Standard Operating Procedure

SOP Particulars:

Title: Customer Master Database Management

SOP No.: DIST/CMD/SOP/027/03 Version: 03

Applicable
15 December 2013 Department: Distribution
From:
Expires After: 14 November 2016 Division: Supply Chain

Last Update: 11 December 2013 Company: Sanofi Bangladesh Limited

Prepared By:
Name Designation Department Signature Date
Senior Officer
Sylvia Sultana Supply Chain
Distribution

Checked/Reviewed By:
Name Designation Department Signature Date
Asst. Manager
Ashraful Alam Raju Supply Chain
Distribution
Senior Executive
Md. Rafiqul Ahsan Supply Chain
Distribution

Approved by:
Name Designation Department Signature Date
Md. Rofiqul Alam Director Supply Chain Supply Chain

Distribution List:
Role Role
Managing Director

Director Supply Chain

Director Finance and Administration

Director Business Operations

Director Specialty Business

Director Business Development & Excellence

Director Human Resources

Manager Internal Compliance

Chief Technology Officer

Regional Sales Manager (RSM)

Area Distribution Manager (ADM)

Assistant Manager Distribution

Senior Executive Distribution

1. Purpose
Standard Operating Procedure

This SOP is prepared to ensure that proper process is in place for creation, modification, updating and
auditing of Customer Master Data in SAP and ensure proper maintenance of customer tagging in
eSET (Electronic Sales Effectiveness Tool).

2. Scope
This SOP is applicable in managing customer master database for all Sales Centers (SC) and
Distribution Head Office (DHO). Following processes are covered by this SOP:

2.1. Creating new customer

2.2. Modifying, blocking, unblocking and maintaining existing customer

2.3. Auditing and inspecting customer data in periodic interval

2.4. Tagging and mapping customer data in eSET with respective BUs and its territories

3. Definition
3.1 Customer Master Data: The master database in SAP containing all necessary information of a
customer for conducting business transactions.

2.1. Customer Master Data Audit: A systematic and independent examination of customer records
for accuracy, completeness, status and performance (financial or otherwise) in a periodic
interval.

4. Archival Period
Master copy of this SOP has to be archived at DHO for six years with acknowledgement record sheet.
After the date of expiry, one original copy of this SOP has to be preserved.

5. Responsibility

Page 2 of 13 Ref. No.: DIST/CMD/SOP/027/03 Authorized By:

Standard Operating Procedure

Sl. Position Responsibility

 Ensure appropriate systems, procedures and resources
4.1 Director Supply Chain are in place for management of Customer Master Data in
SAP.

 Ensure implementation of this SOP.

 Ensure training of this SOP to relevant people with proper
Asst. Manager, Distribution /
4.2 documentation.
Sr. Executive Distribution
 Monitor implementation of this SOP through periodic
audit and inspection.

 Ensure accuracy of data sent by Sales Force and Sales

Centers.
 Ensure creation of new customers as per the procedure
4.3 Distribution Officer (DO) described in this SOP in time with accuracy.
 Conduct periodic audit and inspection (self-inspection
and team audit) and take Corrective and Preventive
Action (CAPA) as per findings.

 Ensure that all relevant persons performing the activities

are properly trained with documentation on this SOP.
Area Distribution Manager  Review the data before sending for new customer
4.4
(ADM) creation for completeness and accuracy.
 Ensure the activities performed are in compliance with
this SOP.

 Ensure proper information filling in prescribed XL Format

Customer Service Officer as per Annexure-II and send to DHO for Customer ID
4.5
(CSO) creation within lead time.
 Send block / unblock / modification request to DHO.

Sales Colleague  Initiate customer creation / modification / deletion request

4.6 (MIA/ Medical through SC as per company policy in prescribed format
Delegate/ASE/ASM) with all supporting documents.

6. Procedure

6.1. Creation:

6.1.1. MIA will initiate customer creation by filling Customer Enlistment Request Form (CERF)
with all required information (Annexure-I: Customer Enlistment Request Form).

6.1.2. MIA will ensure that the following information are clearly mentioned in CERF at minimum:
 Customer Trade Name (full name including abbreviation, if any)
 Full Address (Traceable detail information including Street, Location, Upazilla /
Thana / District and Postal Code)
 Business Phone Number
 Name of Owner / Proprietor / Director or Authorized Person
 Owner / Proprietor / Director or Authorized Person’s mobile number
 Drug License and / or Trade License Number

Page 3 of 13 Ref. No.: DIST/CMD/SOP/027/03 Authorized By:

Standard Operating Procedure

6.1.3. MIA will attach all relevant supporting documents (Trade License, Drugs License,
Registration Certificate or Enlistment Request Letter in Official Pad) with CERF and
submit to immediate supervisor (ASE / ASM).

6.1.4. MIA will ensure authenticity of all submitted supporting documents with CERF for new
Customer ID creation. Relevant supporting documents may differ from customer to
customer based on different Customer Category as mentioned below:

Sl. Customer Category / Industry Required Document

 Retail Pharmacy
1  Wholesale Pharmacy Drug License
 Distributor

 Clinic
 Diagnostics Retail
2 Trade License
 Diagnostics Center
 Vaccination Center

 Dispensing Doctor
 Vaccination Doctor
 Pvt. Hospital
 Pub. Hospital Letter of Intent from Proprietor /
3
 Pvt. Institution appropriate Authority in official pad
 Pub. Institution
 Int. Institution
 NGO

 Sales Colleague E-mail with detail information from relevant

4
 Internal Customer department

 Export E-mail with detail information from relevant

5
 Toll department

 Counter Customer
6  Sales Center No document required
 Direct to Patient

7  Others Document as appropriate

6.1.5. Any CERF containing fake / duplicate / tampered documents will be immediately rejected
by ASM / RSM.

6.1.6. ASE / ASM / RSM will check the information and give recommendation for enlistment with
company.

6.1.7. One customer can have only one enlistment i.e. one customer ID on company’s system
for doing business. If one customer has physical establishment in multiple places then,
more than one ID can be created in system as per below process:

Page 4 of 13 Ref. No.: DIST/CMD/SOP/027/03 Authorized By:

Standard Operating Procedure

Sl. Criteria ID Creation Norms

1 ‘Goods receiving’ and Bill payment’ are One ‘Bill to Party’

done from same address / location.

2 ‘Goods receiving’ is done at one One ‘Bill to party’ + One ‘Ship to Party’
location and ‘Bill payment’ is done from
separate location.

3 ‘Goods receiving’ is done at different One ‘Bill to party’ + Multiple ‘Ship to

locations and ‘Bill payment’ is done Party’
from one location.

4 ‘Goods receiving’ is done at different Multiple ‘Bill to party’ + Multiple ‘Ship to

locations and ‘Bill payment’ is done Party’ linked as appropriate
from different locations.

6.1.8. ADM will check and ensure that all required supporting documents are submitted along
with CERF (e.g. Drug License, Trade License etc.) by MIA.

6.1.9. ADM will further check the genuineness of supporting documents and will reject if any
fake / duplicate / tampered documents are submitted.

6.1.10. CSO will check by wild search (asterisk*) using “Name” and “Address” field in SAP and
will confirm ADM that the customer is not enlisted earlier to avoid duplicate ID creation.

6.1.11. After checking and validating all written information provided in the CERF, ADM will
approve and handover the CERF to CSO.

6.1.12. CSO will immediately fill-up the standard XL template (Annexure-II: XL Data Set for
Customer ID Creation in SAP) for new Customer ID creation as per the approved CERF.

6.1.13. CSO will send the completed XL template to DO by email.

6.1.14. CSO will preserve approved CERF with all supporting documents at SC (as per the ID
sequence) in designated file.

6.1.15. CSO will send Customer ID Creation request once in a day to DHO. After getting
approved CERF from ADM up to 12:00 PM, CSO will send the request in XL Data Set
within same day by 3:00 PM. CSO will send the Customer Creation Request in the next
day if approved CERF is received after 12:00 PM.

Page 5 of 13 Ref. No.: DIST/CMD/SOP/027/03 Authorized By:

Standard Operating Procedure

6.1.16. After receiving the XL template DO will cross check and validate XL file by wild search in
SAP by using “Name” and “Address” field to ensure that no duplicate ID exists against the
Customer.

6.1.17. For all request received from Sales Centers up to 3:00 PM, DO will create the Customer
IDs within same day by 5:00 PM.

6.1.18. DO will link Territory Code in eSET and will send the request to IS by e-mail for updating
in mOrder immediately (before 5:30 PM).

6.1.19. DO will communicate the new Customer ID to SC by e-mail on the same working day of
creation.

6.2. Modification:

6.2.1. For any change in Customer Master Data (e.g. Name, Address, Upazilla, District, Postal
Code, Shipping Point, Shipping Condition, Industry, MIA Name, Territory Code etc.) both
in SAP and eSET, MIA will communicate with ADM by email with reason for change /
modification.

6.2.2. MIA will submit necessary supporting documents for any change / modification request.
depending on the change request type as given below:

Modification Request Required Document

For Retail and Wholesale Pharmacy:

Customer Name, Owner Name, Address,
Category change
Trade and Drugs license
For Other Categories:
Change request from Proprietor /
appropriate authority in official pad

Upazilla / District / Postal Code /

Shipping Condition / Shipping Point / Approval of ADM
Territory Code change

6.2.3. ADM will verify the change requested taking help of Delivery Assistants or by directly
communicating with customer.

6.2.4. After verification if the change request is found valid, ADM will send such change request
to DO by email for bringing the change in SAP and eSET copying Asst. Manager
Distribution.

Page 6 of 13 Ref. No.: DIST/CMD/SOP/027/03 Authorized By:

Standard Operating Procedure

6.2.5. Asst. Manager Distribution will review and approve such change request. If the change
request is major (e.g. complete change of name) then it has to be approved by DSC.

6.2.6. After approval, DO will do the change in SAP on the same day of receiving such request.

6.2.7. ADM will check and confirm that the change has been done in SAP as requested.

6.2.8. For any change / modification request processing, procedures mentioned in Clause 6.1.4
- 6.1.14 has to be followed (as applicable).

6.2.9. For any change of MIA Name or Territory Code tagging in SAP and eSET, DO will inform
IS to update other systems accordingly.

6.3. Blocking / Unblocking:

6.3.1. Blocking:
I. At the time of Customer ID creation, if CSO identifies any duplicate Customer ID through
wild search in SAP, CSO will immediately inform DO by email to block the duplicate ID.

II. For any type of request for blocking / unblocking of Customer ID, CSO will communicate
to DO by email, copying ADM, Asst. Manager, Distribution and SAP SD Power User.

III. CSO will mention the reason for blocking / unblocking in detail.

IV. If DO finds any duplicate Customer ID while creating Customer ID through wild search in
SAP, DO will immediately block the duplicate Customer ID and inform CSO and ADM
through email.

V. As part of the yearly audit process, if DO identifies any fake / duplicate Customer ID, DO
will block the duplicate Customer ID and inform CSO and ADM of the respective SC
through email.

VI. Asst. Manager, Distribution will inform DO if any disputed outstanding is reported against
a customer. DO will immediately block the Customer ID and inform CSO / ADM through
email.

