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Cemetery Undelivered Verification Project

Cemetery Undelivered Verification Project. Independent & Full-process Locations. Introduction Project Overview Understanding the Master Listing The Review Process Hiring and Training Temps. Agenda. Introduction. Importance of the Project Purchase price adjustment

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Cemetery Undelivered Verification Project

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  1. Cemetery Undelivered Verification Project Independent & Full-process Locations

  2. Introduction Project Overview Understanding the Master Listing The Review Process Hiring and Training Temps Agenda

  3. Introduction • Importance of the Project • Purchase price adjustment • Level of Scrutiny of Results • Subject to internal/external audit and SOX controls. • Delivery dates • Documentation • Procedures • Summary Memo

  4. IntroductionOffice Manager Time Commitment • Late January deadline • Location Admin involvement is required • Loc Admin must stay involved in the daily project work • Ultimate responsibility for accuracy and completion is yours!

  5. IntroductionPurpose • Ensure items listed in HMIS as ‘undelivered’ are not delivered. • Review physical files and other cemetery records for evidence of delivery. • Update HMIS for items identified as delivered.

  6. Project OverviewIndependent vs.Full-process Independent • Location Admin Review • Temps • Filer/Data Entry • Market Coordinator • Remote Full-process • Analyst Review • Temps • Filer/Data Entry • Analyst • Market Coordinator • On site

  7. Project OverviewRequesting a Change of Approach • If you think it is appropriate, you can request a change of approach • Examples: • Location Administrator is responsible for multiple “Independent” locations • Small “Full-process” location decides not to use an analyst • Contact your Market Coordinator for approval

  8. Master Listing Overview • Where to find it • Which version to use • What it contains • The different sections • Priorities • Headings Legacy No

  9. Master ListingWhere To Find It Master Listing is found on the SCI intranet

  10. Master ListingWhere To Find It

  11. Master ListingWhat It Contains • Contracts with items marked as: • Undelivered • Stored at vendor’s warehouse-20 • Stored on premises-30

  12. Master ListingVersions • Sorted by: • Purchaser Name • Contract Number • How are your files set up? • Alphabetical • Numerical • Lot number • Use your current cross-reference method

  13. Master ListingThe Different Sections • Location Review • At-need Contracts • High Value Contracts • Low Value Contracts Each section is individually sorted, either alphabetically or numerically.

  14. Master Listing Headings Legacy No

  15. Review Process Overview • Prepare for review and fax contract • Review files • Determine Item Changes • Code delivery status changes or contract corrections on Master Listing • Organize files by the type of change required • Complete Exception Worksheet & fax for any non delivery changes. • HMIS data entry of delivery information • Coding data entry complete on Master Listing • Delivery verification • Master Listing columns not used during Location Review • Resolving missing files • Physical inspection requirements • Sign-off

  16. Review Process1. Preparing for Review • Filer • Pull the files • Fax contract to 1 (866) 613-0021 • No cover sheet required • If contract number is not visible on the contract, hand write in the 12 digit contract number exactly how it is written in HMIS including location number.

  17. Review Process1. Preparing for Review • Group files with Master Listing page • Indicate missing files by writing “M” in the “Miss/Rvw” column on the Master Listing

  18. Review Process2. Reviewing Files • Reviewer • Confirm you have the correct file/contract • Find supporting documentation • Contract (If you have the file, but the contract is missing, record on Master Listing with an “M” in “Miss/Rvw” column) • Interment Order • Maintenance work order or old service request • Secondary documents (if required)

  19. Review Process2. Reviewing Files • What is a secondary document? • Master cards • Lot cards & lot books • Memorial order forms • Interment log • Storage listings or certificates • Property owner cards • Document review (testing) is mandatory • Contact your Market Coordinator

  20. Review Process3. Determine Item or Contract Changes • Undelivered • Stored-20 (Offsite) • Stored-30(On premises) • Delivered • Cancelled/Void • Other Changes -Action Requested of Burnaby Home Office

  21. Review Process4. Coding the Delivery Status • Current status is correct = X Legacy No

  22. Review Process4. Coding the Delivery Status • Stored = S (20 or 30) • Record actual storage date • Check vendor listing of stored markers • Estimating the storage date • Will cover in detail later Legacy No

  23. Review Process4. Coding the Delivery Status • Delivered = D (40 or 50) • Record actual delivery date • Estimating delivery dates • Will cover in detail later Legacy No

  24. Review Process4. Coding the Item Status • CI*=Cancelled Item • CC*=Cancelled Contract * Requires an Exception Worksheet to be completed and faxed. Legacy No

  25. Review Process4. Coding the Item Status • A*=Action request for other types of changes • Sales amount of an item is incorrect • Sales type is incorrect (At need or Pre Need) • Contract item is incorrect *These require an Exception Worksheet to be completed and faxed.

