JP NAGAR ACTION TAKEN REPORT
1. Basic ops protocols compliance (RAR, SAR, HHR, Service protocol, Call protocol, Hospitality).
Audit Audit Methodology / Inputs
checklist
Service Call audits , OPS DBS daily
Protocol compliance , Corporate audit, daily
compliance check
RAR Appointment log ( Check in ,
Confirm ) , Hierarchy on-floor, Call
backs
SAR Sheet coding , Timings , SA checks ,
Video audit
HHR Sheet coding , Timings , SA checks ,
Video audit
Call protocol ACE Dashboard - Skin & Salon
retention calls / Implement all
conversions to bookings
Hospitality Video audits for previous day's /
Current day / Mystery shopper
2. Cross functional connect (MON - THU FAD)
3. Sales – (Client interaction, Consultation protocol, Calls dashboard)
Result % of Remarks Person Action Plan
compliance responsible
80% Daily check with all FD's on service protocol and proper RB, Bhagya, OM, CM are informed to close the gaps else , 2000/-
documentation in MMS compliance not followed. Rimple, Tejaswini, deduction from outlet target achievement incentives.
Edwin
90% Roster mapping done . Tejaswini , Lilly , CM to review on waitlist every day for previous day to
No bookings from Waitlist. RB , Edwin ensure service protocol.
Call backs on waitlist allocations & appointment confirmation call is Everyday 100% call backs & booking confirmations
not comprehensive. from waitlist by RAR person
Feedback for next appointment is not asked.
70% 21% Of client’s services are added after service ends. Improved from SAR daily 2 mentoring's by OM to monitor the
before. compliance of protocols. Second shift allocations to be
13% client check-in not done , no improvement. monitored by CM on daily basis.
Gown provided to the client was not disposable.
80% HK Checks not happening. Aesthetics need to be looked into. Bhagya , Edwin HHR daily 2 mentoring's by OM to monitor the
Stylist and therapist DR checks not done on regular basis. Organising compliance of protocols. Second shift allocations to be
rooms prior to services etc. monitored by CM on daily basis.
Sanitizer was not used by stylist and also not available for the use of
client.
50% 1. See-off protocol Bhagya, Edwin Weekly call protocol role-play's. Corporate training with
2 Preferred SA. Swati Kumar.
3. Upsell / Crossell of buddy services.
4. Alternate slots availability / Near by centre availability.
5. Contact details request.
6. Fundamentals explanation.
80% Appointment Guest was made to wait for 20 mins, and reception area All FD's Need serious intervention to all FD's on Guest
should not be crowded. hospitality.
     
4. Culture

5. Revenue target Vs. Achieved