TM ACCESS NETWORK CONTRACTORS QUICK REFERENCE GUIDE

BY: HSBBT & OD NETWORK OPERATIONS

CONTENTS
1. COMMERCIAL REQUIREMENT.................................................................................. 3 PKK............................................................................................................................................3 TM REGISTRATION..............................................................................................................3 BANK GUARANTEE/PERFORMANCE BOND/STAMP DUTY......................................3 INSURANCE COVERAGE.....................................................................................................4 STATUTORY & CERTIFICATION REQUIREMENT......................................................7 SUBLETTING & EMPLOYMENT POLICY.......................................................................7 2. TECHNICAL REQUIREMENT....................................................................................... UNIFORM................................................................................................................................. PASSCARD...............................................................................................................................! TOOLS & TEST GEAR.........................................................................................................1" VEHICLE................................................................................................................................11 PROCESS FLO# OF VENDOR CONSEQUENCES........................................................12 MERIT AND DEMERIT POINTS.......................................................................................13 LIQUIDATED DAMAGES / PENALTY.............................................................................17 3. REFERENCE DOCUMENTS TO CONTRACTS......................................................... 2" MINI$%KH...............................................................................................................................2" COD..........................................................................................................................................21 TROS........................................................................................................................................23 4. RATES & PAYMENT PROCESS................................................................................... 2& PROCESS FLO# IN GEMS.................................................................................................2& PROPOSED TIMELINE.......................................................................................................2' COD & %UMPERING RATES..............................................................................................27 MINI %KH COMMON #ORKS & ITS PROCESS FLO#..............................................2! &. PERFORMANCE & ASSESSMENT.............................................................................. 4" ASSESSMENT CRITERIA...................................................................................................4" KEY KPI DELIVERABLES.................................................................................................41 SAMPLE OF PERFORMANCE DASHBOARD................................................................42 '. INQUIRY & FEEDBACK............................................................................................... 44

1. COMMERCIAL REQUIREMENT PKK If the Contractor is a com an! "ith B#mi #tera stat#s$ the Contractor "arrants an% #n%erta&es to an% "ith T' that: (a) (5) (c) The ma*orit! B#mi #tera4 of its shareho+%in,-e.#it! str#ct#re (/0123) is

The ma*orit! of its em +o!ees (/0123) are B#mi #tera4 Ke! ositions in the Contractor6s or,ani7ation$ s#ch as the Chief E8ec#ti9e Officer$ the Chief O eratin, Officer$ the 'ana,in, Director$ the :enera+ 'ana,er or the Chief ;inancia+ Officer are he+% 5! B#mi #teras4 Certificate from 'inistr! Of ;inance or PKK$ if an!4 an% A++ other T' ,#i%e+ines that %etermine a com an!6s .#a+ification for B#mi #tera stat#s are met<

(%) (e)

TM REGISTRATION the Contractor fai+ to rene" his re,istration "ith T' after three (=) months of its e8 ir! or is %ere,istere% for "hate9er reason there5! 5ecomin, ine+i,i5+e to carr! o#t the t! e of "or& offere% #n%er this Contract<

BANK GUARANTEE/PERFORMANCE BOND/STAMP DUTY Ban& :#arantee & Stam D#t! B: Contract >a+#e 2 ?2@@K @3 A ?1@@K A<13 = /1@@K 13

Ins#rance Contract Stam D#t! (R') 2@ 1@ 2@ 1@ 2@ 1@

INSURANCE COVERAGE T! e Of Ins#rance Co9era,e 2 A = Princi a+ E8istin, Pro ert! (PEP) Thir% Part! Dia5i+it! Com rehensi9e :enera+ Dia5i+it! TROS 1@@K 1@@K 1@@K COD 'iniBCKH

>a+#e (R') 1@@K 2<@' 1@@K 1@@K 2<@' 2<@'

Notes: Compre e!"#$e Ge!er%& L#%'#&#() is an a+ternati9e to *r+ P%r() L#%'#&#() that co9ers Persona+ In*#ries & Pro ert!< Wor,me! Compe!"%(#o! to in%emnif! & ins#re T' an% Contractor6s ersonne+ or staff< Not re.#ire% if staff contri5#te% to PERKESO Co!(r%-(or." A&& R#"," "i++ ins#re the interest of T' & =r% art! +ant$ ro ert! & 5#i+%in, arise from "or&s of Contractors<

I!"/r%!-e Co$er%0e COD 1 Co!(r%-(or." A&& R#", Section I a< 'ateria+ Dama,e Contract >a+#e R' 1K E R' R' 2@@K E R' =1@K 2A@ R' K =<@ ' 5< Princi a+ E8istin, R' 1@@K Pro ert! R' 2<@' R' 1@@K TROS MINI 1K2

Section II Thir% Part! Dia5i+it! 3 * Wor,m%! Compe!"%(#o! Compre e!"#$e Ge!er%& L#%'#&#() R' 1@@K R' 2<@' R' A<1K

2@3 of Contract 9a+#e (Da5o#r Cost) R' 1@@& R' 2<@' R' 2<@'

ERECTION ALL RISK To(%& Co!(r%-( V%&/e 5RM6 SUM INSURED4 SECTION I M%(er#%& D%m%0e 5A6 Pro!-#p%& E7#"(#!0 Proper() 5B6 2' 2' 1@@K 1@@K 1@@K 1@@K 1@@K 1@@K 1@@K PREMIUM 5RM6 RATE8 9.13:; C<5A=B6>9.13:; SUM INSURED4 SECTION II

WORKMEN COMPENSATION S/m I!"/re+ PREMIUM 5RM6 5RM6 519; o@ RATE8 Co!(r%-( 9.1:; V%&/e6 To(%& E"(#m%(e+ I!"/r%!-e Prem#/m EAR ? WC

No

I(em

:; Ser$#-e T%7 T #r+ P%r() L#%'#&#()

RM19 S(%mp D/()

To(%& Co"(

:; Ser$#-e T%7

RM19 S(%mp D/()

To(%& Co"(

'ini CKH (A!ears) 'ini CKH (2!ear)

(a) F@@K (5) =1@K (a) 2<=' (5) F@@K (c) 1@@K (%) =@@K

F@@K =1@K 2<=' F@@K 1@@K =@@K 2A@K 1@K A@K

A$2A1<@@ 2$GIF<1@ A$A1@<@@ 2$1@@<@@ 2$A1@<@@ 2$@@@<@@ FF1<@@ GIF<1@ G1@<@@

2' 2' 1@@K 1@@K 1@@K 1@@K 1@@K 1@@K 1@@K

2@G<A1 IH<=I 22A<1@ F1<@@ GA<1@ 1@<@@ =I<F1 =H<=I =A<1@

2@<@@ 2@<@@ 2@<@@ 2@<@@ 2@<@@ 2@<@@ 2@<@@ 2@<@@ 2@<@@

A$AH2<A1 2$FI2<II A$=FA<1@ 2$1I1<@@ 2$=AA<1@ 2$@G@<@@ IA=<F1 F=2<II GJA<1@

F@K =1K 2=@K F@K 1@K =@K 2AK 1K AK

A@@<@@ A@@<@@ A@@<@@ A@@<@@ A@@<@@ A@@<@@ A@@<@@ A@@<@@ A@@<@@

2@<@@ 2@<@@ 2@<@@ 2@<@@ 2@<@@ 2@<@@ 2@<@@ 2@<@@ 2@<@@

2@<@@ 2@<@@ 2@<@@ 2@<@@ 2@<@@ 2@<@@ 2@<@@ 2@<@@ 2@<@@

AA@<@@ AA@<@@ AA@<@@ AA@<@@ AA@<@@ AA@<@@ AA@<@@ AA@<@@ AA@<@@

A$HG2<A1 A$@@2<II A$1JA<1@ 2$I@1<@@ 2$1HA<1@ 2$AI@<@@ 2$@H=<F1 J12<II J2A<1@

TROS

COD

(a) 2A@K (5) 1@K (c) A@K

No(e8 I!"/r%!-e Co"( 1. Ere-(#o! A&& R#", r%(e #" 0e!er%&&) 9.13:; "/'Ae-(e+ (o m#!#m/m prem#/m o@ RM3:9.99 +epe!+#!0 o! #!"/r%!-e -omp%!) 3. Wor,me! Compe!"%(#o! r%(e #" 0e!er%&&) 9.1:; "/'Ae-(e+ (o m#!#m/m prem#/m o@ RM13:.99 +epe!+#!0 o! #!"/r%!-e -omp%!) *. Compre e!"#$e Ge!er%& L#%'#&#() #!"/r%!-e #" !o( reB/#re+ #@ T #r+ P%r() L#%'#&#() #" -o$ere+ /!+er Ere-(#o! A&& R#", /!+er Se-(#o! II

STATUTORY ? CERTIFICATION REQUIREMENT CA ? NIOS2 Cer(#@#-%(#o! CA NIOS2 S%@e() Bro%+'%!+ TROS CA E 2A NT'SP Basic Broa%5an% COD CA E 2A NT'SP L M#!#41K2 CA E AA NT'SP L Co/r"e Fee 5RM6 R' =@@ K R' I@ (inc+#si9e trainin,) R' 21@ K R' =@ (inc+#si9e trainin,) R' F1@

SUBLETTING ? EMPLOYMENT POLICY A""#0!me!( %!+ S/'4Co!(r%-(#!0 The Contractor sha++ not assi,n this Contract or an! art thereof or an! 5enefit or interest therein or there #n%er "itho#t the rior "ritten consent of T'< The Contractor sha++ not s#5Bcontract or s#5B+et a++ or an! art of the Contract "itho#t the rior "ritten consent of T' ro9i%e% that s#ch consent sha++ not 5e #nreasona5+! "ithhe+%$ an% s#ch consent$ if ,i9en$ sha++ not re+ie9e the Contractor from an! +ia5i+it! or o5+i,ation #n%er this Contract an% he sha++ 5e res onsi5+e for a++ the acts$ %efa#+ts an% ne,+ects of an! s#5contractor$ his a,ents$ ser9ants or "or&men as f#++! as if the! "ere the acts$ %efa#+ts or ne,+ects of the Contractor$ his a,ents$ ser9ants or "or&men< Fore#0! Wor,er" Po&#-) The contractor6s ersonne+ sha++ 5e on+! +e,a+ citi7en of 'a+a!sia an% no forei,n ersonne+ sha++ 5e a++o"e%<

3. TEC2NICAL REQUIREMENT UNIFORM

2< A< =< H<

Dar& Re% TBShirt ( Co+o#r Co%e: Cor orate Re% Pantone 2IG) B+ac& co+o#re% co++ar an% s+ee9es< MKontra&tor & T'N +o,o on the to +eft of the TBshirt< MKONTRAKTOR PE'BAIKIAN T'N on the # er ha+f$ at the 5ac& of the TBShirt 1< Writin, on the TBshirt to 5e rinte% in "hite

2< A< =< H<

Oran,e TBShirt (Co+o#r co%e: Cor orate Pantone 2GG) B+ac& co+o#re% co++ar an% s+ee9es< MKontra&tor & T'N +o,o on the to +eft of the TBshirt< MKONTRAKTOR PE'ASAN:AN T'N on the # er ha+f$ at the 5ac& of the TBShirt 1< Writin, on the TBshirt to 5e rinte% in 5+ac&

2< A< =< H<

B+#e TBShirt (Co+or Co%e: Cor orate Pantone GG2) B+ac& co+o#re% co++ar an% s+ee9es< MKontra&tor & T'N +o,o on the to +eft of the TBshirt< MKONTRAKTOR PENYEDEN::ARAAN T'N rinte% at the 5ac& of the shirts 1< Writin, on the TBshirt to 5e rinte% in "hite Note: The ants for a++ contractors sha++ 5e %#ra5+e Dar& B+#e Don, Pants an% shoes sha++ 5e 5+ac&< PASSCARD The Contractor sha++ a+so 5e re.#ire% to a +! for the i%entification car%s from T'< The Contractor sha++ ens#re that his staffs %is +a! the i%entification car% rominent+! "hi+e on %#t!< The i%entification car% is not transfera5+e an% sha++ 5e ret#rne% to T' in the e9ent that the ersonne+ cease to 5e em +o!e% 5! the Contractor< An! +oss an%-or %ama,e to the car% sha++ 5e re orte% to T' imme%iate+!< A o+ice re ort is re.#ire% to 5e s#5mitte% to T' 5efore a re +acement car% can 5e iss#e%< In the e9ent of ne" staff 5ein, en,a,e% 5! the Contractor$ the Contractor sha++ a +! for the i%entification car%s for the ne" staff 5efore the staff co#+% commence his *o5 #n%er the Contract< The i%entification car% remains the ro ert! of T' an% the Contractor sha++ ret#rn them to T' "hen instr#cte% to %o so< T' reser9es the ri,hts to "ith%ra" these i%entification car%s from the staff at an! time "itho#t rior notice< A++ costs inc#rre% sha++ 5e 5orne 5! the Contractor<

TOOLS ? TEST GEAR The Contractor is re.#ire% to 5e f#++! e.#i e.#i ment as state% Te%mC Comp%!) or I!+#$#+/%& Team Team Com an! Com an! Com an! Com an! Com an! Com an! Com an! Team Team e% "ith the re+e9ant too+s an%

1.

