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["CATERING SERVICES - TRANSNET FREIGHT RAIL HALFWEG DEPOT SERVICE LEVEL AGREEMENT"]
["No.","Task",null,null,"PARTY",null,"WHEN","FREQUENCY","KPI","MEASUREMENT","COMMUNICATION MODE / FORMAT","SENT TO","MEASUREMENT"]
[{"$nulls":4},"Service Provider","TFR",{"$nulls":6},"Weight","Monthly Rating"]
[1,"Planning","Catering Services","a) Food preparation, storage, personnel and equipment shall be in accordance with the HACCP programme","X",null,"Ongoing","Ongoing","HACCP programme implemented and maintained at site.","0% of non-compliance",null,"Operations Manager TFR",6]
[{"$nulls":6},"Ongoing","Ongoing","Maintenance of the Municipal Health Certificate (R918)","0% of non-compliance",null,"Operations Manager TFR",6]
[{"$nulls":3},"b) Weekly menu on display in the area","X",null,"Mondays","Weekly","A new menu on display on Monday morning (jointly agreed to by the Service Provider and TPT)","100% adherence",null,"Operations Manager TFR",5]
[{"$nulls":3},"c) Clean protective clothing and uniforms with name tags, worn by catering personell","X",null,"Ongoing","Ongoing","Canteen personel wearing clean protective clothing and uniform with name tags.","100% adherence",null,"Operations Manager TFR",3]
[2,"Service Delivery",null,"d) Meals prepared and served at agreed times (i.e. breakfast, lunch, supper)","X",null,"Morning, noon and night","As and when required","Queue (waiting) time per person <5mins","Queue (waiting) time per person <5mins",null,"Operations Manager TFR",5]
[{"$nulls":3},"e) Ensure availability of all associated salads, condiments, drinks, accompaniments and non-consumables.","X",null,"Throughout the day","As and when required","Salads, condiments, drinks, accompaniments and non-consumables replenished on a timely basis.","0% non availability",null,"Operations Manager TFR",3]
[{"$nulls":3},"a) Provide special meals and catering for emergengies to TFR","X",null,"On request","As and when required","Timeous delivery of catering","0% non-compliance",null,"Operations Manager TFR",15]
[3,"Quality Control",null,"a) Daily inspection to be conducted and report immediately on defects that could be detrimental to health and safety of TFR employees.","X",null,"Daily","Daily","Daily inspections conducted","100% adherence","Email/Fax","Operations Manager TFR",5]
[{"$nulls":3},"b) Monthly inspections will be conducted",null,"X","Monthly","At the beginning of each month","Clean facility and good housekeeping","0% non-conformance","Email/Fax","SP",5]
[4,"Invoicing and Payments",null,"a) Invoice TFR and submit with supporting documentation for all activities undertaken to execute agreed services","X",null,"30 days","Monthly","Submit accurate invoice(s) with clear item details, and supporting documentation. Provide a monthly statement to reflect all payments made and outstanding.","100% on time submission of invoices with accurate and reconciled supporting documents. Monthly statement to support invoices.","Monthly statement and hard copy of invoice(s) with supporting documentation hand delivered monthly.","Finance Department",3]
[{"$nulls":3},"b) Receive and check documentation, arrange electronic payment, and TFR Finance to advise SP via remittance advice of payment details. ",null,"X","Documents submitted during the month will be paid, 30 days from date of statement","Monthly","Authorisation of invoices for payment within 30 days.","Monthly statement to confirm payment of invoices.","Telephonic and e-mail to facilitate payment queries.","Service Provider's Finance Dept",3]
[5,"Reporting",null,"a) Initiate and maintain a customer feedback questionnaire/programme  ","X",null,"Within the first  month of the contract","Monthly","Customer feedback questionnaire/ programme communicated and available on site","100% availability",null,"Operations Manager TFR",5]
[{"$nulls":3},"b) Submit an operational report on the catering services .  ","X",null,"By the 1st of each month","Monthly","Timeous and accurate data","100% on time submission of reports","E-Mail ","Operations Manager TFR",6]
[6,"Documentation",null,"a) Provide valid Insurance Certificate","X",null,"The valid documentation must be sent at least 1week prior to expiry of existing documentation","Annually","Submit and maintain valid Insurance Certificate","0% of invalid documentation","E-Mail and/or Hand delivery","Contracts Manager",3]
[{"$nulls":3},"b) Provide valid Workmen's Compensation Certificate","X",null,"The valid documentation must be sent prior to expiry date","Annually","Submit valid Workmen's Compensation Certificate","0% of invalid documentation","E-Mail and/or Hand delivery","Contracts Manager",3]
[{"$nulls":3},"c) Provide valid original Tax Clearance Certificate","X",null,"The valid documentation must be sent within one month of expiry date","Annually","Submit valid and original Tax Clearance Certificate","0% documentation outstanding","Hand deliver","Contracts Manager",3]
[{"$nulls":3},"d) Provide proof that each employee has undergone the necessary medical examination","X",null,"The valid documentation must be sent prior to expiry date","Annually","Submit medical examination certificates","0% documentation outstanding","Hand deliver","Operations Manager TFR",3]
[7,"Training",null,"a) Furnish a list of all employees who require induction","X",null,"All new employees must be inducted prior to working on TPT's premises","As and when required","Submit accurate records of all employees inducted prior to any work done on all premises of TPT","100% records available on request by TPT","E-Mail and/or Hand delivery","Operations Manager TFR",3]
[{"$nulls":3},"b) Ensure that all employees have completed the safety awareness training","X","X","Every 6 Months","Every 6 Months","Submit accurate records of safety awareness training.  Records shall be readily available and accession for inspect/audit by TPT","100% records available on request by TPT","E-Mail and/or Hand delivery","Operations Manager TFR",3]
[{"$nulls":3},"c) Catering personnel are trained to perform their assigned duties","X",null,"Ongoing","Ongoing","Submission of competency cetificates and/or training records","100% adherence ","Hand deliver","Operations Manager TFR",3]
[8,"Accidents & Incidents",null,"a) Report any accidents and incidents.","X",null,"Within 24 hours of the occurrence","As and when required","Timeous notification of details of damages and/ or incidents","100% notification of damages and incidents","E-Mail / Fax","Operations Manager TFR",3]
[{"$nulls":3},"b) Provide Damage Report","X","X","Within 2 working days of it being realised","As and when required","Timeous notification of details of damages and/ or loss and countermeasures ","100% accuracy and details pertaining damage ","E-Mail / Fax","Operations Manager TFR",3]
[9,"Continuous Improvement",null,"a) Provide TFR with ideas and best practices w.r.t. the provision of catering services","X",null,"Ongoing","Ongoing","Implement all ideas once approval has been granted by delegated powers","100% timeous and accurate implementation of all approved ideas","E-Mail / Fax","Operations Manager TFR",3]
[null,"Legends :",{"$nulls":3},"1 = Poor","2 = Not Acceptable","            3 = Acceptable                             4 = Excellent"]
["Notes:",{"$nulls":11},100]

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[]
[null,"SERVICE LEVEL AGREEMENT - REVIEW OF MEASUREMENT"]
[]
[null,null,"Between TPT (the Client) and Feedem Pitseng (the Service Provider)"]
[]
[null,"The purpose of this SLA team is to manage the contract per terminal and to report all findings on a monthly basis"]
[]
[null,"Summary of the supply  service level agreement"]
[]
[null,"Chairperson:",{"$nulls":3},"Telephone : ",{"$nulls":3},"E-mail : "]
[]
[{"$nulls":3},2012]
[null,"SERVICE",null,"JAN","FEB","MAR","APR","MAY","JUN","JUL","AUG","SEP","OCT","NOV","DEC"]
[null,"      Date of Meeting            "]
[null,1,"Planning",null,{"$error":"#REF!"},{"$error":"#REF!"},{"v":0,"d":"0%"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"}]
[null,2,"Service Delivery",null,{"$error":"#REF!"},{"$error":"#REF!"},{"v":0,"d":"0%"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"}]
[null,3,"Quality Control",null,{"$error":"#REF!"},{"$error":"#REF!"},{"v":0,"d":"0%"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"}]
[null,4,"Invoicing & Payments",null,{"$error":"#REF!"},{"$error":"#REF!"},{"v":0,"d":"0%"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"}]
[null,5,"Reporting",null,{"$error":"#REF!"},{"$error":"#REF!"},{"v":0,"d":"0%"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"}]
[null,6,"Documentation",null,{"$error":"#REF!"},{"$error":"#REF!"},{"v":0,"d":"0%"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"}]
[null,7,"Training",null,{"$error":"#REF!"},{"$error":"#REF!"},{"v":0,"d":"0%"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"}]
[null,8,"Accidents & Incidents",null,{"$error":"#REF!"},{"$error":"#REF!"},{"v":0,"d":"0%"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"}]
[null,9,"Continuous Improvement",null,{"$error":"#REF!"},{"$error":"#REF!"},{"v":0,"d":"0%"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"}]
[null,null,"SERVICE AGGREGATE (%)",null,{"$error":"#REF!"},{"$error":"#REF!"},{"v":0,"d":"0%"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"},{"$error":"#REF!"}]
[]
[null,"SERVICE LEVEL ACCEPTANCE GUIDE"]
[]
[null,"<65%","  Not Acceptable",">65%","  Room for improvement",{"$nulls":3},">85%","  Acceptable",null,null,{"v":1,"d":"100%"},"  Excellent"]
[]
[]
[null,"ACTIONS TO IMPROVE THE SERVICE"]
[]
[null,"No","What should be improved?",null,"How do we improve it?",{"$nulls":3},"By whom?",null,null,"By when?",null,null,"Rate"]
[null,1]
[null,2]
[]
[]
[null,"DISTRIBUTION"]
[null,"TPT"]
[null,"Service Provider:"]
[null,"Additional:"]