Book 1 · Part 1
Management & Governance
Purpose, operating principles and organizational responsibility.
SOP 1.01 — Purpose
The purpose of this manual is to make AMU Diet Coffee operate as a system-dependent company rather than a person-dependent company.
Every important activity must have:
- Responsible person
- Approved procedure
- Required documents
- Approval authority
- Record of completion
- KPI
- Escalation procedure
- Audit trail
SOP 1.02 — AMU Operating Principles
- No product is sold without batch traceability.
- No marketing claim is published without approval.
- No supplier changes ingredients without written approval.
- No shipment is accepted without documentation.
- No damaged, expired, recalled or quarantined product is sold.
- No refund is processed without a recorded case number.
- No discount is offered outside the approved pricing matrix.
- No franchise may alter the AMU brand independently.
- Customer information must remain confidential.
- Every significant complaint must be investigated.
- Every sales channel must be measurable.
- Every marketing box must have a QR/referral tracking identity.
- Financial transactions must have supporting documentation.
SOP 1.03 — Organizational Responsibility
Managing Director
- Corporate strategy
- Pricing approval
- Major suppliers
- Franchise policy
- Major expenditure
- Brand positioning
- Final management approvals
Quality & Compliance Manager
- Product specifications
- Certificates
- Batch release
- Regulatory compliance
- Claims approval
- Complaint investigation
- Recall management
Procurement & Manufacturing Manager
- Japanese manufacturer
- Purchase orders
- Raw-material specifications
- Production scheduling
- Supplier performance
Import & Logistics Manager
- Shipping
- Customs
- Import documentation
- Warehouse receipt
- Courier and delivery partners
Warehouse Manager
- Receiving
- Batch identification
- FEFO inventory
- Picking
- Packing
- Dispatch
E-Commerce Manager
- Website
- Product pages
- Online orders
- Payment systems
- Customer journey
- Analytics
Marketing Manager
- Digital campaigns
- Partner marketing
- Doctors
- Nutrition professionals
- Gyms / trainers
- Influencers
- Corporate wellness
- Referral programs
Customer Service Manager
- Telephone
- Complaints
- Returns
- Follow-up
- Satisfaction monitoring
Finance Manager
- Collections
- Supplier payments
- Refunds
- VAT / tax records
- Daily reconciliation
- Profitability reporting