(START)

Receive Alert from FROST

• via email / WS

• Cut off 3pm for next day fulfillment.

Admin Print DLO or S/O. Hands over to ops sup

OPS sup plans for ops staff & veh to fulfill cust request

[Service completed]

ops staff informs either Mervyn or admin job completed

admin records service completed into excel for weekly reports

• manual entry

Consolidate monthly no. of entry & manually key into AutoCount

Invoice generated from autocount to send customer

Prepare monthly excel file

• & any other reports & calibration certs

(END)

email customer invoice & support docs

(Start)

Receive Alert fridge issue

• WS / call from customer

Ops sup respond to customer. Sends ops staff to customer site for investigation

• sending staff based on last known location, whoever is closest to customer.

Ops staff opens 'service report' receipt: date attended, issue, item fixed, parts replaced, etc

• s/n REI

• take photo

Ops staff attempts to resolve the issue

• informs through WS

Inform ops sup to send another more qualified tech to investigate

Case-by-case assessment

Ops staff fills service report on services rendered. Informs ops sup job completed (cust)

• take photo

• itemized service done

• itemized parts replaced

Ops return to office & pass service report to admin

Admin looks for customer folder in desktop for patient file. Enters record into patient file

Enters info to AutoCount & generate invoice

Admin sends invoice to customer (END)

(Start)

Scheduled maintenance, contract term w/ customer

• Isotank & ceiling monthly

• Butler Box 6 months

Ops sup plans maint based on 'feeling'. No hard schedule

Informs customer on day of maint (1 day advance for Isotank)

OPS staff performs maint

Refer to (2)