PTT Manual 2019 (E-Book)

5.2.2.5.2 Janitor’s duties and responsibilities 1. Keep the toilets routinely clean and free of dirty stains and foul odor 2. Clean and keep the sales office and the customer’s reception room in a tidy and orderly manner 3. Keep cleaning equipment in order to comply with the 5S principle and keep them in good condition 4. Use each equipment correctly to extend its working life 5. Inform the forecourt manager or the service station promptly when any equipment suffers damage or malfunctions 6. Ensure that the water supply, electricity including consumable supplies at the service station are used economically 7. Report to the station manager any problems or obstacles in doing the job 8. Inform the service station manager of any unusual situations 9. Look after the occupational health, safety and environment aspects of the service station 10. Perform his duties according to the company’s regulations 11. Perform other duties as required. 149

SERVICE STATION STANDARD Staff training and development Staff training and development shall be provided focusing on topics relevant to staff positions as follows: • Course : Qualifications & Training of operators who handle fuel products. • PTTOR’s required training courses as follows: - Service station manager course - Forecourt manager (Captain) course - Sales training course - Janitor course - Other courses according to PTTOR policy Table 5.13 Staff training and development Training Course Station Manager Position Pump Attendants Janitor Forecourt Manager OJT (Captain) OJT OJT 1. Service station Classroom OJT OJT OJT managerial candidate OJT Classroom OJT OJT 2. Service station staff Classroom OJT duties OJT OJT OJT OJT 3. Forecourt service OJT standard OJT 4. 5S activities OJT OJT 5. Service station safety management 6. Fundamental sanitary management 7. Cleaning process 8. Emergency simulation training 150

OPERATIONAL MANUAL FOR EMERGENCY SITUATIONS

SITUATIONS THAT IMPACT SAFETY • Procedures in response to suspicious objects • Procedures in response to robbery • Procedures in response to demonstration, trespassing and riot • Procedures in response to illegal materials such as narcotics or fire arms • Procedures in response to brawling • Procedures in response to bomb threat and explosion • Fire • Fuel leaks • Earthquake • Power failure • Windstorms • Floods Emergency situations • Filling a vehicle with wrong fuel product : where FIT Auto/PROCheck service center is available, • Filling a vehicle with wrong fuel product : where FIT Auto/PROCheck service center is not available, • Detection of substandard fuel products, • A vehicle hitting a pump barrier (rail guard) in the service station, • Pump attendant and customer having an argument, • A vehicle hitting a dispensing unit in the service station, • Accidental pulling of a dispensing hose, • Misuse of fuel cards, 152

A SITUATION THAT COMPROMISES SAFETY 153

SAFETY & SECURITY MEASURES 1. Personal Safety Measures 2. Safety Measures in the Workplace Profile checks of successful candidates Monitoring staff behavior during CCTVs cover all vulnerable areas Enough lighting at night before employment commencement working hours Staffs wear ID card and uniform Staff access control and identification Important buildings/rooms are All staffs perform safety & system, namely fingerprints securely locked security surveillance 3. Information Safety & Access 4. Cash Security Measures Control Measures - Keep lowest possible amount of cash at the POS and in the safe - Implement staff access level to Information - Make daily cash deposit at the bank using safe and secure means, - Require username and password to access Information - Change password periodically e.g. a cash delivery services company or requesting police escort - if cash needs to be transported to the bank by a self-drive vehicle, use a safe and secure vehicle, and periodically switch routes and the time of visits to the bank - The safe must be permanently fixed to the concrete oor as a precaution to delay burglary - The safe must has one of the following Burglary Resistance Standards: UL-687, the Euro standard EN 1143-1, Group C or TIS 437-2592 - The safe has at least one key using a combination lock system 111155554444

PROCEDURES IN RESPONSE TO SUSPICIOUS OBJECTS 1. Any unusual material 2. Do not touch or move 3. Ask the staff and 4. Cordon off the area found at the station the material customers to find the where a suspicious should be treated owner, or whether material is found, primarily as suspicious anybody has left it there using traffic cones or in nature rope 5. Staff who found the 6. The service station 7. Alert local police 8. Evacuate staff and material must inform orders entrance and customers to the respective supervisors as exit closed assembly point or a required safe area 9. Police assume control of 10. Follow police instructions 11. Police hand over control of 12. Inform respective the service station and facilitate police the service station after superiors work retrieving the suspicious material 13. Resume normal business 115555

PROCEDURES IN RESPONSE TO ROBBERY 1. Do not panic & stay alert 2. Comply with the robber’s 3. Notice & recognize the 4. Notice & remember the robber’s demands without hesitation appearances of the robber vehicle and license number, an escape route, the amount of stolen cash or assets 5. Do not go after the robber. 6. Suspend services and cordon 7. Give first aid to injured individual, 8. Gather witness or by-standers Alert local police and inform off the service station if any, and transfer the victim to respective supervisors immediately hospital 9. Do not touch or handle any 10. Survey the damages & give 11. Police investigate the scene 12. Inform respective superiors evidence Information to local police and hand over the service 13. Resume normal business station 115566

PROCEDURES IN RESPONSE TO DEMONSTRATION, PROPERTY TRESPASSING AND RIOT 1. Inform respective superiors who 2. With an approval, the service 3. Switch off the service station’s main 4. Lock access to the office and consider closing of the service sta- station manager closes the entrance tion is necessary & exit power supply retail shops 5. Keep assets and important docu- 6. Alert local police, inform respective 7. Move staff to a safe zone 8. If the demonstrators enter the ments in safe storage supervisors service station; stay calm, do not react or argue with them 9. After the demonstrators exit the 10. If there is any suspicious material, 11. Alert local police and follow the 12. Inform respective superiors service station, survey the damages examine it procedures dealing with suspicious 13. Resume normal business material 115577

PROCEDURES IN RESPONSE TO ILLEGAL MATERIALS SUCH AS NARCOTICS OR FIREARM 1. Do not touch or move the 2. Ask the staff and customers to find 3. If the owner can’t be found, 4. Staff who found the material suspicious material the owner of the material, or cordon off the area must inform respective whether anybody has left it there supervisors 5. The service station orders 6. Alert local police 7. Police take control of the 8. Follow police instructions entrance/exit closed service station and facilitate police work 9. Police transfer control of the 10. Inform supervisors as required 11. Resume normal business service station after retrieving the suspicious material 111555888

PROCEDURES IN RESPONSE TO BRAWLING 1. Inform respective supervisors 2. The service station manager con- 3. Switch off the service station’s 4. Lock access to office and retail siders the seriousness of the situation. main power supply shops Order the entrance/exit closed if necessary 5. Alert local police and inform respec- 6. Move staff to a safe zone 7. Keep staff in order and do not staff 8. When the brawlers exit the tive supervisors to react or argue with the brawlers service station, examine any damages 9. Look for suspicious material. If 11. When the situation is under con- 12. Resume business found, alert local police and follow trol, inform respective supervisors procedures dealing with suspicious materials 115599

PROCEDURES IN RESPONSE TO BOMB THREAT AND EXPLOSION FSotcauys SAitsutshaeetsiosn 1. Staff picking up the call must 2. Try to keep the conversation going 3. Memorize the entire conversation; 4. Allow the caller to speak; do not act calmly and is not panicked in order to find the cause of Remember the details; interrupt and try to get the discontent and possible details following details: about the caller Allow other staff to hear the conversation by turning on the 4.1 Where is the bomb? phone’s speaker; or record the conversation if possible 4.2 When the bomb will go off? 4.3 Which method used to set it off? 4.4. Which type of bomb? 4.5 Why he planted the bomb? 4.6 Where is the caller now? What is his name? 5. Pay attention to the caller’s voice 6. Alert local police, inform respective 8. If there is an explosion, follow the procedures: supervisors. Do not inform unautho- 5.1 Male, female, adult or child voice? rized persons. 8.1 Keep calm and assess the situation whether there could be another explosion 5.2 Loud, soft, high or low voice or 7. Survey the premises ASAP for does he change his voice? unusual or suspicious material. Follow 8.2 Evacuate staff and customers to an assembly point or a safe zone the procedures dealing with suspicious 5.3 Speak slowly, quickly, murmuring, materials 8.3 Survey the premises for any injured persons. See if they can be reached or haltingly to get assistance or evacuated to a safe zone? 5.4 Speak politely or rudely 8.4 Use cones or rope to cordon off the scene to prevent nobody going in 5.5 the accent 8.5 Alert local police 5.6 Tone of voice – calm, excited, 8.6 Hand over the jurisdiction to police on their arrival angry or shaking 8.7 Cooperate with and facilitate police work 5.7 Background noise – machinery, vehicles, music, animals or others 8.8 Police hand over jurisdiction after successfully retrieving the bombing device and evidences 5.8 Other specific traits 8.9 Inform respective supervisors 111666000

Could the fire be controlled by ourselves? FIRE FIRE! Shout to alert others or press the fire alarm Take immediate steps Close the entrance/exit to put out the fire, using a fire distinguisher Inform your supervisor NO YES Report the incident to The supervisor Is fire under control? respective assesses the situation supervisors & orders fire fighting The service station executive makes a summary report NO Request assistance from external Is fire under control? fire unit YES The service station executive orders an evacuation Make situation Hand over jurisdiction summary report to external fire unit Wait for instruction to Fire is under control resume operation Work with external fire fighters to survey damages Make a summary report Wait for order to resume operation 116611

Fuel oil leaks Fuel oil is leaking Inform the area supervisor Stop the leak by for example, pressing emergency button or turn the fallen fuel tank upright Inform concerned units such as NO YES local emergency relief services and PTTOR maintenance Can we immediately stop the leaks? department Attempt blockade of fuel leaks using sand, or barricade trench drain with sandbags Suspend activities that can cause sparks such as engine start, not using spark-risk equipment Cordon off the affected area, disallowing unauthorized persons Monitor areas that leaks may occur such as oil separator, trench drain The situation is under control Use sand to absorb leaking fuel oil Collect & store sand with absorbed fuel in a container for hazardous waste 116622

Earthquake Individuals in the buildings During an - Stand or lie close to the oor under the earthquake strikes  building’s structure - Keep clear of doors, porch and windows Individuals outside the buildings - Keep your body low -Stay in open area and keep away from power poles - Keep clear of shelves and hanging structures When the earthquake stops, move to the assembly area Evacuate to the assembly area NO YES Is evacuation necessary? Make sure that everyone is accounted for, look for the injured and give them first-aid Gather at the assembly area Call off emergency NO YES Verify with Metrological Department about repeating earthquakes Survey damages and send the injured to hospitals 116633

Power blackout at the service station Power blackout occurs at the service station for an extended time Inform the supervisor Suspend retail services and escort non-staff individuals to a safe zone Perform preliminary inspection to establish the blackout is caused by internal or external factors? The blackout is caused by internal electrical failure The blackout is caused by external electrical sources Inform all co-branded retail Alert local electricity authority to shops of the cause of blackout restore the power and request to know the time needed for restoration YES NO Inform concerned parties to restore the power Repair Assessment Business resumes Power failure successfully fixed Inform the supervisor to ask for permission to resume business and inform co-branded retailers 116644

