Miggins and Miggins Operations team

All of Miggins and Miggins Consultants are trained inspectors and surveyors along with providing consultancy services. All work is assigned by the Sales team. The team is fairly new as was put together by the previous Operations Director. Some of the procedures have not been formalised and the team are doing the best they can. The main issue they are experiencing is the Sales team are booking visits without checking if there is availability and if the right consultant has been assigned.

Work is not being planned geographically correctly and as a result, there is a lot of wasted time travelling and expenses are high. There is very little time to do administration.

There is some written documentation in the department this includes:

  • MMCSOP001 Site Inspection report template
  • MMCSOP002 Site Inspection Sign off sheet
  • Recharging expenses Guidance
  • MMCSOP003 Onsite Delivery Procedure (Draft)

There have been some initial thoughts around automating the process as there are a number of steps that are completed in hard copy but then transferred electronically but this all stopped with the departure of the previous Operations Director

MMCSOP003 Operations Procedure

This procedure is designed to ensure Miggins and Miggins deliver a consistent level of service to all our customers regardless of the consultant delivering the service.

Basic Steps

  1. Check for new orders by logging on to email system using credentials. Passwords must be changed every month and be a minimum of 12 characters. You cannot use the same password and put a number on the end to make it different. There are protocols in place to prevent this. It is against company policy for you to write this down in any note or similar. The only exception to this rule is you may store it in a company authorised password manager.
  2. Send an email to the customer confirming the visit and any other necessary information such as vehicle registration number, special access requirements and expected arrival time on site. If there are any discrepancies between the customer order and arranging the visit, the customer must be contacted to resolve the issue. Before contacting the customer check the Consultancy calendar to ensure availability. In the case of a double booking, try and arrange with another consultant to cover the work. If this is not possible, telephone the customer as soon as is practical.
  3. Attend site and conduct visit. Before leaving the site to obtain customer signature for all consumable used onsite. This must be completed on Form MMCSOP002 in the space provided.
  4. Leave Feedback form with the customer for completion
  5. Notify Operations Coordinator prior to leaving the site of any issues and that the job has been completed.
  6. Complete all rechargeable expenses in the system and notify finance of completed job number and overall expected job costs placing the job at Status code ‘AI01 Awaiting Invoice’ without the job being in this status finance cannot process the invoice.
MMCSOP001 Miggins and Miggins Inspection Report
Inspectors Name:  
Tel:  
E-mail:  
Inspection report date: DD-MM-YYYY[amend to issue date]
Organisation name  
Site Address  
Key data from site inspected [The row names may need to be amended dependent upon the type of site.]

This inspection report may only be reproduced in its entirety and must not be circulated or published without the Miggins and Miggins consent, nor may any additions be made to the report.

Background and general Information

Reason and cause for inspection

 [Include a short paragraph describing the reason and scope of the inspection, but not a copy of the notification letter with the list of items.]

Summary and Discussion

[Provide the scope of the inspection and describe what was inspected]

Date  
Print name  
Function  
Signature  
MMCSOF001 Visit Completion Sheet

MMCSOF001 Visit Completion Sheet

Task Comments Consultant Initials Customer Signature
Identify all areas in scope      
Materials used      
Conduct Inspection of the area      
All areas in scope inspected      

Inspection completed signatures

Consultant ……………………………………………………………………………

Customer ………………………………………………………………………………

Date ………………………………………………………………………………………

Expenses Claim form

Expense Claim Form         Type of Expense: Personal Credit Card            
Miggins and Miggins Limited         Car Details:     Employee: 0    
Miggins House,         Make: 0   Department: 0    
Letsbe Avenue, Anytown, AT99 4sQ         Model: 0   Period of Claim: DD/MM/YYYY    
Tel: 0330 293 9999         Engine cc: 0          
          Fuel Type: 0   Bfwd Mileage 0    
                Total Mileage 0    
Please note your expenses need to be completed and passed to Business Operations by the end of the first full week of the month.                      
Date of expense Date of Visit Customer Visited Rechargeable Y/N Receipt Type of Expense Incurred Description Mileage Mileage Amount Personal expense Company credit card expense Department Budget
                       
                       
                       
                       
                       
                       
                       
                       
Totals:             0 £0.00 £0.00 £0.00  
                       
Notes:             Total amount due:   £0.00    
1) Mileage allowances 45p per mile up to 10K miles                      
(rate reduced to 25p after 10K miles)                      
2) Please print two copies – attach credit card receipts to one and personal receipts to other, along with any fuel receipts                      
                       
Submitted by: ____________________________             Approved by: _________________________________        
                       
For any expenses claimed you will be required to provide a valid receipt. If there is no receipt the expenses are not guaranteed to be refunded.                      

 

Operations representative interview notes