MANUAL OF CMS

ISO 9001:2008 STANDARD

CONTROLLED COPY


NIS Management Pvt. Ltd. / Title: Contents
Ref. No.
Issue No. : 1 ; Rev. 0 ; / Date : 18.07.10 Effective from : 02.09.10 Page 1 of 1

MANUAL OF CMS (Complaint Management System)

TABLE OF CONTENTS

Sl. No. / Ref. No. / Title / Rev. No. / Date / Total Pages
1. / CMS/CLP/01 / Logging Complaints / 0
2. / CMS/EGH/02 / Handling Employee Grievances
3. / CMS/HIA/03 / Handling Incidents / Accidents / 0
4. / CMS/CSF/04 / Handling Client Satisfaction Feedback (CSF) / 0
5. / CMS/PRR/05 / Processing and Releasing Reports / 0
6. / CMS/EM/WI_01 / Work Instruction on Escalation Matrix (Security Division) / 0
7. / CMS/EM/WI_02 / Work Instruction on Escalation Matrix (Facility Management Division) / 0
8. / CMS/EM/WI_03 / Work Instruction on Escalation Matrix (Branches) / 0
9. / CMS/CRI/WI_04 / Work Instruction on CRI Calculation
10. / CMS/CSF/WI_05 / Format of CSF / 0
11. / CMS/MIS/WI_06 / Format for MIS Report / 0
12. / CMS/CPA/WI_06 / Work Instruction for CA & PA / 0

NIS Management Pvt. Ltd. / Title: Procedure for Logging Complaints
Ref. No. CMS/CLP/01
Issue No. : 1 ; Rev. 0 ; / Date : 18.07.10 Effective from : 02.09.10 Page 1 of 3
  1. Procedure for Logging Complaints

1. Purpose: Logging all the complaints through ERP.

2. Scope: Applicable to all complainants and responsible persons.

3. Responsibility:The overall responsibility for logging complaints lies with Exec. – CMSHOD-CMS.

4.Procedure steps:

Sl. No. / Activity / Responsibility
4.1 / Identification of Sources of Complaints
4.1.1 / There are usually five sources from which a complaint may get generated. These are: / Complainants
  • Client Complaint

  • Client Satisfaction Feedback

  • Site Visit Complaint

  • Night Patrolling Compliant

  • Staff Observation Complaint

4.1.2 / All the complaints will come to Control Room via mail / phone / letter / Complainants
4.1.3 / The complaints are logged in the ERP / Exec. Ctrl. Room
4.1.4 / In case of verbal complaints a confirmation regarding the detailsof the same is sent to the complainant via mail. / Do
4.2 / Allotment of Complaints
4.2.1 / The complaint is being forwarded to the process owner / concerned person of the concerned Dept. following the Escalation Matrix. / Exec. Ctrl. Room

NIS Management Pvt. Ltd. / Title: Procedure for Logging Complaints
Ref. No. CMS/CLP/01
Issue No. : 1 ; Rev. 0 ; / Date : 18.07.10 Effective from : 02.09.10 Page 2 of 3
Sl. No. / Activity / Responsibility
4.2.2 / The target closure date is being allotted in accordance with the “Escalation Matrix”. / Exec. Ctrl. Room
4.2.3 / A mail is being generated and sent to the concerned person indicating the complaint number and its status. The target closure date is also mentioned in that mail. / Do
4.2.4 / Several follow ups are done over phone to ensure the closure of the complaint within the target closure date and the same is being updated in the ERP. / Do
4.3 / Escalation of Complaints
4.3.1 / If the complaint is not attended within the target closure date, it is further escalated to the immediate higher level of the initial recipient and the status of the complaint is being changed and a new target closure date is allotted (an escalated Moderate L – II complaint becomes Major L – III)
4.4 / Closure of Complaints
4.4.1 / In case the complaint becomes closed within the target closures date a written documentation / mail is being sent to the client for the acknowledgement of the same. .
N. B.: This acknowledgement consists of three days of time limit to the client for expressing his further dissatisfaction over the same. / Do
4.4.2 / If nothing reached the Control Room within three days the complaint is treated as closed. / Do

NIS Management Pvt. Ltd. / Title: Procedure for Logging Complaints
Ref. No. CMS/CLP/01
Issue No. : 1 ; Rev. 0 ; / Date : 18.07.10 Effective from : 02.09.10 Page 3 of 3
Sl. No. / Activity / Responsibility
4.5 / Reopening of Complaints
4.5.1 / Any closed complaint can be reopened for the following reasons:
  • If the client expresses his dissatisfaction over the closure of the same.

  • If the complaint is not closed with the proper feedback from the concerned person.

  • If the date and time are wrongly put during the closure of the complaint.

4.5.2 / After receiving the same a mail is being sent to the higher authority sighting the reason for reopening the complaint. / Exec. Ctrl. Room
4.5.3 / The reopened complaint again gets escalated following the “Escalation Matrix”. / Do
4.5.4 / If any complaint comes straight from the Directors’ desk then that is being treated as Critical L – IV complaint. / Do
4.6 / Branch Complaints
4.6.1 / Complaints from the Branches can be received directly from the clients at the branch / Brach Heads / Branch coordinators/ Branch Controller / Directors. / Concerned Person
4.6.2 / Then the complaints are allotted like above (4.2 – 4.5) / Ctrl. Room Exec.

7.0 PROCESS MEASURES

sl
N0 / Parameter / Unit of Meas urement / Method / Freque ncy / Target Value/ Tolera nce / Responsi bility / Target Date / Type of Measure
01. / Complaints / Any complaint form the claint / Over phone, through CSF, Night Patrolling, Site visit, Staff observation / As and when required / - / Exec. Control Room / - / -

NIS Management Pvt. Ltd. / Title: Procedure for Handling Employee Grievance
Ref. No. CMS/EGH/02
Issue No. : 1 ; Rev. 0 ; / Date : 18.07.10 Effective from : 02.09.10 Page 1 of 1
  1. Procedure for Handling Employee Grievance

1. Purpose: Handling all employee grievances through ERP.

2. Scope: Applicable to all complainants and concerned persons.

3. Responsibility:The overall responsibility for handlingemployee grievances lies with Exec. – Control RoomHOD-CMS.

4.Procedure steps:

Sl. No. / Activity / Responsibility
4.1 / Logging Employee Grievances
4.1.1 / All the employee grievances are received in a written format. / HR
4.1.2 / The said grievances are being sorted out and scanned by Control Room. / Do
4.1.3 / Grievances are logged in the ERP / Ctrl. Room Exec.
4.1.4 / The grievances are sent to the concerned department / Do
4.1.5 / Same escalation matrix is being followed for these complaints. / Do
4.2 / Closure of Employee Grievances
4.2.1 / Same process is being followed for the closure of the complaints. / Concerned Persons

7.0 PROCESS MEASURES

sl
N0 / Parameter / Unit of Meas urement / Method / Freque ncy / Target Value/ Tolera nce / Responsi bility / Target Date / Type of Measure
01. / Employee Grievance / Any employee grievance / Over phone / personal visit / As and when required / - / Exec. Control Room / - / -

NIS Management Pvt. Ltd. / Title: Procedure for Handling Incidents / Accidents
Ref. No. CMS/HIA/03
Issue No. : 1 ; Rev. 0 ; / Date : 18.07.10 Effective from : 02.09.10 Page 1 of 1
  1. Procedure for Handling Incidents / Accidents

1. Purpose: Handling all incidents / accidents through ERP.

2. Scope: Applicable to all concerned departments.

3. Responsibility:The overall responsibility for handling incidents / accidents lies with Exec. – Control Room HOD-CMS.

4.Procedure steps:

Sl. No. / Activity / Responsibility
4.1 / Identification of Incidents / Accidents
4.1.1 / Any incident such as theft, prevention of theft, prevention of any mis – happening at sites etc. are treated as incidents.
4.2 / Logging and circulation of the Incidents / Accidents
4.2.1 / On receiving the information from site / office staff the same is being logged in the ERP. / Exec. Ctrl Room
4.2.2 / After logging the same is being circulated to all HODs and Directors. / Do
4.2.3 / Any road accident / site accident / death case /other accident / any other accident being on duty the information regarding the same are being circulated to the HODs and both the directors. / Do
4.2.4 / The follow ups are being carried out with the concerned site in charge for the updated news about the same subsequently the updated information is also circulated. / Do

7.0 PROCESS MEASURES

sl
N0 / Parameter / Unit of Meas urement / Method / Freque ncy / Target Value/ Tolera nce / Responsi bility / Target Date / Type of Measure
01. / Incident / Accident at the site / Any single incident /accident / Over phone or by other means / As and when required / - / Exec. Control Room / - / -

NIS Management Pvt. Ltd. / Title: Procedure for Handling CSF
Ref. No. CMS/CSF/04
Issue No. : 1 ; Rev. 0 ; / Date : 18.07.10 Effective from : 02.09.10 Page 1 of 1
  1. Procedure for Handling CSF

1. Purpose: Getting all the CSFs filled up by the clients and producing the reports.

2. Scope: Applicable to all concerned departments.

3. Responsibility:The overall responsibility for handling CSF lies with Exec. – Control Room & HOD – CMS.

4.Procedure steps:

Sl. No. / Activity / Responsibility
4.1 / Filling CSF form by the Client
4.1.1 / The CSF form is being sent to the individual clients via mail / Exec. Ctrl Room
4.1.2 / Follow – up is being done on phone with the client for getting the feedback early. / Do
4.1.3 / On receiving the CSF format duly filled up by the client CSF analysis report is being generated on weekly basis. / Do
4.1.4 / The parameters which were poorly marked by the clients are sorted out. / Do
4.1.5 / The complaints are generated on these parameters in the ERP for addressing the same by the concerned department. / Do
4.1.6 / The same process is being followed for the branches. / Do
4.1.7 / Clubbing the CSF of the two quarters CRI is calculated. / HOD – CMS
4.1.8 / The report of CRI is being mailed to the Director, HOD – OPS, Br. Head and GM – Services. / Do
4.1.9 / Further functions are being carried out by the concerned departments after receiving the client status from the CRI report. / Concerned Person

NIS Management Pvt. Ltd. / Title: Procedure for Handling CSF
Ref. No. CMS/CSF/04
Issue No. : 1 ; Rev. 0 ; / Date : 18.07.10 Effective from : 02.09.10 Page 1 of 1

7.0 PROCESS MEASURES

sl
N0 / Parameter / Unit of Meas urement / Method / Freque ncy / Target Value/ Tolera nce / Responsi bility / Target Date / Type of Measure
01. / CSF / Marks received in each parameter / Online Collection / Once in every quarter / - / Manager CMS / End of each quarter / According to the gradation mentioned in the Manual

NIS Management Pvt. Ltd. / Title: Procedure for Processing and Releasing Reports
Ref. No. CMS/PRR/05
Issue No. : 1 ; Rev. 0 ; / Date : 18.07.10 Effective from : 02.09.10 Page 1 of 1
  1. Procedure for Processing and Releasing Reports

1. Purpose: Processing and publishing / releasing all the reports.

2. Scope: Applicable to all concerned departments.

3. Responsibility:The overall responsibility for processing and releasing reports lies with Exec. – Control Room & HOD – CMS.

4.Procedure steps:

Sl. No. / Activity / Responsibility
4.1 / Processing and releasing Complaint Report
4.1.1 / The complaint report is generated monthly showing the status of the complaints allotted to all the departments. / HOD – CMS
4.1.2 / The report is released to the concerned departments seeking further action on the same. / Do
4.2 / Processing and releasing Incident / Accident Report
4.2.1 / The report on incident / accident is generated in a monthly basis showing the status of the same. / Do
4.2.2 / This report is being released to the concerned department. / Do
4.3 / Processing and releasing CSF Analysis Report
4.3.1 / CSF Analysis report is being furnished weekly basis / Do
4.3.2 / The CSF Analysis report is being released to Div. Heads, Sr. Mgr. OPS, Mgr. OPS for further action. / Do
4.4 / Processing and releasing CSF Analysis Report for Branches
4.4.1 / CSF Analysis report for branches is being furnished weekly basis / Do
4.4.2 / The CSF Analysis report for branches is being released to Div. Heads, Sr. Mgr. OPS, Mgr. OPS for further action. / Do
4.5 / Processing and releasing CRI Report
4.5.1 / CRI report is being furnished twice a year on the basis of the score obtained in the CSF. / Do
4.5.2 / The CRI report is being released to Directors, Div. Heads, Sr. Mgr. OPS, Mgr. OPS for further action. / Do

NIS Management Pvt. Ltd. / Title: Procedure for Processing and Releasing Reports
Ref. No. CMS/PRR/05
Issue No. : 1 ; Rev. 0 ; / Date : 18.07.10 Effective from : 02.09.10 Page 1 of 1
Sl. No. / Activity / Responsibility
4.6 / Processing and releasing CRI Report for Branches
4.6.1 / CRI report for branches is being furnished twice a year on the basis of the score obtained in the CSF. / Do
4.6.2 / The CRI report for branches is being released to Directors, Div. Heads, Sr. Mgr. OPS, Mgr. OPS for further action. / Do

7.0 PROCESS MEASURES

sl
N0 / Parameter / Unit of Meas urement / Method / Freque ncy / Target Value/ Tolera nce / Responsi bility / Target Date / Type of Measure
01. / Report / All the reports / Data available after analysis / As and when required / - / Exec. Controlroom & Manager CMS / As mentioned in the manual / -

NIS Management Pvt. Ltd. / Title: Annexure: 1 Escalation Matrix (Security Division)
Ref. No. CMS/ EM/WI_01
Issue No. : 1 ; Rev. 0 ; / Date : 18.07.10 Effective from : 02.09.10 Page 1 of 1

Annexure: 1 Escalation Matrix (Security Division)

Severity Matrix / Type of Problem / To be Allotted to / Target Time for Solution
Level 1 / Level 2 / Level 3 / Level 4
Minor / Grooming / AMO / 72 Hrs.
Training / AMO / 72 Hrs.
Moderate / Inspection / Site Visit / AMO / OM / 48 Hrs.
Attendance / AMO / OM / 48 Hrs.
Double Shift / AMO / OM / 48 Hrs.
Statutory / - / Statutory / 48 Hrs.
HR / AM – HR / Mgr. HR / 48 Hrs.
Major / Payment Related Issue / AMO / OM / HOD / 24 Hrs.
Billing Problem / AMO / OM / OM / 24 Hrs.
Shortage / AMO / OM / HOD / 24 Hrs.
Critical / Theft / - / OM / OM / Director / Immediate
Accident / - / OM / OM / Director / Immediate

Note:

  • The target time showed in the chart is for Level I allotment for escalation to each levelseparate time will be allotted.
  • For Moderate Problemit will be allotted to Level I marking a copy to Level II. For Major Problem it will be allotted to Level II marking a copy to Level I & Level III.
  • Any repetition of same problem will immediately go to the next stage of Severity matrix.For e.g., for a repetition in GROOMING problem it will be posted MODERATE stage.


NIS Management Pvt. Ltd. / Title: Annexure: 1 Escalation Matrix (Security Division)
Ref. No. CMS/ EM/WI_01
Issue No. : 1 ; Rev. 0 ; / Date : 18.07.10 Effective from : 02.09.10 Page 1 of 1
  • Whenever a problem is escalated to next level it will go to the next stage of severity matrix. For e.g. An Attendance problem not solved within 48 hrs. the same will be escalated to next level & the severity will change from Moderate to Major.
  • A Complain Status will be allotted now onwards to intimate the severity of a complain for e.g. Attendance' problem(for 1st time) will fall under the status of Moderate L-I.


NIS Management Pvt. Ltd. / Title: Annexure: 2 Escalation Matrix (Facility Management Division)
Ref. No. CMS/ EM/WI_02
Issue No. : 1 ; Rev. 0 ; / Date : 18.07.10 Effective from : 02.09.10 Page 1 of 1

Annexure: 2 Escalation Matrix (Facility Management Division)

Severity Matrix / Type of Problem / To be Allotted to / Target Time for Solution
Level 1 / Level 2 / Level 3 / Level 4
Minor / - / AMO / 72 Hrs.
Moderate / Inspection / Site Visit / AMO / OM / 48 Hrs.
Attendance / AMO / OM / 48 Hrs.
Double Shift / AMO / OM / 48 Hrs.
Statutory / - / Statutory / 48 Hrs.
Grooming / AMO / OM / 48 Hrs.
Major / Payment Related Issue / AMO / OM / HOD / 24 Hrs.
Billing Problem / AMO / OM / OM / 24 Hrs.
Temporary Shortage / AMO / OM / HOD / 24 Hrs.
Critical / Theft / - / OM / HOD / AGM / Immediate
Permanent Shortage / - / OM / HOD / AGM / Immediate
Delayed Payment / - / OM / HOD / AGM / Immediate
Non – Availability of Cleaning Material / - / OM / HOD / AGM / Immediate
Accident / - / OM / HOD / AGM / Immediate

Note:

  • The target time showed in the chart is for Level I allotment for escalation to each levelseparate time will be allotted.


NIS Management Pvt. Ltd. / Title: Annexure: 2 Escalation Matrix (Facility Management Division)
Ref. No. CMS/ EM/WI_02
Issue No. : 1 ; Rev. 0 ; / Date : 18.07.10 Effective from : 02.09.10 Page 1 of 1
  • For Moderate Problem it will be allotted to Level I marking a copy to Level II. For Major Problem it will be allotted to Level II marking a copy to Level I & Level III.
  • Any repetition of same problem will immediately go to the next stage of Severity matrix. For e.g., for a repetition in GROOMING problem it will be posted MODERATE stage.
  • Whenever a problem is escalated to the next level it will go to the next stage of severity matrix. For e.g. An Attendance problem not solved within 48 hrs. will be escalated to next level & the severity will change from Moderate to Major.
  • Whenever a complaint is allotted/escalated to Director a copy to be marked to the AGM.
  • A Complaint Status will be allotted now onwards to intimate the severity of a complaint for e.g. 'Attendance' problem(for 1st time) will fall under the status of Moderate L-I.


NIS Management Pvt. Ltd. / Title: Annexure: 3 Escalation Matrix (Branches)
Ref. No. CMS/ EM/WI_03
Issue No. : 1 ; Rev. 0 ; / Date : 18.07.10 Effective from : 02.09.10 Page 1 of 1

Annexure: 3 Escalation Matrix (Branches)

Severity Matrix / Type of Problem / To be Allotted to / Target Time for Solution
Level 1 / Level 2 / Level 3 / Level 4
Minor / - / Branch Head / 48 Hrs.
Moderate / Inspection / Site Visit / Branch Head / Branch Controller / 36 Hrs.
Attendance / Branch Head / Branch Controller / 36 Hrs
Double Shift / Branch Head / Branch Controller / 36 Hrs
Statutory / Branch Head / Branch Controller / 48 Hrs.
Grooming / Branch Head / Branch Controller / -
Major / Payment Related Issue / Branch Head / Branch Controller / Divisional Head / GM / 24 Hrs.
Training / Branch Head / Branch Controller / Divisional Head / GM / 24 Hrs.
Billing Problem / Branch Head / Branch Controller / Divisional Head / GM / 24 Hrs.
Temporary Shortage / Branch Head / Branch Controller / Divisional Head / GM / 24 Hrs.
Critical / Theft / Branch Head / Branch Controller / Divisional Head / GM / Director / Immediate

NIS Management Pvt. Ltd. / Title: Annexure: 3 Escalation Matrix (Branches)
Ref. No. CMS/ EM/WI_03
Issue No. : 1 ; Rev. 0 ; / Date : 18.07.10 Effective from : 02.09.10 Page 1 of 1
Severity Matrix / Type of Problem / To be Allotted to / Target Time for Solution
Level 1 / Level 2 / Level 3 / Level 4
Permanent Shortage / Branch Head / Branch Controller / Divisional Head / GM / Director / Immediate
Delayed Payment / Branch Head / Branch Controller / Divisional Head / GM / Director / Immediate
Non – Availability of Cleaning Material / Branch Head / Branch Controller / Divisional Head / GM / Director
Accident / Branch Head / Branch Controller / Divisional Head / GM

Note:

  • The target time showed in the chart is for Level I allotment for escalation to each levelseparate time will be allotted.
  • For Moderate Problem it will be allotted to Level I marking a copy to Level IIFor Major Problem it will be allotted to Level II marking a copy to Level I & Level III
  • Any repetition of same problem will immediately go to the next stage of Severity Matrix.For e.g. for a repetition in GROOMING problem it will be posted MODERATE stage.
  • A Complaint Status will be allotted now onwards to intimate the severity of a complaint for e.g. 'Attendance' problem for 1st time) will fall under the status of Moderate L-I.


NIS Management Pvt. Ltd. / Title: Work Instructions for CRI Calculation
Ref. No. CMS/ CRI/WI_04
Issue No. : 1 ; Rev. 0 ; / Date : 18.07.10 Effective from : 02.09.10 Page 1 of 1

Annexure: 4 CRI Calculation

In the calculation of CRI the four below mentioned criteria: