Standard Operating Process (SoP) for major complaint products

Stack holders;

Point of contact from CS: Hasan Masroor & Kamran Jamil

Point of contact from WH: Muhammad Saqib, Moeenuddin & Usman Khan

Point of contact from IBL FM: Waseem Naimat & Mehrooz Uddin

Following is the X & Y product process flow

1- CS has the location in Candela to move the STR from CWH to CS and after repair it will return in
same manner from CS to CWH for proper treatment of documents.

2- Repair and replacement of any Y products will handle by Mr. Moeen Uddin. CS will provide delivery
challan to concern person for further process and for record purpose.

3- Repair and replacement of any X products will handle by Mr. Mehroz Uddin in IBL FM. CS will hand
over the damage items to him and follow up until product will ready and send to WH. CS will use
DC for record purpose.

4- IBL FM will provide the dedicated space in the factory for drop the damage/repair items which will
lift from customer’s place.

5- Mr. Kamran will take follow ups with Mr. Mehroz for the same and Mr. Mehroz will ensure all
repairing work would be completed in 7 working days and return the same to WH.

6- Mr. Moeen Uddin will confirm the availability of product in WH and WH team will provide the stuff
to CS for further delivery to customer. CS will receive the product on delivery challan and provide
the copy of to WH for record and follow up purpose.

7- Customer services team will do proper QC/PDI of repair items either its X or Y before delivery to
customer.

8- Logistic team will provide the vehicle upon request of CS for further delivery arrangements.

9- Logistic team will support or help to CS in replacement of products as they are managing deliveries
in all over the city on daily basis to reduce the extra logistic cost.

10- CS team will support (to fix minor carpentry issues and polish touchups) to logistic on those items
which lift from shop against any replacement.