SERVICE MANUAL

1. INTODUCTION
BLIL is a sister concern of PRAN- RFL GROUP WITH A VISION TO BE THE LEADING
MANUFACTURER AND PROVIDER OF ALL TYPES OF LIFTS( I.E PASSENGER, CAR, CARGO, FORK
AND HOSPITAL), AIR CONDITIONER, GENERATORS AND SPARES TO CURVE OUT NICHE OF ITS
OWN IN THE DOMESTIC AND GLOBAL MARKET BY WORKING IN HARMONY WITH THE
CUSTOMERS,PRICIPALS,WORKERS AND EMPLOYEES.
In order to achieve the Companys objective and to practice a corporate culture in the company,
the Board of Directors formulated this Service Manual. It is expected that all employees will go
through this carefully and comply with all the instructions strictly. The Service Manual may be
amended and appended by the Board of Directors as and when the time and circumstances
demand.
The Mission is to be accomplished under the group quality policy mentioned as under:
QUALITY POLICY

Commitment to performance is our Mission with responsibility, dedication, loyalty and

involvement to the best of our ability.

We conduct our business through a continuous process of quality improvement, keeping in mind
the following salient points:

a. Understand fully the needs (product and service) of customers.

b. Meets the needs of customers to the best of its ability with a total and absolute
commitment to the highest achievable quality.

BLIL follows International Quality Management System to ensure that the intended levels of
quality are achieved and maintained. It is BLILs goal to achieve customers satisfaction by
ensuring consistent quality in product and service.

BLIL will strive hard for Total Quality Management and continuous quality improvement through
reduction, elimination and prevention of quality problems. All employees of BLIL must follow
documented system. BLIL will provide employees with adequate training, resources, access to
management and support organization to ensure that every employee is developed to his/her
full potential.

The Group believes that a proper combination of Human Resources and Technology can lead to
ultimate success.

The work environment at PRAN-RFL Corporate office, other offices and enterprises is fair,
disciplined, enjoyable and conducive to personal growth of the employees. Employees through
their hard work, behavior, mannerism and attitude are expected to make their own positive
contribution to this end and also to nourish the following culture:

COMPANY CULTURE:
 1. RESPECT OF Value:
a. To be a better human being.
b. To have mutual respect for each other.
c. To respect all our customers, principals and people we interact with.
d. To maintain office decorum and chain of command.

2. Morale and Ethics:

a. To maintain integrity and ethics at all levels of work

b. Not to indulge in any activity detrimental to the company and society as a whole.

PURPOSE: The purpose of BLIL activities are as follows:

INSIDE OUT:

We do importing, selling, installing and maintenance of the following:

1. Procurement of various types of Lifts, Installing and their maintenance.

2. Procurement of Generators, Installing and their maintenance.
3. Procurement of Air conditioners, Installing and their maintenance.
4. Procuring various essential Spares of Lifts, Generators, ACs, their Installing and maintenance.

OUTSIDE IN:

1. To facilitate, make possible and extend support for meeting requirements of our customers.
2. To facilitate, make possible and extend support to our customers and principals to develop
market and generate business.
3. To facilitate, make possible and extend support to our management to generate profit for the
company.
4. To facilitate, make possible and extend support to our employees to improve quality of life.

ORGAN GRAM AND CHARTER OF DUTIES: Are being issued separately.

WORKING ENVIRONMENT:

The Group offers an excellent working environment in the office, factories, installations and
promises to continue working as a competent team driven by common goals, strong philosophy of
loyalty, commitment and common understanding. All employees must treat among themselves
with courtesy and maintain chain of command as well as team work with mutual trust and
respect.

WORK WEEK:

Working hours are normally from 0900 hours to 1700 hours on Saturday through to Thursday.
However, one must not leave the office or place of duty, keeping days work unfinished or
pending. He/ she will stay and attend to duties inside or outside the office as long as the same
demands. FRIDAY is Weekly Holiday.
 LUNCH BREAK is for half an hour any time between 1300 hours to 1530 hours.

ATTENDENCE:

1. All employees have to be present in place of duty before 0900 hours daily.

2. All employees will wear ID Cards during office hours.

3. All employees will have to punch the attendance while entering and leaving the office to
ensure their presence. Salary will be prepared based on their presence in the office at the end of the
month.

4. LATE ATTENDENCE in the office will be dealt with as per the company RULES AND
REGULATIONS as described in PARAGRAPH 4.8.1&2

5. Everyone have to put on the dress as per Dress Code of the company:

DRESS CODE OF THE COMPANY:

All MALE employees of BLIL except security guards will put on the following dress:

1. Shirt: Tucked in blue formal shirts (single colored preferably full sleeved).
2. Trouser: Single colored dark formal trousers, preferably black. No jeans, Cord etc are permitted.
3. Shoe: Leather shoe, preferably black. No Cades, slippers are allowed unless prescribed by
doctors on medical reasons.
4. Tie: All Executives and above are expected to put on tie.

All FEMALE employees will put on the following dress:

1. Dress: Blue colored Shari or Sallower- Kumis- Orna.

2. Shoe: Any decent shoe/ slipper.

SECURITY GUARDS:

1. Shirt: Blue colored full sleeved tucked in shirts with name tag and whistle cord.
2. Pant: Black colored dark trousers.
3. Shoe: Black Boots with socks.
4. Belt: Web belt.
5. Cap: Company approved barrette/ cap.

HOLIDAY LUNCH ALLOWENCE: Will be as per paragraph 2.13.1 to2.13.3.of Service rule of the
company.

OTHER ALLOWENCES: Will be as per paragraph 2.14.1 to 2.14.3 of Service rule of the company.

HOLIDAYS (FESTIVAL): All Employees shall be allowed holidays as per public holiday notification per
calendar year with full wages.
 SALARY: Monthly salary is calculated based on attendance. HR Department takes a print out of daily
attendance status of all employees for the month and submits the same to the Accounts
Department, who prepares the salary sheet based on the attendance status of the individual. Salary
structure of our company is at paragraph 2.12 of employees service rule of the company.

OFFICE NORMS:

1. Smoking is not allowed in office premises.

2. All employees should be habituated in keeping their working desk neat and tidy. Employees
should also avoid stacking files and papers on their desk and side tables. All files should be kept in its
proper place before leaving the office and these should be done by themselves.

3. All employees should perform their daily work efficiently and should not keep any work pending
for the next day.
4. Employees should be careful about checking their stationery, equipments etc before leaving the
office and all these items should be kept under lock and key at the time of departure.
5. All employees should be careful about their official status (according to the Corporate
offices/Companys Organ gram and seniority) and they should approach each other accordingly.
Everyone must abide by the office decorum. Juniors should respect the seniors. Seniors should
also respect juniors and behave affectionately with them.
6. Without any official work, movement of employees to outside office, even to offices of sister
concerns are restricted. If anyone needs to go out of office, he/ she must obtain consent of the
Section/Department Heads or concerned authorities.
7. All personnel must fill in and sign the MOVEMENT REGISTER before going out of the office.
8. Since most of the employees have been provided with computers, individual official
correspondences must be done individually.
9. News paper reading, unnecessary gossiping on irrelevant subjects at the office hours are
prohibited.
10. For any office equipment, stationery or services, personnel should contact the Administration
Department. They must submit requisition to the Administration Department by filling in the
requisition form duly approved by their respective department/section heads.
11. All employees must inform their respective Reporting Officers before leaving the office.

RECEIVING GUESTS:

1. All visitors must be attended at the Reception/ Visitors Room. Only Director and COOs
/Department Heads may bring in guests in their office duly entered in the visitors register and
after issuing a visitor card by the reception.
2. It is advisable to receive visitors at the Reception and see them off after meeting is over.
3. Personal guests are discouraged to visit office during office hours.
4. No visitor, irrespective of being a guest or a customer is allowed to enter into the main floor.
HANDLING OF OFFICE EQUIPMENTS: The authorized person deputed by the Administration Department
will handle all office equipments. All employees should have a caring attitude and feelings that The
Companys assets are their own assets whenever using and maintaining those.