TOOLS

COD 8 8

M#!# 1K2 8 8 8 8 8 8 8 8 8 8 8

TROS 8 8

Hammer Dri++ Com +ete Too+ Bo8 Com +ete Too+s for Cointin, of P+astic Ca5+e Com +ete Too+s for Cointin, of Dea% Ca5+e Com +ete Too+s for P#++in, of O9erhea% Ca5+e Com +ete Too+s for P#++in, of On%er,ro#n% Ca5+e Water P#m :enerator E8ha#st ;an P#ncher too+ set Pair i%entifier 3. TEST GEARS Si,na+ stren,th tester (Ri++-Wi++) ADSD Tester Da to '#+timeter Ins#+ation Tester ;a#+tsman Te+e hone ISDN BRI Test Set Earth Tester :as Detector Pair >erification-O %atin, Instr#ment *. SAFETY GEARS Safet! Cone Safet! Be+t Safet! He+met Safet! >est Da%%er "ith safet! feat#res

Com an! Team Team Team Team Team Com an! Com an! Com an!

8(o tiona+) 8 8 8 8 8 (o tiona+)

8 8 8 (o tiona+)

8 8 8 8 (o tiona+) 8

T' to s# +!

Team Team In%i9i%#a+ In%i9i%#a+ Team

8 8 8 8 8

8 8 8 8 8

8 8 8 8 8

10

;irst Ai% Ki% Si,n5oar% Bo%! Harness We++in,ton Boot Safet! Boot Safet! :o,,+es B+in&ers A9iation Di,hts

Team 8 Team Team 8 In%i9i%#a+ In%i9i%#a+ In%i9i%#a+ 8 Team Team Note: P8P re.#ire% items

8 8 8 8 8 8 8 8

8 8

VE2ICLE The Contractor is re.#ire% to ossess a s#ita5+e 9ehic+e "ith his com an! +o,o rominent+! %is +a!e% on the si%e to carr! o#t the "or&s< The 9ehic+e #se% 5! contractor m#st com +! "ith the fo++o"in, items: >a+i% re,istration C+ean an% ,oo% "or&in, con%itions<

11

PROCESS FLOW OF VENDOR CONSEQUENCES

12

MERIT AND DEMERIT POINTS 2<2< 2<2<2< (a) One time occ#rrence (5) No im act on the re9en#e - 5#siness (c) Do" im act on the ima,e 2<2<2<A< (a) Re eatin, e9ent (5) P#r ose+! not fo++o"in, ractice - roce%#re (c) Ha9in, otentia+ an% +o" im act on the erformance - ima,e - re9en#e (%) In9o+9e to 2<2<2<=< riorit! c#stomer Critica+: B 'a*or: B Demerit oints are 5ase% on the cate,or! of minor$ ma*or an% critica+< The %efinition of these are as fo++o"s: 'inor: B

(a) 'ore than = times re eatin, on the same iss#e - e9ent (5) Pro9en iss#e - e9ent "hich im act the erformance - ima,e - re9en#e (c) Critica+ Offences "ith G@ oints score 2< A< 'a*or Offences

The fo++o"in, are cate,ories of ma*or offences "hich carr! ma8im#m of G@ %emerit oints: Demerit Points ro9a+ G@ G@ G@ G@ G@ G@ G@

:ENERAD Assi,n or s#5+et "or& "itho#t T'6s a En,a,e forei,n "or&ers CONDOCT ;a+se C+aim R#%e or i++ mannere% Threaten T'6s cor orate ima,e I++e,a+ ta in, of te+e hone +ine In9o+9e% in an! crimina+ acti9ities s#ch as theft$ %r#,s etc<

13

;or an! ma*or offences committe% 5! the contractors$ the merit oints a"ar%e% sha++ 5e consi%ere% as 9oi%< 2<=A The fo++o"in, %emerit oints sha++ 5e im ose% on the Contractor for the ne,+i,ence as fo++o"s: DESCRIPTIONS GENERAL Not "earin, #niform or ID not %is +a!e% ;ai+ to ma&e o+ice re ort on +ost-sto+en ID Diffic#+t-no re +! "hen contacte% thro#,h han% hone Chan,e contact n#m5er "itho#t notif!in, No conformit! to OSH safet! re.#irement ;ai+ to s#5mit or com +ete re ort as er SDA Disr# tion to c#stomers ser9ice Dama,e to c#stomer6s ro ert! Perform #na#thori7e% Wor&s ;ai+e% to s#5mit in9oice 5efore the Fth of e9er! month (if a +ica5+e) Can9assin, of T' staff On"i++in, to acce t "or& or%er En,a,e T' staff for the "or& Assi,n or s#5+et "or& "itho#t T'6s consent En,a,e forei,n "or&ers En,a,e nonBcom etent staff "itho#t CAB2A (COD & TROS)$ CABAA ('INI CKH) after nine months of recr#itment Dess than A13 "ith CAB2A (COD & TROS)$ CABAA ('INI CKH) after G months of contract Dess than 1@3 "ith CAB2A (COD & TROS)$ CABAA ('INI CKH) after G months of contract Dess than F13 "ith CAB2A (COD & TROS)$ CABAA ('INI CKH) after G months of contract En,a,e fie+% staff "itho#t T'BNIOSH Safet! Pass ort CONDUCT R#%e or i++ mannere% Com +aint recei9e% 5! T' on Contractor6s con%#ct$ "or& .#a+it!$ "ron,+! re orte% QPremise C+ose6 etc (9er5a+-"ritten) Threaten T'6s cor orate ima,e I++e,a+ ta in, of te+e hone +ine 2-=-1 = = 2-=-1 1 2@-A@-=@ 2-=-1 1 2-=-1 =-1-2@ 2@ 2@ 1-2@-21 G@ G@ A@ 21 2@ 1 A@ G@ 2@-A@-=@ G@ G@ 14 Po#!(" 5MN/M1/CR6

