V 1.1 January 2014
Section iwarranty Users Manual New Flyer Page Warranty Instructions 3 1. Log In 4 2. Home Page 5 3. E-Claim Entry 6 3.1 Claim Entry Overview 6 3.2 Claim Section Overview 6 3.3 Failure Section Overview 9 3.4 Parts Section Overview 11 3.5 Labor Section Overview 12 3.6 Other Charges Overview 13 3.7 Payment Section Overview 14 3.8 Attachments 14 4. Claim Template Maintenance 15 5. Warranty Left Hand Navigation Menu 17 6. Search Methods 18 6.1 Quick Search Methods 18 6.2 Advance Search 19 7. Causal Part # (Engg. BOM PN) 21 8. Retro-Fit Claims 23 9. Coach Down Claims Parts Requests 24 9.1 Claim Tab 24 9.2 Failure Tab 24 9.3 Parts Tab 24 9.4 Failure Tab 24 9.5 Labor Tab 25 10. Good Will Claims 26 New Flyer Industries Parts Tag 27 United States Packing Slip 28 Canadian Packing Slip 29 Shipping Instructions 30 VIN Decal 31 Page 2 of 31
Warranty Claim Instructions 1. The purpose of these instructions are to ensure that warranty claims are properly recorded and processed in a timely manner through the New Flyer Industries iwarranty system. 2. Claims are to be submitted within thirty (30) calendar days from the date of failure. Claims submitted later than thirty (30) days will not be accepted. 3. Acceptance of claims over thirty (30) days will require approval by the Warranty Manager, and the Director of Customer Service. ** Statements such as PART BROKE or PART NOT WORKING will not be accepted. ** Statements such as PART CHANGED or PART NOW WORKS will not be accepted. 4. All defective parts claimed on warranty must be returned to New Flyer for warranty evaluation within forty-five (45) calendar days of completing the repair. Unless the Regional Product Support Manager (RPSM) at his discretion and or in concurrence with a Warranty Recovery Administrator, Warranty Manager, or Director of Customer Service may determine to dispose of the defective part(s) at the properties location. This must be indicated on the iwarranty claim. 5. Returned defective parts must be identified with the New Flyer parts tag (see page 27) all information (items 1 through 5) must be completed and tag must be affixed to the defective part (items A and B are for NFIL use only). 6. Defective parts are to be shipped to New Flyer Industries, unless otherwise instructed by RPSM and or Warranty Recovery Administrator. (see page 28 for United States packing slip, page 29 for Canadian packing slip, and page 30 for shipping instructions and carriers) 7. Warranty period is based on the acceptance date of each coach, and on negotiated contract details. The Warranty Claims Administrator and Warranty Recovery Administrator must verify applicable warranty period prior to approving claim. Page 3 of 31
1 - Log In Enter your user name and password. The user name is normally the first letter of your first name, followed by your last name. If you are having issues logging in you can contact New Flyers Warranty department or call New Flyers ITS department, @ 204-224-6400, between 7:00 AM and 5:00 PM CST. After hours 5:00PM 7:00AM please call 204-227-1470 and provide detailed information of the issue. You can also E-mail your issue to helpdesk@newflyer.com and your issue will be logged. Page 4 of 31
2 Home Page Once you are logged on, the first page you will see is the Home Page This page tells you: How many claims are in your work queue A New Claim can be created Search for a specific claim Run Reports You can click the # shown below the Count and this will show you all of the claims in your queue that are left to be submitted *Note: It s very important to monitor your work queue on a regular basis. Any claims within your work queue are waiting for you to action and or submit. Page 5 of 31
3 E-claim Entry 3.1 Claim Entry Overview Create Claim On the eclaims Home Page or Left Hand Navigation Menu, click on New Claim. When creating a New Claim, the Submitting Location Name and number will self populate. This displays the Claim Summary Screen. This screen may appear with tabs or as a continuous form, based upon the options selected, at the top right hand of the screen. Enter claim information into the appropriate tab or section (Claim, Failure, Parts, Labor, Other Charges, Customer, Payment and Attachments). 3.2 Claim Tab Reference # field: Please enter your companies Warranty Claim number. This will be a way for you to track your claims progress. Claim Type: Standard Warranty: Standard Warranty is for any Warranty Claim where parts and or labor reimbursement is being claimed Retro Fit: This is to be selected when claiming Retro fit repairs. 