Draft Shopping Mystery Procedure r2

D R A F T Prepared by: Christopher Maningo

MAB FACILITIES MANAGEMENT LLC

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REVISION / ISSUE

MYSTERY SHOPPING PROCEDURE DATE

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RECORD OF AMENDMENT

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Date of Revision

Nature of Revision

A 01 04.12.2013 Issued for implementation

QHSE Management System



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C O N T E N T S

1 PURPOSE

2 SCOPE

3 DEFINITIONS & ABBREVIATIONS

4 RESPONSIBILITIES

5 PROCESS

6 REFERENCES / RELATED DOCUMENTS

7 PROCESS MONITORING

8 RECORDS




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1. Purpose

1.1. The purpose of this procedure is to gather information regarding MAB Facilities Management services from the perspective of service recipients by having trained mystery shoppers pretend to be prospective customers, in order to evaluate and improve MAB service delivery.

1.2. Mystery shoppers perform specific tasks such as asking questions, registering complaints or behaving in a certain way, and then provide detailed reports or feedback about their experiences.

2. Scope

This procedure applies to all MAB FM service deliverables in the projects. This limited not only to:

a. Customer Service Experienceb. Handling Customer Complaintsc. Shopping Experienced. Service Delivery

3. Definitions and Abbreviations

a. Mystery shopping or mystery consumer

A tool used externally by market research companies, watchdog organizations, or internally by companies themselves to measure quality of service, or compliance with regulation, or to gather specific information about products and services.

b. MSTMystery Shopper Team

4. Responsibilities

4.1. The top management shall assign Mystery Shopper Team to periodically and continuously review and evaluate services and processes in an objective manner.

4.2. Operations shall improve the level of services provided.

4.3. Determining and improving the level of performance and professionalism of employees responsible for providing services in the organization.




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5. Methodology

5.1. Mystery Shopping planning, implementation, evaluation and review process.


Setting the Project`s Goal.

Identifying Services to be evaluated.

Identifying Major Criteria to be evaluated

Preparing Evaluation Forms & Evaluation Scenarios

MST selection / training

Mystery Shopping Implementation

Data Analysis

Assess the evaluation report & develop CAPA

Review the CAPA

A

A

Objective

Mystery shopping form



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5.2. Data Analysis Methodology

5.2.1. First : Classifying the evaluation form questions according to major identified criteria.

5.2.2. Second : Distributing evaluation points regarding criteria & questions5.2.3. Third : Evaluating the level of services for each criterion based on the evaluation

form answers & mystery shoppers comments in order to determined strength and areas requiring improvement.

5.3. Assessment of the evaluation report & CAPA plan.Operations manager & MST will discuss strengths and areas requiring improvement, leading to developing the corrective actions and the correspondent recommendations. Such as:

a. Determining the causes of the problems, leading to reductions in quality standard during service provision.

b. Implementing urgent corrective actions, if necessary.c. Developing a corrective actions plan, according to priority points that have been

identified.d. Selecting the employee/staff responsible for solving or improving these points.e. Identifying facilities and resources that MAB could provide.

Within reasonable time period after implementing CAPA, the same mystery shopping mechanisms are repeated following the same steps above.

6. References/Related Documents

ISO 9001:2008

7. Process Monitoring

SL.NO MONITORING BRIEF

MONITORING CRITERIA

RESPONSIBILITY FREQUENCY REFERENCE DOC

8. Records




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Mystery Shopping Form

Objective Form
