Pursuit of Excellence: Uptime Process

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What is the main goal of the UPTIME PROCESS?

To improve the quality of the vehicles

To reduce the vehicle's downtime (correct)

To hire more employees

To increase the number of vehicles sold

What is the first step in the UPTIME PROCESS?

Create an estimate

Verify the owning and using customer is correct

Collect the RO paperwork

The truck arrives at the dealership (correct)

What happens after the customer's case is created?

The truck is sent to the uptime area

The UPTIME PROCESS is explained to the customer (correct)

The customer is introduced to the dealership

The repair begins

What is the purpose of VDA?

All of the above Signup and view all the answers

Where is the RO paperwork delivered after it is collected?

To the designated spot with keys Signup and view all the answers

What is the last step in the UPTIME PROCESS?

The truck departs Signup and view all the answers

What should you do if you are unsure whether to create a customer account or not?

Check with your warranty administrator Signup and view all the answers

What is the purpose of the Quick Action Button called 'Check-In'?

To check in the truck Signup and view all the answers

What should be the follow-up time for Uptime Cases?

30 minutes Signup and view all the answers

What happens when you click 'OK' after checking in the truck?

The status is set to 'Checked In' Signup and view all the answers

Why is it important to avoid creating duplicate customer accounts?

It causes confusion and makes a mess in VDA and ASIST Signup and view all the answers

What is the alternative way to check in the truck if the Quick Action Button is not used?

Manual option without using the Quick Action Button Signup and view all the answers

What should you do if the customer is wrong?

Transfer the asset in VDA+ and use the Bill To Work around Signup and view all the answers

What happens if you click on the “Customer” Link on the left side of the screen and enter a new customer ID?

The customer ID will be changed for all the trucks in the fleet Signup and view all the answers

Why should dealers do their due diligence to verify ownership?

To follow the dealership process Signup and view all the answers

What happens if assets are moved in ASIST without updating VDA+?

The asset will move back to the incorrect fleet Signup and view all the answers

Why should you set the bill to customer to the correct customer in the existing case?

To avoid affecting the certified uptime center time requirements Signup and view all the answers

What could happen if you use the Quick Action buttons while the asset is still in the old customer’s fleet?

Email will be sent to the wrong customer Signup and view all the answers

What is an advantage of using pre-defined operations in the DMS?

It allows for reporting on specific operation usage Signup and view all the answers

Why may the times and rates get out of sync between ASIST and DMS?

Due to incorrect use of pre-defined operations Signup and view all the answers

What should the Final Service Advisor Review check in the Case?

The operations, Customer/Bill-to/Ship-to information, and Status Info field Signup and view all the answers

Who can be contacted to re-import codes from the DMS in order to synchronize them?

Decisiv Customer Support Signup and view all the answers

What is a disadvantage of using pre-defined operations?

It takes a little longer to search and add to the case Signup and view all the answers

What should the Final Service Advisor Review check on the left side of the case?

The information Signup and view all the answers

What information should be included in the “Comments” box when workflowing the case to the Uptime Area?

Any information that needs to be communicated to the Uptime Area Signup and view all the answers

How long does a technician have to determine whether the complaints are UPTIME repairs or ADVANCED repairs?

45 minutes Signup and view all the answers

What is the purpose of the advisor following up with the Foreman?

To ensure we are meeting the UPTIME time targets Signup and view all the answers

What should be done with the keys after they are collected?

Tag and place them in the key management system Signup and view all the answers

What should the advisor do if the customer calls before they are called?

Keep the customer updated on the status Signup and view all the answers

Why is it important to move the UPTIME process as quickly as possible?

To ensure the technician can start working on the vehicle within one hour Signup and view all the answers

What should be done with the tag or unit number during the check-in process?

It should be set as necessary depending on the DMS provider’s requirements Signup and view all the answers

Why is it important to verify warranty, campaigns, and recalls?

To login to VDA+ and check the vehicle's status Signup and view all the answers

What should the Department field indicate during the check-in process?

The type of case, whether it's uptime or advanced Signup and view all the answers

Who should initially set the Department field?

The Advisor Signup and view all the answers

When should the Asset Arrived time be set during the check-in process?

At the current time Signup and view all the answers

What should be set 30 minutes from the current time during the check-in process?

The Follow-up time Signup and view all the answers

What is the priority of billing requests in the UPTIME process?

Must be completed within 2 hours Signup and view all the answers

What should be done with the hard copy after reviewing all ASIST case information?

Take it to the advisor in charge of the case Signup and view all the answers

What happens when the customer picks up the truck?

The asset is toggled in-service Signup and view all the answers

What should be done if the 2-hour target is not met?

Note the RO and reason in the weekly meeting Signup and view all the answers

What should be done with the survey comments if the customer did not give a 10?

Share them with the UPTIME team Signup and view all the answers

What is the purpose of toggling the asset ready?

To attach the invoice to the case workflow Signup and view all the answers

What should be done with the customer record when an asset is transferred to a new owner?

Update the customer record with the new owner's information Signup and view all the answers

Why is it important to avoid creating duplicate customer accounts?

To avoid confusion and incorrect billing Signup and view all the answers

What happens when a truck is checked in using the Quick Action Button?

The asset is updated in ASIST Signup and view all the answers

What is the purpose of changing the owing customer in VDA+?

To ensure accurate billing and tracking Signup and view all the answers

Why is it important to update the customer information in VDA+ before 3pm EST?

To ensure accurate tracking and billing Signup and view all the answers

What is the benefit of using the Quick Action Button to check in a truck?

