scheduling and managing reactive maintenance events contents

QFM Web User Guide Contractor Service Managers

Scheduling and Managing Reactive Maintenance Events

QFM Web User Guide for Reactive Events of 33

Contents

Contents _____________________________________________________________________________ 1

Work Request End-to-End Process for External Contractors___________________________________ 2 Process Flow Chart __________________________________________________________________________________ 2 Step-by-Step Guide to Completing an Event using QFM Web & Mobile App ________________________________ 3 Email Notifications Workflow __________________________________________________________________________ 7

Attachments _______________________________________________________________________________ 8 Add Attachments ____________________________________________________________________________________ 8 Delete Attachments __________________________________________________________________________________ 9

Re-Allocate a Visit to Another Operative ____________________________________________________ 10

Cancel a Visit _____________________________________________________________________________ 12

Add a Visit / Operative to an Event __________________________________________________________ 13

Complete a Visit on Behalf of an Operative & Complete the Event _____________________________ 14 Mark an Event as Complete After All Visits have been Closed ____________________________________________ 15

Assign a Return Visit to Another Operative __________________________________________________ 16

Change the Due Date of an Event ___________________________________________________________ 16

Manage Events and Visits – Event Director & Resource Scheduler ____________________________ 17 Event Director – Manage Events _____________________________________________________________________ 18

Event Director Views ______________________________________________________________________________ 18 Create and Save Your Own View in the Event Director ________________________________________________ 19 Event Statuses & How to Action ____________________________________________________________________ 21 Export Event List in Event Director to Excel __________________________________________________________ 21

Resource Scheduler – Manage Visits _________________________________________________________________ 22 Resource Scheduler Action Controls ________________________________________________________________ 23 Resource Scheduler Views ________________________________________________________________________ 24 Create and Save Your Own View in the Resource Scheduler __________________________________________ 25 Export Visit List in Resource Scheduler to Excel, Word or PDF _________________________________________ 27

Print an Event – Create a PDF Copy ________________________________________________________ 28

Mobile App _______________________________________________________________________________ 28 Key points for Mobile App Users ______________________________________________________________________ 28 Complete a Visit Using QFM Mobile App ______________________________________________________________ 29 Schedule a Return Visit _____________________________________________________________________________ 31 Reject a Visit _______________________________________________________________________________________ 33

QFM Web User Guide for Reactive Events Contractors of 33

Work Request End-to-End Process for External Contractors Process Flow Chart

Curtin Service Manager uses QFM Web to assign an External Contractor to the Event

An email is sent to:• Customer• Curtin Service Manager stating the Event has been reported

Customer (Requestor) reports an issue and the Event is Reported in QFM

An email is sent to:• External Contractor• Customer stating the Event has been assigned

An email is sent to:• Curtin Service Manager• Customer• External Contractor Stating the Event is Complete

External Contractor uses QFM Web to view details of the work required and assign an Operative to the Visit

Operative • Manages work assigned to

them using the QFM Mobile App

• Updates the details of work completed against the Visit in the Mobile App

• Marks the Visit as Complete

An email & pop-up notification is sent to:• Operativestating a Visit has been assigned to them

QFM automatically marks the Event as ‘Complete’ once all visits are closed


Step-by-Step Guide to Completing an Event using QFM Web & Mobile App Step Description

1. You receive an email from [email protected] with the subject: New PF&D Work Request #### requiring assignment

2. Open the email and click the link to login to QFM Web

3. Review the Event Details including the Key Dates and Attachments

*Add any attachments for the operative at this step, after this point any updates made to the event will not be sent through to the operative

mailto:[email protected]


4. Go to the Resource Scheduler to Assign the Visit to an Operative

5. Assign the Visit to an Operative

6. The Operative receives a notification that a Visit has been assigned to them


The Operative logs in to QFM Mobile App

7. The Operative selects the Visit from the Active tab

8. The Operative reviews the Details, including any related Assets and Attachments


9. The Operative does the work, takes before and after Photos, adds Remarks of the work conducted and Completes the visit

10. Once All visits for the Event have been completed the Event changes to ‘Completed’

status in QFM Web

11. Upon completion of the visit the system sends an email to the Curtin Service Manager,

the Contractor and the Requestor stating the Event has been completed


Email Notifications Workflow Service Manager (internal Curtin & External Contractor)

• When the Event is Reported the assigned Contractor SM is notified that an Event has been reported and requires assignment

• When a Visit is Rejected by the Operative

• When a Return Visit has been assigned to another operative

• When the Event has been Completed

Operative • When the Operative is assigned to a Visit; both an email and a pop-up notification are sent

Customer • When the Event is Notified

• Every time the Operative Starts a Visit; multiple Visits = multiple notifications

• Every time the Operative schedules a Return Visit

• When the Event has been Completed


Attachments

• Add attachments to an Event prior to adding the operative if you want the attachment to send to the operative’s mobile app.

• Attachments can be added or removed at any stage Add Attachments Step Description 1. Go to the Event and click ‘Add Attachment’

2. Select the type of attachment

3. 1. Enter a Display Name

2. Select a Picture Type 3. Select the document /picture 4. Click Save


Delete Attachments Step Description 1. 1. Go to the Attachment tab of the Event

2. Click the Display Name attachment to be deleted 3. Click ‘Remove’


Re-Allocate a Visit to Another Operative Complete this action when:

• You want to re-assign the visit to someone else

• The initial Operative has rejected the visit

• The initial Operative has downloaded the visit to a mobile and no longer has access to that mobile so you want to resend the Visit to the new mobile

Step Description

1. Go to the Resource Scheduler and select the visit to be re-assigned. Note: if this process does not work the alternate process is to cancel the visit and add a new visit

2. Click into the Visit Reference ID of the Provisional Visit

• The re-allocated Visit has been cancelled and will be removed from the Operative’s mobile

• A new Visit has been generated for you to modify

3. Change the Operative by selecting a new one from the drop-down and click Confirm


4. The Visit has now been sent to the new Operative’s mobile

Notes:

• You can only re-allocate a visit once Scheduled Status is ‘Dispatched’ AND the Visit Status is ‘New’.

o If the Scheduled Status is still ‘Dispatching’ or ‘Confirmed’ you need to wait until the visit has dispatched or, rather than re-allocating the visit, cancel the visit and add a new visit to be assigned to the new operative.


Cancel a Visit Step Description 1. Go to the Resource Scheduler and select the visit to be cancelled

2. The visit Scheduling Status will change to ‘Cancelled’

3. The visit is removed from the Operative’s job queue on the mobile


Add a Visit / Operative to an Event Step Description 1. Go to the Resource Scheduler and click the ‘Add’ button

2. Enter the Event ID, select an Operative and click Confirm

3. The Visit and Operative have been added to the Event. The visit is sent to the Operative’s mobile


Complete a Visit on Behalf of an Operative & Complete the Event Step Description 1. Go to the Event, select the Visits tab and Edit the visit

2. Click the ‘Change’ button

3. 1. Enter the Started date and time

2. Enter the Completed date and time

3. Enter Remarks about the work that was completed

4. Click the Save button


4. Select “Mark the Event as Completed” Once all visits are completed you are able to close off the Event and mark as Completed

Mark an Event as Complete After All Visits have been Closed If for some reason the Event did not update to complete after the last visit you can mark the event as Complete by updating the completed date and time. Step Description 1. Go to the Event and enter a “Completed” date and time

Note: this will only work if all Visits are closed.


Assign a Return Visit to Another Operative Use this process if the original operative schedules a Return Visit to another operative or Rejects the Visit. Step Description 1. Go to the Visit in the Resource Scheduler

2. Select an Operative and click ‘Confirm’

Change the Due Date of an Event Note: Nothing done to the Event, apart from specifically changing the due date, has any impact on the due date. Therefore, if an Operative schedules a Return Visit, and selects a start date that is later than the sue date, this does not impact the due date. To change the due date of an Event, contact your Curtin Service Manager or Technical Officer


Manage Events and Visits – Event Director & Resource Scheduler Depending on what you want to do and how you prefer to work, there are two key places in QFM Web to manage your jobs and outstanding actions: the Event Director and the Resource Scheduler.

The Event Director (Events > Event Director) is used to manage outstanding tasks related to Events, such as identifying newly reported Events that require a Contractor and/or an Operative to be assigned and a Visit scheduled The Resource Scheduler (Events > Resource Scheduler) is where you go to manage outstanding tasks related to Visits, such as adding additional Operatives to an Event or swapping the Operative assigned to a Visit.


Event Director – Manage Events The Event Director (Events > Event Director) is where you go to manage your Events; it provides a high-level overview of your Events with the ability to drill-down to the record level of individual Events.

The screen is split into three main sections, the top Monitor section, the middle Summary by section and the bottom Event List section. Event Director Views The Events listed in the Event List are based on the View you have selected.

• We have created Views for you but you are also able to create your own customised Views

• All Views are accessible in the drop-down list in the top ribbon, ‘Select View’

• The Views created by Curtin are marked with an astrict* and all others are your own


* Newly Reported: All active Events that have been reported but the Visit has not yet been dispatched to the Operative for the last 60 days

• All Events: All active Events for the last 365 days

• All Events Planned Maintenance: All active PM Events for the past 60 days

• All Events Reactive: All active Reactive (Service) Events for the past 60 days

• Completed: All Completed Events *Events with a status of Reported or Express Event have not had Visits scheduled, even those with an Operative assigned to the Event Create and Save Your Own View in the Event Director Step Description 1. Make changes to the View by changing the layout and filtering the Events displayed:

1. Include / Exclude Columns 2. Change Filter 3. Group by Column Headers


2. Once the Event List is set up and showing the Events you want to view, Save and Name Your View:

1. Click ‘Save View’ 2. Name your View 3. Click OK 4. Select your View from the ‘Select View’ drop-down


Event Statuses & How to Action Once logged, Events progress through a series of pre-defined Statuses. The standard available statuses are Reported, Notified, Due, Started, Completed, Returned to Service (RTS) and Cancelled. Due Potential Action

Action: Confirm the Operative has been assigned, if not update the Visit with the Operative and click Confirm to send the Visit to the Operative. This can be completed via the Resource Scheduler

Incomplete The Visit has started but has not yet been completed

Notify The Contractor and Operative (if added) have been notified

Started Work has commenced Completed All Visits have been completed and the

Event is now complete

*Note: once an Event has been completed it is no longer active and therefore may not show up in your Event List in the Event Director unless you have de-selected

Cancelled An Event or Visit has been cancelled RTS Relevant to Planned Maintenance

Events only. Either an asset is returned to service or a service is resumed

Export Event List in Event Director to Excel Step Directions 1. Click the Excel icon in the top ribbon of the Event Director screen


Resource Scheduler – Manage Visits The Resource Scheduler is where you go to manage Visits. For example:

• Assigning an Operative to a Visit

• Reassigning a visit to another Operative

• Assigning an Operative for a Return Visit that has been generated by another Operative

• Adding an additional Operative to an Event

• Cancelling a visit The Resource Scheduler screen has two (2) key sections:

1. Action Controls

2. View and Filter Options


Resource Scheduler Action Controls


Resource Scheduler Views The Visits listed in the Visit Scheduling Panel are based on the View you have selected.

• We have created Views for you but you are also able to create your own customised Views

• All Views are accessible in the drop-down list in the top ribbon, ‘Select View’

• The Views created by Curtin are marked with an astrict* and all others are your own


Create and Save Your Own View in the Resource Scheduler As with the Event Director, in the Resource Scheduler a View is comprised of a Filter and a Layout. To Create a View it takes 4 steps:

1. Create a Filter 2. Create a Layout 3. Combine your Filter and Layout to Create a View 4. Load your View

Step Description Part 1 of 4: Create a Filter 1. Open the Filter dialog box

2. Add Criteria and Grouping

3. Click ‘Save As’ to Name and Save a new Filter


Part 2 of 4: Create a Layout 1. • Include / Exclude Columns

• Re-order, Resize, Sort and Group Columns

2. Save your Layout

Part 3 of 4: Combine your Filter and Layout to Create a View 1. Add the View

• Name the View • Audience & Publisher: Type to select your company name

• Layout: Select the layout your created

• Filter: Select the Filter you created


Part 4 of 4: Load your View 1. Select ‘Load View’ and select ‘Set As Default’ to add view to the drop-down

Export Visit List in Resource Scheduler to Excel, Word or PDF Step Description 1. Click the Hamburger icon and select ‘Exports’

2. The document will load at the bottom of the screen


Print an Event – Create a PDF Copy Step Direction 1. Go to the Event, click the Print Worksheet icon

Mobile App Key points for Mobile App Users 1. Take before & after photos where appropriate 2. If you leave a job Schedule a Return Visit in the mobile app 3. Return Visits for yourself are automatically added to your Active list 4. Return Visits for another operative required confirmation via the web


Complete a Visit Using QFM Mobile App Step Description 1. A pop-up notification is sent to your mobile stating a Visit has been assigned to you

2. Log into the QFM Mobile App

3. Select the Visit from the Active tab

4. 1. Review the Details, including any related Assets and Attachments

2. Accept the Visit


5. To begin, press ‘Start Visit’

6. 1. Take a Before Photo

2. Complete the work – if unable to finish in a single day, see ‘Schedule a Return Visit’ 3. Take an After Photo 4. Press ‘End Visit’

7. 1. Enter details of work completed in ‘Remarks’

2. Press ‘Visit Complete’ – if the work is not done press ‘Return Required’


8. 1. Enter your Signature 2. Press ‘Sign Off’

Schedule a Return Visit If for any reason you cannot complete the work in a single visit, schedule a Return Visit. Step Description 1. Press ‘End Visit’


2. 1. Enter something in ‘Remarks’ as this is a mandatory field 2. Press ‘Return Required’ – if the work is not done press ‘Return Required’

3. 1. Assign visit to: Defaults to you, this can be changed

2. Return Reason: Select from the drop-down 3. Remarks: Enter any additional remarks 4. Press ‘Done’ Note: Ignore “Return Skill’ and ‘Return Visit Start’

4. • If the visit is for yourself the return visit will now be in your Active visit list

• If you selected another operative please contact your manager and have them confirm the visit for the other operative


Reject a Visit Reject a Visit if:

• The job has been incorrectly assigned, e.g. logged as plumbing but it’s electrical

• You are not able to complete the job, e.g. you’ll be on leave Outcome: • Your Manager will receive an email notification telling them you’ve rejected the Visit

• The visit needs to be re-allocated to another operative or sent back to Curtin

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