MAB FACILITIES MANAGEMENT LLC

MYSTERY SHOPPING PROCEDURE

DOC. REF. NO. REVISION / ISSUE DATE PAGE

1 OF 5

RECORD OF AMENDMENT Issue A Revision No 01 Date of Revision 04.12.2013 Nature of Revision Issued for implementation

QHSE Management System

REVISION / ISSUE DATE PAGE 2 OF 5 CONTENTS 1 2 3 4 5 6 7 8 PURPOSE SCOPE DEFINITIONS & ABBREVIATIONS RESPONSIBILITIES PROCESS REFERENCES / RELATED DOCUMENTS PROCESS MONITORING RECORDS QHSE Management System . REF.MAB FACILITIES MANAGEMENT LLC MYSTERY SHOPPING PROCEDURE DOC. NO.

2. 1. b. The purpose of this procedure is to gather information regarding MAB Facilities Management services from the perspective of service recipients by having trained mystery shoppers pretend to be prospective customers. QHSE Management System .1. watchdog organizations. Scope This procedure applies to all MAB FM service deliverables in the projects. Mystery shopping or mystery consumer A tool used externally by market research companies. c. b. Customer Service Experience Handling Customer Complaints Shopping Experience Service Delivery 3. Responsibilities 4. registering complaints or behaving in a certain way.3. 2. Purpose 1.1. NO. and then provide detailed reports or feedback about their experiences. Definitions and Abbreviations a. Determining and improving the level of performance and professionalism of employees responsible for providing services in the organization. or to gather specific information about products and services. REVISION / ISSUE DATE PAGE 3 OF 5 1. 4. 4. REF. d. or compliance with regulation.2. Operations shall improve the level of services provided. MST Mystery Shopper Team 4. or internally by companies themselves to measure quality of service. The top management shall assign Mystery Shopper Team to periodically and continuously review and evaluate services and processes in an objective manner. This limited not only to: a. in order to evaluate and improve MAB service delivery.MAB FACILITIES MANAGEMENT LLC MYSTERY SHOPPING PROCEDURE DOC. Mystery shoppers perform specific tasks such as asking questions.

REF. evaluation and review process. REVISION / ISSUE DATE PAGE 4 OF 5 5.MAB FACILITIES MANAGEMENT LLC MYSTERY SHOPPING PROCEDURE DOC. Objective Identifying Services to be evaluated. Mystery Shopping planning. Identifying Major Criteria to be evaluated Preparing Evaluation Forms & Evaluation Scenarios Mystery shopping form MST selection / training Mystery Shopping Implementation Data Analysis A Review the CAPA Assess the evaluation report & develop CAPA QHSE Management System .1. implementation. NO. Methodology 5. A Setting the Project`s Goal.

2. Such as: a. 6. REF. First : Classifying the evaluation form questions according to major identified criteria. d. Assessment of the evaluation report & CAPA plan.1. Third : Evaluating the level of services for each criterion based on the evaluation form answers & mystery shoppers comments in order to determined strength and areas requiring improvement. Identifying facilities and resources that MAB could provide.3.2.NO MONITORING BRIEF MONITORING CRITERIA RESPONSIBILITY FREQUENCY REFERENCE DOC 8. Selecting the employee/staff responsible for solving or improving these points. c. leading to developing the corrective actions and the correspondent recommendations. the same mystery shopping mechanisms are repeated following the same steps above. Second : Distributing evaluation points regarding criteria & questions 5. Records   Mystery Shopping Form Objective Form QHSE Management System . Within reasonable time period after implementing CAPA. Implementing urgent corrective actions. REVISION / ISSUE DATE PAGE 5 OF 5 5. b.2. NO. 5. References/Related Documents ISO 9001:2008 7. Determining the causes of the problems. Process Monitoring SL. Operations manager & MST will discuss strengths and areas requiring improvement. Developing a corrective actions plan.3.MAB FACILITIES MANAGEMENT LLC MYSTERY SHOPPING PROCEDURE DOC. 5. according to priority points that have been identified. leading to reductions in quality standard during service provision. e. Data Analysis Methodology 5. if necessary.2.2.

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