Master Standard Operating Procedure · Version 1.0
AMU Diet CoffeeMaster SOP Book
A system-dependent company, not a person-dependent company. Every activity here has a responsible person, an approved procedure, required documents, an approval authority, a record, a KPI and an audit trail.
- Phase 1 model
- Online-first direct-to-consumer
- Future model
- Franchise / kiosk / retail expansion
- Website
- www.amudietcoffee.com
Part 1 — Governance & Operations
Book 1
Management & Governance
Purpose, operating principles and organizational responsibility.
Book 2
Business Establishment
Corporate setup, trademark and digital asset control.
Book 3
Product Development
Product specification control and master sample approval.
Book 4
Manufacturing
Manufacturer approval, production orders and production control.
Book 5
Quality Control
Batch release decisions and non-conforming product handling.
Book 6
Import & Logistics
Pre-shipment documentation checks and shipment tracking.
Book 7
Warehouse
Receiving, FEFO stock rotation and inventory counting.
Book 8
AMU Experience Box
The premium box as a measurable marketing asset.
Book 9
Online Sales
Website order flow, product pages, order processing, picking and dispatch.
Book 10
Customer Service
Channels, response standards and complaint flow.
Book 11
Satisfaction & Return Policy
The AMU Customer Satisfaction Guarantee and refund process.
Book 12
Marketing
Six channels: doctors, nutritionists, gyms, influencers, corporate, digital.
Book 13
30-Day Customer Journey
Acquire, educate, support, retain, refer.
Book 14
Sales Management
Channel codes and the numbers management must know.
Book 15
Pricing & Discount
Controlled price list and promotional approval.
Book 16
Finance
Daily reconciliation and supplier payment control.
Book 17
Daily Opening
How to start every working day.
Book 18
Daily Running
What happens throughout the operating day.
Book 19
Daily Closing
How to close every day, plus the daily management report.
Book 20
Incident & Emergency
Incident types and the product recall procedure.
Book 21
KPI & Management Dashboard
The weekly management review metrics.
Book 22
Weekly Management
The weekly AMU Operations Meeting agenda.
Book 23
Monthly Management
The monthly review questions.
Book 24
Franchise Readiness
Prove the model before franchising.
Book 25
AMU Franchise Model
Kiosk, boutique, store and territory formats.
Book 26
Franchise Application
From inquiry to launch.
Book 27
Franchise Location
Location review before approval.
Book 28
Franchise Training
Mandatory pre-opening training subjects.
Book 29
Franchise Opening
Seven stages from T-60 to opening day.
Book 30
Franchise Operations
Approved-only operating standard.
Book 31
Franchise Audit
Head office audit scope and scoring.
Book 32
Franchise Termination
Grounds and closure procedure.
Book 33
Business Suspension / Closure
Ten phases to close an AMU operation completely.
Book 34
Required AMU Forms
The controlled template register (AMU-F01 to AMU-F28).
Part 2 — Detailed Implementation SOPs
SOP AMU-001
Business Start-Up & Launch Authorization
No commercial operations until legal, product, operational, financial and compliance readiness is proven.
SOP AMU-002
Brand Control
Consistent brand look and communication everywhere.
SOP AMU-003
Trademark Management
Centralized trademark register per market.
SOP AMU-004
Product Master File
One controlled master file per product (AMU-DC-001).
SOP AMU-005
Japan Manufacturer Selection
Weighted supplier due-diligence scoring.
SOP AMU-006
Manufacturing Agreement Control
Contract must cover formula ownership through dispute handling.
SOP AMU-007
Production Forecasting
Avoid both stock-out and excess inventory.
SOP AMU-008
Purchase Order
Commercial, product, logistics and quality content plus approval chain.
SOP AMU-009
Production Start Approval
Verification checklist before the manufacturer starts.
SOP AMU-010
Raw Material Control
Ingredient-level traceability records.
SOP AMU-011
Production Batch Control
Unique batch identity and full batch record.
SOP AMU-012
Quality Check During Production
Seven in-process inspection points.
SOP AMU-013
Final Batch Release
Finished production does not automatically mean saleable product.
SOP AMU-014
Export From Japan
Documents to confirm before shipment.
SOP AMU-015
UAE Receiving & Customs
Daily clearance monitoring with standard status codes.
SOP AMU-016
Warehouse Receiving
New stock enters a receiving zone before becoming available.
SOP AMU-017
Stock Location Control
Coded warehouse positions, e.g. A-01-03.
SOP AMU-018
Experience Box Assembly & QC
Dedicated clean station, approved bill of materials, two-person verification.
SOP AMU-019
Experience Box Marketing Tracking
Unique channel-coded box IDs and conversion funnel maths.
SOP AMU-020
Website Operating
Daily e-commerce checks; checkout failure is a Priority 1 incident.
SOP AMU-021
New Order
Order verification and standardized status set.
SOP AMU-022
Customer Communication
Immediate post-purchase confirmation.
SOP AMU-023
Customer Onboarding & Journey
Move the buyer into the AMU Customer Journey Program.
SOP AMU-024
AMU Professional Partner Network
Four partner categories with unique partner IDs.
SOP AMU-025
Partner Onboarding
Lead to monthly review.
SOP AMU-026
Doctor & Clinic Program
Credible professional education, not paid medical promises.
SOP AMU-027
Nutritionist Program
Partner account, training and referral tracking.
SOP AMU-028
Gym & Trainer Program
Sampling, challenges and trainer referral codes.
SOP AMU-029
Influencer SOP
Pre-approval of content and commercial KPI, not views alone.
SOP AMU-030
Marketing Campaign Approval
Campaign ID, campaign file and the golden marketing rule.
Part 3 — Daily Operations, Customer Service, Finance, People & Risk Control
SOP AMU-031
Customer Service Operations
Channels, the six-step service rule, required information and case priority levels.
SOP AMU-032
WhatsApp Customer Service
Professional greeting, prohibited statements and the standard WhatsApp workflow.
SOP AMU-033
Customer FAQ Control
One official AMU Customer Knowledge Base; staff answer from approved information only.
SOP AMU-034
Complaint Management
Case numbering, the complaint process and complaint categories for trend analysis.
SOP AMU-035
Product Quality Complaint
Evidence to collect and how Quality decides between an individual and a batch issue.
SOP AMU-036
Adverse Event / Health Concern Escalation
Never dismiss a health complaint: record, escalate, preserve batch data, report as required.
SOP AMU-037
Customer Satisfaction Guarantee
Satisfaction / money-back guarantee — never a guaranteed weight-loss claim.
SOP AMU-038
Return Authorization
No returned product enters inventory without a Return Authorization Number.
SOP AMU-039
Returned Product Control
Returned stock goes to RETURNED — HOLD; Quality decides disposition.
SOP AMU-040
Refund Approval
Authority levels for refunds and the mandatory refund record fields.
SOP AMU-041
Refund Fraud Prevention
Warning signs of refund abuse and how to handle suspicion correctly.
SOP AMU-042
Delivery Management
Approved delivery partners and courier evaluation criteria.
SOP AMU-043
Dispatch Cut-Off
Official daily cut-off time and honest same-day service claims.
SOP AMU-044
Failed Delivery
Failure reasons and the reattempt procedure before returning to AMU.
SOP AMU-045
Delivery Damage
Handling courier damage, claims recovery and monthly courier performance review.
SOP AMU-046
Finance Daily Control
Daily reconciliation set and the orders-to-payments formula.
SOP AMU-047
Daily Sales Report
Required daily sales fields, pulled automatically where possible.
SOP AMU-048
Expense Approval
Mandatory expense documentation and budgeted / unbudgeted / capital approval tiers.
SOP AMU-049
Cash Management
Minimize uncontrolled cash; COD collection, counting and deposit control.
SOP AMU-050
Profitability Report
Monthly waterfall from revenue to contribution / operating profit.
SOP AMU-051
Staff Recruitment
Staff Requisition contents and approval before any recruitment starts.
SOP AMU-052
Staff Onboarding
Day 1, Week 1 and competency assessment before independent work.
SOP AMU-053
Staff Access Control
Least-privilege access by role and immediate removal on departure.
SOP AMU-054
Staff Performance Management
Measurable KPIs per position across service, warehouse, marketing and e-commerce.
SOP AMU-055
Daily Opening Procedure
Department-by-department opening checklist ending in OPEN — OPERATIONS READY.
SOP AMU-056
Daily Operating Control
The minimum live operations dashboard department heads monitor during the day.
SOP AMU-057
Daily Closing Procedure
End-of-day checklist across all departments ending in DAY CLOSED.
SOP AMU-058
Weekly Management Review
Structured weekly meeting focused on decisions, with owner and due date per action.
SOP AMU-059
Monthly Business Review
The eleven questions the monthly report must answer, from revenue to franchise readiness.
SOP AMU-060
Management KPI Dashboard
Central KPI dashboard, traffic-light system, daily report format and weekly CEO dashboard.
Part 4 — Cybersecurity, Continuity, Recall, Crisis & Document Control
SOP AMU-061
Cybersecurity & Password Control
Company-owned accounts, minimum security standards, prohibited practices and departure checklist.
SOP AMU-062
Customer Data Protection
Legitimate-purpose data use, access restriction, retention and marketing consent evidence.
SOP AMU-063
Website Downtime
Triggers, HIGH priority response procedure and the approved alternative sales channel.
SOP AMU-064
Payment Gateway Failure
Symptoms, the payment incident flow and the never-double-charge rule.
SOP AMU-065
Inventory Shortage / Stockout
Green / amber / red early warning levels and the stockout response.
SOP AMU-066
Manufacturer or Supplier Failure
Failure types, impact assessment and approved backup supplier contingency.
SOP AMU-067
Product Recall SOP
The eight recall levels from initial alert to management-approved closure.
SOP AMU-068
Crisis Management
Crisis team composition and the nine-step crisis process.
SOP AMU-069
Negative Social-Media Incident
What staff must never do publicly, plus the response flow and viral escalation.
SOP AMU-070
Business Continuity Plan
Critical business functions and the continuity matrix of approved alternatives.
SOP AMU-071
Emergency Management
Physical emergencies, safety-first priority order and required staff instructions.
SOP AMU-072
Document Control
Controlled document header fields and document status lifecycle.
SOP AMU-073
Internal Audit
Audit areas, frequency, finding levels and the audit-to-closure process.
SOP AMU-074
CAPA — Corrective & Preventive Action
Corrective vs preventive action, a worked example and the mandatory CAPA record.
SOP AMU-075
Management Approval Matrix
Five authority levels, the escalation matrix, risk register and control philosophy.