CS-P07 - Sales & Marketing Proceduce Backup

CSL TECHNOLOGIES (M) SDN BHD
Ref. No.
Revision No.
Effective Date
Page
LRC TECH (M) SDN BHD

SALES & MARKETING PROCEDURE
CS-P07
01
1/3/2011
1 of 6
REVISION HISTORY
Rev
No.
00
01
Effective Date
01/11/2010
01/03/2011
Affected
Page
All
4
Change Descriptions
Reviewed
By
Approved
By
New Issue
P1 Sales Procedure
Document Distribution Acknowledgement:

Dept. /
Position
Business
Development
Director
Admin
Sales &
Marketing
Design
Production
R&D
Acknowledge
ment
Date
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Ref. No.
Revision No.
Effective Date
Page
CS-P07
01
01/03/2011
2 of 6
Note: The details and the reason of change are documented in the Revision History state above and file at
DCC.
1.0
PURPOSE
The purpose is to describe the process to handle general sales, project sales and
walk-in sales; and the order processing after received customers purchase order,
handle customer complaint process, thus enhancing customer satisfaction.
2.0
SCOPE
This procedure applies to the all sales and marketing process includes customer
complaint concerning products and services and evaluation of customers feedback
to CSL Technologies (M) Sdn Bhd and LRC Tech (M) Sdn Bhd.
3.0
DEFINITION
PO = Purchase Order
PR = Purchase Requisition
DN = Delivery Note
P1 Sales = Walk-in Sales
SM = Sales & Marketing Manager
SE = Sales & Marketing Executive
SC = Sales & Marketing Clerk
THIS IS AN UNCONTROLLED COPY OF A CONTROLLED DOCUMENT PRINTED

4.0
4.1
Ref. No.
Revision No.
Effective Date
Page
CS-P07
01
01/03/2011
3 of 6
PROCEDURE DETAILS
SALES & ORDER PROCESS
Process Flow
Description
Formulates
Marketing Strategy
Meet Prospective
Customer
Follow up Sales
Enquiry
Prepare
quotation/proposal/
tender
Documents /
Ref.
Personn
el
- SM formulates marketing
strategies and determines the
channels used to reach targeted
customer, generating prospective
enquiries and sales leads.
- SM
- Scheduling of an appointment to
meet prospect to conduct
presentation aimed to discuss
prospects needs and propose a
solution plan to fulfill it.
- SM / SE /
SC
- SM / SE / SC will follow up on
prospects enquiry.
- Discuss prospects needs and
propose a solution plan to fulfill it.
- SM / SE /
SC
- Quotation and relevant

installation plans are prepared
and drafted by SM / SE and
approved by Director before
submitted to the prospect for their
review, consideration and
feedback.
- Quotation
proposal/ tender
Request Production
to prepare sample
If sample required by client,

request from Store / Production to
produce.
- Sample
Requisition Form
(CS-F39)
- SM /SE
Production
Manager
Sales
Confirmation
?
On a negative confirmation, SM /
SE will request for feedback from
prospect by filling up the feedback
form for future improvement.
- Customer
Satisfaction
Survey Form (CSF12)
- SM / SE
Sample
Need?
YES
NO
YES
NO
Feedback
See Overleaf
- SM / SE
-Director

Continued from previous page
Type of
order ?
P2
Request
LA/PO &
Deposit
Check
stock?
Ref. No.
Revision No.
Effective Date
Page
CS-P07
01
01/03/2011
4 of 6
P1 Sales / Cash Sales

- For cash sales / walk-in sales,
without PO, Cash Sales shall be
generated directly.
- PO
- Cash Bill
Check stock availability against

inventory, if stock insufficient,
Confirmation Order, Job sheet,
Production Advise will be
generated.
- Confirmation
Order (CS-F19)
- Job Sheet (CSF41)
- Production
Advise (CS-F18)
- Arrange transportation for

delivery / inform customer for self
pickup.
- SM / SE /
SC
- DO
-Collect payment from customer.
NO
YES
Project
Dept.
CS
P1
Production
Generate
Cash
Sales
Site
Verification
P2 Sales
- SM / SE / SC in-charge will
proceed by requesting Letter of
Award / PO and deposit payment
form the customer.
Pickup /
Delivery
- The SM / SE / SC will then

submit the relevant documents
(Letter of Award, PO, Temporary
Receipt, Drawing and Work
Program) to Project Department.
Claim &
Payment
- The SM / SE / SC will submit

Schedule, Shop Drawing, BQ and
Work Program to Site Department
for site verification.
- Site Manager will schedule a site
visit to customers premise with a
Site Coordinator to explain and
confirm site installation plans.
- After verification of any claims
(monthly Claim, Final Account) by
Site Department, Site Manager
responsible to collect back those
claims payment from customer.
- Site Manager responsible for the
collection of the retention fee after
defect liability or warranty period.
- PO
- Shop Drawing
- BQ
- Project Claim
Form (CS-F14)
- SM / SE /
SC

4.2
CS-P07
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HANDLING OF CUSTOMER COMPLAINT
Process Flow
Description
NO
Complaint
valid?
Reply to
customer
YES
Evaluation & Analysis
Decision proposal &

handling
Approve for solution
Reply to customer
Satisfy
Need of Corrective
Action
Documents
/ Ref.
- Receive complaint from customer,

verbal or written.
Receive Complaint
Not Satisfy
Ref. No.
Revision No.
Effective Date
Page
- First evaluation and classification

validity of complaint.
Personnel
- SM /SE / SC
- NCR (CS-F11)
- SM /SE / SC
- Collect sample from customer site if

necessary.
- Investigating & analysis the nature of
complaint.
- NCR (CS-F11)
- Responsible
person
- Responsible person to make

recommendations and proposal.
- NCR (CS-F11)
- Responsible
person
- Approve the solution of complaints.
- NCR (CS-F11)
- MR /
Director
- Contact to customer about findings

of the complaint.
- Repeat the process, if customer
would not accept the result.
- NCR (CS-F11)
- SM /SE / SC
- Determine the need of corrective

action by compiling & analyzing all the
complaints received quarterly.
- Corrective action will be taken if the
nature of complaint repeated for 3
times consecutively.
- MR to compile & report customer
complaint in management review.
- Refer to
Corrective &
Preventive
Action Process
- HOD / MR
- Complaint registration for valid

complaint.

4.3
Ref. No.
Revision No.
Effective Date
Page
CS-P07
01
01/03/2011
6 of 6
EVALUATION OF CUSTOMER SATISFACTION
Process Flow
Description
Identify
Targeted Customers
Carry out survey on

listed Customers
Analyze feedback
and prepare report
Reviewed by
Management
Any Actions
needed?
YES
NO
Documents /
Ref.
Personnel
- A list with targeted customers is

defined, which will be 20 top
customers based on sales turnover
picked from current customer
database.
- Director should review & approve.
- List of targeted
customers
- SM
- Customer Survey Form is sent out

to every listed customer, which shall
cover the customer feedback on the
areas of Customer Service, Product
Quality, Delivery & etc.
- Customer
Satisfaction
Survey Form
(CS-F12)
- SM /SE / SC
- SM shall analyze the customers

feedback and summarize the survey
findings.
- Records of complaint shall be
assessed & analyzed as well.
- Report shall be prepared for
Management Review.
- Refer to
Handling of
Customer
Complaint
- SM
- Based on the findings, Director

shall determine any actions needed
for continual improvement.
- If deem necessary, CA / PA shall
be taken to resolve any NC found or
tendency of customers
dissatisfaction.
- CAR / PAR
- Director
- Director
- Refer to
Corrective &
Preventive
Actions
CA / PA
Keep Record
- Records are kept for a specified

retention period.
- SM

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What is the purpose of the sales and marketing procedure?

What is the purpose of the sales and marketing procedure?

What are the steps involved in handling customer complaints?

What are the steps involved in handling customer complaints?

CSL TECHNOLOGIES (M) SDN BHD

LRC TECH (M) SDN BHD

Document Distribution Acknowledgement:

CSL TECHNOLOGIES (M) SDN BHD

LRC TECH (M) SDN BHD

THIS IS AN UNCONTROLLED COPY OF A CONTROLLED DOCUMENT PRINTED

CSL TECHNOLOGIES (M) SDN BHD

LRC TECH (M) SDN BHD

- Quotation and relevant

If sample required by client,

THIS IS AN UNCONTROLLED COPY OF A CONTROLLED DOCUMENT PRINTED

CSL TECHNOLOGIES (M) SDN BHD

LRC TECH (M) SDN BHD

Continued from previous page

P1 Sales / Cash Sales

Check stock availability against

- Arrange transportation for

- The SM / SE / SC will then

- The SM / SE / SC will submit

THIS IS AN UNCONTROLLED COPY OF A CONTROLLED DOCUMENT PRINTED

CSL TECHNOLOGIES (M) SDN BHD

LRC TECH (M) SDN BHD

HANDLING OF CUSTOMER COMPLAINT

Evaluation & Analysis

Decision proposal &

Approve for solution

- Receive complaint from customer,

- First evaluation and classification

- Collect sample from customer site if

- Responsible person to make

- Approve the solution of complaints.

- Contact to customer about findings

- Determine the need of corrective

- Complaint registration for valid

THIS IS AN UNCONTROLLED COPY OF A CONTROLLED DOCUMENT PRINTED

CSL TECHNOLOGIES (M) SDN BHD

LRC TECH (M) SDN BHD

EVALUATION OF CUSTOMER SATISFACTION

Carry out survey on

- A list with targeted customers is

- Customer Survey Form is sent out

- SM shall analyze the customers

- Based on the findings, Director

- Records are kept for a specified

THIS IS AN UNCONTROLLED COPY OF A CONTROLLED DOCUMENT PRINTED

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