Operational Excellence : Payment Experience - GM

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

SET UP

• Has the staffing resource been reviewed and recently updated using the suggested tools I.e Till Model Builder ?

  Yes

  No

  N/A

• Are the right consumables located at each tillpoint ? <br>

  Yes

  No

  N/A

• Is only corporate decor being used at tillpoint so I.e. No homemade .

  Yes

  No

  N/A

• Are till point products laid out to business guidelines ?

  Yes

  No

  N/A

• Is there an Admin SLA in place for cash management procedures ?<br>

  Yes

  No

  N/A

• Is there an operations SLA in peace doe consumable replenishment ?

  Yes

  No

  N/A

MANAGING

• Are additional tills being opened in the right order to meet customer demand ?<br>

  Yes

  No

  N/A

• Are customer and colleague queries being answered efficiently and effectively ?

  Yes

  No

  N/A

• Is someone owing the daily management of your payment experience ( sec co ) ?<br>

  Yes

  No

  N/A

• Are your tilling standards being reviewed daily news?

  Yes

  No

  N/A

• Are tills kept clean and clutter free throughout the trading day ?

  Yes

  No

  N/A

• Are all till queuing systems turning at the head of the queue , guiding the customer along the queue merchandiser ?

  Yes

  No

  N/A

• Are hangers segregated to support the CSD where appropriate ?

  Yes

  No

  N/A

• Are reprocessed items being returned efficiently ? How regularly is repro cleared ?

  Yes

  No

  N/A

• Is there an SLA in place with operations for basket and hanger replenishment ?

  Yes

  No

  N/A

OPERATING

• Are all tender methods being processed correctly ? ( refer to LPI scores as necessary )

  Yes

  No

  N/A

• Have all members of the GM team been trained in general new transaction flow ? ( post May / June training only )

  Yes

  No

  N/A

• Can all members of the GM team demonstrate he new transaction flow when serving a customer ? ( post May / June )

  Yes

  No

  N/A

• Yes

  No

  N/A

MAINTAINING

• Are all tills on GM operational?

  Yes

  No

  N/A

• Is correct decor ( not homemade ) being disused to going hr to customers any tills which may not be in operation ?

  Yes

  No

  N/A

• Are self help guides being used to support the maintenance of tills and problem solve ?

  Yes

  No

  N/A

• Are all logs to IT being tracked with a log number and followed up ? <br>

  Yes

  No

  N/A