1 claim should be entered per VIN. SEE SECTION 8 Coach Down: This claim type is to be selected when you require replacement warranty parts to be ordered. SEE SECTION 9 Good Will: Good will claim type is there for your use when an issue is out of the warranty. The authorization will have to be discussed with your New Flyer RPSM and an authorization number will have to be applied by the New Flyer warranty department. SEE SECTION 10 Based On: Lookup is provided to locate and retrieve a claim (e.g., Previous Claim, Pre-Approval, Template). Information from the selected claim is used to populate the new claim being prepared. SR: Model VIN: (lookup) - uniquely identifies a product. All you need to enter is the last 5 digits of the VIN in the field. One you hit Save the system retrieves related information for claim processing, e.g., Customer Fleet #, Model, Make, Registration information will self populate. VIN, combined with registration information, determines: Policy, Delivery Date, Customer (purchaser) Information, Applicable Policies, Responsible Entity, Time Period policy is/was in effect. When the product is not registered, please contact New Flyer and provide the details. The information for the specific VIN will be updated and once completed, the claim can submitted. Odometer (Veh) (kilometers/miles) - Identifies product usage in order to verify that failure is covered. Page 6 of 31
Created Date: (auto-filled with date) Created By: and Submitted By: (auto-filled with information of current logged-in user) After entering all the required information, click Save on the Action Menu. This applies the installation s Validation rules to the claim information entered When all claim information has been entered, click on Submit. Page 7 of 31
Save and Submit Information Save The Message Center message at the top of the screen indicates if there are any validation errors. Validation errors are displayed below the individual data item that caused the error, indicating if entry is invalid or data is insufficient. Sections (Tabs) with insufficient or incorrect date are underscored with a Red Line. The field where the error has occurred will have RED text under it. When a warning come ups in RED, the claim can not be submitted until all RED errors are corrected. Sections (Tabs) with insufficient information are underscored with a Red Line, but the error message under the field maybe in BLUE, if you received this error, the claim can still be submitted, but it will be sent to New Flyer for review. You may click the Save Action Menu item at any time during the claim entry process. You can always return to a Saved claim to complete it. Any claim that has been saved but not submitted will be in DRAFT status. Submit If the validation process indicates that the claim is ready to be submitted for processing, the Submit action will automatically change the claim status from DRAFT to PENDING. Note the new status of the submitted claim. Claim Validate rules are processed first, then Claim Submit rules are processed against the claim. Based on the rules currently defined, the claim status may be automatically reset after submitting. If more information is needed concerning the claim disposition, click on Audit Trail in the left side Navigation menu under GoTo. If validation errors do not prevent the claim from advancing to the next level of processing, the Status will automatically be changed, as appropriate, to PENDING, CORRECTIONS NEEDED, HELD PARTS RETURN, HOLD VENDOR APPROVAL, APPROVED, or REJECTED. Page 8 of 31
3.3 Failure Section Overview In this section, the Submitting Location enters information about the failure that resulted in the repair and subsequent claim. The application determines whether the failure/repair is within coverage period and is a legitimate failure. Failure Date and Repair Date (calendar) - The failure and repair date are required in order to determine if the failure is covered by the policy or program identified on the Claim tab/section. Note: Error message displays if the Repair Date is prior to the Failure Date. Page 9 of 31
Causal Part: The actual part that failed, causing another part or multiple parts to also fail. For example, a loose pulley caused the alternator to fail. In this case the Failed Part would be the pulley and the Consequential Part would be the Alternator. Also known as the Root Cause Part. Causal Part #: New Flyer part number that caused the failure. Causal Part # (Engg. BOM PN): This part # is the PARENT PART # of the failed part or Causal Part #. Please see Section 7 for explanations. Component Code: This is an auto-populated field which specifies the component code for the failed part. This is a 3-field entry box or a lookup. It is comprised of: 1st field indicating the system code for the failed part; 2nd field indicating the assembly code for the failed part; and 3rd field indicating the component code for the failed part. Component Supplier: The name of the supplier who manufactured/supplied the component for that failed part. Complaint, Cause and Corrective Action In each of these fields, select from drop-down options and enter descriptive text (minimum of 15 characters in the text box). Failure Description Cause Corrective Action Customer Reference Information (this section is not required to be filled out) Technician ID Code (lookup) - An alphanumeric code that is entered for a Service Manager under whose supervision the repair was done or the technician who performed the repair. This person will be the one point source of contact for any questions related to the repair done. Work Authorization Code - A prior authorization code to proceed with the repairs or service that is now being claimed Repair Site Code - Select from drop-down the site where the labor operation was actually performed, e.g. Field, In-Shop. Repair Site Name and Repair Site Address - The name and identifying location where the repair was completed Page 10 of 31
3.4 Parts Section Overview In this section, the Submitting Location identifies the parts required to complete the repair: Part Number - Alphanumeric string that identifies the component of a product that is to be returned. This information can be manually entered with lookup assistance available. Information in this field must match entry on file used to do lookup. When Return Request is initiated from claim processing or analysis, system rules can be used to set default. This is optional data. Quantity Qty used per part number and also identifies the number of parts that will be returned Units of Measure (U/M) - Unit of Measure related to the quantity and expense type specified, e.g., pounds, quarts, miles, etc. Part Name - Text that describes the part number entered Purchased from NF: Check box if Yes Unit Price - The price amount associated with a single unit of the associated part. Adjusted Part Price Part Amount (System-supplied; display only) - The amount requested by the submitter when part price is multiplied by quantity. Return (checkbox) - Parts returns are indicated automatically or can be initiated by submitting location using the checkbox provided. For Supplier Parts, Return will be checked automatically after Submit Action. Parts Shipped to NF / Parts Received by NF / Parts Shipment Satisfied Check box if Yes Page 11 of 31
NF Sales Order #: This number is entered by the New Flyer admin for Coach Down claims only Description of Parts Charges - Remarks regarding the replaced parts Shipping Instructions: To be populated for Warranty Coach Down claim types only Browse / Import parts from a (CSV, XML, TXT, INI, SEL) file Note: At any time, you may click the Save button in the Parts section to calculate the cost. 3.5 Labor Section Overview In this section, the submitting location indicates the labor time required to complete the repair in this section of the claim. Labor Operation Number (MFR SRT) - This is the job code and description associated with each labor operation. This field is not required to be filled out and should be left blank. Labor Time Hours - Submitting Location enters number of hours requested or taken to complete the specified labor operation Labor Description - The description for the labor operation specified is retrieved and displayed based upon the MFR SRT. SRT (Standard Repair Time) Hours - The standard hours defined for that labor operation or repair procedure. The standard repair times stored as part of the standard labor operation numbers defined in the system are retrieved and displayed based upon the MFR SRT. Note: Error message displays if Labor Hours entered exceed SRT (allowed) hours for that Labor type. Adjusted Hours - The Total Allowed hours. Initially populated to reflect SRT hours during the first calculate function for that labor operation. Editable by Warranty Processor/Administrator Requested Labor Rate - The authorized labor rate associated with the submitting location for the specified labor is entered by the submitting location. This rate is used to calculate labor amounts. Note: At any time you may click the Save button in the Labor section, the monetary calculations will be done. Labor Total Amount - The Adjusted Repair Time hours times the Labor Rate. Initially populated during the first Calculate function for that labor operation. Description of Labor Charges -This space can be used to describe any circumstances requiring excessive labor, or any other information necessary for the administrator to justify the labor claim. Page 12 of 31
3.6 Other Charges Overview In this section, the Submitting Location identifies the other charges incurred while completing the repair in this section of the claim. Expense Type - Select from the drop-down the type of expense incurred that is not covered in the Parts or Labor section. Other Amount - Cost associated with the expense type identified. Description - Provide additional description of the expense or an explanation for the expense. Invoice Number - Alphanumeric code must be entered when claim is for a part or a product that is not required to be registered (non-serialized product) or when Other Charges are included on a claim. This information may be required for audit purposes. Total Amount - This value defaults to the Other Amount entered above. You may click the Save button in the Other Charges section at any time and the monetary calculations will be done. Other Adjusted Amt - Amount that will be paid for an individual Other Charges entry. Editable by Warranty Processor/Administrator. Supporting Documentation - Select from drop-down options the type of supporting documentation (attachment, fax, email). This is additional information that supports the failure, explains the extra work performed, or verifies purchased parts or service. Verified: (checkbox). Check to indicate supporting documentation is attached to satisfy procedure or policy requirements. Description of Other Charges - Text field in which user can provide details to describe the expenses, or any other information necessary for the administrator to justify the other charges claim. Page 13 of 31
3.7 Payment Section Overview This section displays the Currency Code, Payment Type and Date, Account and Check Number and Charge-back Amount. Amounts: The Requested, Approved and Credited Amounts for Parts, Labor, Other Charges, and Total are displayed. Currency Code: Will be set / determined by the location of the submitting location. Date of Payment: Is the day that the check is created. Check Number: Is the check number that the monies will be paid on. 3.8 Attachments. Submitting Location completes this section if electronic files are being attached to claim. 1. Enter the path of the document, or click on the Browse button to the right of this box to locate the file 2. Enter a description of the file that is being attached. 3. To transfer a copy of the file that will be stored with the claim, click on UPLOAD. 4. Browse / Import files from a (CSV, XML, TXT, INI, SEL) file Page 14 of 31
4 - Claim Template Maintenance Template Overview Claim Templates are an iwarranty method that can be used to save time and avoid repetitive claim entry for claims with common information. A template is the same as a claim, but it has a Template Name and can be searched independent of Claims. Templates may be created from scratch, or by using an existing Claim and saving it as a Template. Create New Claim Template 1. On the iwarranty Home Page, click on New Template in the left-hand navigation menu. 2. On the Template Details screen, fill in the information to be saved in the Claim Template and later used in creating claims. 3. In the Action Menu, click on Save As. 4. In pop-up dialog box, click on Save As Template. 5. In field provided, enter Template Name. Note: Enter a name that will be familiar to the users who will be utilizing the template to create claims. 6. Click on Save. Page 15 of 26
Enter Claim Using this Template 1. In iwarranty, select New Claim. 2. In Based-on drop-down list, select Template. 3. Enter the template # or locate and select using the Lookup. In example, we used the Template # created above. 4. Click on Retrieve to populate the fields with data from this template. 5. When Claim Summary displays for the selected template, add or modify the claim information as needed. 6. In the action Menu, click on Save. Alternative Template Creation 1. Enter the Claim Details screen for a claim containing the information needed in the new Template. 2. In the Action Menu, click Save As 3. On the pop-up dialog screen, click the Save As Template radio button, and enter the Template Name. This will save the claim as a template and re-display it. 4. In the Action Menu, click Save. The Template is now available for use. Create Claim from Template 1. Navigate to the Template Details screen. Note: Conduct a Search, making sure to select Templates in the Search For drop-down. 2. In the Action Menu, click Save As. 3. On the pop-up dialog screen, click the Save As Claim radio button to save the Template as a Claim and re-display it. 4. Add or modify the claim information as needed. 5. In the Action Menu, click Save. Modify Existing Template 1. Navigate to the Template Details screen. Conduct a Search, making sure to select Templates in the Search For: drop-down. 2. Select the Template to modify from the Search Results list. 3. Make your changes and click Save in the Action Menu. Page 16 of 26
5 - Warranty Left Hand Navigation Menu The Left Hand Navigation Menu consists of the following sections: Search: Allows a quick search. User can enter partial information in field, select from dropdown, and click Go to view results meeting the criteria entered. Application Currently Active (in the example, eclaims) Menu: Provides links to functions available within the active application. GoTo Menu: Provides links to reference information related to active screen. To GoTo Menu scrolls downward as claim information is entered. This allows user continual access to the menu while entering the claim. Resources: Provides links to other applications available within iwarranty. Support: Provides links to the various support resources. Page 17 of 31
6 - Search Methods 6.1 Quick Search Quick Search using Claim # 1. On any iwarranty screen, enter partial or entire Claim # in the text box under the Search section on the left-hand menu. For the example below we entered, 006. 2. Since Claim # is the default option in the drop-down list below the text box, click the Go button next to the drop-down list to search for that claim record. In the example below, we entered 006. 3. The Quick Search Results screen displays those results matching your search criteria: 4. Click on the link for the Claim #. This will display the Claim Details screen for the selected claim. Quick Search on Model, VIN, Causal Part, etc. 1. On any iwarranty screen, enter partial or entire number in the text box for one of the categories in the drop-down list. Page 18 of 26
2. Select corresponding category in the drop-down list below the text box. 3. Click the Go button next to the drop-down list. The Quick Search Results screen displays those items matching your search criteria. 4. Click on the link for the Claim #. This will display the Claim Details screen for the selected claim. 6.2 Advanced Search 1. From your Home Page click Search Claim or Search in the left-hand Navigation menu to display the eclaim Search screen. 2. The Search Criteria screen displays. Note: All search criteria is applied as a CONTAINS search, i.e., it searches for values that CONTAIN the user-entered search criteria. Page 19 of 31
3. Enter your search criteria; using drop-down options and calendars, as appropriate, in the example we specified Standard Warranty claim type and Pending claim status. 4. Enter / pick Created Date From To using the quick link calendar 5. Select the columns you wish to view in your search results and the sort order (ascending/descending) in which you wish to view the results. Note: If you wish to save this search for future reference, click Save in the Action Menu. The next time you return to this search screen, the system will remember your criteria. 6. Click the Search button at the bottom of the screen. 7. The eclaims Search Results screen displays those claims meeting your search criteria (Standard Warranty Claims). Results may be re-sorted by clicking once on the column heading of a column. You can navigate to more results by clicking on First, Last, Next, Previous or Goto link at the bottom of the results screen. The eclaims Search Results screen displays those claims meeting your search criteria (Standard Warranty Claims). Results may be re-sorted by clicking once on the column heading of a column. You can navigate to more results by clicking on First, Last, Next, Previous or Goto link at the bottom of the results screen. 8. Click on the Claim # you wish to access for the claim you wish to view / modify. 9. The Claim Details screen will display for the selected claim. Page 20 of 31
7 - Causal Part # (Engg. BOM PN) This number is used for verifying that the part being claimed was in fact installed on the specific SR that is being claimed. This is varified by the original engineering bill of material (BOM), and will determine if the claim will be covered. If the part # is part of an assembly, then the following has to be followed to obtain coverage. For example, if the causal part is an engine door gas strut, then the part number for the gas strut will be entered in the causal part number field and the engine door part number will be entered into the Causal Part # (Engg. BOM PN) as seen below. This information will be available and listed in your New Flyer parts manual Causal Part # 34 *Note: Causal Part # (Engg. BOM PN) only needs to be entered when the iwarranty system fails to generate a valid Component Code on the Failure tab. The system will notify you with a red error message when this happens. Page 21 of 31
Causal Part # (Engg. BOM PN) Causal Part # 34 Page 22 of 31
8 Retro Fit Claims Select New Claim 8.1 Claim Tab Reference # - Enter in your companies claim number. Go to Claim Type - Select Retrofit. Select VIN number by clicking on the binoculars. Or enter the last 5 digits of the VIN and hit Save Go to the Coverage field click on the binoculars. Look for the specific RO number highlight the circle and click return. Enter the Mileage. And Click Save. Once save is selected, all of the Retro Fit attributes will self populate on the labor and parts tabs. The fields are still editable and the cost can be adjusted, but upon adjusting, the claim will be sent directly to the RPSM for review. Justification of the additional charges will need to be provided. The reimbursement cost with be then displayed on the claim tab. 8.2 Failure Tab Repair Date. By selecting the Calendar, choose and click on the specific date and the date will auto populate. Click save and the claim is now ready to be submitted. If there are any additional cost associated with completing the repairs. Please add them to the Other Tab for reimbursement. If the claim meets all of the criteria, once submitted, the claim is automatically approved. * Please note that for each Retrofit repair, an individual claim has to be submitted for each VIN in the SR. Page 23 of 31
