Service Quality Audit - PERTH. - duplicate

• Document No.

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Technician being audited

Service/Product Knowledge

• Provide two (2) benefits sanitising?

  Yes

  No

  N/A

• What is the first thing you do when servicing a sanitiser?

  Yes

  No

  N/A

• Provide three(3) reasons for a deep clean service?

  Yes

  No

  N/A

• Provide two (2) benefits of the air freshener service ?in.

  Yes

  No

  N/A

• Provide types of sanitary service offered?

  Yes

  No

  N/A

• Provide two (2) benefits of the sanitary disposal service?

  Yes

  No

  N/A

• Provide two (2) benefits of the nappy disposal service?

  Yes

  No

  N/A

• What is the main reason for a vending machine service?

  Yes

  No

  N/A

• What is the first thing you do when starting your day?

  Yes

  No

  N/A

• What is the first thing you do when you arrive at a customers site?

  Yes

  No

  N/A

• What is the first thing you do after entering the site and signing in?

  Yes

  No

  N/A

• What do you always remove from site at the completion of the service?

  Yes

  No

  N/A

• Provide two (2) benefits of the soap service?

  Yes

  No

  N/A

• Provide examples of 3 types of soap service offered?

  Yes

  No

  N/A

• Provide two (2) reasons for the sharps disposal services?

  Yes

  No

  N/A

• What is the benefits of the toilet seat wipe service?

  Yes

  No

  N/A

• Provide two (2) reasons for the hand dryer service?

  Yes

  No

  N/A

• Provide examples of two (2) hand dryers?

  Yes

  No

  N/A

• What are 3 safety items you check when servicing a baby change table?

  Yes

  No

  N/A

• Provide a reason for the pure air service?

  Yes

  No

  N/A

• Automatic flushing is usually installed for 2 reasons, what are they?

  Yes

  No

  N/A

Arrival on site / Service Delivery

• Did the service advisor follow all road rules whilst traveling to the next call?

  Yes

  No

  N/A

• Did the service person park in a safe location on or near the customers site?

  Yes

  No

  N/A

• Did the service person review their PDA or run sheet to assess what was being serviced?

  Yes

  No

  N/A

• Were all site specific safety instructions followed?

  Yes

  No

  N/A

• Was the trolley safely removed from the vehicle / if needed?

  Yes

  No

  N/A

• Was the trolley checked to see if it was visually clean ready for use / if needed?

  Yes

  No

  N/A

• Was the trolley loaded correctly with the consumables needed to conduct the service / if needed?

  Yes

  No

  N/A

• Did the service person advisor report their arrival on site?

  Yes

  No

  N/A

• Did the service person sign in on arrival / if needed and signed out?

  Yes

  No

  N/A

• Did the service trolley hit the walls, doorways etc while moving around the site / if needed?

  Yes

  No

  N/A

• Were the condition of the washrooms left as found after the service?

  Yes

  No

  N/A

• We're any noted problems reported at the end of the service to the site contact?

  Yes

  No

  N/A

• Were any noted problems ALERTED in there RED ALERT Book and given to there supervisor back at the Depot?

  Yes

  No

  N/A

• Was the run sheet/PDA signed by the customer at the end of the service?

  Yes

  No

  N/A

• Did the service person sign out when finished / if they signed when they arrived?

  Yes

  No

  N/A

Personal Presentation And Hygiene

• Clean and neat hair?

  Yes

  No

  N/A

• Clean shaven, neat beard?

  Yes

  No

  N/A

• Trousers or shorts with the Initial logo,clean and pressed, no stains,rips or tears?

  Yes

  No

  N/A

• Shirt,clean,no Stains,rips,with Initial logo,tucked in unless designed to hang out ?

  Yes

  No

  N/A

• Clean jumper or jacket with Initial logo, stored to insure it looks good when worn?

  Yes

  No

  N/A

• Overalls clean, stored to ensure presentation standard, no rips or tears?

  Yes

  No

  N/A

• Black polished safety shoes or safety boots? (No runners)

  Yes

  No

  N/A

• Light weight spray jacket for use on wet days?

  Yes

  No

  N/A

• Initial security photo ID tags worn at all times, kept in good condition?

  Yes

  No

  N/A

• Overalls present for general service advisors?

  Yes

  No

  N/A

• Commonwealth card produced on demand?

  Yes

  No

  N/A

• Coles induction card produced on demand?

  Yes

  No

  N/A

Safety Equipment

• Respirator (if required- must have when using deep clean chemicals?

  Yes

  No

  N/A

• Filter cartridges suitable for chemicals and within use by date?

  Yes

  No

  N/A

• Stored in a suitable bag/container to avoid chemical contamination,keep clean?

  Yes

  No

  N/A

• Service Advisor can produce it on demand without searching van?

  Yes

  No

  N/A

• Gloves(all type required for job functions, Depot, Sanitary, General)?

  Yes

  No

  N/A

• Still serviceable, no holes or tears?

  Yes

  No

  N/A

• Kept in a clean state, to maintain professional presentation?

  Yes

  No

  N/A

• Stored were accessible and can show you where they are?

  Yes

  No

  N/A

• Gloves removed prior to signing of run sheet or PDA with the customer?

  Yes

  No

  N/A

• Safety glasses : Serviceable,frames and lenses complete?

  Yes

  No

  N/A

• Clean and stored to prevent lenses from being scratched?

  Yes

  No

  N/A

• Stored in a safe area and can produce when requested?

  Yes

  No

  N/A

• Hard Hat : Stored in a safe area and can produce when requested?

  Yes

  No

  N/A

• Clean and Stored in a safe area and can produce when requested?

  Yes

  No

  N/A

• Safety Vest : Clean with Initial Logo?

  Yes

  No

  N/A

• Ear Plugs : Kept in a clean state?

  Yes

  No

  N/A

• Stored in a safe area and can produced when requested?

  Yes

  No

  N/A

• Safe Operation from vehicle?

  Yes

  No

  N/A

• Trolley used for heavy loads?

  Yes

  No

  N/A

• Truck steps used when unloading from top level?

  Yes

  No

  N/A

• Work from kerb side when out on the roadway ?

  Yes

  No

  N/A

• Spills cleaned up?

  Yes

  No

  N/A

• No goods or equipment, sanitary bins etc to be stored in cabin of the vehicle?

  Yes

  No

  N/A

• Goods stored and secured properly?

  Yes

  No

  N/A

• PPE Bucket in Vehicle:Stocked with ear plugs, Gloves,Dust Mask,Safety Glasses,sunscreen & Hand sanitiser?

  Yes

  No

  N/A

Vehicle

• Fire Extinguisher?

  Yes

  No

  N/A

• Is fitted to vehicle,stored in a cradle and fully charged?

  Yes

  No

  N/A

• Demonstrate the removal of Extinguisher from cradle without hesitation?

  Yes

  No

  N/A

• Demonstrate how to activate Extinguisher, and method of putting fire out?

  Yes

  No

  N/A

• Presentation / Clean floors in cabs and goods compartment,floor mats in good clean condition?

  Yes

  No

  N/A

• Clean windows, and surrounding window rubbers

  Yes

  No

  N/A

• Clean dashboard and instruments binnacle,no buildup of dirt or dust?

  Yes

  No

  N/A

• Floors clean and swept in back of truck or van?

  Yes

  No

  N/A

• Clean seats,under seats and behind seats?

  Yes

  No

  N/A

• Exterior of Vehicles is washed and cleaned on a regular basis?

  Yes

  No

  N/A

• First Aid Kit / Present in Vehicle?

  Yes

  No

  N/A

• Stored in accessible location?

  Yes

  No

  N/A

• Contents within use by dates?

  Yes

  No

  N/A

• Tools and Equipment / serviceable and stored correctly?

  Yes

  No

  N/A

• Ladder present, clean and in working order?

  Yes

  No

  N/A

• Torch present and in working order?

  Yes

  No

  N/A

• Service in progress sign present in Vehicle and clean?

  Yes

  No

  N/A

• Spill kit in Vehicle?

  Yes

  No

  N/A

• Vehicle service schedule?

  Yes

  No

  N/A

• Knowing when the service is due?

  Yes

  No

  N/A

• Know what there Vehicle takes/ Petrole,/ Diesel and where it goes?

  Yes

  No

  N/A

• Know where and how to check / Oil, Water, Brake Fluid and Water for the Wipers?

  Yes

  No

  N/A

• Know what Air Pressure goes in the tyres,for there Vehicle and how to do it?

  Yes

  No

  N/A

• Know where there NRMA Tags are incase of brake down?phone: 1300369349?

  Yes

  No

  N/A

• Height of Vehicle on Dash and take 5 signs as well?

  Yes

  No

  N/A

• Monthly Vehicle and equipment inspection form completed?

  Yes

  No

  N/A

• Service sticker affixed/ if needed?

  Yes

  No

  N/A

• Storage of Clean and dirty units differentiated?

  Yes

  No

  N/A

• Heavy items stored low in Vehicle?

