Workforce ML Online Help - DocLadydoclady.com/portfolio2/workforce-ml/workforce_ml_online_help.pdf · Workforce ML Online Help 6 July 13, 2006 Modified the Using This Help File topic

Workforce ML Online Help

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Table Of Contents Welcome to .................................................................................................................................. 1

Service Hub CMMS Online Help ..................................................................................................... 1 Workforce Module - Mobile Login (ML)........................................................................................ 1

What's New in the Help ................................................................................................................... 3 February 8, 2008.......................................................................................................................... 3 January 7, 2008 ........................................................................................................................... 3 January 2, 2008 ........................................................................................................................... 3 December 26, 2007 ..................................................................................................................... 3 September 28, 2007 .................................................................................................................... 3 September 27, 2007 .................................................................................................................... 3 September 10, 2007 .................................................................................................................... 3 August 17, 2007........................................................................................................................... 4 August 7, 2007............................................................................................................................. 4 July 31, 2007................................................................................................................................ 4 July 26, 2007................................................................................................................................ 4 June 8, 2007 ................................................................................................................................ 4 April 27, 2007............................................................................................................................... 4 March 9, 2007 .............................................................................................................................. 5 January 25, 2007 ......................................................................................................................... 5 December 11, 2006 ..................................................................................................................... 5 November 7, 2006 ....................................................................................................................... 5 October 24, 2006 ......................................................................................................................... 5 October 13, 2006 ......................................................................................................................... 5 July 13, 2006................................................................................................................................ 6 June 29, 2006 .............................................................................................................................. 6 June 14, 2006 .............................................................................................................................. 6 April 26, 2006............................................................................................................................... 6 April 4, 2006................................................................................................................................. 6 February 24, 2006........................................................................................................................ 7 December 6, 2005 ....................................................................................................................... 7 October 18, 2005 ......................................................................................................................... 7 October 7, 2005 ........................................................................................................................... 7 October, 2005 .............................................................................................................................. 7 September, 2004 ......................................................................................................................... 8

About Mobile Login (ML) ............................................................................................................... 11 Using This Help File ...................................................................................................................... 13

Help Navigation Toolbar ............................................................................................................ 13 Submit Feedback........................................................................................................................... 17


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Getting Started............................................................................................................................... 19 What is Workforce? ....................................................................................................................... 19 Who Uses Workforce?................................................................................................................... 20 What Can I Do With Workforce? ................................................................................................... 21 What is a Center?.......................................................................................................................... 22 Service Delivery Structure ............................................................................................................. 23 Service Order................................................................................................................................. 24 Log On ........................................................................................................................................... 25 Log Off/Shut Down ........................................................................................................................ 28 Reporting Problems....................................................................................................................... 29 Safety & Security Precautions ....................................................................................................... 30 Service Call Notifications............................................................................................................... 31 Main Menu Functions .................................................................................................................... 33 Main Menu ..................................................................................................................................... 33 About the Toolbar .......................................................................................................................... 34 What's New.................................................................................................................................... 35 My Calendar .................................................................................................................................. 36 My Diary......................................................................................................................................... 37 My Tasks ....................................................................................................................................... 38 Log a Call....................................................................................................................................... 39

Field Descriptions ...................................................................................................................... 39 Register Product ............................................................................................................................ 41 Search Part Catalog ...................................................................................................................... 43 Search Site Inventory .................................................................................................................... 44 Search Whse Inventory ................................................................................................................. 45 Manage Inventory.......................................................................................................................... 47 My Inventory .................................................................................................................................. 49

Field Descriptions ...................................................................................................................... 49 Call/Actions.................................................................................................................................... 51 About Calls .................................................................................................................................... 51

Example 1 .................................................................................................................................. 51 Example 2 .................................................................................................................................. 51

About Actions................................................................................................................................. 52 Call Types...................................................................................................................................... 53 Action Types .................................................................................................................................. 54 New Calls vs. Existing Calls .......................................................................................................... 55 Log a Call....................................................................................................................................... 56

Field Descriptions ...................................................................................................................... 56 Call Details..................................................................................................................................... 58

Field Descriptions ...................................................................................................................... 58

Table Of Contents

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Change Product............................................................................................................................. 60 Register Product ............................................................................................................................ 64 Acknowledge a Call ....................................................................................................................... 66 Complete a Call/Action .................................................................................................................. 67 Designate Call as Held for Parts ................................................................................................... 69 Delay Codes .................................................................................................................................. 70 Customer Site Codes .................................................................................................................... 72

DFS Site Codes ......................................................................................................................... 72 FTS Site Codes.......................................................................................................................... 72

Severity Levels .............................................................................................................................. 74 Overhead Calls .......................................................................................................................... 77

Overhead Calls .............................................................................................................................. 77 Logging Overhead Calls ............................................................................................................ 77 Adding Labor/Travel Hours to an Overhead Call....................................................................... 78

Overhead Site Codes .................................................................................................................... 79 DFS Overhead Site Codes ........................................................................................................ 79 FTS Overhead Site Codes......................................................................................................... 79

Overhead Products........................................................................................................................ 80 Viewing/Researching Related Calls........................................................................................... 81

About Viewing/Researching Related Calls.................................................................................... 81 Completed Actions for Site ............................................................................................................ 82 Open Actions for Site..................................................................................................................... 83 Product History .............................................................................................................................. 84

Activities ..................................................................................................................................... 85 About Activities .............................................................................................................................. 85 Activity Types................................................................................................................................. 86 View Activities................................................................................................................................ 87 Add/Update Activities .................................................................................................................... 88 Add Labor/Travel ........................................................................................................................... 89 About Labor Hours ........................................................................................................................ 90 Add Expenses................................................................................................................................ 91 Add Faults...................................................................................................................................... 92 Faults, Causes, Remedies, and Symptoms .................................................................................. 94 Add Notes ...................................................................................................................................... 95 Part Usage..................................................................................................................................... 96 Update Location Status ................................................................................................................. 98 Report Potential Equipment Safety Hazard................................................................................... 99 Equipment With Safety Features................................................................................................. 100 Parts/Inventory............................................................................................................................. 101 About Parts/Inventory .................................................................................................................. 101


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Manage Inventory........................................................................................................................ 102 My Inventory ................................................................................................................................ 104

Field Descriptions .................................................................................................................... 104 Part Details .................................................................................................................................. 106 Move Serialized Product from One Location to Another ............................................................. 107 Deinstall a Product ...................................................................................................................... 108 Install a Part................................................................................................................................. 110 Part Usage................................................................................................................................... 112 Changing Part Quality ................................................................................................................. 114

Searching for Parts .................................................................................................................. 116 About Searching for Parts ........................................................................................................... 116 Search Whse Inventory ............................................................................................................... 117 Search Site Inventory .................................................................................................................. 119 Search Part Catalog .................................................................................................................... 120

Part Requests .......................................................................................................................... 121 About Part Requests ................................................................................................................... 121 View Part Request....................................................................................................................... 122

Field Descriptions .................................................................................................................... 123 Create Part Request.................................................................................................................... 124

Incoming/Outgoing Shipments................................................................................................. 126 About Shipments ......................................................................................................................... 126

Incoming Shipments (Receiving) ............................................................................................. 126 Outgoing Shipments ................................................................................................................ 126

View Shipment............................................................................................................................. 127 Quick Shipment ........................................................................................................................... 128 Receive Shipment ....................................................................................................................... 133

Serialized Items........................................................................................................................ 133 Non-Serialized Items................................................................................................................ 133

Report Discrepancy ..................................................................................................................... 135 Stock Concepts & Terms ......................................................................................................... 138

Part vs Product ............................................................................................................................ 138 Part Alias ..................................................................................................................................... 139 Part Groups ................................................................................................................................. 140 Auto-Replenishment .................................................................................................................... 141 Reorder Levels/Quantities ........................................................................................................... 142

Minimum (MIN) and Maximum (MAX) ..................................................................................... 142 Reorder Level........................................................................................................................... 142 Reorder Quantity...................................................................................................................... 142

Physical Warehouse Codes ........................................................................................................ 144 Vehicle Codes.............................................................................................................................. 145

Table Of Contents

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Stock Room Codes...................................................................................................................... 146 Voice Portal ................................................................................................................................. 147 About Voice Portal ....................................................................................................................... 147 Accessing Voice Portal................................................................................................................ 148 Standard Voice Portal Menu Prompts ......................................................................................... 149 Acknowledging Calls in Voice Portal ........................................................................................... 150 Updating a Call Status in Voice Portal ........................................................................................ 151 Tips for Using Voice Portal .......................................................................................................... 152 Voice Portal Errors ...................................................................................................................... 153 Voice Portal Scenarios ................................................................................................................ 155 Quick Reference.......................................................................................................................... 157 Common Tasks............................................................................................................................ 157

How do I . . .? ........................................................................................................................... 157 Glossary....................................................................................................................................... 158 Search Tips.................................................................................................................................. 159

Using Wildcards ....................................................................................................................... 159 Tips for Technicians .................................................................................................................... 160 Troubleshooting Wireless Network Connections......................................................................... 161

Tablet PCs ............................................................................................................................... 161 Workforce Reports....................................................................................................................... 163 Inventory Control Specialists ....................................................................................................... 164 Workforce Scenarios ................................................................................................................... 165 About Workforce Scenarios......................................................................................................... 165 Held for Parts Scenario ............................................................................................................... 366H166 182HBad Out of Box Scenario ............................................................................................................. 367H167 183HVan to Van Part Transfer............................................................................................................. 368H168 184HIndex ............................................................................................................................................ 369H169

1

Welcome to

Service Hub CMMS Online Help

Workforce Module - Mobile Login (ML)

© 2008 Publix Super Markets, Inc.

What's New in the Help Using the Help Print PDF Version

Last Revised: February 8, 2008

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What's New in the Help This version of the online help includes the following changes:

February 8, 2008

Modified the following topics:

• Delay Codes

• Complete a Call/Action

January 7, 2008

Modified the following topics: • Logging Overhead Calls

• Log a Call

January 2, 2008

Modified the following topic:

• Logging Overhead Calls

December 26, 2007

Added the following new topic: • Service Call Notifications

September 28, 2007

Added the following new topic:

• Inventory Control Specialists

September 27, 2007

Modified the following topics: • Change Product

• Deinstall a Part

• Install a Part

• Quick Shipment

September 10, 2007



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• Change Product

August 17, 2007


• Receive Shipment

August 7, 2007


• Quick Shipment

July 31, 2007

Added the following new topic:

• Changing Part Quality

July 26, 2007


• Quick Shipment

June 8, 2007

Added the following new topics:

• Deinstall Part • Install a Part

• Part Usage (Consumables) Modified the following topics:

• About Shipments

• Quick Shipment

• Report Discrepancy • About Parts/Inventory

• Van to Van Part Transfer

• Part vs Product

• View Shipment

• Add Part Activity (deleted this topic and replaced with new topics listed above)

April 27, 2007


• Add Labor/Travel

What's New in the Help

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March 9, 2007

• Updated the help to remove all references and topics related to NEC handheld devices.

• Added links to HP Tablet PC User Guide. • Modified the following topics:

• Overhead Products

• About Labor Hours

• Search Tips

• Tips for Technicians

• Search Site Inventory

• Search Part Catalog

January 25, 2007

• Modified the following topics: • Logging Overhead Calls

• Overhead Products


• Delay Codes

• Added the following new topics:

• About Labor Hours

• Submit Feedback (for online help)

December 11, 2006

• Modified the Bad Out of Box Scenario topic.

November 7, 2006

• Updated Tips for Technicians topic.

October 24, 2006

• Updated Held for Parts Scenario topic.

October 13, 2006

• Removed all references/topics related to the synchronization process.

• Removed all references to Mobile Computing Platform (MCP).

• Changed title of help file to Workforce ML (Mobile Login).

• Added About Mobile Login (ML) topic.

• Added scenario for van-to-van part transfers.


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July 13, 2006

Modified the Using This Help File topic.

June 29, 2006

Modified the My Calendar topic.

June 14, 2006

• Added note about setting reorder levels to 2 or higher to the Reorder Levels/Quantities topic.

• Modified the following topics:

• Activity Types


• Add Faults


• Designate Call as Held for Parts

• Part vs Product

April 26, 2006

• Created a new section for Workforce Scenarios. This section will be expanded over time. • Updated various topics in the Voice Portal section.

April 4, 2006

Added the following new topics:

• Designate Call as Held for Parts

• Report Potential Equipment Safety Hazard

• Equipment With Safety Features

• Workforce Scenarios Modified the following topics:

• Update Technician Location Status



• About Actions


• My Tasks • My Calendar

• Log In

• How do I . . . ? (Common Tasks)


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February 24, 2006

Modified the following topics: • Register Product

• Change Product

• Severity Levels

December 6, 2005

• Modified the Register Product and Move Serialized Product From One Location to Another topics.

October 18, 2005

• Added scanned graphic of the equipment tag used to return equipment to the FTS warehouse.

• Added screen graphics to various topics.

• Added Part Details and About Searching for Parts topics.

• Edited and reorganized topics in several sections, including the Parts/Inventory, Call/Actions, Quick Reference, and Voice Portal sections.

• Deleted the Database Maintenance and Navigation Tips topics. Information from these topics was incorporated into other topics within the help file.

• Modified the following topics:

• Quick Shipment

• Report Discrepancy • Receive Shipment

• Manage Inventory

• Add Part Activity

• Create Part Request


October 7, 2005

Added the following topic: • Handling "Bad Out of Box" Parts


• About Shipments

• Quick Shipment

• Report Discrepancy

October, 2005


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Nearly every topic in this help file has been modified in some way since the help was last updated in September 2004. We recommend that you print an updated version of the file using the Print PDF Version link on the Welcome page. In addition to a new section on troubleshooting NEC handheld devices, the following new topics have been added to the help:

• Move Serialized Product from One Location to Another

• Reporting Problems

• Power-On Password

• Auto-Replenishment

• Reorder Levels/Quantities

• Logging Overhead Calls

• Overhead Products • Using Voice Portal

• Tips for Using Voice Portal

• Workforce Reports

• What is a Center?

• Service Order

• Delay Codes

• Add Part Activity

• About Part Requests • About Shipments


• Report Discrepancy

• Discrepancy Report Contacts

September, 2004

The following topics were added to explain new functionality related to parts/inventory/stock.

• My Inventory • Manage Inventory

• Search Whse Inventory

• Create Part Request

• View Part Request

• View Shipment

• Quick Shipment

• Vehicle Codes

• Physical Warehouse Codes

• Stock Room Codes • About Parts/Inventory

The following topics were modified:


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• Common Tasks

• Main Menu

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About Mobile Login (ML) The Mobile Login (ML) version of Service Hub Workforce replaces the Mobile Computing Platform (MCP) previously used by field technicians to manage their service calls and van inventories. The primary difference between these two applications is that ML eliminates the synchronization process that was used in MCP. With ML, technicians connect directly to the CMMS server using Internet Explorer. Any updates they make to service calls are immediately visible to them on their laptop or tablet device. They no longer have to sync their device with the server in order to process their updates.

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Using This Help File This help system contains general information about CMMS as well as step-by-step instructions for using its numerous functions. The files are represented by the book and topic icons you see in the navigation (contents) pane on the left. Each book contains topics relating to the book title. Some books contain other books. Hyperlinks can take you to other topics or can activate a pop-up window, enabling you to view additional information without leaving the original topic. If you tap or click a link that opens a pop-up window, tap/click anywhere in the pop-up window to close it. Throughout the Help, icons and highlighted text are used to denote important items:

something important for you to be aware of and remember

a step you can take to save time or improve the way something works

Help Navigation Toolbar

Use the Contents, Index, and Search buttons to quickly locate specific topics in the help system, then print them for future reference.

Contents

Use the Contents pane of the Help window to navigate to the topics you need. When you click a book icon, it expands to list the topics, in that book. Click the desired topic to open it. You can make the contents list wider or narrower by using your mouse to drag the Contents right border to the right or left. You can also close the Contents pane by clicking the "X" in the upper right corner of the pane.


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Index

Use the Index button to search for specific topics. Click Index, and then type a keyword in the text box. The index displays the first topic that matches the word you typed. Click a topic to view it. Use the scroll bar on the right side of the index to scroll through the alphabetic list of entries.

Using This Help File

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Search

Click the Search button to find all topics containing a specific keyword or phrase. Type a search-word in the text box, and then click Go. The Search pane immediately lists all topics containing the search-word, even if the word is embedded in a hyperlink.

Print

Click the Print button to print the currently displayed topic.

You cannot print the entire help system using this function. To print a PDF version of this file, go to the Welcome topic and click the Print PDF Version link.

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Submit Feedback We are always striving to improve our online documentation. If you encounter a documentation error, or have a suggestion for adding something to this online help file, please complete the page update form on FIIRST.

Be sure to include the specific title of the help topic that requires an update.

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Getting Started

What is Workforce? Service Hub Workforce is a Web-based software application that enables Publix associates to manage service and support calls. It is one of the service delivery programs that comprise the Computerized Maintenance Management System (CMMS). Call analysts, coordinators, team leaders, and telecom associates typically assign and dispatch calls to the external service providers and internal technicians who perform the needed service and then update the call activity remotely. Workforce replaces numerous work order and tracking/reporting mechanisms previously used by Facility Services (FS) and Facility Technology Services (FTS) divisions. There are two versions of Workforce. The version you use depends on how you access the application:

• Portal version - accessed via desktop PCs and laptops (maintenance coordinators, team leaders)

• Mobile Login (ML) version - accessed via laptops and wireless tablet devices (technicians)

Although both versions of the application are very similar, there are some differences. This help file documents the procedures for the ML version. A separate help file is available for Workforce Portal.

See Also:

Who Uses Workforce? What Can I Do With Workforce?


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Who Uses Workforce? Publix associates in Facilities Technology Services (FTS) and Divisional Facilities Services (DFS) use Workforce in different ways, based on their job roles and functions.

• Team leaders use it to schedule and manage service calls assigned to the technicians on their teams (Dispatch role).

• Technicians use it to update the work activities associated with their assigned calls (Field Engineer role) and to log new calls to assign to themselves or to send to the Dispatch Board for assignment.

• Telecom specialists, DFS team leaders, and coordinators may use it to perform both roles (Dispatch and Field Engineer).

Facilities Technology Services (FTS) Divisional Facility Services (DFS)

• Retail Implementation and Service Team Leaders

• Retail Implementation and Service Technicians

• O&W Implementation and Service Team Leaders

• O&W Implementation and Service Technicians

• Telecom Specialists (may perform both Dispatch and Field Engineer role)

• Telecom Cabling/PBX Technicians

• Maintenance Coordinators (may perform both Dispatch and Field Engineer role)

• Refrigeration Coordinators (may perform both Dispatch and Field Engineer role)

• Shopping Center Coordinators (may perform both Dispatch and Field Engineer role)

• Equipment Team Leaders * (may perform both Dispatch and Field Engineer role)

• Equipment Technicians

* May also use ML version

See Also:

What Can I Do With Workforce?

Getting Started

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What Can I Do With Workforce? • Acknowledge call/actions assigned to you.

• Record work activities for your service calls (labor, travel, expenses, etc.) • Record part activity (installs, de-installs, consumable part usage, etc.)

• Search for parts in your center, including warehouses, vehicles, and stock rooms/depots.

• Track movement of vehicle stock (shipping/receiving) between:

• Your vehicle and warehouse

• Your vehicle and stock room (depot)

• Your vehicle and another vehicle

• Your vehicle and customer site

• Report discrepancies in your vehicle inventory and replenish parts automatically. • Register products at customer sites to record their serial numbers.

• Log calls (to assign to yourself or to send to the Dispatch Board for assignment).

• Manage technicians' schedules and work assignments (team leaders, coordinators, and telecom specialists).


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What is a Center? A center is the highest level in the CMMS structure. All warehouses, customers, sites, vehicles, and associates belong to a particular center. Each center is identified by a three character code.

Code Center

LFS Lakeland Facility Services

MFS Miami Facility Services

JFS Jacksonville Facility Services

AFS Atlanta Facility Services

SST FTS System Support Team (Team 1)

GLF FTS Gulf Coast Team (Team 3)

MIA FTS Miami Team (Team 4)

NCF FTS North/Central FL Team (Team 5)

EXP FTS Expansion States Team (Team 6)

TEL FTS Telecom Team

Getting Started

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Service Delivery Structure In CMMS, each:

• A service order has multiple calls. (Note: A service order is only required if two or more calls need to be linked together.)

• A call can have multiple actions.

• An action can have multiple activities. For every particular need for service (call), there is at least one task to perform (action). For every action performed, there is at least one resource used to perform it (activity).


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Service Order A service order is a reference number used to link two or more related calls together. This is very useful for tracking progress on projects and requests. For example, you might use a Service Order to link two or more:

• Project Calls to one overall project. • Request Calls, when the request is to move equipment between locations (e.g., Request

Call 1 for pick-up location and Request Call 2 for drop-off location).

• Problem Calls when the severity of a problem has changed in the middle of service. Changes in the severity of a problem would affect the specified time frame for its completion. Therefore, another Problem Call would be needed for the new time frame.

When you log a Call, you have the option of entering a service order number to link the Call to.

Getting Started

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Log On

You will need to log on and off your device at least once every work day. This enables your network log-on scripts to run properly. Please do not bypass the scripts as they serve several key functions: mapping network drives, updating virus protection software, and applying other critical software patches. Be sure to let the scripts finish running before logging into CMMS or launching another application.

To log on to Workforce ML using a tablet PC or laptop device: 1. Power on the device (for tablets, use the power slide switch located on the left side of the

unit). An onscreen keyboard appears when you first turn on the device. You can ignore this; it will disappear after you log on to the wireless network.

2. At the Windows logon prompt, type your LAN ID and password in the appropriate fields. Note: Facility Services technicians should always log on to the Corp domain.

3. The Odyssey Access Client window appears. This window appears each time you log on to the Publix wireless network.

4. If you are connecting to the wireless network, leave the “Use Odyssey” checkbox

selected. If connecting to the LAN via a LAN cable, de-select this option. 5. Click the option for using “The default settings for this machine.”

Note: You may have to manually select this option if the device defaults to the last option, which opens a wizard.

6. Click Continue. The Welcome to Table PC screen appears.


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Note: This welcome window may appear each time you log on, unless you check the “Do not show me this again” checkbox. Click the Close button in the upper right corner to close this window.

7. Tap or double-click the Mobile Login shortcut icon on your desktop. Note: If you do not see this shortcut icon on the desktop, double-click the Internet Explorer icon and type the following URL in the Address field: http://cmmswf.publix.com/servlet/ml.

A user login page appears.

8. Type your CMMS user name and password in the appropriate fields.

Note: For devices using a wireless connection, your CMMS password should NOT contain any special characters (#, %, &, etc.).

9. Tap or click Login. The Main Menu appears.

For more information about using your HP Tablet PC, see the HP Tablet PC User Guide.

See Also:

Getting Started

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Log Off Reporting Problems About the Main Menu


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Log Off/Shut Down To log off Workforce ML and shut down your tablet PC or laptop device:

1. On the toolbar, tap or click . The Logging Off page opens.

2. Tap or click Submit. 3. Shut down the device by clicking Start > Shut Down > Shut Down.

See Also:

Log In

Getting Started

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Reporting Problems If you experience any problems using CMMS Service Hub, please check the CMMS Known Issues help to determine if the problem has already been reported and documented. If you do not see the issue listed in the help file, follow the normal Problem Reporting Process for CMMS issues.


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Safety & Security Precautions In order to maximize the physical safety and security of the HP tablet and laptop devices, associates are expected to adhere to the following standards.

• PCs are to be kept within the technician’s eyesight at all times while the technician is working on a job site. If the technician needs to leave the work area (to get a part, speak to a manager, etc.), the device must be carried with them.

• PCs are to be kept out-of-sight when stored in a technician’s vehicle between jobs. When a technician is fueling the vehicle, eating lunch, or performing other activities, the device must be hidden inside the vehicle and the vehicle must be locked.

• PCs are not to be stored inside the technician’s vehicle overnight or on non-working days. The device should be taken indoors and stored in a safe, secure location.

• PCs are to be transported within the provided carrying case. These cases were purchased specifically for the device to provide reasonable protection while in transit.

• PCs are not to be exposed to extreme environmental conditions including extreme heat, cold, liquids, or other foreign substances.

Getting Started

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Service Call Notifications The following information is sent from CMMS to a technician's cell phone when a service call is assigned.

• Call/action number (1723032/1)

• Site code (0011FTS)

• Product code (PC Scale)

• Store department (Bakery) • Point of contact (Bakery manager)

• Phone number (863-555-1234)

• Severity level (Sev 3)

• Symptom (Error message)

Do not rely solely on cell phone notifications to view your newly assigned calls. Log on to Service Hub and check the What's New page to view calls that are waiting for your acknowlegement.

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Main Menu Functions

Main Menu The Main Menu is your starting point for accessing the primary functions in Workforce ML. It is the first page you see when you log in to the application. Tap or click the icons on the graphic below to learn how to use each function.

See Also:

About the Toolbar


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About the Toolbar You can use the toolbar, which is always visible in the upper right corner of the screen, to return to the Main Menu or to log off the application.

Tap/Click: To . . .

Return to the Main Menu (Note: Channels = Home).

Log off the application.

Main Menu Functions

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What's New The What's New page will typically be your starting point after you log in to the application. What's New shows a list of all calls that are either waiting for your acknowledgment or are completed but have missing data (labor hours, travel hours, fault/cause/remedy information).

1. On the Main Menu, tap or click What's New. The What's New page opens.

2. Tap or click a call number.

• If the call is waiting for your acknowledgement, the Acknowledge an Assignment page appears.

• If the call is complete but has missing data, the Call Details page appears.

See Also:

Acknowledge a Call Add/Update Activities


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My Calendar My Calendar shows your scheduled diary calls (Severity 1 and 2) and calendar events (meetings, planned/unplanned time off, etc.). These items are typically assigned by a dispatcher or team leader. Technicians cannot add them to their calendar. You can acknowledge calls from the calendar just as you can under What's New.

1. On the Main Menu, tap or click My Calendar. The My Calendar page opens.

2. To acknowledge a call, tap or click the call number. 3. To view the details of a calendar event, tap or click the event.

To view Severity 3, 4, and 5 calls, tap or click My Tasks on the Main Menu.

See Also:

My Diary My Tasks

Main Menu Functions

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My Diary My Diary shows the Severity 1 and 2 calls assigned to you that are scheduled for a specific date and time. Typically, these are calls of a more urgent nature that have been assigned to you by a call analyst or team leader.

1. On the Main Menu, tap or click My Diary. The My Diary page opens. 2. To view the details of a call, tap or click the call number.

To view tasks (Severity 3, 4, and 5 Calls), tap or click My Tasks on the Main Menu.

See Also:

My Tasks My Calendar


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My Tasks My Tasks shows your assigned Severity 3, 4, and 5 calls. These calls are considered to be less urgent than Severity 1 and 2 calls. See Severity Levels.

1. On the Main Menu, tap or click My Tasks. The My Tasks page opens.

2. To view the details of a call, tap or click the call number.

To view Severity 1 and 2 calls assigned to you by a dispatcher or team leader, tap or click My Diary on the Main Menu. (Note: If you log a Sev 1 or Sev 2 call and assign it to yourself, it appears under My Tasks instead of under My Diary.)

See Also:

My Calendar My Diary

Main Menu Functions

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Log a Call The Log a Call page lets you log new calls. (Note: Most problem type calls are logged by team leaders and call center representatives. However, there may be times when technicians need to log a call and assign it to themselves.) See Tips for Logging Calls.

1. On the Main Menu, tap or click Log a Call. The Log a New Call page opens.

2. Complete the form fields (be sure to type in all CAPS), and then tap or click Submit. All

fields in red are required entries.

If you assigned the call to yourself, it is automatically added to your My Tasks page (regardless of severity level); otherwise, the call is sent to the Dispatch Board to be assigned to a technician.

Field Descriptions

* Required field

Field Description

New Call * Select a reserved call number.

Severity * Select the call severity:

• Sev 1 - Emergency service

• Sev 2 - Same day service

• Sev 3 - Next day service

• Sev 4 - One week service • Sev 5 - Scheduled service

Service Order Type the associated service order number, if applicable.

Call Start Date/Time *

Type the date and time the service will begin in MM/DD/YYYY HH:mm format. This field automatically


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defaults to the current date/time.

Site * Type the four-digit store number plus the three-character site code (Ex: Store # 1234DFS).

Department Select the store department needing service (Bakery, Deli, Floral, etc.).

Phone Type the customer phone number.

Submitted By Type the submitter's name.

Point of Contact Type the name of the store contact person (e.g., department manager).

Product * Type the SAP number for the product being serviced. If you do not know the SAP number, tap or click the Find Product link. Note: You must be in online mode to use the Find Product function. See Settings.

Revision Revision number (always 1).

Serial # If the product is serialized, this field is automatically filled in when you select the product. For generic products, the field is blank. See Register Product.

Equipment # Equipment tag number for the product.

Asset # This is the same number as the Comp ID found in the InfoMan Configuration file. Currently, asset numbers are only used by FTS. If applicable, this field is automatically filled in when you select the product.

Call Type * Select the call type.

Assign to me You must check this box if you want to see the call in your task list. If you do not check this box, the call is sent to the bottom of the dispatch board, and the contact center must dispatch it to you.

Notes * Type any notes or comments related to the call. For example, if you want the call assigned to a specific person, indicate that in the notes for the dispatcher.

See Also:

Call Details

Main Menu Functions

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Register Product The Register Product function enables you to register a specific product at a customer site. Over time, this will allow Publix to build an inventory of serialized products located in all of its stores. You can also use the Register Product function when you encounter an existing serialized product that has been moved from one store to another.

The purpose of registering a serialized product is different from creating a contract line for that same product. Registration creates a serial record in the CMMS Stock module for inventory tracking purposes. The contract line represents the services available for that product at that customer site for call logging/billing purposes (i.e., internal service, external service, scheduled maintenance).

Serial records are only created for serialized products, whereas contract lines may be created for both serialized and generic products. However, if a contract line is created for a serialized product, the system will automatically link it to the appropriate serial record in CMMS. 1. On the Main Menu, tap or click Register Product (or tap/click the Register Product link

wherever it appears). The Register Product page opens.

2. In the Site field, type the customer site code. 3. In the Product field, type the SAP number for the product. If you do not know the SAP

number, tap or click Find Part to search the entire part catalog for the part. Note: The Find Part option is not recommended for use by FTS until the SAP cleanup effort currently underway is completed.

4. Select the desired product. The Register Product page re-appears with the Product and Revision fields filled in for the selected product.

5. Type the serial number and the equipment number in the appropriate fields. Note: These two numbers must be entered at the same time; you cannot go back and update them later.

6. Tap or click Submit. The page refreshes, and a message confirms the product was successfully registered to the site. If necessary, you can now begin logging service calls against the registered product.

Notes: • When you register a serialized product, the system checks for a matching equipment

number, serial number, or asset number (in that order) to determine if there is already an existing serial record in the system and then responds according to the following rules:


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If Then

a serial record does not currently exist

the system creates a new one, based on the customer site, SAP number, and product serial number you entered on the Register Product page.

a serial record already exists and the current location is a different store

the system prompts you to confirm that you want to move the record to the new location. See also Move Serialized Product From One Location to Another.

a serial record already exists and the current location is a warehouse

the system alerts you that you cannot move a serialized product that is registered to a warehouse and prompts you to contact your inventory control specialist for assistance.

• If you want to find out which serialized products have already been registered at a store:

• Enter the site code in the Site field.

• Type 1% in the Product field. (Note: This restricts the search results to only serialized products; if you do not use the wild card, the results will also include generic products.)

• Tap or click Find Product. • On the search results page, click a product in the list to view the specific serial

numbers that have been registered at the store. Note: The search results page is limited to 20 lines. To view more results, click the New Search link to open the Search Site Inventory page and select how many lines you want to see displayed in the search results.

Main Menu Functions

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Search Part Catalog The Search Part Catalog function lets you search all parts in the parts catalog.

1. On the Main Menu, tap or click Search Part Catalog. The Find Part page opens.

2. In the Part field, type the SAP number, the part alias, or any known portion of the part

description in all capital letters flanked by percent signs (e.g., %JACK%). If this information is not available, leave the Part field blank and instead select the product type and group to which the part belongs. Note: Set the Show # Lines drop-down list to the maximum number of lines (500) to ensure your search retrieves all of the intended results.

3. Tap or click Search. A Part Search Results page appears.

This page shows all the parts that match your search criteria and indicates whether they are serialized, stocked, or obsolete.

4. To search for another part, tap or click the New Search link.

See Also:

Search Site Inventory Search Whse Inventory Register Product


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Search Site Inventory The Search Site Inventory function lets you search all products at a particular site.

1. On the Main Menu, tap or click Search Site Inventory. A Product Search page opens.

2. In the Site field, type the four-digit store code plus the three-character site code, if known. 3. In the Product field, type the SAP number, the part alias, or the part description, if

known. If this information is not available, leave the Product field blank and instead select the product type and group to which the part belongs. Note: Set the Show # Lines drop-down list to the maximum number of lines (500) to ensure your search retrieves all of the intended results.

4. Tap or click Search. The Product Search Results for Site page appears.

This page shows all the products that match your search criteria and indicates whether they are serialized, stocked, or obsolete.

6. If the product is serialized, tap or click the SAP number to view a list of serial numbers. 7. To search for another part, tap or click the New Search link. 8. To register the product at the site, tap or click the Register Product link.

See Also:

Search Part Catalog Search Whse Inventory

Main Menu Functions

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Search Whse Inventory The Search Whse Inventory function lets you search for a part located in your central warehouse, shared stock room, or in another technician's vehicle within your center.

1. On the Main Menu, tap or click Search Whse Inventory. The Find Part in Inventory page opens.

2. In the Part field, type the SAP number for the part.

If Then

you know only a portion of the SAP number

type the known digits surrounded by a wildcard character (e.g., type 12000% to find all parts beginning with "12000")

you do not know the SAP number at all

tap or click Find Part. The Find Part page opens.

• In the Part field, type any known portion of the part description or part alias, surrounded by percent signs.

• Select a part type and/or part group (optional).

• Tap or click Search. A list of parts matching your search criteria appears. Tap or click the desired part number to select it. The Find Part in Inventory page re-appears, with the SAP number filled in the Part field.

Note: The Rev field always defaults to 1. Leave this setting as is. Note: You cannot scroll through a series of search results pages in ML as you can in Workforce Portal. If your product is not displayed on the first page (that is, if the page has the message “# lines out of # total” at the bottom) you will have to narrow your search criteria and perform another search.


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3. In the Warehouse field, type the physical warehouse code, stock room code, or vehicle code. Leave this field blank to search for the part in all warehouses to which you have access.

4. Tap or click Search. The Find Where Part Is Search Results page appears.

This page lists all of the parts that match your search criteria and shows how many units of each part are available in the selected warehouse. Note: If you receive the error message No such part number or Part not found, it may indicate:

• The SAP number entered for the part is not valid.

• There are no available units of the part on hand in the selected warehouse. 6. To perform a new search, tap or click the New Search link at the top of the page.

See Also:

Search Part Catalog Search Site Inventory

Main Menu Functions

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Manage Inventory The Manage Inventory function lets you manage the shipping and receiving of parts between the warehouse and your vehicle or depot center.

1. On the Main Menu, tap or click Manage Inventory. The Manage Inventory page opens.

This page is divided into four sections:

• The My Part Request section shows all part requests you have created, including the associated call/action number, if applicable.

• The Other Part Request section lists all part requests created by someone else but with which you have involvement. This includes auto replenishments for your vehicle and quick shipments initiated by another technician to your vehicle.


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• The Incoming Shipments section lists all incoming part requests that you need to receive into your vehicle inventory. These requests are listed by shipment number (i.e., dispatch note number), rather than the part request number. Note: Some of these incoming shipments may be tied to the part requests listed in the first two sections. Once you have received a shipment, it disappears from the list.

• The Outgoing Shipments section lists all outgoing shipments from your inventory, either to the warehouse or to another technician's vehicle.

2. To view a part request, tap/click the part request number. See View Part Request. 3. To view and receive a shipment, tap/click the shipment number. See View Shipment or

Receive Shipment.

See Also:

My Inventory

Main Menu Functions

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My Inventory My Inventory shows a list of all parts housed in your vehicle inventory. Use this function to quickly see how many units of a particular part you have in your inventory.

1. On the Main Menu, tap or click My Inventory. The My Inventory Search Results page opens.

2. To quickly find a part, click the link for the index letter (A-Z) representing the first letter in the part description. For example, if you are looking for a washer, click the letter W.

Note: To find parts that begin with a number or symbol, click the # sign in the Index. If no parts in your inventory begin with a number or symbol, the # sign is not available.

3. To view the part details for a specific part (including the quantities on order, in transit, on hand, and available), tap or click the part number.

Field Descriptions

Field Description

Part SAP number for the part.

Description Part description.

Serial Flag (Y/N) indicating whether the part is serialized in the stock system.

Qty. Good Number of units of part in good condition.

Qty. Faulty Number of units of part in faulty condition.

Aliases Other names or numbers associated with the part. See Part Alias.


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You can also search My Inventory for parts by using the Search Whse Inventory function.

See Also:

Part Details Manage Inventory Report Discrepancy

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Call/Actions

About Calls Calls are the primary component in the service delivery applications of CMMS. A call refers to a particular need for service or support. A call is specific to both a single location (such as a store or support facility) and a single product/part (such as a piece of equipment or structural element). In addition, each call has a specified time frame in which the work has to be completed.

Example 1

A baler at store #0356 needs to be repaired immediately. There is a single location (store #0356), a single product (baler), and a specified time frame (immediate).

• If store #0356 also needs their deli slicer repaired immediately, that would require a separate call, because service is needed on a different product (slicer).

• Likewise, if another store had the same problem with their baler, that would also require a separate call, because the service is needed at a different location.

Example 2

The wallpaper in store #0127 needs to be removed within a week. There is a single location (store #0127), product/part (wallpaper), and time frame (week).

• If the wallpaper has to be removed at various locations, that would require separate calls, one for each location. A situation like this might occur in paint/décor projects.

• If the same store also needed the baseboards replaced, that would require a separate call, because the service is needed on a different product.

The term "call" is not necessarily limited to on-site service or support; it can also refer to support provided remotely, such as resolving telecommunications and network problems without a site visit.

See Also:

Call Types About Actions Log a Call


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About Actions Actions are associated with calls to describe the tasks needed to complete a call. Whereas a call refers to the what, where, and when of a particular need for service, an action refers to the how in terms of specifying the type of work that needs to be performed to provide the service (repaired, rebuilt, replaced, etc.). Every call has at least one action, and some calls have more than one. For example, there might be multiple actions for a call when:

• More than one task is needed to complete the same call. Perhaps as part of a request call, it is necessary to first evaluate the condition of a machine, and then replace the worn elements. Two separate actions (scope and upgrade) are created for the same call.

• More than one service provider is needed to complete a call. Perhaps on a request call, one service provider is needed to de-install an old piece of equipment and another service provider is needed to install new equipment. Two separate actions (de-install and install) are created for the same call. (Note: If only one service provider is needed to perform both tasks, you could create a single action, replace.)

• More than one visit is needed for a call. Perhaps on a paint/décor project call, the technician must return to apply a second coat of paint. Two separate actions (visit 1 and 2) are created for the same call. Or, the technician did not initially have a part needed to complete the call. A second action is created to flag the call as being held for parts.

An action is automatically created when a call is initially logged, based on the call type. When you complete a call/action, you can create/add a new action (of the same type as the first one) for the same call. To create a different type of action for the same call, you should contact your call center or your team leader.

See Also:

Action Types

Call/Actions

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Call Types

Call Type Description

Problem Service is needed because something has broken and needs to be repaired. This is also called “break/fix” work. Example: Fix broken air conditioner. Note: A problem call can be logged due to a customer’s call to a call center, or due to a customer’s direct request of a technician (“Call to Duty”, “While You’re Here” type work).

Request Service is needed in response to a customer or InfoMan request. This is also called move/add/change (or MAC) work. Example: Move equipment to new location.

Project Service needed at a particular location that has a larger scope of work than a Request does. The overall project might affect different locations, products, and time frames, but each location/product/time frame combination is a separate Project Call. These are often considered “larger scale, coordinated MAC work.” Example: Remodel Store #0136.

Overhead Service that is not provided directly to customers. Example: Attending training or meetings. Note: Overhead calls should never be logged and assigned to a technician by a call center. The technician should log all Overhead calls with the “Assign to Me” function. See Logging Overhead Calls.

General Maintenance

Service provided when a technician notices a need and fixes it on the spot. This is a form of preventative maintenance. Example: Clean bakery oven. Note: This call type should only be used for proactive maintenance work. If the customer requests the work, use the Problem or Request call types instead.

Scheduled Maintenance

Service provided on a regular date-based cycle (i.e., preventative maintenance). These calls are automatically generated by the system. Example: Pump grease trap annually.

See Also:

Action Types


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Action Types

Action Type

Description

De-Install Removing equipment or a structural item from the customer site.

Deliver Delivering equipment to a customer site.

Evaluate Examining equipment or a physical site to determine the dimensions, condition, requirements, etc.

Install Installing equipment or a structural item at a customer site.

Maintenance Performing regular maintenance on equipment or structural items.

Move Moving equipment from one location to another.

Overhead Action not directly related to servicing the customer (e.g., attending training or a meeting).

Pick-Up Picking up equipment from a customer site.

Repair Fixing damaged or broken equipment or structural items.

Replace Replacing damaged, outdated, or broken equipment or structural items.

Scope Determining work to be performed on a request or project-related call.

Upgrade Making changes that enhance the capabilities, performance, or appearance of a piece of equipment or structural item.

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New Calls vs. Existing Calls Although a call is linked to service on a particular product, at a given location, and within a specified time frame, more than one call can exist for the same product, location, and time frame.

If Then

The information is the same information in the existing call (i.e., same product, same symptom)

Update the existing call. Do not create a new call. Example: A bakery manager calls to report the oven is not heating; a little while later, the store manager calls to report the same problem, not knowing the bakery manager had already called. Locate the existing call and add notes to document any additional information provided by the store manager.

The problem is a different issue from the existing call

Log a new call. Example: A bakery manager calls to report the oven is not heating; a little while later, the same bakery manager calls to report the oven door has fallen off. A new call should be created because although the problem is with the same product and customer, it has a different symptom.

See Also:

About Calls


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Log a Call The Log a Call page lets you log new calls. (Note: Most problem type calls are logged by team leaders and call center representatives. However, there may be times when technicians need to log a call and assign it to themselves.) See Tips for Logging Calls.

1. On the Main Menu, tap or click Log a Call. The Log a New Call page opens.

2. Complete the form fields (be sure to type in all CAPS), and then tap or click Submit. All

fields in red are required entries.

If you assigned the call to yourself, it is automatically added to your My Tasks page (regardless of severity level); otherwise, the call is sent to the Dispatch Board to be assigned to a technician.

Field Descriptions

* Required field

Field Description

New Call * Select a reserved call number.

Severity * Select the call severity:

• Sev 1 - Emergency service

• Sev 2 - Same day service

• Sev 3 - Next day service

• Sev 4 - One week service • Sev 5 - Scheduled service

Service Order Type the associated service order number, if applicable.

Call Start Date/Time *

Type the date and time the service will begin in MM/DD/YYYY HH:mm format. This field automatically

Call/Actions

57

defaults to the current date/time.

Site * Type the four-digit store number plus the three-character site code (Ex: Store # 1234DFS).

Department Select the store department needing service (Bakery, Deli, Floral, etc.).

Phone Type the customer phone number.

Submitted By Type the submitter's name.

Point of Contact Type the name of the store contact person (e.g., department manager).

Product * Type the SAP number for the product being serviced. If you do not know the SAP number, tap or click the Find Product link. Note: You must be in online mode to use the Find Product function. See Settings.

Revision Revision number (always 1).

Serial # If the product is serialized, this field is automatically filled in when you select the product. For generic products, the field is blank. See Register Product.

Equipment # Equipment tag number for the product.

Asset # This is the same number as the Comp ID found in the InfoMan Configuration file. Currently, asset numbers are only used by FTS. If applicable, this field is automatically filled in when you select the product.

Call Type * Select the call type.

Assign to me You must check this box if you want to see the call in your task list. If you do not check this box, the call is sent to the bottom of the dispatch board, and the contact center must dispatch it to you.

Notes * Type any notes or comments related to the call. For example, if you want the call assigned to a specific person, indicate that in the notes for the dispatcher.

See Also:

Call Details


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Call Details The Call Details page displays all information associated with a call/action, including the site location, site contact, product and service information. See Field Descriptions.

Field Descriptions

Field Description

Site Four-digit store number plus the three-character site code (Ex: store # 1234DFS).

Building Name of building where store is located.

Dept Store department needing service (Bakery, Deli, Floral, etc.).

Severity Call severity level (1-5).

Service Order Associated service order number, if applicable.

Address Site address (street address, city, state, zip). To view a map for the site location, tap or click View Map.

Phones List of phone numbers for site.

Submitted By Name of employee who logged the call.

Point of Contact Name of contact person at site.

Assigned To Name of employee call is assigned to.

Product Name of product being serviced.

Serial (E;S;A) Serial number for product being serviced.

Service Type of service being performed.

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59

Warranty Exp Expiration date/time of product warranty.

Action Type Type of action being performed.

Symptom Type of problem occurring on equipment (e.g., Won't Operate/Run).

Customer Log Project-related number from InfoMan.

Service Window Operating hours for customer site.

Repeat Call If box is checked, the product has had the same problem occur previously.

Overtime Approved

If box is checked, Publix has approved overtime hours to complete the service within the needed time frame. See also Logging Overhead Calls.

Sched. From/To Date/time service is scheduled to be performed.

Status Current status of call/action.

Acknowledged Date/time call was acknowledged.

Respond By Date/time by which the technician should respond to the call (based on severity level).

Complete By Date/time by which the service should be completed (based on severity level).

See Also:

Completed Actions for Site Open Actions for Site Product History


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Change Product Use this function when a call/action was inadvertently logged to the wrong product -- for example, if a call was logged for a bakery oven when the problem was really with a microwave oven. You can also use this function to change a call originally logged to a generic product (LASERPRINTER) to a specific product (13022124).

The specific product should typically be a contractible item (i.e., whole equipment unit), not a sub-component. For example, if the call was logged to the generic product LASERPRINTER but the problem is actually with the fuser inside the printer, you would change the product to the specific SAP number for the printer, not for the fuser. 1. Find the appropriate call/action. 2. On the Call Details page, tap or click Chg Prod. The Change Product page opens.

3. In the Product field, type the SAP number for the correct product. If you do not know the

SAP number:

• Type the generic part type in the Product field (e.g., PINPAD), and then click the Find Product link to search the site inventory. A Product Search Results for Site page appears, listing all products currently registered to the site.

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Note: ML is limited in the number of lines it displays on some screens. If you do not see the SAP number for the product you want listed, click the New Search link at the top of the page. The Search Site Inventory page appears.

• Enter the site code and select a part type, and then click Search. The search

results are now narrowed down to the part type you are looking for.


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• Click the SAP number for the correct product. A Serial Products for Site page

appears, listing all of the serial numbers for this SAP number that are registered to the site.

• Select the correct serialized product (if the serial number you want is not listed,

see note below). The Change Product page re-appears with the product information filled in, based on your selection.

• Verify that all information is correct, and then click Submit. The page refreshes,

and a message confirms the product was successfully changed.

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If Then

the serialized item you are repairing is not registered to the site

• Click the Back button in your browser toolbar to return to the Change Product page.

• Type the generic product code in the Product field (e.g., PINPAD or UPS). However, this time, click the Find Part link instead of the Find Product link. This will let you search the entire part catalog for the correct SAP number.

• Click the SAP number to populate the Product field on the Change Product page.

• You must then manually type the serial number and equipment number, if applicable, in the appropriate fields. Upon submission, a new serial record is created for the product and a line item is triggered on the Needed Contract Lines report in CMMS Crystal Reports to alert the Contract Line Administrator that a contract line needs to be created for the item.

the serial number is already registered at another site

a message appears at the top of the page indicating “This serial is linked to another customer.” In this case, you will not be able to change product using that serial number. Leave the call logged to the generic product and contact your warehouse Inventory Control Specialist (ICS) for further assistance. Note: FTS technicians must complete the Product/Serial Record Research form to alert their ICS of the discrepancy.


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Register Product The Register Product function enables you to register a specific product at a customer site. Over time, this will allow Publix to build an inventory of serialized products located in all of its stores. You can also use the Register Product function when you encounter an existing serialized product that has been moved from one store to another.

The purpose of registering a serialized product is different from creating a contract line for that same product. Registration creates a serial record in the CMMS Stock module for inventory tracking purposes. The contract line represents the services available for that product at that customer site for call logging/billing purposes (i.e., internal service, external service, scheduled maintenance).

Serial records are only created for serialized products, whereas contract lines may be created for both serialized and generic products. However, if a contract line is created for a serialized product, the system will automatically link it to the appropriate serial record in CMMS. 1. On the Main Menu, tap or click Register Product (or tap/click the Register Product link

wherever it appears). The Register Product page opens.

2. In the Site field, type the customer site code. 3. In the Product field, type the SAP number for the product. If you do not know the SAP

number, tap or click Find Part to search the entire part catalog for the part. Note: The Find Part option is not recommended for use by FTS until the SAP cleanup effort currently underway is completed.

4. Select the desired product. The Register Product page re-appears with the Product and Revision fields filled in for the selected product.

5. Type the serial number and the equipment number in the appropriate fields. Note: These two numbers must be entered at the same time; you cannot go back and update them later.

6. Tap or click Submit. The page refreshes, and a message confirms the product was successfully registered to the site. If necessary, you can now begin logging service calls against the registered product.

Notes: • When you register a serialized product, the system checks for a matching equipment

number, serial number, or asset number (in that order) to determine if there is already an existing serial record in the system and then responds according to the following rules:

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If Then

a serial record does not currently exist

the system creates a new one, based on the customer site, SAP number, and product serial number you entered on the Register Product page.

a serial record already exists and the current location is a different store

the system prompts you to confirm that you want to move the record to the new location. See also Move Serialized Product From One Location to Another.

a serial record already exists and the current location is a warehouse

the system alerts you that you cannot move a serialized product that is registered to a warehouse and prompts you to contact your inventory control specialist for assistance.

• If you want to find out which serialized products have already been registered at a store:

• Enter the site code in the Site field.

• Type 1% in the Product field. (Note: This restricts the search results to only serialized products; if you do not use the wild card, the results will also include generic products.)

• Tap or click Find Product. • On the search results page, click a product in the list to view the specific serial

numbers that have been registered at the store. Note: The search results page is limited to 20 lines. To view more results, click the New Search link to open the Search Site Inventory page and select how many lines you want to see displayed in the search results.


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Acknowledge a Call To acknowledge (accept responsibility for) a call/action:

1. On the Main Menu, tap or click What's New. The What's New page opens. 2. Tap or click the call number for the call you want to acknowledge. The Acknowledge an

Assignment page opens.

To Accept a Call: To Reject a Call:

1. Tap or click Acknowledge.

2. In the ETA field, type your estimated arrival date/time to the customer site.

3. Tap or click Submit. The call is automatically moved from the What's New page to either My Diary (if Sev 1 or 2) or My Tasks (if Sev 3 and above).

1. Tap or click Reject. 2. Select a Reject Reason:

• Busy

• Can Not Fix

• Not Available

• Sickness 3. Enter any other details in

the Reject Notes field. 4. Tap or click Submit.

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Complete a Call/Action When you finish all of the activities associated with a call/action, you must complete the call/action in CMMS. If you have not already added fault, labor, and travel information to the call, you can do that all at one time when you complete it.

You cannot add part/product activity or expense information on the call completion page. You must add these activities first, and then complete the call/action. 1. Find the call/action you want to complete (under My Diary, My Tasks, etc). 2. At the top of the Call Details page, tap or click Complete. The Complete page appears.

3. In the Fault, Cause, and Remedy lists, select the appropriate fault/cause/remedy, if the

service call is a Problem call. Note: If there is more than one fault/cause/remedy involved in the service call, add them separately using the Faults link at the top of the page rather than entering them on the call completion page (which only allows one entry). Note: If the call is being "held for parts" and you are adding a follow-on action, select the Held for Parts option in the Remedy drop-down list. See Designate Call as Held for Parts.

4. In the Fault Location box, type the specific location on the equipment where the problem occurred (Ex: left panel).

5. In the Resolution Notes box, type an explanation of how you resolved the problem. 6. In the Travel Activity and Labor Activity lists, select Travel Hours and Labor Hours,

respectively. (Note: Only travel hours to a work site need to be reported.) 7. In the Duration fields, type the number of hours and minutes used for travel and labor,

respectively. Use HH:MM format. If no travel or labor hours were incurred, type 00:00 in


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these fields. Otherwise, the call/action will continue to appear in your What's New list with a "Completed With Missing Data" status.

8. In the Complete Activity list, select one of the following options:

Select: If . . .

Action Completed - awaiting closing

you have completed the call/action and it can be closed.

Complete - Follow on/Assign to me

you have completed the call/action but you have additional actions to perform. The system creates a second action of the same type as the first one. (Note: If you need to create a second action of a different type, contact your team leader or call center.)

Complete - Follow on/Dispatch Board

you have completed the call/action but additional actions need to be performed by someone else. The system creates a second action of the same type as the first one and sends it to the Dispatch Board for further assignment. (Note: If you need to create a second action of a different type, contact your team leader or call center.)

9. Leave the Date/Time fields set to the default (current date/time). 10. When finished, tap or click Submit.

Notes: • If the call/action is missing data (travel, labor, fault/cause/remedy), you can complete it,

but it will continue to appear under your What's New call list for up to 10 days to give you time to add the missing information. If you go back and add the missing data after you have completed the call, you must complete the call again to move the status forward to "Waiting for Approval." Otherwise, the call will remain in the "Complete With Missing Data" status.

• If the call/action is assigned to an internal technician, the action status changes to “Waiting for Approval.” The call/action remains in this status for 10 days, allowing for the call/action to be reviewed by the team leader or supervisor and for activities to be added or removed, as necessary. Once the 10 days have passed, Service Hub automatically places the call/action in a “Closed” status. No further updates can be made to the call/action once it has been closed.

• If the call/action has not been completed due to some type of delay (e.g., electrical work needs to be performed before the call/action can be completed), select one of the delay codes listed in the Complete Activity drop-down list. This does not change the status of the call or affect the SLA date. It is just another way to provide additional information about why the call could not be completed on time.

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Designate Call as Held for Parts

Using this function does not place a part order or reflect the status of an ordered part in the warehouse. It simply means the service call cannot be completed until a needed part is received. Technicians must still perform part requests and receive parts into their inventory as well as update their service call activities.

To designate a call/action as being "held for parts": 1. Find the call/action to which you want to add activities (under What's New, My Diary, My

Tasks). 2. On the Call Details page, tap or click Activities. The Activities page opens.

3. In the Activity list, select Required Part on Order. 4. In the Activity Date/Time field, type the start date/time for the activity. 5. Tap or click Submit. The call/action status changes to "Held for Parts." 6. Once the part is received, return to the Activities page and select Required Part

Received in the Type drop-down list. This returns the call/action status to "Dispatched." Note: You can also go straight from a "Held for Parts" status to "En Route," "Arrival on Site," and "Action completed - awaiting closing."

The Duration field is used only when recording labor/travel activities.

You can run the Call/Actions by Provider report to view a list of open calls with the "Held for Parts" status. To view a list of all calls with the "Held for Parts" status, run the Call/Action Activities report. For more information about these reports, see the CMMS Crystal Reports Online Help.


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Delay Codes The following codes should be used to indicate when the work for a call cannot be completed on time due to some type of delay. These codes appear in the Complete Activity drop-down list on the Complete Activity page.

Delay codes do not change the status of the call or affect the Complete By date/time in any way. They are simply a means of providing additional information about why a call could not be completed on time. See also Designate Call as Held for Parts.

You can view a list of call actions that have delay codes assigned by generating the Call Action Activities report (CSV version) in Crystal Reports. Save the report to Microsoft Excel, and then sort by the Event Type ID or Event Description column. All of the delay code descriptions begin with "Delay -".

Delay Code Event Type ID Description

Delay-Customer DCUS Work delayed due to customer preferences/priorities.

Delay-Depot Repair Supplier DRVS Work delayed due to depot repair issues.

Delay-Design Plans/Permitting DDSN Work delayed due to design plan or permitting issues.

Delay-Electrical Cabling/Conduit DELE Work delayed due to electrical cabling and conduit issues.

Delay-External Service Provider DESVP Work delayed due to external service provider issues.

Delay-Internal Service Provider DISVP Work delayed due to internal service provider issues.

Delay-LAN Administration DLAN Work delayed due to LAN administration issues (e.g., system access, passwords, etc.)

Delay-Materials Supplier DMS Work delayed due to vendor not having necessary materials/supplies to complete task.

Delay-Network Cabling/Conduit DNWC Work delayed due to network cabling/conduit issues (e.g., CAT 5 not installed, etc.)

Delay-Pending Other Request DPOR Work delayed due to multiple requests being coordinated at the same site or to waiting for another task to be completed first.

Delay-Project Management DPJM Work delayed due to project schedule changes.

Delay-Property Management DPRM Work delayed due to property

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management issues (e.g., leased locations, shopping centers, etc.).

Delay-Purchasing Analysis DAN Work delayed due to purchasing-related issue (e.g., having to purchase a replacement for a product that is not repairable).

Delay-Request Coordination DRC Work delayed due to date coordination is needed with an external vendor or internal supplier.

Delay-Shipping Supplier DSS Work delayed due to waiting for part from shipping vendor (FedEx, UPS, etc.)

Delay-Software Library DSWL Work delayed because a software load is needed from Lakeland.

Delay-Systems Engineering DSE Work delayed due to software issues that require involvement of systems engineer.

Delay-Warehousing DWHS Work delayed due to a part not being shipped or the wrong part being shipped.


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Customer Site Codes A customer site refers to the location at which service is needed.

• “Customer” refers to the facility needing service. Every Publix facility is a customer, including stores, manufacturing plants, warehouses, offices, etc.

• “Site” refers to the department who is responsible for the maintenance of the product needing service at that location.

Customer site codes consist of four digits representing the customer (store, warehouse, or other facility), followed by three characters representing the department responsible for servicing that facility. For example, if service responsibilities for store # 0123 are handled by Divisional Facility Services (DFS), the customer site code is 0123DFS. The following tables describe the various site codes used in CMMS. See also Physical Warehouse Codes and Overhead Site Codes.

DFS Site Codes

Code Customer Site Description

DFS Divisional Facility Services

Use when the Divisional FS department is responsible for servicing the product at that location, such as service in a Publix support or manufacturing facility or in the interior of a retail store within the division.

SCL Shopping Center - Leased

Use when service is needed to the structure or exterior of a store that we lease, but the Divisional FS department is responsible for providing service.

SCO Shopping Center - Owned

Use when Publix owns the shopping center and the Divisional FS department is responsible for providing service, such as when the exterior of the shopping center or one of the shopping center tenants needs service. The system does not identify tenants, so you will have to make a special note of that when you log the Call.

FTS Site Codes

Code Customer Site Description

FTS Facilities Technology Services

Use when services are provided by FTS Field Services.

TEL Telecommunications Use when services are provided by FTS Telecommunications.

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D####XXX FTS Systems Support

Use when services are provided by the FTS System Support team in the office and warehouse environments. Note: #### represents the 4-digit building number and XXX represents the 3-character department code. Example: D0901ACC refers to the Accounting department at building 901 – George Jenkins Office Bldg.


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Severity Levels

Level Description Acknowledge Within

Respond By Service Window

Complete By

1 Emergency that critically impacts a major business process. A significant number of business systems or store operations are currently unable to perform their tasks as necessary. A system, network, or major application is down or severely degraded. Examples: Major electrical problem No hot water Pharmacy IVR down

1 hour 2 working hours

24x7 / 365 days (no holiday exclusions)

4 working hours

2 Severely restricts a critical business function but that function is still operating. Without attention, the situation could escalate to a Severity 1 condition. The impact to the system or network impedes a business process or function from meeting daily production deliverables. Examples:

2 working hours 4 working hours

24x7 (excludes Easter, Thanksgiving, Christmas holidays)

0 working days (today)

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Broken window/door Lock/key problem Time clock problem

3 Moderate impact to a store or user’s ability to perform normal business functions. Examples: PIN pad problem Clogged toilet Refrigerated case light out

4 working hours 8 working hours

6:00 am - 6:00 pm (excludes Easter, Thanksgiving, Christmas holidays)

1 working day (tomorrow)

4 Minimal impact to either the business function or individual user’s ability to perform work. Examples: Overhead light out Leaky faucet Damaged part

8 working hours 6 working days (one week)

6:00 am - 6:00 pm (excludes Easter, Thanksgiving, Christmas holidays)

6 working days (one week)

5 No impact to the business function. Examples: Scheduled maintenance Preventative maintenance Project evaluations

8 working hours Adjustable (default is 13 working days, i.e., 2 weeks)

Varies - set by person logging the Call; normal work hours from 6 am to 6 pm.

Adjustable (default is 13 working days, i.e., 2 weeks)

Notes:

• Working hour = an hour within the Service Window assigned to the service call. Hours outside of the Service Window are not counted. Example: Severity 3 call received at 4:00 pm on Monday. Respond by is Tuesday at noon (8 working hours = 2 remaining hours on Monday (4 pm to 6 pm) + 6 hours on Tuesday (6 am to noon).


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• Working day = a full day as defined by the Service Window assigned to the service call. If a call is received in the middle of a day, then the current day is less than a full day and is therefore not counted. Example: Severity 3 call received at 10:00 am on Monday. Complete by is 1 working day. Since the call was received in the middle of the Service Window, Monday is not counted. The complete by date is the following day (Tuesday) at 5:59 pm.

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Overhead Calls

Overhead Calls

To help reduce the amount of "gray time" (non-productive hours) captured in CMMS, technicians can open a Severity 4 (or Sev 5) overhead call at the beginning of the week to log all overhead time for that week against a single overhead product - for example, meetings. All time spent preparing for or attending meetings during the week would be recorded as labor hours on that call. At the end of the week, any open overhead calls should be completed/closed.

You log an overhead call anytime you are performing non-billable activities, such as conducting research, attending training or meetings. To log an overhead call, you follow the same steps you would use to log any other call with two exceptions:

• Instead of using a customer site code, you use an overhead site code.

• Instead of using a traditional product, you assign an overhead product.

Logging Overhead Calls

Follow the steps below to log an overhead call: 1. On the Main Menu, click Log a Call. The Log a New Call page opens.

2. In the New Call drop-down list, select a call number. 3. In the Severity drop-down list, select Severity 4. 4. Leave the Call Start Date field set to the default date/time. 5. In the Site field, type the overhead site code. 6. Leave the Department field blank. 7. In the Phone field, type your cell phone number (optional). 8. In the Submitted by and Point of Contact fields, type your user ID or user name.


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9. In the Product field, type the code for the appropriate overhead product. Tip: You can also use the Find link to search for the "Overhead" product.

10. Leave the Serial #, Equipment #, and Asset # fields blank. 11. In the Call Type field, select Overhead. 12. Select (check) the Assign to Me checkbox.

Note: If you fail to check this box, you will not be able to see the call, once logged, in ML. It will be sent to the bottom of the dispatch board, and the contact center must dispatch it to you.

13. In the Notes field, type a brief explanation of the overhead call (e.g., meetings attended, name of training course, etc.).

14. Click Submit. Make note of the assigned call/action number.

Adding Labor/Travel Hours to an Overhead Call

To log hours against an overhead call, follow these steps: 1. On the ML Main Menu, click My Tasks. 2. Select the link for the desired overhead call. The Call Details page opens. 3. Click the Activities link at the top of the page. 4. In the Activity drop-down list, select either Labor Hours or Travel Hours. 5. In the Activity Date/Time field, type the start date/time of the labor/travel activity. 6. In the Duration fields, type the number of hours and minutes used for travel and labor,

respectively. Use HH:MM format. Example: If you spend two hours in an off-site meeting and 30 minutes traveling to reach the meeting site, you would log 30 minutes (00:30) to the travel activity and two hours (02:00) to the labor activity.

7. When finished, tap or click Submit.

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Overhead Site Codes The following site codes should be used when logging or searching for an Overhead type Call.

DFS Overhead Site Codes

Code Site

OVERLFS Lakeland Facility Services

OVERJFS Jacksonville Facility Services

OVERAFS Atlanta Facility Services

OVERMFS Miami Facility Services

FTS Overhead Site Codes

Code Site

OVERSST FTS Systems Support (Team 1)

OVERGLF FTS Gulf Coast (Team 3)

OVERMIA FTS Miami (Team 4)

OVERNCF FTS N/C Florida (Team 5)

OVEREXP FTS Expansion States (Team 6)

OVERTEL FTS Telecommunications


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Overhead Products

Product Description

CQI Continuous Quality Improvement. Use for WINs, QIPs, and quality improvement tasks. Do not use for self-development activities.

COORD Coordination. Use for general documentation, hardware evaluations, day planning, non-call-related e-mails, vehicle service, or other non-call-related work that doesn't fall under any other Overhead product.

INV Inventory. Use for warehouse and parts inventories.

MEET Meeting. Use for attending meetings. Travel time to and from the meeting would also be logged to this product.

PUD Pick up/delivery. Use for picking up and delivering equipment not specifically related to a service call.

RSCH Research. Use for conducting research.

SHRC Shipping/Receiving. Use for performing shipping and receiving activities.

TRAIN Training. Use for teaching as well as learning about new equipment and technologies. Time spent attending professional development courses/seminars and Facilities Academy classes should also be logged under this code.

TRAV Travel. Use for any travel that is not related to a call or other overhead category.

TSUP Teammate Support. Use for providing technical assistance to other Publix associates via the telephone. Note: If you go to a store to assist another technician, that labor/travel time should be charged to the service call on a second action.

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Viewing/Researching Related Calls

About Viewing/Researching Related Calls There are several functions you can use to view and research related calls and products at customer sites. All of these functions can be accessed from the Call Details page.

• Use the Completed Actions for Site link to view all completed call/actions for a particular customer site.

• Use the Open Actions for Site link to view all call/actions that are currently open for a particular site.

• Use the Product History link to view the last 25 calls associated with a particular product at a particular customer site.


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Completed Actions for Site The Completed Actions for Site page lets you view all completed call/actions for a particular customer site (including both open and closed). You can use this function to quickly see at a glance if there is a consistent problem associated with the equipment at a site.

1. On the Call Details page, tap or click the Completed Actions for Site link. The Completed Actions for Site page opens.

2. Tap or click a call number in the list to view the call details.

See Also:

Open Actions for Site Product History

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Open Actions for Site The Open Actions for Site page lets you view all call/actions that are currently open for a particular site. You can use this function to quickly see at a glance what is currently being worked on at a site for scheduling and coordination purposes.

1. On the Call Details page, tap or click the Open Actions for Site link. The Open Actions for Site page opens.


See Also:

Completed Actions for Site Product History


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Product History The Product History page lets you view the last 25 calls associated with a particular product at a particular customer site. You can use this function to quickly see at a glance if there is a recurring problem with a product at a site.

1. On the Call Details page, tap or click the Product History link. The Product History page opens.


See Also:

Completed Actions for Site Open Actions for Site

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Activities

About Activities Activities are events that must occur to complete an action (i.e., the specific details of the action). Every action has at least one activity. Recording activities helps to track the costs associated with providing service (labor, travel, expenses, parts, etc.).

See Also:

Activity Types Add/Update Activities


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Activity Types

Activity Description

Labor Hours Records amount of time spent performing actual labor for the service call. This activity type is required in order to complete and close a call. Note: When using this activity type, you must complete Duration fields.

Travel Hours Records amount of time spent traveling to and from a service location. This activity type is required in order to complete and close a call. Note: When using this activity type, you must complete Duration fields.

Expenses Records cost of each part/equipment purchased in the field to perform a service call.

Fault/Cause/Remedy Records the technician's diagnosis of the reason service is needed (fault) on a given product, what happened to make the fault occur (cause), and what was required to fix (remedy) the fault and/or cause. This activity type is required in order to complete and close a problem call.

Part/Product Records any part activity (installs, de-installs, and usage of consumables) associated with the service call.

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View Activities To view all of the activities associated with a call/action:

1. Find the call/action for which you want to view activities (under What's New, My Diary, My Tasks, etc.), and tap or click its call number. The Call Details page appears.

2. Tap or click the Activities link at the top of the page. The Activities page appears, listing all activities associated with the call/action.

3. To delete an activity, select the checkbox next to it, and then tap or click Delete

Selected.

See Also:

Add/Update Activities


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Add/Update Activities You can add and update the following types of activities associated with a call/action:

• Labor

• Travel

• Expenses

• Faults

• Notes

• Part Usage

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Add Labor/Travel

All calls must have Labor/Travel hours entered for them (even if the duration is 0 hours/minutes) in order to complete and close the calls. Otherwise, they remain in a "Complete With Missing Data" status until this information is added. If you go back and add the missing data after you have completed the call, you must complete the call again to move the status forward to "Waiting for Approval." Otherwise, the call will remain in the "Complete With Missing Data" status.

To add labor and/or travel activities to a call/action: 1. Find the call/action to which you want to add activities (under What's New, My Diary, My

Tasks). 2. On the Call Details page, tap or click Activities. The Activities page opens.

3. In the Activity list, select either Labor Hours or Travel Hours, depending on the type of

activity you want to add. 4. In the Activity Date/Time field, type the start date/time for the activity. 5. In the Duration fields, type the number of hours and minutes spent for the travel/labor

activity. Use HH:MM format. See also About Labor Hours. 6. Tap or click Submit. The activity appears in the list at the top of the page. 7. To delete an activity, select the checkbox next to it, and then tap or click Delete

Selected.

You can also add labor/travel activity when you complete a call. Notes:

• You should add labor/travel hours to a call/action as soon as possible after performing the work to help ensure accuracy of time reporting. Do not wait until the end of the week to report activities all at once as this skews the reporting data. If you are not able to add activity hours until the following day, back date the Activity Date/Time field to show the correct start date/time of the activity.

• You need only report travel hours for time spent traveling to a work site.

• If no travel or labor hours were incurred, go to the Complete a Call/Action page and type 00:00 in the Duration fields.

See Also:

Add Expenses Add Faults Add Notes


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About Labor Hours It is important to accurately record your labor hours for each service call as this information is used for reporting purposes. Labor time begins the moment you arrive at a store to work on a piece of equipment for a service call until the time you leave the store. All time spent on activities related to a service call (logging/updating the call, ordering or retrieving parts for the call, speaking to store associates about the problem or to gain access to the equipment, etc.) should be recorded in the labor hours. Even if you are interrupted by a store associate about another issue while working on a piece of equipment, that time should also be logged to the call, if the interruption is minimal (less than 5 minutes). If the interruption is longer, the technician should log another call and assign it to himself ("call to duty").

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Add Expenses Use this function to record purchases made with a corporate travel card or procurement card.

1. Find the call to which you want to add expenses. 2. On the Call Details page, tap or click Expenses. The Expenses page opens.

3. In the Activity list, select the expense type:

• Bought in Parts (expenses related to actual parts)

• Bought in Services (expenses related to labor services)

• Expenses (general or miscellaneous expenses, such as meals, gas, lodging, etc.)

4. In the Value fields, type the expense amount, in dollars and cents. 5. In the Desc field, type a brief description of the expense. If a purchase order was used,

type the PO number in this field. 6. In the Receipt No. field, type the receipt number, if available. 7. Tap or click Submit.

See Also:

Add Labor/Travel Add Faults Add Notes


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Add Faults

All problem calls must have Fault/Cause/Remedy data entered for them in order to complete and close the calls. Otherwise, they remain in a "Complete With Missing Data" status until this information is added. If you go back and add the missing data after you have completed the call, you must complete the call again to move the status forward to "Waiting for Approval." Otherwise, the call will remain in the "Complete With Missing Data" status.

To add fault/cause/remedy information to a problem call/action: 1. Find the call/action to which you want to add faults. 2. On the Call Details page, tap or click Faults. The Faults page opens.

3. In the Fault, Cause, and Remedy lists, select the appropriate choices.

• If the call is being "held for parts," select the Held for Parts option in the Remedy drop-down list. See Designate Call as Held for Parts.

• If the call is for equipment that has a potential safety hazard, see Reporting Potential Equipment Safety Hazards.

4. In the Fault Location box, type the specific location on the equipment where the problem occurred (Ex: left panel).

5. In the Resolution Notes box, type an explanation of how you resolved the problem. 6. Tap or click Submit.

You can also add fault/cause/remedy information when you complete a call. However, if there is more than one fault/cause/remedy associated with the call, use this Fault page to add them individually.

See Also:

Add Expenses Add Labor/Travel

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Add Notes


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Faults, Causes, Remedies, and Symptoms Faults, causes, remedies, and symptoms may vary, depending on the product type and call type.

• A symptom is a brief description of the problem, as reported by the customer (e.g., Won't Run/Operate).

• A fault is the diagnosis of the problem as reported by the service provider (e.g., Part/Component Failure)

• A cause is the underlying reason for the problem (e.g., Normal Wear/Tear).

• A remedy is the solution to the problem (e.g., Replaced Part/Component).

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Add Notes 1. Find the call/action to which you want to add a note. 2. On the Call Details page, tap or click Notes. The Notes page opens and lists any

existing notes for the call/action.

3. In the Add Notes box, type the text for your note. 4. Tap or click Submit. The new note appears in the list at the top of the page. 5. To add more notes, repeat steps 3 and 4. Each note you add is logged with the date,

time, and user name.

Use the Notes feature to record additional details about the call/action.

See Also:

Add Expenses Add Faults Add Labor/Travel


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Part Usage To record the usage of consumable parts while repairing a piece of equipment (e.g., electrical tape, cable ties, connectors, lubricant, nuts, bolts, and screws), follow these steps:

1. Find the call/action for which you want to record part usage (under What's New, My Diary, My Tasks, etc.).

2. Tap or click the call number. The Call Details page appears. 3. Tap or click the Activities link at the top of the page. The Activities page appears, listing

all activities associated with the call/action. 4. Tap or click the Product Activity link at the top of the page. The Product Activity page

appears.

5. In the Activity drop-down list, select Part consumed no cost. 6. The Warehouse field automatically defaults to your default warehouse. 7. In the Product field, type the SAP number for the part consumed. If you do not know the

SAP number:

• Type a portion of the description or alias, surrounded by wildcard characters (%), and then tap or click Find in Inventory to view a list of parts in your vehicle inventory that match the criteria.

• Tap or click the correct product. The Product Activity page re-appears with the Product and Revision fields filled in.

8. When finished, click Submit. A confirmation message appears, and the part usage activity is added to the top of the Product Activity page.

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Update Location Status As service calls are worked, you should update your location status so that the dispatcher knows where you are at all times.

1. Find the call/action for which you want to update your location status (under My Diary or My Tasks).

2. On the Call Details page, tap or click Activities. The Activities page opens.

3. In the Activity list, select your current location status for the call/action:

• En Route You are about to leave for the site or you are on your way to the site for this call.

• Arrival on Site You have arrived on site but have not completed the work yet for this call.

• Left Site You have left the site of this call temporarily (e.g., to obtain a part from a shared stock room).

• Diverted from Route You were en route to a service call when you received a higher priority call. Selecting this option returns the call in CMMS to a "Dispatched" status. Note: You will only see the "Diverted from Route" activity in the drop-down list on calls that are in an "En Route" status.

4. In the Activity Date/Time field, type the start date/time for the activity. 5. Tap or click Submit.

The Duration field is used only when recording labor/travel activities.

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Report Potential Equipment Safety Hazard If you are working on a piece of equipment and discover a potential safety hazard with it, you should record an additional “Fault/Cause/Remedy” record for the service call in CMMS. (If the safety hazard is with a different piece of equipment than the one you are servicing, log a new call for it and then add the F/C/R record.) Examples of potential safety hazards include:

• A safety switch that has been forced to stay in the "ON" position.

• A protective guard that has been bent or completely removed.

Only certain types of equipment serviced by Facility Services have safety features that could be potentially compromised. For a list of these product types, click here. If you are not sure whether something might be a potential safety hazard, be prudent and record it anyway in CMMS. This will alert the Corporate Safety group to investigate the issue further.

To add fault/cause/remedy information for equipment with a potential safety hazard, see Add Faults. Use the following information when adding these records:

• Fault = Potential Safety Hazard

• Cause = [select appropriate cause - normal wear/tear, customer abuse, neglect, etc.]

• Remedy = Report to Corporate Safety

• Fault Location = [indicate where on the equipment the potential safety hazard lies] • Resolution Notes = [provide a brief description of what safety feature or other

component has been compromised and its current condition]


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Equipment With Safety Features The following product types have safety features and/or protective guards. When adding fault/cause/remedy information for these product types, you have the option of recording a potential safety hazard fault record in CMMS.

Balers Compactors Dough Scale-O-Matics Food Processors Handicap Carts Meat Patty Machines Mixers Pineapple Slicers Rotisseries Twist Tie Machines

Bread Slicers Deli/Meat Slicers Dough Sheeters Fryers Knife Sharpeners Meat Saws Ovens Pot/Pan Washers Sealers People Movers

Cleaning Equipment Dough Rounders Floor Scrubbers Hand Wrappers Meat Grinders Meat Tenderizers/Cubers Peanut Butter Machines Receiving Dock Equipment Stock Handling Equipment

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Parts/Inventory

About Parts/Inventory You can use the Workforce application to help manage your vehicle inventory, including:

• Viewing and creating part requests. • Viewing and receiving parts shipped to you.

• Deinstalling parts from a store to your van.

• Searching for parts.

• Quick shipping parts to a warehouse, depot center, or to another vehicle within your Center.

• Reporting part discrepancies in your inventory.

• Registering products at customer sites. • Moving serialized products from one location to another.


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Manage Inventory The Manage Inventory function lets you manage the shipping and receiving of parts between the warehouse and your vehicle or depot center.

1. On the Main Menu, tap or click Manage Inventory. The Manage Inventory page opens.

This page is divided into four sections:

• The My Part Request section shows all part requests you have created, including the associated call/action number, if applicable.

• The Other Part Request section lists all part requests created by someone else but with which you have involvement. This includes auto replenishments for your vehicle and quick shipments initiated by another technician to your vehicle.

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• The Incoming Shipments section lists all incoming part requests that you need to receive into your vehicle inventory. These requests are listed by shipment number (i.e., dispatch note number), rather than the part request number. Note: Some of these incoming shipments may be tied to the part requests listed in the first two sections. Once you have received a shipment, it disappears from the list.

• The Outgoing Shipments section lists all outgoing shipments from your inventory, either to the warehouse or to another technician's vehicle.

2. To view a part request, tap/click the part request number. See View Part Request. 3. To view and receive a shipment, tap/click the shipment number. See View Shipment or

Receive Shipment.

See Also:

My Inventory


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My Inventory My Inventory shows a list of all parts housed in your vehicle inventory. Use this function to quickly see how many units of a particular part you have in your inventory.

1. On the Main Menu, tap or click My Inventory. The My Inventory Search Results page opens.

2. To quickly find a part, click the link for the index letter (A-Z) representing the first letter in the part description. For example, if you are looking for a washer, click the letter W.

Note: To find parts that begin with a number or symbol, click the # sign in the Index. If no parts in your inventory begin with a number or symbol, the # sign is not available.

3. To view the part details for a specific part (including the quantities on order, in transit, on hand, and available), tap or click the part number.

Field Descriptions

Field Description

Part SAP number for the part.


Serial Flag (Y/N) indicating whether the part is serialized in the stock system.

Qty. Good Number of units of part in good condition.

Qty. Faulty Number of units of part in faulty condition.

Aliases Other names or numbers associated with the part. See Part Alias.

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You can also search My Inventory for parts by using the Search Whse Inventory function.

See Also:

Part Details Manage Inventory Report Discrepancy


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Part Details You can view the details for a specific part in your vehicle inventory via the Part Detailed Inventory page. To access this page:

1. Tap/click a part number on the My Inventory page.

This page shows the quantity of part units you have on order, in transit, on hand, and available. Good parts are listed first, followed by faulty parts. This page also lists the equipment number, serial number, and asset number for each serialized part in your inventory, where applicable.

2. If you find an error in your inventory, click the Report Discrepancy link at the top of the page to report the problem to your centralized warehouse.

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Move Serialized Product from One Location to Another When you encounter a serialized product that has been physically moved from one store location to another but CMMS still thinks the product is installed at the old location, you can use the Register Product function to register the product at the new site. Doing this will automatically update the appropriate serial record in the CMMS Stock module.

1. On the Main Menu, tap or click Register Product (or tap/click the Register Product link wherever it appears). The Register Product page opens.

2. In the Site field, type the new customer site code (where product is located now). 3. In the Product field, type the SAP number for the product. 4. Type the serial number and the equipment number in the appropriate fields.

Note: These two numbers must be entered at the same time; you cannot go back and update them later.

5. Tap or click Submit. A message box appears, prompting you to confirm that you want to move the serialized product to the new location.

6. Tap or click OK to confirm the movement.


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Deinstall a Product

Serialized items must be registered to the customer site before you can deinstall them. If you are de-installing a non-serialized item that is not registered to the site, you can still use CMMS to deinstall it and quick ship it back to the warehouse. The deinstall activity will appear on the Call/Action Activities report in CMMS reports. The quick shipment can be tracked using the Part Request Details report.

To deinstall a product from a store or customer site to your vehicle inventory, follow these steps: 1. Log a call and assign it to yourself, or use an existing service call that has already been

logged for the product that you want to deinstall. 2. Access the call details, and click the Prod Act link. The Product Activity page appears.

3. In the Activity drop-down list, select one of the following options:

• Part/Product Deinstall Faulty (if part is faulty and needs testing or repair or is being scrapped)

• Part/Product Deinstall Good (if part is good and can be returned to stock to be used again)

4. The Warehouse field automatically defaults to your default warehouse. 5. In the Product field, type the SAP number for the product being deinstalled. If you do not

know the SAP number, type a portion of the description or alias, surrounded by wildcard characters (%), and then click the Find Product link. The system searches for and returns a list of products matching the criteria that are installed at the site associated with the service call.

6. Leave the Revision and Qty fields set to 1. If you are deinstalling more than one of the same item, change the quantity to reflect the correct number.

7. In the Serial field, type the serial number for the item, if applicable. Note: Serialized items must be registered to the customer site before you can deinstall them.

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8. Click Submit. The page refreshes to confirm the deinstall activity.

9. After deinstalling the item, it will reside in your vehicle inventory until you quick ship it

back to your central/repair warehouse.


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Install a Part

Installing a part and using a consumable part are two different activities. Installing a part moves the item in CMMS from your vehicle inventory to the customer site; if the item is serialized, it updates the serial record with the new location. For example, when replacing a piece of outdated equipment, you would deinstall the old product and then install the new one. When repairing a product at a customer site, you may need to use consumable items such as electrical tape or spray lubricant to complete the repair. When you use these items on a service call, your vehicle inventory is adjusted, but no other part records are updated in Service Hub. See also Part Usage.

To install a product at a customer site, follow these steps: 1. Log a call and assign it to yourself, or use an existing service call that has already been

logged for the product that you want to install. 2. Access the call details, and then click the Prod Act link. The Product Activity page

appears.

3. In the Activity drop-down list, select Part/Product Install. 4. The Warehouse field automatically defaults to your default warehouse. 5. In the Product field, type the SAP number for the product being installed. If you do not

know the SAP number, type a portion of the description or alias, surrounded by wildcard characters (%), and then click the Find in Inventory link to search your vehicle inventory for the product you are installing. Note: You cannot install a part until it has been received into your inventory.

6. Leave the Revision and Qty fields set to 1. If you are installing more than one of the same item, change the quantity to reflect the correct number.

7. In the Serial field, type the serial number for the product being installed, if applicable.

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8. Click Submit. The page refreshes to confirm the install activity.

Install activities will appear in the Call Action Activities report in CMMS Reports as well as in Data Mart.


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Part Usage To record the usage of consumable parts while repairing a piece of equipment (e.g., electrical tape, cable ties, connectors, lubricant, nuts, bolts, and screws), follow these steps:

1. Find the call/action for which you want to record part usage (under What's New, My Diary, My Tasks, etc.).

2. Tap or click the call number. The Call Details page appears. 3. Tap or click the Activities link at the top of the page. The Activities page appears, listing

all activities associated with the call/action. 4. Tap or click the Product Activity link at the top of the page. The Product Activity page

appears.

5. In the Activity drop-down list, select Part consumed no cost. 6. The Warehouse field automatically defaults to your default warehouse. 7. In the Product field, type the SAP number for the part consumed. If you do not know the

SAP number:

• Type a portion of the description or alias, surrounded by wildcard characters (%), and then tap or click Find in Inventory to view a list of parts in your vehicle inventory that match the criteria.

• Tap or click the correct product. The Product Activity page re-appears with the Product and Revision fields filled in.

8. When finished, click Submit. A confirmation message appears, and the part usage activity is added to the top of the Product Activity page.

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Changing Part Quality Follow these steps to change the quality of a part in your inventory from good to faulty, or vice-versa.

1. On the Main Menu, tap or click My Inventory. The My Inventory Search Results page opens, listing all of the parts in your vehicle inventory.

2. Tap or click the SAP number for the part requiring the change in quality. The Part

Detailed Inventory page for that part appears.

2. Write down the SAP number and the serial number (if serialized) for the selected part. 3. At the top of the page, tap or click the Report Discrepancy link. The Report Discrepancy

page appears.

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4. In the Part field, type the SAP number for the part. 5. In the Quality drop-down list, select the condition of the part as it currently exists in your

CMMS inventory. For example, if CMMS says the part is good but it is actually faulty, select Good in this field (default option).

6. In the Discrepancy Quantity field, type the quantity associated with the discrepancy. In most cases, this will always be 1.

7. In the Required Activity drop-down list, select Change Quality. 8. In the Reason drop-down list, select Changed Quality in Field. 9. For serialized parts, in the Actual Serial field, type the serial number for the part. 10. Type any additional explanatory notes or comments in the Notes field. 11. When finished, click Submit. The screen refreshes and a confirmation message appears

stating that the discrepancy has been reported.

If you change the part quality from good to faulty, the Quick Shipping page automatically populates the part information for the faulty item so that you can quick ship it back to the warehouse.


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Searching for Parts

About Searching for Parts When searching for specific parts in Workforce, you have several options:

• To search for a part located in your warehouse, stock room or in another vehicle within your center. use the Search Whse Inventory function.

• To search for all products at a particular site, use the Search Site Inventory function.

• To search for all parts in the parts catalog, use the Search Part Catalog function.

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Search Whse Inventory The Search Whse Inventory function lets you search for a part located in your central warehouse, shared stock room, or in another technician's vehicle within your center.

1. On the Main Menu, tap or click Search Whse Inventory. The Find Part in Inventory page opens.

2. In the Part field, type the SAP number for the part.

If Then

you know only a portion of the SAP number

type the known digits surrounded by a wildcard character (e.g., type 12000% to find all parts beginning with "12000")

you do not know the SAP number at all

tap or click Find Part. The Find Part page opens.

• In the Part field, type any known portion of the part description or part alias, surrounded by percent signs.

• Select a part type and/or part group (optional).

• Tap or click Search. A list of parts matching your search criteria appears. Tap or click the desired part number to select it. The Find Part in Inventory page re-appears, with the SAP number filled in the Part field.

Note: The Rev field always defaults to 1. Leave this setting as is. Note: You cannot scroll through a series of search results pages in ML as you can in Workforce Portal. If your product is not displayed on the first page (that is, if the page has the message “# lines out of # total” at the bottom) you will have to narrow your search criteria and perform another search.


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3. In the Warehouse field, type the physical warehouse code, stock room code, or vehicle code. Leave this field blank to search for the part in all warehouses to which you have access.

4. Tap or click Search. The Find Where Part Is Search Results page appears.

This page lists all of the parts that match your search criteria and shows how many units of each part are available in the selected warehouse. Note: If you receive the error message No such part number or Part not found, it may indicate:

• The SAP number entered for the part is not valid.

• There are no available units of the part on hand in the selected warehouse. 6. To perform a new search, tap or click the New Search link at the top of the page.

See Also:

Search Part Catalog Search Site Inventory

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Search Site Inventory The Search Site Inventory function lets you search all products at a particular site.

1. On the Main Menu, tap or click Search Site Inventory. A Product Search page opens.

2. In the Site field, type the four-digit store code plus the three-character site code, if known. 3. In the Product field, type the SAP number, the part alias, or the part description, if

known. If this information is not available, leave the Product field blank and instead select the product type and group to which the part belongs. Note: Set the Show # Lines drop-down list to the maximum number of lines (500) to ensure your search retrieves all of the intended results.

4. Tap or click Search. The Product Search Results for Site page appears.

This page shows all the products that match your search criteria and indicates whether they are serialized, stocked, or obsolete.

6. If the product is serialized, tap or click the SAP number to view a list of serial numbers. 7. To search for another part, tap or click the New Search link. 8. To register the product at the site, tap or click the Register Product link.

See Also:

Search Part Catalog Search Whse Inventory


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Search Part Catalog The Search Part Catalog function lets you search all parts in the parts catalog.

1. On the Main Menu, tap or click Search Part Catalog. The Find Part page opens.

2. In the Part field, type the SAP number, the part alias, or any known portion of the part

description in all capital letters flanked by percent signs (e.g., %JACK%). If this information is not available, leave the Part field blank and instead select the product type and group to which the part belongs. Note: Set the Show # Lines drop-down list to the maximum number of lines (500) to ensure your search retrieves all of the intended results.

3. Tap or click Search. A Part Search Results page appears.

This page shows all the parts that match your search criteria and indicates whether they are serialized, stocked, or obsolete.

4. To search for another part, tap or click the New Search link.

See Also:

Search Site Inventory Search Whse Inventory Register Product

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Part Requests

About Part Requests A Part Request is simply a request (i.e., an order) for parts. Each request has a unique part request number. Part requests may or may not be associated with a particular Call/Action. You can use Service Hub Workforce to request parts from the warehouse for your vehicle or stock room, or for a customer site. No other forms, e-mails, or phone calls are necessary to place the order to a warehouse. To request a part from another vehicle within your same Center, you should contact the appropriate technician via Nextel and request that they Quick Ship the part to you. If you need a part from a stock room to install the same day, you should pick up the part, install it at the customer site, and then record the movement of the part using the Part Activity function.

See Also:

View Part Request Create Part Request


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View Part Request To view a part request:

1. On the Main Menu, tap or click Manage Inventory. The Manage Inventory page opens, listing all of your part requests.

If you initiated the part request, look in the My Part Request section. If someone else initiated the part request, look in the Other Part Request section. Note: Auto-replenished parts are typically listed in this section.

2. To view a part request's details, tap or click the desired part request number. The View Part Request No. page opens.

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Field Descriptions

Field Description

Request No. Part request number.

Submitted Date/time part request was submitted.

Required Date/time part request required.

Call Call/Action number associated with the part request (if applicable).

To Warehouse to which the part request was sent.

Line Line number.

Part/Rev SAP part number/revision number.


Serial Flag (Y/N) indicating whether the product is serialized in the stock system.

Quality Condition of the part (good or faulty)

Quantity Ordered

The number of part units requested.

Quantity Picked

The number of part units picked at the warehouse.

Quantity Shipped

The number of part units shipped from the warehouse.

Quantity Received

The number of part units received.

Notes Miscellaneous notes/comments associated with the part request.


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Create Part Request To create a new part request:

1. On the Main Menu, tap or click Manage Inventory. The Manage Inventory page opens, listing all of your part requests.

2. At the top of the page, tap or click the Create Part Request link. The Create Part Request From XXXX page opens (where XXXX represents the warehouse from which you are requesting the part -- i.e., your centralized warehouse).

3. In the Request Type field, select the type of request you are creating:

• MR - Manual Request Use to order a part from your default warehouse to be shipped to your van or depot center when the request is not specific to a particular Call/Action. (default option)

• MRS - Request to Site Use to order a part from your default warehouse to be shipped directly to a site rather than to your van inventory. An MRS is not specific to a particular Call/Action.

• CRS - Request to Site With Ref Call Use to order a part from your default warehouse to be shipped directly to a site as part of work performed for a specific Call/Action (e.g., Deliver action).

• CR - Request to Van/Depot With Ref Call Use to order a part from your default warehouse to be shipped to your vehicle or depot center as part of work performed for a specific Call/Action.

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Note: Be sure to select the correct request type. If you start entering part request data and then want to go back to change the request type, a warning message appears, indicating that you will lose the data you already entered.

4. In the Required Date fields, enter the date and time by which the part is needed. Be sure to use mm/dd/yyyy format. Currently, this field defaults to the current date and time. You must change it to the actual required date/time. The system will not allow you to submit your part request with the current date/time (same day).

5. In the To Warehouse or To Site field, indicate where the part should be shipped: • If the part should be shipped to your van or your assigned depot center, select

the appropriate option in the drop-down list (MR and CR request types).

• If the part should be shipped directly to a store, type the appropriate site code in the field (MRS and CRS request types).

6. In the Point of Contact field, type the name of the person responsible for receipt of the part (either you or store contact if part is being shipped to store).

7. In the Call/Action field, type the call/action number associated with the part request, if applicable. Note: This field only appears on the Create Part Request From XXXX page when you select the CR and CRS request types.

8. In the Part field, type one of the following: • SAP number for the part

• Part description

• Part alias If you do not know any of this information, tap or click Find Part to search for and select the part.

9. In the Rev field, type the revision number. This number is always 1. 10. In the Qty field, type the number of units for this part you are requesting. 11. In the Notes field at the bottom of the page, type any miscellaneous notes or comments

associated with your request, if applicable. For example, if the request is an emergency, you can use the Notes field to record instructions for shipping as well as contact information.

12. When finished, tap or click Submit. A confirmation message appears at the top of the page, indicating the request was successfully created and displaying the part request number.


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Incoming/Outgoing Shipments

About Shipments Shipments refer to either incoming or outgoing shipments of one or more parts. Each shipment has a unique shipment number identifying it. This number is the same as the number of the dispatch note (packing list). You can view shipments in Service Hub Workforce once they have been shipped (dispatched) from the warehouse.

Incoming Shipments (Receiving)

To receive shipments, use the Incoming Shipments section of the Manage Inventory page. You can receive shipments into your inventory from your centralized warehouse or from other vehicles within your center. If you want to receive a part from a shared stock room into your inventory (if the item is not to be installed that day), you must have a team leader perform a quick shipment to your vehicle. Team leaders can also receive parts into the stock rooms within their center; however, they will need to coordinate that task with the associate(s) who can verify the physical shipments at a particular stock room.

If you pick up a part from a stock room to install the same day, you do not need to receive the item into your inventory.

Outgoing Shipments

To send shipments within CMMS, use the Quick Shipment function. You can ship parts from your inventory to the warehouse, or to other vehicles or stock rooms within your center. Team leaders can also quick ship from a shared stock room to a technician’s van.

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View Shipment To view a shipment (either incoming or outgoing):

1. On the Main Menu, tap or click Manage Inventory. The Manage Inventory page opens, listing all of your part requests and incoming/outgoing shipments.

2. In the Incoming or Outgoing Shipments section, tap or click the desired shipment

number:

If Then

you click an incoming shipment

you are taken to a page where you can receive the shipment into your inventory.

you click an outgoing shipment

you are taken to the View Shipment page, which lets you view the details of your quick shipment.


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Quick Shipment The Quick Shipment function enables you to:

• ship a part from your vehicle inventory back to a warehouse -- for example, when you have deinstalled a faulty part from a customer site or received a part that turns out to be faulty (i.e., bad out-of-box)

• ship a part from your inventory to another technician's inventory The part must be in your vehicle inventory before it can be quick shipped. If it resides in a store, it must be deinstalled to your vehicle inventory first.

1. On the Main Menu, tap or click Manage Inventory. The Manage Inventory page opens. 2. At the top of the page, tap or click the Quick Shipment link. The Quick Shipping from

XXXX page opens (where XXXX represents your vehicle warehouse code).

3. In the Ship To field, type the warehouse code for the warehouse, vehicle, or stock room

you are quick shipping the part to. • For FTS, faulty items needing testing or repair must be shipped back to 9041R

(FTS Repair Warehouse).

• For DFS, faulty items should be returned to the technician's central warehouse (9946, 9950, 9951, or 9952).

• For both FTS and DFS, good items (spares, return to stock items) should be shipped back to the technician's central warehouse.

4. The Shipping Date field automatically defaults to the current date/time. If you are shipping the part the next day, change the date to reflect when you will actually ship the item.

5. In the Call/Action field, type the call/action number associated with the part being shipped, if applicable.

6. In the Carrier field, select the carrier you want to use for shipping the item.

5.

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If Then

you are bringing back the items in your van

• select FS Truck as the carrier

• type the number of packages being returned in the Num. of Pieces field (a required field).

You are using an external shipping carrier

• select the appropriate carrier. • select the type of service (Next Day,

Overnight, etc.).

• type the shipper's airbill number in the Waybill field.

Note: If the shipping number is too long to fit in this field, type it in the Notes field.

• type the total shipping cost of all packages in the Cost of Ship field. Note: To help reduce shipping costs, send equipment as “freight.”

• type the number of packages being shipped in the Num. of Pieces field (a required field).

• type the weight of the package in the Weight (lbs) field.

6.

7. In some cases, the part information is automatically populated for you on the Quick

Shipping page - for example, if you are quick shipping a part that you deinstalled from a store as faulty or if you received a part into your inventory and then used the Report Discrepancy page to change the part quality from good to faulty (the part was "bad out-of-box"). If the part information does not automatically fill in, then follow these steps:

• In the Part field, type the SAP number for the part you are quick shipping. If you do not know the SAP number, do one of the following:

o Click the Main Menu link, and then click My Inventory to locate the item alphabetically in your inventory and retrieve the correct SAP number. - OR -

o Type the generic product name (e.g., PINPAD), or type a portion of the part description or alias, surrounded by wildcard characters (e.g., %CAT5%) in the Part field, and then click the Find Part link. A Part Search Results page appears with a list of items matching your search criteria.


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o ML limits you to viewing the first 20 lines of the search results, so if the

item is not in those 20 lines, click the New Search link at the top of the page. A Find Part search page appears. Change the Show # of Lines box to 500, and try your search again.

o Once you locate the correct part number, click it. The Quick Shipping screen then fills in the information for the selected part.

8. In the Rev field, type 1. 9. Select the part quality. This quality must match the quality as shown in your inventory. If

you are trying to quick ship an item as faulty, but your inventory is showing it as good, you must change the part quality to faulty before attempting to quick ship the item.

10. Enter the serial number, if the item is serialized. Serial numbers should always be in uppercase.

11. You can add multiple parts to a single quick shipment. The system adds new part rows as you use the existing rows. In the Qty to ship field, type the number of units of the part being shipped. For serialized items, this field always = 1.

12. In the Notes field, type an explanation of why the part is being returned and any other notes needed by the warehouse when it receives the item. Note: FTS technicians who are quick shipping a pin pad unit must include the carrier's tracking number in the Notes field to facilitate meeting TG-3 compliance.

13. When finished, click Submit. The page refreshes, and a confirmation message appears, stating that the part request was successfully created.

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14. Be sure to write down the part request number highlighted in yellow at the top of the page

so that you can record it on the equipment return tag (FTS technicians only). Note: Do not use the Shipment number that CMMS generates. The warehouse uses the part request number generated with the quick shipment function, not the shipment number, to receive the item.

15. After quick shipping a part in CMMS, verify that your inventory was updated by clicking My Inventory. The quantity of the part should be reduced by the number of units shipped.

Notes: • If your inventory does not update properly, notify your team leader so that he can report

the problem.

• Do not quick ship good and faulty items at the same time on the Quick Shipping screen.

• If you forget to write down the part request number associated with a quick shipment, click the Manage Inventory link and look under the Outgoing Shipments section for the quick shipment. Click the shipment number to view the shipment details, including the part request number. The part request number also appears at the top of the Manage Inventory page under the My Part Request section.

• FTS technicians must completely fill out the equipment return tag and attach it to the item being sent back. This information includes:

• Part request number (The warehouse uses the part request number associated with the quick shipment rather than the shipment number to perform receiving functions.)

• SAP Material Master number

• Model and serial number • Call/action number

• Store number

• Item description

• Problem description

• If an FTS part needs testing before it can be returned to stock, indicate that on the equipment tag and quick ship it to 9041R as faulty. If the item is in working order and


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requires no testing or repair, write RTS (for Return to Stock) on the equipment return tag and quick ship it to 9041 as good.

• For van-to-van transfers, the "From" technician should initiate the quick shipment. The "To" technician must receive the incoming shipment before using the part for any service call.

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Receive Shipment Use the Receive Shipment function to receive items shipped to you into your vehicle inventory.

The Receive Shipment page looks slightly different, depending on whether the item being received is serialized or non-serialized.

Serialized Items

1. On the Manage Inventory page under Incoming Shipments, click/tap the shipment number. The Receive Shipment page opens.

2. Confirm or dispute the serial number as follows:

• To confirm the serial number, select the Confirm option. Type any Shipment Notes needed by the central warehouse, and then click Submit. A message appears, indicating that your request has been successfully submitted. The part is added to your inventory (My Inventory). The received shipment no longer appears on the Manage Inventory page.

• To dispute the serial number, select the Dispute option, and then type the serial number that is on the item you are receiving in the text box. Type any Shipment Notes needed by the central warehouse, and then click Submit. A discrepancy report is automatically sent to the Inventory Control Specialist (ICS) for your warehouse to investigate and correct. Note: In this case, you do not need to enter a separate Report Discrepancy. The shipment continues to appear in the Incoming Shipment section of your Manage Inventory list until the ICS resolves the dispute.

3. To report any type of discrepancy at the time of receipt other than the wrong serial number, click/tap the Report Discrepancy link at the top of the page.

4. To return to the Manage Inventory page, click/tap the Manage Inventory link at the top of the page.

Non-Serialized Items


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1. On the Manage Inventory page under Incoming Shipments, click/tap the shipment number. The Receive Shipment page opens.

2. Type the quantity received in the Quantity Received field for each part:

• If you received less than the quantity you expected, type the actual quantity you received in the Quantity Received field for that part. The remaining on order stays as an outstanding part request. You should also call your centralized warehouse to let them know you are still waiting on additional units of the part.

• If you received more than the quantity you expected, click the Report Discrepancy link and fill out the Report Discrepancy page (with the reason “Overshipped Part”).

3. To view the entire part request associated with the received part, tap/click the part request line number. See View Part Request.

4. Type any notes in the Shipment Notes section, and then click Submit. A message appears, indicating that your request has been successfully submitted. The part is added to your inventory (My Inventory). The received shipment no longer appears on the Manage Inventory page.

5. To return to the Manage Inventory page, click/tap the Manage Inventory link at the top of the page.

If the part being received is associated with an open service call (i.e., a call that was "held for parts," you must select the Required Part Received activity to return the call status to "Dispatched." See Designate Call as Held for Parts.

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Report Discrepancy Use the Report Discrepancy function to report discrepancies with your vehicle inventory to your area warehouse. Discrepancies can occur with:

• Part quality (e.g., CMMS indicates the part is good when it is really faulty, or vice-versa)

• Stock/replenishment levels (actual quantities on vehicle do not match CMMS or reorder levels/quantities need to be adjusted)

• Shipping errors (warehouse overshipped part, shipped the wrong part, or shipped part with wrong serial number)

All of these discrepancy types result in a stock adjustment of some type on the Service Hub Client side. Follow these steps to report a part discrepancy:

1. On the Main Menu, tap or click My Inventory. The My Inventory Search Results page opens, listing all of the parts in your vehicle inventory.

2. Tap or click the SAP number for the part that has a discrepancy. The Part Detailed

Inventory page for that part appears.

• Verify you have selected the correct part.

• If the part is serialized, verify that the serial number is correct.


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3. At the top of the page, tap or click the Report Discrepancy link. The Report Discrepancy page appears. Note: You can also access the Report Discrepancy page when you receive a part by clicking the Report Discrepancy link at the top of the Receive Shipment page.

4. In the Part field, type the SAP number for the part. If you do not know the SAP number,

click Find Part to search for it. 5. In the Quality drop-down list, select the condition of the part as it currently exists in your

CMMS inventory. For example, if CMMS says the part is good but it is actually faulty, select Good in this field (default option). You will change the part quality later in step 7 of this procedure.

6. In the Discrepancy Quantity field, type the quantity associated with the discrepancy. • For serialized items, leave this setting at 1 (default).

• For non-serialized items, indicate the number of items you are reporting a discrepancy with (1 or more).

7. In the Required Activity drop-down list, select one of the following options:

• Change Quality - Use this option if you want to change the current part quality (either from good to faulty or from faulty to good).

• Report Discrepancy - Use this option for any other discrepancy other than changing the part quality.

8. In the Reason drop-down list, select one of the following options:

Discrepancy Reason Approval Required By

Action Required By

Add Qty to Inventory Team Leader Inventory Control Specialist

Changed Quality in Field *

N/A CMMS System

Move Serial Warehouse Inventory Control Specialist

Overshipped Part Warehouse Inventory Control Specialist

Received Faulty * (Bad out-of-box)

N/A CMMS System

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Remove Qty from Inventory

Team Leader Inventory Control Specialist

Reorder Level Update Team Leader Inventory Control Specialist

Reorder Quantity Update Team Leader Inventory Control Specialist

Wrong Part Received Warehouse Inventory Control Specialist

Wrong Serial Received Warehouse Inventory Control Specialist

* Requires selection of Change Quality option as Required Activity (see step 7 above).

9. For serialized parts, select the correct serial number indicator and type the actual serial number of the part for which you are reporting the discrepancy on. You would use this field (and not the Serial field) if the discrepancy is not specifically about the serial number.

10. For serialized parts in which the discrepancy involves the serial number itself, type the CMMS serial number of the part (as it is listed in your CMMS inventory) for which you are reporting the discrepancy. If the discrepancy is not specifically about the serial number, do not use this field.

11. Type the part request number associated with the discrepancy, if known, in the Part Request No field.

12. Type the shipment number associated with the discrepancy in the Shipping No field. 13. Type any additional explanatory notes or comments in the Notes field. 14. When finished, click Submit. The screen refreshes and a confirmation message appears

stating that the discrepancy has been reported.

Discrepancy reports can be tracked using the Discrepancy Transactions report in CMMS Crystal Reports (Inventory > Operational Reports > Discrepancy Transactions).


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Stock Concepts & Terms

Part vs Product The terms “Part” and “Product” are used interchangeably in Workforce. Both field names appear in the software application. However, the following distinctions should be made between these two terms:

• A “Part” refers to any item that may be in inventory in a Publix warehouse. This includes whole units, spare parts, raw materials, tools, and consumable items. Whenever you click a Find Part link on a page, you are typically taken to a search criteria page that, when submitted, searches the entire part catalog (all warehouses).

• A “Product” is an item that has been installed in a store to which we dispatch service. Generally, these are whole equipment units or structural items, not sub-components. Products are “contractible” items, meaning the "Contractible" flag is set to Yes on the part record in Service Hub Client to indicate that the part is appropriate for use on a contract line. Whenever you click a Find Product link on a page, the system typically searches for the item in the inventory at the customer site.

There are two types of products: Generic Products Generic Products are generalized types of equipment or structural items and have alphabetic codes (e.g., .GARBAGEDISPOSAL). and Specific Products Specific Products specify the equipment type, are linked to SAP Material Master numbers, and have numeric codes (e.g., SINK, 42", 3-COMPARTMENT, SEAFOOD = SAP 12977848). .

Spare "parts" are typically used to service a "product" (e.g., three bearings used to repair a bakery mixer).

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Part Alias A part alias is another name for a specific part/product. Examples of common aliases are the supplier part number or the original equipment manufacturer (OEM) number. A single part/product can have multiple aliases. However, each alias must be unique; the same alias cannot be used for multiple parts. When you search for parts in CMMS, you can search by the Part Alias by putting the Alias code in the Product/Part field (or a portion of the Alias code surrounded by %s).


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Part Groups Parts are grouped in CMMS to aid in lookup and maintenance of inventory. Parts may be grouped by:

• Store department (Bakery, Deli, Meat, etc.)

• Type of service (electrical, plumbing, etc.)

• Equipment, material, or system Some parts may be in more than one group. For example, a Hobart mixer may be in a group defined for all Hobart equipment, and it may also be in another group defined for all types of mixers. Product groups contain product types. For a complete list of CMMS product groups and types, you can generate a parts report in Crystal Reports. For details, see the CMMS Crystal Reports Online Help.

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Auto-Replenishment The Auto-Replenishment function is designed to automatically place orders for replenishment so that a service vehicle is continually stocked with the needed service parts. This process works by generating part requests for items to be shipped from the technician's central warehouse to the technician’s vehicle warehouse. Which items get automatically replenished and how many are requested is based upon the Reorder Levels and Quantities established for the specific part and vehicle. You can view the Reorder Level and Reorder Quantity values for any part by using the Search Whse Inventory function.

If necessary, you can request a change to your reorder levels and quantities via the Report Discrepancy function. However, this action requires team leader approval before the change can be made by the warehouse.


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Reorder Levels/Quantities Team leaders and supervisors are responsible for maintaining the proper reorder levels and quantities for their technicians' vehicle inventories. To change these values, you must request the change through the Inventory Control Specialist (ICS) in your central warehouse.

Reorder levels and quantity settings are established per vehicle. This means that different technicians may keep different stock levels of the same part based on the type of equipment they service within the territory of retail stores they support. For example, if one particular technician services stores that frequently have problems with their bakery ovens, that technician might keep a higher quantity of oven parts in his inventory compared to other technicians.

Minimum (MIN) and Maximum (MAX)

In the past, these terms referred to the acceptable part quantities that technicians should have on-hand in their inventories.

• MIN represented the lowest acceptable quantity a technician should have on-hand (prior to reorder).

• MAX represented the highest acceptable quantity a technician should have on-hand (after receiving re-order).

CMMS does not use MIN and MAX but uses reorder levels and quantities instead. However, the concepts are very similar.

Reorder Level

The Reorder Level represents the minimum stock level for the vehicle (equivalent to the MIN in a Min/Max-based system). Whenever the vehicle drops at least 1 unit below the Reorder Level, auto-replenishment will automatically place an order with the central warehouse for shipment to the vehicle warehouse.

If the Reorder Level is set at 1, the technician will run out of that part before an order is placed. Therefore, it is recommended that you always set the Reorder Level to 2 or higher.

Example:

Warehouse Part Reorder Level Reorder Quantity

FTSV092 12345678 2 3

Whenever the on-hand quantity of part 12345678 in vehicle FTSV092 drops below 2, a replenishment order will be created for parts to be shipped from the department’s central warehouse to this vehicle warehouse.

Reorder Quantity

The Reorder Quantity represents “how many more than the minimum are normally allowed” for this vehicle warehouse.

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• If you want to keep exactly a certain number on the vehicle, then the Reorder Quantity will be 0. For example, if you want to always keep 2 units of part XYZ on the vehicle, the reorder level is 2 and the reorder quantity is 0.

• If you want to allow for some fluctuation in the on-hand quantity, then Reorder Quantity will be the difference between the minimum and maximum quantity to keep stocked. For example, if you want to always keep between 6 and 10 units of part XYZ on the vehicle, the reorder level is 6 and the reorder quantity is 4.

The maximum stock level (equivalent to the MAX in a Min/Max-based system) for the vehicle is equal to the Reorder Level + Reorder Quantity. Example:

Warehouse Part Reorder Level Reorder Quantity

FTSV092 12345678 2 3

The maximum number to keep on hand [Reorder Level + Reorder Quantity] is 5. For part 12345678, the vehicle is to keep on-hand a quantity of between 2 and 5 at all times. When placing an auto-replenishment order, the system will request the number needed to return the vehicle to a total of 5 for part 12345678. If the vehicle reaches an on-hand quantity of 1, auto-replenishment will place an order for 4 more of this part.

The auto replenishment process is triggered by the following field values:

• Reorder Level Minimum part quantity allowed before auto-replenishment starts. When the quantity on-hand becomes less than this value, an automatic Part Request is generated for this part for the next time auto-replenishment is scheduled. (Minimum + 1)

• Reorder Quantity Total maximum quantity we want for this part minus the Reorder Level. This is not the actual quantity that is to be reordered.

If Minimum is

And Maximum is

Then

1 2 Reorder Level = 2 Reorder Quantity = 0 (2-2)





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Physical Warehouse Codes • 9013 - FTS Warehouse

• 9041 - FTS Parts Warehouse • 9041R - FTS Repair Warehouse

• 9946 - Lakeland Facility Services Warehouse (LFS)

• 9950 - Atlanta Facility Services Warehouse (AFS)

• 9951 - Jacksonville Facility Services warehouse (JFS)

• 9952 - Miami Facility Services warehouse (MFS)

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Vehicle Codes Technicians are responsible for maintaining their own vehicle's stock inventory. Each vehicle is assigned a sequential three-digit number. Vehicle codes use a CCCV### format:

CCC = Center ID (either LFS, MFS, JFS, AFS, or FTS) V = vehicle ### is sequentially numbered vehicle per location (001, 002, etc.)

Examples: • LFSV001 - Lakeland Facility Services Vehicle #001

• LFSV002 - Lakeland Facility Services Vehicle #002

• MFSV001 - Miami Facility Services Vehicle #001

• FTSV003 - FTS Vehicle #003

Critical parts that are too large to carry around in a vehicle may be stored in a stock room for easy access.

A list of vehicle/stock room codes is available on the CMMS Info-Site.


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Stock Room Codes Stock rooms (also called a parts depot) are used to store larger parts so that technicians can easily access them. Each stock room is assigned a sequential three-digit number. Team leaders can receive parts into stock rooms within their Center. Stock room codes use a CCCS### format:

CCC = Center ID (either LFS, MFS, JFS, AFS, or FTS) S = stockroom ### is sequentially numbered vehicle per location (001, 002, etc.)

Examples:

• JFSS001 - Jacksonville Facility Services Stock Room #001

• JFSS002 - Jacksonville Facility Services Stock Room #002

• MFSS001 - for Miami Facility Services Stock Room #001 • FTSS005 - FTS Stock Room #005

A list of vehicle/stock room codes is available on the CMMS Info-Site.

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Voice Portal

About Voice Portal Voice Portal is the voice-activated component of CMMS that enables technicians to call a toll-free number to acknowledge, update, and complete their service calls via the telephone. Although this feature is typically used by external service providers, it can also be used by internal Facility Services and FTS technicians as a supplemental tool to their tablet PC or laptop. It is particularly helpful in cases where the technician is having problems with his PC or is traveling to and from numerous customer sites and needs an easy way to update his current location status. For example, you might use Voice Portal to acknowledge calls and update their status, but use your tablet PC or laptop to add call activities (such as notes, fault/cause/remedy information, and labor/travel hours) and to complete calls.

To measure usage of Voice Portal to acknowledge and complete service calls, generate the Electronic Updates by Supplier report in Crystal Reports. See the CMMS Crystal Reports Online Help.

See Also:

Accessing Voice Portal Standard Voice Portal Menu Prompts Voice Portal Tips Voice Portal Errors Voice Portal Scenarios


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Accessing Voice Portal To access the Voice Portal system, call 1-866-528-7698.

To access Voice Portal, you must have a user ID and PIN. For internal users, your Voice Portal user ID is the same as your Service Hub user ID (e.g., XABC1). Your PIN is the first 5 digits of your social security number.

See Also:

Standard Voice Portal Menu Prompts Acknowledging Calls in Voice Portal Updating a Call Status in Voice Portal Voice Portal Tips Voice Portal Errors Voice Portal Scenarios

Voice Portal

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Standard Voice Portal Menu Prompts The following are the keypad equivalents for the standard menu prompts used in Voice Portal.

• 1 = Yes

• 2 = No

• 3 = En Route

• 6 = Onsite

• 7 = Held for Parts

• 9 = Complete

• * = Start Over

Prompts 4, 5, and 8 are not currently used by Voice Portal.


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Acknowledging Calls in Voice Portal Follow these steps to acknowledge a call in Voice Portal.

1. Access the Voice Portal system by calling the toll-free number, 1-866-528-7698. 2. When prompted, speak or enter your employee ID number. For internal employees, this

is the same as your Service Hub user ID (e.g., XABC1). 3. When prompted, speak or enter your 5-digit PIN number. For internal employees, the PIN

is the first 5 digits of your social security number. 4. When prompted, speak or enter each digit of the call number you want to acknowledge

(e.g., 891305). 5. When prompted, speak or enter each digit of the action number (e.g., 1). 6. The system prompts you to confirm the call/action number, product, and store number for

the service call.

• If correct, say "Yes," or press 1.

• If incorrect, say "No," or press 2. You will be prompted to enter the correct call/action number.

7. The system prompts you to accept the assignment:

• If you want to accept/acknowledge the assignment, say "Yes," or press 1. The system confirms the acknowledgement time.

• If you do not want to accept/acknowledge the assignment, say "No," or press 2. 8. The system prompts you to indicate whether you want to update another call.

• If you want to acknowledge, update, or complete another call, say "Yes," or press 1. You will be prompted to enter the next call/action number.

• If you are finished, say "No," or press 2. 9. When the system says "Goodbye," you may hang up.

See Also:

Updating a Call Status in Voice Portal Voice Portal Tips Voice Portal Errors Voice Portal Scenarios

Voice Portal

151

Updating a Call Status in Voice Portal Follow these steps to update the status of a call in Voice Portal. This procedure also applies to completing calls.

1. Access the Voice Portal system by calling the toll-free number, 1-866-528-7698. 2. When prompted, speak or enter your 5-digit employee ID number. For internal

employees, this is the same as your Service Hub user ID (e.g., XABC1). 3. When prompted, speak or enter your 5-digit PIN number. For internal employees, the PIN

is the first 5 digits of your social security number. 4. When prompted, speak or enter each digit of the call number you want to acknowledge

(e.g., 891305). 5. When prompted, speak or enter each digit of the action number (e.g., 1). 6. The system prompts you to confirm the call/action number, product, and store number for

the service call. • If correct, say "Yes," or press 1.

• If incorrect, say "No," or press 2. You will be prompted to enter the correct call/action number.

7. The system prompts you to enter the call status:

• If you are en route to the service call, say "En Route" (pronounced "In Root"), or press 3.

• If you are on site, say "On Site," or press 6.

• If the call is being "held for parts," say "Held for Parts," or press 7.

• If you have completed the call, say "Complete," or press 9. The system confirms the completion time.

8. The system prompts you to indicate whether you want to update another call.

• If you want to update another call, say "Yes," or press 1. You will be prompted to enter the next call/action number.

• If you are finished, say "No," or press 2. 9. When the system says "Goodbye," you may hang up.

See Also:

Voice Portal Tips Voice Portal Errors Voice Portal Scenarios


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Tips for Using Voice Portal The following tips will help you use the Voice Portal system more effectively.

• When asked a yes or no question, respond only with "Yes" or "No." Do not say "Yeah," "OK," "Not Today," etc.

• The en route update should be pronounced "IN ROOT".

• Do not provide a complete status on calls that are held for parts or where there is a need to return to perform additional work.

• Wait for the next prompt before speaking another response.

• If the system does not recognize a response, you will be prompted to repeat it. Or, you can use the keypad numbers to enter a response rather than using voice commands.

• If you attempt to update a service call not assigned to you, the system will indicate "Service call not found." You are only allowed to update service calls that have been assigned to you. Note: You will also get the "Service call not found" error message if:

• you entered the wrong call/action number

• you logged in to the system under the wrong account (applies to suppliers with multiple accounts)

• If you attempt to update a service call that is already marked "complete" or a call that has been cancelled, the system indicates "Service call not available for update."

• If you get interrupted, confused, or just want to start over, press the start key (*), or just hang up and re-dial the Voice Portal toll-free number: 1-866-528-7698.

• When speaking the number "0," say "zero." • With double digit action #’s, say each digit individually (i.e. Action 12 must be said “One

Two”, not "Twelve").

• When prompted to enter the call number, say or enter only the call number (e.g, 805931). Do not include the action number in this prompt.

• When prompted to enter the action number, say or enter only the action number associated with the service call (e.g., 1). Do not confuse this prompt with the "What Status?" prompt.

• If you experience problems using Voice Portal, report them to your team leader.

• Use Voice Portal in conjunction with your tablet PC or laptop to help speed up call acknowledgement and completion.

See Also:

Voice Portal Errors Voice Portal Scenarios

Voice Portal

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Voice Portal Errors The following table provides some common errors that you might encounter using Voice Portal and the steps to take to correct them.

Error Message Description/Reason What To Do

The ID Number is Not Correct

User entered an invalid employee ID.

Attempt to log on again with correct ID.

The PIN Number is Not Correct

User entered an invalid PIN. Attempt to log on again with correct PIN.

Service Call Not Found • User entered the wrong call/action number.

• User logged in under the wrong account (e.g., logged in as ACME-JFS instead of ACME-LFS).

• User entered a call/action number not assigned to them.

• Enter the correct call/action number.

• Attempt to log on again.

Service Call Not Available For Update

Service call was cancelled or has already been marked complete. Note: Updates are not permitted on calls that have been completed.

Contact the Publix call center that dispatched the call/action to enter the update on behalf of the service provider.

Content Not Available; Web Page Could Not Be Found

Possible network communications problem between Voice Portal and the Publix Data Center.

• Hang up and attempt logon again. If this error message is received again for the same call, there is likely a problem with the specific call record. The Publix call center representative should perform the status update in CMMS on behalf of the service provider.

• If this error message is received on multiple calls, report the problem to the F/S Centralized Support Team via the Voice Portal Error form on FIIRST.

Account disabled The user ID for the Voice Portal account has been disabled.

Contact the Publix call center that dispatched the call/action for further assistance.


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If you are having trouble connecting to Voice Portal (e.g., when you dial the Voice Portal number, it rings but does not answer, or there is no Welcome message when the system answers), there may be a problem with the actual phone line. Make a note of the date/time you called Voice Portal and the phone number you called from; provide this information to your Facility Services/FTS call center representative.

Voice Portal

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Voice Portal Scenarios This topic outlines the Voice Portal prompts for several different call/action scenarios:

Scenario 1 Acknowledge Call

Scenario 2 Held for Parts

Scenario 3 Complete Call

"Publix Service Hub. Speak or enter each response." "ID number?"

Enter ID # "PIN number?"

Enter PIN "Welcome <EMPLOYEE NAME>" "What Call?"

Enter Call # "What Action?"

Enter Action # "Call/Action XXXXXX/X for Employee Name at Publix #XXXX. Correct?"

Yes (or press 1) "Do you accept this assignment?"

Yes (or press 1) "Acknowledged at <TIME>." "Update another call?"

No (or press 2) "Goodbye."






Yes (or press 1) "What Status?"

Held for Parts (or press 7)

"Held for Parts at <TIME>." "Update another call?"







Yes (or press 1) "What Status?"

Complete (or press 9) "Complete at <TIME>." "Update another call?"


157

Quick Reference

Common Tasks This topic provides some quick links to the most common tasks you might perform in the Workforce application.

How do I . . .?

Acknowledge a call Add and update activities (labor, travel, expenses, part usage, etc.) Add notes to a call Change an incorrect product for a call Complete a call/action Create a part request Designate Call as Held for Parts Determine whether to log a new call or update an existing one Determine which delay code to use when completing a call/action Log a call Log overhead time on a call Log in to Workforce Log off Receive a shipment into my vehicle inventory Register a product to a site Report a part discrepancy Report the usage of a part Search the part catalog Search the product inventory at a particular site Ship a part back to the warehouse Troubleshoot problems with my device Update my location status (en route, arrival on site, left site) Use Voice Portal to acknowledge or update a call View all open actions for a site View inventory for my vehicle View only my new calls View a product's history at a particular site View a part request View Workforce reports


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Glossary Asset Equipment identified as a financial asset in the Material Master record in SAP. Typically, these are items that can be depreciated from an accounting perspective (i.e., computer hardware).

Call Primary component in the Service Delivery applications of CMMS. Refers to a need for service or support. See About Calls.

CMMS Computerized Maintenance Management System. See What is CMMS?

Contract Line Refers to the service relationship between a particular product (i.e., equipment or part) and the particular store or facility in which the product is implemented. In CMMS, a contract line ties product data to a corresponding customer site, and, as appropriate, sets up scheduled maintenance for those products.

Equipment Number Number assigned to a product purchased by Publix to help keep track of it.

ML Mobile Login. Refers to a version of the Workforce application designed specifically for laptop computers and mobile devices.

Part Refers to anything assigned an SAP Material Master Number -- whether it is an equipment/building unit component or a whole piece of equipment. See Part vs Product.

Part Alias Another name for a specific part/product. Examples include the supplier part number or the original equipment manufacturer (OEM) number. See Part Alias.

Product Generally refers to the field name representing the “part.” The Product ID is the SAP Material Master Number or Overhead type; the Product name is the SAP Part Description. See Part vs Product.

SAP Accounting system used by Publix.

Service Order A reference number linking a set of Calls that have the same purpose -- for example, to link two or more Project Calls to the same project.

Quick Reference

159

Search Tips • Use all caps when searching for parts.

• Some search screens are limited to a certain number of lines returned in the results. Be sure to set the "Show # Lines" drop-down list to the maximum number of lines (500) and be as specific as possible with your search criteria to ensure you can see all of the lines returned in the search.

Using Wildcards

If you know what you are looking for, but perhaps do not know how to spell it, you can enter a wildcard to complete a search.

• Type a text string (IN ALL CAPS) or number string and surround it with %'s to find all entries containing those characters. For example, type %BAK% to find all entries containing "BAK."

• Type % followed by a text or number string to find all entries ending with those characters. For example, type %ING to find all entries that end with "ING."

• Type a text or number string followed by a % to find all entries beginning with those characters. For example, type BAK% to find all entries that begin with "BAK."

See Also:

Tips for Technicians


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Tips for Technicians The following are some tips to keep in mind when using the Workforce application.

• Be sure to update your location status regularly so that the call center dispatcher knows where you are at all times. After acknowledging a call, use the "en route," "diverted from route," "arrival on site," and "left site" activities to update your location. You can use Voice Portal to quickly submit these location updates.

• In between store visits, you should keep your tablet or laptop device charged using a vehicle charger or power inverter.

• If a service call cannot be completed until you receive a part, designate the call as "Held for Parts".

• Use the Notes feature to record information for which there is no specific field (e.g., the name of the person the call should be assigned to, if you do not have the ability to assign calls, or the symptom for Problem type calls).

• When typing text into search fields, use all CAPS.

• To quickly switch between the My Diary, My Calendar, and My Task views, use the links at the top of each page. You can also use these links to navigate to related functions for a call/action, such as activities, expenses, faults, and notes. Note: If you see a check mark next to a link at the top of the page, that indicates data has been entered on those screens.

• To return to the Main Menu at any time, tap or click the Main Menu link or .

• If you receive a "Page Could Not Be Displayed" error while working in ML, try clearing the browser's cache files:

• Locate and right-click the desktop icon for Internet Explorer. Select Properties.

• In the Temporary Internet Files section, click Delete Cookies. At the confirmation prompt, click OK.

• In the Internet Properties dialog box, click Delete Files. Check the Delete all offline content option, and then click OK.

• If this not does resolve the error, escalate the problem to your team leader. See also Reporting Problems.

See Also:

Search Tips

Quick Reference

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Troubleshooting Wireless Network Connections You will know you have a good network connection if the wireless connection icon in the lower right section of the Windows taskbar is blue (icon resembles a bug) and the wireless indicator light on the unit is lit. If the wireless connection icon is black, then the device is not connected to the network.

Tablet PCs

Your tablet PC communicates with the Publix wireless network via a built-in wireless card. The following information may help you in troubleshooting wireless connectivity issues. If you are still unable to resolve the problem, then contact Network Support for assistance.

If Then

Your mapped network drives are not available

Log off; then log back on again, letting your logon scripts run in their entirety.

You get a “Page Can’t Be Displayed” error while logging a call

You may have temporarily lost your wireless connection. Check the wireless indicator light on the front panel:

• If the indicator light is off, then push the wireless connection button located on the left side of the laptop. This should reset your wireless connection. Note: Placement of this button makes it easy to “bump” accidentally so always check this first when troubleshooting.

• If the indicator light is blue, then contact Network Support for further troubleshooting.


162

Left side components on HP Tablet PC

Quick Reference

163

Workforce Reports All reports for Workforce are available via the CMMS Crystal Reports application. Detailed information and procedures for generating the reports can be found in the CMMS Crystal Reports Online Help. The following reports may be particularly helpful to Workforce users:

• LIVE Workload Summary

• LIVE Workload Listing

• LIVE Workforce Location

• Call/Actions by Customer

• Call/Actions by Service Provider

• Call/Action Activities

• Call/Action Details


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Inventory Control Specialists The following table lists the Inventory Control Specialists (ICS) for each central warehouse. The ICS should be the primary point of contact for issues involving the movement of serialized parts in Service Hub.

Warehouse ICS

9041 Tara Small

9041R Tara Small

9013 Crystal Billings

9058 Crystal Billings

9946 Sara Barlow

9947 Scott Bagley

9950 Tom Benicasa

9951 Dillon Riggs

9952 Rhonda Scott

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Workforce Scenarios

About Workforce Scenarios This topic lists various scenarios that technicians may encounter during the course of a typical work day. Click a scenario link to view more information about it. This section will be expanded over time.

• Held for Parts scenario

• Bad Out of Box scenario

• Van to Van Part Transfer


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Held for Parts Scenario If a problem service call (repair action type) cannot be completed because you do not have a required part in your vehicle inventory, you must update both the Call and Stock portions of CMMS. The following outlines the appropriate steps to take for this scenario.

1. Create the part request to order the needed part using your normal business processes. 2. Add the “Required Part on Order” activity to change the call status to “Held for Parts.”

See Designate Call as Held for Parts. 3. When the part arrives, receive it into your vehicle inventory. 4. Open the call/action, and select the "Required Part Received" activity to change the call

status back to "Dispatched." 5. Update other activities, as needed (en route, arrival on site, part usage). 6. Complete the call/action.

Activities List - Held for Parts Scenario

The following table shows a sample list of activities recorded for a service call that is "held for parts." Note: If a faulty part is shipped directly back to the warehouse from a store, there is no need to record a "de-install" activity.

Activity Date/Time Reported by

Acknowledge dispatch 01 Mar 2006 07:47 John Tech

En Route 01 Mar 2006 08:39 John Tech

Arrival on site 01 Mar 2006 09:15 John Tech

Left site (temporarily to check shared stock room for part)

01 Mar 2006 11:03 John Tech

Required part on order (initiates "Held for Parts" status)

01 Mar 2006 14:21 John Tech

Required part received 07 Mar 2006 10:07 John Tech

En route 07 Mar 2006 10:30 John Tech

Arrival on site 07 Mar 2006 11:05 John Tech

Part/product install 07 Mar 2006 14:15 John Tech

Labor Hours 07 Mar 2006 14:16 John Tech

Travel Hours 07 Mar 2006 14:18 John Tech

Action completed - awaited closing 07 Mar 2006 14:20 John Tech

Back to Workforce Scenarios

Workforce Scenarios

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Bad Out of Box Scenario If you receive a part into your inventory that is presumed to be good but later discover the part is actually faulty ("bad out of box"):

1. Change the part quality in CMMS via the Report Discrepancy screen. Use the discrepancy reason "Received Faulty."

2. Quick ship the faulty part back to the warehouse. Note: If the defective part is manufactured by any of the following companies, FTS technicians must complete the appropriate online defective parts form. See Defective Parts Form Online Help. • HP

• Lexmark

• Epson

• NEC

• PixeLINK

• MS Cash Drawer Back to Workforce Scenarios


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Van to Van Part Transfer To transfer a part in your vehicle inventory to another technician's inventory, follow these steps:

1. First, ensure that you have already received the part you want to transfer into your own inventory.

2. Ensure that you know the vehicle code for the technician to whom you are transferring the part. Note: A list of vehicle/stock room codes is available on the CMMS Info-Site.

3. Quick ship the part to the other technician's vehicle. Note the part request number and shipment number provided on the Quick Ship page for tracking purposes.

4. Physically transfer or ship the part to the other technician. 5. Have the other technician receive the transferred part into his inventory.

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Index A Acknowledge a Call ...................................69 Actions .......................................................54

Completing.............................................71 Types .....................................................56

Activities.....................................................89 Adding/Updating ....................................92 Types .....................................................90 View .......................................................91

Add ............................................................92 Activities .................................................92 Expenses ...............................................96 Faults .....................................................97 Labor/Travel ...........................................93 Notes....................................................100

Auto-Replenishment ................................148 B Bad Out of Box Scenario .........................175 C Calls...........................................................53

Acknowledging.......................................69 Completing.............................................71 Designating as .......................................73 Details ....................................................60 Logging ............................................40, 58 New vs. Existing.....................................57 Notifications Of.......................................31 Rejecting ................................................69 Types .....................................................55 Viewing/Researching Related Calls.......85

Centers ......................................................22 Change Product.........................................62 Completed Actions for Site ........................86 Create Part Request................................131 Customer Site Codes ................................76 D Delay Codes ..............................................74

E Equipment With Safety Features ............ 105 Expenses

Adding ................................................... 96 F Faults, Causes, Remedies, and Symptoms

.............................................................. 99 Adding ................................................... 97

G Glossary.................................................. 166 H Held for Parts ............................................ 73

Designating Calls .................................. 73 Scenario .............................................. 174

Help........................................................... 13 Submitting Feedback ............................ 17 Using ..................................................... 13 What's New in ......................................... 3

How do I . . .?.......................................... 165 I Inventory Control Specialists .................. 172 L Labor Hours .............................................. 95

Adding ................................................... 93 Log ...................................................... 40, 58

a Call ............................................... 40, 58 In 25 Off.......................................................... 28 Overhead Call ....................................... 81

M Main Menu ................................................ 33 Manage Inventory ............................. 49, 108 Mobile Login (ML) ..................................... 11 My Calendar.............................................. 36 My Diary.................................................... 37 My Inventory ..................................... 51, 110

Part Details.......................................... 112 My Tasks................................................... 38


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N Notes

Adding ..................................................100 Notifications of Assigned Calls ..................31 O Open Actions for Site.................................87 Overhead

Logging Calls .........................................81 Products .................................................84 Site Codes..............................................83

P Part Quality

Changing in Field .................................120 Part Requests

About....................................................128 Creating................................................131 Viewing.................................................129

Parts/Inventory.........................................107 Aliases..................................................146 Auto-Replenishment ............................148 Changing Part Quality..........................142 Creating Request for............................131 Manage Inventory ..........................49, 108 Moving Serialized Products from One

Location to Another ..........................113 My Inventory...................................51, 110 Part Deinstalls ......................................114 Part Details...........................................112 Part Installs ..........................................116 Part vs Product ....................................145 Receive Shipment................................140 Register Product ..............................42, 67 Reorder Levels/Quantities ...................149 Reporting Consumables Usage...101, 118 Reporting Discrepancies......................142 Searching for........................................122 Transferring Between Vans .................176 Viewing Request for.............................129

Parts/Inventory:........................................173 Physical Warehouse Codes ....................151 Product ....................................................147

Groups................................................. 147 History ................................................... 88

Q Quick Shipment....................................... 135 R Receive Shipment................................... 140 Register Product ................................. 42, 67 Reports

Workforce ............................................ 171 S Safety hazards

Reporting potential .............................. 104 Search............................................... 44, 126

Part Catalog .................................. 44, 126 Site Inventory ................................ 46, 125 Whse Inventory ............................. 47, 123

Service Call Notifications .......................... 31 Service Delivery Structure ........................ 23 Service Order............................................ 24 Severity Levels.......................................... 78 Shipments ............................................... 133 Site Codes ................................................ 76

Customer............................................... 76 Overhead............................................... 83

Stock Room Codes................................. 153 T Tablet PCs

Safety & Security Precautions............... 30 Troubleshooting Wireless Problems ... 169

Tips ......................................................... 168 For Technicians................................... 168 Search Tips ......................................... 167

Toolbar...................................................... 34 Travel Hours

Adding ................................................... 93 U Update ...................................................... 92

Activities ................................................ 92 Technician Location Status ................. 103

Index

171

V Vehicle Codes..........................................152 View ...........................................................91

Activities .................................................91 Part Request ........................................129 Shipment ..............................................134

Voice Portal About....................................................155 Accessing.............................................156 Acknowledging Calls............................158 Completing Calls..................................159 Errors ...................................................161 Scenarios .............................................163 Standard Menu Prompts ......................157

Tips...................................................... 160 Updating Calls ..................................... 159

W What's New............................................... 35 Wildcard Searches.................................. 167 Wireless Connections

Troubleshooting................................... 169 Workforce.................................................. 19

Reporting Application Problems............ 29 Reports................................................ 171 Scenarios ............................................ 173 Users ..................................................... 20 What Can I Do With Workforce?........... 21

Documents

Workforce ML Online Help - DocLadydoclady.com/portfolio2/workforce-ml/workforce_ml_online_help.pdf · Workforce ML Online Help 6 July 13, 2006 Modified the Using This Help File topic