- 1 - Manual for Service Providers

Transcription

1 - 1 - Manual for Service Providers

2 Meet Our Customer: Talbots What is Talbots Solution? Talbots, in coordination with FacilitySource, is providing transactional facility maintenance for the Talbots portfolio. The Talbots facility solution is managed by the Talbots facility team utilizing the FacilitySource Facility Maintenance Optimization (FMO) program. FMO provides call center services, Work Order management system (fmpilot2), vendor management services, electronic invoice processing, and data management. How does this affect me as a Service Provider? FacilitySource is the primary contact for service and repair needs. FacilitySource is the party responsible for the following: Receiving service requests from store locations. Dispatching service requests to and monitoring service providers. Processing, batching, and quality assurance of resulting invoices. Scheduling and issuing preventive maintenance work requests. Following up on all work requests to ensure service levels are achieved. How does it all work? FacilitySource uses a state of the art telephone communications system and web-based Work Order and asset management software called fmpilot2 to capture real-time service repair data. Necessary procedures to work with the FacilitySource process are defined and explained in this informational package. The keys to the program are as follows: Proper use of the automated IVR telephone system. Proper use of the fmpilot2 Vendor Portal system including accepting, quoting, and invoicing on-line. As such the service provider must have a computer with internet connectivity. Knowledge of the expected response and arrival parameters. Consistent and efficient communication from the Service Provider in the life of the work request. Timely submittal of all quotes and invoices.

3 Vendor Checklist Talbots Information Item Details IVR Phone Number ( ) Call Center 1-800# ( ) fmpilot2 Website Bill Pay Client Invoicing Terms Scheduled Work Asset Based System Quote Turn Around Times Account contact FacilitySource Vendor Coordinator Client Account Coordinator FS Training Pilot go-live Full roll out go-live (Phase 1 phone only) Total Locations No Invoice must be submitted within 45 days upon completion of work 24-hour turn around on emergency quotes unless otherwise specified by client; all other standard quotes should be submitted by end of next business day. Work that can be completed while on-site with a DNE increase, tech should call FS for increase approval while on-site. Yes HVAC equipment only Scheduled Work Orders will be dispatched fifteen days prior to the month of service TLB@facilitysource.com Andre Smith amsmith@facilitysource.com Albrey Mann amann@facilitysource.com training@facilitysource.com /10/ locations 7/8/13 remaining 418 locations 519 total USA 505 CAN - 14

4 Table of Contents Standards... 1 General Standards... 1 Performance Standards... 1 Work Order Management Standards... 1 IVR System Requirements... 1 On-Demand Request for Service Notification... 2 On-Demand Request for Service Response... 3 Accepting On-Demand Request for Service... 3 Rejecting On-Demand Request for Service... 3 Scheduled Service Requests Notification... 4 Scheduled Service Request Response... 4 On-Demand and Scheduled Service Technician Activity... 4 Checking In... 4 Checking Out... 5 Quotation Standards... 5 Do Not Exceed/DNE... 5 Quote Submission Criteria... 6 Invoicing Standards... 6 Invoicing Procedures... 6 Payments... 7 Service Response Parameters... 7 Response Parameter Guidelines (Normal and Emergency calls)... 8 Emergency Requests for Service (After Hours and Weekends)... 8 Other Key Items... 9 Remote Diagnostics... 9 Parts and Supplies... 9 Internet Capability... 9 Insurance Requirements Sample Talbots Certificate of Insurance Service Provider Score Card Criteria i -

5 Talbots Service Provider Sign-off Sheet IVR Call Tree Main Menu Advanced Mode Check Out ii -

6 Standards General Standards Service Providers will comply with all terms and conditions of service agreements. All Service Providers will adhere to all OSHA guidelines. OSHA reports must be made available to Talbots and FacilitySource or the location serviced upon request. All Service Providers will carry insurance levels at the Talbots specifications, or get written approval from Talbots on any deviations from the specifications (attached). All technicians representing the Service Provider must carry company identification and/or wear a uniform of the Service Provider. All repair parts installed by the Service Provider must meet UL standards or equivalent. Smoking, using alcohol or drugs, sleeping, verbal or physical abuse, or other objectionable behavior at Talbots locations is strictly prohibited. Service Providers must have licensed technicians on staff where required by law. Service Providers must conduct a background check review of all subcontractors. All products and liquids identified as toxic and/or hazardous are to be removed from the location upon completion of work and must be disposed of per federal, state, and local guidelines. Locations reserve the right to restrict contractor employee access to Talbots property based on employee past performance. Performance Standards All Service Providers must have the capability of receiving Requests for Service (RFS) by or fax and dispatching technicians 24 hours a day, seven (7) days per week. After hours calls not answered by a dispatcher (answering service, pager, etc) must be returned to the FacilitySource call center within 15 minutes. All Service Provider representatives must check in and out with the location. All technicians must call into the FacilitySource fmpilot2 Work Order system using the IVR when they arrive at the location and before leaving the location. (Note: most of the time retailers require the Service Provider to use the location s phone not their cell phones). For all emergency calls, technicians must arrive at the location within four (4) hours of receiving the Request for Service. Resolution should be provided based on the Service Response Parameters detailed in Section 2.9. It is the Service Provider s responsibility to notify FacilitySource any time there is a problem with meeting this criteria. All services/repairs must conform to all local, state, and federal laws, regulations, and codes. A call must be made to the appropriate coordinator or on-call coordinator immediately for all issues that involve the possible loss of sales or issues that prevent the Service Provider from performing the work requested. Work Order Management Standards IVR System Requirements Each Service Provider will be assigned a PIN to be used with the IVR System for security reasons. The PIN is needed to log onto the IVR system

7 All entries (PIN, Work Order number (WEB # or PM # - just the 6-digit number, etc.) must be entered without any special keys i.e. #, *, etc. All ETAs are entered as a six-digit number example for February 14, The ETA time will be entered in two digits i.e. 01 for 1:00 and the prompt will ask if this time is AM or PM. ** Please refer to workflow in Section 7 for a full sample of IVR call tree. ** On-Demand Request for Service Notification The location will be using the FacilitySource call center or fmpilot2 portal system to handle all of their service needs. All Request for Service s need to be placed directly to FacilitySource. The location should not contact a Service Provider directly. If a location contacts a Service Provider directly about a Request for Service, the Service Provider should direct the location to call the FacilitySource call center. This is critical for correct billing and timely payment. Each location will call all service issues into the FacilitySource call center. A detailed description of the On-Demand Request for Service is entered into the system by a FacilitySource representative. FacilitySource will then notify the Service Provider that there is a service need at a particular location. The Service Provider will receive the Request for Service/Work Order via a pre-established protocol (i.e. vendor portal, , or text message/pager). On-Demand Request for Service s will begin with WEB- then the numeric Work Order number. After hours a Service Provider must call FacilitySource or use the fmpilot2 portal to accept or reject an On-Demand Request for Service. If the Service Provider is not able to address the Request for Service within the resolution time frames established in Section 2.9, FacilitySource must be contacted immediately. If the Request for Service is accepted, the Service Provider determines if a solution should be attempted over the phone or if an on-site visit is necessary. If a phone solution might be possible, the Service Provider calls the location directly using the number on the Request for Service notification/work Order. If the problem is solved over the phone, the Service Provider can use the IVR system (option # 5 upon check out) or call FacilitySource and close-out (Zero Invoice) the Request for Service. If the Service Provider closes out a call this way, it is important to explain the resolution in the comments section of the Work Order and then to click on the Zero Invoice button. The Zero Invoice button is found at the bottom of the Work Order screen. A Close-out (Zero Invoice) reflects positively on the Service Provider in the eyes of Talbots and FacilitySource, strengthening the business relationship and confidence level. The Service Provider may need to set or reset the Estimated Time of Arrival (ETA). The ETA should not be changed by the Service Provider unless agreed upon by the location requesting the service. (Note: Target Complete times or Resolution times will be used to scorecard the Service Provider. At times the Service Provider might need to change the ETA, but understand this will impact the Service Provider s overall scorecard performance.) If an on-site visit is necessary, the Service Provider will be required to Check-in with the location and the FacilitySource fmpilot2 system via the IVR telephone system upon arrival at the location. After the service activity for that day is completed, the Service Provider will be - 2 -

