Table of Contents
Introduction
We are here to help franchise partners operate a successful business. However, to do this, we need to be able to know what is working well and what areas you may need extra training or support. For this reason, we have several systems to help us monitor your progress.
Mystery Shoppers
A2Z Services will use “mystery shoppers” as a tool to monitor and maintain our high level of service. We will arrange a mystery caller to make an enquiry. You won’t know who the mystery caller is and in the process of responding to their enquiry we will be able to assess your rapport building skills, your technical skills and your customer service skills.
Feedback will be given to the franchise partners to improve their performance and to recognise franchise partners who are exceeding expectations.
Minimum Performance Criteria
Franchise partners are to ensure they meet the following revenue targets in their first 12 months:
- Average Turnover of $450 per day
- Turnover $100,000 Per Annum
- 10 Referral jobs Per month
In addition, franchise partners and their staff must reach the following performance indicators on an ongoing basis:
| Area | Key Performance Indicator | Target |
| Customer service – response | Return phone communication | Within 24 hours |
| Acknowledge/return email communication | Within 24 hours | |
| Prepare and return a quote | Within 3 days of enquiry | |
| Sales | Sales targets met | As agreed, |
| Rework and QA | Quotes followed up as per Company protocol Response and remediation | 100% Initial response within 24 hours (Written confirmation of all communications), 7 days to decide on direction, 14 days to close out after decision is confirmed |
| Minimise reworks | Under 2% of total jobs and under 1% of revenue | |
| Completed jobs to be quality assured | Within 3 days of job completion | |
| 100% of jobs | ||
| HR/WHS | Comply with HR Processes e.g., recruitment and reviews | 100% |
| ZERO Lost time injuries and ZERO recordable safety and environmental breach | 0 |
If franchise partners are not meeting the above minimum performance requirements than additional training will be required, charged on a per day rate.
Ongoing Support and Monitoring
At A2Z Services we realise the importance of maintaining a positive and productive relationship between the franchise partners and the franchisor. To facilitate this, we have a set schedule for communication.
- Once a quarter the franchisor, or their representative phones or visits each franchise partners to discuss the KPI and for the previous quarter.
- Once every quarter the franchisor convenes teleconference between all clients of the franchise partners’ network.
- Once a year the franchisor gives a prize to best performing franchise partners of the year.
- Every second year the franchisor organises a conference for each franchise partner to attend.
Forms and Registers
| Document Number | Document Name |
Amendment Record
Issue#: 1 Issue Date: 13/7/2022
| Rev# | Date | Section# | Para.# | Description of Change | Prepared By | Approved By |
| 1 | ||||||
| 2 | ||||||
| 3 |
Disclaimer: This documentcontains material to assist in meeting environmental management, Work Health and Safety and Quality obligations under the International Standard ISO AS/NZS ISO 9001:2016,14001:2016 and other legislative bodies. This document contains material sourced from Safe Work Australia. Any such material remains subject to copyright © Commonwealth of Australia. https://www.safeworkaustralia.gov.au/copyright. Although every effort has been made to ensure the accuracy of this information at the time of publication, it is provided as guidance only and does not provide legal advice on meeting your obligations. This document and its contents are © A2Z services 2018 and or the originating source authors and no permission is given for its duplication or copying, in part or in its entirety, for use outside its original purposes as stated within the company.