Site Visit Rural & Regional SANT

• Outlet: SA

• WCC

• Postal Manager Name

• Conducted :

  Date

• Prepared by Kym Altmann - Manager Rural & Regional SANT

  Select Garry France - SANT RNP Rural North Network Manager Natalie Mackintosh - SANT RNP Metro Network Manager Benjamin Snyders - SANT RNP Rural South Network Manager Kym Altmann Mark Jensen Janet Day Ian Jennings

  • Garry France - SANT RNP Rural North Network Manager
  • Natalie Mackintosh - SANT RNP Metro Network Manager
  • Benjamin Snyders - SANT RNP Rural South Network Manager
  • Kym Altmann
  • Mark Jensen
  • Janet Day
  • Ian Jennings
• Location Address:
  Address

• Is it intended that this section be completed as a part of this visit?

  Yes

  No

• Check to see that all items outstanding have been completed from the last visit:

  Yes

  No

• Upload the last Visit Report

  Media

• Is it intended that this section be completed as a part of this visit?

  Yes

  No

• Is the external appearance of the building satisfactory?

  Yes

  No

• Take photos of the external of the building

  Media

• Is correct signage in place?

  Yes

  No

  N/A

• Take photos of the external signage

  Media

• Are the Post Office Boxes in good condition?

  Yes

  No

• What type of Post Office Boxes are installed? (multiple choice active)

  Select "P" Branded "COA" Branded "AOC" Branded None Installed

  • "P" Branded
  • "COA" Branded
  • "AOC" Branded
  • None Installed

• If C of A Post Office Boxes are in situ please note how many

  Number of SMALL C of A Post Office Boxes

  Number of MEDIUM C of A Post Office Boxes

  Number of LARGE C of A Post office Boxes

• Take Photos of the Post Office Boxes (If Applicable)

  Media

• Does Street Posting Box have correct information on the box? I.e - Mail Closing Times, Dangerous Goods etc.

  Yes

  No

  Nil Street Posting Box

• Take photos of the Street Posting Box (if applicable)

  Media

• Clear window policy being adhered to?

  Yes

  No

• Are office trading hours displayed?

  Yes

  No

• Is security signage on display?

  Yes

  No

• Is it intended that this section be completed as a part of this visit?

  Yes

  No

INTERNAL STORE APPEARANCE

• Is the shop neat and tidy?

  Yes

  No

• Is there a standard retail fitout completed at this store?

  Yes

  No

• What is the condition of the Carpet in the Store?<br><br>Back of House?<br><br><br>Front of House?

  Safe

  Unsafe

• Take photos of the Carpet if it needs to be replaced

  Media

• Should this outlet be on the current fitout program?

  Yes

  No

• What is the year of Fitout for this store?

  2001

  2006

  2012

• Are mandatory products available for sale? (Post Pak, Prepaid and Stamps)

  Yes

  No

• Are shelves stocked well with correct price ticketing?

  Yes

  No

• Standard of Merchandising?

  Excellent and in accordance with plan

  Nearly there - minor variances

  Needs a lot of work!

• Take photos of the merchandising within the store

  Media

• Are dump bins being used and are they in line with current standards?

  Yes

  No

• Is there any non-conforming equipment/fixture/fitting in place that need to be removed?

  Yes

  No

• Take a photo of the non-conforming item:

  Media

• Agreed strategy with the Postal Manager to remove the item: (Time and Date Agreed)

• Is the Latest Catalogue on display at the head of queue?

  Yes

  No

• Complete Merchandising Checklist if not completed in last two months?

  Greater than 2 months

  Less than 2 months

PLANOGRAM WALLS

• Mail Services

  Compliant

  Non-compliant

• Postpak<br><br>

  Compliant

  Non-compliant

• Stationery

  Compliant

  Non-compliant

• Philatelic

  Compliant

  Non-compliant

• Communications/Connectivity

  Compliant

  Non-compliant

• Financial Services

  Compliant

  Non-compliant

• Travel

  Compliant

  Non-compliant

• Bills, Banking & Travel

  Compliant

  Non-compliant

• Brochure Bay

  Compliant

  Non-compliant

ROTATIONAL PLANOGRAMS

• Promotional

  Compliant

  Non-compliant

• Books

  Compliant

  Non-compliant

• Smiggles

  Compliant

  Non-compliant

• Recorded Media

  Compliant

  Non-compliant

• Fire & Safety

  Compliant

  Non-compliant

• Mobile Accessories

  Compliant

  Non-compliant

IMPULSE ZONES/IBUs

• USBs

  Compliant

  Non-compliant

• Confectionery

  Compliant

  Non-compliant

• Connectivity

  Compliant

  Non-compliant

SAFETY CHECKS

• Floor Furniture

  Safe

  Unsafe

• Fixtures

  Safe

  Unsafe

• Wheel Chair Compliance

  Safe

  Unsafe

• Spinners & Cardboard Units

  Safe

  Unsafe

• Stock Storage

  Safe

  Unsafe

• Glass Display cabinets/Cases including Locks & Alarms

  Safe

  Unsafe

IN-STORE EXPERIENCE OFFICER FOLLOW UP ITEMS:

• Is follow up action required?

  Yes

  No

OUTLET FOLLOW UP ACTION:

• Is follow up action required?

  Yes

  No

FLOOR PLAN CHANGE RECOMMENDATIONS:

• Upload a copy of the latest Floor Plan for this outlet

• Add media

  Media

• Is follow up action required?

  Yes

  No

• Is it intended that this section be completed as a part of this visit?

  Yes

  No

Customer Service

• Observe customer waiting time:

  Excellent

  Satisfactory

  Needs Improvement

• Are all positions operating?

  Yes

  No

• Are customer service standards being met according to NPS and Retail CX scores?

  Yes

  No

• Check & discuss the 'Detractor Report' with the Postal Manager:

• Discuss any major customer complaints since the last visit with the Manager (Obtain Report from NCCC prior to Visit)

  Yes

  No

  N/A

• Add Notes from discussion:

Mail Acceptance

• Correct process for acceptance of<br>international parcels? i.e: Customers<br>Declaration and ID Verification, use of<br>International post guide to determine<br>restrictions

  Yes

  No

• Are staff aware of the acceptance<br>procedure of bulk mail lodgement and are<br>mailing statements being completed?

  Yes

  No

  N/A

• Is outlet streaming in accordance with <br>Regular and Priority?

  Yes

  No

• It is required that the below guidelines are put in place for Category B Streaming Outlets?

  

• 

• 

Counter Delivery of Mail Articles

• Are awaiting collection and delivered scans scans being<br>performed at the outlet correctly?

  Yes

  No

• Are signature articles being correctly<br>scanned?

  Yes

  No

• Is the 5+5 rule in place and being used and are all staff aware of the process? (eg 5+5 rule for<br>street carded articles / 30 days for POB's<br>and FCC customers)

  Yes

  No

• Are Startrack articles being scanned as awaiting collection via EPOS terminal (to ensure correct revenue receipt) and delivered via the handheld scanner correctly to capture the signature?

  Yes

  No

• The below information relates to the correct scanning process for Startrack Articles at a EPOS site

  

• 

• 

• 

• 

Post Office Boxes

• Is signage being utlised to display sorting of<br>Post Office Boxes is in progress/completed

  Yes

  No

  N/A

• What is the current Post Office Box Delivery Standard for this outlet?

  Excellent

  Satisfactory

  Needs Improvement

• Is this Standard being met? (Take with you the most recent POB Sort Times Report from David Rice)

  Yes

  No

  N/A

• Discuss why and put a plan in place to rectify:

  Yes

  No

  N/A

• Are there any Mail2Day customers and are correct processes being followed in NetPOS for this service

  Yes

  No

  N/A

• Is it intended that this section be completed as a part of this visit?

  Yes

  No

• Upload the most recent WFM Desktop Result for this office:

  Media

• Discuss the most recent WFM Desktop result with the Postal Manager:

  +/- 10hpw

• Agreed strategy for Postal Manager to align staffing results with WFM:

• Note agreed strategy for Postal Manager to align staffing to workload offering:

• Have all staff registered within OPSS completed thier mandatory training? (Print a copy of the OPSS Report & take with you)

  Yes

  No

• Make a note of strategy to complete mandatory training:

• Is there any further training opportunities identified for this outlet?

  Yes

  No

• Make a note of any Training Options put forward:

• Is it intended that this section be completed as a part of this visit?

  Yes

  No

• Are the Evacuation Procedures on display and current?

  Yes

  No

• Postal Manager to arrange:

• Is the current WHS Plan visible for all staff to see?

  Yes

  No

• Arrange to have a copy of the latest WHS Plan provided to Postal Manager:

• Is the Quality Policy Statement on display in the Shop Area?

  Yes

  No

• Postal Manager to arrange:

• What is the general tidiness of the outlet like?

  Excellent

  Satisfactory

  Needs Improvement

• Make Notes and Comments:
  Front of House?
  
  
  Back Of House?
  
  
  External:

• Is Dangerous Goods Poster on display in the Shop Area?

  Yes

  No

• Postal Manager to arrange:

• Have relevant Material Safety Data Sheets been completed (MSDS) and are they current?

  Yes

  No

• Postal Manager to arrange:

• Is the Locking Up Check-List current and on display near the Exit Door?

  Yes

  No

• Postal Manager to immediately arrange:

• Are visitors provided with the correct induction training and signed in using the appropriate process?

  Yes

  No

• Discuss the importance and have the Postal Manager arrange:

• Are staff aware of the SOFPs that are in place?

  Yes

  No

• Postal Manager to arrange:

• Do you have regular discussions with you’re a staff on their Health and Well-being?

  Yes

  No

• Do the following items form a regular part of your Agenda for local Staff Meetings?<br>a. Diversity & Inclusion <br>b. Workplace Harassment, Discrimination & Bullying

  Yes

  No

• Discuss Safety with Staff/Safety Advocate/HSR:

  Yes

  No

• Discussion Notes:

• Is it intended that this section be completed as a part of this visit?

  Yes

  No

• Does the Postal Manager and 2iC understand the Postpal call lodgement process?<br><br>Phone is the preferred option:<br>Email is the second option:<br>Facility Manager is your main point of contact:<br>Must follow-up if you do not hear back:<br><br>

  Yes

  No

• Discuss & make notes:

• Have the IMEI Numbers for all of the phones on sale been listed down, is it up to date and retained in the safe?<br>

  Yes

  No

• Discuss & make notes:

• Does the Postal Manager and 2iC know of and use the Best Practice Drive to ensure the very latest in forms are in use from a Network viewpoint?

  Yes

  No

• Discuss & make notes:

• Is there a local Forms Register in place and is it up to date?

  Yes

  No

• Discuss & make notes:

• Check OMET Report:

  Excellent

  Satisfactory

  Needs Improvement

• Note any abnormalities:

• Check Attendance Book for Overtime Entries in RED

  Excellent

  Satisfactory

  Needs Improvement

• Comments:

• Check the Staff Noticeboard is up to date? - e.g - Our Ethics Statement - HDB Policy HCO List - EEO Policy - Diversity Statement - Violence int he Workplace - Social Media Policy

  Yes

  No

• Discuss & make notes:

• Site Visit and Discussions Acknowledged

Postal Manager/2iC

• Add signature

  Sign

• Position

  Select Garry France - SANT RNP Rural North Network Manager Natalie Mackintosh - SANT RNP Metro Network Manager Benjamin Snyders - SANT RNP Rural South Network Manager Kym Altmann Mark Jensen Janet Day Ian Jennings

  • Garry France - SANT RNP Rural North Network Manager
  • Natalie Mackintosh - SANT RNP Metro Network Manager
  • Benjamin Snyders - SANT RNP Rural South Network Manager
  • Kym Altmann
  • Mark Jensen
  • Janet Day
  • Ian Jennings

Australia Post Representative:

• Add signature

  Sign

• Position

  Select Garry France - SANT RNP Rural North Network Manager Natalie Mackintosh - SANT RNP Metro Network Manager Benjamin Snyders - SANT RNP Rural South Network Manager Kym Altmann Mark Jensen Janet Day Ian Jennings

  • Garry France - SANT RNP Rural North Network Manager
  • Natalie Mackintosh - SANT RNP Metro Network Manager
  • Benjamin Snyders - SANT RNP Rural South Network Manager
  • Kym Altmann
  • Mark Jensen
  • Janet Day
  • Ian Jennings

• Site Visit Checklist Reviewed

  Sign

• Additional Comments