3 days a week for more than 10 mins for a
small reason, the concerned employee should be given the warning and asked to be on
time and if the situation persists, it should be brought to higher authority’s notice and vice
versa.
 After the Office Hours, the CAB should not be made to wait for more than 30 mins.

9. Mobile Bill Payment at HO, Branch offices & Zonal Offices


1. Compliance Authority:
2. Guidelines:
 XYZ COMPANY – India uses GSM network for all its employees.
 The Limit of usage has already been decided by the Company and circulated to the
employees. The Limits have also been mentioned in the HR manual.
 The Bill payment is done at HO for all the employees who are at HO after the scrutiny of
their monthly bill.
 If anyone exceeds without a genuine reason he/she has to pay the excess amount.
 The employees apart from HO will be sending the e-bill at HO to the HR and based on the
limits given, the bill will be cleared and if anyone exceeds the same, it will be deducted from
his salary.
 The Bill coming from Branch offices should be sent by commercial executive before the due
date, highlighting the excess amt if any and than send the scan copy of bill to HR for
Approval.
 Once the approval follows the Commercial executive can than go ahead with the payment
procedure.
 At no point of time, the commercial executive should pay the bill without the approval from
HR.
 The Bill received at HO should come to HR and after the scrutiny of the amount; it should
be than handed over to the finance team.
 The bill should be scanned and mailed/sent in the original format. It should not be distorted.
10. Overtime
1. Compliance Authority: AM – HR & Admin
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2. Guidelines:
 The Overtime facility is given only to Office Assistants & Office Drivers.
 The overtime records needs to be maintained in the logbook and the logbook should be
signed and the entries should be verified than only the overtime payment is valid.
 The overtime should be claimed only for official work and should not be claimed for any
other reason.
 The overtime should be signed and approved by the HR before submitting it to the
Finance Dept.
 Official Working Days: Monday to Saturday.
 Official Work Timings: Monday to Friday - 07:15 A.M to 06:15 P.M
Saturday - 07:15 A.M to 03:00 P.M

Below mentioned over time rates are applicable to the Office Drivers
 Overtime: Overtime will be applicable only after completion of 1 hour after working hours as under
 Pune:
 Overtime @ the rate of Rs.40. per hour
 Meal allowance at Rs.35.
 Meal allowance of Rs.65 additional for the working hours extending more than 15 hours i.e.
after 10.15 PM
 Sunday / Holiday:
 Half Day - Half-day salary + Meal allowance Rs. 35.
 Full Day - Full day salary + Meal allowance Rs. 75.
 Petrol allowance at 2.25 per K/m additional.
 Out Station Duties:
 On Holiday/Sunday - Full Day salary + Meal allowance Rs. 150.
 On Working days - Meal allowance Rs. 150 only.
 Only Pick up / Drop at Mumbai Airport:
 On Working days – Overtime @ Rs. 40 + Meal allowance Rs. 100.
 On Holiday/Sunday - Full Day salary + Meal allowance Rs. 150.
 Outstation Stay:
 Overtime @ the rate of Rs.40 upto the time of driving
 Meal allowance at Rs.150.
 Room Rent upto Rs. 500 only.

Below mentioned over time rates are applicable to the Office Assistant
 Overtime: Overtime will be applicable only after completion of 1 hour after working hours as under
 Pune:
 Overtime @ the rate of Rs.25. per hour
 Meal allowance at Rs.35.
 Meal allowance of Rs.65 additional for the working hours extending more than 15 hours i.e.
after 10.15 PM
 Sunday / Holiday:
 Half Day - Half day salary + Meal allowance Rs. 35.
 Full Day - Full day salary + Meal allowance Rs. 75.
 Petrol allowance at 2.25 per K/m additional.
 Out Station Duties:
 On Holiday/Sunday - Full Day salary + Meal allowance Rs. 150.
 On Working days - Meal allowance Rs. 150 only.

11. Company & Hired Car usage


1. Compliance Authority: Front Office Executive & AM - HR
2. Guidelines:
 This facility is meant for the official visit within Pune, For pick & Drop of any important
guests or if traveling outside pune than only the car facility can be availed.
 At HO, the car facility includes utilization of Company car or Company CAB or calling a
hired CAB.
 The employee who wants to avail this facility will have to inform the HR about it and take
the approval for the same.
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 The usage is not meant for personal use.
 The superior along with the justification will approve the usage of CAB apart from HO.
 If at any point of time the CAB asked is of a higher model, the same should be verified and
justified.
 All the booking should be done through HO (Front Office) only as the vendors we have are
across India.
 The cost of CAB if exceeded beyond expectation, the superior should seek for the
justifications as the management has decided to give the CAB according to the
designation.
 Whenever the company car is called after office hours, the office drivers are entitled for
overtime.
 The hired car should be called when the company cars or cab’s are not available for any
reason.
 While calling for the hired car, the front office has to bill it in the name of that employee
along with the reason so that the records are verified

 Company Security.
1) Compliance Authority: AM – HR & Admin & GM - Commercials
2) Guidelines:
1. General rules
 The security at XYZ COMPANY is the third party vendor
 The Security consists of 3 people in all i.e. 1 supervisor and 2 guards. The no of people are
same in 3 shifts.
 The supervisors are fixed and they should know how to read, write in English and the resident
language( Marathi)
 They should be trained by their security official in such a way that they perform normal tasks
and activities without any flow.
 At no point of time, the supervisor or guards should be seen without a proper uniform.
 No security in charge or guards should leave their table without proper approval of the
concerned person in the company.
 No security should indulge in any kind of activities that are inhuman in nature else, the
company holds the right to terminate that security without any intimation.
 No security should involve in any kind of fights or arguments with any employee or any visitor.
2.Attendance
 No guards including the supervisor should leave the premise unless availed permission.
 As per the security terms, the vigilance in charge should visit the premise during night hours
and make his remarks for the same.
 The Guards will have to maintain the attendance logbook to confirm their In & Out time.
 The Supervisor will also have to update if any replacements coming in for the particular no of
days along with reason.
 The Area Supervisor will have to come an visit the premise everyday for routine check
3.Registers
 The security Incharge maintains their own register of attendance and handover which talks
about the duties handover & their observations during their stay.
 The security in charge is responsible for making a daily entry in the Employee Vehicle Register,
which notes their In & Out time
 The security is in charge of maintaining the Courier Register for Documents & Goods
 If the courier contains Documents or goods related to stationary than it goes to front office desk
after making the entry in the register At Reception, the front office cross verifies the documents
handed over by the security guard and signs in the register and than only asks him to leave.
 The security in charge maintains Inward & Outward Register. In the Inward Register they
register the details of goods going which are coming in the premise and in the Outward
Register they make an entry for the goods which go out of this premise. This registers also
captures details of goods. For all kinds of material, depending upon the entry the Security
Guard or Supervisor is responsible for stamping the document and send it to the Reception for
further Moves
 If the Goods are related to Production, it should be sent to the concerned person after making
the entry in the register and bill and accordingly should be stamped.
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 The security in charge maintains Housekeeping & gardeners register and everyday they will
inform the concerned person about their presentees.
 The Security Incharge maintains the In and Out time of IT Dept in specific as well.
 The in & out time in all the registers is maintained by the Security supervisor only
4.Incident Note
 For any incident like Fire , theft or any unusual incident the supervisor or Security guard should
report it to the concerned authority on top priority and at the same time it should be handled
using appropriate available techniques.

For any additions in the SPO’s, it has be first validated and approved by the Top management.

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