Windstorms During a windstorm Blockade of entrance/exit Consider suspending retail services and keep staff in a safe zone When the storm ends, survey the station Retail services not affected by the storm can reopen for business for any damages 116655

Floods Floods cause suspension of retail services Blockade of entrance/exit – co-branded retail shops Consider switching off main power supply Keep important documents and assets Set up barricade of sandbags to prevent waters entering the premises to above water level prevent damages to equipment Monitor and take steps to When flood water subsides, examine that the equipment functions normally and avoid flood waters entering the safely. Inform concerned staff before resuming retail services underground fuel tanks. Do not open or close the tank’s cover at this time 116666

EMERGENCY SITUATIONS 167

FILLING A VEHICLE WITH WRONG FUEL OIL AT A SERVICE STATION WHERE FIT AUTO/PROCHECK SERVICE CENTER IS AVAILABLE A customer tells a pump attendant that a vehicle is being The filling at the vehicle is immediately halted The pump attendant offers an apology and informs filled with a wrong type of fuel the customer the wrong fuel will be drained out of the vehicle’s tank. The service station manager is kept informed of the incident Manually push the vehicle (do not start the engine) to A request is made to the service center technician to Use an air blower to get rid of the remaining fuel in the service bay at FIT Auto/PROCheck service center drain the fuel out through a valve underneath the fuel the fuel tank tank. Use a clean container to collect the fuel until the tank is empty Tighten the nuts of the valve of the vehicle’s fuel tank Manually push the vehicle to the forecourt. Refill the Transfer the drained-out fuel to oil terminal right type of fuel to replace the oil that was drained out Remarks If the vehicle is serviced at the center, compensate The attendant informs the incident to the station If the customer refuses to use the FIT Auto/PROCheck the customer for the damages based on the amount manager again to find the cause(s) and find conclusion service center and wants to use an outside service showed in the receipt. to prevent a recurrence of the mistake. center, the service station staff shall negotiate with the customer to find an agreeable solution. 116688

FILLING A VEHICLE WITH WRONG FUEL OIL AT A SERVICE STATION WHERE FIT AUTO/PROCHECK SERVICE CENTER IS NOT AVAILABLE A customer tells a pump attendant that a vehicle is being filled The filling at the vehicle is immediately halted with a wrong type of fuel The pump attendant offers an apology and informs the customer the wrong fuel Manually push the vehicle (do not start the engine) to park at a position will be drained out of the vehicle’s tank. The service station manager is kept that does not obstruct traffic informed of the incident Allow the customer to take the vehicle to a garage or an outside service center Transfer the drained-out fuel to the oil terminal Remarks If the vehicle used a service center, compensate the customer for the damages The attendant informs the incident to the station manager again to find the based on the amount showed in the receipt. cause(s) and find conclusion to prevent a recurrence of the mistake. 116699

DETECTION OF SUBSTANDARD FUEL OILS 1. A customer informed a pump attendant that a vehicle is being filled with 2. The pump attendant informs the service station who substandard fuel investigates the filling details (date/time/type of oil) and asks to see the receipt 3. The service station manager informs the district sales manager of the 4. The district sales manager collects sample of fuel from incident the customer’s vehicle and from the nozzle, and send to a lab to test fuel quality Remarks 5. The district sales manager informs fuel quality test results to the cus- If the test shows the fuel is substandard (fuel contaminated tomer and the station manager with water or sediments), the service station shall compensate the customer for any damage based on the receipt. 117700

A VEHICLE HITS A CRASH BARRIER IN THE SERVICE STATION A customer’s vehicle hits a crash barrier at the Pump attendants cordon off the accident scene with traffic service station cones to prevent other customers from using the area The station manager reports the accident to the police in The station manager works with the district sales manager order to have a police daily report, and informs the insurer to coordinate with responsible parties to inspect damages Remarks If the accident causes any injury, alert emergency relief services or an ambulance immediately to take the victim to the hospital for treatment 117711

PUMP ATTENDANT AND CUSTOMER HAVING AN ARGUMENT The pump attendant who witness the incident informs The captain and the station manager offer an the captain or the station manager apology to the customer and ask for details The captain and the station manager speak with the The pump attendant apologizes to the customer pump attendant regardless of who is at fault The captain and the station manager apologize to the customer again and reassures him the suggestions will be used to improve the pump attendant’s service behavior in the future 117722

A VEHICLE HITS A DISPENSING UNIT IN THE SERVICE STATION A customer’s vehicle crashes into a dispensing unit A pump attendant rushes to press an emergency switch off button to stop fuel filling at the unit Pump attendants cordon off the accident scene with traffic cones to The station manager reports the accident to the police in prevent other customers from using the area order to get an official daily report, and informs the insurer to inspect damages Remarks The station manager works with the district sales manager to coordinate If the accident causes any injury, alert emergency relief with responsible parties services or an ambulance immediately to take the victim to the hospital for treatment 117733

ACCIDENTAL PULLING OF A DISPENSING HOSE 1. A customer’s vehicle is driven off before a pump attendant 2. A pump attendant rushes to press an emergency switch pulls the nozzle out of the fuel tank’s opening, resulting in the off button to stop fuel filling at the unit vehicle forcibly pulling the hose 3. Pump attendants cordon off the accident scene with traffic 4. Pump attendants use sand to absorb fuel leaks on the cones to prevent other customers from using the area forecourt floor 5. The station manager reports the accident to the police in order 6. The station manager works with the district sales to get an official daily report, and informs the insurer to inspect manager to coordinate with responsible PTTOR damages departments for further actions 117744

