Information
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Document No.
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Audit Title
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Client / Site
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Conducted on
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Prepared by
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Location
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Personnel
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Select date
Customer
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Dotcom Customer Measure target is achieved <br>The Dotcom Customer Measure Report and the Weekly Stores Report shows the measure is achieved
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Customer complaints are reviewed and all refunds have been completed <br>All issues are dealt with within 24 hours, Refunds are completed within 48 hours. Refunds over £20 are authorised by a manager.
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The bottom 5%-10% of Personal Shoppers are being coached on quality/missing items/complaints and substitutions <br>The Personal Shopper Performance Report is used to monitor and review progress
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The bottom 5%-10% of Personal Shoppers are being coached on pick rate performance <br> The Personal Shopper Performance Report is used to monitor and review progress
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Customer Delivery Assistants are being coached on ‘Deliver on Time’ <br>The Customer Delivery Assistant Performance Report is used to monitor and review progress
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The Customer Viewpoint has been reviewed and an action plan is in place <br>The Customer Viewpoint is green
People
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Team 5 has been completed daily Evidence can be provided that Team 5 briefings happen daily. <br>All Customer Delivery Assistant receive a daily Team 5 before they leave the store.
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Colleagues are dressed to impress and are wearing a name badge <br>Company uniform is worn and in good condition
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Training and reviews have been actioned as per the store’s plan <br>All training and reviews are up to date
Payroll
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Payroll is delivered within Forecast/Budget <br>Total payroll is achieved based on forecast as shown on the Weekly Stores Report
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Pure pick rate is achieved <br>Weekly Stores Report shows pure pick rate is achieved against target
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Dotcom schedules are planned two weeks in advance <br>Schedules are available for review and reflect forecast and trading patterns. All van shifts are covered.
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Department schedule is correct and colleagues are working the correct shift patterns <br>All colleagues are assigned to the correct department, have the correct job code and shift pattern.
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Review the Holidays booking Targets
Operations
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Van Record Books are completed and checked and signed by Dotcom Manager /Store Manager <br>All defects and next steps are actioned daily and signed off when completed
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Safer Driving Reports – ‘Stop’ report has been actioned daily <br>The Duty Manager has reviewed the ‘STOP’ report and actioned all recommendations with the relevant Customer Delivery Assistants. The report is printed, signed and filed.
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Accident Review Board (ARB) review has been completed weekly <br>All incidents have been reported in the Van Record Book
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All preventable incidents as shown on the Accident Review Board have been actioned. <br>There is evidence that appropriate action has been taken
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The REACH device is being used by every Customer Delivery Assistant for every trip <br>The CDA Performance Report shows all Customer Delivery Assistants with 95% REACH usage or above. The Customer Delivery Assistant Team 5 shows the previous day REACH usage as more than 95%.
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Random van searches have been completed and logged <br>All searches are logged in the Staff Search Record this and searches are actioned daily
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Van cleaning routines are in place and followed <br>Interior and exterior cleaning is recorded in the Van Record Book and spot checks are carried out to audit standards
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Tray audits have been completed daily <br>Review audit paperwork (should be filed for 4 weeks)
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All equipment is working and any broken or damaged equipment has been logged <br>Evidence that all issues have been logged. Escalation process are followed for issues outside service level agreement
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Clean green trays are always available for the department and any dirty ones are sent back for cleaning as per the store process <br>Enough clean trays are present in the department and dirty ones are highlighted and returned for cleaning
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The Dotcom backroom and yard is clear of rubbish and returned products.<br>RUMBLE occurs throughout the day.
Benefits
Concerns
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RAG for the week
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