Procedures Narrative

1. Cash Customer sales and payment process (for customer buying item)

Sales Executive
1. Receive the customer at sales front office
2. Establish what customer want
3. Confirm if customer is buying any products (items)?
4. Complete Proforma Invoice for enquiring customers only (quote prices for later purchase, obtain
contact details, physical address) if customer is not buying any products (items)
5. Obtain product item specification (item) required by customer
6. Confirm whether the item being sought is available in the system
7. Contact other branches if the product (item) is not available in the stock system.
8. Quote price for product (item) being sought if available in stock.
9. Complete Proforma in duplicate (quote prices for later purchase, obtain contact details,
physical address)
10. Generate system Cash Invoice of quoted items in triplicate.
11. Ask customer to sign the Invoice
12. Send customer to cashier to make payment

Cashier
13. Ask customer to make payment
14. Establish model of payment
15. Confirm if payment is by cash
16. Count cash to match invoiced amount if payment is by cash.
17. Confirm if payment is by VISA card.
18. Swipe and generate shop copy if payment is by VISA card.
19. Confirm if payment is by Mobile Money
20. Verify amount reflected on cell phone, if payment is by Mobile Money
21. Raise manual receipt in triplicate
22. Ask customer to sign receipt and issue out original receipt copy to customer
23. Send customer to Storeman

Storeman
24.Verify Credit Invoice against LPO
25.Update stock levels on the system
26.Issue item/s to Customer
27.Customer collect items/sign to

Procedures

2. Credit Customer - Sales Process )

Sales Executive
28.Welcome customer at sales front office
29.Receive Local Purchase Order
30.Verify Local Purchase Order
31.Check products in stock
32.Determine if the item is available in stock
33.Send LPO copy to Credit section (HQ)through e-mail if item is available
Credit section (HQ)
34.Verify customer account
35.Determine if Customer is credit worth
36.Approve Credit facility if customer is credit worth
37.Communicate approval to Sales Executive

Sales Executive
38.Generate Credit Invoice
39.Ask customer to sign Invoice
40.Send customer to Storeman

Storeman
41.Verify Credit Invoice against LPO
42.Raise Delivery Note (DN) in triplicate
43.Issue item/s
44.Collect items/sign Delivery Note

3. Cash Customer - FOC Workshop Services Process- (Tyre/Battery Fitting Wheel balancing)

Storeman
1. Receive Credit Invoice from Customer
2. Update stock levels/records on the system (issues to customer) Post xxxxx to the system
3. Raise Delivery Note to issue items (products)
4. Establish if customer require workshop services
5. Determine if customer require workshop services or not
6. Release products (items) to Customer, If customer does not require services
7. Release products (items) to Workshop Supervisor If customer require services.

Workshop Supervisor
8. Establish type of workshop services required from details on Invoice
9. Ask customer to drive vehicle in the workshop
10. Inspects vehicle
11. Raise Job card in triplicate
12. Ask Customer to sign the Job card
13. Assign vehicle to Technician
14. Decide Bay according to required service

Technician Fitting/Balancing
15. Establish if vehicle require battery fitting
16. Render battery fitting services if vehicle required fitting new battery
17. Establish if vehicle require tyre fitting and wheel balancing
18. Render tyre fitting and wheel balancing services
19. Establish whether Wheel Alignment is required
20. Render Wheel Alignment if required
 Workshop Supervisor
21. Enter Wheel Alignment job rendered on the job card and close job card
22. Check quality of workmanship rendered
23. Pass quality workmanship or send vehicle for rework
24. Send completed job card to Cashier

Cashier
25. Print three copies of system generate Cash Invoice (Addition service)
24.1 Ask customer to sign the Cash Invoice
26. Ask customer to make payment
25.1 Establish model of payment
25.2 Confirm if payment is by cash
25.3 Count cash and match against invoiced amount for cash payment
25.4 Confirm if payment is by VISA card
25.5 Swipe and generate shop copy for VISA card payment.
25.6 Ask customer to sign a shop copy
25.7 Confirm if payment is by Mobile Money
25.8 Check transmitted money on mobile-phone match invoice for Mobile Money payment
27. Write manual receipt in triplicate and
26.1 Ask customer to sign the receipt
26.2 Issue receipt to the customer before existing the workshop
Release customer from the Workshop

4. Cash Customer – Cash workshop process (Wheel Alignment)

Customer
1. Drive Vehicle in the Workshop

Workshop Supervisor
2. Inspect Vehicle
3. Raise Job Card
4. Sign Job Card
5. Assign job to Bay/Technician

Technician - Aligner
6. Render Wheel Alignment services

Workshop Supervisor
7. Assess completed job
8. Is Vehicle ok
Re-assign vehicle to Aligner if vehicle is not Ok
9. Send Job Card to Cashier If Vehicle is Ok

Cashier
10.Generate system Invoice against job card

Customer
11.Make payment for alignment (Ask Customer to make payment
12.Sign Invoice (Ask Customer to sign Invoice)

Cashier
13.Raise manual Receipt
14.Sign Receipt
15.Vehicle exit Workshop

5. Credit Customer - FOC Workshop Services Process- (Tyre Fitting Wheel balancing
Storeman
1. Receive Credit Invoice from Customer
2. Update stock levels/records on the system (issues to customer) Post xxxxx to the system
3. Raise Delivery Note to issue items (products)
4. Determine if customer require workshop services or not
5. Release products (items) to Customer, If customer does not require workshop services
6. Ask Customer to sign Delivery Note to acknowledge receipt of items.
7. Release products (items) to Workshop Supervisor If customer require workshop services.

Workshop Supervisor
8. Ask Customer to drive vehicle in the workshop
9. Inspect vehicle
10. Raise Job card in triplicate
11. Ask Customer to sign the Job card
12. Assign vehicle to Technician
13. Decide Bay according to required service

Technician Fitting/Balancing
14. Establish if vehicle require battery fitting
15. Render battery fitting services if vehicle required fitting new battery
16. Establish if vehicle require tyre fitting and wheel balancing
17. Render tyre fitting and wheel balancing services
18. Establish whether Wheel Alignment is required
19. Render Wheel Alignment if required

Workshop Supervisor
20. Enter Wheel Alignment job rendered on the job card and close job card
21. Check quality of service (workmanship) rendered
22. Pass quality workmanship or send vehicle for rework
23. Send completed job card to Cashier
24. Ask Customer to sign Credit Invoice for alignment

6. Credit Sales Approval and Debt Management Process

Credit Controller
1. Receive Customers Local Purchase Order (LPO) from branch
2. Check authenticity of LPO
3. Check customer’s account status
4. Decide if customer is credit worth
5. Approve credit facility if customer is credit worth

Sales Executive
6. Receive customer credit facility approval
7. Generate system based Credit Invoice against LPO
8. Ask customer to sign the Credit Invoice

Storeman
9. Verify Credit Invoice against LPO
10.Raise Delivery Note (DN) in triplicate
11.Issue item/s to Customer
12.Ask customer to sign Delivery Note to acknowledge receipt of items

Sales Executive
13.Expedite payment from Customer
14.Confirm if customer has settled debt
15.Check if thirty (30)days credit period has elapsed if customer has not settled debt
16.Inform credit section if customer has not settled debt within (30)days credit period

Credit Controller
17. Write demand letter to the Customers

Sales Executive
18.Demand payment from Customer
19.Confirm if customer has settled debt
20. Verify proof of payment if customer has settled debt
21.Confirm Customer’s Account current status

7. Credit Sales – Debt Collection Process

Sales Executive
1. Receive Customers’ Debtors Status Report from Credit
2. Contact defaulting customer
3. Verify if customer’s ready to settled debt and demand payment if not
4. Refer Customer to Cashier

Cashier
5. Establish model of payment if customer is ready to settle debt
6. Confirm if payment is by cheque
7. Verify authenticity of cheque
8. Confirm if payment is by Bank Transfer
9. Verify proof of payment
10. Contact credit section for receipting approval

Credit Section
11.Confirm Customer’s Account current status
12. Check if customer’s payment has reflected.
13. Approval receipting if payment has reflected.

Cashier
14. Write manual receipt in triplicate
15. Ask customer to sign receipt and issue original receipt copy to customer

8. Interbranch Stock Transfer Process

Sales Executive
1. Receive the customer at sales front office
2. Establish what customer want
3. Confirm if customer is buying any products (items)?
4. Confirm whether the item being sought is available in stock on the system
5. Contact storeman to confirm available physical stock

Storeman Receiving Branch

6. Contact another branch if the product (item) is not available in stock
7. Confirm whether the item being sought is available in another branch
8. Send transport request to Transport section if the item is available in another branch.

Transport Officer
9. Check if transport is available
10. Assign Driver to deliver item’s if transport is available

Driver
11. Drive to the “Transferring Branch”

Storeman Transferring Branch

12. Generate system based Interbranch Transfer Branch Docket (ITBD)
13. Release item’s to drive

Driver
14. Verify quantity of items collected
15. Sign Interbranch Transfer Branch Docket (ITBD) to acknowledge “Collected)
16. Deliver item’s to “Requesting Branch”

Storeman Receiving Branch

17. Verify quantity and collect item’s
18. Sign Interbranch Transfer Branch Docket (ITBD) to acknowledge “Received)
19. Update stock levels/records on the system (issues to customer) Post xxxxx to the system
20. Raise Goods Received Note (GRN) to document items received.
21. Contact Sales Executive to inform customer on the availability of the item

9. Stock Ordering Process

Storeman
1. Conduct physical stock count
2. Prepare Stock Check Report
 Branch Manager
3. Determine fast moving items
4. Confirm the quantity of fast moving items
5. Ask Storeman to send an order the Warehouse

Storeman
6. Place an order through email to Stock Controller.

Stock Controller
7. Confirm whether the item being sought is available in stock on the system
8. Check if physical stock is available.
9. Determine if available physical stock is adequate to share among branches
10. Issue items according ration strategy if physical stock is inadequate to share among branches
11. Issue items according requested quantity if physical stock is adequate to share among branches
12. Send transport request to Transport section to deliver items to requesting branch

Transport Officer
13. Check if transport is available
14. Assign Driver to deliver items if transport is available

Driver
15. Verify quantity of collected items
16. Sign Interbranch Transfer Branch Docket (ITBD) to acknowledge “Collected)
17. Deliver item’s to “Requesting Branch”

Storeman Receiving Branch

18. Verify quantity of received item’s
19. Sign Interbranch Transfer Branch Docket (ITBD) to acknowledge “Received)
20. Update stock levels/records on the system (issues to customer) Post xxxxx to the system
21. Raise Goods Received Note (GRN) to document items received.

10. Tyre Claim Handling Process

Branch Manager
1. Receive complaint from Customer
2. Check validity of claim
3. Check if warrant on item is still valid

Storeman
4. Complete Claim Form if warrant is still valid

Workshop Supervisor

5. Assess the item to determine nature of fault

6. Determine if it is operation fault
7. Advise Customer if it is operation fault
8. Determine if it is factory fault
9. Contact Retail Manager if it is a factory fault
 Retail Manager
10.Assess the item to ascertain technical fault
11.Write Technical Evaluation Report
12.Recommend issue of a replacement of item to Customer

Storeman
13.Confirm availability of the item in stock
14.Raise Delivery Note (DN) in triplicate if the item is in stock
15. Update stock levels/records on the system (issues to customer) Post xxxxx to the system
16.Issue item/s to Customer
17.Ask customer to sign Delivery Note to acknowledge receipt of items

Cash Customer – Battery Fitting Process

1. Make inquiry at Sales Desk
Sales Executive
2. Check Battery/ Vehicle size
3. Verify Battery size availability in Stock
4. If battery size is not in stock advise customer
5. If batter size is in stock assess if vehicle/battery need to be checked by workshop
Supervisor
6. If YES ask customer to driver vehicle in the workshop
If NO advise the customer the attention required
Workshop Supervisor
7. Test battery to ascertain what needs to be done
8. Verify if Vehicle needs a new battery
9. If not advise Customer of the needed attention
10. If yes advise Sales Executive
Sales Executive
11. Advise Storeman Battery size to release
Storeman
12. Release Battery to workshop Supervisor
Workshop Supervisor
13. Assign Fitter to fit battery on vehicle
Technician - Fitter
14. Render Battery Fitting Services
15. Check quality of job done
16. Test if Vehicle/battery OK
17. Generate system Invoice
18. Ask Customer to Sign invoice
Cashier
19. Obtain payment from customer
20. Establish model of payment
21. Confirm if payment is by cash
22. Count cash to match invoiced amount if payment is by cash.
23. Confirm if payment is by VISA card.
24. Swipe and generate shop copy if payment is by VISA card.
25. Confirm if payment is by Mobile Money
26. Verify amount reflected on cell phone, if payment is by Mobile Money
27. Raise manual receipt in triplicate
28. Ask customer to sign receipt and issue out original receipt copy to customer
29. Customer drive out the Workshop.