Branch Operational Audit Checklist 4.2015

• Service Center Name

• Location
  Address

• Conducted on

  Date

• Prepared by

• Names / Positions

Start from street looking back towards business

• Car parking lot clean, tidy and swept

  Yes

  No

  N/A

• Windows & Walls clean? Check for graffiti and dirt and grime.

  Yes

  No

  N/A

• Drains clear of debris and maintained.

  Yes

  No

  N/A

• All signage to standard and light timer active.

  Yes

  No

  N/A

Reception - walk through like a customer would

• Team members dressed to company standards. Uniform/Footware

  Yes

  No

  N/A

CSR Reception Area

• Clearly marked "EMPLOYEES ONLY" and roped zones

  Yes

  No

  N/A

• Safety: Cleared floors and no misplaced parts

  Yes

  No

  N/A

• Counter clean and tidy. Only business cards on counter top

  Yes

  No

  N/A

• Floors/walls/ceiling/lights are clean. Marks/fingerprints/spiderwebs/swept/mopped

  Yes

  No

  N/A

CSR Room

• Safety: Cleared floors and no misplaced parts

  Yes

  No

  N/A

• Desks clean and tidy. Only business cards on counter top

  Yes

  No

  N/A

• Floors/walls/ceiling/lights are clean. Marks/fingerprints/spiderwebs/swept/mopped/vacuumed

  Yes

  No

  N/A

Managers Counter Area and Office

Counter Area

• "Impeccable", Flawless as a measure of showing an example of clean work space? (Includes no orphan parts.)

  Yes

  No

  N/A

• Business cards in card holder

  Yes

  No

  N/A

• Current CSR Monthly Schedule

  Yes

  No

  N/A

• Posted Primary & Secondary Responsibilities List

  Yes

  No

  N/A

• Posted CSR and Driver's Meeting Notes

  Yes

  No

  N/A

Offices

• Business cards in card holder

  Yes

  No

  N/A

• Organized paperwork a with use of files or slots

  Yes

  No

  N/A

• Sales material in orderly, manageable state

  Yes

  No

  N/A

• Floor and walls cleaned

  Yes

  No

  N/A

• Room is clean and tidy to company standards which is found in safe work practice.

  Yes

  No

  N/A

• Fridge, kettle and microwave clean and tidy. Coffee and cramer/sugar supplied. Cups supplied.

  Yes

  No

  N/A

• First Aid box fixed to wall, and supplied.

  Yes

  No

  N/A

• Safety board has up to date information.

  Yes

  No

  N/A

• Bin is present, has a lid, it's clean and emptied regularly. Garbage bags used and supplied.

  Yes

  No

  N/A

• Bathroom clean, toilet clean, basin clean, wall and mirror clean

  Yes

  No

  N/A

• Hand wash available, toilet paper available, hand towel available.

  Yes

  No

  N/A

• Toilet brush available, floor cleaner and toilet cleaner available.

  Yes

  No

  N/A

• Lights working and locks working

  Yes

  No

  N/A

• Labeled and organized Delivery Shelves

  Yes

  No

  N/A

• Labeled and organized RGA Shelves

  Yes

  No

  N/A

• Labeled and organized Will Call Shelves

  Yes

  No

  N/A

• Labeled and organized Transfers Shelves/carts

  Yes

  No

  N/A

• Labeled and organized Match-up / Pending Credit Shelves

  Yes

  No

  N/A

• Clean vehicles

  Yes

  No

  N/A

• Dress Code Policy: Company Polo shirts an tucked in and Safety Toe & Slip Resistant shoes.

  Yes

  No

  N/A

• Safety shoes.

  Yes

  No

  N/A

• Safety Utility knives

  Yes

  No

  N/A

• Forklift Weekly checks of equipment being completed.<br>Verify book procedure, who does it, show me.

  Yes

  No

  N/A

• Floors cleaned and nothing on the floor.

  Yes

  No

  N/A

• Organized Cores/ Defects Areas (safe Battery return area)

  Yes

  No

  N/A

• All roller doors closed and inspected. Check if they are clean or dirty.

  Yes

  No

  N/A

Have a 5 minute individual non formal chat with each employee, and note conversation topics in text.

2 Drivers

• Driver 1:

  Sign

• Any employee not completed safety Safe Work Practices.

  Yes

  No

• Any questions on Procedure or Policies?

  Yes

  No

• In order to make your job easier, what is one thing that you would change?

  Yes

  No

• Do you know your latest Average Invoice/Hour?

  Yes

  No

• Driver 2:

  Sign

• Any employee not completed safety Safe Work Practices.

  Yes

  No

• Any questions on Procedure or Policies?

  Yes

  No

• In order to make your job easier, what is one thing that you would change?

  Yes

  No

• Do you know your latest Average Invoice/Hour?

  Yes

  No

2 CSRs

• CSR 1:

  Sign

• Any employee not completed safety Safe Work Practices.

  Yes

  No

  N/A

• Any questions on Procedure or Policies?

  Yes

  No

  N/A

• In order to make your job easier, what is one thing that you would change?

  Yes

  No

  N/A

• Do you know your latest Average Sales/Hour?

  Yes

  No

• Have you posted or "Liked" on Yammer in the last 2 days?

  Yes

  No

  N/A

• CSR 2:

  Sign

• Any employee not completed safety Safe Work Practices.

  Yes

  No

  N/A

• Any questions on Procedure or Policies?

  Yes

  No

  N/A

• In order to make your job easier, what is one thing that you would change?

  Yes

  No

  N/A

• Do you know your latest Average Sales/Hour?

  Yes

  No

• Have you posted or "Liked" on Yammer in the last 2 days?

  Yes

  No

  N/A

• Clear COD/ DLY Returns

  Yes

  No

  N/A

• COD Report

  Yes

  No

  N/A

• Batching COD & Daily

  Yes

  No

  N/A

• Clear Will Call Shelves

  Yes

  No

  N/A

• Reject and Return Parts to accounts

  Yes

  No

  N/A

• Quantity On Hand Forms

  Yes

  No

  N/A

Cash Controls

• Complete Daily CP_ COD Flag Report Copies

  Yes

  No

  N/A

• Complete Run sheet drivers' information (amount collected, NP, Cash/Check, Delivery Times)

  Yes

  No

  N/A

• Labeled Cash envelopes (multiples rubber and with Run Sheet)

  Yes

  No

  N/A

• Closed and organized Safe Box (gas cards, gift cards, and envelopes)

  Yes

  No

  N/A

DDMS Related

Use of CP_ASSET RUN SUMMARY report.

• Minimal CHECK ADDRESS Runs

  Yes

  No

  N/A

• Accurate Closing of Manually Dispatched Runs

  Yes

  No

  N/A

• Promptly reporting 20+ minutes GPS pings

  Yes

  No

  N/A

• Zero assigned or unassigned INVOICED OR DISPATCHED status invoices.

  Yes

  No

  N/A

Misc.

• Current Drivers Monthly Schedule

  Yes

  No

  N/A

• Service Staff & PV Drivers' Mileage Authorization (client & drivers signature)

  Yes

  No

  N/A

• Complete & Organized Green Bags (PRINT first name initial and complete last name)

  Yes

  No

  N/A

• Up to date on Day Off/Vacation Request Forms

  Yes

  No

  N/A

• Up to date on Employee Warnings and Write ups (including Drivers Alerts)

  Yes

  No

  N/A

• Up to date Supplies Requisition Form (keep last one until completed)

  Yes

  No

  N/A

• Up to date Time Force Punches

  Yes

  No

  N/A

• Up to date on Labor Claims

  Yes

  No

  N/A

• Up to date Vehicle Inspection Folders (rev 08/13)

  Yes

  No

  N/A

• Start Generator

• Select date

  Date

• CSRs know the current Promos and Clinics

  Yes

  No

  N/A

• Management Keys in Stock Orders (no delivery on Saturday) {Spot-check Customer History by CSR Filter & look at blank POs}

  Yes

  No

  N/A

• Visiting Branch Accounts (Compass Report for Yammers)

  Yes

  No

  N/A

• Analyzing the Red/Green Report

  Yes

  No

  N/A

• Day and Time of meeting with Salesperson?

  Yes

  No

  N/A

• Select date

  Date

Figures (Last Period's)

• Period Level 1 Goal? Forecasting?

  Know

  Don't Know

• Branch Delivery Time?

  Know

  Don't Know

• Return Rate?

  Know

  Don't Know

• Gross Profit?

  Know

  Don't Know

• Warranty Rate?

  Know

  Don't Know

• E-commerce Percentage of Sales?

  Know

  Don't Know

• Payroll Percentage?

  Know

  Don't Know

Misc.

• Legible, clear, and correctly placed Core & Defect Stickers

  Yes

  No

  N/A

• Complete and legible Warranty Forms/tags

  Yes

  No

  N/A

• Clean Core Loan Report (15,4,3)

  Yes

  No

  N/A

• Up to date On Hand Adjustment Form (started on Tuesday from 1st Overstock PIC)

  Yes

  No

  N/A

• End of Day MCM/CTB Transfer Verifications

  Yes

  No

  N/A

• Up to Date PO to Packing Slip Verification & sending to Accounts Payables

  Yes

  No

  N/A

• Up to Date Special Order Returns

  Yes

  No

  N/A

PICs: Cores/Defects/Overstock

• Filed Overstock/Core/Warranty PICs

  Yes

  No

  N/A

• Correct & accurate markings on PICs

  Yes

  No

  N/A

• Investigated Non Shipped product from PICs<br>

  Yes

  No

  N/A

Tuesday Reports

• Up to date In Picks (15,3,13 [0 days])

  Yes

  No

  N/A

• Up to date Unverified Transfers (4,3,2 Detail)<br>Includes Over Stock Balance

  Yes

  No

  N/A

• Customer Open Order Report (1,3,1,1 Start 01/01/13)

  Yes

  No

  N/A

• Summary Open PO Report (15,3,15 : xx0,xx1,xx2)

  Yes

  No

  N/A

RGAs: Reconcile

• Clean Stock Returns

  Yes

  No

  N/A

• Clean Cores

  Yes

  No

  N/A

• Clean Defects

  Yes

  No

  N/A

Ask store manager to supply notes of all previous visits

• Are all tasks that are in managers control completed? <br>If not is there any email/phone call notes from manager?<br>Note any outstanding. Yes is given if completed all tasks in managers control.

  Yes

  No

  N/A

Summary of findings

• Summary

Sit with manager and review findings before finalising. SM to sign to acknowledge this has occurred

• Store Manager sign

  Sign

• Operations Manager Sign

  Sign