CFH Installation Audit - Power of 10

Installation Partner

Region

Auditor Job Role

1. Did the engineer call or text ahead of the visit and give a good first impression? (Introducing themselves and setting initial expectations i.e., 1. ETA 2. Why they are coming and who on behalf of 3. What they are going to be doing)

2. Did the engineer upon arrival deliver a great first impression of City Fibre? (1. Image clothing, 2. Clean and tidy appearance, 3. ID card present and visible)

3. Did the engineer put on overshoes on entry to customer's property?

4. Did the engineer speak to the customer to ascertain the work requirements for the installation? i.e., route from toby to property, eyebolt location, external wall box location, patch lead route, entry point into property, ONT location?

5. Did the engineer use City Fibre branded dust sheets & have the City Fibre internal rucksack? If any further mess was made, did the engineer ensure it was cleaned up?

6. Upon completion of the installation - did the engineer fully test and demonstrate confidently to the customer that their service is working, if the service was not working was an explanation provided as to why and what was being done as next steps to resolve?

7. Upon completion of the installation – did the engineer walk round the completed job with the customer confirming what had originally been agreed has been completed to the customers’ expectations?

8. Were the engineers job notes of a good quality standard on completion? i.e., happy path - articulation of route, who it was agreed with, who the service was tested and demonstrated to, speeds recorded. Unhappy path - what is the issue, has it been verified by an FQS, if a blockage what is the location and surface type, private or public, has the location been marked up with spray paint

9. Was the customer left with a fully working service?

10. Was the customer advised as to why the service was not working, and what the next steps would be?