Bob Jane T-Mart - Quarterly Operational Audit Copy

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

• Review the Stores Profit and Loss reports prior to the visit

• Review store sales to budget for the month, previous quarter vs. last year

• Review agreed actions from previous visits and completion

• Prepare store specific information to be discussed

• Make note of any service milestones, achievements or other items you would like to recognise/praise the store team

• Review the Stores Profit and Loss Reports prior to the visit

• Is store performing positivel financially compared to budget and vs. last year<br>Sales<br><br>

  Yes

  No

• Is the stores gross profit above budget and last year<br>Gross Profit %<br><br>

  Yes

  No

• Is the stores showing an operating and net profit for the month and year to date<br>If not why not ? <br>Store goal should be 10%

  Yes

  No

• Are the stores tyre sales above budget and last year<br>Tyre sales $ %<br>

  Yes

  No

• Are the stores wheel sales above budget and last year<br>Wheel sales $ %<br>

  Yes

  No

• Is the store COD compliant and maintains daily payments to reduce COD throughout the month<br>What is the dollar value of the Number 1 Account $ value<br>

  Yes

  No

• Is the debtors balance in 90 days, if so what are the balances<br>What is the dollar value of the debtors $ Owed

  Yes

  No

• Is the creditors balance in 90 days, if so what is the balance<br>What is the dollar value of the creditors $ Owed

  Yes

  No

• Is the Labour % to Sales in line which best practice of 12% to 14%

  Yes

  No

• Are the variable costs of the store in line with percentage and are there identify any opportunities <br>(Best practice 6% of sales)

  Yes

  No

• Is the store carrying minimum of 3 weeks stock cover to meet sales demands <br>What is the current inventory dollar value

  Yes

  No

• Is the store OSP over 5%<br>Review OSPs for last month and quarter and identify what they are buying from outside suppliers and how they can change this buying trend

  Yes

  No

• Is obsolete stock over 3 months more than 15%

  Yes

  No

• Is the Wheel alignment ratio better than 3 to 1

  Yes

  No

• Did the store complete a stock take in the last month or quarter<br>What was the stocktake variance

  Yes

  No

• Is store showing a presence in the market they serve. Displays at front of store of Tyres, Wheels and Tyre packages. Strong use of flags and point of sale.<br>All displays must tell a story and are a mandatory requirement<br>(Standard is to have stack of 3 tyres then 1<br>wheel & Tyre fitted up with a price point<br>including what vehicle it suits)

  Yes

  No

• Car park and gardens clear of rubbish and well maintained

  Yes

  No

• Store signage, fascia's, walls free of cobwebs and dirt and grime

  Yes

  No

• Pylon Sign clean and in good order, no vandalism or graffitti

  Yes

  No

• External paint work in good condition, not faded and no vandalism/graffiti on walls fences etc<br>Pull down all roller doors to ensure they are clean and painted.

  Yes

  No

• Windows and glass clean and no unauthorised signage cluttering the view into the store

  Yes

  No

• Does the workshop look presentable from the outside looking in. Language, music at appropriate level and team members working productively

  Yes

  No

• Is the car park line marked and car park lines clearly visible

  Yes

  No

• Staff cars parked in designated areas not taking up customer carparks

  Yes

  No

• Front doors open providing a welcoming entrance ( Weather permitting)

  Yes

  No

• Tyre casings/old steel wheels stacked neatly and in designated lock up areas

  Yes

  No

• Is the Company vehicle clean, well maintained and free from any damage

  Yes

  No

• Does the store give you a positive vibe and a feeling of a professional retail environment ?

  Yes

  No

• Does the store follow the Bob Jane customer service standards<br>(Warm Welcome, acknowledge all customers while they are waiting , walk to the vehicle)

  Yes

  No

• Interior walls, skirting boards, doors clean and dust free

  Yes

  No

• Are the floors Clean and mopped regularly, carpets vacuumed

  Yes

  No

• Are all waste bins clean,emptied regularly and out of site

  Yes

  No

• Glass and windows internally clean

  Yes

  No

• Air-conditioning and heating working creating a comfortable in store environment

  Yes

  No

• Are all displays of wheels and tyres in accordance to company standards

  Yes

  No

• Is the store displaying any OSP's in the showroom

  Yes

  No

• Are all store rooms and storage areas clean, safe and tidy free of rubbish

  Yes

  No

• Are the phones and the customer counter manned at all times

  Yes

  No

• Customer Service counter is clean tidy and clutter free. No supplier promotional material is to be promoted off the counter

  Yes

  No

• All computer equipment monitors keyboards and desk equipment is to clean and dust free ,

  Yes

  No

• Bob Jane promotional services material to be displaced near counter for reference

  Yes

  No

• Job cards completed with all customer details and staff/customer authorisation signatures entered

  Yes

  No

• Are call logs being used correctly and planner must be used for all enquires to assist with follow up

  Yes

  No

• Is the Planner used to book in all customer calls and bookings <br><br>

  Yes

  No

• By the end of the trading day are all outstanding calls not booked in called back <br>

  Yes

  No

• Is all customer information being correctly collected for Autotracker<br>( minimum requirement is 90% compliance)

  Yes

  No

• Customer waiting area clean and has sufficient seating available for customers

  Yes

  No

• No smoking signage displayed at the entry

  Yes

  No

• Daily newspapers and reading material available(must cater for female and male customers)

  Yes

  No

• Coffee, tea and milk provided. Coffee machine clean and filled daily and fresh milk in the bar fridge<br>Coffee machine and water cooler must be the approved Bob Jane standard as per our REID specifications

  Yes

  No

• Water cooler full with fresh water and disposal cups are available

  Yes

  No

• Customer television working at all times and sound set at an appropriate level

  Yes

  No

• Customer toilets are clean, mopped regularly, deodorised and lock on doors working. <br>Sanitary bin, deodoriser and toilet brush in toilets

  Yes

  No

• Is the Franchisee/Store Manager checking the toilets at regular intervals during the day

  Yes

  No

• Is the current advertising campaign/catalogue supported and POS signage prominently displayed

  Yes

  No

• Is there any non approved promotional material displayed. <br>All walls/counters must be free of unauthorised advertising or promotional material other than ADS approved.<br>

  Yes

  No

• Is all the wall signage displayed in authorised frames, no posters on walls

  Yes

  No

• Approved Bob Jane stationary in use at all times. e.g. Business cards etc

  Yes

  No

• Is the approved on hold T-Mart phone message played

  Yes

  No

• Is the Bob Jane TV running in store. All local information is up to date e.g. Team Member names, trading hours <br>

  Yes

  No

• Franchisee/Store manager ,sales and workshop staff wearing current clean and maintained Bob Jane uniforms inclusive of safety footwear/ boots

  Yes

  No

• Are name badges worn by all selling staff

  Yes

  No

• All staff to be well groomed, males shaven, uniforms clean and minimal jewellery. Any piercings covered up during work hours

  Yes

  No

• Are all the team members courteous and using professional language

  Yes

  No

• Is there a provision on the stores balance for annual/ sick / long service leave.<br>Please review staff turnover/absenteeism/annual leave numbers. (Leave liability 6 weeks maximum)<br>

  Yes

  No

• Are team members attending training courses provided by the Bob Jane corporation <br>Minimum standards: Sales staff attending phone and sales training. Work shop to complete all safety and online training courses.

  Yes

  No

• Are there any training requirements for the store Document all training needs for the store team and forward to training and development manager

• Is the workshop clean, tidy and well organised <br><br>

  Yes

  No

• Are the workshop floors free of unnecessary items<br>

  Yes

  No

• Are car seat covers, floor matts, being used ?<br>Are finished cars being bagged and tagged?

  Yes

  No

• Is the use of mobile phones or staff smoking in the workshop evident

  Yes

  No

• Rubbish bins in place and emptied regularly

  Yes

  No

• Are all ramps/wheel alignment ramps stops clean and tidy,covers/rubber blocks in place

  Yes

  No

• All Hoists and Jacks have current service log, load rated sticker and inspection certificate in store available

  Yes

  No

• Tyre Changer in good working order, clean and well maintained

  Yes

  No

• Balance machine clean and tidy and all weights full and in correct locations

  Yes

  No

• All equipment to a good work standard and less than 5 years of age<br>(Must be Bob Jane approved equipment)

  Yes

  No

• Torque wrench 300nm and settings available and used on all vehicles

  Yes

  No

• Are all wheel nuts being torqued manually ?

  Yes

  No

• Is the approved Nitrogen filling station being utilised and all bottles secured <br>Confirm when was last calibration conducted

  Yes

  No

• All tyre stock has been put away promptly<br>Are Tyres in racks stored by brand with labels facing out

  Yes

  No

• Are all team members using PPE as required in designated work areas<br>Is there adequate supply of PPE stocks available

  Yes

  No

• Lunchroom clean, floors ,walls, ceilings and lighting operational<br>(Heating and cooling provided)

  Yes

  No

• Microwave and Fridge Clean

  Yes

  No

• Sink,Bench tops, Kitchen table clean and clutter free (all plates, cups cutlery put away)

  Yes

  No

• Toilets clean and stocked

  Yes

  No

• Rubbish bins emptied on a regular basis

  Yes

  No

• Your Call Poster and Safety Posters displayed in the office and staff amenities/Lunchroom

  Yes

  No

• Have all teams members completed the WHS induction program and certification is current <br>

  Yes

  No

• Emergency evacuation plan documented and displayed. All team members trained and fully aware of the stores evacuation points. <br>(Ask 3 team members of where the evacuation points are in the store and report result)

  Yes

  No

• If the store has had any injuries or LTI's since last review, are they being managed correctly with measures in place to prevent injuries occurring. (Logged on WHS website)

  Yes

  No

• Team members are wearing designated PPE in their work areas in accordance to the role requirements

  Yes

  No

• First Aid Officer on site and current certificate on file

  Yes

  No

• Is there a fire warden on site? Has a fire drill been conducted and documented within he last 6 months?

  Yes

  No

• Regular Toolbox meetings occurring monthly<br>When was the last one conducted <br>Review minute/notes of last 2 tool box meetings and provide comments

  Yes

  No

• Review the quarterly customer feedback for the store. Has a minimum of 80% on average been achieved?<br>Discuss positives and opportunities.<br>Compliments-<br>Complaints-<br>What are the common issues identified ?

  Yes

  No

• Review the quarterly mystery shoping. Has a minimum of 80% on average been achieved?<br>

  Yes

  No

• Listen to the mystery shopper calls with the Franchisee/ Company Store Manager/ team member and develop action for improvement

  Yes

  No

Franchisee required actions:

• Add a required action

Action Point

• Please outline action required

• Please give due date for action:

  Date

• Please provide a summary of T-Mart visit:

• Next Planned Visit

  Date