8 required to Check-out with the location and the FacilitySource fmpilot2 system via the IVR telephone system. On-Demand Request for Service Response When you receive an On-Demand Request for Service/Work Order from FacilitySource, the first step is to determine if you can do the work. If you are not able to perform the work, you must immediately reject the Request for Service/Work Order and inform FacilitySource so that an alternate Service Provider can be selected in a timely fashion to meet the location's needs. Rejecting a Request for Service/Work Order means that you will be removed from activity for that Request for Service/Work Order which pulls the Request for Service from the primary Service Provider and dispatches the Request for Service/Work Order to the secondary Service Provider. Add a note to the fmpilot2 system, when able, on why you are rejecting a request for service. Accepting On-Demand Request for Service You may accept an On-Demand Request for Service by either method below: Click on the accept button at the bottom the ed Request for Service/Work Order. Dial into the designated Talbots IVR call-in number ( ). At the voice prompt enter your FacilitySource PIN, which is usually a 5-digit number. Each Service Provider will be given only one PIN. This can be found on every Request for Service/Work Order. At the voice prompt, enter the Work Order number (e.g., for WEB , enter only ). If multiple Work Order types are found with the same Work Order number then you will be prompted if the Work Order is a Scheduled Service Request (e.g., PM ) or not. For the first call Work Order Acceptance you will be prompted to press (1) to accept the Work Order. The IVR attendant will state that the Work Order status will now change to In Progress. This is followed by: The Work Order has been accepted. Please enter a new ETA (estimated time of arrival) date for the visit. Once again the date must be a six-digit number for February 14, 2013 and then Please enter in a new ETA in two digits format 01 for 1:00 AM or PM? Request Prompt: You may hang-up now or press (1) to update another Work Order. Rejecting On-Demand Request for Service You may reject an On-Demand Request for Service by either method below: Enter notes in the system as to why you are rejecting the request then click on the Reject button at the bottom of the ed Request for Service/Work Order. Dial into the designated Talbots IVR call-in number ( ). At the voice prompt, enter your FacilitySource PIN. At the voice prompt, enter the Work Order number. Press (2) to reject the Work Order. Press (1) to confirm the rejection of the Work Order, - or - Press (2) to cancel and accept the Work Order and go back to Accepting On-Demand Request for Service

9 Scheduled Service Requests Notification On the first of each appropriate month, all Scheduled Service Requests/Work Orders will be loaded into FacilitySource fmpilot2 software. Scheduled Service Requests/Work Orders will begin with PM- and the numeric Work Order number. Each Request for Service will have a scheduled ETA. It is the Service Providers responsibility to ensure that the Request for Service is completed and invoiced within the specified time frame on the Work Order. Any Scheduled Service Requests/Work Orders not kept to these standards may be reviewed by Talbots and FacilitySource and risk closure without payment. For any scheduled maintenance work not kept to these standards, FacilitySource will contact the service provider to verify completion and FacilitySource will expect a Zero Invoice. (Note: FacilitySource can notify a Service Provider by , phone, or fax. The preferred notification method of FacilitySource is via during normal business hours. Please let us know which is preferable during non-business hours.) Note: Scheduled maintenance is not counted as part of the scorecard. Scheduled Service Request Response When you receive a Scheduled Service Request/Work Order, the Work Order will be pre-set to In Progress status. This eliminates the need for the Service Provider to accept the Work Order since it is a contracted service. The Scheduled Service Request/Work Order will have a scheduled ETA. If the Service Provider cannot perform the services on the ETA date, it is the responsibility of the Service Provider to change the ETA within the fmpilot2 system and to notify the location and FacilitySource call center of the new ETA. On-Demand and Scheduled Service Technician Activity Arrive at the location at or before the agreed upon or pre-set ETA. At the location the service technician should immediately Check-in with the location s rep and the FacilitySource fmpilot2 system utilizing the IVR. Any work to be performed outside of store s normal business hours must be scheduled in advance with the Store Manager. Store hours can be found in the Location s detail tab. Any work requiring an on-site time of more than four (4) hours outside of normal business hours requires a Security Guard. The Security Guard will be provided by Talbots Loss Prevention group. No admittance to the Store will be allowed to the Service Provider for work of this scope unless the Security Guard is on-site at the Store location. Service Provider shall work with Talbots Store Maintenance to schedule the security guard. Checking In Dial into the designated Talbots IVR call-in number ( ). At the voice prompt enter your FacilitySource PIN; this is located on the Work Order. At the voice prompt enter the Work Order number. The system will automatically check you in with a current time stamp On-site status now. System will ask for how many technicians are checking in and prompt for a number. The default is always one (1)

10 You may hang-up now or press (1) to update another Work Order. Checking Out Dial into the designated Talbots IVR call-in number ( ). At the voice prompt enter your FacilitySource PIN. At the voice prompt enter your Work Order number. Please press (1) if the job has been completed Go to Completed. Press (2) if the job requires a quote Go to Proposal. Press (3) if the job requires materials Go to Need Materials. Press (4) if the job requires a return visit Go to Follow-up. Press (5) if the job has been completed and no invoice will be submitted No Invoice. Completed - The status will now be changed to Pending Provider Invoice. Thank you, the Work Order has now been set to complete. Store Verification - The status will now be changed to Pending Store Verification. Thank you the Work Order has now been set to pending store verification. You may hang-up now or press (1) to update another Work Order. Proposal The status will now be changed to Pending Quote. Thank you, the Work Order has now been set to pending quote. You may hang-up now or press (1) to update another Work Order. Need Materials The status will now be changed to Waiting on Material. Please enter in a new ETA (estimated time of arrival) date for the follow-up visit. The date must be a six digit number Example for February 14th of You may hang-up now or press (1) to update another Work Order. Follow-up The status will now be changed to Follow-up. Please enter a new ETA date for the follow-up visit. The date must be a 6-digit number for February 14, You may hang-up now or press (1) to update another Work Order. Prior to leaving the store the Service Provider must obtain the Store Manager s signature and Store Stamp (if a stamp is available) on the Work Order. This does not constitute approval of work. It only confirms that the Service Provider was at the site. FacilitySource CSR will verify approval of work with a follow-up call to the store. Quotation Standards Do Not Exceed/DNE Request for Service/Work Orders will have a fixed not to exceed dollar amount that s specified in the Work Order. FacilitySource fmpilot2 software identifies this as the Do Not Exceed (DNE) amount. All work up to the DNE is pre-approved for On-Demand Requests for Service and Scheduled Service Requests

11 Any work exceeding this limit must be quoted and approved prior to work being done. Scheduled Service Request (PM) Quote procedure: Technician must call into call center to request a Work Order for the work found during Scheduled Service. CSR will issue a new On-Demand Request for Service/Work Order for the technician to quote the needed repairs and On-Demand Request for Service Quote procedures should be followed. On-Demand Request for Service Quote procedure: Formal quotations must be entered into the Work Order on-line by the end of the next business day from the Service Provider s specified time of arrival unless otherwise noted in these specifications. All quoted work must be input using fmpilot2. Note: If the technician is on site and has the available parts/tools, to avoid a repeat visit the technician should contact the call center to request a DNE increase. The CSR will contact the Talbots Account Manger to confirm if the DNE increase is approved. If the increase is approved, the CSR will increase the DNE within the Work Order and will notify the technician to proceed with the repairs. If the DNE increase is not approved, the CSR will notify the technician to complete temporary repairs within the DNE limit and the Service Provider should then enter a formal quote on-line. Quote Submission Criteria Quotations must be delivered by the end of the next business day from the specified time of arrival, unless noted otherwise in these specifications. All quotes must be submitted within the Talbots portal system fmpilot2 and a full detail of parts, labor, shipping/freight, permits, taxes, and detailed description of work is required. Additional detail, like pictures, should be added in order provide the necessary information needed to determine if the quote will be accepted or declined. For HVAC Unit replacement two (2) quotes must be submitted. One quote should contain a full detail of parts, labor, shipping/freight, permits, taxes, and detailed description of work. An additional quote should also be submitted for labor only. Talbots Maintenance Coordinators will review and approve quotes and contact the submitting party within 48 hours of submission. If the Service Provider does not hear from Talbots within the allotted time frame, the Service Provider should contact the call center directly to ensure that the quote submission was received. Creating notes of such contact within the Work Order is highly encouraged. If the repair is of an urgent nature, the Service Provider should the quote information and call FacilitySource immediately thereafter so a prompt decision can be reached. Invoicing Standards Invoicing Procedures All invoices must be supported by a Work Order ticket signed by Store Management and store stamped (if a stamp is available). This ticket will be uploaded into fmpilot2 attached to the work request. All invoices must be broken into material, labor, and sub-contractor detail including mark-up on subcontractor amounts

12 Scheduled maintenance (PM) is to be invoiced separately from Request for Service invoices. Invoices must be submitted within 45 days of the service completion date. Failure to do so will cancel obligation to pay. Any invoices returned to Service Provider because of insufficient documentation must be returned within 60 days of original service date. Failure to do so will cancel obligation to pay. Service Provider must scan and attach signed work tickets to the on-line invoice for all On- Demand Request for Service Work Orders. If a quotation has been authorized, a copy of the signed quotation/authorization should be included in the details of the Work Order. Invoices may be entered individually or through a batch process. Service Provider must include a unique invoice number never used before for a Talbots location and then submit the invoice. Once submitted the invoice goes through an automated quality inspection. The invoice will either be automatically submitted electronically or challenged on the spot. If challenged the Service Provider must correct the invoicing error, i.e. attach supporting documents or adjust price below DNE before submitting again. Payment terms for all invoices will be 2%/Net 10 days or Net 45 days. Note: Failure to include any of these elements could result in delayed payment. In order to expedite the invoice audit and payment process, the Service Provider must include all required elements. Payments FacilitySource will submit invoices to Talbots where they will be processed and payments made as appropriate. Once FS exports the invoice to Talbots, the status of the invoice in FS will be marked WCR Waiting Check Request. Talbots issues payment 2%/Net 10 days or Net 45 days from the date of receipt of a correctly submitted invoice. Payment discounts for expedited payments, as well as other terms and conditions, are available. Talbots will consolidate payments along with a list of invoices being paid. Once Talbots issues payment, a writeback/payment file will be imported into fmpilot and the check date and number will be noted on the invoice tab and the work order will be marked COMP Complete. Service Response Parameters Normal and Emergency Response Parameters vary according to location needs and the trade performing service. In order to manage each Request for Service, an Estimated Time of Arrival (ETA) has been pre-set by Talbots. Service Providers will be expected to follow the Work Order acceptance/rejection guidelines of sections and

13 Response Parameter Guidelines (Normal and Emergency calls) Priority Arrival/Response Resolution/Plan in Place (from initiation of call) P1 1 hour 1 day P2 2 hours 1 day P4 4 hours 1 day P8 8 hours 2 days P24 24 hours 2 days P48 48 hours 4 days P hours 7 days P hours 14 days AH After hours 2 days PS Scheduled Scheduled NDT Next day by 2PM Next day by 2PM Emergency Requests for Service (After Hours and Weekends) Emergency Requests for Service placed outside the Service Provider s regular business hours will be dispatched immediately via the method of the service Provider s choice. FacilitySource will contact the Service Provider s emergency after hour s answering service. This will allow them to dispatch a technician per the Service Provider s normal after hour s procedure. FacilitySource will also all Requests for Service

14 Other Key Items Remote Diagnostics There may be situations in which the primary Service Provider on a particular problem is a Remote Diagnostic Company. In these situations, the company will be responsible for dialing up the remote system and diagnosing and troubleshooting the problem. If the remote company is able to resolve the problem remotely, the remote Service Technician will follow the close out procedures. If the remote Service Technician is unable to resolve the problem remotely within 30 minutes, they should call the FacilitySource call center and request a secondary provider be assigned to resolve the issue. Parts and Supplies Parts ordering is the responsibility of the Service Provider. If help is needed securing parts or you need a current parts list, contact the appropriate Talbots Maintenance Coordinator. Service Provider must contact FacilitySource and request Carpet or Wood Flooring materials. FacilitySource will contact Talbots Procurement (Owner Furnished Items OFI) group who will ship these materials directly to the Service Provider for installation. TLB provides Items below: Carpet, Wood Flooring, HVAC Units, Light Fixtures/related lamps, Merchandise Fixtures(floor & perimeter), Stockroom rolling shelving, Signage, Awnings, Front Doors, All Hardware, and Tile Internet Capability To log onto the fmpilot2 Web Site you will need Internet Explorer version 6 or 7 with a Windows platform. Please be aware that Mozilla-Firefox and Macintosh computers are not compatible with fmpilot

15 Insurance Requirements Contractor agrees to maintain in effect at all relevant times and during the performance of the Agreement all the insurance specified below with insurers having have an A.M. Best rating of A-X or better and under forms of policy satisfactory to Talbots, Inc.: Commercial General Liability Insurance with at least $1,000,000 Combined Single Limit Bodily Injury and Property Damage Limits including Products/Completed Operations written on an Occurrence basis and on a 'per project' Aggregate basis. Talbots, Inc. will be notified immediately if and when fifty percent (50%) of any aggregate limit is eroded; Owned, Non-Owned and Hired Automobile Liability Insurance with at least $1,000,000 Combined Single Limit Bodily Injury and Damage Limits; Full statutory coverage for Workers' Compensation and Employers Liability with limits of at least $500,000 and Disability Insurance for all its employees as required by law. These policies will contain waivers of the insurer's subrogation rights against Talbots where permitted by law. Excess Liability coverage with limits of at least $1,000,000. The Talbots, Inc., its officers, directors, employees, representatives, subsidiaries and affiliated companies shall be named as an "Additional Insured" under Commercial General Liability, Automobile Liability and Employers' Liability Insurance shown in paragraph "a" "b" "c" and f above. All Commercial General, Employers' and Auto Liability and Property policies maintained by contractor shall be written as primary policies, not contributing with and not supplemental to coverage The Talbots, Inc. may carry. Certificates of insurance evidencing all these coverage s and providing The Talbots, Inc. with thirty (30) days written notice of cancellation, intent to non-renew, or adverse material change shall be provided to The Talbots, Inc. upon execution of this Agreement and at least ten (10) days prior to the expiration of the term of each policy. None of the requirements contained herein as to types, limits and approval of insurance coverage to be maintained by contractor is intended to and shall not in any manner limit or qualify the liabilities and obligations assumed by contractor under this Agreement. All Subcontractors used by contractor during the rendering of services to The Talbots, Inc. will be required to comply with the insurance requirements and limits specified above

16 Sample Talbots Certificate of Insurance

17 Service Provider Score Card Criteria All Service Providers will be graded based on the criteria below:

18 Talbots Service Provider Sign-off Sheet Please provide Request for Service (RFS) and additional contact information below: Type of Contact Name Phone# After Hours Emergency RFS Non-Emergency RFS fmpilot2 Account Set Up Accounting Quote Department RFS Status updates I have read and understand the Talbots Solution Manual for Service Providers, and I will abide by the processes, procedures, and rules contained within. Signed: Title: Company Name: Date:

19 IVR Call Tree Main Menu

20 Advanced Mode

21 Check Out