Information
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Document No.
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Audit Title
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Client / Site
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Conducted on
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Prepared by
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Location
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Personnel
Preparation Prior to the Store Visit
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Review the Stores Profit and Loss reports prior to the visit
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Review store sales to budget for the month, previous quarter vs. last year
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Review agreed actions from previous visits and completion
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Prepare store specific information to be discussed
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Make note of any service milestones, achievements or other items you would like to recognise/praise the store team
Financial Review
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Review the Stores Profit and Loss Reports prior to the visit
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Is the store sales above budget and vs. last year.<br><br><br>
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Is the stores gross profit dollars above last year.<br><br><br>
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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%
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Are the stores tyre sales above budget and last year<br>Tyre sales $ %<br>
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Are the stores wheel sales above budget and last year<br>Wheel sales $ %<br>
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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>
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Is the debtors balance in 90 days, if so what are the balances<br>What is the dollar value of the debtors $ Owed
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Is the creditors balance in 90 days, if so what is the balance<br>What is the dollar value of the creditors $ Owed
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Is the Labour % to Sales in line which best practice of 12% to 14%
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Are the variable costs of the store in line with percentage and are there identify any opportunities <br>(Best practice 6% of sales)
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Is the store carrying minimum of 3 weeks stock cover to meet sales demands <br>What is the current inventory dollar value
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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
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Is obsolete stock over 3 months more than 15%
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Is the Wheel alignment ratio better than 3 to 1
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Did the store complete a stock take in the last month or quarter<br>What was the stocktake variance
Front of Store (First Fifty Metres)
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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)
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Car park and gardens clear of rubbish and well maintained
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Store signage, fascia's, walls free of cobwebs and dirt and grime
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Pylon Sign clean and in good order, no vandalism or graffitti
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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.
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Windows and glass clean and no unauthorised signage cluttering the view into the store
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Does the workshop look presentable from the outside looking in. Language, music at appropriate level and team members working productively
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Is the car park line marked and car park lines clearly visible
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Staff cars parked in designated areas not taking up customer carparks
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Front doors open providing a welcoming entrance ( Weather permitting)
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Tyre casings/old steel wheels stacked neatly and in designated lock up areas
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Is the Company vehicle clean, well maintained and free from any damage
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Does the company vehicle have approved wheels and tyres fitted.
Showroom/Reception Areas
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Does the store give you a positive vibe and a feeling of a professional retail environment ?
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Does the store follow the Bob Jane customer service standards<br>(Warm Welcome, acknowledge all customers while they are waiting , walk to the vehicle)
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Interior walls, skirting boards, doors clean and dust free
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Are the floors Clean and mopped regularly, carpets vacuumed
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Are all waste bins clean,emptied regularly and out of site
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Glass and windows internally clean
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Air-conditioning and heating working creating a comfortable in store environment
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Are all displays of wheels and tyres in accordance to company standards
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Is the store displaying any OSP's in the showroom
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Are all store rooms and storage areas clean, safe and tidy free of rubbish
Customer Service Counter
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Are the phones and the customer counter manned at all times
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Customer Service counter is clean tidy and clutter free. No supplier promotional material is to be promoted off the counter
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All computer equipment monitors keyboards and desk equipment is to clean and dust free ,
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Bob Jane promotional services material to be displaced near counter for reference
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Job cards completed with all customer details and staff/customer authorisation signatures entered
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Are call logs being used correctly and planner must be used for all enquires to assist with follow up
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Is the Planner used to book in all customer calls and bookings <br><br>
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By the end of the trading day are all outstanding calls not booked in called back <br>
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Is all customer information being correctly collected for Autotracker<br>( minimum requirement is 90% compliance)
Customer Lounge/Amenities
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Customer waiting area clean and has sufficient seating available for customers
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No smoking signage displayed at the entry
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Daily newspapers and reading material available(must cater for female and male customers)
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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
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Water cooler full with fresh water and disposal cups are available
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Customer television working at all times and sound set at an appropriate level
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Customer toilets are clean, mopped regularly, deodorised and lock on doors working. <br>Sanitary bin, deodoriser and toilet brush in toilets
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Is the Franchisee/Store Manager checking the toilets at regular intervals during the day
Marketing
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Is the current advertising campaign/catalogue supported and POS signage prominently displayed
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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>
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Is all the wall signage displayed in authorised frames, no posters on walls
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Approved Bob Jane stationary in use at all times. e.g. Business cards etc
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Is the approved on hold T-Mart phone message played
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Is the Bob Jane TV running in store. All local information is up to date e.g. Team Member names, trading hours <br>
Team Members
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Franchisee/Store manager ,sales and workshop staff wearing current clean and maintained Bob Jane uniforms inclusive of safety footwear/ boots
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Are name badges worn by all selling staff
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All staff to be well groomed, males shaven, uniforms clean and minimal jewellery. Any piercings covered up during work hours
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Are all the team members courteous and using professional language
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Is there a provision on the stores balance sheet for annual/ sick / long service leave?<br>Please review staff turnover/absenteeism/annual leave numbers. (Leave liability 6 weeks maximum)<br>
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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.
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Are there any training requirements for the store Document all training needs for the store team and forward to training and development manager
Workshop-Service Bays
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Is the workshop clean, tidy and well organised <br><br>
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Are the workshop floors free of unnecessary items<br>
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Are car seat covers, floor matts, being used ?<br>Are finished cars being bagged and tagged?
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Is the use of mobile phones or staff smoking in the workshop evident
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Rubbish bins in place and emptied regularly
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Are all ramps/wheel alignment ramps stops clean and tidy,covers/rubber blocks in place
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All Hoists and Jacks have current service log, load rated sticker and inspection certificate in store available
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Tyre Changer in good working order, clean and well maintained
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Balance machine clean and tidy and all weights full and in correct locations
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All equipment to a good work standard and less than 5 years of age<br>(Must be Bob Jane approved equipment)
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Torque wrench 300nm and settings available and used on all vehicles
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Are all wheel nuts being torqued manually ?
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Is the approved Nitrogen filling station being utilised and all bottles secured <br>Confirm when was last calibration conducted
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All tyre stock has been put away promptly<br>Are Tyres in racks stored by brand with labels facing out
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Are all team members using PPE as required in designated work areas<br>Is there adequate supply of PPE stocks available
Team Member Amenities
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Lunchroom clean, floors ,walls, ceilings and lighting operational<br>(Heating and cooling provided)
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Microwave and Fridge Clean
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Sink,Bench tops, Kitchen table clean and clutter free (all plates, cups cutlery put away)
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Toilets clean and stocked
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Rubbish bins emptied on a regular basis
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Your Call Poster and Safety Posters displayed in the office and staff amenities/Lunchroom
Safety
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Have all teams members completed the WHS induction program and certification is current <br>
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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)
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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)
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Team members are wearing designated PPE in their work areas in accordance to the role requirements
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First Aid Officer on site and current certificate on file
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Is there a fire warden on site? Has a fire drill been conducted and documented within he last 6 months?
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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
Customer Feedback
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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 ?
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Review the quarterly mystery shoping. Has a minimum of 80% on average been achieved?<br>
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Listen to the mystery shopper calls with the Franchisee/ Company Store Manager/ team member and develop action for improvement
T-Mart Visit Summary and Action Plan
Franchisee required actions:
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Add a required action
Action Point
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Please outline action required
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Please give due date for action:
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Please provide a summary of T-Mart visit:
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Next Planned Visit