24PinTech Wiki - User contributions [en]

Procedures

2019-10-22T20:28:10Z

GNjue: /* Work Order Procedure (Technician) */

==Work Order Procedure (Technician)==
This procedure is to used by technicians that have a work order. This is the correct way to handle the work order, and this procedure must be followed every single time.
[[File:Spiceworks login.PNG|200px|thumb|right|Spiceworks' Login Page]]

#Log into Spiceworks, which is located [http://odin/pro_users/login here]. This link only works on the CISCOACA network. Spiceworks needs to be checked DAILY.
#If you have a new work order, immediately comment "Work Order Received" or something similar to alert the manager that you have seen the work order.
#If you are working with another tech on the work order, talk to them before doing anything and come to a consensus on what should be done.
#For every new work order, print a work order checklist, which is located in your Google Drive in "Shared With Me\24PinTech Documents" and it is the Docs file name "Work Order Checklist."
#Email any customers that are assigned on your work order and BCC your supervisor and Mr. Chamberlain (see [[Email Templates]]).
#Set up a time for them to drop your device off where you meet the customer. You may have to go to a teacher's classroom in order to service them, rather than asking them to drop off their device.
#Ensure that a waiver form is signed by the person that is dropping off their device. Devices serviced in a teacher's classroom do not need a waiver. Waivers are located on the paper rack on the receiving desk, or may be printed out in "Google Drive\Shared With Me\24PinTech Documents\SLAs\Contracts". Ensure that customers get their receipt (cut off the bottom) and stress the "DO NOT LOSE" portion.
#After picking up any devices, please email your customer and ask for permission to disassemble, if it applies. Written permission is required before opening any devices.
#Update customers every 2 days at most via email.
#Email a customer when their device(s) is/are ready for pickup.
#Set up a time for them to pick up a device or drop the device off when it is done, depending on the device and customer. Every case will be different.
#Ensure the device is working properly with the customer before handing it over, have customer sign form noting their confirmation that the problem has been corrected.
#Once the device is no longer in the hands of 24PinTech, notify the manager that the work order is completed. One week after the the device has left 24PinTech, a follow-up email (see [[Email Templates]]) needs to be sent. Complete the work order closing procedure in the next section.

==Work Order Closing Procedure==
This procedure is to be used following the completion of the work order.

#After the customer has picked up their device, immediately send a Customer Satisfaction Survey (see [[Email Templates]]) to the customer.
#Once that has been sent, update your work order.
#Close the work order in Spiceworks.
#Turn in your work order checklist.

==Arcade Desk Clerk Dropoff and Pickup==
This is to be used when the clerk working the desk is doing the drop off and pickup

#If the Tech assigned to the workorder is unable to facilitate the drop-off/pick-up they inform the clerk on duty regarding the issue. Upon completion the clerk will inform the tech.
#If it is a customer that has not contacted 24Pin and put in a workorder, the clerk will work with the customer to briefly troubleshoot the device and help them put in the workorder and fill out the waiver form. '''No devices are accepted with out a workorder request and waiver form completed!!!''' Clerk will then inform the operations manager who will then assign the workorder to a tech. The Tech will then collect all equipment from the clerk and store it in their designated area.
#If a customer comes by to check on the progress of an order clerk will check on [https://docs.google.com/spreadsheets/d/11QXMP4XMELFYPsWmhiDrGFHs1hSy936hgXFzcHCJopA/edit#gid=0 SpiceWorks Progress Sheet] to report on progress. Clerk will also give out technician email and ask the customer to contact the tech using email. If the customer has a complaint clerk will elevate the issue to the Operations Manager or Mr. Chamberlain depending on who is availalbe.

Improvement Plan

2019-10-21T20:25:12Z

GNjue: /* Disciplinary Procedure */

==Introduction to Performance Improvement Plans==
In the real world, there will be moments where employees' performance won't match up with the business's expectations. While some businesses immediately fire these employees, others offer a second chance by giving the struggling employee and opportunity to succeed while holding them accountable for past performance. Businesses do this through what's called a performance improvement plan (PIP). 24 Pin tech will implement this improvement plan to help its struggling employees succeed in the businesses. As a 24 Pin Tech employee, your job is to make the best of the business

==Disciplinary Action==
In 24 Pin Tech, Mr. Chamberlain or the manager will take note of all employees and consider the work they've done to contribute to 24 Pin Tech, and also if they're working on TestOut certifications. If Mr. Chamberlain or the manager notices any issues among employees, they will do the following procedure
===Possible Actions Leading to Disciplinary Action===
As an employee, always be professional. You are young, and it's okay to have fun - that's what 24 Pin Tech is supposed to be. However, you must find a way to flip that switch when appropriate. This businesses prepares you for the outside world, so always consider that. The following are issues that may lead to disciplinary action:

*Horseplaying
*Arguing with customer and other employees
*Profanity
*Refusal to follow business procedures
*Abuse of privileges
*Stealing
*Refusing to do TestOut
*Not meeting deadlines
*Bad team behavior
*Unacceptable work quality
*Missing 24Pin Arcade shift after 3 times

===Disciplinary Procedure===

*Manager will speak with Mr. Chamberlain and let him know about the struggling employee.
*The manager and Mr. Chamberlain will pull out the employee and speak with him/her one-on-one.
*They will discuss the issues they have noticed with this employee and ask him/her, and ask any other questions relating to their performance.
*The manager will decide the consequence. Depending on the issues, these are possible consequences:Warning
**Warning
**Put on improvement plan
**Loss of Certain Privileges (decided by discretion of manager and Mr. Chamberlain)
**Work Suspension (duration decided by discretion of manager and Mr. Chamberlain)
**Removal from 24 Pin Tech.

'''NOTE:''' Employee is to stay in another room separated from the business during suspension.

'''NOTE:''' Depending on the issue, the consequence can go straight to suspension or complete removal.

==Components==
'''Manager(s), please be very specific when filling out the manager portion.'''
The improvement plan is located in the shared folder, and will include the following:

*Reflection
**What you did.
**Why you did it.
**How you plan to better your performance in the future.
**How you're going to contribute to 24 Pin Tech.
*Daily progress tracker '''(daily progress should be submitted to both the manager and Mr. Chamberlain).'''
**Everything you did during every day of suspension.

'''NOTE:''' An essay is also required outlining what is above. This MUST be emailed to both the manager and Mr. Chamberlain by the end of suspension. If it's not completed, suspension will go on until the task is completed.

==Benefits==

*Allows the employee to reflect on both their performance and contribution to 24 Pin Tech.
*Helps the employee improve their performance
*Demonstrates intention of fairness and commitment to help the employee succeed.

==Conclusion==
As a 24 Pin Tech employee, your job is to make the best of the business. The mission comes first before the men. The improvement plan is not meant to be a punishment. This is for the benefit of the employee. This is an opportunity to improve their performance and make a great contribution to 24 Pin Tech. As an employee, think about the legacy you'll leave behind. 24 Pin Tech can be fun, but always remember to maintain a balance between fun and professionalism. 24 Pin Tech is a company that build leaders, and we want to ensure that you succeed in doing so.

Improvement Plan

2019-10-21T20:14:18Z

GNjue: /* Possible Actions Leading to Disciplinary Action */

==Introduction to Performance Improvement Plans==
In the real world, there will be moments where employees' performance won't match up with the business's expectations. While some businesses immediately fire these employees, others offer a second chance by giving the struggling employee and opportunity to succeed while holding them accountable for past performance. Businesses do this through what's called a performance improvement plan (PIP). 24 Pin tech will implement this improvement plan to help its struggling employees succeed in the businesses. As a 24 Pin Tech employee, your job is to make the best of the business

==Disciplinary Action==
In 24 Pin Tech, Mr. Chamberlain or the manager will take note of all employees and consider the work they've done to contribute to 24 Pin Tech, and also if they're working on TestOut certifications. If Mr. Chamberlain or the manager notices any issues among employees, they will do the following procedure
===Possible Actions Leading to Disciplinary Action===
As an employee, always be professional. You are young, and it's okay to have fun - that's what 24 Pin Tech is supposed to be. However, you must find a way to flip that switch when appropriate. This businesses prepares you for the outside world, so always consider that. The following are issues that may lead to disciplinary action:

*Horseplaying
*Arguing with customer and other employees
*Profanity
*Refusal to follow business procedures
*Abuse of privileges
*Stealing
*Refusing to do TestOut
*Not meeting deadlines
*Bad team behavior
*Unacceptable work quality
*Missing 24Pin Arcade shift after 3 times

===Disciplinary Procedure===

*Manager will speak with Mr. Chamberlain and let him know about the struggling employee.
*The manager and Mr. Chamberlain will pull out the employee and speak with him/her one-on-one.
*They will discuss the issues they have noticed with this employee and ask him/her, and ask any other questions relating to their performance.
*The manager will decide the consequence. Depending on the issues, these are possible consequences:
**Warning
**Loss of Certain Privileges (decided by discretion of manager and Mr. Chamberlain)
**Work Suspension (duration decided by discretion of manager and Mr. Chamberlain)
**Removal from 24 Pin Tech.

'''NOTE:''' Employee is to stay in another room separated from the business during suspension.

'''NOTE:''' Depending on the issue, the consequence can go straight to suspension or complete removal.

==Components==
'''Manager(s), please be very specific when filling out the manager portion.'''
The improvement plan is located in the shared folder, and will include the following:

*Reflection
**What you did.
**Why you did it.
**How you plan to better your performance in the future.
**How you're going to contribute to 24 Pin Tech.
*Daily progress tracker '''(daily progress should be submitted to both the manager and Mr. Chamberlain).'''
**Everything you did during every day of suspension.

'''NOTE:''' An essay is also required outlining what is above. This MUST be emailed to both the manager and Mr. Chamberlain by the end of suspension. If it's not completed, suspension will go on until the task is completed.

==Benefits==

*Allows the employee to reflect on both their performance and contribution to 24 Pin Tech.
*Helps the employee improve their performance
*Demonstrates intention of fairness and commitment to help the employee succeed.

==Conclusion==
As a 24 Pin Tech employee, your job is to make the best of the business. The mission comes first before the men. The improvement plan is not meant to be a punishment. This is for the benefit of the employee. This is an opportunity to improve their performance and make a great contribution to 24 Pin Tech. As an employee, think about the legacy you'll leave behind. 24 Pin Tech can be fun, but always remember to maintain a balance between fun and professionalism. 24 Pin Tech is a company that build leaders, and we want to ensure that you succeed in doing so.

Technician Workspace

2019-10-17T17:50:02Z

GNjue:

Each technician in 24 Pin Technologies has an array of tools and supplies at their workstation to help diagnose problems with devices that come in.

==Workstation Supplies==
Tools available to each technician;

*Belkin Toolkit
*Black cart
*Tool cart
*Suction cup
*Charging Cables and Adapters
*An Array of Spare Hand Tools
*Other Miscellaneous Tools
*Heat guns

All items in each workstation are inventoried every day by technicians during room management and cleaning at the end of the day.

#Sign out tools on Tool checkout sheet
#Limit the spread of tools to your designated work space
#When done make sure all tools are put back where they belong, return any toolkit used back to its designated area.
#Sign tools in on Tool checkout Sheet
#If any mess was made go back to your designated work space and clean it up using the appropriate cleaning tools
#If working in the back room place your key back in its box

Technician Workspace

2019-10-16T18:47:00Z

GNjue: