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OPERATING MANUAL

Version 1.0

Release Date 1st June, 2012

FCC Headquarters 1st Floor, Rawalpindiwala Building Opp. Dreamland Cinema Tel: 022-66082000 2, Tribhuvan Road Email: [email protected] Mumbai – 400 004 Website: fcc.pidilite.com

mailto:[email protected]

http://www.fcc.pidilite.com/

FCC Manual Version 1.0 1st June, 2012

1

Index

Sl No. Topic Page

1 Index 1 Part-A

1 Introduction, Objective & Benefits 2 2 Membership Process 3

3 Chapter Formation & Membership Fees 4

4 Office Bearers 5 5 Chapter Management Process 6

6 Aamantran 7 7 Activities for FCC Chapter 8

Part-B 1 Introduction to FCC Rewards Program 9

2 Benefits & Gifts 10-11

3 Enrollment Process 12-13 4 Adoption 14-15

5 Gift Redemption 16 6 Program Management 17

7 Dispute Management 18

8 FCC Portal 19-21 9 Rollover from Saathi 22-24


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Part-A

A.1: Introduction, Objective & Benefits

Introduction: Fevicol Champions’ Club (FCC) is a platform for Contractors of the Wood-Working Community to be recognized for their efforts and to learn new methods bringing them growth, both socially & professionally Pidilite Industries Ltd founded this platform in 2002 with as a self-sustaining module. Chapters of FCC were created all over the country, which are run by members as elected officials who are selected by the general body members. Each member contributes an annual fee which sustains their activities. This emphasis the founding principles of creating an organization of Contractors, for the Contractors, run by the Contractors. From time to time, Pidilite as the founder/promoter of FCC will contribute towards specific activities which help the community either socially or professionally. As of 2012, there are more than 300 chapters of FCC across India, with a total membership of over 35,000 Objective:

To provide a recognition platform for Contractors to come together in a structured & self sustaining manner

To encourage high ethical standards and build goodwill in their community and society

Build Bonds amongst the community through: o Skill enhancing activities o Family activities o Social Causes o Devotional activities

Benefits of being a member:

Opportunities for members & their families to enhance their personal skills that helps in their personal or professional growth

Learning opportunity via guest lecturers or workshops by leading Architects/Interior Designers on latest techniques & tools

Training for Family members (painting, knitting etc)

Events organized for interaction among members & building bonds within community

Participation in various cultural/social events

Special concessions on products from Pidilite

Furniture design books from Pidilite

Diaries/Calendars and many more complimentaries


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A.2: Membership Process Target Group: The Target Group for FCC membership is Contractors, Head-Mistry’s, Site Supervisors & Workshop Supervisors. These are contractors that lead a team of carpenters There are specific classes of contractors, which are defined based on their manpower strength:

Type Qualification

Super A-class Contractor More than 50 carpenters

A-class Contractor Between 36 & 50 carpenters

B-class Contractor Between 11 & 35 carpenters

C-class Contractor Between 6 & 10 carpenters

Head Mistry Between 1 & 5 carpenters

Supervisor Reports to SA or A-class Contractor. Manages a team for them

Application Process:

1. Create a list of potential members (Contractors, Head-Mistry’s & Supervisors) by collecting information from dealers and validating the same, targeting both Fevicol Loyal & Competition Using contractors

2. Target these specific people and invite them to become members of FCC 3. Fill out the FCC Membership Application Form for each applicant 4. Attach passport size photo of applicant (stick) 5. Attach photocopy of an ID proof (staple) 6. Chapter Linkage:

o Each applicant can be linked to an existing chapter based on his geographical & community preferences. The linkage is to ensure he is part of the larger FCC program and is able to participate in other activities & events

o In markets where there are no existing chapters, a group of applicants need to be gathered to create a new Chapter. This can be based on community groupings where necessary

7. Courier all application forms & ID-proof to FCC-HQ every Saturday

At FCC-HQ: 1. FCC-HQ will create an Online Profile of the applicant in FCC Portal with all data from the

Application Form 2. A Welcome Kit will be couriered every Friday from FCC-HQ for all applicants of previous week, to

the address selected by them on the Membership Application Form In Field: 1. If the Applicant has opted to receive the correspondence to the relevant WSS, the Adopter

should deliver the Welcome Kit personally Virtual Chapter: In select cities, we may initiate a process where all applicants from the Target Group would be registered under a Virtual Chapter, until physical chapters get formed. This is to ensure that members may start taking advantage of the Rewards Program while the formalities of physical chapter formation is in process. To know whether your city is eligible for Virtual Chapter, please check with Team Head – Loyalty Program (Mr. Vaibhav Rampuria) at [email protected]



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A.3: Chapter Formation & Membership Fees Chapter Formation:

Each chapter should have 60-120 members

In markets where caste/religious community is a strong factor, chapters can be created for that specific community

In cosmopolitan cities & towns, where communal factor is not dominant, chapters should be created based on market geographies. (E.g. Loni Road Chapter in Delhi is made up of members who are associated with Dealers located in Loni Road)

Membership Fees:

A yearly membership fee of Rs. 150/- per member is collected by the Treasurer of the Chapter from members at either the time of Chapter Formation, or when new member is inducted

Treasurer is assisted by other Office Bearers in collecting the required fee

This money is to be used for only that Chapter, jointly by the Office Bearers

Each FCC Chapter has a Fee Receipt Book, which they utilize while collecting the fees from each member

The Treasurer of the Chapter manages the money, provides regular statement of expenses to the Office Bearers, & to the General Body

Pidilite does not collect, manage, spend or monitor the spend of this membership fee Bank Account Creation:

A Joint Savings Bank Account is to be opened by 2 Office Bearers, preferably the Treasurer & President

All funds generated by the Chapter, whether through membership fees or through sponsorships will be deposited in this bank account

Payment of expenses incurred for various activities will be made from this account by cheque

New elected Office Bearers may opt to continue with the same account with due changes in authorized signatories, or may open a new account and transfer the funds to it


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A.4: Office Bearers Election of Office Bearers:

After selecting enough members for a specific chapter, a General Body Meeting should be called to elect the Office Bearers of that chapter

For the first election, 5 Office Bearers should be nominated by the Pidilite Officer, which can be ratified by the General Body

Elections are to be carried out every 2 years, where the Office Bearers can be re-nominated

Election can be conducted with a simple show of hands, after calling out the name of the nominated member

Role & Responsibility of Office Bearers:

1. President a. Preside over all the chapters’ meetings and activities b. Appoint various committees for smooth conduct of various activities of the chapter such

as attendance committee, activity committee, awards committee, c. Responsible for overall chapter functioning

2. Vice-President

a. Assist the President for smooth conduct of all meetings and chapter functioning. b. Ensure that all meetings are conducted as per schedule c. Prepare and maintain minutes of all meetings.

3. Treasurer

a. Collect annual subscription fee from chapter members b. Function as custodian of Chapter funds c. Organize annual audit of the accounts

4. Secretary

a. Induct New Members b. Initiate new activities c. Encourage maximum participation. Take suggestions & implement new ideas to improve

participation d. Monitor & execute the activity calendar e. Communicate to all members about the changes-if-any in the guidelines and to ensure

adherence to the same

5. Jt. Secretary a. Help and assist the secretary


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A.5: Chapter Management Process Each Chapter is managed by its set of Office Bearers, with support from a Pidilite Officer who is assigned to that specific Chapter Monthly Office Bearers Meeting:

Every month the Office Bearers of the Chapter are to meet for 1-2 hours

The Vice-President of the Chapter is responsible for organizing the meeting & ensuring all attend

The Pidilite Officer assigned to the Chapter will also attend to provide input & guidance

Minutes of the Meeting are to be taken by the Vice-President and maintained for review & reference

Agenda: 1. Review last month’s Minutes of the Meeting 2. Updates on points discussed in last month’s meeting 3. Update on the Activity Calendar 4. Planning for the next meet/activity 5. Review of chapter functioning 6. Review on members, discuss any new memberships since last meeting 7. Ensure functioning of FCC activities in their Chapter are in line with the guidelines set by

FCC-HQ 8. Finalize minutes and circulate amongst Office Bearers & Pidilite Officer

General Body Meeting:

Once every Six months, a General Body Meeting is called wherein all members are invited

Office Bearers are to inform all members about the location, date & time of the Meeting

Agenda: 1. Update on Activity Calendar 2. Discuss & take views on the plan drawn up for next activity/meet by Office Bearers 3. Treasurer provides:

a) Statement of Expenses & Bank Balance b) Status on Membership Fee collection

4. Introduction of new members joining since last General Body Meeting 5. Pass new resolution – if any

Active Status of Chapters: A Fevicol Champions’ Club Chapter is considered active if it:

1. Conducts Office Bearer’s Meeting every month 2. One Activity/Meet every quarter 3. General Body Meeting every 6 months

Only Active Chapters can avail additional benefits that Pidilite offers FCC Chapters from time to time


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A.6: Aamantran Aamantran is an effort by Pidilite to connect more intimately with Fevicol Champions’ Club Chapters from across the country. As the name suggests, Aamantran is an invitation by Pidilite to Office Bearers of specific Chapters to attend Interactive Sessions with Senior Personnel from Pidilite at either the Corporate Head Office in Mumbai or at the Regional Offices Objective:

Interactive Session hosted by Pidilite for Office Bearers of active chapters

Opportunity to meet with Senior Personnel of Pidilite

Opportunity for Pidilite to meet with Office Bearers & take their inputs/suggestions/views to improve product offerings and improve functioning of Fevicol Champion’s Club

Head-Office Aamantran:

On a rotational basis, Office Bearers of Active Chapters are invited to Mumbai for a 2 Day Session

Pidilite bears the cost of travel, lodging & food for invited Office Bearers o Office Bearers have the opportunity to visit the Pidilite Head-Office o Interact with Senior Personnel of Pidilite o Learn about new products and get hands-on exposure with in-depth trials led by

Product Specialists o Interact with the Publications Team on future Fevicol Design Ideas & give valuable

inputs o Opportunity to meet with Office Bearers from other locations. Share views & ideas with

each other o Informal Programs including Lunch & Dinner at Pidilite HO

Regional Aamantran:

On a rotational basis, Office Bearers of NEW Chapters are invited to the Regional Offices of Pidilite for a 1 Day session

Pidilite bears the cost of travel & food for invited Office Bearers o Office Bearers have the opportunity to interact with Senior Personnel of Pidilite o Learn about new products and get hands-on exposure with in-depth trials led by

Product Specialists o Interact with the Publications Team on future Fevicol Design Ideas & give valuable

inputs o Opportunity to meet with Office Bearers from other locations. Share views & ideas with

each other


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A.7: Activities for FCC Chapters Since 2002, we have developed various Activity Modules for Fevicol Champions’ Club to operate. These are classified under three heads:

1. Training Activities 2. Charity Activities 3. Bonding / Relationship Activities

For each activity, a module note would be created & circulated by FCC-Headquarters giving clear information on how to execute, responsibilities of each person involved, costs, how it is to be borne and how the program should be evaluated for success. Few examples of such activities are listed below: 1. Training Activities:

a. Architect Drawings Workshop b. Product Training Workshop

2. Charity Activities: a. Blood Donation Drive b. Tree Plantation Drive c. Shiksha Samman Program d. Shram Daan Diwas (FCC Day)

3. Bonding / Relationship Activities: a. Republic Day celebration b. Holi Milan c. Independence Day celebrations d. Picnics e. Vishwakarma Puja celebration

These are just a few examples of activities that can be organized for FCC Chapters. In addition, Pidilite conducts FCC MELA’s wherein under one roof, members can avail multiple benefits. Furniture Books are sold at discount, product demonstrations are carried out, product discount coupons are distributed to members, and an audio visual brief on FCC is carried out. Aspiring member can also apply for membership at these mela’s.


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PART – B

B.1: Introduction to FCC Rewards Program The Fevicol Champions’ Club Rewards Program (FCC-Rewards) has been created with the objective to Generate Loyalty amongst end-users towards Fevicol branded products by encouraging them to become FCC members and in turn have the opportunity to earn points for Fevicol consumption. The Target Audience for FCC & the loyalty program in particular are Brand Decision Makers i.e. Contractors, Head-Mistry’s & Supervisor’s. These are the people who decide which brand to buy and hence are our target. Carpenters working for this target audience should be avoided. Carpenters working independently can be considered but we should not go out our way to register them. On becoming a member, the contractor would be given a passbook in which he may collect the points stickers that will be in each Fevicol pack (SH, Marine, Speedx – 2 to 50kg) and avail gifts by redeeming these points. The points would be of no meaning to non-members as membership for this program is BY INVITATION ONLY. Members then have the opportunity to earn Bonus Points based on the Membership Tier that they achieve. This allows bigger contractors to earn more points. These Silver, Gold & Platinum Members would have to achieve a certain level of points every year to maintain their Tier and earn Bonus Points To manage this program better, we are now putting in place a Fevicol Champions’ Club Headquarter (FCC-HQ) which will serve as a nerve center for the entire program. We also have a FCC Web Portal where each member would have an Online Profile which would capture all relevant details of that member. The Portal can also be accessed for any information on the program, gifts etc. The Enrollment Process is now better defined, wherein a Membership Application Form is filled out and sent with relevant details to FCC-HQ after which the ID Card, passbook and other items are couriered to the member as a Welcome Kit. We would be introducing a Chapter Adoption Process along with a Member Adoption Process for TSI/MDI/PI’s to better manage this in the field. The process of getting Points Updates has now been centralized wherein FCC-HQ would make bi-weekly outbound calls to each member across India to gather their current points level. This information would then get flashed to each Adopter, making his job more targeted Lastly, this program is now WITHOUT AN END DATE. We aim to run this for years to come, to allow contractors to collect more points and earn better rewards, without any time constraints. This FCC Manual will address all points regarding FCC in general & the Rewards Program in particular. It

should be referred to for all queries. Periodically we will issue updated versions of the FCC Manual

incorporating incremental improvements in the program.

For any further queries, you may contact Mr. Vaibhav Rampuria, Team Head – Loyalty Program at

[email protected] or at 022-28357903.



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B.2: Benefits & Gifts

The FCC-Rewards program has multiple benefits which are over & above gifts that the member may redeem

A. Welcome Kit –On processing a membership application a Welcome Kit is dispatched to the member. The kit contains:

I. FCC Brochure II. FCC Identity Card with photo

III. FCC Badge IV. FCC Passbook (where applicable)

If the applicant is rolling over points from Saathi, & falls in any of the Tier Levels, he will receive a customized ID card stating the Tier he belongs to

B. Appreciation Kit – On achieving 150 Points, a member is sent an appreciation kit containing: I. Product Discount Coupons

II. Latest Fevicol Design Ideas Book – (One book) No Requests needs to be logged for this. This is an Auto Dispatch. This is a hidden delight for the member. It is NOT to be communicated to him

C. Membership Tiers -The FCC-Rewards Program has 4 Tiers. Each Tier has its own set of benefits:

Membership Level Benefits Bonus Points

Bronze Level @ Entry Point into Program

Members start out in the Rewards Program in Bronze Level

No Bonus Points

Silver Level @ 300 Points

Silver Level Customized ID Card

10% Bonus Points at time of redemption

Framed FCC Silver Level Certificate

One Mistree'ji Cutter Blade

Latest Fevicol Design Ideas Book (two issues in a year)

Gold Level @ 600 Points

Gold Level Customized ID Card


Framed FCC Gold Level Certificate

Product Discount Coupons

Customized Visiting Cards (pack of 100)

Platinum Level @ 1000 Points

Platinum Level Customized ID Card


Framed FCC Platinum Level Certificate

Product Discount Coupons

Customized Visiting Cards (pack of 200)


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D. Maintaining Membership Tiers

I. A Member has to remain active in the program to maintain his Membership Level by collecting a minimum number of points every calendar year, after his level has been achieved

II. If the member has not been able to maintain his level, he gets dropped to the level as per the maintenance level he has been able to achieve

Membership Levels

Level To Achieve Level To Maintain

Level

Silver 300pts 150pts/ year

Gold 600pts 300pts/year

Platinum 1000pts 500pts/year

Bonus Points Calculation Example:

Mr. Sharma has collected 350 points since he enrolled into the program

During the fortnightly call from FCC-HQ, his points collection has been documented for that period. Upon crossing 300pts, he is now eligible for Silver Level Benefits

FCC-HQ dispatches his Silver Level Package to the address he had mentioned in his Membership Application Form where he would prefer all gifts/communications to be delivered

Mr. Sharma wants to redeem a gift at 200points and his Adopter sends his passbook & Redemption Request to FCC-HQ

FCC-HQ carries forward 100pts (300-200) from his previous passbook into his new one, and affixes additional 20pts as he is eligible for 10% Bonus of redeemed points. His new passbook now carries 120 points

Gifts: Gifts Catalog is printed inside the passbooks issued in the market. Please refer to it for more details


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B.3: Enrollment Process Who to Enroll:

The FCC- Rewards Program is designed for Contractors, Head-Mistry’s, Site Supervisors & Workshop Supervisors who have a team of carpenters working for them

In exceptional cases you may consider an independent carpenter where enrollment is becoming necessary. However we should not target independent carpenters for enrolment

It is meant for the person who decides which brand to buy, the Decision Maker Who NOT to Enroll:

Carpenters working under a Contractor, Head-Mistry or a Supervisor should NOT be enrolled How to Enroll: FCC Enrollment can be done only locally in a targeted manner, into an existing Chapter, or by creating a new Chapter

In Field: 1. Create a list of potential members (Contractors, Head-Mistry’s & Supervisors)

by collecting information from dealers and validating the same, targeting both Fevicol Loyal & Competition Using contractors

2. Target these specific people and invite them to become members of FCC 3. Fill out the FCC Membership Application Form for each applicant

a. In the application form, the primary dealer of the contractor is to be mentioned b. If the Dealer is of the current Adopters territory, Adopter should re-enter his own

information in the Adoption Info section c. If the Dealer is NOT of the current Adopters territory, Current Adopter leave Adoption

Info section blank, and submit this form to BM/ASM d. BM/ASM should re-direct these forms to the TSI/MDI who connects with that specific

Primary Dealer e. The TSI/MDI who receives such forms, should validate the Dealer Info, then fill in his

own details in the Adoption Info section 4. Attach passport size photo of applicant (stick) 5. Attach photocopy of an ID proof (staple) 6. Chapter Linkage:

a. Each applicant can be linked to an existing chapter based on his geographical & community preferences. The linkage is to ensure he is part of the larger FCC program and is able to participate in other activities & events

b. In markets where there are no existing chapters, a group of applicants need to be gathered to create a new Chapter. This can be based on community groupings where necessary

c. You may also create a list of Potential Chapter Names (based on market areas) which can be referred to while completing Registration, and if the Contractor agrees, he can be mapped to that Chapter

7. Courier all application forms & ID-proof to FCC-HQ every Saturday (This ensures a steady flow at HQ and processing time is minimized)


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Virtual Chapter: In select cities, we may initiate a process where all applicants from the Target Group would be registered under a Virtual Chapter, until physical chapters get formed. This is to ensure that members may start taking advantage of the Rewards Program while the formalities of physical chapter formation is in process. To know whether your city is eligible for Virtual Chapter, please check with Team Head – Loyalty Program (Mr. Vaibhav Rampuria) at [email protected]

At FCC-HQ: 1. FCC-HQ will create an Online Profile of the applicant in FCC Portal with all data from the

Application Form 2. A Welcome Kit will be couriered every Friday from FCC-HQ for all applicants of previous week, to

the address selected by them on the Membership Application Form In Field: 1. If the Applicant has opted to receive the correspondence to the relevant WSS, the Adopter

should deliver the Welcome Kit personally



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B.4: Adoption

WHY to Adopt?

Contractors, Head-Mistry’s & Supervisors are key Brand Decision Makers

We need to connect with this decision maker group and ensure loyalty to our brand Contractor Adoption:

Adopting contractors is similar to adopting dealers, who form part of your PJP

You will adopt a set of contractors, whom you will meet with face-to-face, speak to on phone, & ensure they become loyal Fevicol users, similar to our drive to ensure Exclusive Dealers

The effort is to increase focus on End-User and generate PULL for our products WHICH contractors should you adopt?

TSI’s should adopt B&C-class contractors, Head-Mistry’s purchasing from dealers in his territory

PI’s should adopt those contractors that are registered in ISS, Site Supervisors that are enrolled in the program & Workshop Supervisors.

MDI’s should adopt those B&C-class contractors that purchase from his adopted LCD outlets

HOW MANY Contractors to adopt?

TSI to adopt 100 to 200 contractors each & MDI/PI to adopt 200 to 300 contractors each Chapter Adoption:

Each FCC chapter would be adopted by a TSI/MDI/PI to manage the chapter’s overall working

For the Office Bearer’s of that Chapter, the Adopter will be their First Point of Contact to Pidilite

Adopter would attend the chapter’s Monthly Office Bearer’s Meeting

Adopter will share with the Office Bearer’s the chapter’s performance on FCC-Rewards Points and highlight members who are not growing on points (data received from FCC-HQ)

Which Chapters to Adopt?

TSI/MDI/PI would adopt those chapters where his Adopted Contractors represent the majority

There would be an overlap wherein a TSI Adopted Chapter will also have certain members who are adopted by a MDI

The TSI/MDI/PI who is the Chapter Adopter would have the overall ownership of that Chapter, but individual contractor level, there may be multiple people responsible

While the Chapter Adopter must attend the Office Bearers Meeting, other sales staff who have adopted contractors from that chapter, may also attend on need basis

How Many Chapters to Adopt?

TSI & PI to adopt 2 Chapters & MDI to adopt 5 Chapters Frequency of Connect:

TSI/PI should connect face-to-face with 50 members/ month. MDI – 100 members/month

Attend Office Bearer’s Monthly Meeting, of the chapters adopted

Connect with members during SGA’s, FCC Mela’s etc

Meet ALL members adopted, Once a Quarter


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RFCCI: RFCCI would be responsible for overall guidance to TSI/PI/MDI on how to manage Chapter Activities, for the ones that they have adopted. RFCCI will also oversee all FCC Programs like FCC Mela, Branch/HO Aamantran, Training Programs etc) RFCCI’s key role would be in Chapter Creation & maintaining Active Status of each chapter in his region. RFCCI will not adopt individual chapters. BM/ASM: BM/ASM has overall responsibility of ensuring the entire Fevicol Champions’ Club Program is executed as per Manual. He has to ensure that each Adopter in his cluster is performing his responsibilities appropriately. BM/ASM is also responsible for conducting Branch Aamantran’s BM/ASM should personally connect with the Platinum Tier Members on a regular basis. RPI: RPI should monitor his PI’s daily on FCC working, ensuring adequate connect is established by them, that the Chapters adopted by them are Active and the adopted members are growing in Points Collection RMDM: RMDM should monitor all MDI’s working on FCC, ensuring adequate connect & progress for FCC. In addition, RFCCI may ask for RMDM to assist in difficult cases of Chapter Formation. RMDM will also drive FCC activities like Mela, Training Programs etc. RMDM will ensure Branch Aamantran’s are conducted as per schedule in all branches in his Region. He may attend as many as possible


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B.5: GIFTS REDEMPTION Based on the points collected, contractor can register a redemption request for any gift of his choice (check passbook for gift details)

o E.g. if Contractor has 1,000 points: o he can redeem 400 for a gift & keep the rest o He can redeem all 1000 on one gift OR He can redeem two 500 point level gifts etc..

GIFT WILL BE DELIVERED 30 DAYS FROM DAY MEMBER SUBMITTED HIS PASSBOOK TO HIS ADOPTER

Register Redemption Request:

1. Contractor to call his Adopter (number given in Passbook) and arrange to meet him 2. Adopter would collect contractor’s passbook 3. Adopter would fill in the Passbook Receipt Form (last 2 pages of passbook) with required detail

& sign it himself 4. Adopter would give one copy of the Receipt Form to the Contractor as a receipt of the passbook

submitted 5. Every Saturday

a. Adopter would enter all info of the passbooks collected in FCC Portal in ‘Redemption Request’ page

b. Adopter would then courier all collected passbooks to FCC-HQ c. This should be done religiously EVERY SATURDAY, whether it is ONE passbook or 50

Redemption Processing at FCC-HQ:

