customer related processes

Customer Related Processes

EKL-Prop-P-01 Rev. “03” January 08, 2011

Engineering Kinetics (pvt) ltd. of 5

1. PURPOSE

To ensure that Customer requirements are understood and reviewed by all concerned and capability exists to meet all the requirements of the Customer. Required standards, regulatory, and statutory requirements related to product are identified adequately.

2. SCOPE

This procedure addresses requirement of clause 5.2, 7.2, 8.2.1 of ISO 9001:2008 Standard and Section 4.2, 5.2.1, of EKL Quality Manual.

3. DISTRIBUTION 4. RESPONSIBILITIES

Head Proposals 4.1 Transformation of customer requirements into technical terms and then into

commercial terms by effectively utilizing company’s man-hours, available expertise

and thoroughly understanding the capacity to under-take the proposed services

4.2 Coordination with in company’s various functionaries and with the customer for better

understanding of the job and hence a preparation of best possible responsive bid.

4.3 Head Proposal is the procedure owner and shall be responsible to maintain, update,

and revise this procedure.

1 Managing Director 4 COO 7 Executive Director

2 DOP 5 Head BD 8 Incharge Contracts

3 Head Proposals 6 Karachi Office 9 Head Projects




5. PROCEDURE

5.1 Inquiry Handling

5.1.1 All requests / inquiries for EKL manufacturing / services are received and logged by Proposal Department on format (EKL-Prop-F-0101) for subsequent / needful action by Head Proposals or to whom he assigns the job from his team members. Head BD keeps a copy for follow-up.

5.1.2 Inquiry Review Record (IRR) on a Format (EKL-Prop-F-0102) and

Requirement for Bid Documents (RBD) on Format (EKL-Prop-F-0103) are established by the estimators for understanding the customer requirements (technical as well as commercial) and company strength / capabilities to go for offering the designated services.

5.2 Inquiry Review ‘Technical & Commercial’

5.2.1 Head Proposal assigns the job to the Lead Estimator / Estimator for further reviewing IRR & RBD.

5.2.2 Lead Estimator / Estimator shares his finding with Head Proposals.

5.2.3 Head Proposals after reviewing IRR & RBD evaluate the RFQ and company strength and decide to Go or Not Go (Regret) after discussing the job with Head BD & Executive Director / Director Operations.

5.2.4 For prospective Bid Lead Estimator / Estimator take into consideration the basic requirements of the job (as per RFQ) while preparing the proposal.

5.2.5 Incharge Contracts is consulted (if necessary) to review commercial / contractual requirements those have meaningful impact on execution of the contract.

5.2.6 Technical (as well as commercial) requirements are finally discussed with Director Operation / Executive Director for his reviewing and adopting an appropriate strategy and making a final decision thereupon an inquiry.

5.2.7 A proposal is prepared keeping in view customer requirements (technical & commercial) and EKL important terms are clearly written on its proposal covering letter duly signed by Head Proposal & Head BD.

5.2.8 A review / meeting is conducted if a bid is unsuccessful to evaluate competitors, shortcomings & areas of improvement.




5.3 Contract Review & Amendments

5.3.1 Upon maturity of a proposal and issuence of Letter of Intent (LOI) by the customer Incharge Contracts review the EKL proposed terms & conditions inline with customer ITB and Contracts Documents stipulations and settles therupon a final contract (mutually agreed between two parties) and maintain such record on Format (EKL-Prop-F-0104).

5.3.2 Changes in contracts are reviewed and documented, each review is based on issue initiated by client or EKL site management. Incharge Contracts will co-ordinate this review, once a change has been reviewed and approved it is informed to Head Operations/ Head Projects / Works Manager who will further inform all concerned about the nature of change.

5.3.3 On each change revision number and date will be mentioned.

5.4 Handling of Customer’s Intellectual Property

5.4.1 Technical data provided by the customers for preparation of proposals is considered their Intellectual Property and handled as per customer desire.

5.4.2 It is kept safe or returned to the customer as advised in ITB / RFQ documents and Head Proposal shall be responsible for this assurance.

5.5 Project Interface & Customer Satisfaction

5.5.1 Upon maturity of a bid Head Proposals hand over relevant data to EKL Planning / Projects / Contracts and briefs the project KPIs to the execution team.

5.5.2 Managing Director/Executive Director/ Head Operations/ Works Manager / Head Projects /Site manager communicate with the customer as appropriate and required.

5.5.3 Head Projects / Director Operation attends the meeting with client as scheduled and/or required from time to time during execution phase of the project.

5.5.4 Site Manager/ Project Manager will obtain the project completion certificate from the client.

5.5.5 On completion of project Head BD will obtain customer response through Head Projects / Site Manager about the job satisfaction executed by EKL on a Format (EKL-Prop-F-0105) and forward the orignal to Management




Representative and copy to Head Operations for review in Projects Review meeting.

6. Records

Document No. Document Name Maintained by Retention Period

EKL-Prop-F-0101 Log of Customer Requests Head Proposals 2 years

EKL-Prop-F-0102 Inquiry Review Record Head Proposals 2 years

EKL-Prop-F-0103 Requirement of Bid Documents Head Proposals 2 years

EKL-Prop-F-0104 Contract Review Record Incharge Contracts 2 years

EKL-Prop-F-0105 Customer Satisfaction MR 2 years

7. Approval

Prepared by Approved by

Designation Head Proposals Director

Sign.

Date




Process Flow Chart Customer Related Processes are explained as per following Flow Chart. Process Flow Chart

No

Yes

Quote Review File

Contract Review Record

Establish CustomerRequirements

Customers RequirementsStated/ / Verbal non Stated

Statutory / Regulatory Other Requirements

Customer Requirements

Review of Requirements Product Requirement Inquiry Review Output

Organization Communication toPrepare Proposal

File

Prepare Proposal Proposal

Submit Proposal

Record of Submission

Negotiation Proposal File

Acceptance

Clause 5.2, 7.2, 8.2.1

Project Completed

Periodic Review by Projects Manager/Customers/Planning

at Pre-defined Milestone (Records of review to be kept along with action taken as a

result of reviews)

Yes

Yes

Inputs

Contract / Order Requirement

No

Project Execution

Receipt & Log of Inquiry