🔧 Steps:1. Customer contacts hotline for cooler issue.2. Receptionist gathers details: Customer Code, Priority, Route No., Salesman and Supervisor, Location, Phone, Issue.3. Data entered by Receptionist in ERP to create Service Request Form.4. Service request sent to WhatsApp group including technicians & supervisors.
📑 Documents:Service Request Form
👥 Roles:Customer, Receptionist
💼 Accounting:No accounting entry at this stage
🗂️ Source:PKF – MEM Complaint Registration SOP
2. Complaint Processing
🔧 Steps:1. Technician reviews ERP service request.2. Visits customer site and inspects cooler.3. Prepares job/site report detailing diagnosis and actions.4. If parts needed → spare issuance process followed.5. If repaired: technician gets customer Signature on report and to verify complaint closure by receptionist phone.6. If not repaired: marked 'On Hold' and moved to workshop with customer signature acknowledgment on report.7. MEM Manager updates ERP location.8. The workshop MEM team take a final decision on repair vs. replacement.9. Follow-up with cooler replacement or scrap process.
📑 Documents:Service Request Form, Job/Site Report, Spare Issuance Form
👥 Roles:Technician, Customer, MEM Manager, Storekeeper
💼 Accounting:Spares consumed are recorded as expense
🗂️ Source:PKF – MEM Complaint Processing SOP
3. Cooler Replacement
🔧 Steps:1. Workshop informs sales supervisor that cooler cannot be repaired.2. Area Sales Manager decides if new or old cooler to be issued.3. ERP request raised by Sales Supervisor or Storekeeper.4. Area Sales Manager signs the cooler request.5. MEM Manager approve issuance.6. Storekeeper generates Gate Pass (2 copies).7. Security checks serial number and stamps outward delivery.8. Technician delivers cooler, gets customer sign-off along with the returned cooler. 9. Security checks serial number and stamps inward delivery.10. Old cooler returned and ERP location updated to Workshop.
📑 Documents:ERP Request, Gate Pass, Cooler Request Form
👥 Roles:Sales Supervisor, Area Sales Manager, Sales Director, MEM Storekeeper, Technician, MEM Manager, Security
💼 Accounting:Marketing expense booked on issuance of new cooler
🗂️ Source:PKF – MEM Cooler Replacement SOP
4. Scrap Management
🔧 Steps:1. Technician inspects cooler and proposes scrap if beyond economic repair (BER) (>40% cost).2. MEM Manager validates with second-level investigation.3. Transfer BER cooler in ERP from Workshop to Scrap Store. 5. Finance receives scrap proposal and obtains 3 vendor quotes.6. Finalize vendor and approve scrap sale by Finance Manager.7. Gate Pass generated for cooler movement.8. Scrap invoice booked and cooler written off.9. Finance verifies invoice against dispatch records.
👥 Roles:MEM Technician, MEM Manager, Storekeeper, Finance Manager
💼 Accounting:Scrap disposal booked through JV entry and inventory write-off
🗂️ Source:PKF – MEM Scrap Management SOP
5. New Cooler Placement
🔧 Steps:1. Sales Supervisor onboards new customer and raises ERP request.2. Cooler Request Form filled and approved by Area Sales Manager alongside with volume of order.3. Sales Director reviews and approves, If he rejects, the process proceeds with the issuance of an old cooler. 4. MEM Manager performs technical evaluation.5. Storekeeper generates Gate Pass (2 copies).6. Security verifies serial and authorizes outward delivery.7. Customer signs Gate Pass. 7. MEM storekeeper change the cooler location updated in ERP and approves by MEM Manager.
👥 Roles:Sales Supervisor, Area Sales Manager, Sales Director, MEM Manager, Storekeeper, Security
💼 Accounting:Cooler added to asset register, location tagged in ERP
🗂️ Source:PKF – MEM New Cooler Placement SOP
6. Purchase Requisition – Spares & MEM
🔧 Steps:1. Store executive identifies need based on inventory level or marketing plan.2. Store executive Checks if item is on critical inventory list or below safety stock.3. If yes, creates PR directly in ERP. If not, gets MEM Manager's approval first.4. Procurement Manager reviews technical specs, rationale, supplier reliability and are priced in approved budget.5. Finance Manager checks budget position and fund availability.6. If within budget: PR approved. If not: justification needed.7. Approval loop completed and PR submitted for processing.
