Al-Jaber International Company

Procedure
Marketing and Sales
Revision History
Revision Description of
DATE Initiated By Completed By
No# Changes
1st Oct 2016 Management Integration for ISO QA Manager/
01 Representative 14001 and OHSAS Management
18001 Representative
1st June 2017 Management Integration for ISO QA Manager/
02 Representative 31000 Management
Representative
1st June Management Integration for ISO QA Manager/
03 2018 Representative 45001 Management
Representative

Distribution List
Sr. No/ Designation Issue Date Distributed by

QA Manager /
01 Management
Management 1st June 2018
Representative
Representative
Management
02 CEO 1st June 2018
Representative

03 Management
Chairman 1st June 2018
Representative

04 Management
Marketing Manager 1st June 2018
Representative

Other as per Distribution Sheet

Revision Document
Document Issue Revision Original Document Document
Issue Approved
Number Number Number Issue Date Prepared By Reviewed by
Date By
Department
CEO / MR Chairman
AJB-MKT-PR- Head
1.3 03 01-01-16 01-06-18
01

Copyright
This document contains confidential information. It may be copied in full or in parts only by Al-Jaber
International Company and only for the purpose of Al-Jaber International Company related activities.
Disclosure of any information contained within this procedure to any person (s) outside the employee of Al-
Jaber International Company without written permission of the Top Management is strictly prohibited.
Page 1 of 6
 Al-Jaber International Company
Marketing and Sales
Original Issue
Revision Issue date:
Doc. No: AJB-MKT-PR-01 Issue Number: 01 Revision Number: 03 Date:
01st June 2018
01st January 2016

Contents

Revision History ................................................................................................................................... 1

Distribution List ................................................................................................................................... 1
Contents ................................................................................................................................................ 2
1. Purpose ........................................................................................................................................ 3
2. Scope............................................................................................................................................ 3
3. Responsibilities .......................................................................................................................... 3
4. Definitions ................................................................................................................................... 4
5. PROCEDURE: ............................................................................................................................... 4

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without the approval of the Management is prohibited. Page 2 of 6
 Al-Jaber International Company
Marketing and Sales
Original Issue
Revision Issue date:
Doc. No: AJB-MKT-PR-01 Issue Number: 01 Revision Number: 03 Date:
01st June 2018
01st January 2016

1.Purpose

1.1. To provide a system for:

1) Determining and reviewing requirements related to customer related service.
2) Establishing communication with customer.

2.Scope

Customer related activities include:

1) Determination and review of requirements related to service including customer requirements
and legal & regulatory requirements.
2) Communication channels with customer for information related to service and customer
feedback (including customer complaints).
3) Determine requirements related to service and communicating necessary information to
customer.

3.Responsibilities

The Business Development Manager has the overall responsibility for overseeing order review
activities and for ensuring that customer requirements are understood and met.

Business Development Manager is responsible for taking contracts from customer, determining
customer requirements, and reviewing the required services before the acceptance.

Business Development Manager is responsible for communicating with the customer, keeping them
informed as the order progresses, and getting feedback from the customer.

The Employees that receive the feedback/complaint from customer are responsible for
communicating it back to Business Development Manager.

Executive Management is responsible for determining the appropriate measures, methods and use
for monitoring and measuring of customer satisfaction.

Management Representative is responsible for analyzing data and preparing reports for
management review.

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without the approval of the Management is prohibited. Page 3 of 6
 Al-Jaber International Company
Marketing and Sales
Original Issue
Revision Issue date:
Doc. No: AJB-MKT-PR-01 Issue Number: 01 Revision Number: 03 Date:
01st June 2018
01st January 2016

4.Definitions

a) Feedback: Information about reactions to a product which is used as a

basis for improvement.

b) Enquiry: An act of asking for information.

5. PROCEDURE:
5.1 Request for Service:
5.1.1 Customer requirements are received by phone, fax or email.
5.1.2 Business Development Manager identifies and document customer requirements on
“Customer Enquiry Form” (AJB-MKT-FM- 01-01).
5.1.3 Customer requirements are reviewed, to make sure all the required information has been
provided. If there are any missing requirements or clarifications, Business Development
Manager will reach out to the customer for those details. Requirements are confirmed
with the customer before acceptance. Business Development Manager fills the
“Customer Order Review Sheet” (AJB-MKT-FM-01-02).

5.1.4 Contracts shall be negotiated between the customer and Business Development
Manager. If needed, Business Development Manager shall involve Executive
Management. These contracts are reviewed and approved by Executive Management.
5.1.5 Business Development Manager reviews the requirements to make sure:

a) The customer requirements are adequately defined.

b) Al-Jaber International Company has the capability and capacity to meet the
customer requirements.
c) Any requirements that are different than previously expressed are resolved.
d) When Al-Jaber International Company is not able to meet the customer
requirements, Business Development Manager shall negotiate the requirements
with the customer. If changes cannot be made to the requirements, Business
Development Manager informs the customer that they will not be able to provide
services for these specific requirements.

5.1.6 If Al-Jaber International Company is able to meet the requirements, Business

Development Manager arranges meeting with customer. If the customer is satisfied with
the provided details of the contract, they will accept our proposal.

5.1.7 Business Development Manager reviews the contract and notifies the Executive
Management once it is ready to be signed. Business Development Manager sends the
signed contract for customer counter sign and stored in Contracts folder.

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without the approval of the Management is prohibited. Page 4 of 6
 Al-Jaber International Company
Marketing and Sales
Original Issue
Revision Issue date:
Doc. No: AJB-MKT-PR-01 Issue Number: 01 Revision Number: 03 Date:
01st June 2018
01st January 2016

5.2 Contract Amendments:

5.2.1 When the customer or Al-Jaber International Company initiates a change to an approved
contract, a contract amendment is required.

5.2.2 The Business Development Manager and the customer discuss the contract amendment.
If both parties agree to the changes they are documented and confirmed to the customer.
The Business Development Manager is responsible for communicating the changes to all
employees that need to know about the changes, and relevant documents are amended.

5.3 Customer Feedback:

Customer Feedback is taking on a regular basis to monitor the customer satisfaction and identify
customer needs and expectations on “Customer Feedback Form”. Business Development
Manager is responsible for taking appropriate action in this regard.

5.4 Analysis of Customer Feedback:

The feedback from customer is statistically compiled and reported by the Business
Development Manager after 6 months.

These survey results are presented as input in the management review and analyzed by top
management. Based on the analysis, corrective actions / preventive actions are initiated for
improvement in the quality of services.

5.5 Customer Communication:

The company communicates with customer regarding information related to:

a) Service details and service specifications,

b) Order and contract requirements,
c) Customer feedback (including customer complaints),

The communication channel includes:

a) Phone/fax
b) Letter
c) Email
d) Personal visits
Business Development Manager is responsible for communicating with customer regarding the
above-mentioned information.

5.6 Customer Complaints:

Business Development Manager is responsible for handling the customer complaints. The
complaint may be related to, but is not limited to, following cases:

a) Non-conforming service,
b) Late response,
c) Any other problem,

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 Al-Jaber International Company
Marketing and Sales
Original Issue
Revision Issue date:
Doc. No: AJB-MKT-PR-01 Issue Number: 01 Revision Number: 03 Date:
01st June 2018
01st January 2016
The complaint is received by the Business Development Manager through email, fax, letter or
it may be communicated directly through telephone or personal visit to a customer.

Business Development Manager reviews the nature of the complaint with the concern HOD,
discusses it with the customer (if necessary) and takes immediate remedial measures. The
action taken on complaints is immediately reported to the customer.

Business Development Manager is responsible to handle customer complaints. All customer

complaints are documented on “Customer Complaint Form” and reported to the concern HOD,
Corrective action is taken over the complaints with the consent of the Business Development
Manager, Management Representative, and the concerned Departmental Head. If there is
sufficient objective evidence that the corrective action has been effectively implemented, he
closes out the complaint. If the corrective action has not been implemented, he reviews the
causes of delay and assigns a new target date for its complete implementation.

5.7 Analysis of Customer Complaints:

Customer complaint data are statistically compiled and analyzed by the Management
Representative / FSTL and Business Development Manager. This analysis is submitted to
General Manager for review. Based on this analysis, General Manager initiates corrective
actions or recommend preventive actions for improvement.

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