Subject: FW: HB KSA CC Alignment *MOM*
From: Yahia Taha <[email-masked]>
To: Baraa Abukhadra <[email-masked]>, Nada Hattar <[email-masked]>, Layan Shehadeh <[email-masked]>, Rozan Abdelraziq <[email-masked]>, Niren HB LSM Dsouza <[email-masked]>, Saurav Chakraborty <[email-masked]>, HB.CCCKSA <[email-masked]>
Cc: Nour Hanayneh <[email-masked]>, Hasan Razakhan <[email-masked]>, Saurabh Dadu <[email-masked]>
Date: Mon, 22 Mar 2021 13:52:52 +0000

Dear All,

Very urgent for your information and action.

1.                   Third Party Courier process

  *   Only Parent id needs to be created. No need for any child id
  *   Agents need to mention AWB # in the drop-down box.
  *   Daily dashboard being circulated which shows open tickets ageing.
  *   If Tickets are not closed within 48 Hours @Ramesh Gottimukkala<mailto:[email-masked]> will follow up with partners to get the resolution.
  *   Within 48 hours KSA HB CCC will follow-up. Jessie & Yahia to discuss any best practices that Jessie may have.

2.                   @Ramesh Gottimukkala<mailto:[email-masked]> to share the 3PL escalation matrix with HB teams.

3.                   Alex & Ramesh Gottimukkala to organize a joint session with 3PL and Yahia on response to HB tickets / mails.

4.                   @Ramesh Gottimukkala<mailto:[email-masked]> to ensure all existing open tickets are closed with 3PL partners.

5.                   Customer return collect which is approved in system wh needs to collect it back.

6.                   Deepak to revert on process : (Refund Alex not following the refund process as per Mustehsan`s guideline regarding missing items , LM team to check the inventory status of items value more than 100 and confirm to cs team to process refund as good will, the same not happening they are giving fixed response process manual refund and clos.)

7.                   Mr Deepak will be arranging call along with KSA TLM & Alex team & Ramesh, regarding the missing items / cartons / NPS rating.

Best Regards
Yahia Taha
Customer Care Team Leader - Home box
800-1110888
Ext: 3457
Riyadh Gallery Mall I PO Box 91861 | Riyadh 11643 l Saudi Arabia
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From: Deepak Devasia <[email-masked]>
Sent: Monday, March 22, 2021 4:26 PM
To: Yahia Taha <[email-masked]>
Subject: RE: HB KSA CC Alignment *MOM*

Plz check and send to all

1.                   Third Party Courier process

  *   Only Parent id needs to be created. No need for any child id
  *   Agents need to emntion AWB # in the drop down box.
  *   Daily dashboard being circulated which shows open tickets aeging.
  *   If Tickets are not closed within 48 Hours @Ramesh Gottimukkala<mailto:[email-masked]> will follow up with partners to get the resolution.
  *   Within 48 hours KSA HB CCC will follow-up. Jessie & Yahia to discuss any best practices that Jessie may have.

2.                   @Ramesh Gottimukkala<mailto:[email-masked]> to share the 3PL escalation matrix with HB teams.

3.                   Alex & Ramesh Gottimukkala to organize a joint session with 3PL and Yahia on response to HB tickets / mails.

4.                   @Ramesh Gottimukkala<mailto:[email-masked]> to ensure all existing open tickets are closed with 3PL partners.

5.                   Customer return collect which is approved in system wh needs to collect it back.

6.                   Deepak to revert on process : (Refund Alex not following the refund process as per Mustehsan`s guideline regarding missing items , LM team to check the inventory status of items value more than 100 and confirm to cs team to process refund as good will, the same not happening they are giving fixed response process manual refund and clos.)

7.                   Mr Deepak will be arranging call along with KSA TLM & Alex team & Ramesh, regarding the missing items / cartons / NPS rating.

From: Ramesh Gottimukkala <[email-masked]<mailto:[email-masked]>>
Sent: Monday, March 22, 2021 2:22 PM
To: Bhaskar Mandelia <[email-masked]<mailto:[email-masked]>>; Bhaskar Mandelia <[email-masked]<mailto:[email-masked]>>; Deepak Devasia <[email-masked]<mailto:[email-masked]>>; Pawan Kaura <[email-masked]<mailto:[email-masked]>>; Alexander Gomes <[email-masked]<mailto:[email-masked]>>; Yahia Taha <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Ramesh Gottimukkala <[email-masked]<mailto:[email-masked]>>
Cc: Hasan Razakhan <[email-masked]<mailto:[email-masked]>>; Muralidharan Gunjur <[email-masked]<mailto:[email-masked]>>; Neeraj Bhanwariwal <[email-masked]<mailto:[email-masked]>>; ArishLaila <[email-masked]<mailto:[email-masked]>>
Subject: RE: HB KSA CC Alignment *MOM*

Dear Team

Please find the MOM below

1.                   Agents to mandatorily ensure AWB # ; Only Parent ID to be created

2.                   @Ramesh Gottimukkala<mailto:[email-masked]> to re-share the 3PL escalation matrix with HB teams

3.                   IF Tickets are not attempted by 3PL with in 48 Hours @Ramesh Gottimukkala<mailto:[email-masked]> will follow up with partners to get the resolution

4.                   As one time exercise, @Ramesh Gottimukkala<mailto:[email-masked]> will help with the shared AWB cases and help resolve with 3PLs

5.                   @Yahia Taha<mailto:[email-masked]> to get in touch with @Jessie Caparas<mailto:[email-masked]> to understand the best practice on raising & follow-up with 3PLs

6.                   Everyday, HB team can share open non-solved cases (not closed after follow-ups with 3PL) and share the dump with Ramesh. Ramesh and team to respond everyday

7.                   Ramesh & Yahia to align on other points and share the way forward

8.                   Mr Deepak will be arranging call along with KSA TLM for wrong item dispatch and refund process alignment

Please find the attached document which has SCM work flow and escalation matrix, Also we have added some suggestion in slides which may help @Yahia Taha<mailto:[email-masked]> and team to resolve with SCM Help

Thanks

-----Original Appointment-----
From: Bhaskar Mandelia <[email-masked]<mailto:[email-masked]>>
Sent: Monday, March 22, 2021 10:29 AM
To: Bhaskar Mandelia; Deepak Devasia; Pawan Kaura; Alexander Gomes; Ramesh Gottimukkala; Yahia Taha; Jessie Caparas; Mustehsan Siddiqui
Cc: Hasan Razakhan; Muralidharan Gunjur; Neeraj Bhanwariwal; ArishLaila
Subject: HB KSA CC Alignment
When: Monday, March 22, 2021 1:00 PM-1:30 PM (UTC+04:00) Abu Dhabi, Muscat.
Where:

Hi All,

Blocking time to discuss on issues and align on way forward. Please extend the invite to relevant team members.

Regards,
Bhaskar

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