👥 Roles:Procurement Executive, Procurement Manager, Finance, Managing Director
💼 Accounting:No accounting entry at quotation stage
🗂️ Source:PKF – MEM Vendor Quotation SOP
8. Purchase Order – Spares & MEM
🔧 Steps:1. Procurement Executive creates PO from approved vendor quotation.2. Submit to Procurement Manager for authority matrix approval.3. Review by Department Head and Finance Manager for budget compliance.4. Ensure PO matches PR quantity. ERP PO only (no manual PO allowed).5. Set tolerance limits in ERP to restrict over-issue.6. Once approved, PO released to vendor.7. Mail approvals not accepted – must be approvals from ERB system.
📑 Documents:Purchase Order, Vendor Quotation, Approval Forms
👥 Roles:Procurement Executive, Procurement Manager, Department Head, Finance
💼 Accounting:No entry at PO stage
🗂️ Source:PKF – MEM Purchase Order SOP
9. Spare Issuance
🔧 Steps:1. Technician initiates ERP request.2. MEM Manager approves request form.3. Storekeeper issues Spare Issuance Note.4. Gate Pass generated and printed in 2 copies.5. Security verifies part details and stamps Gate Pass.6. Technician receives spare and performs repair.7. Manual register entry maintained alongside ERP.
📑 Documents:Spare Issuance Note, Gate Pass, ERP Request Form
👥 Roles:Technician, Storekeeper, MEM Manager, Security
💼 Accounting:Consumption expense booked upon issuance
🗂️ Source:PKF – MEM Spare Issuance SOP
10. Post-Mix Complaint Management
🔧 Steps:1. Complaint raised by customer through dedicated staff.2. Data entered in ERP and generates a Service Request Form and forwarded to WhatsApp group.3. Technician visits location, prepares Job Report.4. Equipment is repaired or replaced within 24 hours.5. Customer signs job report.6. Spare Issuance or Scrap Management process followed depending on result.7. Complaint closed and ERP updated.
📑 Documents:Service Request Form, Job Report
👥 Roles:Customer, Post-Mix Coordinator, MEM Manager, Technician
💼 Accounting:Spares consumed or cooler replaced = Marketing expense entry
🗂️ Source:PKF – MEM Post-Mix Complaint Management SOP
11. Preventive Maintenance
🔧 Steps:
1. Monthly reported maintenance done in last month with details like (count of costumer visited, post-mix repaired, cooler repaired and the cost)1. MEM Manager prepares annual calendar for key customers (Post-Mix & Cooler).2. Calendar shared with Technician Team at the start of year.3. Technician calls customer one week before scheduled visit for confirmation.4. Sales Coordinator arranges work permit if needed.5. Technician performs maintenance and documents it in Job Report.6. Customer signs off on maintenance.7. If repairs needed → Follow Complaint Process for Cooler or Post-Mix.8. All actions updated in ERP; Job Report filed.
💼 Accounting:No accounting entry unless spare used or escalated repair required
🗂️ Source:PKF – MEM Scheduled Maintenance SOP
12. Stock Verification
🔧 Steps:1. MEM Storekeeper performs monthly physical count of all spares and equipment.2. Counts are compared with system inventory in ERP.3. Discrepancies noted: Approval by MEM Manager and Finance Manager.4. Adjustment posted in ERP after approval.5. Final verified report archived.6. Manual & ERP records both updated.
📑 Documents:Stock Count Report, ERP Inventory Records
👥 Roles:Storekeeper, Store Supervisor, MEM Manager, Finance Manager
💼 Accounting:Inventory adjustment posted to P&L if discrepancy exists
🗂️ Source:PKF – MEM Stock Verification SOP
13. Gate Pass & Equipment Movement
🔧 Steps:1. Once spare or cooler issuance approved, Storekeeper creates Gate Pass in 2 copies.2. Gate Pass includes details: Part/Cooler Serial No, Technician, Customer, Date.3. Security verifies Gate Pass: cross-checks quantity, item, and stamps it.4. Outgoing movement allowed only after stamped Gate Pass.5. One copy sent with Technician, one retained by MEM Dept.6. Upon return (if applicable), security logs inward movement using same Gate Pass.7. Location updated in ERP by Storekeeper or MEM Manager.
📑 Documents:Gate Pass Form, Issuance Note, ERP Transfer Record
👥 Roles:Storekeeper, Technician, Security, MEM Manager
💼 Accounting:No accounting entry; movement tracked for control and audit
🗂️ Source:PKF – MEM Gate Pass & Equipment Movement SOP
