BPM Q1 Audit 2017

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Standards

• Are the windows, including the front door, clean? (No hand marks, watermarks,etc)

  Yes

  No

  N/A

• Are the windows up to date and displaying the correct marketing, and of an acceptable standard?

  Yes

  No

  N/A

• Shop floor Clean and Tidy?<br>a. Are all papers straight and not flapping?<br>b. Are all marketing materials neatly displayed with no Sellotape visible?<br>c. Are all magnetic strips clean and clear from finger marks?<br>

  Yes

  No

  N/A

• Correct Marketing, Promotions and coupons on display?

  Yes

  No

  N/A

• Customer toilets clean, toilet paper, hand soap available?

  Yes

  No

  N/A

• All colleagues in uniform and presentable?

  Yes

  No

  N/A

• Counter and all Colleague areas tidy and free from clutter?

  Yes

  No

  N/A

• Gaming Machine screens, sides and front clean?

  Yes

  No

  N/A

• Are all functions of the GMs in working order? e.g. Note reader, lights and screens?

  Yes

  No

  N/A

• Are all stools of a satisfactory standard?

  Yes

  No

  N/A

• Any Non-cleans, if so have they been reported

  Yes

  No

  N/A

• Comments,

People

• Rota's complete at least two weeks in advance?

  Yes

  No

  N/A

• Hosting rota in place; minimum 12pm - 3pm on a Saturday. reflected in deployment sheet.

  Yes

  No

  N/A

• Holidays booked and recorded in diary?

  Yes

  No

  N/A

• Comments,

Customer

• Ask customer feedback - was the feedback positive?

  Yes

  No

  N/A

• Do the team members know the names of every customer in the shop at the time of the visit?

  Yes

  No

  N/A

• Customers offered tea and coffee during visit?

  Yes

  No

  N/A

• All customers welcomed on entry during visit?

  Yes

  No

  N/A

• Alien and manual bets settled and up to date?

  Yes

  No

  N/A

• Team aware of latest mystery shop report and action plan complete ?

  Yes

  No

  N/A

• NPS for Visit (Out of 10)

Keeping Safe BPM to check (weekly); sign compliant in diary or state actions required:

• Buddy Calls conducted and Signed

  Yes

  No

  N/A

• Toilet checks conducted and signed

  Yes

  No

  N/A

• Counterplan available and signed

  Yes

  No

  N/A

• Mag-lock policy available and understood

  Yes

  No

  N/A

Business Reporting

• 2017 Target sheet up to date?

  Yes

  No

  N/A

• Team aware and using GOG procedure?

  Yes

  No

  N/A

• Regular head counts and competitor checks being completed? (If applicable)

  Yes

  No

  N/A

• Comments,

Compliance

• Are Responsible Gambling materials correctly displayed and up to date? (Refer to Compliance audit document).

  Yes

  No

  N/A

• Do the team have sufficient knowledge of large staking OTC and GM customers?

  Yes

  No

  N/A

• Latest distant learning complete by all members of the team?

  Yes

  No

  N/A

• SE test on current exclusions show regular checking by team members?

  Yes

  No

  N/A

• RGIs completed for all relevant customers (large stakes, large losses, spikes in spend/losses)

  Yes

  No

  N/A

• RGI interaction completed correctly with the relevant reporting guidelines in the GC Manual?

  Yes

  No

  N/A

• Do the shop team have sufficient understanding of interaction triggers and the RGI process?

  Yes

  No

  N/A

• Cat A, Cat B and successful challenges monitored by Manager?

  Yes

  No

  N/A

• Do the shop team have sufficient knowledge of the SE process?<br>Are the shop team aware of responsible gambling support available to customers to be discussed during RGIs? (National Gambling Helpline, Set Your Limits, SE and GM statements)

  Yes

  No

  N/A

• Do the shop team have sufficient understanding of customer fraud and where to find relevant information?

  Yes

  No

  N/A

• Do the shop team have sufficient understanding of IRF procedures? (Categories of reporting).

  Yes

  No

  N/A

• Monitored customers up to date - <br>a. No derogatory names used<br>b. No teams logged

  Yes

  No

  N/A

• AML/POCA concerns discussed/escalated

  Yes

  No

  N/A

• Comments,

Security

• Buddy Shop system in use everyday, with evidence logged in the LBO diary of calls made / received?

  Yes

  No

  N/A

• Colleagues aware of the Distress Code word?

  Yes

  No

  N/A

• Safe combination procedures followed?

  Yes

  No

  N/A

• Is the Safe and Insert locked?

  Yes

  No

  N/A

• Counter Door closed?

  Yes

  No

  N/A

• Till floats under as per counter plan?

  Yes

  No

  N/A

• Daily Security Audit completed and processed every day?

  Yes

  No

  N/A

• Evidence of regular Banking?

  Yes

  No

  N/A

• Colleagues aware of the mag lock policy?

  Yes

  No

  N/A

• Comments,

Health and Safety - 5 Key Questions

• Fire Exit is unlocked, free from obstruction and the escape route leads to the designated Fire Meeting Point with no obstructions (walk the route)?

  Yes

  No

  N/A

• Fire Alarm is being tested weekly and recorded on the Inspection Section in the H&S Manual?<br>Duty Manager to test the Fire Alarm whilst on site to demonstrate knowledge

  Yes

  No

  N/A

• Emergency Lighting is being tested Monthly and recorded on the Inspection Section in the H&S Manual?

  Yes

  No

  N/A

• Check all documents in Section 4 of the H&S Manual are present and in date?

  Yes

  No

  N/A

• Site Specific Risk Assessment - this document demonstrates that the LBO Manager is involved in looking at their environment and therefore able to identify local risks. As such, there should be at least 10 risks identified and recorded, including, violence in the workplace, opening and closing LBO, banking, toilet checks and emptying FOBTs

  Yes

  No

  N/A

• Comments,

Costs

• Is shop working to Establishment Hours<br>

  Yes

  No

  N/A

• Stock take completed; Stores order cost signed off?

  Yes

  No

  N/A

• Are Petty Cash costs acceptable; any anomlies?

  Yes

  No

  N/A

NPS Kick On

• Colleagues aware of Shop's Financial performance

  Yes

  No

  N/A

• Can the Team reiterate the WOE Steps?

  Yes

  No

  N/A

• Do the team know what they have to do in their shop to "Get Fit"?

  Yes

  No

  N/A

• Colleagues able to demonstrate a comprehensive understanding of current/upcoming promotion/s?

  Yes

  No

  N/A

• Are levels of PBYP activity correct for this shop?

  Yes

  No

  N/A

• Are all colleagues utilising Daily Focus?

  Yes

  No

  N/A

• Are colleagues aware of SSBT Daily Focus selections

  Yes

  No

  N/A

• Are colleagues able to demonstrate/explain 'Game of the Week'

  Yes

  No

  N/A

• Comments

AOB

• Are all actions complete from previous visit?

  Yes

  No

  N/A

• Does shop appear on Early Doors Report

  NO

  YES

• Does Shop appear on Early Log Off Report

  NO

  YES

• Does Shop appear on Lost Minutes Report

  NO

  YES

• Does Shop appear on Cash Discrepancy Report

  NO

  YES

• Does Shop appear as exception on Petty Cash Report

  NO

  YES

• Does Shop appear as exception on Gesture of Goodwill Report

  NO

  YES

• Comments

Support needed from BPM