Facilities Management System (FMS)

Facilities Management System (FMS)

Facilities Contact Center Learner Workbook

RELEASE 3.0

Starbucks Coffee Company Store Development Partner Development

All rights reserved. Printed in the USA

Acknowledgements

We hope this learner workbook will be useful both during and after your class. However, please be aware that the content in this guide may change. The most up-to-date procedures are located in the job aids that accompany this course. Published By Starbucks Coffee Company Store Development Partner Development 2401 Utah Avenue South Seattle, Washington 98134

Facilitator _________________________________________________________ My user ID / password (class) _________________________________________ My practice account (class) ___________________________________________

FMS Release 3.0

Facilities Contact Center Learner Workbook

Contents

MODULE ONE Getting Started in FMS! ........................................................................................... 5

Goals........................................................................................................................................................ 5 Why Is This Important?............................................................................................................................ 5

Overview ...................................................................................................................................... 6 Terms and Concepts .................................................................................................................... 7

Activity ? Facilities Terms and Concepts................................................................................................. 7 FMS Terms and Concepts....................................................................................................................... 8 Activity ? Navigation Job Aid! .................................................................................................................. 9

System Practice.......................................................................................................................... 10

Practice ? Get In and Look Around! ...................................................................................................... 10

Put It All Together ....................................................................................................................... 12

Activity ? FMS and Your Job ................................................................................................................. 12

Review........................................................................................................................................ 13

Activity ? How's Your Foundation? ........................................................................................................ 13

Notes and Quotes....................................................................................................................... 14

MODULE TWO Creating and Completing Work Orders ............................................................... 15

Goals...................................................................................................................................................... 15 Why Is This Important?.......................................................................................................................... 15

Overview .................................................................................................................................... 16 Terms and Concepts .................................................................................................................. 17

What's a Work Order? ........................................................................................................................... 17 Activity ? What Makes Up a Work Order? ............................................................................................. 17 How Is a Work Order Dispatched? ........................................................................................................ 18 How is a Work Order Completed? ......................................................................................................... 19 Activity ? Completion Notes................................................................................................................... 19

System Practice.......................................................................................................................... 20

Practice ? Create a Work Order ............................................................................................................ 20 Practice ? Dispatch a Work Order ......................................................................................................... 21 Practice ? Complete a Work Order........................................................................................................ 21

Put It All Together ....................................................................................................................... 22

Practice ? A Clogged Sink! .................................................................................................................... 22 Practice ? A Clogged Sink! (Cont.) ........................................................................................................ 23 Practice ? A Warm Food Case! ............................................................................................................. 23 Practice ? A Warm Food Case! (Cont.) ................................................................................................. 24

Review........................................................................................................................................ 25

Activity ? Work Order Process Scramble .............................................................................................. 25

Notes and Quotes....................................................................................................................... 26

Starbucks Coffee Company

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Facilities Contact Center Learner Workbook

FMS Release 3.0

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Starbucks Coffee Company. All rights reserved. Printed in the USA.

FMS Release 3.0

Facilities Contact Center Learner Workbook

MODULE ONE Getting Started in FMS!

You're about to journey into the world of retail store Facilities and the Facilities Management System (FMS), learning:

New terms and concepts related to retail store facilities and FMS. The basic processes that you'll work through daily in your job. The basics of using FMS, including logging in and out, working with parts of the screens, and

querying.

Goals

At the end of this module, you'll be able to do the following: Describe why learning about "facilities" and navigating FMS is important to you and others. Define acronyms, terminology, and concepts related to navigating FMS. Describe "the big picture" of how you'll be working in FMS. Log in and out of the system. Describe the parts of the system, using FMS terminology. Locate and identify the main screens in which you'll be working. Identify and describe the types of fields available on FMS screens. Locate and describe the basic purpose of a work order and activity. Perform basic queries. Describe how to change your user preferences. Describe the tools and resources available to help you navigate FMS.

Why Is This Important?

Knowing about the world of "facilities" and how to get around in FMS is vitally important to your job. What you'll learn in this module will provide you with a foundation for just about everything you do in your job role.

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