management review meeting date : 08-nov-06. agenda mrm – introduction iqa analysis customer...

Management Review MeetingDate : 08-Nov-06

AgendaMRM IntroductionIQA AnalysisCustomer Satisfaction AnalysisProcess performance measuresDriving Quality Road MapAction Items

Management Review- As said in ISO 9001:20005.6.1 General Top management shall review the organizations quality management system ,at planned intervals. to ensure its continuing suitability, adequacy and effectiveness. This review shall include assessing opportunities for improvement and the need for changes to quality management system , including the quality policy and objectives

Management Review MeetingObjective Health check of AXIOM QMS Senior Management review of process compliance Identify actions for organizational measures Identify areas of continual improvement Requirement of ISO 9001:2000

Management Review 5.6.2 Review InputThe input to management review shall include information onResults of IQA AuditsCustomer FeedbackProcess Performance and product conformityStatus of corrective and preventive actionsFollow up actions from previous management reviewsChanges that could affect the QMSRecommendations for improvement

5.6.3 Review OutputThe output from management review shall include any decisions and actionsrelated toimprovement of the effectiveness of quality management system and its processesimprovement of product related to customer requirements , and resource needs

IQA 01 Audit Coverage

IQA Analysis

Chart1

3

5

3

5

2

4

2

0

6

4

3

4

3

4

3

No of Nonconformances

Departments

No of NC

NC across departments

Index

IQA NC Analysis Sheet

Ver .No 1.0AT/QC/FRM 04Date: 06/'06

Ver. No.3.0

INDEX

Sl. No.SheetType

1Audit CoverageAudit coverage at AXIOM UAEAudit coverage ratio is also shown.

2NC DatasheetDetails of Departmental NC

3ISO DatasheetDetails of NCs attributed against ISO clauses

4NC AnalysisAnalysis of departmental NC

5ISO Trend AnalysisAnalysis of departmental NC against ISO clauses

6IQA Trend SheetNC analysis across IQA

7PCIProcess Compliance Index

&L

Reference: CPIG_5.08_FM04&C&"Arial,Bold"&12IQA NC Analysis Sheet&R&"Arial,Italic"Continuous Process Improvement Group - Forms

&"Arial,Regular"Ver No. 2.1

&RPage &P of &N

Audit Coverage

NC Datasheet

ISO Datasheet

NC Analysis

ISO Trend Analysis

IQA Trend Sheet

PCI

Audit Coverage

IQA 01 Audit CoverageBack

DepartmentAudited (Yes/No)Reason for Not Audited

MarketingYes

Category HandsetsYes

Category AccessoriesYes

Project ManagementYes

Human ResourcesYes

Admin & PRYes

Quality ControlYes

Axiom PlusYes

Axiom Service ProvidersYes

FinanceYes

Retail SalesYes

Whole SalesYes

Direct DistributionYes

Supply ChainYes

WarehouseYes

LogisticsYes

Management RepresentativeYes

FinanceYes

Senior ManagementNo

Audit Coverage Ratio95%

&L

Reference: (CPIG_5.08_FM04)&C &"Arial,Bold"&12IQA NC Analysis Sheet&R&"Arial,Italic"Continuous Process Improvement Group-Forms&"Arial,Regular"

Ver No. 2.1

&RPage &P of &N

Back

NC Datasheet

IQA Analysis

NC Segmentation

S.NoDepartmentNumber of NCNoNC ClosedNo of NC open as on dateNo of ObservationsRemarksMajorMinorObservationTotal

1Marketing3390003

2Category Handsets5542345

3Category Accessories336363

4Project Management5575

5Human Resources22112

6Admin & PR4424

7Quality Control2242

8Axiom Plus0030

9Axiom Service Providers6626

10Finance0

11Retail Sales0

12Whole Sales4424

13Direct Distribution335353

14IT445454

15Warehouse3146313

16Logistics443434

17Management Representative0

18Finance313

19Senior Management0

Retail Stores

1Al Ghurair11121012

2Fono MOE669159

3Axiom MOE557147

4Fono Sky Tower88585

TOTAL511497005182351

NC Data by SOP

Department /NCSOP 1SOP 2SOP 3SOP 4SOP 5SOP 6SOP 7SOP 8SOP 9SOP 10SOP 11SOP 12SOP 13SOP 14SOP 15SOP 16SOP 17SOP 18SOP 19SOP 20Remarks

SOP Name

Marketing


SOP Name

Category Handsets321111


SOP Name

Category Accessories111


SOP Name

Project Management2111


SOP Name

Human Resources1


SOP Name

Admin & PR1111


SOP Name

Quality Control11


SOP Name

Axiom Plus


SOP Name

Axiom Service Providers124111


SOP Name

Finance


SOP Name

Retail Sales15167566151


SOP Name

Whole Sales12


SOP Name

Direct Distribution21


SOP Name

IT211


SOP Name

Warehouse211


SOP Name

Logistics31


SOP Name

Management Representative


SOP Name

Finance


SOP Name

Senior Management

1.SOP not followed to a large extent2.Outputs /Measures far below the expected level

SOPs followed but inconsistent

SOPs followed but marginally inconsistent

ISO Datasheet

NC Data by ISO 9001:2000 Clauses

ISO ClauseClause DescriptionMarketingCategory HandsetsCategory AccessoriesProject ManagementHuman ResourcesAdmin & PRQuality ControlAxiom PlusAxiom Service ProvidersFinanceRetail SalesWhole SalesDirect DistributionITWarehouseLogisticsManagement RepresentativeFinanceSenior Management# NC Count% of NC

4.2.1General00.00

4.2.2Quality Manual00.00

4.2.3Control of Documents11135.17

4.2.4Control of Records111111610.34

5.1Management commitment00.00

5.2Customer Focus00.00

5.3Quality Policy46.90

5.4.1Quality objectives712.07

5.4.2QMS planning111.72

5.5.1Responsibility and authority00.00

5.5.2Management representative111.72

5.5.3Internal communication1111610.34

5.6.1General00.00

5.6.2Review input00.00

5.6.3Review output00.00

6.1Provision of resources00.00

6.2Human resources00.00

6.2.1General00.00

6.2.2Competence, awareness and training223.45

6.3Infrastructure00.00

6.4Work environment00.00

7.1Planning of Product Realization00.00

7.2.1Determination of Requirements related to the product00.00

7.2.2Review of requirements related to the product111.72

7.2.3Customer Communication110.00

7.3.1Design and development planning00.00

7.3.2Design and development inputs00.00

7.3.3Design and development outputs00.00

7.3.4Design and development review00.00

7.3.5Design and development verification00.00

7.3.6Design and development validation00.00

7.3.7Control of design and development changes110.00

7.4.1Purchasing process1122170.00

7.4.2Purchasing information11130.00

7.4.3Verification of purchased product00.00

7.5.1Control of production and service provision00.00

7.5.2Validation of processes for production and service provision00.00

7.5.3Identification and traceability11111160.00

7.5.4Customer property00.00

7.5.5Preservation of product00.00

7.6Control of measuring and monitoring devices00.00

8.2.1Customer satisfaction00.00

8.2.2Internal audit00.00

8.2.3Monitoring and measurement processes00.00

8.2.4Monitoring and measurement of product110.00

8.3Control of non conforming product00.00

8.4Analysis of data11211170.00

8.5.1Continual Improvement00.00

8.5.2Corrective action110.00

8.5.3Preventive action00.00

Total0335242060053444000580.00

NC Analysis

NC Analysis

3

5

3

5

2

4

2

0

6

4

3

4

3

4

3


Departments

No of NC


ISO Trend Analysis

ISO Trend Analysis

0

0

3

6


ISO 9001:2000 Clauses

No of Non Conformances

Section 4 Non Conformances

PCI

0

0

4

7

1

0

1

6

0

0

0





IQA Trend Sheet

0

0

0

2

0

0





0

0

1

1

0

0

0

0

0

0

1

7

3

0

0

0

6

0

0

0





0

0

0

1

0

7

0

1

0





Process Compliance Index

PCI Calculation sheet

Number of non conformancesMajorMinorObservationsNC Score% Non Compliance (Moving rate)% Process Compliance

Marketing039180.1585%

Category Handsets234230.1981%

Category Accessories035140.1288%

Project Management147240.1981%

Human Resources0211170.1585%

Admin & PR042140.1288%

Quality Control024100.0991%

Axiom Plus00330.0397%

Axiom Service Providers242240.1981%

Finance120110.1090%

Retail Sales00000.00100%

Whole Sales312200.1783%

Direct Distribution035140.1288%

IT045170.1585%

Warehouse316240.1981%

Logistics043150.1387%

Management Representative00000.00100%

`







0


Admin & PR042140.1288%


Finance121120.1189%

IT045170.1585%





Retail Stores

Al Ghurair1012170.1585%

Fono MOE159290.2278%

Axiom MOE147240.1981%

Fono Sky Tower85290.2278%

0

0

0

0

0

0

Departments

Departments

PCI Value

Process Compliance Index-Core Departments

0

0

0

0

0

0

0

0

0

Departments

Departments

PCI Value

Process Compliance Index- Support and Other Departments

0

0

0

0

0

0

Departments

Departments

PCI Value


0

0

0

0

Departments

PCI Value

Process Compliance Index-Retails

IQA TREND DATA SHEET

Number of Non Conformances

IQA 1IQA 2IQA 3

Marketing

Category Handsets

Category Accessories

Project Management

Human Resources

Admin & PR

Quality Control

Axiom Plus

Axiom Service Providers

Finance

Retail Sales

Whole Sales

Direct Distribution

Supply Chain

Warehouse

Logistics


Finance

Senior Management

IQA Summary DIRECT DISTRIBUTION Sharing of good practices and recognizing innovative ideas through Sales man of the month schemeCATEGORY ACCESSORIESUsage of Product Life cycle monitoring matrix to monitor and track the phases of productRETAILUsage of Individual Performance Tracker/Store performance tracker to update and track status of sales on daily basis in one sheetHUMAN RESOURCESDetailed SLAs defined and monitored for all process activities ITInternally developed Axiom easy site used for system issue tracking and monitoring

IQA Summary Supplier performance monitoring - Supplier ratingProduct Pricing displayMaintenance of key records Purchase Orders, Sales Orders Analysis of data collected Tracking of actions for data collected

Problem Children - Minor NC

Records Control Control of Defective products Identification and Traceability

Process Compliance MeasureOperational Departments

Chart2

0.8474576271

0.8130081301

0.8771929825

0.8064516129

0.8333333333

0.8771929825

0.9708737864

0.8064516129

Departments

Departments

PCI Value


Index



Ver. No.3.0

INDEX

Sl. No.SheetType








&L



&RPage &P of &N

Audit Coverage

NC Datasheet

ISO Datasheet

NC Analysis

ISO Trend Analysis

IQA Trend Sheet

PCI

Audit Coverage



MarketingYes




Human ResourcesYes

Admin & PRYes

Quality ControlYes

Axiom PlusYes


FinanceYes

Retail SalesYes

Whole SalesYes


Supply ChainYes

WarehouseYes

LogisticsYes


FinanceYes

Senior ManagementNo


&L


Ver No. 2.1

&RPage &P of &N

Back

NC Datasheet

IQA Analysis

NC Segmentation


1Marketing3390003





6Admin & PR4424


8Axiom Plus0030


10Finance0

11Retail Sales0

12Whole Sales4424


14IT445454

15Warehouse3146313

16Logistics443434


18Finance313


Retail Stores

1Al Ghurair11121012

2Fono MOE669159

3Axiom MOE557147


TOTAL511497005182351

NC Data by SOP


SOP Name

Marketing


SOP Name



SOP Name



SOP Name



SOP Name

Human Resources1


SOP Name

Admin & PR1111


SOP Name

Quality Control11


SOP Name

Axiom Plus


SOP Name



SOP Name

Finance


SOP Name



SOP Name

Whole Sales12


SOP Name



SOP Name

IT211


SOP Name

Warehouse211


SOP Name

Logistics31


SOP Name



SOP Name

Finance


SOP Name

Senior Management




ISO Datasheet



4.2.1General00.00












5.6.1General00.00





6.2.1General00.00

































Total0335242060053444000580.00

NC Analysis

NC Analysis

3

5

3

5

2

4

2

0

6

4

3

4

3

4

3


Departments

No of NC


ISO Trend Analysis

ISO Trend Analysis

0

0

3

6





PCI

0

0

4

7

1

0

1

6

0

0

0





IQA Trend Sheet

0

0

0

2

0

0





0

0

1

1

0

0

0

0

0

0

1

7

3

0

0

0

6

0

0

0





0

0

0

1

0

7

0

1

0













Admin & PR042140.1288%




Finance120110.1090%




IT045170.1585%




`









0


Admin & PR042140.1288%


Finance121120.1189%

IT045170.1585%



Retail Stores

Al Ghurair1012170.1585%

Fono MOE159290.2278%

Axiom MOE147240.1981%


Departments

Departments

PCI Value


Departments

Departments

PCI Value


Departments

PCI Value




IQA 1IQA 2IQA 3

Marketing

Category Handsets


Project Management

Human Resources

Admin & PR

Quality Control

Axiom Plus


Finance

Retail Sales

Whole Sales

Direct Distribution

Supply Chain

Warehouse

Logistics


Finance

Senior Management

Process Compliance MeasureSupport Departments

Chart1

0.8547008547

0.8771929825

0.9090909091

0.8928571429

0.8547008547

0.8064516129

0.8695652174

Departments

Departments

PCI Value


Index



Ver. No.3.0

INDEX

Sl. No.SheetType








&L



&RPage &P of &N

Audit Coverage

NC Datasheet

ISO Datasheet

NC Analysis

ISO Trend Analysis

IQA Trend Sheet

PCI

Audit Coverage



MarketingYes




Human ResourcesYes

Admin & PRYes

Quality ControlYes

Axiom PlusYes


FinanceYes

Retail SalesYes

Whole SalesYes


Supply ChainYes

WarehouseYes

LogisticsYes


FinanceYes

Senior ManagementNo


&L


Ver No. 2.1

&RPage &P of &N

Back

NC Datasheet

IQA Analysis

NC Segmentation


1Marketing3390003





6Admin & PR4424


8Axiom Plus0030


10Finance0

11Retail Sales0

12Whole Sales4424


14IT445454

15Warehouse3146313

16Logistics443434


18Finance0


Retail Stores

1Al Ghurair11121012

2Fono MOE669159

3Axiom MOE557147


TOTAL481496905182348

NC Data by SOP


SOP Name

Marketing


SOP Name



SOP Name



SOP Name



SOP Name

Human Resources1


SOP Name

Admin & PR1111


SOP Name

Quality Control11


SOP Name

Axiom Plus


SOP Name



SOP Name

Finance


SOP Name



SOP Name

Whole Sales12


SOP Name



SOP Name

IT211


SOP Name

Warehouse211


SOP Name

Logistics31


SOP Name



SOP Name

Finance


SOP Name

Senior Management




ISO Datasheet



4.2.1General00.00












5.6.1General00.00





6.2.1General00.00

































Total0335242060053444000580.00

NC Analysis

NC Analysis

3

5

3

5

2

4

2

0

6

4

3

4

3

4


Departments

No of NC


ISO Trend Analysis

ISO Trend Analysis

0

0

3

6





PCI

0

0

4

7

1

0

1

6

0

0

0





IQA Trend Sheet

0

0

0

2

0

0





0

0

1

1

0

0

0

0

0

0

1

7

3

0

0

0

6

0

0

0





0

0

0

1

0

7

0

1

0













Admin & PR042140.1288%




Finance120110.1090%




IT045170.1585%




`







0


Admin & PR042140.1288%


Finance121120.1189%

IT045170.1585%



Retail Stores

Al Ghurair1012170.1585%

Fono MOE159290.2278%

Axiom MOE147240.1981%


DCC Axiom103330.2575%

DCC Fono54190.1684%

Departments

Departments

PCI Value


Departments

Departments

PCI Value


Departments

Departments

PCI Value


Departments

PCI Value




IQA 1IQA 2IQA 3

Marketing

Category Handsets


Project Management

Human Resources

Admin & PR

Quality Control

Axiom Plus


Finance

Retail Sales

Whole Sales

Direct Distribution

Supply Chain

Warehouse

Logistics


Finance

Senior Management

Process Compliance Measure - Retail

Chart1

0.8547008547

0.7751937984

0.8064516129

0.7751937984

0.7518796992

0.8403361345

Departments

PCI Value


Index



Ver. No.3.0

INDEX

Sl. No.SheetType








&L



&RPage &P of &N

Audit Coverage

NC Datasheet

ISO Datasheet

NC Analysis

ISO Trend Analysis

IQA Trend Sheet

PCI

Audit Coverage



MarketingYes




Human ResourcesYes

Admin & PRYes

Quality ControlYes

Axiom PlusYes


FinanceYes

Retail SalesYes

Whole SalesYes


Supply ChainYes

WarehouseYes

LogisticsYes


FinanceYes

Senior ManagementNo


&L


Ver No. 2.1

&RPage &P of &N

Back

NC Datasheet

IQA Analysis

NC Segmentation


1Marketing3390003





6Admin & PR4424


8Axiom Plus0030


10Finance0

11Retail Sales0

12Whole Sales4424


14IT445454

15Warehouse3146313

16Logistics443434


18Finance0


Retail Stores

1Al Ghurair11121012

2Fono MOE669159

3Axiom MOE557147


TOTAL481496905182348

NC Data by SOP


SOP Name

Marketing


SOP Name



SOP Name



SOP Name



SOP Name

Human Resources1


SOP Name

Admin & PR1111


SOP Name

Quality Control11


SOP Name

Axiom Plus


SOP Name



SOP Name

Finance


SOP Name



SOP Name

Whole Sales12


SOP Name



SOP Name

IT211


SOP Name

Warehouse211


SOP Name

Logistics31


SOP Name



SOP Name

Finance


SOP Name

Senior Management




ISO Datasheet



4.2.1General00.00












5.6.1General00.00





6.2.1General00.00

































Total0335242060053444000580.00

NC Analysis

NC Analysis

3

5

3

5

2

4

2

0

6

4

3

4

3

4


Departments

No of NC


ISO Trend Analysis

ISO Trend Analysis

0

0

3

6





PCI

0

0

4

7

1

0

1

6

0

0

0





IQA Trend Sheet

0

0

0

2

0

0





0

0

1

1

0

0

0

0

0

0

1

7

3

0

0

0

6

0

0

0





0

0

0

1

0

7

0

1

0













Admin & PR042140.1288%




Finance120110.1090%




IT045170.1585%




`







0


Admin & PR042140.1288%


Finance121120.1189%

IT045170.1585%





Retail Stores

Al Ghurair1012170.1585%

Fono MOE159290.2278%

Axiom MOE147240.1981%


DCC Axiom103330.2575%

DCC Fono54190.1684%

Departments

Departments

PCI Value


Departments

Departments

PCI Value


Departments

Departments

PCI Value


Departments

PCI Value




IQA 1IQA 2IQA 3

Marketing

Category Handsets


Project Management

Human Resources

Admin & PR

Quality Control

Axiom Plus


Finance

Retail Sales

Whole Sales

Direct Distribution

Supply Chain

Warehouse

Logistics


Finance

Senior Management

Process Improvement Participation IndexNo of Process improvements received = xNo of Process improvements accepted = yTotal No of employees = p

Process Improvement Participation Index (PIPI) = y/p

Target for PIPI for June 2007 = 10 %

Customer Satisfaction Analysis

Date: \ \

/ /

Customer satisfaction survey

Dear customer,

We request you to give your valuable feedback and help us serve you better. Please spare a few moments and fill up the form below

, .

Characteristics of sales person

V Poor Poor Average Good V Good

Courteous / Polite

FORMCHECKBOX FORMCHECKBOX FORMCHECKBOX FORMCHECKBOX FORMCHECKBOX

/

Willingness to help


Efficiency and Quickness


Product Knowledge


Enthusiastic


Listening carefully


On characteristics of stores management

V Poor Poor Average Good V Good

Stores hours are convenient


Stores ambience is appealing


Product Display has enough Information


Satisfied with the product

I bought


Satisfied with Price I paid


This store stands out in crowd


Customer Satisfaction Analysis Retail - 2005 % Customers Rated us as Very Bad & Bad

Customer Satisfaction Analysis Retail -2005

Chart1

Stores Hours convenientStores Hours convenientStores Hours convenient81.17647058821.4705882353

Stores Ambienec appealingStores Ambienec appealingStores Ambienec appealing77.64705882352.3529411765

Product Display has enough informationProduct Display has enough informationProduct Display has enough information67.64705882355

Satisfied with Product I boughtSatisfied with Product I boughtSatisfied with Product I bought76.17647058823.8235294118

Satisfied with Price I paidSatisfied with Price I paidSatisfied with Price I paid63.52941176475.5882352941

The store stands out in CrowdThe store stands out in CrowdThe store stands out in Crowd78.82352941181.4705882353

CHARACTERITICS

% SCORE

STORES CHARACTERISTICS

input data

Sales Person CharacteristicsV poorPoorAvgGoodV good

12345Total CountFull Score

Courteous and Polite1206113968340

Willing to help116873668340

Efficiency and Quickness1129113568340

Product Knowledge828143668340

Enthusiastic1115143768340

Listen Carefully1256123368340

Sales Person Characteristics

SCORERED ZONE

Courteous and Polite79.123.53

Willing to help75.005.00

Efficiency and Quickness76.763.82

Product Knowledge80.002.94

Enthusiastic79.123.53

Listen Carefully74.415.00

Overall Score77.403.97

Sales Person CharacteristicsV poorPoorAvgGoodV good

12345Total CountFull Score

Stores Hours convenient2312232868340

Stores Ambienec appealing629282368340

Product Display has enough information8918151868340

Satisfied with Product I bought946212868340

Satisfied with Price I paid16314231268340

The store stands out in Crowd4115232568340


SCORERED ZONE

Stores Hours convenient81.181.47

Stores Ambienec appealing77.652.35

Product Display has enough information67.655.00

Satisfied with Product I bought76.183.82

Satisfied with Price I paid63.535.59

The store stands out in Crowd78.821.47


input data

00000

00000

00000

00000

00000

00000

CHARACTERISTICS

% SCORE

SALES PERSON CHARACTERISTICS

Sheet3

00000

00000

00000

00000

00000

00000

CHARACTERITICS

% SCORE

STORES CHARACTERISTICS

Customer Satisfaction Analysis Retail-2006

Chart2

Courteous and PoliteCourteous and PoliteCourteous and Polite88.38235294121.7647058824

Willing to helpWilling to helpWilling to help86.61764705883.3823529412

Efficiency and QuicknessEfficiency and QuicknessEfficiency and Quickness83.23529411763.5294117647

Product KnowledgeProduct KnowledgeProduct Knowledge86.61764705882.7941176471

EnthusiasticEnthusiasticEnthusiastic85.14705882353.3823529412

Listen CarefullyListen CarefullyListen Carefully87.35294117652.6470588235

CHARACTERISTICS

% SCORE

SALES PERSON CHARACTERISTICS -2006 - Axiom Telecom

RAW DATA NOV 2005

RETAIL SURVEY - ON CUSTOMER SATISFACTION - 2006- Axiom Telecom LLC

CourteousWillingness to helpEfficiency and quicknessProduct KnowledgeEnthusiasticListening carefullystores Hours ConvenientAmbience appealingProduct display has enough informationSatisfied with productSatisfied with priceStores Stands out in crowd

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555555555545

313413333333

555555334554

322231333113

555555345414

544555452525

555555455444

532544553443

111211322111

555555555555

555555444444

111115333111

555555453444

443545555323

555555435534

555555555545

333333333133

555555544444

111111111133

555555443444

454555455544

443434444324

555555554545

555555555554

555555545554

545455555554

555555555555

555555553515

322222332132

444343455545

555555434434

555555444544

555545445544

541443555554

555555444433

555555555555

555555544544

555555555555

455444432114

555555555554

555555555555

555555554555

555555444434

543554554533

445545455554

555555555555

555555544444

111111111111

555555544553

555455554534

444444454544

555555333333

555555554344

454545454445

555555444444

555555453333

555555555555

554544444434

534555555344

554454434444

555555555555

431144111111

555445443555

555555444544

555555444544

555555455545

555555555555

601589566589579594574554537527492523

QTY136

POSSIBLE FULL SCORE680

88.486.683.286.685.187.484.481.579.077.572.476.9

164563026166

1011169111245619168

1223241923184918212820

1.763.383.532.793.382.650.591.322.653.094.122.94


SCORERED ZONE








STORES Characteristics

SCORERED ZONE


Stores Ambience appealing81.471.32






RAW DATA NOV 2005

00000

00000

00000

00000

00000

00000

CHARACTERISTICS

% SCORE


00000

00000

00000

00000

00000

00000

CHARACTERISTICS

% SCORE

STORES CHARACTERISTCIS - 2006- Axiom Telecom

Customer Satisfaction Analysis Retail-2006

Chart1

Stores Hours convenientStores Hours convenientStores Hours convenient84.41176470590.5882352941

Stores Ambience appealingStores Ambience appealingStores Ambience appealing81.47058823531.3235294118

Product Display has enough informationProduct Display has enough informationProduct Display has enough information78.97058823532.6470588235

Satisfied with Product I boughtSatisfied with Product I boughtSatisfied with Product I bought77.53.0882352941

Satisfied with Price I paidSatisfied with Price I paidSatisfied with Price I paid72.35294117654.1176470588

The store stands out in CrowdThe store stands out in CrowdThe store stands out in Crowd76.91176470592.9411764706

CHARACTERISTICS

% SCORE


RAW DATA NOV 2005

RETAIL SURVEY - ON CUSTOMER SATISFACTION - 2006- Axiom Telecom LLC

CourteousWillingness to helpEfficiency and quicknessProduct KnowledgeEnthusiasticListening carefullystores Hours ConvenientAmbience appealingProduct display has enough informationSatisfied with productSatisfied with priceStores Stands out in crowd

322322434213

111111111111

555555444445

324341333333

555555545355

555455445434

555555333333

555555555555

555555434322

555555555555

555555555554

554445333333

555545553435

555555555544

453313533311

443555555335

555455544352

555445454444

555555545445

111111555111

555555555534

444324553555

333133333133

555555555555

554444553444

555555545453

121311433333

111222341441

555555555555

543514555554

444535454513

443224331112

111331313133

555555523554

311333332343

555555555555

555545532544

221321444432

555555533334

455545545555

555555444445

554555454534

555555454544

555555555555

555555555335

555555555555

555555533543

555555445543

555555444444

555555333313

555555333333

443445444134

431334444144

555555335545

555555333333

555555535124

555455445545

555555544555

555555555555

331131333113

555555555555

555555544544

111111433122

555555453543

555555555555

555555545544

555455444445

455554443444

553444555345

555555555545

313413333333

555555334554

322231333113

555555345414

544555452525

555555455444

532544553443

111211322111

555555555555

555555444444

111115333111

555555453444

443545555323

555555435534

555555555545

333333333133

555555544444

111111111133

555555443444

454555455544

443434444324

555555554545

555555555554

555555545554

545455555554

555555555555

555555553515

322222332132

444343455545

555555434434

555555444544

555545445544

541443555554

555555444433

555555555555

555555544544

555555555555

455444432114

555555555554

555555555555

555555554555

555555444434

543554554533

445545455554

555555555555

555555544444

111111111111

555555544553

555455554534

444444454544

555555333333

555555554344

454545454445

555555444444

555555453333

555555555555

554544444434

534555555344

554454434444

555555555555

431144111111

555445443555

555555444544

555555444544

555555455545

555555555555

601589566589579594574554537527492523

QTY136

POSSIBLE FULL SCORE680

88.486.683.286.685.187.484.481.579.077.572.476.9

164563026166

1011169111245619168

1223241923184918212820

1.763.383.532.793.382.650.591.322.653.094.122.94


SCORERED ZONE








STORES Characteristics

SCORERED ZONE


Stores Ambience appealing81.471.32






RAW DATA NOV 2005

00000

00000

00000

00000

00000

00000

CHARACTERISTICS

% SCORE


00000

00000

00000

00000

00000

00000

CHARACTERISTICS

% SCORE


Customer Satisfaction Analysis Retail Action Points The stores in charge shall be explained on the survey findings and will be made responsible for ensuring that through their frequent outlet visits the Corrective actions will be taken

Market watch on all competition price analysis will be done on weekly basis Market watch report has to be reviewed with CAT team for proper pricing for market alignment

Axiom Advantage will be emphasized to handle price issues and will be ensured thru Mystery shopper program

Customer Satisfaction Analysis Direct Distribution

Chart1

0.9936708861

0.9936708861

0.9683544304

0.2367088608

0.8227848101

0.3265822785

0.4898734177

0.8430379747

0.6316455696

0.6417721519

0.7101265823

0.7189873418

DD CSI % SEPT 158 dealers

Sheet1

DD - Customer Satisfaction - OCT 2006 feedback

NoLocationLocation IDSales staff visit regularlyStaff friendy & well manneredOverall service level of the staffSale manager - contactIssues resolutionPricingStock supplyDelivery timingsNew product infoMarketing materialAfter sale serviceOverall Satisfaction with AxiomRemarks if any

1Shj 1Shj555050555553pricing / stocks

2Shj 1Shj555030555555pricing / stocks

3Shj 1Shj555033555555pricing

4Shj 1Shj555033353555

5Shj 1Shj555030555553pricing

6Shj 1Shj555053355355

7Shj 1Shj555030055553

8Shj 1Shj555053553553

9Shj 1Shj555033035355pricing/stocks

10Shj 1Shj555053353555

11SatwaDubai555030030053



14SatwaDubai555030353353price


16SatwaDubai555050333053good

17SatwaDubai505050330305after sale servcice no good




21ALBARAHDubai555033030503

22ALBARAHDubai555150355305want SE / Samsung158 dealers







29ALBARAHDubai555153355055want SE


31ALBARAHDubai555053555555want credit for 2 days

32FujairahFujairah555250553353Service center/stocks

33FujairahFujairah555050353353improve service /price

34FujairahFujairah555053353355price protection for 1 wk

35FujairahFujairah555100030000price/stock/mkt

36FujairahFujairah555053553555price



39FujairahFujairah555250353353



42RollaShj550250055353service / price

43RollaShj555250035303avoid repeat complaints

44RollaShj555050033353price/ stock

45RollaShj555250033003service / price

46RollaShj555230033303service/ price

47RollaShj555050033353service/price/stock

48Al NadhaShj555030033353service

49Al NadhaShj555030055303service

50RollaShj555250033353price / good stock

51RollaShj555250053353price / good stock

52AjmanAjman555350053503



55AjmanAjman555430053503pricing





60UM QUM Q555033355555

61UM QUM Q555030055353pricing

62UM QUM Q5550300

63KhaleejDubai555253553353

64MumzarDubai555353553353service

65MosallaDubai555353353553

66KhaleejDubai555353353353stock / servcice

67murarDubai555153553553stock / servcice

68KhaleejDubai555153353353price

69MosallaDubai555033353355price

70MosallaDubai555053553355high price

71murarDubai555253553353stock / servcice

72MosallaDubai555353353353stock

73Defence RdAbu Dhabhi555150355353









82airport rdAbu Dhabhi555253555553




86Defence RdAbu Dhabhi555053355555unit waranty servcice







93TCAAbu Dhabhi555555355555








101824Abu Dhabhi555555555555


103ShahamaAbu Dhabhi555033053003service

104BaniyaAbu Dhabhi555033353055

105musffalAbu Dhabhi555033033353



108ShahamaAbu Dhabhi555033330353




112MadinatAbu Dhabhi555153553555






118KhalidiyaAbu Dhabhi555053555555

119MadinatAbu Dhabhi555053050003service


121Al ainAl Ain555050055303service

122Al ainAl Ain555250055305

123Al ainAl Ain555050333303

124Al ainAl Ain555330033305

125Al ainAl Ain555350053305

126Al ainAl Ain555250030003service center

127Al yaharAl Ain555050053303

128Al ainAl Ain555250033303

129Al ainAl Ain555250055503

130Al ainAl Ain555050033333

131Al ainAl Ain555250053303

132Al ainAl Ain555050053303

133Al ainAl Ain555050053300

134Al ainAl Ain555050053305

135Al ainAl Ain550250053305

136Al ainAl Ain555250533305

137Al ainAl Ain555250533305

138Al ainAl Ain555050055503

139Shj 4SHJ555033553555

140Shj 4SHJ555000030553

141Shj 4SHJ555030300003

142Shj 4SHJ555050033505

143Shj 4SHJ555030303303

144Shj 4SHJ555050030353

145Shj 4SHJ555030353305

146Shj 4SHJ555000330353

147Shj 4SHJ555330333303

148Shj 4SHJ555030000303

149GargashDubai555033350053

150AbrajDubai550033330303




154Naser SqDubai555033353353





score785785765187650258387666499507561568

fulls core 79099%99%97%24%82%33%49%84%63%64%71%72%

Sales staff visit regularlyStaff friendy & well manneredOverall service level of the staffSale manager - contactIssues resolutionPricingStock supplyDelivery timingsNew product infoMarketing materialAfter sale serviceOverall Satisfaction with Axiom

99.4%99.4%96.8%23.7%82.3%32.7%49.0%84.3%63.2%64.2%71.0%71.9%

69.8%overall

Sheet1

00

00

00

00

00

00

00

00

00

00

00

00

Direct Distribution - CSI - SEPT - 158 dealers feedback

Sheet2

0

0

0

0

0

0

0

0

0

0

0

0

DD CSI % SEPT 158 dealers

Sheet3

MBD02ACE44F.unknown

MBD02ACEBE2.unknown

MBD02AD1182.unknown

Customer Satisfaction Analysis Direct Distribution Action PointsChannel Manager to visit their respective outlets 4 times in a weekMarket Manager to visit the top outlets once in a month for the entire regionBy the end of the year service technician exclusively for the Van Sales operation will be deputed at AUH,DXB warehouse and a opening of a service center at Al Ain will reduce the TAT to a large extentMarket analyst in coordination with category and training Dept need to ensure that regular training on new products are given to sales man

Customer Satisfaction Analysis Wholesales

Chart1

0.8148148148

1

0.962962963

0.8444444444

0.5111111111

0.7185185185

0.4

0.5777777778

0.2444444444

0.5555555556

0.8666666667

WHOLE SALE - CSI % OCT 27 dealers

Sheet1

WHOLE SALE - Customer Satisfaction - OCT 2006 feedback

NoLocationLocation IDSales staff visit regularlyStaff friendy & well manneredOverall service level of the staffIssues resolutionPricingStock supplyDelivery timingsNew product infoMarketing materialAfter sale serviceOverall Satisfaction with Axiom

1AL Bahsa55550003055

2MANSOUR55553303055

3Vahibna55530303053

4Damma55533333305

5Gobal Telecom55553303055

6AMT05530033305

7Regency55550303055

8Millinium55533500005

9Master ph55553300005

10cell tel05035503005

11shop55555550353

12Ameer55550333053

13Advincod55553533053

14Microtel55555505555

15Iman55550355053

16Super Star55533330053

17technofit55533303055

18Al amsar05530305355

19Al wafi55555553505

20Shara Phone55505505505

21comfort55550355055

22LNX55555505005

23PAMACAR05553533305

24AL arqoob55553353353

25nil55553553005

26ameer mirzar55553533003

27Husaain05553330003

28

29

30

score110135130114699754783375117

full score81.5%100.0%96.3%84.4%51.1%71.9%40.0%57.8%24.4%55.6%86.7%

135135135135135135135135135135135

Sales staff visit regularlyStaff friendy & well manneredOverall service level of the staffIssues resolutionPricingStock supplyDelivery timingsNew product infoMarketing materialAfter sale serviceOverall Satisfaction with Axiom

81.5%100.0%96.3%84.4%51.1%71.9%40.0%57.8%24.4%55.6%86.7%

68.1%overall

Sheet1

10

0

0

0

0

0

0

0

0

0

0

Whole Sale - CSI - OCT - 27 dealers feedback

Sheet2

0

0

0

0

0

0

0

0

0

0

0

WHOLE SALE - CSI % OCT 27 dealers

Sheet3

Customer Satisfaction Analysis Axiom Service Providers

Mystery Shopping - 2005

Mystery Shopping AnalysisInitial Score was low on ClosingRoot Cause - No purchasing activityAction Taken Purchasing activity during Mystery shopping introducedQuestionnaire revised to include topics like Add on sales, pre closing and post closing topics.

Mystery Shopping - 2006

Mystery Shopping 2006 - AnalysisNo special motivation for staffs in selling accessories and his commission is being paid based on Total Sale Target achieved and not based on Accessory target/ ratio.

Commission structure need to be revised to put more weightage on accessory target/ratio

Staff incentives based on Mystery shopper Score to be put in place. Those score high on Mystery Score will be considered for upgradation

Departmental Measures - Category AccessoriesAll these price changes have been done by the suppliers to boost sales, in cases where the sales has not increased the GP has also taken a hit, while in some cases like the NOKIA memory cards where the sales qty has increased the GP also has shown a considerable jump. (Customers are willing to buy branded products more if their price drops.)Oct06

Chart1

0.33333333330.5235468207

2.22.6543005181

0.04761904760.184901489

-0.5220588235-0.5315224681

0-0.8333333333

-0.6666666667-0.9444444444

-0.8-0.6421052632

11

-0.6666666667-0.8824691358

-0.3333333333-0.5

-0.8333333333-0.9166666667

-0.6666666667-0.5

0-0.3645833333

% Qty variance

% GP Variance

Products price changed

Price Change effectiveness

KPI - Index

KPI TRACKER - Category Management Accessories

KPI Map

Data Sheet

KPI Sheet

Data Analysis

Pareto Tool

Fish Bone Tool

KPI - Map


Forecast Accuracy

Product Life cycle monitoring

Top Contributors

Stock Out %

Supplier Rating

Defective Stock

Promotion effectiveness

Business Objectives

Department KPIs

Quality Policy & Quality Objectives

Driving Sales

Driving Gross Profit

Managing Inventory

Managing product Lifecycle

Channel Communication

Driving Quality


Forecast Accuracy

Product Life cycle monitoring

Top Contributors

Stock Out %

Supplier Rating

Defective Stock

Promotion effectiveness

KPI - Sheet

KPI TRACKER - Category Accessories (Retail)

01 DRIVING SALES

KPI NoMeasureQ4 BudgetQ4 ActualAED Variance% VarYTD BudgetYTD ActualAED Variance% Var

1SALES14,125,3612,832,753(11,292,608)(80)00

01 DETAILED ACTION PLAN ( HOW KPI IS ACHIEVED)

NoMetric - Linked to main KPIQ4 BudgetQ4 ActualAED VarianceActionTargetReport

1Fono Retail0

2Axiom Retail0

3One Mobile0

4Duty Free / C Stores0

1Nokia7,880,9081,810,198(6,070,710)

2Memory Products (Ex Nokia)5,172,674826,547(4,346,127)

3Multimedia950,694163,057(787,637)

4Games / TPSW121,08532,951(88,134)

NoOTHER INITIATIVESTargetWhenRemarks /comments/contingency plan if any

1

2

3

4

5

6

7

02 DRIVING GROSS PROFIT

KPI NoMeasureQ4 BudgetQ4 ActualAED Variance% VarYTD BudgetYTD ActualAED Variance% Var

2AED Net profit4,814,157929,297(3,884,860)(81)00


NoMetric - Linked to main KPIQ4 TargetQ4 ActualVarianceActionTargetReport

1Fono Retail0

2Axiom Retail0

3One Mobile0

4Duty Free / C Stores0

1Nokia2,837,127680,111(2,157,016)

2Memory Products (Ex Nokia)1,862,162228,692(1,633,470)

3Multimedia104,57618,118(86,458)

4Games / TPSW10,2922,376(7,916)


1

2

3

4

5

6

7

03 MANAGING INVENTORY

KPI NoMeasureQ4 BudgetQ4 ActualAED Variance

3Inventory


NoMetric - Linked to main KPICurrent StatusTargetWhenActionTargetReport

1

2


1

2

3

4

5

04 CHANNEL COMMUNICATION

KPI NoMeasureCurrent StatusTargetWhenProcess Owner

5



1


1

2

3

4

5

05 DRIVING QUALITY

KPI NoMeasureCurrent StatusTargetWhenProcess Owner

5



1Price Change Effectiveness Index0.580.75Oct-Dec06Perform Root Cause analysis for negative index cases0.75Cognos report generator and Price change request form

2Forecast accuracy55.5390Sept 2006NPI, Promotions, Incentives, Bundle offers and Stock Availability90Cognos report generator and Category targets

Anayze for signiicant variations using Root Cause Anaysis

3Product Life cycle monitoring100100MonthlyMonthly analysis - 100% products.100KCG Matrix

4Top Contributors100100MonthlyMonthly analysis - 100% products.100Cognos sales data analysis

5Supplier Rating

6Defective Stock

7Withdrawn Products

8Promotion effectiveness


1

2

3

4

5

mathew:There is no one target for this entry




mathew:There is no one entry for this field





Data Analysis

CAT Analysis Sheet

Trend & Root Cause Analysis

S.NoMetric

1Price Change effectiveness

2Forecast Accuracy

3Product Life cycle monitoring

4Top Contributors

5Stock Out %

6Supplier Rating

7Defective Stock


S.No1MeasurementsPrice Change effectiveness

Planned Value0.75Actual value0.58Variance (in %)-23.2

Trend Analysis

Causal AnalysisAll these price changes have ben done by the suppliers to boost sales, in cases where the sales has not increased the GP has also taken a hit, while in some cases like the NOKIA memory cards where the sales qty has increased the GP also has shown a consid

Corrective/Preventive ActionsTarget dateStatusRemarks

S.No2MeasurementsForecasting Accuracy

Planned Value90Actual value55.53Variance-38.30

Trend Analysis

Causal Analysis


S.No3MeasurementsProduct Life cycle Monitoring - Matrix

Planned Value100Actual value100Variance0

Trend Analysis

Causal Analysis


Futher analysis of DEAD Products - send instructions to LogisticsSept-06Open

Stock Planning for Cash cowsSept-06Open

RED products to be liquidated ASAPSept-06WIP

S.No4MeasurementsTop Contributors

Planned ValueActual valueVariance

Trend Analysis

Causal Analysis


S.No5Measurements% Stock outs


Trend Analysis

Causal Analysis


Samsung Car charger - contract supplier stocked out - seacrh for alternatveSept-06Open

S.No6MeasurementsSupplier Rating

Planned Value8Actual value8Variance0

Trend Analysis

Causal Analysis


S.No7MeasurementsDefective Products


Trend Analysis

Causal Analysis


S.No8MeasurementsPromotion effectivess


Trend Analysis

Causal Analysis


Data Analysis

2117404.703594911316314.74

639995.171746094400229.99

610842.120245619153743.76

989007.021125034634234

1094420.33853858370405.33

947818.229679633611527.16

172931.11366058798002

122704.29445267557473

41360.998130115198647

Forecast

Actual

Products/Outlets

In Dhs

Forecast Accuracy

Data Sheet

-37.8335781646

-37.4635922787

-74.8308515565

-35.8716382743

-66.1551127152

-35.480544597

-43.328879387

-53.161378535

138.502464785

Variance

Pareto Tool

0.33333333330.5235468207

2.22.6543005181

0.04761904760.184901489

-0.5220588235-0.5315224681

0-0.8333333333

-0.6666666667-0.9444444444

-0.8-0.6421052632

11

-0.6666666667-0.8824691358

-0.3333333333-0.5

-0.8333333333-0.9166666667

-0.6666666667-0.5

0-0.3645833333

% Qty variance

% GP Variance

Products price changed


Fish Bone Tool

24355

4674

2570

315

737

GP by Category - Accessories

1

1

3

3

1

9

5

3

16

2

4

1

2

3

3

4

&A

Page &P

Oct 2006

Brands

Units

Defective

CAT Data sheet

S.NoMetric


1aProduct/Price Volatility

2Forecasting Accuracy

2aBrands

2bCategories

2cCentres

2dOutlet

3Product Life cycle monitoring

4Top Contributors

5Stock Out %

6Supplier Rating

7Defective Stock

8Withdrawn Products



MetricPrice change effectivenessClick Here for Trend AnalysisGreater than 1Runaway Success

ScopeEffectiveness of price changes on Sales and GP for self initated price changesBetween 0-1Moderate Success

Less than = 0Analyze

ProductCodePrice changedQty SOLD% VarianceGP Value% VarianceEffectiveness

FromToPrevious MthCurrent mthQTYPrevous MthCurrent MthGP ValueIndex

NOKIA 1GB MMC MOBILE CARD MU13ALNKMU133492756833.33%696.061060.4852.35%0.45

NOKIA MINISD CARD 256 MB MU18ALNKMU18125100516220.00%241.25881.6265.43%2.47

NOKIA MINISD CARD 512 MB MU23ALNKMU2319517521224.76%1537.91822.2618.49%0.13

NOKIA BLUETOOTH HEADSET BH700, BLACK,W AC-3EALNKBH700BKAC3E29527513665-52.21%119285588-53.15%(0.53)

GEAR 4 LEATHER JACKET FOR NANO H

management review meeting date : 08-nov-06. agenda mrm – introduction iqa analysis customer...

Documents

management review meetingdate

review inputthe input

review outputthe output

quality policy

axiom uaeaudit coverage

preventive actionsfollow

organizational measures

resource needsiqa