AL RAZI PHARMACY CO. L.L.C.

QMSP 07 A SALES AND TENDERING PROCESS FOR PROJECTS

Prepared by : Management Representative

Approved by: Division Head

Effective Date 20-02-2012

Revision Number 00 Revision Date 20-02-2012

Notice

All rights reserved. These materials are confidential and proprietary to AL RAZI PHARMACY CO. L.L.C... No part of
these materials should be reproduced, published in any form by any means (electronic or mechanical, including
photocopy or any information storage or retrieval system), nor should the materials be disclosed to third parties
without the express written authorization of AL RAZI PHARMACY CO. L.L.C..
.
 Doc No. QMSP-07A

AL RAZI PHARMACY CO. L.L.C. Rev 00

Date 20-02-2012
Pages Page 2 of 6
Sales and tendering process for projects

Table of Contents

1. Purpose……………………………………………………………………………………………………………………………………3
2. Scope……………………………………………………………………………………………………………………………………….3
3. Definitions and Abbreviations…………………………………………………………………………………………………..3
a. Definitions3
b. Abbreviations3
4. Roles and Responsibilities3
5. Process Description3
a. Enquiry Generation3
b. Preparation of Quotation/Tender/Proposal Documents4
c. Amendments to Contracts/Orders after acceptance of the Order5
6. Sales and Monitoring Reporting5
a. Measurement of Client Satisfaction5
7. Handling of Client Complaints6
8. References6
9. Record References 6
10. Procedure Amendment History6
 Doc No. QMSP-07A

AL RAZI PHARMACY CO. L.L.C. Rev 00

Date 20-02-2012
Pages Page 3 of 6
Sales and tendering process for projects

1. PURPOSE
This procedure defines the system for understanding client requirements, estimation of costs, preparation and
approval of quotations, review and acceptance of orders/contracts received from clients and executing the
awarded projects.

2. SCOPE

Applies to all enquiries received, quotations prepared and orders received.

3. DEFINITIONS & ABBREVIATIONS

3.1 Definitions

Nil

3.2 Abbreviations

QMS Quality Management System

MR Management Representative
PM Project Manager
PE Project Engineer
SE Sales Engineer

4. ROLES AND RESPONSIBILITIES

Division Heads Approval of quotations and acceptance of orders received

Logistics coordinator Estimation and preparation of quotations

Management Representative Measurement of client satisfaction

5. PROCESS DESCRIPTION

No. Activity Responsibility Records

5.1 Enquiry Generation
Any type of legal or regulatory requirements mandatory to the
Legal compliance
organization and their respective divisions shall be complied with
1 Division Heads for business
and such information (government regulations on QMS, National and
activities
International Standards etc.) shall be updated.
Registrations, pre-qualifications with government and non-
Logistics Pre-qualifications,
2 governmental clients as well as regulatory agencies required for the
Coordinator Registrations
business shall be carried out.
Sales personnel/
Receive/generate tenders/enquiries from prospective clients Enquiry
3 Logistics
through website, calls, marketing, tenders etc....
coordinator
 Doc No. QMSP-07A

AL RAZI PHARMACY CO. L.L.C. Rev 00

Date 20-02-2012
Pages Page 4 of 6
Sales and tendering process for projects

Review inquiry from client, arrange collection of the details/

specifications and decide whether to bid or decline. Where the Logistics Co
4 decision is to bid, the Division Head shall request any additional ordinator Enquiry
information (if required) from the client to prepare a complete /Division Head
technical & commercial proposal.
All Enquiry/Tender documents shall be registered in the Proposals
Logistics Co Proposals
5 Log/Register (QMSP07 F02) and assigned a reference number for
ordinator Log/Register
the tender/proposal.
Where the decision is not to bid, an email/letter/fax shall be sent to
Logistics co
6 the client regretfully informing them of reason a bid cannot be Enquiry
ordinator
submitted.
Ensure that all the technical and commercial information, including
Drawings/Specifications/Schedules and any other related
information, is available along with the tender documents. Any
documents found missing from the enquiry shall be requested from Enquiry/tender,
7 Estimator
the client. If required, A visit to the client’s offices/site may be Site Visit Report
arranged to survey the site and clearly understand the project
requirements. Information gathered during site visits shall be
recorded and maintained with the tender.
Prequalification package shall be prepared (if required) including (if
required), an uncontrolled copy of the QMS Manual. The Logistics co Pre-qualification
8
responsibility for updating and maintaining the company Pre- ordinator/MR package
qualification brochures shall be the responsibility of the MR
The Estimator shall review the tender/enquiry and should ensure
that requirements are clearly defined, documented and understood.
Estimation
9 Any anomalies must be resolved with the client or his representative Estimator
Records
and recorded. Tender or enquiry documentation should be initialled
by the estimator to signify review.
Statutory regulatory requirements applicable to the project and any
Legal
10 addition requirements considered necessary by the organization Division Head/MR
requirements
shall be checked by the Division Head/MR.
Prepare BOQ; obtain material/labour/equipment/service prices and
11 delivery schedule from approved suppliers/subcontractors for use in Estimator BOQ, ASL
estimation followed by the actual estimation.
5.2 Preparation of Quotation/Tender/Proposal Documents
Review the quotation to ensure that the technical and commercial
conditions are fulfilled. The completed tender/quotation/proposal
1 Division Head Quotation
(QMSP07 F01) shall be signed by the Division Head or his authorised
representative.
Maintain details of inquiries received, corresponding
tenders/quotations/proposals issued, order status, follow up Proposals
2 Co ordinator
information etc. in the proposals log/register (QMSP07 F02) and Log/Register
update it at relevant stages.
Sales
Proposals
3 Follow up all issued tenders/quotations/proposals to obtain orders. personnel/logistic
Log/Register
s coordinator
 Doc No. QMSP-07A

AL RAZI PHARMACY CO. L.L.C. Rev 00

Date 20-02-2012
Pages Page 5 of 6
Sales and tendering process for projects

Upon receipt of Order/Contract all details shall be reviewed against

4 the submitted tenders/quotations/proposals and clarify any unclear Division Head Client Order
technical or commercial terms with the client.
Order acceptance shall be communicated to the client in writing and
5 then internal communication shall be passed to the relevant Co ordinator Order Receipt
departments such as project, finance, etc.
5.3 Amendments to Contracts/Orders after Acceptance of the Order
Discuss with the PM about the impact on the project and decide
whether the amendment can be accepted. Clarify all technical and
Order
1 commercial conditions before proceeding further. Obtain the revised Division Head
Amendments
order/contract or amendment to contract, review and acknowledge
acceptance.
Contact the client and agree upon the additional scope (technical and
commercial). Amendments to contract shall be forwarded to all
Order
2 concerned departments for revision of all relevant Division Head
Amendments
documents/drawings. Approvals for amendments shall follow the
approval procedure similar to the original order
Handover all details of the project to the designated PM. The
Project
Handover shall include all relevant points of the contract including
3 Division Head Specification &
resources, schedules, sub-contracts, supplier information etc.
Details
required to execute the project.
Contract/Order amendment documents shall be distributed to all Project
Logistics
4 relevant departments for implementation and execution of the Specification &
coordinator
Contract. Details
5.4 Sales Monitoring and Reporting
1 Summarize the sales and prepare a monthly sales report. Co ordinator Sales Report
Monitor the sales performance against the budget and take
2 Division Head Sales Report
appropriate measures.
5.5 Measurement of Client Satisfaction
Maintain the database of all clients who avail service from the
1 MR Sales Register
company in the sales register (QMSP07 F02).

On a random basis the customer feedback form (QMSP07 F04) shall

be faxed/ emailed to clients once a year to measure client’s feedback
Customer
2 about the quality of service provided. If the client does not respond MR
Feedback Form
within a week they shall be contacted via telephone and their
remarks recorded in customer feedback form.

Review and acknowledge all customer feedback results and prepare

Customer
3 a statistical report every six months to be discussed in the MR
Feedback Form
management review meeting.
 Doc No. QMSP-07A

AL RAZI PHARMACY CO. L.L.C. Rev 00

Date 20-02-2012
Pages Page 6 of 6
Sales and tendering process for projects

5.6 Handling of Client Complaints

On receipt of client complaints (written and verbal), they shall be
documented in client complaints register (QMSP07 F03). A customer Client Complaints
1 MR
complaint record shall contain complaint description, date of receipt, Register
name, location and the project reference number.
Client complaints shall be corrected (problem solved) and necessary
2 corrective action (elimination of cause of problem) shall be MR Corrective Actions
performed by MR with assistance from relevant personnel.

Corrective Actions,
An action plan shall be prepared towards implementation of the
Customer
3 correction and corrective action. It shall be documented in the MR
Complaints
customer complaint register.
Register

The Client shall be informed about the corrections and corrective Client Complaints
4 MR
actions taken in response to their complaint. Register

6 REFERENCES

ISO 9001:2008 clause reference 7.2, 7.5

7 RECORD REFERENCES

Record Record Ref # Responsibility

QMSP07F01 or
Proposal Division Head
in the system
QMSP07F02 or
Proposals Log/Register MR
in the system
Client Complaints Register QMSP07F03 MR
Customer Feedback Form QMSP07F04 MR
Client Enquiry/Orders Nil Division Head
Client Complaints Nil PM
Corrective Actions Nil MR

8 Procedure Amendment History

Rev. No. Date Amendment Details

0 20-02-2012 Initial Issue