It updates the asset status in ASIST Signup and view all the answers

What should be done with the customer record when an asset is transferred to a new owner?

Update the owing customer in VDA+ Signup and view all the answers

What is the purpose of updating the owing customer in VDA+?

To prevent duplicate customer accounts Signup and view all the answers

What happens when the asset is moved to the correct fleet in VDA+?

The asset status is updated in ASIST Signup and view all the answers

Why is it important to update the customer information in VDA+ before 3pm EST?

To update the asset status in ASIST Signup and view all the answers

What is the purpose of verifying the customer information in VDA+?

To prevent duplicate customer accounts Signup and view all the answers

What happens when the customer information is updated in VDA+?

The asset status is updated in ASIST Signup and view all the answers

Why is it important to verify the customer information in VDA+?

To avoid creating duplicate customer accounts Signup and view all the answers

What should be done with the customer record when an asset is transferred to a new owner?

Update the customer record with new owner's information Signup and view all the answers

What is the purpose of setting the Asset Arrived time during the check-in process?

To track the asset's arrival time Signup and view all the answers

Why is it important to avoid creating duplicate customer accounts?

To prevent data duplication Signup and view all the answers

What should be done when creating a new customer account?

Verify the customer information in VDA+ Signup and view all the answers

What is the purpose of setting the Department field during the check-in process?

To indicate the type of case Signup and view all the answers

What happens when the customer picks up the truck?

Notify Customer that the truck is ready for pick up Signup and view all the answers

Why is it important to avoid creating duplicate customer accounts?

To maintain accurate customer records Signup and view all the answers

What should be done with the hard copy after reviewing all ASIST case information?

File the Hard Copy Signup and view all the answers

What is the purpose of toggling the asset ready?

To indicate that the truck is ready for invoicing Signup and view all the answers

What should be done if the 2-hour target is not met?

Make a note of it for the next weekly meeting Signup and view all the answers

What happens when the truck is checked in using the Quick Action Button?

The billing process is initiated Signup and view all the answers

Pursuit of Excellence: Uptime Process

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Questions and Answers

What is the main goal of the UPTIME PROCESS?

What is the first step in the UPTIME PROCESS?

What happens after the customer's case is created?

What is the purpose of VDA?

Where is the RO paperwork delivered after it is collected?

What is the last step in the UPTIME PROCESS?

What should you do if you are unsure whether to create a customer account or not?

What is the purpose of the Quick Action Button called 'Check-In'?

What should be the follow-up time for Uptime Cases?

What happens when you click 'OK' after checking in the truck?

Why is it important to avoid creating duplicate customer accounts?

What is the alternative way to check in the truck if the Quick Action Button is not used?

What should you do if the customer is wrong?

What happens if you click on the “Customer” Link on the left side of the screen and enter a new customer ID?

Why should dealers do their due diligence to verify ownership?

What happens if assets are moved in ASIST without updating VDA+?

Why should you set the bill to customer to the correct customer in the existing case?

What could happen if you use the Quick Action buttons while the asset is still in the old customer’s fleet?

What is an advantage of using pre-defined operations in the DMS?

Why may the times and rates get out of sync between ASIST and DMS?

What should the Final Service Advisor Review check in the Case?

Who can be contacted to re-import codes from the DMS in order to synchronize them?

What is a disadvantage of using pre-defined operations?

What should the Final Service Advisor Review check on the left side of the case?

What information should be included in the “Comments” box when workflowing the case to the Uptime Area?

How long does a technician have to determine whether the complaints are UPTIME repairs or ADVANCED repairs?

What is the purpose of the advisor following up with the Foreman?

What should be done with the keys after they are collected?

What should the advisor do if the customer calls before they are called?

Why is it important to move the UPTIME process as quickly as possible?

What should be done with the tag or unit number during the check-in process?

Why is it important to verify warranty, campaigns, and recalls?

What should the Department field indicate during the check-in process?

Who should initially set the Department field?

When should the Asset Arrived time be set during the check-in process?

What should be set 30 minutes from the current time during the check-in process?

What is the priority of billing requests in the UPTIME process?

What should be done with the hard copy after reviewing all ASIST case information?

What happens when the customer picks up the truck?

What should be done if the 2-hour target is not met?

What should be done with the survey comments if the customer did not give a 10?

What is the purpose of toggling the asset ready?

What should be done with the customer record when an asset is transferred to a new owner?

Why is it important to avoid creating duplicate customer accounts?

What happens when a truck is checked in using the Quick Action Button?

What is the purpose of changing the owing customer in VDA+?

Why is it important to update the customer information in VDA+ before 3pm EST?

What is the benefit of using the Quick Action Button to check in a truck?

What should be done with the customer record when an asset is transferred to a new owner?

What is the purpose of updating the owing customer in VDA+?

What happens when the asset is moved to the correct fleet in VDA+?

Why is it important to update the customer information in VDA+ before 3pm EST?

What is the purpose of verifying the customer information in VDA+?

What happens when the customer information is updated in VDA+?

Why is it important to verify the customer information in VDA+?

What should be done with the customer record when an asset is transferred to a new owner?

What is the purpose of setting the Asset Arrived time during the check-in process?

Why is it important to avoid creating duplicate customer accounts?

What should be done when creating a new customer account?

What is the purpose of setting the Department field during the check-in process?

What happens when the customer picks up the truck?

Why is it important to avoid creating duplicate customer accounts?

What should be done with the hard copy after reviewing all ASIST case information?

What is the purpose of toggling the asset ready?

What should be done if the 2-hour target is not met?

What happens when the truck is checked in using the Quick Action Button?

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