State Manager Branch Review

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Brand image

• Reception - excellent customer service provided

  Yes

  No

  n/a

• branch using scanner?

  Yes

  No

  N/A

• Branch presentation - branch clean and tidy - incl posters on walls

  Yes

  No

  n/a

• Staff presentation - staff presented according to current policy

  Yes

  No

  n/a

• Are the tutors desks clear of paperwork- sos/taps marking guides etc

  Yes

  No

  N/A

Brand Awareness

• Any staff member may be selected to articulate or it can be checked in a team meeting

  Yes

  No

  n/a

• Staff know Evocca vision

  Yes

  No

  n/a

• Staff know the Evocca mission

  Yes

  No

  n/a

• Staff know the Evocca values

  Yes

  No

  n/a

• Staff know the Evocca positive mindset

  Yes

  No

  n/a

• Are the tutors desk desk between 10-3??

  Yes

  No

  N/A

• Is the branch manager active on the floor between 11-1?

  Yes

  No

  N/A

Operational Management

• Health and safety - hazards , incidents and issues are being identified, addressed and resolved

  Yes

  No

  n/a

• Accounts- accounts are being processed accurately and in a timely manner

  Yes

  No

  n/a

• Human resources- HR issues are identified , addressed and resolved

  Yes

  No

  n/a

• Information Technology- branch resources are sufficient, available and working as intended

  Yes

  No

  n/a

• Customer Service - NPS results are being checked regularly and responded to promptly

  Yes

  No

  n/a

• Last NPS score? Any issues identified and how was it addressed

  Yes

  No

  N/A

• Compliance- course content and quality issues are being identified and reported to Compliance and the Resource development team if required.

  Yes

  No

  n/a

• Marketing- local in branch events occurring quarterly and Engine / marketing notified.

  Yes

  No

  n/a

• What is the local marketing activity for the quarter ?

  Yes

  No

  N/A

• Learning coaches: does the branch learning hub set up

  Yes

  No

  N/A

• Career coaches- do we have a job wall? Is it current?

  Yes

  No

  N/A

Service Delivery Checklist

• Huddles occur daily

  Yes

  No

  n/a

• Newsletter are completed monthly

  Yes

  No

  n/a

• Branch reports are completed weekly

  Yes

  No

  n/a

• Moderation occurs at least weekly - which branch?

  Yes

  No

  n/a

• Progression meetings are held weekly and documented.

  Yes

  No

  n/a

Branch stats

• Is the branch business review chart up to date?

  Yes

  No

  N/A

• Branch numbers match progression wall ( excluding rescue)

  Yes

  No

  n/a

• Expired students - any over 7 days on smart?

  Yes

  No

  N/A

• MTD progression at KPI

  Yes

  No

  n/a

• Unsigned SOS /TAPs over 24 hrs

  Yes

  No

  n/a

• Are the tutors aware of KPIs and latest branch results?

  Yes

  No

  N/A

Real process improvement

Summary

• Comments:

  Yes

  No

  n/a

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• Auditor's signature

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