Management Review Meeting Date 08 -Nov-06

Management Review Meeting Date : 08 -Nov-06

Agenda n n n MRM – Introduction IQA Analysis Customer Satisfaction Analysis Process performance measures Driving Quality – Road Map Action Items

Management Review- As said in ISO 9001: 2000 n 5. 6. 1 General ± Top management shall review the organization’s quality management system , at planned intervals. to ensure its continuing suitability, adequacy and effectiveness. This review shall include assessing opportunities for improvement and the need for changes to quality management system , including the quality policy and objectives

Management Review Meeting Objective ± Health check of AXIOM QMS ± Senior Management review of process compliance ± Identify actions for organizational measures ± Identify areas of continual improvement ± Requirement of ISO 9001: 2000

Management Review n 5. 6. 2 Review Input The input to management review shall include information on ± Results of IQA Audits ± Customer Feedback ± Process Performance and product conformity ± Status of corrective and preventive actions ± Follow up actions from previous management reviews ± Changes that could affect the QMS ± Recommendations for improvement n 5. 6. 3 Review Output The output from management review shall include any decisions and actions related to ± improvement of the effectiveness of quality management system and its processes ± improvement of product related to customer requirements , and ± resource needs

IQA 01 – Audit Coverage Department Audited (Yes/No) Marketing Yes Category – Handsets Yes Category – Accessories Yes Project Management Yes Human Resources Yes Admin & PR Yes Quality Control Yes Axiom Plus Yes Axiom Service Providers Yes Finance Yes Retail Sales Yes Whole Sales Yes Direct Distribution Yes Supply Chain Yes Warehouse Yes Logistics Yes Management Representative Yes Finance Yes

IQA Analysis

IQA Summary ‘Stars ‘ - Strengths DIRECT DISTRIBUTION ±Sharing of good practices and recognizing innovative ideas through ‘Sales man of the month’ scheme CATEGORY ACCESSORIES ±Usage of Product Life cycle monitoring matrix to monitor and track the phases of product RETAIL ±Usage of Individual Performance Tracker/Store performance tracker to update and track status of sales on daily basis in one sheet HUMAN RESOURCES ±Detailed SLAs defined and monitored for all process activities IT ±Internally developed Axiom easy site used for system issue tracking and monitoring

IQA Summary ‘Blockers’ - Major NC ±Supplier performance monitoring - Supplier rating ±Product Pricing display ±Maintenance of key records – Purchase Orders, Sales Orders ± Analysis of data collected ± Tracking of actions for data collected ‘Problem Children’ - Minor NC ± Records Control ± Control of Defective products ± Identification and Traceability

Process Compliance Measure n Operational Departments

Process Compliance Measure n Support Departments

Process Compliance Measure - Retail

Process Improvement Participation Index ± No of Process improvements received = x No of Process improvements accepted = y ± Total No of employees = p ± Process Improvement Participation Index (PIPI) = y/p ± Target for PIPI for June’ 2007 = 10 %

Customer Satisfaction Analysis

Customer Satisfaction Analysis – Retail - 2005 % Customers Rated us as Very Bad & Bad

Customer Satisfaction Analysis – Retail -2005

Customer Satisfaction Analysis – Retail-2006

Customer Satisfaction Analysis – Retail-2006

Customer Satisfaction Analysis – Retail – Action Points ± The stores in charge shall be explained on the survey findings and will be made responsible for ensuring that through their frequent outlet visits the Corrective actions will be taken ± Market watch on all competition price analysis will be done on weekly basis ± Market watch report has to be reviewed with CAT team for proper pricing for market alignment ± Axiom Advantage will be emphasized to handle price issues and will be ensured thru Mystery shopper program

Customer Satisfaction Analysis – Direct Distribution

Customer Satisfaction Analysis – Direct Distribution – Action Points ±Channel Manager to visit their respective outlets 4 times in a week ±Market Manager to visit the top outlets once in a month for the entire region ±By the end of the year service technician exclusively for the Van Sales operation will be deputed at AUH, DXB warehouse and a opening of a service center at Al Ain will reduce the TAT to a large extent ±Market analyst in coordination with category and training Dept need to ensure that regular training on new products are given to sales man

Customer Satisfaction Analysis – Wholesales

Customer Satisfaction Analysis – Axiom Service Providers

Mystery Shopping - 2005

Mystery Shopping Analysis n Initial Score was low on Closing ± Root Cause - No purchasing activity ± Action Taken ü Purchasing activity during Mystery shopping introduced ü Questionnaire revised to include topics like Add on sales, pre closing and post closing topics.

Mystery Shopping - 2006

Mystery Shopping – 2006 - Analysis ±No special motivation for staffs in selling accessories and his commission is being paid based on Total Sale Target achieved and not based on Accessory target/ ratio. ±Commission structure need to be revised to put more weightage on accessory target/ratio ±Staff incentives based on Mystery shopper Score to be put in place. Those score high on Mystery Score will be considered for upgradation

Departmental Measures - Category Accessories Oct’ 06 • All these price changes have been done by the suppliers to boost sales, in cases where the sales has not increased the GP has also taken a hit, while in some cases like the NOKIA memory cards where the sales qty has increased the GP also has shown a considerable jump. (Customers are willing to buy branded products more if their price drops. )

Departmental Measures - Category Accessories Oct’ 06

Departmental Measures - Category Handsets Oct’ 06

Departmental Measures - Project Management Oct’ 06 Plann ed Project On time Completion Rate Compla ince in % Reasons for Non Completion Actual Comple ted Action taken Sept Oct 5 2 3 1 60 50 1. Mercato Kiosk was delayed due to change in Design after fabrication was completed 2. Implementation of Shopworks in IBN Batuta mall is delayed due to mall's rejection to our proposal stating other reasons 1. FONO mirdiff is delayed due to DEWA is not able to provide electricity connection because of their technical flaws. Changes implemented and Kiosk is getting ready to open Dead Line 12/11/2006 Meeting with mall's Mall's Architect is arranged for negotiations 25/12/06 Following up with DEWA 15/11/06

Departmental Measures - Project Management Oct’ 06 Maintenance Compliance for months Sept & October Com plaint s recei ved Compla ints acknole dged as per SLA Sept 12 9 75 Oct 15 11 73 27 20 74 Com plaint s recei ved Compla ints closed as per SLA Electrical 5 4 80 Security 3 3 100 Furniture 12 9 75 Other 7 5 71 27 21 78 Some of the complaints are not in prescribed formats, which makes difficult to track. Also complaints and maintenance works done are more than this indicated figures. These are not reflected in figures because showroom gets the works done directly through contractor due to urgency but neglet to file a complaint for tracking. Intimated all team leaders to instruct showroom for reporting complaints in prescribed format , also to report complaints even if they get works done through contractor directly With immediate effect

Departmental Measures - Supply Chain

Departmental Measures - Supply Chain

Departmental Measures - IT

Departmental Measures - Marketing

Departmental Measures - Human Resources

Departmental Measures - Human Resources

Departmental Measures - Finance *. . In Progress

Departmental Measures - Finance *. . In Progress

Departmental Measures – AXIOM SP

Departmental Measures – AXIOM SP

Departmental Measures – Quality

Driving Quality • Customer Satisfaction reports Data Validation and analysis • SLA reports • Mystery Shopping reports • PIR • Service reports Quality Department Coordinate with Stakeholders for taking necessary corrective, preventive actions Raise Issue in Quality Issue Tracker Furnish report to Senior Management Monitor status of actions taken

SI X S IG M A Q ua lit y Aw ar ds Quality Roadmap l rity tu ISO 2006 e ev L Ma O IS 2006 -07 2006 -2007 -2008

Initial (First) Phase ± ± ± SOP for all Dept Quality Objectives (Process Metric) in line with Business Objectives – Measurable Internal Quality Audit System Formal and Periodic - ISO Management Review Meetings ISO 9001: 2000 Certification

Second Phase ± System Maturity ± Audit Maturity ± SOP Upgradation ± Monitoring and Measuring System (CSI, IQA & MRM) upgradation ± Process Up gradation

Third Phase n Improvement acceleration thru SIX SIGMA ± Process Capability Index ± Six Sigma Tools and Techniques – n upgrading process n Waste elimination n Financial benefits

Support Required from Sr. Management ü ü Any quality initiative has to be Top Driven to have the real benefit Hence, request all DHs to get involved in the following seriously ± Reviewing the SOP for its suitability and continually upgrade it. ± Make this as part of the agenda for your regular review meetings ± Review all the Objectives set (process improvement metric) and validate its effectiveness ± Constantly and continually upgrade the targets for each objectives ± Link the Appraisal system / reward system with the realization of these objective

ISO 9001: 2000 Certification Audit n n Pre – Assessment by TUV on 09 -Nov-06 Final Certification Audit ± Day - 1 – 14 -Nov-06 ± Day -2 - 16 -Nov-06 Opening Meeting - 10 -10: 30 am @ 14 th. Floor , WTC ± Senior Management discussion – 10: 30 -11: 00 am (CEO, CFO, COO, VP & TUV ) ± Closing Meeting - 05. 30 – 06. 30 pm @ 8 th Floor, WTC ± Kindly ensure your attendance for the Opening and Closing meetings

ISO 9001: 2000 Audit Schedule

Journey Just begins…. .