Title Page
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Location
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Conducted on
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Service Manager
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Prepared by
Section 1: General Appearance, Housekeeping and Standards
General Appearance, Housekeeping and Standards
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This section measures the general appearance, cleanliness, tidiness, and if the areas meet the accepted standards
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1.1 Service Reception
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Recommendations
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Enter Recomendatioins
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Action Date
- Specify Date
- Immediate
- 1 Month
- On Going
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Select date
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1.3 Customer facilities
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1.2 Customer Waiting Area
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Recomendations
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Enter Recomendations
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Action date
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Select date
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Recomendations
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Enter Recomendations
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Action date
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1.4 Customer toilets
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Recomendations
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Enter Recomendations
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Action date
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1.5 Other Service Department Offices/Areas
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Recomendations
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Enter Recomendations
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Action date
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1.6 Workshop Control Area
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Recomendations
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Enter Recomendations
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Action date
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Select date
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1.7 Workshop
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Recomendations
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Enter Recomendations
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Action date
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Select date
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1.8 Workshop Pits
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Recomendations
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Enter Recomendations
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Action date
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Select date
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1.9 Workshop Bins
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Recomendations
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Enter Recomendations
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Action date
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1.10 Tools area
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Recomendations
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Enter Recomendations
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Action date
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Select date
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1.11 Workshop equipement
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Recomendations
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Enter Recomendations
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Action date
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Select date
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1.12 Warranty parts area
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Recomendations
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Enter Recomendations
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Action date
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1.13 Workshop Canteen
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Recomendations
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Enter Recomendations
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Action date
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Select date
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1.14 Service parking
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Recomendations
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Enter Recomendations
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Action date
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Select date
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1.15 Courtesy Vehicles (Ensure DCML trackers are fitted and operational)
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Recomendations
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Enter Recomendations
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Action date
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Select date
Section 2: Financials, Performance and Quality
Financials, Performance and Quality
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2.1 Net Profit
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Scope of audit criteria: Achieved net profit contribution YTD. (Information taken from latest set of Accounts)
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Recommendations
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Enter Recomendatioins
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Action Date
- Specify Date
- Immediate
- 1 Month
- On Going
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Select date
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2.2 Recovery Rate
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Scope of audit criteria: Recovery Rate on target. (Information taken from latest set of Accounts)
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Recomendations
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Enter Recomendations
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Action date
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2.3 Efficiency
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Scope of audit criteria: Efficiency on target. (Information taken from current Forecast Report)
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Recomendations
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Enter Recomendations
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Action date
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Select date
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2.4 Utilisation
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Scope of audit criteria: Utilisation on target. (Information taken form current Forecast Report)
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Recomendations
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Enter Recomendations
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Action date
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Select date
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2.5 WIP over 30 days
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Scope of audit criteria: Zero over 30 days. (Information taken from current Forecast Report)
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Recomendations
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Enter Recomendations
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Action date
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2.6 VHC
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Scope of audit criteria: See evidence that VHC in place and on target. (Information taken from James Edwards latest VHC report)
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Recomendations
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Enter Recomendations
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Action date
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Select date
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2.7 MOT Performance
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Scope of audit criteria: MOT Pass rate (YTD) equal to or greater than target (97%)
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Recomendations
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Enter Recomendations
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Action date
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Select date
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2.8 Mystery Shop Performance
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Scope of audit criteria: Combined Mystery Shop results for the current year are 75% and above. (Information taken from the Mystery Shop website)
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Recomendations
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Enter Recomendations
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Action date
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Select date
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2.9 Service Package Pricing System (SPPS) activity
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Scope of audit criteria: See evidence of SPPS use. Check 5 recent job cards (last 5 working days) for SPPS use
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Recomendations
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Enter Recomendations
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Action date
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Select date
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2.10 MobiloVan activity
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Scope of audit criteria: See evidence of MobiloVan offered/claimed on at least 5 job cards. Are Service Advisors aware of MobiloVan criteria
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Recomendations
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Enter Recomendations
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Action date
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Select date
Section 3: Compliance, Health & Safety
Compliance, Health & Safety
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3.1 Truckfile performance
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Scope of audit criteria: No overdue inspections/MOT's (Check last 3 months workshop loading)
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Recommendations
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Enter Recomendatioins
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Action Date
- Specify Date
- Immediate
- 1 Month
- On Going
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Select date
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3.2 Quality Check Process
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Scope of audit criteria: Clear evidence of a quality check process in place
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Recomendations
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Enter Recomendations
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Action date
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Select date
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3.3 Risk assessments
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Scope of audit criteria: See evidence of Risk Assessments in place/know where to access Risk Assessments.
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Recomendations
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Enter Recomendations
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Action date
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Select date
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3.4 Code of Practice
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Scope of audit criteria: See evidence of the Code of Practice in place and operational
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Recomendations
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Enter Recomendations
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Action date
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Select date
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3.5 HSE Register
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Scope of audit criteria: See evidence of Injuries recorded in HSE book
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Recomendations
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Enter Recomendations
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Action date
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Select date
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3.6 Ladder Register
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Scope of audit criteria: See evidence of ladder register in place. Current asset list in front cover. Check 3 ladders for correct serial numbers/identification
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Recomendations
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Enter Recomendations
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Action date
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Select date
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3.7 Lifting equipment register
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Scope of audit criteria: See evidence of lifting equipment register in place. Current asset list in front cover
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Recomendations
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Enter Recomendations
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Action date
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Select date
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3.8 Van BER Compliant
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Scope of audit criteria: Sample 5 Van BER tools. Van BER training completed or booked.
