HOKISHOP - Standard Operating Procedure - DRAFT 1

Standard Operating Procedure Draft 1
[Standard Operating
Procedure]
S.O.P – Hokishop.co.id
Research & Development Department
12/23/2015
[Draft # 1 of the Standard Operating Procedure report. The outline of how every process is run in the
Hokishop.co.id division of PT. BERSAMA USAHA SUKSES. Included; details of online store, staff list and
requirements(wages),SOP,futurestepsto betaken,and possiblemarketing plans.]

Hokishop.co.id Draft 1
StandardOperatingProcedure
1
PT. BERSAMA USAHA SUKSES
Research& DevelopmentDepartment
Contents
Title Page …………………………………………………………………………………………0
a. Abstract
Contents …………………………………………………………………………………………..1
Hokishop ………………………………………………………………………………………….2
1. Conceptual Inspiration & Purpose
2. Aesthetic Design
3. Target Market
4. Vision & Mission
5. Details
 Web Developer
 Payment Gateway
Staff ……………………………………………………………………………………………….5
a. Requirements
 Positions
i. Job description
ii. Responsibilities
Standard Operating Procedure ……………………………………………………………………7
a. List of Operations
b. Step by Step Explanation
c. Visual Representative of SOP
Future Steps ……………………………………………………………………………………..10
a. Remaining Stepsfor Website Completion
b. Future Obstacles

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hokishop.co.id
logo.jpeg– Designedfor free by Aurelia ArdeliaAdjandra
ConceptualInspiration & Purpose
The idea of hokishop.co.id is was to create an e-commerce with the purpose of being the most
reliable, trusted, and used online retail store (i.e. Amazon) in Indonesia. However, to start off,
Hokishop will be an online retail store with a specific target market instead of providing a limitless array
of products of all types. To start the process of becoming an online retail store as massive as Amazon for
Indonesia, Hokishop will be focusing on selling products related to coffee. Anything coffee related will
be listed and sold in the website with products ranging from coffee beans to the machines (imported from
China for now). The beginning competitor is Otten Coffee with the end goal of becoming something like
Lazada.co.id or Amazon.
Payment methods that will be available are;
- Cash on delivery
- Bank transfer
- Credit card
- Paypal (possibly in the future)
Courier choice
- JNE
- Gojek (rejected proposal)
- Grabike (rejected proposal)
Aesthetic Design
The color scheme chosen for the logo is orange which contrasts well with the simplistic design of
the website inspired by Amazon. Further visual changes may take place due to shift in what the website
will ultimately be (Amazon to Otten Coffee). Otten Coffee was the competitor chosen to be mimicked
for the coffee focused early stages of the online store. The website vibe desired is one that is simple for
users to navigate through while being fed with constant deals and promos of the products available in the
website. This requires a large number of creative marketing personnel to constantly keep the website up
to date with seasonal promotions. Current design of the website shows a similar blue shade for the tab that
follows users around in every page (similar to Amazon).

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TargetMarket
The target market of the online coffee store is the coffee enthusiast community. Anyone who
has access to the internet and are looking for quality products with great pricing in terms of coffee
products are the main target audience. When we are ready, we may expand the target market by
increasing products slightly away from coffee (i.e. tea, beverages, alcohol, etc.) in order to start to
expand the business and enter the market for massive online retail stores. Similar to how Amazon started
from just selling books and now it became the most trusted online retail store available. Hokishop will be
both business to business and businessto customer.
Possible ways of marketing Hokishop would be as listed; social media, physical flyers,
sponsoring events, commercials, e-commerce society of Indonesia, etc. The social media outlets that
should be chosen are; Facebook, Twitter, Instagram (very popular in Indonesia), Ask.fm, Snapchat, blog
sites, Youtube, and Email. We can also approach marketing with Google Ads, and mini commercials that
offer coupons or discounts in apps (games and others).
Vision & Mission
The vision and mission is basically what was written as the purpose in the Conceptual Inspiration
& Purpose section. Hokishop aims to be a reliable, trusted, and satisfying platform for online retail store
customers in Indonesia. However, for the coffee focused stage of the website, the current mission is for
Hokishop to be a widely known and reliable brand that provides a great variety of products in the world
of coffee through its platform of e-commerce. We want the online store to be easily accessible and found,
fast, easy to understand, simple, trusted, and quick in delivery. [Vision & Mission of PT. BERSAMA
USAHA SUKSES to be added].
To be more specific, the purpose of the website will be divided into three categories; the purpose
of Hokishop for the customers, PT. BUS, and Future Business Partners. For the sake of relevance, the
purposes written below are just for the early “Coffee” stages of Hokishop.
Customers: The purpose of Hokishop for customers is to be a reliable, well-known, trusted, easy to
use, fast (in every aspect: delivery, load time, customer service, etc.), active, informative,
and helpful online store for users.
PT. BUS: The purpose of Hokishop for the company is to hopefully be a huge source of income.
The online store will be incredibly useful when we produce products on our own and get
a great platform with a huge channel for a wide market of coffee goers. It is also a
platform for PT. SJI to sell its products in an online store that it can trust and have no
difficulties with working together. The website, when it has a large user base, will be a
great way to advertise other business endeavors made with other family companies.
Partners: The purpose of Hokishop for potential business partners in the future would be similar to
PT. BUS. It will be a great platform for them to advertise and place their products in. It
can give them great publicity. The more they want to be in the website, the more PT.
BUS can benefit from their business ventures with the platform.

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Details
Web Developer
Company: Jogart
Name: Pak. Zaki Falimbany
Phone: (081) 8931-292
Email: zaki@jogart.com
Payment Gateway
Company: Veritrans
Veritrans: a payment gateway that provides users a secure way of paying online. It allows payment
through credit card, pulsa, debit transfers, bank e-banking, etc. When a payment is made through
Veritrans, we can access the database by Veritrans to get constant notifications of payments made in real
time. (pricing in checkout page is integrated with shipping fee by JNE).

5
STAFF
Requirements
Departments / Division List
1. Finance Department
a. Accountant
i. Keeps track of payments made in the website
ii. Is adept in using Veritrans (payment gateway of Hokishop)
iii. Keeps in contact with bank
2. Research & Development (creative minds wanted) | I.T.
a. Web developer
i. Person who can code and alter codes
ii. Updates website
iii. In charge of maintenance
b. Business inquiries guy
i. Looks for potential business partners and handles meetings with clients
ii. Looks for new exciting products for Hokishop
c. Engineer
i. Innovator of website | how to make it better and expand to a wider market
3. Marketing
a. Social media manager
i. Keeps tabs of all social media outlets
ii. Gathers data of effectiveness of social media posts
b. Content creator (1 writer & 1 graphic designer)
i. Makes the content to be uploaded
c. Editor
i. Edits the contents created for the social media to maximize attraction
4. Quality control & Inventory
a. Manager / Supply Manager
i. In charge of quality of packaging
ii. Ensures safety of shipping
iii. Keeps record of inventory
iv. In charge of resupply
b. Quality checker (a quality checker for every category of product)
i. Checks quality of product
5. Delivery
a. Courier
i. JNE
b. Courier Manager
i. Communicates with subscribed courier
ii. Updates users on location of ordered product/ gives shipping code
c. Drivers

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i. Drives products from storage to courier office
ii. Drives straight to customer’s location if COD
d. Packaging
i. Securely packages products ready to be shipped
6. Customer Service
a. Live chat
b. Phone Call
c. Receptionist
7. Management
a. CEO
b. Hokishop Manager
i. Updates CEO weekly on progress
ii. Involved in all processes to maintain quality
iii. Keeps tab on products shipped and delivered
iv. Update stock
c. Accounting Manager
i. Keeps track of overall transactions
ii. Writes weekly account reports

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StandardOperating Procedure
List of Operations
Delivery
From when a person makes a payment after choosing what they want from Hokishop to the
physical item handed over to the customer. The desired outcome of this process is to efficiently deliver
the ordered item from the warehouse to the customer as fast and as cost efficient as possible with minimal
error.
The tasks involved in the delivery process are; driver, courier, location confirmation person,
person who gets notification of confirmed order, packaging person, receipt validator, quality checker (for
product quality control), supply manager,and order confirmation code sender.
Payment
From when a person confirms an order and has chosen their payment method, either COD,
transfer, or credit card. These are different processes. The desired outcome is to efficiently confirm the
payment, confirm the acquisition of the money by the company before allowing delivery to happen, and
minimize any risk of failure of payment. The majority of the processes happen within Veritrans. Veritrans
is a gateway payment system that allows online transactions to be made. Users transfer money through
debit or credit card and a notification is sent to the hokishop and user email to confirm purchases. (further
detail of Veritrans functions to be added after user manual is sent from Veritrans – added in Draft 2)
The tasks involved in the payment process are; getting a confirmation notification that a customer
has attempted to make payment (transfer or credit card), confirming with the bank whether the payment
has been received, sending a payment confirmation back to the customer through email and user ID
member account, keeping track of payment received, entering data of money received from customer in
log book. The only difference in the process when it is cash on delivery is that the customer is called
when the delivery is ready to make sure they have the money ready, then delivery is authorized, money is
received by courier, courier gives receipt to customer, courier gives money to accounting department,
money is recorded and stored, customer is emailed receipt through email and user ID member account.
Marketing/social media
From when a promo is thought up and researched to when articles are written up and then posted
online to attract current and potential customers. The desired outcome is to have a concise and organized
protocol in the marketing and content quality of marketing for Hokishop.
This process requires the social media manager to work together with the content writer to
constantly have deals and news/updates about the website attractive to the users in social media. Any
content written by the content writer or any media (video/pictures) will go through the creative director
and an editor before it can be posted online. All content will give the same gist per post but will be in
different lengths and depth depending on which social media outlet will be used. For example, the length
and depth of a message or update on twitter will be completely different than a full blog. First, the content

8
writer or graphic designer will receive content update or deals information from the IT & manager, then
the graphic designer and content writer will think of a way to attract people to the new deals or update.
They will create a few versions of the content that will be posted or uploaded and present it to the creative
director to choose which one would deliver the message clearly and most effectively. Then it will be
uploaded to the various social media outlets by the social media manager who also keeps track of how
many people respond to our uploaded posts and give weekly or monthly presentations of the effectiveness
of our marketing. Ways to improve on this area will be brainstormed by the marketing team and solutions
will be presented to the CEO and other managers.
Quality Control
From when a product is ordered and confirmed for delivery, the process of checking products’
quality and status before it is authorized and given clearance for packaging. The desired outcome of this
process is to make sure items that are ordered are in good quality to satisfy the customers. The quality of
products are done through brief inspections. It will not be a full inspection because the system of checking
the quality of every product is impossible when there are thousands of orders in the same day. Whenever
there is stock coming in storage only one or a few of the products are checked in quality (full inspection)
to give an impression of the products’ quality.
This process happens between verifying an item order and shipping. In every product category
will be one quality checker (may be increased in the future), these quality checkers will have to be
knowledgeable in that category (coffee machines, coffee roasters, etc.), they will check the quality of all
identical products by testing one of them out, then they report the quality of the product to the quality
manager, then the quality manager will give the approval to package the product and ship.

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Step by Step Explanation
Delivery & Quality Control
1. User clicks checkout in website
2. Veritrans give payment confirmation to Hokishop email & sends payment confirmation to user’s
email
3. Hokishop sends location confirmation to Packaging
4. Accountant gives confirmation of payment and gives permission for shipping
5. Notification: order can be processed
6. Supply manager validates and confirms notification of order confirmation
7. Supply manager checks if product is available
8. Supply manager confirms product availability
9. Supply manager gives approval or packaging
10. Quality of product is checked
11. Product is packaged (included any necessary documents in package)
12. Location of customer verified
13. Location of customer written on package
14. Driver from warehouse deliver package to JNE (if paid by credit card, debit card, etc.) or straight to
customer location bi-daily if COD.
15. JNE sends order tracking code to Hokishop personnel
16. Order shipped & tracking code sent to user
Marketing/ Social Media
1. Idea for promotion of product or update of website is brainstormed
2. Idea is presented to heads of department
3. Idea is decided
4. Content creators work on the written and visuals of promotion or update information
5. Editor checks quality and makes any changes needed to the content
6. Social media manager works with content creators to adjust length of content to fit in each social
media outlets
7. Editor checks quality of each version of update or promo
8. Editor consults heads of departments of updates about to be posted
9. Heads of departments give green light to proceed
10. Social media manager posts update on all social media outlets
11. Social media manager keeps tabs on the responses received from the promos made
12. Repeat process (as soon as an update is made and start on promotions for future uploads to keep
ahead of schedule)
Visual Representative ofSOP
DRAWN – will be digitally copied when final

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Future Steps
Remaining Steps for Website Completion
1. Wages of staff members
2. Hiring of staff members
3. Office space
4. Storage space
5. Inventory supply
6. Website user manual
7. Contract deal with Veritrans
8. Bank accounts for Hokishop
9. Debit card machine for COD
10. Finalization of SOP
11. Written terms and conditions of website transactions
12. User manual from Veritrans
Future Obstacles
(Problems that might arise in the future)
1. Expansion of target market – from being an online store that sells coffee related products
to reaching the end goal of becoming as big as Amazon or Lazada
2. Expansion of number of staff – when the website requires more staff, the office space
might need to expand as well
3. Increase in storage space – when more products need to be stocked to supply the
increased demand
(to be added)

HOKISHOP - Standard Operating Procedure - DRAFT 1

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