Darden Repair & Maintenance Center Manual for Success

Transcription

1 Darden Repair & Maintenance Center Manual for Success Nourishing and delighting our Restaurant Managers, now and for generations

2 What is the Darden Repair & Maintenance Center? The Darden Repair & Maintenance Center (DRM) is a one-stop shop that allows Darden Restaurant Managers to call one toll-free number to report all deficiencies in their restaurants. The phones are answered by the DRM CSRs (Customer Service Representatives) who notate all information. The restaurant can also electronically send their request to the DRM. Once the information is in the DRM system, the vendor is contacted and presented with the issue as well as the Priority. P2 = 2 hours, P4 = 4 hours, P8 = 8 hours, P24 = 24 hours So, P2 is our emergency call. The vendor is expected to be in the restaurant to address the issue within two hours from acceptance of the work request. Once the technician has reached the restaurant, he is expected to use the restaurant s phone to activate the Repair & Maintenance Center s IVR (Integrated Voice Response) system. The technician must IVR In by inputting your company s User ID and Password via restaurant phone. (In the Restaurant manager s office, a hard hat icon will appear on their computer screen to indicate that you are there their issues are being addressed). Once that has been completed, the technician begins service. Once service is complete, the technician must IVR out by inputting the code again. How will you be paid? Your company is expected to input billing 10 days from the date of service. The restaurant manager will then approve the invoice and it will be immediately routed to Darden s accounting department, for prompt payment. Darden Repair & Maintenance Center

3 Why are you using the Darden Repair & Maintenance Center? Your company is included in the Darden Repair & Maintenance Center due to the valued service you have provided Darden in the past. Darden has chosen to transform the way it approaches R&M by creating a central data base in order to collect information about our restaurants to help us make better decisions going forward. We appreciate your support of the Darden Repair & Maintenance Center! How do we determine Success? We have a few ways to determine success. Paramount is feedback from your customers, our Restaurant Managers. We have designed a Vendor Scorecard for each company, which you will receive monthly to determine how well your company is meeting Darden s expectations. The Success Criteria are as follows: Operator Feedback Time to accept work order Estimated Time of Arrival (ETA - P2, P4, P24 ) Integrated Voice Response (IVR) Invoice submitted within 10 days If you want to succeed in business, avoid business as usual. 3

4 Table of Contents Service Provider Standards and Practices... 5 General Standards... 5 Performance Standards... 5 Quotation Standards... 6 Quote Submission Criteria... 6 Repair & Maintenance Center Process Overview... 7 Request for Service... 7 Service Provider Notification... 7 Service Provider Response... 8 Use of IVR (Integrated Voice Response) system... 8 Preventative Maintenance (HVAC PM Providers)... 9 Service Technician Activity (RFS or Preventative Maintenance)... 9 Invoices... 9 Invoicing Standards... 9 Invoice Criteria Payment Service Parameters Response Parameter Guidelines (Normal and Emergency calls) Other Items Remote Diagnostics Parts / Supplies Reference Materials Glossary of Terms Darden Repair and Maintenance Center Vendor Scorecard IVR Call Tree Advanced Mode Check Out

5 Service Provider Standards and Practices General Standards a. Service Providers will comply with all terms and conditions of service agreements. b. All Service Providers will adhere to all OSHA guidelines. OSHA reports must be made available to (Darden and Repair & Maintenance Center) or the Restaurant serviced upon request. c. All Service Providers will carry insurance levels at the Darden specifications, or obtain written approval from Darden on any deviations from the specifications. d. Service Providers must conduct a background check review of all subcontractors. e. All technicians representing the Service Provider must carry company identification and / or wear a uniform of the Service Provider. f. All repair parts installed by the Service Provider must meet UL standards or equivalent. g. Service Providers must have licensed technicians on staff where required by law. h. All products and liquids identified as toxic and/or hazardous are to be removed from the restaurant upon completion of work and must be disposed of per federal, state, and local guidelines. i. Smoking, chewing tobacco, using alcohol or drugs, sleeping, verbal or physical abuse or other objectionable behavior at the restaurant s Restaurants is strictly prohibited. Performance Standards a. All Service Providers must have the capability of receiving Requests for Service (RFS) by , fax or text pager and dispatching technicians 24 hours a day, and seven (7) days per week. b. After hours calls must be answered by an employee of your company. If the call goes to voic that call must be returned to the Repair & Maintenance Center within 15 minutes. c. All technicians must sign in and out with the restaurant. d. All technicians must use the Darden Repair & Maintenance Center IVR (Integrated Voice Response) system to record their visits to the restaurants. Upon arrival and departure from the restaurant the Service Provider must call the DRM using the restaurant s phone to IVR. e. For all HVAC emergency calls, technicians must arrive at the restaurant within 5

6 TWO (2) hours of receiving the RFS. It is the Service Provider s responsibility to notify Repair & Maintenance Center any time there is a problem with meeting this criteria. f. All services/repairs must conform to all local, state, and federal codes. g. All issues that involve possible loss of sales, or issues that prevent you from performing the work requested must be reported to the Repair & Maintenance Center immediately. h. Warranty on parts and labor is a minimum of 90 days. i. All Service Providers must achieve a Customer Satisfaction score of 90% or better. Quotation Standards Restaurants will have a DNE (do not exceed) amount not to exceed the pre-determined amount specified in the work order. a. All work up to the DNE is pre-approved for non-emergency RFS. b. Any work exceeding this limit must be quoted and approved prior to work being done. Written quotations must be delivered by the end of the next business day. All quoted work must be submitted using fmpilot. Note: if the technician is on site and has the available parts/tools, to avoid a repeat visit the technician can request a DNE increase from the Restaurant Manager. If the Restaurant Manager determines a need for a DNE increase, the manager will approve and note the increase amount on the work order. The manager will then sign the work order to signify approval of the DNE increase. It will then be the service provider s responsibility to scan and upload this document into the work order. This must be done prior to invoicing. Quote Submission Criteria All quotes must be submitted within the fmpilot system. Full detail of parts, labor and a complete description of work is required. Additional detail, such as pictures, should be added for additional clarification. Darden Directors of Operations and/or Facility Managers will review and approve quotes above the GM s approval level. If the Service Provider does not receive communication from Darden within the allotted time frame, the Service Provider should contact the Repair & Maintenance Center directly to ensure that the quote submission was received. Creating notes of such contact within the quote is highly encouraged. If the repair is of an urgent nature, please the quote information and call the Repair & Maintenance Center immediately thereafter so a prompt decision can be reached. 6

7 Repair & Maintenance Center Process Overview Request for Service The Restaurant will be using the Darden Repair & Maintenance Center to handle all of their service needs. All RFS (Request for Service) need to be placed directly to the Repair & Maintenance Center. The Restaurant should not contact a Service Provider directly. If a Restaurant contacts you directly about an RFS, please direct the Restaurant to call the Darden Repair & Maintenance Center. This is critical for correct billing and timely payment. A detailed description of the RFS is entered into the system by a Repair & Maintenance Center representative. The system will then notify the Service Provider that there is a service request at a particular restaurant. The Service Provider will be contacted via phone, , or text message-pager. After hours, a Service Provider must call the Repair & Maintenance Center to ACCEPT or REJECT an RFS (or use the fmpilot portal to accept or reject). If you are not able to address the RFS within resolution time frames established in this manual, then the Repair & Maintenance Center must be contacted immediately. If the RFS 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 is an option, the Service Provider should call the restaurant directly using the number on the RFS notification. If the problem is solved over the phone, the Service Provider can use the system or call the Repair & Maintenance Center and close-out (zero invoice) the RFS. If the Service Provider closes out a call with a zero invoice it is important explain the resolution. The Service Provider may wish to Set/Reset the Estimated Time of Arrival (ETA).The decision to change the ETA should be agreed upon by the Repair & Maintenance Center, the restaurant, and the Service Provider. If an on-site visit is necessary, the Service Provider will be required to check-in with the restaurant and the Repair & Maintenance Center via the IVR system upon arrival at the restaurant. After service has been completed, the Service Provider will be required to check-out with the restaurant, and the Repair & Maintenance Center via the IVR system. *Failure to check-out from the restaurant may result in a delay of payment. The following sections detail the specific points in the process and the instructions for using the Darden Repair & Maintenance Center system and IVR system. Service Provider Notification The Repair & Maintenance Center System will automatically notify the Service Provider based on the restaurant and Service Provider information in the Repair & Maintenance Center Data Base. The Service Provider will be notified using their primary 7

8 communication method (phone, , fax, or text message-pager). It is imperative that Repair & Maintenance Center receives the correct information regarding communication for each Service Provider. This will help to create a seamless process in which the appropriate Service Provider is notified in a timely manner. NOTE: Repair & Maintenance Center can notify a Service Provider by , pager, and fax or via phone. Please let us know which is preferable during non-business hours. Service Provider Response When you receive an RFS from the Repair & Maintenance Center, the first step is to determine if you are able to service the restaurant. If you are unable to fulfill the service request, please reject the RFS and immediately inform the Repair & Maintenance Center so that an alternate Service Provider can be selected in a timely manner to meet the restaurant's needs. Rejecting an RFS means that you will be removed from activity for that RFS and an alternate provider will be dispatched. Use of IVR (Integrated Voice Response) system Each Service Provider will be assigned a PIN number for security reasons. The PIN is needed to log onto the IVR system. PIN numbers and WEB numbers must be entered without any special keys, such as the pound sign, the asterisk sign, or a dash mark (#, *, -). ** Please refer to appendix for a full sample of IVR call tree. ** Accepting Service Request You may accept a RFS by selecting the accept button at the bottom the of the work order in fmpilot or dial into the designated Darden IVR number at When prompted, enter your PIN number and work order number which is usually a 5 digit number. Each work request will be given a unique number this is found on the work order. At the voice prompt, enter the work order number. For example WEB # will be entered as You will be asked to accept or reject the work order. If the work order is accepted, then enter your estimated time of arrival (ETA). All ETA s are entered as a six-digit number, for example would be for February 14, The ETA time will be entered in two digits, such as 01 for 1:00 and the prompt will ask if this time is AM or PM. The IVR attendant will state that the work order status will now change to In Progress. 8

9 Rejecting Service Request or change ETA You may reject a RFS by selecting the reject button at the bottom the of the work order in fmpilot or dial into the designated Darden IVR number at Preventative Maintenance (HVAC PM Providers) On the first of each appropriate month, all scheduled maintenance work orders will be loaded into the system by the Repair & Maintenance Center. Each RFS will have a scheduled ETA. It is the Service Providers responsibility to ensure the RFS is completed and invoiced within the specified time frame on the work order. Service Technician Activity (RFS or Preventative Maintenance) The Service Provider should arrive at the restaurant at or before the agreed upon ETA. Upon arrival, the service technician should immediately check-in with the restaurant s manager and the Repair & Maintenance Center using the IVR system. The voice prompt system will ask you to enter the pin number, the work order number and the number of technicians on site. Once the work is completed, use the IVR system to check out. The status will be changed to Pending Service Provider Invoice. ** Please refer to appendix for a full sample of IVR call tree. ** If you are unable to complete the work during the initial visit, there are additional options to indicate the status of the work. For example, if the work exceeds the DNE threshold or if additional parts are needed, you may indicate this in the IVR process. The status will be changed accordingly to either Pending Quote, Waiting on Materials, or Follow-up. Invoices Invoicing Standards a. All invoices must be itemized by material, parts, trip charge, and labor. b. Preventative Maintenance (PM) is to be invoiced separately from repair. c. Invoices must be submitted within 10 days of service completion date. Failure to do so may result in non-payment. d. Any invoices returned to Service Provider because of insufficient documentation must be updated or revised with additional information within 60 days of original service date. If a quotation has been authorized, a copy of the signed quotation / authorization must be included into the details of the work order. e. Payment terms for all invoices will be Net 30 days. 9

10 Invoice Criteria Invoices must be submitted within 10 days of service completion date. Using the Repair & Maintenance Center software templates, you may enter individual invoices or enter them in groups by batch invoicing. Complete all relevant information, then scan and attach the work tickets to the work order. The Service Provider must include their invoice number (which must be a unique number never used before for Darden) and then submit the invoice. Once the invoice goes through quality inspections, the invoice will be submitted electronically. If the invoice appears to be incorrect or incomplete the Repair & Maintenance Center will contact the Provider to request that appropriated changes be made. Payment Darden issues payment 30 days from date of receipt of a correctly submitted invoice. Darden may consolidate multiple invoices into one payment listing invoice detail. Service Parameters Determination of what constitutes a normal response versus an emergency response varies according to each service request. In order to manage each RFS, an Estimated Time of Arrival (ETA) has been pre-set by Darden. Service Providers will be expected to follow the guidelines in chart below. Response Parameter Guidelines (Normal and Emergency calls) Priority Arrival/Response Resolution/Plan in Place (From initiation of call) P2 2 hours 1 day P4 4 hours 1 day P8 8 hours 1 day P24 24 hours 1 day P48 48 hours 2 days AH After Hours 2 days PM Scheduled Scheduled Emergency Response Parameters (After Hours and Weekends) The Repair & Maintenance Center will contact your emergency after hour s answering service and all requests for service. This will allow them to dispatch a technician per your normal after hour s procedure. The Repair & Maintenance Center will also e- mail all Requests for Service. 10

11 Other 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 Service Provider will be responsible for calling the remote system, diagnosing and troubleshooting the problem. If the Service Provider is able to resolve the problem remotely, the technician will follow the close out procedures. If the remote Service Technician is unable to resolve the problem within 30 minutes, they should call the Repair & Maintenance Center and request a secondary provider be assigned to resolve the issue. Parts / Supplies Parts ordering are the responsibility of the Service Provider. If help is needed securing parts or a current parts list is needed, contact the Repair & Maintenance Center they will coordinate with Darden. Reference Materials Glossary of Terms Secondary Service Provider - This is the Service Provider chosen after the primary Service has declined an RFS. Tertiary Service Provider - This is the Service Provider chosen after the secondary Service has declined an RFS. Check-in - This is the first activity that the Service Provider s technician should perform upon arrival at the restaurant. Check-out - This is the last activity that the Service Provider s technician should do before leaving a restaurant. The work order number is required to check-out. Restaurant - This is the entity to which services are provided both by Repair & Maintenance Center and the Service Provider. The restaurant places RFS s and works with the Repair & Maintenance Center to develop the comprehensive maintenance program involving the Service Providers. Close-out - This activity is performed if a Service Provider has provided a solution to the restaurant for a RFS over the phone. If the solution is acceptable, close out the call by using the Repair & Maintenance Center s IVR system. 11

12 Darden Repair & Maintenance Center (DRM) - This is the central hub for all Customer Service Representatives working for the Repair & Maintenance Center. The DRM handles all components of the Repair & Maintenance Center transactions. Customer Service Representative (CSR) - Repair & Maintenance Center employees are responsible for all first line contact with the restaurant. They are also the liaison between the vendor and the restaurant. Estimated Time of Arrival (ETA) - A pre-set range of time in which the Service Provider must check-in at a restaurant on a particular RFS. This time can be reset based on a discussion between the Service Provider and the restaurant. The date and time entered into Repair & Maintenance Center system by the Service Provider indicates the planned arrival time at the restaurant. Repair & Maintenance Center Integrated Voice Response System (IVR) - The IVR system is utilized by Service Providers to facilitate service transactions. It is important that this is done from the restaurant s phone. Managed Equipment and Trades -The repair types and services that are included in the Darden Repair & Maintenance Center program. Only those services that apply to managed equipment and trades will go through Repair & Maintenance Center. Notification -The necessary communication between the Repair & Maintenance Center and the restaurants and/or Service Providers. Actions taken within the Repair & Maintenance Center may lead to notifications to the appropriate parties. An example of a notification is when a CSR receives a service request from the restaurant and a RFS is generated. The RFS notification is directed to the Service Provider to inform them of the details of the request. Do Not Exceed (DNE) Limit -A monetary limit that the Service Provider is not allowed exceed on any single RFS without the proper authorization. Other Resolution -This is a secondary action taken by a Service Provider. These actions include close-out, quote, materials needed or follow up visit. Quote -This is an estimate of cost for a particular RFS including parts and labor. Quotes may be submitted on-line through the Darden Repair & Maintenance Center. Reject - A Service Provider activity used if the Service Provider cannot service a particular RFS. If a Service Provider rejects a RFS, a Secondary Service Provider is selected to perform the service. Reset ETA - If there is a pre-set ETA on a RFS notification, the Service Provider can reset this time after discussion with the restaurant. The Service Provider assumes ownership of this change and is responsible for restaurant awareness. 12

13 Response Time - This is the time between the initial RFS notification and any second action other than check-in. Second actions include set/reset ETA, reject service and other resolutions. This is a measure of the Service Providers responsiveness to the restaurant s needs. Request for Service (RFS) - The formal transaction consisting of a restaurant service request, a Service Provider notification, Service Provider activity, and invoicing. The life cycle of a RFS is tracked within the Repair & Maintenance Center. Service Request - The repair need at the restaurant that is brought to the attention of the Repair & Maintenance Center CSR. The CSR enters the data into the system, which in turn notifies the Service Provider. Preventative Maintenance - This is the planned maintenance event that is scheduled at a pre-set frequency for a restaurant. Total Labor Hours - This is the combined total hours worked on a RFS. The Service Provider determines the number of hours during check-out and enters it into the Repair & Maintenance Center. Work Order Number - This number is distributed to the Service Provider as part of the RFS data. The work order number (or WEB #) is required for all actions involving the Repair & Maintenance Center. 13

14 Darden Repair and Maintenance Center Vendor Scorecard 14

15 IVR Call Tree 15

16 Advanced Mode 16

17 Check Out 17