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Bizmanualz Sample from the Business Policies and Procedures Sampler includes

an example policy, procedure, a list of topics, forms and job descriptions

Business Policies and Procedures Sampler


The Business Policies and Procedures Sampler enables you to quickly
produce Office Procedures for your entire business through well-researched
and thorough documents covering thirteen different areas of business.
Writing policies, procedures and office manuals is much easier with
customizable procedures development templates. This manual includes a
wide array of topics including Accounting, Human Resources, Information
Technology, Manufacturing, Production, Security, Disaster, Customer
Service and Sales & Marketing.
US$ 695.00

Includes five (5) modules


1. Introduction and Table of Contents
2. Guide to preparing a well written
manual
3. 111 Policies covering 13 company
functions and 129 corresponding
forms
4. 12 Job Descriptions covering every
position referenced in the manual
5. Complete Index

How to Order:
Online:
www.bizmanualz.com
By Phone: 314-384-4183
866-711-5837

Email:
sales@bizmanualz.com

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Available immediately
(no shipping required)

Sample Policy from Business Policies and Procedures Sample


Customer Service Section: Service Satisfaction

Document ID
CSV103
Revision
0.0
Effective Date
mm/dd/yyyy

Title
SERVICE SATISFACTION
Prepared By
Preparers Name / Title
Reviewed By
Reviewers Name / Title
Approved By
Final Approvers Name /
Title

Print Date
mm/dd/yyyy
Date Prepared
mm/dd/yyyy
Date Reviewed
mm/dd/yyyy
Date Approved
mm/dd/yyyy

Policy:

Customer Service is to contact customers after any repair of


their equipment has been made to assure that the equipment is
working properly and that the customer "feels" that their needs
or concerns have been satisfied.

Purpose:

To outline the follow-up action and sample telephone script to


be used by Customer Service representatives.

Scope:

This procedure applies to all repairs and/or problem resolution


of a customer's system.

Procedure:
1.0
1.1

Post-Service Follow-Up
The Customer Service department shall call customers within ten (10)
business days of when their equipment has been repaired and
returned. The assigned Customer Service rep (CSR) shall use CSV103-

Bizmanualz Sample from the Business Policies and Procedures Sampler includes

an example policy, procedure, a list of topics, forms and job descriptions


1 CUSTOMER SERVICE SATISFACTION REPORT as a conversational
guide and for recording customer comments and observations.
1.2

The call should consist of an introduction of the company, the


customer service representative and the purpose of the call. The
outline of the script should be followed, but the CSR should feel free to
speak in a conversational style by substituting words or phrases as
necessary.

1.3

The length and format of the call should be determined by the


customer's needs and/or desires. The CSR should respond to the
customer accordingly.

1.4

If any of the equipment is not working properly or if the customer has


some concerns, the representative should take the necessary action to
resolve voiced complaints or concerns to the customer's satisfaction, in
accordance with CSV102 CUSTOMER SERVICE CONTACT / COMPLAINT
HANDLING.

2.0
2.1

Satisfaction Reporting

2.2

In the event the CSR does not reach the customer, a message should
be left to indicate that:

Upon completing the call, the CSR shall complete the report, copy any
interested / affected departments or individuals, and file the CSV103-1
in the customer's file.

2.3

The Company is following up on the customer's purchase to ensure


the customer is satisfied with the product/service; and

The customer is to call the Company's toll-free service number if


they have any questions or concerns.

No further follow-up is necessary unless the Customer Service Manager


determines otherwise.

References:

CSV102 CUSTOMER SERVICE CONTACT / COMPLAINT HANDLING

CSV104 POST-SALE FOLLOW-UP

Forms:

CSV103-1 CUSTOMER SERVICE SATISFACTION REPORT

Revision History:
Revisio
n

Date

0.0

2/1/2012

Description of changes
Initial Release

Requested
By

Bizmanualz Sample from the Business Policies and Procedures Sampler includes

an example policy, procedure, a list of topics, forms and job descriptions


FORM:

CSV103-1 CUSTOMER SERVICE SATISFACTION REPORT

Person Calling:

Date:

Equipment Serviced:

Date Returned:

Customer Name:

Telephone:
Yes spoke with:

Contacted:

No left message with:

Telephone Conversation
Opening Message:
1. "Hi, I'm

Initial Customer Feelings


and

Very Happy
Satisfied

we serviced your
last

/ I'm following up to see if everything

Unhappy

was handled correctly and if there is anything that we can do for you.
_____________________________________________________________________________________________________________________
_____________________________________________________________________________________________________________________
Customer comments:

2. "Would you help us by answering the following questions about your service?"

a. "Were you treated courteously?"

Yes

No

b. "Was the

ready when promised?"

Yes

No

c. "Was your

as clean as when you sent it in?"

Yes

No

3. "Is there anything we can do to improve our service?"

4. "Thank you for your time,


. I hope you found our conversation helpful. Please don't
hesitate to contact us if you need (additional) assistance."

Do you feel the customer's feelings towards the Company improved by the end of your conversation?

Approximate time spent talking with customer:


Additional Comments or Follow-up action:
Copy To:_____________________________________________________________________________________

Bizmanualz Sample from the Business Policies and Procedures Sampler includes

an example policy, procedure, a list of topics, forms and job descriptions

Business Policies and Procedures Sampler:


111 Prewritten Policies and Procedures covering 13 different areas!
Accounting
Accounts Payable and Cash Disbursements
Problem Checks
Bank Account Reconciliations
Cash Drawers and Credit Cards
Cash Receipts and Deposits
Check Requests
Check Signing Authority
Chart of Accounts
Capitalization and Depreciation of Fixed Assets
Fixed Asset Control
Invoice Billings and Accounts Receivable
Petty Cash
Unsigned or Partial Payment Checks
End of Period Review & Year Closing
Administration
Board of Directors' & Shareholders' Meetings, Minutes, and
Protocol
Controlling Legal Costs
File and Record Management
Form Development and Forms Manual
Job Descriptions
Mail and Express Services
Management Reporting
Telephone Answering
Travel & Entertainment
Customer Service
Customer Satisfaction Survey
Customer Service Contact / Complaint Handling
Service Satisfaction
Post-Sale Customer Follow-Up
Service Parts Pricing
Warranty and Service Policies
Disaster Management
Disaster Management Plan
Service Agreements, Emergency Services Agencies, and
Community Resources
Centers of Operation
Emergency Notification Procedures
Office and Department Recovery
Engineering:
Drawings and Schematics
Engineering Change/Document Change Control
Labeling
Device Master Record
Operation/Service Manuals
Patents
Preproduction Quality and Planning
Product Design and Development
Product Identification and Safety Hazard Labels

Environmental Management
Environmental Protection
Hazardous Waste Management
Air/Water/Soil Resource Management
Finance and Credit
Account Collection
Bank Loan Applications
Banking Policy and Relations
Business Plans and Forecasts
Customer Credit Approval and Terms
Exercise of Incentive Stock Options
Property Tax Assessments
Release of Financial or Confidential Information
Stock Transactions
Weekly Financial and Six Week Cash Flow Reports
Information Technology
IT Asset Standards
Use of Non-Standard Software
IT Incident Handling
Computer Viruses and Malware
IT User Staff Training Plan
Computer and Internet Usage Policy
E-Mail Policy
IT Support Center
Manufacturing
Assembly Manuals
Bill of Materials
Calibration for Testing and Measuring Equipment
FDA Inspections
ISO 9001 Compliance
Master Parts List and Files
Part Number Designation
Serial Number Designation
Quality Control for Finished Goods
Quality Audit Procedures
Corrective Action
Personnel
Americans with Disabilities Act
Drug Free Workplace
Employment Policies
Employee Hiring and New Employee Orientation
Family and Medical Leave Act
Health Care Benefits
Paid and Unpaid Time Off
Pay and Payroll Matters
Performance Appraisals and Salary Adjustments
Resignations and Terminations
Sexual Harassment
Training/Tuition Reimbursement
Workplace Rules & Guidelines
Workplace Safety

Bizmanualz Sample from the Business Policies and Procedures Sampler includes

an example policy, procedure, a list of topics, forms and job descriptions

Sales & Marketing


Collection of Sales Tax
Copyrights and Trademarks
Marketing Plans
Model Number Designation
Public Relations
Return of Goods from Customers
Sales Leads
Sales Order Entry
Sales Training
Trade Shows/Exhibits

Security Operations
Intrusion Protection
Physical Security
Personnel
Guard Force Management
Electronic Countermeasures
Executive Protection
Shipping, Purchasing & Inventory Control
Packaging, Storage and Distribution
Physical Inventory
Purchasing
Receiving, Inspection, and Stocking of Parts and Materials
Shipping and Freight Claims
Vendor Selection, Files, and Inspections

