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Given that it is necessary to take a systematic and well documented approach to meet the standards or requirements of the Quality System, particular attention has been given in preparing the Operating Procedure so that it addresses all the major quality issues in the LO comprehensively. It provides useful and practical guidelines to assist the users in identifying and performing the appropriate set of actions for each Department and Section in the LO. This Procedure is not only intended for the company employees, but also serves as a useful guide for those who want to audit the organization on the requirements of ISO 9001-2008.It also focuses on performance standards of the employees in discharging their specific duties and responsibilities. The Procedure is mainly divided into 10 Clauses and each Clause has a number of subclauses. Clause 1 to 6 contain details that focus on the Managing Director’s duties and responsibilities, purpose and functions of all departments in the LO and their performance standards. Sub-clauses under Clause 1 to 6 mainly deal with the activities of the different Sections under each Department, specific tasks and responsibilities of Departmental Manager/Deputy Manager/Assistant Manager and all other personnel in the LO.Clause 7 and 8 describe the function and responsibilities of SLO and the Field Office. Subclauses under these two Clauses contain job descriptions of these two organizations operating under the direct supervision of the LO. Flow charts of working procedure of each department and SLO give clear insights into the specific functions and responsibilities of these departments and the SLO. Before beginning the preparation and present of any firm’s Operational activities, it is necessary to specify the objectives off the processes.This is the key element in the improvement in productivity in businesses around the world. Creating a competitive advantage through operation requires an understanding of how the operations function contributes to productivity growth. However, our objective is to present competitive advantage through operation management of the company. 1. 1. Origin of the Report Lt. Col. Showkat Ali, psc, Course Instructor of Operation Management (EO-702), has authorized this report in writing, as part of the course curriculum.This is a group assignment which is assigned by the Instructor after series of class lectures and presentations. 1. 2. Objectives of the Study We were directed to study out the Operation Management on aspect of Operations Procedure of Bureau Veritas (BIVAC) Bangladesh Ltd. relates real life event with theoretical knowledge. This report has two objectives are: Firstly, to partially fulfill the requirement of Evening MBA course curriculum and lastly, to provide a general description about “The Operations Procedure of Bureau Veritas (BIVAC) Bangladesh Ltd. ” 1. . Scope of the Study This report discussion is regarding Operations Procedure of Bureau Veritas (BIVAC) Bangladesh Ltd. in regards to operational activities contain a wealth of useful information regarding the Operational position of a company, the success of its operations, the policies and strategies of management, and insight into its future performance. 1. 4. Limitations of the Study Like any other study, sometimes it was difficult to collect various data of related topics and high security is strictly maintained when information disseminate to outsiders. . 5. Methods of Collecting Information The amount of information are gathered from Companies Operation procedure, websites, others related links to the Bureau Veritas (BIVAC) Bangladesh Ltd. , etc. which all are used as secondary sources. 1. 6. Report Preview This report has got three parts where first part termed as INTRODUCTORY part that covers the overall research procedure of the report. Second part termed as OPERATING PROCEDURE FOR THE BANGLADESH LIAISON OFFICE of Bureau Veritas (BIVAC) Bangladesh Ltd. , was described.Second part has ten sub-part starts from 2 to 6 with Managing Director’s duties and responsibilities, following operation department and its procedures of sub departments then describing Quality, Legal Affairs and Claims Department, Finance and Control Department, Information Technology Department, Office Administration Department. Sub-clauses under Clause 2 to 6 mainly deal with the activities of the different Sections under each Department, specific tasks and responsibilities of Departmental Manager/Deputy Manager/Assistant Manager and all other personnel in the LO. Final part contained SUMMARY, CONCLUSION & RECOMMENDATION.OPERATING PROCEDURE FOR THE BANGLADESH LIAISON OFFICE [pic] This document describes the working procedures of the Bangladesh Liaison Office (LO) for executing the Government mandated PSI program. The document also outlines the organizational structure, specific tasks and responsibilities of various departments including their performance standards. This procedure is consistent with Government of Bangladesh SRO Number 255/AIN/2002/1973/SHULKA dated, September 19, 2002 and the policies of the Bureau Veritas Group, and its network for conducting government mandated PSI programs.The LO, Bureau Veritas (BIVAC) Bangladesh Limited is the principal office in Bangladesh for administering the government mandated PSI. The main office is located in Dhaka and its address and other details are: Bureau Veritas (BIVAC) Bangladesh Limited 84, Kazi Nazrul Islam Avenue Farmgate, Dhaka-1215 Bangladesh Telephones: (880-2) 9112183 (hunting), 9129031, 9127714, 9133117, 9129724, 9132675, 9129723, 9139160, 9132817, 9132843, 9132957 Fax: (880-2) 8117891, 9126486, 8143529 General E-mail: bivac. [email protected] bureauveritas. com In addition to the office in Dhaka, there is a Sub-Liaison Office (SLO) in Chittagong, and Field Office in Khulna.The Managing Director (MD) has the overall responsibility for the management of these offices and to ensure that functioning of these offices are compliant with the policies and procedures of the Bureau Veritas Group and the Laws of Bangladesh. The Sub-Liaison Office and the Field Office are managed by the respective managers who report to the MD. The LO is organized in five departments, and each department is headed by a departmental manager who reports to the MD. The departments are: 1. Operations Department. 2. Quality, Legal Affairs and Claims Department. 3. Finance and Control Department. 4. Information Technology Department. 5.Office Administration Department. [pic] Process Flow Chart: 01 [pic] Process Flow Chart: 02 2. 1. Managing Director’s Duties and Responsibilities The MD reports to the general management of Bureau Veritas Group in Paris and has overall responsibility for ensuring that the LO accomplishes its tasks. In absence of the MD, nominated Manager shall look after the affairs of the LO. His/her specific responsibilities are: ? Ensure that all employees strictly abide by the Government of Bangladesh (GOB) rules and regulations, orders and laws issued for mandatory PSI program as well as the policies and procedures of the Bureau Veritas Group. Ensure that LO plays a significant part in fulfilling BV Group’s contractual obligations to GOB. Represent Bureau Veritas Group to the concerned authorities of GOB. ? Responsible for the overall financial management of the Liaison Office as well as the collection and remittance of all payments. ? Maintain close liaison with the National Board of Revenue (NBR), Customs Authorities and different chambers of commerce. ? Inform the Head Office (HO) and concerned RCs immediately about any change/modification in the legislation/order/rules/regulations of the government mandated PSI program. Keep the contract co-ordinator at the HO informed about problems pertaining to the contract. ? Deal with complaints according to the relevant provisions of the SRO as well as the Group’s procedure (GSD PG 06) and notify HO immediately about complaints. ? Responsible for implementation & ensure of the internal Operating Procedure in view of the Government Order of the mandatory PSI program, other relevant rules and regulations and local conditions. ? Ensure that quality standards of procedures are in accordance with the standards set by the BV Group and consistent with the Group’s global ISO 9001 certification. Responsible for recruitment, training, motivation, appraisal and monitoring of all employees of the LO. ? Ensure that all individuals in the LO maintain business confidentiality while performing their professional duties and get the “confidentiality statement” signed by each staff member. ? Responsible for implementation of Quality System and BV Group Compliance Program (Code of Ethics) in the LO. ? Responsible for successful implementation of BV Business Model in the LO. 2. 2. Operations Department The Operations Department is headed by the Operations Manager who reports to the MD.The department is responsible for processing inspection requests received from different commercial banks. The department has the following four sections, and each section is headed by an Assistant Manager/In-Charge. ? Import Document (ID) Processing Section. ? Co-ordination Section. ? Certificate Control Section. ? Dispatch and Importer Relations Section. In absence of the departmental manager, the Deputy Manager shall be responsible for the activities of the department. In absence of both the managers, the Assistant Manager shall look after the affairs of this department. . 2. 1. Manager – Responsibilities ? Ensure that the Bangladesh LO process inspection requests according to GOB order and Group’s procedures to accomplish the operational requirements and objectives of the program. ? Ensure that all personnel of the Operations Department are conversant with the rules and orders of GOB’s Mandatory PSI program. ? Co-ordinate with the global network of Bureau Veritas Group to ensure that inspections are performed and certificates are issued in the form and manner, and within the time limits stipulated in the PSI contract. Be fully conversant with all SROs on Mandatory PSI program, BV and Group’s procedures including instructions on Valuation, Customs Coding, and other related instructions that have a bearing on operations. ? Ensure that the Operations Department accomplishes its mission and all its tasks. ? Ensure that no individual of the department is engaged in such activities that may be viewed as collusion with importers or may be regarded as violation of the “Code of Ethics” of BV Group and the SRO issued for the implementation of Government mandated PSI contract. Assess training needs on operational issues and make recommendations for arranging such training. ? Identify all weaknesses/problems in the department and take appropriate corrective actions after consultations with the MD. ? Keep the MD abreast with the functioning of the department. In case of problems, notify MD immediately. ? Ensure the accurate preparation of periodic operational reports for Bureau Veritas Group and the NBR. ? Appraise the performance of Deputy Manager/Assistant Manager/In Charges/Executives of the department and recommend annual increments and performance bonus to the MD. Ensure confidentiality of business information in handling of PSI documents by departmental personnel. [pic] Process Flow Chart: 03 ? Ensure that the department meets ISO 9001-2008 certification standards. Specifically, this involves: • All personnel of the Operations Department are fully conversant with their job description, procedures and the quality systems. • Ensure prompt response on queries relating on PSI files. • Maintain appropriate documentation according to the Quality Procedures. • Ensure strict compliance of the rules of Code of Ethics by all individuals of the department. Maintain database for BV holograms received from the HO entering the details such as, current stock, used stock and also destroyed stock. 2. 2. 2. Deputy Manager – Responsibilities ? Assist the Manager in running the department. ? Be fully conversant with all SROs on Mandatory PSI program, BV and Group’s procedures including instructions on Valuation, Customs Coding, and other related instructions that have a bearing on operations. ? Be fully conversant with H. S. classification and custom duty and taxes ? Identify all weaknesses/problems in the department and take appropriate corrective actions after consultations with the Manager.The Deputy Manager has the following specific responsibilities in the Certificate Control Section of the Operation department. ? Ensure that the Certificate Control Section conducts its routine activities according to the scheme attached titled “Certificate Control Section – Working Procedures”. ? Provide assistance/suggestions to RCs regarding HS classification in case of error in HS Code in draft CRFs/NNRFs. ? If the draft copy of the CRFs/NNRFs contains mistakes, notify the relevant RC so that they can initiate corrective actions accordingly. Send reminders to the RCs if corrective actions are not taken within 24 hours. ? Ensure that e-mail/bank copies of the certificates are delivered to the Dispatch Section with proper endorsement and hologram. ? Ensure strict confidentially of business information of importers. Under no circumstances shall information about one importer be revealed to another importer. ? Ensure that Certificate Control Section is out of bound to all visitors at all times. ? In the absence of the Manager, the Deputy Manager shall ensure that BV holograms are kept under lock and key. . 3. Import Document Processing Section The main task of this section is to initiate Pre-Shipment Inspection Orders (PIO) to various RCs in different countries of the BV network. Assistant Manager heads this section and reports directly to the Operations Manager. It is the responsibility of the Assistant Manager to ensure that this section meets its performance standards and fulfils its responsibilities. In absence of the Assistant Manager, the In-Charge of this section shall be responsible for the activities of the section.The individuals of this section shall perform the following tasks. ? Receive all pertaining documents to Inspection Orders from Verification Section. ? Check the correctness of information provided in import documents according to the Import Document checklist. ? If OK, transfer PIOs to RCs within 24 hours allocating ID number with necessary advise through ATLAS. Send scanned copies of PIO, L/C and P/I or indent through Lotus Notes. ? If documents are not OK, notify concerned banks within 24 hours requesting necessary corrections. 2. 3. 1. Assistant Manager – Responsibilities Ensure that the ID Processing Section conducts its routine activities according to the attached titled “Import Document Processing Section – Working Procedures. ” ? Ensure transmission of all PIOs to the appropriate RC of the BV network within one working day of the receipt of the file/documents from the Verification Section through AS400/ATLAS. ? Ensure that all entries in the PIO are correctly entered in the system. ? Ensure that the H. S. description of goods and H. S. Code in the PIO conform to the First Schedule to the Customs Act, 1969. Ensure that all files have the correct documentation, and the documents comply with the instructions outlined in Mandatory PSI rules and this Procedure. ? Be fully conversant with all GOB regulations relating to the Mandatory PSI Scheme. ? If there are multiple items in a PIO pay special attention to: • Break down of C&F price per line item. • Applicable H. S. Code per line item. ? Ensure that after the transmission of PSI Order through AS400, L/C copy, Proforma Invoice (PFI) and PIO are scanned and transferred to concerned RC through Lotus Notes within one working day of the receipt of the file. Ensure that RCs are notified regarding statutory labelling and other requirements under the GOB’s current Import Policy Order at the time of transmitting those scanned documents through Lotus Notes. ? Ensure that amendments are scanned and transmitted to respective RC through Lotus Notes within one working day of receipt. 