February 19, 2016

Authored by: aji thomas

OPERATION MANUAL

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OPERATION MANUAL

AMJOBZ E-MARKETING VENTURES

Introduction

Welcome!

This Operations Standards Manual or OSM is written for the employees or franchisee of AMJOBZ e-

marketing ventures, primarily for those employees involved in the day to day operations of our Company. It

is also written for the franchisees of AMJOBZ Company, the “franchisees of record,” who own and operate

AMJOBZ franchise under a franchise agreement, and their respective employees.

This document is designed to serve multiple purposes. It is a source of information, a reference, a guide and

training tool in the effective and successful operation of an AMJOBZ company franchise or branch.

This Manual contains vital information as it relates to the standards, procedures, processes, product,

business methods and some key areas of operational support needed for the daily operation of AMJOBZ

franchise to ensure we meet or exceed the expectations of our customers.

This OSM is predominantly focused on franchise operations and the support functions to company

operations in Marketing and Human resources. There is also a section on key considerations for new

Franchisees.

This OSM is written by the team members of AMJOBZ company who work in the operations service and

support function of the company.

It is the ongoing job of the Operations service and support team to ensure that the OSM is regularly reviewed,

updated, and that it accurately reflects changes to law, technology, and equipment and product

specifications and modifications.

This OSM is approved by the management of AMJOBZ company.

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Purpose

This handbook has been prepared to inform new employees of the policies and procedures of this company

and to establish the company’s expectations. It is not all inclusive or intended to provide strict interpretations

of our policies; rather, it offers an overview of the work environment. This handbook is not a contract,

expressed or implied, guarantying employment for any length of time and is not intended to induce an

employee to accept employment with the company.

Company Overview

AMJOBZ e-marketing ventures is a venture started in terms to customize the perspective of online marketing

with the needs to comply as per the views or satisfaction of all kinds of customers related to any kind of

industry. Amjobz is an e-Portal developed a new kind of information exchange to help company to grow their

business globally for all kinds of products and services beyond their existing Marketplace.

Started with an intention to create a revenue system for a life time income. Implementing strategies and

solutions that fit anybody’s needs.

One of the best and most profitable programs to come out in a long time, we offer you the wealthiest and

smartest way of becoming RICH [Residual Income Creates Happiness] through the internet based business.

Since its launch in 2015, Amjobz e-marketing Ventures has committed itself to providing publishers with a

comprehensive and profitable solution for their ad network and display, pre-roll and mobile inventory. Our

aggressive sales team is dedicated to the small details of inventory management to ensure our publishers

benefit from maximum returns. With this vision, advanced optimization technology, and a tireless staff,

Amjobz e-marketing Ventures is emerging as one of the industry’s leaders in ad network and inventory

solutions.

Our rapidly expanding business draws some of the brightest advertising minds that the country’s top

Franchises’ have to offer. Fresh, knowledgeable perspectives keep Amjobz e-marketing Ventures at the

forefront of industry innovation and hungry to discover new ways to profit our partners.

Mission Statement

“Shape the future by creating extraordinary value and opportunity for the people who wish to turn from a

normal person to an entrepreneur. Starting a journey of success along with reducing the unemployment

situation”

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Vision Statement

Is to meet the increasing demand of the businesses to find a worldwide platform to maximize the sales

volume of their products and services at a very low cost, and for the customers to find what they need in a

best quality and a competitive price.

Ethics Statement

Purpose: - Pursuit of AMJOBZ e-marketing ventures in mission of creating an online market, research and

public service requires a shared commitment to the core values of the Company as well as a commitment

to the ethical conduct of the Company activities. In that spirit, the standards of Ethical conduct are a

statement of our belief in ethical, legal and professional behavior in all of our dealings inside and outside the

Company.

Applicability: - The standards of Ethical conduct is applicable to all members of the AMJOBZ community,

including all direct or indirect staffs or employees, Franchisees etc.,

1. Fair Dealing: - Members of the Company are expected to conduct themselves ethically, honestly and with

integrity in all dealings. This means principles of fairness, good faith and respect consistent with laws,

regulations and the Company policies govern our conduct with others both inside and outside the community.

Each situation needs to be examined in accordance with the Standards of Ethical Conduct. No unlawful

practice or a practice at odds with these standards can be justified on the basis of customary practice,

expediency, or achieving a higher purpose.

2. Individual Responsibility and Accountability: - Members of the Company are expected to exercise

responsibility appropriate to their position and delegated authorities. They are responsible to each other, the

Company and the Company’s stakeholder both for their actions and their decisions not to act. Each individual

is expected to conduct the business of the Company in accordance with the Core values and the Standards

of Ethical conduct, exercising sound judgement and serving the best interests of the institution and the

community.

3. Respect for Others: - The AMJOBZ is committed to the principle of treating each community member with

respect and dignity. The AMJOBZ prohibits discrimination and harassment and provides equal opportunities

for all members or associates and applicants regardless of race, color, national origin, religion, sex, gender

identity, physical or mental disability, medical condition, marital status, age, citizenship or status as a covered

veteran.

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4. Compliance with Applicable Laws and Regulation: - All members or associates to AMJOBZ are expected to

become familiar with the laws and regulations bearing on their areas of responsibility. Many but not all legal

requirement are embodied in Company policies. Failure to comply can have serious adverse consequences

both for individuals and for the Company, in terms of reputation, finances and the health and safety of the

community. AMJOBZ business is to be conducted in conformance with legal requirements, including

contractual commitments undertaken by individuals authorized to bind the Company to such commitments.

5. Conflicts of Interest or Commitment: - Employees or Associates of the AMJOBZ are expected to devote

primary professional allegiance to the Company and to the mission of providing the peace of mind of

publishers.

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Trade customs

Under this context, laws of concerned country will be applicable. For every contract there will be a written

contract need to followed. Its always a best practice to record terms and conditions to ensure clarity and the

intention of the parties and this should always be the starting point.

Orientation for new Hires

Employee Manual

The Executive Director is accountable for leading an effective staff team and is thereby accountable for the

development and implementation of the policies outlined in this manual. Managers are responsible for

human resource management within their own staff teams and should reference this manual to ensure

organizational consistency in the application of these practices.

The HR Director is responsible for the maintaining the procedures and systems which support human

resource management for the organization and is available to answer any questions or provide clarification

on any content of this manual.

Employment at Amjobz

Employment Equity

AMJOBZ is an equal opportunity employer and employs personnel without regard to race, ancestry, place

of origin, colour, ethnic origin, language, citizenship, creed, religion, gender, sexual orientation, age, marital

status, physical and/or mental handicap or financial ability. While remaining alert and sensitive to the issue

of fair and equitable treatment for all, [THE ORGANIZATION] has a special concern with the participation

and advancement of members of four designated groups that have traditionally been disadvantaged in

employment: women, visible minorities, aboriginal peoples and persons with disabilities.

Recruitment and Selection

All employment opportunities at AMJOBZ are posted for a minimum 10 working day period. They are posted

on AMJOBZ’s website and on the websites of affiliated organizations. Occasionally, they are posted on

employment websites or with an employment agency. Applications are encouraged from current employees

but will be screened in the same manner as applications received from outside applicants.

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Applicants are invited to submit their application, along with a current résumé, demonstrating that they meet

the minimum criteria for the position being sought. At the closing date, all applications are screened, and

candidates selected for interview are contacted.

Orientation

All new employees to AMJOBZ shall receive an orientation session which will encompass an overview of

general policies, procedures and operations. This will also provide employees, new to either a position or

AMJOBZ, an opportunity to learn the performance expectations management has with regard to the position

in question.

Employee Duties

Attached to an Offer of Employment, is a description of the job and the associated responsibilities, along

with any additional tasks possibly required. This document will be used to evaluate performance both during

the probation period and after. If an employee is unsure of its contents, they should not hesitate to ask for

clarification.

From time to time, it may be necessary to amend an employee’s job description. These amendments will

be discussed with the employee in advance however; the final decision on implementation will be made by

management.

Annual Compensation

Compensation shall be determined by the HR Director, based on budget considerations and commensurate

with the experience of the successful candidate.

Professionalism

When representing AMJOBZ, staff should dress well and behave appropriately. Employees should choose

to dress in a manner which presents a professional image to the public and is respectful of others. Excessive

use of profanity is neither professional nor respectful to co-workers and will not be tolerated.

Discipline

Discipline at AMJOBZ shall be progressive, depending on the nature of the problem. Its purpose is to identify

unsatisfactory performance and / or unacceptable behaviour. The stages may be:

i. Verbal reprimand

ii. Written reprimand

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iii. Dismissal

Some circumstances may be serious enough that all three steps are not used. Some examples of these

types of situations are theft, assault or willful neglect of duty. In all cases, documentation should be included

in the employees’ personnel file.

Hours of Work

The regular office hours for AMJOBZ are 9.30 a.m. to 5:30 p.m. Monday through Saturday inclusive

(excluding holidays), with core operational hours being 9.30 a.m. to 5:30 p.m.

Termination with Cause

An Employment Contract may be terminated by the Employer at any time and for any reason on a with cause

basis, upon the provision of one-month notice or payment of notice instead, and severance pay if applicable,

as is minimally required by the ESA, as amended from time to time.

Employer Property

Upon termination of employment for any reason, all items of any kind created or used pursuant to the

employee’s service or furnished by the Employer including but not limited to computers, reports, files,

diskettes, manuals, literature, confidential information, or other materials shall remain and be considered the

exclusive property of the Employer at all times, and shall be surrendered to the HR Director, in good

condition, promptly and without being requested to do so.

Vacation Time and Vacation Pay

Vacation will accumulate on the basis of 2 days per month to a maximum of fifteen (30) days per calendar

year and will be paid on the one month wages earned in the previous twelve (12) month period during which

vacation time is earned. Extra available leaves (if any) will be encashed before leaving for vacation.

Sick Leave

Employees will be entitled to twelve (12) days of sick leave per calendar year accumulated on the basis of

1 day per month. A maximum of twelve (12) days of sick leave may be carried forward to the next calendar

year so that an employee shall have no more than twenty (24) sick days in any one calendar year. Any

additional sick leave accumulated will be forfeit.

Maternity, Parental and Adoptive Leave

Maternity/Parental/Adoptive and other government supported Leave shall conform to the provisions of the

Employment Standards Act. The full period of the leave is granted without pay. AMJOBZ will issue a Record

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of Employment on commencement of leave which allows the employees to make claim for Employment

Insurance Benefits. When the employee returns to work, employment is guaranteed in a similar position at

the same salary level. During the full period of leave, vacation and sick leave shall continue to accumulate.

Procedures

Workflow

At AMJOBZ, we follow the workflow management technology that overcome the limits of traditional

information systems related to business process. Our motive is to achieve customer satisfaction at high

level. We use latest technology which increases and developing demand for change in people. Here we

strive to give much importance in cost reduction, flexibility and improved quality of working life. Hand-in-hand

working increases productivity and adapting to changing circumstances.

Website Management

The full operation of website maintenance and other related information is placed within the main server

from where it’s been hosted. These operations include, updating of website activity, website publishing,

content contribution, editing etc. is controlled in a manner so as to reduce the phishing or virus attacks

from other third party websites. This section is controlled under the head of IT Director who will be

responsible for any kind of updates or changes made within the website or software. Website data control

management is assessed regularly. A report on changes need to send to IT Director periodically. The

main aim is to keep safe via;

Data protection and the privacy of customer

Freedom of expression

Criminal damage

Copyright protection

Consumer protection

The objective of a website publishing process is to ensure content is created, reviewed and approved in a

controlled manner, before being made available to visitors. A typical system of this type consists of a

workflow through which content is expedited from one role to another. There are several benefits to

insisting on such an exacting system. These include:

It prevents unauthorized content being published.

It allows work to be monitored and scheduled more effectively.

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It allows publishers to anticipate the stages through which work must pass before going live.

It has the knock on effect of encouraging content contributors to produce better quality content.

Document management

The challenges that any organizations face regarding document management are mainly caused by the

Volume or mass of documentation, Variety of systems and document formats to manage, Velocity – the

speed at which data needs to be treated, analyzed and made available.

Avoid duplication and semi-duplication of a document in the Company’s various internal systems

Classifying documents and files in the proper classification structure

Document update / change

Document numbering and Titling

Document Development

Company Policies and checklist

Responsibilities and duties

o Determination of the AMJOBZ policy.

o Allocation of responsibilities and duties and issuing instructions to individuals, sufficient for implementation

of AMJOBZ policy and the maintenance of Company standards,

o Monitoring the marketing or sales standards, also by means of inspections.

o Recording and analysis of any deviations from AMJOBZ standards and ensuring corrective action

o Evaluating the transactions in order to avoid the development of undesirable trends.

o All conduct periodically a data evaluation as input to the management evaluation process according the

provisions set in the quality system.

o Promoting corporate culture for maintaining the quality service to the customers.

o Regular feedback need to be submit to AMJOBZ periodically to evaluate and take necessary actions to

improve the business. Feedback systems include closed loop principles and processes.

o Ensure that difficulties encountered in ground handling processes are solved and dealt through corrective

actions.

Operation Audits and Audit scores

The conducting and ensuring action taken from Operations Audits is highly recommended for all AMJOBZ

franchise locations.

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As a policy and business practice, AMJOBZ conducts quarterly audits on all franchise which are owned

and operated by any individual or group of individuals.

This is also a standard practice conducted with all AMJOBZ offices owned and operated by franchisees.

Under the franchise agreement, it is a corporate responsibility to provide operations support to the

franchisees. The conducting of operational audits forms part of this support in fulfilling this responsibility.

Operations audits are typically conducted by the corporate operations consultant managers who are

assigned for these purposes usually on a reginal geographic basis.

During these reviews, areas of opportunity for improvement and corrective actions are identified. It is then

the responsibility of the concerned manager, in the case of a company location to ensure that the

corrective action is complete and that the audit points are complied with.

Customer service

The objective of exceptional customer service is to exceed the expectations of every customer on every

occasion in every transaction from the moment they approach us for any product or service until they

leave.

Consumer research shows that 68% of all customers do not return for repeat business because of “an

attitude of indifference on behalf of the employee serving them”. Poor customer service can result in lost

business.

The advertising industry is highly competitive and customer have a tremendous number of choices at

different occasions, delivery systems and types of environments. While there are no guarantees,

hospitable, friendly, quick, accurate and efficient customer service is a key determinant in creating repeat

business customer loyalty.

This section of the OSM focuses on the following with respect to customer service:

Customer relations

The management of customer complaints

Service standards at various areas of the franchise

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Suggestive selling

Completing the order requirements

When a customer has a complaint, AMJOBZ recommends the customer service team member take the

following steps:

1. Begin by listening to the complaint. What exactly is the customer telling you and what precisely are they

dissatisfied about?

2. Do not interrupt and let the customer fully explain their complaint. It may be that it is easily corrected.

3. Maintain eye contact with the customer as much as possible.

4. Apologize for errors and inconveniences. Do not blame anyone for the problem; take full responsibility.

5. Answer with empathy. If you were the customer, how would you like to have the issue resolved?

6. Tell the customer that corrective action will be swiftly, the problem will be resolved as soon as possible

and, if possible, indicate what actions will be taken to resolve the problem.

7. If you require approval from a superior to resolve the issue, let the customer know this is the case.

8. Thanks the customer for bringing the complaint to your attention.

9. Repeat the apology if necessary.

As a company, we advocate that customer complaints are a way to continuously improve our business. By

being empathic to the customer, listening and taking appropriate and immediate action in resolution, it is

possible to turn a negative experience into a positive one.

Vendor outsourcing

Sales commission rates

Position Documents – Every Employee

Job description

Daily Routine checklist

Control checklist

New Customer Setup

A form is enclosed in Annexure no:1 (new customer setup form)

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Customer update

Customer details need to be recorded which enables to send them information regarding our promotions,

offers periodically. Eg. Newsletters.

Data entry

In any facility there is always the need to collect data manually. The challenge is to manage this data so

that it can be used for reporting purposes.

Interactive Forms (iForm) is a component of XL Reporter that deploys Excel forms across your network to

gather and store information to a central database.

Marketing campaigns

Marketing campaigns are the main method for both communicating with their market to reinforce their

positioning, and for customer acquisition.

Invoicing & Online payment

Genealogy Management

Franchise Management

Technology – in today’s business marketplace, it is essential that a franchisor embrace the tools and

systems available to them from a technology standpoint. With ever-increasing technological capabilities and

standards, great technology is available at a fraction of the price for most Franchisors. Franchise Marketing

Systems has an array of partners and referrals for literally every element of franchise-related technology.

Professionalism – having spent a great deal of time working with entrepreneurs and working with literally

hundreds of small business owners, we have seen our fair share of unprofessional business acumen. It is

understandable that most small business people live life on their own terms and have a great deal of pride

in what they have accomplished. The tricky element of franchising is that now the business owner will need

to be polished, professional and always have their best foot forward when dealing with franchisees.

Franchise owners do not have the personality or the conviction that most entrepreneurs do, if they see a

crack, they will assume the foundation is crumbling. As a Franchisor, we cannot overlook the “small stuff”.

Creativity – Amjobz is continually reassessing their involvement in a franchise model. It is the never ending

question of, “why am I paying for this?” As a franchisor, it is our responsibility to continually answer that

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question with new ideas, insightful business strategy and a helping hand when needed. The most effective

franchise models are ones that are not a “one trick pony”. The business is well developed, has a solid

management team, is forward-thinking and provides and unending stream of innovative and out of the box

ideas to help the franchisees improve their bottom line and make their daily lives more efficient.

Partnerships – Everyone loves a discount and a “Friend in the Business”. It is Amjobz’s responsibility to

find what needs the franchisees have on a regular basis, and then research what resources there are to

assist with those needs. This comes by way of strategic partnerships and alliances with outside vendors and

companies. If a franchise system is utilizing a large amount of printed materials, the franchisor better find a

quality printing partner for example. These partnerships and alliances are great ways to continually add

value to the franchisee’s business and will undoubtedly harbor happy and secure franchisees.

Communication – As a big powerful franchisor, it can sometimes be easy to forget about the other side of

the coin. A franchisee typically will have a much different perspective on things than the franchisor does.

Good franchise management requires looking at scenarios and situations from all angles and taking those

into account when making impactful decisions. Good Franchisors are on the phone with their franchisees

and have a relationship with them outside of the legal bindings. Never assume that a franchisee is going to

be “good to go” for the life of the term because their signature is on the agreement. Picking up the phone is

a great way to manage relationships with franchisees.

Franchise Marketing Systems provides guidance and hands-on franchise management services. With

over years’ experience working with franchisees directly and managing networks, the Franchise Marketing

Systems team provides intuitive and effective franchise management assistance.

Franchise Marketing Systems is a group of franchise marketing specialists who understand and have

experience marketing and selling business opportunities to qualified franchise or license partners.