Auto Services Internal Audit

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

1.1 Repair Orders

• 1.1.1 Repair Orders Filed weekly and in order

  Yes

  No

  N/A

• 1.1.2 Ensure the correct information is on RO's. This includes contact details, additional works required, authority being granted, email addresses captured, items/parts used added on and customer signature obtained.

  Yes

  No

  N/A

• 1.1.3 From Point 2, compare the RO information is carried onto the invoice. (Check 10 old RO's vs. Invoices to see that all items are being captured and charged out. For "Y" min 9 out of 10 to meet requirements)

  Yes

  No

  N/A

• 1.1.4 Check Customer Signature has been obtained on Vehicle Condition Appraisal form (check 3) (For "Y" min 3 out of 3 to meet requirements)

  Yes

  No

  N/A

1.2 Parts

• 1.2.2 Supplier invoices are signed and authorised

  Yes

  No

  N/A

• 1.2.3 Parts delivered are entered into system and onto the job by the end of the day

  Yes

  No

  N/A

• 1.2.4 Are the Valvolene Oil Logs being completed and signed?<br>(note date of last signed delivery)

  Yes

  No

  N/A

• 1.2.5 Tools and Consumables being cleared out of system monthly

  Yes

  No

  N/A

• 1.2.1 File and/or spread sheet in place for credit returned invoices

  Yes

  No

  N/A

1.3 Meetings

• 1.3.1 A minimum of 1 tool box meeting for the month has been held and minutes taken (sight minutes)

  Yes

  No

  N/A

• 1.3.2 Review content at Toolbox meeting including Financials, NPS, Hazard/Risk discussions

  Yes

  No

  N/A

• 1.3.3 Does the H&S Rep and Manager meet on a monthly basis to discuss safety issues. Check for evidence

  Yes

  No

  N/A

1.4 Staff

• 1.4.1 Performance Planning for all staff are up to date in Servo

  Yes

  No

  N/A

• 1.4.2 Equipment assessments are in individual staff files

  Yes

  No

  N/A

• 1.4.3 At least one staff member nominated for either EOQ, Safety or Good-on-Ya Recognition

  Yes

  No

  N/A

• 1.4.4 Succession planning in place for Tech, TL, SA, SM

  Yes

  No

  N/A

• 1.4.5 All new Auto Services Employees have received training in individual role spec as part of their induction. Check New Starter Induction Booklet (SM signs this off)

  Yes

  No

  N/A

1.5 Reporting

• 1.5.1 Is the Technicians sold hours report displayed weekly

  Yes

  No

  N/A

• 1.5.2 Is the daily KPI report being reviewed by the CLT daily

  Yes

  No

  N/A

• 1.5.3 Are the timesheets updated daily and correct

  Yes

  No

  N/A

• 1.5.4 Monthly results shared with Team at toolbox meetings and KPI report displayed on notice board

  Yes

  No

  N/A

1.6 General

• 1.6.1 Outstanding Debtors report reviewed daily - Are there any invoices on debtor listing older than 1 day for vehicles that are not at the centre

  Yes

  No

  N/A

• 1.6.2 Work in Progress Report reviewed weekly - Are all vehicles with open RO's at centre. (Check off vehicles at centre to open RO's)

  Yes

  No

  N/A

Compliance

• 2.1 Is the a ratio of 3:1 for Technicians in compliance with MVRI Licence

  Yes

  No

  N/A

• 2.2 Are all Ticket items up to date (Confirm with Phil Higgins)

  Yes

  No

  N/A

• 2.3 Is the MRB number visible from the Roadside (or car park as a minimum for locations without clear street frontage)

  Yes

  No

  N/A

• 2.4 Are the Licence certificates on display Motor Vehicle Repairers Act 2003

  Yes

  No

  N/A

• 2.5 Has each technician has been trained and assessed on each piece of equipment that they are required to use (check assessment packs)<br>RAC Auto Services Policy

  Yes

  No

  N/A

• 2.6 Check that ALL STAFF Drivers licences are valid (to be checked every 3 months) Road Traffic Act 1974

  Yes

  No

  N/A

• 2.7 Are all repair works undertaken limited to those classes of works as detailed on the RAC Repair Business Licence <br>Motor Vehicle Repairers Act 2003

  Yes

  No

  N/A

• 2.8 Are all price representations made for products offered are for the total price of the product. (check 10 random invoices)<br>Australian Consumer Law

  Yes

  No

  N/A

• 2.9 Are waste materials that are stored in approved storage containers within dedicated areas<br>Environmental Protection Act 1986 WA

  Yes

  No

  N/A

• 2.10 Signage is in place in all locations with surveillances cameras advising of such. All cameras are in good working condition<br>Surveillances Devices Act 1998

  Yes

  No

  N/A

• 2.11 Are members personal details filed in a manner that they are not disclosed to anyone outside the RAC <br>Privacy Act 1988

  Yes

  No

  N/A

• 2.12 Are all electronic messages sent to customers of a commercial nature (check centre template)<br>SPAM Act 2003

  Yes

  No

  N/A

• 2.13 Is the Manager aware of the RAC Fraud Policy and has its obligations been communicated to all team members (Ask manager to locate Fraud Policy )

  Yes

  No

  N/A

3.1 General

• 3.1.1 Monthly Toolbox Meeting held and minutes updated in OSH Drive

  Yes

  No

  N/A

• 3.1.2 Monthly Centre Safety Inspection performed with outcomes updated in OSH Drive

  Yes

  No

  N/A

• 3.1.3 Evacuation Drills performed bi-annually and recorded in OSH Drive

  Yes

  No

  N/A

• 3.1.4 Current Hazard Register on safety board and reviewed and at toolbox meeting

  Yes

  No

  N/A

• 3.1.5 Has their been 100% attendance at the HSE meetings for this centre by the H&S Rep with the SM attending in their absence.

  Yes

  No

  N/A

• 3.1.6 Has the Service Manager reviewed the H&S Action List and closed out Action Items from the last month.

  Yes

  No

  N/A

3.2 Workshop Equipment

• 3.2.1 All hoists have a daily prestart inspection with log book in place and up to date

  Yes

  No

  N/A

• 3.2.2 All equipment maintenance/service schedules are up to date (check registers/logs)

  Yes

  No

  N/A

• 3.2.3 All electrical equipment is tagged and register in place for monitoring

  Yes

  No

  N/A

3.3 Injury Management

• 3.3.2 Is the injury management flowchart visible (flowchart should be located next to first aid kits)

  Yes

  No

  N/A

• 3.3.3 Are incident/accident reports being reported through the Incident Reporting System and added to H&S Action List.

  Yes

  No

  N/A

• 3.3.4 Are actions in place for all incidents/accidents/near misses, and being closed out in an acceptable timeframe.

  Yes

  No

  N/A

• 3.3.1 Are the injury management packs in place (sight procedures)

  Yes

  No

  N/A

3.4 Inspections

• 3.4.1 Has the Service Manager carried out at least one site inspection over the last 3 months with the OSH rep

  Yes

  No

  N/A

4.1 Evacuation

• 4.1.1 Emergency evacuation procedures in place and known

  Yes

  No

  N/A

• 4.1.2 Evacuation siren in place, mounted and tested (test)

  Yes

  No

  N/A

• 4.1.3 Ask 2 staff members regarding site evacuation, procedure and muster points (are they well informed & understand procedures)

  Yes

  No

  N/A

4.2 Centre Inspection

• 4.2.2 Are all staff demonstrating Safe Working Behaviours in the workplace. (Observe Workshop)

  Yes

  No

  N/A

• 4.2.1 Are workplace inspections being carried out monthly (check completed inspection forms)

  Yes

  No

  N/A

4.3 PPE

• 4.3.1 Are all staff wearing appropriate PPE while carrying out work

  Yes

  No

  N/A

• 4.3.2 2. Is there sufficient replacement PPE in the store (check PPE in store)

  Yes

  No

  N/A

4.4 Health and Safety Policy

• 4.4.1 Is the RAC's Health & Safety policy displayed in the following:<br><br>1. Customer waiting area<br>2. Lunchroom

  Yes

  No

  N/A

4.5 Health and Safety Plan

• 4.5.1 Is there a Safety Plan in place

  Yes

  No

  N/A

• 4.5.2 Is the plan up to date and reviewed in consultation with team members (Note review date)

  Yes

  No

  N/A

• 4.5.3 Has additional actions been developed since last audit (note additional actions)

  Yes

  No

  N/A

4.6 Contractors

• 4.6.1 Are contractors being signed in on the Visitors Register

  Yes

  No

  N/A

• 4.6.2 Are all contractors completing a safe start prior to entering the centre and being notified of known hazards at the centre

  Yes

  No

  N/A

• 4.6.3 Are all contractors wearing the correct PPE before entry into the centre

  Yes

  No

  N/A

4.7 Environment

• 4.7.1 Has the separator been cleaned weekly as per the Separator Maintenance Program

  Yes

  No

  N/A

• 4.7.2 Has the weekly maintenance register been signed off by the Team Leader

  Yes

  No

  N/A

• 4.7.3 Is the separator given a full service and the water pits cleaned out at least once every 6 months - by Systems Maintenance (note last entry from Separator Water Pit Register )

  Yes

  No

  N/A

• 4.7.4 Is there a receipt for the 6 monthly separator service & pit clean out (note the date on the receipt)

  Yes

  No

  N/A

• 4.7.5 Is the separator operative

  Yes

  No

  N/A

5.1 Hazardous Substances

• 5.1.1 Is there a register in place for all hazardous substances

  Yes

  No

  N/A

• 5.1.2 Has a risk assessment been completed for all hazardous & dangerous substances stored and used at the workplace (check documentation)

  Yes

  No

  N/A

• 5.1.3 Are controls in place when purchasing hazardous substances

  Yes

  No

  N/A

• 5.1.4 Are all hazardous substances labelled

  Yes

  No

  N/A

• 5.1.5 There are no hazardous substances in the workshop that have not been assessed and an SDS available (Note substances)

  Yes

  No

  N/A

5.2 Storage

• 5.2.1 Are the waste fuel drum/s sealed, labelled and situated a minimum of 3 metres from any ignition source

  Yes

  No

  N/A

• 5.2.2 Are the corrosive liquids stored at least 5 metres away from flammable liquids

  Yes

  No

  N/A

• 5.2.3 Are the flammable liquids stored at least 3 metres away from any ignition source; and are lids in place; and a sign in place for their location

  Yes

  No

  N/A

• 5.2.4 Does the workshop comply with any hazardous substances in the workplace that have not been authorised to purchase

  Yes

  No

  N/A

5.3 Information Training and Instruction

• 5.3.1 Is there an SDS for each hazardous substance printed in file and is the SDS current (< 5 years old)?

  Yes

  No

  N/A

• 5.3.2 Has every technician using each product had appropriate training and instruction

  Yes

  No

  N/A

• 5.3.3 Are all containers that contain hazardous materials and chemicals clearly labelled with details of contents

  Yes

  No

  N/A

6.1 NPS and Member experience blueprint

• 6.1.1 Improvement of NPS score from previous quarter to current quarter <br>NPS result is =/> than 10% from previous quarter?

  Yes

  No

  N/A

• 6.1.2 NPS Action Plan outcomes completed every month

  Yes

  No

  N/A

• 6.1.3 NPS score and action plan discussed with each staff member and minuted at every toolbox meeting (Check meeting minutes)

  Yes

  No

  N/A

• 6.1.4 Demonstration of a new initiative trialed with actions and outcomes documented. ( Note new initiative)

  Yes

  No

  N/A

• 6.1.5 Audit of three staff members selected at random to demonstrate knowledge and understanding of NPS Score and Centre NPS Action Plan content.

  Yes

  No

  N/A

• 6.1.6 80% vehicles, 100% of Apprentice/policy/rework vehicles being quality control checked by TL with the RO stamped for evidence of performance of this.

  Yes

  No

  N/A

• 6.1.7 Quotes for additional works are to be recorded on Repair Orders with time & date and comments, authorised and captured on Invoice

  Yes

  No

  N/A

• 6.1.8 Current NPS and Verbatim Feedback results are discussed with each individual to highlight ways to positively influence NPS. (Random questioning of staff member)

  Yes

  No

  N/A

• 6.1.9 NPS action plan updated and saved in site managers drive

  Yes

  No

  N/A

• 6.1.10 NPS Action Plan to be in place at centres aligning with trending Verbatim Feedback.

  Yes

  No

  N/A

• 6.1.11 Check email address collection as well as valid vs non valid on email report

  Yes

  No

  N/A

7.1 Exterior image and condition

• 7.1.1 Are the garden areas free of weeds & rubbish

  Yes

  No

  N/A

• 7.1.2 Are the nature strips and neighbours footpaths clear of litter

  Yes

  No

  N/A

• 7.1.3 Is the spanner clean, free of cobwebs and graffiti

  Yes

  No

  N/A

• 7.1.4 Is the fascia, eves and promotional signage clean and free of cobwebs

  Yes

  No

  N/A

• 7.1.5 Is the front door mat clean

  Yes

  No

  N/A

• 7.1.6 Are all exterior surfaces of windows and window ledges clean of dirty marks

  Yes

  No

  N/A

• 7.1.7 Does the front door have easy access for customers

  Yes

  No

  N/A

• 7.1.8 Are "No Entry " and speed limit signs to workshop present, clean and visible

  Yes

  No

  N/A

• 7.1.9 Does the workshop appear free of clutter

  Yes

  No

  N/A

7.2 Car Park

• 7.2.1 Is the car park free of any oil spills

  Yes

  No

  N/A

• 7.2.2 Is the car park free of any trip hazards

  Yes

  No

  N/A

• 7.2.3 Is the car park free of potholes

  Yes

  No

  N/A

• 7.2.4 Is there appropriate signage and line marking

  Yes

  No

  N/A

• 7.2.5 Is the car park free of any weeds and/or rubbish

  Yes

  No

  N/A

7.3 Customer waiting area

• 7.3.1 Is the floor clean and presentable

  Yes

  No

  N/A

• 7.3.2 Are the walls free of marks and stains

  Yes

  No

  N/A

• 7.3.3 Are the windows and glass areas clean of marks

  Yes

  No

  N/A

• 7.3.4 Do the customers toilets have soap, toilet paper, clean and smell fresh

  Yes

  No

  N/A

• 7.3.5 Is the customer counter free of clutter and dirty hand marks

  Yes

  No

  N/A

• 7.3.6 Is there sufficient & current dated reading material in the customer waiting area

  Yes

  No

  N/A

• 7.3.7 Is the Television operative and in tune

  Yes

  No

  N/A

• 7.3.8 Are the lounges clean and free of clutter

  Yes

  No

  N/A

• 7.3.9 Is the information brochure rack clean and stocked with sufficient stock

  Yes

  No

  N/A

• 7.3.10 Are the tea/coffee/refreshment facilities clean and well stocked

  Yes

  No

  N/A

7.4 Customer counter area

• 7.4.1 Is the Auto Services sign clean

  Yes

  No

  N/A

• 7.4.2 Is the counter free of clutter

  Yes

  No

  N/A

• 7.4.3 Are the computers in a clean and presentable state

  Yes

  No

  N/A

• 7.4.4 Are business cards and Service Promise displayed on the counter

  Yes

  No

  N/A

• 7.4.5 Is the MRB license on display

  Yes

  No

  N/A

• 7.4.6 Are the RO' and Invoices filed appropriately

  Yes

  No

  N/A

• 7.4.7 Is the counter fascia clean and free of dirty marks

  Yes

  No

  N/A

• 7.4.8 Is the counter work area in an organised state that reflects professionalism to the customer

  Yes

  No

  N/A

• 7.4.9 Are the bins in a presentable state and not overflowing with rubbish

  Yes

  No

  N/A

7.5 Back Office Area

• 7.5.1 Are the benches and cupboard doors free of dirty hand marks and the bench tops free of parts and rubbish

  Yes

  No

  N/A

• 7.5.2 Is the floor clean and free of clutter

  Yes

  No

  N/A

• 7.5.3 Are invoices and repair orders in the designated areas

  Yes

  No

  N/A

• 7.5.4 Are the suppliers invoices in the appropriate location

  Yes

  No

  N/A

• 7.5.5 Are the computers clean and in a presentable state

  Yes

  No

  N/A

• 7.5.6 Are all of the entry/exit doors free of dirty hand marks and signed

  Yes

  No

  N/A

• 7.6.7 Are all of the shelves free of dirt, dust and clutter

  Yes

  No

  N/A

• 7.7.8 Are the parts books and files in order and organized

  Yes

  No

  N/A

• 7.7.9 Is the managers desk free of clutter

  Yes

  No

  N/A

• 7.7.10 Are the parts shelves organized and free of clutte

  Yes

  No

  N/A

7.6 Workshop

• 7.6.1 Are the floors free of clutter (old parts, tools, equipment etc.) and free of oil/coolant spills

  Yes

  No

  N/A

• 7.6.2 Are the work benches clean and free of clutter

  Yes

  No

  N/A

• 7.6.3 Are all of the hoists free of dirty hand marks

  Yes

  No

  N/A

• 7.6.4 Are the rubbish bins in a clean state and not overflowing with rubbish

  Yes

  No

  N/A

• 7.6.5 Is the wash basin and wash area clean

  Yes

  No

  N/A

• 7.6.6. Do the workshop toilets have soap, toilet paper, clean and smell fresh

  Safe

  At Risk

  N/A

• 7.6.7 Is the oil storage area clean and free of oil spillages

  Yes

  No

  N/A

• 7.6.8 Is all equipment not being used stored in the appropriate area

  Yes

  No

  N/A

• 7.6.9 Is the heavy equipment clean (brake lathes, press, jacks, flushing equipment etc.)

  Yes

  No

  N/A

• 7.6.10 Are the oil dispensers clean

  Yes

  No

  N/A

7.7 Wash bay

• 7.7.1 Are the walls free of dirty hand marks

  Yes

  No

  N/A

• 7.7.2 Are the rubbish bins in a clean state and not overflowing with rubbish

  Yes

  No

  N/A

• 7.7.3 Are the liquid cleaning products organized

  Yes

  No

  N/A

• 7.7.4 Is the floor free of grease and oil and clutter

  Yes

  No

  N/A

• 7.7.5 Is the cleaning equipment in a clean state

  Yes

  No

  N/A

• 7.7.6 Is the oil separator easy accessible and free of clutter

  Yes

  No

  N/A

• 7.7.7 Is the industrial waste permit on display

  Yes

  No

  N/A

• 7.7.8 Are the products marked

  Yes

  No

  N/A

• 7.7.9 Is the operator using PPE

  Yes

  No

  N/A

• 7.7.10 Are the filters in the separator clean

  Yes

  No

  N/A

• 7.7.11 Is the separator pump in good working order

  Yes

  No

  N/A

• 7.7.12 Is the wash bay free from electrical hazards

  Yes

  No

  N/A

7.8 Kitchen

• 7.8.1 Is the sink and bench top clean and free of clutter

  Yes

  No

  N/A

• 7.8.2 Are the kitchen cupboards and kitchen table clean

  Yes

  No

  N/A

• 7.8.3 Is the microwave clean, inside and outside

  Yes

  No

  N/A

• 7.8.4 Is the fridge clean and free of old food

  Yes

  No

  N/A

• 7.8.5 Are the rubbish bins in a clean state and not overflowing with rubbish

  Yes

  No

  N/A

• 7.8.6 Is the jug/hot water dispenser clean

  Yes

  No

  N/A

• 7.8.7 Is the sandwich maker clean

  Yes

  No

  N/A

• 7.8.8 Are the walls free of dirty hand marks

  Yes

  No

  N/A

• 7.8.9 Are the tea/coffee facilities well stocked

  Yes

  No

  N/A

• 7.8.10 Is the floor free from clutter

  Yes

  No

  N/A

7.9 Staff Uniform

• 7.9.1 Are all office staff wearing RAC issue uniform

  Yes

  No

  N/A

• 7.9.2 Are the Service Advisors wearing a name badge

  Yes

  No

  N/A

• 7.9.3 Are the Service Advisors wearing safety shoes

  Yes

  No

  N/A

• 7.9.4 Are the Service Advisors well presented and groomed

  Yes

  No

  N/A

• 7.9.5 Are all technicians wearing PPE

  Yes

  No

  N/A

• 7.9.6 Is the Car Detailer wearing PPE

  Yes

  No

  N/A

• 7.9.7 Are all technicians wearing RAC issue uniform

  Yes

  No

  N/A

• 7.9.8 Is the Car Detailer wearing RAC issue uniform

  Yes

  No

  N/A

• 7.9.9 Are all the of the staffs uniforms in good condition:<br>Ripped or torn<br>Have any offensive or obscene wording <br>Worn In a way that is revealing

  Yes

  No

  N/A

7.10 Site Vehicle

• 7.10.1 Is the site vehicle clean and presentable (external and internal)

  Yes

  No

  N/A

• 7.10.2 Is the cabin free of any unpleasant odours

  Yes

  No

  N/A

• 7.10.3 Is the site vehicle free of any dents and/or scratches excepting wear and tear

  Yes

  No

  N/A

• 7.10.4 Are the windows clean inside and out

  Yes

  No

  N/A

• 7.10,5 Is the service schedule up to date

  Yes

  No

  N/A