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Client Charter

EXTERNAL RELATIONS

 

We promise to,

 

  • Ensure inquiries are replied to within three (3) working days after submission in MEDTECH website;

  • Ensure the assignments of representatives, such as Project Secretary and Person-in-Charge(PIC) for the project are appropriate and done within three (3) working days after inquiry, except for ad-hoc projects;

  • Issue invoice(s) three (3) working days after mutual agreement between MEDTECH and client is achieved, and two (2) working days for subsequent invoices due to changes requested by client;

  • Issue delivery order(s) within three (3) working days after the agreed final draft (for videos and photos) or post-event (Technical Crew services) or together with the products (for merchandises);

  • Issue receipt within one (1) working day after the payment is cleared in MEDTECH bank account or cash through Treasurer I; and

  • Inquire feedback(s) from the clients and improve our service based on our MEDTECH Code of Ethics.

 

 

INTERNAL RELATIONS

 

We promise to,

 

  • Decide departmental events approval within seven (7) working days after proposal submission;

  • Release payment within three (3) working days after client payment clearance to the respective Person-in-Charge, Department and Secretary Project;

  • Approve departmental event budget together with departmental events approval after proper considerations;

  • Consider MEDTECH Group I events two (2) months before the proposed date of the event, one (1) month for Group II events and fourteen (14) working days for Group III events;

  • Call for meeting availability within five (5) days before the proposed meeting; and

  • To manage the club with utmost commitment and integrity.

HICOM
Corporate Communication (CC)

External relation


We are committed to:
•    Provide professional communication between the club representatives and the clients via our project secretaries. Any requests or changes during the project will be recorded and documented by the Project Secretary.
•    Take the full responsibility in managing the project from the start until the end.
•    Ensure smooth and clear communication between the clients and the club representatives.
•    Follow the guidelines and procedures when dealing with clients.
•    Follow the Line of Authority (LOA) when passing on information or making decisions.
•    Ensure all the documentations of projects are well kept as future reference for both the clients and the club.
•    Maintain the bond between the client and the club by ensuring high quality product and services.

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Internal Relation 

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Social Media​

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All media contacts should, in the first instance, be referred to the Creative Multimedia Department (CMD). In many cases, a department head will be asked to respond. For matters relating to posting posters of important events and festivities, such as Hari Raya or Examination poster; the High Committees are the ones who should be referred to before posting them to MEDTECH social media accounts.

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When handling MEDTECH social media account(s), we promise to:

Ensure that the caption/content of the post is approved by the Executive Committee of Corporate Communication Department before posting it.

Keep the password(s) of the MEDTECH social media account(s) and to not share them with others.

Not post sensitive issues on the social media account(s) that could cause controversy.


Project Manager

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For any internal events organized by UTP MEDTECH Club, a Project Manager (PM) will be selected from the Corporate Communication Department. The project manager will be in charge of handling and organizing the project to ensure that it runs smoothly. The PM must :

Select committee members for the project by enquiring recommendations from respective departments’ Executive Committees.

Run and ensure the process of the project planning is smooth.

Follow the Line of Authority (LOA) when passing on information or making decisions.

Finance & Marketing (FNM)

Merchandise handling and distribution

 

By understanding our customers' needs, we strive to provide our customers with

products and services that are best suited and beneficial for them.

 

  • We will strive to prepare various and new merchandises that will suit and fulfill the ever-growing demand of our customers

  • We will try to come up with new merchandise every two semesters to increase the variability of the merchandises sold.

  • We will analyze and evaluate the market in order to provide the best merchandise to the customers

  • We strive to make sure that our stocks are stored properly to ensure its longevity.

  • We promise to have an updated stock of the merchandises to avoid any inconveniences and to ensure that we can provide the best services to our customers

 

Marketing

 

Within our department, we strive to provide the best services within our capability in

these sectors. We strive to market MEDTECH services within and outside of UTP

premises.

 

The charter reiterates our commitment to :

  • To ensure that the members of our departments are available to provide the best services to our customers, we are trained on our products and services.

  • Our commitment is to provide and promote a range of products and services that meet our customers demands.

  • We promise to provide and promote high standards of customer service and monitor these standards rigorously

  • We are to treat the clients fairly, openly and honestly with a pro-active client focused service.

 

Service Level

 

To set clear timeline for claims settlement process and strive to settle claims within these prescribed timelines and in a transparent manner by adopting the following procedures:

 

  • Clients will be informed with the estimated time taken after their request for MEDTECH services have been processed. The expected time taken will be between 3-5 working days.

  • The client will be contacted via email or phone by the person in charge.

  • We ensure to process our client’s complaints in within the given working days in order to provide the best and highest quality service while balancing the best interest of MEDTECH and the clients.

  • We strive to build a long lasting relationship between our clients that shares our values and believes in providing the best services while enhancing our professionalism.

  • We strive to learn from our clients and adhere to their demands. We make sure to improve our services for the future clients

Technical Crew (TC)

Internal Relation

 

We decided to

• Held technical class at least once a year to ensure our committee had enough knowledge from the staff

• Have at least 2 meetings for each semester

• Release the names for crew on duty (COD) at least four (4) days before the event

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External Relation

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We decided to

• Reply for the confirmation regarding our service at least two (2) day after CC department has replied the inquiry

• Assign floor manager at least four (4) days after accepting the event

• Client need to provide us with three (3) copies of the flow of the event, the technical flow of event and mc script

• Rehearsal will be decided with the agreement from both side (client and technical crew)

• All materials from the event should be provided by the client, however, if they want the crew to provide it, it needs to have agreement from both side

• Client need to prepare at least the first draft of the material during the first meeting; negotiable

• All crew on duty must wear all black duty attire during the event

Creative Multimedia Department (CMD)

External Relation

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We promise to

• Have the best understanding between client and Person In Charge (PIC)

• Provide services before the agreed deadline

• Provide the best quality video that we can and minimize amendments

• Have a quality check with masters and seniors before submitting the final product to the clients

• Make sure all the materials, information, and data from the client are safe from other parties

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Internal Relation

 

We decided to

• Held software and hardware classes at least once a semester to ensure our committee had enough knowledge about gear and software.

• Have at least 2 meetings for each semester to strengthen bonding among members

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