1. On receiving the intimation via FCC Portal, FCC-HQ will ready the gifts for dispatch 2. On receiving the passbook, FCC-HQ would validate the points. Online Profile will be updated

with information that Request Received. Auto SMS will be sent to member & Adopter 3. FCC-HQ would then dispatch the gift and the new passbook. The new passbook would have

relevant details already entered 4. If the FCC Member is a Tier Level Member, appropriate Bonus Points would be added in his new

passbook before dispatching 5. The gift would be dispatched to the address nominated by the member in the Membership

Application Form for receiving gifts & correspondence

Part-Redemption of Points: 1. A Member may want to redeem part of the total points he may have collected. E.g. member will

4,000 points wants to redeem 2,500 points 2. Member would hand over the passbook to his Adopter, and record the total points &

redemption gift level in the Receipt 3. Adopter would courier the passbook to FCC-HQ 4. FCC-HQ would affix stickers into new passbook as per balance points being carried forward

(4,000-2,500 = 1,500 points carried forward)

FIELD PERSONNEL TO CLAIM THE COURIER COSTS IN THEIR MONTHLY EXPENSE STATEMENT


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B.6: Program Management Fevicol Champions’ Club will be managed in 2 parts:

1. FCC-Operations a. Chapter Management b. Training Programs for members c. Charitable activities by chapters d. Relationship activities within chapter e. Aamantran’s

The FCC Operations will be managed by Section Head – Loyalty Program (Neeraj Shukla) at HO assisted by RFCCI’s in field

2. FCC-Rewards a. The FCC-Rewards Program will be managed out of a new Headquarters located in

Mumbai with a dedicated Program Manager & a Operations Supervisor b. The back-end of the program (gift dispatching) will be handled out of a new warehouse

with a dedicated team which reports to the Program Manager based at FCC-HQ. Team Head – Loyalty Program (Vaibhav Rampuria) will oversee the Rewards program from Pidilite HO FCC-HQ - Role & Responsibility:

1. Application Processing: a. All Membership Application Forms filled out in the field are to be sent to FCC-HQ b. They will process the data and create an Online Profile of the applicant in the FCC Portal

2. Welcome Kit Dispatch:

a. After the Online Profile is created, a Welcome Kit containing the members ID Card, Passbook, Badge & Brochures will be couriered out by FCC-HQ’s to the address selected by the applicant to receive his correspondence

3. Outbound Calls for Points Updates: a. FCC-HQ will make fortnightly outbound calls to each member to collect their current

points level information b. This information is then fed into the member’s Online Profile

4. Inbound Call Management:

a. Each member is given his Adopter’s contact information (in Passbook). Adopter would be the members 1st point of contact

b. Member may also call FCC-HQ for any disputes or issues he may be facing c. Member may also call FCC-HQ for redemption of points or for any information on the

program d. All such calls are entered into the members Online Profile and would be flashed in the

Adopter’s Dashboard in the FCC Portal

5. Gift Redemption Management: a. On receiving intimation of redemption via FCC Portal from Adopter, FCC-HQ would only

ready the gift for dispatch b. On receiving the passbook, FCC-HQ will validate points, and dispatch the gift to the

address indicated by member for receiving gifts/correspondence


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B.7: DISPUTE MANAGEMENT

What is a Dispute Call?

From time to time there might be issues for which the contractor may call FCC-HQ. Each call generates a ticket # & relevant information is recorded. Calls which require on ground resolution are marked as a Dispute Call and forwarded to Adopter

What is the resolution process?

Each Dispute Call gets registered in the FCC Portal under the Contractor’s Profile

It also gets flashed in the Adopter’s Dashboard for follow up and resolution

An SMS also gets triggered to the Adopter informing him that a Dispute has been registered and a brief synopsis of the dispute

Adopter should then try and resolve the issue with the Contractor

If effectively resolved, Adopter to update the Dispute Call in FCC Portal and close the call

Adopter may also escalate the issue to the BM/ASM. The Dispute would then get registered in the BM/ASM’s Portal Login for follow up and resolution

BM/ASM to resolve and then enter the details of resolution in FCC Portal and close the call Escalation Process:

In 3 days, If the Dispute is not resolved & closed in FCC Portal by Adopter, it would get escalated to BM/ASM, triggering an SMS to him & in his Portal login

In 5 days, if the Dispute is not resolved & closed, it would get escalated to ZSM

In 7 days if the Dispute is not resolved & closed, it would get escalated to Team Head – Loyalty Program at Pidilite HO


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B.8: FCC Portal Objective: FCC Portal is created as a single window management of the FCC program in general and the FCC-Rewards Program in particular. All information on the program & members would be visible in a simple to use web portal. Open Information:

1. About FCC a. History b. Objective c. Membership Criteria, Process & Benefits d. Office Bearers Role & Responsibilities e. Chapter Activities (Bulletin) – Ticker / Blog type from Chapter Activity Report f. About us – Short Description of FCC followed by Short Description of Pidilite with link to

Pidilite site followed by short description of Fevicol with link to site

2. Rewards Program a. Objective b. Eligibility & Process c. Benefits (Redeemable Gifts, Membership Tiers, Chapter Benefits)

Log in Process:

