Commercial Trucks Evaluation

Information

Audit Title
GPBR:
Branch Visit Date
Performed By
Location

RENTAL OPERATIONS: Considerations - Part 1

Branch Personnel-Analysis of Division of Responsibilities:
List the titles of each employee in the Branch in the provided fields below. For each title, select the corresponding functions performed by those employees.
Analysis of Division of Responsibilities
Enter Title of Branch Employee
Select functions performed
- Processes corporate account and all other checks (received in the mail) and posts receipts information into accounting system
- Balances cash receipts summaries
- Balances petty cash box
- Prepares deposit(s)
- Delivers deposit(s) to the bank
- Performs collection responsibilities
- Analyzes weekly/monthly Accounts Receivable reports
- Knowledge of Pre-Rents
- Updates/monitors AAUM90 (truck maintenance)
- Prepares journal voucher entries
- Inputs journal voucher entries into RALPH (where applicable)
Enter Title of Branch Employee
Select functions performed
- Processes corporate account and all other checks (received in the mail) and posts receipts information into accounting system
- Balances cash receipts summaries
- Balances petty cash box
- Prepares deposit(s)
- Delivers deposit(s) to the bank
- Performs collection responsibilities
- Analyzes weekly/monthly Accounts Receivable reports
- Knowledge of Pre-Rents
- Updates/monitors AAUM90 (truck maintenance)
- Prepares journal voucher entries
- Inputs journal voucher entries into RALPH (where applicable)
Enter Title of Branch Employee
Select functions performed
- Processes corporate account and all other checks (received in the mail) and posts receipts information into accounting system
- Balances cash receipts summaries
- Balances petty cash box
- Prepares deposit(s)
- Delivers deposit(s) to the bank
- Performs collection responsibilities
- Analyzes weekly/monthly Accounts Receivable reports
- Knowledge of Pre-Rents
- Updates/monitors AAUM90 (truck maintenance)
- Prepares journal voucher entries
- Inputs journal voucher entries into RALPH (where applicable)
Enter Title of Branch Employee
Select functions performed
- Processes corporate account and all other checks (received in the mail) and posts receipts information into accounting system
- Balances cash receipts summaries
- Balances petty cash box
- Prepares deposit(s)
- Delivers deposit(s) to the bank
- Performs collection responsibilities
- Analyzes weekly/monthly Accounts Receivable reports
- Knowledge of Pre-Rents
- Updates/monitors AAUM90 (truck maintenance)
- Prepares journal voucher entries
- Inputs journal voucher entries into RALPH (where applicable)
Enter Title of Branch Employee
Select functions performed
- Processes corporate account and all other checks (received in the mail) and posts receipts information into accounting system
- Balances cash receipts summaries
- Balances petty cash box
- Prepares deposit(s)
- Delivers deposit(s) to the bank
- Performs collection responsibilities
- Analyzes weekly/monthly Accounts Receivable reports
- Knowledge of Pre-Rents
- Updates/monitors AAUM90 (truck maintenance)
- Prepares journal voucher entries
- Inputs journal voucher entries into RALPH (where applicable)
ANALYSIS: If any of the employees had a majority of the functions selected, re-distribution of responsibilities should be strongly considered. Such a condition significantly increases the risk of undetected fraud.
Additional Notes:

RENTAL OPERATIONS: Considerations - Part 2

Consider the following information and record any pertinent facts in the spaces provided below. Please indicate whether or not procedures have been met. Important: Any procedures involving inquiries/discussions should be verified or corroborated, as appropriate.

