Overview • Management Introduction: – How & Why this initiative fits in the business – How important this is and that the participants should be honored & excited to be involved – Full support form leadership • Training Overview Procedure: – Instructor led, hands on, feedback • System Overview: – Show whole picture, – Orient call to the portion you are addressing today. • Concepts/Process overview: – What is a dispute? Escalation?, etc.? – High-level process map • Training: – Lecture – Hands-on – Exercises 25%
Transcript
Overview
• Management Introduction:– How & Why this initiative fits in the business– How important this is and that the participants should be
honored & excited to be involved– Full support form leadership
• Training Overview Procedure:– Instructor led, hands on, feedback
• System Overview:– Show whole picture, – Orient call to the portion you are addressing today.
• Concepts/Process overview:– What is a dispute? Escalation?, etc.?– High-level process map
• Training:– Lecture– Hands-on– Exercises
25%
SIX SIGMA ACADEMY
Resolver Training
Date
Trainer NameContact Info
Agenda
• Training Overview• Introductions• Metreq Overview• Resolver Concepts
• Cash Forecasting, Goal Setting, Assignment• Historical & Opportunity Based Goal Forecast• Point-In-Time Cash Receipts• Business Unit Impeded• Org. Level Assignment
• Unix OS• Web Based• Oracle Database and Application• Open & Closed Items• All Transaction Types• Incremental Feeds • Multi-Currency
• Standard Reports• Ad-Hoc Reporting• Formats – Excel, HTML, and ASCII text• Open and Closed Items• Vertical, Horizontal, and Fractional• Process Metrics
• Cash Forecasting and Goal Setting• Control Charts (USL-LSL) DSO, PD%, CEI, Sigma• Strategic, Operational, and Organizational• Root Cause PARETO• Cycle Time Analysis
Focused On DMS & Resolver FunctionalityFocused On DMS & Resolver FunctionalityFocused On DMS & Resolver FunctionalityFocused On DMS & Resolver Functionality
– Assigning a Causality Code– Item becomes “collectable” again and goes back to the CA Collections
Queue– If resolution of dispute requires Finance or Warranty action, a notification is
sent (e-mail) to the appropriate individual
• Escalation– Based on resolution due-date and $ thresholds– Escalation also triggered after a pre-determined number of reassignments
Process Overview
CA Assigns Dispute
DisputeAdded toQueue
ResearchIssue
Escalate(E-Mail)
Resolve(Causality Code)
E-Mailnotification
ResolvableNow ?
ReassignRe-assign ?
Escalate ?
YES
YES
YES
NO
NO
NO
Item RemovedFrom Queue –
Collectable
Remove From Queue – Add
To Other Queue
END
Objective Is To Correct Dispute And Collect Cash From CustomerObjective Is To Correct Dispute And Collect Cash From CustomerObjective Is To Correct Dispute And Collect Cash From CustomerObjective Is To Correct Dispute And Collect Cash From Customer
How Disputes Get Into Resolver Queue
E-Mail Notification
1. CA identifies Dispute item,( assigns Discrepancy code)
2. Dispute assigned to Resolver• Default by Dispute Code &
Business Unit (if identified in system)
• Salesperson (if passed form A/R system)
• Default resolver for Business Unit• Manual override by CA
3. e-Mail notification sent to resolver to inform them of added dispute. E-Mails sent as part of overnight batch process.
4. Dispute(s) added to Resolver’s queue. Queue creation part of overnight batch processing
Screen Walk-Through
Trainer NameContact Info
Accessing Metreq
• System Requirements• Site Administrator(s):
– Name, Number
– Name, Number
• Logging-In:– Start Browser
– URL: http://www.Metreq.com ???
– User ID
– Password
• Forgotten Passwords:– System creates and e-Mails temporary, new
Press “Login” Button when you are ready to log-in to Metreq
If you make a typing mistake and want to clear the form to start over, press the Reset button
If you forget your password, click on “Forgot Password”. The system will create a new, random password and mail it to your e-Mail account. You will have to create a new password as soon as you log onto the system with the temporary password.
URL (Web Page Address)
System Status Screen
Shows the status of the system and the most recent data file loads.
Press DONE button when ready to move on.
Everyone Stops At The System Status Screen … Awareness Of System Status Is CriticalEveryone Stops At The System Status Screen … Awareness Of System Status Is CriticalEveryone Stops At The System Status Screen … Awareness Of System Status Is CriticalEveryone Stops At The System Status Screen … Awareness Of System Status Is Critical
Information Only …No Action On This Page !
Information Only …No Action On This Page !
Resolver Queue Screen
Navigation Menus
Resolving for …
Customers in Queue Resolution Due Date
Sort Options, Sort Buttons
Main Resolver Screen … Used To Manage WorkloadMain Resolver Screen … Used To Manage WorkloadMain Resolver Screen … Used To Manage WorkloadMain Resolver Screen … Used To Manage Workload
Resolver Queue Screen
Demonstrate Functionality:
1. Use Sort Options & Buttons
2. Change Resolver Queues
3. Demonstrate use of Menus to Navigate
4. Double-Click ob Customer – go to Dispute Detail Screen
2. Check Transaction & Customer Comments as necessary to fully understand dispute
3. Research issue as necessary
4. Contact customer, resolve dispute
5. Resolve the dispute in Metreq:
• “Select” the item on the Collection Detail Screen
• Click on the List Of Values (LOV) box next to the Root Cause Code field
• Select a Root Cause Code from the LOV
• Click OK
• Click on the “Save” button at the bottom of the screen.
• The dispute is now resolved in Metreq.
Steps To Resolve A Dispute In Metreq:
1. Review item(s) in Dispute Detail Screen
2. Check Transaction & Customer Comments as necessary to fully understand dispute
3. Research issue as necessary
4. Contact customer, resolve dispute
5. Resolve the dispute in Metreq:
• “Select” the item on the Collection Detail Screen
• Click on the List Of Values (LOV) box next to the Root Cause Code field
• Select a Root Cause Code from the LOV
• Click OK
• Click on the “Save” button at the bottom of the screen.
• The dispute is now resolved in Metreq.
Resolver Re-Assignment
Demonstrate Functionality:
1. If dispute was erroneously routed to you, AND you know who it really belongs to …
2. Select the item(s) on the Dispute Detail Screen
3. Click on the LOV box next to the Resolver ID field
4. Select an item (resolver name) form the LOV
5. Click OK
6. Click the Save button at the bottom of the screen
7. The items selected are now re-assigned to the correct resolver. They will be notified of the additions to their Queue via the overnight batch/e-Mail process.
Demonstrate Functionality:
1. If dispute was erroneously routed to you, AND you know who it really belongs to …
2. Select the item(s) on the Dispute Detail Screen
3. Click on the LOV box next to the Resolver ID field
4. Select an item (resolver name) form the LOV
5. Click OK
6. Click the Save button at the bottom of the screen
7. The items selected are now re-assigned to the correct resolver. They will be notified of the additions to their Queue via the overnight batch/e-Mail process.
Escalation
• Cash = Business unit priority • Business pre-determined appropriate times to
resolve various disputes• Business pre-defined escalation path,
thresholds • Escalation triggers:
– # times reassigned– Resolution time– $ Amount of dispute(s)
Closing an Open Item
• Different that Resolving a Dispute• Collections (after resolving)• Cash Application• Closed Item• Re-disputed items
An Invoice Is “Closed” Only After The Customer Has Paid (Or Settled) The A/RAn Invoice Is “Closed” Only After The Customer Has Paid (Or Settled) The A/RAn Invoice Is “Closed” Only After The Customer Has Paid (Or Settled) The A/RAn Invoice Is “Closed” Only After The Customer Has Paid (Or Settled) The A/R
