GUOL IMPORTANCE NOTICES

Mails and Important information shared

Recap from AGM 2021/2022- Doing the Right thing, the right way, every time

Dear Team,

Sequel to the Annual General Meeting held with all station supervisors and representatives in February, I would like us to break out of old patterns and make new behaviors permanent.

Our theme for the Year is, Operational Excellence, doing the right thing, the right way, every time.

Key highlights from the meeting which I would like us to work on for the year are;

 When in doubt or in need of clarifications, do well to reach out so that answers or solutions can be provided.

ATTENTION WHILE REGISTERING PARCELS- WARNING ON QUANTITY ERROR

Dear All,

Looking through requests on changes to be made on PIDs from various stations, it has now become a trend to receive mails to change quantity of items due to errors made out of negligence and lack of proper verification before saving record of parcels during registration. Additional quantity equates to additional print out of barcode which equates to additional money spent on operational materials by Company.

In order to curb this, going forward any additional quantity added to an Item in a PID which was added out of negligence and lack of proper verification will cost N100 per additional quantity (i.e. if you are meant to have 1 quantity and you put 2, then you will pay N100, if you are meant to have 1 quantity and you put 50, then you will pay N4,900)

This amount will be harvested (debited) monthly from you as the error occurs. Failure to send a mail/escalate when such mistakes are made will be taken as “Intention to Conceal” which will follow with a double harvest.

 

CPS’ are to fish out and send mails on such errors when they observe them.

 

PEOPLE DON’T PAY ATTENTION UNTIL THEY HAVE TO – Meredith Whitney

 

A SIMPLE ACT OF PAYING ATTENTION CAN TAKE YOU A LONG WAY- Keanu Reeves

POS GUIDELINES

GUO LOGISTICS LTD

INTERNAL MEMO

FROM: Account Department

TO: ALL STAFF

DATE: February 19th 2019

SUBJECT: DELIVERY OF POS MACHINE WITH TERMINAL ID

We write to request your acknowledgement of the receipt of one Fidelity Bank POS machine with the above Terminal ID. Kindly ensure adherence to polices and Procedure regarding its use.

The operation of the machine is very easy and only has three steps. Press and HOLD the red button to power the machine. Password is; 123456

STEP 1; Enter the PURCHASE Option by pressing button 1 and after which you enter the PAY Option by pressing button 1 again

STEP 2; Request for the Customers card and INSERT IT into the machine and ask the customer if it is savings (press1) or Current (press2)

STEP3; Enter the amount e.g. 5,000.00 and hand over to customer to input his password and after which, you will collect it from customer and press the Green button ENTER.

STEP 0: If you are not certain please visit the transport section to help you operate it

NOTE THAT a receipt will be generated and after which, you are expected to press any button to generate a second receipt for the customer.

NOTE THAT we have seen a situation where a staff wants to input 5,000.00 but ended up typing only 50.00 Such staff did not check to confirm what he typed was =N=50 and not =N=5,000 that he intended.

NOTE THAT all successful POS transaction was state APPROVED.

FRAUD DETECTION NOTICE

We wish to inform you that we have a staff whose only duty is to review the POS receipts from all terminals and where any of the above fraudulent act or any other act which is deemed to be fraudulent is discovered, such staff salary account will be debited three times the amount involved including the possibility of dismissal.

Thank you and please acknowledge and return the duplicate copy to account Department

Oyiliona Ikechukwu

PACKAGING & PARCEL DESCRIPTION NOTIFICATION FOR ALL STATIONS- DOs & DONTs

Dear Staff,

I hope you are having a productive day.

Kindly spend some minutes in digesting the information below.

Going forward, Kindly note that the CSR carrying out the registration of any parcel will be held fully responsible when any issue of poor packaging arises and will be treated in a just manner. All CSRs and Operation Supervisors registering parcels, Must carry out thorough inspection of the item(s) in front of them from Returning and New customers alike. There will not be tolerance for assumptions made on any parcel during registration.

Ensure also that when describing the parcel, the proper description is used, stating the actual item(s) and  type of packaging material used (e.g. Fabric in GMB, Yam in Brown Sack etc.). The right quantity and weight of the parcel should be captured. ALWAYS review your registration before saving record. If any errors are made, do well to escalate immediately via mail and ensure your mail is sent to the accurate email addresses and it leaves your outbox.

Error in quantity and weight attract penalties which have been shared in an email earlier with subject (ATTENTION WHILE REGISTERING PARCELS- WARNING OF QUANTITY ERROR), and is also on Knowledge Base.

