AXIOM TELECOM
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Transcript of AXIOM TELECOM
AXIOM TELECOMAXIOM TELECOM
INTERNAL QUALITY AUDITOn
RETAIL BUSINSESS MANAGEMENT SYSTEM – Cycle 01/2007
PURPOSEPURPOSE
An independent and systematic examination of
our Retail Business System – as a tool to
measure, monitor, control and improve our
retail business operations.
The FOCUS of the AUDIT is to The FOCUS of the AUDIT is to FIND FACTS and NOT FAULTS.FIND FACTS and NOT FAULTS.
SCOPE OF AUDITSCOPE OF AUDIT
All AXIOM Retail Business Units
All Fono Retail Business Units
All One Mobile Retail Business Units
All Business Unit Supervisors
Sales Consultants / Team Leaders
Audit Schedule
Date123456789
10111213
14 AL-FALAH SHJ LULU-ROLLA SPINNEYS KING FAISAL
15
16 SPINNEYS (FINEFAIR) MEGA MALL CRYSTAL PLAZA
17
18 SPINNEYS(GHUBAIBA) FONO CC-SHJ FONO(SAHARA MALL)
192021
22 LULU HAMDAN EGM HAMDAN EGM CC (AUH) ABU DHABHI MALL MARINA MALL EGM (ELECTRA)
23
24 SPINNEYS KHALIDIYA FONO(AUH) EGM UMM AL NAHR PHONECARE (AUH) LULU SALAAM AL FALAH (AUH)
25262728 AL AIN MALL AL FALAH AL AIN LULU CENTER AL AIN
29
30 CITY CENTER (AJMAN) LULU HYPER(AJMAN)
31
PREPARE AND RELEASE REPORTS
PREPARE AND RELEASE REPORTS
PREPARE AND RELEASE REPORTS
JANUARY SCHEDULE - DATE WISE
PREPARE AND RELEASE REPORTS
PREPARE AND RELEASE REPORTS
PREPARE AND RELEASE REPORTS
PREPARE AND RELEASE REPORTS
STORES TO BE AUDITED
Audit Schedule
Date1 ONE MOBILE (RAK) FONO(RAK) PRASANTH
234 ONE MOBILE(FUJAIRAH) PRASANTH
56 ONE MOBILE(UMM AL QUWAIN) PRASANTH
78 IBN BATUTA MOE AXIOM MOE FONO NITESH/PRASANTH
910111213 SPINNEYS RAMADA SPINNEYS BJMN ONE MOBILE KARAMA UNION KARAMA NITESH/PRASANTH
1415 SPINNEYS MERCATO TOWN CENTER LULU QUSAIS UNION SAFA UNION TOWAR NITESH/PRASANTH
1617181920 GRAND CINEPLEX HYATT GALLERIA ONE MOBILE DEIRA NITESH/PRASANTH
2122 AL GHURAIR CITY SPINNEYS AL GHURAIR WTC AXIOM
2324252627 AXIOM CITY CENTER FONO CITY CENTER ONE MOBILE SONAPUR NITESH/PRASANTH
28
FEBRUARY SCHEDULE - DATE WISESTORES TO BE AUDITED
PREPARE AND RELEASE REPORTS
PREPARE AND RELEASE REPORTS
PREPARE AND RELEASE REPORTS
PREPARE AND RELEASE REPORTS
PREPARE AND RELEASE REPORTS
PREPARE AND RELEASE REPORTS
PREPARE AND RELEASE REPORTS
PREPARE AND RELEASE REPORTS
Audit Schedule
Date1 UNION RAS AL KHOR SPINNEYS USQ PHONE CARE(DXB) FONO SKY TOWER NITESH/PRASANTH
234 SPINNEYS SOUGAT FONO (DFC) FONO MUROOJ NITESH/PRASANTH
567 FONO MERDIFF SPNYS MERDIFF NITESH/PRASANTH
89
1011 AXIOM EMIRATES TRADING AXIOM EMIRATES HILLS NITESH/PRASANTH
1213 JEBEL ALI (PC) NITESH/PRASANTH
1415161718192021222324252627282930
PREPARE AND RELEASE REPORTS
PREPARE AND RELEASE REPORTS
PREPARE AND RELEASE REPORTS
PREPARE AND RELEASE REPORTS
MARCH SCHEDULE - DATE WISE- AUDIT SCHEDULESTORES TO BE AUDITED
AUDITORSAUDITORS
• Nitesh Salian – Quality Auditor• Prasanth Rajan – Quality Auditor
SINCERELY THANK ALL THE SALES SINCERELY THANK ALL THE SALES TEAM FOR THEIR SUPPORT & CO TEAM FOR THEIR SUPPORT & CO
OPERATIONOPERATION
AUDIT CHECKLIST
1 3 02 1 03 3 04 Put security tag in the product 3 05 Display the items according to the planogram 3 06 Pick up accuracy updated every day 1 01 3 02 1 03 5 04 Price changes updated in the display 5 05 Marketing analysis report updated 1 06 Marketing analysis report send to Marketing dept 3 0
1 5 0
2 5 03 1 04 Incident Reports prepared in case of discrepancy 5 0
STORE DETAILS
RETAIL STORE AUDIT - ISO - CHECKLIST
SOP / WI NO WEIGHTAGEYES / NO
SCORE % ScoreNo Check Points
0.0Daily stock counts done and recorded
Daily Checklist prepared
SOP 03
SOP 04
SOP 05
Name of the Store
Store Manager / Team leader/ Supervisor
Store tele No
Type (axiom / one mobile / Fono)
Date of Audit
Store Incharge No
Audited by
Audit cycle :
Auidtees Names
Operations Visit Report and Checklist prepared for Managers / Supervisors Store Visit
0.0
Planogram available
0.0
Demo list updated and maintained
Products displayed as per the Planogram
STO for non receipt of items prepared
Check the quantiy against STO / invoice
Post the details of stock receipt in system (STI)
AUDIT CHECKLIST1 3 02 Attendance Sheet avaiable 1 03 1 04 1 05 Individual Sales target available for all staffs 1 06 Individual Performance Tracker updated for all staffs 3 07 Staff Indution checklist available for all the new staffs 3 08 Training plan available for all the staffs 3 09 Training records available for all the staffs 5 01 3 02 Explain warranty terms and exchange policy to customers 3 03 Customer Feedback forms available 3 04 Collecting customer feedbacks in closed boxes 5 05 Database of customers captured 5 06 Daily Stores Sales Performance Tracker updated 5 07 Daily Cashier Sales Tracker updated 3 08 Manual Invoice Tracker updated 3 09 Manual Invoice tracker send to concerned depts for analysis 5 01 1 02 3 03 3 0
4Enough stocks(min 5 days stock ) available in stores that is under promotion 5 0
5 Requested the stock in case of shortage ( any communication) 3 0
1 3 02 5 0
3 5 0
SOP 10 1 5 0 0.0
Store Coverage plan available for all the staffs
SOP 09
SOP 06
SOP 08
SOP 07
Uniform avaialable for all staffs
Name Badge available for all staffs
0.0
Bundle analysis report available for all the promotions
Lost Opprtunities recorded
0.0
Products displayed as per the Planogram for promotion
0.0
All promotional materials available in the stores
Post the details of discount in the system
Approval of discount for bulk purchases from Retail Manager and Category available - if any
Price Protection - done appropriately - if any applicable
0.0
Staff Request form approved
AUDIT CHECKLIST1 5 0
2 5 03 Product Exchange Tracker updated for all the exchanges made 3 04 Product Exchange tracker send to Quality dept for analysis 5 05 Defective handset transferred to 598 location 5 06 Return Acknowldegement obtained from customer 1 01 1 02 3 03 5 04 Defective Tracker updated for all the exchanges made 3 05 Defective tracker send to Category dept for analysis 3 06 Defective handset transferred to the concerened location 5 07 Return Acknowldegement obtained from customer 3 01 3 02 3 01 1 02 1 03 3 0
WI 01 1 3 0 0.0WI 02 1 5 0 0.0WI 03 1 3 0 0.0WI 06 1 3 0 0.0WI 10 1 3 0 0.0WI 14 1 3 0 0.0
GRAND TOTAL % SCORE 0.0
Reservation of phones done in the prescribed format
Customer Communication File maintained
Daily slaes collection deposited in full
Warranty stamp made on all the warranty cards
SOP 13
SOP 12
Dead stock Report prepared
Price changes acknowldeged by the staff
SOP 15
SOP 14Store Performance Report updated
Market watch conducted
Defective Handset Exchange Policy available in the stores & followed
0.0
PC Authorization Report available for products to be exhanged
0.0
0.0
DPRF available for products to be exhanged
Defective accessories exchanged as per the policy
0.0
Stock request apporved by Store in charge
STI/STO availble for the stock transfers
DefectiveAccessories Exchange Policy available in the stores
Stock Request available for interlocation stock transfer
RETAIL STORE AUDIT- % COMPLIANCE
% Complaince Retail Audit Score
88 90 9191 93
73 7277
92
74
0
20
40
60
80
100
Jan Feb March
Channel
%
Axiom
Spinneys
One Mobile
Fono
RETAIL STORE AUDIT- % COMPLIANCE
% Complaince Retail Audit Score
88 91
73 77
90
72
9291 93
74
0102030405060708090
100
Axiom Spinneys One Mobile Fono
Channel
%
Jan
Feb
March
AXIOM STORESAXIOM STORES
Quality Audit Score- Axiom Outlets-Cycle 01/2007
94
83
95
90
86
90
8683
92
81
9694 93
70
75
80
85
90
95
100
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n C
entr
e
Pho
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ubai
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ill
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in M
all
City
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ter,
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an
Showroom
% S
core
SPINNEYS STORESSPINNEYS STORES
Quality Audit Score- Spinneys Outlets-Cycle 01/2007
91
94 9493
91 91
94
87
93
82
84
86
88
90
92
94
96
Spin
ney'
sU
mm
Suqu
eim
Spin
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Ram
ada
Spin
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sBu
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an
Spin
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Al G
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Spin
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Mer
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Spin
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Spin
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Spin
neys
King
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al
Spin
ney'
sKh
alid
iya
Adh
Showroom
% S
core
FONO STORESFONO STORES
Quality Audit Score- FONO Outlets-Cycle 01/2007
93
81 8185
88 90
6466
50556065707580859095
100
Dub
ai C
ityC
entre
Dub
ai S
kyTo
wer
Shar
jah
City
Cen
ter
Shar
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Saha
raM
all
Ras
Al
Khai
mah
Mal
l of
Emira
tes
Abu
Dha
bi
Lals
Al
Mur
ooj
Showroom
% S
core
ONE MOBILE STORESONE MOBILE STORES
Quality Audit Score- One Mobile Outlets-Cycle 01/2007
7579
72 70 69 69
76 75
86
93
74
6568 68
66 66 68
77
69
7570 70
6771
60
6570
7580
85
9095
100
Sonapur
Kara
ma
Deira
Lulu
Qusais
Unio
n K
ara
ma
Al -
Safa
Al -
Tw
ar
Ras A
l Khor
Rolla
Al-F
ala
h, S
harjah
Lulu
Hyper,
Ajm
an
Al F
ala
h, A
bu D
habi
Lulu
, S
ala
m S
treet
Lulu
, H
am
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Airport
Rd
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M C
ity C
ente
r
EG
M -
Um
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l Nahar
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M-E
lectr
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treet
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M-H
am
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treet
Al F
ala
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l Ain
Lulu
Centr
e, A
l Ain
Um
m A
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n
Ras A
l Khaim
ah
Fuja
irah
Showroom
% S
co
re
Showroom wise – Non Conformance Status
ChannelNo. of Non Conformances
No. of Observations
No. of NCs Closed
No. of NCs Open
Axiom 32 11 13 19Spinneys 13 10 8 5Fono 30 9 7 23One Mobile 150 27 73 77Total 225 57 101 124
Audits scheduled for the month of AprilAudits scheduled for the month of April
– Axiom,City Centre – Grand Cineplex – WTC Dubai – Phone Care JAFZ – Hyatt Galleria – Spinneys, Mirdiff – Spinneys, Bin Soughat– Fono, Mirdiff – Dubai Festival City
Key Observations
• The level of awareness of ISO process and compliance was found to be low in the One Mobile outlets.
• The handling of Defective handsets and accessories are not as per the company policy.
• The level of record maintenance is very poor in the One Mobile showrooms
Key Actions
• Developed a PPT for Retail SOPs and distributed to all the retail outlets as a self learning tool in order to increase the awareness
• Scheduled a Retail SOP awareness training session for One Mobile and Fono Supervisors on April
THANK YOU ALLTHANK YOU ALL