Customer Related Process
1.0 Purpose
1.1 To establish a procedure to determine, review and communicate the requirements related to the product and service.
2.0 Scope
This procedure is applicable to all the customer requirements by AAG Land Survey
3.0 Responsibility
3.1 General Manager
3.2 Management Representative
4.0 Procedure
Determining the Customer Requirement
4.1 The Management Representative approaches the customer at regular intervals to determine the requirements in the work categories within the scope of service provided by AAG Land Survey.
4.2 The requirements of customers are determined when there is a call for tender from the customer.
4.3 Management Representative collects the tender form and forms a team to review the tender.
4.4 The review team consists of Management Representative and Head of Deapartments.
4.5 The team collectively determines the contract requirements, equipment requirement, adequacy of personnel, need of sub-contractors and suppliers
4.6 A Checklist is prepared to ensure that all the requirements are determined.
4.7 The team members initiates the preparation of documents for the tender according to their expertise in the relevant areas such as sub-contractor / supplier management, material management,
manpower planning etc., and ensures that these activities are time-bound and completed within the specified target date.
4.8 Management Representative is kept informed about the stages of progress during the document preparation.
4.9 Simultaneously, Management Representative sends the tender to approved subcontractors and4.10 On completion of all the documents required for the tender, it is submitted to Management Representative for review.
4.11 Management Representative reviews the tender documents to verify whether all the requirements are addressed and whether the statutory and regulatory requirements are considered or not.
4.12 After the review of the tender documents by Management Representative, it is sent to Chairman for his approval.
4.13 On approval, the tender documents are packed, sealed and submitted to customer on time.
4.14 In case of any clarifications from the customers regarding the tender documents, Management Representative clarifies the same.
4.15 On Award of contract, Management Representative studies the contract before acceptance.
4.16 On acceptance, the Management Representative formalizes the requirements identified during the tendering process.
4.17 The mobilization of equipment and personnel is planned.
4.18 The Operations Coordinator checks the stock requirements for equipment spares and consumables and in case of shortages, the same is procured as per the procedure for Purchasing.
4.19 Contracts with sub-contractors are reviewed and accepted.
4.20 The Administration Manager in consultation with Management Representative arranges for the manpower and the legal formalities like visa, labor cards etc.
4.21 The Management Representative in consultation with the Head of Department ensures the contract QMS and HSE plans are in place.
4.22 The Management Representative in consultation with the Finance Manager finalizes all finance matters and invoicing system.
4.23 The services as per the contract are executed as per the procedure for Service Provision. Amendments / Variations to Contract
4.24 Any amendments / variations to contract is received by Management Representative.
4.25 The amendments / variations are reviewed by the team members who were there at the time of preparation of tender documents.
4.26 After the review, the amended documents are prepared, reviewed and approved by Management Representative.
4.27 The amended documents are sent to customer for their approval.
4.28 The nature of amendments is communicated to all concerned, including suppliers and sub-contractors appropriately.
4.29 Management Representative maintains the records of tender documents, tender review, award of contract and its amendments, if any as per the procedure for Control of Quality Records.
4.30 Management Representative ensures that all the verbal statements from customer are confirmed before acceptance.
5.0 Document / Record Reference
5.0 Tender Documents
5.1 Tender Review
5.2 Amendments / Variations to Contract
1.0 Purpose
1.1 To establish a procedure to determine, review and communicate the requirements related to the product and service.
2.0 Scope
This procedure is applicable to all the customer requirements by AAG Land Survey
3.0 Responsibility
3.1 General Manager
3.2 Management Representative
4.0 Procedure
Determining the Customer Requirement
4.1 The Management Representative approaches the customer at regular intervals to determine the requirements in the work categories within the scope of service provided by AAG Land Survey.
4.2 The requirements of customers are determined when there is a call for tender from the customer.
4.3 Management Representative collects the tender form and forms a team to review the tender.
4.4 The review team consists of Management Representative and Head of Deapartments.
4.5 The team collectively determines the contract requirements, equipment requirement, adequacy of personnel, need of sub-contractors and suppliers
4.6 A Checklist is prepared to ensure that all the requirements are determined.
4.7 The team members initiates the preparation of documents for the tender according to their expertise in the relevant areas such as sub-contractor / supplier management, material management,
manpower planning etc., and ensures that these activities are time-bound and completed within the specified target date.
4.8 Management Representative is kept informed about the stages of progress during the document preparation.
4.9 Simultaneously, Management Representative sends the tender to approved subcontractors and4.10 On completion of all the documents required for the tender, it is submitted to Management Representative for review.
4.11 Management Representative reviews the tender documents to verify whether all the requirements are addressed and whether the statutory and regulatory requirements are considered or not.
4.12 After the review of the tender documents by Management Representative, it is sent to Chairman for his approval.
4.13 On approval, the tender documents are packed, sealed and submitted to customer on time.
4.14 In case of any clarifications from the customers regarding the tender documents, Management Representative clarifies the same.
4.15 On Award of contract, Management Representative studies the contract before acceptance.
4.16 On acceptance, the Management Representative formalizes the requirements identified during the tendering process.
4.17 The mobilization of equipment and personnel is planned.
4.18 The Operations Coordinator checks the stock requirements for equipment spares and consumables and in case of shortages, the same is procured as per the procedure for Purchasing.
4.19 Contracts with sub-contractors are reviewed and accepted.
4.20 The Administration Manager in consultation with Management Representative arranges for the manpower and the legal formalities like visa, labor cards etc.
4.21 The Management Representative in consultation with the Head of Department ensures the contract QMS and HSE plans are in place.
4.22 The Management Representative in consultation with the Finance Manager finalizes all finance matters and invoicing system.
4.23 The services as per the contract are executed as per the procedure for Service Provision. Amendments / Variations to Contract
4.24 Any amendments / variations to contract is received by Management Representative.
4.25 The amendments / variations are reviewed by the team members who were there at the time of preparation of tender documents.
4.26 After the review, the amended documents are prepared, reviewed and approved by Management Representative.
4.27 The amended documents are sent to customer for their approval.
4.28 The nature of amendments is communicated to all concerned, including suppliers and sub-contractors appropriately.
4.29 Management Representative maintains the records of tender documents, tender review, award of contract and its amendments, if any as per the procedure for Control of Quality Records.
4.30 Management Representative ensures that all the verbal statements from customer are confirmed before acceptance.
5.0 Document / Record Reference
5.0 Tender Documents
5.1 Tender Review
5.2 Amendments / Variations to Contract
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