BETONIQ QUALITY SYSTEM
Communication is to achieve an information transfer to a specific receiver. Within BETONIQ we distinguish internal and external communication (marketing and promotion). In this Work Instruction we describe the method and definition of internal communication within BETONIQ.
The aim of internal communication is to;
Communication is everywhere and is primarily by means of Voice - Image - Digital - Paper and Face to face. Within the organization BETONIQ we distinguish five types of communication means;
- Establishing contact
- Draft and determine agreements
- Information transfer
- Creating uniformity
- Ensuring accessibility
- Ensuring security
Primary communication within the BETONIQ organization is by e-mail and telephone. Appointments or contracts should be through e-mail or post and should always be recorded.
The BETONIQ website (s), Internet and Intranet, contain accessible and current information.
In this protocol, the responsibilities for the website(s) are put down. The website is a quick and easy information medium about BETONIQ products and services offered to anyone who is looking for it on the web. The intranet site is relevant information from inside the organization and quickly offered to all employees.
Organization and management of the Website.
The responsibility for the technical management lies with the Web Designer and IT Technician. They are responsible for:
• The structure and the technical application of the software;
• See that the technical infrastructure is operational and continues;
• The functional application and version;
• Checks whether built-in links to functioning properly;
• Provides support / instruction to end users;
• Determines the subjects;
• Develops and advises on corporate identity;
• Follow projects in progress and news;
• Update the content of the websites and enter data;
• Monitors the quality and proper functioning of the website;
• Writes press releases and information texts for websites;
To solve technical problems, the Web Designer relies on the IT Technician.
For web edits we use the Editorial team that is composed of representatives of various departments;
• Web Designer
• IT Technician
• Design Manager
• Senior Sales Manger
The Editorial team comes together to 1x per quarter to consider:
• Monitoring quality and timeliness of the websites.
• New developments.
• Monitoring BETONIQ vision.
• To keep the organization “on edge” .
Also the Editorial team examines / translates developments, assesses the effectiveness of existing policies, makes proposals regarding development or change of policy in the field of digital services.
To ensure an “up-to-date” texts, the following method is used in the offering of texts for internet / intranet.
1. An employee creates a text that he would like to put on the internet / intranet. After screening the text by his or her superior, the employee will send the text digitally to the Web Designer.
2. The Web Designer will consult with a relevant manager if the text should be placed.
3. The communication is tested on content and style by the Web Designer.
4. If the text is according to BETONIQ policies, then the final text proposal will be send back by the Web Designer to the employee.
5. If the employee agrees on the text he will confirm the final text and send it to the Web Designer. If the text is not agreed, this procedure continues in 1.
BETONIQ wants responsible use of e-mail , therefore it is necessary to determine our 'own' administrative and organizational rules. This is particularly important because:
• It is allowed to send formal / original post by e-mail and there is a waterproof electronic system for initializing and signing available (Adobe Echo Sign). But there is also the danger that electronic messages can be intercepted and manipulated by third parties, so it is important to handle e-mail with much care.
• Relevant e-mail messages should be recorded and archived . These messages must not only be retrieved by individual users, but throughout the organization (within the limits of the authorization).
• Organizational reasons. For everyone it must be clear who is responsible and what the criteria are for recording and archiving e-mail.
The new responsibilities and rules arising from the use of new communication, are laid down in this Protocol. The main purpose of this protocol and the corresponding user is to guide e-mail traffic into the right direction.
TYPES OF EMAIL
Informal e-mail means the electronic message is received on or sent from a BETONIQ email address and that in the opinion of the employee it not affects one or more business processes or interfaces with BETONIQ bussines, in which case the e-mail messages are not recorded.
Formal email means the electronic message is received on or sent from a BETONIQ email address and that in the opinion of the employee it has an impact on one or more business processes and interfaces with BETONIQ bussines, in which case the e-mail messages must be recorded.
To use e-mail addresses using a domain name (the name after the @-sign) is registered. For example www.betoniq.com is registered as a domain.
Central e-mail address
The general email address for the BETONIQ organization is ; email@example.com. This central e-mail address is the address primarily outwardly made known through stationery, leaflets and other formal publications. The mail that arrives at this address, will be, where required, registered by the Office Assistant and sent to the attending employee.
Personal e-mail address
For each employee an email address will be created. The full first name, followed by a point, added name, followed by a dot, and the full name of the person forms the e-mail address, for example: firstname.lastname@example.org. Every employee can directly and without the intervention of others send and received e-mails on their own personal email address.
At the request of a department head or team leader, a thematic e-mail address can be created. A thematic e-mail address is used for sending and receiving electronic reports on specific issues such as sales or issues at project level. Examples of thematic addresses are:
General rules for e-mail traffic
1. Classified or otherwise confidential documents should not be sent by e-mail ( no copy ) because e-mails can be intercepted or read by others.
2. When receiving a message which law or regulation prescribes ( written procedures , the employee sends a reply mail to the sender indicating that the email message can not be accepted and requests a copy in writing or by fax.
3. The language in an e-mail message is basically the same as that of writtencorrespondence . Use business language and say clearly what you mean . Be careful with humor and irony . Realize that an email can be printed and may be used against BETONIQ.
4. BETONIQ may never be engaged in improper acts as a result of ( irresponsible ) e-mail and internet use or email and it is therefore not permitted to:
• Threatening, sexually harassing, or racist or discriminatory messages or sending of pornographic material ;
• To sign up or subscribe to a mailing list , other than for business use ;
• To send chain letters ;
• To open suspicious emails ;
Each employee ;
• Is responsible for careful handling of e-mail messages according to the BETONIQ rules ;
• Is obliged to check his or her electronic mailbox at least once a day for incoming messages ;
• Must ensure that the good name of BETONIQ is not affected by the use of his / her e - mail ;
• Who receives an e-mail whose content the limit of reasonable values exceeds , must report this to his / her supervisor.
Is responsible for all incoming and outgoing messages according to preset security rules.
In all BETONIQ e-mail automatically a 'disclaimer' is recorded with standard text:
Disclaimers BETONIQ LTD: The contents of this message may not legally binding, unless explicitly expressed. Information in this report is intended for the addressee.If this message is received by others, we ask you to return it. This message has been scanned for viruses and content using Mail Marshal and Sophos Anti-Virus.
Archiving and registering e-mail
Formal e-mail messages should be fully preserved. Including email address of the persons concerned and attached electronic documents. As a result, the content data of the message (such as sender, addressee, date of delivery). Is preserved. With these data, it is possible to guarantee a proper procedure in the treatment of messages and the accountability and retrievability of messages increases.
Each BETONIQ employee receives a bussiness smart-phone including an e-mail application / address. Employees of BETONIQ can call “for free” among themselves. The employee must have the business phone with them during working hours. The phone must be for business purposes only and not for private conversations. The phone is “on loan” to the user and remains the property BETONIQ. Responsibility lies with the phone user, the user may be taxed costs for careless use of the phone
Basic Employees get a smartphone without Internet application but with a calling card of $ 15. Pre-programmed emergency numbers will always be accessible to the user. Members of the "BETONIQ Contact List" get a smartphone with Internet application and subscription.
Once every three months Office Assistant. will check the phone records of every user regarding use and origin. Phone usage should be in accordance with the BETONIQ user directives.
When there are problems with the BETONIQ mobile phone regarding failure of the phone, the user can contact the Office Assistant.. Minimal user time for a mobile phone is three years, then a replacement unit can be requested from the Office Assistant..
BETONIQ Factories LTD uses a (central) number. This telephone number is 0031-40-123456789.
The Administration Office uses a Telephone Information Center, hereinafter named TIP. The TIP is responsible for the intake and transit of all incoming calls. The TIP can be reached by phone on Monday from 8:30 am to 20:00 pm; Tuesday to Thursday from 8:30 am to 17:00 pm and Friday from 08.30 to 12.30. Outside these times, we will use a voice-response system to report calamities .
Process incoming calls
1. The accessibility is organized so that all calls come in at the TIP.
2. The TIP covers the frequently asked questions (FAQ / FAQ). The TIP disposes of
support systems making it possible to answer frequently asked questions.
3. It is the responsibility of the Sales Manager and Office Manager that the TIP and CSC ( Client Support Center ) have current information.
4. Internal phone numbers are not available to third parties. The TIP remains the central distribution point for all incoming calls.
5. Each department shall ensure that during the opening ours of BETONIQ and the TIP, accessibility even if the employee is not present.
The following information shall be recorded in a phone message.
• Capturing the date of the incoming call
• Capturing the description of the request
• Capture name and number caller
• Capture date and time in which the client would like to be called back.
The TIP sends the phone message to the responsible employee.
6. The employees are required to keep their personal electronic agenda up to date and visible for the TIP and close colleagues.
When making phone calls the following conducts are taken into account
Caring for a good telephone accessibility is part of the joint responsibility of all employees within the BETONIQ organization . Telephone access can be organized by making appointments and taking technical facilities ( telephone and mobile network ).
The employee makes sure he or she can be reached by telephone . This means that he or she has to take every call within five ring times. Wen the employee will leave his or her workspot, they will turn over their phone over to a colleague . Have you been absent and there is a phone message for you , call the caller back within one business day , unless otherwise agreed .
Talk positively, with a smile.
It is not always easy to suppress if you are very busy, have personal problems or have to talk to a very nasty customer. Nevertheless you should,as an BETONIQ professional employee,never show these emotions. You may have to deal with very annoying or even rude customers.
Since we do not know when answering the phone with whom we are speaking, we start every conversation with "sir or madam". Even then, the calling customer basically is continue to be addressed as such. During the interview / telephonecall the employee can switch depending on the assessment of the employee.
Greeting on the Telephone is the calling card of BETONIQ. With your greeting you give the customer directly the feeling that he or she is dealing with a service provider. In addition, in your greeting you specify also information of BETONIQ to the calling client.
In order to ensure the above-described purpose of a greeting we have selected for the following greeting:
Good morning (or afternoon), BETONIQ Factories LTD, ( the department / team ),you are talking to .... (name and surname). The first part of the greeting has, in the first place, to deal with decency. If you come into contact - whether in writing, face-to-face or by telephone – with someone you start with a greeting. Additionally, this "greeting" gives the customer the opportunity to get used to your voice, so he or she canb understand you better. The greeting is completed with your name. This is primarily a matter of decency. In addition, your name information: if the customer is directed or looking for an employee, he or she immediately knowes whether he or she has found the right person.
The core of “the conduct of a good conversation” is LSA. LSA stands for Listening, Summarizing and Asking questions. If you want to be as clear as possible as far as the question of the caller, you have to go through a combination of active listening, occasionally summarize and proper question asking to get to the heart of the matter quickly.
The TIP does not support outgoing calls. Administration, Management and Employees are responsible for the outgoing calls. There are no further agreements on keeping outgoing calls.
Every BETONIQ Top Employee is assigned a personal computer (Desktop Computer / Laptop / Tablet). This Computer is “on loan” and remains the property of BETONIQ. Responsibility lies with the user, the user may be taxed costs for inproper and irresponsible use.
Immoral use of the Computer, according to the BETONIQ Moral Use Standards, is strictly forbidden. For every abuse, the employee shall be deemed personally responsible and BETONIQ will not accept any responsibility, and will take legal action against the user.
Computer communication is by Google GMail account and Skype. Meetings may be through a Skype consultation or conference Call, performed at every level.
Production Safety Engineer
Business e-mail should be in stored the appropriate mail folders so that the user can, at any time, reproduced stored mail.
Sending an e-mail by an BETONIQ employee goes according to predetermined and programmed mail settings and templates. Signing the BETONIQ e-mail should be done with the following items included. BETONIQ Mail Signature; name, title, phone number, logo and / or picture and a disclaimer ( WI06 Correspondence ).
Only in some exceptional situations the sending of a mail piece will be used. When we speak of sending mail pieces we are talking about sending original documents and packages. These documents should be sent as a registered letter and should always be recorded in the appropriate digital systems.
BETONIQ has set up a fully automated mail (pieces) processing line. It is important that the primary distribution of mail pieces done correctly. There are various post- streams that can be distinguished;
§ Incoming mail pieces
§ Outgoing mail pieces
§ Internal mail pieces (especially management information )
§ Web content / SMS / Twitter Posts
Then there is the category of confidential mail , whitch on all four categories above can relate
The processing and distribution of mail at BETONIQ is a process whith is done completely electronic.
Once all mail is scanned using barcodes the mailroom determines which post is intended for whom. The barcode ads data to the document which make the retrieval of mail at a later stage simple and speedy . Retrieval of mail pieces while using date , zip code , sender and/or by reference . Then the document is digitally stored in a central location. The recipient will receive an automatic e-mail in which he / she can see that new mail has arrived. In addition, anyone with added access , in case of illness, can observ the incomming mail to make distribution easier .
In short the benefits :
§ Time and cost saving ;
§ Improved availability of information ;
§ Transparency in the process;
§ Easy integration with document management systems ;
Skype is free. Do not opt for the “premium” version, there is no charge associated with using the basic version of Skype. If at any time you are prompted for a credit card (and you are not purchasing credits and/or Skype “premium”), immediately terminate your session and re-attempt a new/valid connection @ www.skype.com.
The basic version of Skype will allow you to communicate with other Skype users (and see each other, via optional webcam). Do not let the term “video call” confuse you; you can still communicate with other Skype users without the use of video or a webcam.
Getting started with Skype (Windows) – All you need to do is:
• Got to www.skype.com.
• Click on the link (currently located in the upper-right corner) “Join Skype.”
• Click on the link “Create an account.”
• Create a Skype account by scrolling down the page and providing the required information.
• Choose your “Skype Name.”
• Enter the password you want to use to sign in to Skype.
• Enter the security words displayed in the security box (this just verifies that you’re a real person).
• Download Skype to your computer/device .
• When the file has downloaded, go to the location where you saved the SkypeSetup file.
• Double-click it.
• When the Open File screen is displayed, click Run.
• Sign in and add your friends/contacts.
You can now “video call” and instant message with people in your contact list, wherever you are, whenever you are connected/on-line.
To sign in to Skype for the first time:
On the Welcome screen, enter your Skype Name and password and click Sign me in.
If this is the first time that you have signed in to Skype, you can now check your sound and video to ensure they are set up correctly and add a profile picture for your Skype account. Click “Continue.” Select the speakers, microphone and webcam you want to use with Skype, and then click Continue. You can now add a profile picture (optional) to make it easier for your contacts to find you on Skype. If you don’t want to add your profile picture right now, just click Add later and go. Click “Continue.” Your profile summary is displayed. Click Start using Skype.
You’re now ready to add your contacts, then video call and instant message with them.
NOTE: If you opt to purchase “Skype Credit” (optional), you can also make calls to landlines and mobiles, and send text messages.
Business cards are used to enter direct business contacts. The following information shall be kept on the card:
• Name (first name optional)
• Department Name
• Postal address
• Visiting address: the address of the job site
• Central phone
• Central email addres
• Personal e-mailadress
• Business mobile number (optional)
It goes without saying that the cards are dealt with care. The department manager determines which employees receive business cards. The branding on the cards is determined by communication.
- Phone (Personal Computer)
- Business Cards