Standard Operating Procedure of Sales (Steel Business) PDF

Standard Operating. es Version 00 os Procedure of Sales rp...

Standard Operating. es Version 00 os Procedure of Sales rp pu (Steel Business) g in nc re fe re ny ra fo PART 1 py co n ed ig s Effective Date: 27th May 2024 he et us y dl in K  SOP for Steel Business has been formulated. In the first phase SOP has been developed for processes which are directly link to automation development and in the 2nd phase those SOP will be prepared which are not directly link to automation and which are associated process for sales. Primarily the core team for SOP development sat with RSI, ZSH and concern sales persons & concern accounts persons and prepared the draft SOPs. Then the core team submitted those SOPs to HOS, HKAM and HOSM for their review and validation. The SOP has been finalized after approval by the COO and DMD and submitted to the Honorable Managing Director for his final approval. A Sales manual will be developed on the basis of approved SOP of sales.. es SOP Proposed by: os Name Designation Signature rp Arif Mohammad Mohiuddin Deputy Manager Sales Operations pu Deputy Manager Process Tahsin Ahmad Chowdhoury Excellence g in Md. Saleh Imon Senior Manager Sales nc Senior Manager Trade/Channel Runi Rahman re Development & Sales Strategy fe Reviewed By: Name Designation re Signature ny Assistant General Manager Key Md. Abul Hasnat Account Management ra Muhammed Mehdi Hasan Assistant General Manager Sales Chowdhury fo Zahed Chowdhury Assistant General Manager Sales py co Approved By: ed Name Designation Signature Deputy General Manager Sales & n Mohammad Imtiaz Uddin Chowdhury Marketing ig Assistant General Manager s Mohammed Reazul Kabir Internal Audit he General Manager Finance & Shekhar Ranjan Kar et Accounts and Company Secretary us Hasan Zafar Chowdhury Chief Operating Officer Steels y Tapan Sengupta Deputy Managing Director dl in Aameir Alihussain Managing Director K **This contents cover the Part 1 which are directly link to the automation process. Page 1 of 54  Contents 1. B2C Trial Dealers/Traders Approval and Code Creation........................................................................................... 3 2. B2C Dealers Agreement and Customer Status Change in the system...................................................................... 4 3. B2B Customer Approval and Code Creation............................................................................................................. 5 4. B2B and B2C Master Data Change............................................................................................................................ 7 5. B2C Delivery Address amendment process.............................................................................................................. 8 6. Customer visit for IHB-B2C........................................................................................................................................ 9. es 7. Customer visit for B2B............................................................................................................................................ 10 os 8. Customer visit for KAM............................................................................................................................................... 11 rp 9.1 B2C Order Processing.......................................................................................................................................... 12 pu 9.2 B2B Order Processing................................................................................................................................................ 13 9.3 Pre-Approval Form.................................................................................................................................................... 14 g in 9.4 Mandatory information for PO................................................................................................................................. 15 nc 10.1 SO Amendment B2C................................................................................................................................................ 16 re 10.2 SO Amendment B2B/KAM...................................................................................................................................... 17 fe 11.1 Credit Hold Release Approval Hierarchy (Credit Customer Only)........................................................................... 18 12. re MR-SO Tagging.................................................................................................................................................... 20 ny 13. Credit Sales.......................................................................................................................................................... 21 ra 14.1 MR Application Credit............................................................................................................................................. 28 14.2 MR Application Advance......................................................................................................................................... 29 fo 15 MR Amendment......................................................................................................................................................... 30 py 16 Delivery Queue Management.................................................................................................................................... 31 co 17. Flow of Balance Confirmation & Sending Statement of Transaction....................................................................... 32 18 Process flow to send Dealer’s Performance Letter.................................................................................................... 35 ed 19 Flow-Chart for Proposed Ticketing System for Centura Products............................................................................. 36 n ig 19.1 Flow-Chart for Proposed Ticketing System for FastBuild Products........................................................................ 37 s 20 Flow-Chart for Ticketing System for Customized Diameter and length (CTL) Rebar................................................. 38 he 21 Return Material Approval Process............................................................................................................................. 39 et 22. Price List Management............................................................................................................................................. 40 us 23 Incentives & Schemes for B2C Customer................................................................................................................... 41 24. Process of Loyal Dealership...................................................................................................................................... 43 y dl 25. Release Process......................................................................................................................................................... 44 in 26 Target Setting............................................................................................................................................................. 45 K 27. Credit Limit Set & amend.......................................................................................................................................... 46 28. SO Unlocking Process................................................................................................................................................ 50 29. Donation/Sample...................................................................................................................................................... 51 30. Process flow for any money receipt creation date is more than 90 days................................................................. 52 31. Customer’s Complaint Handling Guidelines............................................................................................................. 53 32. Approval Hierarchy................................................................................................................................................... 54 Page 2 of 54  1. B2C Trial Dealers/Traders Approval and Code Creation Request by Sales Person with Required documents *Check Duplicity  CCRF  Trial Dealer Opening Form  Trade License, NID of Owner, Owner photograph . After checking all BIN es documents sub-area  Tax Identification Number (TIN) os will recommend  Proof of submission of Tax Return (updated). (where sub-area is  Contact Information(Specimen signature of rp applicable) owner, address of the shop , Authorized Email, pu Mobile no etc.) No  Bank Accounts details(Name, Branch, A/C no. A/C After checking all name, Routing No etc.) g documents and shop  Shop visit report. (RSI will visit and submit in visit RSI will recommend report) nc  Mobile No, Email (if any) and specimen signature of contact person (other than owner). re TCD-SS Team will review  Justification as per format. fe and verify all documents  Present & Permanent address (with verified re document) of the owner. and Prepare the Appointment Approval Letter, if all docs and ny Criteria are Ok. ra TCD-SS ensure prevention of double code and double Yes customer creation fo No (Code Duplication Criteria IT will ensure code is not Annex. attached) After signing the trial duplicate as per annex, create py dealer opening form, customer code and Notify the TCD-SS Team will raise Customer through Email and Ticket for customer co SMS. Sales Person, RSI, ZSH, Approval will be code creation with HOS and TCD will get Email signed by ZSH approval of Sub- Notification ed Function (TCD-SS). In the system trial dealer A congratulation letter should be identified n mentioning benefits ig terms & condition by TCD s The Original Approved Copy (as per he check list) will be preserved at the Corporate office under Trade et Total Process Should be Completed by 10 working days Channel Department. A photocopy and working doc. (as per check list) us 1. There will be a full audit log in ERP for a will be kept at Regional Office. The customer, when customer class has been changed. duplicate copy will be provided to y Concerned dealer. dl in ***There should be a system so that we can separate the customer of Steels business K Page 3 of 54  2. B2C Dealers Agreement and Customer Status Change in the system  Code Creation Request Form (CCRF)  Dealership Opening Form  Customer Application on Business Letter head pad.  Trade License, NID of Owner, Owner Passport Photographs-2 copies Request by Sales Person  BIN. with Required documents  Tax Identification Number (TIN) es  Proof of submission of Tax Return.  Contact Information(Specimen signature of Contact Person/owner, os address of the shop , Authorized Email, Mobile no etc) After checking all documents  Spouse/Nominee contact details (NID, Relationship, specimen rp Sub-Area will recommend signature, photograph, contact information-Mobile, Email etc). (if Applicable)  Bank Accounts details(Name, Branch, A/C No.A/C name, Routing No pu etc)  Bank Solvency certificate  6 Months Bank Statement g After checking all documents No  Mobile No, Email (if any) and specimen signature of contact person in and shop visit RSI will (other than owner). recommend  nc Updated shop agreement photocopy for rented shop. In case of owner of the shop, ownership document-photocopy.  re Picture of the shop ZSH will approve  fe In case of rented shop, NOC from the owner of the shop on 300 Tk. after checking all Stamp papers. documents   re Signboard security money receipt of Tk.50, 000/-. Shop visit report by respective RSI with signature & seal. ny  Credit appraisal form (If Applicable). TCD-SS Team will review  Security cheque/BG copy for respective credit amount (If Applicable). ra and verify all documents and Prepare the  Agreement in 2 copies of Non-Judicial Stamp papers of Tk. 300/-  Dealership Justification form and performance details. fo Agreement, if all docs are  Present & Permanent address (with verified document) of the owner. Ok. py TCD-SS ensure prevention of double code and double co Yes customer creation No (Code Duplication Criteria IT will ensure code is not Annex. attached) duplicate as per annex, ed change customer status in After signing the system and Notify the agreement TCD-SS n after reviewed by Customer through Email Team will raise Ticket ig HOS, and SMS. Sales Person, RSI, for customer status Final Approval will ZSH, HOS and TCD will get s change be given by HOSM Email Notification A congratulation he In the system trail dealer letter mentioning should be identified benefits terms & et condition by TCD us y Total Process Should be Completed by 15 working days The Original Approved Copy (as per dl check list) will be preserved at the in Corporate office under Trade Channel Department. A photocopy K and working doc. (as per check list) ***There should be a system so that we can separate the customer of Steels will be kept at Regional Office. The business duplicate copy will be provided to Hard Copy Agreement will be signed by Chief Operating Officer , Concerned dealer. Page 4 of 54  3. B2B Customer Approval and Code Creation Request by Sales Person with Required documents with Signed Agreement (if agreement applicable). es After checking all documents Sub- os Area will recommend (if Applicable) rp pu After checking all documents No and office/site visit RSI will g recommend in nc ZSH will approve re after checking all fe documents re ny If agreement format given ra by customer and which is Yes not matched with our format. fo py Any agreement to be made No No without following BSRM Yes co Standard format to be vetted by Legal ed Agreement/confirmation will After signing agreement/ IT will Notify the Customer be signed by HOS/HKAM confirmation TCD &SS n through Email and SMS. Sales (upto 1 crore customer- Team will check the ig Person, RSI, ZSH, HOS, Area wise) above 1 crore HOSM agreement, raise Ticket for Sales Support and TCD-SS will s In case of any exception customer code creation. By get Email Notification. COO/DMD will Approve 4 working hours he If any discrepancy et In-case of any discrepancy The Original Approved Copy (as per us HOSM will review again check list) will be preserved at the Corporate office under Trade Channel Department. A photocopy y **Exception of credit agreement: without BG & LC and PDC above and working doc. (as per check list) dl 50 Lac will be kept at Regional Office. The duplicate copy will be provided to in **If any customer has more than one project or sister concern Concerned dealer. than parent child code system will be applicable. K HOS/HKAM will confirm the above and TCD-SS will be checked ***There should be a system so that we can separate the customer of Steels business Page 5 of 54  K in dl y us Required Documents: et he sig ned co py fo Page 6 of 54 ra ny re fe re nc in g pu rp os es.  4. B2B and B2C Master Data Change. es os rp pu g in nc re fe re ny ra fo py co n ed ig Note: s In case of B2B, No delivery will be permitted if the address he has not been recorded in the Master Data. et us y dl in K Page 7 of 54  5. B2C Delivery Address amendment process SO with different Address/ different delivery address for existing SO: In Address entry form there must some drop down such as Request from Dealers through Apps region name, district, Thana rest or written in Letter Head Pad / cash will be free text memo signed by authorized ** Default region name will be as. same as master data of the es customer and if any one selected os NO specific region, then only Received by Sales Person and selected district & thana name of rp after necessary checking If address is not within his region that specific region & district forward to RSI accordingly will be shown in pu dropdown list. g If within same region ** if region will be different but in within a HOS jurisdiction then Notification will be approval need to take from nc sent to ZSH and HOS concern HOS through ticketing system. If region will be under re Approved by RSI different HOS then HOSM fe approval required. re ny Yes ra fo py All delivery addresses will Sales Operations will be preserved in Data base co start DO processing of ERP n ed s ig he et us y dl in K Page 8 of 54  6. Customer visit for IHB-B2C B2C IHB & Project Dealers/ Traders. es os Sale person will visit all new rp projects under his territory Sales Person will visit as per Format given by pu HOS2 Dealer & Trader Shop under his territory g He will prepare a database with the in followings (in the system) Project information: Name, owners, nc Stock monitoring, price and purpose, site address, projected offer, collection of sales cost, type, contractors & engineers re proceeds, BSRM Brandings, details, contact address , key discussion about products and fe persons , project size, estimated category wise MS products to be features, meet and greet with re used, project duration. the end users, accounts/ledger checking, reconciliation, documentation, BG updates ny ra Meeting with Owner/ key persons, Engineers and fo contractors py Dealer follow up at least once in a 15 days and maintain a follow-up co log sheet (in the system if possible Order Received later in-charge, ZSH & HOS can review the log sheet) n ed s ig Yes No he et us Follow up visit Follow up visit by once in a two once in a month, y months if feasible. maintain a follow-up log sheet (in the system if possible later dl sub-area sales, in-charge, ZSH & HOS can review the log sheet) in K Hierarchy will be followed: Support Sales Sub-area RSI/KAM BD ZSH HOS/HKAM HOSM Page 9 of 54  7. Customer visit for B2B B2B B2B-Corporate/ B2B-( Export, Industry, IHB) Developer. es Sales person will visit all  Sales person will visit the main office located in his territory but construction os new projects under his sites are located in other Territory of all Sales person will visit all territory developers. rp new projects under his territory pu He will prepare a database with the He will prepare a database with the followings followings (in the system) (in the system) Project information: Project Name, All Project information: Project Name, owner s g owner s name, objective of the project, name, objective of the project, site address, He will prepare a database with the in site address, projected cost, Project projected cost, project type, contractors & followings (in the system) type, contractors & engineers details, engineers details, contact address , key Project information: Project Name, nc contact address , key persons , project persons , project size, estimated category wise owner s name, objective of the project, size, estimated category wise MS MS products to be used, project duration. site address, projected cost, Project type, re contractors & engineers details, contact products to be used, project duration. address , key persons , project size, fe Meeting with Project estimated category wise MS products to Meeting with Project Manager/ key persons, re be used, project duration. Manager/ key persons, Procurement, Engineers and Procurement, Engineers and contractors ny Meeting with Owner/ key contractors persons, Project Manager, ra Procurement Manager, Requesting to assign the Engineers and contractors project to the region where main office is located Order Received fo py Order Received co Yes by No by HOSM HOSM n ed ig No The RSI at the All information Yes No will be sent to Yes respective region of s the construction site RSI (Where the will update the site is located) he assigned RSI on cc to: ZSH and monthly basis. HOS. et Follow up visit by Follow up visit Follow up visit by Follow up visit once in a month, once in a two once in a month, if feasible. months if feasible. us once in a two months Order Received y no dl in Follow up visit Follow up visit by K once in a two yes once in a month, months if feasible. ** maintain a follow-up log sheet (in the system if possible later sub-area, in-charge, ZSH & HOS can review the log sheet) Hierarchy will be followed: Support Sales sub-area RSI/KAM BD ZSH HOS/HKAM HOSM Page 10 of 54  8. Customer visit for KAM KAM Sales Person will visit. es Public Project Visit Authority Visit os rp pu Sales person will visit all All Authority Visit under his new projects under his jurisdication territory g in He will prepare a database with the followings nc (in the system) He will prepare a database with the All Project information: Name, owners, purpose, re followings (in the system) site address, projected cost, type, contractors & Project information: Name, Project Authority, engineers details, contact address , key persons fe purpose, site address, projected cost, type, , project size, estimated category wise MS contractors & engineers details, contact products to be used, project duration. re address , key persons , project size, estimated category wise MS products to be used, project duration. ny Meeting with Project Director/ key persons, Procurement, Engineers and ra Meeting with Project Authority/ key persons, Project Manager, contractors Procurement Manager, fo Engineers and contractors py If expected Annual If expected Annual HOSM (through HKAM) No NO consumption of MS consumption of MS will assign KAM or B2B products is more than co products is more than 3000 M. Ton per annum 3000 M. Ton per annum KAM ed Yes Yes n All information Order Received will be sent to B2B ig Order Received HOS from HKAM No Yes s he Will follow B2B Follow up visit Follow up visit by et Yes No process once in a two once in a month, if months feasible. us y Follow up visit Follow up visit by once in a two once in a month, if dl months feasible. in K maintain a follow-up log sheet (in the system, if possible. Later in-charge, ZSH & HOS can review the log sheet) Hierarchy will be followed: Support Sales RSI/KAM BD ZSH HOS/HKAM HOSM Page 11 of 54  9.1 B2C Order Processing Updating price offer to the Dealers verbally Direct Sales IHB through Dealers Customer Order Submitted through Customer Portal Directly 1. SKU 2. Quantity. es 3. Site Address 4. Co-Load or Not (Not mandatory) os 5. Labor Require for Unloading or Not. Dealer 6. Vehicle Mode (Not mandatory) 7. C&F or Ex-Mill rp 8. Receiving Contact Number OR Dealer submit a written requirement mentioning above points pu in his/her letter head / cash memo with authorized signature. Then sales person will raise in apps & upload the letter g Sales Persons convert the order to the sales portal or directly input in the order to the sales portal in that case Purchase order required with authorize person sign & in letter head pad. (PO must contain nc the above 8 points and 9. Payment Term re 10. Shipping Note 11. All control points directly from the Master Data (unchangeable) fe 12. Site Distance from Dealer shop 13. Summary of Payment Performance of last six month in brief (Automatically from CHR) 14. Warehouse/sub-inventory selection re ny 15. Price list automatically selected ra When Sales persons finally submit the SO then Draft SO has to be notified to Dealers fo (incase of amendment, amendment points At the time of Monthly to be highlighted) Balance Confirmation an py acknowledgement need to be taken from the Dealer. co System will check whether Sub-area & the order is in line with RSI will NO the policy and match with ed Check vehicle load quantity n Yes ig Yes ZSH s Support, Sales- he Yes Support will check HOS and approved et Yes Yes Notification us No Yes No 1. Customer HOSM 2. Sub-Area y Area, Sales 3. Regional In-Charge Support 4. Support Sales dl 5. ZSH in Yes Order Booked and price K will be as per booked Order day s price list Canceled **No discount will be allowed other than approved offers. ** If Delivery address is not in any RSI s area then approval required HOS. If not in HOS Note: Any kind of Subsidy HOSM approval Required (Freight cost and Unloading labor) *** SO submission date will be the SO booking date (this date fixed by the system) *** SO submission date will be considered for all rates & benefits. Page 12 of 54  9.2 B2B Order Processing Requirement received Without from customer by sales Discount End User With person Discount Other than EU Sales Person will fill up pre- Sales Person will approval form fill up pre- NID Photocopy and a written approval form Receive Purchase customer requirement with Order by sales delivery address and SKU wise quantity, Mobile No. & e-mail person by same day (if any), Sign similar to NID,. Sub-Ares & RSI / collect from the customer by es KAM BD Yes Sales Person & Submit the order in the system and os upload the written request. (In case of any exception ZSH approval required) rp ZSH - Sales Sub-area & RSI will check & pu Yes approve HOS/HKAM g No Yes in If any exception In case of discount, Yes in documentation, upto COO discount matrix will be followed approva l will be required No nc HOSM re Yes Support, Sales- Operation will COO check and fe approved Yes DMD Hierarchy Matrix re Yes ny HOS (Final go ahead Can only reduce the discount and forward Area Sales-Operation for Booking. If PO not ava ila ble ZSH/ will check and approve ra HKAM will select option to g et the PO by next Banking day till then order will be the SO within same day. booked but locked if PO collected by next banking day then SO unlick or cancel For further extension (Ma x 5 Can be exception fo baki ng days) upto HOS Approva l with approval of required. Notification to H OSM ZSH/HKAM (through Yes RSI) if PO submitted by next Work ing Day py Sales person will obtain Approva l Copy will Purchase Order after send to H OS Order final approval as per For further extension Booked (Ma x 5 baki ng days) Hierarchy co upto HOS Approva l required. Notification Yes to HOSM SO Confirmation RSI will review from customer ed and forward the No Purchase Order Notification n for initiation 1. Customer ig Yes 2. Regional In-Charge & Sub-area Support, Sales-Operation will s 3. Support Sales check and forward the Sales Yes 4. ZHS Order (SO) for approval. PO he upload mandatory In this stage sub-inventory, SKU & Size can be changed. et Order Cancel But total SO value cannot be changed us Yes y Area Sales-Operation will check and approve the SO dl within same day. in Yes K Notification Order 1. Customer Booked 2. Sales In-Charge & Sub-Area 3. Support Sales 4. ZSH SO Confirmation 5. HOS/HKAM from customer Note: Any kind of Subsidy HOSM approval Required (Freight cost and Unloading labor) ** Proposed total process to be done through system ** Reminder for pending approval need to set in the system ** SO submission date will be the SO booking date (this date fixed by the system) ** SO submission date will be considered for all rates & benefits. ** Discount Hierarchy Matrix will be declared in every month approved by MD Page 13 of 54  9.3 Pre-Approval Form 1. Customer Name From Master Data 2. Customer Code Auto 3. Project Name Drop Down (Source customer visit B2B) From Master Data / Drop down up to Union/Ward ** if address not under his/her area but within HOS 4. Delivery Address area then HOS approval if outside of HOS area. es then HOSM approval required os 5. Total Requirement Auto (Source customer visit B2B) Auto (Formula= Total quantity – Ordered quantity rp 6. Remaining quantity – other company quantity) pu 7. Present Requirement for this SO Drop Down SKU (quantity should be numerical) 8. Payment Term Auto/immediate (From master data) g 9. Credit Agreement Auto (From master data) in 10. Present Outstanding Auto (Ledger balance) nc 11. Overaged Auto (AR Module) In Days (order will valid till then) ** validity re 12. Lifting Period matrix needs to be prepared fe Table of Company Name (Listed) and price 13. Competitor offer numerical 14. TDS Yes/No re ny 15. Previous purchase record BSRM Last one year lifting quantity (Auto) Previous Purchase record from other Table of Company Name (Listed) and quantity ra 16. company numerical 17. Discount per MT Numerical fo Drop Down (Default from master data but can 18. USD/BDT py change) 19. Credit Days Auto (Master Data) co Transport Cost: Free/less quantity Unloading Labor Charge: Free ed 20. Subsidies Packing Material Charges: Free Service Charge: Free n ig ** by default all charges included 21. Any Other Information Free Text s he et Lifting Period Approval Matrix Lifting Period from SO booking Date Approval (upto) us 11-15 days (B2C) HOS 16-30 days HOSM y 31-90 days COO dl Above 90 days DMD in K **Default B2C SO Validity 10 days and B2B/KAM 15 days Page 14 of 54  9.4 Mandatory information for PO 1. Company name (BSRM Ltd. / BSRM Steels Limited) 2. Date 3. Quantity of each size of products and its Grade. (Exception can be allowed with respective sub- function approval, only same rate product change but total PO value should be unchanged. Later. before delivery preferred revised PO, at least an email has to send to authorized email address from es concern sales person copy to respective area, sub-function, function (HOS), area Sales Operation & os concern sales Operation). rp 4. Rate clearly mentioned. 5. Delivery address clearly mentioned. pu 6. Freight term. 7. Terms of Payment. g in 8. Name & Designation of the Authorized signatory of the customer & his signature. 9. PO will be verified by concern sales person followed and upload the PO against SO in the system. nc 10. In case of B2B customer PO must be in authorized Letter Head Pad (if not system generated), B2C customer re authorized Letter Head Pad or Money Receipt, for individual customer if letter head pad not available HOS fe approval required to proceed the PO re Note: If any above mentioned point is missing in a PO, order can be booked upon ZSH/HKAM approval provided revised PO is submitted by next working day. ny ra fo py co n ed s ig he et us y dl in K Page 15 of 54  10.1 SO Amendment B2C SO Amendment B2C 1. Amendment Request directly through apps by Request from Customer Portal/ customer or Sales Portal with dealer written 2. written request in cash request memo or letter head pad.. es Then Sales person will raise in app & upload the os application or SKU change with same rate, Amended by Sales rp 3. Sales officer raised in same quantity and Legal Operation Yes apps send for customer Entity change other Will not for CHR pu acceptance information remaining same approval again 4. sales person will raise g No request directly through in System Will Check apps incase of Sub- nc 1. SKU change with diff. rate inventory, SKU & Size only 2. Quantity Change re for regular product Approved Sub-Area & 3. SO Value change yes change RSI notification to ZSH fe 4. Address Change 5. Sub-Inventory Change 6. Contact Number Change (ifre Yes ny not from master data) ra No Amended by fo Sales Operation System will check py 1. Freight Term (upto HOS) 2. Unloading Labor co 3. Any subsidy n ed ig Yes s he Approval HOSM et us Notification y 1. Customer dl Amended by 2. Sales In-Charge & in Sales Operation Sub-Area 3. Support Sales K 4. ZSH **In-Case of any amendment Rate Change is not allowed ** If any financial impact is there then only CHR re-approval required otherwise not Page 16 of 54  10.2 SO Amendment B2B/KAM 1. A amendment request SO Amendment B2B/KAM in written in his letter head pad with authorized signature. The sales person will raised the Request from Customer Portal/ amendment in apps and Sales Portal with revised PO from upload the amendment the customer. request. Or from es authorized e-mail address os 2. Customer directly SKU change with same rate, Amended by Sales request through apps same quantity and Legal Operation rp Yes Entity change other Will not for CHR pu information remaining same approval again g No in nc If System Will Check 6. Any subsidy re 1. SKU change with diff. rate 7. Sub-Inventory Change (Upto fe 2. Quantity Change HOS) 3. SO Value change 4. Freight Term re 8. Delivery address change (Only from Master Data) (Upto ZSH) ny 5. Unloading Labor 9. Contact number change (only from Master Data)(upto ZSH) ra Yes fo py co Approval as per SO hirarchy HOSM n ed Yes s ig he Amended by et Sales Operation Notification 1. Customer us 2. Sales In-Charge & Sub-area y 3. Support Sales dl 4. ZSH / KAM BD in K **In-Case of any amendment Rate Change is not allowed **in-case of B2B if total SO value change then discount hierarchy matrix should be followed ** If any financial impact is there then only CHR re-approval required otherwise not Page 17 of 54  11.1 Credit Hold Release Approval Hierarchy (Credit Customer Only) Order Rejection Release Respective CFO from all level will get result to No notifications Release. Exceed Credit Yes Review by es Order Yes Yes Yes Yes No Limit or Over B2B & B2C In-Charge Released os Credit Days Yes rp Yes Yes KAM pu Within Credit Limit Amount but credit ZSH / KAM BD Yes Yes days over upto 30 g days