Product Stewardship Guide Proper stewardship is a goal Dow AgroSciences shares with Certified Sentricon Specialists. This document contains the elements of the Product Stewardship Standards for the Sentricon System and provides details on the changes that are being implemented in 2013.
Introduction: Product Stewardship Standards for the Sentricon System i Welcome to the new Product Stewardship Program. Proper stewardship is a goal Dow AgroSciences (DAS) shares with Certified Sentricon Specialists (CSS). The intent of this guide is to introduce the stewardship standards to ensure customer satisfaction with both the service you provide as well as with the performance of the Sentricon System. It is our wish to recognize those CSSs who provide quality service to their customers. I would like to share the elements of the Product Stewardship Program and provide details on the changes that are being implemented. Product Stewardship Label Standards Station Spacing: This is a label requirement. The Product Stewardship Report identifies sites with stations that appear to be either too far apart or too close together. 95% of sites with appropriate station spacing will result in passing this element. Service Frequency: This is a label requirement. The Product Stewardship Report identifies sites which appear to be past due and have had too much time between service visits. 90% of sites with service occurring within the appropriate frequency will result in passing this element. Each CSS branch must pass each of the two Product Stewardship Label Standards at least once every 12 months to maintain its status as a Certified Sentricon Specialist. Branches that meet or exceed the Product Stewardship Label Standards will receive a certificate acknowledging their commitment to quality customer service. There are two primary changes to the Product Stewardship Program in 2013. First, the use of handheld scanners for installations will change from being a requirement to a recommendation. The answers to the following questions will help you determine if and how handhelds should be used to meet your needs. Do you manage your business with electronic work orders or paper orders? Do you provide site reports as a part of your customer communications? Do you use the Incomplete Site Inspection Report as part of your internal quality control program? If you choose not to use handheld scanners, maintaining a record of the number of stations used to protect each structure will continue to be a requirement. (See Appendix on page 7) Second, the Product Stewardship information is now included as part of the business data in your monthly data transmission. You will no longer need to print and fax a summary report to Dow AgroSciences; however, we recommend you review your Product Stewardship Summary Report on a monthly basis to help you monitor your performance. To assist with monitoring your progress, we will communicate with branches who are not meeting the Product Stewardship Label Standards throughout the year. Details on the Product Stewardship Program can be found in the instructions that are included within this guide. Please contact your Dow AgroSciences sales representative if you have questions or need assistance. We are proud of the excellence you will achieve through the Product Stewardship Program, and we would encourage you to communicate your achievement to your current and future customers. Thank you again for your continued business and support of the Sentricon System. Regards, Jill Zeller Sentricon Product Manager
Table of Contents ii Product Stewardship Report...1-3 Handheld Device Decision...4-5 Customer Service Resources... 6 Appendix A: Manual Completion of Work Order... 7-9 Appendix B: Adding Stations Manually... 10-14
Product Stewardship Reports 1 Note The Product Stewardship information is now included as part of the business data in your monthly transmission. You will no longer need to print and FAX a summary report to Dow AgroSciences. However, we recommend you review your Product Stewardship Report on a monthly basis to monitor your status. Instructions The following steps will guide you through viewing the report and the actual site detail if you are out of compliance and need to monitor a site, change the station spacing or complete a work order. 1. Open ServSuite 2. Choose Reports 3. Select Sentricon as the Report Category 4. Select Report #3 (PSR) Product Stewardship Review Summary Report 5. After opening the report, select the branch then choose Open Report to view detail
Product Stewardship Reports 2 Example Product Stewardship Summary Report
Product Stewardship Reports 3 Each of the detail reports within the summary can be accessed and run from the Reports screen. The individual report will show the site detail of any location that may need to be monitored, station spacing that needs to be reviewed, work orders that need to be completed, etc. The example below shows all of the PSR reports individually. Choose the report for which you want to see the detail, and then follow the steps to open the report.
Handheld Device Decision Considerations 4 START Do you want to use the Sentricon Site Station Report as part of your customer communications and/ or the Sentricon Incomplete Site Inspection Report as part of your quality control process? Yes Handheld Recommendation The best way to capture and report the data for these reports is through the use of a handheld device. Automated Steps: 1. Use a handheld to capture and record work order information and station data. 2. Upload handheld information into pest management software. Options No Do you want to complete work orders in the field on the handheld? Yes Handheld Recommendation Use a handheld device for work order completion only. Automated Steps: 1. Use handheld to capture and record work order information. 2. Upload handheld information into pest management software. Options No Handheld Recommendation Paper Steps: Use Paper Work Orders A handheld device isn t needed to meet your quality control, customer communication or work order processing needs. 1. Print and distribute Paper Work Order. 2. Field tech will manually record work order and/or station status on the printed work order. 3. Paperwork submitted to office for entry into pest management software. Options
Handheld Device Decision Considerations 5 Sentricon Device Configuration Recommendation Product Install Monitor Sentricon ESP Sentricon Always Active Scan each Top Cap with handheld and complete work order on handheld at end of service visit Scan each station with handheld attached to Interrogator. Complete work order on handheld at end of service visit Scan each LID Top Cap with handheld attached to Interrogator. Complete work order on handheld at end of service visit. Scan each Top Cap with handheld and complete work order on handheld at end of service visit. Device Configuration Recommendation Product Install Monitor Scan each Top Cap with handheld and select appropriate status for each station. Complete work order on handheld at end of service visit Scan each station with handheld attached to Interrogator. Complete work order on handheld at end of service visit. Scan each station with handheld attached to Interrogator and select appropriate status for each station. Complete work order on handheld at end of service visit. Scan each Top Cap with handheld and select appropriate status for each station. Complete work order on handheld at end of service visit. Use Interrogator or Locator to locate the station. Scan each Top Cap with handheld and select appropriate status for each station. Complete work order at end of service visit. Sentricon Sentricon ESP Complete work order on handheld at end of service visit. Complete work order on handheld at end of service visit. Complete work order on handheld at end of service visit. Use I6 Interrogator to find station and provide station status. Complete work order on handheld at end of service visit. Sentricon Always Active Complete work order on handheld at end of service visit. Complete work order on handheld at end of service visit. Use Interrogator or Locator to locate the station. Complete work order on handheld at end of service visit. Device Configuration Recommendation Product Install Monitor Sentricon Sentricon ESP Technician records appropriate information on paper work order for entry and completion of the Sentricon service set-up. Technician records appropriate information on paper work order for entry and completion of the Sentricon service set-up. Technician records appropriate information on paper work order for entry and completion of the Sentricon service set-up. Use I6 Interrogator to find station and provide station status. Technician records appropriate information on paper work order for entry and completion of the Sentricon service set-up. Sentricon Always Active Technician records appropriate information on paper work order for entry and completion of the Sentricon service set-up. Technician records appropriate information on paper work order for entry and completion of the Sentricon service set-up. Use Interrogator or Locator to locate station. Technician records appropriate information on paper work order for entry and completion of the Sentricon service set-up.
Customer Service Resources 6 We re always here to answer your Sentricon System questions. Feel free to contact your Dow AgroSciences representative, call our toll-free Customer Service line 800.888.5511 or visit us at www.aoresourcecenter.com. Option 1: Option 2: Option 3: Option 4: Option 5: Option 6: Option 7: Option 8: Option 9: Customer Service Toll-Free Line 800.888.5511 Location Equipment Billing or Easy Pay Questions Component Ordering Sentricon University Assistance Literature Requests & Product Questions My Account @ Dow Website Assistance Data & Transmission Questions Les Johnson, Sentricon Sales Representative All Other Inquiries
Appendix A: Manual Completion of Work Order 7 Create an account in ServSuite and add the Sentricon Program The install work order will need to be completed manually since a handheld is not being used The number of stations will be added manually The bait detail entry is optional For all instructions, please see corresponding pages 1. To complete the install manually, choose to Print the work order (the order does not physically print).
Appendix A: Manual Completion of Work Order 8 2. Completing the Install Click the blue Activity button, then select Work Orders On the next screen choose Complete Note: If you do not see a work order to complete, it could be that your date range is not broad enough to include the date of this work order. Adjust by changing the date.
Appendix A: Manual Completion of Work Order 9 3. The work order will open up as shown below. Verify Completed Date is the correct date of install. Change if necessary. Under EMP in your drop down box, select the correct technician. Then select Save. Note: If you get an error that you are not in the right account batch or period, you will need to adjust the batch information as shown at the top of this page. This install will now be listed in Report to Dow and will be communicated to Dow AgroSciences for invoicing purposes on next month s bill.
Appendix B: Adding Stations Manually 10 If you have chosen not to use a handheld device for Sentricon installs, you will be required to document the number of stations placed on a site manually. 1. Open the Sentricon Program and select the Station Listing tab.
Appendix B: Adding Stations Manually 11 2. Select Add New Station 3. The station box will appear as shown below 4. Select Station Type, Mode and all other fields that apply 5. Add the total number of stations on the site 6. Choose Add Station IMPORTANT NOTE: Make certain the number of stations is recorded accurately as this value does feed specific reports for Product Stewardship Reporting.
Appendix B: Adding Stations Manually 12 Note: If you have selected Bait as the Mode, then you will need to click on the Bait button to choose the type of bait installed on the site before choosing to add a station.
Appendix B: Adding Stations Manually 13 Note: Select each drop down box to determine values within the fields. You may type a generic barcode or enter the specific barcode if the technician has documented the information. Choose Add Bait, and your selections will be used for each Sentricon station.
Appendix B: Adding Stations Manually 14 The station listing will now be populated as in the example below. This page will have the same look and features that you currently see with scanned stations. IMPORTANT NOTE: Be sure to record the accurate station number as the software only allows you to make stations inactive. It does not allow you to delete stations.
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