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Service Tracking System Overview

This Help File Page was last Modified on 06/06/2016

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Service Tracking System Overview

This Help File Page was last Modified on 06/06/2016

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Service Tracking System Overview

This Help File Page was last Modified on 06/06/2016

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Subscribers - there would be no need for a Service Tracking System without Subscribers.

Whether MKMS was started for Monitoring or to better manage the Company's Accounts Receivable, most likely your Company's 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 information must be entered in the Service Info Section on the Edit Tab of the Subscribers Form,

This required information includes:

a.Employees (and their Security Access Rights) who will actually use the Service Tracking System must be identified and provided the necessary User Access Rights, and/or are assigned to the appropriate Employee Group, as well as those Employees who are Technicians and their Security Access Rights, Technician Skills and Work Schedule,

b.Service Tracking Maintenance Codes and Rules that must be created,

c.Service Info Section on the Edit Tab of the Subscribers Form including a Service ID, any Service Contract to which each Account has subscribed, their Sale and Warranty Expiration Dates, etc. must be defined.

 

The more detailed outline below lists each required step that must be completed 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.

 

Important 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.

 

HelpFilesUserOptionsServiceOptions

User Options Form - Service Options tab

 

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

 

HelpFilesInstalledEquipmentCodes

Installed Equipment Codes Form - with Documents button

 

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

 

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Maintenance Menu - Service Tracking Menu

 

a.Quick Work Orders - Provides a simplified Work Order entry dialog (also available from the Service Tab on the MKMS Desktop).

b.Service Group Maintenance - Assign one or more Subscribers to a Technician Group.

c.Tech Schedule - Accesses a comprehensive Technician scheduling tool  (also available from the Service Tab on the MKMS Desktop).

d.Technician Status (F5) - Allows any User (Scheduler, Service Manager, Central Station Manager, etc.) to maintain an up-to-the-minute view of the work status of each of the Technicians on duty, by allowing the appropriate User to make - in real time - updates to each Technician's work status  (also available from the Service Tab on the MKMS Desktop).

e.Time Sheet - Allows you to make Time Sheet entries for Service Technicians (also available from the Service Tab on the MKMS Desktop).

f.Transfer Service History - Allows you to transfer the Service History from one Subscriber to another (also available from the Service Tab on the MKMS Desktop) which 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.

g.Work Order Fields - For Web Tech Service Users only, this Work Order Fields option allows you to define up to 40 Custom Work Order Fields which, once defined, would appear in the Work Order Completion section of the Web Tech Work Order Form.

h.Purge Appointments - Allows the User to set Work Order and other types of appointments only for those Employees who have been designated as Technicians.

 

B. Edit View on the 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(s), that basic Service Tracking System address and contact information is already entered.

 

HelpFilesSubscribersFormEditViewBasicSubscriberInformation

Subscribers Form - Edit View - Subscriber tab - General Subscriber Information Section

 

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

 

HelpFilesServiceInfoSection

Subscribers Form - Edit View - Subscriber tab - Service Information Section

 

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 Information records at once.

b.When making this decision, consider how many Service Contracts are in force, and whether the Company has a Recurring Service Requirement as part of those Service Contracts' obligations.

 

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

 

HelpFilesEmployeeTechnician

Employee Form's Personal tab for a Technician

 

Identify the Employees who are Technicians (i.e., any Employee assigned the Type of Employee as either Technician or All which indicates that they may be assigned to complete Jobs and/or perform Service Requests) and then:

Assign those Technicians the appropriate Technician Skills

Set up their Work Schedule .  

Enter the Pay Rate information on the Rates tab on the Employee Form

Complete these Employee Form tabs as outlined below:

a.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.

b.Security tab - Ü This is used to establish specific function related Access Rights for the Employee.

c.Schedule tab - Ü Enter each Technician's normal Work Schedule in the Schedule tab of the Employees Form.

i.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.

ii.In the Web Tech Service, this Work Schedule information is used to validate whether that Technician should be accessing the Web Tech Service.

d.Skills tab - Ü One or more Technician Skills should be assigned to each Technician using the Employee Form Skills tab on the Employees Form.

e.Rates tab - Ü This must be completed when starting either the Service Tracking System or the Inventory Tracking & Job Costing System modules.

f.The Employee must be assigned the Type of Technician (or All) before the Rates tab can be accessed.

g.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.

h.Optionally, the Tech/Sale Module tab - This information is entered as part of the preparation required for using the Web Tech Service.

 

D. Service Tab on the MKMS Desktop

 

HelpFilesServiceTab

Service Tab on the MKMS Desktop

 

1.Quick Access Menu - Opens the Quick Access Menu  

2.Auto Service - Automatically create the required Work Orders for each of the Recurring Services defined for a selected Period.

3.Tech Schedule - Accesses a comprehensive Technician scheduling tool

4.Technician Status - Allows any User (Scheduler, Service Manager, Central Station Manager, etc.) to maintain an up-to-the-minute view of the work status of each of the Technicians on duty, by allowing the appropriate User to make - in real time - updates to each Technician's work status

5.Quick Work Order - Provides a Work Order entry Form to initiate a Service Request from the Selected Subscriber.

6.Transfer Service History - Allows you to transfer the Service History from one Subscriber to another

7.Time Sheet - Allows you to make Time Sheet entries for Service Technicians

8.Search by Work Order - Opens a Fast Work Order Search dialog that allows a User to enter a Work Order Number and instantly view the standard, full length Work Order information.

 

E. Serviced Related Subscriber Options on Subscribers Form

1.Addresses - (Alternate Mailing Addresses) - Sometimes Subscribers - particularly those having multiple service locations - will required that Work Orders have a special Alternate Mailing Address which is not entered as the Subscriber's Premises Address in the Subscribers Form.  The Addresses Form is used to define that Address.

2.Installed Equipment - (Alarm System Components Installed at the Premises) - Provides a Form to identify detailed, item by item, descriptions of the Subscriber's installation

3.Insurance (Policy Information) - Provides a place to record the Subscriber's coverage and Insurance Agent and Carrier information, and for the production of an Alarm Certificate.

4.Recurring Service - (Setup) - This Form is used to defined the rules for the automatic generation of Work Orders for periodically mandated Recurring Service Requirements

5.Work Orders - Opens the full detail version (Long Format) of the Work Order Form.

 

F. File Menu's Service options Forms and Processes  

1.Run Automatic Service - Automatically create the required Work Orders for each of the Recurring Services defined for a selected Period.

2.Subscriber Search by Work Order - A Fast Work Order Search that allows you to enter a Work Order Number and instantly view the full standard Work Order information.

3.Work Order Invoicing/Review - Review, close out, document and bill those Work Orders that have been completed.

 

G. Service Tracking Reports - Data 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.

 

HelpFilesServiceTrackingReportMenu

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 Work Orders that will be generated for a specific month based on the Auto Service information you've entered.

6.Service Calls by Resolution - Provides the Service Manager with a comprehensive reporting tool for analyzing how and why Work Orders were Completed.

7.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).

8.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.

9.Subscriber Service Labels - Prints labels for upcoming Recurring Services.

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.Technician Schedules - Opens the Technician Scheduling Form from which Technicians Schedules may be printed.

13.Time Sheet - Time Sheet Entries are made as they occur and/or soon thereafter.  Then, 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.

14.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.

15.Work Order Detail - This report will provided a detailed History of Completed Work Orders for the period specified.

16.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.

 

Also, Subscribers with No Contract - Creates a list of those Subscribers with No Service Agreement, or with No Monitoring Agreement, or with 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

 

H. Other Options that are useful to know about and use within the Service Tracking System.

Monitoring - The Monitoring Sections on the Edit Tab of the Subscribers Form provides for the entry of each Subscriber's Central Station Monitoring related information.

Contracts - If this is a Monitored System, you should identify all of the types of Monitoring Contracts associated with each Subscriber.

 

What's Next?

Go to Service Options and enter the required information.

Then, complete the required Service Tracking Maintenance Entries