The Central Processing Station is not an office for packaging or repackaging parcels. It distorts their work activities when they have to do this task.

However, they will serve as Surveillance(Control measure) for Business Operations.

Report mails should be sent to Benita.m@guologistics.com , compliance@guologistics.com , resolution@guologistics.ng & emeka.amadi@guologistics.ng

Failure to abide by the instructions above will now come with strict debits

 

These errors can be easily identified during tripping of parcels whether you make use of the scanner or not (PAY CLOSE ATTENTION, When tripping or acknowledging parcels).

Rush is not an excuse for making an error, It just shows that you are disorganized and you need order.

Company does not delight is punishing any staff, however if you fail to conform to these rules then the necessary sanction will be carried out.

 

LOGISTICS STATION STAFF DRESSING CODE POLICY

GUOL STAFF DRESS CODE is -BUSINESS CASUAL (i.e. Smart and professional)

Scope:
This policy applies to all employees of GUO Transport and Logistics during working hours.

  1. Work Attire:

o Men:

o Women:

  1. Inappropriate Attire:
  1. Personal Hygiene:

General Guidelines:

Effective October 01, 2024, there will be a full enforcement of our dress code policy. Specific penalties will apply to individuals who violate or disregard this policy, which include:

  1. N2000 penalty per infraction for defaulting Supervisors.
  2. N1000 penalty per infraction for defaulting staff.
  3. In any event that a supervisor fails to escalate a subordinate’s default, an amount equal to double the penalty shall apply.
  4. Suspension or termination of employment where the default has continued despite repeated admonitions.

 

LOGISTICS CHARTERS NOTIFICATION

In order to have a proper record of all Charter requests from Stations, kindly send a mail to (BOM: benita.m@guologistics.com, Compliance: compliance@guologistics.com , Logistics Operations Manager: oluwaseyifunmi.ebijimi@guologistics.ng & Operations: operation@guologistics.ng )& the CPS in your station) stating the following (use as template):

As soon as a go ahead is given and payment is made to Company account, the Charter is registered on the App and tripped out to the receiving CPS. Kindly send another mail providing the below information.

*The destination station where the Charter is registered to should be notified about the charter movement in order to follow up once delivered, so that customer collection can be processed timely on the App. Put the Destination Station in copy when sending out PID for the Charter.

*All Charters in Lagos Stations should go through Lagos CPS for confirmation before embarking on the trip, excluding the ones from Ajah Station

*The Charters from and to the Southern & Eastern Stations should go through Onitsha CPS before embarking on the trip, except for stations that do not pass through Onitsha to their destination

*The Charters from Abuja Stations should go through Abuja CPS before embarking on the trip.

*Also note that if a charter is going to a destination in Abuja, it needs to pass through Abuja CPS for confirmation before delivery to the customer's door step.

Parcel Caging Notification

Dear All,

We introduced the "Parcel Caging" feature in our system to ensure accurate capture and recording of caging costs. However, we have noticed inconsistent usage of this feature.

From now on, it is MANDATORY to record the charges for parcel caging. This applies whether you or a carpenter at your station performed the caging. The caging cost MUST be documented on the system.

Note: If an item arrives already caged by the customer, this information should be entered in the “Additional Information” column.

Failure to comply may result in penalties or disciplinary actions.

If you have any questions regarding this message, please reach out for further clarification.

Items that need to be caged are Television of all sizes, Computer Monitors, Washing Machine with glass, Gas Cooker with glass top or side glass, Table top burner with glass, Solar Panel, Microwave, Ceramic Plate in Carton etc

Important Update: Accurate Charging for Bulky and Irregular-Sized Parcels

Shared on 4th September, 2024

Dear All,

Due to the recent fuel crisis and rising operational costs, it’s crucial we accurately charge for bulky parcels. Some stations have undercharged recently, which must be corrected immediately.

Please note that bulky items include not only large or heavy parcels but also irregular-sized parcels and multiple items packed together as a single unit.

For any pricing issues or queries about bulky parcels, including irregular-sized or multiple items-in-one parcels, please consult the BOM, Compliance, or Regional Supervisors. Ensure you provide the following for faster resolution:

Thank you for your usual cooperation, looking forward to a better floe of operations.

Please if you do not understand the message above kindly reach out to your Station supervisor or Regional supervisor for guidance.

Reminder: Restricted Items for Core Northern Station Deliveries

Shared 5th September 2024

Dear All,

We would like to remind everyone of the core northern stations we service: Zaria, Kano, Kaduna, Yola, Jalingo, Jos, and Bauchi. To ensure smooth delivery and maintain the quality and safety of the items entrusted to us, we have restrictions on certain items that we do not carry specifically to these stations above. These items include:

These restrictions are in place primarily due to the distance involved and the mode of conveyance used for deliveries to these locations. By adhering to these guidelines, we aim to maintain the same quality of the items as they were when received from the sender, ensuring customer satisfaction.

For further details, please refer to the list of prohibited items available on our knowledge base.

Thank you for your cooperation.

Introduction of Masking Tape for Improved Packaging Accuracy

Shared 6th September, 2024

Dear Team,

To boost the effectiveness, efficiency, and professionalism of our packaging process, we are implementing masking tape for multiple-quantity parcels and same-colored bags. This method will ensure greater accuracy.

Here's how it works:

This straightforward solution will enhance our packaging process and uphold high professional standards.

Kindly find attached video of how to use this masking tape, it should not be wasted.

MEMO: Signature Tab and Pen usage and maintenance

Shared 26th August, 2024 

Dear Team,

We have been distributing signature tabs to all offices to streamline the registration of parcels and the processing of collected parcels. It has come to our attention that these tabs are not being utilized to their full potential. This memo aims to emphasize the importance of proper use and maintenance of these devices to ensure efficiency and longevity.

Proper Use of Signature Tabs and Pens

  1. Signature Process:
  • Handling the Signature Tab and Pen:
  • Training and Support:

    • Maintenance of Equipment

    By adhering to these guidelines, we can enhance our operational efficiency and provide better service to our customers. Thank you for your attention to this matter and for your continued dedication to maintaining high standards in our daily operations.

    If you have any questions or need further clarification, please do not hesitate to reach out

    Proper Use of Issued Clipboards and Updates to Customer Delivery Information Forms

    Shared 11th September, 2024

    Dear Team,

    It has come to our attention that some logistics stations and staff members are unaware of the purpose and use of the clipboards that were issued to aid in the parcel registration process. This memo aims to clarify the importance of these clipboards in our daily operations and to inform you about an update to the customer delivery information forms.

    Purpose of the Clipboards:

    The clipboards have been provided to all logistics stations to assist our customers in filling out the "Customer Delivery Information Form" before their parcels are registered. Here’s how they help improve our operations:

    1. Speeds Up Registration: Customers complete forms while waiting, reducing time at the counter.
    2. Improves Customer Experience: Provides a stable surface for filling forms, enhancing comfort.
    3. Reduces Errors: Clearer, more accurate information reduces processing delays.
    4. Streamlines Operations: Allows staff to focus on other tasks by reducing form-filling time at the counter.

    Action Required:

    All station supervisors and staff are hereby instructed to:

    Update to Customer Delivery Information Forms:

    Please be aware that a new section has been added to the "Customer Delivery Information Form" to collect customers' email addresses. Kindly find the new form attached to this mail. This addition is crucial as it will allow us to:

    Action Required:

    Thank you for your attention and commitment to service excellence.

    Important Guidelines for Handling Travelling Boxes to Ensure Safe Delivery

    Shared 30th September, 2024

    Dear All,

    To maintain high standards of customer satisfaction and ensure the safe delivery of all types of travelling boxes—whether fabric, plastic, or metal hard-shelled—the following guidelines must be strictly adhered to:

    1. Shrink Wrapping: All travelling boxes must be shrink wrapped for protection.
    2. Hard-Shelled Boxes: For plastic or metal hard-shelled boxes, they must first be wrapped with flat cartons and then shrink wrapped to prevent damage during transit.
    3. Positioning: Travelling boxes should always be laid flat on the floor (not standing) both during transportation and while in the station, to prevent shifting or toppling.
    4. Handling: All boxes must be carried, not dragged or rolled on their wheels, to avoid unnecessary wear and tear.
    5. Defect Inspection and Registration:
      While registering travelling boxes, staff must carefully inspect them for any possible defects, such as:

    Any identified defects must be recorded in the logistics portal during the registration process to ensure accurate tracking and accountability.

     6. Complete Wrapping: Ensure that the wrapping of the boxes is thorough, covering the entire box from top to bottom, including the wheels.

    Adherence to these guidelines is crucial for safeguarding the boxes and avoiding unnecessary damages. It is imperative that CPS teams assist in identifying stations that are not following these simple but essential instructions.

    For any clarification or further assistance, please feel free to reach out to the BOM, Compliance, Resolutions, or your Regional Supervisor.

    Thank you for your cooperation in upholding these standards.

    CLARIFICATION ON PARCEL DESTINATION: BALOGUN STATION vs. BALOGUN MARKET IN TRADE FAIR

    Shared 17th October, 2024

    Dear Team,

    It has come to our attention that there is confusion among senders regarding the intended destination for parcels, specifically between Balogun Station and Balogun Market located in Trade Fair. This misunderstanding has led to several instances of parcels being sent to our Balogun Station when they were meant for Balogun Market, resulting in unnecessary rerouting costs and delays.

    To prevent further complications, it is crucial that we educate our senders on the distinction between these two locations.

    Please ensure that when communicating with senders, they are made aware of the following:

    When sending parcels, it is essential for senders to clearly specify which location they intend the parcel for.

    As CSRs, it is your responsibility to proactively inform senders about the differences and ask them to specify their intended destination clearly; and also educate all members of your team to reinforce the importance of this distinction and proper communication with senders.

    By taking these steps, we can reduce the incidence of rerouted parcels and associated costs, ultimately enhancing our service efficiency and customer satisfaction.

    Thank you for your attention to this matter and your continued commitment to operational excellence.

    PROPER PACKAGING FOR INTERNAL ITEMS (INTN)

    Shared 1st November, 2024

    Dear Team,

    This memo serves as a reminder regarding the proper handling and packaging of internal items (INTN) that are registered to the corporate office. It is crucial that we maintain the integrity of our packaging materials and adhere to company policies.

    Please be advised that the following packaging materials are strictly reserved for customer shipments and should not be used for internal items:

    GMB (GUOL mail bags)

    GBXS (GUOL Box Small)

    GBXM (GUOL Box Medium)

    GBXL (GUOL Box Large)

    Barcode pouches, and

    GUOL Envelopes.

    When preparing internal items, please utilize alternative packaging that is not part of our customer-facing materials. This ensures that we preserve our resources for their intended purpose and maintain a professional image.

    Thank you for your attention to this matter and for your continued commitment to our company's standards.

    Reminder: Parcel Inspection and Registration Procedures

    Dear Team,

    I would like to take this opportunity to reiterate and emphasize the correct procedures for parcel inspection and registration, which are essential to ensure compliance and mitigate any risks that could jeopardize the business.

    Key Guidelines:

    1. Inspection Protocol:
      After a parcel has been inspected during registration, Customer Service Representatives (CSRs) must not return the parcel to the customer if the transaction is proceeding. If, for any reason, a parcel is handed back to the customer, it must undergo a thorough reinspection before the transaction continues. Please note, only CSRs are authorized to perform this inspection, not the loaders.
    2. CSR Responsibility:
      Each CSR is responsible for being fully aware of every item inside the GMB or any other packaging material, whether it belongs to the company or the customer. If a parcel is handed over to a loader, ensure that all items to be packaged are secured within the bag or nylon and are not at risk of falling out.
    3. Customer Interaction:

    Reinspection upon Return:
    If a customer leaves and later returns to waybill an item, the CSR must conduct a complete reinspection of the parcel. This process is critical to prevent any misrepresentation or inaccuracies that could pose a risk to the business.

    Compliance Reminder:
    Adherence to these procedures is mandatory, and any deviation will be treated with the utmost seriousness. For further clarifications, please reach out to your station supervisor or regional supervisor.

    Thank you for your attention to these important guidelines. Your cooperation is key to maintaining the integrity of our processes.

    ADDRESSING DESCRIPTION ERROR FOR PACKAGING MATERIALS

    Shared 20th February, 2025

    Dear Team,

    This memo serves to inform all CSRs of new regulations being implemented based on our agreement at AGM 2025 to address the rising number of parcel description discrepancies, which have led to delays and complications during parcel retrieval at the destination.

    There have been increasing instances where parcels arrive at the end destination, and the description in the system does not match the physical appearance of the item.

    This mismatch has resulted in significant delays in locating parcels when the recipient comes for collection, and has generally caused inefficiencies in our logistics operations.

    To mitigate these issues, the following regulations are now in effect:

    1. A debit of N5000 will be charged to any CSR responsible for a case of description error that is escalated at an end destination after the 3rd attempt.

    This will help reinforce the importance of accurate descriptions and ensure that each CSR is diligent in their role.

    1. CSRs should desist from assuming or pre-assigning packaging materials for parcels.

    It has been observed that some packaging material assumptions are made prior to actual usage, leading to discrepancies if another packaging material is eventually used. If the system is not updated with the correct packaging information, it creates complications when the destination station attempts to locate the parcel.

    A stop has to be placed on this to avoid escalation of wrong description used from the parcel’s destination

    1. It is crucial that CSRs conduct a thorough inspection of each item to determine the appropriate packaging material; nonetheless, the packaging should never be assumed.

    If a different material is used than initially planned, a modification request must be sent to the Resolution team to ensure that the system reflects the actual packaging used.

    1. CSRs are required to specify the colors of the packaging materials used when registering parcels in the system. A clear and accurate description of the item, including details about the type and color of packaging material used must be stated in the description upon parcel registration. For example: BABY ROCKERS & CLOTHES IN A STRIPPED GREEN & RED GMG (SHRINK WRAPPED),CLOTHES IN YELLOW FANCY NYLON, CLOTHES AND HAIR IN WHITE CARTON etc.

    This added detail will improve accuracy and reduce confusion when locating parcels at the destination station.

    1. The system has been updated to allow editing of the description and weight during registration. Click on the description text to edit before saving the transaction. CSRs should actively observe their parcels to ensure the accuracy of item descriptions.

    During the dispatch trip creation process, whoever is handling the creation should closely verify that the description on the system matches the physical appearance of the item. If discrepancies are noticed, they must be addressed immediately to avoid future issues through escalation via mail to resolution@guologistics.ng  

    We appreciate your full cooperation and attention as they are adhered to, which will ultimately enhance the overall service we provide to our customers.

    Important Reminder: Ensuring Proper Signature Verification for Parcel Registration

    Shared 4th March, 2025

    Dear Team,

    After a thorough observation, we have come to realize that most of us fail to ensure customers sign on the registration form before parcel registration and/or fail to cross check/compare customer's signature on the registration form with that which was signed on the signature tab before saving their transactions.

    The implication is that customer can deny filling that exact form, in a case where their item is damaged or missing. Thus claim that the parcel details inputted on the system did not originate from them.

    Therefore, to avoid issues that may arise from such negligence, we must ensure that customers sign the registration form they filled before we register their items. We must also cross check/confirm that the signature on the form they filled replicates itself on the system before saving their transactions.

    Thank you for your attention to this matter and for your continued commitment to our company's standards.

    Communication Mode for Damaged /Missing parcels and other Customer Complaints

    Shared 5th March, 2025

    Dear All,

    I trust this message finds you well.

    Terms:

    Damaged -broken, tear, spillage etc..

    Missing

    This is to address the mode of communication surrounding damaged, missing parcels and other customers complaints involving our CSRs and customers.

    Please take note of the following instructions and ensure strict compliance:

    Failure to adhere to these instructions will attract serious consequences. All representatives are expected to act within these guidelines to maintain order and professionalism in our service delivery.

    Thank you for your cooperation and understanding.

    Reminder: Demurrage Recording and Discount Policy Compliance

    Shared 13th March, 2025

    `Dear Team,

    This is a reminder of the correct procedure for handling demurrage charges on parcels. Please adhere strictly to the following guidelines:

    1️.  Recording Demurrage Charges:

    2️.  Handling Discounts on Demurrage:

    Example: If the system displays ₦9,500 and a discount of ₦2,500 is given, record ₦7,000 as the collected amount.

    3️. Complete Waivers on Demurrage:

    ⚠️ Important Notice:
    Under no circumstances should any amount other than the system-generated or approved discounted amount be recorded or used to sign out a parcel.

    Please ensure strict compliance with this process to maintain accuracy and consistency in our operations.

    Thank you for your cooperation

    Guidelines on Queue Management and Priority Customer Handling

    Shared 7th June 2025

    Dear Team,

    To ensure fairness and order in attending to customers, please note that everyone is expected to join the queue when they arrive at our office. This helps us serve people in the order they came and avoids confusion.

    However, some customers should be given priority. These include elderly persons, pregnant women, and those with special needs or disabilities. Please attend to them promptly and respectfully without asking them to join the queue.

    Uniformed personnel can also be given priority, but only if they are fully dressed in their official uniform from head to toe, clearly showing they are on duty. If they are only wearing part of a uniform, they must join the regular queue. You may politely explain this if needed.

    Lastly, if an ID card is required for a process, all customers—including uniformed personnel—must provide it. Let us always remain professional and respectful.

    If any issue arises, kindly report it to your supervisor

    Uniformed Personnel are GOVERNMENT OFFICIALS.