axiom telecom

AXIOM TELECOMAXIOM TELECOM

INTERNAL QUALITY AUDITOn

RETAIL BUSINSESS MANAGEMENT SYSTEM – Cycle 01/2007

PURPOSEPURPOSE

An independent and systematic examination of

our Retail Business System – as a tool to

measure, monitor, control and improve our

retail business operations.

The FOCUS of the AUDIT is to The FOCUS of the AUDIT is to FIND FACTS and NOT FAULTS.FIND FACTS and NOT FAULTS.

SCOPE OF AUDITSCOPE OF AUDIT

All AXIOM Retail Business Units

All Fono Retail Business Units

All One Mobile Retail Business Units

All Business Unit Supervisors

Sales Consultants / Team Leaders

Audit Schedule

Date123456789

10111213

14 AL-FALAH SHJ LULU-ROLLA SPINNEYS KING FAISAL

15

16 SPINNEYS (FINEFAIR) MEGA MALL CRYSTAL PLAZA

17

18 SPINNEYS(GHUBAIBA) FONO CC-SHJ FONO(SAHARA MALL)

192021

22 LULU HAMDAN EGM HAMDAN EGM CC (AUH) ABU DHABHI MALL MARINA MALL EGM (ELECTRA)

23

24 SPINNEYS KHALIDIYA FONO(AUH) EGM UMM AL NAHR PHONECARE (AUH) LULU SALAAM AL FALAH (AUH)

25262728 AL AIN MALL AL FALAH AL AIN LULU CENTER AL AIN

29

30 CITY CENTER (AJMAN) LULU HYPER(AJMAN)

31

PREPARE AND RELEASE REPORTS



JANUARY SCHEDULE - DATE WISE





STORES TO BE AUDITED

Audit Schedule

Date1 ONE MOBILE (RAK) FONO(RAK) PRASANTH

234 ONE MOBILE(FUJAIRAH) PRASANTH

56 ONE MOBILE(UMM AL QUWAIN) PRASANTH

78 IBN BATUTA MOE AXIOM MOE FONO NITESH/PRASANTH

910111213 SPINNEYS RAMADA SPINNEYS BJMN ONE MOBILE KARAMA UNION KARAMA NITESH/PRASANTH

1415 SPINNEYS MERCATO TOWN CENTER LULU QUSAIS UNION SAFA UNION TOWAR NITESH/PRASANTH

1617181920 GRAND CINEPLEX HYATT GALLERIA ONE MOBILE DEIRA NITESH/PRASANTH

2122 AL GHURAIR CITY SPINNEYS AL GHURAIR WTC AXIOM

2324252627 AXIOM CITY CENTER FONO CITY CENTER ONE MOBILE SONAPUR NITESH/PRASANTH

28

FEBRUARY SCHEDULE - DATE WISESTORES TO BE AUDITED









Audit Schedule

Date1 UNION RAS AL KHOR SPINNEYS USQ PHONE CARE(DXB) FONO SKY TOWER NITESH/PRASANTH

234 SPINNEYS SOUGAT FONO (DFC) FONO MUROOJ NITESH/PRASANTH

567 FONO MERDIFF SPNYS MERDIFF NITESH/PRASANTH

89

1011 AXIOM EMIRATES TRADING AXIOM EMIRATES HILLS NITESH/PRASANTH

1213 JEBEL ALI (PC) NITESH/PRASANTH

1415161718192021222324252627282930





MARCH SCHEDULE - DATE WISE- AUDIT SCHEDULESTORES TO BE AUDITED

AUDITORSAUDITORS

• Nitesh Salian – Quality Auditor• Prasanth Rajan – Quality Auditor

SINCERELY THANK ALL THE SALES SINCERELY THANK ALL THE SALES TEAM FOR THEIR SUPPORT & CO TEAM FOR THEIR SUPPORT & CO

OPERATIONOPERATION

AUDIT CHECKLIST

1 3 02 1 03 3 04 Put security tag in the product 3 05 Display the items according to the planogram 3 06 Pick up accuracy updated every day 1 01 3 02 1 03 5 04 Price changes updated in the display 5 05 Marketing analysis report updated 1 06 Marketing analysis report send to Marketing dept 3 0

1 5 0

2 5 03 1 04 Incident Reports prepared in case of discrepancy 5 0

STORE DETAILS

RETAIL STORE AUDIT - ISO - CHECKLIST

SOP / WI NO WEIGHTAGEYES / NO

SCORE % ScoreNo Check Points

0.0Daily stock counts done and recorded

Daily Checklist prepared

SOP 03

SOP 04

SOP 05

Name of the Store

Store Manager / Team leader/ Supervisor

Store tele No

Type (axiom / one mobile / Fono)

Date of Audit

Store Incharge No

Audited by

Audit cycle :

Auidtees Names

Operations Visit Report and Checklist prepared for Managers / Supervisors Store Visit

0.0

Planogram available

0.0

Demo list updated and maintained

Products displayed as per the Planogram

STO for non receipt of items prepared

Check the quantiy against STO / invoice

Post the details of stock receipt in system (STI)

AUDIT CHECKLIST1 3 02 Attendance Sheet avaiable 1 03 1 04 1 05 Individual Sales target available for all staffs 1 06 Individual Performance Tracker updated for all staffs 3 07 Staff Indution checklist available for all the new staffs 3 08 Training plan available for all the staffs 3 09 Training records available for all the staffs 5 01 3 02 Explain warranty terms and exchange policy to customers 3 03 Customer Feedback forms available 3 04 Collecting customer feedbacks in closed boxes 5 05 Database of customers captured 5 06 Daily Stores Sales Performance Tracker updated 5 07 Daily Cashier Sales Tracker updated 3 08 Manual Invoice Tracker updated 3 09 Manual Invoice tracker send to concerned depts for analysis 5 01 1 02 3 03 3 0

4Enough stocks(min 5 days stock ) available in stores that is under promotion 5 0

5 Requested the stock in case of shortage ( any communication) 3 0

1 3 02 5 0

3 5 0

SOP 10 1 5 0 0.0

Store Coverage plan available for all the staffs

SOP 09

SOP 06

SOP 08

SOP 07

Uniform avaialable for all staffs

Name Badge available for all staffs

0.0

Bundle analysis report available for all the promotions

Lost Opprtunities recorded

0.0

Products displayed as per the Planogram for promotion

0.0

All promotional materials available in the stores

Post the details of discount in the system

Approval of discount for bulk purchases from Retail Manager and Category available - if any

Price Protection - done appropriately - if any applicable

0.0

Staff Request form approved

AUDIT CHECKLIST1 5 0

2 5 03 Product Exchange Tracker updated for all the exchanges made 3 04 Product Exchange tracker send to Quality dept for analysis 5 05 Defective handset transferred to 598 location 5 06 Return Acknowldegement obtained from customer 1 01 1 02 3 03 5 04 Defective Tracker updated for all the exchanges made 3 05 Defective tracker send to Category dept for analysis 3 06 Defective handset transferred to the concerened location 5 07 Return Acknowldegement obtained from customer 3 01 3 02 3 01 1 02 1 03 3 0

WI 01 1 3 0 0.0WI 02 1 5 0 0.0WI 03 1 3 0 0.0WI 06 1 3 0 0.0WI 10 1 3 0 0.0WI 14 1 3 0 0.0

GRAND TOTAL % SCORE 0.0

Reservation of phones done in the prescribed format

Customer Communication File maintained

Daily slaes collection deposited in full

Warranty stamp made on all the warranty cards

SOP 13

SOP 12

Dead stock Report prepared

Price changes acknowldeged by the staff

SOP 15

SOP 14Store Performance Report updated

Market watch conducted

Defective Handset Exchange Policy available in the stores & followed

0.0

PC Authorization Report available for products to be exhanged

0.0

0.0

DPRF available for products to be exhanged

Defective accessories exchanged as per the policy

0.0

Stock request apporved by Store in charge

STI/STO availble for the stock transfers

DefectiveAccessories Exchange Policy available in the stores

Stock Request available for interlocation stock transfer

RETAIL STORE AUDIT- % COMPLIANCE

% Complaince Retail Audit Score

88 90 9191 93

73 7277

92

74

0

20

40

60

80

100

Jan Feb March

Channel

%

Axiom

Spinneys

One Mobile

Fono

RETAIL STORE AUDIT- % COMPLIANCE

% Complaince Retail Audit Score

88 91

73 77

90

72

9291 93

74

0102030405060708090

100

Axiom Spinneys One Mobile Fono

Channel

%

Jan

Feb

March

AXIOM STORESAXIOM STORES

Quality Audit Score- Axiom Outlets-Cycle 01/2007

94

83

95

90

86

90

8683

92

81

9694 93

70

75

80

85

90

95

100

Tow

n C

entr

e

Pho

neca

reD

ubai

Al G

hura

irC

ity

MO

E

IBN

Bat

tuta

Em

irate

s H

ill

Meg

aM

all,S

harja

h

Cry

stal

Pla

za,S

harja

h

Abu

Dha

biM

all

Pho

neca

reA

bu D

habi

Mar

ina

Mal

l

Al A

in M

all

City

Cen

ter,

Ajm

an

Showroom

% S

core

SPINNEYS STORESSPINNEYS STORES

Quality Audit Score- Spinneys Outlets-Cycle 01/2007

91

94 9493

91 91

94

87

93

82

84

86

88

90

92

94

96

Spin

ney'

sU

mm

Suqu

eim

Spin

neys

Ram

ada

Spin

ney'

sBu

rjum

an

Spin

neys

Al G

hura

ir

Spin

neys

Mer

cato

Spin

neys

Fine

Fai

r

Spin

neys

Ghu

baib

a

Spin

neys

King

Fais

al

Spin

ney'

sKh

alid

iya

Adh

Showroom

% S

core

FONO STORESFONO STORES

Quality Audit Score- FONO Outlets-Cycle 01/2007

93

81 8185

88 90

6466

50556065707580859095

100

Dub

ai C

ityC

entre

Dub

ai S

kyTo

wer

Shar

jah

City

Cen

ter

Shar

jah

Saha

raM

all

Ras

Al

Khai

mah

Mal

l of

Emira

tes

Abu

Dha

bi

Lals

Al

Mur

ooj

Showroom

% S

core

ONE MOBILE STORESONE MOBILE STORES

Quality Audit Score- One Mobile Outlets-Cycle 01/2007

7579

72 70 69 69

76 75

86

93

74

6568 68

66 66 68

77

69

7570 70

6771

60

6570

7580

85

9095

100

Sonapur

Kara

ma

Deira

Lulu

Qusais

Unio

n K

ara

ma

Al -

Safa

Al -

Tw

ar

Ras A

l Khor

Rolla

Al-F

ala

h, S

harjah

Lulu

Hyper,

Ajm

an

Al F

ala

h, A

bu D

habi

Lulu

, S

ala

m S

treet

Lulu

, H

am

dan

Airport

Rd

EG

M C

ity C

ente

r

EG

M -

Um

m A

l Nahar

EG

M-E

lectr

a S

treet

EG

M-H

am

dan S

treet

Al F

ala

h, A

l Ain

Lulu

Centr

e, A

l Ain

Um

m A

l Quw

aiw

n

Ras A

l Khaim

ah

Fuja

irah

Showroom

% S

co

re

Showroom wise – Non Conformance Status

ChannelNo. of Non Conformances

No. of Observations

No. of NCs Closed

No. of NCs Open

Axiom 32 11 13 19Spinneys 13 10 8 5Fono 30 9 7 23One Mobile 150 27 73 77Total 225 57 101 124

Audits scheduled for the month of AprilAudits scheduled for the month of April

– Axiom,City Centre – Grand Cineplex – WTC Dubai – Phone Care JAFZ – Hyatt Galleria – Spinneys, Mirdiff – Spinneys, Bin Soughat– Fono, Mirdiff – Dubai Festival City

Key Observations

• The level of awareness of ISO process and compliance was found to be low in the One Mobile outlets.

• The handling of Defective handsets and accessories are not as per the company policy.

• The level of record maintenance is very poor in the One Mobile showrooms

Key Actions

• Developed a PPT for Retail SOPs and distributed to all the retail outlets as a self learning tool in order to increase the awareness

• Scheduled a Retail SOP awareness training session for One Mobile and Fono Supervisors on April

THANK YOU ALLTHANK YOU ALL

axiom telecom

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