MQI Enterprise 06
RVP Section
Founding Values - answer1. Great things happen when we listen to our customers and
each other
2. Our Brands are the most valuable things we own
3. Customer service is our way of life
4. Our company is a fun and friendly place where teamwork rules
5. We work hard... and we reward hard work
6. Personal honesty and integrity are the foundations of our success
7. Our doors are open
8. We strengthen our communities one neighborhood at a time
Core Areas of our Business - answerCustomer service
Employee Development
Growth
Profitability
Mission Houston/Importance - answerExcellence in service and sales
Compete with the best
Move careers forward
Live our values
Celebrate the wins
Customer Service Goal - answer86 TSQI
Performance Management Process: definition, Goal - answerProcess of creating a work
environment or setting in which people are enabled to perform to the best of their
abilities.
Goal is to maximize employee performance
Steps in performance management process:
Job descriptions
Selection process
Performance standards
Development and training
, Coaching and feedback
Recognition system
Career opportunities
Employee Cycle
New hire
Goals and Expectation
Coaching and Training
Feedback and Reviews
Desired Performance
Reviews: Importance/ Due date/ When is a review 100% completed - answerReviews
are important so employees can receive praise for their strengths and learn where they
need to develop more on
1&2 level Review are annual on anniversary month (due the 20th of the month)
3lvl and higher beginning of fiscal year
Review is done when it is sent to ARM, then sent back to employee to add notes then
sent back to BM to complete
MT/AD onboarding - answer1. Call and welcome
2. Ensure they have a clean workspace
3. Complete their week one of branch observation
4. Branch/ Area/ Account visits and Introduction
5. Lunch with manager
6. Provide schedule for a month out
Auto Detailer starting pay, raises - answerStarting pay $14
After review meets requirements 3% increase, exceeds requirements 4%
Benefits for part-time employees - answer401k (3% match), Profit sharing, employee
discounts and Choice Time (1 day for every 240 hours after 1 year)
What is Progressive Discipline/ Steps - answerInformal Conversation
Formal Verbal Warning
Written Warning
Final Warning
Termination
Verbal warning vs Formal memo - answerVerbal person to person, formal memo is
written out and sent to the appropriate parties
Voluntary Term vs Involuntary Term - answerVoluntary employee quits willingly, at 2
week notice the employee must leave. Involuntary employee is let go for performance
issues.
RVP Section
Founding Values - answer1. Great things happen when we listen to our customers and
each other
2. Our Brands are the most valuable things we own
3. Customer service is our way of life
4. Our company is a fun and friendly place where teamwork rules
5. We work hard... and we reward hard work
6. Personal honesty and integrity are the foundations of our success
7. Our doors are open
8. We strengthen our communities one neighborhood at a time
Core Areas of our Business - answerCustomer service
Employee Development
Growth
Profitability
Mission Houston/Importance - answerExcellence in service and sales
Compete with the best
Move careers forward
Live our values
Celebrate the wins
Customer Service Goal - answer86 TSQI
Performance Management Process: definition, Goal - answerProcess of creating a work
environment or setting in which people are enabled to perform to the best of their
abilities.
Goal is to maximize employee performance
Steps in performance management process:
Job descriptions
Selection process
Performance standards
Development and training
, Coaching and feedback
Recognition system
Career opportunities
Employee Cycle
New hire
Goals and Expectation
Coaching and Training
Feedback and Reviews
Desired Performance
Reviews: Importance/ Due date/ When is a review 100% completed - answerReviews
are important so employees can receive praise for their strengths and learn where they
need to develop more on
1&2 level Review are annual on anniversary month (due the 20th of the month)
3lvl and higher beginning of fiscal year
Review is done when it is sent to ARM, then sent back to employee to add notes then
sent back to BM to complete
MT/AD onboarding - answer1. Call and welcome
2. Ensure they have a clean workspace
3. Complete their week one of branch observation
4. Branch/ Area/ Account visits and Introduction
5. Lunch with manager
6. Provide schedule for a month out
Auto Detailer starting pay, raises - answerStarting pay $14
After review meets requirements 3% increase, exceeds requirements 4%
Benefits for part-time employees - answer401k (3% match), Profit sharing, employee
discounts and Choice Time (1 day for every 240 hours after 1 year)
What is Progressive Discipline/ Steps - answerInformal Conversation
Formal Verbal Warning
Written Warning
Final Warning
Termination
Verbal warning vs Formal memo - answerVerbal person to person, formal memo is
written out and sent to the appropriate parties
Voluntary Term vs Involuntary Term - answerVoluntary employee quits willingly, at 2
week notice the employee must leave. Involuntary employee is let go for performance
issues.
