Sales Imsp

ALLENA AUTO INDUSTRIES PVT LIMITED
QUALITYINTEGRATED SYSTEMMANAGEMENT SYSTEM

PROCEDURE
Department :Department: Sales & Marketing
ISSUE NO. : 0043
ISSUE DATE : 01.09.2017 15.01.2010
CONTROLLED COPY Sr. No. :
CONTROLLED COPY HOLDER: OF

ALLENA AUTO INDUSTRIES PVT. LTD
QUALITY SYSTEM PROCEDURE – SALES & MARKETING
Title: Title Cover Page

QSP:COM:I Page 02 of 02 ISO/TSIATF 16949:20092016 Rev. No.: 0001
Clause No.:-- Date: --27/11/2017
Department: Sales & Marketing
QUALITYINTEGRATED
MANAGEMENT SYSTEM
PROCEDURE
Page 2 of 15
Issue Date
Approved By - CMD Compiled by - AMR Issued By - MR Issue No 0304 150127-0111-
201001-09-2017
Title: Title Cover Page

QSP:COM:II Page 01 of 01 ISO/TSIATF 16949:20092016 Rev. No.: 01
Clause No.: 4.2.3 Date: --27/11/2017Rev.
No.: 00
Date: --
S. TITLE QSP NO. PAGE NO.

NO.
1. TITLE COVER PAGE QSP:COM:I:00 1-2
2. TABLE OF CONTENTS QSP:COM:II:00 3
3. REVISION RECORD SHEET QSP:COM:III:00 4
4. LIST OF CONTROLLED COPY HOLDERS QSP:COM:IV:00 5
5. LIST OF ABBREVIATIONS QSP:COM:V:00 6
6. RESPONSIBILITY AND AUTHORITY QSP:COM:01:00 7-9
7. CUSTOMER RELATED PROCESSES QSP:COM:02:00 10-13
8. MONITORING OF CUSTOMER SATISFACTION AND QSP:COM:03:00 14
CUSTOMER SCORE CARD REVIEW
Page 3 of 15
Issue Date
201001-09-2017
Title: Revision Record Sheet

QSP:COM:III Page 01 of 01 ISO/TSIATF 16949:20092016 Rev. No.: 01
No.: 00
Date: --
Issue record:
Issue 01, Issue date: 06-08-2003, As per ISO / TS 16949: 2002 standard
Issue 02, Issue date: 01-11-2005,
Issue 03, Issue date: 15-01-2010, Incorporated changes as per ISO / TS 16949: 20092016 standard
Revision record (In current Issue):
S. Procedure No. Rev. Date of Nature of Amendment

No. No. Rev.
Page 4 of 15
Issue Date
201001-09-2017
Title: List of Controlled Copy Holders

QSP:COM:IV Page 01 of 01 ISO/TSIATF 16949:20092016 Rev. No.: 01
No.: 00
Date: --
Copy Controlled Copy Holder Department

S. No.
1. Management Representative
2. Associated Management Representative Technical
3. Commercial Head Commercial
4. Head of Department Purchase
5. Head of Department Stores
6. Head of Department Receipt Inspection
7. Head of Department Sales & Despatches
Page 5 of 15
Issue Date
201001-09-2017
Title: List of Abbreviations

QSP:COM:V Page 01 of 01 ISO/TSIATF 16949:20092016 Rev. No.: 01
Clause No.:-- Date: --27/11/2017Rev.
No.: 00
Date: --
S.No. Abbreviation Details

1. QSP QualityINTEGRATED MANAGEMENT System Procedure
2. ISO International Organization for Standardization
3. QS / TS Quality System / Technical Specification
4. CMD Chairman & Managing Director
5. Dy. Deputy
6. Asst. Assistant
7. CE Chief Executive
8. DM Divisional Manager
9. FIFO First-In-First-Out
10. COM Commercial
11. PVT. Private
12. GTH Group Technical Head
13. CH Commercial Head
14. Sr. M Senior Manager
15. Mgr. Manager
Page 6 of 15
Issue Date
201001-09-2017
Title: Responsibility & Authority

QSP:COM:01 Page 01 of 03 ISO/TSIATF 16949: 20092016 Rev. No.: 01
Clause No.:5.5.1 Date: --27/11/2017Rev.
No.: 00
Date: --
ORGANIZATION CHART OF SALES AND MARKETING FUNCTION
CHAIRMAN CUM
MANAGING DIRECTOR
GROUP TECHNICAL
HEAD
COMMERCIAL
HEAD
SR. MANAGER
SALES
MANAGER RESIDENT RESIDENT RESIDENT
(DESPATCH
SALES REPRESENT- REPRESENT- REPRESENT-
CONTROL)
(CO- ATIVE ATIVE ATIVE
ORDINATION) WEST ZONE EAST ZONE SOUTH ZONE
ASST. ASST. ASST.

(PAYMENT (BILLING AND (EXCISE
COLLECTION) RECORD RECORDS)
MAINTENANCE)
Page 7 of 15
Issue Date
201001-09-2017

QSP:COM:01 Page 02 of 03 ISO/TSIATF 16949:20092016 Rev. No.: 01
No.: 00
Date: --
1) Commercial Head :
CH is responsible to GTH for
 Order procurement
 Enquiry & order review.
 Feasibility review
 Liaison with customer for approval of drawings, specifications, PPAP and samples.
 Delivery against contracts / orders.
 Collection of Payment.
 Collection of C-form and Local Sales Tax form.
 Compliance of customer commercial and technical requirements.
 Collection of Rejections and Closing of customer complaints
 Maintaining minimum stock levels in warehouse / logistics as prescribed by clients.
 Co-ordination with production
 Arranging of transport for deliveries
 Dealing with excise matters and external audit.
 Monitoring of premium freight.
2) Sr. Manager - Sales & Despatch Control

Sr. Manager - Sales & Despatch Control is responsible to CH for the following activities.
 To despatch material as per the monthly / weekly despatch plan.
 To control and fulfil all the excise related formalities and get record of the same maintained from the
subordinate staff
 To get the excise audits conducted and to make necessary preparations for the same in advance.
 To monitor and control the freight outward expenses.
 To get the sale rejections collected from the transporters / customers and issue of the same to
production shop for necessary analysis / investigations after completing the necessary formalities.
 To remain in touch with Excise Range and division offices to fulfill their requirements and collection of
new notification / procedures.
Page 8 of 15
Issue Date
201001-09-2017

No.: 00
Date: --
3) Manager - Sales Co-ordination
Manager - Sales Co-ordination is responsible to CH for the following activities.
 To check all the new Purchase Orders and Order amendments against the check-list and quotations to
make Contract review check-sheet for all the new orders / rate amendments and to take approval on
the same from Sr. M. and CH.
 To maintain Purchase Order control register.
 To maintain Customer Delivery Schedule register.
 To verify Credit Notes related to Customers and to get the same approved from CH.
 To do internal audit of Sales and Excise Record of Department.
 To control freight outward / transporters’ freight rates.
 To maintain Customer correspondence files, Cost break-up files, Original Purchase Orders and copy of
Sample approval report of the products released by the customers.
 To maintain and monitor record of the reminders to be sent to the customers for which no reply is
received within 10 days.
 To make record of non-conformity receipts (Item and Quantity wise) and to present the same for analysis
and necessary action.
Page 9 of 15
Issue Date
201001-09-2017
Title: Customer Related Processes

Clause No.:7.2 Date: --27/11/2017Rev.
No.: 01
Date: 10.12.04
PURPOSE: To establish a system for customer related processes.

SCOPE: All enquiries / tenders, orders (new / amendments) received at Allena Plants.
DETAILS :
1) NEW ORDERS
1) Marketing receives enquiries for all new products from customers.

2) After receipt of enquiry / tenders, marketing determines the followings:
a) Requirements specified by the customer, including the requirements for delivery and post-delivery activities
(including any after-sales service to be provided as part of the customer contract or purchase order),
b) Requirements not stated by the customer but necessary for specified or intended use, where known,
c) Statutory and regulatory requirements related to the product (includes all applicable government, safety and
environmental regulations, applied to acquisition, storage, handling, recycling, elimination or disposal of materials)
d) Demonstration of conformity to customer requirements for, documentation and control of special characteristics,
e) Any additional requirements.
3) The marketing reviews the new enquiries / tenders for the following requirements:
This review is conducted prior to the organization’s commitment to develop a product for the customer such as
submission of tender / quotation or acceptance of contract:
a) product requirements are defined,
b) the organization has the ability to meet the defined requirements (manufacturing feasibility study includes risk
analysis) &
c) the requirements differing from those previously expressed are resolved
4) The record of review is kept in “Contract Review Check sheet – Commercial”.
5) After review, the marketing submits quotation to the customer.
6) After receipt of order from customer, the marketing does the review as per Sl. No. 3 and also reviews whether the order
requirements are matching with the quotation.
7) The review details are maintained as per sl. No. 4.
8) Orders and delivery schedules of the customers are obtained in writing only. In case of verbal orders, the same is
confirmed before execution of the same.
Page 10 of 15
Issue Date
201001-09-2017

No.: 01
Date: 10.12.04
9) All orders are approved by Sr. M - Sales / CH and are then entered in the order control register.
10) The original copy of the order is retained in sales office and Photostat copy of the same is sent to accounts
for financial accounting.
2) ORDER AMENDMENTS:
a) The amendments in customer orders are reviewed and approved by Sr. M - Sales and CH through
contract review check sheet.
b) Entry of these amendments is made in the order control register and the same is treated as part and
parcel of the original order.
c) The copy of the amendment is sent to accounts and also to the production department wherever there is
a change in technical requirements / part nos. / drawings / modification levels.
3) SALES PLAN:
Sales plan and its subsequent amendments are prepared considering the followings:
a) Purchase Order/ Delivery schedules received from customers.
b) Inventory norms for finished products approved by the Management.
c) Stock position in RG-I and with transporters as on 24 th of the month.
d) The Sales Plan is approved by CH and is released to Production and Materials Department on 25 th of
month for the next month. This plan also indicates the proposed weekly dispatch schedule. Firm weekly
sales & production plans are prepared on every Tuesday for the coming week and copy of the same is
released to MH, ES, Dy. Div. Manager – Production and Manager - Materials.
e) Performance against the same is monitored on every Saturday in the weekly Review Meeting with CMD.
4) UPDATING OF SALES PLANS:
a) Sales against the weekly despatch plans are reviewed on weekly basis and reasons for shortfall in
despatches, if any, are discussed in the weekly Review Meeting on every Saturday.
b) Mgr. - Sales updates the Sales Planning and works out the balance orders to be executed during the
month. Copy of amended sales plan is released to MH, ES, Dy. Div. Manager – Production and Manager
- Materials.
Page 11 of 15
Issue Date
201001-09-2017
5) MONITORING OF PREMIUM FREIGHT PAID

Mgr. - Sales monitors the incidents of premium freight paid either by the customer or by the organization and
maintainsincidents of premium freight paid either by the customer or by the organization and maintain record
of the same in the “Premium Freight Paid Register” and the same is discussed in the management review
meeting.

No.: 01
Date: 10.12.04
6) CUSTOMER COMMUNICATION
Marketing communicates all information to customer through email, letters, fax, etc. and customer specified
language / format wherever specified by customer.
7) LIAISON WITH CUSTOMER FOR APPROVAL OF DRAWINGS, SPECIFICATIONS, PPAP AND

SAMPLES
CH keeps continuous follow-up and liaison with the customers for approval of drawings, specifications, PPAP
and sample approval reports. Entry of these documents is made in the register before forwarding the original
copy of the same to Manufacturing Head for distribution to the concerned person for necessary action.
8) COLLECTION OF PAYMENTS AND RECONCILIATION OF CUSTOMER OUTSTANDINGS WITH
ACCOUNTS DEPARTMENT.
Mgr. - Sales sends the bill wise outstanding to every customer by 5 th of the month and keeps continuous and
regular follow-up for payments. It also prepares the fund flow statement reflecting customer wise complete
outstanding and the week wise payment collection schedule which is reviewed in weekly meeting on every
Saturday.
Marketing Department carries out reconciliation of the customer outstanding with Accounts Department on
quarterly basis and this reconciliation is completed within two months from the end of every quarter.
9) COLLECTION OF C-FORM AND LOCAL SALES TAX FORMS.
Mgr. - Sales collects the statement of outstanding sales tax forms from accounts department and forwards the
same to customers under their covering letter. Follow-up for C forms is made by the Marketing Department by
sending reminders and making personal visits to the customers.
10) COMPLIANCE OF CUSTOMER COMMERCIAL AND TECHNICAL REQUIREMENTS.
Page 12 of 15
Issue Date
201001-09-2017
CH fulfils all the commercial and technical requirements of the customers in consultation with GTH and
Manufacturing Head.
11) COLLECTION OF REJECTIONS AND CLOSING OF CUSTOMER COMPLAINTS
Sr. M. – Sales collects and makes follow-up for despatch of rejections from customers. The material inwarding
formalities for the sales rejections are got completed by the marketing division before its issue to the production
shop for carrying out necessary investigations and to plan for corrective and preventive actions.

Clause No.: 7.2 Date: --27/11/2017Rev.
No.: 01
Date: 10.12.04
The PNCR is raised by marketing and is offered along with sales rejections to the quality assurance department
within 7 days form the date of physical receipt of material at plant. Closing of PNCR’s is also done by the
marketing on completion of investigations and feed back on investigations with corrective and preventive action
plans is given to the customers in writing.
12) OUTSOURCED STORAGE AT CUSTOMER LOCATION
For outsourced storage at customer location, Company enters into agreement / contract with the Logistics
service providers. Annual Audit of these sources is done once in a year against the checklist.
RESPONSIBILITY: GTH & CH.
Ref. Documents:
 Purchase Order from Customers --

 Order Amendments --
 Delivery Schedules --
 Order acknowledgement & amendment register F:MK:01
 Customer delivery schedule register F:MK:02
 Sales cum production plan & despatch schedule F:MK:03
 Amendment in despatch cum production plan F:MK:04
 Contract review check list F:MK:05
 Allena Sale Invoice F:MK:06
 Out standing of customers F:MK:07
Page 13 of 15
Issue Date
201001-09-2017
 Weekly sales performance F:MK:08

 Customer Feed-Back Form F:MK:09
 Sales Expenses Control Register F:MK:10
 Monitoring of premium freight paid F:MK:11
 Risk Analysis Form F:MK:12
 Development Cost Sheet F:MK:13
 Customer Satisfaction Form F:MK:14
 Action Plan for Improvement F:MK:15
 Audit checklist of outsourced storage at customer location F:MK:16
Title: MONITORING OF CUSTOMER SATISFACTION AND CUSTOMER SCORE CARD REVIEW

No.: 00
Date: --
PURPOSE: To establish a system for monitoring of customer satisfaction.
SCOPE: All customer feed back received at Allena Plants
DETAILS:
1) The Marketing Division monitors information related to customer perception as to whether the organization
has met the customer requirements.
2) This information is obtained through meetings, emails, telephones, fax, letters and ratings assigned by
customers.
3) Customer feed back is also obtained through “Customer Feed Back Form” atleast once in a year.
4) Customer satisfaction is also monitored in terms of repetitive orders, growing sales volume and no
complaints from customer.
5) Customer Scorecards are accessed by sales/marketing on monthly basis and discussed and reviewed
during CFT meetings with other departments and decisions on actions for improving CSI is taken and action
plans are prepared.
6) Customer specific requirements are also notified.
7) Above information is discussed in management review meetings.
Page 14 of 15
Issue Date
201001-09-2017
RESPONSIBILITY: Head of Marketing, Sales & Despatches.
REFERENCE DOCUMENTS:
 Customer Feed Back Form – F:MK:09: MK: 09.
 Ratings received from customers
 Letters and other communications related to customer perception
Page 15 of 15
Issue Date
201001-09-2017

Sales Imsp

Transféré par

Informations du document

Copyright

Formats disponibles

Partager ce document

Partager ou intégrer le document

Options de partage

Avez-vous trouvé ce document utile ?

Ce contenu est-il inapproprié ?

Droits d'auteur :

Formats disponibles

Sales Imsp

Transféré par

Droits d'auteur :

Formats disponibles

ALLENA AUTO INDUSTRIES PVT LIMITED

QUALITYINTEGRATED SYSTEMMANAGEMENT SYSTEM

Department :Department: Sales & Marketing

ISSUE NO. : 0043

ISSUE DATE : 01.09.2017 15.01.2010

CONTROLLED COPY Sr. No. :

CONTROLLED COPY HOLDER: OF

Title: Title Cover Page

Department: Sales & Marketing

Title: Title Cover Page

S. TITLE QSP NO. PAGE NO.

Title: Revision Record Sheet

Revision record (In current Issue):

S. Procedure No. Rev. Date of Nature of Amendment

Title: List of Controlled Copy Holders

Copy Controlled Copy Holder Department

Title: List of Abbreviations

S.No. Abbreviation Details

Title: Responsibility & Authority

ORGANIZATION CHART OF SALES AND MARKETING FUNCTION

ASST. ASST. ASST.

Title: Responsibility & Authority

2) Sr. Manager - Sales & Despatch Control

Title: Responsibility & Authority

3) Manager - Sales Co-ordination

Manager - Sales Co-ordination is responsible to CH for the following activities.

Title: Customer Related Processes

PURPOSE: To establish a system for customer related processes.

1) Marketing receives enquiries for all new products from customers.

Title: Customer Related Processes

4) UPDATING OF SALES PLANS:

5) MONITORING OF PREMIUM FREIGHT PAID

Title: Customer Related Processes

7) LIAISON WITH CUSTOMER FOR APPROVAL OF DRAWINGS, SPECIFICATIONS, PPAP AND

9) COLLECTION OF C-FORM AND LOCAL SALES TAX FORMS.

10) COMPLIANCE OF CUSTOMER COMMERCIAL AND TECHNICAL REQUIREMENTS.

11) COLLECTION OF REJECTIONS AND CLOSING OF CUSTOMER COMPLAINTS

Title: Customer Related Processes

12) OUTSOURCED STORAGE AT CUSTOMER LOCATION

RESPONSIBILITY: GTH & CH.

 Purchase Order from Customers --

 Weekly sales performance F:MK:08

Title: MONITORING OF CUSTOMER SATISFACTION AND CUSTOMER SCORE CARD REVIEW

PURPOSE: To establish a system for monitoring of customer satisfaction.

SCOPE: All customer feed back received at Allena Plants

RESPONSIBILITY: Head of Marketing, Sales & Despatches.

Vous aimerez peut-être aussi