| Standard Operating Procedure (SOP) | |
|---|---|
| Company Name: | Tetra Maritime |
| Document ID: | TM-SOP-OPS-001 |
| Version: | 1.0 |
| Effective Date: | April 20, 2026 |
| Owner: | Operations Excellence Team |
To establish a standardized, transparent, and automated workflow for capturing, approving, and tracking operational requests (Procurement, Access, Travel, Facilities, and Reporting) across Tetra Maritime’s global offices.
This procedure applies to all business teams and operational requests initiated within Tetra Maritime’s offices in Lagos, London, Athens, and Singapore.
• SLA (Service Level Agreement): The target timeframe (in days) to complete a request based on its type and category. • Cycle Time: The total number of days from request submission to completion. • Single Source of Truth: A centralized SharePoint List that holds the only authoritative record of all requests to prevent manual tracking in Email/Teams.
• Requester: Responsible for raising requests with all minimum required information via the intake form. • Approver: Authorized role (Manager or Director) responsible for validating and signing off on the request based on spends thresholds. • Request Owner: The individual assigned to oversee the request fulfillment. • Process Analyst: Responsible for data standardization, performance reporting, and identifying process gaps.
5.1 Request Initiation (Intake) Requests must be raised via the standardized digital form linked to the ‘Operational Requests’ SharePoint List. Minimum Information Required: Requester Name, Office Location, Department, Request Type, Category, and Amount (USD).
The system validates that all mandatory fields are populated. If information is missing, the request is automatically returned to the requester for correction (Exception Handling).
Approvals are routed automatically based on the following financial thresholds: • Path A (≤ USD 500,000): Routed to the Requester's direct Line Manager. • Path B (> USD 500,000): Escalated to the Finance Director or Department Head. Exceptions: Rejected approvals are returned to the requester with comments.
To ensure auditability, all key events (who approved, when, and the outcome) are logged automatically in the SharePoint List.
• Mandatory Field Validation: Prevents submission of incomplete or 'messy' data. • Reminders: An automated nudge is sent to the Approver if a request is pending for > 2 days. • Escalation: If a request remains unacted upon for > 4 days, it is escalated to the Operations Excellence lead. • Version Control: All requests are tracked in one location to maintain a single source of truth.
Data Quality & KPI Findings: • Missing Vendor Data: 60 requests identified with missing VendorID despite non-zero Amount. Efficiency Gaps (Top 3 Highest Cycle Times): • Office Fitout: 9.0 days • Flight Booking: 7.0 days • Monthly KPI Dashboard: 4.0 days Month-on-Month Trends: • SLA Compliance peaked in February (82.1%) but dropped to a low of 77.4% in May, despite consistent request volumes.
This SOP shall be reviewed quarterly by the Operations Excellence team to ensure thresholds and SLAs remain aligned with Tetra Maritime’s growth. Any changes to process logic must be updated in the version history.
Adherence to this SOP is critical for stabilizing Tetra Maritime’s operational processes. By centralizing request intake and automating approval routing, the organization ensures financial transparency, improves response times, and builds a reliable dataset for future strategic planning.