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CPM queue - milestone is "Fit Arranged" however in Jan customer had full refund/ supplier took back carpet. Fit never went ahead - no invoice/fitter involved. No other products on this FC. Can I go straight to Close Case in Related Actions? 

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CPM queue - milestone is "Fit Arranged" however in Jan customer had full refund/ supplier took back carpet. Fit never went ahead - no invoice/fitter involved. No other products on this FC. Can I go straight to Close Case in Related Actions? 

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CPM - pay incoice - I can't move milestone to Invoice added - the fit report isn't here. Should i add blank doc to move it to invoice adding? or leave this milestone? 

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CPM - pay incoice - I can't move milestone to Invoice added - the fit report isn't here. Should i add blank doc to move it to invoice adding? or leave this milestone? 

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As long as it's been a few days since the fit, then yes Blank Document and move the milestone. If it's only been a day or 2 since the fit I would leave it for a bit longer to be on the safe side.

only 20th - I'll leave in for now. thank you

Just leave a note to say why you've left it :)

Will do

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FC - Check fitters invoice received. If the jobs cancelled/ issues customer cancelled and refunded. But fitter had 1x cancellation charge. I found on Additional Charges Record - box ticked - invoice received. Unable to find invoice recorded in CPM or WRC notepad. Would we not be able to close this? As customer fully refunded - just can't find the invoice number 

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FC - Check fitters invoice received. If the jobs cancelled/ issues customer cancelled and refunded. But fitter had 1x cancellation charge. I found on Additional Charges Record - box ticked - invoice received. Unable to find invoice recorded in CPM or WRC notepad. Would we not be able to close this? As customer fully refunded - just can't find the invoice number 

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If we aren't expecting an invoice in for the work then I would close it. You could use 'CUSTOMER CANCELLED' as the invoice number to move the case along, as we aren't expecting an invoice for the work to come in, no point it being open!

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When checking checking CPM queue for FC invoice received - If I go to check the WRC CR it doesn't work - is it because its archived/too old. Should I assume as it's very old and the CPM notes say both fitters invoices paid (5 mths ago) and no Connex cases - to move milestone on?

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When checking checking CPM queue for FC invoice received - If I go to check the WRC CR it doesn't work - is it because its archived/too old. Should I assume as it's very old and the CPM notes say both fitters invoices paid (5 mths ago) and no Connex cases - to move milestone on?

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If the CR is archived and can't be accessed on WRC, you could access the notepad if you load the CR in CSS. This is helpful so you can double check if the invoice was ever noted down.

Thank you

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If fitter comes to us for cancellation charge (within 24 hrs) would we need the fitter to speak to Scheduling as it says on workbook this would be their responsibility 

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If fitter comes to us for cancellation charge (within 24 hrs) would we need the fitter to speak to Scheduling as it says on workbook this would be their responsibility 

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The fitter should really be calling Scheduling if the fit is cancelled. Whether this be if the carpet is damaged, then Scheduling would need to call the customer. If the customer is not in, Scheduling need to rebook. Fitters are generally following this process. If we do get the call than we would need to manage and if it needs to go thrugh to Scheduling, we need to make sure this happens

Great, we used to get some notorious fitters that would come to us instead of the correct dept. I'll make sure correct process is followed

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No, we all have a copy of the Additional Charge Calculator. When we get to the end of this book, we will all make a copy of the calculator and the Additional Charges Record will also be shared

Thanks

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Are there pricing guides for all the different areas we can refer to? Where would we find them?

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Are there pricing guides for all the different areas we can refer to? Where would we find them?

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There are, but these are 2019. We are waiting on Adam Sheppard to provide these for all regions. This should be soon as we know he is working on them at the moment.

Thank you

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If a fitter moves a speciality item when they are not supposed to, do we still pay them for a furniture move?

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If a fitter moves a speciality item when they are not supposed to, do we still pay them for a furniture move?

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If the conversation has been had with DR or AS, the fitter and the customer and it has been agreed for any reason, then yes, but if it has not been authorised and the fitter just does it and adds to their invoice, then no we don't.

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If there's 2 fitters on 1 job and the jobs costing is a full costing, not split, do we wait for both invoices or do we have to split the costing - half and half - then update the correct WRC? 

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If there's 2 fitters on 1 job and the jobs costing is a full costing, not split, do we wait for both invoices or do we have to split the costing - half and half - then update the correct WRC? 

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You would split it at the point of receiving the first invoice, your accruals won't be accurate if you wait for the other invoice to come in to action the worksheet. Much easier and clearer for everyone to split!
thank you

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Please can I ask we still receiving some multiple invoices and is this being reduced down by working with individual fitters and field managers and what actions are being driven to reduce and is there any timescale across  the board for 1 job 1 invoice for this time frame to be completed

Yes, unfortunately it still happens but much less than before. The 'Multiple Invoices' tab on the Daily Stats was created for this specific reason, so it is really important that we are all using all elements of the Daily Stats. The Field Managers all receive the reports created from the Multiple Invoices tab and manage the fitters accordingly. No timescale as such, just as soon as possible!

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Counting Northwest - Costings for Daily Stats - I'll just add the 2 I'm doing as - 1 done yesterday. The crosscatchment one on eta. Havent a clue where its for (not been asked to do it) should that be added to Daily stats? 

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Counting Northwest - Costings for Daily Stats - I'll just add the 2 I'm doing as - 1 done yesterday. The crosscatchment one on eta. Havent a clue where its for (not been asked to do it) should that be added to Daily stats? 

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For the ones you have not been asked to do, they will be added by the person who is doing them. Just add the ones you have done :)
thanks

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costing was sent to fitter yesterday (did prep today) should i still send it again -same costing? completing tomorrow

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costing was sent to fitter yesterday (did prep today) should i still send it again -same costing? completing tomorrow

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Nope, if he's already received the entire costings you don't need to send it again.
okay - I'll move on to the next one. Thank you

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When me and Rob are helping on Costings, we won't have access to the regional inboxes to send emails to fitters. How would we send costings? 

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When me and Rob are helping on Costings, we won't have access to the regional inboxes to send emails to fitters. How would we send costings? 

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Don't worry about it Jenni! You and Rob will use the Finance inbox and CC in the relevant inbox. We were going to tell you later :)
Oh, lovely. thank you :)

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I can't remember how to do costing if fitter if Cross-catchment. They need to be paid in their rates. Will you be able to go through this with me. I think thats also when we need to check pricing for a different fitters area? 

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I can't remember how to do costing if fitter if Cross-catchment. They need to be paid in their rates. Will you be able to go through this with me. I think thats also when we need to check pricing for a different fitters area? 

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This will be covered later in the Sending Costings workbook
Thank you

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I can't find the fit date for the failed fit - not on CPM or fit report- looks like if was yesterday cause fitter called in ? 

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I can't find the fit date for the failed fit - not on CPM or fit report- looks like if was yesterday cause fitter called in ? 

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Have you checked the diary (OFSC)
Trying that but I can't remember how to use the diary
I found it now , thanks

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Daily stats - Rota - do we update our own schedule/hols? Or does Andrea N do this? 

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Daily stats - Rota - do we update our own schedule/hols? Or does Andrea N do this? 

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You would do this yourself

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My milestone is on "Invoice complete" should I just upload the doc/email to "Upload docs" instead? It's successful

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My milestone is on "Invoice complete" should I just upload the doc/email to "Upload docs" instead? It's successful

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Yes that's right. Upload it to docs, but also copy and paste into the CPM notes

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Please use the + button in the right hand corner to ask a question. 

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Please use the + button in the right hand corner to ask a question. 

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When we complete a fit report, the email inbox, do we just drop it into the branch/region and this shows that it's completed? then do we update on daily stats as done? I've forgotten, sorry

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When we complete a fit report, the email inbox, do we just drop it into the branch/region and this shows that it's completed? then do we update on daily stats as done? I've forgotten, sorry

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Yes when you have completed a fit report in the Furnishings.fitreport email box then file it under the correct branch folder.
You would then need to log this on the daily stats.
So on daily stats - say Ipswich has been counted as 2 - and I've done 1, I change it to 1?

There should be nothing on the daily stats until you fill that in. But yes if it had been completed & you found something was different then you would change the numbers.

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I'm still a bit confused about Successful fit - with blinds but no safety report. So we don't upload doc and say / no blind doc? 

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I'm still a bit confused about Successful fit - with blinds but no safety report. So we don't upload doc and say / no blind doc? 

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Currently if a blind has been fit but you have not been sent a blind safety document by the fitter then you need to follow section 5 of the workbook and upload the report as a doc. You do not confirm the fitting outcome so the milestone will not progress.

I see, so we can't move the milestone along further. Thank you. I think this was the problem we had in the past

Yes that is correct.

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What time do we send the standardised fit reports to Seymour or is it still a couple of people that send them at once? 

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What time do we send the standardised fit reports to Seymour or is it still a couple of people that send them at once? 

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Standardised fit reports are sent to Seymour throughout the day now. Rox, Raj, Catherine, Victoria & Andrea N generally send them.

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Sorry- another one I'm stuck on :/ ETA has job for Barry Morgan - tomorrow. The CPM Case and WRC suggests job isn't til 04/05/2021 with Tom Purslow. Is the job no longer going ahead tomorrow? 

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Sorry- another one I'm stuck on :/ ETA has job for Barry Morgan - tomorrow. The CPM Case and WRC suggests job isn't til 04/05/2021 with Tom Purslow. Is the job no longer going ahead tomorrow? 

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Yes it's been booked by the Scheduling Partner for 04/05. Can you please change the date and fitter name on WRC and I will let the Scheduling Partner know :)

So should I leave this one?
Yes, once you have changed the fitter name and date

I'll do that then call scheduling - just incase other fitter thinks hes going tomorrow - thanks
I will let Scheduling know. You can just do the change on WRC

Okay, thanks. The fitters name isn't on the list to assign :/
I'll jump to the next one ?

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On Daily Stats - new invoices today. 1 invoice had 5 crs/cm's so i would add this on Daily stats as 5 new invoices/ 5 total invoices? - and from fitters - 1 or 5? 

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On Daily Stats - new invoices today. 1 invoice had 5 crs/cm's so i would add this on Daily stats as 5 new invoices/ 5 total invoices? - and from fitters - 1 or 5? 

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Jen - you would put it as 5 in the total customers but in new invoices received today you would mark it as 1
Fab
Total invoices - do I include multiples?

Total invoices is the amount in the iproc queue
Thanks

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When counting invoices. If multiple customers/cr's on one invoice, we would add this on Daily Stats as not 1 but several from the 1 invoice when counting? 

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When counting invoices. If multiple customers/cr's on one invoice, we would add this on Daily Stats as not 1 but several from the 1 invoice when counting? 

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That is correct. So if 1 invoice has 6 CR's/customers then you would mark it as 6

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If the cm refund due to "Failed fit" no longer going ahead should I move to "Close Case" rather than successful/unsuccessful fit? I think only part of order failed 

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If the cm refund due to "Failed fit" no longer going ahead should I move to "Close Case" rather than successful/unsuccessful fit? I think only part of order failed 

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You would mark the fit as successful but make a clear note why you have done that.

I usually make a note like this.....

*** Close Case and Finance ***
Marking fit as complete due to customer receiving refund.

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I'm a little confused  - Fitter puts Yes in Subject (so fit successful?) but notes suggest totally new blind needed. 

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I'm a little confused  - Fitter puts Yes in Subject (so fit successful?) but notes suggest totally new blind needed. 

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Sometimes Fitters will say 'Yes' when they have successfully done the job they went to do, even if it was an uplift. It is best to work from the content of the Fit Report. So if you can see that a new blind is required then this will need to go on to Connex.
So ignore - "Yes" as he's referring to inspection done? And treat it as a failed fit ?
Exactly! If the detail in the Fit Report tells you that something else needs to be worked on, regardless of whether he's said unsuccessful or successful it's important to make sure it goes to the right place and gets actioned for the customer.