TD Plus Process

TD Plus Limited is primarily responsible for after sales support services for TD and Zinox group to guaranty customer satisfaction.

Scope of Operations

This Procedure covers TDPLUS related activities as a company as stated below:

Receiving of products/devices from customers

• Releasing of products to customers after repairs
• Accounting for products through proper documentation
• Weekly Reporting
• Safe keeping of all products.
• Periodic stock count of spares by TD Plus Team and the Audit staff and Quarterly stock count with Audit team

Purpose

This manual provides ample description for the system and processes required for the efficient and effective management of all TD PLUS activities as carried out as an entity.

Authority/ Responsibility

The company BU Head is responsible for ensuring total compliance with the requirements stated in this Process manual. And, to maintain a consistent workflow within the company.

Departure from Procedure

Adherence to all procedures stated in this manual is obligatory for all members of staff in the company. Any deviation from this procedure must be duly authorized by the head of the business.  

QUALITY POLICY STATEMENT

• We are committed to empowering all our stakeholders with exceptional experiences in the technology ecosystem. At TD Africa we know that poor quality products can cost loss of market, time and credibility. To uphold our quality policy, we maintain zero tolerance for deficiencies. We understand the importance of prompt quote response, quality products and timely delivery.

 TD Plus Quality Objectives

• To achieve the96% Gross Profit Margin approved by management annually.
• To keep age inventory at a maximum level of 0%
• To ensure aged debt is not more than 0%
• Achieve 100% customer satisfaction.

 Infrastructure /Work Environment

An updated list of infrastructures/tools used within the department is maintained by the group facility manager.

Inter- Relationship with others Department

S/N	DEPT	DESCRIPTION OF NATURE OF THE RELATIONSHIPS WITH OTHER DEPARTMENTS.	PROCESS INPUTS/ DOCUMENT	PROCESS OUTPUTS
1	HR/Admin	Recruitment & Supply of Personnel to Warehouse Dept.	Request for TD Plus personnel to HOD Admin/HR.	Recruitment, selection & Provision of Competent personnel
		Conduct Periodic Staff appraisals for TD PLus Staff	Ensure that all staff complete their appraisal on dynamics & forward same to HR/Admin.	·     Promotion of worthy staff based on merit. ·     Issuance of confirmation letters to staff. Short listing of warehouse staff for annual training.
		Redeployment of members of staff of the Dept. based on HOD’s request	Issue of redeployment requests to HOD HR/Admin	Redeployment of staff.
		Catering for Welfare of TD Plus Staff	Forwarding of TD Plus staff sick/ annual leave to HR/Admin.	·     Approval of sick leave based on doctors’ recommendations. ·     Approval of annual leave for members of staff of warehouse department.
		Establishment/implementation of Disciplinary Actions against erring staff	Forwarding of notice of gross misconducts of members of staff to HR/Admin for appropriate action.	Issue of disciplinary letters to affected staff.
2	Audit	–        Review and processing of payables requests. –        Bank checks and review –        Review of bank reconciliations	-Observations are communicated to the Accountants for correction if any errors	-Payments are processed by Accounts after audit check and processing
3	Procurement	Receive invoices and delivery note from OEM for all procurements.	Report any discrepancies – in terms of incorrect spares quantity & the condition of the spares.	Deliver spares to the Engineers for usage to fix customers devices.

 

 THE ORDERING PROCESS FOR LOCAL PARTS, OEM OUT OF WARRANTY AND OEM   WARANTY PARTS

OOW: Receiving of devices like Laptops/TV/Phones/Fridge etc. by Front Desk

• Devices for repairs service are received by the Front Desk personnel with customer complaint.
• The device is registered with a job tag through call/case management workflow which is given to the customer.
• TD Plus Engineer receive the product for assessment.
• The Engineer troubleshoots the device to ascertain faults.
• The result of the above is shared with the Front Desk by the Engineers.
• The Engineer obtains information on the cost of parts from the Procurement team and shares it with the Front Desk.
• Front Desk shares the result with the customer as well as the parts needed to fix the issues and TD Plus bank details for the payment through email copying all.
• After the customer has agreed to repair the device with TD Plus,
• Customers make payment based on the above to TD Plus bank account provided by Front Desk.
• Payment is confirmed by TD Plus Finance for the Front Desk and others in copy.
• TD Plus Finance post payment to customer account on dynamics for existing customers.
• If the customer is new, Front Desk create one time customer account for the transaction on dynamics to enable Finance posting.
• Procurement team will provide profit analysis with at least two quotes from different Vendors.
• Profit analysis is shared with the BU Head and Audit for processing.
• Audit review, confirm customer payment and profitability and recommend to the CFO or Treasury Lead depending on the amount for approval to pay for the parts.
• Part is received, the device is fixed with same parts.
• Purchase Order (PO) is created on dynamics for the parts received from vendor.
• Sales Order (SO) is created on dynamics to be invoiced to the customer upon completion of the task.
• Customers are contacted to pick up the product in good condition.

 THE ORDERING PROCESS FOR OEM WARRANTY PARTS

• TD Plus Procurement places orders through the OEM portal and parts are sent by the OEM to various branches where they are needed.
• The OEM invoice TD Plus based on the order.

 RECEIVING OF PARTS FROM THE OEM

• TD Plus Procurement personnel receive the parts with OEM invoices and goods received note (GRN) with details of the items received.
• The item is invoiced to the OEM account on dynamics accordingly.
• Defective spares are returned to the OEM.
• Customers receive repaired device after been contacted by Front Desk upon completion of the repair by the Engineer and Call is closed in dynamics.

FIRE PREVENTION

• Ensure fire extinguishers are kept in the TD Plus warehouse.
• Ensure that the smoke detector is functioning in the warehouse.
• Ensure that at the close of work all electrical appliances are put off.
• Make a fire escape plan. It is important that you plan your escape route and set boundaries around staying or leaving in case of a fire.
• Remove fuel and any inflammable materials around the warehouse. That is, ensure there is no casual storage of fuel in kegs etc around the warehouse.
• Talk to an expert about firefighting equipment and water supply.
• Be prepared and conduct periodic fire training for fire awareness and fire prevention skills among the warehouses staff.
• Ensure the fire extinguishers are serviced as at when due.

Steps to take during Fire outbreak.

• Alert everyone in your warehouse whenever there is fire alarm: get together and take your planned route out.
• Meet at your agreed point.
• Do not mind your valuables at the risk of your life.
• Feel doors before opening: if warm, do not open as there may be fire on the other side.
• Shut all doors behind you on the way out.

 CONTROL OF NON-CONFORMING MATERIALS

• Any item discovered to be non-conforming at the point of receipt is rejected.
• Information on any nonconforming items is forwarded to the Procurement department.
• The non-conforming items are returned to the concerned Supplier / Agent / OEM by the Procurement department.
• When a wrong item is ordered by the Procurement as advised by the Engineer after diagnosing, the Engineer will be responsible for the cost of the nonconformity

  CORRECTIVE ACTION

• TD Plus team make enquiries into reported cases of nonconforming services or identified cases of nonconforming services with the aim of identifying their root cause or causes without delay.
• Subsequently, corrections and corrective actions considered appropriate to the effects of the nonconformities encountered are proffered and implemented.
• All corrections and corrective actions implemented are evaluated for adequacy.
• Corrective actions relating to Issues of companywide nature are discussed at appropriate meetings such as management meetings.
• Records of activities relating to handling of nonconformities are maintained including details of the nature of nonconformity and action taken to correct such.

PREVENTIVE ACTION

As a proactive measure taken to deal with probable nonconformities, the following procedures are observed by the department:

Proper inspection is carried out by Procurement personnel at the point of receipt of items.

• In case of nonconformance, materials are rejected immediately.

  DEPARTMENTAL MEETINGS

• General meetings are held once every month.
• Minutes of the meetings are documented.

 

RECORDS

A list of all QMS records is maintained in the index of records for the purpose of inventory and control of the total files in the company with suitable retention.