No A 2 A = H 1 G F I J 2@ 22 2A 2= 2H 21 2G 2F 2I 2J A@ B 2 A = H

1 G F C 2 A = H D D.1 2 A = H 1 G F I D.3 2 A = H 1 G F I J 2@ 22 D.*

In9o+9e in an! crimina+ acti9ities s#ch as theft$ %r#, etc Non iss#ance of officia+ recei t to c#stomer (for COD on+!) ;a+se C+aim QUALITY The #se of im ro er too+s or 9ehic+e ;ai+ to maintain c+ean+iness at ca5inet$ SD;$ 'POC$ ;TTS & ;TTO after "or& com +etion Part or "ho+e of a insta++ation "or& is s#5 stan%ar% ;ai+e% to fee%5ac&-# %ate on ca5+e air chan,e DELIVERABLES COD ;ai+ to achie9e T'6s RoS month+! erformance P2 E JI3 "ithin Same Da! PA E JI3 "ithin I Ho#rs P= E JI3 "ithin 2A Ho#rs ADSD C#m erin, E I@3 "ithin AHhrs ADSD C#m erin, E 2@@3 "ithin HI hrs ISDN BRI E 2@@3 'eetin, A ointment 'issin, a ointment ;ai+e% to fee%5ac& %e+a! to the centre %#e to c#stomer6s re.#est TROS ;ai+ to achie9e T'6s RoS month+! erformance P2 E J@3 "ithin I Ho#rs PA E J@3 "ithin 2G Ho#rs P= E J@3 "ithin 2G Ho#rs PH E J@3 "ithin AH Ho#rs PPOE E I@3 "ithin AH Ho#rs PPOA E J@3 "ithin H Ho#rs ISDN BRI E J@3 "ithin H Ho#rs Doc&et c+ose% "itho#t re air (as erBcom +aint recei9e%) er TR Re eate% TR %#e to Poor Wor&manshi 'issin, a ointment ;ai+e% to fee%5ac& %e+a! to the centre %#e to c#stomer6s re.#est MINI 1K2 ;ai+ to achie9e T'6s RoS month+! erformance

G@ 2@-A@-=@ G@ 1 1 2@ =-1-2@

2@ 2@ 2@ 2@ 2@ 2@ 2@-A@-=@ =-1-2@

2@ 2@ 2@ 2@ 2@ 2@ 2@ A@ A@ 2@-A@-=@ =-1-2@

15

2 A

J@3 ro*ects or "or& or%ers com +etion "ithin the re.#ire% time frame (R;S Date) J@3 month+! erformance on ro*ect com +etion .#a+it! chec&+ist 'ERIT POINTS GENERAL Assist in romotin, T' ro%#cts

2@ 2@

2<H A 2 A = H 1 G F I B B.1 2 A B.3 2 A B.* 2 A

1 1 1 1 2@ 1 1 1

2@@3 staff "ith CAB2A (COD & TROS)$ CABAA ('INI CKH) 2@@3 staff "ith T' Safet! Pass ortB NIOSH Not recei9e %emerit oint for three consec#ti9es month Achie9e I@3 on .#arter+! erformance Assessment Conform to OSH Safet! Proce%#res ;ast to res onse an% ,i9e fee%5ac& on en.#ir! O %ate ca5+e air chan,es an% maintain hi,h acc#rac! of air- ort in9entor! DELIVERABLES COD Achie9e 2@@ 3 of month+! tar,ets in the cate,ories P2$ PA$ P=$ ADSD C#m erin, & ISDN BRI (a"ar%e% oint for each cate,or!) Achie9e 2@@ 3 tar,ets for three consec#ti9es month in cate,ories P2$ PA$ P=$ ADSD C#m erin, & ISDN BR(a"ar%e% oint for each cate,or!) TROS Achie9e 2@@ 3 of month+! tar,ets in the cate,ories P2$ PA$ P=$ PH$ BRI ISDN$ PPoA & PPoE (a"ar%e% oint for each cate,or!) Achie9e 2@@ 3 tar,ets for three consec#ti9es months in cate,ories P2$ PA$ P=$ PH$ BRI ISDN$ PPoA & PPoE (a"ar%e% oint for each cate,or!) MINI 1K2 Achie9e J@3 of month+! ro*ects or "or& or%ers com +etion "ithin the re.#ire% time frame (R;S Date) Achie9e J@3 month+! erformance on ro*ect com +etion .#a+it! chec&+ist

1 2@

1 2@

1 1

16

= H

Achie9e J@3 tar,ets for three consec#ti9es months on ro*ects or "or& or%ers com +etion "ithin the re.#ire% time frame (R;S Date) Achie9e J@3 tar,ets for three consec#ti9es months on ro*ect com +etion .#a+it! chec&+ist

2@ 2@

No(e8 M%7#m/m %&&oD%'&e mer#( po#!(" per B/%r(er %re E9 po#!(" < LIQUIDATED DAMAGES / PENALTY i) COD R'=@ er Ser9ice Or%er in the e9ent Contractor fai+s to com +ete insta++ation as er a ointment %ate an% time (miss a ointment)< ii) TROS R'A1 for fai+#re of achie9in, the re.#ire% tar,ets for fa#+t restoration as referre% to the Contract< R'1@ for fai+#re of achie9in, the re.#ire% tar,ets for fa#+t restoration as referre% to the Contract for re eate% fa#+t of the same nat#re for the same te+e hone n#m5er in the same month< R'1@ for fai+#re of achie9in, the re.#ire% tar,ets for fa#+t restoration as referre% to the Contract for %oc&et that "as re9io#s+! re orte% c+ose% 5! the Contractor 5#t "as ro9en that the re orte% %oc&et "as not atten%e% to<

iii) 'ini CKH Refer to the c+a#se 2H in the contract< Term#!%(#o! o@ Co!(r%-( (a) (5) The acc#m#+ate% %emerit oints of the Contractor "ithin three (=) months are si8t! (G@) oints or more< Committe% the fo++o"in, ma*or offences "hich each carr! a G@ %emerit oints: I++e,a+ ta in, of +ines4 Assi,n or s#5+et "or& "itho#t T'6s consent4 Theft or other #n+a"f#+ acti9ities4 Ca#sin, T'6s ima,e to 5e tarnishe%4 Commit an! #na#thorise% acts$ or crimina+ acti9it! a,ainst T' an% or a,ainst an! thir% arties< En,a,e forei,n "or&ers "itho#t T'6s consent

17

(c)

