Procedures - Revision history

Blazefighterfirst: Added notice to updated work order checklist.

2022-12-05T20:30:16Z

Added notice to updated work order checklist.

← Older revision		Revision as of 20:30, 5 December 2022
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			''The work order checklist has been updated. Please refer to the following [[Work Order Checklist\|page]] to learn more.''

	==Work Order Procedure (Technician)==		==Work Order Procedure (Technician)==

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

2019-10-22T20:28:10Z

Work Order Procedure (Technician)

← Older revision		Revision as of 20:28, 22 October 2019
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	#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.		#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."		#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 (see [[Email Templates]]).		#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.		#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.		#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.
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	#Turn in your work order checklist.		#Turn in your work order checklist.

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

Bchamberlain at 22:12, 18 June 2019

2019-06-18T22:12:03Z

← Older revision		Revision as of 22:12, 18 June 2019
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	#Email a customer when their device(s) is/are ready for pickup.		#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.		#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.		#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.

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	#Close the work order in Spiceworks.		#Close the work order in Spiceworks.
	#Turn in your work order checklist.		#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.

Sidepanel: added detail

2019-05-02T20:21:40Z

added detail

← Older revision		Revision as of 20:21, 2 May 2019
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	[[File:Spiceworks login.PNG\|200px\|thumb\|right\|Spiceworks' Login Page]]		[[File:Spiceworks login.PNG\|200px\|thumb\|right\|Spiceworks' Login Page]]

	#Log into Spiceworks, which is located [http://odin/pro_users/login here].		#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.
	~~#Check~~ Spiceworks 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 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.		#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."		#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.		#Email any customers that are assigned on your work order (see [[Email Templates]]).
	#Set up a time for them to drop your device off, ~~or pick it up for~~ them. ~~Whatever suits~~ the ~~customer~~ is ~~what suits you~~.		#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.
	#After picking up any devices, please email your customer and ask for permission to disassemble, if it applies. Written permission is required.		#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.		#Update customers every 2 days at most via email.
	#Email a customer when their device(s) is/are ready for pickup.		#Email a customer when their device(s) is/are ready for pickup.
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	#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.		#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 ==		==Work Order Closing Procedure==
	This procedure is to be used following the completion of the work order.		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.		#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.		#Once that has been sent, update your work order.
	# Close the work order in Spiceworks.		#Close the work order in Spiceworks.
	# Turn in your work order checklist.		#Turn in your work order checklist.

Sidepanel: Added closing procedure

2018-10-18T20:24:50Z

Added closing procedure

← Older revision		Revision as of 20:24, 18 October 2018
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	== 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.		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]]		[[File:Spiceworks login.PNG\|200px\|thumb\|right\|Spiceworks' Login Page]]
	# Log into Spiceworks, which is located [http://odin/pro_users/login here].
	# Check Spiceworks DAILY.		#Log into Spiceworks, which is located [http://odin/pro_users/login here].
	# 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.		#Check Spiceworks DAILY.
	# 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.		#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.
	# Email any customers that are assigned on your 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.
	# Set up a time for them to drop your device off, or pick it up for them. Whatever suits the customer is what suits you.		#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."
	# After picking up any devices, please email your customer and ask for permission to disassemble, if it applies. Written permission is required.		#Email any customers that are assigned on your work order.
	# Update customers every 2 days at most via email.		#Set up a time for them to drop your device off, or pick it up for them. Whatever suits the customer is what suits you.
	# Email a customer when their device(s) is/are ready for pickup.		#After picking up any devices, please email your customer and ask for permission to disassemble, if it applies. Written permission is required.
	# 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.		#Update customers every 2 days at most via email.
	# 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.		#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.
			#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.

Sidepanel: added picture

2018-08-14T20:25:38Z

added picture

← Older revision		Revision as of 20:25, 14 August 2018
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	== 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.		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].		# Log into Spiceworks, which is located [http://odin/pro_users/login here].
	# Check Spiceworks DAILY.		# Check Spiceworks DAILY.

Sidepanel: started reworking the page

2018-08-13T20:09:20Z

started reworking the page

@@ Line 1: / Line 1: @@
 == 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.
 # Check Spiceworks 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 someone, talk to them before doing anything.
+# 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.
 # Email any customers that are assigned on your work order.
 # Set up a time for them to drop your device off, or pick it up for them. Whatever suits the customer is what suits you.

Sidepanel: /* Work Order Procedure (Technician) */ finished the list

2018-07-30T20:47:22Z

Work Order Procedure (Technician): finished the list

← Older revision		Revision as of 20:47, 30 July 2018
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	# Update customers every 2 days at most via email.		# Update customers every 2 days at most via email.
	# Email a customer when their device(s) is/are ready for pickup.		# Email a customer when their device(s) is/are ready for pickup.
	# ~~tbc~~		# 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.
			# 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.

Sidepanel: /* Work Order Procedure */

2018-07-30T20:29:05Z

Work Order Procedure

@@ Line 17: / Line 17: @@
 . After the ticket is created, contact the team member about it, either telling them face to face, or email, to inform them about their new ticket.
-.Let the assigned team member/s work on the issue.
+. Let the assigned team member/s work on the issue.
 . Team members working on the issue will send an email update to assigned customer if needed (if there is a big change in functionality, or possible date of delivery).  Assigned members should leave notes on  a daily basis on spiceworks. After leaving notes in spiceworks, copy a shortened version into the google sheets.
@@ Line 28: / Line 28: @@
 . After customer has given feedback, give out compliments or constructive criticism if needed.

Jmusselwhite: /* Work Order Procedure */

2018-07-30T20:00:54Z

Work Order Procedure

← Older revision		Revision as of 20:00, 30 July 2018
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	2. Double check information is correct in the Google spreadsheet. Does it make sense?		2. Double check information is correct in the Google spreadsheet. Does it make sense?

	3. Send an email that confirms that we have received to equipment and will begin working on the system (must respond within 24 hours).		3. Send an email that confirms that we have received the equipment and will begin working on the system (must respond within 24 hours).

	4. Fill in columns M, N, P, and T. Those columns are Technician assigned, Initial Customer Contact, Date assigned, and Equipment given. All must be filled in before moving to Spiceworks.		4. Fill in columns M, N, P, and T. Those columns are Technician assigned, Initial Customer Contact, Date assigned, and Equipment given. All must be filled in before moving to Spiceworks.