Basic Standards

STANDARDS

Your greeting should tell the

customer, “I am glad

you’re here!”

Greet customers with the following script:•GoodMorning/Afternoon/Evening,welcometoToyota/HINO-TMH

•Inacombinedshowroom,use‘WelcometoAl-FuttaimMotors’

•Greetwithin10secondsofarrival•Alwaysextendawarmgreetingandmakeeyecontact

•Smileanduseawelcomingtone

STANDARDS

greeting The RIGHT

way

The WRONG

way

STANDARDS

Let your customer leave with

a smile

Associates must:•Thankthecustomerfordoingbusinesswithus•Offeradditionalassistance•Escortthecustomertotheexitofthepremises•Wavegoodbyetoeverycustomer

STANDARDS

LASTING IMPACT The RIGHT

way

The WRONG

way

STANDARDS

Wherever you go present

yourself well

STANDARDS

Dress Code: Company Uniform:•Clothingmustbecleanandironed•Thenamebadgemustbewornontheleftside•Topbuttonofshirtmustbefastenedwhenwearingatie

•Shirtsmustbeneatlytuckedandsleevesmustnotberolledup•Moderatedailyuseofmildbodyfragranceoranti-perspirantiscompulsory

•Hats/capsmustnotbeworn

Dress Code: Shoes •Shoesmustbepolishedatalltimes•Blackshoes,socksandbelt•Professionalinstyle;closedshoes/peeptoesareacceptable•Useofsafetyshoeswhererequired

Dress Code: Hair•Clean,neatlycombedandanatural-lookingcolour•Cleanshavenorneatlytrimmedmoustache/beard

Dress Code: Accessories•Jewelleryandhairaccessoriesmustbekepttoaminimum

STANDARDS

APPEARANCE The RIGHT

way

The WRONG

way

STANDARDS

Your working environment

says a lot about you.

STANDARDS

•Averyhighstandardofpresentationandcleanlinessmustbemaintainedinallareasvisibletothecustomer

•Thereshouldbenovisibledamage

External:•Thecarparkmustbecleanandorganised•Sufficientparkingspacesmustbeavailableforallcustomers•Gardens/outdoorplantsmustbeneatandvisuallyappealing•Signagemustbecleanandingoodcondition•Directionalsignagemustbeeasytofollow•Themainentrancemustbeclearlymarked•Windowsandbuildingfaçademustbeclean

Internal:•Floors,matsandcarpetsmustbecleanandingoodcondition•Allfurnituremustbecleanandingoodcondition•Nodamage,marksordustonwallsorceilings•Pantrymustbeclean,hygienicandfreeofclutter•Alllightsmustbeoperational

STANDARDS

environment The RIGHT

way

The WRONG

way

STANDARDS

A well kept restroom

shows you care.

At a minimum all restrooms must have:•Ahighstandardofcleanliness•Functionalequipment•Facilitiesingoodcondition•Regularchecksconductedandrecorded•Acleanodour•Handtowels•Soapdispenser•Toiletpaperineverystall•Cleaningequipmenthiddenfromcustomers

STANDARDS

restrooms The RIGHT

way

The WRONG

way

operational Standards

sop’s

STANDARDS

Standard Operating Procedures AFM Grooming Standards

Document Control

Version Date Author LastUpdated1.0 1/07/14 VeronicaVallejo Version1.0

1 July 2014 Version: 1 Owner: Customer Relations Department

STANDARDSApproval & Sign OffsName Department TitleMatthewClark AFM-SalesOperations GM-SalesOperationsSigned:

SaudAbbasi AFM–Lexus GM-LexusSigned:

FatimaTomoum AFM–CustomerRelations GM-EngagementandCustomerRelationsSigned:

VladimirKnezevic AFM–CommercialVehicles GMCommercialVehiclesSigned:

DefinitionsTerm Definition

AFM Grooming Standard AFM Standard 3Standard Something used as a measure, norm, or model in comparative evaluations.Site An AFM facility, including a showroom, service centre, parts department, head office, Jebel Ali, PDC, etc.Grooming To focus on how neat and tidy a person should be.

STANDARDS

1. Purpose2. Scope3. Roles&Responsibilities4. Objectives5. FailuretocomplytoStandard6. AFMGroomingStandard6.1 Guidelinessforallassociates6.2 Uniformattire–Customerfacingareas6.3 Non-uniformattire–Customerfacingareas6.4 Non-uniformattire–Non-customerfacingareas

Table of Contents

STANDARDS1. PurposeToensureassociatesmaintainaprofessionalandwell-groomedappearanceatalltimes.

2. ScopeThisSOPisapplicabletoalldepartmentsofAl-FuttaimMotors.

3. Roles and Responsibilities

Position RoleSeniorManagement I. CommunicatetheAFMStandardsintheAFMStandardsRoadshow.

II. Providerecognitionofsitesthatconsistentlymeetthestandards.III. Whereasitehasfailedasitecheck:

Meetwiththesitemanager,orvisitthesitetosupportthemanagertomeetthestandardsinthenextsitecheck.IV. Whereasitehasfailedthreesitechecksinsixmonths:

ProvidefeedbackandsupporttothemanagerinthemonthlyDivisionalMeeting.AFMStandardsTeam I. DeveloptheAFMStandardsProgramme.

II. EnsureeffectiveimplementationoftheAFMStandardsProgramme.EngagementDepartment III. InviteallassociatestoattendtheAFMStandardsRoadshow.

IV. ConductmonthlysitechecksinaccordancewiththeAFMStandardsChecklist.V. Publishscoresofeachsitechecktothesitemanager.VI. PublishmonthlyleaguetableofAFMStandardsscorestoAFMgeneralmanagersandsitemanagers.VII. TakerequiredactioninresponsetositecheckscoresassetoutintheAFMStandardsSiteCheckSOP.

SiteManagers,and

DepartmentManagers

I. EnsureallassociatesattendtheAFMStandardsRoadshow.II. Ensureallassociatesareawareof,andunderstandtheAFMStandards.III. EnsurethestandardsareimplementedfollowingtheRoadshow.

AFMStandardsChampion Supportsitemanagertoensurethatthesitemeetsthestandards.SiteManagers,DepartmentManagersandassociates

ComplywithAFMstandardsatalltimes.

STANDARDS4. ObjectivesTheobjectiveofthisSOPistoensurethatallAFMassociatesmaintainahighstandardofpresentation,andwearthefulluniform(uniformedassociatesonly).AsthefaceofAFM,itisarequirementthatallassociatespresentaprofessionalappearancethatreflectsthecalibreoftheAFMbrand,andthecredibilityofAFMassociates.

5. Failure to Meet the Grooming StandardAllassociatesmustbefullygroomedbeforethesiteopens.I. Sitemanagerisresponsiblefordirectingassociateswhodonotcomplywiththegroomingstandardtomeetthe

standardbeforestartingwork.II. Sitemanagerhastherighttodisciplineassociateswhofailtomeetthegroomingstandardbysendingthemback

hometochangetheirappearance/uniform.III. Thesitemanagerisresponsibleforrecordingeachincidentofanassociatebeingsenthomeforfailingtomeetthe

groomingstandard.IV. Associateswhohavebeensenthome3timeswithina6-monthperiodwillbesubjecttodisciplinaryaction.V. IfduringthesitecheckperformedbyEngagementDepartment,itisobservedthatanassociateisnotwellgroomed,

theassociatewillbeinformedandaskedtosignthesitechecklisttoacknowledgethathe/shedidnotmeetthestandard.Thesitemanagerwillbenotifiedtoactionimmediately.

STANDARDS6. AFM Grooming Standard6.1 The following guidelines apply for all associates in all sites:

ShoesI. Professionalshoesarerequired.II. Shoesmustbecleanandpolishedatalltimes.III. Useofsafetyshoeswheneverrequired.IV. Forfemales,noexcessiveheels,closedpolishedshoes/peep-toes.

Amaximumheelof10cm/4inchesisacceptable.V. Extremeshoestylessuchasflipflops,platformshoesarenotacceptable.

General Hair StandardsI. Hairmustbeneat,cleanandwellgroomedthroughouttheday.II. Haircolourmustlooknaturalinappearance(includinghighlightedhair).III. Hairstylesshouldnotbedistracting,obtrusiveorcovereyes;extremestylesarenotpermitted.IV. Bangsmustbeabovetheeyebrow.V. Longhairmustnotfallontheface.VI. Hairmustbeneatandtrimmedforallmaleassociates.VII. Moustachesareacceptableiftrimmed,neatanddonotextendbelowtheupperlip.VIII. Abeardcanbekeptifitisclean,neatandwellmaintained.IX. Alternatively,maleassociatesmustbeclean-shaven.X. Hats/capsmustnotbeworn.

STANDARDS

Jewellery & AccessoriesI. Jewellerymustbeprofessionalandnon-excessive.II. Earringsstyleforfemalesshouldnotbeextreme;multiplepiercedearringsarenotpermitted.III. Earringsarenotallowedformaleemployees.IV. Forfemales,makeupshouldbetastefullyappliedandnotexcessive,especiallyeyeshadowandlipstick.

FingernailsI. Keepfingernailsneatlytrimmedandmoderateinlength.II. Femalesmaywearpolishinprofessionalshadesonly.Nailpolishmustbemaintainedandnotchipped.III. Maleassociatesmusthavetheirnailsneatlytrimmed.National DressI. UAENationaldressformales(KandoorawithGutraandEgal)&females(Abaya&Hijab)isacceptable.

Casual Attire Not Permitted on ThursdayI. TheAFMGroomingStandardappliesatalltimes.AssociatesarenotpermittedtowearcasualattireonaThursday.

Personal HygieneI. Payspecialattentiontoyourdailypersonalhygiene.II. Dailyusageofmildbodyfragrance/anti-perspirantiscompulsory.III. Noexcessivecologne/perfume.IV. Avoidtobaccoodour.

6. AFM Grooming Standard6.1 The following guidelines apply for all associates in all sites:

STANDARDS

I. Thecompleteuniformistobewornduringworkinghours.II. Namebadge(cleanandunscratched,wornonupperleftside)ispartofyouruniformstandardandshouldbeworn

atalltimes.III. Uniformmustbeclean,neatandwellpressedeachday.IV. Maleassociatesmusthavethetopbuttonofshirtdoneupwithtie.Theshirtmustbetuckedinwithblackbelt

worn;rollingofsleevesorshorteningoftrouserlengthisnotacceptable.V. Femaleskirtmustbeatleastkneelength.VI. Attirethatisnon-uniform(includingprayerskullcaps,hairaccessories,etc.)mustnotbewornduringworking

hours.VII. Treatyouruniformasyouwouldyourownclothing.Repeatedlossorextensivedamagetoauniformmayresultin

disciplinaryaction.VIII. Aspartoftheuniformstandard,employeesmustfurnishtheirownshoesthatmatchtheiruniform.Maleassociates

mustwearblacksocks.IX. Shoesmustbeblackcolour.

6. AFM Grooming Standard6.2 Uniform Attire: Customer-facing sites

STANDARDS

I. Employeesnotrequiredtowearauniformareexpectedtodressinappropriatebusinessattire.II. Inkeepingwiththesestandards,weofferthefollowingguidelinesforclarification:

6. AFM Grooming Standard6.3 Non-uniformed Attire: Customer-facing areas

Female‣ Suit/skirt/pants-Conservativecoloursmustbewornsuchasblack,blue,greyandbrown.‣ Shirtcanbewhiteorinaconservativecolour.‣ Askirtedsuit,pant-suit,skirtandblouseorprofessionaldressisappropriate.‣ Shortor3/4lengthsleevesuitsareacceptableprovidedshouldersarecovered.‣ Skirts/dressesmustbekneelength.‣ Casual,eveningstyle,strapless,spaghettistraps,backlessclothingorsundressesarenotpermitted.‣ Leggingsorstirrupsarenotpermitted.‣ Sportsclothes,denimjeans,palazzopants,capripantsarenotpermitted.

Male‣ Conservativecoloursmustbeworn;black,blue,grey,brown,withtheexceptionofashirtthatcanbewhite.‣ Ashirtwithlongsleevesmustbewornatalltimes.Sleevesmustnotberolledup.‣ Theshirttopbuttonmustbedoneup.‣ Ajacketshouldbewornunlesstemperaturedoesnotpermit.‣ Atiemustbewornatalltimes.‣ Beltandshoesmustbeblack.‣ Socksshouldbeblackordarkincolour.‣ Shorteningoftrouserlengthisnotacceptable.

STANDARDS

I. Employeesnotrequiredtowearauniformareexpectedtodressinappropriatebusinessformalattire.II. Whenvisitingacustomer-facinglocation,associatesmustmeetthenon-uniformedcustomer-facingstandard.III. Inkeepingwiththesestandards,weofferthefollowingguidelinesforclarification:

6. AFM Grooming Standard6.4 Non-uniform attire – Non-customer facing areas

Female‣ Brightcoloursareacceptable.‣ Askirtsuit,pantsuit,skirtandblouseorprofessionaldressisappropriate.‣ Skirt/Dresspairedwithasuitjacket-shouldbeatleastkneelengthandnottight.‣ Shoesandbeltsdon’thaverestrictiononcolour,providedprofessional.‣ Pantswithprinteddesignssuchasfloral,shapes,animalprints,etc.arenotpermitted.‣ Sleevelesstopsarenotpermitted.‣ Transparentshirtsarenotpermitted.Shirtsmustbeshortorlongsleevesonly.‣ Casual,eveningstyle,strapless,spaghettistraps,backlessorsundressesarenotpermitted.‣ Leggingsorstirrupsarenotpermitted.‣ Sportsclothes,denimjeans,palazzopants,capripantsarenotpermitted.

Male‣ Coloursarepermitted.‣ Ashirtwithlongsleevesmustbewornatalltimes.Sleevesmustnotberolledup.‣ Theshirttopbuttonmustbedoneupwhenatieisworn.‣ Asmartjerseyispermitted.‣ Ajacketisnotrequired.‣ Atieorjacketisnotrequiredtobewornexceptwhereassociatewillbecustomer-facingormeetingwithathirdpartycompany.‣ Shorteningoftrouserlengthisnotacceptable.‣ Shoesandbelts,blackorbrownwithblackordarkbluesocksarepermitted,providedprofessional.

STANDARDS

Toyota Showroom

Sales Executive Support StaffAdmin, Cashier, Greeter, Receptionist, Stock Controller

STANDARDS

Toyota Showroom

Hostess Driver Office boy

STANDARDS

Toyota Showroom

non-uniform emirati

STANDARDS

Toyota service centre

front of house team leader/foreman

Toyota service centre

front of house team leader/foreman

STANDARDS

Toyota service centre

service advisor support staff

STANDARDS

Toyota service centre

customer receptionist host em technician gr technician

STANDARDS

Toyota service centre

parts sales executive parts man

STANDARDS

non-uniform emirati

Toyota service centre

STANDARDS

Hino Sales TMHE Sales Hino Service

hino

STANDARDS

hino

TMHE Service Parts Admin

STANDARDS

hino

sales manager hino technician tmhe technician

STANDARDS

hino

non-uniform emirati

STANDARDS

pdc

parts picker parts team leader jit driver warehouse supervisor

STANDARDS

pdc

office staff receptionist field sales executive

STANDARDS

pdi

support staff technician foreman

STANDARDS

nsd

office staff office driver

STANDARDS

pdc, pdi & nsd

non-uniform emirati

STANDARDS

corporate head officefemale non-uniform

skirt suit incl jacket skirt/pants and cardigan

skirt/pants and shirt/corporate looking top

pant suit incl jacket

STANDARDS

corporate head officeMale Non-Uniform

emiratiShirt, tie, no jacket customer-facing:full suit incl jacket and tie

STANDARDS

Standard Operating ProceduresAFM Standards Site Check

Document Control

Version Date Author LastUpdated1.0 1/07/14 VeronicaVallejo

AFMCustomerRelationsJacquelineBuxtonAFMSalesOperations

Version1.0

1 July 2014Version: 1Owner: Customer Relations Department

STANDARDSApproval & Sign OffsName Department TitleMatthewClark AFM-SalesOperations GM-SalesOperationsSigned:

SaudAbbasi AFM–Lexus GM-LexusSigned:

FatimaTomoum AFM–CustomerRelations GM-EngagementandCustomerRelationsSigned:

VladimirKnezevic AFM–CommercialVehicles GMCommercialVehiclesSigned:

JonWilliams AFM MD-AFMSigned:

STANDARDS

DefinitionsTerm DefinitionSitecheck Isaplannedanddocumentedactivitytoensurecompliancewithestablishedproceduresorapplicabledocuments,and

effectiveimplementation.Site AnAFMfacility,includingashowroom,servicecenter,partsdepartment,headoffice,PDC.Standards:

1.WelcomeStandard

2.FarewellStandard

3.GroomingStandard

4.FacilitiesStandard

5.RestroomsStandard

TheAFMWayofgreetingmustbeusedineveryinteraction.

Associatesmustprovideawarmfarewell.

Associatesmustbewell-groomedandprofessionalinappearance.

Allcustomer-facingareasmustbeclean,organizedandingoodcondition.

Customerrestroomsmustbeclean,well-equippedandtidyatalltimes.Re-inspection Ifanon-complianceisfound,arepeatinspectionwillbecarriedout.

STANDARDS

1. Purpose2. Scope3. Roles&Responsibilities4. Objectives5. AFMStandards:Sitecheck5.1 AFMStandardsSitecheck–ProcessFlow5.2 MonthlySitecheck5.3 SitecheckGuidelines5.4 PublishingofScores5.5 ResultsofSitecheck

6. Appendices6.1 ToyotaSitechecklist6.2 HINO-TMHSitechecklist

Table of Contents

STANDARDS

Position RoleSeniorManagement I. CommunicatetheAFMStandardsintheAFMStandardsRoadshow.

II. Providerecognitionofsitesthatconsistentlymeetthestandards.III. Whereasitehasfailedasitecheck:

Meetwiththesitemanager,orvisitthesitetosupportthemanagertomeetthestandardsinthenextsitecheck.

IV. Whereasitehasfailedthreesitechecksinsixmonths:ProvidefeedbackandsupporttothemanagerinthemonthlyDivisionalMeeting.

AFMStandardsTeam I. DeveloptheAFMStandardsProgramme.II. EnsureeffectiveimplementationoftheAFMStandardsProgramme.

EngagementDepartment III. InviteallassociatestoattendtheAFMStandardsRoadshow.IV. ConductmonthlysitechecksinaccordancewiththeAFMStandardsChecklist.V. Publishscoresofeachsitechecktothesitemanager.VI. PublishmonthlyleaguetableofAFMStandardsscorestoAFMgeneralmanagersandsitemanagers.VII. TakerequiredactioninresponsetositecheckscoresassetoutintheAFMStandardsSiteCheckSOP.

SiteManagers,andDepartmentManagers

I. EnsureallassociatesattendtheAFMStandardsRoadshow.II. Ensureallassociatesareawareof,andunderstandtheAFMStandards.III. EnsurethestandardsareimplementedfollowingtheRoadshow.

AFMStandardsChampion SupportsitemanagermustensurethatthesitemeetsthestandardsSiteManagers,DepartmentManagersandassociates

ComplywiththeAFMstandardsatalltimes.

1. PurposeThepurposeofthisSOPistosetouttheprocesstobefollowedwhenasitecheckisperformedtomonitorifasiteisincompliancewiththeAFMStandards.

2. ScopeThisSOPisapplicabletoalldepartmentsofAl-FuttaimMotors.

3. Roles and Responsibilities

STANDARDS4 ObjectivesToensuretheeffectiveimplementationoftheAFMStandardsbyoutliningtheprocessbywhichcompliancewiththestandardsismeasured.

5 AFM Standards: Site check5.1 AFM Standards Site check – Process Flow

STANDARDS5.2 Monthly Site checkTheEngagementDepartmentwillconductunscheduledmonthlysitecheckstoensureAFMstandardsareimplementedacrossallAl-Futtaimsites.Departmentswhicharenotcustomer-facing,suchasPDC,NSD,PDI,CRD,RetailandHeadOfficewillbeevaluatedonaquarterlybasis.InJuly,beforethefirstsitecheckiscompleted,theEngagementDepartmentwillperformtwositechecksfortrainingpurposestoensurethateachteammemberdeliversconsistentsitecheckscores.

5.3 Site Check: Guidelines

5.3.1 Completing Site Checklist

1. Ascorewillbegivenforeachofthefollowingstandards:Standard1:WelcomeStandardStandard2:FarewellStandardStandard3:GroomingStandard• TheEngagementOfficerwillrandomlyobserve5differentinteractionsbetweenaCustomerandanAssociate.• He/shewillassignone(1)pointifthestandardismet,zero(0)ifthestandardisnotmetorwriteNAifitisnon–applicable.• Thetotalscorewillbeanaverageofthecombinedindividualscores.Standard4:FacilitiesStandardStandard5:RestroomStandard• TheEngagementofficerwillvisitallcustomer-facingareasofthesite/restroomsandcheckforcompliancewiththestandardsagainstthesitecheckdocument.

• He/shewillassignone(1)pointifthestandardismet,zero(0)ifthestandardisnotmetorwriteNAifitisnon-applicable.2. NA–Nonapplicablescoreswillnotaffectthescoringsystem.3. TheaveragescoreforeachstandardwillprovideatotalAFMStandardsscore.Thisscorewillbedisplayedasa%witha100%score

indicatingthatasiteisincompletecompliancewiththestandards.

STANDARDS5.3.2 Record kept where standards are not metWhereasitefailstomeetastandard,anadditionalrecordmustbekept:I. Wherethegreetingorfarewellstandardsarenotmet,theEngagementOfficerconductingthesitecheckshould: •Notifytheassociateswhodidnotmeetthestandard. •Explainthereasonthestandardwasnotmet. •Obtaintheassociate’ssignatureonthesitechecklisttoacknowledgetheabovetwopoints.II. WheretheGroomingStandardisnotmet,theEngagementOfficerconductingthesitecheckshouldfollowtheprocesssetoutinthe

AFMGroomingStandardSOP.III. Wherethefacilitiesorrestroomsstandardsarenotmet,theEngagementOfficerconductingthesitecheckshould: •Takeapictureofthefacilitywherethestandardhasnotbeenmet. •Recordthedatethatthepicturewastaken.

5.3.3 Feedback ProvidedAsectionofcommentsbeloweachstandardwillbeaddedtowriteobservationsconcerningthesite’scompliancewiththestandard.

5.4 Publishing of Scores

5.4.1 Publishing Completed Site Checklist Acopyofthecompletedsitechecklistwillbeprovidedtothesitemanagerwithin24hoursofcompletionofthesitecheck.Ideallythiswillbeprovidedimmediatelyfollowingthesitecheck.ThememberoftheEngagementDepartmentperformingthesitecheckisresponsibleforobtainingthemanager’ssignatureonthesitechecklist.Followingthis,acopywillbeprovidedtothemanager,andtheoriginalfiledbytheEngagementDepartment.

5.4.2 League TableAleaguetablewillbecreatedmonthlybytheEngagementDepartmentforthepurposesofreviewingsiteperformance.ThetablewillbepublishedbythecloseofthesecondSundayofeachmonthto:I. DivisionalManagersII. SiteManagers

5.4.3 Performance recordsTheEngagementteamwillcentraliseallcheckrecordsandmeasuretheevolutionofeachbranchperformancemonthbymonth.

STANDARDS5.5 Results of Site Check

5.5.1 80% -100%: AchievedI. Sitesthatscore80%orhigherhavemettheAFMStandards.II. Sitesthatmaintainthisresultfor3consecutivemonthswillreceiveavisitfromtheManagingDirectororGeneralManagerinrecognitionof

thisachievement.

5.5.2 60-80%: Standards Not Met - Action RequiredI. Sitesscoring60-80%donotmeetthestandards.TheEngagementteamwillworkwiththemanagerandchampionstodevelopanaction

plantohelpthesitemeetthestandards.II. ThisactionplanwillincludementoringandcoachingbytheEngagementDepartment.III. Whereasiteconsistentlyfailstomeetastandard,escalationmayresult.

STANDARDS5.5.3 Below60%:StandardsNotMet-SignificantImprovementNeededI. Ascoreoflessthan60%isrecordedasafail.II. Themanagerwillbenotifiedoftheimprovementsneededtomeetthestandards.III. Themanagermustacttomakethenecessaryimprovementswithin48hoursofreceivingthecompletedsitechecklist.Thestandards

donothavetobemetwithin48hours,butthemanagermusttakeactiontowardsfixingtheproblemsidentifiedbytheEngagementDepartment.Forexample,submittingacapexrequesttofixacrackinawall.

IV. Are-inspectionwilltakeplacewithin2weeksoftheinitialsitecheck.Whenperformingare-inspection,theEngagementteamwillnotcompleteafullsitecheck,butwillonlycheckifthesitemeetsthestandard/sthatthesitefailedtomeet.

V. Onre-inspection,ifthesitestilldoesnotcomplywiththestandards:• Asecondfailscorewillberecorded.• EngagementwillescalatetotheGeneralManager.• TheGeneralManagerwilleitherdirectthemanagertoattendameetingatheadofficetoexplainhowshewilltakethestepsneededtomeetthestandards,orvisitthesitetoperformasitecheck.

audit scoring system

Standards achieved - RecognitionStandards not met - Action planFail - Remedy in 48 hours

Re-evaluation in 2 weeks3 fails in a 6 month period - Escalation

0-40 40-60 60-80 80+

STANDARDS6 Appendices 6.1 AFM Standards Site Checklist – ToyotaPleaserefertothelastsection[sitechecklist]6.2 AFM Standards Site Checklist – Hino - TMHPleaserefertothelastsection[sitechecklist]

site checklist

STANDARDSTOYOTA CHECKLIST

Pleaseobservedifferentinteractionsfrom5Associatesandmarkaccordingtothefollowing:Give1pointifthestandardismetMark0ifthestandardisnotmetWriteNAifitisnotapplicable

1

AFMWaygreetingisusedineveryinteraction A B C D E TotalUseofwelcomescript:“GoodMorning/afternoon/evening,welcometoToyota” 0%Customermustbegreetedwithin10secondsoftheirarrival 0%Provideawarmgreetingwithasmileintheirvoice 0%GrandTotal 0%

Comments:

2

GroomingStandards A B C D E TotalUniformmustbeclean,neatandironed 0%Associatemustwearthecompletesetofuniform 0%Namebadgewornonupperleftside 0%Useofcorrectshoestandard(blackshoes&socksformale,closedshoes/peep-toesforladies)

0%

Hairmustbeneat,clean&wellgroomed 0%Females:Hairshouldbeneatlycombedwithouthairfallingalloverthefaceincludingeyebrow

0%

Hairmustlooknaturalinappearance 0%Moustachesareacceptableiftrimmedandneatanddonotextendbelowtheupperlip 0%Facemustbecleanshavenatalltimes 0%Jewellerymustbekepttoaminimum 0%Fingernailsmustbeneatlytrimmedandmoderateinlength 0%Females:clearorneutralnailpolishandmustnotbechipped 0%GrandTotal 0%

Comments:

3

Associateprovidesawarmfarewell A B C D E TotalThankthecustomerfordoingbusinesswithus 0%Offeradditionalassistance 0%Escortthecustomertotheexitofthepremisesandassistwiththegatepassprocess 0%Wavegoodbyetoeverycustomer 0%GrandTotal 0%

Comments:

STANDARDSFACILITIES REVIEW

Pleasewalkaroundthefacilitiesandobservethefollowing:Ifyes:Give1pointifthestandardismetIfnot:Mark0ifthestandardisnotmetNA:WriteNAifitisnotapplicable

4

Allcustomer-facingareasareclean,organizedandingoodcondition Yes No NA TotalThecarparkmustbecleanandorganised 0%Sufficientparkingspacesmustbeavailableforallcustomers 0%Gardens/outdoorplantsmustbeneatandvisuallyappealing 0%Signagemustbecleanandingoodcondition 0%Directionalsignagemustbeeasytofollow 0%Mainentrancemustbeclearlymarked 0%Externalareasmustbefreeoflitter 0%Windowsandbuildingfaçademustbeclean 0%Carpet,floor,mats,steps/stairs,tilesmustbeclean 0%Carpet,floor,mats,steps/stairs,tilesmustbeingoodcondition 0%CeilingfansandACventsmustbeclean 0%CeilingfansandACventsmustbeingoodcondition 0%Furniture,includingsofas,chairs,countersmustbeclean,freeofscuffmarksandscratches 0%Furnituremustnotbedamaged 0%Fireextinguishersmustbecleanandoperational 0%Ceiling,doors,doorframes,wallsmustbeclean,freeofdustandscratches 0%Ceiling,doors,doorframes,wallsmustbeingoodcondition 0%Blinds,windowglass,windowframesandwindowsillsmustbeingoodcondition 0%Blinds,windowglass,windowframesandwindowsillsmustbeclean 0%Rubbishbinsarenotoverflowingandmustbehiddenfromcustomerview 0%Customer-facingareasmustbefreeofcluttersuchassparespecstandsandcleaningequipment 0%Pantrysinkandbenchspacemustbeclean,hygienicandfreeofclutter 0%Pantrysinkandbenchspacemustbeingoodconditionwithnodamagetosurfacesorruststains 0%Cutlery,platesandcupsmustbeclean 0%Cutlery,platesandcupsmustbeinverygoodconditionandhaveasuitabledesign 0%Pantryfloormustbeclean 0%Pantryfloormustbeingoodcondition 0%Pantrycupboardsanddrawersmustbeclean,insideandout 0%Pantrycupboardsanddrawersmustbeingoodcondition 0%Pantrylightingmustbeoperational 0%Pantrylightingmustbeclean 0%Pantryceiling,ACventsandwallsmustbecleanandfreeofscratchesanddust 0%Pantryceiling,ACventsandwallsmustbeingoodcondition 0%GrandTotal 0%

Comments:

STANDARDSRESTROOMS REVIEW

5

Customerrestroomsmustbeclean,well-equippedandtidyatalltimes Yes No NA Total

Ahighstandardofcleanliness&odour 0%

Handtowels-clothorpapertowelsmustbeprovided 0%

Soapdispensermustbeavailable 0%

Toiletpapermustbeavailableineverystall 0%

Cleaningequipmentmustnotbevisibletothecustomer 0%

Checksheetclearlymentionsthescheduleofcleaning 0%

Trashcansmustbeemptied 0%

Counterandsinkmustbeclean 0%

Counterandsinkmustbeingoodconditionwithnocracksorruststains 0%

Mirrorsmustbeclean 0%

Mirrorsmustbeingoodconditionwithnocracksordiscolouration 0%

Cabinetsanddrawersmustbecleananduncluttered 0%

Cabinetsanddrawersmustbeingoodconditioninsideandoutside 0%

Floormustbeclean,includinggroutingbetweentiles 0%

Floormustbeingoodcondition 0%

Walls,doors,partitionsmustbeingoodconditionwithnodamagetopaint,wood,ortiles 0%

Walls,doorsandpartitionsmustbeclean 0%

Alllightsmustbecleanandoperational 0%

CeilingandACventsmustbeingoodcondition 0%

CeilingandACventsmustbecleananddust-free 0%

GrandTotal 0%

Comments:

STANDARDS

audit scoring system

Standards achieved - RecognitionStandards not met - Action planFail - Remedy in 48 hours

Re-evaluation in 2 weeks3 fails in a 6 month period - Escalation

0-40 40-60 60-80 80+

STANDARDS HINO CHECKLIST

Pleaseobservedifferentinteractionsfrom5Associatesandmarkaccordingtothefollowing:Give1pointifthestandardismetMark0ifthestandardisnotmetWriteNAifitisnotapplicable

1

AFMWaygreetingisusedineveryinteraction A B C D E Total

Useofwelcomescript:“GoodMorning/afternoon/evening,welcometoHino/ToyotaMHE” 0%

Customermustbegreetedwithin10secondsoftheirarrival 0%

Provideawarmgreetingwithasmileintheirvoice 0%

GrandTotal 0%

Comments:

2

GroomingStandards A B C D E Total

Uniformmustbeclean,neatandironed 0%

Associatemustwearthecompletesetofuniform 0%

Namebadgewornonupperleftside 0%

Useofcorrectshoestandard(blackshoes&socksformale,closedshoes/peep-toesforladies) 0%

Hairmustbeneat,clean&wellgroomed 0%

Females:Hairshouldbeneatlycombedwithouthairfallingalloverthefaceincludingeyebrow 0%

Hairmustlooknaturalinappearance 0%

Moustachesareacceptableiftrimmedandneatanddonotextendbelowtheupperlip 0%

Facemustbecleanshavenatalltimes 0%

Jewellerymustbekepttoaminimum 0%

Fingernailsmustbeneatlytrimmedandmoderateinlength 0%

Females:clearorneutralnailpolishandmustnotbechipped 0%

GrandTotal 0%

Comments:

3

Associateprovidesawarmfarewell A B C D E Total

Thankthecustomerfordoingbusinesswithus 0%

Offeradditionalassistance 0%

Escortthecustomertotheexitofthepremisesandassistwiththegatepassprocess 0%

Wavegoodbyetoeverycustomer 0%

GrandTotal 0%

Comments:

STANDARDSFACILITIES REVIEWPleasewalkaroundthefacilitiesandobservethefollowing:Ifyes:Give1pointifthestandardismetIfnot:Mark0ifthestandardisnotmetNA:WriteNAifitisnotapplicable

4

Allcustomer-facingareasareclean,organizedandingoodcondition Yes No NA TotalThecarparkmustbecleanandorganised 0%Sufficientparkingspacesmustbeavailableforallcustomers 0%Gardens/outdoorplantsmustbeneatandvisuallyappealing 0%Signagemustbecleanandingoodcondition 0%Directionalsignagemustbeeasytofollow 0%Mainentrancemustbeclearlymarked 0%Externalareasmustbefreeoflitter 0%Windowsandbuildingfaçademustbeclean 0%Carpet,floor,mats,steps/stairs,tilesmustbeclean 0%Carpet,floor,mats,steps/stairs,tilesmustbeingoodcondition 0%CeilingfansandACventsmustbeclean 0%CeilingfansandACventsmustbeingoodcondition 0%Furniture,includingsofas,chairs,countersmustbeclean,freeofscuffmarksandscratches 0%Furnituremustnotbedamaged 0%Fireextinguishersmustbecleanandoperational 0%Ceiling,doors,doorframes,wallsmustbeclean,freeofdustandscratches 0%Ceiling,doors,doorframes,wallsmustbeingoodcondition 0%Blinds,windowglass,windowframesandwindowsillsmustbeingoodcondition 0%Blinds,windowglass,windowframesandwindowsillsmustbeclean 0%Rubbishbinsarenotoverflowingandmustbehiddenfromcustomerview 0%Customer-facingareasmustbefreeofcluttersuchassparespecstandsandcleaningequipment 0%Pantrysinkandbenchspacemustbeclean,hygienicandfreeofclutter 0%Pantrysinkandbenchspacemustbeingoodconditionwithnodamagetosurfacesorruststains 0%Cutlery,platesandcupsmustbeclean 0%Cutlery,platesandcupsmustbeinverygoodconditionandhaveasuitabledesign 0%Pantryfloormustbeclean 0%Pantryfloormustbeingoodcondition 0%Pantrycupboardsanddrawersmustbeclean,insideandout 0%Pantrycupboardsanddrawersmustbeingoodcondition 0%Pantrylightingmustbeoperational 0%Pantrylightingmustbeclean 0%Pantryceiling,ACventsandwallsmustbecleanandfreeofscratchesanddust 0%Pantryceiling,ACventsandwallsmustbeingoodcondition 0%GrandTotal 0%

Comments:

STANDARDSRESTROOMS REVIEW

5

Customerrestroomsmustbeclean,well-equippedandtidyatalltimes Yes No NA Total

Ahighstandardofcleanliness&odour 0%

Handtowels-clothorpapertowelsmustbeprovided 0%

Soapdispensermustbeavailable 0%

Toiletpapermustbeavailableineverystall 0%

Cleaningequipmentmustnotbevisibletothecustomer 0%

Checksheetclearlymentionsthescheduleofcleaning 0%

Trashcansmustbeemptied 0%

Counterandsinkmustbeclean 0%

Counterandsinkmustbeingoodconditionwithnocracksorruststains 0%

Mirrorsmustbeclean 0%

Mirrorsmustbeingoodconditionwithnocracksordiscolouration 0%

Cabinetsanddrawersmustbecleananduncluttered 0%

Cabinetsanddrawersmustbeingoodconditioninsideandoutside 0%

Floormustbeclean,includinggroutingbetweentiles 0%

Floormustbeingoodcondition 0%

Walls,doors,partitionsmustbeingoodconditionwithnodamagetopaint,wood,ortiles 0%

Walls,doorsandpartitionsmustbeclean 0%

Alllightsmustbecleanandoperational 0%

CeilingandACventsmustbeingoodcondition 0%

CeilingandACventsmustbecleananddust-free 0%

GrandTotal 0%

Comments:

STANDARDS

audit scoring system

Standards achieved - RecognitionStandards not met - Action planFail - Remedy in 48 hours

Re-evaluation in 2 weeks3 fails in a 6 month period - Escalation

0-40 40-60 60-80 80+

launch plan

STANDARDS

AFM Standards – Launch Plan

Document Control

Version Date Author LastUpdated1.0 1/07/14 JacquelineBuxton

AFMSalesOperationsVersion1.0

DefinitionsTerm DefinitionStandard Somethingusedasameasure,norm,ormodelincomparativeevaluations.Cleanliness Toensurethereisnodirt,dust,stainsorbadodours.Grooming Tofocusonhowneatandtidyapersonshouldbe.Site AnAFMfacility,includingashowroom,servicecenter,partsdepartment,headoffice,PDC.SiteCheck VisitbytheEngagementTeamtoconductasitechecktomonitorthesite’scompliancewiththeAFMStandards.

STANDARDS

1. Introduction

2 RolesandResponsibilities

3 LaunchofAFMStandards3.1 LaunchPlan-ProcessMap3.2 SupportingMaterials3.3 AFMStandards–Planfor20143.4 AFMStandardsProgramme

4 Appendices:AFMStandards4.1 Standard1:TheAFMWayofgreetingisusedineveryinteraction4.2 Standard2:Associatesmustprovideawarmfarewell4.3 Standard3:Associatesarewell-groomedandprofessionalinappearance4.4 Standard4:Allcustomer-facingareasareclean,organisedandingoodcondition4.5 Standard5:Customerrestroomsareclean,well-equippedandtidyatalltimes

Table of Contents

STANDARDS1. IntroductionAl-FuttaimMotorsisthenumberoneautomotivecompanyintheUAE.Asnumberone,itisimportantthatourcustomersfeellikewearenumberone.TheAFMStandardshavebeenintroducedtoensurethatthecustomerjourneydeliveredineveryAFMsiteisconsistentlyoutstanding.Thepurposeofthestandardsis:I. ToclearlycommunicatewhatisexpectedofeveryAFMAssociate.II. Toensurethatallassociateshaveprideinthemselvesandtheirplaceofwork.III. Tosupportcareerdevelopmentandgoalachievement.

ThisLaunchPlanintroducestheAFMStandardsandoutlinestherolesandresponsibilitiesassociatedwiththeStandardsprogramme.

TheStandardsapplytoallassociatesofAl-FuttaimMotors.

STANDARDS2. Roles and Responsibilities

Position RoleSeniorManagement I. CommunicatetheAFMStandardsintheAFMStandardsRoadshow.

II. Providerecognitionofsitesthatconsistentlymeetthestandards.III. Whereasitehasfailedasitecheck:

Meetwiththesitemanager,orvisitthesitetosupportthemanagertomeetthestandardsinthenextsitecheck.IV. Whereasitehasfailedthreesitechecksinsixmonths:

ProvidefeedbackandsupporttothemanagerinthemonthlyDivisionalMeeting.AFMStandardsTeam I. DeveloptheAFMStandardsProgramme.

II. EnsureeffectiveimplementationoftheAFMStandardsProgramme.EngagementDepartment I. InviteallassociatestoattendtheAFMStandardsRoadshow.

II. ConductmonthlysitechecksinaccordancewiththeAFMStandardsChecklist.III. Publishscoresofeachsitechecktothesitemanager.IV. PublishmonthlyleaguetableofAFMStandardsscorestoAFMgeneralmanagersandsitemanagers.V. TakerequiredactioninresponsetositecheckscoresassetoutintheAFMStandardsSiteCheckSOP.

Sitemanagers,and

departmentmanagers

I. EnsureallassociatesattendtheAFMStandardsRoadshow.II. Ensureallassociatesareawareof,andunderstandtheAFMStandards.III. EnsurethestandardsareimplementedfollowingtheRoadshow.

AFMStandardsChampion Supportsitemanagertoensurethatthesitemeetsthestandards.Sitemanagers,departmentmanagersandassociates

ComplywiththeAFMstandardsatalltimes.

STANDARDS3 Launch of AFM Standards3.1 Launch Plan - Process Map

July aug sep2014 2015

oct nov dec

Wave 1roadshow

“basics”Wave 2launch

engagement team support

1stbranchcheck

monthlybranchcheck

• Champions Nomination• AFM Standards Guidebooks, leaflets and SOP’s delivered to associates

league table released2nd week of the month

monthlybranchcheck

self - assessment

STANDARDS STANDARDS

STANDARDS3.2 Supporting Materials

3.2.1 AFM Standards Master BookEachSiteManagerwillbeissuedanAFMStandardsMasterBookcontaining:I. ThefiveAFMStandardslaunchedduringtheRoadshow.II. Picturesshowinghowallassociatesatthesiteshouldbepresented.III. Thechecklistthatwillbeusedtomeasurecompliancewiththestandards.IV. AFMStandardsPlannerV. TheSOP’sassociatedwiththeAFMStandards.

Themasterbookwillbeupdatedwiththelaunchofeachnewstandard.

3.2.2 AFM Standards Flashcard BookletEachassociatewillbeissuedanAFMStandardsFlashcardBookletcontainingthefiveAFMStandardstobelaunchedduringtheRoadshow.Theflashcardbookletwillbeupdatedwiththelaunchofeachnewstandard.

3.2.3 iGrowInthefuture,thesecondwaveofstandardssupportingcompliancewillbemadeavailableoniGrow.

STANDARDS3.3 AFM Standards – Plan for 2014

3.3.1 Wave 1 LaunchTheAFMStandardsareeffectiveateachAFMsiteimmediatelyfollowingtheRoadshowpresentation.Fromthatdate,thesitemanagerisresponsibleforcommunicatingandimplementingthestandards.

3.3.2 IdentificationofAFMStandardsChampionsFollowingtheRoadshow,theEngagementDepartmentwillcontactthesitemanagertosupportinselectingachampionforthatsite.Thechampionisresponsibleforsupportingthemanagertocommunicateandimplementthestandards.Largersitesmayhavemorethanonechampion.

3.3.3 Self-AssessmentFollowingtheRoadshow,theEngagementDepartmentwillvisiteachsitetoconductonesitecheckwiththemanagerandchampion.ThepurposeofthissitecheckistoshowmanagershowEngagementwillmeasurecompliancewiththestandards,andtoteachthemanagerhowtoconducthis/herowndailysitecheck.ThescoreofthissitecheckwillbepublishedtothemanagerbutwillnotberecordedbytheEngagementteam.

3.3.4 Site ChecksFrom1stSeptember,officialsitecheckswillstartinaccordancewiththeAFMStandardsSiteCheckSOP.

3.3.5 Review of the AFM StandardsInNovember,theAFMStandardsTeamwillreviewthestandardsprogramme.I. Thereviewwillincludeanopportunityforallassociatestoprovidefeedbackontheprogramme,andthestandardsthemselves.II. Ifimprovementsarerequired,thesewillbemade.

3.3.6 Wave 2 LaunchInDecember,asecondsetofstandardswillbelaunched.Sitemanagerswillberesponsibleforcommunicatingandimplementingthesestandardsimmediatelyfollowingthelaunch.TheEngagementteamwillconductasecondself-assessmentcheckwiththemanagerandchampions,tohelpthemunderstandthenewstandards.

STANDARDS3.4 AFM Standards Programme

3.4.1 Daily Site CheckAdailysitecheckshouldbeperformedatleastonceadaybythesitemanagertoensurecompliancewithfacilitiesandgroomingstandards.

3.4.2 Monthly self-assessment using Site ChecklistAtleasteverymonth,thesitemanagershouldperformaself-assessmentusingtheSiteChecklist.I. TheAFMStandardsChecklistshouldbeusedbytheassociateperformingthecheck.II. Ifthesitemanagerdoesnotcompletethechecklist,thentheresultsofthesitecheckmustbeshowntothemanager

immediatelyafterthecheckisfinished.III. Afterthesitecheckisfinished,themanagerand/orchampionsmust:

• Identifyareasofimprovement.• Recordtheminwriting.• Communicatetothesitemanager(ifthemanagerdidnotrecordthem).• Takeactiontomakethoseimprovementswithin24hours.

3.4.3 Standard of the MonthFromthestartofNovember,sitemanagersshouldnominateaStandardoftheMonth.I. TheStandardoftheMonthwillbepublishedinaprominentareaofthesite,awayfromthecustomer’sview.II. Thesitemanagerisresponsibleforactivelypromotingthisstandardtohelpthesitemeetthestandard.Themanagershould

focusonthestandardinthemorningmeetinganddailysitecheck.

3.4.4 Monthly Site Check by Engagement TeamTheEngagementteamwillconductamonthlySiteChecktomonitoreachsite’scompliancewiththeAFMStandard.Thecompletedsitechecklistandscorewillbegiventothemanagerwithin24hours.ThescoreachievedwilltriggeraresponsebytheEngagementteam.RefertotheAFMStandardsSite,checkSOPfordetailsofthesitecheckscoresandtheoutcomeofeachscore.

3.4.5 League TableTheoverallscoreofeachsitewillbepublishedmonthlyinaleaguetable.ThiswillbedistributedtoallsitemanagersandAFMgeneralmanagers.

STANDARDS3.4.6 Results of AFM Site Check RefertotheAFMStandardsSiteCheckSOPI. 80%-100%: Achieved

• Sitesthatscore80%orhigherhavemettheAFMStandards.• Sitesthatmaintainthisresultfor3consecutivemonthswillreceiveavisitfromtheManagingDirectororGeneralManagerinrecognitionofthisachievement.

II. 60-80%:StandardsNotMet-ActionRequired• Sitesscoring60-80%donotmeetthestandards.TheEngagementteamwillworkwiththemanagerandchampionstodevelopanactionplantohelpthesitemeetthestandards.

III. Below60%:StandardsNotMet-SignificantImprovementNeeded• Ascoreoflessthan60%isrecordedasafail.• Themanagerwillbenotifiedoftheimprovementsneededtomeetthestandards.• Themanagermustacttomakethenecessaryimprovementswithin48hoursofreceivingthecompletedsitechecklist.Thestandardsdonothavetobemetwithin48hours,butthemanagermusttakeactiontowardsfixingtheproblemsidentifiedbytheEngagementteam.

Forexample,submittingacapexrequesttofixacrackinawall.• Are-inspectionwilltakeplacewithin2weeksoftheinitialsitecheck.• Onre-inspection,ifthesitestilldoesnotcomplywiththestandards:i.Asecondfailscorewillberecorded.ii.EngagementwillescalatetotheGeneralManager.iii.TheGeneralManagerwilleitherdirectthemanagertoattendameetingatheadofficetoexplainthenextstepsneededtomeetthestandards,orvisitthesitetoperformasitecheck.

IV. Below60%3timesin6months• Whereabranchscoresbelow60%3timesin6months,theEngagementteamwillescalatetoseniormanagement.i.ThesitemanagerwillberequiredtoattendtheDivisionalMeetingtopresentanactionplanandensurethesitemeetsthestandards.ii.Disciplinaryactionmayresult.

STANDARDS

3.47 Individual AccountabilityTheAFMStandardsProgrammemeasurestheperformanceofeachAFMsiteagainstthestandards;howeverthesitemanagerhastheoverallresponsibilityforensuringthesitemeetsthestandards.Associateswhoconsistentlyfailtomeetthestandardswillalsobeheldaccountableanddisciplinaryactionmayresult.Forexample,ifanassociatedoesnotmeetthegroomingstandard,thesitemanagermustmakearecordeachtimeanassociatefailstomeetthegroomingstandard.Ifanassociatefails3timesin6months,disciplinaryactionwillresult.PleaserefertoGroomingStandardsSOP.

audit scoring system

Standards achieved - RecognitionStandards not met - Action planFail - Remedy in 48 hours

Re-evaluation in 2 weeks3 fails in a 6 month period - Escalation

0-40 40-60 60-80 80+

STANDARDS4 Appendices: AFM Standards4.1 Standard 1: The AFM Way of Greeting must be used in every interaction

• Greetcustomerswiththefollowingscript:GoodMorning/Afternoon/Evening,welcometoToyota/HINO-ToyotaMHE.• Inacombinedshowroom,use‘WelcometoAl-FuttaimMotors’.• Greetwithin10secondsofarrival.• Alwaysextendawarmgreetingandmakeeyecontact.• Smileanduseawelcomingtone.

4.2 Standard 2: Associate must provide a warm farewellAssociatesmust:

• Thankthecustomerfordoingbusinesswithus.• Offeradditionalassistance.• Escortthecustomertotheexitofthepremises.• Wavegoodbyetoeverycustomer.

STANDARDS4.3 Standard 3: Associates must be well-groomed and professional in appearance. RefertoGroomingSOP

4.3.1 Dress Code: I. Thecompanyuniformmustbecleanandironed.II. Thenamebadgemustbewornontheleftside.III. Topbuttonofshirtmustbefastenedwhenwearingatie.IV. Shirtsmustbeneatlytuckedandsleevesmustnotberolledup.V. Moderatedailyuseofmildbodyfragranceoranti-perspirantiscompulsory.VI. Hats/capsmustnotbeworn.

4.3.2 Dress Code: ShoesI. Mustbepolishedatalltimes.II. Blackshoes,socksandbelt.III. Professionalinstyle;closedshoes/peeptoesareacceptable.IV. Useofsafetyshoeswhererequired.V. Closedpolishedshoes/peeptoesareacceptable.

4.3.3 Dress Code: HairI. Clean,neatlycombedandanatural-lookingcolour.II. Cleanshavenorneatlytrimmedmoustache/beard.

4.3.4 Dress Code: Jewellery I. Jewelleryandhairaccessoriesmustbekepttoaminimum.

STANDARDS4.4 Standard 4: All customer-facing areas must be clean, organised and in good condition I. Averyhighstandardofpresentationandcleanlinessmustbemaintainedinallareasvisibletothecustomer:II. Thereshouldbenovisibledamage.III. External:

• Thecarparkmustbecleanandorganized.• Sufficientparkingspacesmustbeavailableforallcustomers• Gardens/outdoorplantsmustbeneatandvisuallyappealing• Signagemustbecleanandingoodcondition• Directionalsignagemustbeeasytofollow• Themainentrancemustbeclearlymarked• Windowsandbuildingfaçademustbeclean

IV. Internal:• Floors,matsandcarpetsmustbecleanandingoodcondition• Allfurnituremustbecleanandingoodcondition• Thereshouldbenobrokentiles• Alllightsmustbeoperational• Nodamage,marksordustonwallsorceilings• Pantrymustbeclean,hygienicandfreeofclutter

4.5 Standard 5: Customer restrooms must be clean, well-equipped and tidy at all timesI. Ataminimumallrestroomsmusthave:

• Ahighstandardofcleanliness• Functionalequipment• Facilitiesingoodcondition• Regularchecksconductedandrecorded• Acleanodour

• Handtowels• Soapdispenser• Toiletpaperavailableineverystall• Cleaningequipmenthiddenfromcustomers