Administration Audit Version 5 - 07/17

• Document No.

• Administration Audit

• Branch / Depot

• Conducted on

  Date

• Prepared by

• Number Legend:
  
  3. Exemplary system in place - All criteria consistently met (Acceptable).
  2. System in place - Most criteria met (Acceptable).
  1. System only partly in place - Only some criteria met (Unacceptable).
  0. No system in place - No criteria met (CAR).

1.1 Purchasing & Receipt of Goods

FRM-GEN-217-1 Parts Requisition Form, WP-GEN-412 Receiving of Invoices

• Does a designated person exist to receive goods? (Add the name)

  Yes

  No

  N/A

• Does the designated person sign the Order as having received the goods, checking quality, quantity, damage and for credits?

  Yes

  No

  N/A

• Is FRM-GEN-217 Parts Requisition being used by outlying Depots?

  Yes

  No

  N/A

• Does the overall process operate effectively?

  Yes

  No

  N/A

• Ratings

  Exemplary system in place

  System in place

  System only partly

  No system in place

  Not Applicable/Not Reviewed

1.2 Registrations

SBMP FRM-GEN-201-11 Fleet Service Schedule, SBMP FRM-GEN-290-1 (a) NHVAS Maintenance Management Vehicle Register, FRM-GEN-209-5 Daily Tally Form

• Check what type of registers are kept of all the Rego dates for each JJR vehicle.

  Procedure

  Procedure not followed

  No written procedure but safe guards in place

  No safe guard in place

• Is the NHVAS Scheme applicable to your depot?

  Yes

  No

  N/A

• Is the Daily Tally Form for NHVAS requirements supplied to the Workshop Manager?

  Yes

  No

  N/A

• Who manages the Registrations, NHVAS and Machineries?

• Ratings

  Exemplary system in place

  System in place

  System only partly

  No system in place

  Not Applicable/Not Reviewed

2. STAFF

2.1 Team Briefs

SBMP 4.2-1 Team Briefs

• Are Administration Team Briefs conducted in accordance with IMS procedures for ALL staff?

  Yes

  No

  N/A

• Were all issues raised by staff actioned, signed off, or carried forward?

  Yes

  No

  N/A

• Team Briefs reviewed: date range

• Quantity reviewed.

• Ratings

  Exemplary system in place

  System in place

  System only partly

  No system in place

  Not Applicable/Not Reviewed

2.2 Family Relationships

• Identify family and employee relationships relative to management.

  Yes

  No

  N/A

• Names: Duties:

2.3 Under/Over Staffed - Benchmarking

• Total Administration/Operations Staff:

• Name & primary duties performed.

• Accounts Receivable

• Accounts Payable

• Operations Staff

• Runsheet Operators

• Council Operators

• To achieve efficient & effective work practises. Ask staff about their duties for each day - Is it a full day, any useless, unnecessary, duplicated or time wasting tasks.

• Do duties flow well through the stages of the overall process?

  Yes

  No

  N/A

• Is the process efficient and with no duplication of effort?

  Yes

  No

  N/A

• Ratings

  Exemplary system in place

  System in place

  System only partly

  No system in place

  Not Applicable/Not Reviewed

2.4 Training Records

LMS Modules & Competencies, SBMP 7.01-06 Induction Checklist - Administration & Corporate, SBMP 7.2-1 Training Record, FRM-GEN-400-01 Document Acknowledgement

• Is the online Learning Management System (LMS) up to-date and accurate?

  Yes

  No

  N/A

• Is there a site-specific training register / matrix in place to illustrate staff cross-training?

  Yes

  No

  N/A

• (Review new staff files for training records SBMP 7.2-1 and list the procedures used)

• NAME:

• Are all mandatory Admin compliance completed?

  Yes

  No

  N/A

• NAME:

• Are all mandatory Admin compliance completed?

  Yes

  No

  N/A

• NAME:

• Are all mandatory Admin compliance completed?

  Yes

  No

  N/A

• (Review Procedure Files)

• NAME:

• Do staff have all procedures completed relevant for their role?

  Yes

  No

  N/A

• NAME:

• Do staff have all procedures completed relevant for their role?

  Yes

  No

  N/A

• NAME:

• Do staff have all procedures completed relevant for their role?

  Yes

  No

  N/A

• Ratings

  Exemplary system in place

  System in place

  System only partly

  No system in place

  Not Applicable/Not Reviewed

2.5 Payroll

SWI-GEN-470-01 Kronos Training

SBMP 11.14-02 Bonus Scheduler, SBMP 11.14-01 Bonus Assessment Form

2.5-1 Annual Leave

• What annual leave has been accrued and does it exceed 6 weeks?

• What process is in place to ensure procedures are followed during staff leave?

• Ratings

  Exemplary system in place

  System in place

  System only partly

  No system in place

  Not Applicable/Not Reviewed

2.5-2 Payroll Data Entry

• Who keys payroll for the site?

• Are Management approving time cards? If not, are Management approving the weekly report before time card entries are approved?

  Yes

  No

  N/A

• Are the employee schedules approved by Management?

  Yes

  No

  N/A

• How often are the employee schedules reviewed by Management?

  Daily

  Weekly

  Fortnigtly

  Monthly

  Never

• Is there a Driver Bonus Scheme in place?

  Yes

  No

  N/A

• Is the Bonus Scheduler being used - SBMP 11.14-02?

  Yes

  No

  N/A

• Is the Bonus Assessment Form being used - SBMP 11.14-01?

  Yes

  No

  N/A

• Work Cover claims - are these signed off?

  Yes

  No

  N/A

• Name of authorised person?

• Are all Work Cover claims filed independently from other personnel files?

  Yes

  No

  N/A

• Ratings

  Exemplary system in place

  System in place

  System only partly

  No system in place

  Not Applicable/Not Reviewed

3. SALES

3.1 Service Agreements

SWI-GEN-437-06 Increasing or Decreasing a Service, SWI-GEN-437-05 Resign, SWI-GEN-437-04 Undo a Cancellation, SWI-GEN-437-02 Change of Owners, SWI-GEN-437-01 Adding a New Customer, GEN-503-1 Service Agreement, Audit Report-Operational-Customer-Recent Customer List for Site Audit

• Are manual Service Agreement books being used and for what purpose?

  Yes

  No

  N/A

• Check for accuracy and completeness.

  Yes

  No

  N/A

• Check signatures and dates on front & back pages.

  Yes

  No

  N/A

• Check that an ABN has been given and is not a deregistered company - www.abr.business.gov.au.

  Yes

  No

  N/A

• Are manual agreements filed in a fire proof cabinet?

  Yes

  No

  N/A

• How many agreements are checked out to Reps briefcases?

• Agreements checked (quantity)

• Errors/omissions (any) ABN

• Errors/omissions (any) Terms & Conditions

• Not Signed

• Errors/omissions (any) Phone, Fax or Email not provided

• Ratings

  Exemplary system in place

  System in place

  System only partly

  No system in place

  Not Applicable/Not Reviewed

3.2 Breach Of Contract

SWI-GEN-402-27 Breach of Contract Stops

• Ensure that the flow diagram is being followed.

  Yes

  No

  N/A

• Who manages the process and how?

• Files in Progress

• Ratings

  Exemplary system in place

  System in place

  System only partly

  No system in place

  Not Applicable/Not Reviewed

3.3 Marketing Giveaways

SWI-GEN-445-01 Marketing and Promotion Products

• Is there a person authorised to order stock?

  Yes

  No

  N/A

• Name of authorised person:

• Look at the security & control of giveaways.

• What was purchased recently?

• Ratings

  Exemplary system in place

  System in place

  System only partly

  No system in place

  Not Applicable/Not Reviewed

3.4 Commissions

• Is there a published Depot commissions structure?

  Yes

  No

  N/A

• Are there checks in place to compare Commissions authorised against Payroll entries?

  Yes

  No

  N/A

• Must be exclusive of GST - Directive.

  Yes

  No

  N/A

• Who calculates them?

• How long does this take (hours) per week?

• Do Reps sign-off on their commission?

  Yes

  No

  N/A

• Which reps were reviewed?

• Ratings

  Exemplary system in place

  System in place

  System only partly

  No system in place

  Not Applicable/Not Reviewed

4. OPERATIONS

4.1 Run Sheets (Paper)

SWI-GEN-407-04 Printing Runsheets, SWI-GEN-407-05 Re-Ordering Runsheets

SWI-GEN-407-10 Preparing to Key Runsheets, SWI-GEN-407-21 Keying Runsheet - Frontlift and Wheelie Bins, SWI-GEN-407-22 Keying Runsheets - Roro, SWI-GEN-407-30 Runsheet Keying Anomolies Report

• Are there any reasons for outstanding runsheets and who is managing these?

  Yes

  No

  N/A

• Check sample of runsheets to review data entry process to ensure non service codes are keyed, truck stats and fuel data errors are at a minimum and docket numbers are transferred accurately. Check maximum of 30 runs including RoRo/Liquid, Frontlift & Wheeled Bins.

• How many runsheets were reviewed?

• Ensure process in place to bill all services on run sheet (non-auto bill).

  Yes

  No

  N/A

• Are you happy with the quality of data provided for Admin keying?

  Yes

  No

  N/A

• Are JJR green dockets attached to the run sheets?

  Yes

  No

  N/A

• Are there minimal unallocated services on runs?

  Yes

  No

  N/A

• Is Delta capturing all Waste Receivers correctly?

  Yes

  No

  N/A

• Are Waste Receiver schedules up to date?

  Yes

  No

  N/A

• Is there manual data entry into Delta that could be automated/imported?

  Yes

  No

  N/A

• Rating

  Exemplary system in place

  System in place

  System only partly

  No system in place

  Not Applicable/Not Reviewed

4.1-1 Run Sheets (JTrack)

• Is the Depot using Commercial JTrack runs?

  Yes

  No

  N/A

• How many and what type of vehicles are using JTrack?

• Check sample of runsheets to review data entry process to ensure non service codes are keyed, truck stats and fuel data errors are at a minimum and docket numbers are transferred accurately. Check maximum of 30 runs including RoRo/Liquid, Frontlift & Wheeled Bins.

• How many runsheets were reviewed?

• Is there a process in place for data capture vs JTrack system?

  Yes

  No

  N/A

• Is a process in place for data capture in the event of truck computer failure?

  Yes

  No

  N/A

• How are foreign bins managed?

• Rating

  Exemplary system in place

  System in place

  System only partly

  No system in place

  Not Applicable/Not Reviewed

4.1-2 DEHP Reporting

Audit Report - Operational-Agreement/Sales Tablet-Agents Agreement Status, Audit Report - Operational-EPA Report Review, SBMP FRM-GEN-127-01 EWTS dockets.

• Are all regulated waste runsheets keyed for the previous calendar month?

  Yes

  No

  N/A

• If there are any outstanding runsheets identify the reason.

• Who is responsible for managing this?

• Are there any manual waste tracking certificates being used at this Depot?

  Yes

  No

  N/A

• Who is responsible for managing these and what is the verification process?

• Are EWTS dockets being used at this Depot?

  Yes

  No

  N/A

• Is there a current Agent Agreement for each customer?

  Yes

  No

  N/A

• Review audit report and identify a selection of customers Agent Agreements and their service types.

• Quantity reviewed

• Are there any expired Agent Agreements?

  Yes

  No

  N/A

• Who manages the expired agent agreements?

• Have Waste Receiver Agent Agreements been signed and created in Delta?

  Yes

  No

  N/A

• Have these been uploaded to the intranet?

  Yes

  No

  N/A

• Who is responsible for reviewing the audit report EPA Report Review?

• How frequently is this report being reviewed?

  Daily

  Weekly

  Fortnigtly

  Monthly

  Never

• Who is responsible for creating, reviewing and sending the EPA CSV file to DEHP?

• Review saved file for any anomolies.

• Rating

  Exemplary system in place

  System in place

  System only partly

  No system in place

  Not Applicable/Not Reviewed

4.2 Truck Statistics

SWI-GEN-415-2 End of Day Debtors

• Ensure that data is captured Daily/Weekly.

  Yes

  No

  N/A

• Is there a process in place to review End-Of-Day to check for data capture errors.

  Yes

  No

  N/A

• How are errors managed?

• Rating

  Exemplary system in place

  System in place

  System only partly

  No system in place

  Not Applicable/Not Reviewed

4.3 Fuel Data Capture

FRM-GEN-144-1 Daily Fuel Record Sheet

• Is the correct Form - FRM-GEN-144-1 Daily Fuel Record Sheet being used?

