Warranty Work & The Process

I have a list in work tickets I look at every morning which is all tickets completed in the last two months that have some kind of warranty cost: time, material, whatever. I keep that list as small as possible by manually changing the complete dates of the tickets, un-completing and re-completing the ticket if necessary (sometimes order of operations means that even though the complete date is correct, T&M Calc just doesn’t happen properly for some costs. Uncomplete and recomplete fixes this), and if it must stay there, enforce accountability. The way we operate is the crew is always to say “no” in the mobile app when prompted if the job is complete, and the scheduler/expeditor marks it complete during time review when it’s actually complete. Doing it this way, combined with oversight using a work ticket list, there really shouldn’t be warranty costs on tickets unless there’s a valid reason.

I have a list in work tickets I look at every morning which is all tickets completed in the last two months that have some kind of warranty cost: time, material, whatever. I keep that list as small as possible by manually changing the complete dates of the tickets, un-completing and re-completing the ticket if necessary (sometimes order of operations means that even though the complete date is correct, T&M Calc just doesn’t happen properly for some costs. Uncomplete and recomplete fixes this), and if it must stay there, enforce accountability. The way we operate is the crew is always to say “no” in the mobile app when prompted if the job is complete, and the scheduler/expeditor marks it complete during time review when it’s actually complete. Doing it this way, combined with oversight using a work ticket list, there really shouldn’t be warranty costs on tickets unless there’s a valid reason.

 

 

I like the multi-tiered approach here. Starting from training at the tech level to hit “No” when asked to be complete the work ticket to accountability of work at the scheduler/supervisor level. This I believe is a crucial part of the process since they own the ticket. The safety net with the work ticket list tops it all off-this is awesome! Thanks for sharing! 

I’d recommend making sure your T&M services are setup to require approval.  This setting on the service in the service catalog will move the work ticket to pending approval status and not complete when the ticket is marked complete from mobile by your crew in the field.  A manager can review these tickets from a work ticket list to ensure all the costs are applied and pricing is correct before completing and sending them to invoicing assistant to be billed to the client.

Couldn’t a quick ticket be made? You can’t complete time entry with a quick ticket so the guys would have something to clock into, then during the time entry process you have the ability to then reallocate everything on this quick ticket to an existing ticket which  can be made once someone is finally in office. Would this also help? 

​@JRosado 100%! My scenario definitely allows for that and I would agree there should be quick tickets used here so as to not allow for cost to get through without a review. 

I would say my question is posed more to instances where a ticket already exist and for one reason or another a PO wasn’t created or something occurred that would cause cost to go to warranty work even though those cost weren’t warranty cost. Just seeing what others are doing or if these even happens in your organization? 

 But I like the quick ticket answer and definitely is a solution!