Roles and Responsibilities- ALL

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


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



RESOURCE/ SUPPORT


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


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


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



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



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



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



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




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


6




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


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



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



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



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



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




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




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



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


ROLES AND RESPONSIBILITIES - GENERAL MANAGER



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


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


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



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


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



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



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




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




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




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


e-Learnings Evaluate Sales and

Marketing staff performance

On-going Provide performance feedback

Improve performance results

Skills Assessment Annual Performance Review


e-Learnings Goal Documentation Worksheet




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


e-Learnings




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


e-Learnings




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


e-Learnings


ROLES AND RESPONSIBILITIES - MARKETING REPRESENTATIVE



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


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


e-Learning Lessons CE Manual




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


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




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




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


ROLES AND RESPONSIBILITIES - OFFICE MANAGER



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



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



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



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



RESOURCE/ SUPPORT


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



RESOURCE/ SUPPORT


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



OPM Ch. 15

EMM Ch.5

Oversee Accounts

Receivable Collection


Accounts Receivable (A/R) are kept current


OPM Chs. 14,15 EMM Ch.5

Manage Accounts

Receivable AA AC


Accounts Receivable are kept current


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



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


Manage, audit

deposit paperwork, and perform bank deposits

Daily Ensure accuracy of deposits

Deposits match up with accounts receivable.

Invoice Report Deposit Report


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


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



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


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



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



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



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



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


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



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



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


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



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



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



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


Equipment is well-maintained

Equipment maintenance checklist

Equipment Training & Reference Guide Equipment Operations Manuals Convention Product

9/09 7



MEASUREMENT SUPPORT

Updates Safety Manual

Review facility maintenance schedule and checklist


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


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


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


Customer Service

Notify Crew Chief of customer needs and concerns

Daily Address customer needs and resolve concerns

Satisfied customers


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


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



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

09-09 Grayed out Key Measurements not yet available. 1



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


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


Production Manuals

Ensure

compliance with safety practices

On-going Avoid injury and comply with safety regulations

Safe work environment and compliance with regulations


Safety Manual Your Local Training (Safety) Respirator Protection Prgm. Personnel Manual




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




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




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

