service module process map – w060 – technician ... - technician workshop set... · dj motors...

Process Map DJ Motors

Service Module Process Code: W060 Technician / Workshop Set Up &

Maintenance

DJ Motors Service Module Process Map – W060 – Technician / Workshop Set Up & Maintenance

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Contents

High Level Process Definition .............................................................................................................. 3

Process Flowchart ............................................................................................................................... 4

Business Policies ................................................................................................................................. 6

Technician Review/Anniversary Dates ........................................................................................ 6

Procedures .......................................................................................................................................... 7

Workshop / Technician Set Up........................................................................................................ 7

Technician Maintenance ................................................................................................................. 9

Technician Attendance Adjustment ................................................................................................ 9

Public Holiday Adjustments .......................................................................................................... 10

Technician Rate Update ................................................................................................................ 10

Statement of Work ........................................................................................................................... 12

Introduction .................................................................................................................................. 12

Workshop / Technician Set Up...................................................................................................... 13

Workshop Schedules ................................................................................................................. 13

Create a New Schedule ............................................................................................................. 13

Teams ........................................................................................................................................ 14

Work Categories ........................................................................................................................ 14

Rate Profiles .............................................................................................................................. 15

Technician Records ................................................................................................................... 18

Technician Review/Anniversary Dates ...................................................................................... 18

Technician Transfer between Branches .................................................................................... 20

Technician Maintenance ............................................................................................................... 21

Technician Attendance Adjustment .............................................................................................. 22

Public Holiday Adjustments .......................................................................................................... 24

Technician Rate Update ................................................................................................................ 25

Program Parameters ......................................................................................................................... 26

Technician Maintenance ............................................................................................................... 26


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High Level Process Definition

Process Name TECHNICIAN /WORKSHOP SET UP AND MAINTENANCE

Process Intent

To establish the profiles (Technicians, Work Schedules, Charge Rates, Work Categories etc) to facilitate the application of consistent standards across the operation thereby facilitating accurate reporting, measurement and control of operations

Process Owner Group Manager – Service Personnel/Technical Payroll Officer

Process User Group Manager – Service Operations Senior Service Advisor

Process Starts with Defining and establishing the parameters, personnel and standards applicable to the workshop and performing ongoing maintenance to maintain data in current form

Process Ends with Properly maintained and accurate data to support correct work assignment and delivery of accurate workshop reports and efficiency measurement

Process Customer

Service Manager Service Advisor Workshop Technician Workshop Customer Dealership Management


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Process Flowchart


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Business Policies The following Business Policies are applicable to the execution of the processes defined and referred to in this Process Map.

Business Policy – W060-01

Technician Review/Anniversary Dates

The following fields must be reviewed monthly:

- Hourly Costs & Loading Costs

- Apprentice Years (Team Code)

- Efficiency Factor

- Termination Date & tick box

- Use the ‘Certification Date’ fields to enter relevant Review and Anniversary Dates.

Process Owner: Group Manager – Service Operations and Payroll Officer

Push Report: W0005 Mechanic Changes.


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Procedures

Process Description: Workshop / Technician Set Up

Process (Major) Steps Procedure Internal Policy

1. Define and create Work Schedules

Objective: Define & create standard workshop operating schedules

a. Determine Workshop operating hours b. Identify start / finish and break times c. Determine standard overtime hours (if applicable) d. Open the Schedule Tab on the Technician

Maintenance and Adjustment Screen e. Key a Schedule Code <Enter> f. Enter Standard Start and finish times and Duration g. Populate the Schedule Grid with appropriate

colour codes h. Save Input

2. Define and create Teams

Objective: Determine / Define / Create workshop teams (if applicable)

a. Determine if Workshop Teams are to be utilised b. Define Team Names and Codes c. Open Type Code & Description Screen d. Key the Type Code (TC) and Enter e. Display the Team Codes via the drop down list f. If desired Team Code does not exist enter the Code

in the Code Field g. Enter the Team Code Description and Long

Description h. Save input

3. Define and create Work Categories

Objective: Determine / define / create workshop Work Categories

a. Determine the validity of using Work Categories in the Service Department

b. Define the Categories and Codes to represent them

c. Open Type Code & Description Screen d. Key the Type Code (WO) and Enter e. Display the Work Codes via the drop down list f. If desired Work Code does not exist enter the Code

in the Code Field g. Enter the Work Code Description and Long

Description h. Save input


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Process Description: Workshop / Technician Set Up


4. Define and create Rate Profiles

Objective: Define / create Workshop Labour profiles

a. Determine the rates at which R/O Labour is to be charged to the customer

b. Open the Technician Maintenance & Adjustment Screen (Rate Profile Tab)

c. Enter the Profile Name and Enter d. Input the predetermined rates to the appropriate

fields e. Utilise the Copy Button to replicate the data for

assignment to specific franchises – making any adjustments as required

f. Save the input

5. Define Employee Contact Code standards and create Technician Records

Objective: Define & create Employee Contact Codes and create Technician records applicable to workshop

a. Define standards for Technician Identification b. Open the Technician Maintenance and Adjustment

screen – Tech Maintenance tab c. Enter the Technician (Contact) Code and Enter to

ensure that code is not already in use d. Complete the General Information section of the

screen e. Complete the Work Category and Rate Profile

section using the dropdown lists associated with each field

f. Select, if necessary, the Default Work Category/Profile Name (and if applicable Labour Type) for the technician

g. Assign up to 5 Skill Levels for the technician h. Click Save


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Process Description: Technician Maintenance


1. Identify requirement to maintain Technician Record

Objective: Identification of Technician records requiring maintenance

a. Need for Technician data maintenance identified b. Open Technician Maintenance & Adjustment

screen c. Enter the Technician (Contact) Code and Enter to

display record details in screen

W060-01

2. Perform Maintenance

Objective: Ensure technician records are maintained in a current state

a. Visually validate that correct technician record is displayed

b. Identify data fields to be modified c. Key new data to appropriate fields d. Click Save e. Notify appropriate personnel of maintenance

performed

Process Description: Technician Attendance Adjustment


1. Identify a requirement to adjust attendance records for Individual Technicians

Objective: Monitor Technician attendance affecting workshop resource availability

a. Identify requirement to modify Technician

Attendance

2. Perform Maintenance

Objective: Maintain Technician attendance records to accurately reflect workshop resource availability

a. Open Technician Maintenance & Adjustment screen

b. Enter appropriate Technician Code and Enter c. Click the Adjustment Tab to display technician

specific data d. Select Adjustment type from the drop down menu e. Locate and modify the appropriate record(s) f. Click Save


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Process Description: Public Holiday Adjustments


1. Identify Public Holidays affecting

operating schedules

Objective: Define Public Holidays affecting workshop resource availability

a. Define those Public Holidays affecting the

operation of the Service Dept

2. Record Public Holidays in System

Objective: Maintain Public Holiday data

affecting workshop resource availability

a. Open the Technician Maintenance and Adjustment Screen

b. Select the Public Holiday Adjustment Tab c. Select the Branch(es) affected by the data entry d. Enter the Holiday Date and click Generate Update

List e. Make any necessary adjustments for technicians

displayed f. Click Save

Process Description: Technician Rate Update


1. Determine Rate update applicable

Objective: Monitor Labour Rates applicable to workshop operations

a. Receive or define rate update requirement b. Clearly define the basis of the change and affected

Profiles/Franchises

2. Perform data input and update

Objective: Ensure current workshop labour rates are accurately maintained

a. Open the Technician Rate Update Screen b. Select the parameters to identify Rate Profiles

affected by the update c. Click the Retrieve button to display all relevant

Profile and technicians affected d. Select Rate Increase Methodology e. Select the Labour Type update (if applicable) f. Select the Types (Retail, Fleet etc) to be updated g. Click Update


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Process Description: Technician Rate Update


3. Validate update

Objective: Ensure all update has been accurately completed

h. Open the Technician Rate Update Screen i. Select the parameters to identify Rate Profiles

affected by the update j. Click the Retrieve button to display all relevant

Profile and technicians affected k. Visually confirm update has been performed

correctly


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Statement of Work

Introduction

Technician and Workshop Set Up and Maintenance is critical to effective workshop control, reporting and Repair Order Invoicing.

The Technician Maintenance and Adjustment window is the program supporting –

• The creation of Technician Records including assignment of the individual Technician

Code and PIN, defining applicable Work Categories, recording Skill levels, Teams and so

on. • Maintaining adjustments relative to individual Technician Attendance including Annual

Leave, Sick Leave and Training Leave etc. • Establishing and maintaining Standard Workshop working hours. • Performing enterprise wide adjustments to account for Public Holidays. • Establishing Rate Profiles to be utilised in charging Technician time expended on Repair

Orders and in calculating Efficiency Rates for individual Technicians


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Workshop / Technician Set Up

Workshop Schedules

The Workshop Schedule is used to define the standard working hours (including Overtime) of the workshop.

At least one Workshop Schedule needs to be established. The Shift Start and End Times and the Time Segmentation or blocks (5 / 15 / 30 minutes etc) are defined in the System Configuration set up controlled by the System Administrator. Multiple Schedules will only be required where there are multiple shifts.

Create a New Schedule

Open the Schedule tab in the Technician Maintenance and Adjustment window and Enter a Schedule Name.

Tab forward and the system will populate the Start, end and Duration fields with the default values set up in the System Configuration.

If the Start and End Times required are different to what is displayed change these as required as well as the duration (if required).

Define the Work / Break / Overtime periods by assigning the appropriate colours. Select the colour to be added and click each of the time ‘blocks’ applicable.

Click Save.


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Teams

Where the Dealership has determined to utilise a Team Structure in the Workshop it is necessary to define these entities – this function is completed within the Type Code and Description program and will be managed by the System Administrator.

Workshop Management will be required to define the number of Teams, recommend the Team Code (up to 15 characters) and provide the Team Code short and long descriptions.

The System Administrator will complete data entry to establish the required Teams.

Refer to ‘Technician Records’ (below) for notes on how Team Codes are utilised in this process.

Work Categories

A work Category is the type of activity that a technician performs to service or repair a vehicle. For example – cleaning, welding etc.

Work Categories are required only where there are different labour rates for the type of work that is

performed; however, at the time UNITS was deployed in the dealership a single Work Category (Standard) will have been defined.

This function is controlled by the System Administrator.


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Refer to ‘Technician Records’ (below) for notes on how Work Categories are utilised in this process.

Rate Profiles

A Rate Profile is the definition of the Labour Charge-Out Rate and is defined at Franchise, Shop or Field, and Repair Order Type (e.g. Retail, Fleet, Internal etc.

If technicians are being charged out at various rates (based on experience, qualifications or work type, multiple Rate Profiles may be required.

There is no restriction on the number of Rate Profiles established for the dealership however a rational approach should always be adopted to keep the number of defined profiles to the minimum required to operate effectively.

Workshop Management will define the various Rate Profiles applicable to the business.

To create a new Rate Profile activate the ‘Rate Profile’ tab to display the following window.


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Enter the Profile Name and either tab forward or press Enter to ready the window for Labour Rate input, as follows –

Where a rate applies to a specific franchise click the ‘Copy’ button to create a line enabling Franchise selection.

Select the applicable Franchise from the drop down list, select Shop or Field and enter the Labour Rates to be charged for the various Repair Order types.

Repeat the process until all relevant rate profiles have been created then click ‘Save’.


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Technician Records

The preceding notes have detailed the steps necessary to establish the Standard Workshop hours, what Teams will operate in the workshop, what work categories are applicable and finally what the Labour ‘Charge Out’ Rates will be for Repair Order Invoicing.

The final step in Technician and Workshop set up is to establish the individual technician records.

Business Policy – W060-01

Technician Review/Anniversary Dates

The following fields must be reviewed monthly:

- Hourly Costs & Loading Costs

- Apprentice Years (Team Code)

- Efficiency Factor

- Termination Date & tick box

- Use the ‘Certification Date’ fields to enter relevant Review and Anniversary Dates.

Process Owner: Group Manager – Service Operations and Payroll Officer

Push Report: W0005 Mechanic Changes.

Open the ‘Tech Maintenance & Adjustment’ tab and ensure that the ‘Tech Maintenance’ tab is active, as follows –


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Each Technician should be assigned a meaningful code by which they will be identified in the system and for use in Workshop Technician Time Recording (refer W170 – Technician Time Recording).

Enter the Technician Code and press Enter or tab forward. If the Technician Code has not been used the various fields will remain blank and are ready for data input.

Enter the Technician given and Surname and assign a unique PIN (Personal Identification Number).

Note – the PIN assigned to each Technician should be unique and known only to management and the particular user.

If required, enter an Efficiency Factor – a System Configuration setting (AvailOrSaleable) will allow the calculation of Workshop Available Hours to take into account a technician’s efficiency factor.

By way of example if the parameter is set to disclose Saleable Hours and a technician has 8 hours available in the normal course of the day but, for some reason is assigned an efficiency factor of 80% (Efficiency Factor set to 80) the system will apply that factor and 6.4 hours will be calculated as Saleable ((Available Time (8 Hours) x Efficiency Factor (80)) / 100 = Saleable Hours (6.4))

Enter / Select a Branch Code, Schedule Code and Team Code (if teams are utilised).

Enter the ‘O/T Load %’ and ‘Cost %’ to determine how overtime is calculated. By way of Example if the first ‘n’ hours beyond normal time are calculated at time and a half then the value of 50(%) is entered in both fields. These rates relate back to the colour coding adopted in the Schedule definition (refer above).


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The Hourly Cost field reflects the normal hourly rate of pay plus overheads for the technician as distinct from the Charge Out rate reflected in the Rate Profile.

Define the default Labour Type which will be either Shop or Field and will depend on where most of the Technician’s work is performed. If the Technician is assigned a Bay where the majority, if not all, work is performed the Default Work Bay can be assigned.

Assign the Work Categories and associated Profiles relative to the Technician and check the ‘Default Indicator’ for the normal Category and Profile for the Technician.

Where the manufacturer assigns ‘Guild Numbers’ for authorised technicians these details may be recorded, by Franchise.

UNITS provides functionality to record defined Skill Levels for Technicians and the level(s) associated with the technician are recorded in the Skill Level Matrix. Note that the Skill Level required to perform work associated with Job Codes is recorded with the Job Code and these values are useful when allocating workshop resources in the ‘Schedule Labour Procedure – refer Process Map W110- Service Resources Booking & Labour Scheduling.

Utilise the Certifications section to enter Review and/or Anniversary dates, in order to provide a visual reminder that Hourly Cost may need to be updated at these times.

When all data associated with the Technician has been completed click the Save button.

The Technician should be advised of his unique ID and PIN and made aware of the importance of maintaining confidentiality of this information.

Technician Transfer between Branches

Where it is a practice to assign technicians to undertake work for another branch it is important that Technician Codes are correctly established and utilised to ensure correct Productivity and Efficiency Reporting as well as accounting treatment for the activity

In this regard where a Technician is identified as one who, from time to time, will be assigned to a Repair Order for another Branch the process is able to be facilitated through the establishment of additional Technician Records to be utilised when that technician performs work for the ‘secondary’ branch.

By way of example assume Branch Codes 01 to 05 are assigned and Technician ABC in Branch 01 may also perform work for Branch 05. Technician Code ABC should be assigned for use with all activity associated with Branch 01 (primary Branch) while Code ABC-05 should be assigned for work associated with Branch 05.

Adding the Branch Code as a suffix to the ‘secondary’ branch technician code will facilitate validation in Daily Timesheet Entry of Technician Branch Code against the Repair Order Branch. The application of Technician Codes with regard to Time Recording is detailed in Process Map W170 Technician Time Recording.


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Technician Maintenance

From time to time Technician data will require maintenance to adjust such things as Branch (where Technicians are transferred), Schedule Codes (when standard hours of work change) Team code and so on or Attendance details where technicians are away due to illness, training, Annual Leave etc and of course, termination of employment.

Open the Technician Maintenance and Adjustment window and enter / select / search for the Technician Code to display the Technician Record. The default tab ‘Tech Maintenance’ will be active and displayed data can be modified as required and authorised.

Where a technician’s employment has been terminated record the actual termination date and check the ‘Terminated’ indicator. Be aware that where technician termination occurs and there is Work In Process assigned to that individual the occurrence will continue to reflect in reports until the outstanding transactions are cleared.

Check the Show Terminated check box to display Technicians whose employment has been terminated.

When maintenance is complete click Save.


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Technician Attendance Adjustment

It is important that the Technician Attendance record is maintained in an accurate and timely manner particularly where there is some form of ‘absenteeism’ (Training Leave, Sick Leave, Annual Leave etc) occurs. The results of the appropriate maintenance will reflect in the ‘Available Workshop Hours’ and facilitate Repair Order booking and scheduling.

To add an adjustment, right-clock and select ‘Add’.


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Enter the type of Adjustment. For Annual and Long Service Leave, a pop up widow will appear facilitating the entry of the Start and End dates.

Check ‘Paid’ if the Technician will be paid for this period (note that this is for reporting purposes only and does not affect Payroll).

In this example, the technician was on Annual Leave from 4th July to 8th July inclusive. The system automatically takes weekends into account.

If the Technician worked on the day enter a Start Time and End Time – hours worked will be calculated.

Click Save.


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Public Holiday Adjustments

While Technician Attendance data for Public Holidays can be adjusted for each Technician UNITS provides for the adjustment to reflect Public Holidays to occur at a Branch or Enterprise level.

Activate the ‘Public Holiday Adjustment’ tab as follows –

Select the Branch From / To values or check the ‘All’ indicator.

Enter the Holiday Date and click ‘Generate Update List’.

Review the list of Technicians displayed and perform any maintenance to Start and End Times (as required), Paid Indicator etc.

Click Save.


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Technician Rate Update From time to time the Charge Out Rate applicable to Technicians will require adjustment and UNITS facilitates this through the Technician Rate Update Program.

Open the window (above) and select the Rate Profile Range and applicable Franchises to be adjusted. All Rate Profiles and Franchises can be selected.

Rates are able to be increased by a Value, Percentage or Replaced and when each radio button is selected the Value field (indicated above) will change accordingly. The user must enter the appropriate value into this field (a negative value entered will discount the existing profile(s)).

Indicate which Labour Type is to be updated (Shop or Field – or both) and the Repair Order Types to be updated.

Click the Retrieve button to display the Profile Detail.

Review the displayed data and verify that the selected data is correctly displayed and when satisfied click Update to adjust the Rate Profiles selected by the appropriate amounts.


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Program Parameters

The following notes define the parameters applicable to applications described in this Process Map.

Technician Maintenance

Parameter Name Parameter Function

AllowWorkCatChange To allow or disallow work category changes Valid Values: Y/N; Default: Blank

Branch To specify a default Branch. Valid Values: A valid Branch. Default Value: Blank

DisableStartFinishTime If Y, then user will NOT be able to change the Start and Finish Time. Valid Values: Y or N ; Default Value: N

DisableHourlyCost If Y, disables the Hourly Cost field so that the Service Manager cannot change costs per Technician. Valid Values: Y or N Default Value: Y

DisablePubHolAdjTab To disable public holiday adjustment tab. Valid Values: Y/N; Default: Blank

DeleteSchedule To control the ability of a user to delete a technician schedule. If a parameter is not set, it is assumed that the user is not permitted to delete schedules. Valid Values: Y or N

HideHourlyCost Allow users to either hide or display the Hourly Cost field. Valid values: Y or N; Default: N

DisableRateProfileTab To disable rate profile tab. Valid Values: Y/N; Default: Blank

DisableScheduleTab To disable schedule tab. Valid Values: Y/N; Default: Blank

EntryType If D the user must enter technician time in Hours Used. If C the user must enter a Start Time and End Time for the technician and the system calculates the hours used. Valid Values: D or C ; Default Value: C

RONumber To specify a Repair Order Number. Valid Values: A valid Repair Order Number. Default Value: 0

Delete_Technician If Y, enables the Delete button which allows the deletion of any technician with no records. Valid Values: Y or N Default Value: Blank

service module process map – w060 – technician ... - technician workshop set... · dj motors...

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