SES RGM Store Visit Review

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

People

• Are all colleagues in correct uniform?

  Yes

  No

  N/A

• Reviews are being conducted as per policy, talent pipeline - PDRs/PDPs

  Yes

  No

  N/A

• Clear evidence of recognition and accountability on performance

  Yes

  No

  N/A

• Evidence of conduct and capability being managed

  Yes

  No

  N/A

• Skills Matrix in place and owned by SAT

  Yes

  No

  N/A

• Team are able to articulate Reward, Engineer, SAT and CC

  Yes

  No

  N/A

• Fuse learning up to date

  Yes

  No

  N/A

• Aware of expectations

  Yes

  No

  N/A

• Evidence of the customer journey

  Yes

  No

  N/A

• Begin

• Continue

Communication

• Back office has completed promise board and colleagues can talk through performance

  Yes

  No

  N/A

• Customer Promise Plan visible and colleagues can talk through this

  Yes

  No

  N/A

• Team are all aware of SES weekly priorities - 4 Box Grid

  Yes

  No

  N/A

• Evidence of departmental meetings with clear actions

  Yes

  No

  N/A

• Promotions are brought to life and evidently being used by colleagues

  Yes

  No

  N/A

• Begin

• Continue

Customer Journey

• CJL rota in place and clear activity CJL in store

  Yes

  No

  N/A

• Colleagues are using the demo devices to show something amazing

  Yes

  No

  N/A

• Colleagues are utilising downtime, using Backstage, and learning about products

  Yes

  No

  N/A

• Smart Academy is being introduced as a reason to buy from SES

  Yes

  No

  N/A

• Customer Charter understood by colleagues and being followed

  Yes

  No

  N/A

• Telephones being answered

  Yes

  No

  N/A

• Colleagues aware of Samsung.com propositions

  Yes

  No

  N/A

• Review WCSS results and actions

  Yes

  No

  N/A

• Begin

• Continue

Operations

• Holiday rota in place and SAT and BM holidays as per regional guidelines

  Yes

  No

  N/A

• 6 weeks rotas in place and maximising headcount and SOH

  Yes

  No

  N/A

• Store achieving SOH measures, auto schedules, weekend working (weekly SOH report)

  Yes

  No

  N/A

• Team are using Medics for operational and commercial escalations

  Yes

  No

  N/A

• Operational tasks escalated via the Escalation Pack

  Yes

  No

  N/A

• Daily R&R sheet being used

  Yes

  No

  N/A

• Weekly iAuditor being used

  Yes

  No

  N/A

• Back office areas are clean and inviting (Staff area, toilets, cubby holes)

  Yes

  No

  N/A

• Is the shop floor compliant to Samsung store audit?

  Yes

  No

  N/A

• Back office procedures all completed (banking, reconciliation, 2nd/faulty, and paperwork filed?)

• Begin

• Continue

Commerciality

• Team are clear on performance and reward MTD

  Yes

  No

  N/A

• Team are utilising the 040 report daily

  Yes

  No

  N/A

• Team clear on targets and performance for WTD and previous week

  Yes

  No

  N/A

• Aware of propositions including FBB, Right Sell, Accessories

  Yes

  No

  N/A

• Following recovery plan if missed COGS previous month

  Yes

  No

  N/A

• Right Sell documents being used

  Yes

  No

  N/A

• Promise board up to date

  Yes

  No

  N/A

• Discuss with colleagues accessory attach targets

  Yes

  No

  N/A

• Capture stock outs

  Yes

  No

  N/A

• Observation of colleague

• Begin

• Continue

Services

• Review 1:1s with L1/L2s have been completed

  Yes

  No

  N/A

• TAT, LTP, Stock Review - top 5 actions per store

  Yes

  No

  N/A

• NPS portal - review store feedback from last week

  Yes

  No

  N/A

• Review targeting - using Service promise target board

  Yes

  No

  N/A

• Team are able to articulate reward. Engineer, SAT and CC

  Yes

  No

  N/A

• To review verbatim NPS feedback with manager and resolve detractor, operational and people concerns

  Yes

  No

  N/A

• Begin

• Continue

FCA

• Review 4 'Must Do's' with a colleague

  Yes

  No

  N/A

• Review CATI results <80% and activity

  Yes

  No

  N/A

• Review 2nd and 3rd payment scores and activity

  Yes

  No

  N/A

• Insurance Need Form - completions

  Yes

  No

  N/A

• Review SAT 1:1 observations and scores

  Yes

  No

  N/A

• Review Fuse training course completion

  Yes

  No

  N/A

• Review Manager 1:1 observations

  Yes

  No

  N/A

• Store implementing FCA plan?

  Yes

  No

  N/A

• Begin

• Continue

SAT

• Evidence of store working to Smart Academy plan

  Yes

  No

  N/A

• Observations are being used and team can articulate "Upgrade your Eco System mentality"

  Yes

  No

  N/A

• Team are using SSSSATBOOKING to book in academy classes

  Yes

  No

  N/A

• Colleagues not offering SA highlighted and improvement plans in place

  Yes

  No

  N/A

• Begin

• Continue