Service Compliance Performance Scorecard_2023 (1)

• Site conducted

  Select

• Conducted on

  Date

• Prepared by

• Location
  Address

• Yes

  No

  N/A

• The primary objective for this QMS performance check is to assure that all rental service centers are compliant with the Arjo and the Service Operations QMS

• SVC Name:

• Date:

  Date

• Manager/Supervisor/Sr SC:

• All service centers will be scored on their degree of adherence to the existing policies and procedures found in our Quality Management Systems. A report of the svc score and a description of all no responses will be provided to the TSM/RSDs

• Schedule closing meeting w/ TSM and RSD – meet with TSM and onsite leadership to provide review of findings and expectations for follow up

• Allow 30 or 60 day follow up on findings – a report and required improvement plan must be completed and submitted to you. In the event of no follow up by the svc leadership the escalation path is:

• 30 days to RSDs

• 60 days to Ismael

• Part 1 - Scoring system:

• Yes = Meets or Exceeds Standards

• No = Does Not Meet Standards

• NA = Not applicable to this location

• Any “no” response will require the completion of an Improvement plan using the Self-Inspection Improvement Plan. The performance score will be used by field leadership when assessing individual and svc performance

• Final score will be a percentage of total number of yes responses divided by the total number of item checks. Target score should be > 95%

• Part 1 - Site Inspection Review

• People

• Team members are up to date on required Arjo trainings

  Yes

  No

  N/A

Annual competency assessment completed. (Check training report)

• Have team members participated in a building evacuation/fire drill within the last 12 months. Drill conducted within 45 days of a facility move

  Yes

  No

  N/A

• New team member participated in an evacuation drill within 30 days of employment

  Yes

  No

  N/A

Do all team members know what constitutes a product complaint and how to document and submit them? (Do team members know what a non-conformity is?)

• Do all team members know what constitutes a Business Non-Product (BNPC) and how to document them?

  Yes

  No

  N/A

• Opportunity to educate – no official training has been provided

  Drawing

• Are all team members up to date on required immunizations if not vendor credentialed?

  Yes

  No

  N/A

• Are all required team members up to date on vendor credentialing?

  Yes

  No

  N/A

• All Service Consultants have up to date DQ files

  Yes

  No

  N/A

People Totals

• Document Retention

• Unless otherwise indicated all documents listed should be kept on file at the service center for two-years

• Document Retention – Product Related

• Previous cushion testing logs are available for review

  Yes

  No

  N/A

• Steri-Fab Treatment Logs are available and correct

  Yes

  No

  N/A

• Inventory reports are available for review. Missing assets have been reconciled

  Yes

  No

  N/A

Document Retention – Environmental

• Quarterly Ecolab reports are available for review for a rolling 12 months (digital or paper)

  Yes

  No

  N/A

• Quarterly Terminix visit reports available for review for a rolling 12 months (digital or paper)

  Yes

  No

  N/A

• Any waste manifests for hazardous waste shipped to a disposal site. (Maintain the waste manifest for one year)

  Yes

  No

  N/A

• Battery disposal invoices/ receipts. The receipt must include the name of the company, address and phone number accepting the batteries. If using an LQHUW check on EPA ID number. SQHUW no EPA # required. (File on-site for 3 years then dispose.)

  Yes

  No

  N/A

Document Retention – General Admin

• 5 years of OSHA 300A Logs on file

  Yes

  No

  N/A

• Post disaster evaluation forms drill/evacuation completed within last 12 months

  Yes

  No

  N/A

• Disaster documents available for review

  Yes

  No

  N/A

• Safety meeting and local training rosters are available for review

  Yes

  No

  N/A

• All team members have signed a signature log or signature sheets

  Yes

  No

  N/A

• Up to date facility local supplier list

  Yes

  No

  N/A

• Up to date facility equipment (fixed assets) list

  Yes

  No

  N/A

• Most recent self-inspection and improvement plan available for review. (Paper or digital – keep rolling 6 months)

  Yes

  No

  N/A

• Most recent audit report and associated documents indicating status of findings. (Paper or digital report - keep until next scheduled audit)

  Yes

  No

  N/A

Document Retention Totals

• Facility Postings

• The postings listed below are required unless listed as recommended. Any additional postings are at the discretion of field leadership

• Facility Postings – Quality/Regulatory

• Business Licenses/Tax Permits (City and State)

  Yes

  No

  N/A

• Regulatory licenses as required by state: (e.g. Bedding/Sanitation permits/licenses)

  Yes

  No

  N/A

• POL-001 Quality Policy & POL-002 - Environmental Policy

  Yes

  No

  N/A

• Service Center Organizational Chart

  Yes

  No

  N/A

• Proof of Liability Insurance

  Yes

  No

  N/A

• Locally developed Emergency Evacuation Route/Map

  Yes

  No

  N/A

Facility Postings – Common Area

• Quality 1 – What If

• Quality 2 – What do they need from me?

  Yes

  No

  N/A

• Code of Conduct

  Yes

  No

  N/A

• Federal Labor Law Posters (5 in 1 OSHA Poster)

  Yes

  No

  N/A

• State Labor Law Posters, as required by State

  Yes

  No

  N/A

• E-Verify Posting / EEO Poster Supplement

  Yes

  No

  N/A

• Right to Work (English/Spanish)

  Yes

  No

  N/A

• Pay Day Notice (US Only), if required by State

  Yes

  No

  N/A

• Notice of Workers’ Compensation Carrier by State (May be included in State Labor Law)

  Yes

  No

  N/A

• Emergency Procedures Flip Chart - Completed with current management information

  Yes

  No

  N/A

• OSHA Form 300A (If between February 1st and April 30th )

  Yes

  No

  N/A

• Labor Relations Act (NLRA) Posting (may be included in the 5 in 1 OSHA poster)

  Yes

  No

  N/A

• Federal Motor Carrier Safety Administration HOS Poster

  Yes

  No

  N/A

• Current HR Department _Who’s Who (found on ADP)

  Yes

  No

  N/A

Facility Postings – General Building & Warehouse

• Building Exit Signs (1-C-138 or equivalent)

  Yes

  No

  N/A

• Post identifying signage on doorway or room. Restrooms clearly identified and labeled

  Yes

  No

  N/A

• Emergency lighting signage identifying all emergency lights

  Yes

  No

  N/A

• Fire extinguisher signage identifying fire extinguisher locations

  Yes

  No

  N/A

• No smoking facility post by each entrance

  Yes

  No

  N/A

• Infection Control / Hand Hygiene Procedures posted at each sink

  Yes

  No

  N/A

• First aid signage posted by first aid kits

  Yes

  No

  N/A

• Current hazard communication SOP (unless located within SDS binder)

  Yes

  No

  N/A

• SOP-SVC-US-0046 – on NA Doc site

Facility Posting Totals

• General Facility Requirements

• Review of office and warehouse areas

• General Facility Requirements

• Areas of warehouse are taped correctly with appropriate signage/poster

  Yes

  No

  N/A

• Warehouse is clean and organized – clear evidence of daily/2x monthly mopping and trash bins regularly emptied

  Yes

  No

  N/A

• IT room/area is kept free of debris and is readily accessible

  Yes

  No

  N/A

• Shipping and receiving area has proper signage and postings

  Yes

  No

  N/A

• Battery and Chemical Postings

  Yes

  No

  N/A

General Facility Requirements – Environmental Control

• Hazardous substances are properly labeled and stored. (e.g. EcoLab chemicals)

  Yes

  No

  N/A

• Flammable liquids kept in closed containers and stored in an approved fire locker. (if needed)

  Yes

  No

  N/A

• ABC fire extinguishers, mounted, identified and fully charged. Annual tag documented with monthly check dates

  Yes

  No

  N/A

• Breakroom and bathrooms are clean and orderly

  Yes

  No

  N/A

• Service center has appropriate and functioning lighting in all areas. Emergency lighting available

  Yes

  No

  N/A

• All storage locations/shelving labeled

  Yes

  No

  N/A

• All employees know how to locate SDS documents on 3E site

  Yes

  No

  N/A

• Know and understand how to read and use SDS

  Yes

  No

  N/A

Facility Requirements Totals

• Quality Processing Area

• Check and review the dirty storage and processing areas for correct setup, equipment and postings

  Yes

  No

  N/A

• Observe employees completing specific tasks

  Yes

  No

  N/A

• Quality Processing Area Postings

  Yes

  No

  N/A

• Hand Hygiene visual work instruction

  Yes

  No

  N/A

• PPE visual work instruction

  Yes

  No

  N/A

• How to Prevent Infection / Did You Wash Your Hands?

  Yes

  No

  N/A

• Chemical Testing and Hand Mixing Process visual work instruction

  Yes

  No

  N/A

• QC process visual work instruction:

  Yes

  No

  N/A

• Visual work instructions appropriate for each service center (e.g. Steri-Fab Application; RotoProne Visual Standards)

  Yes

  No

  N/A

• Eye Wash Station has identifying and visible posting

  Yes

  No

  N/A

• Processing area has appropriate slippery floor or equivalent posting for when there is a potential for wet/slippery floors

  Yes

  No

  N/A

Quality Processing Area – General Requirements

• Dirty hold area taped and labeled. All dirty products are covered with blue covers or bags

  Yes

  No

  N/A

• Approved Sharps container; a mail back regulated medical waste container and/or a red plastic bag are available for use

  Yes

  No

  N/A

• Regulated Waste log maintained

  Yes

  No

  N/A

• Currently only state of PA requires the log

  Drawing

• SDS binder if required by local/state laws

  Yes

  No

  N/A

• Employees have access to appropriate PPE and know how and when to use it

  Yes

  No

  N/A

• Chemical spill kit is available, and employees know how to use it. (Check shelf life)

  Yes

  No

  N/A

• Eyewash station drains properly, covers and unit are clean and calcium free – eye wash station checks correctly documented

  Yes

  No

  N/A

• Steri-Fab sprayers have marbles for proper disbursement

  Yes

  No

  N/A

• Correct log being used for Steri-Fab

  Yes

  No

  N/A

• Correct Sanitation (Law) Labels are attached to assets

  Yes

  No

  N/A

• Oklahoma: Revenue Stamp is attached to Sanitation Label

  Yes

  No

  N/A

• Processing carts are available with all necessary supplies. Secondary containers have correct HMIS/WHMIS labels

  Yes

  No

  N/A

• Clean assets are covered/bagged in clear plastic

  Yes

  No

  N/A

• Quality processing area has all necessary tools and equipment. Calibrated equipment have stickers displaying current calibration dates

  Yes

  No

  N/A

• Employees know process for missing/expired calibration dates or test equipment failure

  Yes

  No

  N/A

• Weights are verified and labeled correctly. 100g weight available if needed

  Yes

  No

  N/A

• Cushion tester is labeled correctly including a current PM sticker

  Yes

  No

  N/A

• All employees know how to use and test cushion tester, logging results correctly

  Yes

  No

  N/A

• All paint and approved chemicals are labeled correctly and not expired

  Yes

  No

  N/A

• Any parts used in quality processing, including replacement cushions, are covered or placed in containers with correct labeling

  Yes

  No

  N/A

• Process for accessories is followed (Lift Poles, IV Poles, O2 Holders, Trapeze)

  Yes

  No

  N/A

• All used batteries stored properly in closed plastic container with vented lid

  Yes

  No

  N/A

• Evidence that quality processing area garbage cans emptied daily when used

  Yes

  No

  N/A

• Evidence that quality-processing area is mopped when used. Mops and rags cleaned and maintained correctly

  Yes

  No

  N/A

• Team members know how to access appropriate information on Connect SharePoint site

  Yes

  No

  N/A

• Product information

  Yes

  No

  N/A

• Label guides

  Yes

  No

  N/A

• SOPs/WIs

  Yes

  No

  N/A

• Quality processing observation of team member

  Yes

  No

  N/A

• Team member demonstrated knowledge and skill with all required SAP transactions

  Yes

  No

  N/A

Quality Processing Totals

• Assets

• Check assets in the designated “Ready” and “Repair” areas

  Yes

  No

  N/A

• General Asset Requirements

  Yes

  No

  N/A

• Customer owned products stored in appropriate hold location and labeled correctly

  Yes

  No

  N/A

• Assets used for customer demo and/trials stored in appropriate location and labeled correctly. Demo tag in use

  Yes

  No

  N/A

• Product files available for all frame products in the service center

  Yes

  No

  N/A

Assets – Ready Area

• All products in “Ready” meet quality and infection control standards,

  Yes

  No

  N/A

• Good aesthetics

  Yes

  No

  N/A

• QRG and/or QR Code

  Yes

  No

  N/A

• PM and battery stickers

  Yes

  No

  N/A

• All assets in “Ready” have all required legible manufacture labels

  Yes

  No

  N/A

• Pumps must be in an individual bag with QC sheet visible inside bag and stored correctly

  Yes

  No

  N/A

• Skin IQ on a Citadel frame is installed with the cover folded down and the fan unplugged

  Yes

  No

  N/A

• Asset – Repair Area

• Assets requiring repair identified with down tag and found in correct ERP system location

  Yes

  No

  N/A

• Assets in “Repair” have appropriate quality control checklists on them

  Yes

  No

  N/A

• All repair parts are stored and labeled appropriately

  Yes

  No

  N/A

• Chemicals, lubricants and paint are labeled, stored correctly and not expired

  Yes

  No

  N/A

• Repair area has all necessary equipment, and calibrated tools have stickers displaying current calibration dates

  Yes

  No

  N/A

• Tools and equipment used in repair area are labeled and stored appropriately

  Yes

  No

  N/A

Asset Totals

• Vehicles

• Check cab and cargo area along with required driver and vehicle documents

• General Vehicle Requirements

• Geotab telematics device installed and working

  Yes

  No

  N/A

• Truck cab/exterior is clean and free of trash and debris

  Yes

  No

  N/A

• Truck cargo area is clean and all equipment loading and functioning

  Yes

  No

  N/A

• Required equipment to secure frames is available, including foam for truck sides

  Yes

  No

  N/A

• Product is loaded appropriately

  Yes

  No

  N/A

• Dirty/clean product is clearly identified and separated

  Yes

  No

  N/A

• PPE located in vehicle along with First Aid Kit

  Yes

  No

  N/A

• Fire Extinguishers are in cab and fully charged; emergency triangles are available

  Yes

  No

  N/A

• Preventive Maintenance Receipts uploaded to Holman

  Yes

  No

  N/A

• Repair Receipts uploaded to Holman

  Yes

  No

  N/A

• Service Consultants know how to view previous DVIR in Geotab Drive. Hard copy DVIR on file for 90 days

  Yes

  No

  N/A

• Required paperwork in vehicle, if using hard copy:

  Yes

  No

  N/A

• Previous driver DVIR

  Yes

  No

  N/A

• Current driver DVIR

  Yes

  No

  N/A

• Required paperwork in vehicle binder

  Yes

  No

  N/A

• Valid insurance/registration

  Yes

  No

  N/A

• Valid fuel card

  Yes

  No

  N/A

• HOS Public Safety Letter

  Yes

  No

  N/A

• 150 air mile map/CA 100 air mile map

  Yes

  No

  N/A

Vehicle Postings – Box Truck Only

• Loading Inventory Diagram

  Yes

  No

  N/A

• Wall Position Loading Diagram

  Yes

  No

  N/A

• Proper Use of Ratchet

  Yes

  No

  N/A

Vehicle Totals

• Operational Area

• People

• Document Retention

• Facility Posting

• Facility Requirements

• Quality Processing

• Assets

• Vehicles

• Total

• Total applicable questions:

• Site Inspection Review Score:

• Part 2 - Scoring system:

• Acceptable – evidence of activity being done correctly – 5 points

• Nr 18 = 0 – 15 points

• Needs Improvement – activity done sporadically or incorrectly – 0 - 4

• Any “Needs Improvement” will require the completion of an Improvement plan using the Self-Inspection Improvement Plan. Part 2 – Total score will be based total score value achieved

• Final score = Part 1 + Part 2/2 (ex. 92 + 85/2 = 89)

• Part 2 - Operational Checks

• Acceptable

• Check on use of the Daily/Weekly Walkabout form

• Do all team members know how to use T-Card system? Are they completing T-Card activities?

• Check prior day's DVIR report for Pre/Post trip Inspections. Verify there are no missing inspections when comparing to truck trips in GeoTab

• Vehicle maintenance up to date – no past due PMs or required inspections

• Check schedule for any necessary changes to cover planner and ensure changes will not result in HOS violations

• Review MyMediset / Reservation Monitor for any issues. What are the daily practices for managing open and aging orders?

• Review IW73 / IW72 for any pending order issues. What are the daily practices for managing open and aging orders?

• Download report from either IH08 or Z15_D102 for storage location 9100 (Quality Processing)

• Review most recent past inventory report. All missing assets been located and/or reconciled

  Yes

  No

  N/A

• Team members demonstrate knowledge and skill with all required SAP transactions

  Yes

  No

  N/A

• Random Check of Ready assets:

• *Asset is clean and covered with clear plastic

  Yes

  No

  N/A

• *Copy of SAP QC sheet found on asset

  Yes

  No

  N/A

• *QRG and/or QR Code attached

  Yes

  No

  N/A

• *Blue return cover included

  Yes

  No

  N/A

• *Correct labels on asset

  Yes

  No

  N/A

• *Battery and PM dates are not expired/past due

  Yes

  No

  N/A

• Random check on 2 PM documents - both electronic and hard copy files

  Yes

  No

  N/A

• Review for PM Date in Class Overview: and 2 yrs of PM checklists in file. Checklist attached to WO in SAP

  Yes

  No

  N/A

• Box units needing repair have been shipped to designated depot and transferred correctly in SAP

  Yes

  No

  N/A

• All shipments from distribution warehouse are opened, verified and received in SAP

  Yes

  No

  N/A

• Down tag check – product handled appropriately within requirement timeframe

  Yes

  No

  N/A

• Product disposal – check paperwork and SAP SO for correctness. No evidence of scrapped products >30 days in overflow or repair

  Yes

  No

  N/A

• Team members demonstrate knowledge and skill with all required SAP transactions

  Yes

  No

  N/A

• Review SAP service order documentation - 6 random serial numbers and 3 random service orders completed in the most recent 3 months

• *ZCRE / *ZSR-PM / *ZSR-BAT / *ZSR-RTR

• *ZSR-UPG (Activity = 15 points)

  Yes

  No

  N/A

• Site Inspection Review Score:

• Operational Check Score:

• Final Score: