Facilities Management System (FMS)

[Pages:26]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

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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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Facilities Contact Center Learner Workbook

FMS Release 3.0

Overview

You'll be performing the following tasks in your daily work, generally in this order. The remaining modules in this workbook guide you through learning the details of each of these tasks.

What kinds of tasks does the FCC handle every day?

Take incoming calls from store partners, field partners, and service providers.

Log caller requests for store service (called work orders) in FMS.

Troubleshoot store issues and attempt to resolve them over the phone.

Dispatch service providers for store issues that can't be resolved over the phone.

Note any further actions (called activities) related to work orders or other calls.

Make outbound calls related to store issues.

Document the completion of work done in the stores.

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

FMS Release 3.0

Facilities Contact Center Learner Workbook

Terms and Concepts

There are two categories of terms and concepts that you'll need to understand to perform your daily work: Facilities terms and concepts FMS terms and concepts

Activity ? Facilities Terms and Concepts

DIRECTIONS:

After viewing the "Facilities" presentation, match the left column of terms with the explanations on the right (draw lines). If you need help, use the glossary at the back of this workbook!

Facility

Equipment

Repair and maintenance (R&M) Service provider

Equipment technician Field partners Store partners

Starbucks employees that support, but do not work in, the stores, made up of: equipment technicians, facilities supervisors, area facilities managers, facilities managers.

A Starbucks partner who is dispatched as a service provider for a store's beverage equipment (not facilities-related issues, such as plumbing or repairs to the store interior).

Starbucks retail employees, made up of: store managers, shift supervisors, baristas.

Work done in the stores to fix issues with severity levels of emergency, urgent, non-urgent, or planned/preventive maintenance.

Anything in a store that can be plugged into a wall, related to the beverages Starbucks sells; for example, brewers, grinders, water filtration systems, etc.

A vendor who performs the facility or equipment repair/service.

The physical structure and workings of a Starbucks store; for example, walls, doors, windows, plumbing, electrical, etc.

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Facilities Contact Center Learner Workbook

FMS Release 3.0

FMS Terms and Concepts

Following are the FMS terms and concepts you'll learn throughout the rest of this module by exploring the system first hand and completing several practices. Follow along as your facilitator introduces these terms and concepts through a demonstration. You'll log into the system and explore it for yourself next!

FMS Navigation Terms Main menu bar Tool bar Scroll bars Screens (form / list views)

Fields (text, applet, menu) Menu button Tabs (screen / form) Buttons

Hyperlinks Query

FMS Concepts

FMS uses technical terms to describe very simple concepts. Learning them is just a matter of relating some new words to things you're already familiar with.

Account = A Starbucks Store

Asset/Product = Store Facilities/Equipment

Work Order = A Request for Work

Activity = A "Note" Attached to a Work Order, Store, or that Stands Alone

Service Level = Timing Agreement to Complete Work

Dispatch = Send Out the Service Provider!

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