Underwriting Procedures

Rental contract/VCER: Confirm the branch is using the most current version of the rental contract and VCER
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Consistent Underwriting: Discuss overall underwriting procedures with Branch personnel for both commercial and consumer rentals. Determine if procedures are consistent with Group and corporate Truck Insurance/Underwriting guidelines. (Corporate guidelines can be found on the Truck/Risk Management Hub) Confirm Branch personnel understand the importance of applying consistent underwriting procedures for the Group as a whole.
Commercial: How has the customer been established as a commercial entity? > Is the verification consistent with the Group's methodology (i.e. declarations page of a commercial insurance policy, a business license, or other means)? > Has the customer provided coverage for our vehicles according to Group standards? This can be verified via a proper insurance certificate on file naming Enterprise as 'additional insured' (check expiration date) or via SLP coverage (if commercial status has been verified) > If applicable, is a master terms agreement in place?
Consumer: Review with Branch Management underwriting procedures for cash equivalents (debit cards) and youthful driver rentals. Confirm qualifying applications are completed in accordance with Group standards and are in adherence to Group guidelines regarding truck class.
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Additional Coverage: Discuss with Branch personnel to confirm they are selling SLP consistent with the Group's best practices. Verify that Branch personnel are not requiring the purchase of any or all of the optional protection products as a condition of renting a truck. Is the rate integrity being maintained with respect to damage waiver rates? Discuss with Branch personnel training received to date regarding protection package sales.
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Closed Rentals and Rentals-In-Process: Select a sample of open and closed contracts and evaluate Branch performance to determine if contract completion is in compliance with Group standards. Inquire about Management's plan for reviewing, correcting, training employees on contract completion. At a minimum, the following items should be reviewed for completeness: >Renter's complete name >Driver's license number >Date of birth >Proper signature (confirm signature matches renter's name) >Is there evidence of branch manager review on open and closed tickets (initials on top of rental agreement)? >Are rental agreement submitted for imaging according to Group guidelines? >Review a sample of closed tickets to determine if proper swipes or imprints were taken (i.e., utilizing an imprinter vs. a 'rub')
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Vehicle Condition Equipment Report (VCER): Select a sample of open and closed contracts to determine if the VCER is properly completed and signed by the customer.
Customer Deposits, Credit Card Authorizations, and Refund Policies: Determine whether Branch personnel understand and follow Group standards as it relates to accepting credit cards, personal checks, and cash.
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Callback Procedures and Documentation: Determine whether review procedures are in compliance with Group standards.
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Cash Receipt Summaries (CRS): Review recent cash receipt summaries for cash transactions and 805 entries. Utilize prior month cash/check CRS Review to evaluate deposit frequency.
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Credit Card Handling: Discuss with Branch personnel procedures for companies at utilize a credit card and what steps are taken to eliminate charge back exposure on all rental agreements including rewrites. Confirm understanding of credit card procedures such as the credit card name matching the renter, VISA/MC declines, not taking multiple authorizations in a 24hr period, etc.
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Fair Credit Reporting Act (FCRA) Compliance: In situations where an adverse action is taken (e.g. denial of rental), evaluate whether there is a system in place to confirm each customer is provided with written notification of their FCRA rights, when applicable.
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Fuel: Review a sample of closed tickets and verify completion of the fuel check in/out. Also, review fuel charge relative to the check in/out amount.
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Diesel Exhaust Fluid (DEF): Review a sample of closed tickets and verify completion of the DEF in/out (as applicable for particular medium duty units). Confirm the per gallon fee is shown on the face of the contract.
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Repossession: Discuss with Branch personnel to confirm Branch is in compliance with Group policies/procedures for repossession of vehicles.
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Rewrites: Discuss with Branch personnel procedures for performing rewrites (i.e., at a minimum, trucks should be physically inspected for damage, mileage, fluids, etc every 45 days or less). Determine whether proper procedures exist for rewrites. (See weekly rewrite memo posted on the Truck Hub).
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Units

