SYNFAST OIL CHANGE SERVICE CENTER MANAGEMENT PERFORMANCE REVIEW FORM SC MANAGERS AND ASSISTANT MANAGERS YEAR-END MID-YEAR Stretch 90 Day Name Supervisor Dept. # & Name SS# Hire Date Date PERFORMANCE STANDARDS Exceeds Meets Needs Development Performance consistently exceeds requirements. Represents Top 5% of entire company. Performance consistently meets and occasionally exceeds requirements including regular results above expected level. Performance consistently meets job requirements. Performance levels met some job requirements, but needs development in several areas. Performance did not meet required levels for job requirements. Self-Review Supervisor Review Performance Excellence Rating Rating Developing Talent Rating Rating Initiative Rating Rating Organization/ Facilities Operation Rating Rating Cost Control Rating Rating Inventory Control Rating Rating Communication Rating Rating Cooperation/Teamwork Rating Rating Leadership Rating Rating Customer Focus Rating Rating COMMENTS Strengths Self-Review Comments Strengths Supervisor Review Comments SynFast Oil Change Page 1 of 5
Areas of Opportunity Self-Review Comments Areas of Opportunity Supervisor Review Comments Exceeds Meets Needs Development Exceeds Expectation OVERALL PERFORMANCE RATING Meets Needs Development Partner has ratings in Performance Excellence, Developing Talent and Initiative standards. Partner has ratings on three (3) additional performance standards. Partner has Exceeds on all remaining performance standards. Partner has no Meets, Needs Development or ratings. Partner has Exceeds or ratings in Developing Performance, Performance Excellence and Initiative performance standards. Partner has Exceeds or above ratings on two (2) additional performance standards. Partner has no Needs Development or ratings. Partner has a Meets or above rating on all performance standards. Partner may have up to two (2) Needs Development ratings. Partner has no ratings. Partner has Needs Development or ratings on 3-4 performance standards. Of those, partner may have no more than two (2) ratings. Partner has a Meets rating or above on all others. Successfully complete a 90-day Performance Improvement Plan in order to remain with the company. Partner has Needs Development and ratings on five (5) or more performance standards or has more than three (3) ratings. Immediate termination required contact Partner Relations for guidance. GENERAL SUMMARY Self-Review Partner s Career Goals Desired Position(s): Timeline: Use the PIP to map out specific action plans that will enable you to meet desired career goals. SynFast Oil Change Page 2 of 5
Supervisor Review SIGNATURES Partner Signature: Supervisor Signature: Date: Date: SynFast Oil Change Page 3 of 5
Performance Metric Description Additional Supervisory Performance Excellence Executes company initiatives, goals, and directives to deliver 100% satisfaction of services to customer and maximizes profit for company; quality of work is consistent and workmanship is exemplary; Financial goals and expectations of Service Center are consistently met; accepts responsibility for success or failures. Consider 1) Ability to execute financial expectations 2)Quality of work and services 3) Timely completion of goals and directives 4) Demonstration of efforts to improve Service Center performance and services 5)Display positive interaction with guests, service oriented 6) Execution on addressing concerns, questions, and solving problems. Meets or exceeds expectations for defined company objectives and goals in all areas of accountability, both financial and operational; regularly reports work progress per directives; effective and courteous service directly addressing customers needs; consistently executes directives and meets or exceeds Service Center Audit expectations. Develops effective plans to meet financial and operational objectives and goals; plans include assigning responsibility that eliminate duplication of effort, develops talent and skill set of employees; continually monitors financials of Service Center and makes necessary changes; utilizes benchmarking, available resources and tools, and support system to improve outcomes; communicates and promotes financial improvement through methods and processes; continually seeking to improve performance of Service Center Developing Talent Includes application of methods, procedures, and principles an employee must know and demonstration of abilities an employee must possess to meet the responsibilities and requirements of specific position; follows Super- Pro training system and executes system with all employees; the extent to which the employee needs and applies training; the technical quality of work performed; utilizes available tools to develop talent for success and assuming more responsibility. Consider 1) Knowledge and application of company policies and procedures 2) Operational competency in Super-Pro training system 3) Knowledge of products and execution of services 4) Currency of knowledge (e.g. certification of completion of Super-Pro, successful completion of PIP) Maintains current technical knowledge and ability sufficient to manage work and complete objectives and directives; actively pursues expanded mastery of knowledge and abilities in the duties and responsibilities of position; demonstrates knowledge and skill in the operation of equipment required for job; maintains or enhances current expertise of staff through continual training and cross-training; keeps all licenses and certifications current; prepares complete and technically accurate reports and records for all employees, including all performance documentation ability to translate all above to other employees Applies knowledge of personnel policies and procedures; applies methods for motivating and training employees, utilizing but not limited to available company resources; demonstrates working knowledge of organization and operations, participates in professional/ supervisory initiatives; continually able to meet staffing needs of store and flexible to change; enhances own professional development; Trainees demonstrate success when promoted to positions of greater responsibilities. Initiative Assumes an innovative approach that improves current performance; challenges or questions status quo or traditional way of doing things in an effort to raise the bar; Consider 1) Use of good judgment; common sense 2) Ability to determine actions appropriate to situation 3) Ability to anticipate situations; consider consequences 4) Ability to adapt mindset to better serve customer, company, and community s needs. 5) Continually increases and builds on technical knowledge of operations, industry, and products/services Demonstrates the ability to anticipate changes in customer preferences, market and industry changes, staffing needs and Service Center operations; effectively formulates plan of action and executes plan incorporating all necessary partners and supervisors; closely follows up with District Manager and customers to address outstanding operational and customer service issues. Uses good judgment and common- sense approach to situations, particularly during stressful situations; determines appropriate course of actions and takes same; does not allow situation to further deteriorate. Recognizes the various resources available and puts them to proper use when necessary; knows when to access additional resources including personnel and equipment to complete tasks; assures that there is no abuse of resources or equipment; requires minimal supervision; continually enhancing own professional development Organization/ Facilities Operation Includes operational integrity of Service Center per guidelines of SC Audit; anticipation of needs of Service Center in the deployment of labor and other resources to consistently meet or exceed financial expectations; initiatives are executed with appropriate level of supervision. Consider 1) Timing and effective completion of directives 2) Claim anticipation, problems solving, decision making Maintains operational expectations of Service Center. Uses time effectively, executes initiatives and directives in timely manner; discerns priority assignments; identifies and selects appropriate alternatives; demonstrates problem-solving abilities to maximize customer satisfaction and minimize claims Is able to deal with multiple projects and prioritizes plans; directs activities and coordinates activities with other Service Centers. Organized and knows status of all projects or issues in SC. Consistently scores above average expectations. Solicits and effectively uses feedback from customers, employees, and management. Cost Control Includes ability to minimizing costs to maximize impact on Profit and Loss; Ensuring claims are limited by enforcing and executing all training and safety policies and procedures per Super-Pro. Consider 1) Appropriate and effective use of labor 2) Claim anticipation, problems solving, decision making 3) Effective use of resources (e.g. tools equipment, materials, labor, etc.) 4) Anticipation of equipment, labor, and material needs. Understands Profit and Loss of Service Center; identifies and takes action to reduce the need of duplicate actions and for future use of resources. Effectively deploys and supervises staff to maximize customer experience, company profits, and minimize costs related to operations and delivery of services. Demonstrates ability to manage costs by executing initiatives within established budgets for labor and other controllables; Ability to anticipate SC volume and maximize deployment; effective use of adjusting staffing during peak volume and down times. Inventory Control Maintains accurate inventory of all responsible company assets and property; maintains company loss prevention policies and procedures; identifies discrepancies and investigates causes, with close communication with Operations Team. Able to minimize controllable costs; ability to effectively execute Daily and Monthly Inventories. Completes and maintains accurate inventory for all company assets and property; all Loss Prevention policies are followed; closely monitors inventory levels and ensures execution of Daily Inventory Counts; Investigates discrepancies and assumes complete responsibility of Service Center inventory. Demonstrates consistency in following all inventory procedures timely and accurately; meets minimum standards of inventory variance acceptability; proactive in investigating any all inventory issues with cooperation of Operations Team. SynFast Oil Change Page 4 of 5
Communication Includes interaction with supervisors, partners, guests, and members of the community; encompasses all areas of sensitivity, adaptability, written and oral communication. Consider 1) Relationship with supervisors, partners, guests and others 2) Clarity of written and oral communications 3) Effectiveness/ Persuasiveness of communications 4) Listening/ responsiveness 5)Understanding and following instructions. Follows S.M.A.R.T (Specific, Measurable, Attainable, Realistic, Time bound) Interacts professionally and courteously with supervisors, partners, guests and others; readily shares information and provides assistance in all areas of business; verbally communicates information in an understandable manner; written communications are consistently clear and accurate; demonstrates understanding of instructions, demonstrates tolerance in working with partners, with changes in conditions, and differing behaviors, customs, and communication styles; understands and works toward company initiatives, goals, and objectives; encourages and is receptive to new ideas and procedures. Provides clear and concise directions and evaluations; is well prepared for discussions with supervisors and subordinates, listens and responds in a manner that demonstrates understanding of company initiatives, goals, and objectives. Communicates effectively with other Service Center Managers. Cooperation/Teamwork Addresses how partner behaves in the workplace, including working as a team player. Consider 1) Reaction to change/flexibility 2) Use of judgment/ work ethics 3) Work habits; attendance, cooperation, courtesy, punctuality 4) Appearance: grooming, attire, and safety precautions 5) Reliability 6) Teamwork and support of others. Behavior is a positive example for others; understands importance of attendance in a consistent and timely manner, dress and grooming is appropriate; is fair and impartial in dealing with others, exhibits sensitivity to ethical issues and upholds all Loss Prevention measures to protect company s assets and interests, interactions with others are of the highest level of integrity and ethical conduct Takes ownership for responsibilities and is accountable for actions; promotes and exhibits open commitment to teamwork and interests of company; works to resolve interpersonal conflicts, displays cooperative behavior to other supervisors and subordinates; places success of Service Center and company ahead of personal agenda. Develops positive and competitive relationships with other Managers. Leadership Assumes the role of a leader in fulfilling job description as Service Center Manager. Consider 1) Broad orientation to work environment 2) Establishment of a positive example 3) Responsibility and accountability for own actions 4) Recognition of value and contribution of others 5) Ability to assess problems quickly and take appropriate action Demonstrates the ability to get other people to work together effectively; is able to see the big picture and articulate how the pieces fit together; takes ownership for own activities; interacts with others objectively and professionally; is able to draw upon his/her won resources in assessing situations and taking or recommending appropriate action for resolution. Demonstrates ability to motivate people to work effectively; articulates vision/goals of company to employees and customers; inspires enthusiasm; creates a supportive environment; facilitates productive discussions; demonstrates interest in employee successes and improvements; acts as a positive role model; regularly recognized by management, peers, and customers for accomplishments; continually acts to promote employee improvement to perform at peak levels and to improve the efficiency and effectiveness of work in progress. Is decisive and convincing when making a decision; able to recognize, correct, and ensure mistakes are not repeated. Customer Focus Includes all areas of customer service in delivering services to meet and exceed company standards; develops Service Center to execute all expectations per Service Center Audit and ensures customers 100% satisfaction; ability to serve at company s expected level to differentiate company from direct and indirect competitors. Feedback from customers through various tools (e.g.smg, direct customer feedback, Customer Information Forms, etc) are positive; any negative issues are investigated and corrected; continually improving level of service and cross training all employees to deliver a high standard of customer service Consistently improving customer service by utilizing all tools available; Constantly scores above expectations on Service Center Audits; Store is properly staffed with CSRs and properly deployed to maximize opportunities. SynFast Oil Change Page 5 of 5