2. 3. 2. Executive/Staff – Responsibilities ? Check and ensure all Import Documents are according to checklist. ? Enter correct entries in PIOs. ? Transmit all PSI Orders to the appropriate RC of the BV network through AS400 within one working day of receipt of file/documents from the Verification Section. Enter full commercial details of item in PIOs including brand, article number, and model number, physical and chemical properties (if applicable). ? Check and ensure that the documents related to imports are complaint to the Import Policy Order. Check and ensure that the H. S. description of goods and H. S. Code in the PIO conform to the First Schedule to the Customs Act, 1969. Applicable H. S. Code per line item. ? If any minor discrepancy found at the time of checking the import documents then the concerned In-charge/Executive resolve the problem contacting with the concerned person of the bank/importer over phone.If there is any major discrepancy that cannot be solved over phone, the concerned In- charge/Executive send back the import documents to the L/C issuing bank with a cover letter mentioning the problem (s). ? Keep records of daily work in prescribed format. 2. 3. 3. Import Document Executive/Staff – Responsibilities ? Scan and transmit all relevant documents (PIO, L/C & Pro-forma Invoice/Indent) to the appropriate RC through Lotus Notes within 24 hours after transmission of PIO through ATLAS. ? Transmit all the amendments to respective RCs within 24 hours after transmission of the amendments of PIOs through Lotus notes.Notify the RCs regarding statutory labelling requirements under the GOB’s current Import Policy at the time of transmitting the PIO. 2. 4. Co-ordination Section The Co-ordination Section is responsible for maintaining close liaison with RCs of the BV network and ensuring that the RCs have all the relevant information to conduct inspection and issue correct certificates. The section is headed by an In- Charge/Assistant Manager. The Assistant Manager is responsible for ensuring that this section meets its performance standard, fulfils its responsibilities. The individuals of this section shall perform the following tasks. Respond to queries relating to inspection and issuance of CRFs/NNRFs from importers and Customs. – Co-ordinate within the Departments/Sections of the LO and Sub LO and also with the RCs to resolve problems relating to PSI files. – Receive L/C amendments from banks and make necessary amendments to PIOs and send these to RCs. – There shall be a close coordination among Co-ordination, Certificate Control and Dispatch and Importer Relations Section for exchange of information. This Section shall provide prompt feedback to Importer Relations Section on importer queries. [pic]Process Flow Chart: 04 2. 4. 1. In-Charge/Assistant Manager – Responsibilities ? Assist RCs in understanding GOB’s Mandatory PSI scheme, its rules and obligations. ? Respond immediately to queries received from RCs, Sub Liaison Office, Field Offices and Customs. ? Respond to bank/importer queries regarding the status of a file from system database or after obtaining the necessary information from RCs. ? Ensure that the amendments are transmitted to respective RCs. ? Communicate bank/importer for amendment/correction in case of mistakes detected in the amendment and relevant documents. Prepare query reports from ATLAS database on request from other Sections or Departments. ? Ensure strict confidentiality of business information of importer. Under no circumstances shall information about one importer be revealed to another importer. ? Co-ordinate with RCs before replying Importers/Customs queries. 2. 4. 2. Executive – Responsibilities ? Respond immediately to queries received from RCs and importers. ? Request banks/importers immediately for amendment in case of mistakes detected by RCs. ? Send reminders to the RCs/banks/importers if corrective actions are not taken within 24 hours. Prepare daily report on processing L/Cs and dispatch of CRFs to Customs/ issuing Bank. 2. 4. 3. Executive (Amendment) – Responsibilities ? Receive amendments from bank/importer and update system as per the amendment. ? Forward the file to the Import Document Executive/Staff to send the scanned copies of amendments to respective RC/PIC. ? Contact banks/importers and collect amendments and relevant documents, if not received on time. ? Send reminders to the banks/importers if amendments are not received within 24 hours. ? Co-ordinate with other sections of the Operations Department/SLO (Chittagong) regarding amendments. Request bank/importer immediately for corrective actions in case of mistakes detected in the amendment and relevant documents. ? Keep records of daily work in prescribe format. 2. 5. Certificate Control Section The principal task of Certificate Control Section is to ensure that entries of issued CRFs are error free. The Deputy Manager/Assistant Manager of Operations department has the responsibility of ensuring that the section meets performance standards and fulfils all its responsibilities. The individuals of this section shall perform the following tasks. ? Receive draft copy of CRF/NNRF from RCs through ATLAS / Lotus Notes. Print and check the clerical errors in draft CRFs/NNRFs. ? Send modification requests to RCs if correction is required. ? Approve the draft if no correction required. Deliver e-mail and Bank copies of CRFs/NNRFs to Dispatch Section. 2. 5. 1. Asst. Manager – Responsibilities ? Check and ensure that the draft CRFs/NNRFs show correct entries. ? Ensure that 20 entries of CRF are consistent with the L/C, Pro-forma Invoice, the First Schedule, Import Policy, PSI rules and the Customs Act. ? In case of discrepancy, inform the Deputy Manager immediately to take necessary steps. If the draft copy of the CRFs/NNRFs contains mistakes, notify the relevant RC so that they can initiate corrective actions accordingly. ? If draft copies are correct, also notify the respective RCs accordingly. ? Ensure that the e-mail/bank copies of CRFs are delivered to the Dispatch Section within one working day with proper endorsement and hologram and report to Deputy Manager/Manager accordingly. ? Request RCs immediately for re-issuance regarding mistakes detected by Importer/Banks after issuance of CRF. ? Be fully conversant with HS classification and customs duty and taxes. Handle communication regarding re-issuance of CRFs/NNRFs. ? Maintain close liaison with the Quality, Legal Affairs and Claims Department. ? Keep records of daily work in prescribe format. 2. 5. 2. Executive – Responsibilities ? Make list of CRFs/NNRFs for which draft copies to be printed by using Atlas filter and message received through Lotus Notes from different RCs. ? According to the list, print draft copies of CRFs/NNRFs. ? Check and ensure that the draft CRFs/NNRFs show correct entries. ? In case of discrepancy, inform the Team Leader/Assistant Manager/Deputy Manager immediately to take necessary steps. If draft copies are correct, inform Team Leader/Assistant Manager/Deputy Manager to notify the respective RCs accordingly. ? Ensure that the e-mail/bank copies of CRFs are delivered to the Dispatch Section within one working day with proper endorsement and hologram and report to Assistant Manager/Deputy Manager accordingly. [pic] Process Flow Chart: 05 ? Inform Team Leader/Assistant Manager/Deputy Manager to request RCs immediately for re-issuance regarding mistakes detected by Importer/Banks after issuance of CRF. ? Maintain daily list of used BV hologram. Be fully conversant with HS classification and customs duty and taxes. ? Handle communication regarding re-issuance of CRFs/NNRFs. ? Maintain close liaison with the Quality, Legal Affairs and Claims Department. ? Keep records of daily work in prescribe format. 2. 6. Dispatch and Importer Relations Section The principal task of Dispatch and Importer Relations Section is to ensure the submission of email/original and bank copy of CRFs/NNRFs to the respective customs house/station and L/C opening bank within the stipulated time. The Dispatch Section is headed by an Asst.Manager who reports to the Operations Manager/Deputy manager. In absence of the Asst. Manager, the nominated person shall be responsible for the activities of the Section. The individuals of this section shall perform the following tasks. – Receive e-mail copy of CRFs/NNRFs from Certificate Control Section (CC). Also receive original copy of CRFs/NNRFs from RCs. – Forward customs copy and bank copy of CRF to relevant customs houses/ stations and bank within 24 hours. – Notify ID Numbers to importers/banks within 24 hours after transmission of PIOs. – Ensure that “Complain Forms” are made available to importers if they need it. Maintain close liaison with the ID, Certificate Control and Co-ordination Section. 2. 6. 1. Asst. Manager – Responsibilities ? Supervise work of the personnel and ensure that they accomplish tasks on deadline. ? Ensure that the original, e-mail and bank copy of CRF/NNRF is dispatched to customs and L/C opening bank within 24 hours. ? Ensure appropriate entries in the database at the time of dispatch of e-mail/ original /bank copies of CRFs/NNRFs. Inform the respective RC/PIC regarding delay in sending the original CRFs/NNRFs. ? Contact with the respective RC/PIC regarding incorrect original CRFs/NNRFs (If any). Ensure that the importers obtain information regarding the transmission of the ID numbers within one working day. ? Issue letter to the respective customs house/station to transfer the CRF/NNRF in case of change in port of discharge after getting written request from the importers. [pic] Process Flow Chart: 06 Attend to importer problems that the Dispatch or Importer Relations Staff is unable to handle. ? Be fully conversant with the rules of the mandatory PSI scheme. ? Maintain close liaison with the ID, Certificate Control and Co-ordination Section. 2. 6. 2. Executive, Importer Relations – Responsibilities Notify ID reference numbers within 24 hours after electronic transmission of inspection requests by fax/e-mail/phone/courier. ? Provide information to importers on queries related to inspection and procedural issues urgently. ? Notify immediately to the section/department concerned of any importer complain regarding delay or other related matters. ? Attend queries from importers on telephone and in person regarding ID and CRFs/NNRFs. ? Assist importers in finding the right individuals of the company for discussing their problems relating to PSI files. 2. 6. 3. Dispatch Executive/Staff – Responsibilities Make appropriate entries in the database immediately after receiving the original CRFs/NNRFs from RCs. ? Make appropriate entries in the database at the time of dispatch of email/ original/ bank copies of CRF/NNRF. ? Dispatch email/original CRF/NNRF to the respective custom house/station within 24 hours directly and also through the Sub-Liaison/Field Office with signed cover letters and dispatch lists. ? Attend to importers who need endorsed final invoice and packing list. ? Dispatch bank copies of CRF/NNRF to the respective L/C opening banks with signed cover letter within 24 hours after receiving the file from Certificate Control Section. . Quality, Legal Affairs and Claims Department The purpose of having the Quality, Legal Affairs and Claims Department in the LO is to take timely and appropriate steps to resolve disputes, settle claims with importers and Customs Administration according to the Stipulations/Procedures as laid down in the PSI Rules, 2002 and the Customs Act, 1969. The Quality, Legal Affairs and Claims Manager is responsible for this department. The department has four sections, namely, the Customs Claim Section, the Importers Claims Section, the Verification and Physical Examination Section and the Quality Management Section.In absence of the Departmental Manager, the Deputy Manager shall be responsible for the activities of the department. In absence of both the Managers, nominated Section In-charge shall look after the affairs of this department. The individuals of this department shall perform the following tasks – – Receive and process importer and customs claims. – Respond to NBR queries on matters relating to PSI. – Respond to importer and customs claims based on the response received from RCs. – Notify Finance and Control department of the LO about justified claims to be forwarded to the HO. After giving written response to customs show-cause notices, attend personal hearings at customs. – Attend meetings at the Review Committee to resolve disputes arising out of CRFs/NNRFs. – Attend monitoring committee meeting at the NBR and Customs. – Attend hearings at Appellate Tribunal to defend cases arising out of CRFs/NNRFs. – Assist company attorney(s) in filing appeals, Writ Petitions etc. to the Honourable High Court Division of the Supreme Court. – Translate all SROs, rules/regulations of the mandatory PSI program and forward to the Head Office for circulation to the BV network. Perform all tasks relating to the Quality Systems. – Prepare and maintain all files relating to Quality Systems. – Maintain all records relating to Quality Systems and BV Code of Ethics. – Organize training session on “Code of Ethics” for all personnel in the LO. – Organize local and foreign trainings for the customs officers as per the requirements of the PSI Rules. – Arrange and co-ordinate all inter-departmental training programs. 3. 1. Manager – Responsibilities The performance standards and the responsibilities of the Manager, Quality, Legal Affairs and Claims are: Ensure timely response to queries from National Board of Revenue (NBR) relating to the Mandatory PSI Program. ? Organise local and foreign training programs for the customs officers in accordance with the requirements of the PSI Rules in consultation with the MD. ? Ensure that claims are dealt and resolved according to the procedure and time limit stipulated under SRO Number 255/AIN/2002/1973/SHULKA dated, September 19, 2002, the PSI Rules. [pic] Process Flow Chart: 07 ? Ensure that the company does not incur penalties for undue and unjustifiable reasons. Notify MD about all claims arising out of the Mandatory PSI Program. ? Advise the MD on resolution of all disputes and claims. ? Maintain the Central Registry of Bangladesh PSI Rules and Regulations and notify all concerned immediately of any change/modification in the rules/regulations of the Mandatory PSI Program. ? Be the central resource person on matters relating to the Customs Act, SRO, Import Policy and other relevant regulations of GOB, Customs Classification, GATT Valuation methodologies and duties. Organise training on the above matters. ? Analyse claims after filing, and prepare response.Seek MD’s approval before dispatch of response to customs in case of potential claims. ? Notify the BV Group Legal and Quality Manager about substantial penalty having as per the procedures. ? Attend hearings at customs in case of major disputes. ? Attend Review Committee (RC) proceedings in case of major disputes. ? Recommend to MD regarding the use of outside attorneys on cases having substantial penalty. ? Attend Appellate Tribunal (AT) hearings in case of major claims. ? Update the Head Office (HO) regarding the status of customs claims and penalties as per GSD PG 06 in consultation with the MD. Co-ordinate with the attorneys to ensure timely filing of Writ Petitions or appeals to the Honourable High Court Division of the Bangladesh Supreme Court. 3. 2. Deputy Manager – Responsibilities The Deputy Manager is responsible for supervising the activities of the Customs Claims and Importers Claims Section. He is also responsible for the functions of the department in absence of the Manager. In absence of the Deputy Manager, the nominated person shall be responsible for the activities of these sections. ? Ensure that claims are dealt and resolved according to the procedure and time limits stipulated in the SRO. Analyze claims after filing and prepare response on customs claims, queries in consultation with the Manager. ? Attend hearings at customs. ? Attend Review Committee (RC) proceedings. ? Attend Appellate Tribunal (AT) hearings. ? Attend hearings at Commissioner Appeal’s office. ? Ensure that the department maintains strict confidentially of business information of importers. Under no circumstances shall information about one importer be revealed to another importer. ? Maintain liaison with outside attorneys. ? Update the Manager regarding status of penalties and claims. Assist and advise SLO and the Field offices in attending customs hearings and Review Committee Proceedings. ? Assist the Manager in tasks relating to Quality System. ? Be fully knowledgeable about Customs Duty, VAT and other taxes. ? Be fully knowledgeable on all BV Quality Procedures and Manuals. ? Be proficient in the interpretation of the Customs Act, SROs, Import Policy Order, other relevant regulations of GOB, Customs Classification, GATT Valuation methodologies etc. 3. 3. Customs Claim Section This section is responsible for processing customs claims.Currently three individuals are working under the supervision of a Deputy Manager who reports to the Manager of the department. The In-Charge/Executive of this section shall ensure that the section meets performance standards and fulfils its responsibilities. 3. 3. 1. Senior Executive/Executive – Responsibilities ? Acknowledge receipt of claims with time and date. ? Notify relevant RCs within 24 hours about the nature of the complaint and seek necessary documents/information such as, price analysis sheet, inspection report, photographs etc. to respond to the claim. ? Follow up with RCs so that replies reach the LO within two working days. Give reminders to RCs if replies are not received within two working days. ? On receipt of the necessary information from the RC, prepare written response in consultation with the Deputy Manager. ? Ensure the dispatch of written response on time. ? Update Deputy Manager regarding the status of customs claims and penalties. ? Prepare relevant documents/files and brief the Deputy Manager for hearings at the AT. ? Assist Deputy Manager in preparation of customs hearings. ? Attend hearing at Customs Houses/Commissioner Appeal/Appellate Tribunal in absence of Deputy Manager. ? Prepare draft appeal memo. Ensure filing of appeals to the Commissioner Appeals or Appellate Tribunal within three months from the date on which the penalty order was issued by customs. ? Update penalty database. Find cases from the database against which appeals to be referred at Commissioner Appeals or Appellate Tribunal. ? Advise and assist the SLO and the Field Office on all matters relating to customs hearings. ? Maintain records of all documents from NBR, AT and customs relating to PSI. [pic] Process Flow Chart: 08 ? Generate monthly reports on claims and penalties; prepare quarterly penalty report as per GSD PG 06 for the Head Office. Be proficient in the interpretation of the Customs Act, SRO, Import Policy Order and other relevant regulations of GOB, Customs Classification, GATT Valuation methodologies etc. ? Translate all SROs and relevant government order/instruction. ? Prepare draft for response to legal notice. 3. 4. Importers Claim Section This section is responsible for processing importers claims. Currently two individuals are working under the supervision of a Deputy Manager who reports to the manager of the department. The In-Charge/Executive of this section shall ensure that the section meets performance standards and fulfils its responsibilities. . 4. 1. Senior Executive/Executive – Responsibilities ? Acknowledge receipt of claims with time and date. ? Notify relevant RCs within one working day about the nature of the complaint and seek necessary documents to respond to the claim. ? Follow up with RCs so that they reply within two working days. ? Give reminders to RCs if replies are not received within 24 hours. ? Respond to importers within two working days based on the information/ documentation received from RCs in consultation with the Deputy Manager. ? Ensure the timely dispatch of written response. Assist and advice SLO and the Field Offices on all matters relating to importers claim. ? Attend importers in person or on phone. ? Maintain and update importer claim database. ? Be proficient in the interpretation of the Customs Act, SRO, Import Policy Order and other relevant regulations of GOB, Customs Classification, GATT Valuation methodologies etc. ? Assist SLO in attending Review Committee (RC) proceedings. ? Prepare relevant documents/files and brief the Deputy Manager for Review Committee (RC) proceedings and also hearings at the AT. ? Maintain and update Review Committee database. . 5. Verification and Physical Examination Section The Verification and Physical Examination Section is headed by an In-Charge/Supervisor who reports to the Manager, Quality, Legal Affairs and Claims. One of the main tasks of this Section is to verify the genuineness of L/C and also correctness of TIN and VAT registration numbers of importers. [pic] Process Flow Chart: 09 Therefore, it is important that these individuals be courteous and maintains good relations with banks and relevant government departments in course of accomplishing their tasks.The other important task of this Section is to represent Bureau Veritas during physical examination of import consignments selected as per the PSI Rules, 2002. In addition to the inspectors in the LO, the Sub Liaison Office and the Field Offices have separate team of inspectors to witness physical examination. The In-charge of this Section shall ensure that the Section meets performance standards and fulfils its responsibilities. In absence of the In-Charge/Supervisor, the nominated persons shall be responsible for the activities of the section. The individuals of this section shall perform the following task ?Receive documents pertaining to Pre-shipment Inspection Order (PIO). ? Verify L/C with banks and verify TIN/VAT registration numbers with NBR database and fill out the checklist. ? If L/C, TIN and VAT are found OK, send the documents immediately to the ID section for generating PIOs. 3. 5. 1. In-charge Verification and Physical Examination – Responsibilities ? Supervise work of the personnel and ensure that they accomplish tasks on deadline. ? Ensure that all details of L/Cs are entered correctly in the verification database. ? Ensure that concerned individuals verify TIN and VAT registration numbers with the NBR database. Ensure that all daily, weekly and monthly reports are prepared correctly and other departments of the LO receive these on time. ? Ensure that concerned individuals keep track of physical examination conducted in customs houses/stations and also ensure the availability of individuals at the time of such examinations. ? Ensure that examination reports are correctly prepared and placed before the Manager and the MD on time. ? Ensure that individuals concerned are fully conversant with the procedures of physical examination. ? Bring Manager’s immediate attention to any problem relating to physical examination. Ensure that all records regarding physical examination conducted are maintained properly and correctly. 3. 5. 2. Verification Executive – Responsibilities ? Collect TIN & VAT database from the NBR. ? Collect necessary documents from the NBR. ? Verify TIN and VAT registration numbers of the importers with the NBR database. ? Notify importers immediately about problems of L/C, TIN and VAT if any. ? Send reminders regarding L/C, TIN and VAT problems if the corrective actions are not taken within two working days. ? Update details of L/Cs in the verification database. ? Assist the In-charge in preparing refusal letter to banks. Attend to importer queries regarding TIN, VAT and L/C. 3. 5. 3. Physical Examination Executive – Responsibilities ? Attend physical examination in different custom houses/stations when notified by the customs as per the PSI Rules, 2002. ? Draw samples of the inspected goods if drawn by the customs. ? Prepare and submit duly signed examination report. ? In case of discrepancy in physical examination, bring it to immediate attention of the Incharge/Supervisor. ? Draw customs attention to any deviation from the recommended procedure at the time of witnessing physical examination at customs. . 6 Quality Section This section of the LO is responsible for all matters relating to Quality System. Currently one individual is working under the supervision of the Manager, Quality, Legal Affairs and Claims. The principal task of this section is to ensure that while carrying out their duties, LO personnel adhere to the Quality Standards as defined in the Quality Policies of the BV Group. The Deputy Manager, Quality and Legal Affairs also works as the Deputy Manager of this section and in absence of the Manager, he will be responsible for the activities of this section.In order to have an effective Quality System in the LO, it has constituted a “Quality Committee” headed by the Managing Director and Quality Manager as its Member Secretary. All departmental managers including the Deputy Manager of the Quality Department shall be the members of the committee. The Committee shall ensure the following: • Review previous action plans to monitor quality of services. • Identification of problems that hindered smooth execution of previous action plans. • Recommend for further improvement in the existing Quality System. Organize Annual Management Review Meetings and ensure that objectives of such reviews are fulfilled. Functions and responsibilities of this Section are – ? Prepare, amend or modify the internal Operating Procedure describing the following: • Organizational structure • The working process of each department • Specific tasks and responsibilities of the employees • Performance standards of the personnel [pic] Process Flow Chart: 10 ? Ensure that LO personnel strictly adhere to all quality procedure as laid in BV Group, GSD/CDG Quality Manuals and Procedures. Ensure monitoring quality of services, implementation and traceability of the steps taken. ? Register and report complaints and claims as per GSD/PG 06. ? Ensure follow up and settlement of complaints in accordance with the procedures and in consultation with the Legal Manager. ? Issue Corrective Action Requests or Non Conformity Reports as preventive measures. Also, ensure that all reported non-conformities have been corrected. 3. 6. 1. Executive – Responsibilities The Executive- in-charge of the Section shall assist the Manager and the Deputy Manager in performing the tasks as laid down above.The Executive, Quality Section has also the following responsibilities: ? Be fully conversant with all SROs, pertinent rules/ regulation of the Bangladesh Mandatory PSI Scheme. ? Be fully conversant with all BV Group CDG/GSD Quality Procedure and Manuals. ? Be proficient in interpreting the rules of Quality System and devise effective means/ plans for successful implementation of the System. ? Be proficient in the interpretation of the Customs Act, SRO, Import Policy Order and other relevant regulations of GOB, Customs Classification GATT Valuation methodologies etc. ? Maintain all records/documents relating to Quality System. Assist in preparing annual training and monitoring plan and arrange training sessions for LO personnel in consultation with the Manager and Deputy Manager. ? Distribute relevant Quality Manuals to LO personnel when necessary. [pic] Process Flow Chart: 11 [pic] Process Flow Chart: 12 4. Finance and Control Department The Finance and Control Department is headed by the Manager who reports to the MD and is responsible for timely billings, collections, payments, remittance, records and management reports and other financial matters. The department shall have the following four sections each headed by an Accountant. Receivables and Payables section ? PSI Billing section ? Reports section ? Petty cash section In absence of the Departmental Manager, the Deputy Manager shall be responsible for the activities of the department. 4. 1. Manager – Finance and Control – Responsibilities ? Ensure smooth functioning of the department by proper implementation of the accounting information system. ? Ensure timely submission of PSI bills to relevant customs houses. ? Alert MD if PSI bill has not been received on time. ? Ensure that after receipt of PSI bill, remittance takes place on time through the banking channels. Ensure that financial records are entered accurately and on time. ? Ensure timely and meaningful management reports. ? Ensure timely preparation and transmission of all Management Reports to BIVAC International. ? Maintain close liaison with the company’s bankers. ? Prepare periodic capital and revenue budgets. ? Ensure that monthly financial statements are prepared accurately and on time. ? Ensure that the MD gets correct routine reports from different section at appropriate time. ? Identify all weaknesses in the department and take appropriate corrective actions after consultation with the MD. Advise MD on financial matters. ? Deal with matters related to annual statutory audit, BV group financial audit, regular filing of income tax and VAT return. Also, deal with litigation on income tax, VAT, etc. ? Ensure that no individual of the department is engaged in such activities that may be viewed as collusion with importers or may be regarded as violation of the SRO issued for the implementation of Government PSI Scheme. 4. 2. Deputy Manager – Responsibilities This section is responsible mainly for collecting the PSI bills and transfer to HO 75% of PSI fees within the shortest possible time after receipt of payment.This section is also responsible for checking and verification of all payments to be made to the third parties. Deputy Manger of the Department is responsible for ensuring that the section meets its performance standards and fulfils its responsibilities. The Payment Procedures are described below that are also shown in the flow chart. – Submitted bills are scrutinized first by the Administration Department. – Bills are then checked by the Finance Department for necessary approval. – Petty cash voucher is raised against bills that are approved by finance manager. On direction/approval of Managing Director (MD), Cheque is prepared by finance department and signed by MD. – Payment is also made against acknowledgement (voucher, money receipt etc). – After making payments, the transactions are posted to the ATLAS based accounting software- J. D. Edward (shortly called JDE or ZIG) The responsibilities of Deputy Manager are enumerated below. ? Before submission of the PSI bill prepared by the billing section, review the bill bundle as a whole and ensure that all required documents are attached along with the bill bundle. Submit the monthly bill to the respective Commissioner of customs within first week of the month. ? Ensure timely collection of bills from respective customs house. If payment is delayed, immediately notify the manager. ? If individual items in the bill have not been paid, notify the billing section. ? Prepare monthly accounts receivable report. ? Arrange for the production of bid/performance bonds, bank guarantee etc. ? Perform all activities related with remittance to be transferred to HO. ? Collect remittance advice copy and ensure proper recording thereof. Ensure remittance permission related duties with central bank. ? Check bill/voucher and prepare cheques to be signed by MD. ? Ensure that relevant tax and VAT returns are prepared accurately and submitted on time, and any taxes and VAT owed are deposited on time. ? Ensure renewal of remittance permission from Bangladesh Bank. ? Maintain close liaison with the Dhaka custom house. ? Prepare reports for management on demand. ? Maintain close liaison with the SLO and field offices for collection of bills from Customs. 4. 3. PSI Billing Accountant – Responsibilities The PSI billing section shall be headed by an Accountant.The principal task of this section is the preparation of monthly PSI bills for submission to relevant customs houses. The Accountant in charge of this section shall ensure that the section meets its performance standards and fulfils its responsibilities. Billing Procedures are described below that are also shown in the flow chart. – Billing Accountant prepares the monthly bill. – Bill is generated as per the NBR format taking data from the Atlas converting into an Excel file. – Bill is received from ATLAS in excel format and is updated from time to time till the end of the month up to the full bill is obtained. Bill generated from ATLAS are checked with the physical files and make necessary corrections if necessary. – Monthly bill is signed by MD and submitted to the relevant customs house in the first week of the following month. Upon receipt of cheque from customs, apply to the bank for remittance of 75% of the receipts to BIVAC International, Paris. The responsibilities of Billing Accountant are enumerated below. ? Ensure that bills prepared are accurate and reflect the following – • Certified CIF values • Sealed container – Yes/No • ID No, LC Issuing bank, LC Number • Fees for CRFs • Fees for NNRFs Accumulation of monthly bill according to the dispatched lists of original CRFs/NNRFs. ? Prepare monthly turnover report on the first day of the month and Prepare monthly PSI bill within the first week of the month. ? After receiving payments from customs, prepare reconciliation statement between payment and submitted bill. ? Ensure that if any item in the bill is not paid, it is added to the next month’s bill after seeking clarification from the customs house and initiating appropriate corrective action. 4. 4. Reports Accountant – Responsibilities This section is responsible for preparing reports and recording all transactions.This section is headed by an accountant who ensures that the section meets its performance standards and fulfils its responsibilities mentioned below. ? Post all cash transactions to ZIG. ? Post all bank deposits and cheque payments. ? Prepare and post all general journals from monthly outstanding bill/expenses and adjustment of all monthly non-cash transactions. ? Prepare monthly salary statement. ? Withhold individuals’ income tax from salary. ? Prepare monthly Bank reconciliation statements. ? Prepare monthly reports according to HO guidelines and forward to HO within the reporting deadline set by HO. Checking of monthly receipts and payments statement of Sub liaison Office. ? Prepare other reports for management on demand. 4. 5. Petty Cash Accountant – Responsibilities The principal task of the accountant is to make payment from petty cash and maintain petty cash book to record all cash transactions. The Accountant shall ensure that the section meets its performance standards and fulfils its responsibilities as enumerated below. ? Issue money receipt for cash received by the company and prepare cash debit voucher for the payment to be made in cash. ? Draw cash from bank and deposit all cheques to bank. Maintain petty cash and record all evidence related to cash transactions. ? Prepare Value Added Tax (VAT) and Advance Income Tax (AIT) treasury chalan and deposit to government treasury. ? Make payments for different utilities bill such as telephone, electricity, gas, water, internet etc. ? Prepare reports for management on demand. [pic] Process Flow Chart: 13 [pic] Process Flow Chart: 14 [pic] Process Flow Chart: 15 5. Information Technology Department This department is responsible for the management of local Area Network including AS400, Lotus Domino Server, LAN Server, Anti Virus Server, Local database and the workstations.The department is headed by a manager who reports to the Managing Director and coordinates with the IT manager of BIVAC International. In absence of the Departmental Manager, the Assistant Manager shall be responsible for the activities of the department. 5. 1. Manager – Responsibilities ? Ensure that the core system AS400 is up and running properly online. This includes monitoring the network connectivity and file transfers with the RCs through VPN (Singtel MPLS) network. ? Check and Monitor AS400 daily backups. ? Operate master consoles to monitor the performance of the computer systems and take necessary action in case of any difficulty. Updates local tables in ATLAS when necessary. ? Collect user’s requirements. ? Manage information systems personnel to design, develop, implement, operate and administer computer, software, network and information systems. ? Co-ordinate with BIVAC International in case of difficulties in the system. ? Follow-up updates/special instruction on the systems including ATLAS, Lotus Domino Server and MSA (Print Server). ? Administrate servers which include Domain Server, Mail Server, LAN Server, Database Server, Anti Virus and Print Server. 5. 2. Assistant Manager – Responsibilities Ensure that the core system AS400 is up and running properly online. ? Monitoring VPN (Singtel MPLS and Backup (BracNet)) connectivity. ? AS400 daily backups. ? Updates local tables in ATLAS when necessary. ? Co-ordinate with BIVAC International in case of difficulties in the system. ? Follow-up updates/special instruction on the systems including ATLAS, Lotus Domino Server and MSA (Print Server). ? Administrate servers which include Domain Server, Mail Server, LAN Server, Database Server and Print Server. ? Generate monthly Performance Statistical Report properly. Generate monthly Valuation data and send it to NBR. ? Generate monthly Statistical Report and send it to NBR. ? Generate monthly PIO report for Finance and Control department. ? Generate Gov. Invoice report for Finance and Control department. The responsibilities of the Assistant Manager are as same as the Manager. The Assistant Manager may be given specific responsibilities by the Manager of the department. The Assistant Manager is also responsible for updating the tariff Gazette in ATLAS. He shall do it in consultation with the Quality and Legal Affairs department. 5. 3.Executive – Responsibilities ? Install workstations with necessary software for the daily operations of the LO. ? Troubleshoot any hardware (workstation, printers etc. ) and software problem at the primary level. ? Monitor Local Area Network and troubleshoot if necessary. ? Maintain IT inventory list. ? Maintain product servicing information. [pic] Process Flow Chart: 16 [pic] Picture: 01 [pic] Process Flow Chart: 17 6. Office Administration Department Office Administration department is responsible for all routine administrative tasks that include – ? Personnel ? Office Maintenance Security ? Stores ? Transport ? Reception/front desk ? File Keeping ? Procurement The department is headed by a Manager who reports to the MD. Two Executives assist the Manager in accomplishing the tasks of the department. In order the ensure proper functioning of the department, it has been divided into three Sections and these are: ? Logistics ? Stores ? Personnel and Support All procurement related matters in the LO are approved by a three member Procurement Committee headed by the MD. Manager, Administration and Manager, Finance and Control are the members of the Committee.One of the main tasks of this department is to ensure that procurements are made according to the decisions of this Committee. In absence of the Manager, one of the administrative executives shall be responsible for the activities of this Department. 6. 1. Manager – Responsibilities ? Ensure that the department fulfils all its responsibilities and meets performance standards. ? Ensure that administrative staff accomplishes their tasks on time. ? Ensure that security arrangements in the LO are adequate and proper. ? Ensure that the maintenance work of the office equipments/vehicles done properly and on time. Ensure that all PSI files are kept properly in the file room and database is updated. ? Ensure that all personnel files are updated and all records relating to qualification, promotion, salary increment, training, Statement of Confidentiality, Code of Ethics compliance documentation, records of caution or disciplinary action etc. are kept in the files as per PGG 71. ? Ensure proper logistics and utilities for smooth functioning of the office. ? Ensure that the front desk attends the visitors courteously and professionally. ? Maintain a complete inventory of all office assets, equipment, furniture etc. Ensure strict compliance to the rules of Code of Ethics by all individuals of the department. ? Ensure that sufficient numbers of fire extinguishers are installed on all floors of the office and IT server room is specially protected. ? Execute decisions of the Purchase Committee. 6. 2. Logistics Section This section ensures proper logistics and utilities support for the LO. The individuals of the section shall perform the following tasks. ? Ensure proper logistics and utilities for smooth functioning of the office. ? Ensure that the front desk attends visitors courteously and professionally. Keep correct records of the PSI files. 6. 2. 1. Executive– Responsibilities ? Monitor and ensure that the office gets uninterrupted supply of gas, water and electricity. Also, ensure that generator, telephone lines, etc. functions without problem. ? In case of disruption in utilities, take urgent steps to fix the problem. ? Ensure proper functioning of photocopiers, fax machines, printers, etc. ? Keep record of photocopiers and printers report. ? Maintain and update records of all vehicles requisitions. 6. 2. 2. Front Desk Executive – Responsibilities ? Receive telephone calls and transfer to the concerned persons. Attend all visitors and ensure that they get proper attention. 6. 2. 3. P. A. to Managing Director – Responsibilities ? Receive calls and take messages. ? Make appointments. ? Record and notify the MD on all meeting schedules. ? Maintain files and update all files of the MD’s office. 6. 2. 4. Archive File room Clerk – Responsibilities ? Ensure that files are kept in the racks in an orderly manner. ? Ensure that file register is properly maintained. ? Keep track of all files that are taken from the file room. ? Help find the files from the file room. ? Give entries to the file database. 6. 3. Stores Section – Clerk ResponsibilitiesThis section is entrusted with the tasks of Store of office equipments. The executive (s) of this section keep proper records of the office equipments. The individual(s) of the section shall perform the following tasks. ? Maintain proper inventory of the office stationeries. ? Help the Purchase Committee by collecting quotations from vendors. 6. 4. Personnel and Support Section – Executive Responsibilities This section is responsible for the proper management of personnel files, security of the LO, etc. The individual(s) of the section shall perform the following tasks. ? Assist Manager in accomplishing the tasks of the department. Assist Manager in updating personnel files. ? Ensure that fire extinguishers are made available on all floors of the office ? Ensure that all personnel files are updated and all records relating to qualification, promotion, salary increment, training, Statement of Confidentiality, Code of Ethics compliance documentation, records of caution or disciplinary action etc. are kept in the files as per PGG 71. ? Ensure that security arrangements in the LO are adequate and proper. ? Issue employee’s joining and confirmation letter after approval of the Management. SUMMARY, CONCLUSION ; RECOMMENDATION 7. 1. Summary of FindingsThe operating procedure shows clear concept of the operational activities of Bureau Veritas (BIVAC) Bangladesh Ltd. It is an Inspection company and its business is Pre-Shipment Inspection (PSI) continuing in Bangladesh since 1999. Its all activity relates with all its departments and clerical works relevant with processes flow. It is necessary to take a systematic and well documented approach to meet the standards or requirements of the Quality System, particular attention has been given in preparing the Operating Procedure (of all departments) so that it addresses all the major quality issues in the Liaison Office (LO) comprehensively.It provides useful and practical guidelines to assist the users in identifying and performing the appropriate set of actions for each Department and Section in the LO. These processes are not only intended for the company employees, but also serve as a useful guide for those who want to audit the organization on the requirements of ISO 9001-2008. It also focuses on performance standards of the employees in discharging their specific duties and responsibilities. The Procedure is mainly divided into 10 Clauses and each Clause has a number of subclauses.Clause 2 to 6 contain details that focus on the Managing Director’s duties and responsibilities, purpose and functions of all departments in the LO and their performance standards. Sub-clauses under Clause 2 to 6 mainly deal with the activities of the different Sections under each Department, specific tasks and responsibilities of Departmental Manager/Deputy Manager/Assistant Manager and all other personnel in the LO. Flow charts of working procedure of each department and SLO give clear insights into the specific functions and responsibilities of these departments and the SLO. 7. 2.Recommendation ; Conclusion Technology has played the dominant role in the productivity growth of most nations and has provided the competitive edge to firms that have adopted it early and implemented it successfully. Although Bureau Veritas (BIVAC) Bangladesh is a service organization and its information technologies described here is a powerful tool by itself and can be adopted separately by its rivals, their benefits grow exponentially when they are integrated with each other. With more modern technologies, the benefits are not entirely tangible and many benefits may be realized only on a long-term basis.Implementing flexible service systems or complex decision support systems requires a significant commitment for most firms as like this firm. But it doesn’t strictly follows Time-Allotment in its all process, where it has flexibility. To control the active systems where bottleneck and starvation in the process found which delays the process and performed poor. By using proper TAT and avoid the unavoidable incidents it can use alternative process in its procedures to meet the problems for solving. However, as echnologies continue to improve and are adopted more widely, their costs may decline and place them within the reach of smaller firms. Given complex, integrative nature of these technologies, the total commitment of top management and all employees is critical for the successful implementation of these technologies. REFERENCE Ref. Books [1] Chase-Jacobs-Aquifano-Agarwal, Operations Management for Compartive Advantage, 11th Edition, TataMcGraw-Hill Ref. Books [2] Albert Porter, Operations Management, bookboon. com Websites Official websites are of:Bureau Veritas, www. bureauveritas. com Bureau Veritas (BIVAC) Bangladesh Limited, www. bureauveritas. com/wps/wcm/connect/bv… /gsit-bangladesh APPENDIX List of Abbreviations PSI = Pre-Shipment Inspection BIVAC = Bureau of Inspection, Valuation, Assessment and Certification BV = Bureau Veritas C;F = Cost ; Freight CC = Certificate Control CEO = Chief Executive Officer CRF = Clean Report of Findings GOB = Government of Bangladesh GSD = General Service Division HO = Head Office HS Code = Harmonic Symbolized Code ISO = International Standard OrganizationL/C = Letter of Credit NBR = National Board of Revenue NNRF = Non-Negotiable Report of Findings PI/PFI = Proforma Invoice PIC = Physical Inspection Centre PIO = Pre-Shipment Inspection Order SLO = Sub-Liaison Office SRO = Statutory Regulatory Order BIN = Business Identification Number CRE = Center for Relation with Exporter GATT = Government Agreement on Trade ; Tariff GVC = GATT Valuation Code LO = Liaison Office PSI = Pre-Shipment Inspection QHSE = Quality, Health and Safety Environment RC = Regional Centre TIN = Tax Identification Number VAT = Value Added Tax

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