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Basic Standards
STANDARDS
Your greeting should tell the
customer, “I am glad
you’re here!”
Greet customers with the following script:•GoodMorning/Afternoon/Evening,welcometoToyota/HINO-TMH
•Inacombinedshowroom,use‘WelcometoAl-FuttaimMotors’
•Greetwithin10secondsofarrival•Alwaysextendawarmgreetingandmakeeyecontact
•Smileanduseawelcomingtone
STANDARDS
greeting The RIGHT
way
The WRONG
way
STANDARDS
Let your customer leave with
a smile
Associates must:•Thankthecustomerfordoingbusinesswithus•Offeradditionalassistance•Escortthecustomertotheexitofthepremises•Wavegoodbyetoeverycustomer
STANDARDS
LASTING IMPACT The RIGHT
way
The WRONG
way
STANDARDS
Wherever you go present
yourself well
STANDARDS
Dress Code: Company Uniform:•Clothingmustbecleanandironed•Thenamebadgemustbewornontheleftside•Topbuttonofshirtmustbefastenedwhenwearingatie
•Shirtsmustbeneatlytuckedandsleevesmustnotberolledup•Moderatedailyuseofmildbodyfragranceoranti-perspirantiscompulsory
•Hats/capsmustnotbeworn
Dress Code: Shoes •Shoesmustbepolishedatalltimes•Blackshoes,socksandbelt•Professionalinstyle;closedshoes/peeptoesareacceptable•Useofsafetyshoeswhererequired
Dress Code: Hair•Clean,neatlycombedandanatural-lookingcolour•Cleanshavenorneatlytrimmedmoustache/beard
Dress Code: Accessories•Jewelleryandhairaccessoriesmustbekepttoaminimum
STANDARDS
APPEARANCE The RIGHT
way
The WRONG
way
STANDARDS
Your working environment
says a lot about you.
STANDARDS
•Averyhighstandardofpresentationandcleanlinessmustbemaintainedinallareasvisibletothecustomer
•Thereshouldbenovisibledamage
External:•Thecarparkmustbecleanandorganised•Sufficientparkingspacesmustbeavailableforallcustomers•Gardens/outdoorplantsmustbeneatandvisuallyappealing•Signagemustbecleanandingoodcondition•Directionalsignagemustbeeasytofollow•Themainentrancemustbeclearlymarked•Windowsandbuildingfaçademustbeclean
Internal:•Floors,matsandcarpetsmustbecleanandingoodcondition•Allfurnituremustbecleanandingoodcondition•Nodamage,marksordustonwallsorceilings•Pantrymustbeclean,hygienicandfreeofclutter•Alllightsmustbeoperational
STANDARDS
environment The RIGHT
way
The WRONG
way
STANDARDS
A well kept restroom
shows you care.
At a minimum all restrooms must have:•Ahighstandardofcleanliness•Functionalequipment•Facilitiesingoodcondition•Regularchecksconductedandrecorded•Acleanodour•Handtowels•Soapdispenser•Toiletpaperineverystall•Cleaningequipmenthiddenfromcustomers
STANDARDS
restrooms The RIGHT
way
The WRONG
way
operational Standards
sop’s
STANDARDS
Standard Operating Procedures AFM Grooming Standards
Document Control
Version Date Author LastUpdated1.0 1/07/14 VeronicaVallejo Version1.0
1 July 2014 Version: 1 Owner: Customer Relations Department
STANDARDSApproval & Sign OffsName Department TitleMatthewClark AFM-SalesOperations GM-SalesOperationsSigned:
SaudAbbasi AFM–Lexus GM-LexusSigned:
FatimaTomoum AFM–CustomerRelations GM-EngagementandCustomerRelationsSigned:
VladimirKnezevic AFM–CommercialVehicles GMCommercialVehiclesSigned:
DefinitionsTerm Definition
AFM Grooming Standard AFM Standard 3Standard Something used as a measure, norm, or model in comparative evaluations.Site An AFM facility, including a showroom, service centre, parts department, head office, Jebel Ali, PDC, etc.Grooming To focus on how neat and tidy a person should be.
STANDARDS
1. Purpose2. Scope3. Roles&Responsibilities4. Objectives5. FailuretocomplytoStandard6. AFMGroomingStandard6.1 Guidelinessforallassociates6.2 Uniformattire–Customerfacingareas6.3 Non-uniformattire–Customerfacingareas6.4 Non-uniformattire–Non-customerfacingareas
Table of Contents
STANDARDS1. PurposeToensureassociatesmaintainaprofessionalandwell-groomedappearanceatalltimes.
2. ScopeThisSOPisapplicabletoalldepartmentsofAl-FuttaimMotors.
3. Roles and Responsibilities
Position RoleSeniorManagement I. CommunicatetheAFMStandardsintheAFMStandardsRoadshow.
II. Providerecognitionofsitesthatconsistentlymeetthestandards.III. Whereasitehasfailedasitecheck:
Meetwiththesitemanager,orvisitthesitetosupportthemanagertomeetthestandardsinthenextsitecheck.IV. Whereasitehasfailedthreesitechecksinsixmonths:
ProvidefeedbackandsupporttothemanagerinthemonthlyDivisionalMeeting.AFMStandardsTeam I. DeveloptheAFMStandardsProgramme.
II. EnsureeffectiveimplementationoftheAFMStandardsProgramme.EngagementDepartment III. InviteallassociatestoattendtheAFMStandardsRoadshow.
IV. ConductmonthlysitechecksinaccordancewiththeAFMStandardsChecklist.V. Publishscoresofeachsitechecktothesitemanager.VI. PublishmonthlyleaguetableofAFMStandardsscorestoAFMgeneralmanagersandsitemanagers.VII. TakerequiredactioninresponsetositecheckscoresassetoutintheAFMStandardsSiteCheckSOP.
SiteManagers,and
DepartmentManagers
I. EnsureallassociatesattendtheAFMStandardsRoadshow.II. Ensureallassociatesareawareof,andunderstandtheAFMStandards.III. EnsurethestandardsareimplementedfollowingtheRoadshow.
AFMStandardsChampion Supportsitemanagertoensurethatthesitemeetsthestandards.SiteManagers,DepartmentManagersandassociates
ComplywithAFMstandardsatalltimes.
STANDARDS4. ObjectivesTheobjectiveofthisSOPistoensurethatallAFMassociatesmaintainahighstandardofpresentation,andwearthefulluniform(uniformedassociatesonly).AsthefaceofAFM,itisarequirementthatallassociatespresentaprofessionalappearancethatreflectsthecalibreoftheAFMbrand,andthecredibilityofAFMassociates.
5. Failure to Meet the Grooming StandardAllassociatesmustbefullygroomedbeforethesiteopens.I. Sitemanagerisresponsiblefordirectingassociateswhodonotcomplywiththegroomingstandardtomeetthe
standardbeforestartingwork.II. Sitemanagerhastherighttodisciplineassociateswhofailtomeetthegroomingstandardbysendingthemback
hometochangetheirappearance/uniform.III. Thesitemanagerisresponsibleforrecordingeachincidentofanassociatebeingsenthomeforfailingtomeetthe
groomingstandard.IV. Associateswhohavebeensenthome3timeswithina6-monthperiodwillbesubjecttodisciplinaryaction.V. IfduringthesitecheckperformedbyEngagementDepartment,itisobservedthatanassociateisnotwellgroomed,
theassociatewillbeinformedandaskedtosignthesitechecklisttoacknowledgethathe/shedidnotmeetthestandard.Thesitemanagerwillbenotifiedtoactionimmediately.
STANDARDS6. AFM Grooming Standard6.1 The following guidelines apply for all associates in all sites:
ShoesI. Professionalshoesarerequired.II. Shoesmustbecleanandpolishedatalltimes.III. Useofsafetyshoeswheneverrequired.IV. Forfemales,noexcessiveheels,closedpolishedshoes/peep-toes.
Amaximumheelof10cm/4inchesisacceptable.V. Extremeshoestylessuchasflipflops,platformshoesarenotacceptable.
General Hair StandardsI. Hairmustbeneat,cleanandwellgroomedthroughouttheday.II. Haircolourmustlooknaturalinappearance(includinghighlightedhair).III. Hairstylesshouldnotbedistracting,obtrusiveorcovereyes;extremestylesarenotpermitted.IV. Bangsmustbeabovetheeyebrow.V. Longhairmustnotfallontheface.VI. Hairmustbeneatandtrimmedforallmaleassociates.VII. Moustachesareacceptableiftrimmed,neatanddonotextendbelowtheupperlip.VIII. Abeardcanbekeptifitisclean,neatandwellmaintained.IX. Alternatively,maleassociatesmustbeclean-shaven.X. Hats/capsmustnotbeworn.
STANDARDS
Jewellery & AccessoriesI. Jewellerymustbeprofessionalandnon-excessive.II. Earringsstyleforfemalesshouldnotbeextreme;multiplepiercedearringsarenotpermitted.III. Earringsarenotallowedformaleemployees.IV. Forfemales,makeupshouldbetastefullyappliedandnotexcessive,especiallyeyeshadowandlipstick.
FingernailsI. Keepfingernailsneatlytrimmedandmoderateinlength.II. Femalesmaywearpolishinprofessionalshadesonly.Nailpolishmustbemaintainedandnotchipped.III. Maleassociatesmusthavetheirnailsneatlytrimmed.National DressI. UAENationaldressformales(KandoorawithGutraandEgal)&females(Abaya&Hijab)isacceptable.
Casual Attire Not Permitted on ThursdayI. TheAFMGroomingStandardappliesatalltimes.AssociatesarenotpermittedtowearcasualattireonaThursday.
Personal HygieneI. Payspecialattentiontoyourdailypersonalhygiene.II. Dailyusageofmildbodyfragrance/anti-perspirantiscompulsory.III. Noexcessivecologne/perfume.IV. Avoidtobaccoodour.
6. AFM Grooming Standard6.1 The following guidelines apply for all associates in all sites:
STANDARDS
I. Thecompleteuniformistobewornduringworkinghours.II. Namebadge(cleanandunscratched,wornonupperleftside)ispartofyouruniformstandardandshouldbeworn
atalltimes.III. Uniformmustbeclean,neatandwellpressedeachday.IV. Maleassociatesmusthavethetopbuttonofshirtdoneupwithtie.Theshirtmustbetuckedinwithblackbelt
worn;rollingofsleevesorshorteningoftrouserlengthisnotacceptable.V. Femaleskirtmustbeatleastkneelength.VI. Attirethatisnon-uniform(includingprayerskullcaps,hairaccessories,etc.)mustnotbewornduringworking
hours.VII. Treatyouruniformasyouwouldyourownclothing.Repeatedlossorextensivedamagetoauniformmayresultin
disciplinaryaction.VIII. Aspartoftheuniformstandard,employeesmustfurnishtheirownshoesthatmatchtheiruniform.Maleassociates
mustwearblacksocks.IX. Shoesmustbeblackcolour.
6. AFM Grooming Standard6.2 Uniform Attire: Customer-facing sites
STANDARDS
I. Employeesnotrequiredtowearauniformareexpectedtodressinappropriatebusinessattire.II. Inkeepingwiththesestandards,weofferthefollowingguidelinesforclarification:
6. AFM Grooming Standard6.3 Non-uniformed Attire: Customer-facing areas
Female‣ Suit/skirt/pants-Conservativecoloursmustbewornsuchasblack,blue,greyandbrown.‣ Shirtcanbewhiteorinaconservativecolour.‣ Askirtedsuit,pant-suit,skirtandblouseorprofessionaldressisappropriate.‣ Shortor3/4lengthsleevesuitsareacceptableprovidedshouldersarecovered.‣ Skirts/dressesmustbekneelength.‣ Casual,eveningstyle,strapless,spaghettistraps,backlessclothingorsundressesarenotpermitted.‣ Leggingsorstirrupsarenotpermitted.‣ Sportsclothes,denimjeans,palazzopants,capripantsarenotpermitted.
Male‣ Conservativecoloursmustbeworn;black,blue,grey,brown,withtheexceptionofashirtthatcanbewhite.‣ Ashirtwithlongsleevesmustbewornatalltimes.Sleevesmustnotberolledup.‣ Theshirttopbuttonmustbedoneup.‣ Ajacketshouldbewornunlesstemperaturedoesnotpermit.‣ Atiemustbewornatalltimes.‣ Beltandshoesmustbeblack.‣ Socksshouldbeblackordarkincolour.‣ Shorteningoftrouserlengthisnotacceptable.
STANDARDS
I. Employeesnotrequiredtowearauniformareexpectedtodressinappropriatebusinessformalattire.II. Whenvisitingacustomer-facinglocation,associatesmustmeetthenon-uniformedcustomer-facingstandard.III. Inkeepingwiththesestandards,weofferthefollowingguidelinesforclarification:
6. AFM Grooming Standard6.4 Non-uniform attire – Non-customer facing areas
Female‣ Brightcoloursareacceptable.‣ Askirtsuit,pantsuit,skirtandblouseorprofessionaldressisappropriate.‣ Skirt/Dresspairedwithasuitjacket-shouldbeatleastkneelengthandnottight.‣ Shoesandbeltsdon’thaverestrictiononcolour,providedprofessional.‣ Pantswithprinteddesignssuchasfloral,shapes,animalprints,etc.arenotpermitted.‣ Sleevelesstopsarenotpermitted.‣ Transparentshirtsarenotpermitted.Shirtsmustbeshortorlongsleevesonly.‣ Casual,eveningstyle,strapless,spaghettistraps,backlessorsundressesarenotpermitted.‣ Leggingsorstirrupsarenotpermitted.‣ Sportsclothes,denimjeans,palazzopants,capripantsarenotpermitted.
Male‣ Coloursarepermitted.‣ Ashirtwithlongsleevesmustbewornatalltimes.Sleevesmustnotberolledup.‣ Theshirttopbuttonmustbedoneupwhenatieisworn.‣ Asmartjerseyispermitted.‣ Ajacketisnotrequired.‣ Atieorjacketisnotrequiredtobewornexceptwhereassociatewillbecustomer-facingormeetingwithathirdpartycompany.‣ Shorteningoftrouserlengthisnotacceptable.‣ Shoesandbelts,blackorbrownwithblackordarkbluesocksarepermitted,providedprofessional.
STANDARDS
Toyota Showroom
Sales Executive Support StaffAdmin, Cashier, Greeter, Receptionist, Stock Controller
STANDARDS
Toyota Showroom
Hostess Driver Office boy
STANDARDS
Toyota Showroom
non-uniform emirati
STANDARDS
Toyota service centre
front of house team leader/foreman
Toyota service centre
front of house team leader/foreman
STANDARDS
Toyota service centre
service advisor support staff
STANDARDS
Toyota service centre
customer receptionist host em technician gr technician
STANDARDS
Toyota service centre
parts sales executive parts man
STANDARDS
non-uniform emirati
Toyota service centre
STANDARDS
Hino Sales TMHE Sales Hino Service
hino
STANDARDS
hino
TMHE Service Parts Admin
STANDARDS
hino
sales manager hino technician tmhe technician
STANDARDS
hino
non-uniform emirati
STANDARDS
pdc
parts picker parts team leader jit driver warehouse supervisor
STANDARDS
pdc
office staff receptionist field sales executive
STANDARDS
pdi
support staff technician foreman
STANDARDS
nsd
office staff office driver
STANDARDS
pdc, pdi & nsd
non-uniform emirati
STANDARDS
corporate head officefemale non-uniform
skirt suit incl jacket skirt/pants and cardigan
skirt/pants and shirt/corporate looking top
pant suit incl jacket
STANDARDS
corporate head officeMale Non-Uniform
emiratiShirt, tie, no jacket customer-facing:full suit incl jacket and tie
STANDARDS
Standard Operating ProceduresAFM Standards Site Check
Document Control
Version Date Author LastUpdated1.0 1/07/14 VeronicaVallejo
AFMCustomerRelationsJacquelineBuxtonAFMSalesOperations
Version1.0
1 July 2014Version: 1Owner: Customer Relations Department
STANDARDSApproval & Sign OffsName Department TitleMatthewClark AFM-SalesOperations GM-SalesOperationsSigned:
SaudAbbasi AFM–Lexus GM-LexusSigned:
FatimaTomoum AFM–CustomerRelations GM-EngagementandCustomerRelationsSigned:
VladimirKnezevic AFM–CommercialVehicles GMCommercialVehiclesSigned:
JonWilliams AFM MD-AFMSigned:
STANDARDS
DefinitionsTerm DefinitionSitecheck Isaplannedanddocumentedactivitytoensurecompliancewithestablishedproceduresorapplicabledocuments,and
effectiveimplementation.Site AnAFMfacility,includingashowroom,servicecenter,partsdepartment,headoffice,PDC.Standards:
1.WelcomeStandard
2.FarewellStandard
3.GroomingStandard
4.FacilitiesStandard
5.RestroomsStandard
TheAFMWayofgreetingmustbeusedineveryinteraction.
Associatesmustprovideawarmfarewell.
Associatesmustbewell-groomedandprofessionalinappearance.
Allcustomer-facingareasmustbeclean,organizedandingoodcondition.
Customerrestroomsmustbeclean,well-equippedandtidyatalltimes.Re-inspection Ifanon-complianceisfound,arepeatinspectionwillbecarriedout.
STANDARDS
1. Purpose2. Scope3. Roles&Responsibilities4. Objectives5. AFMStandards:Sitecheck5.1 AFMStandardsSitecheck–ProcessFlow5.2 MonthlySitecheck5.3 SitecheckGuidelines5.4 PublishingofScores5.5 ResultsofSitecheck
6. Appendices6.1 ToyotaSitechecklist6.2 HINO-TMHSitechecklist
Table of Contents
STANDARDS
Position RoleSeniorManagement I. CommunicatetheAFMStandardsintheAFMStandardsRoadshow.
II. Providerecognitionofsitesthatconsistentlymeetthestandards.III. Whereasitehasfailedasitecheck:
Meetwiththesitemanager,orvisitthesitetosupportthemanagertomeetthestandardsinthenextsitecheck.
IV. Whereasitehasfailedthreesitechecksinsixmonths:ProvidefeedbackandsupporttothemanagerinthemonthlyDivisionalMeeting.
AFMStandardsTeam I. DeveloptheAFMStandardsProgramme.II. EnsureeffectiveimplementationoftheAFMStandardsProgramme.
EngagementDepartment III. InviteallassociatestoattendtheAFMStandardsRoadshow.IV. ConductmonthlysitechecksinaccordancewiththeAFMStandardsChecklist.V. Publishscoresofeachsitechecktothesitemanager.VI. PublishmonthlyleaguetableofAFMStandardsscorestoAFMgeneralmanagersandsitemanagers.VII. TakerequiredactioninresponsetositecheckscoresassetoutintheAFMStandardsSiteCheckSOP.
SiteManagers,andDepartmentManagers
I. EnsureallassociatesattendtheAFMStandardsRoadshow.II. Ensureallassociatesareawareof,andunderstandtheAFMStandards.III. EnsurethestandardsareimplementedfollowingtheRoadshow.
AFMStandardsChampion SupportsitemanagermustensurethatthesitemeetsthestandardsSiteManagers,DepartmentManagersandassociates
ComplywiththeAFMstandardsatalltimes.
1. PurposeThepurposeofthisSOPistosetouttheprocesstobefollowedwhenasitecheckisperformedtomonitorifasiteisincompliancewiththeAFMStandards.
2. ScopeThisSOPisapplicabletoalldepartmentsofAl-FuttaimMotors.
3. Roles and Responsibilities
STANDARDS4 ObjectivesToensuretheeffectiveimplementationoftheAFMStandardsbyoutliningtheprocessbywhichcompliancewiththestandardsismeasured.
5 AFM Standards: Site check5.1 AFM Standards Site check – Process Flow
STANDARDS5.2 Monthly Site checkTheEngagementDepartmentwillconductunscheduledmonthlysitecheckstoensureAFMstandardsareimplementedacrossallAl-Futtaimsites.Departmentswhicharenotcustomer-facing,suchasPDC,NSD,PDI,CRD,RetailandHeadOfficewillbeevaluatedonaquarterlybasis.InJuly,beforethefirstsitecheckiscompleted,theEngagementDepartmentwillperformtwositechecksfortrainingpurposestoensurethateachteammemberdeliversconsistentsitecheckscores.
5.3 Site Check: Guidelines
5.3.1 Completing Site Checklist
1. Ascorewillbegivenforeachofthefollowingstandards:Standard1:WelcomeStandardStandard2:FarewellStandardStandard3:GroomingStandard• TheEngagementOfficerwillrandomlyobserve5differentinteractionsbetweenaCustomerandanAssociate.• He/shewillassignone(1)pointifthestandardismet,zero(0)ifthestandardisnotmetorwriteNAifitisnon–applicable.• Thetotalscorewillbeanaverageofthecombinedindividualscores.Standard4:FacilitiesStandardStandard5:RestroomStandard• TheEngagementofficerwillvisitallcustomer-facingareasofthesite/restroomsandcheckforcompliancewiththestandardsagainstthesitecheckdocument.
• He/shewillassignone(1)pointifthestandardismet,zero(0)ifthestandardisnotmetorwriteNAifitisnon-applicable.2. NA–Nonapplicablescoreswillnotaffectthescoringsystem.3. TheaveragescoreforeachstandardwillprovideatotalAFMStandardsscore.Thisscorewillbedisplayedasa%witha100%score
indicatingthatasiteisincompletecompliancewiththestandards.
STANDARDS5.3.2 Record kept where standards are not metWhereasitefailstomeetastandard,anadditionalrecordmustbekept:I. Wherethegreetingorfarewellstandardsarenotmet,theEngagementOfficerconductingthesitecheckshould: •Notifytheassociateswhodidnotmeetthestandard. •Explainthereasonthestandardwasnotmet. •Obtaintheassociate’ssignatureonthesitechecklisttoacknowledgetheabovetwopoints.II. WheretheGroomingStandardisnotmet,theEngagementOfficerconductingthesitecheckshouldfollowtheprocesssetoutinthe
AFMGroomingStandardSOP.III. Wherethefacilitiesorrestroomsstandardsarenotmet,theEngagementOfficerconductingthesitecheckshould: •Takeapictureofthefacilitywherethestandardhasnotbeenmet. •Recordthedatethatthepicturewastaken.
5.3.3 Feedback ProvidedAsectionofcommentsbeloweachstandardwillbeaddedtowriteobservationsconcerningthesite’scompliancewiththestandard.
5.4 Publishing of Scores
5.4.1 Publishing Completed Site Checklist Acopyofthecompletedsitechecklistwillbeprovidedtothesitemanagerwithin24hoursofcompletionofthesitecheck.Ideallythiswillbeprovidedimmediatelyfollowingthesitecheck.ThememberoftheEngagementDepartmentperformingthesitecheckisresponsibleforobtainingthemanager’ssignatureonthesitechecklist.Followingthis,acopywillbeprovidedtothemanager,andtheoriginalfiledbytheEngagementDepartment.
5.4.2 League TableAleaguetablewillbecreatedmonthlybytheEngagementDepartmentforthepurposesofreviewingsiteperformance.ThetablewillbepublishedbythecloseofthesecondSundayofeachmonthto:I. DivisionalManagersII. SiteManagers
5.4.3 Performance recordsTheEngagementteamwillcentraliseallcheckrecordsandmeasuretheevolutionofeachbranchperformancemonthbymonth.
STANDARDS5.5 Results of Site Check
5.5.1 80% -100%: AchievedI. Sitesthatscore80%orhigherhavemettheAFMStandards.II. Sitesthatmaintainthisresultfor3consecutivemonthswillreceiveavisitfromtheManagingDirectororGeneralManagerinrecognitionof
thisachievement.
5.5.2 60-80%: Standards Not Met - Action RequiredI. Sitesscoring60-80%donotmeetthestandards.TheEngagementteamwillworkwiththemanagerandchampionstodevelopanaction
plantohelpthesitemeetthestandards.II. ThisactionplanwillincludementoringandcoachingbytheEngagementDepartment.III. Whereasiteconsistentlyfailstomeetastandard,escalationmayresult.
STANDARDS5.5.3 Below60%:StandardsNotMet-SignificantImprovementNeededI. Ascoreoflessthan60%isrecordedasafail.II. Themanagerwillbenotifiedoftheimprovementsneededtomeetthestandards.III. Themanagermustacttomakethenecessaryimprovementswithin48hoursofreceivingthecompletedsitechecklist.Thestandards
donothavetobemetwithin48hours,butthemanagermusttakeactiontowardsfixingtheproblemsidentifiedbytheEngagementDepartment.Forexample,submittingacapexrequesttofixacrackinawall.
IV. Are-inspectionwilltakeplacewithin2weeksoftheinitialsitecheck.Whenperformingare-inspection,theEngagementteamwillnotcompleteafullsitecheck,butwillonlycheckifthesitemeetsthestandard/sthatthesitefailedtomeet.
V. Onre-inspection,ifthesitestilldoesnotcomplywiththestandards:• Asecondfailscorewillberecorded.• EngagementwillescalatetotheGeneralManager.• TheGeneralManagerwilleitherdirectthemanagertoattendameetingatheadofficetoexplainhowshewilltakethestepsneededtomeetthestandards,orvisitthesitetoperformasitecheck.
audit scoring system
Standards achieved - RecognitionStandards not met - Action planFail - Remedy in 48 hours
Re-evaluation in 2 weeks3 fails in a 6 month period - Escalation
0-40 40-60 60-80 80+
STANDARDS6 Appendices 6.1 AFM Standards Site Checklist – ToyotaPleaserefertothelastsection[sitechecklist]6.2 AFM Standards Site Checklist – Hino - TMHPleaserefertothelastsection[sitechecklist]
site checklist
STANDARDSTOYOTA CHECKLIST
Pleaseobservedifferentinteractionsfrom5Associatesandmarkaccordingtothefollowing:Give1pointifthestandardismetMark0ifthestandardisnotmetWriteNAifitisnotapplicable
1
AFMWaygreetingisusedineveryinteraction A B C D E TotalUseofwelcomescript:“GoodMorning/afternoon/evening,welcometoToyota” 0%Customermustbegreetedwithin10secondsoftheirarrival 0%Provideawarmgreetingwithasmileintheirvoice 0%GrandTotal 0%
Comments:
2
GroomingStandards A B C D E TotalUniformmustbeclean,neatandironed 0%Associatemustwearthecompletesetofuniform 0%Namebadgewornonupperleftside 0%Useofcorrectshoestandard(blackshoes&socksformale,closedshoes/peep-toesforladies)
0%
Hairmustbeneat,clean&wellgroomed 0%Females:Hairshouldbeneatlycombedwithouthairfallingalloverthefaceincludingeyebrow
0%
Hairmustlooknaturalinappearance 0%Moustachesareacceptableiftrimmedandneatanddonotextendbelowtheupperlip 0%Facemustbecleanshavenatalltimes 0%Jewellerymustbekepttoaminimum 0%Fingernailsmustbeneatlytrimmedandmoderateinlength 0%Females:clearorneutralnailpolishandmustnotbechipped 0%GrandTotal 0%
Comments:
3
Associateprovidesawarmfarewell A B C D E TotalThankthecustomerfordoingbusinesswithus 0%Offeradditionalassistance 0%Escortthecustomertotheexitofthepremisesandassistwiththegatepassprocess 0%Wavegoodbyetoeverycustomer 0%GrandTotal 0%
Comments:
STANDARDSFACILITIES REVIEW
Pleasewalkaroundthefacilitiesandobservethefollowing:Ifyes:Give1pointifthestandardismetIfnot:Mark0ifthestandardisnotmetNA:WriteNAifitisnotapplicable
4
Allcustomer-facingareasareclean,organizedandingoodcondition Yes No NA TotalThecarparkmustbecleanandorganised 0%Sufficientparkingspacesmustbeavailableforallcustomers 0%Gardens/outdoorplantsmustbeneatandvisuallyappealing 0%Signagemustbecleanandingoodcondition 0%Directionalsignagemustbeeasytofollow 0%Mainentrancemustbeclearlymarked 0%Externalareasmustbefreeoflitter 0%Windowsandbuildingfaçademustbeclean 0%Carpet,floor,mats,steps/stairs,tilesmustbeclean 0%Carpet,floor,mats,steps/stairs,tilesmustbeingoodcondition 0%CeilingfansandACventsmustbeclean 0%CeilingfansandACventsmustbeingoodcondition 0%Furniture,includingsofas,chairs,countersmustbeclean,freeofscuffmarksandscratches 0%Furnituremustnotbedamaged 0%Fireextinguishersmustbecleanandoperational 0%Ceiling,doors,doorframes,wallsmustbeclean,freeofdustandscratches 0%Ceiling,doors,doorframes,wallsmustbeingoodcondition 0%Blinds,windowglass,windowframesandwindowsillsmustbeingoodcondition 0%Blinds,windowglass,windowframesandwindowsillsmustbeclean 0%Rubbishbinsarenotoverflowingandmustbehiddenfromcustomerview 0%Customer-facingareasmustbefreeofcluttersuchassparespecstandsandcleaningequipment 0%Pantrysinkandbenchspacemustbeclean,hygienicandfreeofclutter 0%Pantrysinkandbenchspacemustbeingoodconditionwithnodamagetosurfacesorruststains 0%Cutlery,platesandcupsmustbeclean 0%Cutlery,platesandcupsmustbeinverygoodconditionandhaveasuitabledesign 0%Pantryfloormustbeclean 0%Pantryfloormustbeingoodcondition 0%Pantrycupboardsanddrawersmustbeclean,insideandout 0%Pantrycupboardsanddrawersmustbeingoodcondition 0%Pantrylightingmustbeoperational 0%Pantrylightingmustbeclean 0%Pantryceiling,ACventsandwallsmustbecleanandfreeofscratchesanddust 0%Pantryceiling,ACventsandwallsmustbeingoodcondition 0%GrandTotal 0%
Comments:
STANDARDSRESTROOMS REVIEW
5
Customerrestroomsmustbeclean,well-equippedandtidyatalltimes Yes No NA Total
Ahighstandardofcleanliness&odour 0%
Handtowels-clothorpapertowelsmustbeprovided 0%
Soapdispensermustbeavailable 0%
Toiletpapermustbeavailableineverystall 0%
Cleaningequipmentmustnotbevisibletothecustomer 0%
Checksheetclearlymentionsthescheduleofcleaning 0%
Trashcansmustbeemptied 0%
Counterandsinkmustbeclean 0%
Counterandsinkmustbeingoodconditionwithnocracksorruststains 0%
Mirrorsmustbeclean 0%
Mirrorsmustbeingoodconditionwithnocracksordiscolouration 0%
Cabinetsanddrawersmustbecleananduncluttered 0%
Cabinetsanddrawersmustbeingoodconditioninsideandoutside 0%
Floormustbeclean,includinggroutingbetweentiles 0%
Floormustbeingoodcondition 0%
Walls,doors,partitionsmustbeingoodconditionwithnodamagetopaint,wood,ortiles 0%
Walls,doorsandpartitionsmustbeclean 0%
Alllightsmustbecleanandoperational 0%
CeilingandACventsmustbeingoodcondition 0%
CeilingandACventsmustbecleananddust-free 0%
GrandTotal 0%
Comments:
STANDARDS
audit scoring system
Standards achieved - RecognitionStandards not met - Action planFail - Remedy in 48 hours
Re-evaluation in 2 weeks3 fails in a 6 month period - Escalation
0-40 40-60 60-80 80+
STANDARDS HINO CHECKLIST
Pleaseobservedifferentinteractionsfrom5Associatesandmarkaccordingtothefollowing:Give1pointifthestandardismetMark0ifthestandardisnotmetWriteNAifitisnotapplicable
1
AFMWaygreetingisusedineveryinteraction A B C D E Total
Useofwelcomescript:“GoodMorning/afternoon/evening,welcometoHino/ToyotaMHE” 0%
Customermustbegreetedwithin10secondsoftheirarrival 0%
Provideawarmgreetingwithasmileintheirvoice 0%
GrandTotal 0%
Comments:
2
GroomingStandards A B C D E Total
Uniformmustbeclean,neatandironed 0%
Associatemustwearthecompletesetofuniform 0%
Namebadgewornonupperleftside 0%
Useofcorrectshoestandard(blackshoes&socksformale,closedshoes/peep-toesforladies) 0%
Hairmustbeneat,clean&wellgroomed 0%
Females:Hairshouldbeneatlycombedwithouthairfallingalloverthefaceincludingeyebrow 0%
Hairmustlooknaturalinappearance 0%
Moustachesareacceptableiftrimmedandneatanddonotextendbelowtheupperlip 0%
Facemustbecleanshavenatalltimes 0%
Jewellerymustbekepttoaminimum 0%
Fingernailsmustbeneatlytrimmedandmoderateinlength 0%
Females:clearorneutralnailpolishandmustnotbechipped 0%
GrandTotal 0%
Comments:
3
Associateprovidesawarmfarewell A B C D E Total
Thankthecustomerfordoingbusinesswithus 0%
Offeradditionalassistance 0%
Escortthecustomertotheexitofthepremisesandassistwiththegatepassprocess 0%
Wavegoodbyetoeverycustomer 0%
GrandTotal 0%
Comments:
STANDARDSFACILITIES REVIEWPleasewalkaroundthefacilitiesandobservethefollowing:Ifyes:Give1pointifthestandardismetIfnot:Mark0ifthestandardisnotmetNA:WriteNAifitisnotapplicable
4
Allcustomer-facingareasareclean,organizedandingoodcondition Yes No NA TotalThecarparkmustbecleanandorganised 0%Sufficientparkingspacesmustbeavailableforallcustomers 0%Gardens/outdoorplantsmustbeneatandvisuallyappealing 0%Signagemustbecleanandingoodcondition 0%Directionalsignagemustbeeasytofollow 0%Mainentrancemustbeclearlymarked 0%Externalareasmustbefreeoflitter 0%Windowsandbuildingfaçademustbeclean 0%Carpet,floor,mats,steps/stairs,tilesmustbeclean 0%Carpet,floor,mats,steps/stairs,tilesmustbeingoodcondition 0%CeilingfansandACventsmustbeclean 0%CeilingfansandACventsmustbeingoodcondition 0%Furniture,includingsofas,chairs,countersmustbeclean,freeofscuffmarksandscratches 0%Furnituremustnotbedamaged 0%Fireextinguishersmustbecleanandoperational 0%Ceiling,doors,doorframes,wallsmustbeclean,freeofdustandscratches 0%Ceiling,doors,doorframes,wallsmustbeingoodcondition 0%Blinds,windowglass,windowframesandwindowsillsmustbeingoodcondition 0%Blinds,windowglass,windowframesandwindowsillsmustbeclean 0%Rubbishbinsarenotoverflowingandmustbehiddenfromcustomerview 0%Customer-facingareasmustbefreeofcluttersuchassparespecstandsandcleaningequipment 0%Pantrysinkandbenchspacemustbeclean,hygienicandfreeofclutter 0%Pantrysinkandbenchspacemustbeingoodconditionwithnodamagetosurfacesorruststains 0%Cutlery,platesandcupsmustbeclean 0%Cutlery,platesandcupsmustbeinverygoodconditionandhaveasuitabledesign 0%Pantryfloormustbeclean 0%Pantryfloormustbeingoodcondition 0%Pantrycupboardsanddrawersmustbeclean,insideandout 0%Pantrycupboardsanddrawersmustbeingoodcondition 0%Pantrylightingmustbeoperational 0%Pantrylightingmustbeclean 0%Pantryceiling,ACventsandwallsmustbecleanandfreeofscratchesanddust 0%Pantryceiling,ACventsandwallsmustbeingoodcondition 0%GrandTotal 0%
Comments:
STANDARDSRESTROOMS REVIEW
5
Customerrestroomsmustbeclean,well-equippedandtidyatalltimes Yes No NA Total
Ahighstandardofcleanliness&odour 0%
Handtowels-clothorpapertowelsmustbeprovided 0%
Soapdispensermustbeavailable 0%
Toiletpapermustbeavailableineverystall 0%
Cleaningequipmentmustnotbevisibletothecustomer 0%
Checksheetclearlymentionsthescheduleofcleaning 0%
Trashcansmustbeemptied 0%
Counterandsinkmustbeclean 0%
Counterandsinkmustbeingoodconditionwithnocracksorruststains 0%
Mirrorsmustbeclean 0%
Mirrorsmustbeingoodconditionwithnocracksordiscolouration 0%
Cabinetsanddrawersmustbecleananduncluttered 0%
Cabinetsanddrawersmustbeingoodconditioninsideandoutside 0%
Floormustbeclean,includinggroutingbetweentiles 0%
Floormustbeingoodcondition 0%
Walls,doors,partitionsmustbeingoodconditionwithnodamagetopaint,wood,ortiles 0%
Walls,doorsandpartitionsmustbeclean 0%
Alllightsmustbecleanandoperational 0%
CeilingandACventsmustbeingoodcondition 0%
CeilingandACventsmustbecleananddust-free 0%
GrandTotal 0%
Comments:
STANDARDS
audit scoring system
Standards achieved - RecognitionStandards not met - Action planFail - Remedy in 48 hours
Re-evaluation in 2 weeks3 fails in a 6 month period - Escalation
0-40 40-60 60-80 80+
launch plan
STANDARDS
AFM Standards – Launch Plan
Document Control
Version Date Author LastUpdated1.0 1/07/14 JacquelineBuxton
AFMSalesOperationsVersion1.0
DefinitionsTerm DefinitionStandard Somethingusedasameasure,norm,ormodelincomparativeevaluations.Cleanliness Toensurethereisnodirt,dust,stainsorbadodours.Grooming Tofocusonhowneatandtidyapersonshouldbe.Site AnAFMfacility,includingashowroom,servicecenter,partsdepartment,headoffice,PDC.SiteCheck VisitbytheEngagementTeamtoconductasitechecktomonitorthesite’scompliancewiththeAFMStandards.
STANDARDS
1. Introduction
2 RolesandResponsibilities
3 LaunchofAFMStandards3.1 LaunchPlan-ProcessMap3.2 SupportingMaterials3.3 AFMStandards–Planfor20143.4 AFMStandardsProgramme
4 Appendices:AFMStandards4.1 Standard1:TheAFMWayofgreetingisusedineveryinteraction4.2 Standard2:Associatesmustprovideawarmfarewell4.3 Standard3:Associatesarewell-groomedandprofessionalinappearance4.4 Standard4:Allcustomer-facingareasareclean,organisedandingoodcondition4.5 Standard5:Customerrestroomsareclean,well-equippedandtidyatalltimes
Table of Contents
STANDARDS1. IntroductionAl-FuttaimMotorsisthenumberoneautomotivecompanyintheUAE.Asnumberone,itisimportantthatourcustomersfeellikewearenumberone.TheAFMStandardshavebeenintroducedtoensurethatthecustomerjourneydeliveredineveryAFMsiteisconsistentlyoutstanding.Thepurposeofthestandardsis:I. ToclearlycommunicatewhatisexpectedofeveryAFMAssociate.II. Toensurethatallassociateshaveprideinthemselvesandtheirplaceofwork.III. Tosupportcareerdevelopmentandgoalachievement.
ThisLaunchPlanintroducestheAFMStandardsandoutlinestherolesandresponsibilitiesassociatedwiththeStandardsprogramme.
TheStandardsapplytoallassociatesofAl-FuttaimMotors.
STANDARDS2. Roles and Responsibilities
Position RoleSeniorManagement I. CommunicatetheAFMStandardsintheAFMStandardsRoadshow.
II. Providerecognitionofsitesthatconsistentlymeetthestandards.III. Whereasitehasfailedasitecheck:
Meetwiththesitemanager,orvisitthesitetosupportthemanagertomeetthestandardsinthenextsitecheck.IV. Whereasitehasfailedthreesitechecksinsixmonths:
ProvidefeedbackandsupporttothemanagerinthemonthlyDivisionalMeeting.AFMStandardsTeam I. DeveloptheAFMStandardsProgramme.
II. EnsureeffectiveimplementationoftheAFMStandardsProgramme.EngagementDepartment I. InviteallassociatestoattendtheAFMStandardsRoadshow.
II. ConductmonthlysitechecksinaccordancewiththeAFMStandardsChecklist.III. Publishscoresofeachsitechecktothesitemanager.IV. PublishmonthlyleaguetableofAFMStandardsscorestoAFMgeneralmanagersandsitemanagers.V. TakerequiredactioninresponsetositecheckscoresassetoutintheAFMStandardsSiteCheckSOP.
Sitemanagers,and
departmentmanagers
I. EnsureallassociatesattendtheAFMStandardsRoadshow.II. Ensureallassociatesareawareof,andunderstandtheAFMStandards.III. EnsurethestandardsareimplementedfollowingtheRoadshow.
AFMStandardsChampion Supportsitemanagertoensurethatthesitemeetsthestandards.Sitemanagers,departmentmanagersandassociates
ComplywiththeAFMstandardsatalltimes.
STANDARDS3 Launch of AFM Standards3.1 Launch Plan - Process Map
July aug sep2014 2015
oct nov dec
Wave 1roadshow
“basics”Wave 2launch
engagement team support
1stbranchcheck
monthlybranchcheck
• Champions Nomination• AFM Standards Guidebooks, leaflets and SOP’s delivered to associates
league table released2nd week of the month
monthlybranchcheck
self - assessment
STANDARDS STANDARDS
STANDARDS3.2 Supporting Materials
3.2.1 AFM Standards Master BookEachSiteManagerwillbeissuedanAFMStandardsMasterBookcontaining:I. ThefiveAFMStandardslaunchedduringtheRoadshow.II. Picturesshowinghowallassociatesatthesiteshouldbepresented.III. Thechecklistthatwillbeusedtomeasurecompliancewiththestandards.IV. AFMStandardsPlannerV. TheSOP’sassociatedwiththeAFMStandards.
Themasterbookwillbeupdatedwiththelaunchofeachnewstandard.
3.2.2 AFM Standards Flashcard BookletEachassociatewillbeissuedanAFMStandardsFlashcardBookletcontainingthefiveAFMStandardstobelaunchedduringtheRoadshow.Theflashcardbookletwillbeupdatedwiththelaunchofeachnewstandard.
3.2.3 iGrowInthefuture,thesecondwaveofstandardssupportingcompliancewillbemadeavailableoniGrow.
STANDARDS3.3 AFM Standards – Plan for 2014
3.3.1 Wave 1 LaunchTheAFMStandardsareeffectiveateachAFMsiteimmediatelyfollowingtheRoadshowpresentation.Fromthatdate,thesitemanagerisresponsibleforcommunicatingandimplementingthestandards.
3.3.2 IdentificationofAFMStandardsChampionsFollowingtheRoadshow,theEngagementDepartmentwillcontactthesitemanagertosupportinselectingachampionforthatsite.Thechampionisresponsibleforsupportingthemanagertocommunicateandimplementthestandards.Largersitesmayhavemorethanonechampion.
3.3.3 Self-AssessmentFollowingtheRoadshow,theEngagementDepartmentwillvisiteachsitetoconductonesitecheckwiththemanagerandchampion.ThepurposeofthissitecheckistoshowmanagershowEngagementwillmeasurecompliancewiththestandards,andtoteachthemanagerhowtoconducthis/herowndailysitecheck.ThescoreofthissitecheckwillbepublishedtothemanagerbutwillnotberecordedbytheEngagementteam.
3.3.4 Site ChecksFrom1stSeptember,officialsitecheckswillstartinaccordancewiththeAFMStandardsSiteCheckSOP.
3.3.5 Review of the AFM StandardsInNovember,theAFMStandardsTeamwillreviewthestandardsprogramme.I. Thereviewwillincludeanopportunityforallassociatestoprovidefeedbackontheprogramme,andthestandardsthemselves.II. Ifimprovementsarerequired,thesewillbemade.
3.3.6 Wave 2 LaunchInDecember,asecondsetofstandardswillbelaunched.Sitemanagerswillberesponsibleforcommunicatingandimplementingthesestandardsimmediatelyfollowingthelaunch.TheEngagementteamwillconductasecondself-assessmentcheckwiththemanagerandchampions,tohelpthemunderstandthenewstandards.
STANDARDS3.4 AFM Standards Programme
3.4.1 Daily Site CheckAdailysitecheckshouldbeperformedatleastonceadaybythesitemanagertoensurecompliancewithfacilitiesandgroomingstandards.
3.4.2 Monthly self-assessment using Site ChecklistAtleasteverymonth,thesitemanagershouldperformaself-assessmentusingtheSiteChecklist.I. TheAFMStandardsChecklistshouldbeusedbytheassociateperformingthecheck.II. Ifthesitemanagerdoesnotcompletethechecklist,thentheresultsofthesitecheckmustbeshowntothemanager
immediatelyafterthecheckisfinished.III. Afterthesitecheckisfinished,themanagerand/orchampionsmust:
• Identifyareasofimprovement.• Recordtheminwriting.• Communicatetothesitemanager(ifthemanagerdidnotrecordthem).• Takeactiontomakethoseimprovementswithin24hours.
3.4.3 Standard of the MonthFromthestartofNovember,sitemanagersshouldnominateaStandardoftheMonth.I. TheStandardoftheMonthwillbepublishedinaprominentareaofthesite,awayfromthecustomer’sview.II. Thesitemanagerisresponsibleforactivelypromotingthisstandardtohelpthesitemeetthestandard.Themanagershould
focusonthestandardinthemorningmeetinganddailysitecheck.
3.4.4 Monthly Site Check by Engagement TeamTheEngagementteamwillconductamonthlySiteChecktomonitoreachsite’scompliancewiththeAFMStandard.Thecompletedsitechecklistandscorewillbegiventothemanagerwithin24hours.ThescoreachievedwilltriggeraresponsebytheEngagementteam.RefertotheAFMStandardsSite,checkSOPfordetailsofthesitecheckscoresandtheoutcomeofeachscore.
3.4.5 League TableTheoverallscoreofeachsitewillbepublishedmonthlyinaleaguetable.ThiswillbedistributedtoallsitemanagersandAFMgeneralmanagers.
STANDARDS3.4.6 Results of AFM Site Check RefertotheAFMStandardsSiteCheckSOPI. 80%-100%: Achieved
• Sitesthatscore80%orhigherhavemettheAFMStandards.• Sitesthatmaintainthisresultfor3consecutivemonthswillreceiveavisitfromtheManagingDirectororGeneralManagerinrecognitionofthisachievement.
II. 60-80%:StandardsNotMet-ActionRequired• Sitesscoring60-80%donotmeetthestandards.TheEngagementteamwillworkwiththemanagerandchampionstodevelopanactionplantohelpthesitemeetthestandards.
III. Below60%:StandardsNotMet-SignificantImprovementNeeded• Ascoreoflessthan60%isrecordedasafail.• Themanagerwillbenotifiedoftheimprovementsneededtomeetthestandards.• Themanagermustacttomakethenecessaryimprovementswithin48hoursofreceivingthecompletedsitechecklist.Thestandardsdonothavetobemetwithin48hours,butthemanagermusttakeactiontowardsfixingtheproblemsidentifiedbytheEngagementteam.
Forexample,submittingacapexrequesttofixacrackinawall.• Are-inspectionwilltakeplacewithin2weeksoftheinitialsitecheck.• Onre-inspection,ifthesitestilldoesnotcomplywiththestandards:i.Asecondfailscorewillberecorded.ii.EngagementwillescalatetotheGeneralManager.iii.TheGeneralManagerwilleitherdirectthemanagertoattendameetingatheadofficetoexplainthenextstepsneededtomeetthestandards,orvisitthesitetoperformasitecheck.
IV. Below60%3timesin6months• Whereabranchscoresbelow60%3timesin6months,theEngagementteamwillescalatetoseniormanagement.i.ThesitemanagerwillberequiredtoattendtheDivisionalMeetingtopresentanactionplanandensurethesitemeetsthestandards.ii.Disciplinaryactionmayresult.
STANDARDS
3.47 Individual AccountabilityTheAFMStandardsProgrammemeasurestheperformanceofeachAFMsiteagainstthestandards;howeverthesitemanagerhastheoverallresponsibilityforensuringthesitemeetsthestandards.Associateswhoconsistentlyfailtomeetthestandardswillalsobeheldaccountableanddisciplinaryactionmayresult.Forexample,ifanassociatedoesnotmeetthegroomingstandard,thesitemanagermustmakearecordeachtimeanassociatefailstomeetthegroomingstandard.Ifanassociatefails3timesin6months,disciplinaryactionwillresult.PleaserefertoGroomingStandardsSOP.
audit scoring system
Standards achieved - RecognitionStandards not met - Action planFail - Remedy in 48 hours
Re-evaluation in 2 weeks3 fails in a 6 month period - Escalation
0-40 40-60 60-80 80+
STANDARDS4 Appendices: AFM Standards4.1 Standard 1: The AFM Way of Greeting must be used in every interaction
• Greetcustomerswiththefollowingscript:GoodMorning/Afternoon/Evening,welcometoToyota/HINO-ToyotaMHE.• Inacombinedshowroom,use‘WelcometoAl-FuttaimMotors’.• Greetwithin10secondsofarrival.• Alwaysextendawarmgreetingandmakeeyecontact.• Smileanduseawelcomingtone.
4.2 Standard 2: Associate must provide a warm farewellAssociatesmust:
• Thankthecustomerfordoingbusinesswithus.• Offeradditionalassistance.• Escortthecustomertotheexitofthepremises.• Wavegoodbyetoeverycustomer.
STANDARDS4.3 Standard 3: Associates must be well-groomed and professional in appearance. RefertoGroomingSOP
4.3.1 Dress Code: I. Thecompanyuniformmustbecleanandironed.II. Thenamebadgemustbewornontheleftside.III. Topbuttonofshirtmustbefastenedwhenwearingatie.IV. Shirtsmustbeneatlytuckedandsleevesmustnotberolledup.V. Moderatedailyuseofmildbodyfragranceoranti-perspirantiscompulsory.VI. Hats/capsmustnotbeworn.
4.3.2 Dress Code: ShoesI. Mustbepolishedatalltimes.II. Blackshoes,socksandbelt.III. Professionalinstyle;closedshoes/peeptoesareacceptable.IV. Useofsafetyshoeswhererequired.V. Closedpolishedshoes/peeptoesareacceptable.
4.3.3 Dress Code: HairI. Clean,neatlycombedandanatural-lookingcolour.II. Cleanshavenorneatlytrimmedmoustache/beard.
4.3.4 Dress Code: Jewellery I. Jewelleryandhairaccessoriesmustbekepttoaminimum.
STANDARDS4.4 Standard 4: All customer-facing areas must be clean, organised and in good condition I. Averyhighstandardofpresentationandcleanlinessmustbemaintainedinallareasvisibletothecustomer:II. Thereshouldbenovisibledamage.III. External:
• Thecarparkmustbecleanandorganized.• Sufficientparkingspacesmustbeavailableforallcustomers• Gardens/outdoorplantsmustbeneatandvisuallyappealing• Signagemustbecleanandingoodcondition• Directionalsignagemustbeeasytofollow• Themainentrancemustbeclearlymarked• Windowsandbuildingfaçademustbeclean
IV. Internal:• Floors,matsandcarpetsmustbecleanandingoodcondition• Allfurnituremustbecleanandingoodcondition• Thereshouldbenobrokentiles• Alllightsmustbeoperational• Nodamage,marksordustonwallsorceilings• Pantrymustbeclean,hygienicandfreeofclutter
4.5 Standard 5: Customer restrooms must be clean, well-equipped and tidy at all timesI. Ataminimumallrestroomsmusthave:
• Ahighstandardofcleanliness• Functionalequipment• Facilitiesingoodcondition• Regularchecksconductedandrecorded• Acleanodour
• Handtowels• Soapdispenser• Toiletpaperavailableineverystall• Cleaningequipmenthiddenfromcustomers