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• Operation procedures are necessary
for smooth and effective operations
• It define company service levels
which is important to customers
• It help to define individuals job
profiles & KPI of employees and
department
• It is the process to divide works
effectively and assign particular jobs
to employees
• Smooth operations are necessary
and play vital role in success of
branch.
• Systematic working is necessary to
fulfill government procedures like
ISO etc.
• It help employees prioritizing and
organizing work according to
importance of work.
Planning
Booking &
Pricing
Shipping bill
generation
AWB
Executions
Cargo
movement/TSP
Customs
clearance
AWB
Bunch/Carrier
h/over
Track & Trace
Post Shipping
documents
Debit note
preparation
Cost sheet
preparation
Document/Bill
Dispatch
AR Follow-ups
• Customer Services held responsible for planning &
Booking of the cargo with carrier as well as for informing
Customers/overseas and carriers for changes or deviation.
• Pricing shall be taken care by Customer services on
Discussion with LOP Head or as decided by management.
• Below works would come under customer services
A. Docket opening
B. Passing paper to concerned for Shipping bill generation.
C. Taking approval of shipping bill from customer.
D. Booking to carrier and customer information.
E. Resolving customer or carrier related issues.
F. Ex-Delhi Departure of the shipment.
Dockets must be maintained and below documents
must Be kept in dockets by Customer services.
1. Invoice/packing list or other customer documents.
2. Booking confirmation from carrier/ Else buy/sell must be
Mentioned on/inside docket.
3. Customer agreed quotation or rate approval email.
4. Any important approval or communications.
5. First Booked flight details must be mentioned on/inside.
6. Charges related to Fumigation/Forklift or any others must
Be mentioned inside the docket.
7. Any other important documents.
1. Shipping bill must be generated same day of paper receipt.
2. Checklist must be sent for approval within 1-2 hour of
Docs receipt.
3. AWB must be executed one day prior of shipment execution.
4. Clearance set must be prepared proactively for clearance.
5. Executive/Senior Executive must be responsible for AWB
Execution and bunch preparation and must follow shipment
Till it get h/over to carrier.
6. Custom clearance related works would be taken care by G
Card holders and Post shipping documents must be given
To operations very next day of shipment H/over.
7. Executive/Sr. Executives shall responsible for docs
segregation & post shipping docs preparation with help of
Field boys or helping staff.
7. Exceptions are acceptable depends on customer/shipment
Urgency.
1. Operations shall be responsible for daily tracking
& updating customers day to day tracking status till
arrival/delivery vice versa.
1. Debit notes must be prepared within 48 hrs of departure.
2. Debit notes must be dispatched within 72 hrs of departure.
3. Accounts or any dedicated staff would be responsible for
Timely billing & dispatches with supervision of customer
Service so that debit note of all customers would be
Dispatched on time over email & Hard copy both.
4. Cost sheet must be prepared within 2 days of debit note
Preparation and a copy of both debit note/cost sheet must be
Present in docket for final GP report.
1. Job Description sheet would be prepared and assigned to
Individual with discussion to Manager/Branch manager.
2. The sheet required to be signed by Individual for
acceptance.
3. The employee would be held responsible for assigned
duties & works.
4. Managers must take care to assign job according to
eligibility of the employee based on individual skills and
expertise.
5. Next level employee would be responsible for
Supervision/Verification of their junior staff.
6. Helping each other in their works if you have completed
yours must be always done as a good team player.
1. First follow up must be done by operations at their end.
2. Sheet to be prepared mentioning credit period to the
customer.
3. Second follow up would be taken care by LOP head or
Accounts.
1. Daily DSR – Must be updated on daily basis for tracking,
Shipment details/Shipping bill numbers etc. Tracking
must be updated in same sheet on daily basis.
2. GP report – GP report must be prepared on/before 5th of
Every month.
Operation plan

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Operation plan

  • 1. • Operation procedures are necessary for smooth and effective operations • It define company service levels which is important to customers • It help to define individuals job profiles & KPI of employees and department • It is the process to divide works effectively and assign particular jobs to employees • Smooth operations are necessary and play vital role in success of branch. • Systematic working is necessary to fulfill government procedures like ISO etc. • It help employees prioritizing and organizing work according to importance of work.
  • 2. Planning Booking & Pricing Shipping bill generation AWB Executions Cargo movement/TSP Customs clearance AWB Bunch/Carrier h/over Track & Trace Post Shipping documents Debit note preparation Cost sheet preparation Document/Bill Dispatch AR Follow-ups
  • 3. • Customer Services held responsible for planning & Booking of the cargo with carrier as well as for informing Customers/overseas and carriers for changes or deviation. • Pricing shall be taken care by Customer services on Discussion with LOP Head or as decided by management. • Below works would come under customer services A. Docket opening B. Passing paper to concerned for Shipping bill generation. C. Taking approval of shipping bill from customer. D. Booking to carrier and customer information. E. Resolving customer or carrier related issues. F. Ex-Delhi Departure of the shipment.
  • 4. Dockets must be maintained and below documents must Be kept in dockets by Customer services. 1. Invoice/packing list or other customer documents. 2. Booking confirmation from carrier/ Else buy/sell must be Mentioned on/inside docket. 3. Customer agreed quotation or rate approval email. 4. Any important approval or communications. 5. First Booked flight details must be mentioned on/inside. 6. Charges related to Fumigation/Forklift or any others must Be mentioned inside the docket. 7. Any other important documents.
  • 5. 1. Shipping bill must be generated same day of paper receipt. 2. Checklist must be sent for approval within 1-2 hour of Docs receipt. 3. AWB must be executed one day prior of shipment execution. 4. Clearance set must be prepared proactively for clearance. 5. Executive/Senior Executive must be responsible for AWB Execution and bunch preparation and must follow shipment Till it get h/over to carrier. 6. Custom clearance related works would be taken care by G Card holders and Post shipping documents must be given To operations very next day of shipment H/over. 7. Executive/Sr. Executives shall responsible for docs segregation & post shipping docs preparation with help of Field boys or helping staff. 7. Exceptions are acceptable depends on customer/shipment Urgency.
  • 6. 1. Operations shall be responsible for daily tracking & updating customers day to day tracking status till arrival/delivery vice versa. 1. Debit notes must be prepared within 48 hrs of departure. 2. Debit notes must be dispatched within 72 hrs of departure. 3. Accounts or any dedicated staff would be responsible for Timely billing & dispatches with supervision of customer Service so that debit note of all customers would be Dispatched on time over email & Hard copy both. 4. Cost sheet must be prepared within 2 days of debit note Preparation and a copy of both debit note/cost sheet must be Present in docket for final GP report.
  • 7. 1. Job Description sheet would be prepared and assigned to Individual with discussion to Manager/Branch manager. 2. The sheet required to be signed by Individual for acceptance. 3. The employee would be held responsible for assigned duties & works. 4. Managers must take care to assign job according to eligibility of the employee based on individual skills and expertise. 5. Next level employee would be responsible for Supervision/Verification of their junior staff. 6. Helping each other in their works if you have completed yours must be always done as a good team player.
  • 8. 1. First follow up must be done by operations at their end. 2. Sheet to be prepared mentioning credit period to the customer. 3. Second follow up would be taken care by LOP head or Accounts. 1. Daily DSR – Must be updated on daily basis for tracking, Shipment details/Shipping bill numbers etc. Tracking must be updated in same sheet on daily basis. 2. GP report – GP report must be prepared on/before 5th of Every month.