DunnWell ServiceNet User Documentation Technician Kitchen Exhaust Cleaning

Transcription

1 DunnWell ServiceNet User Documentation Technician Kitchen Exhaust Cleaning ServiceNet is DunnWell s proprietary, web based scheduling and customer service tool. Through ServiceNet, you will receive your DunnWell work schedule, communicate with your partner coordinator and scheduler, print out inspection and service work orders and other documents, and file the documents that you fill out and the pictures that you take while performing these services. Hardware/Software Requirements To use ServiceNet, you will need a computer that meets the following specifications: Windows 2000 or Windows XP. Internet Explorer web browser. Other web browsers, including Firefox and AOL web browser, are not supported. Adobe Acrobat Reader 6.0 or above (available as a free download from Java 1.4 or above (available as a free download from High-speed internet service such as DSL or cable is strongly recommended. You will also need a digital camera that can take pictures in JPEG format, and will need to be familiar with taking digital pictures and retrieving those pictures from your camera. Receiving a ServiceNet username and password Access to ServiceNet is password-protected. You should be assigned a ServiceNet account username and password shortly after provide DunnWell with a signed Partner Agreement, proof of insurance, and other required documents. If you do not receive a ServiceNet username and password, please contact your partner coordinator or servicenet@dunnwell.com. Logging into ServiceNet To log into ServiceNet, go the DunnWell main corporate web page: Enter your username and password into the boxes in the ServiceNet Logon section in the bottom right corner of the main page, then click on login. Please note that your username and password are case sensitive, which means that if you are assigned an all lower-case password and you type the password in uppercase letters, you will be unable to log on. If you forget your password, please contact servicenet@dunnwell.com and request that Illustration 1: ServiceNet login box on the DunnWell corporate web site your password be reset. All passwords are encrypted, so we cannot tell you what your password was; we can only change it to something new and then tell you what it was changed to. Getting Around in ServiceNet The Main Screen When you log into ServiceNet, you will be taken to the main screen. The left side of the main ServiceNet screen (and almost every other ServiceNet screen) shows a list of menu options

2 available to you. These options are discussed individually below. The middle and right sections of the screen show important reports that help you manage the work you do for DunnWell. The middle section of the main ServiceNet screen shows several important reports int the My Reports box. These reports are: This Week's Schedule this is a list of all jobs on your schedule for the current calendar week Tentatively Scheduled Jobs this is a list of all jobs which have been assigned to you, but for which you need to choose the date and time that you want to do the job. The process for scheduling and choosing dates/times for jobs is discussed in more detail below. Waiting on Paperwork/Pictures this is a list of all jobs that you have done, but for which you haven't yet filed paperwork (Courtesy After Service Report, etc) or before/after pictures. Upcoming Jobs this is a list of all jobs on your schedule for next week or later. The right side of the screen shows a calendar of jobs, your performance metrics for the current month, and a list of important announcements. On the Job Calendar, any date that is highlighted in orange has one or more jobs scheduled on that day.; You can click on the date Illustration 2: The main ServiceNet screen

3 to see a list of jobs for that day. To see a past or future month, click on the << or >> buttons to the left and right of the month name. The metrics section shows the key information that we use to assess your performance as a DunnWell partner. For the current month, all the open jobs and complete jobs to date are tallied. This section also shows your missed jobs, canceled jobs, and jobs with complaints in the month to date, and compares the percentage of each to the overall performance of our partner network. To see a list of jobs in any of these categories, simply click on the number of jobs (shown in orange) for that category.the warnings box shows any urgent issues that you must address right away. Normal warnings are for late paperwork or late pictures. You should address any jobs that appear in the warnings report immediately. Viewing a Job Each trip that you make to a customer s location to perform a kitchen exhaust cleaning is called a job, and each job is assigned a unique job number (like a work order number). This job number appears in ServiceNet and in all the paperwork that you will receive from ServiceNet. Jobs are created by the DunnWell corporate office's operations department, which is responsible for scheduling services with customers. Jobs in your geographical area will be assigned to you. Illustration 3: The main job screen To view a job, simply click on its job number, which will take you to the job information screen. The job information screen will display the location and date/time of the job and a list of items that should be inspected or serviced. The right side of screen shows the Job Status checkoff list, which shows the life cycle of this job from creation to invoicing and approval. Items with green checks next to them have been performed already; items with red X s next to them have not been performed but can be performed now; items which are faded out and which have faded red X s next to them have not yet been performed and cannot currently be performed.

4 How To Use ServiceNet The operations staff at the DunnWell corporate office are responsible for managing DunnWell's customers, tracking when each customer is due to be cleaned, and scheduling cleanings with those customers. As a DunnWell partner, you are responsible for communicating with the DunnWell staff so that we can schedule your jobs at mutually beneficial times; for performing acceptable kitchen exhaust cleaning services and documenting your work with before and after pictures and our paperwork; and for delivering this documentation to DunnWell in a timely fashion. The Scheduling Process Approximately one month before each customer is due to be cleaned, the DunnWell operations staff will create a job for that customer in ServiceNet and assign that job to you. They will also indicate which system(s) are to be serviced, and any extra services, such as grease containment changeouts or hinge kit installations, that you will perform. Once a job is assigned to you, it will appear on the main ServiceNet screen in the Tentatively Scheduled Jobs box. Because these jobs have not been scheduled yet, they show no date instead of a service date. You should go to each job that appears in the Tentatively Scheduled Jobs box with no date and choose the date and time on which you would like to perform this service. Illustration 4: The My Reports box, showing tentatively scheduled jobs Any jobs for which you haven't picked a date and time will look like the job in Illustration 5. Note the orange bar in the Tentative Date/Time section this tells you the date range during which you can schedule this job. For customers that are cleaned frequently (every 6 weeks or more frequently), you will be allowed a 5-day window in which to schedule the cleaning. For less frequently cleaned customers you will be allowed a 2-week window of time in which to schedule. You should always schedule a cleaning during this window unless extraordinary circumstances prevent it. Also note the scheduling comments section. Any special information about scheduling will appear here. Some customers may only be cleaned on certain days of the week/month, or at certain times. Please review these comments and choose your service date accordingly. To choose the date and time for a job, click on the [edit] link in the Tentative Date/Time box. On the scheduling screen, choose the date and time that you'd like for this job (see Illustration 6). If there is any special information that you'd like to communicate to the DunnWell operations staff, you can enter comments in the Your Comments box. Once you have entered your date/time and comments (if any), click Go. The date and time that you chose will now appear on the job screen. If you entered any comments, they will appear on this job for the DunnWell staff to review, and an with your comments will be sent to the staff member who scheduled this job.

5 You can add comments to a job at any time by clicking on [edit] (if you have already entered comments) or [add] (if you haven't). Enter your comments and click Go. Again, your comments will appear on the job screen, and will be ed to the staff member who scheduled your job. Illustration 7 shows the scheduling section of the job screen with your preferred date/time and comments. After you have chosen your preferred date and time for a job, the DunnWell operations staff will work with the managers at the store to schedule the cleaning with them. Whenever possible, we will schedule the job at the time that you requested. However, in some cases this may not be possible. In these cases, we will remove the preferred date and time that Illustration 5: A date and time needs to be chosen for this job you entered on the job. The job will reappear with no date on your Tentatively Scheduled Jobs report on the main ServiceNet screen, and you will need to choose a new date. Illustration 7: The job screen now shows your preferred date/time and comments Illustration 6: Choose the date and time you want on the "Schedule Date/Time" screen Performing A Job Anytime after the scheduling process is complete, you can print out the paperwork that you will need during the cleaning. These forms are available in the Blank Forms box on the right side of the screen. These forms will only appear once the job

6 has been scheduled with the store manager, not before. Three forms are available for your use: The System Information Sheet (SIS) provides detailed information about all the systems at this location, including the number of hoods and fans on each system and any special comments that the DunnWell staff has recorded about this location. The Job Service Report (JSR) identifies the systems that are to be serviced on this cleaning, and lists the particular services that you will perform during the cleaning. Illustration 8: Scheduling is complete and paperwork can now be printed out The Courtesy After Service Report (CASR) is a summary report on which you should indicate which systems you cleaned and any deficiencies or other issues that you found during the cleaning. You should print and complete two copies of this report; leave one copy for the store manager and send the other copy back to DunnWell. If you wish, you can print this report on 2-ply carbonless copy paper, which will allow you to complete both copies of the form at once. The first two forms are optional, but it is recommended that you print out these forms for each job so that you will be fully informed about each job. The CASR is MANDATORY and must be completed in full after every cleaning. Each form will be preprinted with the name, address, and contact information of the store that you will be cleaning, and the CASR will be preprinted with the names and numbers of the specific systems that you are scheduled to clean. You should print out these forms before every job and take them with you to the job. If this is the first time that you have cleaned a location, a Kitchen Exhaust Survey will print out along with the CASR. Complete it fully and return it to DunnWell along with the CASR. You do not need to make a second copy of the survey for the store manager. While on the job, you should fully complete the CASR. Each system that you were assigned to clean is listed at the top of the form. Check the Fully Compliant box for each system that was completely compliant with NFPA #96 standards. Check Satisfactory for each system that was not fully compliant, but which was cleaned sufficiently to reduce the risk of fire. Check Unsatisfactory for any system which was not compliant and for which a fire risk remains. In the Compliance Issues and Other Issues sections, identify which issues you discovered and which systems were affected by checking the appropriate boxes. For instance, if system #1 has leaking ductwork and system #3 needs a hinge kit, you would check box #1 next to Ductwork leaking/damaged and box #3 next to Hinge kit(s) needed for fan(s). Systems that you indicated were Fully Compliant should not have any compliance issues checked. If

7 you discover any compliance issues with a system, it cannot be fully compliant with NFPA standards. Using your digital camera, you should also take before AND after pictures of all the major components of each system that you clean (hoods, plenums, ductwork, fans). In addition, you should take before and after pictures of the kitchen, and before and after pictures of any additional services, such as grease containment media replacements, that you perform. Any deficiencies should also be documented with pictures. After the Job Filing The CASR After the job is finished, you should leave a copy of the CASR for the store manager before you leave the premises. If the manager is still present, he should sign both copies of the CASR. You should file your copy of the CASR, and the pictures that you took, as soon as possible. To file your CASR, simply fax it to the fax number listed at the bottom of the form. If you completed a Kitchen Exhaust Survey, you should fax it back to DunnWell along with the CASR. A DunnWell staff member will receive your fax, file it, and enter the data from it into ServiceNet within 1 business day. Once the CASR has been filed in ServiceNet, the CASR filed item in the Job Status list will be checked off. You can view the CASR that you faxed in by clicking on the link for that document in the Completed Forms box. Filing Your Pictures Filing your pictures is a two-step process. First you must upload your pictures into ServiceNet, and then you must label each picture. To upload your pictures, first connect your digital camera to your computer and retrieve all the pictures off of the camera. Save them to your computer. We recommend that you create a new folder inside My Pictures on your computer for each job that you do for DunnWell, and then place the pictures from your camera into that new folder. Once your pictures are saved onto your computer, log into ServiceNet and go to the job screen. Click on the Job Pictures Filed link on the right side of the screen to go to the picture upload screen. It may take several seconds for the picture upload screen to fully load (see Illustration 10). IMPORTANT: If this is your first time uploading pictures, you may see a Java security box appear. Click on Always. This allows your computer to use our upload program. If you do not see the yellow upload box with the green OK to upload bar at the top, there is a problem with the Java software on your computer. Ensure that you have the newest version of Java installed on your computer by visiting the Java web site at For ease of use, there are three different ways that you can upload pictures. Illustration 9: Job status checklist and Completed Forms box

8 1. Drag your pictures from the folder where they are saved and drop them anywhere in the upload box. When you drop the pictures, they will begin uploading. 2. Select the pictures you want from the folder where they are saved, then copy them (go to Edit -> Copy or right-click on the pictures and select Copy). Paste the pictures into the upload box by right-clicking on the upload box and clicking Paste. The pictures will begin uploading. 3. Browse for the pictures by clicking the Browse button at the bottom of the upload box. This will open a file browser showing the contents of your computer. Find the folder where the pictures for this job are saved. Select them all by clicking and dragging with your mouse, then clicking the Open button. The pictures will begin uploading. Illustration 10: The picture upload screen While the pictures are uploading, you will see a status box that reports the progress of the upload. The upload program will first scale down you pictures, and then upload them one at a time into ServiceNet. This process is typically quite quick, but it will take longer if you are uploading many pictures, if you do not have a high-speed internet connection, or if your pictures are very large. We recommend that you set your digital camera to a low resolution setting (640 x 480 pixels is acceptable) so that your pictures will be relatively small and will upload quickly.

9 When the upload process is over, the pictures that you uploaded will appear in the picture labeling box below the upload box (see Illustration 11). Each picture will have a dropdown box below it which contains picture labels. Choose the label that is appropriate for this picture. Labels can only be used once, and labels which you have already used will not be available for subsequent pictures. You must label each picture that you want to keep. If you have accidentally uploaded some pictures which you do not want to file, choose the <delete this item> label at the very bottom of the dropdown list. Illustration 11: Labeling pictures in the labeling box on the picture upload screen Each component of each system (hood, duct, etc) has before and after labels available for it; there are also labels available for your before and after pictures of the kitchen and for the grease containment and other units you might have serviced. Any extra pictures, such as deficiencies that you discovered, may be labeled with the other labels. By default there are 5 sets of other before/after labels. If you need more other labels, click the add extra other selections to picture label dropdown boxes box just above the labeling box. Illustration 12: The Unlabeled picture error message Illustration 13: The table of pictures filed for a job When you have finished labeling your pictures, click Go. If you forgot to label a picture, an error message will appear. You will not be able to complete this screen unless you label each picture (or mark it to be deleted). If all pictures are labeled successfully, then clicking Go will take you back to the main job screen, and the Job Pictures Filed item in the Job Status checklist will be checked off. All the pictures that you uploaded and labeled are now filed with this job and will appear in the Pictures of the main job screen. You can view an individual picture

10 by clicking on its name, or view all the pictures at once by clicking on View All. If you wish to make changes to the pictures that you uploaded and labeled, or if you want to upload more pictures, click on View All to view the entire set of pictures. Once the set of pictures appears, click on [edit these pics] to edit your pictures or [load more pics] to upload and label more pictures (see Illustration 13). Illustration 14: Making changes through the picture screen Clicking on [edit these pics] will make a re-labeling dropdown box and a delete button appear under each picture (see Illustration 15). To re-label (move) a picture, choose the new label in the dropdown box and click the arrow to the right. That picture will be moved to the new label that you selected. To delete a picture altogether, click on the delete icon (a trash can). It is not possible to undelete a deleted picture, so a warning message will appear when you click on the delete icon. Click OK on the warning message to delete that picture. When you are done editing your pictures, click on [stop editing] at the top of the screen. Clicking on [load more pics] will take you back to the picture upload screen, where you can upload and label more pictures. Only labels that you haven't already used will be available in the labeling dropdown boxes, so you cannot replace a picture that you have already uploaded in this fashion. You must first delete the pictures that you want to replace by clicking on [edit these pics] and deleting them as described above. Illustration 15: The picture editing options Illustration 16: A "duplicate picture" warning Occasionally we find that our partners will upload the same picture more than once. Normally this is accidental, but DunnWell takes very seriously the possibility of picture fraud (i.e., a partner taking one set of pictures and then uploading it to several different jobs). To protect against picture fraud, ServiceNet digitally fingerprints each picture that is uploaded. If you attempt to upload a picture whose fingerprint matches that of a picture that has already been uploaded, that picture will be bordered by a red warning box that indicates the job number and label of the picture that you have duplicated (see Illustration 16). You should not label and file any duplicate pictures except under extraordinary circumstances and with the prior approval

11 of the DunnWell operations staff. DunnWell managers periodically review reports of all partners who have uploaded the same pictures multiple times. Note that the only way that you will receive duplicate picture warnings is if you upload the exact same file more than once. Two different pictures that look very similar are not duplicates. Approval and payment All partners are on Net 30 terms with DunnWell. The 30-day clock starts when we have all the documentation needed to verify that you have performed a job successfully. Since DunnWell requires pictures and paperwork for each job that you have performed, both must be filed in the manner described above for the payment process to begin. A documentation required box, just below the Job Status checklist on the job info screen, shows the items that must be filed in ServiceNet in order for the payment process to begin. If all of the required items have been filed, this box will also show the date on which the last required documentation item was filed (see Illustration 17 for an example). Your payment will be processed 30 days from this date. During this 30-day window, a DunnWell manager will review the paperwork that you faxed in and the pictures that you uploaded. If Illustration 17: Job Status checklist, showing job documentation filed there are any problems with the paperwork or pictures, that manager will contact you. If you have not provided sufficient pictures or paperwork, you may be asked to provide them. This may require you to make a return visit to the location that you cleaned. In some cases payment may be withheld until proper documentation (i.e., a full set of pictures) has been filed. Menu Options The menu of options on the left side of every ServiceNet screen offers you additional capabilities beyond retrieving and filing paperwork and pictures. Descriptions of the options available on this menu, and how to use them, are below. View Jobs The View Jobs screen allows you to search for jobs that you have performed (or are scheduled to perform) based on certain criteria. These criteria include the status of the job (open, complete, canceled, etc) and the date of the job. You can also jump directly to a particular job by entering its job number in the box provided, or by Illustration 18: The "View Jobs" screen

12 entering it into the go to job # box in the orange bar at the top of every ServiceNet screen. View Locations You can review a list of all the locations that you have (or are scheduled to) clean by clicking on View Locations. All the locations in your list of stores are shown by default, but you can see only the stores whose names begin with a particular letter by clicking on that letter at the top of the screen. To view information for a particular location, click on the name of that location in the list. The location info screen will appear. This screen shows contact information for the store and system layout information (including how many kitchen exhaust systems they have, the components of each, and each system's cleaning frequency and due date). Ancillary services such as grease containment, hinge kits installations, etc are also shown on this screen. A history of all jobs open and closed at this location is available at the bottom of the screen. To view a particular job, click on the job number in this list that you want to see. Illustration 19: The location information screen Print Forms Blank copies of all ServiceNet forms are available on the Print Forms screen. Under normal circumstances, you should not need these forms because ServiceNet will generate preprinted forms for each job that you do. We do recommend that you print a few blank copies of the CASR and leave them in each of your service vans, so that in case the preprinted CASR for that job is lost or damaged during the job, you will still have a CASR available to fill out (remember that payment may be withheld if a completed CASR is not filed for each job). Print Reports ServiceNet offers DunnWell employees and customers many different reports that track our performance. One of these reports is available to our partners: the Planning Schedule. You can run the Planning Schedule to see all the jobs that are assigned to you and/or have already been done in a given month. This report is available in two formats: PDF (click on the red and grey PDF icon) or XLS (click on the green Excel spreadsheet icon). Other reports may be made available to our partners in the future. Docs User manuals and other documentation are available on the Docs screen, including this document. We will be adding to the set of available documentation on this screen over time.

13 Other Features Changing Your Profile Your account was set up with a user profile that includes your username and password, your display name (the name you see in the orange bar at the top of each screen), and your contact information. To change this information, click on your name in the orange bar at the top of the screen, then click on the [edit] link on the right. You can change your display name, password, mailing and shipping addresses, address, and phone numbers. Contact Information To contact the DunnWell operations center, or to get contact information (including fax numbers) for DunnWell, click on the contact us link in the orange bar at the top of each screen. You may contact DunnWell using the addresses and phone numbers listed here, or by completing and submitting the contact WebForm. Logging Out For security, you should log out of ServiceNet after you are done. You will automatically be logged out after 4 hours of inactivity.