Using the Service Manager Workbench

The Service Manager Workbench is designed for a manager to monitor sales team quotes, billing preparation and review, customer satisfaction, expense approval, and general resources.

By default, the Service Manager Workbench utilizes these critical numbers:

  • Mean Time to Repair
  • Percent Margin PTD
  • Number of SROs to be Quoted
  • Average Elapsed Time to Repair
  • SROs Awaiting Parts
  • Labor Utilization
  • Percent Margin

Buttons

Use these buttons to open other forms:

  • Prepare a Quote: Click this button to open a navigation form that provides access to quote template, pricing adjustments, and paperwork generation.
  • Perform Billing: Click this button to open a navigation form that outlines the steps that are common when preparing an SRO for billing.
  • Resource Management: Click this button to open a navigation form that lists the general resource maintenance tasks.
  • Adjust Service Pricing: Click this button to open a navigation form that shows a diagram of where pricing is pulled from for service work performed.
  • Expense Approval: Click this button to open a navigation form that defines the expense approval and denial process.
  • Collect Credit Card Payment/Pay with Credit Card: If the credit card interface has been licensed and installed, this button is displayed. Click this button to open a form that collects credit card information for authorization and payment.

Critical Numbers

The standard Service Manager Workbench provides six system-level critical numbers. To better understand a critical number calculation, right-click on the gauge and select Setup to read the calculation definition on the Critical Numbers Setup form for the number in question.

To change the critical number that is displayed, right-click on the gauge and select Critical Number, then select a different number.

To alter the type of gauge, right-click on the one you want to change and select Display Type.

Options

Select from these options:

  • Most Active Items: Select this radio button to list the items that most frequently have work performed against them.
  • Problem SROs: Select this radio button to list previous SROs related to resolving the same issue.
  • High Volume Customers: Select this radio button to list the customers who have done the most business year-to-date, in service.
  • Top Partner Closers: Select this radio button to list partners who closed the most SROs month-to-date.
  • Top Performing Partners: Select this radio button to list partners who generated the most revenue month-to-date.

Service Order Grid

The SRO grid drives the bottom half of the form. Use the standard toolset toolbar to manipulate the SRO data; Filter-in-Place functionality is supported.

The columns in the grid are standard SRO fields. To maintain the fields of the SRO, right-click in the SRO number column and select Details. Use the online help of the Service Orders form to learn more about each field.

Note: User extended tables (UETs) are supported within the SRO grid.

Utilization

This service order-specific critical number shows the average percentage of utilization for Service Orders for a given date range.

Margin Percentage

This service order-specific critical number shows the average percentage of margin for Service Orders for a given date range.

Note: Use the horizontal slider bar between the Service Orders grid and the data details to adjust viewing. Move the slider down to increase the number of rows visible in the Service Orders grid. After filtering the item data, review the results if all rows are presented on the screen without needing to scroll up and down. After you have selected the SRO against which you want to view detailed data, move the slider bar up to increase the space allotted to show more rows in the data detail view.

Additional Options

Select from these additional options on the form:

  • Line/Oper: Select this radio button to list operations within their respective lines.
  • Transaction Detail: Select this radio button to show all transaction information for each SRO/line/operation.
  • Transaction Analysis: Select this radio button to show estimate, planned, and actual values in a flat structure providing cost, price, and margin-derived columns for analysis.
  • Outstanding Loaners/Exchanges: Select this radio button to list a service order if it is tied to overdue loaners or exchanges.
  • Invoice History: Select this radio button to show invoice activity tied to the SRO.
  • Reason/Resolution: Select this radio button to show reason and resolution records associated to the SRO.
  • Prior SRO: Select this radio button to see how many previous service orders have been created for a similar issue.
  • Reimbursements: Select this radio button to show reimbursement transactions for the service order.
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