OPERATIONS MANAGERS Store Visit Guide

• Store Name:

• Store Number:

• Conducted on

  Date

• OPERATIONAL EXCELLENCE IN STORES
  
  OPERATIONS MANAGERS Store Visit Guide
  
  
  Preparation for the Day:
  o Ensure Store Manager and Workshop Controller are rostered on at the store.
  o If required, inform the store manager of your visit and them structure breaks to facilitate a successful day.
  
  Resources:
  o Tyre depth gauge
  o Safety glasses
  o iPad
  o Visual standards guide / DriveOnline
  o Store Action Plan
  
  Eyes Wide Open:
  Throughout the day please observe and listen for the following to help you create actions to improve your business:
  o Ensure we are constantly observing great safety behaviours, i.e. Safety Glasses being worn and TM's are following Five to Stay Alive procedures.
  o Ensure TM's are acknowledging customers and using the 2 Metre Rule - it's ok to say G'Day.
  o Check TM's are using Clean As You Go (CAYG).
  o Observe and listen to examples of X-Shop.
  o Listen for correct telephone technique.
  o Ensure seat covers and floor mats are being used.
  o Determine the culture, atmosphere, environment and team morale is reflective to our Vision, Values and Circle for Success.
  o Check that TM's understand and can demonstrate behaviours to bring the Vision, Circle for Success and Values to life.
  o Do TM's understand how their store is performing?
  o Check TM's have an understanding of store results, focuses and action plans.
  o Do TM's understand the bonus system?
  
  Discuss how the day will flow with the SM and the TM's know that you are here for the day so if TM's have anything they want to discuss with the OM, you are available.
  
  
  
  
  
  

ARRIVE AT STORE

• • Is the Store Ready for business? <br>

  Yes

  No

  N/A

• • Perimeter check
  o Walls and signage in good condition, free from graffiti and cobwebs
  o Roller doors/bifolds clean and in good condition
  o Forecourt and garden clean, free from litter, weeds and trolleys
  o External entry swept
  o Reception canopy and bollards in good condition
  o Windows, frames and blinds in good condition
  o Reception door in good condition
  o Address any safety issues

• • Reception
  o Sign in to the Register and review sign in procedures are being followed
  - Check Contractor Induction Cards and Work Method Statements sign off from your last visit
  - Sign in and check TM initial
  o Walls, windows, floors and mats clean and flat
  o Counter in good condition and only business cards displayed
  o Ceiling and lights operational
  o furniture in good condition and clean (no stools)
  o All marketing point of sale set up to date and ready for business
  o Business certificates and licenses on display as per legislation

• • Check TMs meet personal presentation standards

• • Workshop
  o Observe pre-operational equipment checks are conducted as per Verified?
  o Floors and walls clean and clear of any obstacles
  o Lights operational
  o Are tyres sorted appropriately?
  o Rubbish bins clean and not overflowing
  o Identify any Safety issues and take appropriate action
  o Fire exits clear

• • Equipment
  o All equipment presentable
  o Tool cabinets are safe and presentable
  o Guards on all equipment required such as bench grinder and brake lathe?
  o Benches clean and free from clutter
  o Oil racks and tanks presentable
  
  
  

• • Parts Room/Lunchroom/Changeroom/Toilets
  o Check any safety issues and take appropriate action
  o Check and address any other concerns
  o All TM's have signed into Attendance Register

COACHING - CUSTOMER INTERACTION

• Work shoulder-to-shoulder with SMs, TSA's, WC's (ASM's) to appraise level of
  Customer engagement. Gather live examples of face-to-face and telephone customer
  Interactions. Use this information as a basis for coaching later in the day.

• • Is face-to-face customer interaction friendly? <br>o Greeting and customers acknowledged<br>o Eye contact<br>o Tone of voice and body language<br>o Appropriate Pace/Tempo<br>o Are TMs going to the car when appropriate (minimum every tyre customer)?

  Yes

  No

  N/A

• • Is communication clear? <br>o Determining customer and vehicle requirements thru open-ended questions<br>o Timelines agreed<br>o Authorisation from customers received unless dropped off prior to open or after close<br>o Are invoices explained to customers and presented in invoice wallet with relevant brochure Inc. <br>o Customers thanked

  Yes

  No

  N/A

• Are we capturing email addresses?

  Yes

  No

  N/A

• • Is the telephone technique being effectively used and is there passion for the sale? <br>o Are we converting telephone enquiries into bookings?<br>o Are we following our technique? <br>o Is the tone friendly, engaging and showing passion for the sale?