9 Warranty Coach Down Claims Warranty Parts Requests Select New Claim 9.1 Claim Tab 9.2 Failure Tab Reference # - Enter in your companies claim number. Go to Claim Type - Select Coach Down. Select VIN number by clicking on the binoculars. Or enter the last 5 digits of the VIN and hit Save Enter the Mileage. And Click Save. Failure Date. By selecting the Calendar, choose and click on the specific date and the date will auto populate. *PLEASE NOTE THAT THE REPAIR DATE IS NOT REQUIRED, AS THE REPAIR MOST LIKELY HASN T BEEN DONE YET Enter the Causal Part # 9.3 Parts Tab If the Causal Part # (Engg. BOM PN): is different from the Causal Part # enter it here. If not, this field will self populate with the Causal Part # when Save is selected Enter the Failure Description and Cause Information into the text fields. The Coach Down Order box must always be checked off to ensure that the claim goes through the proper channels and parts get ordered right away. In the Part # field, enter the part # of the part that you are requesting to be sent out, the quantity and check off that it has been purchased by New Flyer. Click Submit. The claim status will change to Parts Required. The claim will now be in New Flyers queue and the part will be ordered and sent out. When the requested part has been shipped, the claim status will change to Parts Shipped and the claim will be back in the submitting locations work Queue. Once the claim is in the submitting locations work queue, the claim can be used to submit the labor portion of the claim. To complete this please do the following. 9.4 Failure Tab Enter the Repair Date By selecting the Calendar, choose and click on the specific date and the date will auto populate. Page 24 of 31
9.5 Labor Tab In the Labor Time Hours field, enter the requested number of hours to be claimed. In the Requested Labor Rate field enter your current warranty reimbursement labor rate. Click Submit the claim status will now change to pending and will be in New Flyers work queue. If there are any additional charges for this repair, please enter this information in the Other Charges Tab *Reminder: Please ensure ALL failed parts are returned to New Flyer, with the exception of glass or dangerous goods. Page 25 of 31
10 Good Will Claims Good Will claims are to be used when there are special circumstances behind the failure. When the Bus / failure is out of Warranty. The submitting location is to get a hold of your Regional Product Support Manager and provide them with the reasoning behind the request. The following information is required: 1. The VIN # 2. Mileage. 3. Exact Cost of Repairs If the RPSM agrees that this claim should be submitted for Goodwill, the claim should then be entered in iwarranty under the Goodwill Claim type and saved. The claim # should then be provided to the New Flyer Warranty department to be processed accordingly. The Goodwill Authorization code can only be used once and is pre set maximum approved dollar amount that will be set at the time of approval. Page 26 of 31
New Flyer Industries Limited Parts Tag 1 WARRANTY PARTS BEING RETURNED FOR CREDIT EVALUATION PACKING SLIP- USA 2 Date of Shipment: / / 3 4 5 6 7 1 8 9 2 3 4 5 A B Page 27 of 31
WARRANTY PARTS BEING RETURNED FOR CREDIT EVALUATION PACKING SLIP- USA Date of Shipment: / / Ship to : From : New Flyer Industries Limited 2300 Progress Drive Hebron, KY 41048 Attention : Warranty Department Part Number Claim Number Part Description Part Quantity Bus Number Fax this packing slip to fax number 204-224-0248 Attn: Warranty Recovery Administrator or email to andre_lavallee@newflyer.com. Also place a copy in the shipment box / crate. Page 28 of 31
WARRANTY PARTS BEING RETURNED FOR CREDIT EVALUATION PACKING SLIP- CND Date of Shipment: / / Ship to : From : New Flyer Industries Limited 630 Kernaghan Avenue Doors 7 & 8 Winnipeg, Manitoba Canada R2C 5G1 Attention : Warranty Department Part Number Claim Number Part Description Part Quantity Bus Number Fax this packing slip to fax number 204-224-0248 Attn: Warranty Recovery Administrator or email to andre_lavallee@newflyer.com. Also place a copy in the shipment box / crate. Page 29 of 31
Shipping Instructions The following Carriers are to be notified for pick up of Warranty Parts being returned United States Customers Shipments over 150 pounds ESTES Express Phone 1-877-268-4555 Ship Collect to New Flyer account 5022165 Shipments under 150 pounds Federal Express Ground Phone 1-800-463-3339 NOTE: Please specify to the FedEx operator that you are REQUESTING A CALL TAG going back to New Flyer Operator may need to be prompted to check the exception on the account if they state that New Flyer has to make this call. New Flyer Account # 406802787 Canadian Customers Shipments over 150 pounds ATS Phone: 1-888-404-4292 Or 514-733-8539 (Quebec) Shipments under 150 pounds Federal Express Ground Phone 1-800-463-3339 NOTE: Please specify to the FedEx operator that you are REQUESTING A CALL TAG going back to New Flyer Operator may need to be prompted to check the exception on the account if they state that New Flyer has to make this call. New Flyer Account # 326474207 Page 30 of 31
VIN Decal Located above the driver seat and to the left. Page 31 of 31