Standard Operating Procedure (SOP) | Bletwix Properties & Gas
Document Control No.: BLETWIX-SOP-001 | Revision: 1.0 | Date: 2024-10-09
1. Purpose and Scope
1.1 Purpose The purpose of this Standard Operating Procedure (SOP) is to establish standardized, efficient, and quality-driven processes for all core service offerings by Bletwix Properties & Gas. Adherence to this SOP ensures compliance with relevant industry standards (including the Standard Organization of Nigeria – S.O.N.) and guarantees a consistent, high-value customer experience.
1.2 Scope This SOP applies to all Bletwix personnel involved in:
- Customer engagement and consultation.
- Execution of Gas Installation and Plant Consultation services.
- Delivery of Real Estate Consultation and Investment services.
2. Core Operating Principles
All Bletwix operations must be guided by the following principles:
| Principle | Description | Standard |
|---|---|---|
| Integrity & Compliance | Operating strictly within legal, ethical, and industry regulatory frameworks. | 100% S.O.N. Approved materials and installations. |
| Customer Focus | Ensuring the customer’s needs and long-term investment goals are the central priority. | Pocket-friendly and Affordable solutions guaranteed. |
| Expertise | Providing advice and service delivery based on deep industry knowledge. | All staff must undergo quarterly training on market updates and safety protocols. |
3. SOP: Customer Consultation & Appointment Booking
This procedure covers initial contact through the website forms (Gas Installation, Real Estate, Gas Plant).
| Step | Action | Responsibility | Timeline (from Form Submission) |
|---|---|---|---|
| 3.1 Lead Acquisition | Customer submits a consultation/booking form via the Bletwix website. | Customer | N/A |
| 3.2 Initial Qualification | Review form input (Goal, Budget, Timeline) to determine service type and urgency. | Admin/Sales Team | Within 1 Hour |
| 3.3 Contact and Verification | Contact the client via phone (preferred) or email to verify contact details and service request. | Admin/Sales Team | Within 4 Hours |
| 3.4 Confirmation & Scheduling | Confirm the preferred date/time (or propose an alternative). Send an official appointment confirmation, including meeting details (virtual link or office address). | Admin/Sales Team | Within 1 Business Day |
| 3.5 Technical Handoff | Transfer the detailed client requirements and booking confirmation to the relevant Technical Team (Gas or Property). | Admin Team | 24 Hours prior to appointment |
4. SOP: Gas Installation & Service Execution (Domestic/Commercial)
This procedure applies to the physical installation or upgrade of gas lines and domestic systems.
| Step | Action | Responsibility | Documentation Required |
|---|---|---|---|
| 4.1 Site Assessment | Schedule and conduct a preliminary site visit to assess layout, load, ventilation, and material requirements. | Gas Technical Team Lead | Site Assessment Report (SAR) |
| 4.2 Quotation Generation | Based on the SAR, generate a detailed, itemized quotation including S.O.N.-approved materials, labor, and compliance fees. | Gas Technical Team | Formal Quotation Document |
| 4.3 Client Approval & Mobilization | Obtain client sign-off on the quotation and payment of the mobilization fee. Secure all materials. | Sales/Procurement | Signed Quotation |
| 4.4 Installation Execution | Carry out the installation following established safety guidelines and S.O.N. standards (e.g., proper pipe sizing, leak testing, secure cylinder placement). | Gas Technical Team | Daily Progress Log |
| 4.5 Final Testing & Handover | Perform mandatory pressure testing and safety checks. Demonstrate system operation and provide the client with usage guidelines. | Gas Technical Team Lead | Final Test & Safety Certificate |
5. SOP: Real Estate Consultation Service
This procedure focuses on advisory services for investment and property acquisition.
| Step | Action | Responsibility | Output |
|---|---|---|---|
| 5.1 Pre-Consultation Research | Review the client’s submitted goals, budget, and experience level. Prepare relevant market data, high-growth area insights, and potential investment vehicles. | Property Advisor | Client Pre-Briefing File |
| 5.2 Consultation Session | Conduct the session (virtual or in-person). Focus on understanding risks, maximizing dividends, and outlining a personalized investment roadmap. | Property Advisor | Session Notes & Action Points |
| 5.3 Roadmap Delivery | Send a summary of the advisory session, including a clear, actionable roadmap, recommended property types, and follow-up activities (e.g., site visits, legal checks). | Property Advisor | Investment Roadmap Document |
| 5.4 Follow-up Engagement | Schedule follow-up meeting to assess progress on the roadmap and introduce specific Bletwix-vetted properties or partners. | Sales/Advisor Team | Follow-up Call Scheduled |
6. Document Control and Review
All procedures and supporting documents (SARs, Quotations, Certificates) must be filed digitally and physically. This SOP shall be reviewed and updated annually, or whenever a major regulatory change or service line modification occurs.