ROLES AND RESPONSIBILITIES - ACCOUNTING CLERK

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT
Financial Perform daily On-going Accurate Sound financial Accurate financial OPM Chs. 14,16
Administration bookkeeping tracking and data records
activities and reporting of EMM Chs 7,8
distribute financial business
reports income and
expenses

Process payroll Weekly/ Ensure all time Payroll completed Paychecks are OPM Ch.17
documents, Bi-Weekly sheets and time accurately and delivered on-time
perform weekly/bi- cards are timely Personnel Manual
weekly payroll collected and Check Error Log Ch.7
administration and processed or Payroll taxes are
reporting, and forwarded to paid timely Payroll Reports
administer payroll payroll service
taxes Payroll Tax
Ensure payroll Summaries
taxes are
current

Reconcile invoices Monthly Ensure Invoices match Royalty Report OPM Chs. 14,16,
with Royalty Report compliance with Royalty Report 17, 18
and complete Corporate and royalties are Deposit Report
Royalty Report for requirements calculated EMM Ch.5
Owner review correctly are filed Invoice List by
timely Royalty Month
Report

1
 ROLES AND RESPONSIBILITIES - ACCOUNTING CLERK

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT
Financial Bill customers for Daily Customers Timely invoicing Completed Work OPM Ch.15
Administration services receive timely of customers Orders marked
(cont.) invoices for “Billed” EMM Ch.5
services
rendered

Process customer Daily Payments are Improved cash Accounts OPM Ch.
payments and applied to flow Receivable (A/R) 14,15,16,18
prepare deposits accounts Aging Report
correctly and Payments EMM Ch.5
timely with received equal Invoice Report
accurate deposit amount ManagER Manual
paperwork for Deposit Report
each deposit Prompt
commission
payments

Manage Accounts On-going Improve cash Accounts A/R Aging Report OPM Chs. 14,15
Receivable flow Receivable are
EMM Ch.5
kept current Average
Collection Period ManagER Help
calculation
“A/R Collections”
e-Learning
FFA reports

Manage Accounts On-going Review all Accounts Payable A/P Report OPM Ch. 14
Payable (A/P) payables are kept current
EMM Ch.5
Create checks All referral and
for approved subcontract fees
payables entered and paid

2
 ROLES AND RESPONSIBILITIES - ACCOUNTING CLERK

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT
Financial Prepare Sales Tax Monthly Ensure accurate Compliance with Sales Tax Report OPM Ch. 18
Administration Report reporting of applicable state
(cont.) sales taxes laws
collected

Assisting with Inventory office Weekly Maintain office Office is neat, Office Inventory OPM Ch.11
Administrative supplies supplies and organized, and Log
Tasks perform has adequate 2008 Product
reordering as supplies Catalog
needed
Product Ordering
Form

Handle phones As Needed Ensure phone Phones are Call Log OPM Chs. 6,8,9
calls are answered quickly
answered and and calls handled
routed correctly efficiently

3
 ROLES AND RESPONSIBILITIES - ADMINISTRATIVE ASSISTANT

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT
Phones / Answer phones, Daily Ensure phone Phones are Call Log OPM Chs.
Scheduling provide customer calls are answered quickly, 6,8,9,12,13
service, and maintain answered and calls handled
log of all calls assigned properly, and calls EZ Reference
correctly tracked Flip Chart

Schedule Daily Ensure work is Efficient and Payroll Labor OPM Ch. 5
coordination scheduled and balanced job Hours Summary
crews are utilized scheduling
efficiently ManagER
Schedule

Productivity/Labor
Hours

Manage Work- in - Daily Ensure staff is Crews are Updated WIP OPM Ch. 5
Progress (WIP) updated on daily informed of Board
Board schedules and current job status
job status

Job File Complete FNOL Daily Verify all Accurate and FNOL Completion ManagER On-
Management Documentation customers, complete Rate Line Training
Center of customer, COI,
TrainER “Intro
Influence (COI), job site, and 1-Hour Call-Back
to ScanER XL”
source, and loss source of loss Time Standard
data are entered SOA databases TrainER “Office
into SERVPRO and job files Speed-to-Contact Job Process”
Office Automation Report
OPM Ch.10
(SOA)

1
 ROLES AND RESPONSIBILITIES - ADMINISTRATIVE ASSISTANT

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT
Job File Prepare job Daily Verify all Appropriate Job File Document TrainER “Intro
Management paperwork for appropriate forms documents taken Checklist to ScanER XL”
(cont.) Crew/Estimator are sent to loss to job site
site OPM Ch.9

Enter estimates Daily Convert Accurate Consistent TrainER “Intro

Estimator’s scope estimates ready Estimator approval to ScanER XL”
into electronic for upload accuracy
estimate TrainER “Fire
Job Process”

TrainER “Water
Job Process”

Job File Daily Ensure Job Files Accurate and Job File Document TrainER “Intro
Documentation are accurate and complete job file Checklist to ScanER XL”
Management contain all documents
required and pre- Bulletins
existing Job data is 3110-F, 3145-D
documentation captured and
electronically National
transferred to COI Accounts
Guidelines

NAPA Status
Reporting
System

2
 ROLES AND RESPONSIBILITIES - ADMINISTRATIVE ASSISTANT

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT
Job File Job File Daily Daily progress of Accurate reporting Job File Audits OPM Ch.10
Management Communications jobs and pertinent for job files and (if
(cont.) job data is necessary) COIs Customer Call- Bulletins
captured as it Back Notation on 3110-F, 3145-D
happens Reduced Job File
collection issues National
Communicate Complaint Log Accounts
with COI Reservices are Guidelines
regarding scheduled and COS to COI
NAPA Status
satisfaction of completed
Reporting
referred clients COS Summaries
System

Confirm On-going Ensure timely Smoother Subcontractor OPM Ch.10

Subcontractor flow of workflow and Control Form
Activity scheduling, job better
updates, and relationships with Subcontractor
payment to/from subcontractors Services section
subcontractors of Job File folder

Complete Job File On-going Ensure correct Customers/COIs Invoice Report OPM Ch.10,
Documentation invoices, kept up-to-date
complete job file # of Jobs-in- Bulletins
documentation, No mistakes on Progress vs. 3110-F, 3145-D
and customers invoices Invoices
receive all National
paperwork Jobs are billed Accounts
and filed correctly Guidelines

More accurate job NAPA Status

status information Reporting
in ManagER System

3
 ROLES AND RESPONSIBILITIES - ADMINISTRATIVE ASSISTANT

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT
Compliance Maintain National Daily Ensure all NAPA Green light NAPA Status Bulletins
Documentation Accounts Program required file status Reporting System 3110-F, 3145-D
Agreement (NAPA) uploads and job
Green Status file audits are Business Review National
compliant and Visitation Report Accounts
communicate Guidelines
other NAPA Annual NAPA
compliance Compliance
issues to Owner Review

Maintain compliant Daily Ensure job file No lost referrals Available Third- Select
Third-Party Program requirements of due to non- Party Program Accounts
status Third-Party compliant status reports Requirements
program(s) are for Third-Party
compliant and Business Review Systems
any issues are Visitation Report
communicated to Third-Party
Owner Annual Associate Program
Review (AAR) Guidelines

Maintain Franchise- Daily Ensure required Compliance with Business Review Franchise
specific compliance forms and all Franchise Visitation Report Disclosure
documentation documentation guidelines Document
are on file, NAPA Status (FDD)
current, and Reporting System
readily available Annual NAPA Bulletins
for review Compliance
Review Advertising
Resource
AAR Guide (ARG)

4
 ROLES AND RESPONSIBILITIES - ADMINISTRATIVE ASSISTANT

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT
Compliance Fixed asset tracking As needed Track and Accurate asset Franchise Asset OPM Ch. 11
Documentation Æ AC manage asset identification and Report
(cont.) inventory inventory records Equipment
Inventory List
for Renewals

Update Business As needed Ensure Business Resume “Last Updated” ServproNET

Resume (minimum of information is which accurately field on Business Business
Æ OM annually) current and reflects Franchise Resume Resume
accurately capabilities
reflects Franchise
capabilities

Financial Bill customer for Daily Customers Timely invoicing Completed Work OPM Ch. 15
Administration services receive timely of customers Orders marked
Æ AC invoices for “Billed” EMM Ch.5
services
performed

Process customer Daily Payments applied Improved cash A/R Aging Report OPM Ch. 15
payments and to accounts flow
prepare deposits correctly and Invoice Report EMM Ch.5
Æ AC timely with Payments
accurate received equal Deposit Report ManagER
paperwork for deposit amount Manual
each deposit

5
 ROLES AND RESPONSIBILITIES - ADMINISTRATIVE ASSISTANT

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT
Financial Manage Accounts On-going Improve cash Accounts A/R Aging Report OPM Chs.
Administration Receivable flow Receivable are 14,15
(cont.) Æ OM kept current Average
Collection Period EMM Ch.5
Prompt calculation
commission ManagER
payments FFA analysis Manual

Perform daily On-going Accurate tracking Sound financial Accurate financial OPM Chs.
bookkeeping and reporting of data records 14,16
activities and business income
distribute financial and expenses EMM Chs 7,8
reports
Æ AC

Prepare Sales Tax Monthly Ensure accurate Compliance with Sales Tax Report OPM Ch.18
Report reporting of sales applicable state
Æ AC taxes collected laws

Manage Petty Cash Daily Maintain cash on- Cash on hand for Petty Cash OPM Chs.
Æ OM hand for small requests Report 14,16,18
necessities
Deposit Report EMM Ch.5
Manage Accounts On-going Review all Accounts Payable A/P Report OPM Ch. 14
Payable payables are kept current
Æ OM EMM Ch.5
Create checks for All referral and
approved subcontract fees
payables entered and paid

6
 ROLES AND RESPONSIBILITIES - ADMINISTRATIVE ASSISTANT

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT
Financial Perform payroll On-going Properly Payroll process Paychecks are OPM Ch.17
Administration administration and compensate completed delivered on time
(cont.) reporting and submit employees for smoothly Personnel
for approval services rendered Check Error Log Manual Ch.7
Æ OM

Complete royalty Monthly Comply with Royalties Royalty Report OPM Chs.
reports for Owner Corporate calculated 14,16,17,18
review requirements correctly and filed
Æ AC timely

Office Maintain file system Daily Keep appropriate Organized file Filing completed OPM Ch. 4
Administration paperwork easily system according to File
accessible Plan Outline

Maintain company Daily Ensure meetings Compliant Outlook Calendar OPM Ch.18
calendar / schedule are calendared meeting Review
Æ OM and travel booked attendance

Manage outgoing Daily Ensure all Correspondence Mail Error Log OPM Ch. 4
and incoming mail, e- correspondence received by
mail, and faxes handled timely customers, COIs,
and accurately and Franchise
team members

Review and route On-going Ensure Bulletin Compliance with Bulletin Routing OPM Ch.18
Bulletins contents are all appropriate Log
communicated Bulletins
and tracked

7
 ROLES AND RESPONSIBILITIES - ADMINISTRATIVE ASSISTANT

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT
Office Maintain proper on- Weekly Ensure needed No unproductive Office Inventory OPM Ch. 2
Administration hand inventory of supplies are on- employees due to Report
(cont.) office and general hand lack of necessary
supplies supplies
Æ OM

HR Maintain employee As needed Comply with Complete All HR documents Personnel

Administration documentation Federal and State employee files are signed and Manual
Æ OM laws, , Safety, filed Chs. 1-5,9-12
and Franchise Employees sign
policies appropriate HR Employee file
and payroll audits
documents
Turnover Report

Technology Coordinate computer As needed Computers and Staff has All software SOA Web Portal
and software software function appropriate programs have
upgrades and with appropriate functional latest updates SOA Software
installation software hardware and Updates
Æ OM software EC Toolkit

Perform computer Daily Secure data for Useable and File backup OPM
back-ups and tests of recovery of files complete backups audits Chs. 3,14,18
back-ups. for data loss
Æ Testing shifts to recovery
OM

8
 ROLES AND RESPONSIBILITIES - ADMINISTRATIVE ASSISTANT

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT
Marketing Coordinate As needed Ensure website An informative Website is OPM Ch. 18
Support Franchise website information is website which functional,
maintenance current and aids helps drive new current, and SOA Web Portal
Æ OM marketing effort business and content error-free
inform COIs

Perform Public Bi-weekly Support Positive PR Checklist EMM Chs. 1,3

Relations activities Franchise goals community
Æ OM via community perception of
involvement Franchise

Provide C.E. seminar Bi-weekly Ensure supplies Mutually- CE Support EMM Ch. 1
support and other needed beneficial Checklist
Æ OM items are relationships with CE Chs.
prepared COIs 3,7,9,10

Organize and send Monthly Marketing of All marketing Marketing Mail- OPM Ch.18
Theme Marketing Franchise mailings sent on- out Log
and other mailings time

Perform 6-month On-going Follow-up on Obtain more Marketing OPM Ch. 6

recalls completed jobs. referral and Commission
Seek add-on repeat business Report
sales
Customer Call-
Back Log

9
 ROLES AND RESPONSIBILITIES - PRODUCTION CREW CHIEF

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT
Production Perform production Daily Perform all Customers receive Completed Work Production
Crew and Job processes per services specified quality service in a Orders Manuals
Management Work Order on work order timely manner
TrainER
e-Learnings

Comply with safety Daily Avoid injury and Injuries are # of Workers’ Safety Manual
practices comply with safety avoided and safety Comp claims
regulations regulations are Respirator
followed Illness and Injury Protection
Prevention Report Program

Accident Report MSDSs

Personnel
Manual

Supervise Daily Tasks and service Efficient, quality Certificates of Production

Production quality are job performance Satisfaction Training System
Technicians monitored Manual
Completed Work
Orders Your Local
Training

Executive
Management
Manual Chs. 1,
2

09/09 Grayed out Key Measurements not yet available. 1

 ROLES AND RESPONSIBILITIES - PRODUCTION CREW CHIEF
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/
MEASUREMENT SUPPORT
Job-site Daily Coordinate Timely and Contact/Job Diary Production
management production tasks efficient production Training System
on-site Manual

Coach and train On-going Ensure technicians Technicians have Training Production
Production are properly necessary job Checklists Training System
Technicians trained skills Manual
Certifications
TrainER
Certificates of e-Learnings
Satisfaction
Your Local
Training

ECTP Manuals

Job file Daily Ensure job quality Timely billing and A/R report Production
documentation and complete collecting Training System
documentation Average job Manual
completion to
billing period Office
Procedures
Manual Ch. 10

Bulletins:
#3110F and
#3106D

09/09 Grayed out Key Measurements not yet available. 2

 ROLES AND RESPONSIBILITIES - PRODUCTION CREW CHIEF
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/
MEASUREMENT SUPPORT
Customer Monitor, Daily Maintain Satisfied Certificates of TrainER
Service communicate, and communication, customers Satisfaction e-Learnings
respond to address customer
customer needs needs, and resolve Concerns are Contact/Job Diary Production
concerns resolved Training System
Complaint Manual
resolution log

Job Site Leave job site with Daily Shows respect for Satisfied Complaint N/A
Appearance a clean, orderly customer’s home customers Resolution Log
appearance and property
Certificates of
Satisfaction

Communication Communicate On-going Ensure Professional Contact/Job Diary Production

expectations to professional conduct on job Training System
Technicians conduct in a sites Manual
manner that is
supportive of the
growth and
development of
the technician

Communicate with Daily Keep Production Jobs are Contact/Job Diary N/A
Production Manager informed completed on time
Manager/Estimator of job progress and all issues are
and issues resolved quickly

09/09 Grayed out Key Measurements not yet available. 3

 ROLES AND RESPONSIBILITIES - PRODUCTION CREW CHIEF
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/
MEASUREMENT SUPPORT
Communicate with Daily Keep office All information on Contact/Job Diary N/A
Office Staff informed of job a job is kept up to
progress and date
issues

Maintenance Perform preventive On-going Maintain vehicles Equipment and Equipment and Equipment
and Equipment maintenance on and equipment in vehicles are Vehicle Training and
Repair vehicles and excellent operational for Maintenance Reference
equipment and operational jobs Checklist Guide
report on all condition
nonoperational Equipment and Equipment
equipment vehicles maintain Operating
professional Manuals
appearance and
lasts longer Convention
Product
Updates

Expense Expense Control On-going Control production Production costs Production labor Executive
Control, Asset expenses are maintained at rate Management
Management, established rate Manual Chs. 7,
and WIP 8
Accountability
Production

09/09 Grayed out Key Measurements not yet available. 4

 ROLES AND RESPONSIBILITIES - PRODUCTION CREW CHIEF
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/
MEASUREMENT SUPPORT
Expense
Variance Report

Job Compliance
Worksheet

Asset Management On-going Protect and utilize Franchise property Return on Asset Equipment
equipment and is utilized Training and
materials efficiently and Reference
effectively Guide

Equipment
Operating
Manuals

Convention
Product
Updates

09/09 Grayed out Key Measurements not yet available. 5

 ROLES AND RESPONSIBILITIES - GENERAL MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/
MEASUREMENT SUPPORT
Performance Complete Annual Monthly, Achieve Priority Complete initiatives Quarterly initiative Executive
Management Initiatives Quarterly, Improvements progress report Management
Accountability Annually that support Manual
company GM Management
initiatives Dashboard

Monitor Key Daily Clearly Maximize results Franchise Key N/A

Measurements communicate Measurement
objectives and Praise performance Reports
accountability to
monitor Adjust performance GM Management
progress (e.g. Dashboard
Reports &
Tracking)

Divisional Plan Monthly, Achieve division Prioritized Divisional Plan N/A

Management Quarterly objectives completion of
goals: Annual Initiatives
Office
Production Quarterly Goal
Marketing Reports

Monthly Key
Measurements
Mtg.

GM Management
Dashboard

08/08 1
 ROLES AND RESPONSIBILITIES - GENERAL MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/
MEASUREMENT SUPPORT
Recurring Tasks On-going Ensure Effective and timely Divisional N/A
repetitive of recurring task Recurring Task
divisional tasks and performance Lists by position
get items.
accomplished

Price list analysis Quarterly Ensure and Maintain and Updated Price N/A
management. validate profit improve List
margin. profitability.
Profit and Loss
Statement

Develop annual Monthly Achieve budget Each division Annual Budget Executive
company budget; by exceeding achieves projected Management
monthly revenue revenue targets profitability to the Monthly Financial Manual
expense and meeting company Analysis
accountability. expense targets
GM
Dashboard/FMS
Dashboard

Quality Team Implement Stages On-going Achieve “A” Fulfillment of the Franchise Personnel Manual
Development Divisional quality Stages Organizational
Organization personnel in all Organization Chart
positions.

08/08 2
 ROLES AND RESPONSIBILITIES - GENERAL MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/
MEASUREMENT SUPPORT
Recruiting & Hiring As needed Identify and hire “A” quality Franchise Personnel Manual
“A” quality employees Organizational
employees Chart

Skill Assessment
Report

Training & Ongoing Motivate staff to Professional growth Skill assessment Personnel Manual
Development develop & grow of team score trend
as professionals Roles and
Improve Personal Responsibilities
performance in Improvement
roles and Plans Annually
responsibilities

Leadership & Ongoing Develop a team Quality Employee Achieve Long- Executive
Teambuilding of quality people Retention, clarity of term Goals and Management
who focus on purpose, & Initiatives Manual
Excellent achievement of
Service, results
Fairness, and
Mutual Respect

HR and Ongoing & Ensure HR and Completed HR & HR Updated Personnel Manual
Compliance Annual Audit compliance Compliance Checklist
Documentation documentation Documents
is accurate &
up-to-date

08/08 3
 ROLES AND RESPONSIBILITIES - GENERAL MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/
MEASUREMENT SUPPORT
Communication Manager’s Meeting Weekly, Ensure effective Prioritized Meeting Minutes N/A
Management Monthly, intra company completion of
Quarterly communications goals:
with division. Office
Production
Marketing

Effectively and
timely execution of
recurring tasks.

Communicate with On-going Share with Owner is informed Report Execution N/A
the Owner Owner priorities, about all franchise & Plan
challenges and business Adjustments
opportunities. Quarterly
Owner participates
in business
planning

Customer Service On-going Coordinate Improve COI Certificates of Customer Service

and Conflict positive retention and brand Satisfactions eLearning
Resolution communication reputation. Trend
and problem Crew Training
resolution. Customer Course
Retention Report
Your Local Training
Q1,05 – Customer
Service

08/08 4
 ROLES AND RESPONSIBILITIES - MARKETING MANAGER

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT
Achieve revenue, Meet or exceed Daily/Weekly Facilitate Increase total Management SMSP Self-
collections and assigned revenue volume growth volume Dashboard Study Program
activity goals and collection of the
goals franchise Increase market Sales
share Handbook and
Review
Questions

ManagER®
e-Learnings

Manage master On-going To ensure all All contacts ManagER® ManagER®

contact list potential COIs routed and sales Contact List e-Learnings
are identified territories defined.
Contact summary
report by sales
territory

Meet or exceed Daily/Weekly Ensure proper Execute contacts, Management SMSP Self-
assigned activity selling closing Dashboard Study Program
goals. activities are appointments,
being contact list and Sales
completed event objectives Handbook and
Review
Questions

ManagER®
e-Learnings

08/08 Grayed out Key Measurements not yet available. 1

 ROLES AND RESPONSIBILITIES - MARKETING MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/
MEASUREMENT SUPPORT
Manage Sales Recruit and hire As-needed Build a sales Achieve a Rep in Staffing Report SMSP Self-
and Marketing Sales and and marketing every sales Study Program
Staff Marketing staff staff territory (Step 6)
Job
Description
Skill
Assessment
Personnel
Manual

Train and develop On-going Ensure Competent and Revenue report by SMSP Self-
Sales and fundamental professional Rep Study Program
Marketing staff knowledge of Sales and (Step 7)
sales, Marketing staff HR Development
production, Report Sales
and office Handbook
procedures and Review
Questions
ManagER®
e-Learnings
Job
Description
Skill
Assessment
Pers. Manual

08/08 Grayed out Key Measurements not yet available. 2

 ROLES AND RESPONSIBILITIES - MARKETING MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/
MEASUREMENT SUPPORT
Monitor and coach On-going Objective-to- Obtain new Revenue by SMR SMSP Self-
sales activities objective route clients report Study Program
selling to (Step 7)
achieve
closing Sales
appointments Handbook and
Review
Questions

ManagER®
e-Learnings

Your Local
Sales Training

Monitor and coach On-going Ensure Diversification of Revenue by SMR SMSP Self-
marketing activities marketing client base report Study Program
activities are (Step 7)
being Source of sales
accomplished report Sales
Handbook and
Review
Questions

ManagER®
e-Learnings

Your Local
Sales Training

08/08 Grayed out Key Measurements not yet available. 3

 ROLES AND RESPONSIBILITIES - MARKETING MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/
MEASUREMENT SUPPORT
Supervise On-going Ensure all ManagER® Recurring Task SMSP Self-
marketing customer data customer contact List Report Study Program
administrative is updated and data is current
tasks all Marketing tasks Sales
administrative are completed in Handbook and
support tasks a timely and Review
are completed accurate manner Questions

ManagER®
e-Learnings

Evaluate Sales and On-going Provide Improve Skills Assessment SMSP Self-
Marketing staff performance performance Study Program
performance feedback results Annual
Performance Sales
Review Handbook and
Review
Questions

ManagER®
e-Learnings

Goal
Documentation
Worksheet

08/08 Grayed out Key Measurements not yet available. 4

 ROLES AND RESPONSIBILITIES - MARKETING MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/
MEASUREMENT SUPPORT
Manage the Complete annual Annual Identify annual Structured Improvement List SMSP Self-
Marketing Plan marketing needs marketing improvement plan Study Program
assessment objectives to execute
Sales
Handbook and
Review
Questions

ManagER®
e-Learnings

Goal
Documentation
Worksheet

Identify revenue, Annual Identify annual Established goals Revenue SMSP Self-
collection and objectives for revenue collection and Study Program
activity goals collections and activity goals input
activities Sales
Handbook and
Review
Questions

ManagER®
e-Learnings

08/08 Grayed out Key Measurements not yet available. 5

 ROLES AND RESPONSIBILITIES - MARKETING MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/
MEASUREMENT SUPPORT
Develop initiatives Annual Proper Annual initiative Plan documented SMSP Self-
and budget resource list and budget Initiative goal and Study Program
allocation key measurement
report Sales
Handbook and
Review
Questions

ManagER®
e-Learnings

Assign activities to Annual Execute the Completed Quarterly goal SMSP Self-
staff initiatives initiative within completion Study Program
budget
Sales
Handbook and
Review
Questions

ManagER®
e-Learnings

08/08 Grayed out Key Measurements not yet available. 6

 ROLES AND RESPONSIBILITIES - MARKETING MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/
MEASUREMENT SUPPORT
Participate in Monitor customer On-going Ensure Increase Letters of SMSP Self-
Resolution of feedback and customers are customer resolution Study Program
Escalating resolve customer satisfied satisfaction
Customer complaints Increase referrals Sales
Concerns Handbook and
Review
Questions

ManagER®
e-Learnings

08/08 Grayed out Key Measurements not yet available. 7

 ROLES AND RESPONSIBILITIES - MARKETING REPRESENTATIVE

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT
Generate Meet or exceed Weekly/Monthly/ Achieve sales Increase sales Revenue by SMR SMSP Self-Study
Revenue assigned sales Annual territory goals territory Program
quotas revenue Source of Sales
Report Sales Handbook
and Review
Commission Questions
Report
ManagER®
e-Learning Lessons

Sales and Objective-to- On-going Build customer Educate the Sales and Weekly SMSP Self-Study
Marketing objective daily relationships customer of the Activity Report Program
Activity marketing contacts and rapport reasons
SERVPRO is Daily Contact Sales Handbook
the best Summary Report and Review
cleaning and Questions
restoration Weekly Contact
company Summary Report ManagER®
e-Learning Lessons

CE Manual

08/08 Grayed out Key Measurements not yet available. 1

 ROLES AND RESPONSIBILITIES - MARKETING REPRESENTATIVE

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT
Set up Closing Weekly Provide Owner/ Closing SMSP Self-Study
Appointments Owners/Marke Marketing Appointment Program
ting Managers Manager helps Contact Record
with one-on- contact to send Sales Handbook
one meetings referrals Sales and Weekly and Review
with the Activity Report Questions
contact
ManagER®
e-Learning Lessons

CE Manual

Participate in On-going Market Increase Sales and Weekly Sales Handbook

professional mitigation referrals by Activity Report
associations, benefits establishing Newslines
provide Lunch-and- through professional
Learns, and educational credibility Your Local Training
promote Continuing programs
Education Courses. Press Releases

Sub region
Advertising Events

Lunch-and Learn
PPT’s

CE Manual

08/08 Grayed out Key Measurements not yet available. 2

 ROLES AND RESPONSIBILITIES - MARKETING REPRESENTATIVE

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT
Maintain assigned Daily Ensure Maximize Contact list report ManagER®
contact lists accuracy of Center of e-Learning Lessons
(additions/deletions contact list Influence Addition/Deletion
) marketing Report with ManagER® online
opportunities security levels videos

ManagER® WBT

Customer Assist Center of On-going Create Satisfy Center Certificates of Production Training
Service Influence with issue customer of Influence Satisfaction System Manual
resolution satisfaction concerns
TrainER
e-Learning Lessons

Professional Develop sales skills On-going Improve Increased sales Revenue by SMR SMSP Self-Study
Development professional revenue and Program
sales ability closing Business Resume
appointments Sales Handbook
HR Development and Review
Report Questions

ManagER®
e-Learning Lessons

Your Local Sales

Training

08/08 Grayed out Key Measurements not yet available. 3

 ROLES AND RESPONSIBILITIES - MARKETING REPRESENTATIVE

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT
Understand On-going Development Ability to Training Estimating Manual
production and of product effectively Checklists
estimating knowledge and educate Production Manual
credibility with Centers of Certifications
Centers of Influence of Office Manual
Influence SERVPRO
benefits TrainER
e-Learning Lessons

Your Local Training

CE Manual
Understand On-going To understand Anticipate Business Resume SMSP Self-Study
SERVPRO the competitive customer Program
Enterprise advantages of needs and
resources and using market Sales Handbook
industry knowledge SERVPRO changes and Review
Questions

ManagER®
e-Learning Lessons

Production Manuals

Your Local Sales

Training

08/08 Grayed out Key Measurements not yet available. 4

 ROLES AND RESPONSIBILITIES - OFFICE MANAGER

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT
Job File Verify complete and Daily Verify that files Accurate, NAPA compliance Bulletins 3110
Management compliant job file contain all complete, and -F, 3145-D
documentation: required forms compliant job files Insurance Company
completed / Third-Party National
All required forms in correctly Administrator Accounts
job file and signed Guidelines Guidelines
Compliance
OPM Ch.10

Verify Job Daily Ensure COIs receive NAPA compliance OPM Chs.6,18
Communication documentation confirmation of
is relayed to customer’s Insurance Company
Centers of satisfaction / Third-Party
Influence (COI) Administrator
Accurate tracking Guidelines
Verify customer of customer Compliance
satisfaction was satisfaction and
traced beyond job performance
Certificate of
Satisfaction
(COS)

Manage Manage National Daily Ensure all NAPA Green light NAPA Status Bulletins
Compliance Accounts Program required file status Reporting System 3110-F, 3145-
Documentation Agreement (NAPA) uploads and job D
status file audits are Business Review
monitoring compliant and Visitation Report National
communicate Accounts
Annual NAPA Guidelines
other NAPA Compliance
compliance Review
issues to Owner

1
 ROLES AND RESPONSIBILITIES - OFFICE MANAGER

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT
Manage Manage Third-Party Daily Ensure job file No lost work due Available Third- Select
Compliance Program Status requirements of to status Party Program Account
Documentation Third-Party reports Requirements
(cont.) program(s) are for Third-Party
compliant and Business Review Systems
any issues are Visitation Report
communicated Third-Party
to Owner Annual Associate Program
Review (AAR) Guidelines

Manage Daily Ensure required Compliance with Business Review Franchise

maintenance of forms and all Franchise Visitation Report Disclosure
Franchise-specific documentation guidelines Document
compliance are on file, NAPA Status (FDD)
documentation current, and Reporting System
readily available Bulletins
Annual NAPA
for review Compliance Review Advertising
Resource
AAR Guide (ARG)

Update Business As needed Ensure Business Resume “Last Updated” field ServproNET
Resume (Minimum of information is which accurately on Business Business
AAÅ annually) current and reflects Franchise Resume Resume
accurately capabilities
reflects
Franchise
capabilities

2
 ROLES AND RESPONSIBILITIES - OFFICE MANAGER

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT
Manage Monitor customer On-going Ensure Increased Certificates of OPM Chs
Customer feedback and resolve customers are customer Satisfaction 6,7,10,18
Satisfaction customer concerns satisfied and satisfaction and
build brand referrals Complaint report
loyalty

Office Develop and execute Annually Plan Efficient and Plan documented OPM Chs. 1-3
Administration annual Office improvements effective office
Planning Administration plan and expand administration and Initiative Goal and
automation of support Key Measurement
office tasks report

Office Staff Ensure required Weekly Ensure required All supplies and Weekly Meeting OPM Ch.1
Management tasks are completed tasks are paperwork is Checklist
for weekly staff completed for prepared in
meetings weekly staff advance of weekly
meetings staff meeting

Recruit and hire As needed Perform Build and develop Turnover rate OPM Ch1
office staff administrative an effective office
and accounting staff Personnel Personnel
tasks evaluations Manual
Chs, 1-4, 10

Office Admin-
Computer
Skills
Evaluation

3
 ROLES AND RESPONSIBILITIES - OFFICE MANAGER

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT
Office Staff Train and monitor As needed Office staff Increased Phone call log OPM Chs. 6,7
Management staff on telephone communicates customer/COI
(cont.) skills and written professionally satisfaction with Complaint Report
communications communication

Train office staff on On-going Customer, Effective office Training Checklists Manuals
job file management program, and staff that is able to
and software COI service meet service level NAPA Compliance Training
levels are met agreements Videos

TrainER
e-Learnings

Bulletins

National
Accounts
Guidelines

OPM Ch.13

Train and monitor As needed Office staff is Reports are timely Recurring task list OPM Chs.13,
staff on capable of and accurate 14, 18
administrative and producing and
accounting reports distributing EMM Ch.5
accurate
reports

4
 ROLES AND RESPONSIBILITIES - OFFICE MANAGER

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT
Office Staff Oversee On-going Accounting and Office activities are Recurring task list OPM Chs.
Management administrative and admin tasks are coordinated and 16,24
(cont.) accounting activities performed support Franchise
according to the timely and operations
recurring task list accurately

Ensure all office staff Weekly Provide tracking Measurable Weekly Report OPM Ch.1
weekly reports turned of weekly tasks tracking of weekly
in on-time to evaluate and goals and performance and Office Staff Weekly OPM Chs.
weekly performance timely improved Report Review 1,18
performance performance Personnel
feedback Manual Chs.
5,7,8, 10

Perform Performance Semi-annually / Provide Improve Office Staff OPM Chs.

Reviews Annually performance performance Annual 1,18
feedback results Performance
Appraisals Personnel
Manual Chs.
5,7,8, 10

Maintain company Daily Ensure all Compliant meeting Outlook Calendar OPM Ch. 18
Calendar / Schedule meetings are attendance Review
calendared and
AAÅ travel plans
made

Audit phone log to Daily Ensure COIs Well-informed Phone Call Log OPM Ch. 6
see if all messages and customers COIs and
received follow-up receive timely customers
responses

5
 ROLES AND RESPONSIBILITIES - OFFICE MANAGER

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT
Office Staff Maintain log of all Daily Track phone More efficient Phone Call Log OPM Ch. 6
Management calls during month usage and communication
(cont.) communication
efficiency

Financial Manage Invoicing Daily Customers Timely invoicing of Completed Work OPM Ch. 15
Administration receive timely customers Orders marked
Management invoices for “Billed” EMM Ch.5
services

Oversee Accounts On-going Improve cash Accounts A/R Aging Report OPM Chs.
Receivable flow Receivable (A/R) 14,15
Collection are kept current Average Collection
Period calculation EMM Ch.5
FFA analysis

Manage Accounts On-going Improve cash Accounts A/R Aging Report OPM Chs.
Receivable flow Receivable are 14,15
AAÅ Æ AC kept current Average Collection
Period calculation EMM Ch.5
FFA analysis

Reconcile Invoice Monthly Ensure Royalties paid Royalty Report OPM Ch.
Log, Cash Receipts Royalties are timely and
records and Royalty calculated and accurately Invoice Log
Reports paid timely
Deposit Report

6
 ROLES AND RESPONSIBILITIES - OFFICE MANAGER

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT
Audit vendor invoices Weekly Invoices are Pay accurate A/P Report OPM Ch14
and approve for reviewed and amount for goods
payment paid on-time and services EMM Ch 5
AAÅ
Ensure invoices Maximize
are accurate discounts and
minimize late fees

Financial Manage Accounts On-going Review all Accounts Payable A/P Report OPM Ch. 14
Administration Payable (A/P) payables are kept current
Management AAÅ Æ AC EMM Ch.5
(cont.) Create checks All referral and
for approved subcontract fees
payables logged and paid

Manage, audit Daily Ensure Deposits match up Invoice Report OPM Chs.
deposit paperwork, accuracy of with accounts 14,16,18
and perform bank deposits receivable. Deposit Report
deposits EMM Ch.5

Manage Petty Cash Daily Maintain cash Proper Petty Cash Report OPM Chs.
AAÅ Æ AC on-hand for documentation 14,16,18
small and accounting for Deposit Report
necessities cash purchases EMM Ch.5

Manage payroll tasks Weekly Ensure Wages and Paychecks OPM Ch.17
Franchise has commissions are delivered on-time
accurate and paid accurately Personnel
timely and timely Check Error Log Manual Ch.7
documents

7
 ROLES AND RESPONSIBILITIES - OFFICE MANAGER

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT
Perform payroll On-going Manage payroll Payroll process Paychecks are OPM Ch.17
administration and process completed delivered on-time
reporting and submit smoothly Personnel
for approval Check Error Log Manual Ch.7
AAÅ Æ AC

Financial Develop and manage On-going Control Operate within Budget OPM Chs 1,2,
Administration office administration expenses approved budget documented 11
Management budget
(cont.) Budget vs. Actual
Report

HR Administer employee As needed Employee Benefits are Timely benefit Personnel

Administration benefits information benefits are administered administration Manual Ch.2
Management AAÅ communicated accurately
and Benefit Changes
documented Log
appropriately

Maintain employee As needed Comply with Complete All HR documents Personnel

documentation Federal and employee files are signed and filed Manual Chs.
ÆOM State Labor 1-5, 9-12
Laws, Safety, Employees sign Employee file
and Franchise appropriate payroll audits
policies and HR
documents Training Checklist

8
 ROLES AND RESPONSIBILITIES - OFFICE MANAGER

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT
Perform New As needed Review Human Complete All HR documents Personnel
Employee Resource (HR) employee files signed and filed Manual
Orientation basics, Safety, Chs. 1-5, 9-12
AAÅ and Franchise Employee file
policies audits

Technology Coordinate computer As needed Computers and Staff has All software SOA Web
and software software appropriate programs have Portal
upgrades and function with functional latest updates
installation appropriate hardware and SOA Software
AAÅ software software Updates

EC Toolkit

Technology Perform tests of Weekly Secure data for Useable and File backup audits OPM 3,14,18
(cont.) computer back-ups recovery of files complete backups
AAÅ for data loss
recovery

Coordinate Franchise As needed Ensure website An informative Website is OPM Ch. 18

website maintenance information is website which functional, current,
AAÅ current and aids helps drive new and content error- SOA Web
marketing effort business and free Portal
inform COIs

Inventory Manage records for As needed Track and Accurate fixed Franchise Fixed OPM Ch.11
all Franchise fixed manage fixed asset identification Asset Report
assets asset inventory and inventory Equipment
AAÅ records Inventory List
for Renewals

9
 ROLES AND RESPONSIBILITIES - OFFICE MANAGER

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT
Conduct inventory of Annually Ensure physical All assets properly Franchise Fixed OPM Ch. 11
Franchise fixed assets agree accounted for Asset Report
assets and reconcile with accounting Equipment
to fixed asset records records Inventory List
AAÅ for Renewals

Maintain proper on- Monthly Ensure No lost time due to Inventory Reports OPM Chs. 2,
hand inventory of professional inadequate 11
professional cleaning cleaning products or
products, operating products, supplies
supplies, and office operating
supplies supplies, and
AAÅ office supplies
are on-hand

Marketing Perform Public Bi-weekly Support Positive PR Checklist EMM Chs. 1,3
Support Relations activities Franchise goals community
AAÅ through perception of
community Franchise
involvement

Provide C.E. seminar Bi-weekly Ensure supplies Mutually-beneficial CE Support EMM Ch. 1
support and other relationships with Checklist
AAÅ needed items COIs CE Chs.
are prepared 3,7,9,10

10
 ROLES AND RESPONSIBILITIES – OPERATIONS MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/
MEASUREMENT SUPPORT
Manage Oversee job Daily Assure Effective Job Costing WIP Board
Production scheduling effective job allocation of
Operations scheduling staff, vehicles Labor Cost EZ Production
and equipment Guidelines

Production Training
System

ECTP

Executive
Management Manual
Chs. 1, 2, 8

Personnel Manual
Chs. 4, 9

Office Procedures
Manual Ch. 5

Approve job Daily Assure Improved profit Job Costing Estimating Manual
estimates accuracy of margin
job estimates Labor Cost ManagER

Job Monitor

9/09 1
 ROLES AND RESPONSIBILITIES – OPERATIONS MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/
MEASUREMENT SUPPORT
Oversee Daily Assure Achieve defined Divisional Key WIP Board
completion of work compliance results in Measurements
orders with job Production Reports Office Procedures
standards Division Manual Chs. 9, 10

Ensure customer Daily Maintain Customer Client Certificates of

satisfaction quality Satisfaction Satisfaction Ratings Satisfaction
production
Timely payment Customer Service e-
learning

Approve job files Daily Assure Achieve defined Divisional Key Office Procedures
compliance results in Measurements Manual Ch. 10
with job Production Reports
standards Division
Job Costing

Labor Cost

Manage Assist in recruiting As needed Keep Quality staff is Turnover rate Personnel Manual
Production Staff production production maintained Chs. 3, 8, 9
personnel fully staffed A,B,C Grading
Personnel Manual
Attachment 1, Job
Descriptions, Roles &
Responsibilities

9/09 2
 ROLES AND RESPONSIBILITIES – OPERATIONS MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/
MEASUREMENT SUPPORT
Train production On-going Ensure Competent, Training Checklists Production Training
personnel including fundamental professional System
Safety and OSHA ability to follow production staff Certifications
requirements production All Production
procedures Certificate of Manuals
Satisfactions
Respiratory
Protection Plan

ECTP

EZ Production
Guidelines

Personnel Manual
Chs. 4, 7, 9 -12

Job Descriptions and

Roles &
Responsibilities

Safety Manual

OSHA 1910

9/09 3
 ROLES AND RESPONSIBILITIES – OPERATIONS MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/
MEASUREMENT SUPPORT
Manage production On-going Maintain Production Compliance with the Personnel Manual
personnel production personnel Employee Chs. 7, 8
personnel compliance Handbook
compliance Executive
with company Management Manual
policy Chs. 1, 2, 3, 8

Office Procedures
Manual Ch. 17

Manage Large Final sign-off on Ongoing Assure Achieve defined Divisional Key Executive
Losses estimates and job compliance results in Measurements Management Manual
files with job Production Reports Ch. 3
standards Division
Estimating Manual

Office Procedures
Ch. 10

Coordination of As-needed Provide quick Large losses are Jobs started on time WIP Board
resources response to handled
loss site professionally Office Procedures
and profitably Manual Ch. 5

Executive
Management Manual
Ch. 3, 8

9/09 4
 ROLES AND RESPONSIBILITIES – OPERATIONS MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/
MEASUREMENT SUPPORT
Manage Work-in- On-going Coordinate Crews work Average job WIP Board
Progress of large performance efficiently and completion to billing
loss jobs of the crews good period Office Procedures
and communication Manual Chs. 5, 10
communicate is maintained
with office EZ Production
staff Guidelines

Executive
Management Manual
Chs. 1-3,8

Personnel Manual
Ch.8

Daily Meetings w/
Production
Manager(s)

Client Job documentation Daily Documentatio Accurate and NAPA compliance Office Procedures
Satisfaction n of work complete job Manual Ch. 10
files Insurance
Guidelines Executive
Compliance Management Manual
Ch. 3

Production Training
System

9/09 5
 ROLES AND RESPONSIBILITIES – OPERATIONS MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/
MEASUREMENT SUPPORT
ECTP

Certificates of
Satisfaction

Communication Manage On-going Ensure Production staff Certificates of WIP Board

communication with production meet Satisfactions
production staff staff expectations Executive
communicates Contact/Job Diary Management Manual
effectively Problems WIP Ch.3
resolved
Office Procedures
Manual Ch. 5

WIP meetings Daily Monitor Efficient WIP WIP Board

progress of production
jobs Executive
Management Manual
Chs. 2,3,8

Office Procedures
Manual Ch. 5

Personnel Manual
Ch. 8

9/09 6
 ROLES AND RESPONSIBILITIES – OPERATIONS MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/
MEASUREMENT SUPPORT
Communicate with On-going Inform Owner/General Report Execution & As required and
the Owner/General Owner/Gener Manager is Plan Adjustments directed by owner or
Manager al Manager informed about Quarterly General Manager
and receive all production
feedback on
business Owner/General
plans Manager
participates in
production
planning

Manage vehicle, Review vehicle On-going Keep facility in Vehicles are Vehicle maintenance Equipment Training &
equipment, and maintenance working order well-maintained checklist Reference Guide
facilities schedule and and meets NAPA
maintenance checklist guidelines NAPA compliance Equipment
Operations Manuals

Convention Product
Updates

Safety Manual

Review equipment On-going Keep facility in Equipment is Equipment Equipment Training &
maintenance working order well-maintained maintenance Reference Guide
schedule and checklist
checklist Equipment
Operations Manuals

Convention Product

9/09 7
 ROLES AND RESPONSIBILITIES – OPERATIONS MANAGER
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/
MEASUREMENT SUPPORT
Updates

Safety Manual
Review facility On-going Keep facility in Facility is well- Facility maintenance Equipment Training &
maintenance working order maintained checklist Reference Guide
schedule and
checklist Equipment
Operations Manuals

Convention Product
Updates

Safety Manual

Inventory Maintain effective Daily Reduce waste Lower Operating Percent of The Clean Book
Management purchase/ costs Professional
requisition system Ensure Cleaning Products Office Procedures
for products and products are purchased to Manual Ch. 11
supplies on hand to Revenues
complete jobs

All products and Monthly Supplies and Jobs performed Inventory checklist Officer Procedures
supplies are products are timely Manual Ch. 11
inventoried available
Executive
Management Manual
Ch. 8

9/09 8
 ROLES AND RESPONSIBILITIES - PRODUCTION TECHNICIAN

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT
Production Perform production Daily Work is Customers Certificate of Production Training
Processes processes following performed receive quality Satisfaction System manual
and Job Site SERVPRO production correctly and service
support guidelines per work efficiently and Average Job TrainER
order all services Increased Completion time e-Learnings
are customer
performed satisfaction Average job Your Local Training
completion to
billing period ECTP Manuals

Follow all safety Daily Avoid injury Safe work # of Workers’ Safety Manual
practices and comply environment Comp claims
with safety Respirator
regulations Safety Illness and Injury Protection
regulations are Prevention Report Program
followed
Accident Report MSDSs

HR Manual

Develop production On-going To further Improved Training Checklists Production Training

expertise: services, develop the performance for System manual
cleaning products, knowledge quality and Certifications
and equipment and skills of a customer TrainER
technician service Certificates of e-Learnings
Satisfaction
Your Local Training

ECTP Manuals

08/08 Grayed out Key Measurements not yet available. 1

 ROLES AND RESPONSIBILITIES - PRODUCTION TECHNICIAN

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT
Customer Notify Crew Chief of Daily Address Satisfied Certificates of Production Training
Service customer needs and customer customers Satisfaction System manual
concerns needs and
resolve TrainER
concerns e-Learnings

Maintenance Maintain a clean and On-going Positive Clean, Equipment Equipment Training
and organized vehicle and brand image organized, and Checklist and Reference
Equipment equipment fully stocked Guide
Repair appearance vehicle
Equipment
Operating Manuals

Convention Product
Updates

Clean and maintain On-going Maintain a Facilities are Facilities N/A

facilities clean and organized Maintenance
organized effectively Report
work area
Facilities have a
professional
appearance

08/08 Grayed out Key Measurements not yet available. 2

 ROLES AND REPSONSIBILITIES - PRODUCTION MANAGER/ESTIMATOR

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT
Job Develop clear and As needed Franchise services Fair and Estimate Analysis Estimating Manual
Estimates accurate job are accurately and accurate job Report
estimates fairly priced pricing

Scheduling Daily Ensure jobs are Efficient Average job Office Procedures
completed timely production completion time Manual Ch. 5

Project Review job scope, On-going Prepare crews Crews are Production labor Estimating Manual
Management job estimate, and with knowledge efficient in rate
job brief and equipment for production Production
preparation with a job Manuals
production staff
Executive
Management
Manual Ch. 4

Monitor sub- As needed Coordination and Timely and Subcontractor Executive

contractors monitoring of sub- quality sub- Control Form Management
contract work contract work Manual Ch. 6
Certificates of
Satisfaction Home Study
Manual Ch. 4
Subcontractor
Performance
Report

09-09 Grayed out Key Measurements not yet available. 1

 ROLES AND REPSONSIBILITIES - PRODUCTION MANAGER/ESTIMATOR

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT
Manage On-going Maintain Customers’ Certificates of Customer Bill of
communication communication needs are met Satisfaction Rights
with customers with customers and problems
about the job to are resolved Creating Positive
ensure that Moments of Truth
expectations are
met Crew Moments of
Truth

Production
Training System
Manual

Manage Work-in- On-going Coordinate Crews work Average job Executive

Progress performance of the efficiently and completion to Management
crews and good billing period Manual Chs. 1, 2
communicate with communication
office staff is maintained Production
Manuals

Inspect services Daily Ensure quality Customer Certificates of Production

and final walk work satisfaction Satisfaction Manuals
through

Ensure On-going Avoid injury and Safe work # of Workers’ Safety Manual
compliance with comply with safety environment and Comp claims
safety practices regulations compliance with Your Local
regulations Illness and InjuryTraining (Safety)
Prevention Report Respirator
Protection Prgm.
Accident Report
Personnel Manual

09-09 Grayed out Key Measurements not yet available. 2

 ROLES AND REPSONSIBILITIES - PRODUCTION MANAGER/ESTIMATOR

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT
Production As Needed Fill in for Crew Productivity is Production labor Production
Chief maintained rate Training System
Manual
Job completion
time maintained TrainER
with WIP e-Learnings

Your Local
Training

ECTP Manuals

Job documentation Daily Documentation of Accurate and NAPA compliance Office Procedures
work complete job Manual Ch. 10
files Insurance
Guidelines Bulletins: 3110F,
Compliance 3106D,

Manage Recruit production As needed Keep production Quality staff is Turnover rate N/A
Production personnel fully staffed maintained
Staff A,B,C Grading

Train production On-going Perform Competent, Training N/A

personnel production professional Checklists
processes production staff
according to Certifications
guidelines
Certificate of
Satisfactions

09-09 Grayed out Key Measurements not yet available. 3

 ROLES AND REPSONSIBILITIES - PRODUCTION MANAGER/ESTIMATOR

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT
Manage On-going Maintain Production Compliance with N/A
production production personnel the Employee
personnel personnel compliance Handbook
compliance with
company policy

WIP meetings Daily Monitor progress Efficient WIP WIP

of jobs production

Manage On-going Maintain Center of Contact/Job Diary Marketing Manual

communication communication Influence needs
with Centers of with Centers of are met and
Influence Influence about problems are
the services resolved
provided

Financial and Job cost analysis On-going Measure job Measure Job Cost Report Executive
Asset profitability profitability of Management
Management including each job Manual Chs. 7, 8
subcontracting

Damage On-going Control damage Damage Damage N/A

reimbursement reimbursement reimbursement Reimbursement
expenses costs are expenses
maintained at
established rate

Manage operating On-going Control operating Operating supply Operating Costs Shelf life of
supplies supplies expenses costs are Cleaning Products
maintained at
established rate Chemical Cross
Reference

09-09 Grayed out Key Measurements not yet available. 4

 ROLES AND REPSONSIBILITIES - PRODUCTION MANAGER/ESTIMATOR

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT

Expense Control On-going Control production Production costs Production labor Executive
expenses are maintained rate Management
at established Manual Chs. 7, 8
rate WIP
N/A
Production
Expense
Variance Report

Job Compliance
Worksheet

Asset On-going Protect and utilize Franchise Return on Asset N/A

Management equipment and property is by Production
materials utilized efficiently Manager
and effectively

Franchise assets
are not lost

Manage vehicles, On-going Keep vehicles, Vehicle, Vehicle and Equipment

equipment and equipment and equipment and equipment Training and
facilities facility in working facility are well- maintenance Reference Guide
order maintained checklist
Equipment
Operating Manuals

Convention
Product Updates

09-09 Grayed out Key Measurements not yet available. 5