Title Page
Please include copies of previous plans, tool box talks and any relevant manuals, briefs and policies. The employee must have a copy or have access to a copy of all relevant documentation regarding their plan.
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Engineer Details (Name and Tech Number)
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Conducted on
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Location
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Prepared by
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Have you included a copy of the Capability Policy?
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Have you included all relevant tool box talks, <br>briefs and manuals?
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Plan Type
- Completions - 6 Week Plan
- Revisits - 12 Week Plan
- NPS/CSAT - 6 Week Plan
- MFT - 12 Week Plan
- STB - 12 Week Plan
- On Demand - 6 Week Plan
- Sky Q - 12 Week Plan
Sky Q - 12 Week Plan
Prior to commencing this plan, please ensure that the engineer has been given a printed copy of the following documentation. 1. Capability Policy 2. Sky Q, Minimum Expectations 3. Sky Q Guide to a Good Install 4. South Q Tech Escalation Process
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Current Performance - 6 Week
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Current Performance - YTD
Targets - 5.00% -- Stretch Target - 2.00%
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Week 1 Review (121 With Team Manager, discuss expectations, current data and potential issues)
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Week 7 Review (121 With Team Manager, discuss current data and results of 5 completed post visits)
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Week 11 Review (121 With Team Manager, discuss current data and result from additional 3 post visits)
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Week 12 Review (121 With Team Manager, discuss current data, expectations and sign off)
Engineer Support: Fully read and understand the following documentation. Capability process Sky Q Minimum Expectations Sky Q Guide to a Good Install Q Tech Escalation Process If at any point your are unsure of these procedures, speak with your Team Manager in the first instance. Ensure you familiarise yourself with all briefs and manuals and if unsure at any point contact your TM or engineers within your team.
Team Manager Support: Monitor individual weekly performance and update on a regular basis. Complete a total of 8 post visits and feedback positive and negative findings. Ensure the engineer has adequate support from Q Tech and Ambassador engineers at all times. Make available all required briefs and manuals. Commit to meeting the engineer within the time scales set. If you cannot make an appointment due to annual leave, a POD TM should conduct the review in your place.
Completions - 6 Week Plan
Prior to commencing this plan, please ensure that the engineer has been given a printed copy of the following documentation. 1. Capability Policy 2. Guide to a good install. 3. Guide to a good service call. 4. Team expectations 5. Copy of working practise manual.
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Current performance - 6 Weeks
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Current Performance - YTD
Target 95% -- Stretch Target 97%
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Week 1 Review. (121 With Team Manager)
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Week 3 Review (121 With Team Manager, Progression)
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Week 6 Review (121 With Team Manager/Sign Off)
Engineer Support: Meet customer expectations and try and set ETA at a time convenient to the customer. Look for alternative areas to site or move the dish and agree with the customer. Ask for second opinions from other engineers, the sweeper and our SE Engineers. Escalate to your Team Manager or a POD Team Manager if not available. Take photographic evidence and send to your Team Manager. Complete S03 Daily Update and send to your Team Manager at the end of the day once a visit is confirmed as a cancellation.
Team Manager Support: Monitor individual performance and update on a regular basis. Support each engineer and look for alternative ways of working. Make available, team expectations, guides to good install and service and all relevant briefs. Review weekly performance with individual.
NPS/CSAT - 6 Week Plan
Prior to commencing this plan, please ensure that the engineer has been given a printed copy of the following documentation. 1. Capability Policy 2. Guide to a good install. 3. Guide to a good service call. 4. Team expectations 5. NPS Booklet 6. Leave behind cards
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Current Performance - 6 Weeks
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Current Performance - YTD
NPS Target 80 -- NPS Stretch Target 85 CSAT Target 92 -- CSAT Stretch Target 96
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Week 1 Review (Telephone Conversation, Engineer to take ownership)
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Week 2 Review (Telephone Conversation, Engineer to take Ownership)
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Week 3 Review (121 With Team Manager, Discuss Data, Behaviours and 3 Post Visits)
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Week 4 Review (121 With Team Manager, Discuss Data and behaviours)
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Week 5 Review (121 With Team Manager, Discuss Data and behaviours)
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Week 6 Review (121 With Team Manager, Discuss Data, behaviours, 3 Post Visits and Sign Off)
Engineer Support: Set mutually agreed ETAs and aim to arrive within the first hour, if you cannot meet an ETA, update the customer. Be positive, build a relationship prior to arriving on site. On site, introduce yourself and continue to build the relationship. Keep the customer informed of what you are doing and involve them as much as possible. Take your time, give every customer a quality experience. Inform customers about the great product they have and the additional great products we can provide. Demonstrate the great apps the customer can use. Tailor your showcase to the customer Use leave behind cards and explain these to the customer. Refer to the NPS Booklet Use telegram to communicate with other engineers. Use the S03 Daily Update to escalate issues.
Team Manager Support: Monitor individual performance and update on a regular basis. Ensure that copies of the NPS booklet, Links to Apps and customer leaves behind are available. Complete 6 post visits and hot calls and feedback to engineers Forward Verbatim results to engineers. Use mentors, hypo engineers and ambassadors to help underperforming engineers. Complete post visits and customer feedback calls and share outcomes with engineer.
MFT Compliance - 12 Week Plan
Prior to commencing this plan, please ensure that the engineer has been given a printed copy of the following documentation. 1. Capability Policy 2. TBT MFT Compliance 3. Team expectations
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Current Performance: 12 Weeks
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Current Performance: YTD
Target 98% -- Stretch Target 100%
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Week 1 Review (121 With Team Manager, Discuss Current Data)
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Week 4 Review (Telephone Conversation, Discuss Current Data)
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Week 8 Review (Telephone Conversation, Discuss Current Data)
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Week 12 Review (121 With Team Manager, Discuss Current Data and Overall Performance, Sign Off)
Engineer Support: Replacing STB – If you select replace STB, you must uplift a box and install a like for like box on your field service app. The detail of what is being done on each visit must be correct. If you select changing LNB, change the LNB. If you select dish box and cable, change the dish box and cable. Double check that you have selected the right selection. If the visit changes as you progress, go back and change the selection.
Team Manager Support: Monitor individual performance and update on a regular basis. Use Hypo Engineers and Ambassadors to coach.
STB Compliance - 12 Week Plan
Prior to commencing this plan, please ensure that the engineer has been given a printed copy of the following documentation. 1. Capability Policy 2. TBT STB Compliance 3. Team expectations
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Current Performance - 12 Weeks
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Current Performance - YTD
Target 98% -- Stretch Target 100%
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Week 1 Review (121 With Team Manager, Discuss Current Data)
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Week 4 Review (Telephone Conversation, Discuss Current Data)
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Week 8 Review (Telephone Conversation, Discuss Current Data)
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Week 12 Review (121 With Team Manager, Discuss Current Data, Sign Off)
Engineer Support: Escalate all failed deliveries to UTL, Obtain a reference number and inform your Team Manager. Ensure you have adequate stock levels of products available at all times. Read the visit notes carefully and ensure the correct product is used. 90 Day in warranty visits require a new box. No new box can be issued on a service visit unless it is a 90 day in warranty or a visit where a Team Manager has approved it beforehand. Document all non compliance on the S03 Daily Update.
Team Manager Support: Monitor individual performance and update on a regular basis. Use Hypo Engineers and Ambassadors to coach.
On Demand - 6 Week Plan
Prior to commencing this plan, please ensure that the engineer has been given a printed copy of the following documentation. 1. Capability Policy 2. TBT On Demand Compliance 3. Team expectations
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Current Performance - 6 Weeks
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Current Performance - YTD
Target 70% -- Stretch Target 80%
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Week 1 Review (121 With Team Manager, Discuss current Data)
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Week 3 Review (Telephone Conversation, Discuss Current Data and Post visit Outcomes)
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Week 6 Review (121 With Team Manager, Discuss Current Data, Outcome from Post Visits and Sign Off)
Engineer Support: Install – All new install or extra box install must be connected to On Demand. Service – All boxes, even if not replaced must be connected to On Demand where it is possible to do so. At every visit, service or install, you must complete an On demand download and ensure every box is fully functional. If a customer does not have a broadband connection, tether your iPad to complete the download. if there is no broadband and no coverage on any network, escalate to the Team Manager and complete the S03 Daily Update with full details of non compliance.
Team Manager Support: Monitor individual performance and update on a regular basis. Ensure that copies of On Demand demo, awareness and router brief are available. Complete a minimum of 3 post visits.
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Add Supporting Documentation Here
By Signing this document, you are stating that you fully understand it and you agree to abide by the contents within. Failure to comply with these requests could result in formal action as detailed within our capability policy.
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Engineer
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Team Manager
