ARM Branch Evaluation 23C

• Branch

• Conducted on

  Date

• Prepared by

• Documents/Reports to open:
  BMI
  RPM
  CALLBACKS $150+
  ARs
  BOSS
  DAILY
  EMPLOYEE COMPARISON
  RED CAR
  <20 MIN REPORT
  LAUNCHPAD EFFECIENCY

Operational Plan

• Is there a front runner?

  Yes

  No

  N/A

• Are Launchpads charged & being utilized??

  Yes

  No

  N/A

• Are phones being isolated (high impact) or answered on 2 rings (regular size)?

  Yes

  No

  N/A

• Is someone assigned to the lot during peak times?

  Yes

  No

  N/A

ESQI

CARP

• Role Play Rental Ready

  Yes

  No

  N/A

• Role Play Priority Pass

  Yes

  No

  N/A

• Branch above 60% Rental Ready?

  Yes

  No

  N/A

• Branch above 85% Priority Pass Expectation?

  Yes

  No

  N/A

Timeliness

• Is the pick up log being utilized? (Insert Picture)

  Yes

  No

  N/A

• Are customers waiting for any reason?

  Yes

  No

  N/A

• Is there a lunch schedule?

  Yes

  No

  N/A

Friendliness

• Do all employees know the Service 6?

  Yes

  No

  N/A

• Do all employees know the I-5?

  Yes

  No

  N/A

• Is the 10 foot rule being executed on EVERY CUSTOMER?

  Yes

  No

  N/A

Close

• Role Play Close Pend

  Yes

  No

  N/A

• Role Play Close

  Yes

  No

  N/A

• Is the receipt being reviewed around the counter and next to the customer?

  Yes

  No

  N/A

• Are the 3 critical questions being asked?

  Yes

  No

  N/A

• Are issues being handled at the return? Are returns being starred? Are we following up with starred customers?

  Yes

  No

  N/A

• Is there a drop plan in place?

  Yes

  No

  N/A

• Is there a one-way plan in place?

  Yes

  No

  N/A

Employee Development

• Were all Roadmaps completed last month?

  Yes

  No

  N/A

• Do all employees know where they are at in their roadmaps?

  Yes

  No

  N/A

• Were 1 on 1's scheduled this month? List progress.

  Yes

  No

  N/A

• Were 1 on 1's completed last month?

  Yes

  No

  N/A

• Is there a training schedule/plan in place?

  Yes

  No

  N/A

Duties List

• Is there a Duties List in place & up to date?

  Yes

  No

  N/A

• Is the Duties List being utilized daily? (Ask employee what their current duties are)

  Yes

  No

  N/A

• Are duties being followed up on?

  Yes

  No

  N/A

Employee Hours (MT/MA's should average no more than 49hrs per week)

• Each MT/MA working 49 hours (+/- 1 hour)

  Yes

  No

  N/A

• Hours approval above 85%

  Yes

  No

  N/A

100% Review Completion (Delivered to HR by the 20th)

• 100% Review completion from last month?

  Yes

  No

  N/A

• All reviews for this month have been scheduled with the employees?

  Yes

  No

  N/A

Revenue

Daily Updates

• Is the Goal Board Updated?

  Yes

  No

  N/A

• Is the BMI Posted?

  Yes

  No

  N/A

• What is the walk-up rate today?

  Yes

  No

  N/A

• Are there any contests in place?

  Yes

  No

  N/A

Numbers

• Are the BMI #s beating LY? (List IPC, Days Earned, Overall Rate, and DW%)

  Yes

  No

  N/A

• Branch's sales #s - ADR, Total Package, XM Radio, & TAR

  Yes

  No

  N/A

• Are all employees above $6 TAR & 100 Pack? Insert picture of Sales Comparison

  Yes

  No

  N/A

• Is the branch 92% MTD & YTD Days Earned?

  Yes

  No

  N/A

• Is the I-Macro being used? List tickets with highest missing amount.

  Yes

  No

  N/A

• Insurance - ADR, Upgrade, Total Package. Above goal?

  Yes

  No

  N/A

• Retail - ADR, Upgrade, Total Package. Above goal?

  Yes

  No

  N/A

Sales Role Play

• Role play #2

  Yes

  No

  N/A

• Role play #1

  Yes

  No

  N/A

CARS

• SPOT CHECK READY LINE

  Yes

  No

  N/A

• Is the Lot organized?

  Yes

  No

  N/A

• Is the branch's LOFR score currently below 30? List priority LOFRs/RECALLS

  Yes

  No

  N/A

• What are the upgrade options?

  Yes

  No

  N/A

• Print Daily - Are shop cars appropriately tagged, are keys on the right rings?

  Yes

  No

  N/A

• Is UIL & UDOC under goal?

  Yes

  No

  N/A

• What are the branch's reserves?

  Yes

  No

  N/A

Proper T2T

• T2T #1?

  Yes

  No

  N/A

• T2T #2?

  Yes

  No

  N/A

• T2T #3?

  Yes

  No

  N/A

• T2T #4?

  Yes

  No

  N/A

Shop Cars

• Are books up to date?

  Yes

  No

  N/A

• Are tire gauges present?

  Yes

  No

  N/A

• Are Damaged vehicles being set aside and Not Re-Rented?

  Yes

  No

  N/A

• Are all employees (including service agents) ensuring that tread depth gauges are being used 100% of the time?

  Yes

  No

  N/A

• Walk the lot. Is each ready to rent vehicle free of damage?

  Yes

  No

  N/A

Cost Control

Callbacks and A/R's

• Are Callbacks being completed daily?

  Yes

  No

  N/A

• Does each employee have assigned A/R's that they are working? List top priority ARs

  Yes

  No

  N/A

• Was Bad Debt below Group goal last month?

  Yes

  No

  N/A

• Is each callback down less than $150 - List worst callbacks.

  Yes

  No

  N/A

Underwriting Guidelines

• Retail/Debit Contract Audit #1 Pass?

  Yes

  No

  N/A

• Retail/Debit Contract Audit #2 Pass?

  Yes

  No

  N/A

• Retail/Debit Contract Audit #3 Pass?

  Yes

  No

  N/A

• Retail/Debit Contract Audit #4 Pass?

  Yes

  No

  N/A

• Any conversions?

  Yes

  No

  N/A

Back-End

• List highest force charges.

  Yes

  No

  N/A

• What is the estimated bad debt?

  Yes

  No

  N/A

• How many pends? List 5+ days.

  Yes

  No

  N/A

• List pended declines.

  Yes

  No

  N/A

• Are rewrites done? List contracts open 30+ days.

  Yes

  No

  N/A

• Is L Drive completed?

  Yes

  No

  N/A

• Is fuel at -$2 credit?

  Yes

  No

  N/A

Growth

Phones

• Are employees answering the phone with urgency?

  Yes

  No

  N/A

• Do all employees know what is needed to pass a phone shop?

  Yes

  No

  N/A

• Are employees asking for the reservation?

  Yes

  No

  N/A

• Are employees utilizing *83/*82?

  Yes

  No

  N/A

• Role Play Same Day Reservation.

  Yes

  No

  N/A

Marketing

• Does the branch have a marketing calendar in place?

  Yes

  No

  N/A

• Did the branch hit their BOSS goal for last month?

  Yes

  No

  N/A

• Did each employee receive a PDM last month?

  Yes

  No

  N/A

• Are BOSS calls UTD for the current month?

  Yes

  No

  N/A

• Is the top 5/bottom 5 updated?

  Yes

  No

  N/A

• Is the branch hitting days earned growth goal?

  Yes

  No

  N/A

<20%

• Is the branch currently at 85% Red Car goal?

  Yes

  No

  N/A

• Is there an assigned person to monitor the Red Car?

  Yes

  No

  N/A

Brand

• Is there anything that needs to be fixed?

  Yes

  No

  N/A

• Are all papers posted current and UTD? (phone #s, underwriting guidelines, duties list, etc)

  Yes

  No

  N/A

• Building is properly maintained and representative of company standards? (Inside & outside)

  Yes

  No

  N/A

• Add media

  Media

• Customer waiting area is properly maintained and representative of company standards?

  Yes

  No

  N/A

• Add media

  Media

• Restrooms are well maintained and representative of company standards?

  Yes

  No

  N/A

• Add media

  Media

• Wash Bay is well maintained and representative of company standards?

  Yes

  No

  N/A

• Add media

  Media

• Transaction area is properly maintained and representative of company standards?

  Yes

  No

  N/A

• Add media

  Media

• All Employee areas are well maintained and representative of company standards?

  Yes

  No

  N/A

• Add media

  Media

• Overall Comments