Witho#t reasona5+e ca#se$ "ho++! or artia++! fai+s to achie9e the Date of Com +etion "ithin the time s ecifie% in the Wor&s Or%er or an! e8ten%e% erio% ,rante%< Ne,+ects to e8ec#te the Wor&s "ith %#e %i+i,ence an% e8 e%ition to the satisfaction of the S<O< O9era++ nonB erformance or artia+ nonB erformance 5! the Contractor< Persistent+! ref#ses or ne,+ects$ after notice in "ritin, from T'$ to remo9e %efecti9e "or& or im ro er materia+< ;ai+s to com +! in res ect of the s#5B+ettin, an% assi,nment re.#irements< Acts a,ainst the e8 resse% o+icies an% instr#ctions of T'< Commits a 5reach of an! of the con%itions or sti #+ations in the Contract< The Contractor commits an act of 5an&r# tc! or 5ecomes 5an&r# t< The Contractor 5ecomes inso+9ent or com o#n%s "ith or ma&es arran,ement "ith his cre%itors< The Contractor$ 5ein, a com an!$ has a "in%in, # or%er (other than for the #r ose of ama+,amation or reconstr#ction) ma%e a,ainst him< A ro9isiona+ +i.#i%ator$ recei9er or mana,er of the Contractor6s 5#siness or #n%erta&in, has 5een %#+! a ointe%$ or ossession has 5een ta&en 5! or on 5eha+f of cre%itors or %e5ent#re ho+%ers sec#re% 5! a f+oatin, char,e of an! ro ert! of the Contractor com rise% in or is a s#5*ect of the sai% f+oatin, char,e< The Contractor fai+ to rene" his re,istration "ith T' after three (=) months of its e8 ir! or is %ere,istere% for "hate9er reason there5! 5ecomin, ine+i,i5+e to carr! o#t the t! e of "or& offere% #n%er this Contract< T' has an! reason to 5e+ie9e that the Contractor or an! one em +o!e% 5! him or actin, on his 5eha+f$ "hether "ith or "itho#t the ContractorSs &no"+e%,e$ is en,a,e% or has en,a,e% in corr# t ractice in connection "ith the Contract<

(%) (e) (f) (,) (h) (i) (*) (&) (+)

(m)

(n)

(o)

18

( )

The Contractor transfers more than ha+f his tota+ n#m5er of shares to a thir% art!$ "hether 5! "a! of a sin,+e transfer or a series of transfers<

19

*. REFERENCE DOCUMENTS TO CONTRACTS MINI41K2 No DESCRIPTIONS 1 TEC2NICAL SPECIFICATIONS TYPE OF DOC. TEC2NICAL SPEC. TECHNICAD SPEC< TECHNICAD SPEC< TECHNICAD SPEC< SECTION SECTION IV4A Section I>B A Section I>B A Section I>B A A en%i8 IIIB=$ A en%i8 IIIBH$ A en%i8 IIIB1$ A en%i8 IIIBG$ A en%i8 IIIBF$ A en%i8 IIIB I$ A en%i8 IIIE J A en%i8 IIIB 2A A en%i8 IIIB2 & A en%i8 IIIB A REFERENCE

2<a Area of Res onsi5i+it! 2<5 Wor& Pro,ram 2<c 'aintenance Wor&

2<% Contractor Wor& ;+o"

TECHNICAD SPEC<

Section I>B A

2<e A++ocation of Wor& 2<f 2<, 3 A<a A<5 A<c A<% A<e A<f Too+s$ Test :ears an% Safet! :ears Wor& Technica+ S ecifications STANDARD OPERATING PROCEDURES 5SOP6 'ATERIAD 'ANA:E'ENT PERTOKARAN PASAN:AN KABED-PORT >ENDOR 'ANA:E'ENT >ENDOR PER;OR'ANCE ASSESS'ENT :OIDEDINES ON 'ERIT AND DE'ERIT ;OR CONTRACTORS ONE PAIR DROP WIRE

TECHNICAD SPEC< TECHNICAD SPEC< TECHNICAD SPEC< SOP SOP SOP SOP SOP SOP SOP

Section I>B A Section I>B A Section I>B A SECTION IV4B Section I>B B(i) Section I>B B(ii) Section I>B B(iii) Section I>B B(i9) Section I>B B(9) Section I>B B(9i)

RPBRNOBA@JB '' WIBRNOBA2GB PPK RPBRNOBA2=B >':'T WIBRNOBAAHB >PA WIBRNOBAA1B >'D 'TI BBD H@=@2B Print

20

from COD 'TI ;i+e Insta++ation an% 'aintenance of A<, #n%er,ro#n% an% aeria+ ca5+e$ S ecification Dines WE @=@= Insta++ation an% 'aintenance of #n%er,ro#n% P+astic AirB A<h Core Primar! Ca5+es$ S ecification Dines WE @=@G P+ant Onit RNO A<i Descri tion Insta++ation an% 'aintenance of O tica+ A<* ca5+e$ S ecification Dines WE B ;@@@2 * OT2ERS DOCUMENT OT2ERS OTHERS :OIDEDINES ;OR CONTRACTOR6S =<a INSTADDATION CARD AND ONI;OR' COD No DESCRIPTIONS TEC2NICAL AND 1 WORKS SPECIFICATIONS TECHNICAD AND 2<a WORKS SPECI;ICATIONS 2<5 ;RANCHISED AREAS SA'PDE O; SER>ICE 2<c ORDER (CASS an% SIEBED) TEDEPHONE COB 2<% SHEET CO'PDETION CODBTEDEPHONE 2<e INSTADDATION ROADITY CHECK DIST SPECI;ICATION O; 2<f INSTADDATION TYPE OF DOC. TEC2NICAL SPEC. TECHNICAD SPEC< TECHNICAD SPEC< TECHNICAD SPEC< TECHNICAD SPEC< TECHNICAD SPEC< TECHNICAD SPEC< PART PART III Part +++ BA Part +++ BA Part +++ BA Part +++ BA Part +++ BA Part +++ BA SECTION 2 SECTION A SECTION = SECTION H (a) SECTION H (5) SECTION 1 REFERENCE Section I>B B(9ii) WE @=@=

Section I>B B(9iii) Section I>B B(i8) Section I>B B(8) SECTION IV4C Section I>EC(i)

WE @=@G

WE B ;@@@2

21

2<,

2<h

2<i

A<a A<5 A<c A<% A<e A<f A<, A<h A<i

'EASORE'ENT SPECI;ICATION ;OR ISDN BRI CIRCOIT (COPPER AND ;IBRE) CONTRACTOR TEDEPHONE-CD'A INSTADDATION DAIDY BADANCE SHEET DIST O; TOODS$ TEST :EARS AND SA;ETY :EARS REROIRED ;OR TEDEPHONE-WIREDES S INSTADDATION STANDARD OPERATING PROCEDURES 5SOP6 DOCUMENTS PE'ASAN:AN PERKHID'ATAN ADSD STREA'YL PE'ASAN:AN PERKHID'ATAN DED PE'ASAN:AN PERKHID'ATAN CD'A PE'ASAN:AN PERKHID'ATAN ISDN BRI 'ATERIAD 'ANA:E'ENT PERTOKARAN PASAN:AN KABED-PORT >ENDOR 'ANA:E'ENT >ENDOR PER;OR'ANCE ASSESS'ENT :OIDEDINES ON 'ERIT AND DE'ERIT ;OR CONTRACTORS ONE PAIR DROP WIRE

TECHNICAD SPEC< TECHNICAD SPEC<

Part +++ BA

SECTION G

Part +++ BA

SECTION F

TECHNICAD SPEC<

Part +++ BA

SECTION I

SOP

PART III4B RPBRNOBA@HB IADSD RPBRNOBA@1B IDED RPBRNOBA@GB ICD'A RPBRNOBA@FB IISDNB RPBRNOBA@JB '' WIBRNOBA2GB PPK RPBRNOBA2=B >':'T WIBRNOBAAHB >PA WIBRNOBAA1B >'D 'TI BBD H@=@2B Print from COD 'TI ;i+e

SOP SOP SOP SOP SOP SOP SOP SOP SOP

Part +++B B(i) Part +++B B(ii) Part +++B B(iii) Part +++B B(i9) Part +++B B(9) Part +++B B(9i) Part +++B B(9ii) Part +++B B(9iii) Part +++B B(i8) Part +++B B(8) PART III4C Part +++ E C(i)

A<*

SOP OT2ERS OTHERS

* OT2ERS DOCUMENT =<a :OIDEDINES ;OR CONTRACTOR6S

22

INSTADDATION CARD AND ONI;OR' TATACARA PEN:ENDADIAN DAN =<5 OTHERS KESEDA'ATAN HARTA BENDA PEDAN::AN TROS No DESCRIPTIONS 1 TEC2NICAL AND WORKS SPECIFICATIONS 2<a TEDEPHONE-ADSD-ISD N BRI SER>ICE RESTORATION 2<5 ;RANCHISED AREA 2<c SOPER>ISOR6S RODE ;OR OOTSOORCE AREA 2<% ACTI>ITY ;DOW ;OR TEDEPHONE ;AODT RESTORATION WORK 2<e DISTRICT STORE REROISITION ;OR' (DSR) 2<f BORANA: PE'BERITAHOAN PERTOKARAN PASAN:AN KABED-PAIR-PORT CPAS 2<, ACTI>ITY COB SHEET TYPE OF DOC. TEC2NICAL SPEC. TECHNICAD SPEC< TECHNICAD SPEC< TECHNICAD SPEC< TECHNICAD SPEC< TECHNICAD SPEC< TECHNICAD SPEC<

Part +++B C(ii)

Print from COD 'TI ;i+e

P%r( P%r( &&& 4A Part +++ BA Part +++ BA Part +++ BA Part +++ BA Part +++ BA Part +++ BA

REFERENCE

APPENDIL IB 2$+BA$2B=$2BH APPENDIL IB1 APPENDIL ++B2 APPENDIL ++BA TO ++BH APPENDIL +++B 2 APPENDIL IIIB A

TECHNICAD SPEC< 2<h REPAIR TEA' DAIDY TECHNICAD ACTI>ITY DO: SPEC< 2<i ADDITIONAD TECHNICAD PAY'ENT BY SPEC< COSTO'ER ;OR REPDACE'ENT O; INTERNAD WIRIN: 2<* TOODS$ TEST :EARS$ TECHNICAD O;;ICE & >EHICDES SPEC< REROIRE'ENTS

Part +++ BA Part +++ BA Part +++B A

APPENDIL IIIB = APPENDIL IIIB H APPENDIL IIIB 1

Part +++B A

APPENDIL IIIB G

23

2<& SPECI;ICATION ;OR PRO>ISION O; TEDECO''ONICATIO N WIRIN: AT DP TO COSTO'ER6S PRE'ISES 3 STANDARD OPERATING PROCEDURES 5SOP6 DOCUMENTS A<a Bai& #+ih Per&hi%matan ADSD Stream!8 A<5 Bai& #+ih Per&hi%matan DED A<c Bai& #+ih Per&hi%matan CD'A A<% Bai& #+ih Per&hi%matan ISDN BRI A<e 'ateria+ mana,ement A<f Pert#&aran Pasan,an Ka5e+-Port A<, >ENDOR 'ANA:E'ENT DOCO'ENT A<h >ENDOR PER;OR'ANCE ASSESS'ENT DOCO'ENT A<i :OIDEDINES ON 'ERIT AND DE'ERIT ;OR CONTRACTORS A<* One Pair Dro Wire

TECHNICAD SPEC<

Part +++B A

APPENDIL IIIB F

SOP

PART III4B

SOP SOP SOP

SOP SOP SOP SOP

PART IIIBB (i) PART IIIB B(ii) PART IIIB B(iii) PART IIIB B(i9) PART IIIB B(9) PART IIIB B(9i) PART IIIB B(9ii) PART IIIB B(9iii) PART IIIB B(i8) PART B(8)

WIBRNOBA@FB RADSD WIBRNOBA@IB RDED WIBRNOBA@JB RCD'A WIBRNOBA2@B RISDNB RPBRNOBA@JB '' WIBRNOBA2GB PPK (RPBRNOB A2=B>':'T) (WIBRNOB AAHB>PA) (WIBRNOB AA1B>'D)

SOP SOP

* OT2ER DOCUMENTS =<a :OIDEDINES ;OR CONTRACTOR6S INSTADDATION CARD AND ONI;OR' =<5 Tatacara Pen,en%a+ian Dan Kese+amatan Harta Ben%a Pe+an,,an

OT2ERS OTHERS

IIIB 'TI BBD H@=@2 (Print from TROS 'TI ;i+e) PART III4C PART IIIB C(i) PART C(ii) IIIB Print from TROS 'TI ;i+e

