Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
Sales/Marketing Procedure
SALES/MARKETING
PROCEDURE
Issue Date
Revision
Identification
12/11/2012
First Issue
Prepared
by
Commercial
Manager
Reviewed by
Approved
Management
Representative(MR)
by
Managing
Director
Sales/Marketing Procedure
Change/Amendment No.
Date
Page
Description of Change/Amendment
Sales/Marketing Procedure
1.0
Rev. No: 00
Issue Date:12th Nov, 2012
Page 3 of 5
PURPOSE
The purpose of this procedure is to outline the responsibility and authority for
sales/marketing processes in ESCL in order to ensure systematic approach to the
processes.
2.0
SCOPE
This procedure is applicable to business development, enquiries, quotation/tendering
and subsequent stages of service delivery activities within the scope of ESCL
operations.
3.0
REFERENCES
NIS ISO 9001: 2008, Quality Management Systems-Requirements.
NIS ISO 9000: 2005, Quality Management Systems-Fundamentals and
Vocabulary.
4.1
4.2
4.3
4.4
4.5
4.6
4.7
5.0
5.1
Director, Commercial
Manager:
Undertakes appropriate
business
Sales/Marketing Procedure
6.0
PROCEDURE
6.1
Business Development/Marketing:
6.2
Enquiry/Quotation/Order
6.2.1 Any enquiry or request for quotation is processed after first ensuring:
Relevant inputs are obtained from top management and relevant Department/Unit
heads;
Quotation for outsourced work is obtained from approved suppliers when applicable.
6.2.2 Quotation is issued to the client reflecting clients needs and meeting the costing policy
of ESCL.
6.2.3 The quotation is reviewed(see Form 123) as appropriate before issue to the client. If
quotation is successful, a Purchase Order (PO) is obtained from the client.
6.1.4 The client purchase order (job order, service request) is reviewed to ensure it is in line
with quotation and terms of the quotation.
6.1.5 Required product/service is delivered to the client as contained in the purchase order.
6.1.6 Records of all enquiries, quotation and client order are maintained as appropriate.
6.3
Invitation to Bid
6.3.1 Enquiry/Bid invitations are received by fax, e-mail, post, newspaper publication or verbal
as appropriate.
6.3.2 Upon the receipt of any invitation to bid, the requirements related to the product/service
delivery are determined in order to ascertain that ESCL has the ability to meet with the
requirements of the contract on receipt. If the required product/service cannot be
supplied, bids are abandoned and the customer is informed accordingly.
6.3.3 If the request to bid is accepted, the bid documentation is prepared taking into
consideration all technical, personnel and contractual requirements.
Sales/Marketing Procedure
6.3.4
All the information and data required for a factual bid is obtained from the client.
Any
clarification requested is raised and obtained in writing to ensure that the clients requirements is
adequately defined and documented.
6.3.5
Relevant inputs are obtained from top management and other relevant internal sources
regarding specific requirements in order to ensure that the bid meets all technical, commercial
and contractual requirements.
6.3.6
Quotations for outsourced work when necessary, is obtained in writing from approved suppliers
(see document - Ref. No. ESCL-SOP-012).
6.3.7
6.3.8
All the data and documentation relating to a bid is filed and maintained for the period of bid
validity including extensions thereof.
6.4
6.4.1
6.4.2
The product/service delivery is executed in line with requirements (ESCL, customer, statutory,
regulatory, any other). Records generated in each product/service delivery are filed and
maintained. Client is readily informed on every aspect of the work done in order to avoid wrong
perception. See the Procedure for Control of Workshop/Project Operations Ref. No. ESCLSOP-017 and other relevant procedures on ESCL product/service delivery for details.
6.5
Invoicing / Billing
Invoicing for delivered services is undertaken in accordance with contract terms and conditions.
Payment is monitored and payment advice is collected when due and maintained (see Accounts
Procedure - Ref. No. ESCL-SOP-007).
6.6
Customer Satisfaction
Top Management, Commercial Manager and Marketing/Sales Officer proactively collect
information on client perception of ESCL product/service delivery processes. Such information
is maintained as appropriate and forms an input in Management Review Meetings.
7.0
RECORDS
7.1
7.2
7.3
Contract record
7.4
7.5