TM ACCESS NETWORK CONTRACTORS QUICK REFERENCE GUIDE

BY: HSBBT & OD NETWORK OPERATIONS

CONTENTS
1. COMMERCIAL REQUIREMENT.................................................................................. 3 PKK............................................................................................................................................3 TM REGISTRATION..............................................................................................................3 BANK GUARANTEE/PERFORMANCE BOND/STAMP DUTY......................................3 INSURANCE COVERAGE.....................................................................................................4 STATUTORY & CERTIFICATION REQUIREMENT......................................................7 SUBLETTING & EMPLOYMENT POLICY.......................................................................7 2. TECHNICAL REQUIREMENT....................................................................................... 8 UNIFORM.................................................................................................................................8 PASSCARD...............................................................................................................................9 TOOLS & TEST GEAR.........................................................................................................10 VEHICLE................................................................................................................................11 PROCESS FLOW OF VENDOR CONSEQUENCES........................................................12 MERIT AND DEMERIT POINTS.......................................................................................13 LIQUIDATED DAMAGES / PENALTY.............................................................................17 3. REFERENCE DOCUMENTS TO CONTRACTS......................................................... 20 MINI-JKH...............................................................................................................................20 COD..........................................................................................................................................21 TROS........................................................................................................................................23 4. RATES & PAYMENT PROCESS................................................................................... 25 PROCESS FLOW IN GEMS.................................................................................................25 PROPOSED TIMELINE.......................................................................................................26 COD & JUMPERING RATES..............................................................................................27 MINI JKH COMMON WORKS & ITS PROCESS FLOW..............................................29 5. PERFORMANCE & ASSESSMENT.............................................................................. 40 ASSESSMENT CRITERIA...................................................................................................40 KEY KPI DELIVERABLES.................................................................................................41 SAMPLE OF PERFORMANCE DASHBOARD................................................................42 6. INQUIRY & FEEDBACK............................................................................................... 44

1. COMMERCIAL REQUIREMENT PKK If the Contractor is a company with Bumiputera status, the Contractor warrants and undertakes to and with TM that: (a) (b) (c) The majority Bumiputera; of its shareholding/equity structure (>=51%) is

The majority of its employees (>=51%) are Bumiputera; Key positions in the Contractors organization, such as the Chief Executive Officer, the Chief Operating Officer, the Managing Director, the General Manager or the Chief Financial Officer are held by Bumiputeras; Certificate from Ministry Of Finance or PKK, if any; and All other TM guidelines that determine a companys qualification for Bumiputera status are met.

(d) (e)

TM REGISTRATION the Contractor fail to renew his registration with TM after three (3) months of its expiry or is deregistered for whatever reason thereby becoming ineligible to carry out the type of work offered under this Contract.

BANK GUARANTEE/PERFORMANCE BOND/STAMP DUTY Bank Guarantee & Stamp Duty BG Contract Value 1 <100K 0% 2 <500K 2.5% 3 >500K 5%

Insurance Contract Stamp Duty (RM) 10 50 10 50 10 50

INSURANCE COVERAGE Type Of Insurance Coverage 1 2 3 Principal Existing Property (PEP) Third Party Liability Comprehensive General Liability TROS 500K 500K 500K COD Mini-JKH

Value (RM) 500K 1.0M 500K 500K 1.0M 1.0M

Notes: Comprehensive General Liability is an alternative to 3rd Party Liability that covers Personal Injuries & Property. Workmen Compensation to indemnify & insure TM and Contractors personnel or staff. Not required if staff contributed to PERKESO Contractors All Risks will insure the interest of TM & 3rd party plant, property & building arise from works of Contractors.

Insurance Coverage COD 1 Contractors All Risk Section I a. Material Damage Contract Value RM 5K RM RM 100K RM 350K 120 RM K 3.0 M b. Principal Existing RM 500K Property RM 1.0M RM 500K TROS MINI JKH

Section II Third Party Liability 2 3 Workman Compensation Comprehensive General Liability RM 500K RM 1.0M RM 2.5K

10% of Contract value (Labour Cost) RM 500k RM 1.0M RM 1.0M

ERECTION ALL RISK Total Contract Value (RM) SUM INSURED- SECTION I Material Damage (A) Proncipal Existing Property (B) 1M 1M 500K 500K 500K 500K 500K 500K 500K PREMIUM (RM) RATE: 0.125% C=(A+B)*0.125% SUM INSUREDSECTION II

WORKMEN COMPENSATION Sum Insured PREMIUM (RM) (RM) (10% of RATE: Contract 0.15% Value) Total Estimated Insurance Premium EAR & WC

No

Item

5% Service Tax Third Party Liability

RM10 Stamp Duty

Total Cost

5% Service Tax

RM10 Stamp Duty

Total Cost

Mini JKH (2years) Mini JKH (1year)

