Quality Management System Manual
March 2006 Version 1.1
Quality Management System Manual GreenHomes America
March 2006 Copyright Š 2006 by GreenHomes America 140 Irwin Place Amherst, New York 14228 quality@thelincgroup.com All Rights Reserved This document may not, in whole or in part, be copied, photocopied, reproduced, translated, or reduced to other physical or electronic form without prior written consent, in writing from GreenHomes America.
GreenHomes America is a registered trademark of GreenHomes America
QMS Framework Provided by The Linc Group
Published: March 2006 (Published Draft) Version 1.1
Quality Management System Manual GreenHomes America Controlled Document
Quality Management System Manual GreenHomes America
Contents Section I: Quality Management System 1.0
QMS Manual Organization 1.1 Revision History 1.2 Maintenance Responsibilities
2.0
Management Statement
3.0
Quality Management System Introduction
4.0
QMS Guiding Principles
5.0
QMS Master Business Process
6.0
GreenHomes America QMS Standards 6.1 QMS Documentation Location 6.2 QMS Documentation Types
7.0
Performance Measurements
8.0
QMS Document Inventory
Section II: GHA Quality Manual 1.0
Standard Operating Procedures
2.0
Process Maps
3.0
Work Instructions
Section III: Addendum 1.0
Procedure and Work Instruction Numbering Conventions
2.0
Procedure and Work Instruction Filename Conventions
3.0
Glossary
4.0
Terms and Definitions
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Quality Management System Manual GreenHomes America Controlled Document
Quality Management System Manual GreenHomes America
Section I Quality Management System
Published: March 2006 (Published Draft) Version 1.1
Quality Management System Manual GreenHomes America Controlled Document
Quality Management System Manual GreenHomes America
1.0
QMS Manual Organization This manual is designed to help GreenHomes America employees learn about and unleash the power of the GreenHomes America Quality Management System (QMS) enabling each and every employee to participate in continually improving our business practices to consistently turn out products and services that enhance customer value, conform to our customer expectations and increase our productivity. This manual is also designed to help GreenHomes America Customers, Partners, Prospects, and other interested parties understand our commitment to quality and our fundamental belief that our focus on quality results in our ability to continually meet our customer’s expectations with every customer interaction, product and service that we deliver. This manual is organized into three major sections: Section 1 describes the GreenHomes America Quality Management System Section 2 contains GreenHomes America Quality Management System documents describing the actual business processes that GreenHomes America executes to deliver customer value Section 3 contains the Addendum or additional supporting documents that may assist practitioners in understanding and executing the processes and concepts outlined in this manual 1.1
Revision History QMS Manual Revision: Original Publication Date: Revision Date:
1.1 January 31, 2006 March 7, 2006
Revision History
1.2
Revision
Date
Description of Change
1.0 1.1
1/31/06 3/7/06
Original publication Revisions following review with TLG CIO
Maintenance Responsibilities It is the responsibility of the GreenHomes America Quality Manager to maintain this manual. All inquiries and revision requests may be sent to the following email address: quality@thelincgroup.com.
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Quality Management System Manual GreenHomes America
2.0
Management Statement GreenHomes America executives are fully committed to cultivating an organizational culture focused on consistently providing our customers with the highest quality products through full support and participation in the GreenHomes America Quality Management System. The GHA QMS, under the direction of GHA executives has been designed with the following management principles: 2.1
Customer Focus GHA depends on our customers and therefore, we must understand current and future customer needs, meet customer requirements and strive to exceed expectations.
2.2
Leadership Leaders establish unity of purpose and direction of the organization. GHA must create and maintain the internal environment in which people can become fully involved in achieving the organizations objectives.
2.3
Involvement of People People at all levels are the essence of an organization. Employee involvement enables individuals to grow and directly contribute to the success of GHA.
2.4
Process Approach Consistently delivering customer value is achieved more efficiently when our activities and related resources are managed as a process.
2.5
System Approach to Management Identifying, understanding, and managing interrelated processes as a system, contributes to the effectiveness and efficiency in achieving our objectives.
2.6
Continual Improvement Continual improvement to the GHA overall performance is a permanent objective of our organization.
2.7
Measurements and Factual Approach to Decision Making Effective decisions and priorities are based on objective measurements, analysis and data of our business processes.
2.8
Mutually Beneficial Affiliate and Partner Relationships GHA and its affiliates and partners are interdependent and a mutually beneficial relationship enhances the ability of both to create value.
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Quality Management System Manual GreenHomes America
3.0
Quality Management System Introduction The Quality Management System (QMS) defines our systematic approach to consistently turn out products and services that enhance customer value and increase productivity. The Quality Management System provides a means to achieve our objectives, however it is not an end in itself. Our commitment to implement the discipline throughout our organization including measuring organizational performance at all levels and measuring the impact of continual improvement opportunities enables us to succeed in achieving our objectives. The basis forming the Quality Management System:
Guiding principles for managing every aspect of our business.
Master Business Process for defining, designing and executing standardized processes to consistently deliver customer value.
Communication and documentation standard and lexicon for company documentation, measurement, corrective and preventive actions and analysis.
Measurement system to measure and analyze performance to continually improve our business management approach and business model to deliver quality products and services that meet customer expectations.
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Quality Management System Manual GreenHomes America
4.0
QMS Guiding Principles The GHA Guiding Principles set forth the fundamental business management beliefs of GHA. Everything that we do at GHA is guided by these four tenets. These principles are used by GHA management and employees to lead the organization towards improved performance.
Customer Value
Productivity
Quality In Perception ip sh r e ad e L
gy te ra St
Do the Right Things
Quality In Fact Doing Things Right
a l nt i nu e m e nt Co prov Im
Results
Performance Measurement
Metrics: Customer Value Process Performance
ss ce o Pr
Standardization
Master Business Process Products and Services Management System ISO & Baldrige Framework
Focus on Customer Value - Understanding our customers and having that understanding drive our business. The QMS has built in checks and balances that guide all employees to focus on the value that we create for our customer: • • •
Are we doing the right things? Do our customers perceive the delivery of a quality product? Are we meeting the expectation of our customers?
Focus on Productivity – Evaluating how we deliver products and services. The QMS has built in checks and balances that guide all employees to continually ask: • • •
Are we doing things right? Are our processes enabling us to fulfill the requirements of our customers? Are we learning how to continue to improve and create value?