129 Corresponding Forms and Records


Accounting
Bad Check Notice
Sample Bank and Book Balances Reconciliation to Corrected
Balance
Daily Cash Report
Daily Log
Check Request
Check Signing Authority Log
Sample Company Account Codes
Capital Asset Requisition
Asset Disposition Form
Sales Order
Invoice
Accounts Receivable Write Off Authorization
Petty Cash Journal
Administration
Notice of Stockholders' Meeting (Example)
Waiver of Notice of Stockholders' Meeting (Example)
Authorization of Proxy to Vote Shares (Example)
Minutes of Stockholders' Meeting (Example)
Minutes of Board of Directors' Meeting (Example)
Master File Index
Record Retention Guideline
Form Printing Request
Job Description
Department Reporting Summary
Travel Arrangements Form
Travel and Miscellaneous Expense
Entertainment and Business Gift Expense Report
Customer Service
Customer Satisfaction Survey
Customer Service Contact
Customer Service Log
Customer Service Satisfaction Report
Post-Sale Satisfaction Report
Limited Warranty
Disaster Management
Disaster Management Plan Test
Emergency Services and Related Agencies List
Employee Personal Profile
Chronological Log of Emergency Events
Recovery Worksheet
Restoration Worksheet
Resumption Worksheet
Reconstruction Worksheet
Disaster Recovery Log

Engineering
Request for Engineering Action
Engineering Change Notice/Document Change Control
Approval Form for Labels and Labeling
Device Master Record Contents
Device Master Record Index (Example)
Device Specification (Example)
Design Completion Checklist for Electromechanical Devices
Design Completion Checklist for Non-Electromechanical
Devices
Finished Product Release
Product Design Review Checklist
Product Identification Label (Example)
Product Safety Hazard Label
Environmental Management
Hazardous Waste Determination Checklist
Hazardous Waste Determination Sheet
Compliance Self-Inspection Checklist
Environmental Management Action Plan
Finance & Credit
Accounts Receivable Collection Control Form
Credit Application
Request for Credit Approval
Credit Inquiry
Stock Option Exercise Letter (Sample)
Payroll Deduction Stock Purchase
Stock Issuances Journal
Stock Transfer Ledger
Weekly Financial Report
Six-Week Cash Flow Report
Information Technology
Asset Standards List
Asset Configuration Worksheet
Asset Standards Exception Request
Non-Standard Software Request
IT Incident Report/Response Form
IT Training Requirements List
IT Training Log
Sales & Marketing
Returned Goods Authorization
Customer Returns Database
Sales Lead Tracking Form
Trade Show Worksheet
Trade Show Checklist
Trade Show/Exhibit Supply Checklist
Equipment Request Form Inventory

Bizmanualz Sample from the Business Policies and Procedures Sampler includes

an example policy, procedure, a list of topics, forms and job descriptions


Manufacturing
Bill of Materials form (Sample)
Calibration Record
Triggers and Decision Points for GMP Inspections
Excerpts of the FDA Two-Track GMP Inspection Strategy and
Compliance Program
Master Parts List
Part Number Record
Quality Audit Checklist
Corrective Action Request

Sales & Marketing


Returned Goods Authorization
Customer Returns Database
Sales Lead tracking Form
Trade Show Worksheet
Trade Show Checklist
Trade Show/Exhibit Supply Checklist
Equipment Request Form Inventory
Show Registration
Trade Show/Exhibit Summary

Personnel
Drug-Free Workplace Policy Agreement
Personnel Requisition
Employment Application
Employment Interview Questions Chart
Personnel Change Notice
Company Policy and Procedure Acknowledgement
Absence Request
Biweekly Timesheet
Employee Self-Appraisal
Performance Appraisal
Request for Training
Safety Suggestion
Workplace Safety Self-Inspection Checklist
Workplace Safety Action Plan
General Workplace Safety Rules
List of Hazardous Chemicals and MSDS Index

Security Operations
Employee Hiring Packet Checklist
Key Issue/Policy
Special Incident Report Form
Guidelines for Selecting an Alarm System/Vendor
Shipping, Purchasing & Inventory Control
Shipping Log
Inventory Sheet
Purchase Requisition
Purchase Order
Purchase Order Log
Purchase Order Follow-Up
Receiving Log
Receiving and Inspection Report
Inventory Inspection Levels
Approved Vendor List
Approved Vendor Notification
Vendor Survey Form
Vendor Performance Log
Nonconformity Report

Job Descriptions:

A complete job description is included for each of the 12 positions referenced in the
Business Polices and Procedure Sampler. Each position includes a summary description of the position, essential
duties and responsibilities, organizational relationships, a list of the procedures where the position is referenced,
specific qualifications, physical demands of the position, and work environment.
Accounting Manager
Chief Financial Officer (CFO)
Customer Service Manager
Director of Quality

Engineering Manager
Inventory Control Manager
IT Manager
IT Security Manager

Manufacturing Manager
Production Manager
Quality Manager
Sales Manager