• Audit Title

  • Client / Site

  • Conducted on

  • Prepared by

  • Location
  • Personnel

1. Management Commitment

1.1 Repair Orders

  • 1.1.1 Repair Orders Filed weekly and in order

  • 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.

  • 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)

  • 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)

1.2 Parts

  • 1.2.2 Supplier invoices are signed and authorised

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

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

  • 1.2.5 Tools and Consumables being cleared out of system monthly

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

1.3 Meetings

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

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

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

1.4 Staff

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

  • 1.4.2 Equipment assessments are in individual staff files

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

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

  • 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)

1.5 Reporting

  • 1.5.1 Is the Technicians sold hours report displayed weekly

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

  • 1.5.3 Are the timesheets updated daily and correct

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

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

  • 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)

2. Centre Compliance


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

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

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

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

  • 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

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

  • 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

  • 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

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

  • 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

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

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

  • 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 )

3. Safety Commitment

3.1 General

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

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

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

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

  • 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.

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

3.2 Workshop Equipment

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

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

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

3.3 Injury Management

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

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

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

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

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

4. Health and Safety Procedures

4.1 Evacuation

  • 4.1.1 Emergency evacuation procedures in place and known

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

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

4.2 Centre Inspection

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

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

4.3 PPE

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

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

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

4.5 Health and Safety Plan

  • 4.5.1 Is there a Safety Plan in place

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

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

4.6 Contractors

  • 4.6.1 Are contractors being signed in on the Visitors Register

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

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

4.7 Environment

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

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

  • 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 )

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

  • 4.7.5 Is the separator operative

5. Chemical Management

5.1 Hazardous Substances

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

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

  • 5.1.3 Are controls in place when purchasing hazardous substances

  • 5.1.4 Are all hazardous substances labelled

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

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

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

  • 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

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

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)?

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

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

6. NPS and Member

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?

  • 6.1.2 NPS Action Plan outcomes completed every month

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

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

  • 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.

  • 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.

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

  • 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)

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

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

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

7. Exterior Image

7.1 Exterior image and condition

  • 7.1.1 Are the garden areas free of weeds & rubbish

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

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

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

  • 7.1.5 Is the front door mat clean

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

  • 7.1.7 Does the front door have easy access for customers

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

  • 7.1.9 Does the workshop appear free of clutter

7.2 Car Park

7.2 Car Park

  • 7.2.1 Is the car park free of any oil spills

  • 7.2.2 Is the car park free of any trip hazards

  • 7.2.3 Is the car park free of potholes

  • 7.2.4 Is there appropriate signage and line marking

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

7.3 Customer waiting area

7.3 Customer waiting area

  • 7.3.1 Is the floor clean and presentable

  • 7.3.2 Are the walls free of marks and stains

  • 7.3.3 Are the windows and glass areas clean of marks

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

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

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

  • 7.3.7 Is the Television operative and in tune

  • 7.3.8 Are the lounges clean and free of clutter

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

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

7.4 Customer counter area

7.4 Customer counter area

  • 7.4.1 Is the Auto Services sign clean

  • 7.4.2 Is the counter free of clutter

  • 7.4.3 Are the computers in a clean and presentable state

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

  • 7.4.5 Is the MRB license on display

  • 7.4.6 Are the RO' and Invoices filed appropriately

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

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

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

7.5 Back Office Area

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

  • 7.5.2 Is the floor clean and free of clutter

  • 7.5.3 Are invoices and repair orders in the designated areas

  • 7.5.4 Are the suppliers invoices in the appropriate location

  • 7.5.5 Are the computers clean and in a presentable state

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

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

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

  • 7.7.9 Is the managers desk free of clutter

  • 7.7.10 Are the parts shelves organized and free of clutte

7.6 Workshop

7.6 Workshop

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

  • 7.6.2 Are the work benches clean and free of clutter

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

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

  • 7.6.5 Is the wash basin and wash area clean

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

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

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

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

  • 7.6.10 Are the oil dispensers clean

7.7 Wash bay

7.7 Wash bay

  • 7.7.1 Are the walls free of dirty hand marks

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

  • 7.7.3 Are the liquid cleaning products organized

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

  • 7.7.5 Is the cleaning equipment in a clean state

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

  • 7.7.7 Is the industrial waste permit on display

  • 7.7.8 Are the products marked

  • 7.7.9 Is the operator using PPE

  • 7.7.10 Are the filters in the separator clean

  • 7.7.11 Is the separator pump in good working order

  • 7.7.12 Is the wash bay free from electrical hazards

7.8 Kitchen

7.8 Kitchen

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

  • 7.8.2 Are the kitchen cupboards and kitchen table clean

  • 7.8.3 Is the microwave clean, inside and outside

  • 7.8.4 Is the fridge clean and free of old food

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

  • 7.8.6 Is the jug/hot water dispenser clean

  • 7.8.7 Is the sandwich maker clean

  • 7.8.8 Are the walls free of dirty hand marks

  • 7.8.9 Are the tea/coffee facilities well stocked

  • 7.8.10 Is the floor free from clutter

7.9 Staff Uniform

7.9 Staff Uniform

  • 7.9.1 Are all office staff wearing RAC issue uniform

  • 7.9.2 Are the Service Advisors wearing a name badge

  • 7.9.3 Are the Service Advisors wearing safety shoes

  • 7.9.4 Are the Service Advisors well presented and groomed

  • 7.9.5 Are all technicians wearing PPE

  • 7.9.6 Is the Car Detailer wearing PPE

  • 7.9.7 Are all technicians wearing RAC issue uniform

  • 7.9.8 Is the Car Detailer wearing RAC issue uniform

  • 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

7.10 Site Vehicle

7.10 Site Vehicle

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

  • 7.10.2 Is the cabin free of any unpleasant odours

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

  • 7.10.4 Are the windows clean inside and out

  • 7.10,5 Is the service schedule up to date

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