General Office
Administration
Standard Operating Pro=
cedure
by
Rita Wang
Created:
Tabl=
e of
Content
<=
span
style=3D'mso-prop-change:"Eric Tachibana" 20040803T1404'>2.1 Hunting Line Programming1
<=
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style=3D'mso-prop-change:"Eric Tachibana" 20040803T1404'>2.2 Who should answer the call ?1
<=
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style=3D'mso-prop-change:"Eric Tachibana" 20040803T1404'>2.3 Checking Voice Mail1
<=
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style=3D'mso-prop-change:"Eric Tachibana" 20040803T1404'>4.1 Ordering Procedure2
<=
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style=3D'mso-prop-change:"Eric Tachibana" 20040803T1404'>4.2 Minimum stock2
<=
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style=3D'mso-prop-change:"Eric Tachibana" 20040803T1404'>4.3 Standard Items for New Staff2
<=
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style=3D'mso-prop-change:"Eric Tachibana" 20040803T1404'>5.1 Ordering Procedure2
<=
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style=3D'mso-prop-change:"Eric Tachibana" 20040803T1404'>5.2 Distilled Water3
<=
span
style=3D'mso-prop-change:"Eric Tachibana" 20040803T1404'>5.3 Other Pantry Items3
9 Tracking of
Domain Names and Service Providers.
10 Managing
the meeting room (conference room).
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The company hunting line should be programmed such tha= t it will ring at the desk of the staff in the following order:
2.1.1 Administrative Assistant
2.1.2 Finance room
2.1.3 Sales Staff
2.1.4 Project Managers
2.1.5 Finally, the call will go into voice mail if no one = is available to pick up the call after 12 rings.
The Administrative Assistant will be the primary staff= to answer to phone calls. In the= case that the Admin Assistant is away from his/her desk (sick leave, lunch breaks and toilet breaks etc), he/she should explicitly assign a staff to answer p= hone calls during his/her absence. Staff will be asked to help in the following order:
2.2.1= = Manager – Admin & Operations
2.2.2= = Other Admin staff (COO & Business Development Director)
2.2.3= = Business Development Executives
2.2.4= = Business Development Manager
2.2.5= = CEO
2.2.6= = Project Managers
2.2.7= = Senior Project Managers
2.2.8= = Project Director
2.2.9= = Any Developers/Infrastructure staff who is available in the office
2.3.1= The Admin Assista= nt (or the assigned staff if the Admin Assistant is absent) should check the main = line voice mail first thing in the morning and after lunch and pass the messages= to the respective staff. Procedu= res:
2.3.1.22.3.1.32.3.1.42.3.2 Whenever the main line is chosen (64791172) = and a discontinuous tone is heard, it means that there is a voice mail waiting = to be retrieved. The Admin Assis= tant or (or the assigned staff if the Admin Assistant is absent) should retrieve= the message immediately and pass it to the respective staff.
The Admin Assistant is given the key to the letter box= . The letterbox should be chec= ked once everyday (preferably in the afternoon when the mails are just delivere= d) except for Monday or the first day after the long weekend when the letterbox needs to be checked twice (i.e. once in the morning and once in the afterno= on).
4.1.1 Prepare list of items to order
4.1.2 Fax to the supplier to get quotation
4.1.3 Compare prices with the ones in the previous order
4.1.4 Submit to the Admin & Operations Manager for approval
4.1.5 Fax back confirmation to the supplier
4.1.5 Check goods against the order confirmation when the stationery is delivered
4.1.6 File invoice in the “Payment” folder
Minimum stock needs to be kept for the following stati= onery items:
4.2.1= = Laser jet cartridges (2 pcs)
4.2.2= = Fax machine film (2 boxes i.e. 4 pcs)
4.2.3= = 80gsm A4 plain papers for printer (10 rims)
4.2.4= = 70gsm A4 plain papers for fax machine and photocopier (10 rims)
4.2.5= = Pilot Techo(?) Pens V5 – blue, black and red colors (5 pcs each)
4.2.6= = Pencils (5 pcs)
4.2.7= = Highlighters – assorted colors (5pcs)
4.2.8= = Paper Clips (5 boxes)
4.2.9= = Black Metal clips – large (1 box), medium (1 box) and small size (2 boxes)<= /p>
4.2.1= 0 Staples for HD100 staplers (5 boxes)
4.2.1= 1 Writing pads (5 pcs)
4.2.1= 2 Transparent folders (6 pcs)
4.2.1= 3 3-inch arch files – black (6 pcs), blue (3 pcs) and red (3pcs)
4.2.1= 4 2-inch arch files – black (3 pcs)
4.2.1= 5 3.5” floppy disk (1 box of 12 pcs)
4.2.1= 6 White Board Marker (Artline 500, thicker ones) – black, blue, green, red co= lors (3 pcs each)
4.2.1= 7 Scotch Tapes – 5 pcs
4.2.1= 8 Uhu Glues (medium) – 2 pcs
4.3.1= = Pilot Techo Pens V5 – blue, black and red (one each)
4.3.2= = Pencils (2 pcs)
4.3.3= = Ruler (1 pc)
4.3.4= = Scissors (1 pc)
4.3.5= = F4 hardcover note book (1 pc)
4.3.6= = HD100 Stapler (1 pc)
4.3.7= = Staples (1 box)
4.3.8= = Highlighter (1 pc)
4.3.9= = Pencil Sharpener (1 pc)
4.3.1= 0 Paper Clips
5.1.1 Prepare a list of items to order
5.1.3 Submit to the Admin & Operations Manager for approval
5.1.4 Send orders to the supplier
5.1.5 Check goods against the order confirmation when the supplies are delivered
5.1.6 File invoice in the “Payment” folder
Order 7 bottles when the last bottle has been put onto= the dispenser. Ideally, a standing order can be placed with the supplier so that water will be delivered constantly after a specified period.
Budget is $140.00 per month. Order only once a month (around 15= th of the month).
Planning
Purchases
Delivery
Keeping receipts and warranty cards
Inventory Listing
Follo= w the procedures:
6.1.1= = Acquire quotations from the new supplier
6.1.2= = Submit to shareholders for approval
6.1.3= = Once approved, plans must be made for transition from the old supplier to the new supplier to ensure that there is no interruption of services which may affe= ct daily operation of the company.
6.1.4= = Finally, implement the new service
7.1
7.1.1 Preferred date and time of departure
7.1.2 Preferred date and time of return
7.1.3 Destination
7.1.4= Preferred hotel (= and any request e.g. single room, non-smoking room etc)
7.1.5 Name of the project and client’s n= ame
7.1.6= Purposes of the t= rip for each day – e.g. For project, joint business development exercise = with a client (e.g. MYBiz P3), sales or personal
7.2 The responsi= ble staff who makes the booking will enter all the information into the travel itinerary spreadsheet. See Ap= pendix A for a sample of travel itinerary spreadsheet.
7.3 Flight booki= ng - The responsible staff will call airlines/travel agent to make the necessary flight bookings. When the airlines/travel agent confirms the bookings, update the status of the sector onto the travel itinerary spreadsheet.
7.4 Hotel bookin= g and rooming arrangement
7.4.1 Accommodation in
7.4.2 Acco= mmodation in other countries – bookings can be made through different sources, = e.g. internet, travel agent, direct booking with the hotels. However, the cost of the accommoda= tion and flexibility of changing the bookings (in case of change of itinerary) should always be taken into consideration.
7.5 Once the booking is made, the person who = will be traveling should be informed of the confirmed itinerary and rooming arrangement, and given the deadline to make any changes or confirm his/her itinerary.
7.6. Before issu= ing any air tickets or giving credit card details/signature for the hotel accommodation, the Admin Assistant should confirm again with the staff who = is going to travel.
7.7. At the end of the=
week
(before 5pm of Friday or the day before a long weekend), send a zipped trav=
el
itinerary file to all staff so that every staff is aware of each other’s
whereabouts for the coming week.
Circulation Forms
Leave application Form (=
pls
refer to HR SOPs)
Expense Claim Form=
Payment Vou<=
/span>chers=
Petty Cash Form
Timesheets
Job Application Forms
Office Security R=
11; keys, client informatio=
n
Network Access
Insurance against Theft =
&
Fire
8.1
8.2
8.3
8.4
8.5 9.1&=
nbsp;
The Administrators – The Systems Group=
for
technical issues and the Administrative Department for admin and payment
issues. 9.2&=
nbsp;
The DNS and ISP Database – The database
should be constantly updated as and when any status (e.g. contract term,
contact person etc) of each domain name is changed. The updated database should be ema=
iled
to the Systems Group and Admin Department by 9.3&=
nbsp;
Registration company - Whenever possible, re=
new
a domain name under the same registration company to minimize the admin wor=
k of
co-ordinating with different registration companies. 9.4&=
nbsp;
DNS renewal procedures - 9.4.1
One month before the renewal deadline of each
DNS, seek approval of shareholders before the renewal. The shareholders should be given
sufficient information for their decisions (e.g. the DNS name, proposed ext=
ension
period, yearly costs etc). 9.4.2
For important domain names (e.g. eXtropia.com
and eXtropiabanking.com), the DNS should preferably be renewed for five
years. Other DNS can be renew=
ed for
one or two years, depending on shareholders’ preference. 9.4.3
Whenever possible, pay the registration by
remittance or by corporate credit card by fax. Avoid providing details of personal
credit cards over the internet. 9.4.4
Subscribe to at least two web reminder
services. Configure to send
reminder to admin@companyname<=
/span> 10.1=
As and when a meeting has been set up, the d=
ate,
time and venue of the meeting has to be entered into the office calendar
(intranet web cal) by the person who set up the meeting. 10.2=
The Admin Assistant is the key person who ke=
eps
track on the meeting room booking status.&=
nbsp;
As soon as he/she notices a conflict of usage of the meeting room,
he/she should inform the party involved immediately and rectify the
conflict. New meeting date, t=
ime
and venue should be entered in the office calendar accordingly. 10.3=
Every morning, the admin assistant will write
all meeting appointments on the board next to the conference room door. Any staff who wishes to use the me=
eting
room between the booked slots during the day should inform the Admin Assist=
ant
who will enter the new bookings onto the board. There=
are two
different types of time sheets: 11.1<=
span
style=3D'font:7.0pt "Times New Roman"'> =
Project time sheet 11.1.1 The
project time sheet is used especially if a project income is billed to the
client on a time-and-material basis. See Appendix B for a sample of the Pro=
ject
Time Sheet. 11.1.2 A pr=
oject
time sheet template should be emailed to all involved staff (developers,
Project Manager, Project Director, Business Development staff for the proje=
ct)
on this project in the beginning of the month. 11.1.3 One =
week
before last day of the month, a reminder should be sent to each involved st=
aff
to submit the time sheet. 11.1.4 Two =
days
before last day of the monthly, a reminder should be sent again. 11.1.5 Afte=
r the
deadline, the staff who has not submitted his/her time sheet will be remind=
ed
(by email and in person) once every two days until he/she finally submit the
time sheet. 11.1.6 It is
advisable to subscribe to a web reminder service to ease the admin workload=
of
the person-in-charge to send reminder emails. 11.2<=
span
style=3D'font:7.0pt "Times New Roman"'> =
Support and maintenance (S&M) time sheet=
11.2.1 The
S&M time sheet is used by staff who are involved in solving any support=
and
maintenance issues to keep track on the time that they spend for regular
maintenance matters and any billing required for out-of-scope (non-working
hours and on-site) work done for the client. See Appendix C for a sample of the
support and maintenance timesheet. 11.2.2 Each
technical staff should be given a S&M time sheet template. The staff should be able to modify=
the Project
Name, and Start Date and End Date of the week and use the same template to
record time spent weekly. 11.2.3 It i=
s the
Project Manager’s responsibility to inform the person-in-charge who
gathers together time sheets on a weekly basis as soon as a support and
maintenance issue arise. He s=
hould
also advise the name of the technical staff who is assigned to solve the
problem and a brief problem description in less than five words. 11.2.4 As s=
oon as
the person-in-charge is informed, he/she should key in the name of the tech
staff and the problem description into the Master Tracking sheet as a remin=
der
to gather time sheet from the technical staff at the end of the month. See Appendix D for a sample of the
Master Tracking Sheet. 11.2.5 The
technical staff involved should be sent a reminder to fill in time sheet as
soon as the person-in-charge is aware of the S&M issue. 11.2.6 One =
week
before last day of the month, a reminder should be sent to each involved st=
aff
to submit the time sheet. 11.2.7 Two =
days
before last day of the monthly, a reminder should be sent again. 11.2.8 Afte=
r the
deadline, the staff who has not submitted his/her time sheet will be remind=
ed
(by email and in person) once every two days until he/she finally submit th=
e time
sheet. 11.2.9 It is
advisable to subscribe to a web reminder service to ease the admin workload=
of
the person-in-charge to send reminder emails. Appendix A: Sample of travel itinerary spreadsheet. Appendix B: =
; Sample
of the Project Time Sheet. Appendix C: 912 Tracking
of Domain Names and Service Providers eXtropia.com
once every one month, two weeks and two days before expiry of each domain n=
ame.10131114=
1215
Appen= dix D: Sample of the Master Tr= acking Sheet (Support and Maintenance timesheet).
Appendix E: &nbs=
p; Supplier’s
contact details
Appendix F:&n= bsp; Forms