Department Head

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

GM/GRM

• Are they Asking the 3 critical questions on return? How was our customer service? What could we have done better? How can I make it up to you?

  Yes

  No

  N/A

• Is the quarterback plan being executed?

  Yes

  No

  N/A

• Can the MT's show you their road map and are they up to date?

  Yes

  No

  N/A

• Is the team demonstrating the behaviors of excellence? Handshake, Smile, Positive attitude, and Enthusiasm.

  Yes

  No

  N/A

Fleet/Remarketing

• Do they know where their DE% is for month?

  Yes

  No

  N/A

• Deletes Damage Free (No Damage outside elevator)

  Yes

  No

  N/A

• Deletes Clean (take pics of a couple)

  Yes

  No

  N/A

• Add media

  Media

• Tires above 3/32nd on tread depth (measure at least 3 tread line)

  Yes

  No

  N/A

• VIC devices secured in BRM office or safe (Airports Only)

  Yes

  No

  N/A

Business Management/Risk/VR

• Vehicle condition: TIRES, GM key configuration, damage on the vehicle, cleanliness, any personally identifiable information in the car (contracts in the glove box).<br><br>

  Yes

  No

  N/A

• Protecting customer information: No contracts in waste bins, locking contract drawers, no personal information left in vehicles<br><br>

  Yes

  No

  N/A

• Organization of fleet/keys and follow up: Shop, LOFR, and Recall captains. Separating keys of affected vehicles<br><br>

  Yes

  No

  N/A

• Underwriting: Looking at contracts (specifically non-credit card rentals) to see if we got all of the necessary information. If at an airport location where we don’t take bills, ask employees what they are asking for if someone has a debit card (return flight itinerary)/listen to conversations with customers.

  Yes

  No

  N/A

• Trunk to Trunk inspections: Home city locations – walking around the car with the customer, starting at the trunk, using the damage evaluator, going clockwise, hitting all 4 corners in the umpire position, check the roof, rockers, close the trunk at the end. At airport locations, make sure we are listening to the conversations with the customers at the counter (expectations for picking up vehicle and our check in process when vehicles are returning).

  Yes

  No

  N/A

HR/Training

• Take a look at compliance posters (are they the right year, do we have state and federal postings up).

  Yes

  No

  N/A

• Where they are at in the their Roadmaps and what they are working on for monthly or PDM goals.

  Yes

  No

  N/A

• Duty Roster and lunch schedules – Is there one?

  Yes

  No

  N/A

• Are you having fun?

  Yes

  No

  N/A

Operations

• Building is properly maintained and meets company standards (take pic)

  Yes

  No

  N/A

• Add media

  Media

• Customer waiting area is properly maintained and meets company standards (take pic)

  Yes

  No

  N/A

• Add media

  Media

• Restrooms is properly maintained and meets company standards (take pic)

  Yes

  No

  N/A

• Add media

  Media

• Vehcicle wash area is properly maintained and meets company standards (take pic)

  Yes

  No

  N/A

• Add media

  Media

• All employee area are properly maintained and meets company standards (take pics)

  Yes

  No

  N/A

• Add media

  Media

• Transaction area is properly maintained and meets company standards (take pics)

  Yes

  No

  N/A

• Add media

  Media

Business Rental

• Are Corporate rewrites done? (have manager go into call backs and show you)

  Yes

  No

  N/A

• Tell me about your efficiency process with corp deliveries (Home city) or FBO deliveries (Airports/ Home City)

  Yes

  No

  N/A