S03 Revisit Capability Plan

Title Page

S03 Revisit Capability Planning. Please insert Name and Tech No.
Conducted on
Prepared by

This plan is scheduled to last for a minimum of 8 weeks. It may be extended and can be ceased at any point if adequate progress is not being made.

Have you included a copy of the Capability Process?
Have you included all relevant tool box talks, breifs and manuals?
Has the engineer downloaded the S03 Daily Update V2.2?

8 Week Plan Schedule

Week 1 – 121 With TM, initialise plan, set expectations and support available
Week 2 – End of week call with TM with a progression update
Week 3 – Additional support available if required (Ambassador Visits)
Week 4 – 2 hour 121 Meeting with TM
Week 5 - Additional support available if required (Ambassador Visits)
Week 6 - End of week call with TM with a progression update
Week 7 - Additional support available if required (Ambassador Visits)
Week 8 – 121 Final Review with TM

Plan Objectives

The objectives of this plan are to reduce revisits in the field to customer’s properties by ensuring we follow best practise at all times and deliver great customer service. In addition to this we want to ensure that our engineers are trained to a high standard and identify the training gaps and support required for each individual to be able to deliver these objectives.

Support Available

Team Manager Field Visits
Ambassador Field Visit
Weekly Operational Performance Figure Updates
I Know 2 – Daily Updates
I know 2 – TV Status Page
I Know 2 – Install Journey
I Know 2 – Service Visit Journey
TAPS Website/YouTube Videos
Keep in Shape Campaign
It s the engineers responsibility to request additional support if required. This could include any of the above or anything else which may help improve knowledge or capability in the field.
If you require additional support, please provide further information in the box provided below.

Minimum expectations

Prior to logging onto the IFS app each morning, you must log into I Know 2 and check the latest updates and TV Status pages for any relevant information.

At Every Visit you must:
Run a broadband speed test to ensure that the customer is receiving a minimum of 2mbs. If they are receiving less than this, you must escalate to your team manager.
Run broadband optimisation using your SM3 device to ensure that the router is located in the optimal position.
On all external work, Compression style F Connectors must be fitted. Old and worn dish and cables must be replaced. When completed a data log must run and a screen shot taken, uploaded and added to the S03 Daily Update.
Agree the location of the silver box with the customer and run a Wi Fi test. If the metric is below -78db or spikes in yellow or green then continue. If not look for an alternative location.
Install the silver box and run the chrome app. The metric must be under 10000. If not install a booster. Again take a screen shot of this and add to the S03 Daily Update.
Check the software version against I Know 2. Do not update the software if it is not required.
(Remember that when running wi fi test, do so in the worst case scenario, ie with doors shut etc)
Repeat the last 2 processes on all mini boxes which are being installed and include these into the S03 Daily Update.
On completion of installation of all boxes, stress test the system. This is done by placing the silver box in stand by then powering it down. Leave it for 5 minutes and then re-start the system. Check to ensure that all boxes re connect and work successfully. During this period you will have some natural down time. This is an ideal opportunity to talk about ACE.
Complete the showcase and remember this should be made Super, Personal, Exciting
Leave the customer and explain the Q Leave behind and NPS Cards

Current 7 Day Revisit Data

Current 30 Day Revisit Data

Please detail highlights of conversation

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.
TM
Engineer

Week 2 Review - Telephone Conversation with Team Manager

Select date

Please enter highlights of telephone discussion here.

Add media
Post Visit or Coaching

POST VISIT

Visit Number
Date of Visit
Product Type
Job Type
Reason for Post Visit

H & S

Is there evidence of H & S?
Do you have the engineers risk assesment for this visit?
Record of findings
Add pictures to support findings

QUALITY & COMPLIANCE

In your opinion has the work been carried out to a high standard
F Connectors
Power Lead
HDMI Lead
Dish
Cable
Is the STB on the correct software?<br>(Use iKnow2/Model Look Up)
Add picture of screen to show software
Is the remote control paired to the TV?
Is the picture resolution optimised?
Is the Q Box connected to the internet?
Does the customer have the correct router?
Check the mesh, using the chrome app and add picture.
Has the engineer left the property tidy?
Record of findings
Additional pictures to support findings

CUSTOMER

Having a conversation with the customer highlight any areas that were covered
Record of findings to support conversation
Customer Comments
Engineer Rating - What rating would the customer give the engineer between 1 and 10
TM Name

COACHING

Reason for coaching
Pre Visit comments - What outcome is hoping to be achieved?
Coach on site observations/Comments
Engineer comments - What will you take away from todays session?
Follow up details
Review Date
Add pictures to support
TM
Engineer

WEEK 2 REVIEW SIGN OFF

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.
TM
Engineer

Week 4 Review - 121 Meet Up with Team Manager

Select date

Please enter highlights of dicussion here

Add media
Post Visit or Coaching

POST VISIT

Visit Number
Date of Visit
Product Type
Job Type
Reason for Post Visit

H & S

Is there evidence of H & S?
Do you have the engineers risk assesment for this visit?
Record of findings
Add pictures to support findings

QUALITY & COMPLIANCE

In your opinion has the work been carried out to a high standard
F Connectors
Power Lead
HDMI Lead
Dish
Cable
Is the STB on the correct software?<br>(Use iKnow2/Model Look Up)
Add picture of screen to show software
Is the remote control paired to the TV?
Is the picture resolution optimised?
Is the Q Box connected to the internet?
Does the customer have the correct router?
Check the mesh, using the chrome app and add picture.
Has the engineer left the property tidy?
Record of findings
Additional pictures to support findings

CUSTOMER

Having a conversation with the customer highlight any areas that were covered
Record of findings to support conversation
Customer Comments
Engineer Rating - What rating would the customer give the engineer between 1 and 10
TM Name

COACHING

Reason for coaching
Pre Visit comments - What outcome is hoping to be achieved?
Coach on site observations/Comments
Engineer comments - What will you take away from todays session?
Follow up details
Review Date
Add pictures to support
TM
Engineer

Mid Review Performance

7 Day Revisit Data

30 Day Re Visit Data

WEEK 4 REVIEW SIGN OFF

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.
TM
Engineer

Week 6 Review - Telephone Conversation with Team Manager

Select date

Please enter highlights of telephone dicusion here.

Add media
Post Visit or Coaching

POST VISIT

Visit Number
Date of Visit
Product Type
Job Type
Reason for Post Visit

H & S

Is there evidence of H & S?
Do you have the engineers risk assesment for this visit?
Record of findings
Add pictures to support findings

QUALITY & COMPLIANCE

In your opinion has the work been carried out to a high standard
F Connectors
Power Lead
HDMI Lead
Dish
Cable
Is the STB on the correct software?<br>(Use iKnow2/Model Look Up)
Add picture of screen to show software
Is the remote control paired to the TV?
Is the picture resolution optimised?
Is the Q Box connected to the internet?
Does the customer have the correct router?
Check the mesh, using the chrome app and add picture.
Has the engineer left the property tidy?
Record of findings
Additional pictures to support findings

CUSTOMER

Having a conversation with the customer highlight any areas that were covered
Record of findings to support conversation
Customer Comments
Engineer Rating - What rating would the customer give the engineer between 1 and 10
TM Name

COACHING

Reason for coaching
Pre Visit comments - What outcome is hoping to be achieved?
Coach on site observations/Comments
Engineer comments - What will you take away from todays session?
Follow up details
Review Date
Add pictures to support
TM
Engineer

WEEK 6 REVIEW SIGN OFF

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.
TM
Engineer

Week 8 Final Review - 121 Meet Up with Team Manager

Select date
Add media

End of Review Performance

7 Day Revisits

30 Day Revisits

Please enter highlights of discussion here

Post Visit or Coaching

POST VISIT

Visit Number
Date of Visit
Product Type
Job Type
Reason for Post Visit

H & S

Is there evidence of H & S?
Do you have the engineers risk assesment for this visit?
Record of findings
Add pictures to support findings

QUALITY & COMPLIANCE

In your opinion has the work been carried out to a high standard
F Connectors
Power Lead
HDMI Lead
Dish
Cable
Is the STB on the correct software?<br>(Use iKnow2/Model Look Up)
Add picture of screen to show software
Is the remote control paired to the TV?
Is the picture resolution optimised?
Is the Q Box connected to the internet?
Does the customer have the correct router?
Check the mesh, using the chrome app and add picture.
Has the engineer left the property tidy?
Record of findings
Additional pictures to support findings

CUSTOMER

Having a conversation with the customer highlight any areas that were covered
Record of findings to support conversation
Customer Comments
Engineer Rating - What rating would the customer give the engineer between 1 and 10
TM Name

COACHING

Reason for coaching
Pre Visit comments - What outcome is hoping to be achieved?
Coach on site observations/Comments
Engineer comments - What will you take away from todays session?
Follow up details
Review Date
Add pictures to support
TM
Engineer

PLAN SIGN OFF

Over the past 8 weeks, you have demonstrated your capability to perform at a high standard as expected and you are now at an acceptable level. However, should your performance fall below the expected levels then formal capability or conduct maybe initiated in line with the Company policy.
By signing this document, you are stating that you fully understand the above and you agree to abide by the contents within.
TM
Engineer