OTHERS

24

F. RATES ? PAYMENT PROCESS PROCESS FLOW IN GEMS

User

Create PR or Automatic PR from Mtce Order

Release PR

Receive UAT document

UAT Process

R!Svc "ntry in SAP

To chec# PO status

SPC

Create PO

Release PO

Vendor

Receive PO

$o% done

Send UAT document

Send Invoice

Receive payment

Fin SSO

Receive invoice and update in SAP

Issue payment Through cheque or telegraphic transfer

25

PROPOSED TIMELINE B#& 2 A = A-(#$#(#e" A%9ice an% ac&no"+e%,e 'INI CKH Contractor to carr! o#t "or&s Estimate cost & re are 'aintenance Or%er ('O) B to ena5+e materia+ can 5e ta&en o#t > O on *o5 com +etion 'INI CKH Cont< to s#5mit OAT %oc< to res ecti9e ToneSs e8ec OD!er" #p ToneSs E8ec ToneSs E8ec T#me&#!e Imme%iate+! AH ho#rs 1 "or&in, %a!s

'INI CKH Cont< H To carr! o#t Acce tance Test (OAT) ToneSs E8ec & 'INI CKH Cont< 1 To re+ease 'O "ith act#a+ costin, 5ase% ToneSs on OAT E8ec G PR Re+ease ',rA:' F Create PO SPC I Re+ease PO SPC J S#5mit (fa8) PO to 'INI CKH contractor SPC 2@ Pre are In9oice & s#5mit to State ;inance 'INI SSO (ori,ina+ co !) an% to Oser (Photostat CKH co !) Cont< 22 Pre are :R - S9c Acce tance (Refer to ToneSs item = a5o9e) E8ec 2A Re+ease a!ment in SAP ;in SSO

AH ho#rs

= "or&in, %a!s

= %a!s AH ho#rs = "or&in, %a!s

26

COD ? 1UMPERING RATES 1. INSTALLATION C2ARGES NO 2< DESCRIPTION S#ccessf#+ com +ete insta++ation of te+e hone ser9ice #sin, %ro "ire from DP to +ast oint at C#stomer remise an% insta++ ne" interna+ "irin,< ;or the s#ccessf#+ com +ete insta++ation of te+e hone ser9ice #sin, %ro "ire from DP to c#stomer remise "ith e8istin, interna+ "irin,< ;or s#ccessf#+ com +ete insta++ation of CD'A ser9ice #sin, interna+ antenna< ;or s#ccessf#+ com +ete insta++ation of CD'A ser9ice #sin, e8terna+ antenna< S#ccessf#+ com +ete insta++ation of ISDN BRI ser9ice #sin, %ro "ire from DP to +ast oint at C#stomer remise an% insta++ ne" interna+ "irin,< ;or the s#ccessf#+ com +ete insta++ation of ISDN BRI ser9ice #sin, %ro "ire from DP to c#stomer remise "ith e8istin, interna+ "irin,< UNIT Per DED Insta++ation Per DED Insta++ation Per Wire+ess Insta++ation Per Wire+ess Insta++ation Per NT Insta++ation Per NT Insta++ation PRICE 5RM6 1@<@@

A<

=@<@@

=< H< 1<

=@<@@ 1@<@@ 1@<@@

G<

=@<@@

3. PAYMENT BY CUSTOMER ? INCREMENTAL RATE PAYMENT BY TM Descri tion E8istin, Rate Borne 5! C#stomers Insta++ation "or& In9o+9es Interna+ Wirin, "ithin C#stomers remises A++ ne" DED ser9ices ;#+fi+ments "i++ 5e co#nte% 5! Wee&+! 2 +ine A to 2@ +ines / 22 +ines Items Or5an S#5B #r5an R#ra+

With E8istin, Int< Wirin, R' =@<@@ Ne" Int< Wirin, R' 1@<@@U

R' F<1@ er +ine R' 1<@@ er +ine

R' 21<@@ R' =@<@@ er +ine er +ine R' A@<@@ R' 2@<@@ er +ine er +ine R' 21<@@ er +ine

Incrementa+ Rate ai% 5! T'

27

*. 1UMPERING PAYMENT BY TM 2< ;or DED DESCRIPTION C%(e0or) PRICE 5RM6 H<1@ 1<1@ F<@@

Test an% *#m er at ca5inet-SD; an% reco9er e8istin, Or5an *#m er "ire if re.#ire%< S#5BOr5an Per Or%er R#ra+ A< ;or Stream!8 DESCRIPTION C%(e0or) DSLAM H<1@ 1<1@ F<@@ RDSLAM G<1@ F<1@ J<@@

RTDSLAM 2@<1@ 22<1@ 2=<@@

Test an% *#m er at each Or5an cate,or! an% reco9er S#5BOr5an e8istin, *#m er "ire if re.#ire% R#ra+

28

MINI 1K2 COMMON WORKS ? ITS PROCESS FLOW T)pe o@ Wor, T! e of Wor& 2 T! e of Wor& A T! e of Wor& = T! e of Wor& H T! e of Wor& 1 T! e of Wor& G T! e of Wor& F T! e of Wor& I T! e of Wor& J T! e of Wor& 2@ De"-r#p(#o! o@ Wor, Re +acin, one s an sto+en-5rea&%o"n ca5+e A@@ r O-H$ D-S ( o+e to o+e) E Strai,ht Coint Re +acin, sto+en IB ca5+e in9o+9in, YB*oint (ori,ina++! Strai,htB*oint in the mi%%+e) Doca+isin, fa#+t! A@@ air O: ca5+e< Doca+isin, fa#+t! A@@ air OH ca5+e< Doca+isation to c+ear 2 %oc&et OH-O: (fa#+t at *oint) B O9erhea% (TR air & s are airs %isc) Doca+isation to c+ear 2 %oc&et OH-O: (fa#+t at *oint) B On%er,ro#n% (TR air & s are airs %isc) Doca+isation to c+ear 2 %oc&et OH-O: (fa#+t at *oint) B On%er,ro#n% (TR air & s are airs +o" IR) Re +acin, ta, (at the ca5inet)< Re +acin, ca5+e ES O: 5rea&%o"n-section fa#+t (AH@@ r) Doca+isin, an% re +acin, ca5+e ES O: section +o" (AH@@ r)

29

T! e Of Wor& 2 B Re +acin, one s an sto+en-5rea&%o"n ca5+e A@@ r O-H$ D-S ( o+e to o+e) E Strai,ht Coint

30

T! e Of Wor& A B Re +acin, sto+en IB ca5+e in9o+9in, YB*oint (ori,ina++! Strai,htB*oint in the mi%%+e)

31

T! e Of Wor& = B Doca+isin, fa#+t! A@@ air O: ca5+e

32

T! e Of Wor& H B Doca+isin, fa#+t! A@@ air OH ca5+e

33

T! e Of Wor& 1 B Doca+isation to c+ear 2 %oc&et OH-O: (fa#+t at *oint) B O9erhea% (TR air & s are airs %isc)

