Pardee Homes Corrigo System Training Part 1 – The Basics

1. Pardee HomesCorrigo System TrainingPart 1 – The Basics Instructor: Mark ChamberlinCorrigo Training Specialist

2. Who Is Corrigo • Rick Michaux – President • Saw spread of wireless access to data through Motorola experience • Previous experience in commercial property management • Saw the opportunity to provide a service Corrigo Basic Training

3. So What Is ? • “Corrigo does work orders.” • Corrigo = Latin: To make right Corrigo Basic Training

4. Other Clients 200+ Customers at Over 50,000 Sites Customers Include: Centex Homes K. Hovnanian Toll Brothers G. L. Homes Jack in the Box Taco Bell Marriott Nextel / Sprint Simon Properties BRE Properties Duke Realty Corrigo Basic Training

5. Multiple Markets • Nationally recognized leaders in • Home Construction • Commercial Property • Retail / QSRs • Field Services • Very flexible in meeting needs of service focused industries Corrigo Basic Training

6. Intro to Today’s Training • Managing Work Orders (WOs) are a shared task between the CSC and CSR • We will be showing you both sides of how this works to ensure the close team work you will need • Some of the work is done on the PC, other is done from the Blackberry. We will be showing you both sides Corrigo Basic Training

7. Responsibilities of the CSC • The Customer Service Coordinator (CSC) will get requests from Construction for inspections • Take requests for Warranty work form Homeowners (H/Os) • Refer out requests to CSR • Monitor WO statuses for problems • Resolve issues and reopen WOs • Monitor Purchase Order Process • Complete Work Orders Corrigo Basic Training

8. CSC Work Flow Diagram • Refer to the paper handout regarding this. Corrigo Basic Training

9. Responsibilities of the CSR • Accept WO assignments from CSC • Conduct onsite inspections, walkthroughs and evaluations • Assign work to subcontractors • Monitor work assigned to subs • Be accountable for progress of WO • Keep CSC desk updated on statuses of work being performed Corrigo Basic Training

10. CSR Work Flow Diagram • Refer to the handout for a copy of this document • Follow the flow of work depicted in this diagram Corrigo Basic Training

11. Understand how Corrigo can help you How you get to the info you need Entering Service Requests How the new work flow functions Integration with your existing systems PO / Invoice system How to manage the workflow process Introduction to reports, letters and surveys to H/O Today’s Agenda Walk away today knowing you can start using Corrigo to do your job! Corrigo Basic Training

12. How We Will Be Learning • Lecture / discussion of basic principles • Demonstrations of the system • Quick “Try It” opportunities on your assigned homeowner • Case scenarios to practice on to build competence • Lots of time for Q&A • Making mistakes… and learning from them Corrigo Basic Training

13. What is a work order? A Service Request • From Someone • For Someone else to • Do Something for them! Corrigo Basic Training

14. Who is this Someone? • Which Region are they from? LV, IE, LA, SD, etc. • Which Project are they a part of? Sabre Highlands, Sierra Estates, etc. • What is their specific Lot/Address? • What is the Homeowner’sName? Corrigo Basic Training

15. What is the Something? • What needs attention? • Why are we doing it? • Internal service request i.e. an inspection • H/O request (Warranty) • Where is it? Location / Room (Asset) • What is the Thing that is broken or needs attention? (Asset) • What Action needs to be done to fix it? (Task) Corrigo Basic Training

16. Who is the Someone who can help them? • Inspection/Evaluations: Who are the CSRs assigned to the project that can do inspections? • Sub Contractor: Who are the subs that the CSR has assigned to the work? Corrigo Basic Training

17. How Corrigo Manages This… • Corrigo is a webbased application that maintains a pool of data. • Your team can see the same data in real time from anywhere using either a PC or a BlackBerry. • The first thing we need to learn is how to talk to Corrigo. What is the terminology and jargon… (geekspeak) Corrigo Basic Training

18. Corrigo Terminology / Jargon • Things that are the same: • Home owners • Homes • Work Orders • Projects • Sub Contractors • Purchase Orders Corrigo Basic Training

19. The Differences • Assets = all of the various physical things that we warranty. There is a hierarchical order to these. • Teams = People assigned to the project to whom work can be assigned. Usually service reps or subs • Portfolio = A region of projects • Specialties = Types of Sub contractors • Parent Work Order = Primary Service Request • Example: PCI • Main WO is customer service request. • Child Work Order = Individual pieces of work related to the main work order that needs to be done. • Child work orders are the specific tasks that need to assigned out to subs. Corrigo Basic Training

20. Getting Started - Web • Login process • Case Sensitivity • Black Berry vs. PC • Click on the Corrigo web link (there is a shortcut either on your desktop or in your favorites) • http://training.pardee.corrigo.com/login • At the Corrigo login page enter • userID = first name and last name with no space (i.e. joesmith) • Password = “pardee” all lower case • Company = Training Pardee Homes (should already be there • Check the box “Remember my ID on this computer” • Click on “Sign In” Corrigo Basic Training

21. Your Homeowner for Today • Go to Homeowner Tab • Look up the LV-Acacia project • Select Search Show All Homeowners • The instructor will assign you two homeowners to work with today • It is important that you use only these two for assignments in class to avoid confusion and duplication of WOs in the system Corrigo Basic Training

22. Menu Bar Tabs • Work Orders – Used for tracking & creating SR’s • Assets – Search for specific Assets • User/Sub – Change your own password • Homeowner – Verify H/O information, search & create SR’s from H/O record, survey and letters • Reports – Access to standard reports • Financial – Review sub contractor invoices Corrigo Basic Training

23. Case1: Create Orientation WO • The CSC is informed by Construction that that a home is ready for an Orientation • They will setup the WO for the CSR • Unresolved items from the Walkthrough will be added to the parent WO as line items Corrigo Basic Training

24. Customer Lookup • Search Options • Search – General lookup. Select criteria from drop down list • Contact – H/Os name • Homeowner Request – lookup specific WO #s Corrigo Basic Training

25. Find the H/O Name • Use Search – Select “Name Contains” and enter the First or Last name. • Don’t use “Show All Homeowners” NOTE: If lot is not sold, or unoccupied then use Lot # (the homeowners name will be the word“Vacant”) Corrigo Basic Training

26. Open the Contact • Double click the name • This is the opening screen: Corrigo Basic Training

27. Verify Homeowner Information • Verify the name/address. Check the name and phone number • Click the name to edit details Corrigo Basic Training

28. Create Service Request • Create the Service Request by double clicking the HOs name • On the next screen clickREQUEST SERVICE Corrigo Basic Training

29. Try It! • Find the Homeowner’s name that you have been assigned • Start a Work Order for the Orientation at this home by selecting ServiceRequest from the HO detail screen • DO NOT go any farther! Corrigo Basic Training

30. Starting a New WO • The New Work Order screen appears • Select the Type of Work Order • NOTE: Eval is the default Corrigo Basic Training

31. WO Type Definitions • Evaluation – The most common for Warranty work • Historical WO – Brought over from the old system • Orientation – With the H/O • PCI/BackCheck – After the PCI • Planned – These are the routine 3/11 month inspections • Prep – Preparing home for walkthrough – punch list • Reimbursement - Reimbursable by sub • SpecialProjects – Work that is part of an internal need • Walkthrough – With the H/O • Schedule – Place holder to PCI followup Corrigo Basic Training

32. Defining Assets • Assets represent things that need some kind of action performed on them • Arranged in a hierarchy: • Home – Address / Lot # • Room – Living Rm., Kitchen, Garage, Exterior • Sub – Asset: Specific components – Sink, appliance, drywall • SeeHandout Corrigo Basic Training

33. Work Description • The Customer Information is already filled out for you! • Work Description Section • Select the ASSET • Two ways to select data: • Drop Down – Short List • Browser • Use BROWSER! Drop Down Browser Corrigo Basic Training

34. Assets • Selecting the ASSET from the Browser • You want to choose just the LOT since the Eval involvesthe entire home • And then OK Corrigo Basic Training

35. Tasks • We are now back at the New Work Order screen • Select the Task to be done at the home selected (Use drop down) • Select the typeofinspection Corrigo Basic Training

36. Description • The DESCRIPTION area • You can type a short comment regarding the inspection (Not required) Corrigo Basic Training

37. Disposition • This is a quick summation of what status the WO is in • These will help the CSC and CSR keep track of what is happening • For the Orientation wecan skip this for now Corrigo Basic Training

38. Update Workflow • Directly underneath the Disposition field is a button entitled “Update Workflow Settings • Click this and several fields auto update themselves in the next area Corrigo Basic Training

39. Priority – Is it an Emergency Specialty – Parent defaults to _Pardee Rep Assignedto – the Specific CSR ScheduledStart Appointment – If needed Assignment and Scheduling • DueBy – Auto • Duration – (Skip this) • Invoice – Assigned later by system • NotToExceed - Skip • Created - Auto • P.O. # - Assigned later by system Corrigo Basic Training

40. SAVE!! • Click SAVE to save the Work Order • If you don’t SAVE you will see this error screen • We are DONE! …At least for now Corrigo Basic Training

41. WO# Assigned • Once the new WO is saved, the screen will flash off and then on • You will see that a WO# has now been assigned in the upper left corner • NOTE: The First4Characters tell you which project the WO is from Corrigo Basic Training

42. Try It! • Set up your homeowner for an Orientation • Make some comments in the Description field Corrigo Basic Training

43. Once You Are Assigned a WO… • It is important to maintain good communication with the CSC • Corrigo allows for real time communication between the field and the office • It’s up to you to keep the information up to date and flowing Corrigo Basic Training

44. Pickup and Completion • When you save the WO on the PC, it is instantly sent to the BlackBerry • The CSR can “PickUp” or acknowledge that they have received it from either a PC or BlackBerry • You will see this in a couple of minutes. Stay tuned… Corrigo Basic Training

45. Case #2 - Warranty Evaluation • You get a call from your Homeowner • The ceiling light fixture in his master bedroom isn’t working • There is a bad AC outlet in the kitchen • His overall room temperature fluctuates by 5 degrees while on A/C • The Hot/Cold faucets are reversed in the Kitchen Corrigo Basic Training

46. Lookup the Homeowner • Refer back to our earlier discussion • Use the search function under the Homeowner Tab • Create a new Service Request • Make the Type Evaluation Corrigo Basic Training

47. NOTE: If Renter Occupied • If the owner is renting the home this is how it would look • What is different? Corrigo Basic Training

48. WO for a Renter • When you create a WO for service requested by a Renter you will need to change the contact • The (r) in front of the contact’s name indicates they are renting. In this case from Jackie Burns • NOTE: You can look up by contact name Corrigo Basic Training

49. Work Description • Assets are first – what is the issue? • Since the problem is electrical in nature, start typing electrical in the Asset box • Select Electrical (Bedroom – Master) • Mouse or Down Arrowto select Corrigo Basic Training

50. Browser More About Assets • You can also select Assets from the Browser view • NOTE: Doesn't show the path • Select Asset and then OK Corrigo Basic Training