Customer Service Standards

Navigation Path

Admin > BTService Setup > Standards > Edit

Add Standard Steps

1. Select the Add Standard link.
2. Enter Standard Name in data entry box.
3. Select Status from drop down menu:
   1. Inactive
   2. Active
   3. Default for Checklist Requests
   4. Default for Manually Created Requests
   5. Default for All Requests

   Note: Only one default status may be selected. Selecting a default status replaces the default status for a Standard with a previously selected default. If none is selected, user may select any active status standard for the subject request.

4. Select Save or Cancel to return to previous screen.

Edit Standard Steps

1. Select Edit link.
2. Modify selections from steps 1 - 3 above.
3. Select Save or Cancel to return to previous screen.

Navigation Path

Admin > BTService Setup > Standards > [Standard Name]

 Add Items

1. Select Edit Items link.
2. Select Add Item link.
3. Enter text for required Item Name.
4. Select Status of Required or Optional from drop down menu.
5. Enter duration of item in number of days.
6. Select Save or Cancel to return to previous screen.

Edit Items

1. Select Edit Items link, Edit link.
2. Modify Item per steps 2 - 4 above.
3. Select Save or Cancel to return to previous screen.

Order Items

1. Select Edit Items link.
2. Select Order Items link.
3. Hover over any Item line, drag and drop to desired order.
4. Select Submit button or Back to Items link.

Sub-Items Actions

Add, Edit, and Order Sub-Items per the steps defined above for Items.

Navigation Path

CS > Requests > [Request Number] > Apply a Standard link

CS > [Owner Name] > Create Request link > Default Standard applied

Notes

A Standard is applied to any open request:

• Manually applied at any time
• Automatically applied if the Request type fits the default setting:
  • for a checklist request
  • for manually created request
  • for all requests

Apply a Standard

1. Select Apply a Standard link [or create a request with a default Standard setting].
2. Select radio button from Available Standards list [active standards displayed].
3. Select the Save button.
4. Selected Standard is displayed at Standard sub-tab with Due Dates for all Items and Sub-Items, Type of Item [Required / Optional], Status, Completed Date, Completed By, Associated Documents link, and available Actions [Complete, Skip, Reopen]

Complete an Item / Sub-Item

1. From Standard sub tab, select Complete link.
2. Status displays Completed, today's date displays as Completed Date, and the current user's name displays as Completed By

Reopen an Item / Sub-Item

1. From Standard sub tab, select Reopen link.
2. Status changes to Reopened [indicating the Items / Sub-Item was once completed or skipped], Completed Date and Completed By fields are changed to blank.

Note: If a Required Item / Sub-Item has been completed, then is Reopened AFTER dependant [later] Items / Sub-Items have also been completed, the dependant Items / Sub-Items will automatically reopen.

Skip an Item / Sub-Item

Notes:

• Optional Items / Sub-Items:
  • may be skipped at any time without predecessor Items / Sub-Items completed
  • may not be completed without all predecessor Items / Sub-Items completed
• Required Items / Sub-Items:
  • may not be completed without all Required predecessor Items / Sub-Items completed

1. From Standard sub tab, select Skip link [Optional Item / Sub-Item only]
2. Status changes to Skipped.

Remove a Standard

1. From Request Detail screen, Actions box, select Remove Standard link.
2. All data is removed from Standard sub tab.

Print Request Standard Results

1. From Request Detail screen, hover over Print a Request Summary icon in Actions box.
2. Select Request Standard print form.
3. PDF report launches, displaying the Item name, due date, and complete date for every item in the standard for this lot.

BuildTopia recommends the following as a template the user can adopt to structure Item and Sub-Item dependancies. Duration determines the due date of the predecessor Item.

(See Normal Repair Cycle for a graphic display of the following structure)

1. Required Item: Initial inspection - 14 days [from applied]
2. Optional Item: 2nd inspection request - 3 days [from Item 1]
   1. Optional Sub-Item: Complete 2nd inspection - 40 days [from Item 1]
3. Required Item: Final inspection - 1 day [from Item 2]
4. Required Item: Builder notice to repair - 40 days [from Item 3]
5. Required Item: Homeowner response - 30 days [from Item 4]
   1. Optional Sub-Item: HO request alternative contract - 30 days [from Item 5]
   2. Optional Sub-Item: Alternative contract inspection - 30 days [from Sub-Item 5a]
   3. Optional Sub-Item: Presentation of alternative contracts - 45 days [from Sub-Item 5b]
   4. Optional Sub-Item: HO selection of alternative contracts - 20 days [from Sub-Item 5c]
6. Required Item: Repairs commence - 14 days [from Item 5]
7. Required Item: Repairs completed - 120 days [from Item 6]