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WILBERT

CSR REVIEW WITH USP PROVISIONS

2012

(Revised 10/23/12)

Observations:

  • Past system allowed for interpretation of condition of items being reviewed.Current system will utilize a specific USP model meaning “It has to look like this or it is not a Wilbert USP set-up.”
  • Past system had too many items included in each scoring category.
  • Past system allowed for “value added on items” to compensate for basic points missed.
  • Past system did not accommodate regional guidelines/FH preference such as no tent, chairs or WW. If the equipment was not displayed, the USP designation could not be earned.
  • Past system allowed for varying degrees of USP. Current system does not differentiate between a low USP and a high USP.
  • Past system allowed licensees to achieve USP with the use of tents and chair covers in colors other than blue, and the omission of the “Wilbert” name from the truck. The new system places a value on “Wilbert Branding”. The USP designation can still be achieved with some branding items missing, but no other points in the category can be missed.
  • Past system allowed a USP rating regardless of plant conditions and manufacturing specifications. New scoring system will implement a “pass” or “no pass” based on the following fundamental standards: Each Wilbert Licensee shall maintain its business operation in a manner which reflects well on the Wilbert trademark. That means that Licensees' facilities shall be clean, well maintained, adhere to the Wilbert Specifications and have no default issues which could be detrimental to the integrity of the intended purpose of the product and satisfy local health and public safety requirements.

TENTS

MAXIMUM 10 POINTS

REQUIREMENT(s): Minimum of one tent* in pristine condition and must include all of the following characteristics:

  1. Clean: Free of dirt and stains.

Weight = 2pts.

  1. Condition:Free of any holes and tears larger than 1/8 inch in diameter. Trim edge of tent top must be free

of frays.

Weight = 2pts.

  1. Straps:Free of loose or unsecured straps.

Weight = 1pt.

  1. Poles: Wiped clean and in good condition. Built up

or flaking rust or dirt is unacceptable.

Weight = 1pt.

5. Tie Downs: Tie downs on each and every pole. (Exception:

where safety of others is jeopardized.)

Weight = 1pt.

6. Safety Caps:Safety caps on all tent stakes.

Weight =1pt.

7. Names and Logos:Wilbert logo and/or name of funeral home or

availability to include funeral home name on

request.

Weight = 1pt.

8. Side Curtains and

Extensions:Enough material on board to fully enclose all

areas of the service where family or casket/vault

may be affected by weather conditions including

but not limited to: direct sunlight, wind, rain,

snow, hail. Weight = 1pt.

*Automatic deduct of 2 points if not Wilbert Blue in color.

CHAIRS

MAXIMUM 10 POINTS

REQUIREMENTS: Minimum of 10 chairs* and must include all of the following characteristics:

  1. Covers:Chair Covers(if used) must touch ground and cover chair legs completely.

Weight = 2pts.

  1. Matching:All chairs** / and or chair covers** (if used) must be of the same shade andcondition.

Weight = 2pts.

  1. Clean:Chairs / Covers (if used) must be free from dirt and stains.

Weight = 2pts.

  1. Condition:Chairs / Covers (if used) must be free from
    unsightly rust, holes and tears.

Weight = 2pts.

  1. Wilbert Chair Logo:Wilbert “W” or “Wilbert” on chair backs Chairs or Covers***

Weight = 1pt.

6. Spacing:Chairs must be spaced uniformly and

provide adequate personal space.

Weight = 1pt.

Exception to CHAIR REQUIREMENTS: Chairs that are purchased and maintained to be used without covers: Example: White Plantation Chairs.

Such chairs must equal requirements of chairs with covers and must all:

  1. Match
  2. Be free from dirt and stains
  3. Be in “like new” condition at all times
  4. Paint and / or stain mustnot be chipped or faded.
  5. Spaced as noted above.

*-1 for each chair count less than ten (Example: 8 chairs= -2)

**Automatic deduct of 2 points if not Wilbert Blue in color.

*** White Plantation style chairs exempt

GREENS

MAXIMUM 10 POINTS

REQUIREMENTS: Greens must include all of the following characteristics:

  1. Clean:Free of all dirt and stains.

Weight = 2pts.

  1. No Holes And Tears:Free from holes and tears regardless of size.

Weight = 2pts.

  1. No Frayed Edges:Free of frayed edges or torn edge banding.

Weight = 1pt.

  1. Match:All greens must match in color and wear

condition. Color and condition of dirt mound

greens as well as T-greens must match main service greens.

Weight = 2pts.

  1. Coverage:Greens must cover entire service area under

tent(s) including additional surfaces that lie

beneath additional tents or tent extensions.

No exposed planking is allowed.

Weight = 1pt.

  1. Dirt Mound: Complete coverage of a dirt mound is required.

In circumstances where the dirt mound has been

removed, greens are required under the vault cover.

Weight = 2pts.

WILBERTWAY

MAXIMUM 10 POINTS

REQUIREMENTS: WilbertWays must include all of the following characteristics:

  1. Clean:Must be wiped down prior to each service.

Free of any and all dirt, road grime, grease, fingerprints, smears and water spots, etc., regardless of how conspicuous or

inconspicuous.

Weight = 2pts.

  1. Condition:All components must be free of rust, corrosion,

and chipped or flaking plating and coatings.

Weight = 1pt.

  1. Cables:Cables must be in a safe operating condition free

from frays, kinks, corrosion and rust.

Weight = 2pts.

  1. No Damage:Must be free from damage due to transport,

wear and tear, or age of device.

Weight = 1pt.

  1. Crank Handle/stored/Must be out of plain sight and out
    out of sightof non-funeral professionals.

Weight = 1pt.

  1. Level:Must be set perfectly level in all directions.

Weight = 1pt.

  1. High Buffed or

High Polished:Depending on the finish of the device, the

WilbertWay must be either highly buffed or

highly polished.

Weight = 2pts.

CASKET LOWERING DEVICE

MAXIMUM 10 POINTS

REQUIREMENTS: Casket Lowering Device must include the following characteristics:

  1. Clean:Must be wiped down prior to each service and

free of any dirt, road grime, grease, fingerprints, smears, and water spots, etc., regardless of how conspicuous or inconspicuous.

Weight = 2pts.

2. Safety Device:All CLD’s must include either stainless steel

or chrome safety chains; stainless steel,

chromed, or aluminum safety bars/safety strap.

Weight = 2pts.

3. Placers:Placers must be free of corrosion and/or

rust. Flaking of plated components are not

acceptable.

Weight = 1pt.

4. Straps:Straps must be clean and free of

frays, damaged edges, holes and tears.

Weight = 1pt.

5. High Buffed or

High Polished:Depending on the finish of the device, the

CLD must be either highly buffed or

highly polished.

Weight = 2pts.

6. Rollers:Main casket roller as well as rollers on

placers must be in sound condition and wiped

to a shiny black finish.

Weight = 1pt.

7.Condition:CLD must be free of damage whether from wear, tear or truck storage and transportation. Dentsand deep scratches are not acceptable.

Weight = 1pt.

VAULT

MAXIMUM 10 POINTS

REQUIREMENTS: Wilbert lined burial vaults must include the following characteristics: NOTE: Use of a damaged or otherwise condemnable vault will result in a score of "0" for this category in its entirety!

  1. Butyl Tape:Correct application and use of butyl tape as specified in the Wilbert Manufacturing

Specifications Manual.

Weight = 1pt.

  1. Required Liner:The vault shall utilize the required liner per

the Wilbert Manufacturing Specifications Manual.

Weight = 1pt.

  1. Clean Liner:Liners must be clean and free of debris, dust and

water. Liner must be wiped clean with Wilbert liner cleaner or equivalent.

Weight = 1pt.

  1. Liner Free Of Defects:Liner must be free of defects whether factory,

misuse or handling. Paint overages and

overspray on the tongue or tongue area is not

acceptable. Metal liners must be free of dents

and scratches and display a smooth appearance.

Proper adherence of the metal to the plastic liner

is mandatory.

Weight = 1pt.

  1. Finished Concrete:The finished concrete must be free of

manufacturing defects as described in the Wilbert Manufacturing Specifications Manual.

Weight = 1pt.

  1. Paint:Paint must be of high quality latex or oil base

and not show signs of bleed-through or overlap.

Overspray or drips are not acceptable on any part of the finished vault, carapace or liner. Where specified, two-toned paint and glitter shall as closely as possible match literature and miniatures except where modified by customer.

Weight = 1pt.

VAULT(continued)

  1. Trademarks:Proper use and application of Wilbert

trademarks, nameplates and emblems is

mandatory as applicable except where modified by customer.

Weight = 1pt.

  1. Identical to Miniatures:All Wilbert brand vaults whether used for the

service under review or stored as inventory shall

be as near to identical in features and finish to those found in Wilbert collateral material and brochures and to Wilbert manufactured miniatures.The finished Wilbert vault shall exhibit clean lines and edges as specified in the Wilbert Manufacturing Specifications Manual. Fluted areas of covers where specified shall be coated with Flintbrasive or similar material.

Weight = 1pt.

  1. Touch up:It is the responsibility of the plant personnel as

well as the CSR to touch up all paint blemishes

prior to delivery and graveside service.

Weight = 2pts.

CSR

MAXIMUM 10 POINTS

REQUIREMENTS: A Wilbert CSR must uphold the highest standards regarding professionalism, product knowledge, adaptability, personal hygiene, grooming, and overall appearance.

  1. Professional Attitude:CSR’s will at all times represent Wilbert Funeral

Services with a professional, positive attitude whether he/she is in the presence of a customer, family members, co-workers, general public, regardless of if he/she is on company or personal time.

Weight = 2pts.

  1. Product Knowledge:CSR’s will acquire and display a minimum level

of product knowledge including but not limited to the basic construction of a lined burial vault, an unlined outer burial container, the differences between all lined burial vaults in the Wilbert product line, the purpose and design features of a lined burial vault vs. unlined outer containers.

Weight = 1pt.

  1. Adaptability:CSR’s will display the ability to determine and

provide the best resolution for all parties when

faced with adverse conditions whether these conditions present themselves in the form of weather or cemetery conditions; maintaining thatthe funeral director and family are their numberone priority.

Weight = 1pt.

  1. Personal Appearance:The CSR will display the utmost degree of

professionalism, professional appearance

and image.

Weight = 2pts.

5. USP CSR Attire:Attire for the funeral service will be representative of clothing worn to a visitation or church service. Shirts must be either polo or dress style. Pants must be slacks or casual khaki complimented by clean/shined dress shoes and

CSR(continued)

matching belt. Shop or delivery uniforms are not applicable for the purposes of USP. Logos and names are to be embroidered or embossed. Stitched on name tags and company logos are not acceptable. The objective being to create a professional image and appearance.

Weight = 3pts.

6. Pre-service:Prior to the service and during set up the CSR

shall conduct and attire themselves in a manner suitable for their surroundings keeping in mind that others may be present in the cemetery paying respects. Work attire must not display inappropriate sayings or pictures. Shirts must not be sleeveless. Sleeves must be long enough to cover body art and piercings. Shorts may be worn but cut-offs are not allowed. Shorts must be long enough to cover body art and piercings. The use of boom boxes or anything audible from the service truck is not acceptable.

Weight = 1pt.

SEASONAL CONDITIONS:Where the above dress code is not favorable due

toadverse weather conditions, severe cold, rain,

etc. considerations will be made and points

awarded on an off-site inspection basis.

SERVICE VEHICLE

MAXUMUM 10 POINTS

REQUIREMENTS:Any and all vehicles providing cemetery services, deliveries or transfers utilizing Wilbert brand burial vaults shall display all of the following characteristics:

  1. Condition:Vehicles must be in serviceable and reliable

condition including the highest regard for

public safety and the safety of the operator. The vehicle must be in perfect working condition

and intact, including but not limited to: lights,

mirrors, safety equipment, lifts, hoists, cables,

towing equipment and connections.

Weight = 1pt.

  1. Clean:Vehicles must be maintained and washed

regularly. Vehicles shall be completely clean if

no rain or snow has been present within 12 hours of service. Considerations will be made depending on current weather conditions.

Weight = 2pts.

  1. Signage:Service vehicles must incorporate the "Wilbert" name/logo on at least 2 highly visible locations

on either the cab or bed.

Weight = 2pts.

  1. Wilbert Web/Foundation:

The Wilbert website address and Wilbert
Foundation Sticker must appear at

least once either on the cab or box.

Weight = 1pt.

  1. Late Model:Vehicle model less than 5 years old and/ or

maintained in a “Like New” condition.

Weight = 1pt.

  1. Equipment:Each vehicle in the service fleet must be

equipped with enough equipment to accommodate changes in weather and sudden changes or requests from the funeral director. Example: Carrying side curtains and extensions enough to enclose the entire service if adverse weather conditions should arise or additional chairs should the size of the service increase.

Weight = 1pt.

  1. Color Coordinated:Vehicles must be color coordinated

incorporating Wilbert Blue and White.

Weight = 2 pts.

FACILITY AND MANUFACTURING

MAXIMUM 10 POINTS

REQUIREMENTS*: The rating of Ultimate Service Provider will not be awarded to any licensee, sub licensee, or distributor if their facility and manufacturing processes do not meet the most recent published Wilbert Manufacturing Specifications regardless of the quality of the CSR portion of this review. NOTE:Each licensee location, sub licensee, or distributorapplying for an ULTIMATE SERVICE PROVIDER rating must exhibit the positive following characteristics in their entirety; Inventory requirements, Inside storage requirements, Aged product, Seal Coat, Butyl tape application, Unidex mixing/application, Concrete specifics, Finished vault appearance,and plant cleanliness.(In accordance with the general specifics as set forth in the most recent Basic Service Standard agreement).

Weight = 10pts.

*Core Issues/specifications

MAXIMUM POINTS ALLOWABLE = 90

SCORING

  • 8 points minimum each category for USP designation
  • Point value of 4 to 7 points in any given category signifies Standard Service
  • Point value of 3 points or less any category is Below Standards
  • NO points for Value Added Items. Above scoring criteria represents good solid service values ...Value Added Items are encouraged to keep you ahead ofthe competition."