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No. System Element
MCS - Meetings
1 Weekly Team Performance Review
2 Weekly Supervisor Performance Review
3 Monthly Zone Performance Review
4 Weekly RCA Meeting
MCS - Tools
Short Interval Control (SIC)
5 - Live Report of completed work
Short Interval Control (SIC)
- Live Visual Board depicting incomplete
6 Supervisors
work that is slowly completed during the
day
Short Interval Control (SIC)
- Communicaton of Business (COB). Live
7 Supervisors
representation of vehicles moving in specific
areas
8 Monthly Forecast
417740247.xlsx
Compliance
Audit Candidates:
Is the meeting being held on a weekly basis?
Supervisor,
Workforce
Are all required attendees participating? Is
management officer,
there an agenda published 24 hours in
Technicians
advance?
Is meeting being held on a weekly basis?
Supervisors, Zone
Are all required attendees participating?
Head
Is agenda published 24 hours in advance?
Is meeting being held on a monthly basis?
CX Ops Head,
Are all required attendees participating?
Zone/Area Head
Is agenda published 1 week in advance?
Zone Head,
Is meeting being held on a weekly basis?
Supervisors,
Are all required attendees participating?
Workforce
Is agenda published 24 hours in advance?
management officer
Audit Candidates:
Is Short Interval Control being carried out
on a daily basis (Productivity Tracker)?
Supervisors Are Supervisors calling crews capturing
progress and providing adivce/solutions to
daily issues?
Do Supervisors look at the Board?
Do Supervisors consult map with vehicles?
Is the Tool up to date and cascaded to
Zone Head
Supervisors as input to planning?
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Understanding Usage
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Is performance reviewed and analysed
Is the agenda followed? through specific KPIs?
Necessary to see being done
Are all attendees prepared? Is poor performance analysed and RCA
2 0 0 on a weekly basis 3/2-8/2019
Is performance reviewed through Kpi's? identified? consistently
Are actions assigned and logged? Are actions taken to address RCA?
Are actions followed up and closed off?
Is performance reviewed and analysed
Is the agenda followed? through specific KPIs?
Are all attendees prepared? Is poor performance analysed and RCA Need polishing 3/1/2019
2 2 0
Is performance reviewed through Kpi's? identified? *Retimed *03/08/2019
Are actions assigned and logged? Are actions taken to address RCA?
Are actions followed up and closed off?
Is performance reviewed and analysed
Is the agenda followed? through specific KPIs?
Are all attendees prepared? Is poor performance analysed and RCA
1 0 0 TBC with Viboy 3/2-8/2019
Is performance reviewed through Kpi's? identified?
Are actions assigned and logged? Are actions taken to address RCA?
Are actions followed up and closed off?
Is performance reviewed and analysed
Is the agenda followed? through specific KPIs?
Needs improvement when it
Are all attendees prepared? Is poor performance analysed and RCA 3/1/2019
2 0 0 comes to Issues Identified
Is performance reviewed through Kpi's? identified? *03/08/2019
*Retimed
Are actions assigned and logged? Are actions taken to address RCA?
Are actions followed up and closed off?
Do Supervisors review status of work
against the plan?
Do Supervisors review completion status of
Are variances identiied?
the Work (SO and FT) against the plan? Further validation for all
In case of delays, do Supervisors challenge 2 1 3/2-8/2019
Do Supervisors first call crews that are supervisors for nex week
bad performance and give constructive
reported behind on their work?
feedback?
Are reasons for delay recorded with times?
Do Supervisors review status of work
Do Supervisors review completion status of against the plan?
the Work (SO and FT) against the plan by Are variances identiied? 15/02 Update whiteboards
individual or team? In case of delays, do Supervisors challenge 2 0 on a hourly basis 3/2-8/2019
*Retimed
Do Supervisors first call crews that are bad performance and give constructive
reported behind on their work? feedback?
Are reasons for delay recorded with times?
Do Supervisors review status of work
Do Supervisors review completion status of against the plan?
the Work (SO and FT) against the plan by Are variances identiied?
individual or team? In case of delays, do Supervisors challenge 0 0 Confirm timeline for WFSC TBC
Do Supervisors first call crews that are bad performance and give constructive
reported behind on their work? feedback?
Are reasons for delay recorded with times?
Does the Zone Head assess achievability?
Does the Zone Head appropriately partition
Are variances to the forecast analysed? Necessary to discuss in the
the target and properly distribute? 3/1/2019
Are corrective actions taken? 2 1 weekly meeting
Is the forecast properly communicated *Retimed
3/08/2019
Are actions being documented and used to
down the line?
give direction in Planning meetings?
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Does the Monthly Plan have sufficient Does Monthly break down to weekly plans?
Do Supervisors/Zone Head have a plan for resources to complete the required Are weekly plans reviewed?
Necessary to comminicate
Zone Head, the month? incoming work? Are findings being relayed and documented 3/1/2019
9 Monthly Plan 1 0 down to the supervisors
Supervisors Are Crewing reports and incoming volumes Does it have the flexibility to be modified through the planning meetings? 3/08/2019
*Retimed
being consulted? for continuous improvement? Are actions being taken on any identified
Is it realistic and achievable? variance?
Is the Plan being used to drive manpower
Do Supervisors/WMOs have sufficient
productivity throughout the duration?
Supervisors, resources to complete required incoming Necessary to see weekly
Is the Plan being reviewed after the actual
Workforce Do Supervisors/WMOs have a weekly plan? work? plan of supervisors 3/1/2019
10 Weekly Plan performance? 1 0
management officer Does it align with the monthly plan? Are all available resources utilised with consistently *3/08/2019
Are lessons learned being documented, *Retimed
(WMOs) enough work?
actions taken recorded, and future
manpower allocation ammended?
Do Supervisors/WMOs have sufficient
Is the weekly schedule being analysed and
Do Supervisors/WMOs have a weekly resources to complete required incoming Necssary to see WMA's to
modified for continuous efficiency and
Workforce schedule? work? take jobs from the
productivity improvements? Are findings 2/23-3/01
11 Weekly Schedule management officer Is it distributed to Technicians in weekly Are all available resources utilised with 2 0 contractors as needed to fill
being relayed and documented through the jobs.
*03/2-8/2019
(WMOs) meeting? enough work?
planning meetings? Are actions being taken *Retimed
Does it align with the weekly / monthly
on any identified variance?
plan?
Do WMOs have a daily schedule? Is the daily schedule being analysed and
Do WMOs have sufficient resources to
Is it distributed to Technicians in weekly modified for continuous efficiency and Necessary to take jobs fom
Workforce complete required incoming work?
meeting? productivity improvements? Are findings contractors as needed to hit 2/23-3/01
12 Daily Schedule management officer Are all available resources utilised with 2 0
Are the WMOs using the tool? being relayed and documented through the target *03/2-8/2019
(WMOs) enough work? *Retimed
Is enough work being assigned to each planning meetings? Are actions being taken
Does it align with the weekly plan?
Technician? on any identified variance?
Is the Crewing plan up to date and timely Is the Crewing Plan being analysed and
cascaded to team members? Does the Supervisor / Zone Head review modified for continuous efficiency and
Necessary to see completed
Supervisors / Zone Do all employees submit their vacation leave and approve the finalised Crewing Plan? productivity improvements? Are findings
13 Monthly Crewing Plan/Rotation 2 1 for April before March 25 25-Mar-19
Head request forms on time? Are weekends in particular, loaded up with being relayed and documented through the and load up weekends
Do Supervisors incorporate all request forms the necessary number of Technicians? planning meetings? Are actions being taken
into Crewing Plan? on any identified variance?

Are Supervisors challenging Technicians on

14 Daily Planning Report
recorded lost time, reasons for
Are Supervisors including planned activity,
underperformance, deductable time and Are issues identified and discussed in the
Deductable time and reasons? (morning) Necessary to see if discussed
variances to plan? weekly review meeting with Technicians?
Supervisors Are Supervisors recording lost time, reasons 2 2 with technicians with the 3/2-8/2019
Are Supervisors able to distinguish Are actions taken, recorded and reviewed in agreed solutions.
for underperformance and variances to plan?
between issue and excuse? order to resolve in a timely manner?
(afternoon)
Are Supervisors investigating issues and
proposing solutions?

15 Pareto Tool (Issues and Graph)
16 RCA Tool (Issues Log and Summary)
17 Whiteboard Performance Tracker
18 Prioritization Tool
Are Information Analysts compiling reasons
Information Analyst for underperformance, time and frequency?
Are they creating a Pareto graph?
Are Technicians / Supervisors recording lost
time, reasons for underperformance and
variances to plan?
Supervisors Are Supervisors following up on their
Technicians progress on a daily basis
recording issues and thinking about potential
solutions?
Is the Whiteboard being populated and
Zone Head,
published daily in the standardised format?
Supervisors,
Is there an assigned person to complete on
Technicians
a daily basis?
Does the Supervisor prioritise the work
Supervisors
given to Technicians?
Are Information Analysts challenging Is the Pareto Tool used and discussed in the
Necessary to challenge
Supervisors on recorded lost time, reasons weekly review meeting? 3/1/2019
2 0 underperformance
for underperformance and variances to Are Solutions recognised and actions taken, *03/08/2019
*Retimed
plan? recorded and reviewed?
Are Supervisors challenging Technicians on
recorded lost time, reasons for Issues log and solutions
Are issues identified and discussed in the
underperformance and variances to plan? need to be tested and
weekly review meeting with Zone Head? 3/1/2019
Are Supervisors able to distinguish 2 0 discuss effect next RCA
Are actions taken, recorded and reviewed in meeting
*03/08/2019
between issue and excuse?
order to resolve in a timely manner? *Retimed
Are Supervisors investigating issues, using
Pareto and proposing solutions?
Are Whiteboards being used to drive Are issues identified and discussed in the
consistent achievement and create healthy weekly performance meeting with Necessary to check with
3/1/2019
competition to maintain target attainment? Supervisor? 2 1 Supervisors and technicians
*Retimed
*03/08/2019
Is underperformance being addressed? Are actions being taken as a result of SIC?
Is achievement being praised?
Does the Supervisor analyse and modify
Priorities for continuous efficiency and Supervisors take to account
Do priorities take into account geography, productivity improvements? Are findings what was agreed with 2/23-3/01
2 1
volume and type? being relayed and documented through the priority of work *03/2-8/2019
planning meetings? Are actions being taken *Retimed
on any identified variance?

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Is the List used to help promote efficiency
in prework activities? Is the list being analysed and modified for
Do WMOs have an up to date copy of the
Workforce Is the List being frequently updated and continuous efficiency and improved Necessary to see WMA
Requirements List Requirements List?
19 management officer communicated to Technicians (ie weekly planning? 2 0 working with technicians in 3/2-8/19
(Permit, Parking, Day, Times etc) Is the List used and cascaded to Call out updating and using the list
(WMOs) basis)? Are updates being relayed and documented
personnel?
Is there a two-way communication on a timely manner?
between WMO and Technician?
Is the Matrix up to date and being used
Do the Supervisors have a Skills Matrix that and cascaded to help in the understanding,
Is the Matrix being analysed and evaluated Necessary to bring every one
includes all their Technicians? development, deployment and tracking of 2/23-3/01
20 Skills Matrix Supervisors to fit the existing demand of current 2 2 1 up to geek squad level
Is the matrix used to identify compatibility of people and their skills? *03/2-8/2019
services/products provided? *Retimed
skills vs. services required? Are skill shortages being identified and
training sessions organised?
Are calls being analysed and modified for
continuous efficiency and improved
Does the tool promote a culture of Direction required from 2/22/2019
conversion rate?
Subscriber Notification Are text blasts sent out when a subscriber is standard practice and a systematic Viboy *Re-timed for
21 Call out personnel Are findings being relayed and documented 0 0
(Text Blast) not found repeatedly? approach in accomplishing daily call outs? verification by
through the Performance meetings? Viboy
Do subscibers call back?
Are actions being taken on any identified
variance?
Are calls being analysed and modified for
continuous efficiency and improved
Does the tool promote a culture of 15/02/2019
conversion rate?
Is the Tool up to date and being used standard practice and a systematic Direction required from *Re-timed for
22 COSMO system Call out personnel Are findings being relayed and documented 0 0
consistently? approach in accomplishing daily call outs? Viboy verification by
through the Performance meetings? Viboy
Do subscibers call back?
Are actions being taken on any identified
variance?
Are findings being relayed and documented
Does the system promote a culture of Necessary for MIA to audit
Is Key management being used through the Performance meetings? 2/23-3/01
23 Key Management System Supervisors standard practice and a systematic 1 0 condition of keys
consistently? Are actions being taken on any identified *03/2-8/19
approach in accomplishing daily activities? *Retimed
issues?
Are findings being relayed and documented Necessary for MIA to print
Does the system promote a culture of
Does the Technician have a copy of the through the Performance meetings? and distribute to all 2/23-3/01
24 Perfect Day Techncians standard practice and a systematic 0 0
"Perfect Day"? Are actions being taken on any identified technicians *03/2-8/2019
approach in accomplishing daily activities? *Retimed
issues?
Does the system promote a culture of
Does the Technician maintian a standard of
standard practice and a systematic
housekeeping in his vehicle? Are materials Are findings being relayed and documented
approach in accomplishing daily activities? Necessary to see actual
located in specific positions within vehicle? through the Performance meetings?
25 5S Truck Housekeeping Technicians Does the Technician check availability of 2 1 audits to make sure 5S is 03/2-8/2019
Are correct numbers of each material kept? Are actions being taken on any identified sustained
stocks?
Does the Technician maintian a standard of issues?
Are they replenished through materials
housekeeping in his vehicle?
requisition process?
MCS - Processes Audit Candidates:
Does the process promote a culture of
standard practice and a systematic Are findings being relayed and documented
Necessary to polish on the
Does the Technician know the process being approach in accomplishing daily activities? through the Performance meetings?
new material requisition 2/23-3/01
26 Material Requisition Process Technician used? Does the Technician check availability of Is the process identifying issues? 2 1
process *03/2-8/2019
stocks? Are actions being taken on any identified *Retimed
Are they replenished correctly following issues?
process?
Does the Supervisor extract an amount of Is the process being reviewed in the Necessary for supervisors to
Is work prioritised based on geography,
work from the System? planning meetings? Are the KPI's analysed be active in the planning 3/1/2019
27 Planning Process Supervisors volume and type? 2 1
Does he hand over list of subscribers to be and documented? Is RCA being utilised to process *03/08/19
contacted and confirmed? identify actions? *Retimed
Are Call out personnel followed up on
ensuring availability of jobs coming
Is the process being reviewed in the
Workforce Do WMOs create a schedule for every through? Necessary to get job from
planning meetings? Are the KPI's analysed 2/23-3/01
28 Scheduling Process management officer Technician or team? Do WMOs communicate with Supervisor to 2 the contarctors as needed
and documented? Is RCA being utilised to *Retimed
*03/2-8/2019
(WMOs) Does he call subscribers to verify visits? assign more jobs in case additional are
identify actions?
required?

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Does the Supervisor track the volume of
Is the process being reviewed in the
Does he know the size of the backlog? backlog and incorporate it into Plan? Necessary to get job from
planning meetings? Are the KPI's analysed 2/23-3/01
29 Backlog Process Supervisors Is there a dedicated Call out team or/and Does the Supervisor take action to deal 2 0 the contarctors as needed
and documented? Is RCA being utilised to *03/2-8/2019
Schedulers calling ? with backlog i.e. notify Zone Head, swing *Retimed
identify actions?
teams brought in, overtime given?
MCS - Reports Audit Candidates:

Are actions being taken and developed

CX Ops Head, through the planning and management
Are the dashboards being used to drive Update till January 2019 and
Zone/Area Head, Is the dashboard being populated and meetings? Is RCA being employed to 3/1/2019
30 Monthly Dashboards meetings and create actions to maintain 2 will track compliance for
Supervisors, published daily in the standardised format? identify issues? Are targets being evaluated February
target attainment?
Information Analyst and assessed based on the companies
needs?

Are actions being taken and developed

through the planning and management Done for all weeks of
Zone/Area Head, Is the dashboard being populated and Are the dashboards being used to drive January 2019 track 3/1/2019
meetings? Is RCA being employed to
31 Weekly Dashboard Supervisors, published weekly in the standardised meetings and create actions to maintain 1 0 0 compliance for february *03/08/19
identify issues? Are targets being evaluated 2019
Information Analyst format? target attainment?
and assessed based on the company's *Retimed
needs?

Are actions being taken as SIC to be within

Zone/Area Head, Are the dashboards being used to drive the desired target? Is RCA being employed Need to update february on 3/1/2019
Is the dashboard being populated and
32 Daily Dashboards Supervisors, consistent achievement and create healthy to identify issues? Are targets being 1 a daily basis *03/2-8/19
published daily in the standardised format? *Retimed
Information Analyst competition to maintain target attainment? evaluated and assessed based on the
company's needs?

Are actions being taken and developed

through the planning and management Done for January 2019 and
Is the dashboard being populated and Are the dashboards being used to drive 3/1/2019
Supervisors, meetings? Is RCA being employed to Track records for February
33 Backlog Report published monthly in the standardised meetings and create actions to maintain 1 *03/08/19
Information Analyst identify issues? Are targets being evaluated 2019
format? target attainment? *Retimed
and assessed based on the companies
needs?
Score: 33% 77% 21% 2%

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MCS - Meetings Audit Candidates:

Is performance reviewed and analysed

Is the meeting being held on a weekly basis?
Supervisor, Is the agenda followed? through specific KPIs?
Workforce Are all attendees prepared? Is poor performance analysed and RCA
1 Weekly Team Performance Review Are all required attendees participating? Is 2 1 1
management officer, Is performance reviewed through Kpi's? identified?
there an agenda published 24 hours in
Technicians Are actions assigned and logged? Are actions taken to address RCA?
advance?
Are actions followed up and closed off?

Is performance reviewed and analysed

Is the agenda followed? through specific KPIs?
Is meeting being held on a weekly basis?
Supervisors, Zone Are all attendees prepared? Is poor performance analysed and RCA
2 Weekly Supervisor Performance Review Are all required attendees participating? 2 1 1
Head Is performance reviewed through Kpi's? identified?
Is agenda published 24 hours in advance?
Are actions assigned and logged? Are actions taken to address RCA?
Are actions followed up and closed off?

Is performance reviewed and analysed

Is the agenda followed? through specific KPIs?
Is meeting being held on a monthly basis?
CX Ops Head, Are all attendees prepared? Is poor performance analysed and RCA
3 Monthly Zone Performance Review Are all required attendees participating? 2 1
Zone/Area Head Is performance reviewed through Kpi's? identified?
Is agenda published 1 week in advance?
Are actions assigned and logged? Are actions taken to address RCA?
Are actions followed up and closed off?

Is performance reviewed and analysed

Zone Head, Is the agenda followed? through specific KPIs?
Is meeting being held on a weekly basis?
Supervisors, Are all attendees prepared? Is poor performance analysed and RCA
4 Weekly RCA Meeting Are all required attendees participating? 2 1
Workforce Is performance reviewed through Kpi's? identified?
Is agenda published 24 hours in advance?
management officer Are actions assigned and logged? Are actions taken to address RCA?
Are actions followed up and closed off?

MCS - Tools Audit Candidates:

Is the Manpower calculator being used to Are Tech deficits moved into the area?
Are Technicians loaded up with enough
Zone Head + calculate the required number of Technicians Are Tech surpluses moved out of the area?
5 Manpower Calculator work each day based on incoming volume 2 1
Management Team for the Zone? Are the standards understood and revised?
of work?
Is the volume of incoming work calculated?

Do Supervisors review status of work

Short Interval Control (SIC)
6 - Live Report of completed work
Is Short Interval Control being carried out against the plan?
Do Supervisors review completion status of
on a daily basis (Productivity Tracker)? Are variances identiied?
the Work (SO and FT) against the plan?
Supervisors Are Supervisors calling crews capturing In case of delays, do Supervisors challenge 2 1
Do Supervisors first call crews that are
progress and providing adivce/solutions to bad performance and give constructive
reported behind on their work?
daily issues? feedback?
Are reasons for delay recorded with times?

Do Supervisors review status of work

Do Supervisors review completion status of against the plan?
Short Interval Control (SIC)
the Work (SO and FT) against the plan by Are variances identiied?
- Live Visual Board depicting incomplete
7 Supervisors Do Supervisors look at the Board? individual or team? In case of delays, do Supervisors challenge 2 1
work that is slowly completed during the
Do Supervisors first call crews that are bad performance and give constructive
day
reported behind on their work? feedback?
Are reasons for delay recorded with times?

Do Supervisors review status of work

Short Interval Control (SIC)
- Communicaton of Business (COB). Live
8 Supervisors
representation of vehicles moving in specific
areas
Do Supervisors consult map with vehicles?
Do Supervisors review completion status of
the Work (SO and FT) against the plan by
individual or team?
Do Supervisors first call crews that are
reported behind on their work?
against the plan?
Are variances identiied?
In case of delays, do Supervisors challenge 2 1
bad performance and give constructive
feedback?
Are reasons for delay recorded with times?

Does the Zone Head assess achievability?

Does the Zone Head appropriately partition
Are variances to the forecast analysed?
Is the Tool up to date and cascaded to the target and properly distribute?
9 Monthly Forecast Zone Head Are corrective actions taken? 2 1
Supervisors as input to planning? Is the forecast properly communicated
Are actions being documented and used to
down the line?
give direction in Planning meetings?

Does the Monthly Plan have sufficient Does Monthly break down to weekly plans?
Do Supervisors/Zone Head have a plan for resources to complete the required Are weekly plans reviewed?
Zone Head, the month? incoming work? Are findings being relayed and documented
10 Monthly Plan 2 1
Supervisors Are Crewing reports and incoming volumes Does it have the flexibility to be modified through the planning meetings?
being consulted? for continuous improvement? Are actions being taken on any identified
Is it realistic and achievable? variance?
Is the Plan being used to drive manpower
Do Supervisors/WMOs have sufficient
productivity throughout the duration?
Supervisors, resources to complete required incoming
Is the Plan being reviewed after the actual
Workforce Do Supervisors/WMOs have a weekly plan? work?
11 Weekly Plan performance? 2 1
management officer Does it align with the monthly plan? Are all available resources utilised with
Are lessons learned being documented,
(WMOs) enough work?
actions taken recorded, and future
manpower allocation ammended?
Do Supervisors/WMOs have sufficient
Is the weekly schedule being analysed and
Do Supervisors/WMOs have a weekly resources to complete required incoming
modified for continuous efficiency and
Workforce schedule? work?
productivity improvements? Are findings
12 Weekly Schedule management officer Is it distributed to Technicians in weekly Are all available resources utilised with 2 1
being relayed and documented through the
(WMOs) meeting? enough work?
planning meetings? Are actions being taken
Does it align with the weekly / monthly
on any identified variance?
plan?

Do WMOs have a daily schedule? Is the daily schedule being analysed and
Do WMOs have sufficient resources to
Is it distributed to Technicians in weekly modified for continuous efficiency and
Workforce complete required incoming work?
meeting? productivity improvements? Are findings
13 Daily Schedule management officer Are all available resources utilised with 2 1
Are the WMOs using the tool? being relayed and documented through the
(WMOs) enough work?
Is enough work being assigned to each planning meetings? Are actions being taken
Does it align with the weekly plan?
Technician? on any identified variance?

14 Monthly Crewing Plan/Rotation
15 Daily Planning Report
16 Pareto Tool (Issues and Graph)
17 RCA Tool (Issues Log and Summary)
18 Whiteboard Performance Tracker
19 Prioritization Tool
Requirements List
20
(Permit, Parking, Day, Times etc)
Is the Crewing plan up to date and timely
cascaded to team members?
Supervisors / Zone Do all employees submit their vacation leave
Head request forms on time?
Do Supervisors incorporate all request forms
into Crewing Plan?
Are Supervisors inluding planned activity,
Deductable time and reasons? (morning)
Supervisors Are Supervisors recording lost time, reasons
for underperformance and variances to plan?
(afternoon)
Are Information Analysts compiling reasons
Information Analyst for underperformance, time and frequency?
Are they creating a Pareto graph?
Are Technicians / Supervisors recording lost
time, reasons for underperformance and
variances to plan?
Supervisors Are Supervisors following up on their
Technicians progress on a daily basis
recording issues and thinking about potential
solutions?
Is the Whiteboard being populated and
Zone Head,
published daily in the standardised format?
Supervisors,
Is there an assigned person to complete on
Technicians
a daily basis?
Does the Supervisor prioritise the work
Supervisors
given to Technicians?
Do WMOs have an up to date copy of the
Workforce
Requirements List?
management officer
Is the List used and cascaded to Call out
(WMOs)
personnel?
Does the Supervisor / Zone Head review
and approve the finalised Crewing Plan?
Are weekends in particular, loaded up with
the necessary number of Technicians?
Are Supervisors challenging Technicians on
recorded lost time, reasons for
underperformance, deductable time and
variances to plan?
Are Supervisors able to distinguish
between issue and excuse?
Are Supervisors investigating issues and
proposing solutions?
Are Information Analysts challenging
Supervisors on recorded lost time, reasons
for underperformance and variances to
plan?
Are Supervisors challenging Technicians on
recorded lost time, reasons for
underperformance and variances to plan?
Are Supervisors able to distinguish
between issue and excuse?
Are Supervisors investigating issues, using
Pareto and proposing solutions?
Are Whiteboards being used to drive
consistent achievement and create healthy
competition to maintain target attainment?
Is underperformance being addressed?
Is achievement being praised?
Do priorities take inot account geography,
volume and type?
Is the List used to help promote efficiency
in prework activities?
Is the List being frequently updated and
communicated to Technicians (ie weekly
basis)?
Is there a two-way communication
between WMO and Technician?
Is the Crewing Plan being analysed and
modified for continuous efficiency and
productivity improvements? Are findings
2 1
being relayed and documented through the
planning meetings? Are actions being taken
on any identified variance?
Are issues identified and discussed in the
weekly review meeting with Technicians?
2 1
Are actions taken, recorded and reviewed in
order to resolve in a timely manner?
Is the Pareto Tool used and discussed in the
weekly review meeting?
2 1
Are Solutions recognised and actions taken,
recorded and reviewed?
Are issues identified and discussed in the
weekly review meeting with Zone Head?
2 1
Are actions taken, recorded and reviewed in
order to resolve in a timely manner?
Are issues identified and discussed in the
weekly performance meeting with
Supervisor? 2 1
Are actions being taken as a result of SIC?
Does the Supervisor analyse and modify
Priorities for continuous efficiency and
productivity improvements? Are findings
2 1
being relayed and documented through the
planning meetings? Are actions being taken
on any identified variance?
Is the list being analysed and modified for
continuous efficiency and improved
planning? 2 1
Are updates being relayed and documented
on a timely manner?

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Is the Matrix up to date and being used
Do the Supervisors have a Skills Matrix that and cascaded to help in the understanding,
Is the Matrix being analysed and evaluated
includes all their Technicians? development, deployment and tracking of
21 Skills Matrix Supervisors to fit the existing demand of current 2 1
Is the matrix used to identify compatibility of people and their skills?
services/products provided?
skills vs. services required? Are skill shortages being identified and
training sessions organised?
Are calls being analysed and modified for
continuous efficiency and improved
Does the tool promote a culture of
conversion rate?
Subscriber Notification Are text blasts sent out when a subscriber is standard practice and a systematic
22 Call out personnel Are findings being relayed and documented 2 1
(Text Blast) not found repeatedly? approach in accomplishing daily call outs?
through the Performance meetings?
Do subscibers call back?
Are actions being taken on any identified
variance?
Are calls being analysed and modified for
continuous efficiency and improved
Does the tool promote a culture of
conversion rate?
Is the Tool up to date and being used standard practice and a systematic
23 COSMO system Call out personnel Are findings being relayed and documented 2 1
consistently? approach in accomplishing daily call outs?
through the Performance meetings?
Do subscibers call back?
Are actions being taken on any identified
variance?
Are findings being relayed and documented
Does the system promote a culture of
Is Key management being used through the Performance meetings?
24 Key Management System Supervisors standard practice and a systematic 2 1
consistently? Are actions being taken on any identified
approach in accomplishing daily activities?
issues?
Are findings being relayed and documented
Does the system promote a culture of
Does the Technician have a copy of the through the Performance meetings?
25 Perfect Day Techncians standard practice and a systematic 2 1
"Perfect Day"? Are actions being taken on any identified
approach in accomplishing daily activities?
issues?
Does the system promote a culture of
standard practice and a systematic
Does the Technician maintian a standard of Are findings being relayed and documented
approach in accomplishing daily activities?
housekeeping in his vehicle? Are materials through the Performance meetings?
26 5S Truck Housekeeping Technicians Does the Technician check availability of 2 1
located in specific positions within vehicle? Are actions being taken on any identified
stocks?
Are correct numbers of each material kept? issues?
Are they replenished through materials
requisition process?
MCS - Processes Audit Candidates:
Does the process promote a culture of
standard practice and a systematic Are findings being relayed and documented
Does the Technician know the process
approach in accomplishing daily activities? through the Performance meetings?
being?
27 Material Requisition Process Technician Does the Technician check availability of Is the process identifying issues?
Does the Technician maintian a standard of
stocks? Are actions being taken on any identified
housekeeping in his vehicle?
Are they replenished correctly following issues?
process?
Is the process being reviewed in the
Is the Manpower calculator process being Is the process being used to maximize planning meetings? Are the KPI's
28 Manpower Calculator Process Zone Head used to calculate the required number of output and efficiency of manpower surrounding the calculator analysed and
Technicians for the Zone? required? documented? Are actions being taken to
ensure proper manloading?
Does the Supervisor extract an amount of Is the process being reviewed in the
Is work prioritised based on geography,
work from the System? planning meetings? Are the KPI's analysed
29 Planning Process Supervisors volume and type?
Does he hand over list of subscribers to be and documented? Is RCA being utilised to
contacted and confirmed? identify actions?
Are Call out personnel followed up on
ensuring availability of jobs coming
Is the process being reviewed in the
Workforce Do WMOs create a schedule for every through?
planning meetings? Are the KPI's analysed
30 Scheduling Process management officer Technician or team? Do WMOs communicate with Supervisor to
and documented? Is RCA being utilised to
(WMOs) Does he call subscribers to verify visits? assign more jobs in case additional are
identify actions?
required?

Does the Supervisor track the volume of

Is the process being reviewed in the
Does he know the size of the backlog? backlog and incorporate it into Plan?
planning meetings? Are the KPI's analysed
31 Backlog Process Supervisors Is there a dedicated Call out team or/and Does the Supervisor take action to deal
and documented? Is RCA being utilised to
Schedulers calling ? with backlog i.e. notify Zone Head, swing
identify actions?
teams brought in, overtime given?
MCS - Reports Audit Candidates:

Are actions being taken and developed

CX Ops Head, through the planning and management
Are the dashboards being used to drive
Zone/Area Head, Is the dashboard being populated and meetings? Is RCA being employed to
32 Monthly Dashboards meetings and create actions to maintain
Supervisors, published daily in the standardised format? identify issues? Are targets being evaluated
target attainment?
Information Analyst and assessed based on the companies
needs?

Are actions being taken and developed

through the planning and management
Zone/Area Head, Is the dashboard being populated and Are the dashboards being used to drive
meetings? Is RCA being employed to
33 Weekly Dashboard Supervisors, published weekly in the standardised meetings and create actions to maintain 0 0
identify issues? Are targets being evaluated
Information Analyst format? target attainment?
and assessed based on the company's
needs?

Are actions being taken as SIC to be within

Zone/Area Head, Are the dashboards being used to drive the desired target? Is RCA being employed
Is the dashboard being populated and
34 Daily Dashboards Supervisors, consistent achievement and create healthy to identify issues? Are targets being 0
published daily in the standardised format?
Information Analyst competition to maintain target attainment? evaluated and assessed based on the
company's needs?

Are actions being taken and developed

through the planning and management
Is the dashboard being populated and Are the dashboards being used to drive
Supervisors, meetings? Is RCA being employed to
35 Backlog Report published monthly in the standardised meetings and create actions to maintain 0
Information Analyst identify issues? Are targets being evaluated
format? target attainment?
and assessed based on the companies
needs?
Score: 38% 74% 37% 3%

417740247.xlsx Page 6
 Compliance
Audit Progress Table Week 14 Week 15 Week 16
Week Commencing Week 14 Week 15 Week 16 Week 17 Week 18 Week 19 Week 20 Week 21 Week 22 Week 23 Week 24 Week 25 Camanava 29% 52% 53%
Project Week 14 15 16 17 18 19 20 21 22 23 24 25 North 17% 27% 42%
Compliance 23% 39% 46% 69% 64% 67% 74% 81% 83% 84% 84% South 23% 38% 44%
Compliance (Target) 30% 35% 50% 65% 80% 90% 95% 98% 100% 100% 100% 100% Average 23% 39% 46%
Understanding 3% 2% 3% 15% 16% 26% 29% 52% 63% 66% 67%
Understanding (Target) 10% 12% 17% 25% 35% 47% 60% 70% 77% 82% 85% 87% Understanding
Usage 0% 0% 0% 1% 1% 1% 1% 13% 19% 21% 21% Week 14 Week 15 Week 16
Usage (Target) 0% 3% 5% 7% 10% 15% 25% 35% 42% 47% 51% 54% Camanava 5% 2% 5%
North 0% 0% 0%
South 3% 3% 3%
Average 3% 2% 3%

Usage
Audit Score

Week 14 Week 15 Week 16

Situational Audit Progress Chart Camanava 0% 0% 0%
North 0% 0% 0%
100% South 0% 0% 0%
Average 0% 0% 0%
90%

80%

70%

60%

50%

40%

30%

20%

10%

0%
Week 15

Week 16

Week 18

Week 19

Week 20

Week 22

Week 23

Week 24

Week 25
Week 14

Week 17

Week 21

Compliance Understanding Usage

Week Ending
Compliance (Target) Understanding (Target) Usage (Target)
Week 17 Week 18 Week 19 Week 20 Week 21 Week 22 Week 23 Week 24
74% 67% 68% 70% 80% 82% 82% 82%
59% 56% 62% 74% 80% 80% 82% 82%
73% 68% 70% 77% 82% 86% 88% 88%
69% 64% 67% 74% 81% 83% 84% 84%

Week 17 Week 18 Week 19 Week 20 Week 21 Week 22 Week 23 Week 24

20% 17% 17% 23% 55% 65% 67% 68%
8% 15% 39% 41% 58% 71% 74% 76%
17% 17% 23% 23% 42% 52% 56% 58%
15% 16% 26% 29% 52% 63% 66% 67%

Week 17 Week 18 Week 19 Week 20 Week 21 Week 22 Week 23 Week 24

2% 2% 2% 2% 15% 21% 21% 21%
0% 0% 0% 0% 12% 20% 27% 27%
0% 0% 0% 0% 11% 15% 15% 16%
1% 1% 1% 1% 13% 19% 21% 21%
 Compliance Understanding
CamanavaNorth QC South QC CamanavaNorth QC South QC
Week 1 29% 17% 23% Week 1 5% 0% 3%
Week 2 52% 27% 38% Week 2 2% 0% 3%
Week 3 53% 42% 44% Week 3 5% 0% 3%
Week 4 74% 59% 73% Week 4 20% 8% 17%
Week 5 67% 56% 68% Week 5 17% 15% 17%
Week 6 68% 62% 70% Week 6 17% 39% 23%
Week 7 70% 74% 77% Week 7 23% 41% 23%
Week 8 80% 80% 82% Week 8 55% 58% 42%
Week 9 82% 80% 86% Week 9 65% 71% 52%
Week 10 82% 82% 88% Week 10 67% 74% 56%
Week 11 82% 82% 88% Week 11 68% 76% 58%
Week 12 Week 12
Week 13 Week 13
Week 14 Week 14
Week 15 Week 15
 Usage
CamanavaNorth QC South QC
Week 1 0% 0% 0%
Week 2 0% 0% 0%
Week 3 0% 0% 0%
Week 4 2% 0% 0%
Week 5 2% 0% 0%
Week 6 2% 0% 0%
Week 7 2% 0% 0%
Week 8 15% 12% 11%
Week 9 21% 20% 15%
Week 10 21% 27% 15%
Week 11 21% 27% 16%
Week 12
Week 13
Week 14
Week 15
 0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Compliance

29%

5%
Understanding

Week 14
0%
Usage

Compliance

52%

2%
Understanding

Week 15
0%
Usage

Compliance
53%

Understanding 5%

Week 16
0%

Usage

Compliance
74%

Understanding
20%
Audit Progress per Week

Week 17
2%

Usage

Compliance
67%

Understanding
17%

Week 18
2%

Usage

Compliance
68%

Understanding
17%

Week 19
2%

Usage
Area Week 14 Week 15 Week 16
Compliance Understanding Usage Compliance Understanding Usage Compliance Understanding
Overall % 29% 5% 0% 52% 2% 0% 53% 5%
Week 16 Week 17 Week 18 Week 19
Usage Compliance Understanding Usage Compliance Understanding Usage Compliance Understanding
0% 74% 20% 2% 67% 17% 2% 68% 17%
Week 19 Week 20
Usage ComplianceUnderstanding Usage ComplianceUnderstanding Usage ComplianceUnderstanding Usage
2% 70% 23% 2% #REF! #REF! #REF! #REF! #REF! #REF!
ComplianceUnderstanding Usage ComplianceUnderstanding Usage ComplianceUnderstanding Usage Implemented
#REF! #REF! #REF! #REF! #REF! #REF! #REF! #REF! #REF! #REF!
ComplianceUnderstanding Usage
#REF! #REF! #REF!