COMMUNICATION: All Communications are to be made in Bengali and English as per the needs of the
person or the organization to whom it is delivered. One has to ensure that all correspondence whether
in Bengali or English are correct, brief and clear. This speaks/ reflects on the impression of the
Organization.

USE OF TELEPHONE/ MOBILE:

1. Conversation over telephone/ mobile should be as short as possible and every person should
be well acquainted with the procedure of handling these, so that important messages/
information may noted down in telephone log book.
2. Only the Seniors (Department/ Section Heads )or the authorized persons in their absence are
allowed to make overseas calls to their Principal/ Supplier.
3. Telephone conversation from the Reception is prohibited whether in presence or absence of
the Operator. Only authorized persons are allowed to handle PABX System.
4. Employees must discourage incoming of personal calls during office hours unless it is very
essential.

FAX and E-Mail:

1. All Fax and E-mail messages must be replied properly and promptly,(same day).
2. Fax and E-mail communication must be precise and to the point.
3. In Fax and E-mail messages country code should be checked and ensured by the sender prior to
transmission.

INFORMATION FROM INTERNET: Except the authorized personnel, internet browsing is not permitted to
employees. However, if any internet research/ browsing are required by any one, he/she should seek
permission from the concerned authority for a particular period. No personal use of browsing is allowed
in the office.

LETTERS:

1. All Incoming letters must be attended according to the need of the case, preferably with in the
same day, but not later than the next day of receipt of the letter.
2. All correspondences must be checked properly for spelling, grammatical errors prior to making
the final print.
3. All incoming letters must be received at the front desk with the received seal, date, giving serial
numbers and entered in the register. Letters addressed to department/section/ by name should
be received by them, entered in their respective department/section/ individual registers after
signing in the register of the front desk and take action on these accordingly. The outgoing letters
will be given dispatch number, entered in the outgoing registers and dispatched through
designated courier service.
 4. All overseas correspondences must be signed by the Director or Department/ Section Heads.
5. All employees should act or conduct their activities in such a manner that there should not be
any communication gap between our employees and our Principals, Customers or Suppliers.

MOBILE PHONES: To keep pace with updated communication trend and the market demand, the
company provides mobile phones to the employees in different positions in keeping with priority of their
needs. Mobile phone facility is not a matter of right. It is the prerogative of the authority to decide who
is to be given mobile phone in the interest of the company. Employees provided with mobile sets and
Sims have to be responsible for the loss or damage of the same for at least two years. The phone Serial
and IM Number must be kept in office records.

JOB DESCRIPTION/ JOB RESPONSIBILITY:

1. The Management will provide job description for each position. All employees must follow their
responsibilities according to job description and performance assessment/ evaluation will be
based on their job description.
2. Job description can be changed as and when required depending upon the situational demand.
3. Each Department Head will prepare job description for individual officer/ staff working under him
and hand over the same to them with the instruction to strictly perform their responsibilities
according to job descriptions. Copies of the same will also be given to the HR Department for
preservation.
4. All Personal Files of respective departments will be maintained in the HR Department.

CUSTOMER SERVICE: Since the GROUPs business is Import, Marketing/Sales and after sales Service/
Maintenance, customer service plays the most imp/ortant role in our business and overall development
of the company under the group as well as its employees. All employees must extend the best possible
service to their prospective or existing or new customers and there should not be any communication
gap between our customers and us.

ADMINISTRATIVE RULES AND REGULATIONS:

SAFETY AND HEALTH

All employees should be aware of safety and health for uninterrupted and smooth functions of the
company. Employees, who are smokers, must smoke only in the specified area outside the office.
Employees should be aware of accident from fire and any injuries that are caused from hazardous acts
and conditions. Employees have the responsibility to report immediately to the Administration
Department if any unsafe conditions appear to him.

ADDRESS:

All personnel must keep their present address and telephone/ mobile number together with the
permanent address and emergency contact details with the HR Department. In case of any change of
permanent address or telephone / mobile number, must be informed to the HR Department within
3(three) days.
DRESS CODE:

Dress must be clean, presentable and in the accepted style that builds Groups reputation on sober
professional image. All male/ female employees must put on the dress as per Company policy.

RECRUITMENT POLICY:

Whenever there is requirement of personnel in any Department/ Section, Requisition is put up to the
Management for approval in Requisition form provide by the company. Specimen of Requisition Form is
attached separately as Annexure-A. Once approved by the Management, the requirement is sent to the
HR Department. HR department send Advertisement either through News papers or bdjobs giving detail
requirement of the candidate. After scrutinizing all the Applications received, potential candidates are
called for written examination (if necessary) and interview through a Board of Officers. Selection Board
short lists few best candidates and arranges a final selection by another Board headed by the Director
and finalizes the candidates. Selection is done by the Board based on candidates performance as per
score sheet attached separately.

Selected candidates are issued with Appointment Letters along with an Acceptance Forms are attached
as ANNEXURE-B & C.

PROBATION PERIOD AND CONFIRMATION:

An employee shall undergo a period of probation for 6 (Six) months from the date of joining. At the end
of the probation period, an employee may be confirmed in ones position. Without having a positive
recommendation from the Reporting Officer, ones probation period may be extended for further
observation or terminated if found unsuitable. Specimen of Confirmation Format and Confirmation
letters are attached separately. However, probation period may also be reduced, if the employee proves
efficiency at any stage of the probation period.

TRANSFER:

The Company may transfer any employee to the other department/ section or to the other office located
in different areas according to situational demand.

JOB ROTATION:

The company may place an employee in permanent or temporary basis at different tasks or in different
areas of work in order to diversify their activities and to enrich ones experience and learning new skills
while providing breaks from possible monotony and offset the occurrence of boredom.

TERMINATION:

The company can terminate the employment of any permanent /temporary employee at any time during
his/her service with giving a notice period as per the Terms and conditions of Appointment letter.
In case of self termination, a permanent employee or an employee in probation period must give a
notice as the Terms and Conditions of Appointment letter.

DISCHARGE;

An employee can be discharged from his/her service for physical or mental incapacity, continuous illness
health or for poor performance.

In case of discharge from service, an employee will get his/ her fringe benefits according to
compensation and benefit rules of the company.

DIMISSAL:

The company may dismiss an employee from his/her service for his/ her serious misconduct and/or
willful violation of companys Rules and Regulations, after an enquiry conducted by the company.

If an employee is dismissed, he/she will not be given the fringe benefits offered by the company.

DISCIPLINARY ACTION:

An employee violates any official rules and regulations of the company in written or unwritten form,
he/she would face an Administrative action after being given a warning notice in oral or written, final
written( depending on seriousness of the offence) or a show cause notice to the employee with time
limits for self defense him / her against the offence arisen before him/ her.

The Management will then conduct a quick investigation and based on the investigation report,
necessary disciplinary actions like suspension, stoppages / forfeiture of increment or any sort of financial
penalty, dismissal, termination etc will be imposed.

LEAVE RULES: As per Employees Service Rules and Regulations of the company.

COMPENSATION PACKAGE & OTHER BENEFITS: As per Employees Service Rules & Regulations of the
company.

INCREMENT AND PROMOTION:

1. The corporate office / company will review the performance of employees and grant increment/
promotion to them at the beginning of a calendar year upon his/her performance in the previous
year.
2. For appraising the performance and granting increment/ promotion, Performance Appraisal in the
prescribed Appraisal Form, attached as Annexure-D is obtained from the respective Reporting
Officer/Department/ Section Heads and accordingly grades of increment s will be fixed.
3. The Points considered for appraising performance of an employee are mentioned in the Appraisal
Form.
4. During increment, an employee is informed about his/her shortcomings/ weaknesses and advise
him / her to improve as desired by the company.
5. Promotion of an employee depends upon the overall performance (previous job performance, past
records etc) of the employee.

BONUS:

Rules/ system of Bonus in the company are mentioned in PARA-2.1 of Employees Service Rules and
Regulations of the company.

INCOME TAX: All employees drawing monthly remuneration package of more than Taka 15, 000.00 per
month will have to pay Income Tax as per company rules.

DISCIPLINARY RULES:

NECESSITY:

1. To set standards for the employees for observing rules and procedures as per needs of the Group.
2. To control undesirable/unbecoming behavior of the employees.
3. To take measures when reasoning fails.
4. To apply disciplinary rules uniformly for all as corrective measures without deviation.

MINOR MISDEMEANOURS: As described in PARA 4.3.1-13 of our EMPLOYEES SERVICE RULES AND
REGULATIONS.

PUNISHMENTS: As described in PARA 4.3.1-5 of our EMPLOYEES SERVICE RULES AND REGULATIONS.

MAJOR MISDEMEANOURS: As described in PARA 4.4.1-29 of our EMPLOYEES SERVICE RULES AND
REGULATIONS.

PUNISHMENTS: As described in our PARA 4.4.2.1-4 of our EMPLOYEES SERVICE RULES AND
REGULATIONS.

TERMINATION: As described in PARA 4.6 of our EMPLOYEES SERVICE RULES AND REGULATIONS.

FINE: As described in PARA 4.7 of our EMPLOYEES SERVICE RULES AND REGULATIONS.

GENERAL PUNISHMENT:

LATE ATTENDENCE: As described in PARA 4.8.1-5 of our EMPLOYEES SERVICE RULES AND REGULATIONS.

EARLY PACKUP: Vise- Versa of above article will be applicable for early pack up/ leaving office.

REWARD:

For meritorious and commendable service the Management may reward an employee at anytime of the
year. Reward may be in the form of:

1. Letter of commendation.
2. Cash grants.
3. Special Increment.
 4. Any other form the Management decides.

LEAVE AND PUBLIC HOLIDAYS:

LEAVE ENTITLEMENT: As described in PARA 5.1-11 of our EMPLOYEES SERVICE RULES AND REGULATIONS.

MATERNITY LEAVE: As described in PARA 5.2.1-2 of our EMPLOYEES SERVICE RULES AND REGULATIONS.

LEAVE SANCTIONING PROCEDURE: As described in PARA 5.4.1-4 of our EMPLOYEES SERVICE RULES AND
REGULATION.

LEAVE APPROVING AUTHORITY: As per PARA 5.5.1-3 of our EMPLOYEES SERVICE RULES AND
REGULATIONS.

LEAVE ENCASHMENT: As per PARA 5.6 of our EMPLOYEES SERVICE RULES AND REGULATIONS.

PRAN-RFL GROUP-INHOUSE EMPLOYEE WELFARE SCHEME is at Annexure- A of our EMPLOYEES SERVICE

RULES AND REGULATIONS.

TA/DA POLICY of PRAN-RFL GROUP (other than Sales & Distributions Departments of BLIL) is at
ANNEXURE-B of our EMPLOYEES SERVICE RULES AND REGULATIONS.

PRAN-RFL GROUP SCHOLARSHIP SCHEME is at ANNEXURE-C of our EMPLOYEES SERVICE RULES AND
REGULATIONS.

POLICY FOR DEPARTMENTAL COORDINATION AND PROFESSIONAL GROUP MEETINS is at ANNEXURE-E of

our EMPLOYEES SERVICE RULES AND REGULATIONS.

TRAINING POLICY of PRAN-RFL GROUP is at ANNEXURE-F of our EMPLOYEES SERVICE RULES AND
REGULATIONS.