You are on page 1of 9

Page 1 of 9

SOP Standard Operating Procedures


Objective: The bunch of set process and procedures that are independent by nature & thought about from the
future prospective & will help the companys functions run smoothly and effectively years after years
Compliance Authority: HOD HR & dmin & His!Her Reporting Team
"O#s are to be followed for below mentioned areas$
dministration$
1 !ront Office " #uest $elation
1 Compliance Authority: !ront Office $epresentative
% #uidelines:
%ront Office Representative should be dressed neatly and tidily as its the first loo& of the
Office$ He!"he should follow the dress code strictly$
%ront Office Representative should be always seated at her des& and in his !her absence' it
should be handed over to the responsible person$
(hile transferring the calls to the Top )anagement* He!she should see& the concerned
persons permission first and than ta&e necessary action on the same$
(hile transferring the calls for others* it should be transferred on their e+tension only$
%ront Office Representative should give Official nos or email ids of the concerned person
only after comprehensive verification$
The front office is in charge to welcome the guest along with the respective depts$ Once the
"ecurity chec& is done
Once the guest! visitor are at the reception* the concerned person should be called in or
contacted by any available mode$
,f the -isitor has come to collect .he/ue! document* he!she should be handed over the
same after confirming the identity to remove loopholes if the same is deposited with the
%ront Des&$
,f the -isitor has come to collect .he/ue! document* the concerned person should be
informed and simultaneously he!she should be told after spea&ing with the concerned
person and should not be made to seat beyond 01 mins$
,f the visitor!guest is as&ed to wait* he!she should be offered refresher at the reception or if
they have come for a specific reason they should be made seated at the conference room
and should be offered refresher$
%or specific guest!visitors prearrangements li&e food* refreshers & necessary stationary
along with the welcome board should be ready prior to 2 day of their arrival after the details
are circulated and well informed
3very -isitor! 4uest should be escorted well by the &nown people in the company premise*
if at any point of time he is seen wandering in the campus the %ront office shall be
responsible for the same$
5o -isitor!4uest should be allowed to ta&e any document from the company premise with
out proper chec&$
5o -isitor!4uest should be made seated for more than 01 mins if the concerned person is
not available or busy$
fter the Office hours* the front office e+ecutive should ensure that the board line is diverted
to "ecurity des& 678119 & :efore the start of office it should be diverted bac& to the board
line using the same no$
fter Office hours* the front office e+ecutive should ensure that all the office related material
is loc&ed and &ept inside the respective drawers$
t any given time if any un;e+pected incident ta&es place at the Reception* he!she should
report it to the management$
%ront Office Representative should ta&e care of the cran& call to safeguard the companys
security$ name
% Courier Process
1 Compliance Authority: !ront Office &ncharge ' Commercial ()ecutive
% #uidelines:
.ourier facility is meant for the employees at <=> .O)#5= ; ,ndia$
Page % of 9
part from HO* the responsibility of receiving & handing over the courier lies with
.ommercial 3+ecutive$
.ourier service is meant for only official purpose$
.ourier facility should be tied up with such an organi?ation* which has presence across
,ndia and 4lobe if re/uired$
The courier company should not be changed or should be hired afresh without prior
intimation or notice to the management
The courier submission should not be later than @:11 at the front office with proper address$
,n only certain cases the courier shall be accepted after @:11* deciding on the criticality
of the situation
Responsibility of handing over the .ourier with proper information to the tied up agency
shall only lie with %ront office e+ecutive$
Responsibility of receiving & handing over the received courier to the concerned person!s
shall only lie with front office e+ecutive$
ny employee handing over the .ourier shall give with all re/uired information on it with
finely pasted across$
n employee who wants to send the official courier shall only send it using the <=>
.O)#5=s envelope$
The details of the courier shall be entered by the front office e+ecutive in the courier register
which is maintained by her!him at the reception and as a proof of delivery* the Doc&et slip
should be handed over to the concerned employee after cross verifying it from the
concerned agency
The courier* which comes from security des& to the Reception* needs to be collected after
through verification as entered by the "ecurity des&$
The courier coming from the security des& should not be in any form of goods as goods
related courier should be dealt separately with the production team$
,f there is a mismatch in the no$ of courier coming to the reception through security* it
should be brought to the notice immediately to the Reporting )anager and should ma&e
the remar& in securitys courier Register$
,f the .ourier received directly at the reception is not in his original shape* it should be
brought to the immediate notice of the Reporting )anager & to the concerned agency$
:efore accepting the courier* the front office e+ecutive should ma&e sure that only those
items are allowed which has bare minimum ris&* or whose insurance can be claimed if lost
or damaged as per the agreement$
,f the .ourier in transit is damaged* lost!misplaced or does not reach the destination in its
original shape* the front office e+ecutive should loo& into it and get it sorted out with the tied
up agency as the courier handed over was in the original shape$
ll the above point is also applicable to the commercial e+ecutive as well$
* Cafeteria
1 Compliance Authority: A+ , -$ " Admin
% #uidelines:
The HR is responsible for choosing the cafeteria based on the poll view of the employees$
The HR should be actively involved in deciding on the rates and menu for daily consumption
as per the budget allocated by the management
The HR should everyday sign the register with remar&s of daily consumption and any other
specific remar&s if any$
The HR should be actively involved in the Hygiene factors including cleanliness of the dining
space for the employees$
The menu items should be called in accordance to the taste and culture of the employees$
5o ,tems should be added!deleted without the authority of the concerned person* who is in
charge of the overall cafeteria
5o item should be called off e+tra* without the &nowledge of the concerned person$
5o dditional ,tem apart from consistent menu should be billed to company without the
approval of the concerned authority$
%or the employees who are observing fast6 religious by nature9 should be allowed to have
food of their choice and that should be billed to the company* but the ma+imum of A times
such food can be called$
Page * of 9
The HR should actively chec& the consumption nad waste and ma&e sure the food is ordered
that way$
The HR should sign the register and &eep a chec& that the food called is sufficient and upto
the mar&$
t the prior ,ntimation* the frontoffice e+ecutive should call the e+tra plates 6food /uantity9 for
brea& fast & lunch$
ll the preliminary arrangement li&e ma&ing sure the food is arrived on time* the e+tra plates
to be called and last minute additions* if we have guest should be ta&en care by the front
office e+ecutive$
:efore clearing the billing and sending it over to %inance team* the HR should verify and
authori?e the same$
t any point of time* if the /uality of food is inconsistent repeatedly* with the proper
authori?ation and process the cafeterias contract should be re;loo&ed$
. #arden
1 Compliance Authority: A+ -$ admin
% #uidelines:
,n the entire process @ people are involved in the maintenance of garden and the
surrounding area$ The people consist of A gardeners for overall garden maintenance*
2 house&eeper for ma&ing sure no waste is lying in the garden space and 2 HR
to ma&e sure that the garden is neat and tidy$
The House&eeping team who loo&s after the cleaning the garden is responsible for
cleanliness along with the gardeners
The "ecurity ma&es an everyday entry of the 4ardners and inform the same to the HR
about their presence
The entire responsibility of shredding the grass and ma&ing it loo& neat & tidy is
gardeners responsibility$
The responsibility of adding re/uired amount of plant nutrition* soil and fertili?ers is with
the gardeners$
,f at any given point* the concerned person finds that the 4arden is not in a good shape* the
matter should be brought in the notice of the authority for immediate actions$
t no point* in between the gardeners should not demand the gardening instruments or soil
as agreed in the ).$
/ Stationary Ordering " Purchase Process
1 Compliance Authority: !ront Office &ncharge0Office assistants " A+ -$ " Admin
% #uidelines:
The entire stoc& of stationery 6Office stationery articles & .hocolates9 lies in custody with
front office$
The purchase of all the stationery related ,tems lies with the front Office 3+ecutive$
The entire range of office stationery should be called from the branded shop and bill should
not be handwritten$
The front office is in charge of distribution & recording of those ,tems whenever the
employee wants$
The front office should maintain the records on e+cel sheet so that it can be shared easily$
The front office is responsible of maintaining & recording the stoc& on day to day basis
The front office is responsible for sending the stoc& record A times in a month to his
reporting authority$
:efore sending the stoc&* the front office needs to verify the stoc& in physical and than send
it to their reporting manager$
There should be a minimum gap of @B days before ordering for the ne+t item list$
,f the items are called before @B days* the front office should highlight the usage of those
items along with the depts$ 5ame and if as&ed with the employee details
%or ordering the Cetterheads* the front office should get it approved from his!her reporting
authority
(hile ordering the stoc& the approval of the reporting manager is necessary so that the
trac& is well maintained$
Page . of 9
On receiving the order* front office should confirm the /uantity that is received and sign it
received and send the bill to his!her reporting manger* as the bill would be approved & sent
to accounts only after his!her verification and sign
,f the stoc& is not as per the ordered stoc& or if there is any mismatch in the stoc&* the front
office should ma&e a remar& accordingly$
,f at any point of time* the front office finds the stoc& is being used hapha?ardly* it should be
highlighted to the reporting manager along with the reason shared by the concerned
employee$
,f at any point of time* the front office finds the stoc& is being lost or missing* it should be
highlighted to the reporting manager along with the reason$
,f the /uantity as&ed by the employee is more than the normal* usage the front office should
see& the reason from the employee and if possible should not permit it$
,f at any point of time* the employee as&s for any thing that is e+pensive and never before
called sort of* than in that case the front office should intimate the reporting manager and
get the permission$
5o item should be called only for one employee as it could be a trendsetter and if it is hard
and fast* it should be intimated by the front office to the reporting manger$
t any point of time if the employee is found indulged into using the companys stationery
for his!her personal use* he should be as&ed for a reason by front office$
1 Commodities Ordering " Purchase Process
1 Compliance Authority: Office Assistants " A+ -$ " Admin
% #uidelines:
The entire stoc& of commodities 6Office commodities Refreshers & House&eeping ,tems9
lies in custody with O$
The purchase of all the commodities related ,tems lies with the O$
The entire range of office commodities should be called from the branded shop and bill
should not be handwritten$
The O is in charge of distribution & recording of those ,tems whenever its re/uired$
The O should maintain the records on boo& so that it can be shared easily$
The O is responsible of maintaining & recording the stoc& on day to day basis
The O is responsible for sharing the stoc& record A times in a month to his reporting
authority$
:efore sending the stoc&* the O needs to verify the stoc& in physical and than share it to
their reporting manager$
There should be a minimum gap of D1 days before ordering for the ne+t item list$
,f the items are called before D1 days* the O should highlight the usage of those items
along with the depts$* name and if as&ed with the house&eeping details
(hile ordering the stoc& the approval of the reporting manager is necessary so that the
trac& is well maintained$
On receiving the order* O should confirm the /uantity that is received and sign it received
and send the bill to his!her reporting manger* as the bill would be approved & sent to
accounts only after his!her verification and sign
,f the stoc& is not as per the ordered stoc& or if there is any mismatch in the stoc&* the O
should ma&e a remar& accordingly$
,f at any point of time* the O finds the stoc& is being used hapha?ardly* it should be
highlighted to the reporting manager along with the reason shared by the concerned
house&eeper$
,f at any point of time* the O finds the stoc& is being lost or missing* it should be
highlighted to the reporting manager along with the reason$
,f the /uantity as&ed by the house&eeper is more than the normal* usage the O should
see& the reason from them and if possible should not permit it$
,f at any point of time* the house&eeper as&s for any thing that is e+pensive and never
before called sort of* than in that case the O should intimate the reporting manager and
get the permission$
5o item should be called only for single house&eepers usage as it could be a trendsetter
and if it is hard and fast* it should be intimated by the O to the reporting manger$
Page / of 9
t any point of time if the house&eeper is found indulged into using the companys
commodities for his!her personal use* he should be as&ed for a reason by O$
2 -ouse3eeping
1 Compliance Authority: OA0 !ront Office ()ecutive " A+ -$ " Admin
% #uidelines:
The House&eeping at <=> .O)#5= is outsourced by third party$
The House&eeping people need to report at wor& from E:11 ) to D:11 #)
The House&eeping gency is divided into A parts i$e one agency for dmin :uilding & 2
gency for #lant :uilding$
The "ecurity reports their ,n & Out time in register on daily basis along with their ,dentity
.ard and reports to HR on daily basis$
They also ma&e a daily entry in the register &ept at Reception so that the %ront Office also
is ware
The entire nature of wor& for both the buildings is same and wor& force is allocated in the
same fashion$ ,n all for dmin :uilding* we have 0 people and for #lant :uilding we have B
people$
ll the E people reports to O and O reports into HR in regards to their daily wor& and
allocation$
ll the E people are distributed in such a way that they do not cross each other nor are they
free of their duties$
The wor& allocation chart is given to them since their 2
st
day at wor&$
gency 2 at dmin building is involved in Dusting & .leaning of entire building* .ourier
pac&ing & handling over to the employees on receiving from %ront Office and getting their
sign on it as well* "erving Refreshers & 4uest Relations$
The house&eeper at dmin :uilding has to ma&e sure that all the tas&s allocated to them
are completed in the given period$
gency A at #lant building is involved in Dusting & .leaning of entire building* .ourier
handling over to the employees on receiving from %ront Office and getting their sign on it as
well* "erving Refreshers & 4uest Relations & cleaning the pavements and roads inside the
premise$$
The house&eeper at #lant :uilding has to ma&e sure that all the tas&s allocated to them are
completed in the given period$
part from their daily wor&* they are also responsible for &eeping the O posted about any
incident that ta&es place in the premise$
The material used for the maintenance of the both the buildings is in custody with O and
while purchasing & handing over to them the O has to divide it in a balanced way so that
the material is used properly and in an efficient way$
The material should be called only if re/uired and proper reason should be given to O
before he ma&es a #O$
,f any of them is not present at wor&* they themselves should co;ordinate with their
respective agency for replacement and inform O$
,f at any point the house&eeper wants a half;day leave* he should intimate in advance or
call for replacement if possible$ )a+imum of A half days in a month is allowed
,f any of the house&eepers is found in violating act* he should be terminated from <=>
.O)#5= on immediate basis$
t no point of time* the replacement should not be a friend and deployed in a wrong way$
The deployment should always be from the concerned gency only after verification$
The house&eepers should not be involved in any other tas&s apart from their predefined
tas&s$
The house&eeper at any point of time should not be as&ed for any wor& outside the
company premise$
The house&eeper at any point of time should not get involved in doing the personal wor& of
any employees$
t the month end the bill which is raised by them respectively* should be verified with the
records at the security and reception and than only it should be given to finance team$
4 Cab !acility
1 Compliance Authority: A+ -$ " Admin " #+ Commercials
Page 1 of 9
% #uidelines:
The facility of .: is for the 3mployees of <=> .O)#5= ,ndia
The facility has been outsourced to the third party and they are responsible for the #ic& &
Drop of our employees$
The .ar that is used for this purpose is non;. cars* which can carry until 21 employees at
a stretch for the same route$
The facility given by the company is for the comfort level and smooth Fourney of our
employees$
This facility is free of cost for the employees$
The .: can be given to the 3mployees for their official use during wor& hours and after
wor&ing hours including "unday$
ny employee while ta&ing the .: should inform at the reception and than ma&e a move
ahead$
The .: is strictly to be used for the official purpose only$
The stoppages are already decided by the .: driver and it cannot be changed as per the
will of the employee as by doing so it may be of inconvenience to others in the .:$
(hile pic& & drop the employee should not ma&e the .: wait at a different stoppage for
his!her personal needs
,f such incidences occur* the cab driver should report this immediately to his reportee at
company and get such incidences to their notice$
The .: drivers are also not allowed to have stoppages apart from pic& and drop$
The .ab drivers or employees are not allowed to as& anyone else apart from employees on
their way bac& or vice versa$
The cab drivers should not as& for any e+tra money to the employees if they have to pic& or
drop them apart from their normal stoppage$
The cab drivers or employees should not be allowed to ta&e any stranger on their way bac&
or vice versa in lieu of )oney
The cab driver at no point should drive rash and ris& the life of others$ ,f such incidences
happen* it should be brought to the immediate notice of the higher authority$
,f at any point of time the employee finds the driver misbehaving* then it should be
immediately reported to the higher authority
During office hours* the employees are allowed to use the .: for the official visit only and
the same should be informed to the HR before ta&ing the .: out of premise$
,f the 3mployee is using the .: for personal usage* the similar amount should be
recovered from the employee itself$
,f the cab driver is made to wait for more than 0 days a wee& for more than 21 mins for a
small reason* the concerned employee should be given the warning and as&ed to be on
time and if the situation persists* it should be brought to higher authoritys notice and vice
versa$
fter the Office Hours* the .: should not be made to wait for more than 01 mins$
9 +obile 5ill Payment at -O0 5ranch offices " 6onal Offices
1 Compliance Authority:
% #uidelines:
<=> .O)#5= ,ndia uses 4") networ& for all its employees$
The Cimit of usage has already been decided by the .ompany and circulated to the
employees$ The Cimits have also been mentioned in the HR manual$
The :ill payment is done at HO for all the employees who are at HO after the scrutiny of
their monthly bill$
,f anyone e+ceeds without a genuine reason he!she has to pay the e+cess amount$
The employees apart from HO will be sending the e;bill at HO to the HR and based on the
limits given* the bill will be cleared and if anyone e+ceeds the same* it will be deducted from
his salary$
The :ill coming from :ranch offices should be sent by commercial e+ecutive before the due
date* highlighting the e+cess amt if any and than send the scan copy of bill to HR for
pproval$
Page 2 of 9
Once the approval follows the .ommercial e+ecutive can than go ahead with the payment
procedure$
t no point of time* the commercial e+ecutive should pay the bill without the approval from
HR$
The :ill received at HO should come to HR and after the scrutiny of the amount' it should
be than handed over to the finance team$
The bill should be scanned and mailed!sent in the original format$ ,t should not be distorted$
17 Overtime
1 Compliance Authority: A+ -$ " Admin
% #uidelines:
The Overtime facility is given only to Office ssistants & Office Drivers$
The overtime records needs to be maintained in the logboo& and the logboo& should be
signed and the entries should be verified than only the overtime payment is valid$
The overtime should be claimed only for official wor& and should not be claimed for any
other reason$
The overtime should be signed and approved by the HR before submitting it to the
%inance Dept$
Official 8or3ing 9ays: )onday to "aturday$
Official 8or3 :imings: )onday to %riday ; 1G:2B $) to 1D:2B #$)
"aturday ; 1G:2B $) to 10:11 #$)
5elo; mentioned over time rates are applicable to the Office 9rivers
Overtime: Overtime will be applicable only after completion of 2 hour after wor&ing hours as under
Pune:
Overtime H the rate of Rs$@1$ per hour
)eal allowance at Rs$0B$
)eal allowance of Rs$DB additional for the wor&ing hours e+tending more than 2B hours i$e$
after 21$2B #)
Sunday ' -oliday:
Half Day ; Half;day salary I )eal allowance Rs$ 0B$
%ull Day ; %ull day salary I )eal allowance Rs$ GB$
#etrol allowance at A$AB per J!m additional$
Out Station 9uties:
On Holiday!"unday ; %ull Day salary I )eal allowance Rs$ 2B1$
On (or&ing days ; )eal allowance Rs$ 2B1 only$
Only Pic3 up ' 9rop at +umbai Airport:
On (or&ing days Overtime H Rs$ @1 I )eal allowance Rs$ 211$
On Holiday!"unday ; %ull Day salary I )eal allowance Rs$ 2B1$
Outstation Stay:
Overtime H the rate of Rs$@1 upto the time of driving
)eal allowance at Rs$2B1$
Room Rent upto Rs$ B11 only$
5elo; mentioned over time rates are applicable to the Office Assistant
Overtime: Overtime will be applicable only after completion of 2 hour after wor&ing hours as under
Pune:
Overtime H the rate of Rs$AB$ per hour
)eal allowance at Rs$0B$
)eal allowance of Rs$DB additional for the wor&ing hours e+tending more than 2B hours i$e$
after 21$2B #)
Sunday ' -oliday:
Half Day ; Half day salary I )eal allowance Rs$ 0B$
%ull Day ; %ull day salary I )eal allowance Rs$ GB$
#etrol allowance at A$AB per J!m additional$
Out Station 9uties:
On Holiday!"unday ; %ull Day salary I )eal allowance Rs$ 2B1$
Page 4 of 9
On (or&ing days ; )eal allowance Rs$ 2B1 only$
11 Company " -ired Car usage
1 Compliance Authority: !ront Office ()ecutive " A+ , -$
% #uidelines:
This facility is meant for the official visit within #une* %or pic& & Drop of any important
guests or if traveling outside pune than only the car facility can be availed$
t HO* the car facility includes utili?ation of .ompany car or .ompany .: or calling a
hired .:$
The employee who wants to avail this facility will have to inform the HR about it and ta&e
the approval for the same$
The usage is not meant for personal use$
The superior along with the Fustification will approve the usage of .: apart from HO$
,f at any point of time the .: as&ed is of a higher model* the same should be verified and
Fustified$
ll the boo&ing should be done through HO 6%ront Office9 only as the vendors we have are
across ,ndia$
The cost of .: if e+ceeded beyond e+pectation* the superior should see& for the
Fustifications as the management has decided to give the .: according to the
designation$
(henever the company car is called after office hours* the office drivers are entitled for
overtime$
The hired car should be called when the company cars or cabs are not available for any
reason$
(hile calling for the hired car* the front office has to bill it in the name of that employee
along with the reason so that the records are verified
Company Security
1< Compliance Authority: A+ -$ " Admin " #+ , Commercials
%< #uidelines:
1 #eneral rules
The security at <=> .O)#5= is the third party vendor
The "ecurity consists of 0 people in all i$e$ 2 supervisor and A guards$ The no of people are
same in 0 shifts$
The supervisors are fi+ed and they should &now how to read* write in 3nglish and the resident
language6 )arathi9
They should be trained by their security official in such a way that they perform normal tas&s
and activities without any flow$
t no point of time* the supervisor or guards should be seen without a proper uniform$
5o security in charge or guards should leave their table without proper approval of the
concerned person in the company$
5o security should indulge in any &ind of activities that are inhuman in nature else* the
company holds the right to terminate that security without any intimation$
5o security should involve in any &ind of fights or arguments with any employee or any visitor$
%Attendance
5o guards including the supervisor should leave the premise unless availed permission$
s per the security terms* the vigilance in charge should visit the premise during night hours
and ma&e his remar&s for the same$
The 4uards will have to maintain the attendance logboo& to confirm their ,n & Out time$
The "upervisor will also have to update if any replacements coming in for the particular no of
days along with reason$
The rea "upervisor will have to come an visit the premise everyday for routine chec&
*$egisters
The security ,ncharge maintains their own register of attendance and handover which tal&s
about the duties handover & their observations during their stay$
The security in charge is responsible for ma&ing a daily entry in the 3mployee -ehicle Register*
which notes their ,n & Out time
Page 9 of 9
The security is in charge of maintaining the .ourier Register for Documents & 4oods
,f the courier contains Documents or goods related to stationary than it goes to front office des&
after ma&ing the entry in the register t Reception* the front office cross verifies the documents
handed over by the security guard and signs in the register and than only as&s him to leave$
The security in charge maintains ,nward & Outward Register$ ,n the ,nward Register they
register the details of goods going which are coming in the premise and in the Outward
Register they ma&e an entry for the goods which go out of this premise$ This registers also
captures details of goods$ %or all &inds of material* depending upon the entry the "ecurity
4uard or "upervisor is responsible for stamping the document and send it to the Reception for
further )oves
,f the 4oods are related to #roduction* it should be sent to the concerned person after ma&ing
the entry in the register and bill and accordingly should be stamped$
The security in charge maintains House&eeping & gardeners register and everyday they will
inform the concerned person about their presentees$
The "ecurity ,ncharge maintains the ,n and Out time of ,T Dept in specific as well$
The in & out time in all the registers is maintained by the "ecurity supervisor only
.&ncident =ote
%or any incident li&e %ire * theft or any unusual incident the supervisor or "ecurity guard should
report it to the concerned authority on top priority and at the same time it should be handled
using appropriate available techni/ues$
%or any additions in the "#Os* it has be first validated and approved by the Top management$

You might also like