  Yes

  No

  N/A

• Storage boxes used for small loose items?

  Yes

  No

  N/A

• No rubbish to hamper storage?

  Yes

  No

  N/A

• Documentation in Vehicle/ Red Alert Book, Leads Book and Service Docket book?

  Yes

  No

  N/A

• Custom fleet card?

  Yes

  No

  N/A

• Custom fleet drivers guide?

  Yes

  No

  N/A

• Street directory present and in workable condition, less than 3 years?

  Yes

  No

  N/A

• (MSDS) & (SWMS) in Vehicle and in good condition?

  Yes

  No

  N/A

• Service Companion in Vehicle and in good Condition ?

  Yes

  No

  N/A

• Myers/Coles Site Risk Assessment Form present?

  Yes

  No

  N/A

• Big W Maintenance authority form present?

  Yes

  No

  N/A

• Transdata Equipment PDA in good working order and clean?

  Yes

  No

  N/A

• Charger in vehicle and in good working order?

  Yes

  No

  N/A

• Pouch accessible and in good working order?

  Yes

  No

  N/A

Transdata service records

• Service frequency?

  Yes

  No

  N/A

• On line?

  Yes

  No

  N/A

• Run sheet signed for each call(unless this is physically impossible)?

  Yes

  No

  N/A

• Contact person name and position present run sheet?

  Yes

  No

  N/A

• Does the service person validate the service contact name?

  Yes

  No

  N/A

Reporting

• Weekly service report Handed in on time?

  Yes

  No

  N/A

• All sections completed?

  Yes

  No

  N/A

• Sales Leads : Can describe the current sales lead program in place for service Advisors?

  Yes

  No

  N/A

• Problem feedback: Are any problems reported to the customer?

  Yes

  No

  N/A

• Are any problems reported to the service Department through RED ALERT FORM?

  Yes

  No

  N/A

Sanitary Service

• Does the service Driver have a service trolley?

  Yes

  No

  N/A

• Is the trolley utilised when required for loads greater than 4sanitary or 2 nappy units?

  Yes

  No

  N/A

• Is the trolley loaded with 9sanitary units or less?

  Yes

  No

  N/A

• Is the trolley in a serviceable condition?

  Yes

  No

  N/A

• Is there a Courtesy cover?

  Yes

  No

  N/A

• Is the cover clean with no Tears?

  Yes

  No

  N/A

• Door labels still legible?

  Yes

  No

  N/A

• Unit lid labels: still legible and clean?

  Yes

  No

  N/A

• Cleanliness of Lids: clean inside and outside?

  Yes

  No

  N/A

• Cleanliness of Bins: clean inside and outside?

  Yes

  No

  N/A

• No water marks?

  Yes

  No

  N/A

• Stainless steel surround wiped with suitable oil and soft cloth?

  Yes

  No

  N/A

• Any Broken Components: Breaks in lids,flaps or bins?

  Yes

  No

  N/A

• All Auto lids in good working order?

  Yes

  No

  N/A

• Were all auto lids turned off going in and out of a premise?

  Yes

  No

  N/A

General Services on site

• Has the service person got all the right service Keys?

  Yes

  No

  N/A

• Door sign used when servicing washroom?

  Yes

  No

  N/A

• Service trolley is not used in stairwells?

  Yes

  No

  N/A

• Safety glasses worn?

  Yes

  No

  N/A

• Spray and wipe and cleaning cloths present?

  Yes

  No

  N/A

• Soap consumption is monitored, extra soap is not left as a matter of course?

  Yes

  No

  N/A

• Nothing is disposed of at the customers premises; all old/used material is to be disposed of at the depot?

  Yes

  No

  N/A

All external sanitisers on site

• External/internal cleaning of unit?

  Yes

  No

  N/A

• Brand logo intact and legible?

  Yes

  No

  N/A

• All cover screws/locks & fasteners fitted?

  Yes

  No

  N/A

• Does unit operate on flush(& suds in water?)

  Yes

  No

  N/A

• Pin or digital controller settings correct?

  Yes

  No

  N/A

• Fluid level OK?

  Yes

  No

  N/A

• Batteries OK?

  Yes

  No

  N/A

• Delivery tube serviceable

  Yes

  No

  N/A

• No cracks/breakages?

  Yes

  No

  N/A

• Securely mounted to wall surface?

  Yes

  No

  N/A

• Saddle&stainless steel pipe/seal good?

  Yes

  No

  N/A

• Sensors in cistern correct & working?

  Yes

  No

  N/A

• Cistern lid fitting correctly?

  Yes

  No

  N/A

• Cavity cistern cover plate removed and replaced correctly?

  Yes

  No

  N/A

All internal sanitisers on site

• Unit located correctly in cistern?

  Yes

  No

  N/A

• External/internal appearance, cleanliness good?

  Yes

  No

  N/A

• Label in good condition(please flush)?

  Yes

  No

  N/A

• Does unit operate on flush(suds in water)?

  Yes

  No

  N/A

• Fluid level ok?

  Yes

  No

  N/A

• Cistern lid fitting correctly?

  Yes

  No

  N/A

• Cavity cistern access to jar good?

  Yes

  No

  N/A

All Soap Dispensers on site?

• Brand logo intact and legible?

  Yes

  No

  N/A

• External/internal appearance, cleanliness?

  Yes

  No

  N/A

• Cover screws or fasteners intac?

  Yes

  No

  N/A

• No cracks/breakages?

  Yes

  No

  N/A

• Securely mounted to wall surface?

  Yes

  No

  N/A

• Correct soap used in unit?

  Yes

  No

  N/A

• Located over hand basin/bench?

  Yes

  No

  N/A

• Pump& nozzle operate and clean?

  Yes

  No

  N/A

• Soap quality & colour consistent?

  Yes

  No

  N/A

• Mould not evident?

  Yes

  No

  N/A

All Vending Machines on site

• External/Internal cleaning of machine?

  Yes

  No

  N/A

• Label/sticker in good condition?

  Yes

  No

  N/A

• Product labels in goon condition/complete?

  Yes

  No

  N/A

• Product stacked to read through viewer?

  Yes

  No

  N/A

• Machine stocked, coins cleared?

  Yes

  No

  N/A

• Padlocks/door locks secure?

  Yes

  No

  N/A

• Unit working, test all functions?

  Yes

  No

  N/A

Air PureUnit

• Power switched OFF before unit cover is open?

  Yes

  No

  N/A

• Fans replaced as per run sheet?

  Yes

  No

  N/A

• Plates replaced as per run sheet?

  Yes

  No

  N/A

• White powder residue and dust cleaned from internal plate with soft brush?

  Yes

  No

  N/A

• External/internal cleaning of units?

  Yes

  No

  N/A

• Brand logo intact and legible?

  Yes

  No

  N/A

• Filter cleaned?

  Yes

  No

  N/A

• Ozone levels adjusted to suit washroom?

  Yes

  No

  N/A

• Powder cable neatly tied/secured?

  Yes

  No

  N/A

• Cover screws or fasteners fitted and tight?

  Yes

  No

  N/A

Sharps Disposal

• Sharps Emergency response kit carried during service?

  Yes

  No

  N/A

• Exposed syringes picked up with the use of an approved hand tool?

  Yes

  No

  N/A

• All syringes carried in approved sealed container?

  Yes

  No

  N/A

• External /internal cleaning of unit during service?

  Yes

  No

  N/A

• Unit door locks intact and lubricated as required ?

  Yes

  No

  N/A

• Brand logo intact and legible?

  Yes

  No

  N/A

• Securely mounted to wall surface?

  Yes

  No

  N/A

• Cubicle labels fitted where required?

  Yes

  No

  N/A

• Disposal container fitted into bracket?

  Yes

  No

  N/A

• Records maintained where required?

  Yes

  No

  N/A

All Clinical Waste

• Foot pedal units operate correctly?

  Yes

  No

  N/A

• Correctly sized unit?

  Yes

  No

  N/A

• Unit cleaned during service?

  Yes

  No

  N/A

• Label in good condition?

  Yes

  No

  N/A

• Clinical waste must be carried in. Suitable container,not carried in a plastic bag?

  Yes

  No

  N/A

• Not disposed in general waste bins?

  Yes

  No

  N/A

• Secured to wall/floor where required?

  Yes

  No

  N/A

• Unit in good condition?

  Yes

  No

  N/A

All Air fresheners on site

• All covers screws,fasteners or locks intact?

  Yes

  No

  N/A

• Spray interval set correctly?

  Yes

  No

  N/A

• Securely mounted to wall surface?

  Yes

  No

  N/A

• External/internal surfaces cleaned during service?

  Yes

  No

  N/A

• Brand logo intact and legible?

  Yes

  No

  N/A

• No cracks/breakages?

  Yes

  No

  N/A

• Fragrances specified on run sheet used during service?

  Yes

  No

  N/A

• Battery changed as per run sheet?

  Yes

  No

  N/A

All air fresheners on site (continued)?

• Counter re-set last service?

