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CPMCBL - Sop-01 BD
CPMCBL - Sop-01 BD
CPMCBL - Sop-01 BD
BANGALORE LIMITED
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Procedure for Business Development Process
1. Objective :
Commitment to provide Service to the customer, meeting the requirements and
effectively addressing customer complaints and analysis of Customer Feed back.
2. Scope :
2.1To ensure that Contracts / Work orders accepted are without any contradiction.
2.2Customer needs are clearly identified, understood for proper co-ordination of the
contract \ Work Order.
4. Procedure :
4.3 All incoming orders / contracts, when received, are entered into the Work
Order / Agreement / Contract Register, in form no. R/BD/WOR/ 03.
4.4 Work Orders / Agreements / Contracts are reviewed by COO to ensure that the
contractual requirements are adequately defined and that there are no
differences in the offer / proposal and order and also for ensuring capability to
meet the contractual requirements. Inadequacies if any, are taken up by COO
with the customers.
5.1.2 Facilities available like - Computer, EPABX, Fax, Telephone, Mobiles, Wireless set,
Two & Four Wheelers.
b. Process Owners.
5.2.2 a)Customer Care (Helpline) : Verbal or written complaint from the customer
received are registered in the Customer Complaint Register R/BD/CCR/ 04.
5.2.3 Complaints received are w.r.t (Technical, Security, Non-Technical & General) forwarded to the
concerned Supervisor for further action. Supervisor reviews the complaint and if found
acceptable, the receipt of the complaint is acknowledged , either verbally or through letter.
Each and every complaint is Assigned to No & Time, Action Taken & Completion Date &
Time are indicated on the complaint register.
5.2.4 CC’s not related to the service are intimated to the customer. Supervisor initiates
action on the accepted complaints after identifying the root cause and the
correction, Corrective action and the department for resolving the complaint are
arrived at.
5.2.4 The department responsible for resolving the complaint takes necessary
action to implement the correction and Corrective action . The same is
intimated to the customer. A copy of the same is maintained by the
Supervisor. Preventive action is initiated as required.
5.2.5 All customer complaint received are analysed w.r.t accepted, rejected,
resolved, pending etc. and projected in the Management Review Meeting.
5.3 b) Process Owners :
5.3.1 Complaints received directly by the supervisor initiate action as per 5.2.2.
6.0 Records :