Procedure SA-P1 - Procedures Pertaining to Saudi Agent Operations

1           Introduction:

1.1       Purpose

The purpose of this document is to (a) understand/review the procedures of Arabize by the Saudi Agents, (b) revise certain procedures as it relates to the operations of Arabize when working with the Saudi Agents in Saudi Arabia, (c) ensure that Arabize’  operations in Saudi Arabia are compliant with ISO 9001 and ISO 17100, (d) confirm that the Saudi Agents understand and comply to these procedures as applicable to them, (e) provide a framework under which the Saudi Agents  can work towards being compliant with these international standards and (f) be in a position to promote and market Arabize and the Saudi Agents’ compliance to its Clients and on miscellaneous social media platforms in Saudi Arabia. 

This document is applicable only on projects in Saudi Arabia that are instigated and signed with the Saudi Agent and does not include allowances for direct dealings as specified in the Exclusivity Agency Agreement. 

1.2       Executive Summary

The proposed changes to the procedures discussed between the parties and studied by the Saudi Agent (Reviewed Procedures) can be summarized into seven main points:

a.     The Saudi Agents and Arabize (the Parties) are committed towards implementation of these amendments.

b.     As part of the technical support, Arabize shall conduct reviews and issue reports on different aspects of the Saudi Agents operations to ensure compliance with the procedures and identify areas of non-conformity and improvement.

c.      On all types of Projects the Saudi Agent shall appoint a customer relations manager (CRM-SA) to manage the relationship with the Client. The CEO of the Saudi Agent (CEO-SA) may take on the role of the CRM-SA. The CRM-SA shall report to the CEO-SA and coordinate with Arabize’ Customer Relations Manager (CRM) and other involved staff from Arabize such as project managers (PM)s, Project Owners (PO)s and Project Leads (PL)s (Senior Staff).

d.     For all types of Projects, the interface between the Client and Arabize’ Senior Staff shall be coordinated and agreed with the Saudi Agent beforehand and throughout the Project to ensure clear lines of responsibility and proper communication. That being said, the Parties agree to empower Arabize senior staff to conduct their work. That includes communicating directly with the Client in an efficient way.

e.     During work on all types of Projects there shall be coordination meetings between the Parties such as the inter-party kickoff meeting, key client meetings, non-conformity and client complaint meetings, etc...

f.       The Saudi Agents may appoint project managers and translation staff. However, this shall be done using the technical support of Arabize. Also, such staff and the roles they play in any Project shall be in line with the qualifications and work processes mentioned in Arabize’ procedures.

g.     The Saudi Agents shall implement security and backup procedures in using the Cloud to ensure the confidentiality and protection of its clients and other data. The Saudi Agents shall comply with relevant Arabize IT procedures as amended to reflect its operating conditions. The Saudi Agent shall appoint a senior person responsible for managing and maintaining the Cloud. Arabize IT Manager shall provide technical support in the setting up and maintenance of the Saudi Agents’ Cloud.

See attached file for complete procedure.