PTTOR officials examines MISUSE OF FUEL CARDS Causes of fuel filling sales slips, statements, Information nozzle data, CCTV PTTOR officials find or are irregularities footage and complaints informed of irregularities filed with police concerning fuel filling services from credit card companies, banks and service stations PTTOR officials seek additional factual details from card companies and service stations No irregularities Unusual/corruption Service station staff is Cardholder is the wrongdoer Pump attendants or at fault for incorrectly service station is the charging the card Cardholder receives wrongdoer punishment from card PTTOR issue warning company/organization/ 1. The service station received letter to the service external parties a warning letter station and its staff 2. The station is required to pay for damages 3. The station has its points deducted in the grading evaluation under cooperation category 117755

SERVICE STATION STANDARD 5.3.2 Emergency Drill Pursuant to the Ministerial Regulations on the administration and execution of oc- cupational safety and environment in the workplace concerning the prevention and fighting of fire hazards BE 2525 (2012), Article 30 requires the employer to provide fire training and evacuation drill to the employees for at least once every year. The employer is also re- quired to make a report of the outcome of the fire training and evacuation drill as prescribed by the Director-General. The trainings are to be executed as follows: For a period of at least 30 days before the training, the employee is to submit fire training and evacuation drill including details of the training components to the Direc- tor-General or a person in charge as appointed by the Director-General. If the employee cannot provide such training under Paragraph One by themselves, the employee must hire a licensee permitted by the Department of Labor and Social Wel- fare to undertake the training. The employee must compile a report of the outcome of the training according to the Model prescribed by the Director-General and submit it to the Director-General or his representative within 30 days from the day of the completion of the training. 176

5.3.2.1 Guidelines for developing plan for firefighting drills The firefighting drills shall cover the following components: - Information on risk factors potentially contributing to fire hazards in the workplace, - Layout of the workplace (every building, floor, and the entire premises, adjacent places in all directions and all connections to main roads, - Details and procedures to undertake firefighting plan in the workplace, - Simulation, fire drill area, the number of trainees, date and time and fire safety-training procedures. The drill must be explained to the trainees and demon stration of how to use fire-fighting equipment in a real situation: 1) How to select and use the correct type of hand-held extinguisher for specific type of fuels that might cause workplace fire, 2) How to use of fire hose, hose connections and fire nozzle, 3) How to wear personal protective gears, 4) How to use firefighting equipment, 5) The training must be undertaken by a certified trainer who completes fire safety basic training course from an organization as stipulated or recognized by government agencies, 6) Evaluation of the fire safety drills. 5.3.2.2 Guidelines for developing plan for fire evacuation drills The evacuation drills shall cover the following components: 1. A fire escape map for the entire workplace (every floor, building and assembly point), 2. Details and process in executing the workplace fire evacuation plan 3. Fire scene simulation, fire escape route for the drill, the number of trainees, date and time and fire evacuation procedures. The drill must be explained to the trainees and demonstration of what to do in a real situation: 3.1 Fire evacuation, 3.2 Basic search and rescue , 4. The training must be undertaken by a certified trainer who completes fire safety basic training course from an organization as stipulated or recognized by government agencies. 5. Evaluation of fire evacuation drills. 5.3.2.3 Details of components to be considered while developing plan for firefighting drill 1. Information on risk factors potentially contributing to fire hazards in the work place 1.1 Information on type of business, the number of employees, raw materials, and production process as necessary, 1.2 Risk factors potentially contributing to fire hazards in the workplace such   as chemical reaction, flammable materials, welding activities, furnace, electrical equipment, heating equipment, self-ignition incident, machinery   wear and tear, metal friction and a hot surface , 177

SERVICE STATION STANDARD 2. Workplace map 2.1 Workplace perimeter map 2.2 Floorplans of all buildings 3. Details and procedures for workplace firefighting plan 3.1 Steps to be taken when fire is detected 3.2 Details of firefighting plan to extinguish the fire 4. Simulation, fire simulation area, the number of trainees, date and time and firefighting drill procedures 4.1) Simulation Example The fire simulation takes place at Section…………….near …………… The probable cause of the fire is ……………………………....………… 4.2) Drill procedures (Time)…………………. Explain the workplace firefighting plan to trainees (Time) …………...……. Demonstration & recommendation session How to select and use the correct type of hand-held extinguisher for specific type of fuels that might cause workplace fire How to use of fire hose, hose connections and fire nozzle How to wear personal protective gears (Time) ………………………… Live practice session How to select and use the correct type of hand-held extinguisher for specific type of fuels that might cause workplace fire How to use of fire hose, hose connections and fire nozzle How to wear personal protective gears (Time) ………………………….. Simulation starts (Time) ………………………….. Workplace firefighting drill starts 5. Equipment for firefighting drill as follows: 5.1 Hand-held extinguisher for specific type of fuels that might cause work place fire 5.2 Fire hose, hose connections and fire nozzle 5.3 Personal protective gears 6. Firefighting trainer The trainer must at the minimum completes fire safety basic training course from an organization as stipulated or recognized by government agencies. The trainer has a certificate or a written evidence to show his training creden tials 7. Evaluation of firefighting drill 7.1  An evaluation form is required , 7.2  The post-firefighting evaluation form: Must use the standard emergency response prioritization form. 7.3  Submit the accomplished evaluation forms together with firefighting and fire evacuation drill reports. 178

5.3.2.4 Relevant elements for developing of a fire evacuation plan 1. Maps showing all escape routes in the workplace 1.1 Workplace surrounding areas map 1.2 Maps showing all escape routes in the workplace 2. Details and structure of fire evacuation plan 2.1 Fire evacuation procedures 2.2 Details of fire evacuation plan 3. Simulation, fire simulation area, the number of trainees, date and time and fire drill procedures 3.1 Simulation example Example The fire simulation takes place at Section…………...…….. at ………......……….. The direction of an escape route in a fire evacuation ……………………… People remaining in the buildings …………………………. 3.2 Drill procedures (Time) …………………. Explain fire evacuation plan (Time) …………………. Explaintheescaperoutesintheworkplaceandselect an escape route in a fire evacuation drill (Time) …………………. Explain search and rescue procedures (Time) …………………. Demonstrateandtrainsearchandrescueprocedures (Time) …………………. Simulation starts (Time) …………………. Drillaccordingtoproceduresandfireevacuationplan 4. Fire safety trainer Must at the minimum completes fire-fighting basic training course from an organization as stipulated or recognized by government agencies. The trainer has a certificate or a written evidence to show his training credentials 5. Evaluation of fire evacuation drill 5.1 An evaluation form is required 5.2 An example evaluation form 5.3 Submit the evaluation forms together with firefighting and fire evacuation drill reports *The written plan requires annual approval (No expenses incurred). 179

SERVICE STATION STANDARD 5.4 Retail business management standard The retail businesses in the PTTOR service stations are units that offer convenience to the customers by making available a variety of services to motorists and travelers such as conve- nient store – 7 Eleven, Jiffy, coffee shop (Café Amazon), food & beverages shops (Jiffy Kitchen), souvenir shops, banking services (ATMs) and automotive service center (FIT AUTO) offering oil change, vehicle inspection & maintenance, tire changes, car wash. etc. Having multiple goods and services enable PTT STATION© to provide maximum customers satisfaction, since the customers can find complete line of products and services they need. This allows the dealers and co-branded business partners to gain higher profits in addition to the main business focus of selling exclusively fuel products and auto LPG. The arrangement of the retail businesses zoning group them together according to their business types, which allow well-organized area utilizations inside the station, resulting in the good image and appearance of the station and PTTOR. Various retail businesses are categorized according to the following groups; 1.  Food & Beverages business, namely convenient store – 7 Eleven, Jiffy, Café Amazon; food shops – A&W, Chester Grill, KFC and dried foods & snacks shops and others, 2. Non-food business, namely banks, pharmacists, insurance, bookstore, entertainment, music and movie store, souvenir shops and others, 3. Automotive service business, namely FIT AUTO service center, tire shop and CAR WASH. 180

5.4.1 Convenience store 5.4.1.1 Image & Appearance of the convenience store External - C-store logo on the Highway Sign appears under the PTTOR logo. It is placed on the right, and the Café Amazon logo on the left according to the standard, - The C-store sign board on the store’s parapet is positioned above the store’s entrance door. The three lighting spots shall be turned on at night, one at the C-store logo sign, one on the left and on the right side of the logo sign. - The banner is positioned in front of the shop adjacent to the glass door, according to the required standard - The necessary stickers shall be posted on the glass entrance doors and along the edge of the glass walls. The shop ID number and address shall appear on the top right corner of the glass wall, according to the standard. - A garbage bin is placed on one side of the door according to standard or as required by the store’s business partner. - Cleaning and maintenance of the store’s front and surrounding area shall comply with the standard . Picture 5.103 The exterior appearance of a convenience store 181

SERVICE STATION STANDARD Internal - Decorative equipment and items are installed and placed according to the respective layout plan of the store’s size and space. - Shelving of products and materials is based on the Product MovementAnalysis (PMA) and Stock Keeping Unit (SKU). The labels detailing categories and prices are issued to all products. - The store assistants wear uniform and provide services according to the standard. - The products and materials are categorized and shelved in designated spots to allow easy movement and examination as well as efficient stock management. The storage must be clean and tidy and has adequate protection from ants, rats and insects to avoid damage or premature deterioration to the products. Picture 5.104 Inside C-store store 182

- Safety equipment as follows 1. Two 15-pound extinguishers installed in the store. 2. Five emergency lightings – 4 in the store, 1 in the Stock room and 1 set emergency ashlight. 3. CCTVs are required at 1) the entrance, 2) and 3) in the store, and 4) in the Stock room. More CCTV may be added according to the store’s size and its location risk potential. 4. One (1) set of first-aid box according to standard. The rear of the store - A room to collect cardboard boxes, paper waste and unused materials waiting to be sold. - Installed at the standard positions are the compressors for four air-conditioners and one cooling machine for the cold storage or as required. - One set of water pump and water storage tank is installed at the standard position. - An oil separator tank is at the rear of the store. Grease and trash must be removed from the tank daily. Picture 5.105 The rear side of a convenience store 5.4.1.2 Management and service manual of the convenience store 1. Stock management - Stock orders - Stock received - Stock returns - Cancel orders - Stock issuing 2. Product sale and services Picture 5.106 Sales & Services of a convenience store 3. Standard customer service procedures - Serving customers with a smile, courtesy, politely, enthusiastically and quickly - Refrain from showing or expressing improper behavior while working 4. Shelf management should comply with the layout and Product Movement Analysis (PMA-Planogram). Do not leave the shelf space unfilled and ensure no expired or deteriorated products are displayed on the shelves. Freshly cooked foods such as sausages, steamed Chinese buns and products such as vegetables are   prepared safely and hygienically. The expiration dates of all products must be   periodically checked. An optimized inventory management is vital for the store to 183

SERVICE STATION STANDARD   have a balanced supply of all products to meet customer’s demand to avoid   excessive supply, which may cause high investment, or insufficient supply which   causes opportunity loss. 5. The staff uniform should be nice and appropriate (considering suitable seasonal festivities and acceptable local culture). Staff must wear ID badge. Staff overall appearance should reflect good personal hygiene such as staff’s haircut, face, fingernails, body and mouth odor. 6. Every convenience store must pass a Quality System Standard evaluation with at least a 90% grade 5.4.1.3 Guide to store and equipment maintenance and repairs The Preventive Maintenance Program refers to the equipment maintenance contract for convenience stores. A one-year quality and maintenance insurance covering all equipment in the store will come into effect on the day the store opens for business. When the coverage expires, the store owner will have to take necessary steps to maintain the equipment on a regular basis to keep them working continuously for the safety and well-being of customers and the store staff. A store equipment maintenance contract shall be made. In the event of an equipment malfunction, follow the procedures to report and request for repair accordingly;. The maintenance process: 1. Call our Service Center to report your problems 2. Your Information will be forwarded to PTTOR, who will notify the responsible team to organize the repair. 3. Inform the Maintenance and Repair Operation in charge in your area for follow-up. 4. When the repair work is completed, the store manager must check the work and close the work order through the Sales Orders System. Repair notification, general repair and accidents 1. Normal case of equipment malfunction – The store manager shall follow the process below: 1) Call our Service Center or contact Sale Orders System, 2) Repair team visit the store as requested, 3) The store manager examines the completion and signs repair form, 2. Urgent case or accident, which disrupts the store’s operation For the incidents such as electrical failure and transformer explosion, the shop manager must contact the Service Center and inform the PTTOR area manager in charge of the area in which the specific store is located, to coordinate the repair as soon as possible. In the event of a car crashing into the store or robbery, the store manager must contact the insurance company, Service Center and inform the PTTOR area manager in charge of the area in which the specific store is located. He must file a complaint with police in order to get an official record and take photographs of the damages for submission to the insurance company to claim for compensations. The insurance claims and other evidences must also be submitted to PTTOR. 184

Reporting procedure to Insurance Company for accident, robbery, fraud 1. When the incident occurs, inform the Maintenance and Repair Operation in your area to request for repair or replacement of the equipment. 2. Contact designated insurance coordinator for advice regarding the accomplishing of documents and evidences needed for filing a claim for compensation from the insurance company as follow;ationing of abce coordinator 2.1 Secure a copy of police daily report of the incident. : The store manager must file a complaint with local police. 2.2 Take photos of the damages and objects involved, such as a vehicle that causes the accident, a motorcycle or a bullet. 2.3 A recorded CCTV footage of the incident/accident. 2.4 Cash audit and damaged product audit reports. 2.5 For property damages involving a vehicle with an insurance coverage, an accident report or the original damage issued by the insurance company is required. 2.6 For property damage involving a vehicle without an insurance coverage, certified true copies of the driver’s ID card, driving license and car registration are required. 2.7 If the store manager makes an advanced payment for the repair expenses or medical bills, he must issue an invoice issued to PTTOR asking for reimbursement. 2.8 In case of third-party damages or injuries, copies of ID cards of individuals who suffers loss in the accident are required. 2.9 Verify the results of repair/testing of a replacement equipment and inform the Maintenance and Repair Operation when the repair is completed, or when the quality of repair/replacement work is not up to standard. For other service requisitions under the equipment maintenance contract such as pest controls, contact Service Center and inform the Maintenance and Repair Operation in your area and the PTTOR Area sales manager. 185

SERVICE STATION STANDARD 5.4.2  Café Amazon 5.4.2.1 Physical image of Café Amazon Picture 5.107 Café Amazon Highway Sign Picture 5.108 Logo Sign of Retail Business 186

Size (WxH) = 1.80x1.725 m Size (WxH) = 1.35x1.35 m (scale 1:10) (scale 1:10) Picture 5.109 The Sizes of Café Amazon Logo Red 3M translucent film 3630 Red Avery Translucent film 5524 QM Scarlet Red Yellow 3M translucent film 3630-125 Golden Yellow Avery Translucent film 5507 QM Curry Yellow Dark Green MACTAC film 8348-30 Dark Green (semi-translucent) Vivid Green 3M translucent film 3630-156 Vivid Green Avery Translucent film 5560 QM Autumn Green Black 3M translucent film 3630-22 Black Avery Translucent film 5501 QM Black Color code and materials guide for Café Amazon logo on the Highway Sign Picture 5.110 Color code and materials guide for Cafe’ Amazon Logo 187

SERVICE STATION STANDARD TheõThćc÷eîacĂfaéÖféø’s’šćsîeexxteteriorrioarppaeparpaencaerance 1. C1a.ēfCúéēaÖAfǰšém$ABaGm«zoǰa\"znNolnBo[lgoPogOo The bird image is raised 2.5cm above the black surface The Café letters, the branch and the bird’s white feet are raised 1.5 mm above the black surface The Amazon letters in yellow are 2.5 cm raised above the black surfaceace The acrylic vacuum-forming sign letters are raised on a black surface at an elevation as indicted in the design. Color scheme according to design as follows : 3M translucent film 3630-33 Red and 3M translucent film 3620-125 Golden Yellow The tail of the bird in Yellow is raised 1.5 cm above Black surface The sign board is made of 2.1 mm thick galvanized metal sheet or 1.5 mm thick aluminum sheet with matte Black finish and has LED lights inside øPðĎ icìtuǰĊę re5.1ǰ1ē1úēCÖaǰš $féBGA«mǰ\"aNzoBn[lPoOgoPicture 5.111 Café Amazon The sign board is made The acrylic vacuum-forming sign letters of 2.1 mm thick galvanized are raised on a black surface at an elevation metal sheet or 1.5 mm as indicted in the design. Color scheme according to design thick aluminum sheet with as follows : 3M translucent film 3630-33 Red matte Black finish and 3M translucent film 3620-125 Golden Yellow and has LED lights inside A 5mm thick acrylic sheet (size as indicated in the design) fixed at the back of the sign board. Laser-cut letters are at the front. Color scheme: 3M opaque film 50-100 Matt White øPĎðicìtuĊęǰre5.1ǰ1ē2úēCÖaǰš $féBGA«mǰ\"aNzoBn[lPPoOigcoture 5.112 Café Amazon Logo 190 188

Tตhวั eปา ยlaเปsนeแrผ-นcuACt RfaYLbICricสaขี าtวeนdมเlบeอtรt e43rs3 หaนrาe2mmamde of 2 mm thDiIEckCU#T4เ3ป3น ตMวั อiักlษkรตWามhแiบteบ ดaาcนrหyนlา iตcดิ wTiRtAhNStrLaUnCEsNluT cFIeLMnt film at front side Cสoขี าloว r sch: e3mM eTR:A3NMSLUtrCaEnNsTlFuILcMent film 3630-20 White 3630-20 WHITE The frame is made of 1.2 mm galvanized metal sheet or 1.0 mm Aluminum with Matt Black finish. The frame is raised 10 mm above its White acrylic surface and has LED lights inside A 2 mm translucent acrylic sheet (size as inแdผicน aAtCeRdYLinIC tใhสหeนdา e2 smigmn) fixed at theขนbาดaตcาkมแoบfบtตhิดeดาsนiหgลnังตbวั ปoา aยrd. Laser-cut lดeานttหeนrาsตดิ aตrัวeอกั aษtรเtปhนe front. 6.5cm C50o-l1o0r 0scMheaD3mtMItE eW:C5U0:hT-31it0OMe0PMAoQApUTaTE qWFuIHLeMITEfสiีขlmาว 4 cm 30 cm 7.5 cm 288 cm The frame is a 1.2 mm Tตhวั ปeายlเaปsน แeผrน-cAuCtRfYaLbICriสcขี aาtวeนdมเบleอรtt4e3r3sหaนrาe2 mmmade of 2mm thick galvanized metal sheet tDhIiEcCkU#T4เป3น 3ตัวMอักiษlkรตWามhแบitบeดaา นcหrนyาliตcิด wTRiAthNStLrUaCnEsNlTuFcILeMnt film aสtขี าfวront s: id3Me TRANSLUCENT FILM Color sch3e6m30e-20: W3HMITEtranslucent film 3630-20 White รPปู icทtuี 5re.151.311ป3า ยCaCféafAémAamzoanzoLnogPoicture 5.113 Café Amazon Logo board 240 cm. 30288 cm. 40 155 cm. รPูปicทtuี 5re.151.411ต4าแPหoนsiงtiตoิดnตsงั oโfลCโกaP fCéicaAtfuémreaAz5mo.1na1z4looPgnoositions of Café Amazon Logo 191 189

SERVICE STATION STANDARD 2. Information sign in front of Café Amazon shop Information signs posted at the front of Café Amazon shop include branch code number, opening-closing time and various caution signs. Picture 5.115 Information signs at front door of Café Amazon shop 3. Branch Code number sign The Branch Code is composed of two capital letters and of three-digit numbers, e.g. CC 001 CD 015, DD 111, RM 410, JM 440 with the following meanings: - The first two capital letters denote type of shop regarding type of investment and administration, CC = Built & operated by PTTOR CD = Built by PTTOR & operated by Franchisee. DD = Built & operated by the Franchisee, SC = Outside-service station shops operated by PTTOR SD = Outside-service station shops operated by Franchisees RM = Stand-alone shops located inside PTT RM station JM = Coffee counter at Jiffy Mart - The three-digit numbers denote the Running number of the branches. The shop running number runs from 001-999 The branch code number is placed roughly 5 cm. below the upper doorframe. Picture 5.116 Café Amazon branch code number sign 190

4. Opening-Closing Time sign The sign is at the middle of the glass entrance door, above the caution signs and roughly 140 cm above the entrance floor (eye level). 5. Caution signs and Call Center phone number consist of: - No smoking - No pets allowed - No food & drinks allowed beyond this point - No photo - Call Center 1365 The position of these signs is parallel to the door’s horizontal handle and is approximately aligned at the center. Actual position can vary due to the different type of handles used at each shop. For appropriate positioning, follow the following considerations: 1. If the handle is longer than the edge of the door, the position is parallel to the handle and is approximately at the center alignment and 7 cm from the frame edge. 2. If the handle is parallel to the door frame, the position is also parallel to the handle and is approximately at the center alignment and 3 cm from the frame edge. 191

SERVICE STATION STANDARD Inside the shop 1. Beverage menu board Picture 5.117 Beverage menu board 2. Counter Picture 5.118 Color scheme for the shop walls Picture 5.119 Color scheme for the shop walls 192

Picture 5.120 Decorative material specifications 193

SERVICE STATION STANDARD 3. Shop’s furniture Outdoor furniture - Shorea wood and Red Rubber circular folding coffee tables (60x60x70 cm) with laminated wooden top and matte teak polyurethane finish - Shorea wood and Red Rubber laminated chairs with arm rests (57x64x91 cm) with matte teak polyurethane finish Picture 5.121 Outdoor Furnitures Indoor furniture - Rubber wood rectangular tables (50x50x75 cm) with 0.8 mm thick glass top with dark oak polyurethane finish, and 28x28 cm height-adjustable wooden stand - Rubber wood chairs (45.5x48x84.5 cm) with soft cushioned seat and R500 back rest (20x44x2 cm) showing 2 mm depth engraved image of “Café Amazon” and a coffee cup. Put the anti-scratch pads under the foot of the chair. Picture 5.122 Indoor Furnitures Table 5.14 Total number of furnitures for shops of different sizes Shop Size Indoor Furniture Outdoor Furniture 4x4 m Desk (total) Chair (Total) Desk (Total) Chair (Total) 5x5 m 2 4 5 11 3 7 7 14 194

Example of decorative plants at Café Amazon Cigar flower Sea mango Lady palm/bamboo palm Plumeria Philodendron Matchstick Tricolor bamburanta Sword fern D.rheedii seem Indian oak/freshwater mangrove Red ginger Heliconia Picture 5.123 Decorative plants 195

SERVICE STATION STANDARD 5.4.3 Standard kiosks Picture 5.124 Kiosks Kiosk Components specifications 5.4.3.1 Structure Group 5.4.3.1.1 The kiosk is built using structural steel with anti-corrosive coating. The designer must be an associate civil engineer who also certifies the design and calculation of the structural strength. 5.4.3.2 Wall Clad and Roof 5.4.3.2.1 Flooring – 20 mm thick Viva board 5.4.3.2.2 External cladding – 3 mm thick gray-colored Aluminum Composite Material (ACM) panels - ACM from Meenabond, Altex, Alucobest or equivalent must be at least 3 mm thick and the aluminum surface of at least 0.4 mm - The panel is made from non-flammable Aluminum Alloy composite panels No.3105/H16. 3033/H16 with polyethylene core panel - The front layer of the panel has gas fluorocarbon Kynar 500 PVDF resin coating with Silver Metallic color (the color is approved by PTTOR before the work begins) - The front layer must be covered with protective film during transports and delivery - The ACM panels have at least 10-year warranty from the manufacturers. 5.4.3.2.3  Interior wall – 6 mm thick Smart boards 5.4.3.2.4 Counter – 10 mm thick high-pressure laminated sheet, Black 5.4.3.2.5 Roof – Aluzinc steel sheet (AZ150) with at least 0.45 mm BMT 5.4.3.2.6 Canopy – 3 mm thick Grey color, ACM panels 196

5.4.3.2.7 Film stickers -  Clean the surface well before applying the stickers -  Color films and letters on the light box are 3M or equivalent. The parapet is covered with 3M 50-834 Blue film. 5.4.3.3 Door & windows 5.4.3.3.1 Doors - Grey PVC door and panels and lock mechanism. 5.4.3.3.2 Windows frame - Aluminum windows and panels 4 mm. thick, semi-transparent acrylic windowpanes and lock mechanism. 5.4.3.4 Electricity 5.4.3.4.1 Fluorescent Lamp for High Lumen Type with Accessories must have certificate of TIS standard and arrangement drawing/wiring diagram. 5.4.3.4.2 Water-resistant lamp holder sets 5.4.3.4.3 Starter holders is made of fine Urea powder. 5.4.3.4.4 Ballast is of Low Loss/Starter type. Wirings are arranged into groups with orderly installation, to allow safe and convenient inspection, maintenance and repair of various equipment. Install Housing Aluminum Capacitor for Adjust Power Factor > 0.90. 5.4.3.4.5 Capacitors and ballasts must be supported with Bakelite 3.00 mm. thick and securely fastened to the structure frame. 5.4.3.4.6 Electrical wiring – Internal electrical Wire sizing must be 2 x 1.5 mm. THW, connection with the use of wire-Nut. All electrical and process must follow the Engineering Institute of Thailand (EIT) and MEA Standard. 5.4.3.4.7 Junction box and circuit breaker – Specifications according to Electrical Engineer standard. 5.4.3.4.8 System Inspection – Must be done on all equipment, ground wire and the electrical systems at the sign boxes before the handover. 197

SERVICE STATION STANDARD 5.4.4  ATM booth building standard Picture 5.125 ATM at PTT Station ATM booth building specifications Reinforced concrete foundation - 15-cm. thickness of reinforced concrete using RB Ø9 mm @0.25 # or wire mesh on foun dations of compressed sand. Floor - The floor is a 4.5-mm. thick aluminum Checker plate (including the pattern) with folded-down edge, placed on a 100x50x20x3,2 mm C Line steel profile and a 10 mm thick 50x100 mm steel plate base. Poles - Four 100x100x20 mm steel poles with anti-corrosive coating and two coats of grey paint. Walls - The wall is built with 50x50x2.0 mm square steel tubes @500 mm applied with anti-corrosive coating and two coats of oil paint - The exterior walls use 1 mm thick EG steel plate, painted with PTTOR standard power coating (bronze/PTTOR blue/PTTOR red at locations according to design) with 5 mm thick heat insulation PE foam with single-sized aluminum foil. The walls, reinforced inside with anti-bump material, have 7 mm spacing between them, are fixed with stainless crews and the joints covered with silicone sealant - The interior walls consist of 8 mm thick smart boards featuring 5 mm thick heat insulation PE foam with single-sized aluminum foil, 10 mm spacing and silicone sealed 198