Untitled Quiz

Lowe's Abbreviations and Terms

• LD: Refers to Lowe's Delivery, indicating the delivery of products.
• PO #: Represents Purchase Order number, used for tracking orders.
• MOD: Stands for Manager on Duty, the manager responsible during a specific shift.
• NCR: Means No Call Required, indicating no follow-up call is needed.
• MJA: Represents Multiple Job Awareness, a concept for tracking various job tasks.
• Job: Installations completed in one day by an Independent provider.

Systems and Management Terms

• IMS: Installation Management System, used for managing installation processes.
• Genesis: Lowe's operating system for estimate generation, sales transaction completion, inventory status updates, pricing, receiving, and returns.

Product and Delivery Information

• GDO: Short for Garage Door Opener, a specific product category.
• ICB: Inter-company Billing, involving transfer of products between stores for customer service.
• In-stock: Indicates products available at the store.
• Express: Refers to in-stock items like dishwashers, carpets, and air conditioning units.

Timing and Financial Terms

• ETA: Estimated Time of Arrival, predicting when a delivery will happen.
• GL: General Ledger, a complete record of all financial transactions.

Installation and Service Terminology

• IWNB: In Warranty Non-Billable, costs covered under warranty that are not charged to the customer.
• ISST: Installed Sales Selling Tool, assists in selling installations.
• Exception: Additional payment made to an Independent Provider beyond regular billing.

Management and Support Roles

• DISM: District Installation Support Manager, oversees daily operations of installation support teams.
• DMIS: District Manager In-Home Services, responsible for onboarding Independent Providers.

Delivery Categories

• DD: Direct Delivery, signifies product delivered directly by Lowe's vendors.
• Detail: Specific measuring and evaluation scope sold to a customer for contractor assessment.
• CW: Carry With, indicating products taken home by customers at the time of sale.
• DC: Distribution Center, where merchandise is received and dispatched to stores.

Job Management Processes

• Change Order: A modification to a job already in progress.
• CCIC: Customer Care Incident Center, where incidents are recorded for unsatisfactory service experiences.
• CCI: Customer Called In, denoting direct calls from customers.

Customer Interaction Procedures

• Call 1: The first call made by the Coordinator to thank the customer and set job expectations.
• Call 2: The follow-up call to confirm schedules and review expectations.

Shipping and Claims

• BOL: Bill of Lading, detailing goods included in a shipment.
• ATR: Add to Rotation, involving the addition of an Independent Provider into a store's provider rotation.
• ASM: Assistant Store Manager, supports the Store Manager across various functions.
• Claim: Created for products deemed defective after installation inspections.
• COC: Certificate of Completion, signed by customers to confirm job completion.
• COV: Customer Opportunity Visit, requested for unresolved disputes or quality inspections.

Sales & Installation Types

• Omni-channel: A multi-channel approach for seamless customer experience.
• Type 1 Installation: Lowe's provides the product while a third-party Independent Provider supplies labor.
• Type 2 Installation: Both product and labor are provided by a vendor, with installation sold by Lowe's.
• Work Order: Document generated for customer issues necessitating job site inspections.