Customer Related Processes

1. PURPOSE

EKL-Prop-P-01
Rev. 03 January 08, 2011

To ensure that Customer requirements are understood and reviewed by all concerned and capability exists to meet all the requirements of the Customer. Required standards, regulatory, and statutory requirements related to product are identified adequately. 2. SCOPE This procedure addresses requirement of clause 5.2, 7.2, 8.2.1 of ISO 9001:2008 Standard and Section 4.2, 5.2.1, of EKL Quality Manual. 3. DISTRIBUTION

1 Managing Director 2 DOP 3 Head Proposals 4. RESPONSIBILITIES Head Proposals 4.1

4 COO 5 Head BD 6 Karachi Office

7 8 9

Executive Director Incharge Contracts Head Projects

Transformation of customer requirements into technical terms and then into commercial terms by effectively utilizing companys man-hours, available expertise and thoroughly understanding the capacity to under-take the proposed services

4.2

Coordination with in companys various functionaries and with the customer for better understanding of the job and hence a preparation of best possible responsive bid.

4.3

Head Proposal is the procedure owner and shall be responsible to maintain, update, and revise this procedure.

Engineering Kinetics (pvt) ltd.

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Customer Related Processes

EKL-Prop-P-01
Rev. 03 January 08, 2011

5. PROCEDURE 5.1 Inquiry Handling 5.1.1 All requests / inquiries for EKL manufacturing / services are received and logged by Proposal Department on format (EKL-Prop-F-0101) for subsequent / needful action by Head Proposals or to whom he assigns the job from his team members. Head BD keeps a copy for follow-up. Inquiry Review Record (IRR) on a Format (EKL-Prop-F-0102) and Requirement for Bid Documents (RBD) on Format (EKL-Prop-F-0103) are established by the estimators for understanding the customer requirements (technical as well as commercial) and company strength / capabilities to go for offering the designated services.

5.1.2

5.2

Inquiry Review Technical & Commercial 5.2.1 5.2.2 5.2.3 Head Proposal assigns the job to the Lead Estimator / Estimator for further reviewing IRR & RBD. Lead Estimator / Estimator shares his finding with Head Proposals. Head Proposals after reviewing IRR & RBD evaluate the RFQ and company strength and decide to Go or Not Go (Regret) after discussing the job with Head BD & Executive Director / Director Operations. For prospective Bid Lead Estimator / Estimator take into consideration the basic requirements of the job (as per RFQ) while preparing the proposal. Incharge Contracts is consulted (if necessary) to review commercial / contractual requirements those have meaningful impact on execution of the contract. Technical (as well as commercial) requirements are finally discussed with Director Operation / Executive Director for his reviewing and adopting an appropriate strategy and making a final decision thereupon an inquiry. A proposal is prepared keeping in view customer requirements (technical & commercial) and EKL important terms are clearly written on its proposal covering letter duly signed by Head Proposal & Head BD. A review / meeting is conducted if a bid is unsuccessful to evaluate competitors, shortcomings & areas of improvement. Engineering Kinetics (pvt) ltd. Page 2 of 5

5.2.4 5.2.5

5.2.6

5.2.7

5.2.8

Customer Related Processes

5.3 Contract Review & Amendments 5.3.1

EKL-Prop-P-01
Rev. 03 January 08, 2011

Upon maturity of a proposal and issuence of Letter of Intent (LOI) by the customer Incharge Contracts review the EKL proposed terms & conditions inline with customer ITB and Contracts Documents stipulations and settles therupon a final contract (mutually agreed between two parties) and maintain such record on Format (EKL-Prop-F-0104). Changes in contracts are reviewed and documented, each review is based on issue initiated by client or EKL site management. Incharge Contracts will co-ordinate this review, once a change has been reviewed and approved it is informed to Head Operations/ Head Projects / Works Manager who will further inform all concerned about the nature of change. On each change revision number and date will be mentioned.

5.3.2

5.3.3

5.4

Handling of Customers Intellectual Property 5.4.1 5.4.2 Technical data provided by the customers for preparation of proposals is considered their Intellectual Property and handled as per customer desire. It is kept safe or returned to the customer as advised in ITB / RFQ documents and Head Proposal shall be responsible for this assurance.

5.5

Project Interface & Customer Satisfaction 5.5.1 Upon maturity of a bid Head Proposals hand over relevant data to EKL Planning / Projects / Contracts and briefs the project KPIs to the execution team. Managing Director/Executive Director/ Head Operations/ Works Manager / Head Projects /Site manager communicate with the customer as appropriate and required. Head Projects / Director Operation attends the meeting with client as scheduled and/or required from time to time during execution phase of the project. Site Manager/ Project Manager will obtain the project completion certificate from the client. On completion of project Head BD will obtain customer response through Head Projects / Site Manager about the job satisfaction executed by EKL on a Format (EKL-Prop-F-0105) and forward the orignal to Management Engineering Kinetics (pvt) ltd. Page 3 of 5

5.5.2

5.5.3

5.5.4 5.5.5

Customer Related Processes

EKL-Prop-P-01
Rev. 03 January 08, 2011

Representative and copy to Head Operations for review in Projects Review meeting. 6. Records

Document No. EKL-Prop-F-0101 EKL-Prop-F-0102 EKL-Prop-F-0103 EKL-Prop-F-0104 EKL-Prop-F-0105

Document Name Log of Customer Requests Inquiry Review Record Requirement of Bid Documents Contract Review Record Customer Satisfaction

Maintained by Head Proposals Head Proposals Head Proposals Incharge Contracts MR

Retention Period 2 years 2 years 2 years 2 years 2 years

7. Approval

Prepared by Designation Sign. Date Head Proposals

Approved by Director

Engineering Kinetics (pvt) ltd.

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Customer Related Processes

EKL-Prop-P-01
Rev. 03 January 08, 2011

Process Flow Chart Customer Related Processes are explained as per following Flow Chart. Process Flow Chart
Clause 5.2, 7.2, 8.2.1 Receipt & Log of Inquiry
Customers Requirements Stated/ / Verbal non Stated

Statutory / Regulatory Other Requirements

Establish Customer Requirements

Customer Requirements

Product Requirement Contract / Order Requirement

Review of Requirements

Inquiry Review Output

Organization Communication to Prepare Proposal

Yes

No

File

Inputs

Prepare Proposal

Proposal

Quote Review
No

File

Yes Submit Proposal

Record of Submission

Negotiation

Proposal File

Acceptance

Yes

Periodic Review by Projects Manager/Customers/Planning

Contract Review Record

Project Execution

at Pre-defined Milestone
(Records of review to be kept along with action taken as a result of reviews)

Project Completed

Engineering Kinetics (pvt) ltd.

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