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- i -
Table of
1
1.1
1.2
2
2.1
2.2
2.3
2.3.1
2.3.2
2.4
2.5
2.6
2.6.1
2.6.2
2.7
2.7.1
2.7.2
2.8
2.8.1
2.8.2
2.9
2.9.1
2.9.2
3
3.1
3.2
3.3
4
4.1
4.2
5 S
6 C
7 IV
7.1 M
Contents
Standards .
General Sta
Performanc
Work Order
IVR System
On-Demand
On-Demand
1 Accep
2 Rejec
Scheduled
Scheduled
On-Demand
1 Check
2 Check
Quotation S
1 Do No
2 Quote
Invoicing S
1 Invoic
2 Paym
Service Res
1 Respo
2 Emerg
Other Key I
Remote Dia
Parts and S
Internet Ca
Certificate o
Insurance R
Sample Cra
Service Provi
Cracker Barr
VR Call Tree
Main Menu
.....................
andards .......
ce Standard
r Manageme
m Requireme
d Request fo
d Request fo
pting On-De
ting On-Dem
Service Req
Service Req
d and Sched
king In 5
king Out 5
Standards ...
ot Exceed/D
e Submissio
tandards ....
cing Procedu
ents 7
sponse Para
onse Parame
gency Requ
Items ..........
agnostics ....
Supplies .......
apability ......
of Insurance
Requiremen
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ider Score C
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e 14
14
.....................
.....................
s ...................
ent Standar
ents ..............
or Service N
or Service R
mand Requ
mand Reque
quests Notifi
quest Respo
duled Servic
.....................
DNE 5
n Criteria
.....................
ures 6
ameters .......
eter Guideli
ests for Ser
.....................
.....................
.....................
.....................
e ...................
ts .................
Certificate
Card Criteria
Provider Sign
......................
......................
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ds .................
......................
Notification ..
Response .....
est for Serv
est for Serv
ication .........
nse ..............
ce Technicia
......................
6
......................
......................
nes (Norma
rvice (After
......................
......................
......................
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......................
......................
of Insuranc
a 12
n-off Sheet
.....................
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.....................
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vice 3
ice 4
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an Activity ...
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al and Emer
Hours and W
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ce ..................
13
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.....................
rgency calls
Weekends)
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s) 8
8
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....... 1
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....... 1
....... 2
....... 2
....... 2
....... 3
....... 4
....... 4
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....... 5
....... 6
....... 7
....... 9
....... 9
....... 9
....... 9
..... 10
..... 10
..... 11
- ii -
7.2 A
7.3 C
dvanced Mo
Check Out
ode 15
16
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Standards
General Service Prov
All Service Prvailable to C
All Service Prr get writtenattached).
All techniciannd/or wear
All repair parquivalent. moking, usibjectionableervice Provervice Prov
All products ahe location uocal guidelinocations resroperty bas
PerformanAll Service Pry email or f
week. After hours ce returned t
All Service PrAll technicianhe IVR when
most of the tot their cell or all emergme period (
Resolution shection 2.9. me there is
All services/rnd codes.
A call must bmmediately revent the S
s
Standardsiders will coroviders wilCracker Barroviders wiln approval f
ns represent a uniform orts installed
ing alcohol oe behavior aiders must hiders must cand liquids upon complnes. serve the riged on emplo
nce Standroviders mufax and disp
calls not ansto the Facilirovider reprns must call n they arrivtime retailer phones). gency calls, (see table inhould be pro It is the Se a problem repairs must
be made to t for all issueService Prov
s omply with al adhere to rel and Facil carry insurfrom Cracke
ting the Serof the Servic by the Serv
or drugs, sleat Cracker Bhave licenseconduct a bidentified asetion of wor
ght to restrioyee past p
dards ust have thepatching tech
swered by atySource caresentatives into the Fae at the locars require th
techniciansn Section 2.ovided baseervice Providwith meetint conform to
the appropres that involvider from p
all terms andall OSHA gulitySource orance levelser Barrel on
rvice Providece Provider.vice Provide
eeping, verbBarrel locatioed techniciaackground cs toxic and/rk and must
ct contractoperformance
e capability ohnicians 24
dispatcher all center wis must checkcilitySourceation and behe Service P
s must arrive9.1) of reced on the Seder’s responng this criteo all local, s
riate coordinlve the possperforming t
d conditionsuidelines. Oor the locatis at the Crac any deviati
er must car
er must mee
bal or physions is strictns on staff check review/or hazardout be dispose
or employeee.
of receiving hours a day
(answeringthin 15 mink in and out
e fmPilot2 Wefore leavinProvider to u
e at the locaeiving the Reervice Responsibility to nria.
state, and fe
nator or on-sible loss of the work req
s of service OSHA reportion servicedcker Barrel sions from th
ry company
et UL standa
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e access to C
Requests fy, seven (7)
g service, panutes. t with the lo
Work Order sng the locatiuse the loca
ation withinequest for Sonse Paramenotify Facility
ederal laws,
-call coordin sales or issquested.
agreementsts must be md upon requespecificationhe specificat
y identificati
ards or
or other d. ired by law.contractors
e removed frderal, state,
Cracker Bar
for Service () days per
ager, etc) m
ocation. system usinon. (Note:
ation’s phon
the expectService. eters detaileySource any
regulations
ator sues that
s. made est. ns, tions
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s,
- 2 -
2
2.1 Each Serreasons. All entriebe enter All ETAs ETA timeis AM or ** Pleas
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IVR Systrvice Provid The PIN is
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are enterede will be ent PM.
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d as a six-ditered in two
workflow in S
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uirementsssigned a PI log onto the
mber (WEB keys – i.e.
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Section 7 fo
uest for Sbe using the
e all of their y to FacilityS If a locatioice, the Serll center. T
l call all servion of the OlitySource r that there iwill receive
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r Service is be attemptedphone solutictly using thk Order. If t the IVR sysd close-out closes out acomments ston. The Zeen. A Closein the eyes e business r
Standard
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B # or PM # #, *, etc.
– example . 01 for 1:0
r a full sam
Service Ne FacilitySou service neeSource. Theon contacts rvice Providehis is critica
vice issues in-Demand
representativs a service the Requesndor portal,rvice’s will b
er must call On-Deman
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accepted, td over the pon might be
he number othe problemstem (option (Zero Invoa call this wsection of thero Invoice e-out (Zero I of Cracker relationship
ds
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021413 for 00 and the p
ple of IVR c
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into the FacRequest forve. Facilityneed at a pst for Servic e-mail, or t
begin with “W
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the Service phone or if ae possible, ton the Requ
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IVR System
6-digit numb
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Provider direrect the loct billing and
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ce/Work Ordtext messagWEB-” then
urce or use tfor Service. vice within trce must be
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over the pho check out) quest for Seportant to exder and theund at the bflects positivFacilitySourence level.
m for security
ber, etc.) m
4, 2013. Thask if this ti
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d timely
call center. entered into then notify cation. The der via a prege/pager). the numeri
the fmPilot2 If the Servthe resolutioe contacted
etermines if visit is Provider cavice one, the Seror call
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- 3 -
2.3
2.3.1
f. The S(ETA)upon ResolServicimpac
g. If an in wittelephthat dthe losystem
On-Dema.
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Acceptia.
Service Prov. The ETA sby the locatution times ce Provider ct the Servicon-site visith the locatiohone systemday is compocation and tm.
and Requ When you
from Facilwork. If yreject the that an altto meet th
. Rejecting removed fpulls the RdispatchesService Prwhy you a
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below: i. Cli
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m upon arrivleted, the Sthe FacilityS
uest for Su receive an itySource, tyou are not Request foternate Servhe location's a Request ffrom activityRequest for s the Requerovider. Adare rejecting
emand Reaccept an O
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designated C
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ary 14, 2013
Estimated Tvice Providee: Target Covice Provideut understanrformance.) r will be req system viaer the servicrequired to
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ttom the em
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t you will berk Order wh Provider ansecondary when able, o
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er number 56). with the sammpted if theest (e.g., PM
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val reed es or the
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nter
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2.4 a. O
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d. AreacoZob
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2.5 a. W
pa
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2.6 Arrive at
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Work Order nach Requesesponsibilityhe specified
Any Scheduleeviewed by ny scheduleontact the sero Invoicer fax. The pusiness hou
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2.6.2
CompleteWork Oranother Proposalhas now Work Or Need Manew ETAdigit num(1) to up Follow-uthe followYou may
2.7
2.7.1 Request specified
technician shource fmPilo
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submitted
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Exceed (
1 TechSche
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2.8
2.8.1
(DNE) amoua.
b.
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mal quotationness day froese specifica: If the techechnician shCSR will conproved. e increase isy the technie DNE increaporary repaial quote on-
Quote Sons must be unless noted
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- 7 -
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- 8 -
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- 9 -
3 O
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- 10 -
4 C
4.1 I The Cert
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signed.
than:
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Co. OCS,
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- 11 -
4.2 S
Sample CCracker BBarrel Cerrtificate oof Insurannce
- 12 -
5 SPlease NCracker
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Providecard criteria
r Score are subject
Card Crt to change
riteria Exfor certain t
xample trades at thhe discretionn of
- 13 -
6 C Please p Type ofAfter HoRFS Non-EmfmPilot2AccountQuote DRFS Sta
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Cracker
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off Sheet
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below:
Providers, annd I
- 14 -
7 IV
7.1 M
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- 15 -
7.2 AAdvanceed Modee
- 16 -
7.3 C
Check OOut