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ROLES AND RESPONSIBILITIES - ACCOUNTING CLERK
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY
MEASUREMENT RESOURCE/ SUPPORT
Financial Administration
Perform daily bookkeeping activities and distribute financial reports
On-going Accurate tracking and reporting of business income and expenses
Sound financial data
Accurate financial records
OPM Chs. 14,16 EMM Chs 7,8
Process payroll
documents, perform weekly/bi-weekly payroll administration and reporting, and administer payroll taxes
Weekly/ Bi-Weekly
Ensure all time sheets and time cards are collected and processed or forwarded to payroll service Ensure payroll taxes are current
Payroll completed accurately and timely Payroll taxes are paid timely
Paychecks are delivered on-time Check Error Log Payroll Reports Payroll Tax Summaries
OPM Ch.17 Personnel Manual Ch.7
Reconcile invoices
with Royalty Report and complete Royalty Report for Owner review
Monthly Ensure compliance with Corporate requirements
Invoices match Royalty Report and royalties are calculated correctly are filed timely
Royalty Report Deposit Report Invoice List by Royalty Month Report
OPM Chs. 14,16, 17, 18 EMM Ch.5
1
ROLES AND RESPONSIBILITIES - ACCOUNTING CLERK
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY MEASUREMENT
RESOURCE/ SUPPORT
Financial Administration (cont.)
Bill customers for services
Daily Customers receive timely invoices for services rendered
Timely invoicing of customers
Completed Work Orders marked “Billed”
OPM Ch.15
EMM Ch.5
Process customer
payments and prepare deposits
Daily Payments are applied to accounts correctly and timely with accurate paperwork for each deposit
Improved cash flow Payments received equal deposit amount Prompt commission payments
Accounts Receivable (A/R) Aging Report Invoice Report Deposit Report
OPM Ch. 14,15,16,18
EMM Ch.5
ManagER Manual
Manage Accounts
Receivable On-going Improve cash
flow Accounts Receivable are kept current
A/R Aging Report Average Collection Period calculation FFA reports
OPM Chs. 14,15
EMM Ch.5
ManagER Help
“A/R Collections” e-Learning
Manage Accounts
Payable (A/P) On-going Review all
payables Create checks for approved payables
Accounts Payable are kept current All referral and subcontract fees entered and paid
A/P Report OPM Ch. 14 EMM Ch.5
2
ROLES AND RESPONSIBILITIES - ACCOUNTING CLERK
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY MEASUREMENT
RESOURCE/ SUPPORT
Financial Administration (cont.)
Prepare Sales Tax Report
Monthly Ensure accurate reporting of sales taxes collected
Compliance with applicable state laws
Sales Tax Report OPM Ch. 18
Assisting with Administrative Tasks
Inventory office supplies
Weekly Maintain office supplies and perform reordering as needed
Office is neat, organized, and has adequate supplies
Office Inventory Log
OPM Ch.11 2008 Product Catalog Product Ordering Form
Handle phones As Needed Ensure phone
calls are answered and routed correctly
Phones are answered quickly and calls handled efficiently
Call Log OPM Chs. 6,8,9
3
ROLES AND RESPONSIBILITIES - ADMINISTRATIVE ASSISTANT
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY MEASUREMENT
RESOURCE/ SUPPORT
Phones / Scheduling
Answer phones, provide customer service, and maintain log of all calls
Daily
Ensure phone calls are answered and assigned correctly
Phones are answered quickly, calls handled properly, and calls tracked
Call Log OPM Chs. 6,8,9,12,13 EZ Reference Flip Chart
Schedule
coordination
Daily
Ensure work is scheduled and crews are utilized efficiently
Efficient and balanced job scheduling
Payroll Labor Hours Summary ManagER Schedule Productivity/Labor Hours
OPM Ch. 5
Manage Work- in -
Progress (WIP) Board
Daily
Ensure staff is updated on daily schedules and job status
Crews are informed of current job status
Updated WIP Board
OPM Ch. 5
Job File Management
Complete FNOL Documentation
Daily Verify all customers, Center of Influence (COI), source, and loss data are entered into SERVPRO Office Automation (SOA)
Accurate and complete customer, COI, job site, and source of loss SOA databases and job files
FNOL Completion Rate 1-Hour Call-Back Time Standard Speed-to-Contact Report
ManagER On-Line Training
TrainER “Intro to ScanER XL”
TrainER “Office Job Process”
OPM Ch.10
1
ROLES AND RESPONSIBILITIES - ADMINISTRATIVE ASSISTANT
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/ MEASUREMENT SUPPORT
Job File Management (cont.)
Prepare job paperwork for Crew/Estimator
Daily Verify all appropriate forms are sent to loss site
Appropriate documents taken to job site
Job File Document Checklist
TrainER “Intro to ScanER XL” OPM Ch.9
Enter estimates Daily Convert
Estimator’s scope into electronic estimate
Accurate estimates ready for upload
Consistent Estimator approval accuracy
TrainER “Intro to ScanER XL” TrainER “Fire Job Process” TrainER “Water Job Process”
Job File
Documentation Management
Daily Ensure Job Files are accurate and contain all required and pre-existing documentation
Accurate and complete job file documents Job data is captured and electronically transferred to COI
Job File Document Checklist
TrainER “Intro to ScanER XL” Bulletins 3110-F, 3145-D National Accounts Guidelines NAPA Status Reporting System
2
ROLES AND RESPONSIBILITIES - ADMINISTRATIVE ASSISTANT
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/ MEASUREMENT SUPPORT
Job File Management (cont.)
Job File Communications
Daily Daily progress of jobs and pertinent job data is captured as it happens Communicate with COI regarding satisfaction of referred clients
Accurate reporting for job files and (if necessary) COIs Reduced collection issues Reservices are scheduled and completed
Job File Audits Customer Call-Back Notation on Job File Complaint Log COS to COI COS Summaries
OPM Ch.10 Bulletins 3110-F, 3145-D National Accounts Guidelines NAPA Status Reporting System
Confirm
Subcontractor Activity
On-going Ensure timely flow of scheduling, job updates, and payment to/from subcontractors
Smoother workflow and better relationships with subcontractors
Subcontractor Control Form Subcontractor Services section of Job File folder
OPM Ch.10
Complete Job File
Documentation On-going Ensure correct
invoices, complete job file documentation, and customers receive all paperwork
Customers/COIs kept up-to-date No mistakes on invoices Jobs are billed and filed correctly More accurate job status information in ManagER
Invoice Report # of Jobs-in-Progress vs. Invoices
OPM Ch.10, Bulletins 3110-F, 3145-D National Accounts Guidelines NAPA Status Reporting System
3
ROLES AND RESPONSIBILITIES - ADMINISTRATIVE ASSISTANT
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/ MEASUREMENT SUPPORT
Compliance Documentation
Maintain National Accounts Program Agreement (NAPA) Green Status
Daily Ensure all required file uploads and job file audits are compliant and communicate other NAPA compliance issues to Owner
NAPA Green light status
NAPA Status Reporting System Business Review Visitation Report Annual NAPA Compliance Review
Bulletins 3110-F, 3145-D National Accounts Guidelines
Maintain compliant
Third-Party Program status
Daily Ensure job file requirements of Third-Party program(s) are compliant and any issues are communicated to Owner
No lost referrals due to non-compliant status
Available Third-Party Program reports Business Review Visitation Report Annual Associate Review (AAR)
Select Accounts Requirements for Third-Party Systems Third-Party Program Guidelines
Maintain Franchise-
specific compliance documentation
Daily Ensure required forms and documentation are on file, current, and readily available for review
Compliance with all Franchise guidelines
Business Review Visitation Report NAPA Status Reporting System Annual NAPA Compliance Review AAR
Franchise Disclosure Document (FDD) Bulletins Advertising Resource Guide (ARG)
4
ROLES AND RESPONSIBILITIES - ADMINISTRATIVE ASSISTANT
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/ MEASUREMENT SUPPORT
Compliance Documentation (cont.)
Fixed asset tracking AC
As needed Track and manage asset inventory
Accurate asset identification and inventory records
Franchise Asset Report
OPM Ch. 11 Equipment Inventory List for Renewals
Update Business
Resume OM
As needed (minimum of annually)
Ensure information is current and accurately reflects Franchise capabilities
Business Resume which accurately reflects Franchise capabilities
“Last Updated” field on Business Resume
ServproNET Business Resume
Financial Administration
Bill customer for services
AC
Daily Customers receive timely invoices for services performed
Timely invoicing of customers
Completed Work Orders marked “Billed”
OPM Ch. 15
EMM Ch.5
Process customer
payments and prepare deposits
AC
Daily Payments applied to accounts correctly and timely with accurate paperwork for each deposit
Improved cash flow Payments received equal deposit amount
A/R Aging Report Invoice Report Deposit Report
OPM Ch. 15
EMM Ch.5
ManagER Manual
5
ROLES AND RESPONSIBILITIES - ADMINISTRATIVE ASSISTANT
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/ MEASUREMENT SUPPORT
Financial Administration (cont.)
Manage Accounts Receivable
OM
On-going Improve cash flow
Accounts Receivable are kept current Prompt commission payments
A/R Aging Report Average Collection Period calculation FFA analysis
OPM Chs. 14,15 EMM Ch.5 ManagER Manual
Perform daily
bookkeeping activities and distribute financial reports
AC
On-going Accurate tracking and reporting of business income and expenses
Sound financial data
Accurate financial records
OPM Chs. 14,16 EMM Chs 7,8
Prepare Sales Tax
Report AC
Monthly Ensure accurate reporting of sales taxes collected
Compliance with applicable state laws
Sales Tax Report OPM Ch.18
Manage Petty Cash
OM Daily Maintain cash on-
hand for small necessities
Cash on hand for requests
Petty Cash Report Deposit Report
OPM Chs. 14,16,18 EMM Ch.5
Manage Accounts Payable
OM
On-going Review all payables Create checks for approved payables
Accounts Payable are kept current All referral and subcontract fees entered and paid
A/P Report OPM Ch. 14 EMM Ch.5
6
ROLES AND RESPONSIBILITIES - ADMINISTRATIVE ASSISTANT
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/ MEASUREMENT SUPPORT
Financial Administration (cont.)
Perform payroll administration and reporting and submit for approval
OM
On-going Properly compensate employees for services rendered
Payroll process completed smoothly
Paychecks are delivered on time Check Error Log
OPM Ch.17 Personnel Manual Ch.7
Complete royalty
reports for Owner review
AC
Monthly Comply with Corporate requirements
Royalties calculated correctly and filed timely
Royalty Report OPM Chs. 14,16,17,18
Office Administration
Maintain file system Daily
Keep appropriate paperwork easily accessible
Organized file system
Filing completed according to File Plan Outline
OPM Ch. 4
Maintain company
calendar / schedule OM
Daily Ensure meetings are calendared and travel booked
Compliant meeting attendance
Outlook Calendar Review
OPM Ch.18
Manage outgoing
and incoming mail, e-mail, and faxes
Daily
Ensure all correspondence handled timely and accurately
Correspondence received by customers, COIs, and Franchise team members
Mail Error Log OPM Ch. 4
Review and route
Bulletins On-going Ensure Bulletin
contents are communicated and tracked
Compliance with all appropriate Bulletins
Bulletin Routing Log
OPM Ch.18
7
ROLES AND RESPONSIBILITIES - ADMINISTRATIVE ASSISTANT
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/ MEASUREMENT SUPPORT
Office Administration (cont.)
Maintain proper on-hand inventory of office and general supplies
OM
Weekly Ensure needed supplies are on-hand
No unproductive employees due to lack of necessary supplies
Office Inventory Report
OPM Ch. 2
HR Administration
Maintain employee documentation
OM
As needed Comply with Federal and State laws, , Safety, and Franchise policies
Complete employee files Employees sign appropriate HR and payroll documents
All HR documents are signed and filed Employee file audits Turnover Report
Personnel Manual Chs. 1-5,9-12
Technology Coordinate computer
and software upgrades and installation
OM
As needed Computers and software function with appropriate software
Staff has appropriate functional hardware and software
All software programs have latest updates
SOA Web Portal SOA Software Updates EC Toolkit
Perform computer
back-ups and tests of back-ups.
Testing shifts to OM
Daily
Secure data for recovery of files
Useable and complete backups for data loss recovery
File backup audits
OPM Chs. 3,14,18
8
ROLES AND RESPONSIBILITIES - ADMINISTRATIVE ASSISTANT
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/ MEASUREMENT SUPPORT
Marketing Support
Coordinate Franchise website maintenance
OM
As needed Ensure website information is current and aids marketing effort
An informative website which helps drive new business and inform COIs
Website is functional, current, and content error-free
OPM Ch. 18 SOA Web Portal
Perform Public
Relations activities OM
Bi-weekly Support Franchise goals via community involvement
Positive community perception of Franchise
PR Checklist EMM Chs. 1,3
Provide C.E. seminar
support OM
Bi-weekly Ensure supplies and other needed items are prepared
Mutually-beneficial relationships with COIs
CE Support Checklist
EMM Ch. 1 CE Chs. 3,7,9,10
Organize and send
Theme Marketing and other mailings
Monthly Marketing of Franchise
All marketing mailings sent on-time
Marketing Mail-out Log
OPM Ch.18
Perform 6-month
recalls
On-going Follow-up on completed jobs. Seek add-on sales
Obtain more referral and repeat business
Marketing Commission Report Customer Call-Back Log
OPM Ch. 6
9
ROLES AND RESPONSIBILITIES - PRODUCTION CREW CHIEF
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY
MEASUREMENT RESOURCE/ SUPPORT
Production Crew and Job Management
Perform production processes per Work Order
Daily Perform all services specified on work order
Customers receive quality service in a timely manner
Completed Work Orders
Production Manuals TrainER e-Learnings
Comply with safety
practices Daily Avoid injury and
comply with safety regulations
Injuries are avoided and safety regulations are followed
# of Workers’ Comp claims Illness and Injury Prevention Report Accident Report
Safety Manual Respirator Protection Program MSDSs Personnel Manual
Supervise
Production Technicians
Daily Tasks and service quality are monitored
Efficient, quality job performance
Certificates of Satisfaction Completed Work Orders
Production Training System Manual Your Local Training Executive Management Manual Chs. 1, 2
09/09 Grayed out Key Measurements not yet available. 1
ROLES AND RESPONSIBILITIES - PRODUCTION CREW CHIEF
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/ MEASUREMENT SUPPORT
Job-site management
Daily Coordinate production tasks on-site
Timely and efficient production
Contact/Job Diary Production Training System Manual
Coach and train Production Technicians
On-going Ensure technicians are properly trained
Technicians have necessary job skills
Training Checklists Certifications Certificates of Satisfaction
Production Training System Manual TrainER e-Learnings Your Local Training
ECTP Manuals
Job file
documentation Daily Ensure job quality
and complete documentation
Timely billing and collecting
A/R report Average job completion to billing period
Production Training System Manual Office Procedures Manual Ch. 10 Bulletins: #3110F and #3106D
09/09 Grayed out Key Measurements not yet available. 2
ROLES AND RESPONSIBILITIES - PRODUCTION CREW CHIEF
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/ MEASUREMENT SUPPORT
Customer Service
Monitor, communicate, and respond to customer needs
Daily Maintain communication, address customer needs, and resolve concerns
Satisfied customers Concerns are resolved
Certificates of Satisfaction Contact/Job Diary Complaint resolution log
TrainER e-Learnings
Production Training System Manual
Job Site Appearance
Leave job site with a clean, orderly appearance
Daily Shows respect for customer’s home and property
Satisfied customers
Complaint Resolution Log Certificates of Satisfaction
N/A
Communication Communicate
expectations to Technicians
On-going Ensure professional conduct in a manner that is supportive of the growth and development of the technician
Professional conduct on job sites
Contact/Job Diary Production Training System Manual
Communicate with
Production Manager/Estimator
Daily Keep Production Manager informed of job progress and issues
Jobs are completed on time and all issues are resolved quickly
Contact/Job Diary N/A
09/09 Grayed out Key Measurements not yet available. 3
ROLES AND RESPONSIBILITIES - PRODUCTION CREW CHIEF
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/ MEASUREMENT SUPPORT
Communicate with Office Staff
Daily Keep office informed of job progress and issues
All information on a job is kept up to date
Contact/Job Diary N/A
Maintenance and Equipment Repair
Perform preventive maintenance on vehicles and equipment and report on all nonoperational equipment
On-going Maintain vehicles and equipment in excellent operational condition
Equipment and vehicles are operational for jobs Equipment and vehicles maintain professional appearance and lasts longer
Equipment and Vehicle Maintenance Checklist
Equipment Training and Reference Guide Equipment Operating Manuals Convention Product Updates
Expense Control, Asset Management, and Accountability
Expense Control On-going Control production expenses
Production costs are maintained at established rate
Production labor rate WIP Production
Executive Management Manual Chs. 7, 8
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ROLES AND RESPONSIBILITIES - PRODUCTION CREW CHIEF
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/ MEASUREMENT SUPPORT Expense Variance Report Job Compliance Worksheet
Asset Management On-going Protect and utilize equipment and materials
Franchise property is utilized efficiently and effectively
Return on Asset Equipment Training and Reference Guide Equipment Operating Manuals Convention Product Updates
09/09 Grayed out Key Measurements not yet available. 5
ROLES AND RESPONSIBILITIES - GENERAL MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY
MEASUREMENT RESOURCE/ SUPPORT
Performance Management Accountability
Complete Annual Initiatives
Monthly, Quarterly, Annually
Achieve Priority Improvements that support company initiatives
Complete initiatives Quarterly initiative progress report GM Management Dashboard
Executive Management Manual
Monitor Key
Measurements Daily Clearly
communicate objectives and accountability to monitor progress (e.g. Reports & Tracking)
Maximize results Praise performance Adjust performance
Franchise Key Measurement Reports GM Management Dashboard
N/A
Divisional Plan
Management Monthly, Quarterly
Achieve division objectives
Prioritized completion of goals: Office Production Marketing
Divisional Plan Annual Initiatives Quarterly Goal Reports Monthly Key Measurements Mtg. GM Management Dashboard
N/A
08/08 1
ROLES AND RESPONSIBILITIES - GENERAL MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/
MEASUREMENT SUPPORT Recurring Tasks On-going Ensure
repetitive divisional tasks get accomplished
Effective and timely of recurring task and performance items.
Divisional Recurring Task Lists by position
N/A
Price list analysis
management. Quarterly Ensure and
validate profit margin.
Maintain and improve profitability.
Updated Price List Profit and Loss Statement
N/A
Develop annual
company budget; monthly revenue expense accountability.
Monthly Achieve budget by exceeding revenue targets and meeting expense targets
Each division achieves projected profitability to the company
Annual Budget Monthly Financial Analysis GM Dashboard/FMS Dashboard
Executive Management Manual
Quality Team Development
Implement Stages Divisional Organization
On-going Achieve “A” quality personnel in all positions.
Fulfillment of the Stages Organization
Franchise Organizational Chart
Personnel Manual
08/08 2
ROLES AND RESPONSIBILITIES - GENERAL MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/
MEASUREMENT SUPPORT Recruiting & Hiring As needed Identify and hire
“A” quality employees
“A” quality employees
Franchise Organizational Chart Skill Assessment Report
Personnel Manual
Training &
Development Ongoing Motivate staff to
develop & grow as professionals
Professional growth of team Improve performance in roles and responsibilities
Skill assessment score trend Personal Improvement Plans Annually
Personnel Manual
Roles and Responsibilities
Leadership &
Teambuilding Ongoing Develop a team
of quality people who focus on Excellent Service, Fairness, and Mutual Respect
Quality Employee Retention, clarity of purpose, & achievement of results
Achieve Long-term Goals and Initiatives
Executive Management Manual
HR and
Compliance Documentation
Ongoing & Annual Audit
Ensure HR and compliance documentation is accurate & up-to-date
Completed HR & Compliance Documents
HR Updated Checklist
Personnel Manual
08/08 3
ROLES AND RESPONSIBILITIES - GENERAL MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/
MEASUREMENT SUPPORT Communication Management
Manager’s Meeting Weekly, Monthly, Quarterly
Ensure effective intra company communications with division.
Prioritized completion of goals: Office Production Marketing Effectively and timely execution of recurring tasks.
Meeting Minutes N/A
Communicate with
the Owner On-going Share with
Owner priorities, challenges and opportunities.
Owner is informed about all franchise business Owner participates in business planning
Report Execution & Plan Adjustments Quarterly
N/A
Customer Service
and Conflict Resolution
On-going Coordinate positive communication and problem resolution.
Improve COI retention and brand reputation.
Certificates of Satisfactions Trend Customer Retention Report
Customer Service eLearning Crew Training Course Your Local Training Q1,05 – Customer Service
08/08 4
ROLES AND RESPONSIBILITIES - MARKETING MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY
MEASUREMENT RESOURCE/ SUPPORT
Achieve revenue, collections and activity goals
Meet or exceed assigned revenue and collection goals
Daily/Weekly Facilitate volume growth of the franchise
Increase total volume Increase market share
Management Dashboard
SMSP Self-Study Program Sales Handbook and Review Questions ManagER®
e-Learnings Manage master
contact list On-going To ensure all
potential COIs are identified
All contacts routed and sales territories defined.
ManagER® Contact List Contact summary report by sales territory
ManagER®
e-Learnings
Meet or exceed
assigned activity goals.
Daily/Weekly Ensure proper selling activities are being completed
Execute contacts, closing appointments, contact list and event objectives
Management Dashboard
SMSP Self-Study Program Sales Handbook and Review Questions ManagER® e-Learnings
08/08 Grayed out Key Measurements not yet available. 1
ROLES AND RESPONSIBILITIES - MARKETING MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/ MEASUREMENT SUPPORT
Manage Sales and Marketing Staff
Recruit and hire Sales and Marketing staff
As-needed Build a sales and marketing staff
Achieve a Rep in every sales territory
Staffing Report SMSP Self-Study Program (Step 6) Job Description Skill Assessment Personnel Manual
Train and develop
Sales and Marketing staff
On-going Ensure fundamental knowledge of sales, production, and office procedures
Competent and professional Sales and Marketing staff
Revenue report by Rep HR Development Report
SMSP Self-Study Program (Step 7) Sales Handbook and Review Questions ManagER®
e-Learnings Job Description Skill Assessment Pers. Manual
08/08 Grayed out Key Measurements not yet available. 2
ROLES AND RESPONSIBILITIES - MARKETING MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/ MEASUREMENT SUPPORT
Monitor and coach sales activities
On-going Objective-to-objective route selling to achieve closing appointments
Obtain new clients
Revenue by SMR report
SMSP Self-Study Program (Step 7) Sales Handbook and Review Questions ManagER®
e-Learnings Your Local Sales Training
Monitor and coach
marketing activities On-going Ensure
marketing activities are being accomplished
Diversification of client base
Revenue by SMR report Source of sales report
SMSP Self-Study Program (Step 7) Sales Handbook and Review Questions ManagER® e-Learnings Your Local Sales Training
08/08 Grayed out Key Measurements not yet available. 3
ROLES AND RESPONSIBILITIES - MARKETING MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/ MEASUREMENT SUPPORT
Supervise marketing administrative tasks
On-going Ensure all customer data is updated and all administrative support tasks are completed
ManagER®
customer contact data is current Marketing tasks are completed in a timely and accurate manner
Recurring Task List Report
SMSP Self-Study Program Sales Handbook and Review Questions ManagER®
e-Learnings Evaluate Sales and
Marketing staff performance
On-going Provide performance feedback
Improve performance results
Skills Assessment Annual Performance Review
SMSP Self-Study Program Sales Handbook and Review Questions ManagER®
e-Learnings Goal Documentation Worksheet
08/08 Grayed out Key Measurements not yet available. 4
ROLES AND RESPONSIBILITIES - MARKETING MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/ MEASUREMENT SUPPORT
Manage the Marketing Plan
Complete annual marketing needs assessment
Annual Identify annual marketing objectives
Structured improvement plan to execute
Improvement List SMSP Self-Study Program Sales Handbook and Review Questions ManagER®
e-Learnings Goal Documentation Worksheet
Identify revenue,
collection and activity goals
Annual Identify annual objectives
Established goals for revenue collections and activities
Revenue collection and activity goals input
SMSP Self-Study Program Sales Handbook and Review Questions ManagER®
e-Learnings
08/08 Grayed out Key Measurements not yet available. 5
ROLES AND RESPONSIBILITIES - MARKETING MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/ MEASUREMENT SUPPORT
Develop initiatives and budget
Annual Proper resource allocation
Annual initiative list and budget
Plan documented Initiative goal and key measurement report
SMSP Self-Study Program Sales Handbook and Review Questions ManagER® e-Learnings
Assign activities to
staff Annual Execute the
initiatives Completed initiative within budget
Quarterly goal completion
SMSP Self-Study Program Sales Handbook and Review Questions ManagER®
e-Learnings
08/08 Grayed out Key Measurements not yet available. 6
ROLES AND RESPONSIBILITIES - MARKETING MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/ MEASUREMENT SUPPORT
Participate in Resolution of Escalating Customer Concerns
Monitor customer feedback and resolve customer complaints
On-going Ensure customers are satisfied
Increase customer satisfaction Increase referrals
Letters of resolution
SMSP Self-Study Program Sales Handbook and Review Questions ManagER®
e-Learnings
08/08 Grayed out Key Measurements not yet available. 7
ROLES AND RESPONSIBILITIES - MARKETING REPRESENTATIVE
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY
MEASUREMENT RESOURCE/ SUPPORT
Generate Revenue
Meet or exceed assigned sales quotas
Weekly/Monthly/Annual
Achieve sales territory goals
Increase sales territory revenue
Revenue by SMR Source of Sales Report Commission Report
SMSP Self-Study Program Sales Handbook and Review Questions ManagER®
e-Learning Lessons
Sales and Marketing Activity
Objective-to-objective daily marketing contacts
On-going Build customer relationships and rapport
Educate the customer of the reasons SERVPRO is the best cleaning and restoration company
Sales and Weekly Activity Report Daily Contact Summary Report Weekly Contact Summary Report
SMSP Self-Study Program Sales Handbook and Review Questions ManagER®
e-Learning Lessons CE Manual
08/08 Grayed out Key Measurements not yet available. 1
ROLES AND RESPONSIBILITIES - MARKETING REPRESENTATIVE
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/ MEASUREMENT SUPPORT
Set up Closing Appointments
Weekly Provide Owners/Marketing Managers with one-on-one meetings with the contact
Owner/ Marketing Manager helps contact to send referrals
Closing Appointment Contact Record Sales and Weekly Activity Report
SMSP Self-Study Program Sales Handbook and Review Questions ManagER®
e-Learning Lessons CE Manual
Participate in
professional associations, provide Lunch-and-Learns, and promote Continuing Education Courses.
On-going Market mitigation benefits through educational programs
Increase referrals by establishing professional credibility
Sales and Weekly Activity Report
Sales Handbook Newslines Your Local Training Press Releases Sub region Advertising Events Lunch-and Learn PPT’s CE Manual
08/08 Grayed out Key Measurements not yet available. 2
ROLES AND RESPONSIBILITIES - MARKETING REPRESENTATIVE
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/ MEASUREMENT SUPPORT
Maintain assigned contact lists (additions/deletions)
Daily Ensure accuracy of contact list
Maximize Center of Influence marketing opportunities
Contact list report Addition/Deletion Report with security levels
ManagER®
e-Learning Lessons ManagER® online videos ManagER® WBT
Customer Service
Assist Center of Influence with issue resolution
On-going Create customer satisfaction
Satisfy Center of Influence concerns
Certificates of Satisfaction
Production Training System Manual TrainER e-Learning Lessons
Professional Development
Develop sales skills On-going Improve professional sales ability
Increased sales revenue and closing appointments
Revenue by SMR Business Resume HR Development Report
SMSP Self-Study Program Sales Handbook and Review Questions ManagER® e-Learning Lessons Your Local Sales Training
08/08 Grayed out Key Measurements not yet available. 3
ROLES AND RESPONSIBILITIES - MARKETING REPRESENTATIVE
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/ MEASUREMENT SUPPORT
Understand production and estimating
On-going Development of product knowledge and credibility with Centers of Influence
Ability to effectively educate Centers of Influence of SERVPRO benefits
Training Checklists Certifications
Estimating Manual Production Manual Office Manual TrainER e-Learning Lessons Your Local Training CE Manual
Understand SERVPRO Enterprise resources and industry knowledge
On-going To understand the competitive advantages of using SERVPRO
Anticipate customer needs and market changes
Business Resume
SMSP Self-Study Program Sales Handbook and Review Questions ManagER® e-Learning Lessons Production Manuals Your Local Sales Training
08/08 Grayed out Key Measurements not yet available. 4
ROLES AND RESPONSIBILITIES - OFFICE MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY
MEASUREMENT RESOURCE/ SUPPORT
Job File Management
Verify complete and compliant job file documentation: All required forms in job file and signed
Daily Verify that files contain all required forms completed correctly
Accurate, complete, and compliant job files
NAPA compliance Insurance Company / Third-Party Administrator Guidelines Compliance
Bulletins 3110 -F, 3145-D National Accounts Guidelines OPM Ch.10
Verify Job
Communication
Daily Ensure documentation is relayed to Centers of Influence (COI) Verify customer satisfaction was traced beyond Certificate of Satisfaction (COS)
COIs receive confirmation of customer’s satisfaction Accurate tracking of customer satisfaction and job performance
NAPA compliance Insurance Company/ Third-Party Administrator Guidelines Compliance
OPM Chs.6,18
Manage Compliance Documentation
Manage National Accounts Program Agreement (NAPA) status monitoring
Daily Ensure all required file uploads and job file audits are compliant and communicate other NAPA compliance issues to Owner
NAPA Green light status
NAPA Status Reporting System Business Review Visitation Report Annual NAPA Compliance Review
Bulletins 3110-F, 3145-D National Accounts Guidelines
1
ROLES AND RESPONSIBILITIES - OFFICE MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/ MEASUREMENT SUPPORT
Manage Compliance Documentation (cont.)
Manage Third-Party Program Status
Daily Ensure job file requirements of Third-Party program(s) are compliant and any issues are communicated to Owner
No lost work due to status
Available Third-Party Program reports Business Review Visitation Report Annual Associate Review (AAR)
Select Account Requirements for Third-Party Systems Third-Party Program Guidelines
Manage
maintenance of Franchise-specific compliance documentation
Daily Ensure required forms and documentation are on file, current, and readily available for review
Compliance with all Franchise guidelines
Business Review Visitation Report NAPA Status Reporting System Annual NAPA Compliance Review AAR
Franchise Disclosure Document (FDD) Bulletins Advertising Resource Guide (ARG)
Update Business
Resume AA
As needed (Minimum of annually)
Ensure information is current and accurately reflects Franchise capabilities
Business Resume which accurately reflects Franchise capabilities
“Last Updated” field on Business Resume
ServproNET Business Resume
2
ROLES AND RESPONSIBILITIES - OFFICE MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY MEASUREMENT
RESOURCE/ SUPPORT
Manage Customer Satisfaction
Monitor customer feedback and resolve customer concerns
On-going Ensure customers are satisfied and build brand loyalty
Increased customer satisfaction and referrals
Certificates of Satisfaction Complaint report
OPM Chs 6,7,10,18
Office Administration Planning
Develop and execute annual Office Administration plan
Annually Plan improvements and expand automation of office tasks
Efficient and effective office administration and support
Plan documented Initiative Goal and Key Measurement report
OPM Chs. 1-3
Office Staff Management
Ensure required tasks are completed for weekly staff meetings
Weekly Ensure required tasks are completed for weekly staff meetings
All supplies and paperwork is prepared in advance of weekly staff meeting
Weekly Meeting Checklist
OPM Ch.1
Recruit and hire
office staff As needed Perform
administrative and accounting tasks
Build and develop an effective office staff
Turnover rate Personnel evaluations
OPM Ch1 Personnel Manual Chs, 1-4, 10
Office Admin- Computer Skills Evaluation
3
ROLES AND RESPONSIBILITIES - OFFICE MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY MEASUREMENT
RESOURCE/ SUPPORT
Office Staff Management (cont.)
Train and monitor staff on telephone skills and written communications
As needed Office staff communicates professionally
Increased customer/COI satisfaction with communication
Phone call log Complaint Report
OPM Chs. 6,7
Train office staff on
job file management and software
On-going Customer, program, and COI service levels are met
Effective office staff that is able to meet service level agreements
Training Checklists NAPA Compliance
Manuals Training Videos TrainER e-Learnings Bulletins National Accounts Guidelines OPM Ch.13
Train and monitor
staff on administrative and accounting reports
As needed Office staff is capable of producing and distributing accurate reports
Reports are timely and accurate
Recurring task list OPM Chs.13, 14, 18 EMM Ch.5
4
ROLES AND RESPONSIBILITIES - OFFICE MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY MEASUREMENT
RESOURCE/ SUPPORT
Office Staff Management (cont.)
Oversee administrative and accounting activities according to the recurring task list
On-going Accounting and admin tasks are performed timely and accurately
Office activities are coordinated and support Franchise operations
Recurring task list OPM Chs. 16,24
Ensure all office staff
weekly reports turned in on-time to evaluate weekly performance
Weekly Provide tracking of weekly tasks and goals and timely performance feedback
Measurable tracking of weekly performance and improved performance
Weekly Report Office Staff Weekly Report Review
OPM Ch.1 OPM Chs. 1,18
Personnel Manual Chs. 5,7,8, 10
Perform Performance
Reviews Semi-annually / Annually
Provide performance feedback
Improve performance results
Office Staff Annual Performance Appraisals
OPM Chs. 1,18
Personnel Manual Chs. 5,7,8, 10
Maintain company
Calendar / Schedule AA
Daily Ensure all meetings are calendared and travel plans made
Compliant meeting attendance
Outlook Calendar Review
OPM Ch. 18
Audit phone log to
see if all messages received follow-up
Daily Ensure COIs and customers receive timely responses
Well-informed COIs and customers
Phone Call Log
OPM Ch. 6
5
ROLES AND RESPONSIBILITIES - OFFICE MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY MEASUREMENT
RESOURCE/ SUPPORT
Office Staff Management (cont.)
Maintain log of all calls during month
Daily Track phone usage and communication efficiency
More efficient communication
Phone Call Log
OPM Ch. 6
Financial Administration Management
Manage Invoicing
Daily Customers receive timely invoices for services
Timely invoicing of customers
Completed Work Orders marked “Billed”
OPM Ch. 15
EMM Ch.5
Oversee Accounts
Receivable Collection
On-going Improve cash flow
Accounts Receivable (A/R) are kept current
A/R Aging Report Average Collection Period calculation FFA analysis
OPM Chs. 14,15 EMM Ch.5
Manage Accounts
Receivable AA AC
On-going Improve cash flow
Accounts Receivable are kept current
A/R Aging Report Average Collection Period calculation FFA analysis
OPM Chs. 14,15 EMM Ch.5
Reconcile Invoice
Log, Cash Receipts records and Royalty Reports
Monthly Ensure Royalties are calculated and paid timely
Royalties paid timely and accurately
Royalty Report Invoice Log Deposit Report
OPM Ch.
6
ROLES AND RESPONSIBILITIES - OFFICE MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY MEASUREMENT
RESOURCE/ SUPPORT
Audit vendor invoices and approve for payment AA
Weekly Invoices are reviewed and paid on-time Ensure invoices are accurate
Pay accurate amount for goods and services Maximize discounts and minimize late fees
A/P Report OPM Ch14 EMM Ch 5
Financial Administration Management (cont.)
Manage Accounts Payable (A/P) AA AC
On-going Review all payables Create checks for approved payables
Accounts Payable are kept current All referral and subcontract fees logged and paid
A/P Report OPM Ch. 14 EMM Ch.5
Manage, audit
deposit paperwork, and perform bank deposits
Daily Ensure accuracy of deposits
Deposits match up with accounts receivable.
Invoice Report Deposit Report
OPM Chs. 14,16,18 EMM Ch.5
Manage Petty Cash
AA AC Daily Maintain cash
on-hand for small necessities
Proper documentation and accounting for cash purchases
Petty Cash Report Deposit Report
OPM Chs. 14,16,18 EMM Ch.5
Manage payroll tasks Weekly Ensure
Franchise has accurate and timely documents
Wages and commissions are paid accurately and timely
Paychecks delivered on-time Check Error Log
OPM Ch.17
Personnel Manual Ch.7
7
ROLES AND RESPONSIBILITIES - OFFICE MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY MEASUREMENT
RESOURCE/ SUPPORT
Perform payroll administration and reporting and submit for approval AA AC
On-going Manage payroll process
Payroll process completed smoothly
Paychecks are delivered on-time Check Error Log
OPM Ch.17 Personnel Manual Ch.7
Financial Administration Management (cont.)
Develop and manage office administration budget
On-going Control expenses
Operate within approved budget
Budget documented Budget vs. Actual Report
OPM Chs 1,2, 11
HR Administration Management
Administer employee benefits information AA
As needed Employee benefits are communicated and documented appropriately
Benefits are administered accurately
Timely benefit administration Benefit Changes Log
Personnel Manual Ch.2
Maintain employee
documentation OM
As needed Comply with Federal and State Labor Laws, Safety, and Franchise policies
Complete employee files Employees sign appropriate payroll and HR documents
All HR documents are signed and filed Employee file audits Training Checklist
Personnel Manual Chs. 1-5, 9-12
8
ROLES AND RESPONSIBILITIES - OFFICE MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY MEASUREMENT
RESOURCE/ SUPPORT
Perform New Employee Orientation AA
As needed Review Human Resource (HR) basics, Safety, and Franchise policies
Complete employee files
All HR documents signed and filed Employee file audits
Personnel Manual Chs. 1-5, 9-12
Technology Coordinate computer
and software upgrades and installation AA
As needed Computers and software function with appropriate software
Staff has appropriate functional hardware and software
All software programs have latest updates
SOA Web Portal SOA Software Updates EC Toolkit
Technology (cont.)
Perform tests of computer back-ups AA
Weekly
Secure data for recovery of files
Useable and complete backups for data loss recovery
File backup audits OPM 3,14,18
Coordinate Franchise
website maintenance AA
As needed Ensure website information is current and aids marketing effort
An informative website which helps drive new business and inform COIs
Website is functional, current, and content error-free
OPM Ch. 18 SOA Web Portal
Inventory Manage records for
all Franchise fixed assets AA
As needed Track and manage fixed asset inventory
Accurate fixed asset identification and inventory records
Franchise Fixed Asset Report
OPM Ch.11 Equipment Inventory List for Renewals
9
ROLES AND RESPONSIBILITIES - OFFICE MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY MEASUREMENT
RESOURCE/ SUPPORT
Conduct inventory of Franchise fixed assets and reconcile to fixed asset recordsAA
Annually Ensure physical assets agree with accounting records
All assets properly accounted for
Franchise Fixed Asset Report
OPM Ch. 11 Equipment Inventory List for Renewals
Maintain proper on-hand inventory of professional cleaning products, operating supplies, and office supplies AA
Monthly Ensure professional cleaning products, operating supplies, and office supplies are on-hand
No lost time due to inadequate products or supplies
Inventory Reports OPM Chs. 2, 11
Marketing Support
Perform Public Relations activities AA
Bi-weekly Support Franchise goals through community involvement
Positive community perception of Franchise
PR Checklist EMM Chs. 1,3
Provide C.E. seminar
support AA
Bi-weekly Ensure supplies and other needed items are prepared
Mutually-beneficial relationships with COIs
CE Support Checklist
EMM Ch. 1 CE Chs. 3,7,9,10
10
ROLES AND RESPONSIBILITIES – OPERATIONS MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY
MEASUREMENT RESOURCE/ SUPPORT
Manage Production Operations
Oversee job scheduling
Daily Assure effective job scheduling
Effective allocation of staff, vehicles and equipment
Job Costing Labor Cost
WIP Board EZ Production Guidelines Production Training System ECTP Executive Management Manual Chs. 1, 2, 8 Personnel Manual Chs. 4, 9 Office Procedures Manual Ch. 5
Approve job
estimates Daily Assure
accuracy of job estimates
Improved profit margin
Job Costing Labor Cost Job Monitor
Estimating Manual ManagER
9/09 1
ROLES AND RESPONSIBILITIES – OPERATIONS MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/
MEASUREMENT SUPPORT Oversee
completion of work orders
Daily Assure compliance with job standards
Achieve defined results in Production Division
Divisional Key Measurements Reports
WIP Board Office Procedures Manual Chs. 9, 10
Ensure customer
satisfaction Daily Maintain
quality production
Customer Satisfaction Timely payment
Client Satisfaction Ratings
Certificates of Satisfaction Customer Service e- learning
Approve job files Daily Assure
compliance with job standards
Achieve defined results in Production Division
Divisional Key Measurements Reports Job Costing Labor Cost
Office Procedures Manual Ch. 10
Manage Production Staff
Assist in recruiting production personnel
As needed Keep production fully staffed
Quality staff is maintained
Turnover rate A,B,C Grading
Personnel Manual Chs. 3, 8, 9 Personnel Manual Attachment 1, Job Descriptions, Roles & Responsibilities
9/09 2
ROLES AND RESPONSIBILITIES – OPERATIONS MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/
MEASUREMENT SUPPORT Train production
personnel including Safety and OSHA requirements
On-going Ensure fundamental ability to follow production procedures
Competent, professional production staff
Training Checklists Certifications Certificate of Satisfactions
Production Training System All Production Manuals Respiratory Protection Plan ECTP EZ Production Guidelines Personnel Manual Chs. 4, 7, 9 -12 Job Descriptions and Roles & Responsibilities Safety Manual OSHA 1910
9/09 3
ROLES AND RESPONSIBILITIES – OPERATIONS MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/
MEASUREMENT SUPPORT Manage production
personnel On-going Maintain
production personnel compliance with company policy
Production personnel compliance
Compliance with the Employee Handbook
Personnel Manual Chs. 7, 8 Executive Management Manual Chs. 1, 2, 3, 8 Office Procedures Manual Ch. 17
Manage Large Losses
Final sign-off on estimates and job files
Ongoing Assure compliance with job standards
Achieve defined results in Production Division
Divisional Key Measurements Reports
Executive Management Manual Ch. 3 Estimating Manual Office Procedures Ch. 10
Coordination of
resources As-needed Provide quick
response to loss site
Large losses are handled professionally and profitably
Jobs started on time WIP Board Office Procedures Manual Ch. 5 Executive Management Manual Ch. 3, 8
9/09 4
ROLES AND RESPONSIBILITIES – OPERATIONS MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/
MEASUREMENT SUPPORT Manage Work-in-
Progress of large loss jobs
On-going Coordinate performance of the crews and communicate with office staff
Crews work efficiently and good communication is maintained
Average job completion to billing period
WIP Board Office Procedures Manual Chs. 5, 10 EZ Production Guidelines Executive Management Manual Chs. 1-3,8 Personnel Manual Ch.8 Daily Meetings w/ Production Manager(s)
Client Satisfaction
Job documentation Daily Documentation of work
Accurate and complete job files
NAPA compliance Insurance Guidelines Compliance
Office Procedures Manual Ch. 10 Executive Management Manual Ch. 3 Production Training System
9/09 5
ROLES AND RESPONSIBILITIES – OPERATIONS MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/
MEASUREMENT SUPPORT ECTP Certificates of Satisfaction
Communication Manage
communication with production staff
On-going Ensure production staff communicates effectively
Production staff meet expectations
Problems resolved
Certificates of Satisfactions Contact/Job Diary WIP
WIP Board Executive Management Manual Ch.3 Office Procedures Manual Ch. 5
WIP meetings
Daily Monitor progress of jobs
Efficient production
WIP
WIP Board Executive Management Manual Chs. 2,3,8 Office Procedures Manual Ch. 5 Personnel Manual Ch. 8
9/09 6
ROLES AND RESPONSIBILITIES – OPERATIONS MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/
MEASUREMENT SUPPORT Communicate with
the Owner/General Manager
On-going Inform Owner/General Manager and receive feedback on business plans
Owner/General Manager is informed about all production
Owner/General Manager participates in production planning
Report Execution & Plan Adjustments Quarterly
As required and directed by owner or General Manager
Manage vehicle, equipment, and facilities maintenance
Review vehicle maintenance schedule and checklist
On-going Keep facility in working order
Vehicles are well-maintained and meets NAPA guidelines
Vehicle maintenance checklist
NAPA compliance
Equipment Training & Reference Guide Equipment Operations Manuals Convention Product Updates Safety Manual
Review equipment maintenance schedule and checklist
On-going Keep facility in working order
Equipment is well-maintained
Equipment maintenance checklist
Equipment Training & Reference Guide Equipment Operations Manuals Convention Product
9/09 7
ROLES AND RESPONSIBILITIES – OPERATIONS MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/
MEASUREMENT SUPPORT
Updates Safety Manual
Review facility maintenance schedule and checklist
On-going Keep facility in working order
Facility is well-maintained
Facility maintenance checklist
Equipment Training & Reference Guide Equipment Operations Manuals Convention Product Updates Safety Manual
Inventory Management
Maintain effective purchase/ requisition system for products and supplies
Daily Reduce waste Ensure products are on hand to complete jobs
Lower Operating costs
Percent of Professional Cleaning Products purchased to Revenues
The Clean Book Office Procedures Manual Ch. 11
All products and
supplies are inventoried
Monthly Supplies and products are available
Jobs performed timely
Inventory checklist Officer Procedures Manual Ch. 11 Executive Management Manual Ch. 8
9/09 8
ROLES AND RESPONSIBILITIES - PRODUCTION TECHNICIAN
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY MEASUREMENT
RESOURCE/ SUPPORT
Production Processes and Job Site support
Perform production processes following SERVPRO production guidelines per work order
Daily Work is performed correctly and efficiently and all services are performed
Customers receive quality service Increased customer satisfaction
Certificate of Satisfaction Average Job Completion time Average job completion to billing period
Production Training System manual TrainER e-Learnings Your Local Training ECTP Manuals
Follow all safety
practices Daily Avoid injury
and comply with safety regulations
Safe work environment Safety regulations are followed
# of Workers’ Comp claims Illness and Injury Prevention Report Accident Report
Safety Manual Respirator Protection Program MSDSs HR Manual
Develop production
expertise: services, cleaning products, and equipment
On-going To further develop the knowledge and skills of a technician
Improved performance for quality and customer service
Training Checklists Certifications Certificates of Satisfaction
Production Training System manual TrainER e-Learnings Your Local Training ECTP Manuals
08/08 Grayed out Key Measurements not yet available.
1
ROLES AND RESPONSIBILITIES - PRODUCTION TECHNICIAN
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/ MEASUREMENT SUPPORT
Customer Service
Notify Crew Chief of customer needs and concerns
Daily Address customer needs and resolve concerns
Satisfied customers
Certificates of Satisfaction
Production Training System manual TrainER e-Learnings
Maintenance and Equipment Repair
Maintain a clean and organized vehicle and equipment appearance
On-going Positive brand image
Clean, organized, and fully stocked vehicle
Equipment Checklist
Equipment Training and Reference Guide Equipment Operating Manuals Convention Product Updates
Clean and maintain
facilities On-going Maintain a
clean and organized work area
Facilities are organized effectively Facilities have a professional appearance
Facilities Maintenance Report
N/A
08/08 Grayed out Key Measurements not yet available.
2
ROLES AND REPSONSIBILITIES - PRODUCTION MANAGER/ESTIMATOR
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY
MEASUREMENT RESOURCE/ SUPPORT
Job Estimates
Develop clear and accurate job estimates
As needed Franchise services are accurately and fairly priced
Fair and accurate job pricing
Estimate Analysis Report
Estimating Manual
Scheduling Daily Ensure jobs are
completed timely Efficient production
Average job completion time
Office Procedures Manual Ch. 5
Project Management
Review job scope, job estimate, and job brief preparation with production staff
On-going Prepare crews with knowledge and equipment for a job
Crews are efficient in production
Production labor rate
Estimating Manual Production Manuals Executive Management Manual Ch. 4
Monitor sub-
contractors As needed Coordination and
monitoring of sub-contract work
Timely and quality sub-contract work
Subcontractor Control Form Certificates of Satisfaction Subcontractor Performance Report
Executive Management Manual Ch. 6 Home Study Manual Ch. 4
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ROLES AND REPSONSIBILITIES - PRODUCTION MANAGER/ESTIMATOR
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/ MEASUREMENT SUPPORT
Manage communication with customers
On-going Maintain communication with customers about the job to ensure that expectations are met
Customers’ needs are met and problems are resolved
Certificates of Satisfaction
Customer Bill of Rights Creating Positive Moments of Truth Crew Moments of Truth Production Training System Manual
Manage Work-in-
Progress On-going Coordinate
performance of the crews and communicate with office staff
Crews work efficiently and good communication is maintained
Average job completion to billing period
Executive Management Manual Chs. 1, 2 Production Manuals
Inspect services
and final walk through
Daily Ensure quality work
Customer satisfaction
Certificates of Satisfaction
Production Manuals
Ensure
compliance with safety practices
On-going Avoid injury and comply with safety regulations
Safe work environment and compliance with regulations
# of Workers’ Comp claims Illness and Injury Prevention Report Accident Report
Safety Manual Your Local Training (Safety) Respirator Protection Prgm. Personnel Manual
09-09 Grayed out Key Measurements not yet available. 2
ROLES AND REPSONSIBILITIES - PRODUCTION MANAGER/ESTIMATOR
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/ MEASUREMENT SUPPORT
Production As Needed Fill in for Crew Chief
Productivity is maintained
Production labor rate Job completion time maintained with WIP
Production Training System Manual TrainER e-Learnings Your Local Training ECTP Manuals
Job documentation Daily Documentation of
work Accurate and complete job files
NAPA compliance Insurance Guidelines Compliance
Office Procedures Manual Ch. 10 Bulletins: 3110F, 3106D,
Manage Production Staff
Recruit production personnel
As needed Keep production fully staffed
Quality staff is maintained
Turnover rate A,B,C Grading
N/A
Train production
personnel On-going Perform
production processes according to guidelines
Competent, professional production staff
Training Checklists Certifications Certificate of Satisfactions
N/A
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ROLES AND REPSONSIBILITIES - PRODUCTION MANAGER/ESTIMATOR
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/ MEASUREMENT SUPPORT
Manage production personnel
On-going Maintain production personnel compliance with company policy
Production personnel compliance
Compliance with the Employee Handbook
N/A
WIP meetings Daily Monitor progress
of jobs Efficient production
WIP WIP
Manage
communication with Centers of Influence
On-going Maintain communication with Centers of Influence about the services provided
Center of Influence needs are met and problems are resolved
Contact/Job Diary Marketing Manual
Financial and Asset Management
Job cost analysis On-going Measure job profitability including subcontracting
Measure profitability of each job
Job Cost Report Executive Management Manual Chs. 7, 8
Damage
reimbursement On-going Control damage
reimbursement expenses
Damage reimbursement costs are maintained at established rate
Damage Reimbursement expenses
N/A
Manage operating
supplies On-going Control operating
supplies expenses Operating supply costs are maintained at established rate
Operating Costs
Shelf life of Cleaning Products Chemical Cross Reference
09-09 Grayed out Key Measurements not yet available. 4
ROLES AND REPSONSIBILITIES - PRODUCTION MANAGER/ESTIMATOR
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/ MEASUREMENT SUPPORT
Expense Control On-going Control production
expenses Production costs are maintained at established rate
Production labor rate WIP Production Expense Variance Report Job Compliance Worksheet
Executive Management Manual Chs. 7, 8 N/A
Asset
Management On-going Protect and utilize
equipment and materials
Franchise property is utilized efficiently and effectively Franchise assets are not lost
Return on Asset by Production Manager
N/A
Manage vehicles,
equipment and facilities
On-going Keep vehicles, equipment and facility in working order
Vehicle, equipment and facility are well-maintained
Vehicle and equipment maintenance checklist
Equipment Training and Reference Guide Equipment Operating Manuals Convention Product Updates
09-09 Grayed out Key Measurements not yet available. 5