FURZEL Marketing Manual

ISO 9001:2015
QUALITY MANAGEMENT
SYSTEM
SALES & MARKETING

USER MANUAL
pg. 1 of 27
Level 3 Document Title: Approval Page Page: 2 of 27
Doc Ref: FZL – SMKBP 0.1

Approve by: MD Revision No.: Date Issued:
0 01/02/2023
Prepared by: SM
PREAMBLE
This user manual describes the company’s SM (Maketing Management)
department’s Key Business Processes (KBPs) needed to fulfill the requirements of
ZWS ISO 9001:2015 QMS Standard. This user manual is divided into 2 main
sections as follows:
SECTION A
This section contains documented information determined by FZL as being
necessary for the effectiveness of the QMS i.e. requirements of ISO 9001:2015;
Clauses, 4.4, 8.0, 7.5 & 8.5. These have been documented as Key Business
Processes (herein referred to as KBPs).
SECTION B
This section contains the checklist and forms used in the SM department as
evidence of execution of KBPs in Section A.
0.0 DOCUMENT VERIFICATION & APPROVAL SYSTEM
VERIFICATION TEAM
Designation Department Signature Date
APPROVAL/AUTHORISATION
Name Position Signature Date
Managing Director
pg. 2 of 27
Level 3 Document Title: Table of Contents Page: 3 of 27
Doc Ref: FZL - SMKBP 0.2
Approve by: MD Revision Date Issued:

No.: 01/02/2023
Prepared by: SM 0
Document Ref. No. Title Page

FZL - SMKBP 0.1 Approval List 2 of 27
FZL - SMKBP 0.2 Table of Contents 3 of 27
FZL - SMKBP 0.4 Amendment History 4 of 27
FZL - SMKBP 0.5 Distribution List 5 of 27
FZL - SMKBP 0.6 Section A 6 of 27
FZL - SMKBP 1 Strategic Planning Process 7 of 27
FZL - SMKBP 2 Tendering Process 9 of 27
FZL - SMKBP 3 Service/Product Contract Process 11 of 27
FZL - SMKBP 4 Advertising Process 13 of 27
FZL - SMKBP 5 Customer Complaints Handling Process 15 of 27
FZL – SMKBP 6 Customer Satisfaction Survey Process 17 of 27
FZL - SMKBP 7 Sales Management Process 20 of 27
FZL – SMKBP 8 Section B 23 of 27
FZL – SMKBPF1.0 Customer Satisfaction Survey 24 of 27
FZL – SMKBPF2.0 Business Plan 25 of 27
FZL – SMKBPF3.0 Contract Agreement Form 26 of 27
Level 3 Document Title: Amendment History Page: 4 of 27
pg. 3 of 27
Approved by: MD Revision No.: Date Issued:
0 01/02/2023
Prepared by: SM
0.3 AMENDMENT HISTORY
Revision # Date Reason/s for Amendment

Issued
0 01/02/2023 Adoption of the first FZL SM department User Manual

based on ZWS ISO 9001:2015 Standard requirements.
Level 3 Document Title: Distribution List Page: 5 of 27

Approved by: MD Revision No.: Date Issued:
pg. 4 of 27
0 01/02/2023
Prepared by: SM
0.4 DISTRIBUTION LIST
The Sales & Marketing department User Manual is a controlled document.
The Management Representative has the responsibility of:

 Issuing numbered copies of the Manuals to the MD,
 Controlling the Master Copy in both Hard and Soft copies, and
 Ensuring that all amendments are circulated and the obsolete copies are
retrieved from circulation and destroyed.
4.0 DISTRIBUTION LIST
Document Title Copy Number Recipient
FZL - SMKBP/2 Controlled Copy 2 MD

FZL – SMKBP/3 Controlled Copy 3 SM Office
pg. 5 of 27
FZLEL SALES & MARKETING USER MANUAL
Level 3 Document Title: Section A Page: 6 of 27

0 01/02/2023
Prepared by: SM
SECTION A
Sales & Marketing Key Business Processes
pg. 6 of 27
Level 3 Document Title: Strategic Planning Process Page: 7 of 27

Doc Ref: FZL – SMKBP 1

0 01/02/2023
Prepared by: SM
1. Scope
It covers the activities done during strategic planning meetings.
2. Purpose
To ensure that the company carries out strategic management planning for future
business develSMent.
3. Responsibility
The SM is the responsibility to document, implement, maintain and update records

wherever necessary.
4. References
ISO 9001:2015; Clauses 4.1, 4.2, 5.2, 6.1, 6.2, 7.2, 8.0, 8.5, 9.1.2 & 10.
5. Activities: Preparation for Strategic Planning

5.1 Strategic planning sessions are carried out at planned intervals especially
towards the end of each trading year.
5.2 The Sales & Marketing department prepare its presentations using the
following format:
Section 1 – Input into strategic meetings

The Sales & Marketing department prepares presentation with these but not
limited to the following topics.
 Executive suSMary
 Situational Analysis – Internal Issues (SWOT analysis)
 Risk analysis
 Opportunity analysis
 Situational Analyis - External Issues (PESTLE)
 Market Segmentation.
Section 2 – Outputs
 Selected marketing strategies (4Ps)
 Long and short-term projections
 Strategic plan addressing strategies, by whom, by when
 Other relevant key issues discussed in the meeting.
pg. 7 of 27
Level 3 Document Title: Strategic Planning Process Page: 8 of 27

Doc Ref: FZL – SMKBP
Related Clause: 8.2 Approve by: MD Revision No.: Date Issued:

0 01/02/2023
Prepared by: SM
5.3 The MD convenes a meeting on the planned day, where each department
gives its presentation.
5.4 Each presentation is critiqued by management until some strategies or

resolutions are made carefully recorded.
5.5 A suSMary of the strategies and targets are suSMarized into a Strategic
Plan document for implementation in the following year.
5.6 In the following year’s strategic planning session, the company reviews
the previous year’s strategies or resolutions to assess the progress in
implementation.
5.7 During this meeting the company reviews its business objectives in-line
with the requirements of the ISO 9001:2015, also looking at the current and
future needs of the clients/customers of the services and products offered.
6. Records Kept
Name of Record Responsibility Retention Method of Disposal

Period
Yearly Strategic Plan SM 3 years Recycling or Shredding
Level 3 Document Title: Tendering Process Page: 9 of 27
pg. 8 of 27

0 01/02/2023
Prepared by: SM
1. Scope
It starts when a tender document has been fligted by a client through media and
ends when the company response to the tender.
2. Purpose
To make sure the company is the best bidder for that particular tender.
3. Abbreviation/Definitions
3.1 Abrreviations
 SM – Sales & Marketing Manager
 MD – Managing Director
 KBP – Key Business Process
3.2 Definitions
 Nil
4. References
ISO 9001:2015; Clause 8.2.
5. Activities/Responsibility
5.1 Responsing to Tenders
Responsibility: SM
5.1.2 Receive or get information for tenders from any suitable source like
printed media.
5.1.3 Check tender document to see if the company meets the stated
requirements.
5.1.4 If the company meets the requirement raises a Purchase Requisition
for approval by the Managing Director.
5.1.5 Take it to MD to seek approval to buy the tender document or bid bond.
Level 3 Document Title: Tendering Process Page: 10 of 27
pg. 9 of 27
Prepared by: SM 0 01/02/2023
5.1.6 Once approved the tender document is purchased take note of the
closing date for submission.
5.1.7 Complete the tender documents.
5.1.8 Ensure all requirements are met before subimiting to the company.
6. Related Procedures
 Nil.
7. Records Kept
Name of Record Kept By Retention Disposal Method
Period
Tender flyer SM 3 years Shredding &
Recycling
Requisition Form SM 3 years Shredding &
Recycling
Proof of Payment for the SM 3 years Shredding &
Tender Recycling
Level 3 Document Title: Service & Product Contract Page: 11 of 27

Process
pg. 10 of 27
1. Scope
It starts when a letter of appointment for the service is received, when the client
wants to engage the company and ends when an agreement has been done through
a signed contract.
2. Purpose
To make sure both parties agree on terms and conditions of a particular contract so
that both parties amicably agree on the terms and conditions of the service/s.
3.1 Abrreviations
3.2 Definitions
 Nil
4. References
ISO 9001:2015; Clause 8.2.
5.1 Preparation of a Contract
Responsibility: SM
5.1.1 Draw up Contract of Agreement together wit the client’s
representative once a tender has been won.
5.1.2 Take into consideration the terms and conditions on the tender
document.
5.1.3 Send the draft contract to the repective company representative for
amendment/s.
5.1.4 Take the amendment/s to the MD for him to give his/her opinion
before a final contract is made.
Level 3 Document Title: Service Contract Procedure Page: 12 of 27
pg. 11 of 27
5.2.Signing Contract
Responsibility: SM/Designated Manager

5.2.1 Set with the client representative to sign the contract on
agreeable terms and conditions.
5.2.2 Sign the contract together with client representative (MD may
assign any other senior manager to sig on behalf of FZL.
6. Related Procedure
 Tender Process
7. Records Kept
Name of Record Responsibility Retention Method of Disposal
Period
Minutes for the SM 3 years Recycling or Shredding
meeting
Contract Agreement SM 3 years Recycling or Shredding
Level 3 Document Title: Advertising Process Page: 13 0f 27

0 01/02/2023
Prepared by: SM
pg. 12 of 27
1. Scope
The procedure starts when the user department identifies the need to increase the
service awareness and ends when an advertisement is placed in any form of media.
2. Purpose
To make sure that the clients are aware of the company services and products and
products, so as to continue using them.
3.1 Abrreviations
3.2 Definitions
 Nil
4. References
ISO 9001:2015; Clause 5.1 8.2.2
5.1 Advertising for Service Providers
Responsibility: SM/User Department

The company shall use different types of advertising such as vehicle
branding, banners/flyers, social media, exhibition and donations among
others.
5.1.1 The user department that require the advertisement to be done for any
form of advertising raises a requisition, in consultation with the SM.
Level 3 Document Title: Advertising Process Page: 14 of 27

0 01/02/2023
Prepared by: SM
pg. 13 of 27
5.1.2 The user department prepares a justification paper or write up

highlighting on the following:
 Cost of the advertising
 Anticipated revenue
 Qualitative benefits
 Quantitative benefits or any other information is support of the
advertisement.
5.2 Preparation of Advertsing Material
Responsibility: SM
5.2.1 Once the service has been approved the SM together with the SM
shall ensure the whole process is completed.
5.2.2 The contracted company produces a proof of the advertisement for
proof reading or assesings the quality of output.
5.2.3 SM checks on the quality of the advertisement materials (e.g. vehicle
branding) prior to full service.
5.2.4 Once satisfied, the SM places an order to kick start the printing
process aagainst the signed of material.
5.2.5 Lanuch the advertising material/s after printing.
6. Related Process
 Tendering Process
7. Records Kept

Period
Advertising Material Proof SM 3 years Shredding &
Recycling
Proposed justification for SM 3 years Shredding &
advertising. Recycling
Level 3 Document Title: Customer Complaints Handling Page: 15 of 27

Procedure

0 01/02/2023
Prepared by: SM
pg. 14 of 27
1. Scope
The procedure starts when a customer complaint is received and ends when the
complaint is fully resolved.
2. Purpose
To make sure that customer complaints are handled carefully to avoid losing them to
competition.
3.1 Abrreviations
3.2 Definitions
 Nil
4. References
ISO 9001:2015; Clause 8.2.1 (Customer coSMunication)

ISO 9001:2015; Clause 8.2.2 (Determining the requirements relatd to products and
services).
ISO 9001:2015; Clause 9.1.2 (Customer satisfaction).
5.1 Receiving of Complaint/Compliments
Resonsibility: SM/Recipient
The company receives complaints through various platforms like e-mail,
Skype, telephonically, calling in customers or any other means.
5.1.1 Recieve of the complaint or compliment and record in customer

complaint Counter Book.
Level 3 Document Title: Customer Complaints Handling Page: 16 of 27

Procedure
Doc Ref: FZL – SMKBP 0 5

0 01/02/2023
Prepared by: SM
pg. 15 of 27
5.1.2 Channel the complaint channeled to the respective department for

follow-up action.
5.1.3 The respective department shall take due care to investigate on the
cause of complaint and record on the Corrective Action Form.
5.2 Resolving & Customer Feedback
Responisbility: SM
5.2.1 Respond to the customer within 12 hours of receipt of complaint.
5.2.2 Acknowledge the compliant and promise the client to resolve the
complaint within 48 hours maximum.
5.2.3 Write or phone the customer when enough information has been
gathered.
5.2.4 Aopolgize on behalf of FZL.
5.2.5 Jeep the complaints for future use.
5.2.6 The SM shall ensure that the corrective actions taken are verified for
effectiveness, by closing up these forms.
5.2.7 Take the same information to Management Review Meetings for
discussion and QMS continual improvement purposes.
6. Related Procedures
 Customer Satisaction Process
 Control of Nonconforming Output Process
 Corrective Action Procedure
7. Records Kept

Period
Customer Complaint SM 3 years Shredding &
Counter Book Recycling
Level 3 Document Title: Customer Satisfaction Survey Page: 17 of 27

Process
Approve by: Revision No.: Date Issued:

MD 0 01/02/2023
Prepared by:
SM
pg. 16 of 27
1. Scope
The procedure starts when FZL launches customer satisfaction survey until a
suSMarized report is done.
2. Purpose
To make sure that the clients are afforded opportunity to air their views about the
company’s services and products and services and products to assist the company
to continual improve its QMS.
3.1 Abrreviations
3.2 Definitions
 Nil
4. References

services).
The company shall use a standardized questionnaire to gather customer satisfaction

index. The SM shall gather some information through random customer visit to the
clients.

Process

0 01/02/2023
Prepared by: SM
5.1 Planning for Market Survey & Execution
pg. 17 of 27
Responsibility: SM
5.1.1 Prepare an Annual Business DevelSMent Plan for the organization
including Customer Surveys, random market visits and other activities
like branding, road shows, etc.
5.1.2 Visit the clients at scheduled intervals to carryout customer
satisfaction survey.
5.1.3 Ensure that the clients completes the Customer Survey
Questionnaire.
5.1.4 Post the Questionnaire if the clients agree to this arrangement
through suitable means e.g. email.
5.1.5 Collect the questionnaire at the end of the planned period.
5.2 Analysis of Information
Responsibility: SM
5.2.1 Collect all the questionnaire and prepare a suSMarized report of the
Customer Satisfaction.
5.2.2 Perform suitable analysis and interpretation of the results.
5.2.3 Pick up the major issues of concern or areas with low scores.
5.2.4 Circulate the reports to all departments to perform root cause
analysis.
5.2.5 Re-strategize and take advantage of opportunities for improvement as
highlighted by customers.
5.2.6 Take the information to management reviews.
5.3 Giving Customer Feedback
Responsibility: SM
5.3.1 Where possible, phone individual clients to acknowledge their
concerns.
5.3.2 Promise the clients that the company is looking at improving the
service delivery levels.
5.3.3 Highlight to them the corrections taken to address the concerns and
give them time frame for taking corrective action/s.
5.3.4 The results of this survey is discussed in the Management Review
meeting.

Procedure

0 01/02/2023
Prepared by: SM
pg. 18 of 27
5.3.5 Thank them for participating in the survey through the phone or by
email.
5.3.6 Keep all the records of the survey questionnaire including feedback
emails, etc.
6. Related Processes
 Customer Complaints Process
7. Records Kept

Period
Annual Business DevelSMent SM 3 years Shredding &
Activities Plan Recycling
Customer Survey SM 3 years Shredding &
Questionnaire Recycling
Customer Survey SuSMary SM 3 years Shredding &
Report Recycling
Level 3 Document Title: Sales Management Process Page: 20 of 27

MD 0 01/02/2023
Prepared by:
SM
1. Scope
pg. 19 of 27
The procedure starts when FZLEL identifies a potentials customers (or existing
customers) until it gets an order for corporate wear.
2. Purpose
To make sure that the FZLEL increase its revenue base by aquaring new customers
for corporate wear.
3.1 Abrreviations
 SM – Marketing Manager
 GDN - Goods Delivery Note
 GRV – Goods Return Voucher
3.2 Definitions
 Nil
4. References

services).
5.1 Aquiring New Clients
Responsibility: SM
5.1.1 Identify new clients and visit or phone (email) them highlighting on
company product range.
5.1.2 Send company profile (If required).
5.1.3. Phone or email existing customer asking for an official order.
Level 3 Document Title: Sales Management Process Page: 27of 27

MD 0 01/02/2023
Prepared by:
SM
5.2 Delivering Corporate Wear to Customers
pg. 20 of 27
Responsibility: SM/Stores
5.2.1 Receive customer’s official order.
5.2.2 Book the order at the factory by use of Job Card.
5.2.3 Receive the ordered corporate wear from the factory and prepare
the invoice to facilitate movement in and out of the company.
5.2.4 Deliver the order to customer or customer picks up the order.
5.2.5 Let customer cross check the quantities of the corporate wear before
accepting by acknowledging on the GDN.
5.2.6 If customer is not happy with the corporate wear for whatever reason
take back the ordered items, using the company’s GRV.
5.3 Handling Returned Spares
Responsibility: SM/Stores
5.3.1 Cross check the GRV against the corporate wear.
5.3.2 Take back to stores for them to check.
5.3.3 Put back in stock.
5.3.4 Take GRV to accounts department.
5.4 Payment Follow-up
Responsibility: SM
5.4.1 Follow up on payments according to company’s payment
arrangement.
5.4.2 Report Fin/Admin Manager if payment is not forthcoming.
5.4.3 Record all coSMunications for fall back.
6. Related Proceses
 Nil
Level 3 Document Title: Sales Management Process Page: 22 of 27

MD 0 01/02/2023
Prepared by:
SM
pg. 21 of 27
7. Records Kept
Period
GRV Accounts +5 years Shredding &
Recycling
GRN Accounts +5 years Shredding &
Recycling
GDN Accounts +5 years Shredding &
Recycling
Level 3 Document Title: Section B Page: 23 of 27

(Process Control Forms)

0 01/02/2023
Prepared by: HRM
pg. 22 of 27
SECTION B
CHECKLIST & RECORDS USED IN MARKETING MANAGEMENT
KEY BUSINESSS PROCESSES
Level 4 Document Title: Customer Survey Questionnaire Page: 24 of 27
Doc Ref: FZL -SMKBPF 01
Prepared by: SM Revision No.: Date Issued:

Approved by: MD 0 01/02/2023
Name of Customer
Contact Person
Type of Material/s Supplied
Date of Survey
Company Respondent
Score
Criteria Assessed 1 2 3 4 5 CoSMent/s
1. Overall service
quality consistency
pg. 23 of 27
2. Is service free from

defects
3. Is the readily
available?
4. Is usage experience
good?
5. Does the company
offer after purchase
service (help)?
6. Is response to
customer
complaints timely?
7. Is delivery done
timely?
8. Would you refer
company to other
customers?
9. Is service priced
competitively?
10. Would you refer
service to others
Overall Score
Minimum acceptable Min.

satisfaction score 3/5
1 = Poor 2 = Fair 3 = Satisfactory 4 = Good 5 = Excellent
CoSMent/s
----------------------------------------------------------------------------------------------------------------
----------------------------------------------------------------------------------------------------------------
----------------------------------------------------------------------------------------------------------------
Assessor/s:…………………………………………Signature/s………………………….
Date:………………………………….. Prepared by:………………………...
Level 4 Document Title: Business Plan Justification Page: 25 of 27
Doc Ref: FZL -SMKBPF 02

0 01/02/2023
Approved by: MD
Proposed Activities:
…………………………………………………………………………………………………
…………………………………………………………………………………………………
…………………………………………………………………………………………………
…………………………………………………………………………………………………
…………………………………………………………………………………………………
pg. 24 of 27
Total Cost
…………………………………………………………………………………………………
…………………………………………………………………………………………………..
Qualitative Justification:
…………………………………………………………………………………………………
…………………………………………………………………………………………………
…………………………………………………………………………………………………
…………………………………………………………………………………………………
…………………………………………………………………………………………………
Quantitative Justification
…………………………………………………………………………………………………
…………………………………………………………………………………………………
…………………………………………………………………………………………………
…………………………………………………………………………………………………
…………………………………………………………………………………………………
…………………………………………………………………………………………………
Approved/Disapproved: Date:
……………………………… ………………………………………..
Title: Contract or Agreement Template Page: 26 of 27
Level 4 Document
Doc Ref: FZL – SMKBPF03

0 01/02/2023
Approved by: MD
CONTRACT ENTERED INTO BETWEEN FZL &-----------------------------
1. The Contract Terms
1.1. Contract Purpose and Scope
To provide --------------------services and products for the objective of maintaining an ISO 9001
Quality Management Systems (QMS). The ---------------- services and products shall be restricted to
processes and operations of FZL.
pg. 25 of 27
1.2. Guarantee of Quality Product/Service/Work
The company (----------------------------) undertakes to provide --------------------- services and products

to FZL, adequately addressing the service activities need to ensure provision of quality
----------------------- services and products. FZL shall provide sufficient resources, which are required
for the effective service provision/s.
1.3. Project Time Frame/Duration
Duration of the --------------------service is approximately ------ months beginning from March, 2016
to September, 2016 as per agreement. Any variations to the service provision and the resultant
variation costs resulting from unforeseen happenings, e.g. external factors beyond the control of either
Party, shall be discussed and mutually agreed upon prior to effecting any such variations or changes
to the service provision.
1.4. Liability
1.4.1.---------------- and FZL are jointly liable for the effective and efficient implementation
of this service, based on both parties availing time and other resources timely.
--------------- is required to conduct its business in a professional, safe and responsible
manner. However, -------------------- is not liable for any damage and or other injuries
that may arise during the service provision as a result of negligence or malice on the
part of FZL staff or stakeholders.
Level 4 Document Title: Contract or Agreement Template Page: 27 of 27
Doc Ref: FZL – SMKBPF03

0 01/02/2023
Approved by: MD
1.4.2.The service will be carried out within the provisions of the applicable Zimbabwean
legislation and statutes.
2. Confidentiality
---------------------------- and FZL are bound by this confidentiality undertaking that confidential
information accessed or gathered during the service provision shall not be divulged to any third party
without written approval from the other concerned part.
3. Payment Terms
As specified in quotation.
This agreed and signed at ………………………….…………………………………………….(place) on
the……………………………(date) day of ………………………… (month) 2017.
pg. 26 of 27
4. SIGNED
i) For and on behalf of -------------------------------------

Name: Position:
Signed: …………………………….. Date:………………………………
Witness:
Date: ……………………………….. Signed:…………………………..
ii) For and on Behalf of FZLP
Name: Position:
Signed: …………………………….. Date:……………………………
Witness:
Date:………………………………..
Signed:………………………...
NB: Wording of this contract may be changed to suit the requirements of a particular contract.
pg. 27 of 27

FURZEL Marketing Manual

Uploaded by

Copyright:

Available Formats

FURZEL Marketing Manual

Uploaded by

Document Information

Original Description:

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

FURZEL Marketing Manual

Uploaded by

Copyright:

Available Formats

ISO 9001:2015

SALES & MARKETING

Doc Ref: FZL – SMKBP 0.1

0.0 DOCUMENT VERIFICATION & APPROVAL SYSTEM

Designation Department Signature Date

Name Position Signature Date

Doc Ref: FZL - SMKBP 0.2

Approve by: MD Revision Date Issued:

Document Ref. No. Title Page

Level 3 Document Title: Amendment History Page: 4 of 27

0.3 AMENDMENT HISTORY

Revision # Date Reason/s for Amendment

0 01/02/2023 Adoption of the first FZL SM department User Manual

Level 3 Document Title: Distribution List Page: 5 of 27

0.4 DISTRIBUTION LIST

The Sales & Marketing department User Manual is a controlled document.

The Management Representative has the responsibility of:

4.0 DISTRIBUTION LIST

Document Title Copy Number Recipient

FZL - SMKBP/2 Controlled Copy 2 MD

Level 3 Document Title: Section A Page: 6 of 27

Doc Ref: FZL - SMKBP 0.5

Approve by: MD Revision No.: Date Issued:

Level 3 Document Title: Strategic Planning Process Page: 7 of 27

Approve by: MD Revision No.: Date Issued:

It covers the activities done during strategic planning meetings.

The SM is the responsibility to document, implement, maintain and update records

5. Activities: Preparation for Strategic Planning

Section 1 – Input into strategic meetings

Level 3 Document Title: Strategic Planning Process Page: 8 of 27

Related Clause: 8.2 Approve by: MD Revision No.: Date Issued:

5.4 Each presentation is critiqued by management until some strategies or

Name of Record Responsibility Retention Method of Disposal

Level 3 Document Title: Tendering Process Page: 9 of 27

Doc Ref: FZL – SMKBP 02

Approve by: MD Revision No.: Date Issued:

ISO 9001:2015; Clause 8.2.

5.1 Responsing to Tenders

Level 3 Document Title: Tendering Process Page: 10 of 27

Doc Ref: FZL – SMKBP 02

Approve by: MD Revision No.: Date Issued:

Prepared by: SM 0 01/02/2023

Level 3 Document Title: Service & Product Contract Page: 11 of 27

Approve by: MD Revision No.: Date Issued:

Prepared by: SM 0 01/02/2023

ISO 9001:2015; Clause 8.2.

5.1 Preparation of a Contract

Level 3 Document Title: Service Contract Procedure Page: 12 of 27

Doc Ref: FZL – SMKBP 03

Approve by: MD Revision No.: Date Issued:

Prepared by: SM 0 01/02/2023

Responsibility: SM/Designated Manager

Level 3 Document Title: Advertising Process Page: 13 0f 27

Doc Ref: FZL – SMKBP 04

Approve by: MD Revision No.: Date Issued:

ISO 9001:2015; Clause 5.1 8.2.2

5.1 Advertising for Service Providers

Responsibility: SM/User Department

Level 3 Document Title: Advertising Process Page: 14 of 27