IV. PROCEDURES: REQUESTING AN ESTIMATE IN ARCHIBUS

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1 UNC Charlotte Facilities Management FM/FIS SOP 101A 08 September 2009 Facilities Information Systems Requesting and Approving an Estimate in Archibus NOTICE: This standard operating procedure is available to view digitally on the Facilities Management website: OPR: FM/FIS (Pamela Duff) FM/FIS (Ray Dinello) Pages 18 I. PURPOSE. This standard operating procedure (SOP) is a user reference for the UNC Charlotte Facilities Management Division personnel. The purpose of this SOP is to establish the policies and procedures utilized when Work Request Estimates are requested, approved and processed within Archibus Web Central. II. SCOPE. Develop and implement standard operating procedures according to work request process flows. Provide Archibus Web Central users step-by-step processes and procedures involved when requesting, approving and processing work request estimates and ensure customer work request estimates are initiated efficiently. By following these standard operating procedures facilities management personnel will enable accurate and expedited processes. This SOP applies to all Facilities Management employees and UNC Charlotte Archibus Web Central system users. III. RESPONSIBILITIES. Zone Shop Supervisors and Processing Assistants (PAs) are responsible for ensuring that submitted estimate requests are processed accurately and in a timely manner. Archibus Customers are responsible for review any Estimates submitted for approval by the Shop Supervisors. All parties are responsible for resolving any issues that occur with a locked work request. IV. PROCEDURES: REQUESTING AN ESTIMATE IN ARCHIBUS 1. Customer Logs into Archibus/Submits WR Estimate Request. Once a customer has determined they need to request an estimate in relation to a Facilities problem or need, the customer completes a work request form as if submitting a work request and then will indicate that an estimate is needed at the end of the process (See Appendix A for complete Work Flow). Please Note: There is no charge for the estimate request To complete the online work request form, the customer must first log into Archibus Web Central. Once the customer has launched their browser (Note: We recommend Firefox). The customer may log into Archibus via the Facilities Management Home Page at by selecting the Archibus homepage link. Then, on the Archibus home page, select the Archibus Log In from the sub menus (Figure 1) or, by logging directly to Archibus Web Central: Page 1 of 18

2 Figure 1: Archibus Log In via Facilities Management (FM) Web Once Archibus Web Central webpage loads, the Archibus main login page will display including the security window (Figure 2). Archibus users must sign in with their assigned campus NinerNet username and password to access Archibus Web Central. Figure 2: Archibus log in page Select the sign in button after entering user name and password (Figure 3). Page 2 of 18

3 Figure 3: Signing into Archibus Web Central 1.2. Create Work Request Task Once logged into Archibus, the user selects the Building Operations Management activity from the left column (Figure 4). The list of processes or roles will display; select the Customer role (Figure 5). Figure 4: Building Operations Management activity Figure 5: Customer role A list of Building Operations Management tasks for the customer role will then display. Figure 6: Create Work Request task Page 3 of 18

4 Select Create a Work Request from the list of tasks (Figure 6) Once the user selects the Create Work Request link, the online form will display on the right side of the screen (Figure 7). Figure 7: Create Work Request form The form will display for completion. When the form is first opened, any field already pre-populated is based upon the user account information and validated upon login Entering Required Data Complete the form sections including work location, description and priority as with a normal work request. Remember, it is important to complete as many fields as possible to ensure requests are routed appropriately and efficiently processed. Please refer to SOP 101: Creating a Work Request in Archibus for step-by-step information for completing each field To receive notifications regarding the status of the work request, remember to select the check box located at the bottom of the Priority section of the form. Page 4 of 18

5 In the upper right hand corner of the windowpane, select the Upload Document button to advance to the next page or select the Submit button to bypass the Upload Documentation page and go directly to the Overview page (Figure 7). Figure 8: Attach Documents and Submit 1.4. Uploading Documentation. As mentioned previously, selecting the Upload Document button will display the Attach Documents page. The Attach Documents and Submit Request screen allows customer documentation to be uploaded, if needed (Figure 8). If no document needs to be uploaded, select the Submit button to proceed to the Overview page Overview page/request Estimate Option. The details of the work request will display on the overview screen. The submitted work request may be printed at this point. In addition, if an Estimate is needed, the customer selects the Request Estimate option button located at the top right corner of the action bar (Figure 9). Figure 9: Requesting an Estimate option 1.6. Notification: Request is sent to Shop Supervisor. A notice will display informing the customer that the work request will be marked reimbursable and require both Shop estimates, Page 5 of 18

6 Customer approval and FAM approval (Figure 10). To proceed with the estimate request click Yes. To allow the work request to proceed as a regular work request, select No. Figure 10: Reimbursable Work Request Estimate notification 1.7. An notification will inform the Supervisor/PA that an Estimate Request has been submitted for their review and estimate. Example of notice: The work request has been submitted for an estimate by DUFF, PAMELA (pduff). Thank You, Facilities Management 2. Estimate Request is sent to Shop Supervisor for Review. The Shop Supervisor listed on the Work Request Overview page will receive the estimate request for review. The Shop Supervisor will review the Estimate Request and will determine whether to prepare an estimate or reject the customer s estimate request. The customer will receive notice via when an estimate has been prepared and is ready for customer approval. Likewise, if the Shop Supervisor rejects the Estimate Request, an notification will be sent along with the rejection reason to the customer Supervisor/PA Role: Updates/Complete WR Estimate. The Supervisor/PA log into Archibus, select the Supervisor/PA role within Archibus and then the Update/ Complete WR Estimates task to review the request (Figure 11). Figure 11: Update/Complete WR Estimate task 2.2. After locating the specific work request estimate, the Supervisor will select the work request code to display it in the Edit Work Request Estimates windowpane (Figure 12). Page 6 of 18

7 Figure 12: Edit Work Request Estimates windowpane 2.3. After reviewing the request, the Supervisor has the option of rejecting, canceling or submitting an Estimate to the customer. Customer documentation may be viewed by selecting the green button located beside the Customer Documentation field If the Supervisor decides to submit an estimate, the estimated cost information for labor, other costs, parts or any shop stock will be entered on the form and submitted. Supervisors may also upload any supporting document for estimates as needed Selecting the Calculate Labor button on the form will enable the Supervisor to estimate the amount of labor. Select the ellipse button on the function code field to view and select the function code needed for the estimate. Once selected, the function code and rate will automatically display on the Calculate Rate by Function and Hours window Type in the number of estimated hours and select the Save button (Figure 13). The information will automatically update on the Edit Work Request Estimates windowpane. Figure 13: Calculate Rate by Function and Hours Page 7 of 18

8 2.6. Uploading Supporting documents. To upload a supporting document, the Supervisor will select the green up arrow located beside the Document 2 field (Figure 14). Figure 14: Uploading Supporting Documents 2.7. The Check in New Document window will display (Figure 26). Select the Browse button to display the File Upload window. Figure 15: Check in New Document window 2.8. In the File Upload window, search and select the document to upload. Once selected, the document will display in the file name field. Select the Open button to upload the document (Figure 16). Figure 16: File Upload window Page 8 of 18

9 2.9. The uploaded document will display on the Check In New Document window. Select the OK button to complete the upload process (Figure 17). To cancel the uploading of the document, select the Cancel button. Figure 17: Completing the document upload process The Supervisor may add any craftsperson notes as needed. Once the Supervisor has added all necessary notes, completed the estimated costs and uploaded all supporting document(s), they will then select the Submit Estimate button located on the action bar to submit the estimate to the customer for review (Figure 18). Figure 18: Submitting the Estimates Once the Estimate is submitted, a Pop Up box will display informing that the WR estimate has been submitted to the Customer for approval (Figure 19). The Customer will receive notification via that a work request cost estimate has been submitted. Figure 19: Message box: WR Estimate submitted to Customer for approval Page 9 of 18

10 2.12. Note: The Supervisor may also reject the estimate by selecting the Reject button located in the action bar at the top of the windowpane; however, if the Reject button is selected without entering a reason for the rejection, then an error message will display (Figure 20). Figure 20: Message box: Rejection reason must be entered To successfully reject the estimate request, enter a rejection reason in the Craftsperson notes and then re-select the Reject button An notification will be sent informing the customer that the work request has been rejected and listing the rejection reason When the work request estimate is rejected, it is sent back to the Customer for review; the Customer will have the option of resubmitting a revised estimate request back to the Shop Supervisor for their review and approval Example of notification: The Estimate Request for Work request # has been rejected by DUFF, PAMELA (pduff). Reason: This work request may be completed as non reimbursable work; please resubmit as a regular work request. 3. Customer Role: Review Shop Supervisor WR Estimate. If the Shop Supervisor submits an estimate, the estimate is sent back to the customer for their review and approval. Figure 21: Review/Approve WR Estimates 3.1. To review and approve the Work Request Estimate, the customer will log into Archibus, select the Building Operations Management module and then select the Review/Approve Reimbursable Estimated WR task within their customer role (Figure 21). Page 10 of 18

11 3.2. The Work Requests waiting Customer Approval will display in the Work Request window and will show the Work Request code, problem type and WR status (Figure 22). If needed, use the mini console or main console to locate a specific work request Estimate if many are listed. Figure 22: Work Request Waiting for Customer Approval 3.3. After locating the work request, select the work request code to display the estimate details within the Edit Work Request Estimates window (Figure 23). Figure 23: Edit Work Request Estimates window 3.4. The Customer will review the estimate including any documents submitted by the Shop Supervisor. Note: To view uploaded documents, select the green button located beside each Document field (Figure 23). Page 11 of 18

12 Figure 24: Customer Options after Reviewing Work Request Estimate 3.5. Once the estimate is reviewed, the customer has the option of either Approving the Estimate, Rejecting the estimate or Resubmitting to the Shop Supervisor after updating the requested estimate description, if needed (Figure 24). Selecting the Cancel button will close out the screen for later review and action. 4. Customer Approved Estimate Routed to FAM. If the Customer selects the Approve Estimate button, then the Work Request will be submitted to the FAM. A message will display informing the customer that the Work Request has been routed to the FAM for approval (Figure 25). Figure 25: Work Request routed to the FAM for Approval 4.1. The FAM will review the work request by accessing the Approve Work Requests task located within the Financial Account Manager role of Archibus (Figure 26). Figure 26: FAM role: Approve WR task 4.2. If the WR is rejected by the FAM, the estimate is sent back with rejection reason to the Customer for their review. The customer may either resubmit the request to the Shop Supervisor for a new estimate or reject the request. If the customer rejects the estimate, the work request will be cancelled and sent to history. Page 12 of 18

13 5. FAM Approved Work Request sent to Shop for Review/Issue. When the FAM approves the work request, the Work Request is sent to the Shop Supervisor queue in Approved Status. The Supervisor/PA will view the Approved Work Request in the Issue Approved Work Requests task (Figure 27). Figure 27: Supervisor/PA role: Issue Approved Work Requests 5.1. FAM Approved work requests are assigned craftsperson and issued out for completion by the Shop Supervisor/PA If the WR should go over the estimated cost during the completion process, the work request will lock. 6. Customer Re-Submits an Updated Request to Shop. If the customer decides to add additional work information and/or comments instead of approving the estimate, they will select the Resubmit button. A notice will display informing the customer that the work request has been sent back to the Shop Supervisor for a new estimate (Figure 28). Figure 28: Work Request is re-submitted to the Shop Supervisor for Estimate 6.1. The Supervisor will decide to either reject or submit a new estimate. If the Supervisor resubmits an updated estimate, the Customer will be informed via The customer will then view the Estimate again along with the any additional craftsperson notes in the Review/Approve Reimbursable Estimated WR task (Figure 29). Page 13 of 18

14 Figure 29: Resubmitted estimate returned to customer for review and approval 6.3. Customer Rejects Estimate. If the customer rejects an estimate, the Shop Supervisor will be notified of the rejected estimate. In addition, a pop up window will notify the customer that the work request will be cancelled and no longer active (Figure 30) The customer must select Yes to continue with the rejection. If the customer rejects the estimate then the WR will be cancelled and the WR will be sent to history. Figure 30: Notification Message to customer when Reject button is selected 6.5. Returned Estimates Rejected by Shop Supervisor. If the Shop Supervisor has rejected the Estimate, the Customer will log in and view the rejected Estimate (Figure 31). The customer then has the option of resubmitting the work request to the Shop Supervisor with additional instructions or the customer may Reject the work request at that point also. As mentioned Page 14 of 18

15 earlier, if rejected by the customer, the work request will be cancelled and will be sent to history. Figure 31: Customer Reviews Estimate Request Rejected by Shop Supervisor 7. Resolving Locked Work Requests. If the WR should go over the estimate costs during the completion process, the work request will lock and an notification will alert the M & O Manager, Shop Supervisor, PA and Customer concerning the issue. The Shop Supervisor must initiate a resolution and work with the customer to resolve the issue notification example: Work request # actual costs have gone over the approved estimated costs. Work Request # is now locked; please log into Archibus to update the actuals and or estimated costs in order to continue the work request A new estimated cost may be submitted by the Shop Supervisor for Customer approval (Figure 31) or the M & Manager, Shop Supervisor or PA may reduce the CF Hours and or shop stock costs to unlock the work request Shop Submits New Estimate for Customer Approval. To submit the new estimate, the Supervisor or PA will log in to review the locked work request estimate using the Update/Complete WR Estimates task. The Supervisor may then recalculate costs, update the form adding new craftsperson notes as needed (Figure 32 and 33)) and select the Submit Estimate Button located at the top of the screen to send it back to the customer for review and approval. Page 15 of 18

16 Figure 32: Supervisor Views/Resolves the Locked Work Request Figure 33: Updated Craftsperson notes submitted with new updated Estimate 7.4. Customer Reviews Updated Locked WR Estimate. Once the new estimate has been submitted to the customer, the customer must approve the new estimate to send it to the FAM for approval. To review the new estimate, the customer will log in and select the Review/Approve WR Estimate to view the locked work request waiting for their approval (Figure 34). Figure 34: Customer reviews Locked WR waiting for new estimate approval Page 16 of 18

17 7.5. After the customer approves the new estimate, the new work request estimate will be sent to the FAM for approval. The FAM will go to the Approve Work Request task and select the locked work request waiting for FAM approval (Figure 35 and 36). Figure 35: FAM - Approve WR task Figure 36: Locked WR Waiting on Financial Account Manager 7.6. NOTE: If rejected by the customer, the work request will stay in Locked status until the Supervisor and Customer come to an agreement and resolve the issue Also, if the FAM rejects the new estimate, the rejected WR will be sent back to the customer for re-submission and resolution with Shop Supervisor If the FAM Approves the new estimate, the work request will unlock and move forward. An notification will be sent to the M & O Manager, Customer, Shop Supervisor and PA informing them that the work request has been updated and unlocked example after Work Request is updated and unlocked: Costs for work request # has been updated. The work request may now move forward; please log into Archibus to review work request # The work request may then proceed forward for review, completion and billing. Page 17 of 18

18 Appendix A: WR Estimate Work Flow Page 18 of 18

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