standard operating procedures - a2zwms.coma2zwms.com/hrdesk/admin/magic_genie_sop_document.pdf ·...

MAGIC GENIE SERVICES LTD.

Document Name Initiated By Approver 1 Approver 2 Version Number

MGS SOP Manual Sr. Manager-MGS COO – Magic Genie Services President – Quality MG-SOP- MGS -v01.0

Standard Operating

Procedures

Magic Genie Home Care

Sr.# Changes Details Approver 1 Approver 2 Date Ver. No.

1. Draft Copy SOP Document N/A N/A 10-Jun-16 V00.1

2. First

Release SOP Document

COO- Magic

Genie Services

President-

Quality 30-Jun-16 V01.0




TABLE OF CONTENTS

1. Introduction

2. Purpose

3. Objectives

4. SOP

4.1. STANDARD OPERATING PROCEDURE FOR DEEP CLEANING SERVICES

4.2. STANDARD OPERATING PROCEDURE FOR ELECTRICAL SERVICES

4.3. STANDARD OPERATING PROCEDURE FOR PLUMBING SERVICES

4.4. STANDARD OPERATING PROCEDURE FOR CARPENTRY JOB

4.5. STANDARD OPERATING PROCEDURE FOR AC SERVICES

4.6. STANDARD OPERATING PROCEDURE FOR R.O. SERVICES

4.7. STANDARD OPERATING PROCEDURE FOR PEST CONTROL

5. Training Effectiveness

6. Abbreviations / Acronyms




1. Introduction

Magic Genie Home Care

With the world available to us at the touch of a finger, we understand the importance of evolving with

technology. You can access consistent and accountable delivery of services through our mobile

application. Unlike other facility management platforms, we take complete responsibility of the services

we offer to our clients, since we are not service aggregators, but an organization where every service

provider, is an employee of the organization. Be it deep cleaning services for your home or work place,

pest management, plumbing, carpentry, electrical services, tank cleaning, RO services, AC repairs or

aquarium cleaning services, we bring all this and more to your doorstep!

2. Purpose

1. To provide training to personnel / staff to make them well familiar about the product and its functionality so that they can provide a clean, hygienic and safe sanitation.

2. To make sure field staff is not deployed on site without appropriate training given

3. To train field staff for an effective and smooth maintenance of home products .

4. To train field staff for delivery of effective services.

3. Objectives

1. To have 100% trained field staff on the Site.

2. All field staff to be given Refresher training every 6 months.

4. SOP – Continued in the next page




4.1 STANDARD OPERATING PROCEDURE FOR DEEP CLEANING SERVICES

Objective:

To maintain a safe and healthy work environment. To provide necessary technical skills for the delivery of deep cleaning services. To provide a better understanding of the basic principles and objectives of deep cleaning services. To promote maximum productivity through effective methodology of implementation. To contribute to continual Quality Improvement. To promote pollution free environment. To comply with applicable legislation. To continually strive to improve the environmental, health and safety performance.

Five steps of Deep Cleaning:

Dusting

Vacuuming

Descaling

Disinfecting

Scrubbing

Buffing

Responsibility:

Supervisor / Housekeeping Boy

Procedures:

Pre-requisites for Client visit

Supervisor to check the state & functioning of all machines & equipment’s, chemical bottles, caddies

are cleaned a day in advance.

Supervisor to check & ensure all material required for the services as per the material check list has

been kept.

Supervisor to make prior arrangement for a cab –at least a day in advance.

Always keep stock of some extra chemicals & equipment’s handy.

Mandatory to keep – Checklist, Pre-Cleaning Customer form, Sticker, Flyers, Magnets.

Gear up for the Client visit

Change your uniforms.

Wear your ID Cards.

Spray talcum powder on your body to avoid bad odor.

Polish your shoes.

Keep handkerchief to wipe your sweat.

Supervisor to check & ensure that all housekeeping boys are well groomed with a proper uniform,

haircut, properly cut nails, properly shaved, polished shoes etc.

Supervisor to brief the team on how to start work & also assign respective task.




Ensure everyone to carry their lunch & water bottle with them.

While keeping material in vehicle

Greet the Driver and request him to unlock the vehicle.

Shift the material inside the vehicle in a proper manner.

Keep some extra material in the cab.

Refrain from discussing your personal matters while traveling in the cab and concentrate only on the

task at hand or conserve your energies by meditating silently or reciting mantras while in vehicle.

Keep Extra cleaning material in car.

After Reaching Client Place

After reaching clients premises, get down in a smooth & organized manner.

Ensure offloading all the material, machines, chemicals, equipment’s & all other belongings from the

cab without causing any hazard or harm to anyone.

Use only the service lift or stair case for carrying the material to the required floor

Supervisor will ring the bell and everyone will greet the client.

Supervisor will introduce himself & his team to the client in a polite manner.

Before Starting work of deep cleaning

Supervisor will ask client to fill the Pre-Cleaning form.

After entering into the premises, Supervisor will take a round of the premises and prepare a snag

list.

Supervisor should instruct the boys to start the work and then inspect the premises if any extra

services are needed.

Supervisor must take the Client’s instructions on where he should start the work.

After that whole team will enter the premises in a queue properly.

Take prior permission from the Client and arrange keeping the equipment inside / outside of the flat

in proper organized manner without hindering the Client in any way.

Ensure that your equipment and any other belongings do not touch the side walls.

During the Deep Cleaning

Focus on your respective assigned work & do not waste any time in chatting with each other.

Be careful of the lights hanging above you.

Do not ask the client for Water, Food, ladder, Stool, etc.

Take breaks on designated time only with permission of your Supervisor.

For specific areas such as prayer rooms etc., take permission of Client and request them to vacate

the area, prior to starting your work.

Always remember that Customer is VERY IMPORTANT to us and in case any mistake occurs,

please be prompt in apologizing to the Client without any arguments.

After Completing Deep Cleaning

Supervisor will request the client to fill the feedback form.

After completing the work the whole team will wish & thank the Client for choosing Magic Genie and

giving them an opportunity to work.




Use only the service lift for carrying down the material to the cab.

Once again follow the same procedure for loading the material in the vehicle and getting back to

office in the cab.

Reaching Office after completion of assignment

Clean / sanitize all the Machines, Equipment’s and place them in their designated place, as soon as

you reach back to office.

Supervisor to ensure that all spray bottles are correctly refilled with chemicals and all caddies are

ready for the next services.

Supervisor to take a debriefing session and give a feedback to the company every day.

See off your supervisor and colleagues by saying Good Night See You tomorrow.

Do’s

Check yourself whether you are properly groomed or not.

Always carry your ID Cards.

Check all your equipment / machines before leaving office.

Fill the chemicals in respective bottles only.

Check all caddies & ensure you have kept all the chemicals/materials in it.

Check your safety equipment - Gloves, Mask, Gum Boot, Caution Board etc.

Supervisor to check & ensure all equipment/ chemicals/machines have been brought back and are

in place.

Never forget to thank the client after finishing the work.

Don’ts

Don’t wear causal uniform.

Don’t fill chemicals into wrong or other chemical bottles.

Don’t talk during the work.

Don’t ask to client for water, food, ladder, stools etc.

Don’t rotate your eyes while working.

Use only power plugs for heavy machine’s, like Scrubbing machine, Steam machine, Vacuum

machine.




4.2 STANDARD OPERATING PROCEDURE FOR ELECTRICAL SERVICES

Objective:

To maintain a safe and healthy work environment. To provide necessary technical skills for the delivery of Electrical services. To provide a better understanding of the basic principles and objectives of Electrical work . To promote maximum productivity through effective methodology of implementation. To contribute to continual Quality Improvement.

Three steps of Electrical work:

Inspection/Testing

Repairing

Replacement/ New Installation

Responsibility:

Electrician

Procedures:


Electrician to check the state & functioning of all instruments works properly

Electrician to check & ensure all material required for the services has been kept.

Technician to make prior arrangement for a cab –at least a day in advance if required.

Always keep stock of some extra equipment’s and general spares.

Mandatory to keep – Customer form, Sticker, Flyers, Magnets.



Wear your ID Cards.


Polish your shoes.


Supervisor will check Electricians are well groomed with a proper uniform, haircut, properly cut nails,

properly shaved, polished shoes etc.






While keeping material/ equipment in vehicle


Shift the material inside the vehicle in a proper manner if required.

Keep some extra material in the vehicle.

Refrain from discussing your personal matters while traveling in the vehicle and concentrate only on

the task at hand or conserve your energies by meditating silently or reciting mantras while in

vehicle.

Keep Extra spare accordingly.



Ensure offloading all the material, machines, equipment’s & all other belongings from the cab

without causing any hazard or harm to anyone.

Use only the service lift for carrying the material to the required floor

Electrician will ring the bell and will greet the client.

Electrician introduces himself & his team to the client in a polite manner.

Before Starting Electrical work

Electrician will ask client to fill the Pre-Customer form.

After entering into the premises, he will take a round of the premises and prepare a snag list.

Electrician will start the work and then inspect the premises if any extra services are needed.

Electrician must take the Client’s instructions on where he should start the work.




During the work



Take breaks on designated time only .

For specific areas take permission of Client and request them to vacate the area, prior to starting

your work.



After Completing the work

Electrician will request the client to fill the feedback form.



Use only the service lift / staircase for carrying down the material/ equipment to the cab.


office in the cab.




\Reaching Office after completion of assignment

Clean all the Equipment’s and place them in their designated place, as soon as you reach back to

office.

Supervisor/Electrician to ensure that Equipment’s all are ready for the next services.

Supervisor/ Electrician to take a debriefing session and give a feedback to the company every day.

See off your colleagues by saying Good Night See You tomorrow.

Do’s




Check your safety equipment - Gloves, Mask, , Caution Board etc.

Supervisor to check & ensure all equipment/machines have been brought back and are in place.


Don’ts





Use only power plugs for heavy machine’s, if use.




4.3 STANDARD OPERATING PROCEDURE FOR PLUMBING SERVICES

Objective:

To maintain a safe and healthy work environment. To provide necessary technical skills for the delivery of Plumbing services. To provide a better understanding of the basic principles and objectives of Plumbing work . To promote maximum productivity through effective methodology of implementation. To contribute to continual Quality Improvement.

Three steps of Plumbing work:

Inspection/Testing

Repairing


Responsibility:

Plumber

Procedures:


Supervisor/Plumber to check the state & functioning of all instruments works properly

Supervisor/Plumber to check & ensure all material required for the services has been kept.

Supervisor to make prior arrangement for a cab –at least a day in advance if required.

Always keep stock of some extra spares .




Wear your ID Cards.


Polish your shoes.


Supervisor will check Plumbers are well groomed with a proper uniform, haircut, properly cut nails,







While keeping material in Car






Keep Extra material in car





Use only the service lift for carrying the material to the required floor

Plumber will ring the bell and will greet the client.

Plumber introduce himself & his team to the client in a polite manner.

Before Starting Plumbing work

Plumber will ask client to fill the Pre-Customer form.

After entering into the premises, plumber will take a round of the premises and prepare a snag list.

Plumber should instruct the Plumber to start the work and then inspect the premises if any extra

services are needed.

Plumber must take the Client’s instructions on where he should start the work.




During the work





your work.









office in the cab.




Reaching Office after completion of work.

Clean all the Machines, Equipment’s and place them in their designated place, as soon as you

reach back to office.

Supervisor/Plumber to ensure that Equipment’s all are ready for the next services.

Supervisor/Plumber to take a debriefing session and give a feedback to the company every day.


Do’s







Don’ts








4.4 STANDARD OPERATING PROCEDURE FOR CARPENTRY JOB

Objective:

To maintain a safe and healthy work environment. To provide necessary technical skills for the delivery of carpentry services. To provide a better understanding of the basic principles and objectives of Carpentry work . To promote maximum productivity through effective methodology of implementation. To contribute to continual Quality Improvement

Three steps of Carpenter:

Inspection/Testing

Repairing


Responsibility:

Carpenter

Procedures:


Supervisor/carpenter to check the state & functioning of all instruments works properly

Supervisor/Carpenter to check & ensure all material required for the services has been kept.

Supervisor to make prior arrangement for a cab –at least a day in advance if required.

Always keep stock of some extra equipment’s .




Wear your ID Cards.


Polish your shoes.


Supervisor will check Carpenters are well groomed with a proper uniform, haircut, properly cut nails,










Keep Extra material in car








Use only the service lift or staircase for carrying the material to the required floor

Carpenter will ring the bell and will greet the client.

Carpenter to introduces himself to the client in a polite manner.

Before Starting Carpentry work

Carpenter will ask client to fill the Pre-Customer form.

After entering into the premises, Carpenter will take a round of the premises and prepare a snag list

if any post permission of owner.

Carpenter will start the work and then inspect the premises if any extra services are needed.

Carpenter must take the Client’s instructions on where he should start the work.

Take prior permission from the Client and arrange keeping the equipment inside / outside of the

Property in proper organized manner without hindering the Client in any way.


During the work

Focus on your respective assigned work & do not waste any time in chatting .




your work.









office in the cab.

Reaching Office after finishing work



Carpenter to ensure that Equipment’s all are ready for the next services.

Carpenter to take a debriefing session and give a feedback to the company every day.


Do’s










Don’ts









4.5 STANDARD OPERATING PROCEDURE FOR AC SERVICES

Objective:

To maintain the required temperature. To provide necessary technical skills for the delivery of A.C services.

To promote maximum productivity through effective methodology of implementation. To contribute to continual Quality Improvement.

Three steps of Carpenter:

Inspection/Testing

Repairing


Responsibility:

Technician

Procedures:


Technician to check the state & functioning of all instruments works properly

Technician to check & ensure all material required for the services has been kept.


Always keep stock of some extra equipment’s .




Wear your ID Cards.


Polish your shoes.


Technician will check Carpenters are well groomed with a proper uniform, haircut, properly cut nails,


Technician to brief the team on how to start work & also assign respective task.











Keep Extra material in vehicle.





Use only the service lift or staircase for carrying the material to the required floor

Technician will ring the bell and will greet the client.

Technician will introduce himself & his team (driver) to the client in a polite manner.

Before Starting Carpentry work

Technician will ask client to fill the Pre-Customer form.

After entering into the premises, Technician will inspect the AC

Technician will start the work and then inspect the premises if any extra services are needed.

Technician must take the Client’s instructions for which AC to be serviced.

Take prior permission from the Client and arrange keeping the equipment inside / outside of the flat/

villa in proper organized manner without hindering the Client in any way.


During the work

Focus on your respective assigned work & do not waste any time in chatting .

Avoid to ask the client for Water, Food, ladder, Stool, etc.



your work.




Technician will request the client to fill the feedback form.

After completing the work the Technician will wish & thank the Client for choosing Magic Genie and


Use only the service lift / staircase for carrying down the material to the cab.


office in the cab.







Supervisor to ensure that Equipment’s all are ready for the next services.



Do’s







Don’ts









4.6 STANDARD OPERATING PROCEDURE FOR R.O. SERVICES

Objective:

To maintain a safe and healthy environment. To provide necessary technical skills for the delivery of R.O services. To provide a better understanding of the basic principles and objectives of R.O services To promote maximum productivity through effective methodology of implementation. To contribute to continual Quality Improvement. To promote pollution free environment. To continually strive to improve the environmental, health and safety performance.

Steps for R.O. Services:

Inspection/Testing

Repairing


Responsibility:

R.O Technician

Procedures:





Always keep stock of some extra equipment’s and spares .




Wear your ID Cards.


Polish your shoes.


Technician should groomed with a proper uniform, haircut, properly cut nails, properly shaved,

polished shoes etc.






While keeping material in Vehicle



Keep some extra material in the Vehicle.





Ensure offloading all the material, equipment’s & all other belongings from the cab without causing

any hazard or harm to anyone.

Use only the service lift and stairs for carrying the material to the required floor


Technician introduce himself & his team to the client in a polite manner.

Before Starting RO Services/ Installation work



list.


Technician must take the Client’s instructions on where he should start the work.




During the work




your work.









office in the cab.




Reaching Office after finishing work



Supervisor to ensure that Equipment’s all are ready for the next services.



Do’s




Check your safety equipment - Gloves, Mask, Safety Glasses, Caution Board etc.



Don’ts









4.7 STANDARD OPERATING PROCEDURE FOR PEST CONTROL

Objective:

To maintain a safe and healthy work environment. To provide necessary technical skills for the delivery of Pest control services. To provide a better understanding of the basic principles and objectives of Pest Control work . To promote maximum productivity through effective methodology of implementation. To contribute to continual Quality Improvement. To promote insect free environment. To continually strive to improve the environmental, health and safety performance.

Types of Pest treatment for Residences/ commercial places:

Cockroaches

Rodents

Termites

Bed bugs

Mosquitoes

Flies

Responsibility: Technician

Procedures:





Always keep stock of some extra equipment’s and chemicals .




Wear your ID Cards.


Polish your shoes.


Supervisor will check Technician are well groomed with a proper uniform, haircut, properly cut nails,


Supervisor to brief the individual on how to start work & also assign respective task.

Ensure concern to carry their lunch & water bottle with them.




While keeping material in Vehicle



Keep some extra chemical in the Vehicle.



Keep Extra chemical in car





Use only the service lift and stairs for carrying the material to the required floor


Technician introduce himself & his team to the client in a polite manner.

Before Starting Pest Control work



list.


Technician must take the Client’s instructions on where he should start the work.

Take prior permission from the Client and arrange keeping the equipment inside / outside of the

property in proper organized manner without hindering the Client in any way.

Ensure that your equipment/ pump and any other belongings do not touch the side walls.

During the work

Focus on your respective assigned work & do not waste any time to chatting .


your work.

Take breaks if required on designated time only .





After completing the work the technician will wish & thank the Client for choosing Magic Genie and


Use only the service lift/staicase for carrying down the material to the cab.


office in the cab.







Technician to ensure that Equipment’s all are ready for the next services.

Technician to take a debriefing session and give a feedback to the company every day.


Do’s




Check your safety equipment - Gloves, Mask, Safety Glasses, Caution Board etc.



Don’ts









5. Training Effectiveness

When a training program is completed, there is a need to evaluate its effectiveness. The best way to do this

is to compare performance of the staff before and after the training. If before training the performance

included low ratings and negative comments, while after the training ratings and comments became more

positive, then the training most likely has worked.

We shall evaluate the following results after the training is provided to our field Staff:

1. Have they become more knowledgeable about the product and its functionality?

2. Are they able to guide users how to use the Product?

3. Are they able to maintain the product very effectively and efficiently?

4. Are they in position to solve all the doubts of the users?

5. Are they able to communicate/report issues effectively to backend maintenance/operation team?

6. Abbreviations / Acronyms

The following abbreviations have been used in the document:

HC- Home care

MG- Magic Genie

TM- Training Manual

MCB- Miniature Circuit Breaker

COO- Chief Operating Officer

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