Check-in Procedures: Observe the Branch following the "cab-to-cab" inspection method. -Inspecting tire/wheel condition (Does the branch have tire pressure and depth gauges?) -Review for damage (utilizing Damage Evaluator as applicable for light duty units) -Check fuel and mileage -Are employees asking customers to check for items left in vehicles?
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Available Units: Review available units for completed pre-rental condition reports (DVIRs). Confirm DVIRs on file are for the most recent 90-day period. Overall, determine whether items on checklist have been performed and units are clean and well maintained. The major considerations are: -Tire condition (i.e. tread depth, even wear, pressure, all tires same size, and free of damage) -Physical condition (i.e. dents, dings, wear and tear) -Tradedress decals properly placed and legible -Safety notification stickers are properly placed and legible (e.g., lift gate) -Box/body free of debris -Glove box and console compartment contents (e.g. old contracts, owner's manual) -Parking breaks properly set -Equipped with fire extinguisher -Fluid levels -Operational vehicle lighting and lift gates, if applicable -Lift gate disabled for safety purposes -Do the units over 10,000 lbs. GVWR have valid DOT inspection stickers? -Is the DOT # and Enterprise trade name properly affixed to all units over 10,000 lbs. GVWR? -Review for 2 sets of keys with QR code inserted in key tag for light duty vehicles
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Insurance and Registration Information: Select a sample of units and determine whether units have all state required documents (i.e. current registration and/or self-insurance or insurance card, if applicable).
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Anti-Idling Procedures: Evaluate whether all trucks on lot are in compliance with state and local anti-idling regulations. Evaluate whether Branch personnel are aware of these regulations and best practices (i.e., no trucks idling over 5 minutes (if applicable)' "no idling signs posted, and any other Group specific procedures)
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Preventative Maintenance Reports: Review TRAM and AAUM90 maintenance pending summary and preventative maintenance reports to confirm procedures are in compliance with Group standards. This review should include units not enrolled in UM90, units needing mileage updates, and units past due for maintenance.
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Vehicle Recalls: Review maintenance pending summary and recall notices to evaluate Branch procedures. Evaluate whether Mandatory Holds and Hard Hold recalls are properly addressed.
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Vehicle Manager: Review the effectiveness of Branch Plan to timely complete required maintenance.
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Reports

Daily Report: Verify report accuracy by performing the following: -Available trucks: Compare trucks denoted as such with units on the lot and investigate any exceptions -Trucks Rented on 2 or More Contracts: Review and investigate -Pre-writes: Review and investigate -Closed-pended tickets: Review and investigate -In Shop Status: Review and investigate
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Telematics Device Status Report: Review report and discuss with branch personnel to determine they have a process to ensure all devices are accounted for. Inquire about devices not attached to a vehicle and exception items on the report, paying special attention to older dates where no activity or updates have occurred.
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MTRA Reporting: Request Branch personnel to access Master Truck Rental Agreements and associated schedules via CRM and verify thy are conforming to deadlines and that schedules match the vehicles out on rent to the customer.
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Accounts Receivable/Weekly TOCC Reports/ICE Reports: Review current week/month (and prior week/months if necessary) with the Branch Manager and/or other appropriate personnel to determine if accounts receivable procedures comply with Group standards (i.e., timeliness of contract rewrites, enforcement of payment terms). Also, determine the Branch's knowledge of any large, aged insurance receivables. Review the Accounts Receivable listing with Branch personnel to discuss direct bill procedures (i.e. extent of 9's billing and determine propriety). Confirm the Branch is billing accounts in compliance with Group standards. Review Branch responsibility with regard to new customer set-up process.
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Callbacks--Procedures and Documentation (if applicable): Review with Branch personnel the Call Back Completion Report.
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Group Guidelines and Procedures: Determine whether current guideline documents, Branch manuals, or other reference materials are current and available to all employees (i.e., Branch Operation Plan, AR Training Manual, etc).
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Additional Notes:

SECURITY: Considerations

Inspect and evaluate the overall security of the Branch, including, but not limited to, the characteristics in the section below. Consider the following information and record any pertinent facts in the spaces provided below. Please indicate whether or not procedures have been met.