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Recomendations
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Enter Recomendations
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Action date
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Select date
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3.9 Truck BER Compliant
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Scope of audit criteria: Sample 5 Truck BER tools. Truck BER training completed or booked.
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Recomendations
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Enter Recomendations
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Action date
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Select date
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3.10 Pit safety and signage
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Scope of audit criteria: Pit safety chains in place and in use where applicable. H&S signage in place and current.
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Recomendations
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Enter Recomendations
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Action date
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Select date
Section 4: Truck 2018 Bonus Model (CSP) Performance
Truck 2018 Bonus Model (CSP) Performance
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4.1 Headcount - Leadership Roles
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Scope of audit criteria: Service Team Leader, Workshop foreman etc. headcount in line with current financial year budget
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Recommendations
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Enter Recomendatioins
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Action Date
- Specify Date
- Immediate
- 1 Month
- On Going
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Select date
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4.2 Headcount - Customer facing staff
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Scope of audit criteria: Service Advisors etc. headcount in line with current financial year budget
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Recomendations
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Enter Recomendations
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Action date
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Select date
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4.3 Headcount - Administrative roles
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Scope of audit criteria: Service Administrator, warranty administrator etc. headcount in line with current financial year budget
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Recomendations
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Enter Recomendations
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Action date
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Select date
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4.4 Headcount - Technicians
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Scope of audit criteria: Workshop technicians, S24h Technicians, Onsite Technicians etc. (excluding apprentices) headcount in line with current financial year budget
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Recomendations
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Enter Recomendations
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Action date
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Select date
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4.5 Headcount - Workshop Apprentices
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Scope of audit criteria: Workshop apprentices etc. Headcount in line with current financial year budget
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Recomendations
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Enter Recomendations
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Action date
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Select date
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4.6 Reward and Recognition programme - All staff
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Scope of audit criteria: See evidence of a reward and recognition programme.
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Recomendations
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Enter Recomendations
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Action date
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Select date
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4.7 Training Needs Analysis (TNA)
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Scope of audit criteria: TNA completed for Management roles, Leadership roles and all staff
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Recomendations
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Enter Recomendations
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Action date
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Select date
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4.8 Online PDP's
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Scope of audit criteria: Online PDP's completed for all staff
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Recomendations
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Enter Recomendations
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Action date
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Select date
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4.9 Interview process
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Scope of audit criteria: See evidence of a structured interview process
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Recomendations
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Enter Recomendations
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Action date
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Select date
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4.10 Induction process
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Scope of audit criteria: Documented induction process in place. See evidence of new starters induction processed documentation to include; Rygor induction, SABA registration, booked/completed S0004E Welcome module (within 4 weeks), booked/completed S0056F Immersion to MB & Fuso trucks (within 12 weeks) and formal induction review at end of probation period
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Recomendations
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Enter Recomendations
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Action date
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Select date
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4.11 Training Needs Analysis and PDP (New starters)
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Scope of audit criteria: See evidence of TNA and PDP completed (within 12 weeks) for new starters
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Recomendations
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Enter Recomendations
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Action date
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Select date
Section 5: Van 2018 Bonus Model Performance
Van 2018 Bonus Model Performance
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5.1 Van Connectivity
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Scope of audit criteria: See evidence of Service selling activity and on target
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Recommendations
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Enter Recomendatioins
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Action Date
- Specify Date
- Immediate
- 1 Month
- On Going
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Select date
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5.2 Service Contracts
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Scope of audit criteria: See evidence of Service Contract selling activity and on target
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Recomendations
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Enter Recomendations
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Action date
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Select date
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5.3 Van Service 24h - Resolution Time Rate (RTR)
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Scope of audit criteria: Van RTR (YTD) on target. (75%)
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Recomendations
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Enter Recomendations
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Action date
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Select date
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5.4 Van Service 24h - Roadside Repair Rate (RRR)
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Scope of audit criteria: Van RRR (YTD) on target. (80%)
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Recomendations
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Enter Recomendations
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Action date
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Select date
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5.5 Van Service 24h - Retail Adherence Rate (RAR)
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Scope of audit criteria: Van RAR (YTD) on target. (90%)
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Recomendations
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Enter Recomendations
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Action date
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Select date
Information
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The purpose of this audit is to review and generate an action plan (where applicable) for key areas of the Service Department at site level. The audit is broken down into five key areas
(1) General Appearance, House keeping and Standards
(2) Financials, Performance and Quality
(3) Compliance and Health & Safety
(4) Truck 2018 Bonus Model (CSP) Performance
(5) Van 2018 Bonus Model Performance
Each section will be measured and scored. The overall score will then be categorised and banded -
Band 1: 80% to 100% (Green= Pass
Band 2: 50% to 80% (Amber = Risk - recommendations with an improvement notice and your actions)
Band 3: Less than 50% (Red = Fail - your branch will now be noted for a ‘B’ audit which will be carried out by the Service Director within a period of six weeks from date of ‘A’ audit) -
The 'B' audit will be carried out by the Service Director. Failure to meet a minimum of 50% and above may result in the Service Manager having to explain further at a board meeting or potential disciplinary action for more serious neglect taken against those individuals within the sites team. Discretion will be applied to sites with no Service manager.
The aim is to do no more than two audits per year unless a 'B' audit is carried out. -
The Service Manager will be notified within 24 hours of an audit being carried out. There can be no influence by management or staff on the day of the audit. The audit will be published on I-Auditor to the Service Manager, Site staff and the board of directors. The audit decisions of pass or fail will be taken on the day of the audit and will be at the auditors discretion. You have the right to appeal the audit results within 48 hours of the date of the audit in writing to the service director.
Please note that the Group managers and the Service Director will assist in anyway possible with an improvement plan -
Auditors Comments