  Yes

  No

  N/A

• Clock time set correctly?

  Yes

  No

  N/A

• Fan cleaned at each service?

  Yes

  No

  N/A

• Gel fragrance replaced at service call?

  Yes

  No

  N/A

• Battery fitted correctly?

  Yes

  No

  N/A

• Remote control activates unit?

  Yes

  No

  N/A

• Remote program checked at each time?

  Yes

  No

  N/A

• Aerosol can tested prior to fitting?

  Yes

  No

  N/A

• Correct nozzle fitted to suit unit?

  Yes

  No

  N/A

All Descales on site

• Is all specified PPE (personal protective equipment ) being used?

  Yes

  No

  N/A

• Wet all surfaces before using chemicals?

  Yes

  No

  N/A

• Use appropriate tools to descale surfaces and drain pipes?

  Yes

  No

  N/A

• Use of door sign to indicate presence in washroom?

  Yes

  No

  N/A

• Create additional ventilation if possible?

  Yes

  No

  N/A

• All surfaces Descaled?

  Yes

  No

  N/A

• Urinal rose fitted and secure after service?

  Yes

  No

  N/A

• WC seat removed during clean where possible?

  Yes

  No

  N/A

• Water dispersion pipe?

  Yes

  No

  N/A

• Cistern?

  Yes

  No

  N/A

• Step area?

  Yes

  No

  N/A

• Drain and drain cover?

  Yes

  No

  N/A

• Wipe away excess water from floor and step of urinal?

  Yes

  No

  N/A

• Make sure acid, if used, is thoroughly washed away?

  Yes

  No

  N/A

• Leave the area clean and tidy in general?

  Yes

  No

  N/A

• At completion of the descaling process,spray aerosol spray to remove odour?

  Yes

  No

  N/A

• Do not use the customers paper towels ect?

  Yes

  No

  N/A

All smokers please on site

• External/internal surfaces cleaned during service?

  Yes

  No

  N/A

• Secured to wall as required ?

  Yes

  No

  N/A

• All specified PPE must be used during the service?

  Yes

  No

  N/A

• Unit door locks intact and lubricated as required ?

  Yes

  No

  N/A

• Waste materials disposed in accordance with handbook?

  Yes

  No

  N/A

• Ensure all butts are removed from below the unit after the service?

  Yes

  No

  N/A

Hardware Installation

• Make contact with the nominated customer representative?

  Yes

  No

  N/A

• Touch button and activity wallet?

  Yes

  No

  N/A

• Walk around site and discuss placement and installation techniques?

  Yes

  No

  N/A

• Ensure compliance with all on site safety regulation and inductions?

  Yes

  No

  N/A

• Units mounted level and correct to suit its application?

  Yes

  No

  N/A

• Unit installed using the appropriate mounting method?

  Yes

  No

  N/A

• Unit mounted square to wall/grout lines?

  Yes

  No

  N/A

• Mounting holes drilled into tile grout lines where possible at all times?

  Yes

  No

  N/A

• Initial timing set up for all unit at installation?

  Yes

  No

  N/A

• Correct consumables used for each item being serviced?

  Yes

  No

  N/A

• All cover screws,fasteners or locks intac?

  Yes

  No

  N/A

• Secured to wall as required?

  Yes

  No

  N/A

• Correct unit installed for each location?

  Yes

  No

  N/A

• Ensure the unit is operating in a manner correct for the installation as per the service handbook?

  Yes

  No

  N/A

• Service door sign used in all cases?

  Yes

  No

  N/A

• Uniformity of unit mounting heights throughout site?

  Yes

  No

  N/A

• Check for cabling and pipes in wall prior to drilling?

  Yes

  No

  N/A

• Use ELCB extension leads at all times?

  Yes

  No

  N/A

• All 240 volt hand tools are tested and tagged?

  Yes

  No

  N/A

• Complete full site survey at completion of installation which includes unit types and models?

  Yes

  No

  N/A

• Test operation of all units?

  Yes

  No

  N/A

• At completion of installation advise contact and check satisfaction?

  Yes

  No

  N/A

• Ensure the area is left in the same state as you found it.clean up all debris and return to depot?

  Yes

  No

  N/A

• Customers Visited During Audit.

  Yes

  No

  N/A

• Observations and comments made during the Audit Process.

  Yes

  No

  N/A

• Please rate the level of service between 1 to 10 with 1 being poor and 10 exceeding expectations.

• Enter agreed actions in point form based on audit findings

• Service technician has reviewed audit with auditor and signs as confirmation.

  Sign

• Confirmation signature from Auditor

  Sign