SCM SPOC list and SOP
SCM spoc list and SOP (Format)
| Query Type | Sub query type | SPOC L1 | SPOC L2 | Details needed for escalation/format | SLA |
| SCM | ASM Paper Related (Other Product) | Sapna Patil | Mayuri Fernandes | School Name Deal Id Subjects/ Level/ Grade Papers Received Paper Shortage |
Ideally 24 to 48 hrs to close |
| SCM | Book MRP (Other Products) | Related to CS | |||
| SCM | TV Installation Request (SCM) | Lalita Shirsat | Mayuri Fernandes | School Name TV specifications Open the box and check for any physical damage to the TV |
4-5 days for the Technician to visit the school |
| SCM | Missing Products in Delivered order(SCM) | Rahul Goregaonkar | Mayuri Fernandes | We need the details in a particular format. I am sharing the tabular format in column G | If the issue is reported after 14 days of delivery then we need the respective Business Head approval |
| SCM | Wrong products delivered in Order(SCM) | Rahul Goregaonkar | Mayuri Fernandes | ORP ID Images of the wrong products received |
We check for the availabilty of the required books with the WH, create a manual order and dispatch, 2 days if the stock is available and the images are provided. |
| SCM | Order Delivery (SCM) | Rahul Goregaonkar/ SCM@lead | Mayuri Fernandes | ORP ID | We provide the dockect details or EOD or POD depending on the query within 24 hrs |
| SCM | Order Dispatched (SCM) | Rahul Goregaonkar/ SCM@lead | Mayuri Fernandes | ORP ID | We provide the dockect details or EOD or POD depending on the query within 24 hrs |
| SCM | TV Replacement (SCM) | Lalita Shirsat | Mayuri Fernandes | School Name TV specifications Deal ID |
If Damaged TV pickup then need TV packing Status |
| SCM | Book pages missing (LS@Home) | Rahul Goregaonkar | Mayuri Fernandes | ORP ID | We check for the availabilty of the required books with the WH, create a manual order and dispatch, 2 days if the stock is available and the images are provided. |
| SCM | School Excellence Kit (Other Product) | Snehal Panchal / OM prakash | Mayuri Fernandes | School Details | 3-4 days |
| SCM | Dispacted order to be modified(SCM) | Rahul Goregaonkar | Mayuri Fernandes | ORP ID | 2 days |
| SCM | SAP ID related (SCM) | Shubham Kalkutki | Mayuri Fernandes | ORP ID | 2 days, unless there is no tech issue |
| SCM | Modify order for Yet to be dispatched(SCM) | Rahul Goregaonkar | Mayuri Fernandes | ORP ID | 2 days |
| SCM | Order not dispatched after 24hrs post finance approval(SCM) | Rahul Goregaonkar | Mayuri Fernandes | ORP ID | 1day unless there is stock unavailibity |
| SCM | TV Issue Resolved (SCM) | Lalita Shirsat | Mayuri Fernandes | School Name TV specifications Open the box and check for any physical damage to the TV |
2-3 days depending on the issue 4-5 days for the Technician to visit the school |
| SCM | Platform CN (SCM) | Rahul / Monika Sati | Mayuri Fernandes | Retun ID Atleast 14-15 days of TAT after the return shipment is punched in the system |
If the issue is reported after 14 days of delivery then we need the respective Business Head approval |
| SCM | Demo Kit Related (Other Product) | Snehal Panchal | Mayuri Fernandes | School Details Damaged products photos |
4-5 days |
| SCM | Order Delivery to Wrong Address (SCM) | Ashish Tiwari | Mayuri Fernandes | ORP ID | 2-3 days |
| SCM | Order not delivered post 10days of order placement(SCM) | Mayuri Fernandes | Pushkin Kasat | ORP ID | DEpending on the type of issue logistic issue 2-3 days stock unavailability then we will update on the TAT |
| SCM | Duplicate Order processed(SCM) | Rahul Goregaonkar | Mayuri Fernandes | ORP ID | 2 days |
Missing or Wrong Product delivery format ( Use this format to escalate it to SCM)
| Deal id | School | ORP ID | Title name | Ordered qty(As per SOA) | Missing qty |