Service Tracking System Overview

This Help File Page was last Modified on 01/10/2014

Service Tracking System Overview

This Help File Page was last Modified on 01/10/2014

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Service Tracking System Overview

This Help File Page was last Modified on 01/10/2014

Previous topic Next topic  
Subscribers - there would be no need for a Service Tracking System without Subscribers.
Whether you have started using MKMS for Monitoring or to better manage the Company's Accounts Receivable, most likely you have already entered your basic Subscriber data (see the Subscriber Information chapter in the Accounts Receivable System section and/or the Subscriber Entries chapter in the Central Station Monitoring section of these Help Files for more information about entering Subscribers).
In either case, to fully benefit from the power and versatility of this Service Tracking System, some additional Service Information must to be provided to MKMS which includes:
Employees (and their Security Access Rights) who will actually use the Service Tracking System must be identified, as well as the Technicians and their Security Access Rights, Technician Skills and Work Schedule,
Service Tracking Maintenance Codes and Rules must be created,
Service Information including a Service ID, any Service Contract to which each Account has subscribed, their Sale and Warranty Expiration Dates, etc. must be defined.
The outline below lists each step that needs to be completed in order to fully realize the power of the tools, processes, and reports available in the Service Tracking System.
The items listed below which are marked with an asterisk (Ü) must be completed before you can start using the Service Tracking System.
The Links to those chapters - which explain the functionality and reporting capabilities that are available in this Service Tracking System - are also provided.


Note: Within these Help Files, the terms "Work Order" and "Service Request" mean the same thing and so either may be used to reference a record of (or the printed document stating) what task(s) are to be performed at a Subscriber's premises - whether requested by the Subscribers themselves, or created by the system as part of an automatic Work Order (i.e., Service Request) creation process.


A. Service Tracking Maintenance Entries
1.Service Options - Ü Defines Work Order formats, completion information, legal phrases and certain Appointment Status color codes and descriptions, and the default Appointment Description - must be defined as the first step in using your Service Tracking System.



User Options - Service Options


2.Installed Equipment Codes - Ü Enter the codes that identify the major components that are generally installed.


Installed Equipment Form that uses the Installed Equipment Codes defined here


3.Service Tracking Items - Provides a menu with options for entering and using critical service related information and processes.



Service Tracking Items menu options


a.Quick Work Orders - Provides a simplified Work Order entry dialog (available from the Service Tracking Menu).
b.Service Contracts - Ü Requires that you identify the type(s) of Service Contract(s) you offer.
c.Service Types - Ü Requires that you identify the Type(s) of Service(s) you provide.
d.Tech Schedule - Allows you to quickly schedule your Technicians work order assignments for the day (available from the Service Tracking Menu).
e.Technician Groups - Ü Create Technician Groups based on the Technician's Skills, Location, Language, Company Division - or any combination of these and assign each Technician as members of one or more of these.
f.Service Group Maintenance - Allows you to easily assign one or more Subscribers to a Technician Group.
g.Technician Skills - Ü Requires that you identify the Type(s) of Technician Skill(s) that later, you will assign one or more of to each of your Technicians.
i.Technician Skill codes - when  assigned to a Technician - acknowledge competency in the various types of work assignments you encounter.
ii.Service Requests may have Technician Skill Requirements defined based on the complexity of the requested service or installation.
iii.For those Service Requests that have Technician Skill Requirements identified, if a Technician without the appropriate Skills is assigned to the Service Request, the User making that assignment will be alerted.
h.Time Sheet - Allows you to make Time Sheet entries for Service Technicians (available from the Service Tracking Menu).
i.Transfer Service History - Allows you to transfer the Service History from one Subscriber to another.
i.This is used when your current Subscriber vacates a home or business and then a new Subscriber takes over that existing system - thereby preserving that system's maintenance history.
j.Work Order Completion/Review - Allows you to review Work Orders for proper completion and initiate billing, if needed.


B. Subscribers Form - Ü This is where all the basic Subscriber Information is entered and if you have previously used the Accounts Receivable System or the Central Station Monitoring module that basic Service Tracking System address and contact information is already entered.



1.Service Info tab - Ü Used to Activate a Service Account for each of your Subscribers.



Service Information tab


a.To properly complete the Service Tracking System start-up procedures, you may choose either to Activate a Service Account on an "as needed" basis, or as a full data entry project to update all Subscriber's Service Info tab records at once.


C. Employee Form - All of the Employees who will be working as a Technician must be defined.



Employee Form's Personal tab for Technician


1.Personal tab - Ü This is where the Technicians are identified, and if the Commissions Tracking System is being used, each Technicians Commission Base and Point Rates.
2.Security tab - Ü This is used to establish specific function related Access Rights for the Employee.
3.Schedule tab - Ü Enter each Technician's normal Work Schedule in the Schedule tab of the Employees Form.
a.By doing so, when Scheduling Technicians for Service Requests, the system will ensure the selected Technician is actually scheduled to work within the proposed Time Slot and Day.
b.In the Web Tech Service, this Work Schedule information is used to validate whether that Technician should be accessing the Web Tech Service.
4.Skills tab - Ü One or more Technician Skills should be assigned to each Technician using the Employee Form Skills tab on the Employees Form.
5.Rates tab - Ü This must be completed when starting either the Service Tracking System or the Inventory Tracking & Job Costing System modules.
The Employee must be assigned the Type of Technician (or All) before the Rates tab can be accessed.
6.Coverage Areas tab - Ü This identifies one or more Regional Work Order Coverage Areas based on specified Zip Codes where this Technician is generally assigned and so will make it is easier for the Service Manager (or Scheduler) to make Service Request assignments.
7.Optionally, the Tech/Sale Module tab - This information is entered as part of the preparation required for using the Web Tech Service.


D. Service menu on Subscribers Form



Service Quick Access Menu


1.Auto Service defines how often, and what will be provided, with your regularly scheduled routine maintenance.
a.If you are marketing Service Contracts, or simply want to be assured that you are providing the proper level of service to your Subscribers, you will need to periodically provide routine inspection and testing services.
b.The Auto Service Form identifies this information.
2.Service Request - Used to enter a Request for Service, by creating a Work Order that may then be Scheduled for a Technician.
3.Service Information tab - For the entry of basic service related information such as the original sale date, warranty expiration date, general system comments, what type of service contract is in effect (if they have one), directions to their premises, and internal notes and/or comments about the Account.


E. General menu on Subscribers Form
1.Equipment - Provides a Form to enter detailed, item by item, descriptions of the Subscriber's installation
2.Monitoring - Provides a Form to enter detailed, zone by zone, Protection and Zoning information for the Subscriber's installation
3.Insurance - Provides a place to record the Subscriber's coverage and Insurance Agent and Carrier information, and for the production of an Alarm Certificate.


F. Service Tracking Menu



     Service Tracking Menu


1.Auto Service to Run Automatic Service - Automatically creates Work Orders for your (Auto Service) recurring service requirements.
2.Tech Schedule - Provides a Form to make, edit and delete Work Order (and other types of) Appointments with Subscribers, assign Technicians to those Work Orders (previously created Service Requests), and print a Technician's Work Schedule.
3.Tech Status - Presents a Form with each Technician listed (you may remove some) indicating their current commitment.
4.Search W.O. (Work Order) - A Fast Work Order Search that allows you to enter a Work Order Number and instantly view the full Service Request information.
5.Quick Work Order - Provides a fast, and simplified entry method for creating a Work Order.
6.Transfer Service - Allows the Service History of an installation to be transferred to another Subscriber to accommodate saving that history when a Subscriber abandons their system and another Subscriber reactivates it.
7.Time Sheet - Allows for a Time Entry to an Employee's Time Sheet. These entries may later be printed as a Time Sheet Report.


G. Service Tracking Reports - Information is the lifeblood of a complex business.  Clearly reporting that information - in a context that is usable, helpful from both the service department and marketing oriented view - is critical to achieving better management and higher profits.  Each report outlined below will be explained in that dual-context.



  Service Tracking Reports Menu


1.Determine Excessive Services - Based on parameters you define, the report lists those Subscribers who have had an excessive number of Service Calls in a specified time period.  This is extremely useful information when contemplating the sale or renewal of a Service Contract.
2.Eligible for Service Contract - This report may include only those Subscribers whose Warranty is about to expire, or all Subscribers without an extended Warranty/Service Agreement.
3.No Service Since - Lists all Subscribers, or only those with an extended Warranty/Service Agreement, that have had No Service Since a date you specify (usually one year ago).  You may also specify a specific Service Type and whether to print the List or print Mailing Labels.
4.Open Service Requests - Lists all Work Orders that have been entered but not yet Completed.
5.Recurring Service Preview - Allows you to preview the Service Requests that will be generated for a specific month based on the Auto Service information you've entered.
6.Service Request Forms - This powerful Work Order printing function will print blank Work Order forms, all Un-Printed Work Orders, all Work Orders for a specific day (or set of days) based on when they were originally requested, or for when they are scheduled, selected for a specific Technician (or all of them), and/or based on type (Regular, Fire Alarm Test, Extinguisher Test, Installation List, or all of these).
7.Services Performed - Listed by Service Type, based on the date range you set, a list of the Work Orders that includes the W.O. #, servicing Technician, Hours used, Charges Invoiced, Subscriber, CSID and optionally, a brief explanation of the work performed.  Sub-Totals include Hours, Charges and Trips, Grand Totals include Hours and Charges.
8.Subscriber Service Labels - Prints labels for upcoming Recurring Services.
9.Subscribers with No Contract - Creates a list of those Subscribers with No Service Agreement, No Monitoring Agreement, or neither a Service or Monitoring Agreement.  In preparation:
a.The types of Service Contracts that you offer must be defined and then the information as to which Subscribers are covered by one of these Service Agreements is entered on the Service tab of the Subscribers Form .
b.Monitoring related Contract Types must also be defined and the information as to which Subscribers are covered by one of these Monitoring Agreements is entered in the Contracts Form
10.Technician Activity - Provides a list of One or All Technician's Service Activity for a specified period based on entries on the Service Request Detail tab of the Service Request Form, and entries made on the Technician Status Form.
11.Technician Performance - Provides a list of One or All Technician's Service Performance for a specified period including Hours worked, Charges billed and sorted by Technician and/or Service Type performed.
12.Time Sheets - Time Sheet Entries are made as they occur and/or soon thereafter.  The Time Sheet report provides a "pay-week" style report for each Technician for your selected dates including hours, Work Orders completed, W.O. # and Daily Totals..
13.Unassigned Service Requests - Before a Work Order can be dispatched, it must be assigned to a Technician. The Outstanding Work Orders that have not been assigned are listed in this report.
14.Work Order Detail - This report will provided a detailed History of Completed Work Orders for the period specified.
15.Work Orders Not Invoiced - This report will list Completed Work Orders for the period specified that have not yet been Invoiced. No Charge services should still be Invoiced but with no Amount specified.


What's Next?
Go to Service Options and then complete the required Service Tracking Maintenance Entries