OSP Trip Audit - FY2017-2018 (360) - KPI ADDON

• Accompanied audit conducted by

• Engineer Name

• Conducted on

  Date
• Location
  Address

• Targets currently met within your Efficiency Scores?

  Select FTFR Machines/Day Inventory Accuracy Inv. Turns On Site %

  • FTFR
  • Machines/Day
  • Inventory Accuracy
  • Inv. Turns
  • On Site %

• What corrections will you make to improve areas below target?

• Targets met within your Commercial Scores?

  Select Sales Leads Submitted Sales Leads Won NPS Contract /Renewal Contract/New

  • Sales Leads Submitted
  • Sales Leads Won
  • NPS
  • Contract /Renewal
  • Contract/New

• What corrections will you make to improve areas below target?

PPE Audit

• Audit the engineer PPE indicate the items in their possession.

  Select Safety Shoes Hard Hat Bump Cap Safety Glasses High Vis Jacket Cut resistant Gloves Electrical Lock Out Boilersuit

  • Safety Shoes
  • Hard Hat
  • Bump Cap
  • Safety Glasses
  • High Vis Jacket
  • Cut resistant Gloves
  • Electrical Lock Out
  • Boilersuit

• Were required PPE items available, worn and in good working order as per Domino safety policy?

  Consistently

  Yes

  No

• Enter the required PPE and create a follow up task to replace

Engineer Visual Impact

• Does the engineer's personal appearance meet the expected standard?

  Consistently

  Yes

  No

• Which specific issues are considered to be below standard?

  Uniform

  Personal grooming

  Appearance general

• Record detail of the below standard issues.

• Has the vehicle been serviced in-line with the service schedule?

  Consistently

  Yes

  No

• IT IS A COMPANY REQUIREMENT THAT ANY VEHICLE IS KEPT CLEAN AND SERVICED, FAILURE TO DO THIS COULD LEAD TO DISCIPLINARY ACTION AND COSTS FOR REPAIR CAN BE LEVIED TO THE USER.

Administration records:

• Has the engineer submitted weekly Paperwork timely and accurately?

  Consistently

  Yes

  No

• WEEKLY TIME SHEETS ARE REQUIRED TO ENSURE OPEX IS ACCURATELY MONITORED AND CONTROLLED WITHIN THE CHANNEL BUDGET, DELAYED CLAIMS MAY NOT BE RECOGNISED FOR PAYMENT AT THE DISCRETION OF THE CHANNEL SERVICE MANAGER.

• Is the Cell Control device and phone app installed, charged and functioning properly?

  Consistently

  Yes

  No

• PLEASE TAKE NOTE THAT YOUR SAFETY IS AT RISK IF CELL CONTROL IS NOT ACTIVE. DOMINO CONSIDERS YOUR SAFETY TO BE IMPORTANT! YOU SHOULD AS WELL! THANK YOU.

Training and Development Records

• Have you completed any training since the last review, Technical, Systems, H&S, interpersonal skills.

  Select Technical H&S System None Interpersonal Skills

  • Technical
  • H&S
  • System
  • None
  • Interpersonal Skills

• Record the Format of Training

  Select Academy Course Workshop Training On-Line knowledge

  • Academy Course
  • Workshop Training
  • On-Line knowledge

Onsite Protocol Adherance.

• Job Type observed

  Select Installation Repair Preventative Maintenance Health Check Training

  • Installation
  • Repair
  • Preventative Maintenance
  • Health Check
  • Training

• Does the engineer properly prepare for installations? Do they review all Sales order information available on Salesforce including whether a contract was sold and discuss with the account manager any concerns?

  Consistently

  Yes

  No

• Has the engineer reviewed the scheduled WO detail.

  Consistently

  Yes

  No

• Has the "Call Ahead" been completed prior to scheduled visits?

  Consistently

  Yes

  No

• Has the engineer reviewed the account history and any site specific requirements?

  Consistently

  Yes

  No

• Did the engineer sign in and meet with the customer representative to understand the current situation?<br><br>

  Consistently

  Yes

  No

• Did the engineer establish the customer's concerns and expectations, then deliver a course of action to the customer?

  Consistently

  Yes

  No

• Did the engineer assess/confirm the billing type for the call?

  Consistently

  Yes

  No

• Did the engineer get customer acceptance of his action plan?

  Yes

  No

  N/A

• Did the engineer prepare the work area and assess the specific application?

  Consistently

  Yes

  No

• Did the engineer use repair protocol and checklists during the repair?

  Consistently

  Yes

  No

• Did the engineer have the correct tools and spares available?

  Consistently

  Yes

  No

• Did the engineer follow "change call" procedures (broken call, set return visit, call escalation, etc) if the printer could not be completed in one visit?

  Consistently

  Yes

  No

  N/A

• Did the engineer perform health checks on other available printers?

  Yes

  No

  N/A

• Did the engineer clean the area of the printer upon completion of the repair?

  Consistently

  Yes

  No

• Was a Customer Signature captured on the Service Report.

  Consistently

  Yes

  No

• A SIGNATURE FROM THE CUSTOMER REPRESENTATIVE IS CRUCIAL FOR THE BUSINESS TO LEGALLY INVOICE AGAINST THE T&M LINES

• Does the work description include fluid type and batch numbers for each CIJ printer worked on?

  Yes

  No

  N/A

• Fluid Type and batch numbers are crucial to our ability to record trends or batch issues, it's important the details are populated within the Service Report for our records.

• Does the work description include symptoms found, measurements taken, specific items replaced / adjusted, any further actions required to repair. Also include names of customer employees you spoke with, if they directed you in any manner, or had any other concerns. Document any other "events" that occurred pertaining to the service or printers as required?

  Consistently

  Yes

  No

• Accountability + Technical Excellence + Super Communications = World Class Service!

Commercial Activity

• Has the engineer recorded business intelligence such as competitor equipment trials, new lines, customer contact changes ?

  Consistently

  Yes

  No

  N/A

• Has the engineer recorded sales leads for capitol equipment

  Consistently

  Yes

  No

  N/A

• Has the engineer generated Planned Maintenance work?

  Yes

  No

  N/A

• Has the engineer discussed service support with the customer, including service agreements, technical training, dominoeservice, BuyDomino, 24/7 phone support, OSHA Certified with weekly safety discussions and their benefits?

  Consistently

  Yes

  No

• Has the engineer completed all paperwork and closed the service call within 24 hours (if complete)?

  Consistently

  Yes

  No

• Has the engineer thanked the customer and sent a copy of the service report to the customer?

  Consistently

  Yes

  No

• Has the engineer submitted minor repair quotations?

  Yes

  No

  N/A

• Has the engineer identified customer training opportunities?

  Yes

  No

  N/A

• Obtain a signature below from the engineer to accept the content and agree actions required following the audit.

  Sign

• Managers Signature entered below to Sign off content and agreed actions.

  Sign