(a) 700K (b) 350K (a) 1.3M (b) 700K (c) 500K (d) 300K

700K 350K 1.3M 700K 500K 300K 120K 50K 20K

2,125.00 1,687.50 2,250.00 1,500.00 1,250.00 1,000.00 775.00 687.50 650.00

1M 1M 500K 500K 500K 500K 500K 500K 500K

106.25 84.38 112.50 75.00 62.50 50.00 38.75 34.38 32.50

10.00 10.00 10.00 10.00 10.00 10.00 10.00 10.00 10.00

2,241.25 1,781.88 2,372.50 1,585.00 1,322.50 1,060.00 823.75 731.88 692.50

70K 35K 130K 70K 50K 30K 12K 5K 2K

200.00 200.00 200.00 200.00 200.00 200.00 200.00 200.00 200.00

10.00 10.00 10.00 10.00 10.00 10.00 10.00 10.00 10.00

10.00 10.00 10.00 10.00 10.00 10.00 10.00 10.00 10.00

220.00 220.00 220.00 220.00 220.00 220.00 220.00 220.00 220.00

2,461.25 2,001.88 2,592.50 1,805.00 1,542.50 1,280.00 1,043.75 951.88 912.50

TROS

COD

(a) 120K (b) 50K (c) 20K

Note: Insurance Cost 1. Erection All Risk rate is generally 0.125% subjected to minimum premium of RM250.00 depending on insurance company 2. Workmen Compensation rate is generally 0.15% subjected to minimum premium of RM125.00 depending on insurance company 3. Comprehensive General Liability insurance is not required if Third Party Liability is covered under Erection All Risk under Section II

STATUTORY & CERTIFICATION REQUIREMENT CA & NIOSH Certification CA NIOSH Safety Broadband TROS CA 1A NTMSP Basic Broadband COD CA 1A NTMSP X Mini-JKH CA 2A NTMSP X Course Fee (RM) RM 300 + RM 80 (inclusive training) RM 150 + RM 30 (inclusive training) RM 750

SUBLETTING & EMPLOYMENT POLICY Assignment and Sub-Contracting The Contractor shall not assign this Contract or any part thereof or any benefit or interest therein or there under without the prior written consent of TM. The Contractor shall not sub-contract or sub-let all or any part of the Contract without the prior written consent of TM provided that such consent shall not be unreasonably withheld, and such consent, if given, shall not relieve the Contractor from any liability or obligation under this Contract and he shall be responsible for all the acts, defaults and neglects of any subcontractor, his agents, servants or workmen as fully as if they were the acts, defaults or neglects of the Contractor, his agents, servants or workmen. Foreign Workers Policy The contractors personnel shall be only legal citizen of Malaysia and no foreign personnel shall be allowed.

2. TECHNICAL REQUIREMENT UNIFORM

1. 2. 3. 4.

Dark Red T-Shirt ( Colour Code: Corporate Red Pantone 186) Black coloured collar and sleeves. Kontraktor & TM logo on the top left of the T-shirt. KONTRAKTOR PEMBAIKIAN TM on the upper half, at the back of the T-Shirt 5. Writing on the T-shirt to be printed in white

1. 2. 3. 4.

Orange T-Shirt (Colour code: Corporate Pantone 166) Black coloured collar and sleeves. Kontraktor & TM logo on the top left of the T-shirt. KONTRAKTOR PEMASANGAN TM on the upper half, at the back of the T-Shirt 5. Writing on the T-shirt to be printed in black

1. 2. 3. 4.

Blue T-Shirt (Color Code: Corporate Pantone 661) Black coloured collar and sleeves. Kontraktor & TM logo on the top left of the T-shirt. KONTRAKTOR PENYELENGGARAAN TM printed at the back of the shirts 5. Writing on the T-shirt to be printed in white Note: The pants for all contractors shall be durable Dark Blue Long Pants and shoes shall be black. PASSCARD The Contractor shall also be required to apply for the identification cards from TM. The Contractor shall ensure that his staffs display the identification card prominently while on duty. The identification card is not transferable and shall be returned to TM in the event that the personnel cease to be employed by the Contractor. Any loss and/or damage to the card shall be reported to TM immediately. A police report is required to be submitted to TM before a replacement card can be issued. In the event of new staff being engaged by the Contractor, the Contractor shall apply for the identification cards for the new staff before the staff could commence his job under the Contract. The identification card remains the property of TM and the Contractor shall return them to TM when instructed to do so. TM reserves the rights to withdraw these identification cards from the staff at any time without prior notice. All costs incurred shall be borne by the Contractor.

TOOLS & TEST GEAR The Contractor is required to be fully equipped with the relevant tools and equipment as stated Team, Company or Individual Team Team Company Company Company Company Company Company Company Team Team

1.