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Quality Management System Manual GreenHomes America
Standardization - Standardization of business processes provides the foundation to measure customer value creation which is derived from processes, decisions and actions occurring throughout the organization. Standard business processes provide all employees with a roadmap to consistently meet customer expectations from product development to delivering our products and services. Performance Measurements – Provide both external and internal feedback essential to: Gauge how well our processes are delivering customer value. Choose the top priority improvements for the business to deliver customer value. Measure actual performance and assess strategy and market focus against customer demands and expectations. 5.0
QMS Master Business Process The QMS Master Business Process describes 8 elements that all “closed loop” business processes contain. By applying these 8 elements to the design and execution of all business processes, we are guaranteed that every process delivers customer value in the most cost effective way. The 8 elements guide all employees to always measure everything that they do from both an internal and external perspective and to identify any corrective or preventive actions that are required to improve our processes and our ability to meet customer expectations. The Business Process steps provide a sequential framework for defining any business process from: • sales of Products and Services, to • day to day delivery of customer commitments, to • solving customer inquiries, to • management planning activities, to • employee education, to • accounts payable processes, • …. For any business process, it may take seconds or weeks to go sequentially from one phase to the other depending on the process that is being defined or executed. Understanding the term customer is essential to the application of the process. Customer is defined as anyone to whom a product, information or service is provided. The ultimate customer inhabits the outside world, external to our business, with money in their pockets that buy our services; every employee also has a customer(s) within the business. Understanding this makes the application of the Master Business processes to all business processes clearer. The Master Business Process also emphasizes innovation and learning by providing the direction to continually ask the questions, for every process and at a macro level: Are we doing things right? And, are we doing the right things?
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Quality Management System Manual GreenHomes America
Productivity SOP-0050
Published: March 2006 (Published Draft) Version 1.1
Originate Customer
Customer Scorecard Ind. Benchmark
Profile Customer
Proof of Performance
Needs Assessment
Business Case Development
Transition & Validation
Quality Assurance System
Measurement &Verification
Continual Improvement
Customer Value
Master Business Process
Delivery
020213
Quality Management System Manual GreenHomes America Controlled Document
Quality Management System Manual GreenHomes America
6.0
QMS Documentation 6.1
QMS Documentation Location
All QMS documentation resides in a central repository on the SharePoint Portal within the following SharePoint folder hierarchy: QMS Links: QMS Released Library: : : QMS Links: QMS WIP Library:
Standard Operating Procedures Work Instructions: GreenHomes America Reference Documents: GreenHomes America
:
Standard Operating Procedures GHA WIP : Work Instructions : Reference Documents
:
Corrective/Preventive Actions Library
All documents are considered to be “living, breathing documents� that change as we identify process improvements. To ensure access to the most current documentation please refer to the Portal as this manual will be updated once a quarter at a minimum. All QMS documents are presented in a standard format to make it easier to locate important information and to guide QMS document authors through the thought process of designing and creating comprehensive business process documentation. 6.2
QMS Documentation Types The GHA QMS documentation is comprised of the following four types of documents which go from high level view (SOP) to a detailed instructional document (WI). 1. 2. 3. 4. 6.2.1
Standard Operating Procedures (SOP) Process Maps Work Instructions (WI) Reference Documents
Standard Operating Procedure Standard Operating Procedures are required to document ALL aspects of The Linc Group business model and quality management system. SOPs are created and modified by the Linc Group Quality Team as a result of feedback from the quality management processes at both the Linc Group and Business Unit levels.
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Quality Management System Manual GreenHomes America Controlled Document
Quality Management System Manual GreenHomes America
6.2.2
Process Maps A Process Map is a drawing that describes each step that must be taken to execute a business process that has been identified during the Business Process Inventory or BPI process when each process owner was interviewed on how their business processes are executed keeping in mind the objective of providing customer value. The BPI is typically the first tool that one would use to identify and define business processes. The process map shows what needs to be done and what tools are available to assist in each step of the process. There are two types of process maps: macro and micro. The macro process map shows in a single view all the processes that must be executed to successfully deliver the output to the customer. The micro map then goes one level deeper, expanding on each process defined in the macro process. The micro process is a step by step road map.
6.2.3
Work Instruction Work Instructions document all written procedures, instructions, reference materials, forms and records that make up the business and quality management systems of the Business Units. WI’s are required to document (1) a new process and (2) all existing processes or reference documents such as business process maps, images or procedural manuals.
6.2.4
Reference Documents A Reference Document is a document that has been referenced by a Standard Operating Procedure or Work Instruction that provides additional information, instructions or other supporting reference to accurately document the Standard Operating Procedure or Work Instruction (WI). Typically these documents are procedure manuals, images or drawings, spreadsheet tools or forms. The GHA QMS provides a framework for developing documentation and providing open access to those that require access to perform their jobs or enhance their contribution to the organization. Existing Business Unit documents that fit the description of reference documents will be described in a Work Instruction that will provide an online link directly to the existing document or provide information about where to locate the document.
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Quality Management System Manual GreenHomes America
7.0
Measurement and Verification The QMS Measurement and Verification Phase ensures “Quality in Perception” by describing the minimum requirements for measuring and verifying internal processes, organizational effectiveness, service delivery performance and overall financial performance. The Measurement and Verification Phase ensures “Quality in Fact” by describing the minimum requirements for measuring and verifying internal processes effectiveness. The essential element of this phase is to learn from measuring and verification and to translate the outcome into opportunities for improvement. (SOP-0057) The Quality Management System provides the means to perform measurements of various business processes using various QMS tools, some of which are. • • • • • •
Process Review: Quality Audit Customer Contract Reviews Organizational Effectiveness Overall Financial Performance Corrective and Preventive Action Learning and Feedback Tools
Currently, the measurement and verification phase at GreenHomes America will be evident in the Quality Audit process, Corrective and Preventive Actions and Learning and Feedback Tools. Quality Audit: Internal process review to verify that all steps of the GreenHomes America Business Process, related WIs, SOPs and service level commitments, both internal and external, have been satisfied. Refer to SOP-0166 QA Internal Quality Audits as a reference. Quality Audits will be performed on a semi-annual (twice a year) basis from the date of this manual’s current publication and version. Each process owner will be involved in the internal audit that will be performed by the GreenHomes America quality manager. Please go to this link for the management of internal quality audits: QMS Internal Audits Corrective and Preventive Actions: All instances of non-conformance identified shall be investigated and the corrective action undertaken shall be recorded as required by SOP-00163 QA-Corrective and Preventive Action. Please go to this link for the management of corrective and preventive actions: Corrective/Preventive Action Library Learning and Feedback Tools: Appropriate steps shall be taken beyond the actual corrective and preventive action to ensure that all affected employees are given the opportunity to learn from the process. Please go to this link for the management of learning and feedback tools: Corrective/Preventive Action - Learning and Feedback Tool
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Quality Management System Manual GreenHomes America
8.0
Quality Documents Inventory 8.1
Standard Operating Procedure(s): This section includes a master inventory of all Standard Operating Procedures (SOP). The Linc Group Quality Management System provides the framework for GHA’s Quality Management System, and the methodology employed in the creation of this quality manual. The Linc Group QMS provides the strategic guidelines in the form of Standard Operating Procedures to all its business units, including GreenHomes America, as the minimum standard for any and all policies or processes. Each business unit are given the autonomy to create their own tactical quality documents or Work Instructions to supplement the SOP’s as required in order to meet local market needs, business unit needs, customer preferences, and/or proven operating or delivery methods. Although this manual includes only one SOP, the GreenHomes America Business Unit SOP, all SOP’s referenced in this manual may be accessed by going to the link below. TLG Portal: QMS Links: Released Library: Standard Operating Procedures
8.2
Process Maps: There are two maps included in this manual: macro and micro maps. Each work instruction has a corresponding micro map. All process maps may be accessed by going to the link below. TLG Portal: QMS Links: Released Library: Reference Documents
8.3
Work Instructions: All identified processes that deliver customer value at GreenHomes America have been documented in the form of a work instruction. All work instructions may be accessed by going to the link below. TLG Portal: QMS Links: Released Library: Work Instructions
8.4
Reference Documents: All reference documents for standard operating procedures and work instructions are identified in Section 5.0 of each quality document. All reference documents may be accessed by going to the link below. TLG Portal: QMS Links: Released Library: Reference Documents
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Quality Management System Manual GreenHomes America Controlled Document
Quality Management System Manual GreenHomes America
Section II Quality Documents
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Quality Management System Manual GreenHomes America Controlled Document
Quality Management System Manual GreenHomes America
Standard Operating Procedures
Published: March 2006 (Published Draft) Version 1.1
Quality Management System Manual GreenHomes America Controlled Document
QMS STANDARDS
CONTROLLED DOCUMENT: SOP-0013
BUSINESS UNIT:
The Linc Group 1201 Louisiana, #2700, Houston, TX 77002-5678
STANDARD TYPE:
Standard Operating Procedure
PROCEDURE TITLE: GreenHomes America
AREA: Business Unit TYPE OF PROCEDURE: Quality
DOCUMENT NUMBER: SOP-0013 REVISION: 1.1
PROCEDURE STATUS
IMPLEMENTED
PUBLISHED DRAFT
01/10/06
mm/dd/yy
UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT
1.0 PURPOSE/SCOPE GreenHomes America (GHA) is one of the business units that make up The Linc Group. This Standard Operating Procedure (SOP) will define the following: • GHA Master Business Process • GHA Products and Services • GHA Management Systems GreenHomes America provides Home Performance Contracting (HPC) services to residential customers. GreenHomes is an innovative building services provider with a unique business methodology built on strict adherence to quality, process, technology, and standards. HPC is an integrated, scientific, whole-home approach to solving common residential shortfalls that can affect a homeowner’s comfort, health, and safety, as well as lead to excessive utility payments. Fully utilizing the HPC method, certified contractors are able to go beyond guesswork and symptomatic spot repairs. Instead, they test and treat a house as a whole system. Using the latest technology — such as blower doors and infrared cameras — they are able to perform comprehensive assessments based on building science principles, easily diagnose the root source of the most common problems, and provide dramatic and immediate results for the customer. Background Headquartered in Amherst, NY, GreenHomes America, LLC was formed in 2005 to help homeowners cost-effectively increase the comfort, health, and safety of their homes, as well as significantly reduce their energy bills. With operations in Amherst, Buffalo, Rochester, and Long Island, New York and a large staff of highly trained building science auditors and specialists, GreenHomes is the largest, most successful single-source HPC provider in the country. We perform the entire scope of work, eliminating the need for homeowners to manage their schedules around multiple, single-service contractors and ensuring they receive the highest quality installations and service. The result is an optimal in-home environment that can reduce energy use by 40 percent or more. And, the results are guaranteed. GreenHomes is a Home Performance with ENERGY STAR partner and certified by the Building Performance Institute (BPI).
2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES It is the responsibility of the Business Unit President and Vice President of Operations to implement this procedure in their areas of operation and to:
Procedure Title: PS – GreenHomes America
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CONTROLLED DOCUMENT: SOP-0013
QMS STANDARDS
Interpret this master process for each product or service type delivered by the GHA locations. Ensure that the SOP and all associated documents, knowledge databases and tools are understood and adopted. Supplement the SOP with WI as required, in order to meet local market needs, location needs, customer preferences and/or proven operating and/or delivery methods. Contribute to the search and implementation of internal best practices for The Linc Group and GreenHomes America.
2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Business Unit President and Chief Operating Officer are the points of escalation for all notifications in question or contested by all stakeholders of this Standard Operating Procedure and its supporting work instructions.
3.0 PROCEDURE (SOP) This procedure describes the Quality Management System elements that enable GreenHomes America to deliver customer value and productivity. 3.1
The GreenHomes America Customers • Homeowner with concerns about improving the comfort, health, and safety of his or her home, as well as the significant reduction of energy bills. • Non-profit energy conservation organizations such as Energy Star who is a GreenHomes partner in providing Home Performance Contracting solutions • Government organizations who provide certifications necessary to provide the best value recognition to all Homeowners, such as Building Performance Institute (BPI)
3.2
GHA Master Business Process The Linc Group Master Business Process: The central element of The Linc Group QMS is the standardized TLG Master Business Process. The Linc Group Master Business Process provides the road map to ensure both customer value and productivity. The Linc Group Master Business Process provides a common approach to the market and quality Management for The Linc Group and its Business Units. GreenHomes America Master Business Process: The Linc Group Master Business Process can be applied to all business processes, regardless of scope or magnitude. In order to ensure customer value and productivity at GreenHomes America, the following table lists the Master Business Process employed in the delivery and execution of both.
TLG Master Business Process Originate Customer Profile Customer Needs Assessment Business Case Development Transition and Validation Delivery Measurement and Verification Customer Scorecard and Industry Benchmarking
Procedure Title: PS – GreenHomes America
GHA Business Process Marketing Pre-qualification Estimating and Sales Financing (Application and Approval) Project Management; Accounting Field Supervision and Service Management Financing (Acceptance and Remittance) Customer Assurance Review and Evaluation (“to be” process)
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QMS STANDARDS
CONTROLLED DOCUMENT: SOP-0013
The process map illustrated below and also included in Section 5.0 Reference Documents shows the flow of GHA’s Master Business Process.
