Request for Quotation Document For Conducting Training on Complaint Resolution (Internal & External) Ref. No. 1000185795 Team Manager (Project CUBE) Bharatt Petroleum Corporation Limited Shanti Bhavan, Ground Floor, Bharat Bhavan III Walchand Hirachand Marg, Ballard Estate, Mumbai 400 001 Phone : 022-22713036 / 22713855 Bid Closing on: 3 p.m., 10 th May 2013
Bharat Petroleum Corporation Limited (BPCL) invites sealed offers for conducting training program on Complaint Resolution for its officers across four regions North, South, East & West in the prescribed format under a two part bid (Technical and Price Bid system). 1. Purpose of Tender The purpose of this document is to present the requirements of BPCL and to invite Technical and Commercial proposals under the two part bid tender process from experienced, able & reputed training institutes/agencies registered in India for training BPCL officers on resolving customers complaints, both internal and external. The proposed contract shall be effective from the date of award of contract and the term of the proposed contract shall be for 2 months from the date of award of the contract. BPCL may place repeat order within one year with mutual consent, on the same terms and conditions. 2. Scope of Work: 2.1. Sensitize our officers on the importance of immediate resolution of customer complaints leading to enhanced customer satisfaction. Customers should be able to differentiate the customer service of BPCL from its competitors. Case studies to be shared as required. An emphasis needs to be given to the following: 2.1.1. Sensitization and sharing market experience through case studies 2.1.2. Route cause analysis 2.1.3. Issues with respect to delayed call closure 2.1.4. Issues with respect to call re-opening 2.1.5. Issues with respect to handling crank callers 2.1.6. Issues with respect to bad behaviour of a channel partner/its staff 2.1.7. Current scenario of complaint resolution in BPCL and the way forward 2.1.8. CRS package familiarization 2.2. Put in place a monitoring mechanism for sustaining the change. - 2 -
3. Proposed Plan A total of 8 training programs, two each at Mumbai, Noida, Chennai and Kolkata totally covering approx 200 officers. Training needs to be completed within a maximum of 2 months of award of the contract on dates as mentioned by BPCL 4. Payment Terms 4.1. Payment will be made against invoices submitted on completion of all the training programs i.e. 8 training programs 4.2. No advance payment shall be made by BPCL 5. Method for Submission of Bids / Proposals: The proposals shall be submitted in two parts: Part 1 : Technical Bid Part 2 : Price Bid The successful tenderer shall be short listed after taking into consideration the overall suitability and quoted cost to BPCL. The tender document consists of the following documents: Sr. No. Document Attachment Details 1 Instructions to tenderers Annexure I 2 Tenderer s credential and technical bid Annexure II 3 Price bid Annexure III 4 General terms & conditions Annexure - IV - 3 -
Annexure I INSTRUCTIONS TO TENDERERS 1. Submission of Technical and Price Bids Sealed offers in the appropriate form will be received in the office of the Team Manager, Project CUBE up to 3.00 p.m. on 10 th May- 2013. The technical bids of the tenders will be opened on 14 th May 2013 at Bharat Bhawan III, Ballard Estate, Mumbai 400 001. All the tenderers or their representatives duly authorized in writing by them may be present for the opening. 2. Submission of Earnest Money Deposit (EMD) Unless the EMD of Rs. 50,000/- (Rupees Fifty Thousand only) through pay order or DD of a nationalized bank or scheduled bank in favour of Bharat Petroleum Corporation Ltd. payable at Mumbai is paid, the tender will be rejected. Tender with EMD submitted in any other form or EMD not found enclosed with the technical bid shall be rejected. On finalisation of the contract, the EMD shall be returned to the unsuccessful bidders. No interest shall be payable on Earnest Money Deposit (EMD). 3. Security Deposit On award of the contract, the EMD of the successful tenderer shall be converted into security deposit. The security deposit can also be in the form of a bank guarantee of a nationalized bank or a scheduled bank for Rs. 50,000 (Rupees Fifty Thousand only) and shall be produced by the tenderer within 7 days from the date of acceptance of the tender. The agreement shall be executed only thereafter. This security deposit shall be released within three months of the expiry of contract with BPCL. 4. Bid Documents - 4 -
The tender bids shall be submitted as per the two envelope system. The first sealed envelope shall be technical bid envelope, which shall also contain the EMD in the form of a banker s pay order or DD in a separate envelope with a mention of EMD on the envelope. This first sealed envelope shall be super scribed with the words Technical Bid Offer Along with EMD. The second sealed envelope shall be the price offer envelope which shall contain the price bid offer in the prescribed tender form duly filled in. This second sealed envelope shall be super scribed with the words Price Bid Offer Both the first and second sealed envelopes shall be put in third envelope which shall also be sealed. The third envelope shall be superscribed with the words Training on Complaint Resolution. The price bids of only those whose technical bids that are found valid will be opened. The right to accept or reject any offer or all offers without assigning any reason is reserved by BPCL. All pages of the tender document shall be signed and stamped appropriately by the authorized person and submitted along with Annexure I to IV at the following address: Team Manager (Project CUBE) Bharat Petroleum Corporation Ltd, Shanti Bhavan, Ground Floor, Bharat Bhawan III, Walchand Hirachand Marg, Ballard Estate Mumbai 400 001 5. Tender Response Timelines BPCL would require the potential partners to respond by 3:00 p.m. on 10th May 2013. The tenderer could be disqualified if the data in the forms is incompletely filled up. - 5 -
Annexure II TENDERER S CREDENITALS AND TECHNICAL BID BHARAT PETROLEUM CORPORATION LIMITED Team Manager (Project CUBE) Shanti Bhawan, Ground Floor, Bharat Bhawan III, Walchand Hirachand Marg, Ballard Estate, Mumbai 400 001. TENDER DOCUMENT NO: DUE DATE : 10 th May 2013 DUE TIME : 3:00 p.m. - 6 -
CONTACT PERSON DETAILS Tenderer is requested to fill in the following details: 1. Name of the contact person at tender s office who can be contacted for clarifications, if any. Any clarifications given by this contact person will be binding on the tenderer. 2. Designation : 3. Phone No. : 4. Fax No. : 5. E mail Id : 6. Address for Correspondence : - 7 -
Response Format for Technical Offer Evaluation: BPCL will initially evaluate potential tenderers based on the Credentials & Technical Bid offer. We may also require a presentation on the proposed program as well as interviews for clarifications on the Technical Bid offer submitted. Please ensure that you accurately provide all the information listed below in your response. TENDERER S TECHNICALS, BIO-DATA AND BUSINESS STANDING 1 Name of the Tenderer Name of the Main Person Full Postal Address Landline Telephone No. Mobile Telephone No. Fax No. E mail ID 2 Whether the tenderer is a private or public limited concern, Hindu undivided family, individual or a registered partnership firm? 3 The tenderer must be registered in India 4 Organizational profile, main business activities, training experience 5 No of trainers 6 Profile of management / core team 7 Years of training experience (minimum 3 years) 8 Permanent Income Tax Account No. and IT clearance certificate of last 3 years 9 Copies of audited Balance sheet for the last 3 years in support of turnover (minimum annual turnover of the training deptt. to be Rs. 25 lacs.) 10 Service Tax Registration No. - 8 -
11 Client references if executing training activities of other companies 12 Any other relevant information, the tenderer may wish to furnish. 13 Suggested training module We have read the tender documents and understood the same in full and declare that we will abide by the same. We also enclose the tender document duly signed in token of our acceptance. SIGNATURE: NAME OF THE APPLICANT: DATE: RUBBER STAMP : ADDRESS : - 9 -
Annexure III PRICE BID TENDER DOCUMENT NO: 1. We have read the tender document comprising annexure I to IV and have understood the same fully and completely. 2. We hereby agree and undertake to either convert the EMD into a security deposit or give a Bank Guarantee (s) equivalent to Rupees Fifty Thousand only (Rs. 50,000/-) from a nationalised / scheduled bank in favour of Bharat Petroleum Corporation Ltd., payable at Mumbai as per the proforma prescribed by BPCL in terms of the agreement to be executed by us after acceptance of our tender. 3. Our offer is valid for 180 days and would also be valid during the period, if any, extended by BPCL which shall not be in any case be more than 30 days beyond the period of 180 days. 4. The rates quoted by us are inclusive of all taxes, duties and all levies and other charges as applicable. - 10 -
Price Bid: COLLECTI VE RFQ NO. DATED:0 3.0 5.2 0 1 3 DUE DATE : 1 0.0 5.2 0 1 3 / TI ME : 3.0 0 p.m. Descript ion Quantit y SR. NO. (A) (B) 1 Training t o SOs,TMs, OOs on CRS w it h 2 days per program and 25 officers Rat e per program per program m e Am ount ( C ) Am ount for 8 program s (Colum n C above * 8) 2 Designing of Training Module 3 Tot al I n W ords : Rs. Service Tax in..% as part of final rat e in colum n 'C" NOTE:- 1 The above rat es are inclusive of Service Tax and Ot her, if applicable( t he vendor t o quot e rat e aft er adding basic rate and service t ax-educat ion cess -- Colum n ' C') 2 Pl. refer scope of w ork for t ender det ails before filling up t he rat es - 11 -
Annexure IV General Terms & Conditions 1. Travelling, conveyance and lodging arrangements will be in the scope of vendor (To be included in the cost of training program) 2. Service tax is part of the rate quoted (i.e. the rate is basic rate plus service tax incl. education cess). The vendors should indicate the applicable service tax % (included in the final rate, as above), in the price bids. The successful vendor shall give a Tax-invoice giving the split of service tax, as per the price bid. The price bid evaluation shall be based on the final rate (incl. service tax) and final amount on L1 (lowest quote) basis (after technical bids are approved and vendor qualifies). 3. The rates quoted shall be per training program. 3.1. The quoted rates shall be valid for acceptance for the period of 180 days from the date of opening of the technical bid 3.2. The participating vendor should submit the suggested training module along with the technical bid of the tender for evaluation. 3.3. BPCL reserves the right to terminate the finalized contract, during the course of training, based on assessment/feedback of training effectiveness from participants/bpcl Officers. 3.4. No escalation in rate shall be entertained during the contract period. In case service tax % increase/decreases, during the contract period and as per government notification, the vendor is in order to claim the revised service tax, as applicable after producing supporting documents. 4. BPCL reserves the right to extend the contract by 2 more months on the same terms & conditions. 5. The job awarded under this contract cannot be subcontracted. 5.1. Quotation received after the due date will not be entertained - 12 -
5.2. No quotation will be accepted without your rubber stamp and signature. 5.3. Your quotation must be strictly enclosed in a sealed envelope indicating the Collective RFQ No. 1000185795 and due date. 5.4. For all future correspondence please mention the collective RFQ number 6. The successful bidder has to sign the 'Non Disclosure Agreement(NDA)' on Rs. 100/- stamp paper (Non Judicial) from their competent authority as a compliance for the 'Non Disclosure Agreement' in line with BPCL's IS Security Policy(Soft copy of NDA will be provided to you once the tender is finalized). The purchase orders will not be placed without entering into the above NDA. If the NDA has already been submitted, please ignore this clause. 7. INTELLECTUAL PROPERTY 7.1. BPCL retains all rights to its pre-existing intellectual property and any intellectual property it creates in connection with the agreement 7.2. The vendor assigns to BPCL all rights in any work product developed pursuant to the agreement and acknowledges that all materials created by the vendor pursuant to the agreement shall be deemed to be owned by BPCL. If the vendor does not agree to an assignment, then the vendor should, at a minimum, grant BPCL a perpetual, irrevocable, worldwide, royalty-free license to use the work product developed pursuant to the agreement. 8.FORCE MAJEURE: Any delays in or failure of the performance of either part hereto shall not constitute default here under or give rise to any claims for damages, if any, to the extent such delays or failure of performance is caused by occurrences such as Acts of God or the public enemy expropriation or confiscation of facilities by Govt./authorities, compliances with any order or request of any Government authorities, acts of war, rebellion or sabotage or fires, floods, explosions, riots or strikes. The vendor shall keep records of the circumstances referred to above and bring these to the notice of BPCL in writing immediately on such occurrences. 9. LIQUIDATED DAMAGES - 13 -
Time is the essence of the contract. In case the vendor fails to complete the whole work within the stipulated period, he shall be liable to pay liquidated damages of 0.5% of the value of contract per week and or part thereof of the delay subject to a maximum of 5% of the value of the contract. BPCL shall be at liberty to adjust or deduct the said amount of liquidated damages from any amount due to the vendor including the Security Deposit. 10. PURCHASE PREFERENCE CLAUSE 10.1. BPCL reserves its right to allow Public Sector Enterprises (Central/State), purchase preference as admissible / applicable from time to time under the existing Govt. policy. Purchase preference to a PSE shall be decided based on the price quoted by PSE as compared to L1 vendor at the time of evaluation of the price bid. 10.2. BPCL reserves its right to allow Micro and Small Enterprises (MSEs) and MSEs owned by Scheduled Caste (SC) or the Scheduled tribe (ST) entrepreneurs, purchase preference as admissible/applicable from time to time under the existing Govt. policy. Purchase preference to a MSE and a MSE owned by SC/ST entrepreneurs shall be decided based on the price quoted by the said MSEs as compared to L1 vendor at the time of evaluation of the price bid. 11. ARBITRATION CLAUSE : 11.1. Any dispute or difference of any nature whatsoever, any claim, cross-claim, counter-claim or set off of BPCL / vendor against omission or on account of any of the parties hereto arising out of or in relation to this contract shall be referred to the Sole Arbitration of Director (Marketing) / Director (HR) / Director (R) of BPCL as the case may be or to some officer of BPCL who may be nominated by them. 11.2. In the event the arbitrator being unable or refusing to act for any reason whatsoever, the said directors of BPCL shall designate another person to act as an Arbitrator in accordance with the terms of the said contract / agreement. The Arbitrator newly appointed shall be entitled to proceed with the reference from the point at which it was left by his predecessor. 11.3. It is known to the parties herein that the Arbitrator appointed hereunder is an employee of the Corporation and may be a share holder of the Corporation. - 14 -
11.4. The award of the Arbitrator so appointed shall be final, conclusive and binding on all the parties to the contract and the law applicable to arbitration proceedings will be the Arbitration and Conciliation Act, 1996 or any other enactment in replacement thereof. 11.5. The language of the proceedings will be in English and the place of proceedings will be Mumbai. 11.6. The parties hereby agree that the Courts in the city of Mumbai alone shall have jurisdiction to entertain any application or other proceedings in respect of anything arising under this Agreement and any Award or Awards made by the Sole Arbitrator hereunder shall be filed, if required, in the concerned Courts in the City of Mumbai alone. 12. RECOVERY OF SUMS DUE: Whenever, any claim against vendor for payment of a sum of money arises out of or under the contract, BPCL shall be entitled to recover such sums from any sum then due or when at any time thereafter may become due from the vendor under this or any other contract with the owner and should this sum be not sufficient to cover the recoverable amount of claim(s), the vendor shall pay to BPCL on demand the balance remaining due. 13. CONFIDENTIALITY OF TECHNICAL INFORMATION: Drawing, specifications and details shall be the property of the BPCL and shall be returned by the Vendor on demand. The Vendor shall not make use of drawing and specifications for any purpose at any time save and except for the purpose of BPCL. The Vendor shall not disclose the technical information furnished to or organized by the Vendor under or by virtue of or as a result of the implementation of the Purchase Order to any person, firm or body or corporate authority and shall make all endeavours to ensure that the technical information is kept CONFIDENTIAL. The technical information imparted and supplied to the vendor by BPCL shall at all time remain the absolute property of BPCL. Imparting of any confidential information by the Vendor will be breach of contract. 14. GOVERNING LAW These General Purchase Conditions shall be governed by the Laws of India. - 15 -
15. NO FUTURE AGREEMENTS Nothing herein shall be construed as obligating or be deemed to obligate the parties to enter into any future agreement with respect to the business relationship contemplated herein or the confidential information disclosed hereunder. 16. NO OBLIGATION TO DISCLOSE Nothing herein shall be construed as obligating or be deemed to obligate either party to disclose any particular confidential information to the other. ALL ABOVE TERMS & CONDITIONS ARE ACCEPTABLE TO US - 16 -