Standard Operating Procedure (SOP) Customer Name: General Electric El Seif SOP # 00000000/001/2013/RUH
Version: 1.0 dated 18 - Jul - 2013
I.
TITLE SOP document for M/s. General Electric El Seif
II.
OBJECTIVE The objective of this procedure is to define the steps that Operations, Finance, Sales, Customer Services at NAQEL should follow while handling the shipments, invoices or any query of GE.
III.
SCOPE This procedure covers the process of handling the shipments & invoices of GE by NAQEL.
IV.
RESPONSIBILITY Every employee in NAQEL is encouraged to know this process but Operations, Finance & Customer Service is responsible for implementing it.
V.
TYPES OF SERVICES OFFERED 1 - Rush Orders - Dedicated vehicle & driver to cover rush order deliveries within radius of 500 Kms. (Under A/c # 9016597). 2 - On Appointment Delivery - Express Deliveries within 1000 Kms, to any point with a 24hour notification. (Under A/c # 9016598). 3 - Normal Deliveries - Express deliveries within the agreed transit time matrix. Above are on EXPRESS Service offerings. (Under A/c # 9016598).
VI.
PROCESS DISCRIPTION OF SHIPMENTS - FOR SERVICE TYPE 1. RUSH ORDERS (A/c # 9016597) Key locations (RUH/JED/DMM etc) will have dedicated vehicle alongwith driver to cover the rush orders, which will be informed within 2 hours of the movement to be done. These vans will be dedicated for 10 hours. hence no ODA approval or charges will be applicable under this account. Additional charges will apply if the vehicle crosses 500 Kms, per trip. Additional charges will be applied for deliveries on Weekly Off Days and Public Holidays.
VII.
PROCESS DISCRIPTION OF SHIPMENTS - FOR SERVICE TYPE 2 & 3. ON APPOINTMENT DELIVERY & NORMAL DELIVERY (A/c # 9016598) STAGE-I – Pickup Process A daily regular pickup needs to be done as per the specified time at GE Electric pickup locations in various cities. During the pickup clear specifications on Type of Service required must be confirmed. (Please refer point V). Shipper will execute NAQEL Airway Bill and will ensure proper traceability of each package is given to the courier to affix correct destination stickers. Courier to do pickup scanning activity using Hand Held Device and sync data at the earliest. Courier not to collect any shipment that is banned to travel in the network of NAQEL. All shipments to be loaded and the vehicle to be sealed with security locks. STAGE-II – Arrival at the Origin Terminal & Lodging for Destination Upon vehicle arrival at the terminal the Operations Staff/Supervisor must check for any route incident. For locations that will have Storage Area, the picking up of shipments will be based on instructions from Customer Account Coordinator (To be appointed by Customer Service). Pickup activity for such bookings to be done as mentioned in STAGE -I process. Operation Staff to receive the shipments as per Type of Services offered, Scan them for Arrival using Hand Held device and Sort them based on destination. Operations Staff must check Any Special handling instructions,
SOP Owner: Mr. Tha'er/Regional Sales Manager/ Sub-stations Page 1 of 5 Created Date: 18 - Jul - 2013 Printed Date: 18 - Jul - 2013 This is a controlled document. If printed, the copy expires within 24hours of the "Printed Date". Please refer to Web Info Track for an updated version.
Standard Operating Procedure (SOP) Customer Name: General Electric El Seif SOP # 00000000/001/2013/RUH Version: 1.0 dated 18 - Jul - 2013 Airway Bill Quality Check & Sorting of AWB Copies. Shipments to be loaded safely to trailers, post scanning for Load to Truck. HUB process activity to be followed until dispatch of the trailer. Intercity follows its activity of dispatch and arrival as per the standard procedures. STAGE-III – Arrival at Destination & Transshipment Upon arrival ensure shipment security and receipt as per the manifested details. Any discrepancy needs to handled as per the Standard Exception Handling Procedure. Communicate with origin and Customer Account Coordinator on the Exception for further information/instruction. If receipt as per manifested details, proceed for delivery.
For transshipment, after arrival scan, sort the shipments and follow the STAGE - II process, similar to Loading for Destination. Shipments for weekend connections to be sorted safely under shaded area.
STAGE-IV – Out for Delivery Preparation & Delivering Shipments Operation Staff must load the shipment safely to the courier vehicle. Ensure to do the Out for Delivery Scanning activity to print delivery sheet thru system. Print delivery sheet thru system. Operation Staff/Supervisor to check, Number of shipments, Courier name, Route before finalizing the dispatch of the courier. Operations Staff/Supervisor must acknowledge the Delivery Sheet. Note: Courier must ensure that any verbal instructions given regarding any specific shipment have been understood, accepted and recorded.
VIII.
At the consignee's location, the Courier should: Verify the consignee address, Greet the consignee and request for accepting the shipment. In the event that the shipment is mistakenly not recorded in the Delivery Sheet, then record the AWB number manually on the Delivery sheet. Hand over the shipment and obtain the Proof of Delivery (POD): Fill the Date, IN- Time & OUT-Time of delivery. Consignee must write his/her name and sign on the Delivery Sheet, AWB copy & POD wherever applicable. Upon returning back to the terminal the Delivery Sheet, AWB copy & POD must be handed over to concerned Delivery dispatcher. Delivery Dispatcher to handover to POD Dispatcher, for effective movement for POD to the customer at origin. POD Dispatcher will follow the POD Dispatch process as documented.
SHIPMENT EXCEPTION HANDLING Attempted Delivery If the shipment could not be delivered for one of the reasons that are stated in procedure of "Delivery Process" then Courier should: Update the Delivery Sheet with the status of attempted delivery. Undelivered update can be done thru HHD as well, as applicable. Advise supervisor that a delivery attempt has been made. Refused Shipment If the consignee refuses to accept a shipment, Courier should: Update the Delivery Sheet with “Refused” remarks. Obtain the Consignee name and signature if possible. Mark time of refusal.
SOP Owner: Mr. Tha'er/Regional Sales Manager/ Sub-stations Page 2 of 5 Created Date: 18 - Jul - 2013 Printed Date: 18 - Jul - 2013 This is a controlled document. If printed, the copy expires within 24hours of the "Printed Date". Please refer to Web Info Track for an updated version.
Standard Operating Procedure (SOP) Customer Name: General Electric El Seif SOP # 00000000/001/2013/RUH Version: 1.0 dated 18 - Jul - 2013 Indicate reason for refusal, if any. Advise supervisor about the refusal with reason , if any. Damaged Shipment All employees in NAQEL have special responsibilities when handling a shipment. If any shipment is damaged whilst handling by NAQEL, then apart from ascertaining the below, Claims Team must be informed at the incident location. Types of Damaged Shipment: 1. Concealed Damage: Damage detected upon physical inspection of the contents of the shipment once the consignee opens the package. As damage is discovered after delivery has been completed, couriers do not have any responsibilities in connection with a concealed damage shipment. Important: Do not allow the consignee to open the package prior to signing the delivery sheet.
2.
Obvious Damage: Damaged shipments that were repacked by operations prior to delivery or the shipper instructed NAQEL to deliver the shipment even though the materials were damaged. Courier should: Advise the consignee that the shipment was repacked by NAQEL prior to delivery. Case (1): Consignee refuses the shipment: Follow the refused shipment procedures. Case (2): Consignee is unsatisfied with repacking: Write the description of the physical appearance of the package on the delivery sheet. Ask him/her to sign.
Consignee collection from NAQEL offices For all shipments whereby the consignee is collecting the shipment from NAQEL terminals below process must be followed: Verify that the individual requesting the shipment is the consignee or is an authorized person to collect shipment for the consignee (such as a note from the consignee). If a note is provided, attach it to the printed Delivery sheet. Obtain a photo identity and note the type of identify on the Delivery sheet. Have the consignee sign on the delivery sheet and indicate “Walk-in Delivery”. Follow "Hold At Location Deliveries" procedure. Thank the consignee and release the shipment. In case of Unclaimed Shipments: a. If the shipment is not picked up after the consignee is contacted twice, follow the attempted delivery standard as per “Delivery Process”. IX.