VII. After identification of any duplicate Customer ID, DO will include the Customer ID of the
duplicate one in the name field of the original Customer ID. An illustration is given below:

Customer ID Customer Name Explanation

ABC Pharmacy is blocked as it is a

12345 ABC Pharmacy (D-54321)
duplicate of Customer ID 54321.

Page 7 of 13 Ref. No.: DIST/CMD/SOP/027/03 Authorized By:

Standard Operating Procedure

6.3.2. Unblocking:
I. ADM will send request to unblock a Customer ID if a customer whose ID was blocked for
disputed outstanding has paid / cleared-off the dues.

II. ADM will also send request to unblock if any customer whose ID was blocked for no
business for long time and wants to resume business transaction.

III. DO will take approval from Assistant Manager, Distribution to confirm that the customer’s
dues have been paid off.

IV. After receiving unblocking request, DO will check the particular ID in the Duplicate ID list
maintained at DHO and will ask for further clarification from CSO, if required.

6.4. Customer Master Data Audit:

6.4.1. DHO team will audit the full Customer Master data once in a year and DO will lead the
audit program.

6.4.2. Audit team will check the following items while conducting audit:
Sl. Items for Checking Remarks
Nomenclature Pattern and Format
1 Customer Name
Names are understandable
Traceable and detail information including Street,
2 Address Location, Upazilla / Thana, City / District and Postal
Code

Owner / Proprietor / Director /

3 Correct and Full Name
Authorized Person Name

4 Phone Number Business Phone & Owners’ Mobile Number

5 Drug License Number Valid Number

6 Customer Category Consistent with business type of customer

Crosscheck full list by searching similar name and

7 Duplicate Customer IDs
address field by ‘wild search (*)’

6.4.3. Asst. Manager Distribution and SAP SD Power User will jointly review the audit results /
observations.

6.4.4. DO will prepare CAPA based on the findings of the audit.

6.4.5. DO will regularly follow up for timely implementation of CAPA.

Page 8 of 13 Ref. No.: DIST/CMD/SOP/027/03 Authorized By:

Standard Operating Procedure

6.4.6. After completion of audit, DO will close all action plans in time and will ensure cross
checking of these action plans by Asst. Manager Distribution and SAP SD Power User.

6.4.7. Audit report has to be submitted to DSC for review and approval with proper
documentation.

Document History:

Sl. Ref. Document Date Written By Reason for Revision

1 DIST/SOP/003/01 December 2005 Adil Sarkar First Production

Inclusion of Clause 1, 4.1. –

2 DIST/SOP/003/02 June 2009 Md. Rofiqul Alam
4.1.7, 4.2, 4.3, Annexure – 1, 2

Revision in clause regarding

creation, modification, blocking /
3 DIST/SOP/027/03 December 2013 Sylvia Sultana unblocking, audit of Customer
Master Data and inclusion of
Annexure: I, II, III, IV

Page 9 of 13 Ref. No.: DIST/CMD/SOP/027/03 Authorized By:

Standard Operating Procedure

Annexure-I: Customer Enlistment Request Form

Page 10 of 13 Ref. No.: DIST/CMD/SOP/027/03 Authorized By:

Standard Operating Procedure

Annexure-II: XL Data Set (for Customer ID Creation in SAP)

Major
Fields Example Comment
Group
Country BD Bangladesh

Name 1 Emon Pharmacy Trade name of customer

Search Term EMON Short name of customer in Caps lock

Name 3 Abu Sayeed Ahmed Owner / Proprietor’s name

Telephone 1 (+88-02) 8354572 Business phone number

Telephone 2 (+88) 01817536606 Owner / Proprietor’s phone number

Street 351, Elephant Road Traceable detail address

General
Information City DHAKA District / Thana

Street 4 Shahbag Upazilla / Thana

Postal Code 1205 Area wise post code

Region BD Bangladesh

Data Line 0047870 Drug License Number

Industry BD03 Customer Category

Language E English

Company Code 7063 Company Code of Sanofi Bangladesh Ltd.

Company
Information Reconciliation Account 24000451 Account Receivable Account

Insert 0001 for Cash Payment

Payment Terms 0001
Insert 0002 for Credit Payment

Sales Organization BD02 Sanofi Bangladesh Ltd.

