The Cheesecake Factory, IncorporatedRestaurant Dashboard User Guide

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CONTENTS

Service Request Dashboard

• Introduction………………………………• What is ServiceChannel?.....................• What is a Work Order?.........................• Login……………………………………..• Getting Started: GM…………………….• Getting Started: Manager………………• Message of the Day…………………….• Getting Started: RFM, ADO or RVP………….• Create Service Request………………..

Request Service Screen……………..Potential Duplicate Work Order…….Troubleshooting Tip………………….Priority…………………………………Service Provider Rank……………….Confirmation…………………………..Top Procedures for Success……...…

• View Open Tickets……………………….• Add a Note………………………………..• Cancel a Work Order…………………….• View Work History………………………..• The Service Provider’s Role…………….• Top Procedures for Success…………….

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• Invoices……………………………….• Top Procedures for Success……….• Order Light Bulbs……………………• Dashboard Summary……………….

Main Menu

• Linked DashboardService Request……………………….• Invoices………………………………• Top Procedures for Success……….• Proposals……………………………• Top Procedures for Success………• Reports………………………………

1. Open & In Progress……………2. Completed Calls Only Report..(Following up with Notes).……….3. Accrual Report………………….4. IVR Compliance Report……….

• View Audited Invoices• Locations……………………………..• Service Providers……………………• Tracking WO/PO…………………….

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April 27, 2014

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INTRODUCTION

•

place repair and maintenance service requests

• view existing requests

•

view schedules and invoices about thework conducted in their restaurants

This Dashboard User Guide illustrates the steps restaurants take on the Dashboard to:

Although this is intended to be a solid overview of the system, you can direct restaurant-specific questions to your Regional Facilities Manager (RFM) who is your primary restaurant source regarding use of this Dashboard. If your RFM cannot solve the issue, then email your question to the ServiceChannel Help Desk at servicechannelhelpdesk@thecheesecakefactory.com

Go to http://cheesecakefactory.servicechannel.com

You can access ServiceChannel from any computer with web access so you do not have to be at the restaurant to manage your work orders.

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WHAT IS SERVICECHANNEL?

ServiceChannel is a technology that enables TCF and our contractors to partner more effectively through a single facilities website. This website will allow us to manage service requests, work orders, proposals and invoices. Why use ServiceChannel? It saves time and money.

• Streamlines communication so thatphone calls to service providers are rarely necessary.• Completely paperless system fromthe service request to payment of the invoice.• Provides complete control over workorders, proposals, preventative maintenance scheduling, equipment and asset management, service provider information, invoicing and payments.• System can be accessed remotelyfrom any computer.

• Restaurants no longer enter invoices, contactcorporate to pay providers, or complete the lengthy CapEx paper file/signature process.• Allows us to take action immediately: theevening manager can submit a service request immediately vs. leaving a digital note in the logbook.• Allows GMs to better manage dollars spent onrepairs through detailed history.• Provides quality, accurate financial reportingand will improve the budgeting process.• Your Service Providers will appreciate thestreamlined process that pays them more quickly.

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WHAT IS A WORK ORDER?

Right now, you may think of a service provider work order as simply a work slip that lists a vendor’s information, the work

performed, the charges, and a line for your signature of approval.

• the service request• communication notes about the work• various attachments, such as photos, documents, andsigned work slips• the invoice• the name(s) of the person(s) who approved the invoice• payment history

In ServiceChannel, every work order file is a comprehensive online file of information that contains:

From the moment a work order is created until payment has been made to the Service Provider, all information is captured and retained in this online file system for the life of your restaurant so you can reference the data in the future whenever you want.

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LOGIN

Type your pre-assigned User ID and Password in

the white fields then

click the Login button.

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GETTING STARTED: GM

When you log in as a General Manager, you will see the Track WO/PO screen:

1. Click Service Requests to access the Dashboard

2. On the next screen, click the grey Search button

3. On the next screen,click your red 4-digit restaurant number

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GETTING STARTED: MGR

When you log in as a Manager, you will be routed directly to the Service Request Dashboard.

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MESSAGE OF THE DAY

In the Service Request Dashboard, you may notice a message on the right side of the header.

This is called a Message of the Day and you may see messages from the Facilities Department regarding new procedures, service provider updates, and any other details regarding use of this system.

