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Sleeping on duty
Depending on how seriously you view sleeping on duty, the code of conduct guidelines of several sites may differ slightly. Some sites have a zero tolerance approach and their code of conduct notes "Dismissal" as the sanction for a first offence. Other sites may allow one or two warning letters before dismissal.
Whichever approach you use, here is a case study to consider:
The site received a complaint from a customer who had stopped at the forecourt the previous night. No attendant or cashier was available, they were all sleeping. The customer requested the security guard to wake them up, which he tried, but they "refused". The customer drove off and lodged a complaint the next day.
The Fuel Retailer is now faced with a difficult task. His code of conduct stipulates a "final warning letter" for a first offence and "disciplinary hearing with possible dismissal" for a second offence.
Labour guidelines stipulate that you should apply fair and consistent sanctions for similar offences. That implies that all 4 employees need to be disciplined in the same way i.e. final written warning. However, there may be mitigating or aggravating circumstances that could result in one or more employees receiving a harsher sanction. E.g. one employee may have valid warning letters on file already and therefore could be called for a disciplinary hearing.
BEST PRACTICE: One tip you could consider is to group all disciplinary actions under either "misconduct" or "negligence". E.g. if an attendant gives poor service, mixes fuel and sleeps on duty on 3 different occasions. You might charge him on those 3 separate occasions under negligence as follows:
You are charged with negligence in that you failed to provide full service to a customer
You are charged with negligence in that you failed to confirm the customers instruction and failed to check the fuel cap on the vehicle
You are charged for negligence in that you failed to give your full attention and efforts on duty OR failed to follow health & safety policy while on duty
Or perhaps under misconduct as follows:
You are charged for misconduct in that you gave poor service
You are charged with misconduct in that you filled a vehicle with the wrong fuel
You are charged for misconduct in that you slept while on duty
In this case, misconduct charges may be easier to state, but it may be easier to prove negligence. You may need to prove intent for misconduct, but you only need to prove the "absence of something" for negligence. Whichever works for you, please share your thoughts.
What would you do in this case? Share your thoughts on this anonymous survey and we'll publish the results next week. Click HERE - only 1 question to answer.
In this video the customer walks out the store, slips and falls. There appears to be a wet floor sign. A bit later another customer returns and takes a photo of the area.
Wet Floor Video - consider the following:
If the floor is wet, one sign may not be enough to indicate to customers what area to avoid
The sign should be placed over the wet area not next to it
Even if the sign is there some customers may just think it's a yellow thing in their way and not necessarily a warning sign
In this case, it isn't clear if the floor is wet (although you can see the floor cleaner in teh top right of the screen), if the tiles are very slippery the owner should place a rubber mat over the area
ANOTHER EXCELLENT TIP from a Fuel Industry Friend:
Last week we published a post on clipboards and how to use them in conjunction with the 20 second rule. We received another excellent tip from Chris Vorwerk who noted the following:
"I have used the 5S strategy and visual management with a number of manufacturing enterprises. In addition to the hook for the clipboard create a shadow outline based on Stage 2 - Set in order or Straighten: Position and store things so that they are easily accessible.
And I would add one more thing which I saw in the shadow boards of an automotive component manufacturing company in PMB, KZN. Within the spray painted shadow was a little question in white, “Where is it?” So if the tool wasn’t there the next step was to return it to its rightful place. The team leaders used that as a critical element of forcing the 5S discipline."
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