PREVNEXTSUBMITMenuResourcesGlossaryNotesClear and return to MenuSearch ResultsFilterSlide TextNotesSearch in:Check to includeSearch...TermsDefinitiondefinitionresourcessearchpauseplayreplaysubmitnextpreviousvolumewelcome! vendor re-directs. take me to, canceled calls take me to re-directing work orders take me to warranty work orders redirecting a work order click on one of the boxes to the left to see each scenario. branch to affiliate affiliate to branch branch to affiliate affiliate to affiliate affiliate to branch affiliate to affiliate click to see this scenario click to see this scenario click to see this scenario re-directing a work order branch to affiliate vendor click to view a demonstration of each step if there are no costs change the division select the tech raise the tech nte send the po to the tech re-directing a work order affiliate vendor to branch click to view a demonstration of each step if there are no accrued costs change the division close the po sent to the tech remove the tech from the wo notify the branch that the wo is ready to dispatch update the notes re-directing a work order affiliate to affiliate no accrued costs click to view a demonstration of each step re-directing a work order affiliate to affiliate with accrued costs click to view a demonstration of each step you've reached the end of this module. vendor re-directs. what are some of the situations that we discussed that would lead an expeditor to cancel a work order? click all that apply a wo was entered twice in error. a customer submits a request but then resolves the issue before we dispatch a call. a wo was created for tracking purposes. the wo has accrued costs. the materials for the work order did not arrive in time. the customer points out that the tech should have corrected the problem on a previous call continue continue after a call has been canceled, who's dashboard will continue to monitor the call's activity? team lead expeditor billing rep branch manager nobody continue continue what is the keyboard combination to cancel a call? alt + f10 ctrl + f12 shift + del alt + del continue continue what is a "zero bill" work order? a call with accrued cost that we close without billing the customer a call that we bill the customer for the exact amount of our cost a call with no costs and no purchase orders a call that is under warranty continue continue how can we be sure a call has accrued costs? the yellow info/warnings box will say "costs accrued" we need to talk to the tech to ask if there are accrued costs. there will be notes in the call that tell us what costs have been accrued. check to see if we have issued a purchase order to the tech. continue continue if we cancel a work order after sending a po to the tech, what will happen when they send us an invoice? the system will still honor the po that we sent the system closes the po and will not process any invoices for payments against that po the system will issue a new po for the tech so that it can send a payment the system will send partial payment to the tech continue continue we need to cancel a wo that has been assigned to a branch, when we look at the system it is marked "n" for new. what steps do we need to take to cancel the call? click all that apply. cancel the call. call the branch and let them know. email the branch and let them know. issue a po to the branch. continue continue if we transfer a wo from a branch to an affiliate that has costs accrued, why is it important to transfer the costs? click all that apply. it gives us an accurate account of profit on the wo. keeps all of the expenses associated with the customer po in one place. it reminds the billing rep to bill for our initial time on site. it is less work for the branch the customer would be billed twice. continue continue true false the process for transferring a call from an affiliate to another affiliate is the same whether or not there are accrued costs. continue continue true false once a wo or po has been canceled or closed, there is no way that the system can reopen the wo or use the same po. continue continue warranty work order a tech needs to make repairs to an issue that potentially was not resolved properly on the original service call. warranty program a contract between fsg, the customer, and a lighting manufacturer to replace defective material. warranty work order replacing the ballasts that have failed while still under the manufacturer's warranty. warranty program a well-defined part of a larger over service contract. continue continue true false when talking to a tech about whether a call should be under warranty or not, you can always take the tech's word. continue continue the work the tech did on the first trip was an attempt to solve the problem, but it may not have been the correct solution. sometimes this happens and we have to attempt a different solution. who should cover the bill for this work order? the tech will need to make the repairs at their expense, they should have make the correct repair. fsg will pay for the repairs, it is our tech that should have made the correct repair. this is a billable work order and we will bill the customer for the time and material to make the additional repairs. the manufacturer will be billed to replace their faulty equipment. continue continue the work the tech did to make the repairs was the correct repair, but some other part of the system is not working correctly. who should be billed for this repair? this is billable work, we will need to request a new po from the customer to repair the issue. the tech should have fixed all of the issues on his first trip, the tech will make the repairs at their expense fsg is responsible for the tech that we hired we will absorb the cost of the repair the manufacturer is responsible for their own equipment. continue continue the work the tech did was faulty. he installed it incorrectly, used the wrong material or did not properly troubleshoot on the first trip. who should bear the expense of the repair the tech makes the repairs at his cost. fsg hired the tech and is responsible for the repairs. the customer should have communicated with the tech on the first trip, we will issue a new wo. fsg and the tech will split the cost of the repair. continue continue the tech supplied materials for a repair and the material has failed while still under warranty. who is responsible for coordinating the replacement of the materials? fsg always handles communications with the manufacturer. since the tech supplied the material, it is their responsibility. the customer bought the material, it is their responsibility after it is installed. the manufacturer should send their own repair team to resolve the situation. continue continue true false when we cancel a wo the system automatically cancels the po. continue continue true false if we cancel a call to a branch with the status of "assigned" the system will automatically alert the dispatcher and tech, you don't need to do anything further. continue continue true false if we reopen a closed wo, the system will automatically reopen the po. continue continue what is a situation where an expeditor becomes aware of the need to cancel a wo prior to issuing a po? an emergency work order is sent over but then resolved right away. the call is a warranty call. the tech is already on site for another call. the tech already has an open po on another call that we can add another call to. continue continue