Process Documenta2zwms.com/HRDESK/Admin/Process_Manual_ETSGT_v01_1.pdf · 2016-06-30 · Document...

Document Name Initiated By Approver 1 Approver 2 Version Number

MGS Process Sr. Manager – MGS COO – Magic Genie Services President – Quality MG-PD- MGS -v01.0

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Process

Document

Magic Genie Home Care

Solutions

Sr.# Changes Details Approver 1 Approver 2 Date Ver. No.

1. Initial draft Process Document

COO – Magic Genie Services

President - Quality 10-Jun-16 V00.1

2. Changes in v00.1 draft

Minor Errors Corrected



3. First Release Final Changes in Draft





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Contents:

1. Introduction

2. Quality Policy

3. Scope, Purpose & Objectives

4. Business development

5. Customer Enquiry Process

6. Marketing sales Process

7. Operations Process

8. Training Process

9. Complaints Handling Process

10. Customer Satisfaction Process

11. Measures & Records

12. Abbreviations



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1. Introduction

Magic Genie Home Care Services

We began as a modest Facilities Management Company, and are now a

major player in the domain of engineering services, transmission line

businesses, and infrastructure and waste management projects. Way back

in 2008, our Facilities Management vertical was separated from the rest of

the company, under the name of A2Z Infraservices, as a strategic move to

help grow the business in the Indian market. After an experience of eight

years, we grew in size and scale and transformed into a public limited

company in March 2010. In due course of time, through a process of

merging and acquiring, the company is now valued at a Rs. 280 Crores

turnover, and has a workforce of over 20,000 employees, over 350 happy

clients and is spread over approximately 900 sites. In 2016, keeping in

mind the innovations in technology and growing pressures on work-life

balance, we have brought to you, Magic Genie Services Ltd. – a single point

professional service provider for all your establishment upkeep and facility

management service needs.



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2. Quality Policy:

Quality Policy We in Magic Genie Services Ltd.

are committed to achieve customer delight through Continual improvement of our

Quality Management System,

Seamless Operations,

Safe Work Practices,

Conservation of Environment,

Continuous Learning and Innovation.

Amit Mittal Managing Director



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3. Scope, Purpose and Objectives:

Scope:

Deep Cleaning, Pest Control, Reverse Osmosis (RO), AC Servicing, Electrical

Services, Plumber Services, Carpenter Services, Painter Services,

Carpet/Sofa Shampooing, Honing and Polishing.

Purpose:

Creating a healthier, hygienic and sanitized environment for society and

households. Founded on the principles of reliability, quality workmanship

and accessibility, and after having worked with India’s largest Public Sector

Units, corporate and government departments, we are here to extend the

same level of expertise and experience to your household.

Objective:

1. > 4.5 out of 6 CSAT

2. < 5 % of Total Service Complaints

3. > 5 New Client Addition / Location / Site



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5. Development Business

Activity Responsibility Timeline Records/ Control

points

Strategy Team

Strategy Team /Marketing

Team / Ops Team

Marketing Team

Marketing Team

Sales Team

End of Process

Process

Implement Strategy

Plan Strategy

Make Sales Plan

Implement Sales Plan

Marketing Strategy As and when

As and When

As and when

As and When As and when

As and When As and when

As and When

As and when

As and When

Strategy.PPT

and when

As and When Plan .PPT

As and When

Sales Plan.XLS

and when

As and When

Execute.Plan.XL

S and when

As and When

Sales Plan.XLS

and when

As and When

Customer Enquiry

Process

As Defined in

the Customer

Enquiry

Process

As Defined in

the Customer

Enquiry

Process

As Defined in

the Customer

Enquiry

Process



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4. Customer Enquiry Process

Is this a New

Customer/

Repeat

Customer?

Call from Customer

Answer the Call

Take all Details of Customer

Pitch for Extra Services too.

Which customer can think of

taking?


points

As and

when

Within 10

seconds of the

call

New

While on the

call

Customer

Details

CRM Executive

Prospective /

Existing Customer

A

Customer

Details

Customer

Details CRM Executive

CRM Executive

CRM Executive

While on the

call

While on the

call

While on the

call

Take Requirements

CRM Executive 1.CRM.XLS

2.Admin Panel

1.CRM.XLS

2.Admin

Panel

1.CRM.XLS

2.Admin Panel

Repeat



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4. Customer Enquiry Process ( Contd.)

