S01 Relative Performance

• Conducted on

  Date

• Prepared by

Engineers Name

Engineers Tech No

Objectives of this meeting

• The objectives of this meeting are simply to discuss your current levels of performance.
  The areas where you are not meeting the required levels, the support and guidance available and the improvemnet i expect on a daily basis.
  In addition, it defines the levels of 'Best Service' which you have agreed to follow and what may occur if no immediate improvement is forth coming.

Areas of Focus

• Completions

• Please enter Report Week No and relevant Data

• SM3 Compliance

• Please enter Report Week No and relevant Data

• 7 Day Revisits

• Please enter Report Week No and relevant Data

• NPS

• Please enter Report Week No and relevant Data

• ACE

• Please enter Report Week No and relevant Data

• Other (Please Specify)

• Please enter Report Week No and relevant Data

Expectations

• Completions

• 93% is the current completion rate which you need to achieve on a daily basis.
  All visits must be approached with a can do attitude.
  All visits which cannot be completed must be escalated to the Team Manager or Cover Team Manager before being cancelled.
  2nd Opinions can be sought from the SE teams or other engineers.

• SM3 Compliance

• 80% is the current level you need to achieve on a daily/weekly basis
  Your SM3 Meter must have the correct version number at all times.
  It is your responsibility to update your SM3 Meter to the most current Channel plan each time it is updated immediately.
  SM3 Advice can be found at skymaster3.neat-url.com or by visiting iknow2
  A mini logger must be completed at every visit and must be between 95% and 100% to pass and then uploaded to your device.
  A data logger must be completed at the dish and uploaded to your device at every visit
  A data logger must be completed at the cable end and uploaded to your device at every visit.
  If you are unable to perfrom any of the above you must escalte to the Team Manager or cover Team Manager

• 7 Day Revisits

• 1.5% or below is the current level you need to achieve on a daily/weekly basis
  You must follow the best service visit process at every visit.
  As part of your support, you are required to complete the engineer Best Service Visit Checklist on every visit until your Team Manager tells you otherwise.
  Remember to refer to all hints and tips.
  Use inkow2 and ask for support from the Regional SE's and your team mates

• NPS

• 80% is the current level you need to achieve on a daily/weekly basis
  Every customer deserves a personalised service
  Build rapport from the ETA onwards and offer great value and a freindly and warm personality
  Turn negative experiences into positive ones.
  Demonstarte how great the products and service are. A great demonstartion with good hints and tips will win customers over.
  Inform customers they will be getting a survey and ask them to complete it to help make you better at what you do.

• ACE

• a minimum of 2 sales per week is the current level you need to achieve on a weekly basis
  Deliver great service to every customer
  Be aware of what is availabe and stay up to date with the latest offers.
  Understand what the customer currently has and how you can better improve your customers experience.
  

• OTHER (Please Specify)

Additional Support Discussed

Engineers Comments

Team Managers Comments/Review Period

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