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GETTING STARTED: RFM, ADO, RVP

When you log in as an RFM, ADO or RVP, you will see the Track WO/PO screen:

1. Click Service Requests to access the Dashboard

3. On the next screen, click the grey Search button

2. Type the 4-digit restaurant number in Location ID

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CREATE SERVICE REQUEST

This Request Service screen will always appear first and is where you begin to create your service request. In the white fields below, you will go from the general to the specific to enter the necessary details step-by-step.

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CREATE SERVICE REQUEST

• Store Number: this field will automatically list your 4-digit restaurant number• Call Date/Time: this lists the current date and time• Full Name / Title: type your full name and title here• Area: use the dropdown to select the area affected• Problem Type: use the dropdown to select the most appropriate problem• Equipment: use the dropdown to select the most appropriate equipment• Problem: use the dropdown to select the applicable problem• Click the grey Next button to continue (or grey Cancel button to cancel)

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POTENTIAL DUPLICATE WORK ORDER

At this point, you may see a warning for a potential duplicate work order. This occurs when a service request for the same/similar issue has been recently created. This helpful warning allows you to review the past year’s existing work order(s) related to this service request then you can decide if you want to cancel it or proceed.

If this issue is a repeat of a previous issue, then you can check the box under Repeated Issue. You can click the grey Cancel button to stop or Next button to continue with the service request.

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POTENTIAL DUPLICATE WORK ORDER

When you click Repeated Issue, you will begin to create a recall work order that sets the not-to-exceed amount (NTE) to $0. (If you agree that this is a chargeable work order after the provider visit then use a work order Note to advise your RFM so he can reset the NTE.)

Although you will use this feature regarding recent work orders that were similar to the issue that you now have, you may also use this feature for warranty issues, too.

Some equipment in your restaurant may be under warranty, so you will also be able to create a recall work order for these issues, too.

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TROUBLESHOOTING TIP

As you take the next step to create your service request, you may see a Troubleshooting Tip. These tips provide instruction to help you with your service request . For example, a troubleshooting tip may ask you to contact your RFM before submitting the work order. Other tips may ask you to include specific information regarding a piece of equipment. Some tips will ask you to check something that may result in your ability to avoid creating the service request. Sometimes, the tip will act as a message (in red text) and instruct you to cancel the work order then call the telephone number listed.

After reviewing the Troubleshooting Tip, enter a complete description of the problem and all applicable model/serial numbers.

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CREATE SERVICE REQUEST

The information you entered on the previous screens pre-populates here

You have the ability to change the Priority using the dropdown:• Normal means that the service provider has one (1) business day to visit your restaurant andthat’s important to keep in mind if you are creating your request late on a Friday afternoon.• Emergency means that the service provider has two (2) hours to visit your restaurant. Whenyou create an Emergency work order, call your provider as a courtesy and give them the work order number. An alert of each Emergency work order will be emailed to your RFM and ADO so they are aware of these important issues.

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CREATE SERVICE REQUEST

After you have selected the Priority, you select your Service Provider. The providers for your restaurant are based on the trade and are ranked numerically. The request defaults to the Rank 1 provider (which should normally be used) but you may use the dropdown to select another provider on the list if you have already discussed it with your RFM. If you would like to change your providers and/or their rankings, your RFM can do this for you.

Enter a complete description of the problem and all applicable model/serial numbers. The last step allows you to attach a photo or document to the service request. Just click the grey Choose Files button to access the applicable file on your computer’s hard drive. You can e-fax a violation notice from your local government authority to your RFM and it will be emailed to you so you can attach it.

That’s it. Click the grey Submit Request button to place your service request.

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CONFIRMATION

When you have created your work order, you will see a confirmation with the Tracking Number . Remember, if this is an Emergency work order, please call your service provider to convey the urgency of the issue and give them the tracking number for their reference.

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TOP PROCEDURES FOR SUCCESS

Entering Service Requests

Objective: first time fix and meeting expectations

Provide detailed instructions in the description field for your service provider on every service request, including:• Parts that you know they will have tobring with them• Shipping instructions• Urgency/timeline with instructions ifyou don’t want a technician to visit during lunch/dinner, for example• Manager expectations• Photos, if necessary

Objective: assure that all emergencies are handled successfully

• Always call your service provider withthe work order number for emergency requests, especially those after hours• Make emergencies the exception –not the rule• Contact your RFM and ADO in anemergency situation, as/if necessary

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View Open Tickets screen summarizes all the open work orders that exist for your restaurant in an easy-to-view format.

Notice the color-coding for Open and In-Progress work orders. • An Open (red) work order means that a work order has been sent to the service provider buthas not yet been acknowledged/accepted by them.• An In-Progress (yellow) work order means that the service provider has accepted the workorder and will visit your restaurant to address the issue.

VIEW OPEN TICKETS

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VIEW OPEN TICKETS

You have the ability to sort by All, Scheduled Services or Requested Repairs.• All includes all Open and In-Progress scheduled and requested work orders.• Scheduled Services means work orders that are created by the Corporate Office and generateautomatically on a regularly-scheduled basis, including maintenance issues, such as HVAC PM visits, cooking equipment MyTech visits, landscaping visits, etc.• Requested Repairs are the individual service requests that you create on ServiceChannel,including issues, such as HVAC repair, plumbing repair, etc.

You can also click the grey Export to Excel button if you want to review and save this information separately. There is also an ability to sort by status, completion date, priority, scheduled date, tracking number, trade, and vendor.

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VIEW OPEN TICKETS

You can use your mouse

to click on one of the underlined

blue tracking numbers.

This opens a white bubble that includes

all basic information

about the work order.

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VIEW OPEN TICKETS

Notes are an important feature regarding your work orders. Click on the blue-underlined date in the right column to view Notes.

Notes serve as communication central from start to finish for each work order. (Notes are history. Notes are email.) Click the grey Add a Note button to add a note.

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ADD A NOTE

Date: this field pre-populates.Step 1: you will type your name and title here.Step 2: enter your note here.Step 3: use the dropdown to choose recipient(s). Multiple recipients can be selected by using the CTRLkey and your mouse. Use care so that you don’t select all recipients on the list.Step 3.5: add an attachment like a photo.Step 4: click the grey Submit button.

Now that you know the quick steps to create a note, how can you use them?• You can use the note as a diary to record the comments of discussion related to this workorder.• You can use it to email a question to any system recipient (on the dropdown list) regarding aspecific issue pertaining to the work order.• You can use it to attach a photo of a damaged item to the service provider so they betterunderstand the issue.

Keep in mind that your notes are transparent to other users that can access the work order and are part of a permanent record so use discretion in your wording to avoid unnecessary conflict or confusion.

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CANCEL A WORK ORDER

Date: this field pre-populates.Step 1: you will type your name and title here.Step 2: enter the reason for the cancellation.Step 3: use the scrolling menu to choose your RFM.Step 3.5: add an attachment like a photo.Step 4: click the grey Submit button.

There is one additional and important use of Notes: canceling a work order.

If you just placed a work order that you must cancel, enter a note to your RFM with all necessary details that justify the reason for cancellation. As a courtesy, please call your RFM too.

All notes remain for the life of your restaurant so history can be referenced.

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The View Work History screen is similar to View Open Tickets and includes all work orders regardless of the status. You can sort by All, Scheduled Services or Requested Repairs. You can sort work orders and choose 3-month, 6-month, or 12-month periods. As you can see, there is additional color-coding, too.• Open (red) means that a work order has been sent to the service provider but has not beenacknowledged/accepted by them.• In-Progress (yellow) means that the service provider has accepted the work order.

•Pending Confirmation is not a feature currently used by The Cheesecake Factory.• Completed (green) is a work order in which the service provider has visited your restaurant andcompleted the work.• Invoiced (blue) indicates that the service provider has created their invoice in the system foryour review and approval.

VIEW WORK HISTORY

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THE SERVICE PROVIDER’S ROLE

Now that you have learned the basics about work orders, let’s learn the service provider’s role in this process.

When you create a work order, the service provider receives an email alert with the details. They may accept or decline via email. Once they accept your work order, the status changes from Open(red) to In-Progress (yellow) status. If the provider declines the work order then it will go to your Rank 2 provider. (This rarely happens.)

When the technician visits your restaurant, he/she will use your office telephone to call ServiceChannel’s integrated voice response (IVR) which you can think of like a time clock. The technician will enter their information – pin number, work order number, and status -- to check in. This information is automatically updated in the work order that you will be able to see in the system.

Once the technician completes the work, he/she will ask for your signature on the work slip then will use IVR to check out. As soon as they complete the IVR process, your work order will transition from In Progress to Completed status. If used properly, the restaurant management will see only real-time status information.

Once in Completed status, your service provider will create their invoice in the system and attach a scanned copy of the signed work slip. You can then review/approve the invoice in the system.

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TOP PROCEDURES FOR SUCCESS

Work Order Management

Objective: keep all work files flowing

• Ensure that service providers use the IVR (integrated voice response) process so that allIn Progress work orders transition to Completed status. At that point, service providers may create their invoices on the system.• Compare the work slip to the IVR log in the work order.• Ensure Open work orders are acknowledged within one (1) hour.• Ensure that In Progress work orders are completed within one (1) day.• Ensure that Completed work orders are invoiced within three (3) days. Use the Notes tocontact the service provider about Completed work orders that have not been invoiced and are older than three (3) days.• Manage your work orders daily.

INVOICES

Click on the underlined invoice number to view the actual invoice. Service provider invoices always appear with the same formatting below because the provider creates their invoice directly in ServiceChannel.

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INVOICES

To view invoice attachments, go to View Invoice History and scroll down to the applicable tracking number or invoice number then click on the paperclip icon.

A white bubble then pops up so you can click on the attachment to open it.

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INVOICES

At the restaurant level, only the GM has the authority to approve invoices within company policy. All invoices that require additional approval will be routed by the system to obtain the appropriate approvals. For each invoice available to review/approve, click the grey GObutton. A new window opens below.

Edited By: this field pre-populatesCategory: this defaults to the appropriate choice but you can use the dropdown to change the category. (You must change the category for all CAPEX and Décor related invoices. See the CAPEX instructions on page 44 for more info.)Approval Code: this pre-populatesAction: you can approve, reject or put on-holdTrade: this pre-populatesDescription: enter a basic descriptionComment: enter a comment about the invoice with a clear justification if you reject it or put it on-hold and choose your words carefully as your service provider will read it.When you click the grey Submit button, the service provider will be notified of the action you have taken.

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INVOICES

The Audit feature, only to be used by the GM, allows you to mark invoices that you want to review later (even if you have already approved them). For example, you may want to audit all of your HVAC invoices for a certain period. By checking the box, you’ll then be able to create reports based on these selected invoices.

To find out more about running a report for audited issues, go to the Reports section later in this overview.

When should you put an invoice on hold? If you require the RFM’s involvement in the invoice. No invoice should left on hold longer than 6 days.

When should you reject an invoice? Examples include if the provider has not included sufficient detail in the invoice description, has not included the correct attachment(s), or has billed you the incorrect amount.

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TOP PROCEDURES FOR SUCCESS

Invoice Management

Objective: keep all invoices moving through the approval process

• Manage your invoices daily.• Ensure all invoices are reviewed and approved by you because, in the restaurant, only theGM has the authority for invoice approval. • Ensure that the correct category (GL code) is listed for each invoice.• Ensure that the signed work slip has been scanned and attached by the service provider.This excludes janitorial, landscaping, and various monthly invoices (such as, security, and bulk C02).• Ensure that the invoice includes a breakdown of costs and all part unit pricing. (This maybe included on the attachment(s) submitted by the service provider.) All CAPEX invoices will be denied if this is not present.• Taking the above actions will help expedite the invoice through the system for payment.• Don’t forget to check your completed work orders. If they have not been invoiced in atimely manner, follow up with the service provider.

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ORDER LIGHT BULBS

Clicking on the blue Order Light Bulbs link will open a new window that presents the Regency Lighting website.

On the Regency site, you can place your online order.

Once you checkout on their site to finalize the order, a work order will automatically be created in ServiceChannel the next day that you can then view in View Open Tickets.

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DASHBOARD SUMMARY

The Summary is a popular

feature on the Dashboard

because it offers you a snapshot of what is going

on in your restaurant. It

features a calendar with

color-coded numbers

adjacent to calendar days that represent

the type and quantity of

Open and In Progress work

orders.

Red-shaded numbers indicate your scheduled

services work orders that are automatically

generated, such as monthly HVAC PM

visits.

Blue-shaded numbers indicate the requested repairs that you have created and the date listed is the expected

date of service.

Click on any underlined number and it will take

you to those work orders in View Open

Tickets.

Check out the four bullet points above. You can click on the numbers next to each section

and that will take you directly to those work orders. You can review:• open requested repairs

• tickets scheduled for today• tickets completed yesterday•Invoices waiting for approval

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.

This concludes the review of the Service Request Dashboard and if you are a Manager or OST, you may stop here.

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LINKED DASHBOARD SERVICE REQUEST

The previous slides were an overview of the Service Request Dashboard. It gives you the tools to place service requests quickly and get a snapshot of what is happening in your restaurant.

Now, we’ll look at the website main menu which gives you a range of tools so you can look at issues about your restaurant more comprehensively.

Let’s start with Linked Dashboard Service Request. This allows you to reference individual work orders (of multiple trades) that are all related to one project.

For example, you may want to remove your Coca-Cola tower. First, create a work order to remove the Coca-Cola tower; then, go to that work order and click Create Linked Dashboard Service Request to create a related work order for your plumber.

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INVOICES

While you have the ability to process invoices on the Service Request Dashboard, you can use this menu to approve invoices as well. Just click Invoices.

Then click Process Invoices

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INVOICES

The left side of this screen offers you more filtering abilities than you had on the Service Request Dashboard. You can:• filter by Category• search by Invoice # and Work Order #number• select Invoice Status• select your Date Range• filter dollar amounts and types of invoices• view the report on screen, print it, or export theinformation to Excel

My Invoices only is checked by default to filter invoices that are waiting for your approval. If you are an RFM, ADO or RVP, you can uncheck this box to see all the invoices for your region/area.

April 27, 2014

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INVOICES

The right side of this screen allows you

additional filters, notably:• Trade

• ProvidersThis gives you the ability to search open invoices

for certain trades and providers.

Click the grey Retrieve Report button.

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INVOICES

For each invoice that you want to review/approve, click the grey GO button. A new window will open.

You should first review the service provider’s invoice by clicking on the underlined invoice number.

To view all information about thework, click on the underlinedwork order.

A new window opens and youcan then click on all informationand all individual attachments orrelated links.

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INVOICES

This is the service provider’s invoice and the formatting is always the same because the provider creates their invoice directly in ServiceChannel.

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INVOICES

Edited By: this field pre-populatesCategory: this defaults to the appropriate choice but you can use the dropdown to change the category. (You must change the category for all CAPEX and Décor related invoices. See the CAPEX instructions on page 44 for more info.)Approval Code: this pre-populatesAction: you can approve, reject or put on-holdTrade: this pre-populatesDescription: enter a basic descriptionComment: enter a comment about the invoice with a clear justification if you reject it or put it on-hold and choose your words carefully as your service provider will read it.When you click the grey Submit button, the service provider will be notified of the action you have taken.

At the restaurant level, only the GM has the authority to approve invoices within company policy. All invoices that require additional approval will be routed by the system to obtain the appropriate approvals.

The steps you take to approve invoices here are the same as used in the Service Request Dashboard so you can choose the method that works best for you. Overnight on Mondays and Thursdays, all invoices that have been approved by all levels in the system are exported from ServiceChannel into Lawson.

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INVOICES: RECLASSIFY CATEGORY

To re-classify an invoice to one of the categories below, ensure the invoice includes a breakdown of labor material, parts unit price, freight, etc. or it will be denied. When the invoice is approved, it is automatically routed to all appropriate approval levels, such as RFM, ADO, RVP. The categories below require Finance Approval.

Capital expenditures: additional building improvements, new or replacement fixtures or equipment items. Each item must have a useful life of at least 3 years and cost a minimum of $500 per part, excluding labor, tax & freight.

Décor expense: repair or maintenance costs incurred to keep restaurant dining and certain kitchen areas (visible to guests) in like new condition. Examples include decorative lighting, faux painting, woodwork, plants, tile work, ceiling tiles and upholstery.

Non Controllable expense: significant repair that exceeds $2500, due to unusual and/or infrequent visits

All non-controllable expense must be approved by the President, COO and/or SVP of Development. Examples include repairs due to a natural disaster (hurricane), repairs to tenants below (major leak), and major Freon leaks. If an invoice is denied reclassification, it be paid as an expense and a note will be sent through ServiceChannel.

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INVOICES: VIEW PAID INVOICES

To view paid invoices, click on Invoices then choose View Approved & Paid Invoices.

In the next window, choose Paid and define your date range and any other filters using the check boxes then click the grey Retrieve Report button.

Your results will appear in the next window.

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INVOICES: VIEW PAID INVOICES

To view the detail, click on the blue icon

You can see Approval History, Transfer History and Payment History (including the check number).

The first number lists the invoice amount. The second number is the amount paid. The final number is the balance to be paid.

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TOP PROCEDURES FOR SUCCESS

Call the service provider to explain that the invoice cannot be paid until submitted through ServiceChannel.

Keep a copy of these paper invoices until you see these invoices come through the system. At that time, you can discard them.

If the service provider is not a Facilities service provider then the invoice must be processed through ECOST/CrunchTime. You’ll know if a service provider is not using the system when a troubleshooting tip appears as you attempt to create a work order.

What should I do if do a service provider sends a paper invoice to the restaurant?All service providers must submit invoices through ServiceChannel or they will not be paid.

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TOP PROCEDURES FOR SUCCESS

How will this look on my proforma?

The Monthly Expenses tab will list the dollar amount of the ServiceChannel

invoices being coded to each GL category each week in the period.

You will also be able to see the total invoice amount for each GL category

from the Prior Period.

You can review your invoices in ServiceChannel in the Invoices section.

RFM’s have access to an enhanced Business Intelligence reporting tool.

Contact you RFM for additional comparative reporting (YOY, by Trade

and Category).

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TOP PROCEDURES FOR SUCCESS

Weekly Routine

• Have your OST run a Completed Calls report for work not invoiced.• The OST should use the Notes feature to follow up with service providers for completed

work orders that have not been invoiced. If the service provider does not respond to aNote then call the provider.

Monthly Routine

• On period-end Wednesday, calculate the dollar amount of the invoices approved onTuesday and Wednesday morning and enter in your Proforma.

All invoices approved through Thursday (the day after period-end Wednesday) will be applied to the previous period’s financials. The period-end GM routine is one of the most important parts of the financial side of ServiceChannel.

If the GM has approved invoices on Tuesday (the last day of the period) or Wednesday morning (period-end Wednesday), these invoices are not imported into the Proforma because they missed the Monday night cut-off. The GM has to calculate the total dollar amount of those approved invoices and enter manually into the Proforma.

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PROPOSALS

The most important point to remember is that every proposal must have a work order and all work over $2500 must have a proposal and RFM, ADO and/or other executive approval.

The Service Request Dashboard does not have a feature for reviewing and approving proposals. To view proposals that have been submitted by your service providers, click RFP's/Proposals.

On the next screen, click View/Process Proposals.

NOTE: Managers must submit a WO to request a proposal from any service provider.

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PROPOSALS

You can filter Proposal Status, Proposal Date; and, choose whether to view the results on screen, print it, or export it to Excel. You can also filter the Trade and Provider.

Click the grey Retrieve Report button.

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PROPOSALS

Your proposals will appear in a list and you can view the details of each proposal by clicking the underlined View.

It’s important that you review the details. If the service provider has not included a sufficient cost breakdown of labor, materials/part unit price, freight, etc., then reject the proposal so the provider can resubmit it with added details.

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PROPOSALS

Click the underlined Work Order number to view the actual work order.

There should be only oneproposal per work order. If there is more than one proposal, review each proposal and determine which best meets the description of your work order.

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PROPOSALS

To approve a proposal, click the dropdown, change it from Open to Approved then click the grey arrow button.

This opens a new window. If the proposal that you are approving pertains to the work order you just reviewed, then do not change the Post to originating Work Order default because the work order exists.

Click the grey Send button to approve.

Generate new Work Order on proposal approval is never used by The Cheesecake Factory.

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PROPOSALS

You can still change the Category and Priority, if necessary.

Add a comment for the service provider then click the grey Send button.

(Remember, your service provider will receive an alert that you approved this

proposal.)

Important: the Select existing Work Order dropdown is never used by The Cheesecake Factory. Please refrain from selecting this because it will cause disruption to the proposal approval process.

Generate new Work Order is never used by The Cheesecake Factory.

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PROPOSALS

Some proposals have dollar amounts that are above your signing authority.

If you attempt to approve these

proposals then you will see an error message.

Instead, click the grey Assign button. A new window opens and you can select the user, such as your RFM, who can review and approve the proposal. Selecting the user will automatically populate the E-mail address field. You can add a note, too. Click the grey Send button to finish the process.

Once a proposal has been reassigned to another user, the user name will appear.

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TOP PROCEDURES FOR SUCCESS

• If a provider attaches their proposal to an incorrect work order then reject theproposal and be sure to include a comment to the service provider.

• If a provider has attached more than one proposal on a work order then reject theadditional proposal.

• PM (preventative maintenance work orders) never require proposals.

• Additional work above $2500 requires a proposal on a new work order.

• Any open proposal that is older than 45 days should be rejected and the work ordercanceled if not completed. You can always create a new work order to have the service provider submit a new proposal.

• Your RFM receives an alert when proposals have been submitted by your serviceproviders so they are aware of these important issues regarding your restaurant.

• If you have approved a proposal that has escalated to your RFM, you can call orfollow-up with your RFM if he/she hasn’t reviewed/approved the proposal in a timely manner.

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REPORTS

The WO Reports feature allows you to view up-to-the minute information about the work conducted at your restaurant. For

this overview, we’ll focus on four reports:

• Open & In-Progress Calls

• Completed Calls Only

• Accrual Report

• IVR Compliance

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REPORTS: OPEN & IN PROGRESS

The Open & In-Progress Calls report features similar filtering choices to those you’ve already seen during this overview. Set your filters then click the grey Retrieve Report button.

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REPORTS: OPEN & IN PROGRESS

Extended status is another filter that you can use.

Extended status is used to provide a clearer picture about a work order. For example, the In-Progress (yellow) work order below has an extended status of Dispatch Confirmed.

Other extended statuses that you’ll often see include: deferred, on site, parts on order, parts shipped, proposal approved, RFP requested, waiting for approval, waiting for quote, and work order issued.

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REPORTS: OPEN & IN PROGRESS

You can review your Open & In-Progress work orders regularly to follow up on the progress. Click on the underlined Notes to communicate with your service providers and others regarding any lingering issues.

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REPORTS: COMPLETED CALLS ONLY

The Completed Calls Only report is identical to the Open & In-Progress Calls report but this includes only those completed work orders that may or may not have been invoiced.

To see all compl. calls, select the 4th date bullet. Blank From date field will retrieve Past 6 months. Choose No Ext. Status. Check the Exclude Invoiced Calls box. Finally, click the grey Retrieve Report button.

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REPORTS: FOLLOWING UP WITH NOTES

You can also add one general comment to follow up on more than one work order. Click the underlined Add WO Note to Several Work Orders at Once.

You can use the Notes to follow up and communicate.

Now, click the underlined number of work orders to open the next screen.

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REPORTS: FOLLOWING UP WITH NOTES

Check the boxes of the work orders in which you want to insert a note; type your general note (worded so that it can apply to each work order); then, click the grey Add Note button. In just a few minutes, you can follow up to as many as 200 work orders.

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REPORTS: ACCRUAL

The Accrual Report report features some different filtering as you can see at left.

To run your report, choose your date range then check each of the Exclude boxes.

Once you have made your choices, click the grey Retrieve Report button. Your results will then be exported to an Excel document that you can review/save, as necessary. This will show each completed work order with an average/estimate value for accrual purposes.

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REPORTS: IVR COMPLIANCE

The IVR Compliance report features similar filtering choices to those you’ve already seen during this overview. Set your filters then click the grey Retrieve Report button.

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REPORTS: IVR COMPLIANCE

IVR compliance is a bar graph report to illustrate the instances in which your service providers have effectively used IVR to check-in and check-out from your restaurant.

Clicking on an underlined number in

each bar will open all of the applicable work

orders in a new window so you can review as

necessary.

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VIEW AUDITED INVOICES

You may have checked the Audit box when reviewing invoices in the Service Request Dashboard or ServiceClick.

To view audited invoices, go to the main menu then:

• click Invoices• click Process Invoices

• in the new window, check the All box for Invoice Status• select the 4th date range bullet point• check the Marked for Audit Only box• click the grey Retrieve Report button

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LOCATIONS

The service providers and trades that you see when you are creating a service request for your restaurant are fed from what is contained in this Location section. Since your location id is pre-populated, just click the grey Retrieve Report button.

The next screen will tell you more and show you the provider list by trade.

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LOCATIONS

This is your list of basic information about your restaurant. Columns include your basic restaurant information, plus the trades and service providers selected for your location. Service providers are listed by rank and, although you cannot revise that list, you are welcome to discuss the list with your RFM who has the authorization to make any necessary changes. It’s helpful to review this information occasionally to ensure its accuracy.

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SERVICE PROVIDERS

Look up service providers by using filters, such as trade, city and state; or, use the dropdown to select the individual provider. Clicking on their underlined email link in the search results will allow you to send them an email.

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TRACKING WORK ORDERS

If you want to review individual work orders, enter one or more work order tracking numbers in the box, then click the blue Find button.

Click Track WO/PO on the blue Nav Bar