RMM Store visit feedback document

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Walk the store with the SGM

Discussion regarding any outstanding works and actions

• Descriptions of any outstanding works and specific actions required by RMM of others.

Discussion regarding store current issues or recurrent problems

• Description on any store issues or recurrent problems and specific actions required by RMM of others.

Feedback regarding Maintenance service

• MML or Helpdesk

  Poor service

  Adequate Service

  Good Service

• Reason codes

  Select Call waiting Wrong contractor assigned Rawcs Communication Portal issues

  • Call waiting
  • Wrong contractor assigned
  • Rawcs
  • Communication
  • Portal issues

Feedback from SGM regarding the Maintenance suppliers

• Refridge

  Poor service

  Adequate Service

  Good Service

• Reason codes

  Select SLA issues First fix Repeat calls

  • SLA issues
  • First fix
  • Repeat calls

• Mechanical

  Poor service

  Adequate Service

  Good Service

• Reason codes

  Select SLA issues First fix Repeat calls

  • SLA issues
  • First fix
  • Repeat calls

• Electrical

  Poor service

  Adequate Service

  Good Service

• Reason codes

  Select SLA issues First fix Repeat calls

  • SLA issues
  • First fix
  • Repeat calls

• Builders

  Poor service

  Adequate Service

  Good Service

• Reason codes

  Select SLA issues First fix Repeat calls

  • SLA issues
  • First fix
  • Repeat calls

• Others in general

  Poor service

  Adequate Service

  Good Service

• Reason codes

  Select SLA issues First fix Repeat calls

  • SLA issues
  • First fix
  • Repeat calls

• Plumbing

  Poor service

  Adequate Service

  Good Service

• Reason codes

  Select SLA issues First fix Repeat calls

  • SLA issues
  • First fix
  • Repeat calls

• Drainage

  Poor condition

  Adequate

  Good condition

• Reason codes

  Select SLA issues First fix Repeat calls

  • SLA issues
  • First fix
  • Repeat calls

Actions agreed with SGM, future communications and next visit date agreed

• Actions, communications and next visit date agreed with SGM

Store coaching and support

• Ostara system use and process discussed and understood by SGM and key team

• RMM comments

Feed back on the maintenance delivery from the Maintenance department 1poor 2Fair 3 Good 4 Excellent 5 Over achieving

• Select delivering poor customer service delivering fair customer service delivering good customer service delivering excellent customer service delivering 5 star customer service

  • delivering poor customer service
  • delivering fair customer service
  • delivering good customer service
  • delivering excellent customer service
  • delivering 5 star customer service