CONTACT POINTS FOR SHIPMENT EXCEPTION HANDLING Contact in NAQEL offices Customer Account Coordinator: Name : Mr. Ahmed Shokry Email:
[email protected]
Escalation's: Mr. Sayed Hussien/Customer Service Manager (
[email protected]) Mr. Ghouse/Projects (
[email protected])
SOP Owner: Mr. Tha'er/Regional Sales Manager/ Sub-stations Page 3 of 5 Created Date: 18 - Jul - 2013 Printed Date: 18 - Jul - 2013 This is a controlled document. If printed, the copy expires within 24hours of the "Printed Date". Please refer to Web Info Track for an updated version.
Standard Operating Procedure (SOP) Customer Name: General Electric El Seif SOP # 00000000/001/2013/RUH X.
Version: 1.0 dated 18 - Jul - 2013
PROCESS FLOW For Services Type 2 & 3 On Appointment & Normal Deliveries START
For Service Type 1 Rush Orders START
Shipment picked up, processed & sent to destinations.
Dedicated vehicle to be made available for Rush Orders.
Arrival at destination & out for delivery preparation.
Direct delivery attempt from GE location to consignee site.
Delivery attempts and undeliverable shipments handling.
Any issues of delivery to be directly coordinated with GE account coordinator.
IF delivered delivery details to be updated and IF undeliverable attempted delivery procedure to be followed.
POD & Delivery Note (if any) to be submitted to Delivery Dispatcher.
Tracking report & MIS to be sent to GE, by customer account coordinator..
Tracking report & MIS to be sent to GE, by customer account coordinator..
Continuous status & process monitoring by Service Quality Team.
Continuous status & process monitoring by Service Quality Team.
STOP
STOP
SOP Owner: Mr. Tha'er/Regional Sales Manager/ Sub-stations Page 4 of 5 Created Date: 18 - Jul - 2013 Printed Date: 18 - Jul - 2013 This is a controlled document. If printed, the copy expires within 24hours of the "Printed Date". Please refer to Web Info Track for an updated version.
Standard Operating Procedure (SOP) Customer Name: General Electric El Seif SOP # 00000000/001/2013/RUH
Version: 1.0 dated 18 - Jul - 2013
XI.
PROCESS DISCRIPTION - INVOICING STAGE-I – Invoice Generation & Dispatch to Customer Billing team under Finance will generate the invoice as per the invoicing cycle agreed with GE. Soft Copy of the invoice to be sent to IPS department in GE, email address as under, Email ID:
[email protected] Email ID:
[email protected] IPS will issue a vendor User ID & Password to NAQEL to access the approval of invoices sent. IPS to approve the invoices within 4 working days, in the event of any discrepancies related to invoicing IPS will coordinate with NAQEL personnel as under, Name: Mr. Nonoy (Accountant) Email ID:
[email protected] Mobile # 0593 266 246 Post approval by IPS of the soft copy, the hardcopy of the invoice to be delivered to GE Riyadh, the hardcopy to be delivered to following contact in GE, Name: Mr. Abdul Ghaffar, Email ID:
[email protected] Contact # +966 (11) 4945825 GE to process the payment as per agreed terms.
XII.
PROCESS FLOW - INVOICING START
Generation of invoice and soft copy dispatch to IPS.
IPS to approve with 4 working days, in case of no discrepancy.
Post IPS approval, hardcopy to be delivered to GE - Riyadh.
GE to process payments as per agreed terms.
STOP
SOP Owner: Mr. Tha'er/Regional Sales Manager/ Sub-stations Page 5 of 5 Created Date: 18 - Jul - 2013 Printed Date: 18 - Jul - 2013 This is a controlled document. If printed, the copy expires within 24hours of the "Printed Date". Please refer to Web Info Track for an updated version.