Privacy

Sensitive Information: Confirm with branch personnel that employees understand the Group's data classification policy. Confirm all documents containing personal information and company proprietary information are maintained in compliance with the Group's data classification policy. Includes but not limited to: -Rental contracts -Rental qualification forms (attached to contract during rental and properly destroyed after close of rental) -Employee performance reviews and/or significant event logs -Company financial reports (i.e. Per Unit Analysis reports and Accounts Receivable list) -Credit card information (confirm all imprint vouchers are kept secured or maintained at Admin and no information is maintained in CM12 or CRM) -Vendor information/invoices -Customer lists, account contacts and information, marketing strategies, pricing strategies, and other trade secret information
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Employee Management and Training: -Confirm with Branch personnel that they know how to submit a request via Request-It to remove customer data -Confirm with Branch personnel they have developed processes to limit, review and remove access to customer information and other confidential records, including Group trade secret data and information, to only authorized employees. -Confirm with Branch personnel that employees are trained on the Group's privacy policies and information security standards. -Confirm that employees have been advised not to post passwords near their computers or share passwords with any other person
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Customer Information Theft Prevention: Check the cables attached to the back of all computers, credit card readers, and keyboards to confirm there are no devices that illegally capture credit card information (i.e. KEYKatchers or skimmers). Confirm Management is checking for these devices on a regular basis.
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Disposal of Information - Treatment: Discuss with Branch personnel (including vehicle service attendants) how information is disposed (i.e. rental contracts, rental qualification forms, company information, Group/Branch reports, etc). Determine whether the Branch has a locked document destruction container or shredder. Confirm items are destroyed in accordance with record retention guidelines.
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Disposal of Information - Observation: Observe garbage bins and trucks available for rent for confidential information (e.g. Contracts, credit card information, and driver's license).
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Privacy Procedures: Inquire with employees as to who should be contacted if there is a privacy concern.
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Lost and Found: Determine if the Branch is following the lost and found procedures in accordance with the Group's best practices.
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Facilities

Parking Lot Security: Assess for compliance with Group standards, taking into consideration the overall environment within which the Branch is located.
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Security Devices: If applicable, confirm that tiger teeth, gates, locks, and video cameras are in good working order.
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Parking Lot Lights: Evaluate whether lot coverage is appropriate for checking trucks and security.
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Employee Parking: Determine if employees area allowed to park personal cars on the lot. Personal vehicles on the lot add risk related to inappropriate use of fuel, sharing of access codes, and concealment of lost and found items.
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Overnight Interior and Exterior Lighting: Determine if there is an interior nightlight and exterior security lighting.
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Windows: Determine if windows have locks (where applicable) and are clear of obstructions, including window treatments.
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Doors/Gates, Locks, and Codes: Determine if doors are equipped with deadbolt locks and other anti-intrusion devices. Also, determine if locks, gate codes, and keys are changed routinely or following significant events (e.g., employee terminations, robbery, etc). Check if a key log (log of all employees who have an office key) is utilized.
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Robbery Training: Determine whether employees have been trained on how to handle theft and robbery situations. Employees should be instructed to hand over money quickly and never to resist, argue, stare, or talk unnecessarily.
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Security System: Evaluate whether or not the Branch is equipped with a security system or determine if one is needed. If a system exists, determine if employees are assigned unique security access codes and evaluate to confirm procedures exist to change codes routinely of after significant events (e.g., employee termination, robbery, etc.). The Branch should not have a panic button.
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Surveillance Camera: Determine if the branch is equipped with a surveillance camera or evaluate if one is needed. If utilized, determine if camera is supported by an electronic chip back-up system. Consider whether additional surveillance cameras are needed in vulnerable areas (i.e., all doors to external areas).
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Safe: Inspect the premises to determine if safe location is behind the counter but not in another room or out of view of customers. If the Branch takes cash, a time delay safe should be considered to improve the security effectiveness. Confirm time delay safe stickers are available to be placed on/near the front entrance. Determine if an access log is used to record who opens and closes the safe daily.
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Security Incident(s) History: Determine whether Branch personnel are complying with Group standards and reporting incidents to the appropriate level of of Management. Discuss any recent security issues.
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Vehicle Keys: Observe and evaluate whether or not vehicle keys are are appropriately safeguarded.
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Accessibility of Tools: Confirm Branch tools and equipment (e.g., air compressors, power washer) are readily accessible during work hours and are kept secured during non-work hours.
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Ancillary Products: Confirm ancillary products are properly displayed and maintained in a secured locations (e.g., dollies, pads, stretch film, GPS devices, etc.). Determine if product inventory is being accounted for according the Group standards.
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Branch Opening and Closing Procedures: Discuss with personnel written opening and closing procedures. Review for consistency with Group guidelines and determine whether there are any safety concerns.
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Local Law Enforcement Relationship: Determine if the Branch Manager has established a relationship with local law enforcement. Inquire whether the Branch is being kept informed of any vehicle related issues and/or unlawful activity by the local law enforcement.
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After-Hours Drop Procedures: Discuss and evaluate after-hours procedures, if applicable.
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Cash Box: Discuss and evaluate cash box location and access procedures.
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Review the "Bank Deposits-Mitigating the Risk" security alert memo with Branch Management.
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Additional Notes:

Fuel: Considerations

Observe and evaluate the Branch's fuel procedures. Consider the following information and record any pertinent facts in the spaces provided below. Please indicate whether or not procedures have been met.
Fueling: Does the facility have an underground (UST) or aboveground (AST) fuel storage tank?
-Confirm the facility has working knowledge of Titan Management and can produce tank permits. -Confirm the facility can produce current State Operator Training certificates (not required in NY, FL, NJ, MO, IN, and NE) -Confirm the facility can produce a current document of Financial Responsibility for the tank(s). -Confirm the facility can produce current (at least one year of data) leak detection results for the tank(s). -Confirm the facility can produce the latest integrity testing results for the tank(s). UST only.
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Fuel Storage Training: Confirm the facility can identify the employee who has been trained on the Best Practices class C operator for fuel storage. -Evaluate whether the facility is conducting appropriate daily, weekly, and monthly inspections. -Confirm there is an Automatic Tank Gauge (ATG) Quick Reference Card posted near the ATG. -Confirm an Annual Compliance Review has been completed within the last 12 months, or is scheduled.
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Fuel Locks and Caps: Are the fill caps and vent caps to the storage tank locked?
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Fuel Pumps: Locked when not in use. Electrical power to pumps disconnected during off hours.
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Fuel Delivery: Confirm the facility is able to furnish six months of completed fuel delivery checklists. If the tank is not electronically monitored, are fuel readings being done before and after fuel deliveries? Are the readings verified with the invoice received?
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Fuel Reclamation (if applicable): -Reference Best Practices--In-house, Third Party, and Truck Reclamation Folder for reclaiming fuel. -If location has a fuel reclamation unit, evaluate whether the employees operating the device are trained appropriately. -If location utilizes third party vendors confirm Branch has a copy of e vendor's certificate of insurance and verify that it meets the minimum requirements as set forth in the GRS Master Services Agreement. -Ensure fuel reclamation is conducted in a safe manner: proper vehicle spacing, area free of ignition sources, vehicle not left unattended while refueling, no plug wires removed to defuel, defueler has appropriate PPE (safety glasses, nitrile gloves), etc. -Evaluate awareness of policy that Black Rhino reclamation tanks should not be transported off-property unless empty.
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Fuel Card: Observe and evaluate whether or not to access is appropriately safeguarded, if applicable. -Physically verify fuel cards maintained by the Branch -Discuss and evaluate proper safeguards for storing and reconciling all cards -Discuss the use/sharing of individual fuel card PINs
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Additional Notes:

Truck Wash/Service Area: Considerations

Observe and evaluate the Branch's wash and maintenance area. Consider the following information and record any pertinent facts in the spaces provided below. Please indicate whether or not procedures have been met.
Used Oil: -Confirm all used oil containers and transfer pipes are labeled with the words "USED OIL". >Except: In MA they should be labeled "REGULATED RECYCLEABLE MATERIAL", "USED OIL FUEL", "and "TOXIC" and the date on which accumulation began in letters/numbers at least one inch (1") high. In CA they should be labeled "Used Oil" and "Hazardous Waste" and the date on which accumulation began. -Confirm the facility retains bill of ladings or manifests for the shipment of used oil for at least one year.
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Automobile Batteries: Confirm batteries are being stored and disposed of properly. -Confirm batteries are being stored upright, indoors (or under cover), in a cool location on a non-metal, curbed, and impermeable -Confirm that they are being recycled -Confirm they are not being stored for over one year -Confirm they are labeled "Spent Lead Acid Batteries for Reclamation" -In California, batteries must also be labeled with an accumulation start date
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Tires: -Confirm the facility does not store scrap tires on then ground or in an area exposed to precipitation -Confirm tires are kept out of rain where Mosquitos may breed -Confirm scrap tires are recycled
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Oil Filters: -Confirm drained filters are stored In a sealed container (drum) -Confirm drums are labeled as "DRAINED USED OIL FILTERS"
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Oil Absorbents: -Confirm oil soaked absorbents are stored in a sealed, leak-proof container -Confirm the container is labeled "OIL ABSORBENTS"
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Oily Shop Rags: -Confirm oily shop rags are stored in a sealed, leak-proof container -Confirm container is in a location protected from the weather -Confirm container is labeled as "Contaminated Shop Towels Only" or "Used Rags for Laundering"
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Antifreeze: -Confirm it is stored in closed containers, on an impermeable concrete surface (CA limits storage time to 180 days) -Confirm containers are labeled as "Used Antifreeze"
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Waste Fuel: -Confirm waste fuel is stored in containers that are placed in secondary containment away from ignition sources -Confirm it is managed as a hazardous waste -Confirm waste gasoline must be labeled as "Hazardous Waste"
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Spill Prevention Control & Countermeasure: -Confirm there is a Fuel System Emergency Response Plan available. Inquire if employees who use the fuel system know how to respond to emergencies -Does the facility have aboveground storage of oil products (gasoline, diesel, new and used oil, gasoline reclaim tanks) in excess of 1320 gallons in all combined tanks and drums? -If yes: Does the facility have a signed and executed Spill Prevention Control and Countermeasure Plan on site? -If yes: Does the list of storage areas in the Plan match the size and locations of storage areas at the facility? -Does the facility perform documented monthly inspections of all storage areas? -Does the facility perform documented training of all personnel handling oil or fuel?
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Spill Kit (if applicable): Is the spill kit easily identifiable, readily accessible, and fully stocked? -If spill kit is required by the SPCC plan, review the plan and evaluate whether it is in compliance with the guidelines established for the facility
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Hand Wash/Bucket Wash/Pre-wash Area: -Evaluate whether the Branch is adequately equipped with supplies that are organized, properly stored, labeled, and easily accessible -Is the eye wash station and relevant personal protection equipment available -Evaluate whether wash areas are in compliance with city ordinances (i.e., covered wash area) and do not directly flow to storm drains
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Automated Wash Area (if applicable): Observe and discuss with personnel if equipment is working properly and well maintained. -Evaluate whether the truck wash drain is connected to an oil/water separator -Evaluate whether backflow preventers are tested annually (if required) -Evaluate whether all truck wash wastewater is contained within wash bay (not allowed to enter storm drain)
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Oil/Water Separator (OWS): If OWS is present: -Evaluate whether the OWS is maintained on a routine basis -Evaluate whether the facility has at least 2 years of maintenance records If OWS is not present: -Evaluate whether water is discharging into a sanitary drain and not into the parking lot, area, landscape, or off property
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Pre Rental Inspection: -Observe Branch employees: Inspecting vehicles and tire condition; checking fluid levels -Review Branch Plan for ensuring necessary repairs are performed prior to next rental
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Equipment: Evaluate whether needed equipment (i.e., tire pressure gauge, tread depth gauge, access to compressed air) is present and available
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Bulk Containers: Evaluate whether bulk containers (e.g., wash soap, windshield washer fluid, etc), are maintained in accordance with Group operational standards.
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Additional Notes:

Branch-Appearance/Safety: Considerations

Inspect and evaluate the condition and upkeep of the Branch, including, but not limited to, the characteristics in the section below. Record any pertinent facts in the spaces provided below. Please indicate whether or not procedures have been met.
Parking Lot Condition: Evaluate whether there are any potholes or cracks that need to be repaired to extend the life of the lot and/or whether they would be considered a hazard.
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Parking Lot Stalls: Evaluate whether parking lot stalls are appropriate and are clearly striped.
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Parking Lot Flow: Evaluate whether signage for returns are clearly marked and maximizes forward drive movement.
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ADA Accessibility: Determine if ADA accessibility is available to parking, building, entry, and restrooms (i.e., available disabled parking stall, ramps where appropriate, hand rails in restrooms). Ensure disabled parking spots are used appropriately. U.S. only.
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Landscaping: Evaluate whether landscaping is kept in good order and free of trash and debris.
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Building Condition: Determine if the building exterior is in good repair.
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Trade Dress: Evaluate Branch exterior appearance for consistency with the company marketing plan.
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Entrance/Exit Areas: Determine if areas are clean and in good repair.
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Hours of Operation: Determine whether hours of operation are posted on the entrance door and front gate, if applicable.
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Floors: Determine if flooring is clean and in good repair.
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Walls (Paint/Wall Coverings): Determine if walls are clean, in good repair, and free of nonstandard signage.
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Ceiling/Lighting: Determine if ceiling tiles are clean, where applicable, and lights are in good working order.
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Window Covers: Determine if window covers are clean and in good repair.
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Rental Counter/Customer Area: Evaluate for appropriate customer flow. Determine if lobby and customer traffic areas are free of any safety concerns or nonstandard signage.
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Product Information Brochure/Placard: Confirm the Branch has product information tri-fold brochures and placard containing information on optional products (i.e., CDW, PAI, PEC, SLP, and RAP) available and prominently displayed for rental customers.
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Signage: Determine if signage is clean and adequately lit with proper logo.
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Employee Office Area: Evaluate the overall cleanliness of furniture panels, chairs, and desks.
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Employee Break Room Area: Evaluate the overall cleanliness of break area and appliances (e.g., refrigerator, microwave, and coffee maker).
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Restrooms: Determine if they are clean, in good working order, and stocked with an adequate supply of paper products. Observe whether trash cans are being emptied and whether cleaning supplies are kept out of the restroom area.
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FQi: Review with Branch Manager their specific FQi scores and FQi management reports as it compares to the Group's score.
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First Aid Kit and Fire Extinguisher: Determine if the Branch is equipped with a properly stocked first aid kit and a fire extinguisher with a current inspection tag. Confirm both are stored in a visible and accessible location.
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ADA Accessibility/Health & Safety/Other Mandated Ordinances: Discuss Branch compliance with Operations prior to visit. Evaluate specific concerns with ADA accessibility, wastewater discharge, and potential safety hazards (i.e., eye wash stations, standing water, electrical issues, and slippery surfaces). -Is the Branch aware of and have access to the required Health and Safety plans (i.e., Hazardous Communication Plan, Emergency Action Plan, etc.)? -Observe postings of Material Safety Data Sheets (MSDS) and inquire if employees are knowledgable of the documentation contained therein. -Review most recent Safety Audit -Has required training been completed by employees (i.e., Hazardous Communication training, etc.)?
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Fixed Asset Inventory: Perform a fixed asset inventory. Document and retain results.
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Cost Reduction Opportunities: Discuss with personnel 'Green' opportunities, energy savings, and cost savings. Examples: specific light bulbs, on/off timers, motion sensors, wash bay water usage/recycle opportunities, and drinking water opportunities.
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Additional Notes:

Branch Personnel: Considerations

Observe and evaluate the physical appearance and interpersonal skills of Branch personnel, including, but not limited to, the following. Record any pertinent facts in the spaces provided below. Please indicate whether or not procedures have been met. Important: Any procedures involving inquiries/discussions should be verified or corroborated, as appropriate.
Employee Work Schedule(s): Review to determine if the employee work schedule adequately satisfies Branch operating needs and procedures for recording overtime. Discuss with Branch personnel whether work schedule allows for appropriate meal and rest breaks per Group standards; and if applicable, discuss compliance with state law. If DOT is applicable, determine if Branch has process for recording all non-time sheet employee hours. -Discuss daily approval of time sheets in Workforce Management (Infor/Workbrain) and use of Workbrain Alerts to monitor current week hours.
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Communication: Discuss with Branch personnel the effectiveness of communicate throughout the office (i.e., Branch meetings, policy memos, etc).
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Team Effort: Discuss with Branch personnel to determine if Branch promotes a team-working environment.
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Professionalism: Discuss with Branch personnel to determine if Branch promotes a professional environment.
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Employee Etiquette: Observe employee interaction with customers and other employees to determine if Branch employees are displaying proper employee etiquette.
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Reporting Awareness: Determine whether employees know their HR Generalist contact and upper Management and are comfortable reaching to him/her with any concerns.
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Clothing and Personal Appearance: Determine if employee appearance conforms to Company/Group standards.
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Training: Determine if training received to-date corresponds with each employee's current level of responsibility (e.g., sexual harassment, diversity awareness, security awareness).
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Transportation Security Administration (TSA): Determine Branch employee's familiarity of the TSA security guide. Have they received security awareness training? Is the guide available for all employees to reference?
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Maintenance Knowledge: Determine if Branch personnel's maintenance knowledge base related to medium duty trucks is adequate.
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T&E Policy Knowledge: Determine if Branch personnel are knowledgable of Group T&E policy and follow-up as deemed necessary.
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Marketing Plan: Review to determine whether or not it is consistent with the Group's philosophies/expectations. Discuss consistency of CRM updates and PDM process.
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Phone Service: Interview and observe employees to confirm they are practicing proper greetings (i.e., answering the phone "Enterprise Rent-a-Truck") and utilizing the appropriate sales techniques (e.g., special delivery) and scripts for taking reservations.
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Additional Notes:

Legal/Regulatory/Compliance: Considerations

Consider the following information and record any pertinent facts relating to legal/regulatory compliance issues, including, UST not limited to, the following. Please indicate whether or not procedures have been met. Important: Any procedures involving inquiries/discussions should be verified or corroborated, as appropriate.
Business Ethics: Confirm Branch personnel are aware of the proper channels of communication to report and/or discuss business ethics/practice concerns. Confirm Branch employees can identify business ethics committee members Are Branch personnel aware of the EthicsPoint hotline? EthicsPoint hotline for North America is 1-888-238-1483
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Legal/Regulatory Disclosures: Review to confirm that the required federal and/or state labor law posters are posted (i.e., EEOC, FLMA, FLSA, New Minimum Wage, Employee Polygraph Protection Act, worker's compensation, etc.). At a minimum, such postings should be posted at the main Branch (where a Level III Manager is housed and/or where area meetings and gatherings take place). Also, review Branch procedures to determine whether or not they comply with state and local laws/regulations (e.g., OSHA Disclosures, DW Disclosure, Child Passenger Protection Compliance, Business/Occupational License, etc).
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Outside Inquiries: Discuss with Branch personnel to confirm their understanding of Group policy for handling inquiries from law enforcement, news organizations, etc.
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Anti-Idling Procedures: Evaluate whether all applicable trucks on lot are in compliance with state and local anti-idling regulations. Evaluate whether personnel are aware of these regulations and best practices (i.e., no applicable trucks idling over 5 minutes [if applicable], 'no idling' signs posted, and any other Group specific procedures).
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Tax Compliance: Discuss with Branch personnel to determine if they understand how to handle different taxations for different transactions. In addition, discuss with Branch personnel procedures for obtaining tax-exempt certificates, when applicable. How is VLF, if applicable, explained to a customer?
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Concessionaire Agreement(s)/Integrated Supplier Alliance Agreement(s): Discuss business partner relationship with Branch personnel to determine if any agreements exist that require a concessionaire/alliance agreement. If so, review all related documents to determine if they conform to Corporate guidelines and are signed by an authorized individual.
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OFAC Procedures: Discuss with Branch personnel their knowledge and understanding of OFAC (e.g., perform an OFAC check). Evaluate whether Branch is in compliance with OFAC procedures and Group processes related to OFAC. Verify an OFAC is run on each new customer and a copy is maintained.
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Retail Truck Sale Process (if applicable): Evaluate whether the Branch is following necessary guidelines and government requirements.
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Fax Coversheets: Confirm fax coversheets include an 'opt-out' notice that is concise and apparent to a reasonable consumer.
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Additional Notes:
Overall Branch Evaluation Summary:

Optional Procedures: This step has been made optional and is not required. Business Management should decide whether a cash count is warranted based on Branch history as it relates to cash (i.e., Branches with higher percentages of cash transactions generally present greater risks or a history of cashbox shortages).

Petty Cash Procedures

Consider the following information and record any pertinent facts in the spaces provided below, of indicate "nothing noted" or n/a.
Reconcile the petty cash box
Examine customer checks, if any, for evidence of restrictive endorsements
Review chits
Examine safe contents
Conclusion: Record your overall conclusions regarding Branch petty cash procedures: