PHR Operations & Scheduling - Revision history

Guido.gastaldi: /* Internal Tasks */

2025-09-09T15:18:45Z

Internal Tasks

Guido.gastaldi at 16:44, 23 September 2024

2024-09-23T16:44:51Z

Mmoura: /* Internal Tasks */

2024-09-23T15:40:30Z

Internal Tasks

Sam: /* Job Scheduling */

2024-02-27T16:46:40Z

Job Scheduling

Sam: /* Job Scheduling */

2024-02-02T18:03:13Z

Job Scheduling

Sam: /* Approval and Dispatch */

2024-02-02T15:37:33Z

Approval and Dispatch

Sam: /* Survey Inspection Scheduling */

2024-02-02T15:35:27Z

Survey Inspection Scheduling

Sam: /* Internal Tasks */

2024-02-02T15:34:12Z

Internal Tasks

Sam: /* Internal Tasks */

2024-02-02T15:33:35Z

Internal Tasks

Sam: /* Approval and Dispatch */

2024-01-29T22:07:36Z

Approval and Dispatch

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 * '''Maintenance schedules''' for truck, trailer, and small machines (every 3 months- January, April, July and October) using [https://docs.google.com/spreadsheets/d/16CoIrFW1TULhmQXTp_2E0HxGA3dB-LKmMhbmSmi3vj4/edit the maintenance records]
 * '''Job Site Quality Control Visits''' (to be scheduled at least once a month for each crew): Operations will create the task and schedule, considering Branch Manager’s proximity to client job location. Branch Manager will conduct the Quality Control Visit and complete the [https://docs.google.com/forms/d/e/1FAIpQLScud4EzotE3GN6bZGghB5CEyaEp63VkVEdW1xLNTET0viU0bg/viewform?usp=sharing Quality Assurance Visit Assessment Form]. Branch Manager will upload all data related to these visits to Google Drive.
 How to create a task in the CRM:

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 ** Written Senior Technician exam (after 90 days and within 6 months of their onboarding and training)
 * '''Annual Driving Tests''' (to be scheduled on one day within one week in January annually)
-* '''DOT physical inspections''' (initial test on hire within first week, then scheduled prior to each subsequent expiration date) [http://18.207.158.143:8080/index.php/DOT_Physical]
+* '''DOT physical inspections''' (initial test on hire within first week, then scheduled prior to each subsequent expiration date) [http://18.207.158.143:8080/index.php/DOT_Physical Anual DOT Physical inspection]
 * '''DOT vehicle inspections''' (to be scheduled annually during January/ February) [https://drive.google.com/file/d/1FbD0C1MR5pwhtyK0F7Pzp4COCRo19yjj/view?usp=drive_link DOT Inspection Form for Truck] and [https://drive.google.com/file/d/1pXpOYZHkBBnLuGwLT1bDhXWQ0sVhk7CT/view?usp=drive_link DOT Inspection Form for Trailer]
 * '''Monthly Inventory and Truck/Trailer cleaning days''' (last working week of each month): For details, visit the[http://18.207.158.143:8080/index.php/Inventory_Management Inventory Management Section]

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 ** Written Senior Technician exam (after 90 days and within 6 months of their onboarding and training)
 * '''Annual Driving Tests''' (to be scheduled on one day within one week in January annually)
-* '''DOT physical inspections''' (initial test on hire within first week, then scheduled prior to each subsequent expiration date)
+* '''DOT physical inspections''' (initial test on hire within first week, then scheduled prior to each subsequent expiration date) [http://18.207.158.143:8080/index.php/DOT_Physical]
 * '''DOT vehicle inspections''' (to be scheduled annually during January/ February) [https://drive.google.com/file/d/1FbD0C1MR5pwhtyK0F7Pzp4COCRo19yjj/view?usp=drive_link DOT Inspection Form for Truck] and [https://drive.google.com/file/d/1pXpOYZHkBBnLuGwLT1bDhXWQ0sVhk7CT/view?usp=drive_link DOT Inspection Form for Trailer]
 * '''Monthly Inventory and Truck/Trailer cleaning days''' (last working week of each month): For details, visit the[http://18.207.158.143:8080/index.php/Inventory_Management Inventory Management Section]

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 * Property type (General Guidelines):
 Operations team should follow [https://drive.google.com/file/d/12RQWyRzqu8_XW0Rs1TzX205AGJBh1N3f/view?usp=drive_link Dispatch Job Type & Scheduling Guidelines] while scheduling job for technicians.
 **Apartments - M-F, recommended start time 9 with departure by 4. Do not schedule for weekend or earlier start time unless specifically approved or requested by the PM.

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 * Property type (General Guidelines):
-**Residential apartment or townhome complex: Work should be scheduled between 9 am and 5 pm on weekdays. Early mornings, late nights and weekends are to be avoided, unless requested or approved by the client.
+Operations team should follow [https://drive.google.com/file/d/12RQWyRzqu8_XW0Rs1TzX205AGJBh1N3f/view?usp=drive_link Dispatch Job Type & Scheduling Guidelines] while scheduling job for technicians.
-**Sports arena- can be scheduled as per PHR convenience, as long as there is no game or event scheduled.
-**Shopping center or mall- Shopping centers should be scheduled either early in the morning or late in the evening, on weekdays when the parking lots are emptiest. Afternoons and weekends are to be avoided.
+**Apartments - M-F, recommended start time 9 with departure by 4. Do not schedule for weekend or earlier start time unless specifically approved or requested by the PM.
-**Business parks or stand along businesses- Repairs should be scheduled outside of their busiest times.
+**Shopping Center/ Mall/ Strip Mall - M-F with earliest possible start time, avoid scheduling for Saturday but Sunday early morning is ok. Be especially careful of scheduling during the Christmas shopping season.
-**Main road or streets- Repairs should be scheduled when the road is least busy.
+**Office Building/ Office Park - Almost any day of the week can work, weekends are ideal in most cases. Scheduling may be best with an early or late start depending on location of repairs and management preferences.
-**Stand alone Restaurants- Restaurants should be scheduled outside of meal times (their busiest times), maybe early afternoon or morning or evening.
+**Auto Dealership/ Car Sales Lot – Be certain repairs are not in flow-path of water from on-site car wash process - when they are, coordinate schedule to avoid any time the car wash will be in use. Avoid weekend and holiday schedule unless lot will be closed. Generally, a start time as early as possible Monday through Friday is best for these clients.
-**Bank- Repairs should be scheduled before the client’s opening hours or after closing hours.
+**Church- These property types can be done during the week, usually any time of day is fine. Should the church have a day care or school the job will need to be scheduled outside of to accommodate their preference.
-**Hospitality (hotels etc.)- Repairs can be scheduled at the least busiest times. Hotels are best served by avoiding early morning and late afternoon.
+**Federal/State/Local Government - Government facilities vary greatly from schools to office buildings, courthouses, fire stations and more. Generally, they must be scheduled to avoid peak use times - schools during very early morning so we are done before children arrive, late afternoon so we arrive after children are gone, or weekends when no children are there. Each type of property under the Government banner must be scheduled to minimize disruption to the clients and make it as easy as possible for technicians to provide repairs.
-**Medical centers- Repairs can be scheduled at dispatch’s convenience avoiding busiest times.
+**Financial Institutions/Banks – Early in the morning before drive-through or site opens as these are typically small, tight lots. Weekends and/or minor holidays when they are closed (Check hours on-line) are also a good option.
-**Gas stations- Gas stations are best served early morning, evening or overnight when traffic is lightest.
+**Restaurants – Avoid mealtimes based on the type of restaurant. If they do not serve breakfast, mornings are great. Check hours online, schedule between mealtime peaks or after closing.
-**Places of worship- For churches, repairs can be scheduled during the week and as per the notes from CSR. Sundays for churches, Fridays for mosques and Saturdays for Jewish temples must be avoided. If the organization has a school attached, repairs can be scheduled after school or before school hours, when possible.
+**Gas Station - Avoid morning and afternoon commute times. Schedule early or mid-day. If there are several gas stations in nearby locations, planning one overnight schedule is often a good option.
-**Universities or Schools- Repairs can be scheduled on the weekends, before school or after school as per CSR's notes
+**Golf Course - Avoid weekends and most work holidays. Very early start is generally best. Check course hours online and coordinate with on-site staff.
 '''Technicians have to follow the schedule. Any deviation should be reported to Operations''' and technicians have to wait for further instructions. If the job is incomplete, techs are not allowed to leave the site without talking to Operations.

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 ===Approval and Dispatch===
-* Customer approves and signs the proposal, sending it back to CSR.
+* Customer approves and signs the proposal, sending it back to CSR. CSR adds necessary written authorization documents and checks and/or modifies product table to ensure work reflected in system matches work specifically authorized by client. CSR then ensures that the COI has been ordered (or is in place) and changes the status of the proposal to "Authorized by Client" to advance the work order to the Operations team.
 * Operations team checks the job into the scheduling system by verifying all approvals and proposals are complete, authorized by the client, and the system properly reflects the work authorized (price on the paperwork matches the price on the actual dispatch). For details, please visit the [http://18.207.158.143:8080/index.php/Dispatch#Dispatch_Online_Feed Dispatches to check in Section].
 * Once the job is checked in, Operations team is to schedule the jobs in the Dispatch calendar and then click on the dispatch number to send the customized email to the client.

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 * Property type: Surveyors can choose where to begin, and how to plan their survey inspections during the day, as long as the surveys are not WWCs and don't interfere with a client’s specific request or conflict with CSR's notes for the survey.
-On rare occasions, surveyors may be asked to complete jobs beyond 5 hours of driving time, requiring special permission/approval from management (Terry).
+On rare occasions, surveyors may be asked to complete jobs outside of our normal areas of operation, requiring special permission/approval from management (Terry).
 ===Approval and Dispatch===

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 ==Internal Tasks==
-Operations will use [https://calendar.google.com/calendar/u/0?cid=Y19jNzZkY2I5NGJkMWQyOGQxZjliYzVkODk2YTIyNzk2NjNiY2ZmZjg5OWRkMDJlY2YwODdhZWExNjkzMTdmM2FhQGdyb3VwLmNhbGVuZGFyLmdvb2dsZS5jb20 Operations Team Calendar] to initially schedule the following as recurring events and reminders. They will then use the CRM to set these up as tasks when the due date is close (within two weeks of the due date).
+Operations will use [https://calendar.google.com/calendar/u/0?cid=Y19jNzZkY2I5NGJkMWQyOGQxZjliYzVkODk2YTIyNzk2NjNiY2ZmZjg5OWRkMDJlY2YwODdhZWExNjkzMTdmM2FhQGdyb3VwLmNhbGVuZGFyLmdvb2dsZS5jb20 Operations Team Calendar] to initially schedule the following as recurring events and reminders. They will then use the Pothole Repair CRM to set these up as tasks when the due date is close (within two weeks of the due date).
 * '''Technician Onboarding and Training''': For details, visit the[http://18.207.158.143:8080/index.php/New_Technician/_Driver_Onboarding,_Training_and_Documentation Technician Onboarding and Training Section]
 ** Truck visual inspection and practical driving test for new technicians (to be scheduled within 1 week of joining)