The Container Store Repair and Maintenance Store Dashboard Guide

Transcription

1 The Container Store Repair and Maintenance Store Dashboard Guide

2 INTRODUCTION Effective and efficient repair and maintenance in our stores allows our salespeople to provide Man in the Desert service and helps each store to achieve its goals. The Store Facilities Department, with the help of our stores, contributes to customer service by ensuring our customers have a well-maintained and safe shopping environment. A combination of awareness and communication are required to achieve the best shopping experience for our customers and a pleasant work environment for our employees. Proper maintenance of our stores helps to protect the investment The Container Store has made in its stores and facilities. With proper service and as little downtime as possible, stores can operate at peak efficiency. To achieve these goals, it is important to build relationships with the external service Providers that work with our company. While we work hard to fill their baskets, our service Providers must meet our standard of expectation as this directly affects customer service. Questions If you have any questions about how to use the R&M Web site, please contact Store Facilities. HOTLINE DURING BUSINESS HOURS: ON CALL AFTER HOURS: StoreFacilities@containerstore.com Page 2

3 EXPECTATIONS OM s and IC s should communicate with store staff to help maintain the store and prevent repairs. More than half of the repairs made each year can be avoided through periodic maintenance, if the store staff knows what trouble signs to look for. Service Requests are generally submitted by the OM or IC. In the event the OM and IC is off site, the store Manager should be familiar with the Repair and Maintenance (R&M) Web site and how to submit a Service Request so they can act as back-up. The Repair and Maintenance (R&M) Manual is the best in-store repair and maintenance resource for all employees. Every employee in the store should know where it is located. Each Day OMs and ICs should: Review the repair and maintenance needs for the store. Communicate with store employees about existing Service Requests and scheduled preventative maintenance. Page 3

4 PROCEDURES FOR EMERGENCY REPAIRS Contact the Store Manager immediately. Investigate the problem and gather as much information as possible. It is the Store Manger s responsibility to decide if emergency repairs are necessary. If you are unable to contact the Store Manager, contact the Resource Center Place a Service Request and send it directly to the Service Provider. Add notes to the Service Request about the information gathered and any action taken. Change priority from Non-Emergency to Emergency. Select a Service Provider before you click Submit Request. The approved Service Provider information will appear on the screen with contact and emergency information. Select the Service Provider listed below Store Facilities Dept on the drop down list. Store Facilities Dept (1) is the default and must be changed to the Service provider to avoid dispatch delays. Submit the Service Request. Call the Service Provider and follow up with our expectations. Add a note to the Service Request which includes the name of the person you spoke with about the repair and other information such as the confirmation#, id#, etc. (See Notes section page ) Be sure to give the service Provider the PO# and the names of two contact people in the store and the hours they will be available. Leave a voic for the store and Store Facilities Department explaining what action has been taken. Emergency Procedures cont. next page Page 4

5 PROCEDURES FOR EMERGENCY REPAIRS Notify Store Facilities Department immediately for follow up support. Send to We can be reached at the Hotline number during business hours and at the On Call line number after hours. Hotline On Call Confirm the work has been completed and update the R&M Service Request. Notify Store Facilities of completion via . When the service Provider is finished, physically check the repair to make sure it has been satisfactorily completed or to obtain an explanation as to why the problem has not been resolved. Ask the service Provider how to prevent the problem in the future. If additional action is needed, the Store Facilities Department will contact the store with instructions. File a copy of the service Provider s work ticket under the Completed tab of the R&M Manual for future reference. Page 5

6 ACCESSING THE TCS FACILITIES WEB PAGE To access the TCS Store Facilities Web page, logon to the TCS SharePoint. Click on LINKS. Select Stores Repairs and Maintenance (RandM).. Page 6

7 ACCESSING THE TCS FACILITIES WEB PAGE Once the TCS Repair and Maintenance Home Page appears on the screen, enter the your store s user name and password. Click on the box next to Remember me so you will not have to enter your User ID every time you login. To continue Click on Submit. Page 7

8 DASHBOARD SUMMARY Click here to create a NEW work order Click to view the Open & In Progress requested repair work orders for your store When you log into the dashboard the SUMMARY page will come up first. The summary includes information regarding the work orders for your store. You may click on any of the links in the summary to view the respective work orders The user can also click on any of the menu links under the word SUMMARY at any time The numbers in RED or BLUE next to the dates on the calendar indicate that work orders are SCHEDULED to be performed that day. RED = Scheduled Services/PM s (i.e., cleaning) BLUE = Requested Repairs (i.e., too cold in the store) Page 8

9 VIEW OPEN TICKETS The default report is to show ALL open and in progress work orders by tracking number. The user can choose the how to sort the report by clicking on the drop down box as well as choose what types of work orders to review (Scheduled Services/PM s versus Requested Repairs). Please note that there may be multiple Scheduled Services work orders issued for a given month for certain trades (i.e., HVAC, Pest Control). Click which types of requests to view Click to export the report to MS Excel Click here to VIEW OPEN TICKETS Click to change the report sort Legend indicates status of request By moving your mouse over the tracking number, the user can see additional details regarding this request All Notes can be viewed and notes can be entered using this link Page 9

10 REQUEST SERVICE: CHOOSE PROBLEM Your store information will automatically populate. Step 1: Enter your name and title into the Caller field. Step 2: Choose the Area that the issue is located (i.e., Sales Floor or Rest Room). Step 3: Choose the most appropriate Problem Type. Step 4: Choose the Equipment ; if it is not applicable, None will auto-populate. Step 5: The list under Problem will automatically populate based on your choices in Steps 3 and 4. Choose the most appropriate problem. Step 6: Click Next to continue or Cancel to stop the request before submitting. Page 10

