MARKETING AND CUSTOMER INTERFACE

Doc #: MSC-QHSEP-15 Issue Date: 01-Nov-2022 Rev No: 00 Page 1 of 4

TABLE OF CONTENTS
1.0 PURPOSE...................................................................................................................2

2.0 SCOPE........................................................................................................................2

3.0 ABBREVIATION..........................................................................................................2

4.0 RESPONSIBILITIES....................................................................................................2

5.0 PROCESS................................................................................................................2-4

6.0 RECORDS...................................................................................................................4

Revision Date Record of Changes Prepared By Approved By

Mr. Sarwar Khan
Eng. Hosam Elbatal
(QHSE
(General Manager)
Representative)
00 01-11-2022 Initial Issue

1.0 PURPOSE

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 MARKETING AND CUSTOMER INTERFACE

Doc #: MSC-QHSEP-15 Issue Date: 01-Nov-2022 Rev No: 00 Page 2 of 4

To ascertain that customer needs are correctly understood, documented, and communicated to all concerned for
necessary action.
2.0 SCOPE
Activities carried out to assess the customer requirements, translate them into organizational language, deliver
products/ project, get feedback on satisfaction/ dissatisfaction, and provide post project/sales services.

3.0 ABBREVIATION
3.1 MSC – Modern Silver Trading & General Contracting W.L.L
3.2 QHSE – Quality, Health & Safety, Environment (ISO 9001:2015, ISO 14001:2015, ISO 45001:2018)
3.3 P – Procedure
3.4 F – Form
4.0 RESPONSIBILITIES
4.1 Sales Manager / Team
4.2 Projects / Technical Team
4.3 Top Management – General Manager or his Nominee
5.0 PROCESS
5.1 Customer Requirements, Review, Acceptance and Communication
5.1.1 The customers for the organization are the direct industrial/commercial customers. We determine their
requirements related to our process as follows:
 All Tenders / Sales Enquiries are registered, recording in the relevant logs by the concerned coordinators
and their quantities through valid agreement / contract. The type of logistics and other service
requirements like commercial requirements, including the requirements for delivery and post-delivery
activities are predetermined.
 General Enquiries – Email / fax / by Meeting
 Tender Enquiries – Purchase from relevant clients published in newspaper or other medias / by
email.
5.1.2 Requirements not stated by the customer but necessary for specified or intended use, where known, are
mostly predetermined,
5.1.3 Statutory and regulatory, Safety requirements related to the product/ projects are predetermined and the
knowledge is regularly updated.
5.1.4 Changes to original requirements, which may arise during the project execution cycle, are recorded, and
communicated to concerned people via proper channel.
5.1.5 We have assigned responsibilities for the review of the customer requirements prior to acceptance of orders.
The following are ensured.
 Product/Project quantity, quality, and safety requirements
 All other contractual requirements, which include commercial terms, delivery, and post-delivery activities.
 The organization’s ability to meet the above identified customer, legal and regulatory requirements.

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5.1.6 If any requirements are changed, after the order is accepted, systems ensure that the changes are recorded
and that relevant personnel are made aware of the changed requirements. The confirmation of the change is
intimated to the customer over phone / e-mails and records of having communicated, maintained.
5.1.7 Where required, service/ product details are communicated to the customers through mailers/ circulars or
verbally and the details of which are subjected to periodic reviews and appropriate amendments.
5.2 Customer Property
5.2.1 There are instances when customers are required to provide material/ information to us to enable smooth
realization of their project. Whenever such material/ information is received, we ensure that they are taken into
our possession after due verification and the safety and security is ensured so long as they are in our custody.
If any customer property is lost, damaged, or otherwise found to be unsuitable for use, system ensures that it is
immediately reported to the customer and records maintained.
5.3 Feedback on Satisfaction / Dissatisfaction
5.3.1 The Sales Manager is in constant touch with the Customers to assess their perception of the services. This
interface also benefits by providing new service/project execution ideas and the end customer’s view of the
future.
5.3.2 Annual surveys are conducted among the customers using standard survey forms, which incorporate different
parameters identified as critical to customer satisfaction. The results of these surveys are compiled, analyzed,
and compared with set targets and previous findings to confirm trends in continual improvement or else project
completion letter will be collected after every projects.
5.3.3 In addition to the above, customer meetings are conducted between the customer/ their representatives and
representatives of the management at least once in six months or as per the project requirements. The
proceedings of the meetings are recorded, and decisions followed up till planned actions are completed. These
meetings discuss the complaints and suggestions reported by the customers as well as the results of the
surveys conducted.
5.4 Customer Complaints
5.4.1 For proper management of customer complaints and effective redressal, we maintain a customer complaint
register, in which the disposal and corrective action details are recorded against each complaint. The complaint
register is available from the Management Representative / Departmental Heads. This provision is in addition to
the provision given to the customers to interact through the survey forms and personally in the customer
meetings.
5.4.2 For Better marketing and customer interface we have a dedicated team. They are trained enough to carry out
the following procedures.
 To identify the customers & project requirements.
 Give a presentation & information of our product and project range in line with their requirement or suggest
a new solution.
 As per the feedback and query, register an enquiry.
 Furnish necessary information & records on the enquiry to quality surveyor & follow up the same with
necessary support to prepare a tender.

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 Convert the tender into a proposal presentable to the customer with all necessary technical & commercial
offers.
 Follow up the proposal, till finalization with necessary changes as per customer company requirements in a
systematic order.
 On obtaining an order, book the order and handover to Project Management team with all details & details
of the discussions with customer.
 Follow up with project management on a periodic basis to ensure customer satisfaction and give solutions
on customer related concerns, both commercial & technical, which is outside the agreed contract.
 On completion of project, raise customer feedback (on satisfaction report).
 To advise accounts on stages of invoicing, preparation of invoices, delivery of the same, arrange
collections.
 To follow-up the invoices payments up to realization according to the payment schedule and ensure
collection including retention if any.
 To keep & maintain the above process in conjunction with the organization Document control system.
 To get market feedback, customer information, new products/projects & practices in the field & advise
management accordingly for better service to customers and in general interest of the organization.
 To use appropriate marketing tool with self-initiation and as per company requirement and follow company
guidelines on the same.
 Help technical /project management team on sourcing & procuring special products/items.
 Get quotes on regular products and projects from defined principals & suppliers to include in proposal.
 To advise the customers on the organization Services, in accordance with company management Policies,
and commit on the provision of services.
 To commit to the customer on time frame on commencement progress & completion of projects / deals in
consultation with project management team.
 To commit to customer on commercial offers, mode, and schedule of payment in consultation with
management & project management team.
 To commit on changes & variations to projects & commercial offer in consultation with the management &
project management team.
 To demand and order samples, product brochures, marketing tools & services in line with industry
standards.
6.0 RECORDS
6.1 Sales Enquiry Register MSC-QHSEF-45
6.2 Customer Feedback / Survey Form MSC-QHSEF-46
6.3 Invoice MSC-QHSEF-47
6.4 Quotation MSC-QHSEF-48

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