TOOLS

COD x x

Mini JKH x x x x x x x x x x x

TROS x x

Hammer Drill Complete Tool Box Complete Tools for Jointing of Plastic Cable Complete Tools for Jointing of Lead Cable Complete Tools for Pulling of Overhead Cable Complete Tools for Pulling of Underground Cable Water Pump Generator Exhaust Fan Puncher tool set Pair identifier 2. TEST GEARS Signal strength tester (Rill/Will) ADSL Tester Laptop Multimeter Insulation Tester Faultsman Telephone ISDN BRI Test Set Earth Tester Gas Detector Pair Verification/Updating Instrument 3. SAFETY GEARS Safety Cone Safety Belt Safety Helmet Safety Vest Ladder with safety features

Company Team Team Team Team Team Company Company Company

x(optional) x x x x x (optional)

x x x (optional)

x x x x (optional) x

TM to supply

Team Team Individual Individual Team

x x x x x

x x x x x

x x x x x

10

First Aid Kid Signboard Body Harness Wellington Boot Safety Boot Safety Goggles Blinkers Aviation Lights

Team x Team Team x Individual Individual Individual x Team Team Note: "x" required items

x x x x x x x x

x x

VEHICLE The Contractor is required to possess a suitable vehicle with his company logo prominently displayed on the side to carry out the works. The vehicle used by contractor must comply with the following items: Valid registration Clean and good working conditions.

11

PROCESS FLOW OF VENDOR CONSEQUENCES

12

MERIT AND DEMERIT POINTS 1.1. 1.1.1. (a) One time occurrence (b) No impact on the revenue / business (c) Low impact on the image 1.1.1.2. (a) Repeating event (b) Purposely not following practice / procedure (c) Having potential and low impact on the performance / image / revenue (d) Involve top priority customer 1.1.1.3. Critical: Major: Demerit points are based on the category of minor, major and critical. The definition of these are as follows: Minor: -

(a) More than 3 times repeating on the same issue / event (b) Proven issue / event which impact the performance / image / revenue (c) Critical Offences with 60 points score 1. 2. Major Offences

The following are categories of major offences which carry maximum of 60 demerit points: Demerit Points 60 60 60 60 60 60 60

GENERAL Assign or sublet work without TMs approval Engage foreign workers CONDUCT False Claim Rude or ill mannered Threaten TMs corporate image Illegal tapping of telephone line Involved in any criminal activities such as theft, drugs etc.

13

For any major offences committed by the contractors, the merit points awarded shall be considered as void. 1.32 The following demerit points shall be imposed on the Contractor for the negligence as follows: DESCRIPTIONS GENERAL Not wearing uniform or ID not displayed Fail to make police report on lost/stolen ID Difficult/no reply when contacted through hand phone Change contact number without notifying No conformity to OSH safety requirement Fail to submit or complete report as per SLA Disruption to customers service Damage to customers property Perform unauthorized Works Failed to submit invoice before the 7th of every month (if applicable) Canvassing of TM staff Unwilling to accept work order Engage TM staff for the work Assign or sublet work without TMs consent Engage foreign workers Engage non-competent staff without CA-1A (COD & TROS), CA-2A (MINI JKH) after nine months of recruitment Less than 25% with CA-1A (COD & TROS), CA-2A (MINI JKH) after 6 months of contract Less than 50% with CA-1A (COD & TROS), CA-2A (MINI JKH) after 6 months of contract Less than 75% with CA-1A (COD & TROS), CA-2A (MINI JKH) after 6 months of contract Engage field staff without TM-NIOSH Safety Passport CONDUCT Rude or ill mannered Complaint received by TM on Contractors conduct, work quality, wrongly reported Premise Close etc (verbal/written) Threaten TMs corporate image Illegal tapping of telephone line 1/3/5 3 3 1/3/5 5 10/20/30 1/3/5 5 1/3/5 3/5/10 10 10 5/10/15 60 60 20 15 10 5 20 60 10/20/30 60 60 14 Points (MN/MJ/CR)

No A 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 B 1 2 3 4

5 6 7 C 1 2 3 4 D D.1 1 2 3 4 5 6 7 8 D.2 1 2 3 4 5 6 7 8 9 10 11 D.3

Involve in any criminal activities such as theft, drug etc Non issuance of official receipt to customer (for COD only) False Claim QUALITY The use of improper tools or vehicle Fail to maintain cleanliness at cabinet, SDF, MPOC, FTTS & FTTO after work completion Part or whole of a installation work is sub standard Failed to feedback/update on cable pair change DELIVERABLES COD Fail to achieve TMs QoS monthly performance P1 98% within Same Day P2 98% within 8 Hours P3 98% within 12 Hours ADSL Jumpering 80% within 24hrs ADSL Jumpering 100% within 48 hrs ISDN BRI 100% Meeting Appointment Missing appointment Failed to feedback delay to the centre due to customers request TROS Fail to achieve TMs QoS monthly performance P1 90% within 8 Hours P2 90% within 16 Hours P3 90% within 16 Hours P4 90% within 24 Hours PPOE 80% within 24 Hours PPOA 90% within 4 Hours ISDN BRI 90% within 4 Hours Docket closed without repair (as per-complaint received) per TR Repeated TR due to Poor Workmanship Missing appointment Failed to feedback delay to the centre due to customers request MINI JKH Fail to achieve TMs QoS monthly performance

60 10/20/30 60 5 5 10 3/5/10

10 10 10 10 10 10 10/20/30 3/5/10

10 10 10 10 10 10 10 20 20 10/20/30 3/5/10

15

1 2

90% projects or work orders completion within the required time frame (RFS Date) 90% monthly performance on project completion quality checklist MERIT POINTS GENERAL Assist in promoting TM products

10 10

1.4 A 1 2 3 4 5 6 7 8 B B.1 1 2 B.2 1 2 B.3 1 2

5 5 5 5 10 5 5 5

100% staff with CA-1A (COD & TROS), CA-2A (MINI JKH) 100% staff with TM Safety Passport- NIOSH Not receive demerit point for three consecutives month Achieve 80% on quarterly performance Assessment Conform to OSH Safety Procedures Fast to response and give feedback on enquiry Update cable pair changes and maintain high accuracy of pair/port inventory DELIVERABLES COD Achieve 100 % of monthly targets in the categories P1, P2, P3, ADSL Jumpering & ISDN BRI (awarded point for each category) Achieve 100 % targets for three consecutives month in categories P1, P2, P3, ADSL Jumpering & ISDN BR(awarded point for each category) TROS Achieve 100 % of monthly targets in the categories P1, P2, P3, P4, BRI ISDN, PPoA & PPoE (awarded point for each category) Achieve 100 % targets for three consecutives months in categories P1, P2, P3, P4, BRI ISDN, PPoA & PPoE (awarded point for each category) MINI JKH Achieve 90% of monthly projects or work orders completion within the required time frame (RFS Date) Achieve 90% monthly performance on project completion quality checklist

5 10

5 10

5 5

16

3 4

Achieve 90% targets for three consecutives months on projects or work orders completion within the required time frame (RFS Date) Achieve 90% targets for three consecutives months on project completion quality checklist

10 10

Note: Maximum allowable merit points per quarter are 60 points . LIQUIDATED DAMAGES / PENALTY i) COD RM30 per Service Order in the event Contractor fails to complete installation as per appointment date and time (miss appointment). ii) TROS RM25 for failure of achieving the required targets for fault restoration as referred to the Contract. RM50 for failure of achieving the required targets for fault restoration as referred to the Contract for repeated fault of the same nature for the same telephone number in the same month. RM50 for failure of achieving the required targets for fault restoration as referred to the Contract for docket that was previously reported closed by the Contractor but was proven that the reported docket was not attended to.

iii) Mini JKH Refer to the clause 14 in the contract. Termination of Contract (a) (b) The accumulated demerit points of the Contractor within three (3) months are sixty (60) points or more. Committed the following major offences which each carry a 60 demerit points: Illegal tapping of lines; Assign or sublet work without TMs consent; Theft or other unlawful activities; Causing TMs image to be tarnished; Commit any unauthorised acts, or criminal activity against TM and or against any third parties. Engage foreign workers without TMs consent

17

(c)

Without reasonable cause, wholly or partially fails to achieve the Date of Completion within the time specified in the Works Order or any extended period granted. Neglects to execute the Works with due diligence and expedition to the satisfaction of the S.O. Overall non-performance or partial non-performance by the Contractor. Persistently refuses or neglects, after notice in writing from TM, to remove defective work or improper material. Fails to comply in respect of the sub-letting and assignment requirements. Acts against the expressed policies and instructions of TM. Commits a breach of any of the conditions or stipulations in the Contract. The Contractor commits an act of bankruptcy or becomes bankrupt. The Contractor becomes insolvent or compounds with or makes arrangement with his creditors. The Contractor, being a company, has a winding up order (other than for the purpose of amalgamation or reconstruction) made against him. A provisional liquidator, receiver or manager of the Contractors business or undertaking has been duly appointed, or possession has been taken by or on behalf of creditors or debenture holders secured by a floating charge of any property of the Contractor comprised in or is a subject of the said floating charge. The Contractor fail to renew his registration with TM after three (3) months of its expiry or is deregistered for whatever reason thereby becoming ineligible to carry out the type of work offered under this Contract. TM has any reason to believe that the Contractor or any one employed by him or acting on his behalf, whether with or without the Contractor's knowledge, is engaged or has engaged in corrupt practice in connection with the Contract.

(d) (e) (f) (g) (h) (i) (j) (k) (l)

(m)

(n)

(o)

18

(p)

The Contractor transfers more than half his total number of shares to a third party, whether by way of a single transfer or a series of transfers.

19

3. REFERENCE DOCUMENTS TO CONTRACTS MINI-JKH No DESCRIPTIONS 1 TECHNICAL SPECIFICATIONS TYPE OF SECTION DOC. TECHNICAL SECTION SPEC. IV-A TECHNICAL SPEC. TECHNICAL SPEC. TECHNICAL SPEC. Section IVA Section IVA Section IVA Appendix III-3, Appendix III-4, Appendix III-5, Appendix III-6, Appendix III-7, Appendix III8, Appendix III 9 Appendix III12 REFERENCE

1.a Area of Responsibility 1.b Work Program 1.c Maintenance Work

Appendix III-1 & Appendix III2

1.d Contractor Work Flow

TECHNICAL SPEC.

Section IVA

1.e Allocation of Work 1.f 1.g 2 2.a 2.b 2.c 2.d 2.e 2.f Tools, Test Gears and Safety Gears Work Technical Specifications STANDARD OPERATING PROCEDURES (SOP) MATERIAL MANAGEMENT PERTUKARAN PASANGAN KABEL/PORT VENDOR MANAGEMENT VENDOR PERFORMANCE ASSESSMENT GUIDELINES ON MERIT AND DEMERIT FOR CONTRACTORS ONE PAIR DROP WIRE

TECHNICAL SPEC. TECHNICAL SPEC. TECHNICAL SPEC. SOP SOP SOP SOP SOP SOP SOP

Section IVA Section IVA Section IVA SECTION IV-B Section IVB(i) Section IVB(ii) Section IVB(iii) Section IVB(iv) Section IVB(v) Section IVB(vi)

QP-RNO-A09MM WI-RNO-A16PPK QP-RNO-A13VMGMT WI-RNO-A24VPA WI-RNO-A25VMD MTI BBD 40301- Print

20

from COD MTI File Installation and Maintenance of 2.g underground and aerial cable, Specification Lines WE 0303 Installation and Maintenance of underground Plastic Air2.h Core Primary Cables, Specification Lines WE 0306 Plant Unit RNO 2.i Description Installation and Maintenance of Optical 2.j cable, Specification Lines WE - F0001 3 OTHERS DOCUMENT OTHERS OTHERS GUIDELINES FOR CONTRACTORS 3.a INSTALLATION CARD AND UNIFORM COD No DESCRIPTIONS TECHNICAL AND 1 WORKS SPECIFICATIONS TECHNICAL AND 1.a WORKS SPECIFICATIONS 1.b FRANCHISED AREAS SAMPLE OF SERVICE 1.c ORDER (CASS and SIEBEL) TELEPHONE JOB 1.d SHEET COMPLETION COD-TELEPHONE 1.e INSTALLATION QUALITY CHECK LIST SPECIFICATION OF 1.f INSTALLATION TYPE OF DOC. PART REFERENCE Section IVB(vii) WE 0303

Section IVB(viii) Section IVB(ix) Section IVB(x) SECTION IV-C Section IVC(i)

WE 0306

WE - F0001

TECHNICAL PART III SPEC. TECHNICAL SPEC. TECHNICAL SPEC. TECHNICAL SPEC. TECHNICAL SPEC. TECHNICAL SPEC. TECHNICAL SPEC. Part lll -A Part lll -A Part lll -A Part lll -A Part lll -A Part lll -A SECTION 1 SECTION 2 SECTION 3 SECTION 4 (a) SECTION 4 (b) SECTION 5

21

1.g

1.h

1.i

2.a 2.b 2.c 2.d 2.e 2.f 2.g 2.h 2.i

MEASUREMENT SPECIFICATION FOR ISDN BRI CIRCUIT (COPPER AND FIBRE) CONTRACTOR TELEPHONE/CDMA INSTALLATION DAILY BALANCE SHEET LIST OF TOOLS, TEST GEARS AND SAFETY GEARS REQUIRED FOR TELEPHONE/WIRELES S INSTALLATION STANDARD OPERATING PROCEDURES (SOP) DOCUMENTS PEMASANGAN PERKHIDMATAN ADSL STREAMYX PEMASANGAN PERKHIDMATAN DEL PEMASANGAN PERKHIDMATAN CDMA PEMASANGAN PERKHIDMATAN ISDN BRI MATERIAL MANAGEMENT PERTUKARAN PASANGAN KABEL/PORT VENDOR MANAGEMENT VENDOR PERFORMANCE ASSESSMENT GUIDELINES ON MERIT AND DEMERIT FOR CONTRACTORS ONE PAIR DROP WIRE

TECHNICAL SPEC. TECHNICAL SPEC.

Part lll -A

SECTION 6

Part lll -A

SECTION 7

TECHNICAL SPEC.

Part lll -A

SECTION 8

SOP

PART III-B QP-RNO-A04IADSL QP-RNO-A05IDEL QP-RNO-A06ICDMA QP-RNO-A07IISDNB QP-RNO-A09MM WI-RNO-A16PPK QP-RNO-A13VMGMT WI-RNO-A24VPA WI-RNO-A25VMD MTI BBD 40301- Print from COD MTI File

SOP SOP SOP SOP SOP SOP SOP SOP SOP

Part lll- B(i) Part lllB(ii) Part lllB(iii) Part lllB(iv) Part lllB(v) Part lllB(vi) Part lllB(vii) Part lllB(viii) Part lllB(ix) Part lllB(x) PART III-C Part lll C(i)

2.j

SOP OTHERS OTHERS

3 OTHERS DOCUMENT 3.a GUIDELINES FOR CONTRACTORS

22

INSTALLATION CARD AND UNIFORM TATACARA PENGENDALIAN DAN 3.b OTHERS KESELAMATAN HARTA BENDA PELANGGAN TROS No DESCRIPTIONS 1 TECHNICAL AND WORKS SPECIFICATIONS 1.a TELEPHONE/ADSL/ISD N BRI SERVICE RESTORATION 1.b FRANCHISED AREA 1.c SUPERVISORS ROLE FOR OUTSOURCE AREA 1.d ACTIVITY FLOW FOR TELEPHONE FAULT RESTORATION WORK 1.e DISTRICT STORE REQUISITION FORM (DSR) 1.f BORANAG PEMBERITAHUAN PERTUKARAN PASANGAN KABEL/PAIR/PORT CPAS 1.g ACTIVITY JOB SHEET

Part lllC(ii)

Print from COD MTI File

TYPE OF Part DOC. TECHNICAL Part lll -A SPEC. TECHNICAL SPEC. TECHNICAL SPEC. TECHNICAL SPEC. TECHNICAL SPEC. TECHNICAL SPEC. TECHNICAL SPEC. Part lll -A Part lll -A Part lll -A Part lll -A Part lll -A Part lll -A

REFERENCE

APPENDIX I1,l-2,1-3,1-4 APPENDIX I-5 APPENDIX ll-1 APPENDIX ll-2 TO ll-4 APPENDIX lll1 APPENDIX III2

TECHNICAL SPEC. 1.h REPAIR TEAM DAILY TECHNICAL ACTIVITY LOG SPEC. 1.i ADDITIONAL TECHNICAL PAYMENT BY SPEC. CUSTOMER FOR REPLACEMENT OF INTERNAL WIRING 1.j TOOLS, TEST GEARS, TECHNICAL OFFICE & VEHICLES SPEC. REQUIREMENTS

Part lll -A Part lll -A Part lll- A

APPENDIX III3 APPENDIX III4 APPENDIX III5

Part lll- A

APPENDIX III6

23

1.k SPECIFICATION FOR PROVISION OF TELECOMMUNICATIO N WIRING AT DP TO CUSTOMERS PREMISES 2 STANDARD OPERATING PROCEDURES (SOP) DOCUMENTS 2.a Baikpulih Perkhidmatan ADSL Streamyx 2.b Baikpulih Perkhidmatan DEL 2.c Baikpulih Perkhidmatan CDMA 2.d Baikpulih Perkhidmatan ISDN BRI 2.e Material management 2.f Pertukaran Pasangan Kabel/Port 2.g VENDOR MANAGEMENT DOCUMENT 2.h VENDOR PERFORMANCE ASSESSMENT DOCUMENT 2.i GUIDELINES ON MERIT AND DEMERIT FOR CONTRACTORS 2.j One Pair Drop Wire

TECHNICAL SPEC.

Part lll- A

APPENDIX III7

SOP

PART III-B

SOP SOP SOP

SOP SOP SOP SOP

PART III-B (i) PART IIIB(ii) PART IIIB(iii) PART IIIB(iv) PART IIIB(v) PART IIIB(vi) PART IIIB(vii) PART IIIB(viii) PART IIIB(ix) PART B(x)

WI-RNO-A07RADSL WI-RNO-A08RDEL WI-RNO-A09RCDMA WI-RNO-A10RISDNB QP-RNO-A09MM WI-RNO-A16PPK (QP-RNOA13-VMGMT) (WI-RNOA24-VPA) (WI-RNOA25-VMD)

SOP SOP

3 OTHER DOCUMENTS 3.a GUIDELINES FOR CONTRACTORS INSTALLATION CARD AND UNIFORM 3.b Tatacara Pengendalian Dan Keselamatan Harta Benda Pelanggan

OTHERS OTHERS

III- MTI BBD 40301 (Print from TROS MTI File) PART III-C PART IIIC(i) PART C(ii) III- Print from TROS MTI File

OTHERS

24

4. RATES & PAYMENT PROCESS PROCESS FLOW IN GEMS

User

Create PR or Automatic PR from Mtce Order

Release PR

Receive UAT document

UAT Process GR/Svc Entry

in SAP

To check PO status

SPC

Create PO

Release PO

Vendor

Receive PO

Job done

Send UAT document

Send Invoice

Receive payment

Fin SSO

Receive invoice and update in SAP

Issue payment Through cheque or telegraphic transfer

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PROPOSED TIMELINE Bil 1 2 3 Activities Advice and acknowledge MINI JKH Contractor to carry out works Estimate cost & prepare Maintenance Order (MO) - to enable material can be taken out * Upon job completion MINI JKH Cont. to submit UAT doc. to respective Zone's exec Owners hip Zone's Exec Zone's Exec Timeline Immediately 24 hours 5 working days

MINI JKH Cont. 4 To carry out Acceptance Test (UAT) Zone's Exec & MINI JKH Cont. 5 To release MO with actual costing based Zone's on UAT Exec 6 PR Release Mgr/ AGM 7 Create PO SPC 8 Release PO SPC 9 Submit (fax) PO to MINI JKH contractor SPC 10 Prepare Invoice & submit to State Finance MINI SSO (original copy) and to User (Photostat JKH copy) Cont. 11 Prepare GR / Svc Acceptance (Refer to Zone's item 3 above) Exec 12 Release payment in SAP Fin SSO

24 hours

3 working days

3 days 24 hours 3 working days

26

COD & JUMPERING RATES 1. INSTALLATION CHARGES NO 1. DESCRIPTION Successful complete installation of telephone service using drop wire from DP to last point at Customer premise and install new internal wiring. For the successful complete installation of telephone service using drop wire from DP to customer premise with existing internal wiring. For successful complete installation of CDMA service using internal antenna. For successful complete installation of CDMA service using external antenna. Successful complete installation of ISDN BRI service using drop wire from DP to last point at Customer premise and install new internal wiring. For the successful complete installation of ISDN BRI service using drop wire from DP to customer premise with existing internal wiring. UNIT Per DEL Installation Per DEL Installation Per Wireless Installation Per Wireless Installation Per NT Installation Per NT Installation PRICE (RM) 50.00

2.

30.00

3. 4. 5.

30.00 50.00 50.00

6.

30.00

2. PAYMENT BY CUSTOMER & INCREMENTAL RATE PAYMENT BY TM Description Existing Rate Borne by Customers Installation work Involves Internal Wiring within Customers premises All new DEL services Fulfilments will be counted by Weekly 1 line 2 to 10 lines > 11 lines Items Urban Suburban Rural

With Existing Int. Wiring RM 30.00 New Int. Wiring RM 50.00*

RM 7.50 per line RM 5.00 per line

RM 15.00 RM 30.00 per line per line RM 20.00 RM 10.00 per line per line RM 15.00 per line

Incremental Rate paid by TM

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3. JUMPERING PAYMENT BY TM 1. For DEL DESCRIPTION Category PRICE (RM) 4.50 5.50 7.00

Test and jumper at cabinet/SDF and recover existing Urban jumper wire if required. Sub-Urban Per Order Rural 2. For Streamyx DESCRIPTION Category DSLAM 4.50 5.50 7.00 RDSLAM 6.50 7.50 9.00

RTDSLAM 10.50 11.50 13.00

Test and jumper at each Urban category and recover Sub-Urban existing jumper wire if required Rural

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MINI JKH COMMON WORKS & ITS PROCESS FLOW Type of Work Type of Work 1 Type of Work 2 Type of Work 3 Type of Work 4 Type of Work 5 Type of Work 6 Type of Work 7 Type of Work 8 Type of Work 9 Type of Work 10 Description of Work Replacing one span stolen/breakdown cable 200pr O/H, D/S (pole to pole) Straight Joint Replacing stolen IB cable involving Y-joint (originally Straight-joint in the middle) Localising faulty 200pair UG cable. Localising faulty 200pair OH cable. Localisation to clear 1 docket OH/UG (fault at joint) - Overhead (TR pair & spare pairs disc) Localisation to clear 1 docket OH/UG (fault at joint) - Underground (TR pair & spare pairs disc) Localisation to clear 1 docket OH/UG (fault at joint) - Underground (TR pair & spare pairs low IR) Replacing tag (at the cabinet). Replacing cable ES UG breakdown/section fault (2400pr) Localising and replacing cable ES UG section low (2400pr)

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Type Of Work 1 - Replacing one span stolen/breakdown cable 200pr O/H, D/S (pole to pole) Straight Joint

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Type Of Work 2 - Replacing stolen IB cable involving Y-joint (originally Straight-joint in the middle)

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Type Of Work 3 - Localising faulty 200pair UG cable

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Type Of Work 4 - Localising faulty 200pair OH cable

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Type Of Work 5 - Localisation to clear 1 docket OH/UG (fault at joint) Overhead (TR pair & spare pairs disc)

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Type of Work 6 - Localisation to clear 1 docket OH/UG (fault at joint) Underground (TR pair & spare pairs disc)

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Type of Work 7 - Localisation to clear 1 docket OH/UG (fault at joint) Underground (TR pair & spare pairs low IR)

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Type of Work 8 - Replacing tag (at the cabinet).

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Type of Work 9 - Replacing cable ES UG breakdown/section fault (2400pr)

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Type of Work 10 - Localising and replacing cable ES UG section low (2400pr)

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5. PERFORMANCE & ASSESSMENT

ASSESSMENT CRITERIA Contractors are assessed QUATERLY based the following elements: ELEMENTS 1. KPI Performance Measurement 2. Merit & Demerit Points 3. Auditing 4. Administrations & Initiatives WEIGHTAGE 50% 20% 20% 10%

Contractors are ranked based on the following ratings. RATING EXCELLENT GOOD FAIR POOR RANGE TOTAL SCORE More than 90% More than 80% More than 70% 70% and less

Passing Marks = 70%

*Note: The contractor shall be required to achieve a minimum passing score of 70% during the first year of assessment of performance weightage. In the event the Contractor fails to achieve the minimum passing score of 70%, TM hereby reserves its right to terminate the Contract at any time during the second year of the Contract Period.

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KEY KPI DELIVERABLES 1. 2. 3. COD KPI DEL P1 < 8 HRS DEL P2 < 16 HRS DEL P3 < 24 HRS Mini JKH KPI AVERAGE RFS AVERAGE DOCUMENT SUBMISSION TROS KPI DEL P1 < 8 HRS DEL P2 < 16 HRS DEL P3 < 16 HRS DEL P4 < 24 HRS DEL ALL < 3 DAYS ADSL POA < 4 HRS ADSL POE < 24 HRS ADSL ALL < 3 DAYS ISDN BRI < 4 HRS CDMA < 24 HRS REPEAT REPORT COD Contractor Appointment Met for NI from PAMS. Percentage of new installation that meet appointment MINI JKH Contractor Average percentage Document submission checklist and Average work order completed as per RFS date as per quality accepted by TM. TR Outsourcing Contractor Numbers of KPIs meeting target Average Restoration Cycle Time

Target > 98 % > 98 % > 98 %

Target > 90 % > 90 %

Target > 90 % > 90 % > 90 % > 90 % > 100 % > 90 % > 80 % > 100 % > 80 % > 80 % < 15 %

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SAMPLE OF PERFORMANCE DASHBOARD

KPI Title PAYMENT REPORTS SUBMISSION AS PER SLA MEETING / TRAINING PARTICIPATION / ETC INNOVATION SCORE (MAX 10%) KPI Score KPI Title AVERAGE RFS AVERAGE DOCUMENT SUBMISSION AVERAGE OVERALL MARKS SCORE (MAX 50%) Audit KPI Title AUDIT SCORE (MAX 20%) Merit / Demerit KPI Title Max Quarter 1 Quarter 2 Quarter 3 Quarter 4 Max 100 % Quarter 1 80 % 16.00 % Quarter 2 80 % 16.00 % Quarter 3 80 % 16.00 % Quarter 4 80 % 16.00 % Target > 90 % > 90 % Jan 85 % 90 % Feb 86 % 90 % Mar 86 % 90 % Apr 87 % 90 % May 88 % 90 % Jun 90 % 90 % Jul 90 % 90 % Aug 89 % 90 % Sep 90 % 90 % Oct 90 % 90 % Nov 90 % 90 % Dec 90 % 90 % Max 3% 2% 2% 3% Quarter 1 3% 2% 2% 1% 8.00 % Quarter 2 3% 2% 2% 1% 8.00 % Quarter 3 3% 2% 2% 1% 8.00 % Quarter 4 3% 2% 2% 1% 8.00 %

87.50 % 88.00 % 88.00 % 88.50 % 89.00 % 90.00 % 90.00 % 89.50 % 90.00 % 90.00 % 90.00 % 90.00 % 43.75 % 44.00 % 44.00 % 44.25 % 44.50 % 45.00 % 45.00 % 44.75 % 45.00 % 45.00 % 45.00 % 45.00 % 43.92 % 44.58 % 44.92 % 45.00 %

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MERIT DEMERIT SCORE (MAX 20%) Remarks Title MERIT DEMERIT CUSTOMER COMPLAINTS Final Result Title ADMIN KPI AUDIT MERIT TOTAL

60 60

0 0 0.00 %

0 0 0.00 %

0 0 0.00 %

0 0 0.00 %

Quarter 1 ... ... ... ... ... ...

Quarter 2 ... ... ...

Quarter 3 ... ... ...

Quarter 4

Quarter 1 8.00 43.92 16.00 0.00 67.92 8.00 44.58 16.00 0.00 68.58

Quarter 2 8.00 44.92 16.00 0.00 68.92

Quarter 3 8.00 45.00 16.00 0.00 69

Quarter 4

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6. INQUIRY & FEEDBACK SMS Send SMS to 0322402940 Portal www.netops.tm.com.my

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