Overview


The Service Levels page allows you to create all the distinct services your company provides with the ability to elaborate and define all the options and tasks relevant both to your service team and/or your customers.  Service Levels can be defined for services performed internally on your company assets, and/or can be configured for your customers to select from when requesting service from your company. Service Levels are based on the selections created in the Service Capabilities tab.



Workflow


To view and edit Service Levels click the "Service Levels" tab in the ADMINISTRATION module: 




Configuring Services

General 


The settings in the "General" tab will allow you to indicate the title of the service category, the visibility, the logistics, and other options. This information will determine what is visible to your clients or staff. 





Title: The title will default to the name of the Instrument Category plus the name of the Service Capability, however you may edit this field to say what ever you would like your customers to see when selecting a service level from this list of services. 




Visibility:  Select whether you would like this service to be publicly visible (i.e. available for your clients to select), internally visible (i.e. only available for your employees to select) or invisible (i.e. not available either internally or externally). 

 


Hint:
create "Invisible" service levels to set up newly offered services before they are released to the public, or if you are a life science company, use this setting to model services for your vendors and test these services in your own portal.


Logistics: Select the capabilities your company has to perform this service, whether you are able to perform these services on-site for your customers, in-house at your own metrology lab, as an emergency service at any time, or as a one time service.



Pre-Selections: Click these pre-selection options if you would the client or vendor that are generating work orders/service requests to be able to pre-select product specifications or parts & consumables.  If these options are not selected, the service team will still be able to add or edit these categories when fulfilling an order. 



Once the service level's "General" tab is completed to your desires, select "Save" to hold these changes and proceed onto the next step.  



Service Levels and Options


The second client-facing tab is the "Service Levels & Options" tab, which allows administrators to define capabilities in detail.

Service Options create rows, and Service Levels create columns: 





Add Service Level

 "Add Service Level" allows admins to specify Instrument Category or service sub-categories for added client clarification. For example, this is where you would differentiate between  Non-Refrigerated vs. Refrigerated or Calibration Standard vs. Calibration Plus, etc. The service level title should display what you would like your clients to see when selecting a services. 


IMPORTANT: The document number entered here should reflect the SOP used for this type of service.  This number will be displayed on the certificates you generate for your customers. If you have also added these documents to your Document Manager, please use the same reference number so that technicians will be able to refer to those documents quickly. 




 

Add Service Option

Service Options should be used to delineate the differences between each service level. To add an option to this list, click "Add Service Option." Name the option and select whether or not this option varies in price based on the instrument category (for example, you may charge more for speed calibration of an Ultra-Centrifuge than you do for a Bench-top Centrifuge).





Not all of the options added will be included for each of your different service levels. To customize the table based on your unique services, click on the word "Included", which will be the default for all options when initially added, and select from the "Availability"  drop down of the different possible settings. 







Using the example of Instrument Category of "Centrifuges" and Service Capabilities of "Verification & Calibration" this is what your Service Levels for "Non-Refrigerated" and "Refrigerated" centrifuges could look like with a variety of Not Available, Optional, Mandatory, and Included Service Options:





Add Parameters to "Optional" Services

To configure an optional value that is associated to specific measurement data you are able to associate parameters that will be enabled only when the option is selected. NOTE: For more information on how to add measurement types and configure measurement preferences, please review the instructions in the "Measurements"  and "Service Preferences" sections below.  




To add a parameter, click on the title of the Service Option:





In the Associated Parameters section, click "+Add Parameter" 

Use the drop-down menu to select from a list of all the Measurement Types configured in your Measurements Tab, select the appropriate parameter and the number of measurement points, additional points, or readings for that parameter and press "Add"







Press "OK" once all of the parameters have been correctly added. Also note that parameters tied to optional services should be left blank, or "N/A" in the Service Preferences tab. These options will only be enabled in the fulfillment screen when selected in the order. 



Tasks & Checklists

The Tasks & Checklist are used to outline procedures / steps that technicians must complete for assets with this selected Service Level. This tab may be particularly useful for Preventative Maintenance Services by giving administrators the ability to define requirements for technicians to indicate "As Found" and "As Left" status of each task as they go. Each "Task" added here will create a "Checklist" in the fulfillment interface based on what is Included, Optional, Not Available. Custom, or Mandatory for the selected Service Level.  The checklist with all indicated "As Found" and "As Left" values will be displayed on client reports. 


In the Tasks & Checklists table, Tasks create rows and Service Levels create columns.  Note that any service levels created in the previous "Service Levels & Options" tab will be displayed here, and vice versa.  The Tasks defined here add to the Options defined in the previous tab and provide added detail to your customers via certificates and reports. You do not need to duplicate service levels.  You may also choose to skip tasks and checklists all together.  





Add Service Level

"Add Service Level" allows admins to specify Instrument Category or service sub-categories for added client clarification. For example, this is where you would differentiate between  Non-Refrigerated vs. Refrigerated or Calibration Standard vs. Calibration Plus, etc. The service level title should display what you would like your clients to see when selecting a services. 


IMPORTANT: The document number entered here should reflect the SOP used for this type of service.  This number will be displayed on the certificates you generate for your customers. If you have also added these documents to your Document Manager, please use the same reference number so that technicians will be able to refer to those documents quickly. 





Add Task

Click "Add Task" to begin filling out your checklist for each service level.  Similar to the "Service Options" on the previous tab, you can indicate whether the task is Included, Optional, Not Available. Custom, or Mandatory based on the the Service Level. Name the task and select whether or not this option varies in price based on the instrument category (for example, you may charge more to change the gasket of an Ultra-Centrifuge than you do for a Bench-top Centrifuge).





In order to specify the availability of a particular service on the right hand side, click the green links indicated by the red arrow below. This will show customers whether that service is included, optional for extra charge, or not available. The "Not Available" selection might be utilized if the task is related to temperature, for example, but the service level is for a non-refrigerated unit. 





Rearrange Order of Tasks

The tasks will display on the checklist in the order indicated on this screen. To reorganize the individual tasks, use the adjacent up and down arrows. 





Measurements 

The measurement tab allows administrators to advise service technicians on which measurements they can make and with which tools, given a specific instrument category and service capability.





Clicking the "Add" button at the bottom of the page brings up a window allowing admins to adjust measurement parameters via the popup below. 





Editing Measurement Parameters

In the Measurement Points tab, you will be able to select the options for adjusting the number of measurement points and add additional measurement points per service level.  As well as select the measurement's quantity and unit, give the measurement a standard number of Measurement Points, add a Technique, and give the measurement points names..





In the Readings/Standards tab, you'll be able to select the ability to edit the number of readings, channels, and displayed or expected value per service level.  As well as give the measurement a standard number of readings, set how channels, reading logic, and value will be displayed, and how many tools can be used.





In the Display/Acceptance tab, you will be able to set what measurement readings will be displayed in your service order as well as set any Pass/Fail Criteria and Uncertainties/Guard banding.





In the Environment Variables tab, you will be able to set which environmental conditions need to be recorded for your service order.





Click "OK" after completing the previous steps, and the Custom Fields tab will become active.  In the Custom Fields tab, you will be able to enter text that will become part of the form description, select for this information to be displayed in the Pass/Fail Selector, and add a new field by clicking "Add new field" where you will be able to create custom areas on your service level for additional information that may need to be recorded, i.e. unit conversions or extra client or vendor tools used.




By clicking the three dashes under Name, you'll be able to give the custom field a title.  Under type, you will choose which type or how you'd like to record this data.  The width will set how many characters you'd like to allow entered in this field.  While the Default Value and Required fields will set whether this field is required to be filled out and what will be shown here if nothing it edited.  






Service Preferences

The "Service Preferences" tab allows system admins to specify the number of measurements that technicians must make for particular services. The "Measurement", "Parameter" and Service Level columns on this tab are generated from the information configured on the previous tabs: "Service Levels & Options" and "Measurements"

 




Click on the measurement that you would like to add for each service level and indicate the number of points or readings that you require for the service level.  NOTE: If you have optional points, please leave the measurement as "N/A" and see the section above about configuring parameters to optional services.




Note that the number of measurements will primarily vary based on whether the measurement is an "As Found" or an "As Left" point/reading.



Report Definitions

Reports should be configured based on the type of report and the individual service levels. All report templates that are added to your portal will be available throughout all of your configured service levels.  All reports that you would like to generate at the order level or asset level must be enabled in this screen. You must have at least one Service Level column in order to enable to or disable reports.  

Qualer provides the following standard reports:

  • Order Invoice (Order Level)
  • Order Estimate (Order Level)
  • Work Summary Report (Order Level)
  • Preventative Maintenance Report (Asset Level)
  • Calibration Report (Asset Level)
    • Unaccredited 
    • Accredited 

Qualer standard reports are updated with version releases.  However, if you would like additional or customized reports, please contact the Qualer support team at (858)223-1560. You are also welcome to use SQL to generate proprietary report templates and upload .rdlc files directly to your portal.  





To add a report, you must first select the level (Order, Asset, Event) that you would the report to be defined.
 




Name your report, select the export format and upload the correct report template file:




In the "Variables" tab you are able to add header, footer, or introduction text that is specific to your company. 





Use the Print Setup to customize label settings:





Once you press "Update" you will be able to select or unselect a report for each different service level by clicking on the adjacent check boxes: 





Below is an example of the Reports Definitions tab completed for both accredited and unaccredited calibration services using the provided Qualer Standard reports. 





Service Comments

You can add preassigned service comments to streamline your workflow in the Service Comments tab.


To add a service comment you will type it within the text bar on the left and select "Add Service Comment." 



The comment will now appear in the Service Comment table.  To remove it from your service level click the red x to the left of it.