On first visit to fcc.pidilite.com you will find a link stating “Click to Register”

On clicking, it will ask for your email address. Please enter your @pidilite.in address

Upon verification with employee database, an auto generated password will be emailed to you

Use your Email address as username and the given password to log in

System will ask you to change password on your first log in Password Protection Information: (each level (TSI/BM etc to have access rights based on area of responsibility)

1. Members Details (from Member Master) a) Pidilite Field Personnel can access portal and based on Members Mobile Number, pull up all

information related to: i. Enrollment form details

ii. Linkages to dealers, adopters, chapter, WSS iii. Current Points Level iv. Membership Tier Level v. Gifts redeemed history

vi. Call History – Inbound/Outbound call history with details (date, time, points, issues) vii. Passbook details (Serial #, Number of Passbooks issued)

http://www.fcc.pidilite.com/


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2. Chapter Details (from Chapter Master)

a) Specific Chapter info can be searched based on Chapter Name (from Master) i. Number of members

ii. Listing of all members in that chapter grouped by level (click thru into individual Members Details)

iii. Community details iv. Current and Past Office Bearers Names v. Total points of the chapter (month on month details) with historical trend

b) Chapter Adopter’s Name

3. Request Redemption a) After collecting the passbook from an individual requesting a gift, the adopter would key in

the request online as advance intimation. Passbook would then be couriered to FCC-HQ

4. Gift Tracking a) Adopter, his supervisor & WSS can track gift status under each members profile page b) They would also have a summary page wherein they can track it based on their area i.e. a

WSS can get a status on all gifts that are sent to him, similarly for a TSI/MDI for their adopted members

c) AWB # of each dispatch would also be visible in Portal

5. Change Request a) Adopter may initiate a Change Request for member or chapter master details which would

come to FCC-HQ b) BM/ASM/RMDM may also initiate the above. in addition, they may initiate change of

adopter c) FCC-HQ would study the change request for accuracy (basic level) and accept the change

into master database. If further information is required, it would be sent back to initiator d) Initiator & adopter would get intimation (in portal & auto SMS) stating whether Change

Request has been accepted or not

6. Dispute Management a) Adopter can log a Dispute regarding non-receipt of gift, passbook, change requests not

implemented etc on the portal which would get routed to appropriate person based on topic selected

b) WSS can also do the same for issues that he is involved in, ie. Gifts/passbooks c) Call Center personnel at FCC-HQ may also enter the dispute based on contractor’s call or

information received during fortnightly outbound calls d) Disputes need to be categorized in specific categories like pass book not received, gift not

received, sticker not found, gift in damage conditions etc e) Adopter should update the dispute record after meeting with the member f) If it requires to be escalated to his supervisor, he may do so in system g) Closure of the dispute to be provided by Adopter or the BM or FCC HQ along with

comments, depending on where the responsibility lies


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7. Contact Report

a) Adopter will input information on all members he has met on a DAILY BASIS with specific info (# of sites, consumption, brand etc)

b) Exception Report of members will be flashed to Adopter for specific follow up

8. Minutes of Monthly OB Meeting a) Adopter would enter information on points discussed during Monthly OB Meeting

9. Chapter Activity Report a) Adopter would update in system on any activity that may have been conducted in the FCC,

attaching pictures also. (10 max pictures)

10. Dashboard of Adopter On logging in, Adopter will view his personal DASHBOARD which will show the following (can be drilled):

a) Change Request Summary Click-able (Total / Open / Accepted / Rejected) b) Summary of Exception Members c) Gift Summary (# of gifts requested, # of gifts dispatched) d) Disputes Summary (Total, Pending, Closed) e) Chapter Summary (Total Points of Chapter, Relative Ranking)

11. Reports a) Adopter & each Supervisor Level would have access to reports relevant to his geography

i. Chapter Level (to be shared with office bearers during monthly meetings) a. Summary sheet showing relative ranking (cluster, zone, national) b. Exception reports c. All members points status would not be shared with office bearers d. Summary of gifts redeemed by members (grouped by chapter)

ii. Adopter level a. Report for adopters showing health of chapter adopted by him b. Exception report showing where to focus, to generate more sales pull c. Summary of gifts redeemed by members (grouped by WSS) d. Points status of all his adopted members, grouped by chapter (TSI/PI/MDI

may have member adoption beyond just the chapter they have adopted i.e. cross linkages)


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B.9: Rollover from Saathi Offer In certain clusters, Saathi Offer has been running from 1st April, 2011 till 31st December, 2011, which was later extended till 30th June, 2012. We offer a unique opportunity to Saathi Offer members, to rollover their Saathi points, into the FCC-Rewards Program Key Points:

FCC membership by Invitation Only, for the following Target Group(TG) - Contractors, Head-Mistry’s & Supervisors

FCC-R is open only to specific FCC Members (current FCC members who are not part of TG are not eligible)

Saathi Offer members, who fulfill the TG requirement, can be invited to become members of an FCC Chapter in their area. In areas where there is no FCC Chapter, one can be created by with people you have invited

Steps to be followed:

1. Shortlist Saathi Offer registered TARGET GROUP (CONTROL SHEET given from HO) 2. Invite them to become members of an FCC Chapter in their area

a. In areas without a chapter, one can be created with this shortlist of Target Group 3. Fill out their Membership Application Form with all relevant details

a. Collect all Saathi passbooks from the applicant b. Count points he has collected in the Saathi passbooks c. In the Saathi Rollover Form, record the number of points he currently has in Saathi Offer

that have to be rolled over d. With permanent marker, write members name & mobile number clearly on the cover

page of EACH Saathi passbook e. Staple all passbooks with application form

4. Fill out the Redemption Form of Saathi Passbook with following & handover as a receipt to applicant:

a. Total number of points submitted for rollover b. Number of passbooks submitted c. Name & Phone number of TSI/MDI/PI accepting his passbooks

5. Maintain a photocopy of each application form with you, in case of loss of package in transit 6. Submit the forms, ID Proof & Saathi passbooks to FCC-HQ (refer Registration Process) 7. FCC-HQ will:

a. process the forms b. match the records with Saathi Database c. create online profile in FCC Portal d. Dispatch the Welcome Kit as per address selected in Membership Application Form e. New passbook dispatched will have special FCC-HQ stickers showing the carry forward

points Non Target Group Saathi members:

In Saathi Offer, carpenters were also given passbooks to collect points

They are not entitled to become FCC members.

They may redeem their Saathi points for gifts as per their entitlement & close their account


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What about Saathi members who earlier redeemed gifts? 1. Rollover Points + Previously Redeemed Points = Tier

a. E.g. Ramlal had 1,200 points of which he redeemed 1,000 points in April. He now has 200 points.

b. He will be registered in FCC-Rewards as a Platinum member, and 200 points would be carried forward into his new passbook

c. He can start collecting FCC points and get all benefits mentioned in ch.B2 applicable for his tier

d. To maintain his tier, he has to continue earning points as per maintenance requirements given in Ch. B2

What if a member wants to redeem & rollover at same time? While filling out the form, a member may state that he would like to redeem points for a gift AND carry forward the balance to FCC-Rewards

1. Follow steps mentioned on Page 22 2. In addition, Mention on Saathi Rollover Form:

a. Gift requested & at how many points b. Number of points balance to be carried forward

3. In addition, in the receipt being handed over to contractor mention the same details 4. At FCC-HQ:

a. Process application and classify member as per tier applicable b. Follow Gift Redemption Process as detailed in Ch.B5

What if a Contractor says he has Saathi Points but never received a Saathi passbook? We will accept his Saathi Points for rollover to FCC-Rewards, PROVIDED you have verified that he is a contractor and not a carpenter

1. Follow same process as given earlier for registration 2. In place of stapling his Saathi passbooks, collect his points in any manner he may have kept

them, and ensure they are stapled with the FCC Membership Application Form

What if Contractor had asked for a Saathi gift, but now doesn’t want to accept it & instead wants to rollover those points to FCC-Rewards?

1. The contractor should accept the gift, as it has already been dispatched/delivered to WSS 2. His balance points can be rolled over


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Collecting Points during Transition:

An applicant can continue collecting points while his membership application is being processed at FCC-HQ

For this, you may hand over Interim Point Collection form to the contractor, that your Manager has handed over to you

After receiving the new FCC Passbooks, member can staple these Temporary Sheets in it Registration Drive: In markets with a high number of Saathi members, it is imperative to have the transition done quickly AND smoothly. Each of you will be given a CONTROL SHEET, detailing the Saathi members you need to target FIRST. After this list, you may expand registration to others, who may not be currently in Saathi. CONTROL SHEET = Your current adopted Saathi members, sorted based on Current Lifetime Points For this, you may connect with the Saathi members in following manner:

1. 1-on-1 Meeting: a. Connect with the key Saathi members on phone, and arrange to meet them 1-on-1 and

fill out their form b. All Platinum eligible members (>1,000 Saathi Points) should be met personally 1-on-1

2. FCC Registration Camp: a. Set up a stall/table in your key markets, with appropriate FCC Banner, for the entire day

(during the Market Development Day in your PJP) b. Repeat this every week for 2 months c. An IMR (Interim Marketing Representative) can assist you with the setup, however form

filling CANNOT be done by IMR. Only TSI/MDI/PI may fill form d. Ensure you have called/SMS’d and invited the members from your CONTROL SHEET to

meet you at your registration desk, along with the required document+photo e. You may also get people walking up to you for registration, & inquiring about the

program f. ONLY after VALIDATING that they are CONTRACTORS, explain to them the requirements

for registration. They can connect with you with the required documents to register

3. FCC Mela: a. Setup an FCC Mela as per Module circulated by HO b. Invite your adopted Saathi members from CONTROL SHEET to the mela. Inform them to

carry required documents c. Setup Registration Desks at FCC Mela, each manned by a TSI/MDI/PI d. RFCCI & IMR may assist during Mela but CANNOT fill forms. Forms can only be filled by a

TSI/MDI/PI

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