CITY PROPERTIES MAINTENANCE COMPANY

BANGALORE LIMITED
____________________________________________________________________________
Procedure for Business Development Process

1. Objective :
Commitment to provide Service to the customer, meeting the requirements and
effectively addressing customer complaints and analysis of Customer Feed back.

2. Scope :

2.1To ensure that Contracts / Work orders accepted are without any contradiction.

2.2Customer needs are clearly identified, understood for proper co-ordination of the
contract \ Work Order.

2.3To ensure resolving of customer complaints & Monitoring Customer Feedback.

2.4To ensure prompt services to customer.

3. Responsibility : COO is Primary/HOD as Secondary.

a. Over all in charge to ensure service delivery.
b. Resolving all clients queries & issues.
c. Ensure smooth functioning of all Facility Management services.
d. Finalization of AMC contracts.
e. Review & Initiate actions relating to Customer Complaints & Feedbacks

4. Procedure :

4.1 The general method of marketing is through follow up of adverts, tender

notifications, Internal References and References from our clients,
management and enquiries received if any.

4.2 All incoming enquiries / tenders are entered in Enquiry/Contract Register

R/BD/EQR/ 01 and examined by the COO and offers / proposals are processed
after a review as per form no. Contract Review R/BD/CRL/02 and offers /
proposals are submitted. Where required survey reports are made.

4.3 All incoming orders / contracts, when received, are entered into the Work
Order / Agreement / Contract Register, in form no. R/BD/WOR/ 03.

4.4 Work Orders / Agreements / Contracts are reviewed by COO to ensure that the
contractual requirements are adequately defined and that there are no
differences in the offer / proposal and order and also for ensuring capability to
meet the contractual requirements. Inadequacies if any, are taken up by COO
with the customers.

5.1 Resources & Enablers

PREPARED BY : APPROVED BY: Section No. SOP-01

Rev. no : RO
Date : 01/01/2010
Page no : 1 of 3
Executive ATUL KUMAR – COO
 CITY PROPERTIES MAINTENANCE COMPANY
BANGALORE LIMITED
____________________________________________________________________________
5.1.1 As per Minimum Wages Act.

5.1.2 Facilities available like - Computer, EPABX, Fax, Telephone, Mobiles, Wireless set,
Two & Four Wheelers.

5.2 Processing Customer Complaint :-

5.2.1 Customer Complaints are received at two stages.

a. Customer Care (Helpline)

b. Process Owners.

5.2.2 a)Customer Care (Helpline) : Verbal or written complaint from the customer
received are registered in the Customer Complaint Register R/BD/CCR/ 04.

5.2.3 Complaints received are w.r.t (Technical, Security, Non-Technical & General) forwarded to the
concerned Supervisor for further action. Supervisor reviews the complaint and if found
acceptable, the receipt of the complaint is acknowledged , either verbally or through letter.
Each and every complaint is Assigned to No & Time, Action Taken & Completion Date &
Time are indicated on the complaint register.

5.2.4 CC’s not related to the service are intimated to the customer. Supervisor initiates
action on the accepted complaints after identifying the root cause and the
correction, Corrective action and the department for resolving the complaint are
arrived at.

5.2.4 The department responsible for resolving the complaint takes necessary
action to implement the correction and Corrective action . The same is
intimated to the customer. A copy of the same is maintained by the
Supervisor. Preventive action is initiated as required.
5.2.5 All customer complaint received are analysed w.r.t accepted, rejected,
resolved, pending etc. and projected in the Management Review Meeting.
5.3 b) Process Owners :

5.3.1 Complaints received directly by the supervisor initiate action as per 5.2.2.

5.4 Monitoring of Customer Feedback

Feedback on Service provided shall be obtained from selected end users \
Customer as in form No. R/BD/CFB/05 for continuously improving the quality and
in meeting the requirement of the customer on yearly basis.

PREPARED BY : APPROVED BY: Section No. SOP-01

Rev. no : RO
Date : 01/01/2010
Page no : 2 of 3
Executive ATUL KUMAR – COO
 CITY PROPERTIES MAINTENANCE COMPANY
BANGALORE LIMITED
____________________________________________________________________________

6.0 Records :

6.1 Enquiry Register – R/BD/EQY/01

6.2 Contract Review Checklist – R/BD/CRL/ 02
6.3 Order / Contract Register – R/BD/WOR/03
6.4 Customer Complaint – R/BD/CCR/04
6.5 Customer Feed back – R/BD/CFB/05

7.0 Measurements / Key Performance Indicators

7.1 By conversion of enquiry into order

PREPARED BY : APPROVED BY: Section No. SOP-01

Rev. no : RO
Date : 01/01/2010
Page no : 3 of 3
Executive ATUL KUMAR – COO