Update on the changes of Contract Terms & Conditions (T&C)

Transcription

1 SUPPLIERS KNOWLEDGE DAY FOR TM s CONTRACTORS Update on the changes of Contract Terms & Conditions (T&C) Presentation by: Mohd Jailani Mat Nor Assistant General Manager VDM, NMO Date: 9 th October 2014 Venue: TM Convention Centre, KL

2 What we will cover today 1. SOP on TM Work Force Management System (WFMS) Mobile Device Policy 2. SOP on Contractor Compensation Process for Loss of CPE 3. SOP on fulfillment and assurance of BAU and Unifi services 4. Key Performance Index (KPI) revision 5. New PU rates for assurance for KH contract 6. New Monetary Penalty Summary Table for TROS contract 7. New Uniform & Passcard Design 8. Additional Tools and test gears 9. Refined terms on vehicle 10. Return order payment rate 11. Revision of warranty period to 30 days for SI contract 12. Personal Data Protective Act (PDPA) 13. Goods And Services Tax (GST) 14. Consequence Management Suppliers K-Day for TM s contractors 1

3 No Existing Changes Applicable for contract 1 SOP on TM Work Force Management System (WFMS) Mobile Device Policy No clause on WFMS policy Inclusion of new clauses on WFMS policy including mobile plan charges & device rental of RM 73 per month. Done 2 SOP on Contractor Penalty Process for CPE Management No procedure on penalty process for CPE Management Inclusion of new work instruction on Contractor Compensation Process for Loss of CPE. No CPE Type Product Type Compens ation/ Unit (RM) 1 Modem OIB BAU SHDSL Modem BAU CDMA 450/800 Phone BAU CDMA 450/800 Fax BAU CDMA 450/800 Antenna BAU 70 6 CDMA 450/800 Router BAU CDMA 450/800 Mobile Phone BAU BTU (All types) HSBB PG/RG/Wifi Modem HSBB Internal fiber cable HSBB 50/5m 11 External Fibre Cable HSBB 50/5m Fibre Termination Box (1 core and 2 12 core ) HSBB 30/pcs 13 Fiber Wall Socket HSBB 20/pcs 14 Field Assembly Connector HSBB 20/pcs 15 Bend Insensitve Patch Cord HSBB 150/pcs 16 Set Top Box HSBB & BAU Dect Phone (All types) HSBB & BAU Single Line Telephone HSBB & BAU 35 2

4 3 SOP on fulfillment and assurance of BAU and Unifi services Not updated QP and WI. Updates on the latest QP and WI as per changes and amendment done by NMO in BAU and HSBB services. The procedures are as listed below:- Changes Document Title: Contractor Changes Amendment Pemasangan Perkhidmatan TM SI Amendment Penamatan Perkhidmatan TM SI New Document Creation Pindah Perkhidmatan TM SI New Document Naiktaraf/Turuntaraf Creation Perkhidmatan TM SI Amendment Baikpulih Perkhidmatan DEL SI Abolishment Pemasangan Perkhidmatan CDMA SI Nil Abolishment Pemasangan Perkhidmatan ISDN BRI SI Nil Amendment Baikpulih Perkhidmatan Streamyx TROS Amendment Baikpulih Perkhidmatan TM TROS Abolishment Baikpulih Perkhidmatan ADSL Streamyx TROS Nil Abolishment Baikpulih Perkhidmatan DEL TROS Nil New Document Creation Unifi Installation UI New Document Creation Unifi Termination UI New document New Document Creation Unifi Upgrade/Downgrade UI Amendment KH Work Order Management KH Enhance the process flow & addition on coordinator function (for all services) Enhance the process flow & addition on coordinator function (for all services) Change in the WOI issuance process. 3

5 No Existing Changes Applicable for contract Key Performance Index (KPI) Current KPI for SI only includes Meeting Customer Appointment Time (MCAT). Addition of new KPI as below:- 1. Cycle Time To Install 2. First Installation Right (FIR) 3. Infant Breakdown 4.2 Current KPI for UI includes MCAT, Average Installation Time (AIT), FIR and Infant Breakdown Replacement of AIT with Cycle Time To Install. 4.3 Current KPI for TROS includes Mean Time To Restore (MTTR), Cycle Time To Restore (all), First Fix Right (FFR) and Fault Rate Replacement of the current KPI set with the following: 1. Cycle Time to Restore (SME) 2. Cycle Time to Restore (Consumer) 3. First Fix Right (FFR) 4. MCAT 4.4 Current KPI for KH does not include Fault Rate. Inclusion of Fault Rate ( due to Access Network Fault) 4

6 No Existing Changes Applicable for contract 5 New PU rates for assurance No PU for Inclusion of BAU service assurance Plant Unit (PU): service assurance PU ID DESCRIPTION UNIT XXXXXX SERVICE ASSURANCE AND RESTORATION WORKS PER TR FOR DEL, BROADBAND (STREAMYX), ISDN, and CDMA Additional requirement for service assurance team as follow:- Certification: Tools & testgears: a) CA 1A a) Laptop b) Broadband Certification b) Optimus II c) ISDN Tester d) WFMS Mobile e) ADSL Tester (optional) KPI: Monetary penalty: Day Rate Weekend/ Public Holiday/ Night Rate EACH TR/ TT No KPI Target 1 Cycle time to restore Mass Market SME 80% within 12 hours 2 Cycle time to restore Mass Market Consumer 80% within 36 hours 3 First Fix Right Mass Market 80% resolved at 1st attempt with No repeat CTT/TT in the next 30 days 4 Meeting customer appointment assurance Mass Market 95% within appointment time No Non-Compliance Unit Total, RM 1 Failure to provide the member / team set Per daily productivity per day RM 25 2 Failure to achieve the MTTR target set Per TR RM 25 3 Repeat TR Per repeat TR RM 50 4 TR closed without attended Per TR RM 50 5

7 No Existing Changes Applicable for contract 6 New Monetary Penalty Summary Table No monetary penalty summary table Insertion of monetary penalty summary table as below: No Non-Compliance Unit Total, RM 1 Failure to provide the member / team set Per daily productivity per day RM 25 2 Failure to achieve the MTTR target set Per TR RM 25 3 Repeat TR Per repeat TR RM 50 4 TR closed without attended Per TR RM 50 7 New Uniform & Passcard Design Old uniform & passcard design New uniform & passcard design as per recommendation by Corporate Communication to standardize all the uniform for TM authorized contractors. 6

8 SI & UI: Pemasangan / Installation TROS & KH : Penyelenggaraan/ Maintenance 7

9 No Existing Changes Applicable for contract 8 Tools and test gears Not updated list of tools and test gears requirement. Updated list of test gears and safety tools with additional testgears as below: 1.TM Swift Tablet 2.BTU tester As above 9 10 Vehicle General description of vehicle required. Return Order No payment rate for return order. Inclusion of clause on type of vehicle allowed for installation/restoration works that comply with the following requirements: a.registered commercial vehicle. b.reliable, suitable, safe and proper to carry out every installation/ restoration activities c.good and clean condition of at all time d.able to carry the safety ladder and other Tools, Test Gear and PPE items as listed in the contract. e.able to carry CPE and material provided by TM and able to prevent damage to the materials. Type of vehicle allowed E.g. Van, 4WD, Lorry, Pickup truck and other similar type of vehicle complying to all the requirement above. Contractors are required to get approval from TM for authorized use of TM logo or product brand. Additional payment rate for Return Order No Type of order Reason of Return Order Proposed Payment Rate (Per Order), RM 1 Streamyx (New Installation) Technical problem 2 Streamyx (Upgrade) Technical problem 30 3 BAU (DEL & Streamyx) Fraud 18 Done 8

10 No Existing Changes Applicable for contract 11 Warranty period Warranty period of 14 days 12 Goods And Services Tax (GST) Standardization of warranty period for SI to 30 days from the installation date similar to UI. Any fault within the warranty period shall be attended by TM/TROS assurance team. SI shall be penalised on any fault that due to contractors workmanship based on selective cause code. No clause on GST Inclusion of new clause on GST. 13 Personal Data Protective Act (PDPA) No clause on GST Inclusion of new clause on PDPA. 14 Consequence Management Not revised consequence management Category Criminal offences (CO) *Critical Non Conformance (CR) *Major Non Conformance () *Minor Non Conformance (MN) Team/ Company Termination Suspend work Monetary Compensation (RM) Demerit Pts. Per Case *Contractor will be terminated based on overall performance score. 9

11 No Description Category 1 False claim. CO 2 Fraud. CO 3 Impersonation. CO 4 Corruption. CO 5 Illegal tapping of service line. CO 6 Theft. CO 7 Narcotic crimes. CO 8 Assignment or sublet of work without TM s approval. CR 9 Engagement of foreign workers CR 10 Unauthorized use of TM s logo and trade mark. CR 11 Threaten TM s corporate image. CR Misconduct of any kind that is detrimental to TM or may jeopardize the interest of TM in any manner whatsoever Complaints received by TM on Contractor s conduct, misbehaviour, work quality (workmanship), wrongly reported Premise Close etc (verbal/written complaints) 14 No conformity to OSH safety requirement CR 15 Rude or ill mannered 16 Fail to submit or complete report as per SLA 17 Disruption to customers service 18 Damage to customer s property 19 Perform unauthorized Works 20 Canvassing of TM staff CR CR No Description Categor y 21 Unwilling to accept work order Engage non-competent staff without 22 required certifications (e.g. CA, NIOSH) Perform works not according to work 23 specifications or required process. Misuse of TM Support System (SAMS, 24 INFORMS, NOVA) on Return Code- return order without any valid reason Part or whole of a installation work is sub 25 standard 26 Fail to meet KPI target Failure to Return Material after 3 days of 27 work completion Non issuance of official receipt to 28 customer (for SI only) Failed to feedback/update on cable pair 29 changes Failed to submit Work Order Completion 30 (WOC) and claim documents within 7 days after work completion. 31 Engage TM staff for the work Allow unregistered/unauthorized staff to 32 carry out job 33 The use of improper tools or vehicle Not wearing proper uniform or ID not 34 displayed MN Fail to make police report on lost/stolen 35 ID MN 36 Change contact number without notifying MN Poor Communication through s, fax 37 & telephone MN 38 Poor Appearance/Attire MN Delay in updating completion or return 39 status in support system MN Fail to maintain cleanliness at cabinet, 40 SDF, MPOC, FTTS & FTTO after work MN 10

12 THANK YOU Kindly share with us what are your questions or enquiries. You can also escalate it online via Suppliers Enquiry Form at TM s website