MEDILINKS ENTERPRISES

1. Overview

Medilinks Enterprises, is a trading firm, dealing in

Diagnostic and Therapeutic Medical Equipment , used in
Hospital ICU and Diagnostic Centres. The firm has been
in operation for more than 20 years, with a vide Clientele
base in Kolhapur, Sangli, Satara, Ratnagiri, Sindhudurg
and Goa.
Our Vision: TO PROVIDE SUPERIOR QUALITY
HEALTHCARE SERVICES THAT CLIENTS
RECOMMEND TO FELLOW PRACTITIONERS AND
FRIENDS, BENEFITTING HOSPITALS AND
PATIENTS, TO OFFER TOP OF THE LINE
PRODUCTS IN THE INDUSTRY.

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The purpose of this Standard Operating Procedure

Manual (SOP) is to provide to employees with written
instructions of the regularly recurring work processes
and repetitive activities followed by the Company.
The procedures set forth in this manual applies to
Medilinks Enterprises owners and employees, and shall
be followed to provide structure and guidance, ensuring
consistent implementation within the organization.

Operation Procedures
The operation procedures provide guidance on
activities related to administration, Sales of medical
equipment , Service of various equipment, Maintaining
accounts, Safety.
The Partners of the Firm have the sole discretion, and
reserves the right to adopt new work rules, procedures
and policies, and to modify, alter, delete, suspend,
change or discontinue existing policies and procedures
at any time, with or without notice. The changes made
will be informed as they occur.

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2. Standard Operating Procedure

SALES THROUGH REPRESENTATIVES

5.1 Purpose: To ensure that all the enquiries from

clients or potential customers will be answered by the
sales team within the same day of the receipt. If such
information is not yet available the shall provide a
tentative date on which the information will be
available.
5.2 SCOPE : This SOP will be applicable to the sales
team which enables them to provide a timely response
to a Customer’s enquiry or response.
5.3 DEFINITIONS:
Inquiry: It is the act of asking about something or any
kind of information.
Quotation: It is a document that contains all the
information about the products and /or services and
certain price being offered to a client with specified
conditions.
5.4 Sales Co-ordinator : A Sales Coordinator is a
professional who co-ordinates the sales team by
managing schedules, filing important docuemnts and
communicating relevant information.

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• Skills of Sales Co-ordinator : Coordination skills

consist of various abilities and competencies
focused on planning and executing multiple
activities, actions and plans simultaneously. They
focus on your capacity to employ attention to detail
skills while considering how smaller details fit into a
larger project.
5.5 Sales Representative : A representative of the
company, who travels about to sell goods of the
company.
Skills of Sales Representative:
• Generating Leads
• Qualifying Leads
• Approaching the customer
• Developing solutions
• Handling Objectives
• Closing the sale
• Follow up
5.6 PROCESS OF SALES:
• Enquiry From Customer : Sales person takes an
enquiry from the customer.
• Collect Data From Sales Person : Once Customer

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create an enquiry the sales person will collect data

from customer and provide the data to sales
coordinator to update in SFDC.
• Fill The Data In SFDC : Once sales person collect
the data and he /she will provide the data to sales
coordinator. He / She will fill all the data into SFDC.
• Follow-Up With Sales Person : Data is fill into the
SFDC by sales coordinator, after this the follow-up
will be start with sale person regarding the order.
• Collect PO From Customer : Once the deal/Order
will confirm, customer will generate the Purchase
Order (PO) and sales person will collect it.
5.6.1 SFDC stands for Salesforce.com, which is a
cloud-based customer relationship
management (CRM) software used to
manage customer data, sales processes,
marketing campaigns, and customer service
activities. SFDX, on the other hand, stands
for Salesforce Developer Experience.
• Salesforce is the world's #1 customer
relationship management (CRM) platform. We
help your marketing, sales, commerce, service

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and IT teams work as one from anywhere — so

you can keep your customers happy
everywhere.
• Salesforce Platform is an enterprise platform-
as-a-service (PaaS) solution that allows
developers to build, test and resolve defects in
cloud applications before deployment.
5.6.2 WorkFlow of SFDC:
• In SFDC there are two department as below :
• Government Data
• Private Data
• Government Data : In this all government tenders
and government related order data is collected and
filled up.
• Private Data : In this all privately operating
customers order data is collected and filled up.
Options in SFDC
• Home : We can check the data as quarterly, yearly
and monthly basis.
• Accounts : In this we can check Account Name,
Golden Opportunity Number, Address, City, Zip
Code, State and Country.

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• Contacts : We can check Name, Account Name,

Office Phone Number, Email Id.
• Leads : In this we can check Name, Company
Name, Office Number, Email id, Status of lead,
Lead Qualification Level, Lead Source, Product Of
Interest, Owner First & Last Name.
• Opportunities : We can check Opportunity Name,
Account Name, Stage, Expected Order Date,
Opportunity Number, Probability, City, Expected
Opportunity Amount.
• Reports : In this we will check P & P2
• P1 : Devlop with 30 days to EOD
• P2 : Commit w/o VOC Philips, RDD<EOD, Dormat
Opportunities.
• Dashboard : Indirect Sales Process Adherence
(Partner User View), In this, the overdue
opportunities will be reflected.
• All the options mention above are as same for
government data.
5.6.3 How To Create And Update Account In SFDC :
• In SFDC we can create an account and as well as
fill the data into the particular account.

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• Create New Account : If the customer is new and

need to create an account in SFDC we need to
follow below steps to create an account :
• Need to collect data from sales person i.e Hospital
Name, Address, Email Id, Contact Number, Contact
Person, Pin code, Product details in tentative. After
this we need to send a mail to appropriate person to
create an account. Sales Coordinator have not
access to create an account in SFDC.
• Account is Created : If the customer details are
already created in SFDC, then also we need to flow
some steps :
• Need to collect data from sales person i.e Hospital
Name, Address, Email Id, Contact Number, Contact
Person, Pin code, Product details in tentative.
• We will first login into the portal of SFDC, it should
be private or government.
• Once loggedin, select Opportunities tab and select
New to create an account.
• Fill data as, Opportunity Name, Amount, Account
Name, Expected Order Date, Expected Delivery
Date, Stage, Business Type, vendor Choice,

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Funding Status & Location then save this

information.
• After saving the information , in next window
product searching can be done. In this, one can
search a product, for example, GS20, Affiniti 70 and
then update quantity, amount then Save.
• The golden opportunity then created. Followup is
taken with sales person for SFDC Opportunities.
5.6.4 Tems in SFDC portal
• Opportunity Name : Contains product name or
model.
• Expected Amount : contains the exact price of the
product.
• Account Name : contains the Hospital Name.
• Expected Order Date : contains the expected
order date for the particular product.
• Expected Delivery Date : contains the expected
delivery date for that particular product.
• Stage : This option has various stages as below :
• Identity, Qualify, Develop, Propose, Order
Promised, Order Booked, Sales Recognized, Not
Pursuing, Cancelled By Customer and Lost.

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• Business Type : always business type should be

selected as new.
• Vendor Choice : In this we can select the vendor
choice with four options :
• Philips, Neutral, Competitor and unknown. Vendor
choice is depends on the sales person.

• Funding Status : In this we can select the funding

status with four options : Neutral, Unlikely,
Unknown, Confident.
• Location : In this we can update the City, State,
Country, Village, Postal Code.
5.6.5 WIN AND LOSS
• If Win : If order is booked and confirmed the order
will be win for us. If we win the opportunity then
option will be Order Promised and Order Booked.
• If Loss : If order is lost, then option will be
Cancelled by order and also Lost and give
appropriate reason and Competitor name.
• Not Pursuing : If the opportunity is duplicate then
we use the option as not pursuing so the duplicate
opportunity will be cancelled/deleted.

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• Dormant Opportunity : Any marketing-generated

leads that have not interacted with your sales team
in the past 30 days, and are not in an open
opportunity, are considered dormant. This doesn't
mean they are not interested. It just means that they
are inactive.

5.6.6 QUOTATIONS AND POS

• Sales Quotation has Pending Quotations and
Complete Quotations.
• Purchase Orders : A purchase order is a
commercial document and first official offer issued
by a buyer to a seller, indicating types, quantities,
and agreed prices for products or services. It is
used to control the purchasing of products and
services from external suppliers.
• We have Pending PO’s and Complete PO’s.

5.7 PROCEDURE OF SALES:

When an enquiry is generated , the Sales person

briefs the Customer with the appropriate product
meeting his requirement. Then generates a

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quotation and submits to the Client. After

negotiation the deal is confirmed by the Customer
by generating a Purchase order along with advance
amount of booking.

Further the Sales co-ordinator places the

respective order to the Principal Company , if the
equipment is unavailable in the stock. In case the
item is available , it is delivered to the Customer
after fulfillment of the payment terms. The
Purchase order copy is filed in ML/QMS/S1, for
further reference to the accounts section for billing
and recovery purpose.

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Standard Operating Procedure

5.8 Sales through Government Tendering

5.8.1 Purpose: To ensure that all the enquiries from

potential customers will be answered via tendering
portals.
5.8.2 SCOPE : This SOP will be applicable to the sales-
cordinator and the Administrative team, to bid in
accordance with the OEM and procure the order.
5.9 DEFINITIONS:
OEM: Original Equipment Manufacturer
TENDER : A tender is an offer or invitation to bid for a
project or to accept a formal offer such as a takeover
bid. This term usually refers to the process through
which the government and financial institutions put
forward invitation bids for large projects. These bids are
to be submitted within a given deadline.

6.0 PORTALS
• There are various portals that are used to
procure medical equipments.
• One can search the tenders throughout
Maharashtra on below sites.

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• Mahatenders :
• Link : www.mahateders.gov.in
• Web Browser : Internet Explorer
• EPROCUREMENT GOA :
• Link : www.eprocure.goa.gov.in
• Web Browser : Internet Explorer
• EPROCUREMENT GOVT :
• Link : www.eprocure.gov.in/eprocure/app
• Web Browser : Internet Explorer
• IREPS :
• In this we search on Railway portals for medical
equipments
• Link : www. Ireps.gov.in
• Web Browser : Google Chrome
• GEM : Government e Portal :
• The Government e Marketplace (or e-Marketplace)
(GeM) is an online platform for public procurement
in India. The initiative was launched on August 9,
2016, by the Ministry of Commerce and Industry,
Government of India with the objective to create an
open and transparent procurement platform for
government buyers.

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• Links : https://gem.gov.in/
• We use this to login into GEM portal and search the
tenders.
• Web Browser : Google Chrome
6.1 Tender Related Documents:
• BID Documents : BID, Bid Number, Specification,
BOQ, EMD amount, ATC, Tender Notice,
Corrigendum, Pre-bid documents, Address, Pin
code, Bank details.
• Tender Documents : Affidavit, Technical
compliance, Quote, details of product supply, User
list, Product list, Audit report, Old PO, IR Reports,
Proforma, Letter of Authorization, Contact Details.
• Company Documents : GST Certificate Kolhapur
& Goa, Company PAN Card, Partnership Deed,
Turnover Certificate, Udyam Registration
Certificate, EC Certificate, MAF Certificate.
6.2 PROCESS
• Process 1 : Open, Technical Bid Opening,
Technical Evaluation
• Process 2 : Financial Bid Opening, Financial
Evaluation, AOC

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• L1 : means we WON the tender.

• L2 : means we LOSS the tender.
6.3 PROCEDURE:
This is an online procedure. It includes following
processes.
6.3.1Tendering
1. Schedule of Tendering: - This includes details
regarding tender viz., date of tender , last date of
online submission , physical address for
communication, web address or email address for
any issues relating to the tender.
2. Instructions: This includes instructions to bidders
regarding purchaser, purchasers right, delivery
instructions etc.
3. List of Documents: This includes list of documents
to be uploaded online, viz, authorization, company
credentials (PAN, GST, partnership/prop, IT
Returns).
4. General Terms and conditions: This includes scope
of work, completion period, payment, guarantee/
warranty period, Bank Guarantee/ Performance
guarantee, After Sales Services, spares, updating

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of the equipment, undertaking from OEM, Bid

Security (EMD) , Sales Tax and other levies,
insurance, validity.
5. Conditions for Techno Commercial Bids:
a. Technical Compliance: This includes brief
description of equipment with accessories, list of
spares, it may include new models, copies of
catalogue.
b. Commercial Compliance: It includes delivery
period, performance security, bank guarantee etc.

6. Price Bid: It includes price of the equipment.

6.3.2 Evaluation: This includes submitting of the

tender to the appropriate authority as per
requirement of the tenderer. At the stipulated
time the tenders will be opened and evaluated
by the experts.
A. Technical Evaluation: This process ensures
whether the proposed equipment is in lieu
with the specifications mentioned in the
tender document.

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B. Financial Evaluation: Once the tender is

through the technical evaluation, it is
checked for price comparison. The experts
then choose the bid, as per their criteria. This
is the final step of scrutiny. Once the bid is
through this step, a purchase order is
released in the bidders name. The bidders
who do not qualify in the scrutiny, get back
the EMD amounts.

6.4 Corrective measures for non-compliance:

If the sales representative fails to follow any of the
procedure then non-conformity report is issued and if the
mistake persists then it affects the respective months
salary of the respective personnel.
6.5 Last Saturday of every month meeting is held to
review the process and ensure the procedures are
followed thoroughly.

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8.VARIOUS REPORT FORMATS

1. NON-CONFORMITY REPORT
2. CUSTOMER PO FORMAT
3. PO FORMAT TO PHILIPS FOR SALES
4. PO FORMAT TO PHILIPS FOR SERVICE
5. INVOICE FORMAT
6. RECEIPT FORMAT
7. CUSTOMER FEEDBACK FORM

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Non-conformity format :
NON-CONFORMITY OUTPUT CONTROL
1. Non-Conformance Report
NCR# Event Date
Status Verification
Raised By Closed by
Title Title
Raised On Closed On
2. Issue Description

3. Action Taken to Fix

4. Corrective Verification- Object Evidence of Actions Taken

5. Correction Acceptance
Raised By Signature
Closed by Signature
Admin Signature
6. Root Cause Ananlysis

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CUSTOMER PO FORMAT
(On Customer letter head)
Date:

To,
Medilinks Enterprises,
Kolhapur.

Dear Sir,

With reference to the various discussions we had, we are pleased to hereby place our
confirmed purchase order for supply of following items:
S.No. Description of Imported equipment Quantity Value Total Value

TOTAL ORDER VALUE including

GST
Total Price: Rupees .(inclusive of taxes).

TERMS AGREED ON:

1. Payment Terms: 10% advance and rest prior delivery against intimation of
dispatch.
2. Delivery: 6-8 weeks after receipt of confirmed purchase order & advance &
confirmation of PCPNDT permission.
3. Warranty: XXXX YEARS.
4. Pre-Installation requisites to be followed as per instructions.

 The invoice should mention both “Bill to” & “Ship to/consignee” address as per Name
and address given below :
Bill to S Ship To:
Name : Name :
A Address: A Address:
City City
State State
PIN PIN
Email Email
GST# GST#

Please acknowledge the receipt of our Purchase Order and arrange for the delivery of the
equipment as mentioned hereinabove

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Yours truly

Authorized Signatory

PO TO PHILIPS EQUIPMENT SALES

(On Medilinks Letterhead)
PO#MLG/20/PCMS22 Date :
26.09.2020
To,
Philips India Limited,
C/o Expeditors International India Pvt. Ltd.,
C/o Siesta Logistics Corporation,
S.Y. No. 2/1, Thirumalashetty Halli,
Soukya Road, Near Police Station,
Samethanahalli Post, Karnataka, 560067.
Philips GST NO.- 29AABCP9487A2Z4
Kind Attn : -Ratna Singhwal/ Avdesh Kumar
Opp. No: - 3391278
Qtn No ISC017473

Dear Madam/Sir,

I am glad to place order for following Philips System.

QTY PART NO DESCRIPTION RATE AMOUNT
RS.
35 INX9999H19 Philips Respironics E30
w/Humidifier, IN
35 1032907 Performance Tubing 6ft (1.83m)
35 332113 Whisper Swivel II Packaged
35 342077 Bacteria Filter Box 10
TOTAL Amount Excl GST

TOTAL: Rs. ONLY, excluding GST. GST at Actuals.

Warranty : ONE year.

Payment terms : 10% advance by RTGS and 90 days credit for balance payment. If order is
cancelled the advance is non-refundable.
Delivery : 3 to 4 weeks.

Billing Address & Shipping Address:

Medilinks Enterprises, Servesh Plaza, Assembly Road, Kolhapur. MAHARASHTRA.
416001. Contact: 7720043442
GST: 27AARFM6522A1ZC.

Thanking you,
Yours truly,

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Deepak Sulgaonkar

PO TO PHILIPS SERVICE
(On Medilinks Letterhead)
Ref: Date:

To,
Philips India Limited.
C/o Expeditors International India Pvt. Ltd.,
C/o Siesta Logistics Corporation,2S.Y. No. 2/1, Thirumalashetty Halli,
Soukya Road, Near Police Station,
Samethanahalli Post, Karnataka, 560067.
Philips GST NO.- 29AABCP9487A2Z4

Sub:
Part Number Part Description Period Unit Price Total INR

Discount 15%
Discounted Basic Price Rs.
GST @ 18 %
TOTAL ORDER VALUE Rs.
In Words: Rupees xxxx Only. Including GST.

Terms & Condition:

1. Billing Address : Medilinks Enterprises, E394, Servesh Plaza, Assembly Road, Shahupuri,
Kolhapur. 416001.
Delivery Address & Contact Person: As above contact Person : Deepak Sulgaonkar, Ph:
09325691365.
2. Payment Terms : 100% advance.
3. Delivery : 3 - 5 weeks from the receipt of confirmed order along with advance payment
4. Warranty for spares supplied: 90 days.
5. End-user certificate to be issued by the customer after installation of the supplied items.
(Channel to provide End User Certificate).
6. Exchange part, and the defective parts will be returned to Philips India Limited. Within 7 days
from receipt of part.
FOR MEDILINKS ENTERPRISES

Authorised Signatory
GST Registration No: 27AARFM6522A1ZC

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INVOICE COPY:

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RECEIPT COPY

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CUSTOMER FEEDBACK FORM

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ANNEXURE :

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