Take Final Service orders from the

customer

Take the Date and Time for when

the service is required

Send the Quotation

Follow up on the quotation


points

While on

the call

While on

the call

Within 4

hours

When

there are

no calls

/available

Customer

Details

Customer

Details

E-Mail

Quotation

Cold Calls

CRM.Xls

A

Modify and Send the quotation

NO

cutiv

e

Yes

Execu

tive

Pass Service ID and Service Request

Is Quotation ok?

YES

cutive

Is Quotation

okay?

NO

cuti

ve

Operation Process

CRM Executive

CRM Executive

CRM Executive

CRM Executive

CRM Executive

CRM Executive

Within 24

hours

Modified

Quotation

CRM Executive

Within 24

hours

CRM Log

As and when

1. Customer

Agreement

2. Email

As and when

End Process

End of Process

Customer



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6. Marketing or Sales Process


points

Propose Design

of marketing

collateral Creative Team

Within 1-2

weeks of above

Within 1 week

of above

Within 2 weeks

of above

Strategize

Approve/ Amend / Modify

Ops Team

Ops Team

Activity Tracker

Design / Print Final marketing

Collateral

Identify Avenues of promotion

Finalize avenues of promotion

Proposal

Within 1 week

of strategy

Activity Tracker

Within 1 week

of above

Collateral Posters,

Fliers, Banners ,

Videos Magnets ,

Cups and T-shirt

Within 1

week of

above

Activity

Tracker

Strategy Team

Strategy Team

Sales Team

/Ops Team

Sales Team

/Ops Team

Marketing / Sales

Plan

Marketing / Sales

Plan

Tally Collateral readiness with

average of promotions

As and when

A



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6.Marketing or Sales Process (Contd.)

Marketing

Team

Pricing – Finance

/ Accounts /

Management

Within 2

weeks of

above

Within 1 week

of above

As and when

Within 1 week of

above

Learning

.DOC/XLS

Get pricing and negotiate with

2-3 vendors

Finalize Vendor

Execute Marketing Strategy

Define metrics to understand

ROI

Analyze the Implemented

marketing Strategy

Document Learning

Document ideal way for

repeat exercise

Marketing

Team

As and when

Within 1 week of

above

Within 1 Week

of above

Tracker

(Mail

Approval /

Work Order

)

Vendor

Comparison

Marketing

Strategy.

DOC

Analysis.PPT

Activity

A

Responsibility Timeline Records/ Control

points

Marketing

Team

Marketing

Team

Learning

.DOC/XLS

B

Marketing

Team

Marketing Team

Analysis.PPT



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6.Marketing / Sales Process (Contd.)

Call Centre

Team

Within 1 week of

above

Within 1 week of

above

Marketing Team

Within 1 week

CRM /Excel

CRM/Admin

Panel

CRM /PPT

Activity

Tracker


points

Create Customers database

after marketing activity

Pitch to potential customers as

a part of customer call process

Analyze new / repeat

customers and business

Define timeline for

effectiveness of marketing

strategy

Analyze overall effectiveness

/sales strategy

Document learning and ideal

way for repeat exercise

Within 2 weeks of

above

Anlysis.PPT/

Analysis.XLS

Learning.XLS/

Learning.PPT

B

End of Process

Call Centre

Team

Call Centre

Team

Marketing Team

Marketing Team

Within 1 week

Within 1 week



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7. Operations – Magic Genie Services


points

Is Quotation

Required?

xjfjjhf

Ops manager.

Ops manager.

Business

Developer

Within 2 hours

of above

Within 1 hour

of above

Request is received

Ask for time to schedule Ops.

Inform team to schedule

Arrange for Ops as per

requirement

No

Give / Send Quotation

Yes

As & when

Reach site

Business

Developer

Within 4 hours

of above Email to Customer

CRM Log

Call Centre

Team

1. CRM

Schedule.xls

2. E-mail

A

Within 12

Hours

Ops manager.

Ops

Manager./Superviso

r

Request Log

Quotation Request /

Requirement

15 mins before

schedule

Ops Log record



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7. Operations – Magic Genie Services( Contd.)

Supervisor

Supervisor

Supervisor

Supervisor

15 mins before

schedule time

On reaching

the site

After Greeting

After Entering

premises

Calculate and Inform the

customer about incremental

pricing

Takes permission to enter

premises

Greet Client

Supervisor

After completing

the work


points

15 mins before

schedule time

As per training

Module

B

A

Check If

Premises is

same as

described

Yes

No

Take permission to start

the work Supervisor

Does the

customer

Agree ?

Ops Check List ( Internal )



Job Cost Calculator

Customer Signature




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7. Operations – Magic Genie Services (Contd.)

Supervisor

Ops manger.

Ops manger.

Feedback taken on site by

Ops TL

Operations as per

training manual

Send invoice to client

Wrap up operations

as per training

manual

Ops. Executive

Supervisor

Within 1/ 2 days

After feedback

taken

Sign off Supervisor

Customer

Feedback form

Customer

Feedback form

Sign off form

Sign off form

1. Email

2. Invoice NO


points

C

Checklist

B

Feedback taken on call by

Ops TL

Take signoff of work

completion

As Defined in

Training Manual

15 minutes after on

site feedback /1 or 2

days after work

15 minutes after on

site feedback /1 or 2

days after work



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7. Operations – Magic Genie Services( Contd.)

Tally Payment

Send thank you note to

customer for payment &

opportunity

Ops. Executive

Accounts team Within week of

payment received

Is invoice OK

No

Responsibility Activity Timeline Records/ Control

points

End of Process

C

Accounts

Rework on

bill Yes

No

Ops. Executive

Ops. Executive Within 1 week

Payment

Notification

from Payment

Gateway /

Wallet

Operation Executive

As and When

As and When

Email to Customer

Within 1

Received Payment

Payment

Notification

from Payment

Gateway /

Wallet

Check if Payment Received



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13. Measures & Records for Quality :

1. > 4.5 out of 5 CSAT

2. < 5 % of Total Service Complaints

3. > 5 New Client Addition / Location / Site

4. Total Cold Calls

5. Total Converted

6. Total Queries / Demand

7. Total Billing / Revenue

8. Existing Client / Customer Data Base

9. Average Ticket size

10. Call cancellation percentage

11. TAT for customer confirmation

12. TAT scheduling

13. TAT check-in

14. TAT check-out

15. TAT feedback

16. Number of jobs

17. Number of cancellations

18. Number of calls fulfilled same day

19. Average feedback ratio

20. Number of cases where rework was required as a percentage of overall orders

21. Total Billing

22. Knock calls and pitch calls

23. Feedback

24. Checklist for AC

25. Checklist for Deep Cleaning

26. Checklist for Pest Control

27. Checklist for RO

28. Checklist for Electrician

29. Checklist for Carpenter

30. Checklist for Plumber



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Date: __________ Serial No: ___________

Dear Customer,

We are delighted that you choose Magic Genie to provide you with a service that will do a Complete Makeover of your place.

Please complete the form with appropriate details.

A. Contact Information

Full Name

Contact Number/s

Current Residential Address

Email Address

City State

Permanent Residential Address

☐ Same as above ☐ Other

Reference person

Name Phone No

Address

B. Types of Services Needed (Please Tick)

Deep Cleaning AC Services Pest Control Painter

Carpenter Plumber Electrician RO Services

Sofa Shampooing Honing & Polishing Carpet/ Chair Shampooing

Physiotherapy

C. Premises Information (In case of Cleaning Service)

Premises Type ☐ Bungalow ☐ Apartment ☐ Independent Floor ☐ Guest House

☐ Outlet ☐ Farmhouse ☐ Office ☐ Others

Details of Premises

Area( Sq. Feet)

No. of Level/Floors

No. of Living Room/Drawing Room

No. of Rooms

No. of Balconies

No. of Washrooms

No. of Kitchen

Servant Room ☐ Yes ☐ No

D. For Other Services.(Please refer to Section B)

(Please Specify the details of the services you need )

E. Estimated Cost For Services: _____________

Filled By:_____________ Signature: _____________

(Fill the form in capital letters)

Customer Form



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14.Abbreviations & Acronyms :

Sr.

No. Abbreviations/Acronyms Full Form

1. COO Chief Operating Officer

2. CAPA Corrective Action & Preventive Action

3. MIS Management Information System

4. CSAT Customer Satisfaction

5. BOS Back Office Software

6. SMS Short Messaging Service

7. RO Reverse Osmosis

8. CA Corrective Action

9. QA Quality Assurance

10. MGS Magic Genie Services

11. PO Purchase Order

12. MG Magic Genie

13. P.I Product Inspection

14. SI Software Integration

15. PD Process Document

16 N/A Not Applicable

17 ASAP As Soon As Possible

18 VER Version

19 PPT Power Point Presentation

Process Documenta2zwms.com/HRDESK/Admin/Process_Manual_ETSGT_v01_1.pdf · 2016-06-30 · Document...

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