Franchise Visit Review

Ufone COPS/CS/SOP/34/14.0
Franchise Support

PROCESS PREMISE

To measure the performance of Franchise and to highlight the areas

Purpose
where improvement is required.
Following department is responsible for the compliance of this process:
Scope
 Franchise Support
This process is communicated to all GMs, Senior Managers, all staff of
Distribution List
Franchise Support and QMST.

Date Name Designation

Document
November 2021 Abdul Waqas Saeed Sr. Executive Process Management
Written
Revision October 2020 Athar Ahmed Khan Sr. Manager Shop & Franchise Support

Review November 2021 Athar Ahmed Khan Sr. Manager Shop & Franchise Support

Date of Release: 22 December 2021

Date of Publication: 31 July 2013

Abbreviation/Phrases/Quality Codes: Track Path COPS Portal  Information  Useful Links 

Abbreviations/Phrases

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Franchise Visit Review Ufone COPS/CS/SOP/34/14.0

Franchise Visit Review (Ufone COPS/CS/SOP/34/14.0)

Step 01: Franchise Support team

schedules a visit for each operational
Franchise in a month in COPS Portal for
RM approval.

RM rejects schedule visit, asks

Step 02: Approval
him/her to relock the schedule
No granted
visit in COPS Portal.

Step 02: Yes

RM approves schedule visit

in COPS Portal.

Step 03: Franchise team

reviews and scores the
sections.

General Knowledge
Section
Review Evaluation

Step 07: Respective Region prepares

Activity Review
Step 05: FSE extracts activities report
from System and evaluates activities.
Step 04: Franchise Support team
evaluates General Review section.
Step 06: Franchise Support team
ensures that activities are performed as
per parameters.
Step 10: Franchise Support team
performs the FVR in COPS Portal.
Knowledge Evaluation paper for franchise
staff and submits it till 3rd working day of
each month.
Step 08: Franchise Support team
evaluates and enhances knowledge of
all FEs present on spot at Franchise.
Step 09: Franchise Support team
ensures that each present FE is
assessed and gives 20 minutes to
attempt the quiz.

Step 11: Franchise Owner reviews the

rating, and closes it with his/her
remarks.

Step 12: RM reviews the FVR and

closes it with his remarks.

Step 13: Franchise rating is reviewed on

monthly basis by RM and actions are
taken according to benchmarking grid.

Step 14: Franchise Support team takes

resolution timeline from Franchise
Owner/Manager on the issues.

Franchise Support team Step 15:

marks the FVR as Resolved Issue
Resolved . within TAT

Step 15:
Not Resolved within TAT

FSE/RM/AM identifies and

takes action.

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Franchise Visit Review Ufone COPS/CS/SOP/34/14.0

PROCESS DESCRIPTION

Step Action By Process

Franchise Support team schedules a visit for each operational Franchise in a month in COPS Portal
for RM approval.

Track Path to schedule a visit: COPS Portal  MIS  FSE Schedule

Franchise
1
Support Note:
 If FSE is on Annual Leaves Franchise rating is to be conducted by other FSE/FSE’s of the
same region, for any exceptions (i.e. staff non-availability/security concerns/weather etc.)
HOD approves the exemptions upon the recommendation of respective Regional Manager by
the end of the month.
Approval is granted: Approval is not granted:
 RM approves schedule visit in COPS  RM rejects schedule visit, asks him/her to
Portal. relock the schedule visit in COPS Portal
and precedes to step # 1.
Track Path to approve the schedule: COPS
Portal  MIS  Approve FSE Schedule
Franchise Note:
2
Support In case of any uncertain/critical law and order
situation, FSE can reschedule the visit by seeking
the RM approval and RM reschedules the visit
accordingly.

Track Path to reschedule visit: COPS Portal 

MIS  FSE Schedule  Edit
Franchise Support team reviews and scores the following sections at Franchise:
Franchise  General Review
3 Support  Activity Review (Annexure A)
 Knowledge Evaluation
General Review
Franchise Support team evaluates General Review section which comprises the following activities:
 Franchise premises
Franchise  Staff attire
4
Support  Marketing/other displayable collateral
 Quality of interaction
 Franchise stationary
Activity Review
FSE extracts activities report from system/application, randomly selects MSISDNs and evaluates
Franchise activities as per listed below preferable criteria.
5
Support  Critical/Non critical activities (12 MSISDNs minimum)
 On spot evaluation (3 MSISDNs minimum)
Franchise Support team ensures that activities are performed as per following parameters:
 Thumb impression of customer (CSAF)
 Franchise stamp (CSAF and CSF)
Franchise  Clear CNIC copy crossed in favor of Ufone
6
Support  Proper narration on CSF
 Customer/FE signature and date
 Any sort of overwriting or rectification is not allowed and requires new form to be filled as per
the Documentation Standards SOP (Ufone COPS/CS/SOP/461).

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Knowledge Evaluation
Respective Region prepares Knowledge Evaluation paper for franchise staff and submits it till 3rd
working day of each month.
Franchise
7 Note:
Support
 Same Knowledge Evaluation paper is to be floated across the board.
 Knowledge Evaluation paper is to be prepared turn by turn by each Region.
Franchise Support team evaluates and enhances knowledge of all FEs present on spot at Franchise
Franchise
8 by asking pre-selected questions, related to technology terminologies, Short codes, basic learning of
Support
MS Excel formulas and written communication skills.
Franchise Franchise Support team ensures that each present FE is assessed and gives 20 minutes to attempt
9
Support the quiz.
Performing Franchise Visit Review
Franchise Support team performs the FVR in COPS Portal.

 FSE performs the evaluation.

Franchise
10  Once FVR is evaluated, it is available on concerned Franchise owner's Franchise Portal
Support
profile.

Track Path to performs the Evaluation: COPS Portal  MIS FSE Schedule  Evaluate
Franchise owner accesses Franchise Portal to review the rating, and closes it with his/her remarks
and it is further routed to concerned RM Franchise Support for final review.

Track Path: Franchise Portal  View Franchise Evaluation

11 Franchise
Note:
Franchise Support team ensures that FVR is closed by the Franchise owner on spot or within 5 days
of evaluation in case of any issue (availability of owner, system etc.).
 RM Franchise Support accesses COPS portal to review the FVR and closes it with his
remarks.
 Once FVR is finally reviewed by concerned RM, it is saved and available for viewing to the
concerned Franchise Support Team and concerned Franchise.

Franchise Track Path: COPS Portal  MIS FVR RM Review

12
Support
Note:
 RM Franchise Support can update the scores in the General Review section (in case of any
concern of franchise owner related to rating).
 RM Franchise Support has to ensure that all FVRs of his respective Region is closed by 10 th
of next month.
Process of Action Against Chronic/Repeated Issues Highlighted in FVR
Franchise Franchise rating is reviewed on monthly basis by RM and actions are taken according to
13
Support benchmarking grid Annexure B.
 Franchise Support team takes resolution timeline from Franchise Owner/Manager on the
Franchise issues highlighted in FVR based on the nature of issue.
14
Support  Franchise Support team does not mark on already highlighted issue within decided TAT, not
applicable ‘N/A’ clause is used against such parameters.
Issue resolved within TAT: Issue not resolved within TAT:
Franchise  Franchise Support team marks the FVR as  FSE/RM/AM identifies and takes action as per
15
Support ‘Resolved’. Annexure C.

Note:

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At any point of time when issue is resolved, FSE

marks the FVR as ‘Resolved’.

Annexure A

Activity Review

Critical Activities for Review:

 Migration from Post to Pre

 Ownership change/address change
 Block on stolen / Voluntary
 Restoration
 Deposit enhancement
 Sale Return

Low Implication Activities for Review:

 Change of tariff/package/access level

 FNF modification

Annexure B

Franchise Visit Review- Benchmarking

Range Status Remarks
Above 95%-100% Excellent Franchises falling in the category will be considered exceptional.
Franchises falling in this category will be considered and monitored to
Above 85%-95% Good
maintain the performance level.
Franchises falling in this category will be considered and monitored to improve
Above 75%-85% Fair
the average franchise rating to next level.
Franchises falling in this category will be targeted aggressively and gray areas
Above 65%-75% Average
pulling the score down will be addressed promptly.
Franchises falling in this category will be considered critical and consistent
65% and below Poor
non-performers will be recommended by RM for warning/penalty as per policy

Annexure C

Action Scenario Action

Action 1 Issue not resolved within TAT
Lapse of initial one week warning
Action 2
period and issue still persists
Issue remains unresolved despite
Action 3 sending case to concerned Regional
S&D team and lapse of 7 days
Action 4 Issue remains unresolved
FSE/AM initiates warning email to the Franchisee and gives
one week timeline for the resolution of issue.
RM/AM issues warning letter to Franchisee and forwards the
case to concerned regional S&D teams for resolution of the
persisting issue.
RM/AM sends the case to Senior Manager Retail Sales (S&D)
with recommendation of penalty or short time suspension of
03 days for that particular Franchise. 3 days is to be given to
Franchise owner for the resolution of persisting issue.
RM/AM sends the case to Regional GM (S&D) keeping in loop
GM (CS Ops) & HOD (Shop & Franchise Support), with
recommendation to suspend Franchise. Franchise remains
suspended until the resolution of prevailing issue.

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