Personal Development Plan

• Engineer's Name

• Conducted on

  Date

• Prepared by

• Location
  Address

CURRENT PERFORMANCE LEVEL

• RFT Score (target 95%)

• Revisit % (target 30 day <1% and 90 day <4%)

• Completion % (target >96%)

SELF ASSESSMENT

• THINK ABOUT ALL ASPECTS OF YOUR ROLE AND IN YOUR OWN OPINION RATE YOURSELF IN THE FOLLOWING AREAS:

• Team Work

• What are your strengths in this area?

• Where do you think you could improve?

• Health and Safety

• What are your strengths in this area?

• Where do you think you could improve?

• Quality of Workmanship

• What are your strengths in this area?

• Where do you think you could improve?

• Communication with Customers

• What are your strengths in this area?

• Where do you think you could improve?

• Customer Interaction

• What are your strengths in this area?

• Where do you think you could improve?

• Demonstration of STB and On Demand

• What are your strengths in this area?

• Where do you think you could improve?

• Demonstration and Activation of MySky, Sky Go and other Apps

• What are your strengths in this area?

• Where do you think you could improve?

• Overall Level of Customer Service

• WHAT IS THE ONE KEY THING YOU DO TO PROVIDE GREAT CUSTOMER SERVICE?

• Revisits/SEG30's

• What are your strengths in this area?

• Where do you think you could improve?

• Reading and Responding to Email Messages

• Chatter

• Google Drive

• Comments:

• Van cleanliness

• What are your strengths in this area?

• Where do you think you could improve?

• All Aspects of DriveSafe

• What are your strengths in this area?

• Where do you think you could improve?

• MFT Usage

• What are your strengths in this area?

• Where do you think you could improve?

• -

• WHICH AREAS WOULD YOU LIKE TO FOCUS ON?

• What can you do to improve Revisits?

• What can you do to improve Completions?

• Please add as many pictures as necessary to develop a coaching plan

  Media

GOING FORWARD...

• What is the improvement going to be?

• How will performance be measured? Example: NPS Data, Cust Feedback, DriveSafe Report, HomeSafe Observations...

• What will you do to support this coaching plan?

ENGINEER COMMITMENT

• Has this improvement plan been agreed?

• Do you fully understand what you need to do to improve your performance?

• HOW COMMITTED ARE YOU TO ACHIEVING THIS GOAL?

• HOW SATISFIED WILL YOU BE WHEN YOU ACHIEVE YOUR GOAL?

• Engineer

  Sign

• Coach

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