34

T! e of Wor& G B Doca+isation to c+ear 2 %oc&et OH-O: (fa#+t at *oint) B On%er,ro#n% (TR air & s are airs %isc)

35

T! e of Wor& F B Doca+isation to c+ear 2 %oc&et OH-O: (fa#+t at *oint) B On%er,ro#n% (TR air & s are airs +o" IR)

36

T! e of Wor& I B Re +acin, ta, (at the ca5inet)<

37

T! e of Wor& J B Re +acin, ca5+e ES O: 5rea&%o"n-section fa#+t (AH@@ r)

38

T! e of Wor& 2@ B Doca+isin, an% re +acin, ca5+e ES O: section +o" (AH@@ r)

39

:. PERFORMANCE ? ASSESSMENT

ASSESSMENT CRITERIA Contractors are assesse% ROATERDY 5ase% the fo++o"in, e+ements: ELEMENTS 2< KPI Performance 'eas#rement A< 'erit & Demerit Points =< A#%itin, H< A%ministrations & Initiati9es WEIG2TAGE 1@3 A@3 A@3 2@3

Contractors are ran&e% 5ase% on the fo++o"in, ratin,s< RATING ELCEDDENT :OOD ;AIR POOR RANGE TOTAL SCORE 'ore than J@3 'ore than I@3 'ore than F@3 F@3 an% +ess

P%""#!0 M%r," < G9;

UNote: The contractor sha++ 5e re.#ire% to achie9e a minim#m assin, score of G9; %#rin, the first !ear of assessment of erformance "ei,hta,e< In the e9ent the Contractor fai+s to achie9e the minim#m assin, score of G9;$ T' here5! reser9es its ri,ht to terminate the Contract at an! time %#rin, the secon% !ear of the Contract Perio%<

40

KEY KPI DELIVERABLES 2< A< =< COD KPI DED P2 ? I HRS DED PA ? 2G HRS DED P= ? AH HRS 'ini CKH KPI A>ERA:E R;S A>ERA:E DOCO'ENT SOB'ISSION TROS KPI DED P2 ? I HRS DED PA ? 2G HRS DED P= ? 2G HRS DED PH ? AH HRS DED ADD ? = DAYS ADSD POA ? H HRS ADSD POE ? AH HRS ADSD ADD ? = DAYS ISDN BRI ? H HRS CD'A ? AH HRS REPEAT REPORT COD Contractor A ointment 'et for NI from PA'S< Percenta,e of ne" insta++ation that meet a ointment 'INI CKH Contractor A9era,e ercenta,e Doc#ment s#5mission chec&+ist an% A9era,e "or& or%er com +ete% as er R;S %ate as er .#a+it! acce te% 5! T'< TR O#tso#rcin, Contractor N#m5ers of KPI6s meetin, tar,et A9era,e Restoration C!c+e Time

Tar,et / JI 3 / JI 3 / JI 3

Tar,et / J@ 3 / J@ 3

Tar,et / J@ 3 / J@ 3 / J@ 3 / J@ 3 / 2@@ 3 / J@ 3 / I@ 3 / 2@@ 3 / I@ 3 / I@ 3 ? 21 3

41

SAMPLE OF PERFORMANCE DAS2BOARD

KPI T#(&e PAY'ENT REPORTS SOB'ISSION AS PER SDA 'EETIN: - TRAININ: PARTICIPATION - ETC INNO>ATION SCORE ('AL 2@3) KPI S-ore KPI T#(&e A>ERA:E R;S A>ERA:E DOCO'ENT SOB'ISSION A>ERA:E O>ERADD 'ARKS SCORE ('AL 1@3) A/+#( KPI T#(&e AODIT SCORE ('AL A@3) Mer#( / Demer#( KPI T#(&e M%7 Q/%r(er 1 Q/%r(er 3 Q/%r(er * Q/%r(er F M%7 2@@ 3 Q/%r(er 1 I@ 3 2G<@@ 3 Q/%r(er 3 I@ 3 2G<@@ 3 Q/%r(er * I@ 3 2G<@@ 3 Q/%r(er F I@ 3 2G<@@ 3 T%r0e( / J@ 3 / J@ 3 1%! I1 3 J@ 3 Fe' IG 3 J@ 3 M%r IG 3 J@ 3 Apr IF 3 J@ 3 M%) II 3 J@ 3 1/! J@ 3 J@ 3 1/& J@ 3 J@ 3 A/0 IJ 3 J@ 3 Sep J@ 3 J@ 3 O-( J@ 3 J@ 3 No$ J@ 3 J@ 3 DeJ@ 3 J@ 3 M%7 =3 A3 A3 =3 Q/%r(er 1 =3 A3 A3 23 I<@@ 3 Q/%r(er 3 =3 A3 A3 23 I<@@ 3 Q/%r(er * =3 A3 A3 23 I<@@ 3 Q/%r(er F =3 A3 A3 23 I<@@ 3

IF<1@ 3 II<@@ 3 II<@@ 3 II<1@ 3 IJ<@@ 3 J@<@@ 3 J@<@@ 3 IJ<1@ 3 J@<@@ 3 J@<@@ 3 J@<@@ 3 J@<@@ 3 H=<F1 3 HH<@@ 3 HH<@@ 3 HH<A1 3 HH<1@ 3 H1<@@ 3 H1<@@ 3 HH<F1 3 H1<@@ 3 H1<@@ 3 H1<@@ 3 H1<@@ 3 H=<JA 3 HH<1I 3 HH<JA 3 H1<@@ 3

42

'ERIT DE'ERIT SCORE ('AL A@3) Rem%r," T#(&e 'ERIT DE'ERIT COSTO'ER CO'PDAINTS F#!%& Re"/&( T#(&e AD'IN KPI AODIT 'ERIT TOTAL

G@ G@

@ @ @<@@ 3

@ @ @<@@ 3

@ @ @<@@ 3

@ @ @<@@ 3

Q/%r(er 1 <<< <<< <<< <<< <<< <<<

Q/%r(er 3 <<< <<< <<<

Q/%r(er * <<< <<< <<<

Q/%r(er F

Q/%r(er 1 I<@@ H=<JA 2G<@@ @<@@ EG.H3 I<@@ HH<1I 2G<@@ @<@@ EI.:I

Q/%r(er 3 I<@@ HH<JA 2G<@@ @<@@ EI.H3

Q/%r(er * I<@@ H1<@@ 2G<@@ @<@@ EH

Q/%r(er F

43

E. INQUIRY ? FEEDBACK S'S Sen% S'S to @=AAH@AJH@ Porta+ """<neto s<tm<com<m!

44