R1 RCM STORE VISITS

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Kevin Adair

• Location
  Address

• Personnel

SETUP

• Store Manager / 2nd Line in sufficiently early with store setup and ready for morning brief

  Yes

  No

  Partial

• Has every advisor had a 15 min morning brief around commercials (KPI's) and customer metrics

  Yes

  No

  Partial

• Can advisors on shift confirm agreed customer advisor conversations from the morning brief eg Offer a specific product, demo a tablet, explore a specific area?

  Yes

  No

  Partial

• Is there a hard copy of the morning brief available.

  Yes

  No

  Partial

COMMUNICATION & FEEDBACK

• Is there evidence during the last 3 days of feedback to advisors around agreed morning brief actions.

  Yes

  No

  Partial

• Cascade of Messages - Have key messages from Tue / Fri Conf calls ( or emails from RM / RCM ) landed with the team on shift.

  Yes

  No

  Partial

• Back Office Boards & Briefing Boards Updated?

  Yes

  No

  Partial

BACK OFFICE

• Briefing Boards, Performance Boards & Documented Briefs

  Media

• Is the back office standards of a high level - clean , organised , de - cluttered.

  Yes

  No

  Partial

• Rota min 4 weeks in advance with holidays, training, meetings etc covered.

  Yes

  No

  Partial

REVIEWS

• Weekly Reviews Evident For New Advisors sub 6 months?

  Yes

  No

  N/A

• Monthly Reviews Evident for Advisors

  Yes

  No

  Partial

CUSTOMER JOURNEY

• Is Booking Bug being used as the queue manager tool?<br>

  Yes

  No

  N/A

• Is the podium being used as per EE Way ( 3 advisors or more on shop floor)<br>

  Yes

  No

  N/A

• Are customer recorded sheets being used consistently and correctly

  Yes

  No

  Partial

IMPROVING COMMERCIALS

• Performance MTD

• Weekend Trade - how many Sunday's is the manager working in the next 4 weeks.

  Zero

  One

  Two +

• LRC Audit - Calls made - Min 90% Calls Made, Missed opportunities 10% Max

  Yes

  No

  Partial

SMART ACTIONS

• 3 Smart Actions at team / advisor level to improve commercial performance.<br><br>PAYM, HBB, Tabs, MBB & OTG<br>

  Yes

  No

  Partial

• Summary

• Actions / Next Steps