  Yes

  No

  N/A

• • Is the electronic booking system being used effectively? <br>

  Yes

  No

  N/A

• • Are TMs engaging in X-shop, and using urgency to obtain the booking now, today or tomorrow (NTT)? <br>o Do you mind if I ask where you get your vehicle serviced?<br>o Would you like me to book you in? <br>o Have you had any prices elsewhere? <br> <br>

  Yes

  No

  N/A

• • Are all selling aids and times guides open on Movex and in use? <br>o Tyre selector<br>o Navigator/Smart Quote<br>o Boyce

  Yes

  No

  N/A

COACHING - WORKSHOP FLOW AND VEHICLE INSPECTIONS

• Discuss with the WC / SM the flow of the workshop for the day.
  Use this feedback as a basis for coaching the SM later in the day.

VEHICLE INSPECTIONS

• • Are all vehicles on the premises in Movex?

  Yes

  No

  N/A

• • Are quality vehicle inspections (VI) being performed as per KTAS WAY vehicle Inspection SOP? <br>o Are the Simple Yet Significant principles being applied? Seat cover, floor mat, radio off etc<br>o Observe jobs are allocated to correct TMs<br>o Has the VI been followed and completed in full? <br>o Ask TM to explain what they are working on and what they have identified on the VI?<br>o Identify all opportunities have been reported<br>o Has the Next Service Due been collected on the VI report(NSD)

  Yes

  No

  N/A

• WORKSHOP FLOW<br>• Is the workshop organised and the day flowing smoothly? <br>o Observe vehicle inspections are being returned to reception for quoting in a timely manner<br>o Observe for teamwork and communication<br>o Observe for mentoring of the apprentices/s<br>o Observe jobs are being prioritised to agreed time frames

  Yes

  No

  N/A

• OM to complete a Vehicle Inspection Report Spot Check. Quality Control.

COACHING - SELLING THE VEHICLE INSPECTION

• Review a minimum 10 VIs from previous jobs which is a mix of servicing,
  tyre and mechanical. Use this information as a basis for coaching later in the day.

PRE-INTERACTION

• • Has the VI has been qualified? <br>o Has the VI been reviewed at Vehicle<br>o Has the service history of the vehicle been checked<br>

  Yes

  No

  N/A

• • Are the pricing principles being used to establish invoice quotes? <br>o Observe that the KRRP is being used and all parts are listed<br>o Observe Navigator is used to price jobs<br>o Observe the use of the Mark Up Guide<br>o Observe the use of the Boyce time guides<br> <br>

  Yes

  No

  N/A

• • Has the work advised from the VI been prioritised?<br>1. Safety<br>2. Customer Concerns<br>3. Order of Importance<br>4. Customer’s Schedule

  Yes

  No

  N/A

CUSTOMER INTERACTION (SALES)

• • Are we following the customer interaction cycle as per Essential Selling Skills? <br>o Observe greeting the customer<br>o Observe explaining and making the presentation<br>o Observe an effective close

  Yes

  No

  N/A

• • Are we effectively communicating our recommendations to customers? <br>o Listen to tone of voice and desire to obtain any extra recommended work<br>o Confirm call is conducted with empathy and meets customer needs<br>o Confirm we have met our obligations of informing the customer of all work identified on the VI<br>o Observe confidence with overcoming price/trust/time objection<br> <br>

  Yes

  No

  N/A

• • Are we following the KTAS purchasing policy for all parts purchases? <br>o Review and discuss Navigator performance and any barrier<br>o Review and discuss last period’s RPM and any issues with Repco<br>

  Yes

  No

  N/A

COACHING - OPERATIONAL EXCELLENCE IN STORE PRESENTATION

• • Complete the Walkthru on iAudit.
  • Refer to Visual Standards Guide, located on Drive.

EXTERIOR

• Walls and signage in good condition, free from graffiti and cobwebs<br> <br> <br>

  Yes

  No

  N/A

• Roller doors/bifolds clean and in good condition<br> <br> <br>

  Yes

  No

  N/A

• Forecourt and gardens clean, free from litter, weeds and trolleys

  Yes

  No

  N/A

• Designated smoking area clean

  Yes

  No

  N/A

• Ute clean, reverse parked, tonneaux cover intact and tray empty

  Yes

  No

  N/A

• External entry swept

  Yes

  No

  N/A

• Reception canopy and bollards clean and in good condition

  Yes

  No

  N/A

• Windows, frames and blinds in good condition and free from fingerprints

  Yes

  No

  N/A

• Reception door clean, in good condition and with push/pull signage

  Yes

  No

  N/A

• Trading hours in good condition

  Yes

  No

  N/A

RECEPTION

• Floors and mats clean

  Yes

  No

  N/A

• Walls, windows and stainless steel trims clean

  Yes

  No

  N/A

• Counter clean, in good condition and only business cards displayed

  Yes

  No

  N/A

• Ceiling, lights, a/c vents and units clean

  Yes

  No

  N/A

• Furniture clean and in good condition

  Yes

  No

  N/A

• Brochure holder clean and layout as per marketing communications

  Yes

  No

  N/A

• A1 posters clean and layout as per marketing communications

  Yes

  No

  N/A

• Only nationally approved point of sale and collateral displayed

  Yes

  No

  N/A

• Business certificates displayed as per legislation

  Yes

  No

  N/A

COUNTER

• Clean and clear of clutter and stickers

  Yes

  No

  N/A

• Shelves and drawers are neat and tidy

  Yes

  No

  N/A

• Telephones and EFTPOS clean and in good condition

  Yes

  No

  N/A

• Computer equipment (including hard drive) in good condition and correct air flow

  Yes

  No

  N/A

MANAGERS WORKSTATION

• Clean and clear of clutter and stickers

  Yes

  No

  N/A

• Furniture and equipment clean and in good condition

  Yes

  No

  N/A

LUNCH ROOM

• Floor and walls clean

  Yes

  No

  N/A

• Ceilings, lights, a/c vents and units clean

  Yes

  No

  N/A

• Furniture clean and in good condition

  Yes

  No

  N/A

• All appliances clean and in good condition (fridge, microwave, toaster, fire extinguishers)

  Yes

  No

  N/A

• Sink and cupboards clean and dishes washed

  Yes

  No

  N/A

• Noticeboards clean and as per current layout located on Drive online

  Yes

  No

  N/A

• Stickers removed and only appropriate literature available

  Yes

  No

  N/A

CHANGEROOM

• Floors and walls clean

  Yes

  No

  N/A

• Ceiling and lights clean and in good condition

  Yes

  No

  N/A

• Lockers clean and free from stickers

  Yes

  No

  N/A

• Uniforms and clothing stored neatly

  Yes

  No

  N/A

TOILETS

• Floors, walls and door clean and in good condition

  Yes

  No

  N/A

• Ceiling, lights and vents clean and in good condition

  Yes

  No

  N/A

• Sink and mirror clean and in good condition

  Yes

  No

  N/A

• Toilet is clean, hygienic and in good condition

  Yes

  No

  N/A

PERSONAL PRESENTATION

• Hair, beards, moustaches (including style and colour) and makeup meets personal presentation standards

  Yes

  No

  N/A

• Name badges worn by SMs, TSA's and WC's - opposite to KTAS logo

  Yes

  No

  N/A

• Jewellery, body piercings and tattoos meets personal presentation standards

  Yes

  No

  N/A

• Protective clothing and work boots meets business operational standards

  Yes

  No

  N/A

• Personal hygiene meets personal presentation standards

  Yes

  No

  N/A

WORKSHOP

• Floors clean and clear of any obstacles

  Yes

  No

  N/A

• Walls clean, in good condition and only approved signage displayed

  Yes

  No

  N/A

• Lights and fans clean and in good condition

  Yes

  No

  N/A

• Rubbish bins clean and not overflowing

  Yes

  No

  N/A

• Airlines rolled up when not in use (trip hazard)

  Yes

  No

  N/A

EQUIPMENT

• Hoists clean and in good working order

  Yes

  No

  N/A

• All tyre equipment free from dust, dirt and in good working order

  Yes

  No

  N/A

• Brake lathe and grinder free from dirt, dust and in good working order

  Yes

  No

  N/A

• Spring compressor and transmission jack free from dirt, dust and in good working order

  Yes

  No

  N/A

• Equipment cupboards clean, organised and in good condition

  Yes

  No

  N/A

• All other equipment free from dirt, dust and in good working order

  Yes

  No

  N/A

• Tool cabinets clean, in correct location and no inappropriate decals

  Yes

  No

  N/A

• Benches clean and free from clutter

  Yes

  No

  N/A

• Oil racks, drainers and tanks clean and free from clutter

  Yes

  No

  N/A

BATTERY RACK

• Battery rack clean, organised and spill tray in place

  Yes

  No

  N/A

PARTS ROOM

• Floor, door and walls clean and in good condition

  Yes

  No

  N/A

• Lights clean and in good condition

  Yes

  No

  N/A

• Shelves clean and organised

  Yes

  No

  N/A

• Compressor clean and dust free

  Yes

  No

  N/A

TYRE RACKS

• Tyres correctly stored and all aisles clear

  Yes

  No

  N/A

• Safety signage in place as per standards

  Yes

  No

  N/A

• Ladder to tyre storage area clear

  Yes

  No

  N/A

TYRE SCRAP/WASTE ENCLOSURE

• Old tyres laced together

  Yes

  No

  N/A

• Scrap metal and batteries in correct bins

  Yes

  No

  N/A

• Floors clean

  Yes

  No

  N/A

ADDITIONAL FEEDBACK and COMMENTS

• STORE MANAGER

  Sign

• OPERATIONS MANAGER

  Sign

• RATING SCALE
  
  LOW = 90% & above
  MODERATE = 75% to 89.99%
  HIGH = Under 75%