Candidate: Jason Nieder
Related Goal: Jason Nieder: Improve the communication of information to employees regarding customer service responsibilities
Observational Audit
Goal
This observational audit was created to assess whether cashiers are performing up to standard during their shifts. The questions were chosen after a long list was narrowed down to keep the form concise while still covering the full role of a cashier. Similar to a scan audit or a VAT drop for the lifeguards, this observational audit serves as a short midseason check-in to evaluate the skills of the cashiers. I chose to do this observational audit as a task because I believe it is important to ensure that cashiers are properly trained, just as lifeguards are.
Audit Process
The concessions manager on the shift will observe the employee for no longer than 5 minutes and take note of their habits. After the audit is complete, if not already observed, the concessions manager will ask the employee if they checked the cash drawer to confirm there was $100 in it. The manager will then fill out the observational audit form. The form begins with questions asking for basic information about the employee and when the audit took place, then gets to the audit criteria. The responses should be filled out in this form: first, whether the employee passed or failed, then followed by an explanation or a description of what the manager noticed. This process is noted at the top of the form as a reminder for the manager filling it out.
Related Meetings:
Jason Nieder: Meeting #3 – Working on Cashier/Concessions Training Plan
Action items:
Worked with samuel and developed a training plan for the upcoming cashier training for my second task. This task was completed during this meeting. We collaborated on how the training would look and during the meeting I worked to create the plan as well as some resources we wanted to use during the training such as some concessions and phone call scenarios.
Jason Nieder: Meeting #1 – Brainstorm Goals
Action items:
Brainstormed goals and came up with tasks regarding customer service
Jason Nieder: Meeting #2 – Creating form for observational audit assessments
Brainstorm
During the brainstorm process, I created as large of a list as possible of all the responsibilities of a cashier. I then turned those responsibilities into questions that could be asked on a form to test those responsibilities. Then, I created a mock google form of how the form could look. Jeff and I discussed the form and decided it should be more concise. So, I narrowed the list down from 12 questions to 6 questions and created the first draft of the form.
First Draft
Shown below is the first draft of the audit. The plan was for many of these to be printed out and filled out by hand during the audit process. After some discussion with Jeff and Samuel, I learned that the form would have to be online on Microsoft forms to make it the easiest to track responses, so I began on the final draft.
Final Draft
Then, I drafted a new form on Microsoft forms using the revised list and a ranking system. During a final revision discussion with Jeff and Samuel, we decided to change the responses to a text box and alter some of the questions. The form shown below is now on the home page of SharePoint.
Action items:
Task Completed: Yes
Blank indicates not completed.
Task Evaluation: