Express SOP_Unified Version_Part 1_English (New)

8/18/2019 Express SOP_Unified Version_Part 1_English (New)

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SOP Executive Summary

The number of telecom operators across Africa is growing at a rapid pace and hence theoptions available to the customer are growing. With the products being rolled out by alloperators being more or less suited to the customers requirement, the only dierentiator

left with the customer is the quality and consistency of the experience which he/she getsfrom the operator. ervice tandardi!ation plays a critical role in promoting reliability,eectiveness, trust and improve e"ciency for the businesservice standardi!ation is a framewor# of agreements to which all relevant parties inAirtel that oer services to customers must adhere to and ensure that all processesassociated with the creation of a good or performance of a service are performed withinset guidelines.

This document provides standard processes to be followed for the services being oeredthrough an Airtel $utlet. To that eect, this document contains shop process, dailyprocess guidelines, monitoring guidelines and measurement matrix.

• Adherence to the processes laid down will ensure% &rive $ne Airtel ervice

'xperience

• 'nsuring consistent quality in service delivery of end products and experience• strengthen innovative and competitive ability

Wish you the best in delivering a standard and dierentiated service experience to our(aluable )ustomers.


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AIRTEL AFRICA

Standard OperatingProcedure

Document No

PR-RET-EXS-15-01- A

ProcessName:

SOP – Airtel ExpressPlus Shops

Versionno:

1.1Process Owner: Retail Business

Prepared By: Customer

Experie!e A"ri!#

Version Control

Version Date Source (Name) Sections Updated Reasons or t!eC!ange

Description o t!eC!ange

1.0$ue%01&

CetumLe#ri' Lt(.

Complete )o!umet *i"ie( )o!umet+e,

)o!umet#tio

1.1 O!toer %015

Airtel A"ri!# Complete )o!umet *i"ie( )o!umet Fee(#!I!orpor#tio "rom

rem#ii' OpCo/s

"ppro#als

Name $o% &itle Signature Date

Approe( 2 3ie Si(,ell Ret#il 4e#( Fe %015

Approe( 2 6itul 7,#tr#Customer Experie!e)ire!tor

Fe %015

'ecti#eDate

Net Re#iew Date

Day ont! *ear ont! *ear

1 O!toer %015


4/35


5/35

CON&'N&

SOP Code SOP PAGE

STORE OPENING

))/A*/$+/- tore $pening

))/A*/$+/ 0orning 0eeting 1

Housekeeping


6/35

))/A*/$+/2 &ay )leaning / hop )leaning --

PEOPE !ANAGE!ENT

))/A*/$+/3 ta 4iring -5

))/A*/$+/5 6ew 4ire Training -7

))/A*/$+/8 ta 9ostering -

))/A*/$+/ Attendance 2

))/A*/$+/7 +erformance Appraisal 8))/A*/$+/1 )ode of )onduct :&iscipline , 'thics etc; T


7/35

))/A*/$+/21 (isa )ard Activation -2

))/A*/$+/3 +ayment 9eversal T


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Standard Operating Procedure )OC +O? CC@AXS@SOP@01

"irtel 'press3 S!ops S!op OpeningRE6ISIO+ +O? 00

EFFECTI6E )ATE?1> Fe %015

,low C!art

0+/ PURPOS'

To ope the store i the mori' e"ore the #rri#l o" the "irst !ustomer #( !o(u!t themori' #!tiities

.+/ SCOP'

The St#(#r( Oper#ti' Pro!e(ure is #ppli!#le to #ll Airtel ret#il shops Airtel oper#te( BFr#!hise oper#te(

4+/ R'SPONS-B-5-&*

Store 3##'er @ Airtel Shop St#"" 3emer


9/35

1+/ PROC'SS

"C&-V-&* R'SPONS-B-5-&*

1+0*lo! the '#tes o" the ret#il shop i the mori' #s per the!orrespo(i' store timi's usi' e2s. Dhere there is proisio o" theSe!urit2 ;u#r(s the Se!urit2 ;u#r(s sh#ll ulo! the '#tes.

Note: A2 st#"" memer ,ho is !o"i'ure( to (is#rm the #l#rm sh#llper"orm the #!tiit2 or #s per roster #( st#"" memer (ut2 #ssi'e( 2store m##'er

Store 3##'er @ AirtelShop St#"" 3emer

1+. O!e the '#tes #re opee( eter the ret#il shop #( (is#rm the #l#rms2stem ,ithi % miutes.


