Transforming Services through Digitalization SOP

Transforming Services through Digitalization

Emergency SOPs

• Emergency SOPs include power outages, scheduled power disruptions, medical issues, or any incident requiring immediate attention

Crafting of SOP

• SOPs should be consulted with the CTO for approval
• New SOPs should follow the format and standards of current SOPs
• Created SOP slides should be inserted within the A2K Group SOPs PowerPoint
• New SOPs will be oriented to staff within the office for questions and clarifications

Office Decorum

• Always wear IDs and uniforms inside the office
• Be on time and respect one another
• No napping inside the office unless feeling unwell (with permission)
• Penalties for napping:
  • 1st offence: Verbal warning
  • 2nd offence: Warning letter (forfeits promotion, year-end bonus, and salary increment)
  • 3rd offence: Dismissal

Online Communication

• Every staff is required to have a Teams account and WhatsApp
• Be online on Teams during office hours, including staff working from home
• Teams is the official medium for formal announcements and tasks
• WhatsApp is used for announcements, tasks, and informal communication

Vehicle Log Book

• A2K Group Log Book Template (Vehicle) is printed every week by the operations-in-charge and kept in the vehicle
• Driver and passenger fill out the log book template, including date, journey start and destination, odometer reading, reason for trip, and signatures
• DDO fills out the soft copy of the log book template within the Tech Ops Folder
• No missing gaps between trips are allowed

Day Offs and Leaves

• Application for leave and day off is through the HR Group email address with a CC to the CTO
• Application includes the person/s covering work and details of work for follow-up from executives
• Once leave/day off is approved, employees must check in via the MS Teams App and schedule the leave dates on their MS Teams Calendar
• Employees are required to notify everyone of their leave by updating their MS Teams calendar and sending out an email notification via @All in A2K Group

Work from Home

• WFH schedules are determined by immediate superiors and approved by the CTO
• WFH schedules are forwarded to the HR Director for notice and scheduled on MS Teams Calendar
• For interns, unscheduled WFH is approved by immediate superiors
• Immediate superiors email the HR Group for notice with a CC to the CTO
• Switching WFH schedules is permitted for TAs and above, and they should be scheduled in Teams along with notification to the DDO if they are not scheduled as the DDO

Early Dismissal

• Early dismissal is coordinated by the DDO to an Executive
• The technical executive assistant coordinates with the rest of the TAs/interns/OJTs/Staff to ensure tasks are satisfactorily completed
• DDO informs the CTO
• CTO may provide further instructions on any specific tasks before proceeding with dismissal
• DDO informs the rest and initiates closing of the logbook

Internet Disruption

• Scheduled and unscheduled internet disruptions include loss of connection
• Operations in charge access the PLDT official Facebook page and look for network advisories
• Check with the provider to determine when internet connectivity will return
• If the internet connectivity disruption lasts for more than 4 hours, inform the COO, CTO, CFO, and HR Director for further instruction
• No one can self-declare WFH without permission

WFH Arrangement

• Full-time employees/full-time interns sign out laptops before WFH
• Part-time interns work on their personal laptops
• Before WFH, respective Leads ensure all appliances and equipment in the office are turned off
• All messages, work-related information, and documents need to be communicated via an official email address, Teams, and OneDrive

Water Supply

• In case of a loss of water supply, the DDO informs the Officer-in-Charge to check on the office building's owner for any maintenance
• Water Supply Valves Location:
  • First Valve connects to the Restroom near the Lounge
  • Second Valve connects to the Kitchen
  • Third Valve connects to the Restroom near the Makerlab

Medical Attention

• Handling injuries:
  • Stay calm and assess the severity of the injury
  • Give first aid right away:
    • For minor injuries: clean the wound, apply pressure to stop bleeding, and cover it
    • For major or critical injuries: immediately contact emergency services and provide relevant information
• Inform the COO in case of major or critical injuries
• Seek follow-up care:
  • After administering first aid, ensure the injured person receives appropriate follow-up care
  • Accompany them to the hospital or arrange for transportation if necessary

Emergency Contact

• Evacuation Route & Emergency Contacts:
  • Medical Evacuation Route/s
  • Bacolor Authorities: Police Assistance Center, MDRMMO, Bacolor Fire Station, and Hospital
  • Executive Members via WhatsApp

IT Equipment & Admin Support

• Resource Handover Form request:

  • Requester emails resources in-charge using [email protected]
  • Receive handover form from Technical Assistant (TA)
  • Request approval from Chief Operation Officer (COO) or Executive equivalent
  • Ensure signature is provided by TA

• Admin Documents and Templates:

  • Resource Handover Forms
  • Online Course Request Form
  • Innovation Funding Form
  • PENPIC: Performance Justification Form
  • Work Handover Form

• Securing items:

  • Laptops: designated storage area is the White Metal Cabinet #2 located in the Training Hub Area
  • Headphones: designated storage area is the White Metal Cabinet #2 located in the Training Hub Area
  • Mouse: designated storage area is the Beige Cabinet #1 located in the Makerlab Area### Online Course Request

• The staff completes the "Online Course Request Form" with details such as name, employment nature, course title, duration, completion date, and objective.

• The form is submitted to the Training Lead along with the course URL.

• The Training Lead reviews the request to ensure it aligns with organizational objectives and checks if the course has already been purchased.

• If approved, the request is forwarded to the CTO for further review and evaluation.

• The CTO authorizes the Training Lead to purchase the course if it meets the necessary criteria.

• The Training Lead purchases the course using the company card, depending on the employee type (full-time, part-time, or beneficial for all).

OJT Applicants

• Interested external applicants or endorsed applicants submit a CV with a photo via email.
• Leads screen candidates, and suitable ones are scheduled for an interview with the CTO and leads/experts.
• The technical group conducts the first interview stage, and successful candidates are requested to submit additional documents.
• The HR group schedules an interview for those who pass the technical board, and successful candidates are emailed.
• An endorsement letter is requested from successful candidates if they don't have one.

Keys Management

• There are 13 key numbers mapped out onto the office layout.
• Each key number corresponds to a specific location or door in the office.
• Primary and reserve key holders are designated, and they sign in and out the keys daily.
• The primary key holder opens the tech main door and accesses the main key box.
• The primary key holder surrenders the key and closes the key logbook at the end of office hours.

Duty Day Officer (DDO)

• The DDO is responsible for filling out templates before opening the office, including checking internet connection and power availability.
• The DDO reports any incidents, such as power interruptions or internet disconnections, to the COO.
• The DDO signs in and out keys from staff/interns/OJTs and tracks attendance.
• The DDO is in charge of food coordination and issuing laptops.
• The DDO closes the key logbook and fills out the closing office template.
• The DDO shares the Day Duty Officer Roster for the next week.

Student Laptop Accountability

• The driver checks laptops for operability and damage at the pickup point.
• The teacher and facilitators check laptops before and after class sessions.
• Facilitators monitor students while using laptops.
• A2K is not responsible for laptop damages.

OJT Attendance Taking

• OJTs use the company phone's Attendance Management App to log in and out by scanning their QR code.
• In case of power or internet interruption, OJTs use the company logbook.
• The attendance-in-charge is responsible for logging in and logging out OJTs.

GitHub Project Management

• OJTs have a GitHub account with a specific username format (e.g., NameA2K).
• OJT leads create repositories for each project, and OJTs are included in the GitHub OJT Organization.### OJT Repositories
• OJT repositories should follow the naming format: Project-Name-A2K
• Repositories serve as storage for codes submitted by OJTs as proof of work

OJT Leads and Assistant

• OJT Leads and assistant provide tasks to OJTs using GitHub
• OJTs update issue status in the GitHub OJT Organization
• Coding updates should be uploaded to the relevant project repository to reflect issue status

Purchase Order Requisition

• Requester fills out a standardized request form
• Completed request form is submitted to the Executive Assistant to the CTO for review
• If approved, the request is signed and scanned for further processing
• Scanned request form is routed back to procurement for continuation of the procurement process

Posters Printing

• Posters for projects are created by the lead project developer
• Created posters are forwarded to "Powerscan Computer System & General Merchandise" for printing
• Lead time for printing is 1 day
• OIC coordinates for the pick-up of the poster

Contracts

• HR Assistant forwards contract templates to the CTO or COO's and CTO's executive assistants
• CTO/Executive Assistants determine employee's duties and responsibilities
• HR Assistant validates contract and sends it to the HR Director for final checking and amendments
• HR Director reviews, amends, and sends contract back to the HR Assistant
• HR Assistant sends contract to the employee via electronic mail
• If no amendments, HR Assistant prints the contract for signing

Naming Conventions

• OJTs/Summer Interns: Students doing their OJT, including those under the Summer Internship Program
• Technical Assistant: Students who graduated from the OJT program and have been offered a Full/Part-Time Internship Program or Internship to Career Program
• Associate Developers/Engineers: Selected TAs who have shown sufficient competency/outstanding performance for at least 3-4 months
• Senior Associate Developers/Engineers: Any associate who is holding concurrent lead appointments
• Lead Developer/Engineer: Any developer/engineer who is on full-time employment and concurrently leading a department