  Yes

  No

  N/A

• Ensure that fuel is captured weekly - including utes, forklift, other.

  Yes

  No

  N/A

• Check process & frequency of data capture.

  Daily

  Weekly

  Fortnigtly

  Monthly

  Never

• Rating

  Exemplary system in place

  System in place

  System only partly

  No system in place

  Not Applicable/Not Reviewed

4.4 Bulk Fuel Tanks

WP-GEN-144 Fuel Inventory Control and Reconciliation, SWI-GEN-144-1 Tank Dipping

FRM-GEN-144-1 Daily Fuel Record Sheet, FRM-GEN-144-2 Daily Fuel Movement Log

• Is the daily movement log used?

  Yes

  No

  N/A

• Scrutinize daily record sheets and dips.

  Procedure

  Procedure not followed

  No written procedure but safe guards in place

  No safe guard in place

• Review variance size, frequency and corrective actions.

  Procedure

  Procedure not followed

  No written procedure but safe guards in place

  No safe guard in place

• Rating

  Exemplary system in place

  System in place

  System only partly

  No system in place

  Not Applicable/Not Reviewed

5. BIN MANAGEMENT

COUNCIL

5.1 Council Runsheets

SWI-GEN-129-2 Domestic Run Review Report (DRRR), GEN-129-2 Domestic Run Review Report

• Is the site using Domestic JTrack?

  Yes

  No

  N/A

• How many trucks?

• Check Council run sheets DRRR from DCMS, JTrack, DRS for data accuracy and clarity.

  Yes

  No

  N/A

• Is a process in place for data capture in the event of truck computer failure?

  Yes

  No

  N/A

• Rating

  Exemplary system in place

  System in place

  System only partly

  No system in place

  Not Applicable/Not Reviewed

5.2 New Customers

• Are Council Requests received that are outside of the contract?

  Yes

  No

  N/A

• If so, how does the Depot manage these?

• Ask the relevant person how to add a new service to the council vouchers and how the bin gets to the customer.

  Procedure

  Procedure not followed

  No written procedure but safe guards in place

  No safe guard in place

• Rating

  Exemplary system in place

  System in place

  System only partly

  No system in place

  Not Applicable/Not Reviewed

5.3 Council Bins - Stocktake - Scrapping

• What frequency are wheelie bins stocktakes conducted?

  Daily

  Weekly

  Fortnigtly

  Monthly

  Never

• When was the last stocktake of wheelie bins done?

  Daily

  Weekly

  Fortnigtly

  Monthly

  Never

• Who decides to order new bins? (Whb, Steel)

• Is there a process for receipting of bins - count, damage, shortage, sign, name & contact details?

  Yes

  No

  N/A

• Are stock & repair bins, lids, wheels, axles seperated?

  Yes

  No

  N/A

• Who has access to bins?

• Where are the bins kept? (Wheelie bins)

• Where are the bins kept? (Steel)

• Who keeps track of who takes the bins?

• Rating

  Exemplary system in place

  System in place

  System only partly

  No system in place

  Not Applicable/Not Reviewed

6. ADMINISTRATION

6.1 CREDITORS

6.1-1 Vendor Invoice Review

SWI-GEN-401-16 Reconciling Statements, SWI-GEN-401-14 Searching for Vendors, SWI-GEN-401-08 Setting up Vendors

SWI-GEN-401-13 Preparing Batches for Keying, SWI-GEN-401-9 Keying Invoices

SWI-GEN-401-11 EFT Reports, SWI-GEN-401-12 Cheque Run

SWI-GEN-401-03 Authorised Signatures, FRM-GEN-401-3 Authorised Signatures

FRM-GEN-401-07 Prompt Payment, SWI-GEN-401-07 Prompt, Statement or 30Day Vendor Report, FRM-GEN-491-1c EFT Request Form

SWI-GEN-415-03 End of Day - Creditors (Accounts Payable)

SWI-GEN-3.1-1 Supplier Subcontractor Registration, SBMP 3.1-4 Subcontractor Preselection Questionnaire, SBMP 3.1-5 Critical Document Request Letter, SBMP 3.1-6 Supplier Subcontractor Register.

• What process is in place for data entry of creditors invoices?

• Do staff have a copy of the authorised signatory list?

  Yes

  No

  N/A

• Are all Purchase Orders being raised necessary?

  Yes

  No

  N/A

• What checks are in place for truck washing?

  Yes

  No

  N/A

• Do the staff signing invoices understand what they are signing for?

  Yes

  No

  N/A

• Rating

  Exemplary system in place

  System in place

  System only partly

  No system in place

  Not Applicable/Not Reviewed

6.2 DEBTORS

6.2-1 Direct Debit Capture

SWI-GEN-402-8 Direct Debit Request, FRM-GEN-402-8 Direct Debit Request, SWI-GEN-402-15 Unsuccessful Direct Debit Bank Account Payments, SWI-GEN-402-16 Unsuccessful Direct Debit Credit Card Payments, SWI-GEN-402-17 Updating Direct Debit Details, Audit Reports-Transactions-Direct Debit/Credit Card Transactions/Details-Direct Debit Payment Forecast.

• Ensure all forms are captured and checked independently for data entry accuracy with signatures.

  Yes

  No

  N/A

• Where are forms stored?

• Has each dishonoured document been completed?

  Yes

  No

  N/A

• Has a $10 fee been charged (if applicable)?

  Yes

  No

  N/A

• Has the account stop been applied (if applicable)?

  Yes

  No

  N/A

• Rating

  Exemplary system in place

  System in place

  System only partly

  No system in place

  Not Applicable/Not Reviewed

6.2-2 Bad Debts/Write Offs

SWI-GEN-402-6 Bad Debts, FRM-GEN-402-6 Customer Accounts-Bad Debts, SWI-GEN-402-25 Writing Off Credit Balances-Customer Invoices

• Ensure complying - check write-off policy with site.

  Yes

  No

  N/A

• Ensure all forms are authorised by relevant person.

  Yes

  No

  N/A

• Ensure write-offs have an explanation in notes to the account.

  Yes

  No

  N/A

• Months checked.

• Quantity checked.

• Rating

  Exemplary system in place

  System in place

  System only partly

  No system in place

  Not Applicable/Not Reviewed

6.2-3 Overdues

SWI-GEN-402-28 Accounts Receivable Reconciliation, SWI-GEN-402-26 Accounts Receivable Queries, SWI-GEN-402-29 Overdue Fee

SWI-GEN-402-18 Referring New Debts to CMA, SWI-GEN-402-20 Status Check on Accounts with CMA, SWI-GEN-402-19 Debt Recovery Charges from Agency

SWI-GEN-402-23 Payment Plans, SWI-GEN-402-24 Suspend Overdue Actions, SWI-GEN-402-31 Accounts Receivable Collection Calls

SWI-GEN-402-05 Refund Cheque, FRM-GEN-402-05 Customer Refunds

• Are the Bounceback Report customers being contacted?

  Yes

  No

  N/A

• Is the Whitelisting Procedure being provided to customers?

  Yes

  No

  N/A

• Are customers having their On Stop default deactivated?

  Yes

  No

  N/A

• If so, by whom and who authorised these?

• Are the reasons for these deactived customers legitimate?

  Yes

  No

  N/A

• Are customers being handed over to Collection Agency?

  Yes

  No

  N/A

• When were they handed over?

  45 days

  60 days

  90 days

  120 days and over

• Are the ratings consistent with the standards?

  Yes

  No

  N/A

• Is the depot meeting monthly Overdue targets?

  Yes

  No

  N/A

• Targets met in the past 6 months - refer branch overdue targets vs actual (Commercial)

• Targets met in the past 6 months - refer branch overdue targets vs actual (Mines)

• Rating

  Exemplary system in place

  System in place

  System only partly

  No system in place

  Not Applicable/Not Reviewed

6.2-4 Credits/Debits and Transfer of Funds

FRM-GEN-402-10 Debit Credit Adjustments, SWI-GEN-402-32 Credit Request Procedure, SWI-GEN-402-33 Electronic Credit Request Approvals, SWI-GEN-402-10 Manual Credit Preparation and Keying

SBMP SWI-GEN-402-04 Transfer of Funds

• On review of the 'Generated Credit Transaction Listing', are there any credits processed outside of the electronic Credit Request System?

  Yes

  No

  N/A

• If so, were these manual credits authorised and checked after data capture?

  Yes

  No

  N/A

• Ensure EOD is checked, so that no unauthorised credits are processed.

  Yes

  No

  N/A

• Date range checked?

• Quantity checked?

• Is the Transfer of Funds function being used at this Depot?

  Yes

  No

  N/A

• Who has access to this?

• Is the procedure being followed?

  Yes

  No

  N/A

• Rating

  Exemplary system in place

  System in place

  System only partly

  No system in place

  Not Applicable/Not Reviewed

6.2-5 Scrap Metal/Plastic Funds

SBMP 9.2-7 Scrapped Industrial Bins Report

• Does the Depot scrap metal or plastics and is there a rebate received for this product?

  Yes

  No

  N/A

• Ensure funds are being banked to JJR and not social club account?

  Yes

  No

  N/A

• Where do the scrap bins go - do we get destruction certificates?

• If no destruction certificate, is there a standing letter or is there confidence that the bins are being destroyed?

  Yes

  No

  N/A

• Does each Vendor have a customer account for data capture?

  Yes

  No

  N/A

• Is the payment deposited directly into the bank?

  Yes

  No

  N/A

• Check for a schedule of rates for different materials.

  Procedure

  Procedure not followed

  No written procedure but safe guards in place

  No safe guard in place

• Source of all scrap metals.

• Source of all scrap plastics.

• Who decides when to scrap old bins - Wheeled Bins, Frontlift, Compactors, Skips?

• Check IMS Form 9.2-7 for completion and forwarding to Finance department for all metal bins.

  Yes

  No

  N/A

• Rating

  Exemplary system in place

  System in place

  System only partly

  No system in place

  Not Applicable/Not Reviewed

6.2-6 Rebates - Oil

• Does the Depot receive an oil rebate?

  Yes

  No

  N/A

• Is the payment deposited directly into the bank?

  Yes

  No

  N/A

• Does each Vendor have a customer account for data capture?

  Yes

  No

  N/A

• Are any rebates passed on to customer accounts and if so list customer numbers?

  Yes

  No

  N/A

• Rating

  Exemplary system in place

  System in place

  System only partly

  No system in place

  Not Applicable/Not Reviewed

6.2-7 Rebates - eg Visy / Orora

SWI-GEN-477-26 Reconciliations - Rebates, SWI-GEN-477-27 Rebate Dockets - Adding, SWI-GEN-477-28 Rebate Docket - Editing, SWI-GEN-477-29 Rebate Docket - Deleting, SWI-GEN-477-30 Edit Reconciliation View - Rebate.

• Ensure that there is a process in place to reconcile the amount of rebate received from Receiver.

  Procedure

  Procedure not followed

  No written procedure but safe guards in place

  No safe guard in place

• Is the procedure being followed?

  Yes

  No

  N/A

• Who is familiar with the process and as a backup?

• Is Delta capturing all Rebate Waste Receivers correctly?

  Yes

  No

  N/A

• Is there manual data entry into Delta that could be automated/improved?

  Yes

  No

  N/A

• Is this used consistently during reconciliations?

  Yes

  No

  N/A

• Are all exceptions to the rules approved by Management?

  Yes

  No

  N/A

• Rating

  Exemplary system in place

  System in place

  System only partly

  No system in place

  Not Applicable/Not Reviewed

6.2-8 MRF Income

FRM-GEN-812-1 Daily Received/Despatched Form

• Ensure that there is a process to reconcile the amount of rebate received from Receiver.

  Procedure

  Procedure not followed

  No written procedure but safe guards in place

  No safe guard in place

• What type of products are despatched?

• Is the procedure being followed?

  Yes

  No

  N/A

• Who is familiar with the process and as a backup?

• Rating

  Exemplary system in place

  System in place

  System only partly

  No system in place

  Not Applicable/Not Reviewed

6.2-9 Manual/Sundry Invoicing

SWI-GEN-402-07 Sundry Invoice, FRM-GEN-402-7 Sundry Invoice

• Are all manual invoicing keyed to the appropriate Customer Number in Customer Maintenance?

  Yes

  No

  N/A

• If not, why?

• Frequency of use - invoices per month?

• Is the current IMS template being used?

  Yes

  No

  N/A

• Rating

  Exemplary system in place

  System in place

  System only partly

  No system in place

  Not Applicable/Not Reviewed

6.2-10 External Debtor Billing

• Ensure spreadsheets and data input is correct.

  Yes

  No

  N/A

• Check procedures for special jobs - how do they know what to bill?

  Procedure

  Procedure not followed

  No written procedure but safe guards in place

  No safe guard in place

• Which customers and for what purpose?

• Rating

  Exemplary system in place

  System in place

  System only partly

  No system in place

  Not Applicable/Not Reviewed

6.2-11 Staff Accounts

• Ensure that each staff has their own account.

  Yes

  No

  N/A

• All accounts to start with - Staff - "Employee Name".

  Yes

  No

  N/A

• Are the staff accounts being paid within the 30day period?

  Yes

  No

  N/A

• Are the accounts correct with no unusual credits or transactions occuring?

  Yes

  No

  N/A

• Verify amounts paid to invoice value.

  Yes

  No

  N/A

• Check GST has been accounted for correctly.

  Yes

  No

  N/A

• Rating

  Exemplary system in place

  System in place

  System only partly

  No system in place

  Not Applicable/Not Reviewed

6.2-12 Cash Sale Accounts

• Are Cash Accounts used at the depot and what are the customer numbers?

  Yes

  No

  N/A

• What are the Cash Sales Accounts used for eg general accts, uniforms, customers with no account status?

• Who manages the reconciliations of these accounts and is there a procedure to ensure payments are recovered?

  Procedure

  Procedure not followed

  No written procedure but safe guards in place

  No safe guard in place

• Rating

  Exemplary system in place

  System in place

  System only partly

  No system in place

  Not Applicable/Not Reviewed

6.2-13 Corporate Accounts

SWI-GEN-406-08 National Corporate Accounts

• Has the End of Month spreadsheet been implemented at the Depot?

  Yes

  No

  N/A

• Who is responsible to receive and input data if the 'Charging Depot'?

• Who is responsible to supply and despatch data if the 'Servicing Depot'?

• Is an alert message added to show which Depot is controlling the account?

  Yes

  No

  N/A

• When was the last audit performed on the accounts to ensure all data is correct?

• Rating

  Exemplary system in place

  System in place

  System only partly

  No system in place

  Not Applicable/Not Reviewed

7. CALL CENTRE/CUSTOMER SERVICE

WP-GEN-441 Telephone & Reception Enquiries Administration

• Are all staff answering calls following the general guidelines of "Welcome to JJ Richards, this is ...."?

  Yes

  No

  N/A

• Are all staff talking at a pace the customer is able to understand ie not too fast?

  Yes

  No

  N/A

• Are staff clear in their enunciation?

  Yes

  No

  N/A

• Are staff showing attentiveness to the customers query?

  Yes

  No

  N/A

• Are staff using the customers name when referring to them within the conversation?

  Yes

  No

  N/A

• Have staff been able to assist the customer with finding a solution to their query?

  Yes

  No

  N/A

• Have staff been knowledgable about the services JJ Richards provides?

  Yes

  No

  N/A

• Are staff recognising further opportunities to promote our service?

  Yes

  No

  N/A

• How many staff did you observe?

• Rating

  Exemplary system in place

  System in place

  System only partly

  No system in place

  Not Applicable/Not Reviewed

8. GENERAL IMPRESSIONS OF THE SITE OVERALL

• 8.1 Reception areas - outsiders approach

  Very clean and presentable

  Reasonably clean and tidy

  Needs more attention

• 8.2 Storage areas

  Very clean and presentable

  Reasonably clean and tidy

  Needs more attention

• 8.3 Yard in general

  Very clean and presentable

  Reasonably clean and tidy

  Needs more attention

• 8.4 Vehicles

  Very clean and presentable

  Reasonably clean and tidy

  Needs more attention

• 8.5 Attitudes of staff - co-operativeness, open, friendly, comfortable.

  Yes

  No

  N/A

• 8.6 Compliments and Complaints forms reviewed.

  Yes

  No

  N/A