1+4 7eep the e2s o" the '#tes #t the pl#!e (esi'#te( "or the s#me Store 3##'er @ AirtelShop St#"" 3emer

1+1 Esure th#t #ll st#"" re#!hes the ret#il shop #s per the )ut2 Roster AXS@FR@01


1+2 Esure th#t the st#"" si's o"" the Atte(#!e Re'ister AXS@FR@0%!orrespo(i' to their #mes


1+6Esure the store 'ets !le#e( up 2 the houseeepi' st#"" #s the SOP – Ret#il Shop Cle#i' Store 3##'er @ AirtelShop St#"" 3emer

1+7 Co(u!t the 3ori' 3eeti' ,ith the st#"" #s the SOP – 3ori'3eeti'


1+8 Esure #ll the CCEs #re re#(2 to re!eie@,el!ome the !ustomers ust itime e"ore the #rri#l o" the "irst !ustomer


2+/ '"SUR''N& "&R-9:

-nputResources Outputeasures

Documents (- "ny) &"&

)ut2 Roster AXS@FR@01

Si'e( o"" Atte(#!eRe'ister AXS@FR@0%

- -

6+/ &'R-NO5O;* < "BBR'V-"&-ONS:

SOP St#(#r( Oper#ti' Pro!e(ure

CCE Customer C#re Exe!uties

7+/ R'V-S-ON =-S&OR*:

Re#ision No+ Re#ision Date Description (Reason or Re#ision)

Note: ,or all t!e ormats mentioned in t!e SOP> ?indly reer to t!e @"nneureA section


10/35


)OC +O? CC@AXS@SOP@0%

"irtel 'press3 S!ops orning eetingRE6ISIO+ +O? 00

)ATE?1> Fe %015

,low C!art

0+/ PURPOS'

This (o!umet (e"ies pro!e(ure "or !o(u!ti' the mori' meeti' post #rri#l o" the

s!he(ule( st#"" i the mori'

.+/ SCOP'

The s!ope o" the SOP !oers #ll emplo2ees s!he(ule( to !ome #t the Ret#il Shop

4+/ R'SPONS-B-5-&*

Store 3##'er


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1+/ PROC'SS

"C&-V-&* R'SPONS-B-5-&*

1+0 The (#il2 !le#i' #!tiit2 h#s to e !#rrie( out #t le#st 80 miutese"ore Airtel Shop is opee( "or !ustomers

Airtel Shop St#"" 3emers@Store

3##'er@4ouseeepi' Te#m3emer

1+. To st#rt ,ith the (ustis "rom the S#les G C#sh Couters StoreRooms et!. h#e to e !le#re( "rom its (esi'#te( #re# #( the(ustis to e pl#!e( #! #t their pl#!es.

Airtel Shop St#""3emers@4ouseeepi' Te#m3emer

1+4 A2 loose its o" p#per or other ,#ste m#teri#l "ou( o the "loorshoul( e pi!e( up "rom the "loor sur"#!e.


1+1 All posters #ers (ispl#2e( #t the Airtel Shop ee(s to e !le#e(

"irst ,ith # (r2 !loth the ,ith # (#mp !loth #( the #'#i ,ith # !le#(r2 !loth. I" reHuire( use # it o" !le#i' spr#2 ,hereer there #re#2 h#r( m#rs "ou(.

Airtel Shop St#""

3emers@4ouseeepi' Te#m3emer

1+2 The !outer sur"#!e ee(s to e !le#e( ,ith the (uster. To shie!le#i' o" !outers use sur"#!e !le#i' spr#2 #( the (r2 ,ipe ,ith# !le# !loth.


1+6 Sur"#!e o" (ispl#2 sheles #( the 'l#ss ee(s to e !le#e( up ,ith'l#ss !le#i' spr#2.


1+7 Simult#eous (usti' o" #ll the !h#ir le's #!rest et!.sh#ll e (oe. Airtel Shop St#""

3emers@4ouseeepi' Te#m3emer

1+8 The !omputer moitor sh#ll e 'etl2 ,ipe( ,ith the (#mpee( !loth.C#re h#s to e t#e to esure th#t either the po,er !or(s o" the!omputers #re (is!oe!te( or #re the o@o"" s,it!hes me((le( ,ith,hi!h mi'ht result i loss o" i#lu#le (#t# et!.


1+ The "ollo,i' !le#i' #!tiit2 o" the !omputer e2 o#r(s shoul( eu(ert#e-

− Che! the o,ers m#u#l. I" the m#u"#!turer h#s proi(e(

spe!i"i! istru!tios "ollo, them else lo, #ir "rom mouth ,ithpressure to !le# et,ee the e2s. Spr#2 #t # #'le to (islo('e

(ust #( 'rime.− Sh#e loose (ust 'etl2 out o" the e2o#r(.

− Spr#2 # sm#ll #mout o" #2 !le#i' "lui( oto # r#'.

− D#it util the e2o#r( is (r2 e"ore re!oe!ti' it to the

!omputer.


1+0/ The priter sh#ll e !le#e( thorou'hl2 ,ith (uster #( use !le#i'solutio o outer sur"#!e o" the priter #( (r2 ,ipe ,ith !otto !loth.



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"C&-V-&* R'SPONS-B-5-&*

1+00 The stor#'e !#iets elo, the !outers h#e to e ,ipe( ,ith the(#mp (uster.


1+0. So"#@!ou!h i the !ustomer ,#iti' #re# #t the Airtel Shop sh#ll erushe( 'etl2 ,ith the upholster2 rush

Airtel Shop St#""3emers@4ousee

epi' Te#m3emer

1+04 The 'l#ss t#le top i" #2 sh#ll e !le#e( ,ith the 'l#ss !le#i'(uster #( 'l#ss !le#i' spr#2.


1+01 )r2 mop the "loor to !olle!t the (r2 (ust #( (irt usi' the !le#i'mop. )ust shoul( e '#there( #( !le#re( "rom # si'le poit. Itshoul( ot e '#there( i "rot o" #2 !outer. A"ter the (ust is'#there( it h#s to e pi!e( up ,ith the help o" # (ustp# #((eposite( i the '#r#'e #'. +ext ,et moppi' o" the "loor h#s to e(oe.


1+02 The mer!h#(i9i' pro(u!ts o (ispl#2 ee( to e !le#e( ,ith so"t(r2 !le# (uster #( !he!e( "or #2 ph2si!#l (#m#'e. I" there is #2isile ph2si!#l (#m#'e "ou( the the pro(u!t ee(s to eimme(i#tel2 repl#!e( ,ith #other oe "or (ispl#2. The t#'s (ispl#2e(shoul( e !le#e( i # simil#r m#er #( i"orm#tio (ispl#2e( it#'s h#e to e up(#te( #s #( ,he there is #2 !h#'e i thepro(u!t th#t is (ispl#2e( or pri!e !h#'e.


1+06 I"orm the Store 3##'er #"ter the "iish o" the (#il2 !le#i' #!tiit2 Airtel Shop St#"" 3emers@4ouseeepi' Te#m3emer

1+07 T#e # rou( o" the Airtel Shop #( !he! "or the e""e!tieess o" the!le#i' #!tiit2. I" #2thi'@pl#!e is "ou( (irt2 the i"orm the St#""3emer ,ho i tur imme(i#tel2 !le#s the sur"#!e.

Store 3##'er

2+/ '"SUR''N& "&R-9

-nput Resources Outputeasures

Parameter &arget

Store Cle#i'EHuipmets

Cle# Ret#il Outlet )#il2 Cle#i' Dithi 80 miutes o" Shop opei'

6+/ &'R-NO5O;* < "BBR'V-"&-ONS



15/35

7+/ R'V-S-ON =-S&OR*

Re#ision No+ Re#ision Date Description



)OC +O? CC@AXS@SOP@0&


16/35

"irtel 'press3 S!ops Sta =iring < &rainingRE6ISIO+ +O? 00

)ATE?1> Fe %015

8+/ PURPOS'

This (o!umet (e"ies pro!e(ure "or hiri' e, st#"" #( i(u!tio tr#ii' "or m#i' them

re#(2 "or the shop "loor.

+/ SCOP'

The s!ope o" the SOP !oers #ll o roll #( o"" roll emplo2ees o" the Airtel Express Shops

0/+/ R'SPONS-B-5-&*

Store 3##'er

,low C!art


17/35

00+/ PROC'SS

"C&-V-&* R'SPONS-B-5-&*

1+0 3#po,er hiri' !# e the result o" #2 o" the "ollo,i'?

• Chur ,hi!h m#2 e olut#r2 or iolut#r2.

• Tr#s"ers iter#l@exter#l JItr# Fu!tio Itr# *it Iter

Fu!tioK

• usiess Exp#sio• +e, Positio

Store 3##'er

1+. R#ise reHuest "or m#po,er 2 "illi' the 3#po,er ReHuisitio FormAXS@FR@08 spe!i"2i' the ex#!t m#po,er reHuiremets.

Store 3##'er

1+4 The 3#po,er ReHuisitio Form AXS@FR@08 sh#ll e set to?

• Fr#!hise O,er "or O"" Role Emplo2ee hiri'

• Airtel 4R) "or O Role Emplo2ee hiri'

Store 3##'er

1+1 The #!#!2 m#2 e "ille( "rom #2 o" the "ollo,i' sour!es?

• Iter#l@exter#l re"ere!es

• Iter r#!h tr#s"ers

• Exter#l sour!i'

4iri' 3##'er

1+2 O!e the !#(i(#tes #re short liste( 2 the Fr#!hise O,er@Airtel4R) the s!ree #( iterie, the !#(i(#tes usi' the C#(i(#teIterie, Assessmet Form AXS@FR@0&

Store 3##'er

1+6 4#(oer the Iterie, Assessmet Form AXS@FR@0& to the 4iri'3##'er so th#t the !#(i(#te !# e 'ie the o o""er ,here thereis hiri' throu'h exter#l sour!es

Store 3##'er

1+7 Del!ome the e, emplo2ee o the (#2 o" his@her oii' #( esurehe@she 'ets "#mili#ri9e( ,ith the Airtel Shop #( rest o" the st#""

Store 3##'er

1+8 )is!uss e2 resposiilit2 #re# ,ith e, emplo2ee #( 'ui(e@help i"illi' the 7RA Sheet Per"orm#!e Appr#is#l Form-AXS@FR@05

1+ Esure the e, emplo2ee u(er'oes the I(u!tio Tr#ii' ,ithi the

"irst ,ee o" oii'

Store 3##'er

1+0/ Ali' the e, emplo2ee to # experie!e( st#"" memer to u(er'o othe o ,or tr#ii'

Store 3##'er

1+00 4#e the e, emplo2ee h#(le the role ,hile # experie!e(emplo2ee sh#(o,s him@her "or osite !orre!tie #!tios.

Store 3##'er

1+0. Che! the !o"i(e!e leel o" the e, emplo2ee to ,or o thes2stems #( pro!esses e"ore he@she i(epe(etl2 h#(les the role.

Store 3##'er

0.+/ PROC'SS D'&"-5S


Parameter &arget

• $o 6#!#!2• 3#po,er Resour!e

Form AXS@FR@08

• Iterie,

Assessmet FormAXS@FR@0&

Resour!e 4ire( G Tr#ie( - Re#(2 resour!e i 10(#2s


18/35

6+/ &'R-NO5O;* < "BBR'V-"&-ONS




8+/ 'N&-ON < "&&"C= 5-S& O, ,OR"&S (-, "N*):

8+0 anpower Reuisition ,orm ("9S,R/4)

?9 2 @ 0anpower9equisition ?ormat.d

8+. -nter#iew "ssessment ,orm ("9S,R/1)

?9 3 @ >nterviewAssessment ?orm.do


)OC +O? CC@AXS@SOP@05


19/35

"irtel 'press3 S!ops New =ire &rainingRE6ISIO+ +O? 00

)ATE?1> Fe %015

0+/ PURPOS'

This (o!umet (es!ries the pro!ess o" i(u!tio tr#ii' "or the e, emplo2ee i or(er "or

him@her to ,or e""e!tiel2 #( e""i!ietl2 i Airtel Shops.

.+/ SCOP'

The s!ope o" the SOP !oers #ll e,l2 hire( emplo2ees #t the Airtel Shops

4+/ R'SPONS-B-5-&*

Store 3##'er Airtel 4um# Resour!es LG) Shop Cosult#t #( +e, Emplo2ee

,low C!art

1+/ PROC'SS

"C&-V-&* R'SPONS-B-5-&*

1+0 All e, shop st#"" must u(er'o i(u!tio tr#ii' prior to +e, Emplo2ee


20/35

"C&-V-&* R'SPONS-B-5-&*

!omme!emet o" ,or #t the shops.

Note: Appli!#le "or e,l2 hire( m##'ers ol2 #'et or exe!utiessh#ll e tr#ie( iter#ll2 2 store m##'er or SPOC #li'e( 2 storem##'er

1+. The i(u!tio is # prereHuisite "or the !omme!emet o" ,or #t #2

Airtel shop ,ithout ,hi!h the st#"" ,ill ot e #llo,e( to ,or #t theshop.

Store 3##'er

1+4 Tr#ii' ,ill e h#(le( 2 Airtel/s 4um# Resour!es Le#ri' G)eelopmet i !ou!tio ,ith Store 3##'er.

Airtel 4um#Resour!es LG) @Store 3##'er

1+1 The i(u!tio tr#ii' ,ill e (ii(e( ito % mo(ules?

• Itesie !l#ssroom tr#ii' – % ,ees.

• O the o tr#ii' #t # oper#tio#l Airtel Shop – % ,ees.

Store 3##'er

1+2 +e,l2 hire( emplo2ees ,ill u(er'o t,o ,ees o-the-o tr#ii' 2ei' #tt#!he( to i(eti"ie( Airtel shops.

Store 3##'er

1+6 The e, emplo2ees ,ill e #tt#!he( to # Shop Cosult#t@Store

3##'er ,ho ,ill 'ui(e the e, st#"" throu'hout the (ur#tio o" the othe o tr#ii'.

Store 3##'er

1+7 SC@S3 ,ill ,rite # ,eel2 report o the pro'ress o" the e, st#"". Thisreport ,ill e "or,#r(e( to the Airtel/s 4um# Resour!es LG).

Shop Cosult#t @Store 3##'er

1+8 At the e( o" the tr#ii' # #ssessmet test ,ill e t#e 2 the e,st#"" ,ho must #!hiee # miimum s!ore o" >0.

+e, Emplo2ee

1+ Dhe the e, st#"" "#ils to #!hiee the #oe s!ore he@she sh#llret#e the test #( esure miimum s!ore is #!hiee(.

+e, Emplo2ee

2+/ '"SUR''N& "&R-9


Parameter &argetO o#r(i' o" +e,Emplo2ee

+e, Emplo2ee Tr#ie( E#!h e, emplo2ee oii'the Airtel Shop

% ,ees Cl#ssroomTr#ii' #( % ,ees

O$T

6+/ &'R-NO5O;* < "BBR'V-"&-ONS:


LG) Le#ri' G )eelopmet

O$T O the $o Tr#ii'

SC Shop Cosult#t

S3 Store 3##'er

CSR Customer Seri!e Represet#tie


21/35





22/35


23/35

1+/ PROC'SS

"C&-V-&* R'SPONS-B-5-&*

1+0 The Store 3##'er h#s the resposiilit2 to m#e (e!isios #rou(ho, to (eplo2 emplo2ees o "uture shi"tsM ho,eer this is limite( toimplemeti' the lo!#l poli!2 o" the p#rti!ul#r OPCO@Coutr2 #se( o

(e!isios m#(e 2 the St#te ;oermet.Dhile rosteri' the pl#e( le#es o" emplo2ees shoul( e t#e ito!osi(er#tio

Store 3##'er

1+. Prep#r#tio o" # &-,ee propose( )ut2 Roster AXS@FR@01 #t le#st 1,ee i #(#!e o" the perio( !omme!emet usi' the oper#ti'pro!e(ures #s st#te( i St#(#r( Oper#ti' Pro!e(ures se!tio o" this(o!umet.+OTE? 3ost Airtel Shops emplo2 # &-,ee propose( roster ,hi!hshoul( e #se( #rou( the #'ree( p#r#meters "or "lexile rosteri'#( !ompli#!e ,ith rele#t L#or L#, reHuiremets.

Store 3##'er

1+4 The propose( )ut2 Roster AXS@FR@01 shoul( e ##il#le to theReporti' 3##'er "or reie, #( #ppro#l #t le#st 1 ,ee e"ore the

st#rt o" the perio(.

Store 3##'er

1+1 3#e !h#'es to the propose( )ut2 Roster AXS@FR@01 #s (ire!te(2 the Reporti' 3##'er

Store 3##'er

1+2 Pulish the oper#tio#l ersio o" the propose( )ut2 RosterAXS@FR@01 "or emplo2ees % (#2s e"ore the perio( !omme!emet(#te.

Store 3##'er

2+/ '"SUR''N& "&R-9


Parameter &arget

Time G Atte(#!e o"

3#po,er #t Airtel Shop

)ut2 Roster AXS@FR@01 - 1 ,ee e"ore the

!omme!emet (#te.

6+/ &'R-NO5O;* < "BBR'V-"&-ONS:


OPCO Oper#ti' Coutr2







24/35

"irtel 'press3 S!ops Sta "ttendanceRE6ISIO+ +O? 00

)ATE?1> Fe %015

0+/ PURPOS'

This (o!umet (es!ries the pro!ess o" t#i' (#il2 #tte(#!e o" the st#"" i or(er to !he!

!ompli#!e to the )ut2 Roster AXS@FR@01.

.+/ SCOP'

The s!ope o" the SOP !oers #ll st#"" memers o" the Airtel Shops

4+/ R'SPONS-B-5-&*

Store 3##'er #( #ll Airtel Shop St#"" 3emers

,low C!art


25/35

1+/ PROC'SS

"C&-V-&* R'SPONS-B-5-&*

1+0 All Airtel shop st#"" #re expe!te( to ,or i their respe!tie lo!#tios#s per the )ut2 Roster AXS@FR@01or #s (ire!te( 2 the Store3##'er.

All Airtel ShopSt#"" 3emers

1+. Store emplo2ee@st#"" sh#ll ,#l i to the Airtel Shop e"ore the

e'ii' o" their shi"t@e'ii' o" the (#2.

All Airtel Shop

St#"" 3emers1+4 All shop st#"" #re expe!te( to resume #!tiities #t le#st 80 miutes

e"ore o""i!i#l resumptio time i or(er to prep#re "or the (#2/s#!tiities to sere !ustomers. Dhere there is # emer'e!2 #(l#teess #ti!ip#te( st#"" must !#ll their respe!tie superisors #he#(o" time.


1+1 3#e etr2 i the m#u#l Atte(#!e Re'ister AXS@FR@0%. Eter theemplo2ee (et#ils time o" etr2 #( si'#ture.


1+2 The m#u#l Atte(#!e Re'ister AXS@FR@0% ee(s to e !he!e(#( eri"ie( 2 the Store 3##'er (uri' the (#2.

Store 3##'er

1+6 Store 3##'er ,ill #lso e reHuire( to m#e # etr2 i 3#u#l Atte(#!e Re'ister AXS@FR@0% ,he he st#rts his (#2 #t the store.

Store 3##'er

1+7 I" the Thumprit s!#er is ##il#le #t the store s!# the thum ori(ex "i'er i the #tte(#!e !#pturi' m#!hie to re'ister the st#rttime o" the (#2.I !#se the thum prit s!#er is ot ##il#le @ ot ,ori' esure#tte(#!e is m#re( o the 3#u#l Atte(#!e Re'isterAXS@FR@0%.

Note:1. *p(#te the (et#ils i #tte(#!e re'ister m#!hie "or #2 e,emplo2ee oii' i.%. I !#se #tte(#!e m#!hie is ot ,ori' t#e #tte(#!e ol2 om#u#l Atte(#!e Re'ister AXS@FR@0%.


1+8 Che! !ompli#!e o" St#"" 3emers/ #tte(#!e #sis the Atte(#!eRe'ister AXS@FR@0% #( the )ut2 Roster AXS@FR@01.

Store 3##'er

1+ )is!uss (ei#tios ,ith the St#"" 3emers i perio(i! meeti's or(uri' oe o oe iter#!tio.

Store 3##'er

2+/ '"SUR''N& "&R-9


Parameter &arget

)ut2 RosterAXS@FR@01

Atte(#!e Re'ister AXS@FR@0%

Shi"t timi' o" e#!hemplo2ee

Dithi the "irst 80miutes o" st#"" etr2

6+/ &'R-NO5O;* < "BBR'V-"&-ONS:



26/35





)OC +O? CC@AXS@SOP@0=

"irtel 'press3 S!ops Sta Perormance "ppraisalRE6ISIO+ +O? 00



27/35

0+/ PURPOS'

This (o!umet (e"ies pro!e(ure "or ,or per"orm#!e #ssessmet #( #ppe#l pro!ess.

To proi(e 'ui(elies "or (eelopi' #( implemeti' per"orm#!e #ppr#is#ls "or #ll Airtel

Shop st#"".

.+/ SCOP'

The s!ope o" the SOP !oers #ll o roll #( o"" roll emplo2ees o" the Airtel Shops

4+/ R'SPONS-B-5-&*

Store 3##'er #( Airtel Shop St#"" 3emers

,low C!art

1+/ PROC'SS

"C&-V-&* R'SPONS-B-5-&*

1+0 Per"orm#!e #ppr#is#ls sh#ll e !omplete( #( "ile( o thePer"orm#!e Appr#is#l Form AXS@FR@05 o!e eer2 moths

Store 3##'er #( Airtel Shop St#""


28/35

"C&-V-&* R'SPONS-B-5-&*

3emers

1+. The o per"orm#!e o" e#!h st#"" memer sh#ll e e#lu#te( o the#sis o" their ,or #s it rel#tes to the (uties #( resposiilities o" thepositio.

Store 3##'er

1+4 7eep otes #( m#it#i #(miistr#tie re!or(s re'#r(i' oper"orm#!e to (o!umet i"orm#l persoel #!tios #( supportsuseHuet "orm#l per"orm#!e #ppr#is#ls. The per"orm#!e#ppr#is#l sh#ll e !omplete( usi' the Per"orm#!e Appr#is#l FormAXS@FR@05.

Store 3##'er

1+1 The Store 3##'er #( the St#"" 3emer sh#ll meet to (is!uss the#ppr#is#l #ssess the St#"" 3emer/s stre'ths #( ,e#esses i #!ostru!tie m#er #( set 'o#ls #( oe!ties "or the ext#ppr#is#l perio(.

Store 3##'er #( Airtel Shop St#""3emers

1+2 The #ppr#is#l presete( to the St#"" 3emer sh#ll h#e ee reie,e(#( si'e( 2 the Store 3##'er. The St#"" 3emer sh#ll e 'ie theopportuit2 to ex#mie the ,ritte #ppr#is#l #( h#e the optio to!ommet i ,riti' re'#r(i' its !otet.

Store 3##'er #( Airtel Shop St#""3emers

1+6Store 3##'er sh#ll (is!uss the St#"" 3emer/s oper"orm#!e ,ith them o # i"orm#l #sis i pri#te ,heeer theee( to (o so #rises

Store 3##'er

1+7 )isputes oer Nus#tis"#!tor2N #( i some ist#!es Nless th# 'oo(Noer#ll per"orm#!e e#lu#tios "or St#"" 3emer m#2 e es!#l#te( tohi'her m##'emet

St#"" 3emer

2+/ '"SUR''N& "&R-9


Parameter &arget

+#ture #( umer o"

3#po,er #t Airtel Shop

Per"orm#!e Appr#is#l

Form AXS@FR05

Appr#is#ls o" #ll st#""

memers

O!e eer2 moths.

6+/ &'R-NO5O;* < "BBR'V-"&-ONS:





Standard Operating Procedure )OC +O? CC@AXS@SOP@10

"irtel 'press3 S!ops Sta =ygieneRE6ISIO+ +O? 00



29/35

0+/ PURPOS'

The purpose o" this (o!umet is to proi(e 'ui(elies "or the St#"" 3emers ,ith respe!t to the)ress Co(e #( perso#l h2'iee.

.+/ SCOP'

The St#(#r( Oper#ti' Pro!e(ure is #ppli!#le to #ll emplo2ees o" Airtel ret#il shops Airteloper#te( B Fr#!hise oper#te(

4+/ R'SPONS-B-5-&*

All Airtel Shop St#"" 3emers #( Store 3##'er

,low C!art

1+/ PROC'SS

"C&-V-&* R'SPONS-B-5-&*


30/35

1+0 All St#"" 3emers must e properl2 #ttire( i the stipul#te( Airtel Shopui"orms #s proi(e( 2 Airtel.

Airtel Shop St#"" 3emers

1+. Dhere there #re o ui"orms #ll st#"" must ,e#r the stipul#te( !olors "or spe!i"i! (#2s #s #'ree( ,ith the Superisors@3##'ers.


1+4 Se( # reHuisitio to Airtel SPOC Re'io#l Ret#il 3##'er "or thereHuire( umer o" ui"orms #lo' ,ith (et#ils su!h #s si9e Hu#tit2et!.

+ote? I !#se #2 !h#'es #re su''este( 2 Airtel Te#m 4R@3#reti'i the ui"orm@#ttire the the pro!ess "or reHuisitio shoul( e s#me #sst#te( #oe

Store 3##'er

1+1 All Shop st#"" memers must pro"essio#ll2 (ispl#2 their I) !#r(s@#met#'s #t #ll times ,ithi the shop premises.


1+2 St#"" 3emers sh#ll #(here to the St#"" )ress Co(e ;ui(eliesAXS@FR@11.


1+6 A2 o-!ompli#!e to the St#"" )ress Co(e ;ui(elies AXS@FR@11sh#ll le#( to # er#l ,#ri' #( suseHuet iol#tios sh#ll le#( to,ritte ,#ri'.


1+7 I" the St#"" 3emer (oes ot #(here to the St#"" )ress Co(e ;ui(elies

AXS@FR@11 ee #"ter ,ritte ,#ri' the the Store 3##'er m#2termi#te him@her #"ter (is!ussio ,ith the Reporti' 3##'er.

Store 3##'er

2+/ '"SUR''N& "&R-9:

-nputResources Outputeasures

Documents (- "ny) &"&

St#"" )ress Co(e;ui(elies AXS@FR@11

St#"" (resse( #s per St#"")ress Co(e ;ui(eliesAXS@FR@11

-e"ore the opei' timi'

o" the Airtel Shop

6+/ &'R-NO5O;* < "BBR'V-"&-ONS:


SPOC Si'le Poit O" Cot#!t

7+/ R'V-S-ON =-S&OR*:

Re#ision No+ Re#ision Date Description (Reason or Re#ision)





31/35

"irtel 'press3 S!opsSta "ssessment< Store

"udits

RE6ISIO+ +O? 00


0+/ PURPOS'

This (o!umet (e"ies pro!e(ure "or St#"" G Store Au(it@Assessmets

To proi(e 'ui(elies "or St#"" G Store Au(it@Assessmets o" #ll Airtel Shop@shop st#""

memers.

.+/ SCOP'

The s!ope o" the SOP !oers #ll o roll #( o"" roll emplo2ees o" the Airtel Shops

4+/ R'SPONS-B-5-&*

Compli#!e Te#m@Tr#ii' Te#m

,low C!art

1+/ PROC'SS


32/35

"C&-V-&* R'SPONS-B-5-&*

1+0 Prep#re Au(it C#le(#rAXS@FR@0= G sh#re ,ith reporti' m##'er Store Compli#!eTe#m

1+. 6#li(#te #( 'ie 'o #he#( "or the #u(it i !#se #2 !h#'es #rereHuire( su''est the s#me to the Compli#!e Te#m

Reporti' 3##'er

1+4 I!orpor#te the su''este( !h#'es #( sh#re the Au(it

C#le(#rAXS@FR@0= ,ith Store 3##'er

Store Compli#!e

Te#m

1+1 Re#!h the store #s per Au(it C#le(#r AXS@FR@0= #( !o(u!t store#u(it @ st#"" #ssessmet.

Compli#!e Te#m

1+2 Esure st#"" memer Smile ,he re!eie ;uest Del!ome ;uestPerso#li9e ReHuest "or ;uest +#me Sho, Ethusi#sm A((ress the!ustomer ,ith Title G L#st +#me

Compli#!e Te#m

1+6 4e@ She shoul( Liste ;uest Huer2 Aoi( iterruptio ,he !ustomert#li' Sho, iterest "or resolutio Proe Summ#ri9e ProlemEmp#thi9e G Apolo'i9e i" reHuire(

Compli#!e Te#m

1+7 4e @ She proi(e solutio i" possile else su''est #lter#tie *psellG Cross Sell ut (o/t tr2 to "or!e #( oer sell

4e@ She shoul( t#e ;uest "ee(#! #( th# 2ou the ;uest ,ithpri(e st#temet Th# 2ou "or ei' # #lue( Airtel ;uest it,#s # priile'e seri' 2ou

Compli#!e Te#m

1+8 Prep#re Au(it Report #( Sh#re ,ith Reporti' 3##'er G Store3##'er #( reHuest@ot#i #!o,le('emet

Compli#!e Te#m

1+ I!#se (uri' t,o !ose!utie #u(its st#"" #ssessmet s!ore "ori(ii(u#l st#"" memer is less th# >0 the su''est the storem##'er to re"er the st#"" memer "or perio(i!@re"resher tr#ii' Re"er

to Tr#ii' +ee( I(eti"i!#tio SOP

Note? Co(u!t re #u(it o" the st#"" memer "#ile( (uri' t,o!ose!utie st#"" #ssessmets F#ilure to !ompl2 upo 8 iteretiosi the s#me #re#s shoul( le#( to ,ith(r#,#l o" St#"".

Compli#!e Te#m

2+/ '"SUR''N& "&R-9


Parameter &arget

Au(it C#le(#r

AXS@FR@0=

;uest Sheet

AXS@FR@0> Store Au(itReport AXS@FR@10 GTr#ii' +ee(I(eti"i!#tio

Store #( Assessmets o"

#ll stores Gst#"" memers

• Au(it C#le(#r – L#st

,ee o" the moth "or the ext moth

• ;uest Sheet G Store

Au(it Report – Dithi% (#2s o" !o(u!ti'

#u(it

6+/ &'R-NO5O;* < "BBR'V-"&-ONS:


R3 Reporti' 3##'er


33/35





34/35

Audit Calendar

Purpose? To spe!i"2 #( pl# out #s to ,he # store ,ill e e#lu#te( 2 the Au(itor to (etermie i" the !urret pr

Co(u!te(@Prep#re( 2?

Prep#re( o ?

No of

audit

Date Day Store Location Show Room

Name

Store Manager Name o

Audite

01-Au'-1& Fri(#2 P#si(e To,ers Airtel Express Ruth er#r(

0%-Au'-1& S#tur(#2

08-Au'-1& Su(#2

0&-Au'-1& 3o(#2

05-Au'-1& Tues(#2

0-Au'-1& De(es(#20-Au'-1& S#tur(#2

10-Au'-1& Su(#2

11-Au'-1& 3o(#2

1%-Au'-1& Tues(#2

18-Au'-1& De(es(#2

1&-Au'-1& Thurs(#2

15-Au'-1& Fri(#2

1-Au'-1& S#tur(#2

1-Au'-1& Tues(#2

%0-Au'-1& De(es(#2

%1-Au'-1& Thurs(#2

%%-Au'-1& Fri(#2

%8-Au'-1& S#tur(#2

%&-Au'-1& Su(#2

%5-Au'-1& 3o(#2

%-Au'-1& Tues(#2

%-Au'-1& Fri(#2

80-Au'-1& S#tur(#2

81-Au'-1& Su(#2

** Mark out Holidays on the calendar

** For multiple audits in a day cols added


35/35


)OC +O? CC@AXS@SOP@1%

"irtel 'press3 S!ops ont!ly &arget "llocation RE6ISIO+ +O? 00

EFFECTI6E )ATE?