District BD0028 Sales district mapping in SAP

Price Group B3 Annexure-IV: Price Group

Sales Shipping Condition BK Shipping condition for various routes

Information
Currency BDT Bangladesh Taka
Insert 0001 for Cash Payment
Payment Terms 0001
Insert 0002 for Credit Payment

Delivery Plant BD22 Delivering Site

Sales Office BD22 Sales Center

Partner
Vendor 46258 Sales Colleague Customer ID
Information

Page 11 of 13 Ref. No.: DIST/CMD/SOP/027/03 Authorized By:

Standard Operating Procedure

Annexure-III: Industry / Customer Category

Sl. Code Customer Category Remarks

Customers who purchase product directly from distribution/

1 BD01 Counter Customer
sales centers

2 BD02 Direct to Patient Products directly sold and delivered to end customers

Pharmacy whose 80% sales include product sold directly to

3 BD03 Retail Pharmacy patients. These pharmacies may conduct retail sale to
customer but do not sale any loose strips or bottles.

4 BD04 Wholesale Pharmacy Pharmacy whose 80% sale is towards retail pharmacy

5 BD05 Dispensing Doctor Qualified (minimum MBBS) doctors who practice privately

Any medical facility with less than 10 beds for patients

6 BD06 Clinic
Example: Marie Stopes Clinic

Hospital under private ownership

7 BD07 Private Hospital
Example: Square Hospital

Hospital under government ownership

8 BD08 Public Hospital
Example: Dhaka Medical College and Hospital.

Any institution, other than hospital, under private ownership

9 BD09 Private Institution
Example: DAB

Any institution, other than hospital, under government

10 BD10 Public Institution ownership

Example: CMSD

Internationally operated institutions that have affiliates in

11 BD11 International Institution Bangladesh

Example: UNICEF

Organization operated or controlled by Non-Government

12 BD12 NGO authority

Example: BRAC

13 BD13 Diagnostics Retail Any retail outlet doing business mainly of diagnostics items

14 BD14 Diagnostics Center Medical centers that offer diagnostic services

Privately practicing doctors who provide vaccination

15 BD15 Vaccination Doctor
facilities

16 BD16 Vaccination Center Health centers conducting vaccination

17 BD17 Sales Colleague Company’s sales employees

Page 12 of 13 Ref. No.: DIST/CMD/SOP/027/03 Authorized By:

 Standard Operating Procedure

Sl. Code Customer Category Remarks

18 BD18 Internal Customer Different department of company

19 BD19 Sales Center Sales centers of Sanofi Bangladesh

rd
20 BD20 Distributor Authorized 3 party who distributes Sanofi products

21 BD21 Toll Other company who does toll business with Sanofi

22 BD22 Export Overseas customer to whom Sanofi export products

23 BD23 Others Any category not included in the fields mentioned above

Annexure-IV: Price Group

Sl. Code Price Group Concerned Customer

Counter sales customer, Direct to patient, Sales

1 B0 No Discount
colleague, Internal customer, Sales center

2 B1 Special Price-Slb 1 Public hospital, International institution

3 B2 Regular Disc-Slb 2 Wholesale pharmacy

4 B3 Regular Disc-Slb 1 Retail pharmacy, Diagnostics retail

Dispensing doctors, Clinic, Vaccination doctor,

5 B5 Regular Disc-Slb 3
Vaccination center, Diagnostics center

6 B6 Special Disc-Slb 1 Private hospital

7 B7 Special Disc-Slb 2 Private institution

8 B8 Special Disc-Slb 3 Public institution

9 B9 Special Price-Slb 3 NGO

10 BA Others Others

11 BB Special Price-Slb 4 Export

12 BC Special Price-Slb 5 Toll

13 BD Special Disc-Slb 4 Distributors

Page 13 of 13 Ref. No.: DIST/CMD/SOP/027/03 Authorized By: