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Oman LNG L.L.C. Employee Support Centre Handbook This document contains 21 pages Documents Classification:Risk Classification Non-Critical Security Classification Non-Confidential Document No: Issue No: Issue Date: NGH-1-P001 1 1 of 17 Page Print Date: 16/11/2019 Hard copy only valid on print date. Oman LNG L.L.C. Table of Content Preamble *Scope *Purpose *Audience *Definitions *Glossary Background Tiered-delivery Model *Tier 0 – Self Help *Tier 1 – First Line Support *Tier 2 – Second Line Support *Tier 3 – Third Line Support Operational Service Description *Service Summary *Out of Scope *Target Service Performance – SLA *Key Performance Indicators *Support Service hours and coverage *Support Organisation *Escalation Process *Change & Enhancement Management *Service Reviews *Business continuity and Business Support Backup Products *Website self help (Tier 0)? *Frequently Asked Questions? *Service Catalogue *Rules of Use/ Policy guidelines? *Governance Model? *Service Manager Console *Service Manager Console Design *Service Manager Console Mgmt. *Service Manager technical settings *Call Software *Functional Mailbox *Functional mailbox functional design *Mailbox management *Mailbox technical settings *Signature *Distribution list *Operational Calendar (FIT, HRiT, etc. *ESC Job Profiles *User accounts & security groups Operational Service Description Request Management LiveLink Training material Appendices Document No: Issue No: Issue Date: NGH-1-P001 1 2 of 17 Page Print Date: 16/11/2019 Hard copy only valid on print date. Management of Training Provision TABLE OF CONTENTS 1. PREAMBLE ……………………………………………………………………………………. 6 1.1. SCOPE……………………………………………………………………………………. 6 1.2. PURPOSE……………………………………………………………………………….. 6 1.3. AUDIENCE FOR THIS DOCUMENT …………………………………………… 6 1.4. DEFINITIONS ………………………………………………………………………….. 6 1.5. GLOSSARY …………………………………………………………………………….. 7 2. HR SUPPORT MODEL …………………………………………………………………….. 7 2.1. BACKGROUND ……………………………………………………………………….. 7 2.2. TIERED-DELIVERY MODEL ……………………………………………………… 7 2.3. TIER 0 – SELF HELP ……………………………………………………………….. 8 2.4. TIER 1 – FIRST LINE SUPPORT ……………………………………………….. 8 2.5. TIER 2 – SECOND LINE SUPPORT …………………………………………. 10 2.6. TIER 3 – THIRD LINE SUPPORT ……………………………………………… 11 3. OPERATIONAL SERVICE DESCRIPTION ……………………………………….. 11 3.1. SERVICE SUMMARY ……………………………………………………………… 11 3.2. SUPPORT SERVICE HOURS AND COVERAGE ……………………….. 12 3.3. SUPPORT ORGANISATION ……………………………………………………. 12 3.4. ESCALATION PROCESS ……………………………………………………….. 12 3.5. CHANGE & ENHANCEMENT MANAGEMENT ………………………….. 12 3.6. SERVICE REVIEWS ……………………………………………………………….. 12 3.7. BUSINESS CONTINUITY AND BUSINESS SUPPORT BACKUP … 12 4. PRODUCTS ………………………………………………………………………………….. 13 4.1. MA’AN ONLINE (TIER 0) ……. ERROR! BOOKMARK NOT DEFINED. 4.2. FREQUENTLY ASKED QUESTIONS ……………………………………….. 15 4.3. SERVICE CATALOGUE FOR BUSINESS SUPPORT …………………. 15 Document No: Issue No: Issue Date: NGH-1-P001 1 3 of 17 Page Print Date: 16/11/2019 Hard copy only valid on print date. Management of Training Provision 4.4. RULES OF USE/ POLICY GUIDELINESERROR! BOOKMARK NOT DEFINED. 4.5. GOVERNANCE MODEL………………………………………………………….. 15 4.6. FUNCTIONAL MAILBOX ………………………………………………………… 15 5. PERFORMANCE MONITORING, EVALUATION AND REPORTING ……. 17 5.1. GENERAL……………………………………………………………………………… 17 5.2. DELIVERY VERSUS PLAN ……………………………………………………… 17 ISSUE HISTORY Changes from previous issue are indicated by use of the {insert -comments} option Issue Description Date 1 2 3 Distribution: This document is accessible though EDMS Controlled Documents Pyramid (CDP) Custodian/Author Date: Signature: Comments Received: Document No: Issue No: Issue Date: NGH-1-P001 1 4 of 17 Page Print Date: 16/11/2019 Hard copy only valid on print date. Management of Training Provision Approval: Date: Signature: Authorisation/Date Date: Signature: Document No: Issue No: Issue Date: NGH-1-P001 1 5 of 17 Page Print Date: 16/11/2019 Hard copy only valid on print date. Management of Training Provision 1. Preamble 1.1. SCOPE The ESC, short for ‘Employee Service Centre’, is responsible for providing people services to Oman LNG staff. This document defines the processes for the delivery of the scope. It explains the policies, processes and organization of the ESC, and the performance measures for the team, but should be read in conjunction with procedures and the various Web- or Sharepoint-based documents referenced here. Out of Scope: IT Application Support is out of scope. However, this document contains references to Application Support documentation. 1.2. PURPOSE This document is intended to: • Promote and ensure consistency in management, delivery and content of ESC operations • Confirm the measures against which the delivery of ESC activities can be monitored • Facilitate on-boarding of personnel new to ESC operations • Reinforce good practices, and incorporate lessons learnt. This procedure shall apply to all established positions in the organisation. 1.3. AUDIENCE FOR THIS DOCUMENT • All HR staff: to ensure the ESC operations, deliverables and associated standards are understood, but particularly for new HR staff where this can serve as an introduction to the operation of the ESC. • All ESC Staff: to understand the contributions and responsibilities of the ESC to the overall HR operations. • Stakeholders and Audit & Review teams: as a means to understanding the working of the ESC operation. 1.4. DEFINITIONS For common understanding in this document the following key definitions are required. Note that more explanations for ESC-related acronyms are provided in the Glossary, which follows. Term MyNama ERP Service Level Agreement Service Manager Console Tier 0 etc. Service Request Incident Document No: Issue No: Issue Date: Definition Something is a commitment between a service provider and a client. Particular aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the service user.[1] The most common component of SLA is that the services should be provided to the customer as agreed upon in the contract. It’s a tool ESC& Helpdesk use to register the case and log a ticket for the case and close it once the case is close . On line service provided( MyNama ERP (HCM, TnE, iXpense) and Ma’an Online. A service request is a request for a pre-approved service that your organization can offer to its end users something that is a break/fix issue that needs to be resolved NGH-1-P001 1 6 of 17 Page Print Date: 16/11/2019 Hard copy only valid on print date. Management of Training Provision 1.5. Acronym AAR CoE CSR ERP HCM 2. GLOSSARY After Action Review Acronym SLA TnE Service Level Agreement Cost-Time-Resource document HR Support Model 2.1. Background The HR function has gone through a transformation in 2015/16. At the core of the change is the delivery of HR services through multi-tiered operations. Under this model, services are delivered through a single point of contact and multi-level escalation approach making use of new ERP technologies and other self-service options to obtain the majority of HR operational and transactional requests. The next level of delivery is managed through the Employee Support Centre (ESC) to address customer needs and queries that could not be resolved previously online. The ESC also takes on the role of escalating any complex issues further up to HR subject matter and technical experts. The aim is to improve quality and speed of HR delivery and further empower and enable the HR function to be an effective and value adding Business Partner. 2.2. Tiered-delivery Model Support is provided to the employee and is organised around a tiered model as illustrated in Figure 1 and 2 and governed by service level agreements. Document No: Issue No: Issue Date: NGH-1-P001 1 7 of 17 Page Print Date: 16/11/2019 Hard copy only valid on print date. Management of Training Provision Figure 1 – DRAFT Figure 2 – DRAFT 2.3. Tier 0 – Self Help There are two applications that are delivering Tier 0 support: The self-service options in MyNama ERP (HCM, TnE, iXpense) and Ma’an Online, a centralized online location for employees to access all documents and policies related to Human Resources and other supporting information when engaging with the ESC. Tier 0 functional service provision is looked after by the ESC HR IT/IS Officer (NGH/31) with input and support from HR CoEs (mostly Policy) and IT staff (primarily IT techno-functional analysts). 2.4. Tier 1 – First Line Support The ESC Help Desk is the first point of contact for all standard requests and issues/incidents. They own all cases and are responsible for all communication supporing SLA adherence within the tiered model (see section 5). Tier 1 will open a case and if not solved escalate to the appropriate functional Tier 2. IT related request will be not be accepted but passed on to the IT Help Desk for further attention. The service management tool used is System Center Service Manager 2012 by Microsoft and supported by IT/4. Document No: Issue No: Issue Date: NGH-1-P001 1 8 of 17 Page Print Date: 16/11/2019 Hard copy only valid on print date. Management of Training Provision Tier 1 responsibilities include: • • Captures incoming calls or emails recording user’s contact information and details of the request. Checks whether a request for support is a service request or an incident. (Standard requests are described in the ESC Service Catalogue) Addressing “Service Requests”: • • • In case of a Standard Request, reviews the request for completeness and accuracy (First-TimeRight process), logs a ticket in the Service Manager tool under “ESC related Service Requests”, addresses the query at Tier 1 level or forwards it to the appropriate Tier 2. Resolves the user’s request, confirms the resolution and closes the request in the Service Manager Console In case of non-Standard requests determines the supportability of the request in consultation with Tier 2. Addressing “Issues/Incidents”: • • • • Issues/Incidents logged can actually be known errors When available, a solution is provided and the case is logged and closed When no work around is available, the case is attached to an existing problem. If the issue is new and no work around is available the Help Desk will log a ticket and then forward this case to the appropriate Tier 2 support. Document No: Issue No: Issue Date: NGH-1-P001 1 9 of 17 Page Print Date: 16/11/2019 Hard copy only valid on print date. Management of Training Provision Figure 3 – DRAFThttps://technet.microsoft.com/en-us/library/cc543259.aspx Note: Tickets can solely be rerouted through the Help Desk. This implies there is no handover of cases and/or tickets between the functional and ITchannels without acknowledgement of the Help Desk. 2.5. Tier 2 – Second Line Support Second line support is divided into ESC support, other HR support and non-HR support. a) ESC Support: Functional Support Team/Super Users Responsibilities for Business Support & SME’s include: – SLA adherence within the tiered model (see section xx) – Answering functional questions – Maintenance of supportive documentation – Gathering and publishing FAQ’s – Handling standard requests – Managing and coordinating knowledge and skills – Communication with users – Provision of reporting support RASCI? Document No: Issue No: Issue Date: NGH-1-P001 1 10 of 17 Page Print Date: 16/11/2019 Hard copy only valid on print date. Management of Training Provision b) Other HR support- HR CoEs: xxx c) Non-H Support – HR CoEs: Non-HR Support Non-Technical: Finance for ixpense? xxx 2.6. Tier 3 – Third Line Support Third line support is divided into functional and technical support, and deals with all issues that are not resolved earlier. a) Functional Support: HR Centre of Expertise and the HRiT/IS Officer. ESC Manager Responsibilities include: • Service management • Problem management • Change management • Process improvements b) Technical Support: Information architects, technical architects and business analysts. Responsibilities include: • Problem management • Escalation point for incidents/problems with respect to the system infrastructure or system design that cannot be done by Tier 2 support • Initiate enhancements/new projects. • Vendor Management (WIPRO, Oracle) 3. Operational Service Description 3.1. Service Summary The service provides business support for the following activities, all of which are executed through the xxx: Standard requests: • Xxx (3 working days)* • Xxx (3 working days)* (interim) • Xxx (6 working days)* *Excluding Help Desk (Tier 1 support) turn-around time Out of scope The following services and activities are outside of the scope of the Business Support organization, and fall under the responsibilities of other support organizations as described in the previous chapter: • IT support activities (IT/1 Technical Support) • Vendor Management (IT/1 Technical Support) • Provision of Tier 1 support (IT/4 Oracle Help Desk Support) • Other ERP Business Support Document No: Issue No: Issue Date: NGH-1-P001 1 11 of 17 Page Print Date: 16/11/2019 Hard copy only valid on print date. Management of Training Provision Target Service Performance Key Performance Indicators 3.2. Support service hours and coverage The support will be provided to the end users as follows: • Support is provided from 07h30 – 16h15 Time, Sunday to Thursday, excluding public holidays • Support is provided in English and Arabic • Support is provided to all end users of the service, regardless of location. • Support availability is published on the Tier 0 website as described in the Service Model. 3.3. • • Support organisation The ESC organisation reports into the ESC Manager and is part of the NGH/3 section team. The service is managed by the Head of xxx, and the management tasks are delegated to the role of the HCM Functional Officer. 3.4. Escalation process It is possible for a user of the service to escalate problems, issues, complaints, service performance complaints etc. to the management for attention via the following process: 1. All end users should first bring their issue to the Help Desk 2. The Help Desk will contact the HCM Officer for an explanation and guidance on the resolution time 3. If this answer is either not available, or not to the satisfaction of the customer, the HCM Officer can escalate to the Head of xxx for guidance. In case escalation is required to IT, the process is as follows: 1. First escalation by the HCM Officer and/or Head of xxx to the IT/1 service manager 2. Second escalation by the HCM Officer and/or Head of xxx to the IT Manager 3.5. Change & Enhancement Management All functional changes to the system must be requested following the Enhancement Process, by filling out the Enhancement Request Template available on the front page of the xx or from the xxx. 3.6. Service Reviews The Head of xxxx will review this service description on a yearly basis. 3.7. Business Continuity and Business Support backup As previously stated, support back up will come from xxx. In order to guarantee business continuity it is the responsibility of the HCM Functional Officer to secure that skills, experiences and best practices are shared among the Super Users Business Support team. The Super Users will act as Business Support backup during holiday periods, illness or other circumstances when the Business Support is not able to provide any support. It is the responsibility of the Business Support to handover the general tasks to the backup Super Users. This should be done ideally maximum two weeks before the member goes on leave. Current issues and all pertaining correspondence can be handed over by assigning the relevant tickets Document No: Issue No: Issue Date: NGH-1-P001 1 12 of 17 Page Print Date: 16/11/2019 Hard copy only valid on print date. Management of Training Provision in the Service Manager Console to the backup. The Business Support or, incidentally, the xxx do this. Besides handing over tasks, the line manager of the Super User also needs to be informed and he/she needs to agree on the availability of the temporary support backup. The Super Users and the HCM Functional Officer will act as each other’s backup in terms of coordinating support tickets through xxx. 4. Products To run the ESC Support Center and provide optimal service to staff and the business, there are several products available. Each product has an owner and a dedicated location. The owner of the product is responsible for updates and regular maintenance. In addition, it is the responsibility of the owner to inform concerned parties if a change is made. 4.1. Product Overview The below table provides an overview of all products. For those marked with an “*” additional detail is provided in the paragraphs which follow. • Rules of Use/ Policy guidelines • User accounts & security groups • Governance Model • Request Management Product (A-Z) Owner Customer Feedback tool NGH/14 Dial 7888, press #2* NGH/14 Distribution list NGH/14 Document Centre NGH/1 NGH/14, 12, 13 as relevant to their area e-Filing NGH/1 NGH/12, IT/1? ESC Handbook ESC Service Catalogue NGH/1 NGH/12 NGH/1 System: NGH/14 People: NGH/12 Document No: Issue No: Issue Date: Maintainer IT/2xx NGH-1-P001 1 Description Location Online survey a) embedded in Service Manager & automatically populated to end-users, and b) survey launched to all OLNG staff scheduled as per operational calendar Automated telephone service share with IT allowing end-users to connect with ESC staff posting a query or requesting a service To communicate a message to concerned parties List of all certified developers for communication purposes NGH/1, FIT?, People?, HR/IT net? Central storage for all NGH/1 team and business support related documentation Sharepoint Scanned personal files of all current and former Oman LNG staff – as required per law dn regulated through the OPPM Operating Manual detailing activities, tools, service agreements, parties involved of the Portfolio of standard service request (templates and instructions) for end-users and ESC staff. http://olngportal/ ngh/NGHdc/ngh3dc/default .aspx tbc ~IT service Catalogue Accessible through Ma’an Online 13 of 17 Page Print Date: 16/11/2019 Hard copy only valid on print date. Management of Training Provision FAQs NGH/14 Functional Mailbox* JD and JCP NGH/1 Ma’an Online* OPPM related: NGH/1; NGH/14 MyNAMA ERP HCM NGH NGH/1 MyNAMA ERP TnE NGH GA/1, NGH/14 MyNAMA ERP iXpense NGF NGH/4, NGH/3 NGH Intranet Website Operational calendar NGH NGH/14 System related: NGH/14 People related: NGH/12 NGH/1 NGH/141 Overview of all scheduled ESC maintenance activities such as (FAQ review, Ma’an update? …. saved in and monitored through calendar of the functional mailbox Spread sheet in Sharepoint activated through Operational Calendar NGH/14, IT/4 Jayadev? Microsoft software platform used by ESC staff to deal with incidents & problems (typically HR system related) raised by staff and manage tiered delivery of standard people services described in the ESC Service Catalogue. (The IT/4 Helpdesk is using the same tool but in a different configuration.) Tbc ESC Doc Centre System Center Service Manager (SCSM) NGH/2 System: NGH/14 People: NGH/12 Ngh/12&NGH /14 NGH/2 List of frequently asked questions (FAQ) and responses. Accessible thru Ma’an Online Common mailbox for staff in ESC in support of managing incidents and service requests Job descriptions (JD) and job competency profiles (JCP) designating the organizational position, responsibilities, required competencies and skills levels Centralized online location for staff to access documents & policies related to HR and other supporting info when engaging with the ESC (incl. FAQs, contact details, ESC service catalogue, etc.) Online human capital management system (HCM) integrated in Oman LNG’s Oracle business software solution MyNAMA ERP. Includes ESC supported sub-modules such as PMS, iRecruit, OLM, SSHR, Payroll and OTL Custom-build travel and expense claim system (TnE) integrated in MyNAMA ERP and based on OPPM policies. Operated by GA/1 staff and supported by ESC. Electronic expense claim system integrated in MyNAMA ERP. Owned by NGH, based on OPPM policies, supported by NGF tbc NGH/12 Material to on-board tier 1, tier 2 and tier 3 staff, as well as new OLNG staff (end-users) Process documentation HR CoE? Process flows, operational procedures and work instructions Document No: Issue No: Issue Date: http://olngportal/ wiki/hr/ Pages/Home.aspx ERP portal ERP portal ERP portal Link Training/ Comms Material 4.2. tbc Additional Product Descriptions NGH-1-P001 1 14 of 17 Page Print Date: 16/11/2019 Hard copy only valid on print date. Management of Training Provision Dial 7888, press #2 After dialling 7888 and pressing option #2 OLNG staff can reach ESC support staff by means of what is called a ‘hunting call group’, a method of distributing phone calls from a single telephone number to a group of several phone lines. The ESC hunting call group covers the phone numbers of all NGH/3 staff – excluding NGH/33+331 but including NGH/3. Hunting calls can be set up in different ways. The current logic followed will have all hunting group members prompted at the same time when a call is coming in. Whoever is available will pick up the phone to respond. The phone will not ring if you already have someone else on the line or your Lync status shows as busy or away. This logic was felt is best suited during the start-up phase of the ESC. Alternative approaches can be discussed and arranged for by IT/2 Frequently Asked Questions In the case of a procedural change, NHG/31, 32, 33 always has to check if it has an impact on the FAQ list. Ops calendar? MA’AN Online In the case Service Catalogue For each service request a work instruction (for the executer), a request instruction (for the requester) and request form (for the executer) is available. If changes to the standard request portfolio are identified, these are described and managed through the enhancement request process managed by NGH/31 (Systems) and NGH/32 (People). Governance Model The aim of the Governance Model document is to describe the processes, workflows, roles and responsibilities, the different levels of authority, change governance and stakeholders. If the procedures changes and it has impact on the governance structure, the Guardian has to update this document. This document is saved on xxx. Functional Mailbox All Tier 1 & Tier 2 ESC staff have access to the functional mailbox: • EmployeeSupportCenter@OMANLNG.CO.OM Having a shared mailbox requires procedures for proper use and storage. The purpose of this section is to describe the management and use of the functional mailbox in more detail. • • • • Mailbox Ownership: Every Tier 1& 2 member of the ESC team has access to the functional mailbox. The actual owner of the Functional Mail is NGH/3. Responsibility is delegated to NGH/32. Changing ownership and adding delegates are managed through the IT e-request portal. Mailbox management: The Mailbox Manager, a role within NGH/3, is responsible for managing the inbox of the ESC team. It is the responsibility of the Mailbox Manager to monitor the inbox, keep it tidy, process new service/incident mail items so they get logged/copied in the Service Manage Console within 1 working day and once logged are moved in the correct folder. Mailbox usage: All emails sent by ESC 1st and 2nd Line Support must be sent from the functional mailbox with a signature. Any email received to the personal mailbox must be forwarded to the functional mailbox with a CC: to the sender of the mail. Mail signature: All staff sending emails via the functional mailbox use the same signature under their emails. The standard signature is: Document No: Issue No: Issue Date: NGH-1-P001 1 15 of 17 Page Print Date: 16/11/2019 Hard copy only valid on print date. Management of Training Provision For further questions please do not hesitate to contact us. Kind regards, [ESC team member name] Employee Support Center Tel: 2554 7888, press option #2 Email: EmployeeSupportCenter@OMANLNG.CO.OM Intranet: http://olngportal/wiki/hr/Pages/Home.aspx • • Level 1 Folder structure & management rule: For simplification reasons a folder structure is established that makes it is easy for ESC staff to understand status and take appropriate action. Archiving: Folders are archived at the end of every year. Level 2 Level 3 Inbox 1. Logged Explanation/description Management rule All new mail arrives here Process mail immediately, keep as empty as possible All mail items logged in Service Manager tool are stored here … 1.1 Incidents …if identfied as ‘Indicident” 1.2 Service Requests … if identifed as ‘Service Request’ 1.3 Old data Reference only Data from Jan/Feb torage purpose only 2017; for 2. Other Communication Communication received not related to service requests or incidents 3. Standard Responses Standard responses to staff incl. attachments for easy re-use 3.1 Onboarding Related to onboarding… 3.2 Demob Related to demobilisation… Process immediately after case has been logged in Service Manager Leave as is or achive Process regularly Update if and when required [… add other folders as & when required] FIT HR/GA group – GA’s call People & Policy – Ahmed’ call Mahmood’s call Document No: Issue No: Issue Date: NGH-1-P001 1 16 of 17 Page Print Date: 16/11/2019 Hard copy only valid on print date. Management of Training Provision 5. Performance monitoring, evaluation and reporting 5.1. General The ESC monitors and reports its overall performance against a set of KPIs agreed with the xxxgovernance board on an annual/xxx basis. There are specific ESC performance KPIs and milestone targets, which are significantly influenced by Learning activities, as well as the financial KPIs. The KPI report can be seen at https://swwknowledge.shell.com/knowhow/livelink.exe?func=ll&objId=83848567&objAction=browse&sort=name The ESC’s Management Information System has the capability to provide a wide range of data. Searches on the MIS should be requested via the HRiT/IS officer. 5.2. Delivery versus Plan The ESC Dashboard is a tool to manage data and create management information reports. The Dashboard is updated on a xxx quarterly basis by the xxx with input and support from xxx. It can be viewed at: The Master Delivery Schedule for a year creates the baseline for reporting and is one of the key Learning inputs to the Dashboard. Actual performance against this baseline is determined from enrolment reports downloaded from the xxx. Adjustments to the MDS are noted in the Dashboard. Visual and tabular reports can be generated from the MIS against KPIs and variables, including: xxx 6. Appendices 6.1. Service Level Agreements *SLA HR *SLA GA *SLA Finance *SLA other 6.2. Rasci Charts *RASCI Incidents *RASCI Services *RASCI New Requests Document No: Issue No: Issue Date: NGH-1-P001 1 17 of 17 Page Print Date: 16/11/2019 Hard copy only valid on print date. Oman LNG L.L.C. GUIDELINE FOR This document contains X pages Documents Classification:By default all documents will be categorised as (Non-critical / confidential unless otherwise specified Risk Classification 1] Non-critical or 2] Critical Security Classification 1] Unclassified = No restriction – it could be shared to public. 2] Confidential = it should be shared with OLNG staff or 3] Restricted = it should be shared with selected staff. Procedure for TABLE OF CONTENTS 1 PURPOSE ………………………………………………………………………………………. 4 2 SCOPE …………………………………………………………………………………………… 4 3. DEFINITIONS ………………………………………………………………………………….. 4 3.1. ……………………………………………………………………………………………………………………….. 4 4. RESPONSIBILITIES ………………………………………………………………………… 4 4.1. ……………………………………………………………………………………………………………………….. 4 5. GUIDELINE ……………………………….. ERROR! BOOKMARK NOT DEFINED. 5.1. ……………………………………………………………………………………………………………………….. 4 6. OTHER CONSIDERATION ………….. ERROR! BOOKMARK NOT DEFINED. 7. REFFERNCES …………………………… ERROR! BOOKMARK NOT DEFINED. Document No: Issue No: Issue Date: Page 2of 4 Print Date: 16/11/2019 Hard copy only valid on print date. Procedure for ISSUE HISTORY Changes from previous issue are indicated in the table below Issue Description 0 First draft 1 1st Issue after approval Distribution: Custodian/Author Date This document is accessible though EDMS Controlled Documents Pyramid (CDP) Date: Signature: Approval Date: Signature: Authorisation Date: Signature Comments Received: CORPORATE • • • AUTHORISATION BY NG APPROVAL BY THE RESPECTIVE MT COMMENTS BY ALL MT NON CORPORATE • • • AUTHORISATION BY MT OR RESPECTIVE LINE MANAGER APPROVAL BY THE RESPECTIVE LINE MANAGER / EMT COMMENTS BY THOSE WITH RESPONSIBILITIES ASSOCIATED WITH THE PROCESS Document No: Issue No: Issue Date: Page 3of 4 Print Date: 16/11/2019 Hard copy only valid on print date. Procedure for 1 PURPOSE 2 SCOPE 3. DEFINITIONS 3.1. 4. RESPONSIBILITIES 4.1. 5. GUIDELINE 5.1. 6. OTHER CONSIDERATIONS 7. REFFERENCES Document No: Issue No: Issue Date: Page 4of 4 Print Date: 16/11/2019 Hard copy only valid on print date.
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