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I. OBJECTIVE
1. To serve as guide in ensuring that the vital points that affect the performance of the outlet are fully covered by the Supervisor (SRS) and Team Leader (TL)
2. To boost the sales of the outlet
3. To detect problems and/or opportunities that affects the operation of the outlet
4. To improve this method or approach by developing the vital points that is present in the Visitation Report
5. To standardize the reporting of SRS and TL
II. DEFINITION OF TERMS
1. Visitation Report – is a checklist and assessment of the overall performance of an outlet based on the company’s standard operating procedures and policies; to be filled out by the Supervisor, Team Leader and Audit Staff during store visits.
III. GENERAL POLICIES
Visitation Report shall be performed by the Supervisor, Team Leader and Audit Staff during their outlet visits. Each of them will be given a set of questionnaire (differs per brand). Answer sheets will be provided by the SOS upon request. The time limit for accomplishing the Visitation Report is 30 mins. if inventory audit is not performed, and 1 hour if inventory audit is performed.
Even though the inventory audit is optional for Visitation Report, each outlet is still expected to be audited by the Supervisor or Team Leader at least once every 2 weeks. As for the Audit Staff, use of Visitation Report during audit could be at least once a month for each outlet.
All accomplished Visitation Report shall be submitted to the Operations Head on the next working day, upon arrival at the head office.
Weekly or periodically, each of the Supervisors and Team Leaders will have a one-on-one meeting with the Operations Head to discuss the findings and action plan indicated in the report.
Instructions in using the Visitation Report:
1. Read the questions carefully.
2. Mark the appropriate box with a check, unless otherwise stated.
3. If an item is not applicable, write “N/A” beside the number/letter. Do not leave an item blank.
4. For Supervisors and Team Leaders: For every item that is answered with “NO” and for enumerated items, an action plan must be provided.
Guidelines:
I. Store
a. Visual Test – maintains a good image, organized, neat, clean, presentable
b. Tissue Test – generally spotless (test is done by swiping tissue to a specific area or item and judging based on it whether the area or item passes as clean)
II. Employee
a. Uniform – complete and proper
b. Qualities and Values – off-site observation
III. Permits
a. Available and in good condition
IV. Forms, Logbooks and other Documents
a. Forms – properly filled-out and kept
b. Communication logbook – updated (must be read and signed by the SRS or TL)
c. No admin documents (memos and billings) must be found that are received more than 1 day ago
V. Cash
a. Actual cash must be counted by the Service Crew himself
b. CRM/POS are used properly
c. Padlocks are used properly
VI. Stocks
a. FIFO (First In, First Out) system
b. Slow-moving and nearly-expired products are monitored
VII. Quality Control
a. SOP must be followed
b. Products and items are in standard condition
VIII. Equipment, Utensils, etc.
a. Prime condition – clean, presentable, functional, and safe to use
IX. Consumables
a. Prime condition – clean, presentable, and functional
X. Cleaning Tools and Materials
a. In good condition, presentable, functional, and safe to use
XI. Irregularities
a. Note anything that is unusual (Service Crew, surroundings, etc.)
XII. Safety and Security
a. Service Crew must be aware of the emergency protocol
b. Note any threats found in the outlet
XIII. Pending Requests
a. Note all pending item and service requests of outlet to SOS
XIV. Area and Market Scanning (for Supervisor and Team Leader only)
a. Look for advantages and opportunities present in the area
Action Plan (for Supervisor and Team Leader only)
a. Think of ways to solve existing problems
b. Develop strategies to improve sales
Supervisors, Team Leaders and Audit Staff may suggest modifications in the Visitation Report form.
IV. PROCEDURE FLOWCHART
Flowchart Title
(Not Applicable)
V. REFERENCE/INTERFACE PROCESS
Document Title
(Not Applicable)
VI. FORMS AND RECORDS
Form Title
1. Visitation Report Questionnaire
2. Visitation Report Answer Sheet
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