S03 Performance IDD

• 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.

• Has the employee signed the S03 Minimum Expectations

  Yes

  No

  N/A

• Has the employee signed the Best Service POU

  Yes

  No

  N/A

• Has the employee received a copy of the Best Service Manual

  Yes

  No

  N/A

• Has the employee received a copy of the Best Service Hints and Tips

  Yes

  No

  N/A

• Has the employee downloaded the S03 Best Service Visit Checklist from I AUditor

  Yes

  No

  N/A

• Has the employee downloaded the latest version of the S03 Daily Update from I Auditor

  Yes

  No

  N/A

• Has the employee been given a copy of the NPS brief "Think Perfect Every Visit"

  Yes

  No

  N/A

Current Levels of Performance

• Completions

• Please enter Report Week No and relevant Data

• Please add details of your conversation here

• Average Job Timings

• Please enter Report Week No and relevant Data

• Please add details of your conversation here

• SM3 Compliance

• Please enter Report Week No and relevant Data

• Please add details of your conversation here

• 7/30Day Revisits

• Please enter Report Week No and relevant Data

• Please add details of your conversation here

• NPS

• Please enter Report Week No and relevant Data

• Please add details of your conversation here

• ACE

• Please enter Report Week No and relevant Data

• Please add details of your conversation here

• Other (Please Specify)

• Please add details of your conversation here

Targets

• Completions

• Please add Team/Engineer Targets here.

• Average Job Timings

• Please add Team/Engineer Targets here.

• SM3 Compliance

• Please add Team/Engineer Targets here.

• 7/30 Day Revisits

• Please add Team/Engineer Targets here.

• NPS

• Please add Team/Engineer Targets here.

• ACE

• Please add Team/Engineer Targets here.

• Other

• Pease add an other engineer specific targets here!

Expectations

• Completions

• Set a realistic ETA with every customer which is suitable with them. If the customer is not in when you arrive, escalate to your Team Manager and leave an out card and arrange to go back later in the day. For all visits which you feel cannot be done for Line of sight issues or H & S impossible issues, escalate to your Team Manager including photographic evidence. In addition to this, communicate with the SE engineers in the region and take advice from them. Likewise ask other engineers in the team to visit the customers property and give a second opinion. At no point can you cancel a visit without prior authorisation from a Team Manager. Once approved an S03 Daily Update file must be sent including the visit number and a photo of the property along with details of the issue incurred.
  All cancellations must be done on the day. The cannot be parked over night and cancelled the following morning.

• Please add details of any conversation here

• Average Job Timing

• Ensure that you select On route on your IPAD and then select On Sight, when you arrive on site, speak to the customer and build rapport, look for possible ways to improve the customer experience through ACE and follow all best practise guides. At the end of every visit complete a thorough demo and explain what you have done and explain the survey. Complete the visit on your IPAD before repeating the process for your next visit

• Please add details of any conversation here

• SM3 Compliance

• At every visit, access the dish and run a Mini Logger and ensure it passes. Upload this to your IPAD. Run a data logger at the dish and ensure this passes and upload this to your IPAD. You are then required to run a data logger at the cable end and upload that to your IPAD as well. If at any point any of these are not done, the whole visit is not compliant, this must be escalated whilst on site. Ensure that you use the mesh tool inside the property. You have been supplied 2 copies of the Best Practise Hints and tips today which give some valuable guides to this. Make sure you read them along with articles on the Home Hub, IKnow 2 and the Taps web site. Likewise, when new software and channels plans ae released for your SM3 meter you must update them immediately. All components for your SM3 meter are available to order and should you require these you need to request them from your team manager
  

• Please add details of any conversation here

• 7/30 Day Revisits

• Ensure 'Best Service' process is followed at all times and if there is any reason this process cannot be followed this must be escalated to a team manager on the visit at the time. Ensure you thoroughly discuss the visit with the customer prior to any work taking place and explain all work completed.
  Failure to follow 'Best Service' is a conduct issue and will be dealt with in line with the company conduct policy.

• Please add details of any conversation here

• NPS

• Build rapport with every customer from the point where you set an ETA, to when you first arrive on sight to the moment you leave them. Don’t be afraid to tell them how good you are and what a great job you have done and what a great place to work Sky is. Walk the customers through the work you have done to showcase the quality of the installation/service. If a customer has had a bad experience, apologise and remind them of the great things we do/you do and have done. Always carry the new NPS cards and give them to every customer. Always ask the customer if there is anything else that you can do for them and if they are happy with the service you have provided. Explain what they are and why it’s important they complete the survey based on what you have done on that day. I have handed you the NPS Brief, Think Perfect Each Visit today. Please ensure you read and understand this.

• Please add details of any conversation here

• ACE

• ACE is all about adding customer experience and value whilst on site. Keep up to date with all the latest offers on the Home Hub and I Know 2 and ensure you speak with the rest of the team and understand what is available. Check every customer current packages and see what you can offer then as an upgrade to enhance their viewing pleasure. 8 out 10 upgrades now cost the customers less and this makes it more of a wow for them. Understand your customers before you get there. Look for the easier items to begin with. Things like Mini boxes, Ultimate on Demand, Box Sets, Sky Go, Remotes and then look at packages. The minimum target is 10% Conversion rate. However, you minimum expectation is that you should be having a conversation with every customer. Ace is a fundamental part of your role.

• Please add details of any conversation here

• OTHER (Please Specify)

• Please add details of any conversation here

Additional Support Discussed

Engineers Comments

Team Managers Comments/Review Period

• Add media

  Media

By signing this document, you are stating that you fully understand it and you agree to abdie by the content within. Failure to comply with these requests could result in formal action as detailed within our conduct policy.

• Team Manager

  Sign

• Engineer

  Sign

Failure to reach and maintain the required levels of operational performance as set out in this IDD may lead to an Informal Capability Plan as set out in the Companies Capability Process. Failure to follow the Best Service Guide may lead to formal Process as set out in the Companies Conduct process. Copies of these are available on the Home Hub or from your Team Manager.