11 REQUEST SERVICE: REVIEW HISTORY Before proceeding with creating a new service request, the existing requests for this trade will show for review The Legend explains the colors and icons on the work orders. Repeated Issue this issue has occurred within the last 30 days. Click the link to flag the new work order as a repeat (possible recall). Open the request is a Scheduled Service/PM work order or has not yet been accepted by the vendor. In Progress the request has been accepted by the vendor and will be responded to accordingly. The user can view the notes and progress of the request. Pending Confirmation the request has been closed out the vendor and is awaiting store feedback. Completed the request has been closed out by the vendor; store feedback was received/work at the store should be done. Invoiced the work at the store is done and the vendor has submitted the invoice for payment. Click the appropriate button to continue: Previous go back a screen Cancel closes out of this screen without submitting the request Next continues with this request Page 11

12 REQUEST SERVICE: REPEATED ISSUE If you do have a repeated issue that has occurred within the last 30 days, check the box to flag the new work order as a repeat (possible recall). Check the box to create a new work order as a repeated issue Click next to continue with the request The work order will dispatch to the vendor at $0.00 and the tech must come back to fix the issue at no charge Page 12

13 REQUEST SERVICE: TROUBLESHOOTING If troubleshooting scripts exist for this Problem Type and/or Problem, they will come up after you clicked Next. If the troubleshooting works and you do not need to issue a service request, click CANCEL. The Dashboard can also show a Message to advise the store to call another department, etc. When the Message comes up instead of the troubleshooting, the user will NOT have the option to click next just Cancel. If you still need to place a service request, enter a complete problem description and click NEXT. Page 13

14 REQUEST SERVICE: SUBMIT REQUEST The data in these fields will automatically populate based on your choices on the previous page Select the appropriate Service Provider from the drop down and copy the store team Update description of the issue here as needed The user may upload attachments as applicable Click the appropriate button to continue: Previous go back a screen Cancel closes out of this screen without submitting the request Submit request continues with this request Important Note: you must select a Service Provider for all services to avoid delay in dispatch. New Store 1 st Year must select Store Facilities Dept. for all services except emergency requests. Page 14

15 REQUEST SERVICE: CONFIRMATION Once Submit Request is clicked, the work order will automatically be dispatched and the user will receive a TRACKING NUMBER for reference purposes. Important Note: The vendor should be asking to use the STORE PHONE to call in to an automated system when they get to your store and again when they leave. THIS IS FOR ALL SERVICES. These calls will help to ensure real-time information regarding your requests and the service provided. Page 15

16 VIEW WORK HISTORY Click which types of requests to view (All, Scheduled Services, Requested Repairs) Click to change the report Sort and/or Period (3 month, 6 month 12 month) Click to export the report to MS Excel The Legend explains the colors on the work orders. Each color denotes a different STATUS. By moving your mouse over the Tracking Number, the user can see additional details regarding this request. All Notes can be viewed and notes can be entered using this link. Page 16

17 VIEW/ADD NOTES If notes exist for a work order, the date of the LAST note will show as a link under the Notes column. If there are no notes yet for a work order, the link Add Note will show under the Notes column Click the link to view the existing notes or add a new note Highlighting the tracking number brings up a speech bubble with additional information regarding the work order for reference purposes All Notes can be viewed and notes can be entered using this link Page 17

18 VIEW/ADD NOTES The notes contain a diary or log of all the actions/communications regarding a specific work order. They track WHO entered the note, the DATE/TIME the note was entered, who it was ED TO, and if the SCHEDULED DATE/TIME was updated. Many actions that are taken by the client automatically generate a note. These help to track the progress of the work order The notes show in order of newest to oldest Date/time the note was entered Who entered the note Click one of the buttons to add a note or cancel out of this screen Page 18

19 VIEW/ADD NOTES Step 1: Enter your name Step 2: Enter note Step 3: Choose the recipient to the note Step 3.5: Upload attachment and enter description, if applicable Step 4: Click Submit or Back to Report The note will show immediately after clicking Submit. Page 19

20 LEAVE FEEDBACK The store has an opportunity to provide feedback for five (5) days after a work order has been closed out by the vendor/service provider. Click on the Leave Feedback link on the Menu or the respective link on the Summary to review these items Work orders will appear on this page to review once they have been closed out by the provider/contractor A summary of the service request will show here for reference purposes Page 20

21 LEAVE FEEDBACK Step 1: Enter your full name Step 2: Choose the most appropriate rating for the service performed Step 3: Enter comments/supporting information regarding your choice in Step 2 (required if Unsatisfactory is chosen) Step 4: Click one of the Submit Feedback buttons to post this information to the service request You will receive confirmation immediately after clicking Submit. If unsatisfactory feedback is left, the vendor and Facilities will be notified immediately so they can take the appropriate action. Page 21

22 HOW TO CANCEL A REQUEST If the need arises to CANCEL a service request, from the SUMMARY page follow the steps below. The stores are also directed to call the appropriate representative to cancel an emergency request. Step 1: Click View Open Tickets Step 2: Review the report and locate the request to cancel Step 3: Click the Notes link Page 22

23 HOW TO CANCEL A REQUEST Step 4: Click Add Note Step 1: Enter your full name Step 2: Enter note be very specific that you need the request cancelled and why. If this request is an EMERGENCY, also call the VENDOR to notify them Step 3: Choose the VENDOR and THE FACILITIES DEPT to e- mail the note to Click Submit The note will show immediately after clicking Submit. Once the note is received, the Facilities Department will change the status to Completed/Cancelled. Page 23