  26. Review Process4. Undetermined Status • Primary documents • Secondary documents • Physical inspection of the gravesite

  27. Review Process5. Organizing Files by Delivery Status • No action required —Current coding in HMIS is correct • Stack for filing • HMIS corrections required —Current coding is incorrect -Delivered, Stored, Cancelled, Change. • Stack and group for review & processing by location management • Need further review —Delivery undetermined • Stack and group with Master Listing pages for further review, physical inspection, etc.

  28. Review Process6. Complete CUVP Exception Worksheet • This is completed & faxed for all contract changes except for deliveries.

  29. Review Process7. HMIS Delivery/Undelivered Entry • Deliver items in HMIS using the appropriate delivery code • 20 merchandise stored off site • 30 merchandise stored on premises • 40 merchandise installed • 50 service provided • Use “99997” as the control ID number Stored items are highlighted in yellow. Don’t assume that they have been delivered completely in the system.

  30. Review Process8. Coding Data Entry Complete • Accuracy in data entry is critical! • Person entering the required action in HMIS must initial and date the Master Listing in the “Initial/Date Data Entry” column Legacy No

  31. Review Process9. Verifying HMIS Delivery • Print HMIS Product Delivered report daily. • Run the report by date range using the data entry date in order to capture the current day’s entries

  32. Review Process9. Verifying HMIS Delivery • Verify the following • Correct contract number • Correct item was delivered • Correct delivery date was entered Legacy No

  33. Review Process9. Verifying HMIS Delivery • Initial the Master Listing in the “Initials Del Verif.” column Legacy No

  34. Review Process10. Other Master Listing Columns • Comments • Use to record any pertinent information about an item • Columns not used for Location Review section: • Initials Rvw of Del • Initials / Date Sub Pass • QA Result • QA Initials

  35. Review Process11. Resolving Missing Files • Additional Sources of Information • Secondary documents mentioned earlier • Appendix G in training manual • Physical inspection of the gravesite • Exhausted search—what next?

  36. Review Process12. Physical Inspection Requirements • Physically inspect an average of 5 contracts per week during the project • Probe grave for outer burial container/casket • Visual of crypt/niche for sign of opening/closing • Visual of memorial installation • May be performed by General Manager, Loc Admin, Superintendent or designate, Mkt. Coordinator • Work around weather constraints

  37. Review Process12. Physical Inspection Requirements • Documentation • Record Physical Inspections on “Physical Inspection Report” • Complete information from Master Listing and property records • Inspector indicates status, signs & dates • File the Physical Inspection Report in the file • Make copies when multiple contracts are recorded on the same sheet • Write “PI complete” in the Master Listing “Comments” column for each item verified by physical inspection

  38. Review Process13. Master Listing Sign-off • Analyst Signature/Date • No signature required for the Location Review section • Write in “No Analyst” or “100% Location Review”

  39. Review Process13. Master Listing Sign-off • Management Signature/Date • Sign only after the entire sheet is complete • No date in the review rows can be after the signature date • Location Administrator or person completing the review must sign • Signer must be a Company employee Best Practice: Don’t sign until the end of the project.

  40. Hiring And Training TempsOverview • Leveraging your time • Hiring temps • Training temps • Supervising temps • Where to get help

  41. Hiring And Training TempsLeveraging Your Time • Using filers for the project • Using temps as backup for other tasks • Answering telephones, etc. • Be efficient • Pull a stack of files to work on at once • Be sure filers are pulling any documentation that is required in addition to the customer file • Keep pages together and organized • Any lost listing pages will have to be done over • Delegate • Focus on what only you can do

  42. Hiring And Training TempsHiring Temps • Independent Locations • Filer only • Full-process Locations • Contact Market Coordinator to determine need • Contact your Market Coordinator for information on where to get temps

  43. Hiring And Training TempsTraining Temps • Train • Importance of the project • Importance of accuracy in filing, analyzing & data entry • How to locate customer files • How to locate supporting documents • If you need help training your temps on how to use HMIS, contact your Mkt. Coordinator

  44. Hiring And Training TempsSupervising Temps • Supervise • Temps need to keep the LA/Analyst busy by having enough files for review • Check the work—Are the records being filed correctly after review? • Are they using their time wisely?

  45. Resources For Help • Coordinators • Remote Coordinator • Market Coordinator • Global Village (SCI Intranet site) • Applications—Cemetery Undelivered Verification • Pat Adams • Pat.Adams@sci-us.com • Juhli Farrell • Juhli.Farrell@alderwoods.com • Sara Beaves • Sara.Beaves@sci-us.com

  46. Resources For Help • Email questions for Q & A session to: • Pat.Adams@sci-us.com • Sara.Beaves@sci-us.com • Juhli.Farrell@alderwoods.com • Subject line: “CUVP Questions”

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