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SayPro Human Capital 10 Minutes Response Management Procedure SayProP569

SayPro is a Global Solutions Provider working with Individuals, Governments, Corporate Businesses, Municipalities, International Institutions. SayPro works across various Industries, Sectors providing wide range of solutions.

Email: info@saypro.online Call/WhatsApp: + 27 84 313 7407

Written by

Neftaly Malatjie

in

SayPro Human Capital 10 Minutes Response Management Procedure

Document Code: SayProP569
Approved By: Neftaly Malatjie, Chief Executive Officer
Last Reviewed: [Insert Date]
Next Review Date: [Insert Date, 6 months from today]

Policy Owner: SayPro Royal Committee and SayPro Chief Digital Technology Officer (SayProCTR-2)

1. Purpose

To the Chairperson of SayPro, all SayPro Royal Committee Members, all SayPro Royal Chiefs and all SayPro Human Capital

Kgotso a ebe le Lena

Please note that this Policy aims to outline that all SayPro Human Capital shall respond to enquiries and attend to all the needs of SayPro Ideas, Client Enquiries and Support needs within 10 minutes after receiving the enquiry or requests.

Should someone fail to meet the 10 minutes deadline. The persons role shall be reviewed for capacity to handle the pressure and requirements.

This procedure outlines SayPro’s commitment to rapid and consistent responses within 10 minutes across all Human Capital-related communications and support platforms to enhance efficiency, professionalism, and stakeholder satisfaction.

2. Scope

This applies to:

  • All SayPro Human Capital Officers, Royal Directors, and Deputy Chiefs.
  • Internal platforms, emails, chats, support tickets, apps, and calls involving Human Capital inquiries.
  • Stakeholders, clients, students, learners, contractors, and partners engaging with SayPro services.

3. Definitions

  • 10-Minute Response: The initial acknowledgment or reply provided within ten (10) minutes of receiving a communication or request.
  • The recipient shall receive the requested information within that time
  • Response Channels: Includes email, Ideas, SayPro platforms, CRM systems, web chats, ticketing portals, and phone lines.
  • Acknowledgement: A reply that confirms receipt, sets expectations, or begins engagement—even if a full resolution is pending.

4. Policy Statement

SayPro Human Capital is committed to maintaining a high standard of responsiveness. Every communication must be acknowledged within 10 minutes during operating hours. This promotes trust, timely service delivery, and accountability.

5. Procedures

5.1. Monitoring

  • All Human Capital Officers must actively monitor assigned channels during duty hours.
  • Auto-responders may be used for off-hour communications but must be followed up on immediately upon return.
  • Ensure that you inform the person and request extension of time should you not meet the 10 minutes deadline

5.2. Response Protocol

  • Within 10 minutes, respond with one of the following:
    • A direct answer if known.
    • A confirmation of receipt with an estimated timeline for resolution.
    • Redirect the query to the appropriate department or officer.
    • Respond to the need

5.3. Escalation

  • If a response or resolution is delayed beyond 10 minutes, the case must be escalated to a Royal Chief Executive Officer.
  • Escalation logs must be recorded in the SayPro Ideas system or communication log file.

6. Roles and Responsibilities

RoleResponsibility
SayPro Human Capital OfficersMonitor and respond within 10 minutes.
SayPro Royal DirectorsSupervise compliance and manage escalations.
Deputy ChiefsApprove exceptions and implement corrective action.
Platform AdministratorsEnsure system notifications and alerts are functioning.

7. Tools and Templates

  • 10-Minute Response Log Sheet
  • Auto-Response Email Template
  • Chat Acknowledgment Template
  • Escalation Form Template
  • Communication Channel Checklist

8. Compliance

Failure to comply with this procedure may result in internal review, warnings, or reassignment. Performance will be monitored weekly to ensure adherence to the 10-minute rule. Consistent non-compliance may affect progression or eligibility for leadership roles.

9. Frequently Asked Questions (FAQs)

Q1: What if I’m busy in a meeting or call?

A1: Set your status to “Busy” and use auto-replies. Check messages immediately after and respond promptly.

Q2: Does this apply after working hours?

A2: No, but you must respond immediately once your duty period resumes. Use automated messages to manage expectations.

Q3: What happens if I can’t resolve the issue?

A3: Acknowledge the message and escalate or forward it to the relevant person, keeping the requester informed.

Q4: How do I track my responses?

A4: Use the 10-Minute Response Log Sheet or your CRM dashboard daily.

Document Code: SayProP569
Approved By: Neftaly Malatjie, Chief Executive Officer
Last Reviewed: [Insert Date]
Next Review Date: [Insert Date, 6 months from today]

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