3.3
Products and Services The following table lists the products and services provided by GreenHomes America depending on the specialized needs of the Homeowner and their residence. Each operating Greenhomes location provides any and all of these services listed. Service
Description
Additions
Custom designed and built.
Custom New Builds
Custom designs with up to 90% more energy efficiency
HVAC and Hot Water Tanks
Installation of Energy Star free-standing hot water tanks and tankless hot water heater.
Windows
Energy Star approved exclusive Alside Ultimate 2000 vinyl windows, installed airtight to Energy Star standards.
Airsealing
Home air sealing package to reduce drafting, heat loss and to improve comfort.
Insulation
Insulation of walls, attics, crawlspaces, basement and ceiling using cellulose fiberglass, foam board, and low expansion foam. All products are installed to their maximum efficiency.
Ventilation – Mechanical
Direct vent fan’s with proper hard piping and dehumidistats can be installed to resolve any moisture problems. Air to air heat exchangers for homes with moisture and mold problems to create perfect air moisture content and solve the source of damaging moisture leaving a great comfortable air quality.
Ventilation – Non Mechanical
Proper venting in roofs, soffits, gables, and all attic spaces. Proper insulation and ventilation to create the perfect balance for comfort and to correct home performance issues such as ice damming, molds, and oversized utility bills.
Lighting and Appliances
High efficient lighting compact fluorescent Energy Star rated lighting. Energy Star appliances such as washers, refrigerators, and
Procedure Title: PS – GreenHomes America
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QMS STANDARDS dishwashers, all of which can provide up to 75% in savings on lighting and electric costs.
3.4
Audits or Assessments
Fully comprehensive Energy Audits from top to bottom. The audit determines where your house is losing energy. The audit will also check for health issues such as carbon monoxide, moisture levels, and gas leaks. The inspection will check insulation levels, air leakage, performance issues, and proper ventilation, ultimately showing you the truth about your home so you can make an educated decision. Audits include but are not limited to: • Blower Door Tests • Furnace/Boiler Efficiency Testing • Health and Safety Testing
Franchising and Training
Training in all aspects of the Energy Star program with a startup of partnership operation anywhere across the country.
GHA Management Systems The Linc Group Management Systems Management system refers to the enabling processes required for the Linc Group organization to manage the business. The Management system processes ensure a minimum of order in the way the organization goes about its business, so that time, money and other resources are utilized efficiently. The Management System standards provide The Linc Group Business Units with a systematic way of managing operations to include: Operations (Administration, Information Technology, Accounting, and Legal), Quality, and Human Resources. GreenHomes America Management Systems The GreenHomes management systems provide the processes that enable the business unit to manage their business. The map below illustrates how all their processes have a crossfunctional impact on their management systems.
Procedure Title: PS – GreenHomes America
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QMS STANDARDS
CONTROLLED DOCUMENT: SOP-0013
4.0 SPECIAL DEFINITIONS THE FOLLOWING TERMS ARE REFERRED TO IN THIS STANDARD: TERM Energy Star GHA HVAC Soffit Standard Operating Procedure, SOP
TLG Ventilation Work Instruction, WI
DEFINITION A government-backed program helping businesses and individuals protect the environment through superior energy efficiency. Acronym for GreenHomes America Acronym for Heating, Ventilation and Air Conditioning The overhead surface or surfaces covering a room, and the underside of a floor or a roof A Standard Operating Procedure is a document produced and approved by The Linc Group managers and issued on the Web Portal requiring that a particular approach be adopted as a means of accomplishing a task, and sets minimum standards to ensure a consistent and repetitive approach to operating practices. The focus of the SOP is on common requirements and results, not common procedures, tools or organizational structure. Business Units are encouraged to develop and demonstrate creative, adaptive, and flexible approaches for meeting the requirements of the SOP. Acronym for The Linc Group The circulation of air A Work Instruction (WI) is a document produced and approved by the Business Units and issued on the Web Portal. When details provided within a SOP do not relate entirely to your Business Unit business, WI’s are created to extend the intent of a SOP as viewed from a specific Business Unit perspective. WI's are required by a Business Unit or are required of a Business Unit by a SOP. WI's are specific in nature detailing the steps taken at the Business Unit to accomplish a task. WI's may modify an approach as stated in a SOP to accommodate the needs of a Business Unit.
5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME R-SOP-0013-1 Master Business Process Map R-SOP-0013-2 Products and Services Process Map R-SOP-0013-3 Management Systems Process Map SOP-0050 Master Business Process R-SOP-0050-1 Master Business Process Maps
Procedure Title: PS – GreenHomes America
LOCATION QMS Released GHA QMS Released GHA QMS Released GHA QMS Released
Library: Reference Documents: Library: Reference Documents: Library: Reference Documents: Library: SOP’s
QMS Links: Reference Documents: TLG
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QMS STANDARDS
CONTROLLED DOCUMENT: SOP-0013
6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE
LOCATION
7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS Energy Star Website
LOCATION www.energystar.com
8.0 REVISION HISTORY REVISION (X.X) DATE OF LAST REVISION (MM/DD/YY)
1.0 01/31/06
LAST APPROVAL DATE (MM/DD/YY)
DOCUMENT AUTHOR: Melissa Cipriani
DOCUMENT MANAGER: Melissa Cipriani
REASON FOR CHANGE:
Revision
1.0 1.1
SECTION / PARAGRAPH CHANGED
All 3.0
Procedure Title: PS – GreenHomes America
CHANGE MADE
Initial entry of document Added sections 3.1, 3.2, 3.3 and 3.4
DATE OF REVISION MM/DD/YY
12/09/05 01/10/06
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QMS STANDARDS
CONTROLLED DOCUMENT: SOP-0013
9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS. Business Unit General Managers Business Unit President Business Unit Vice President of Operations Chief Executive Officer Chief Information Officer Chief Operating Officer
10.0
APPROVALS FIRST APPROVER NAME: GREG LUSH TITLE: CIO SIGNATURE:
SECOND APPROVER NAME: DAVID WHALEY TITLE: COO SIGNATURE:
THIRD APPROVER NAME: TRACY PRICE TITLE: CEO SIGNATURE:
DOCUMENT HISTORY SECTION: Document Created on 12/09/05 by Melissa Cipriani Document Modified on 01/10/06 by Melissa Cipriani
Procedure Title: PS – GreenHomes America
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Quality Management System Manual GreenHomes America
Process Maps
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Quality Management System Manual GreenHomes America Controlled Document
Business Unit/Location: Process Name/ID: Process Owner: Revision Date:
GreenHomes America, Amherst, NY Master Business Process/R-SOP-0013-1 President 01/10/06
Functional Legend: General Manager
Field Operations
Sales
Controller
Customer
Auditor
Financing Entity
Project Manager
Process Start
No
Marketing
Process End
Originate Customer
CARE No
Master Business Process
Pre-qualified Prospect? Estimating & Sales
Cust Scorecard
Profile Customer
Energy Star Project?
Yes
Needs Assessment
Yes
Financing Business Case Development
Field Supervision & Service Management
Project Management Transition & Validation
Delivery
Financing (Acceptance & Remittance) Measurement & Verification
Accounting Transition & Validation
Blue Text: TLG Master Business Process Red Lined Shape: “To Be� Process
NODE:
1.0.0
TITLE:
Linc Service Phoenix/Tucson: Controls Master GHA: Master Business ProcessBusiness Process
NO.:
050505 MC 060110MC
Business Unit/Location: Process Name/ID: Process Owner: Revision Date:
GreenHomes America, Amherst, New York Products and Services/R-SOP-0504-2 President 01/10/06
Energy Star Projects
Energy Audits or Assessments
Products & Services
Products and Services
Offerings
GreenHomes America Home Performance Contracting
Financing Options
> Blower Door Test > Furnace/Boiler Efficiency Testing > Health and Safety Testing
NODE:
1.0.0
TITLE:
Energy Star Financing
Franchising & Training
Remodels or Additions
ECMs > HVAC > Windows > Airsealing > Insulation > Ventilation > Lighting
Service Requests and Planned Furnace Maintenance
Government Subsidies & Grants
Linc Service Phoenix/Tucson: Controls Master Business Process GHA: Products and Services
Homeowner
NO.:
050505 MC 060110MC
GreenHomes America, Amherst, New York Management Systems/R-SOP-0504-3 President 01/10/06
Controller
Business Unit/Location: Process Name/ID: Process Owner: Revision Date:
Fleet Management
Accounts Payable
Accounts Receivable
Human Resources
Field Training
Safety
(vendor, customer, etc.)
External Entity
Management/ Operations
Employee
Payroll
NODE:
1.0.0
TITLE:
GHA: Management Systems HPC/Hughesco: Master Business Process
NO.:
060110MC 050823 MC
Business Unit/Location: Process Name/ID: Process Owner: Revision Date:
GreenHomes America, Amherst, New York Marketing; R-WI-GHA-0101-1 General Manager 02/28/06
Process Start
Legend:
Management
Script and copy based on Lender information and Internet resources is used for Website and Print Advertising
RM FM EM
Advisor
Information for published literature is refreshed based on weekly meeting discussions
Advisor schedules site visit
Third Party Entities
Published literature is distributed to Homeowners
1.0.0
TITLE:
Customer Feedback Survey is conducted and Customer Referral is monitored
Project Management Process is Followed
Lead is Filed According to Interest Level (warm, cold, dead)
Process Start
Go No Go
Homeowner responds to brochure or advertising
Homeowner
NODE:
Process End
Sales Package and Monthly Brochures are updated
Discuss information provided by financing entities during weekly sales meetings
Financing entities provide updated information (verbal only)
WOM
GHA: Marketing Bundled Energy Solutions: Preliminary Proposal - Survey
Estimating and Sales Processes are followed
Go/No-Go?
NO.:
060228MC 040421 MD
Business Unit/Location: Process Name/ID: Process Owner: Revision Date:
GreenHomes America, Amherst, New York Estimating and Sales; R-WI-GHA-0303-1 Advisors/Sales 02/28/06
Sales/Finance
Process Start
Sales call is terminated
No
Package is filed in follow up tickler and called based on customer’s interest level: hot, warm, or cold
Pre-qualified? Qualified Lead is received
Prequalification is conducted
Appointment is scheduled for on-site audit
Homeowner
Yes
Auditor
Open discussion with Homeowner on issues with their Home
Financing Entity (Third Party)
Legend:
NODE:
Process End
: es lud inc est t i rT ud y A Doo iler o g erg er n En Blow ace/B stin butio e ng 1. Furn cy T istri sti 2. icien ace D ting y Te ose l t f f s fe ellu E Furn Te Sa 3. stem h & sity C t Sy Heal Den 4. High on 5. ulati s In
$250 Audit Fee is waived
Go over estimate and financing package with Homeowner
Yes
Is Homeowner pre-approved for financing?
No
Collect $250 Audit Fee via credit card in advance
Go Contract is signed Go/No Go?
No Go Computerized Energy Audit is conducted
Estimate Sheet/ Scope of Work is filled in while Audit is being performed
Financing Process is Followed WI-GHA-0302
WOM RM
Process End
FM EM
1.0.0
TITLE:
Estimating and Sales Bundled EnergyGHA: Solutions: Preliminary Proposal - Survey
NO.:
060228MC 040421 MD
Finance
Business Unit/Location: Process Name/ID: Process Owner: Revision Date:
Pre-qualification is conducted over the phone
GreenHomes America, Amherst, New York Financing; R-WI-GHA-0302-1 Finance 03/08/06
Is Homeowner pre-qualified?
d, fi e ali ed u -q ss , r pre cu ot s dis owne fee n If tion me ive op h ho g wa . wit ludin ate tions , n inc alter g op ched pt. or ncin rea is ke a fin ption ent m If o ess s as
Process End
No
Yes
Homeowner
Assessment is set Contract is signed? Contact GHA
Advisor
Process Start
Project Manager
Required approval for subsidy & loans, documents sent to Homeowner for signature
Options are discussed with Homeowner and the application is completed at the assessment in the home.
g cin an : Fin tions rgy Op Ene 1. Star an Lo ant r G 2.
No Homeowner folder is filed in follow up tickler and called based on category: cold, warm, hot
Energy Star Project?
Project and financing scope is Yes submitted to Energy Star
Signed test out form and financing paperwork is submitted to Lending entity for loan Yes remittance
Yes
Finance application is submitted to Lending Entity
No
Project Management procedure is followed
Legend:
Energy Star Project?
Project is initiated and completed
No
WOM RM Controller
FM
NODE:
EM
1.0.0
TITLE:
Process End
GHA: Financing - Energy Star
Financing remittance is received
NO.:
060308 MC
Advisor
Business Unit/Location: Process Name/ID: Process Owner: Revision Date:
GreenHomes America, Amherst, New York Financing; R-WI-GHA-0302-2 Finance 03/08/06
Process Start
No
Sold?
Homeowner
Loan @ 4.99%)
Contact GHA
Process End
Finance Project Manager American General
Legend: WOM
Yes
Paperwork completed at Assessment Loan documents signed
Assessment is Scheduled
No
Pre-qualification conducted over the phone
American General Completion signed off for loan remittance
Pape r Liste work d “Pap on e need rwork e form d”
Homeowner folder put in tickler folder based on category; cold, warm, hot
Is Homeowner Prequalified?
Yes
If not p quali refi discu ed, optio ns s hom sed with eo inclu wner, d fee o ing waive r finan alternate c If op ing optio tio ns asse n reache . s d kept. sment is ,
Input in TREAT for CSG Approval, then EFS generates Finance Sheet
GHA generates Loan documents and Loan Letter to send to Homeowner
ts: an en Lo cum rican Do Ame ral’s 1. Gene ract nt e Co timat ) 2 r s 0 E 1 2. (#1 lette n a ) Lo 04 3. (#08
Financing paperwork is processed
Project Management procedure is followed
Project is initiated and completed
WI-GHA-0601
Remittance sent to GHA
RM Controller
FM
NODE:
Process End
EM
1.0.0
TITLE:
GHA: Financing - American General Loan
Remittance received, documents filed NO.:
060308 MC
Business Unit/Location: Process Name/ID: Process Owner: Revision Date:
GreenHomes America, Amherst, New York Financing; R-WI-GHA-0302-3 Finance 03/08/06
Advisor
Homeowner folder put in tickler folder based on category; cold, warm, hot Process Start
No
Homeowner
Sold Loan @ 5.99%)
Contact GHA
Process End
Yes
Job completed and tested out
Pa Lis perw “Pa ted o ork ne perw n for eded ork m �
Paperwork completed at Assessment Loan documents signed
No
Pre-qualification conducted over the phone
Project Manager
Finance
Assessment is Set
EFS
Legend: WOM RM
Controller
FM
NODE:
Homeowner is pre-qualified
If no tp optio re-qualifi n e with s discuss d, h e inclu omeowne d d r or alt ing waive , e fee finan rnate c If op ing optio tio n asse n reache s. s d kept. sment is ,
Yes
Fax loan paperwork to EFS
Input in TREAT for CSG Approval, then EFS generates Finance Sheet
TITLE:
Paperwork copied: 1 copy to EFS, 1 copy filed in folder
Project Management procedure is followed ts: an en Lo cum Do EFS 1. ance t Fin Shee ts an men r Lo 2. Docu lette an ) Lo 05 3. (#08
EM
1.0.0
Administers Loan documents and sends to Homeowner
Generates Loan documents and posts them on their website
Process End
GHA: Financing - Fannie Mae Loan
Project is initiated and completed
Remittance received from EFS NO.:
060308 MC
Business Unit/Location: Process Name/ID: Process Owner: Revision Date:
GreenHomes America, Amherst, New York Project Management; R-WI-GHA-0601-1 Project Manager and Field Supervisor 03/01/06
Process Start
Project Manager
Material List is created from Job Scope
Field Supervisor & Crew
Mat e inclu rial Lis t Da 1. C des: ta type olor of 2. P s, build home, w in ava roduct g mat ood i e a 3. M lability pplica rials tion ater and ial t ake off
Advisor/Sales & Advisor/Financing
Punch list items completed
Job Scope and supporting documentations are reviewed with Field Supervisor
Meet with Field Crew to review Project Scope, etc.
Test out sheet is submitted to Homeowner for Signature
Legend:
Materials/ equipment are ordered
Job is scheduled and booked on Weekly Job Budget Sheet
Provide Data to Field Supervisor
Materials/equipment are received in office. Windows/ Siding delivered directly to job
Project is initiated to completion
Post-project Assessment (test out) is conducted
Project Payment is due and collected on 1st day of project
Process End
Energy Star Compliance/ Assessment Documents and Signed Test Out Sheet is submitted for Financing remittance
No WOM RM
Homeowner
NODE:
Labor Schedule is generated (committed timelines; labor disciplines, etc.)
FM
Test out sheet signed?
Yes
EM
1.0.0
TITLE:
GHA: Project Management
NO.:
060301 MC
Business Unit/Location: Process Name/ID: Process Owner: Revision Date:
GreenHomes America, Amherst, New York Field Supervision; WI-GHA-0603 Field Supervisor 02/28/06
Call
Call
Process End
Scope is provided to assigned technician(s)
Project
Assist crew with work and continually supervise crew
Work is Intiated
Work is intiated and completed
Project Scope review with team for series of tasks, highlevel timeline, etc.
Field Supervisor reviews scope and assigns crew to call or job
Project Management
Field Operations
Type of work?
Type of Work?
Project is booked
Scheduling process is followed (Service Management)
Explain scope to Homeowner and communicate at start of job and continually after
Work is completed
During test out, punch list items are recorded and reviewed with Homeowner
Continually communicate with project management team on progress of work
Work is scheduled
Punch list items are addressed and resubmitted to customer
No
Homeowner
Process Start
Neightbors
NODE:
Process End
Call is placed for service
Explain work scope and discuss respect of property lines, etc.
1.0.0
TITLE:
GHA: FieldPreliminary Supervision Bundled Energy Solutions: Proposal - Survey
Yes
Legend:
Sign off on Test out Sheet/punch List?
WOM
FM
RM
EM
NO.:
060228MC 040421 MD
Business Unit/Location: Process Name/ID: Process Owner: Revision Date:
GreenHomes America, Amherst, New York Service Management; R-WI-GHA-0602-1 Project Manager 02/28/06
Field Operations
Sc > E hedu co xten led C n fur trac ded alls Un nace ts fo warr (PM r ) (S sche s ins mai anty : e > P rvic dule talled ntain e se rima ): d Ca by ing rvi GH lls ce rily H A req VA ue C sts rep air or
Project Manager or Field Supervisor assigns technician to respond
Verbally pass the nature of call to technician
Work is intiated and completed
Unscheduled
Type of Call?
Scheduled
Copy of Assessment book is placed in techs’ in box every Monday morning
Project Manager advises Homeowner on ETA
Project Manager
Process End
Provide copy of scope (PM equipment tasking) to technician
d de ten x e y 10 rrant ts on led i wa trac s – f n ce ts o c na ac fur ontr c in inet b ca
Legend:
RM
Contacts GHA
Homeowner
WOM
FM EM Process Start
NODE:
1.0.0
TITLE:
GHA: ServicePreliminary Management Bundled Energy Solutions: Proposal - Survey
NO.:
060228MC 040421 MD
Business Unit/Location: Process Name/ID: Process Owner: Revision Date:
GreenHomes America, Amherst, New York Accounts Payable/R-WI-GHA-1251-1 Controller 02/28/06
Vendor
Vendor provides requested information
Vendor provides W-9
Yes
Invoice is received and date stamped
Is Vendor new?
Yes
Obtain Vendor information (business name, address, etc.)
Is Vendor Incorporated?
No
Obtain W-9
Vendor is entered in QuickBooks
No
Controller
Invoice is matched to packing slip and reconciled against Weekly Job Budget Sheet
Checks are cut and signed with a Signature Stamp
Checks are attached to remittance slip or statement and mailed out
Invoices are stamped and coded, then entered in to QuickBooks A/P System
Entered invoices are filed alphabetically by Vendor in an Open Tickler A/P File
Process invoices due for payment every week
Process End
Sales/Field Operations
Legend:
NODE:
Purchase is made with a Vendor (no PO system in place)
1.0.0
TITLE:
WOM RM
Process Start
FM EM
GHA: Accounts Payable Bundled Energy Solutions: Preliminary Proposal - Survey
NO.:
060228MC 040421 MD
Business Unit/Location: Process Name/ID: Process Owner: Revision Date:
GreenHomes America, Amherst, New York Accounts Receivable/R- WI-GHA-1252-1 Controller 02/14/06
Operations
Yes Weekly Job Budget Sheet is submitted to Controller
Job is initiated and contract amount is collected (up front)
Create Customer in QuickBooks
Create Project Number
Create invoices for jobs scheduled for the week
Mail copy of invoice to Customer
Is Project financed or subsidized?
Is full payment collected?
No
Collect payment before completion of job
Payment is handdelivered to Controller
Payment is applied to invoice in QuickBooks A/R System
Controller
Process Start
Process End
Payment from Energy Star Solutions or Finance Company is received & Applied to Invoice
Yes
Customer
No
No
Auditor/Financing
Legend:
NODE:
FM EM
TITLE:
Yes
WOM RM
1.0.0
Does Customer want an invoice copy?
Submit Energy Star Required Documentations for Subsidy or Financing Remittance
GHA:Energy Accounts Receivable, EnergyProposal Star Projects Bundled Solutions: Preliminary - Survey
NO.:
060110MC 040421 MD
Business Unit/Location: Process Name/ID: Process Owner: Revision Date:
GreenHomes America, Amherst, New York Accounts Receivable; WI-GHA-1252-2 Controller 02/14/06
Process Start
Final payment is collected
Operations
Weekly Job Budget Sheet is submitted to Controller
Payment is collected as progress billing is submitted
Job is initiated
Job is completed
Payment is handdelivered to Controller
Create Customer in QuickBooks
Create Job Number
Progress billing is generated as costs are incurred
Invoice & payment are processed in QuickBooks
Controller
Progress payment is applied to invoice
Mail copy of invoice to Customer
Legend:
No
WOM
Customer
RM
NODE:
Yes
FM EM
1.0.0
TITLE:
Process End
GHA: Accounts Receivable, Remodels & Additions
Does Customer want the final invoice copy mailed?
NO.:
060103 MC
Business Unit/Location: Process Name/ID: Process Owner: Revision Date:
GreenHomes America, Amherst, New York Accounts Receivable/R- WI-GHA-1252-3 Controller 02/28/06
Process Start
Field Supervisor generates invoice & collects payment
Yes Operations
Weekly Job Budget Sheet is submitted to Controller
Crew contacts Controller to provide labor hours incurred on job until job is completed
Job is initiated
Invoice required before payment? No
Controller
Create Customer in QuickBooks
Create Job Project Number
Labor hours and A/P process are applied to Job through cost coding
Invoice & payment are processed in QuickBooks
Mail copy of invoice to Customer
Yes
Legend:
WOM
Homeowner
RM
NODE:
Does Customer want an invoice copy mailed?
FM EM
1.0.0
TITLE:
GHA: Accounts Receivable, Time and Material Bundled Energy Solutions: Preliminary Proposal - Survey
No
Process End
NO.:
060228MC 040421 MD
Employees
Business Unit/Location: Process Name/ID: Process Owner: Revision Date:
New Hire fills out HR paperwork
GreenHomes America, Amherst, New York Human Resources; WI-GHA-1051-1 Controller 02/14/06
Employment eligibility is verified
PreSign ment loy Emp se and a Rele sent Co n Form
Media Consent & Release Form is signed
Provide benefits package, Employee Handbook, and go over timesheet procedure
Management
Controller
Ne > N w em > A ame ploy ee > D ddre da ta: > W ate ss o f >S 4I B i r > E ocia nfo th ntr l Se yd c ate urity #
Decision is made to hire new employee
New employee personnel file is created
New employee data is provided to Payroll Vendor
New employee data is entered into Financial Management
Process End
Process Start
Legend: Third Party Entities
Payroll Vendor Process is followed
NODE:
WOM RM FM EM
1.0.0
TITLE:
Bundled Energy GHA: Solutions: Human Resources, Preliminary New Proposal Hire - Survey
NO.:
040421 060228MC MD
Voluntary
Employees
Business Unit/Location: Process Name/ID: Process Owner: Revision Date:
GreenHomes America, Amherst, New York Human Resources; WI-GHA-1051-2 Controller 02/14/06
Resignation is submitted
Medical COBRA option is discussed
Is the employee’s last day prior to payday?
Yes
Contact Payroll Vendor to generate last paycheck and provide exit date
Controller
Process Start No Employee Personnel Folder is updated and employee exit date entered in FM
Provide exit date to Payroll Vendor
Third Party Entities
401K rollover/ options are discussed
Process End
Payroll Vendor Process is followed
Involuntary
Supervisors/ Management
Legend: Decision is made to terminate an employee
WOM
Conduct exit interview and collect any GHA Property
RM FM EM
NODE:
1.0.0
TITLE:
GHA: Human Resources, Termination
NO.:
060228MC
Business Unit/Location: Process Name/ID: Process Owner: Revision Date:
GreenHomes America, Amherst, New York Payroll; R-WI-GHA-1102-1 Controller 03/09/06
Field Personnel (chargeable)
Time Sheets Completed & turned in weekly. Report: whether salaried and vacation/sick time incurred
Salaried Personnel (non-chargeable)
Process Start
Time Sheets Completed & turned in weekly. Report: hours worked, vacation and sick time incurred.
Payroll Vendor
Accounting Personnel
Payroll called into Payroll Vendor
Time Sheets filed in Employee’s folder
Payroll is processed
Payroll reports (payroll tax incl) are submitted to GHA
Payroll Returns are filed and remitted
Process End
Paychecks received from Payroll Vendor
Payroll distributed or mailed
Legend:
WOM Controller
RM
NODE:
Charge hours incurred to appropriate Project
FM EM 1.0.0
TITLE:
GHA: Preliminary Payroll Bundled Energy Solutions: Proposal - Survey
NO.:
060309MC 040421 MD
Business Unit/Location: Process Name/ID: Process Owner: Revision Date:
GreenHomes America, Amherst, New York Fleet Management; WI-GHA-1101 General Manager 02/28/06
Operations
Vehicle is issued to field employee along with gas card and insurance card
Vehicle is garaged at GHA office and driven only to and from jobsites
Follow cleanliness and maintenance policy
Process End
No
Project Manager
Company branding is applied, including technical certifications
Controller
Vehicle is purchased, registered, insured and added to inventory
Conduct regular vehicle inspections using Vehicle Maintenance Sheet
Is vehicle due for maintenance?
Yes
Vehicle is taken in for regular maintenance
Legend:
Process Start
WOM RM FM EM
NODE:
1.0.0
TITLE:
FleetPreliminary Management Bundled EnergyGHA: Solutions: Proposal - Survey
NO.:
060228MC 040421 MD
Business Unit/Location: Process Name/ID: Process Owner: Revision Date:
GreenHomes America, Amherst, New York Safety; R-WI-GHA-1351-1 General Manager 02/28/06 Yes
Advisor/Project Management
Equipment is tested and maintained
Certification Training is Required
Equipment is recalibrated and tested
Does equipment require recalibration?
Process End No
Equipment is retested
Facilitate training event
Field Crew
Assessment is completed Process Start
New vehicle is issued Awareness and verification is conducted with Homeowner HomeOwner
Homeowner denies assessment process
Emergency medical/safety kit is provided, including MSDS Book Verif y 1. Ga the folllo wing s : 2. CO 3. Air 2 4. M turn over old 5. Fir e 6. Pr retardan e t 7. Cu -post wo rk ve stom ri enfo rcem er safe z fication one en 8. Sa fe fie t ld wo vehic le rker and
Vehicle maintenance schedule is followed
Legend:
Vehicle inspection is conducted
WOM RM
Insurance Company
Safety Awareness and Assessment is prompted by Insurance Co.
NODE:
1.0.1 1.0.0
TITLE:
FM EM
GHA:Preliminary Safety Bundled Energy Solutions: Proposal - Survey
NO.:
060228MC 040421 MD
Business Unit/Location: Process Name/ID: Process Owner: Revision Date:
GreenHomes America, Amherst, New York Field Training; WI-GHA-1102 Field Supervisor/Auditor 02/28/06
Field Operations
Mentor and train crew as requested; cross train crew
Ad hoc request is submitted from crew
Process End
Scope of work and product interaction is thoroughly explained to Crew
Work is initiated and completed
Advisor
Project or Call is Scheduled
Process Start
Homeowner
Legend:
Qualified Lead is Received Products and services are thoroughly explained to HomeOwner WOM RM FM EM
NODE:
1.0.0
TITLE:
ing ow oll f the g it, ein vis t i led d d: eb r u a tal a ins d ng laine ucts i r e n b Du exp prod ts ea uc dg ge are hat sa rod owle W p tu l > d n l i c k e w du us ow cope pro > H ob s tion n of age nt > J lana icatio ack stme p p ex ustif ing inve > J inanc n on >F etur >R
GHA: Field Training Proposal - Survey Bundled Energy Solutions: Preliminary
NO.:
060228MC 040421 MD
Quality Management System Manual GreenHomes America
Work Instructions
Published: March 2006 (Published Draft) Version 1.1
Quality Management System Manual GreenHomes America Controlled Document
CONTROLLED DOCUMENT: [WI-GHA-0101] BUSINESS UNIT:
GreenHomes America, Inc. 140 Irwin Place, Amherst, NY 14228
STANDARD TYPE:
Work Instruction
PROCEDURE TITLE: BP - Marketing
AREA: Originate Customer TYPE OF PROCEDURE: Business Process
QMS STANDARDS
DOCUMENT NUMBER: WI-GHA-0101 REVISION: 1.2
PROCEDURE STATUS Published Draft IMPLEMENTED DATE REVISION DATE 02/28/06
UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT
1.0 PURPOSE/SCOPE This work instruction provides the procedures employed in the Marketing process at GreenHomes America. Background: The GreenHomes America customer is a Homeowner with specific needs relevant to the optimal performance of the energy consumption and overall comfort of their homes. Because Homeowners are part of a diverse consumer market with varying needs and economic levels, GHA must rely heavily on soliciting the appropriate target market of Home Owners that will yield the highest rate of sales closure. The Marketing process employed at GreenHomes America aims to target specific markets through various forms of media in order to maximize the marketing effort and budget. Marketing is a business process identified in the “Originate Customer” phase of our Master Business Process. The Originate Customer Phase ensures “Quality in Perception” by setting minimum requirements for using customer driven approaches to: • • •
identify and implement market strategies create demand for products and services identify potential customers
The Originate Customer Phase ensures “Quality in Fact” by setting a minimum requirement that the first step in every process begins with the identification of and contact with the customer of the process. SOP-0050 Master Business Process and SOP-0051 Originate Customer are also available in Section 5.0 of this Policy. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES It is the responsibility of the Vice President of Marketing and Sales to ensure that all facility personnel understand and abide by the requirements of this policy and it is the responsibility of all employees to adhere to its provisions. Procedure Title: Marketing
Page 1 of 4
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-0101]
2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Business Unit President is the point of escalation for all notifications in question or contested by users or management.
3.0 PROCEDURE (SOP OR WI STEPS) STEP
WHEN
COMPETENCY (WHO)
2.
Financing entities provide up to date information
As updates are received from Financing Entities
Third party entities
Verbal Communication
3.
Discuss information provided by financing entities
Weekly Sales Meeting
Management
Enterprise Management (future) Manual
Information for published literature refreshed based on weekly meeting discussions Sales Package and Monthly Brochures are updated
Weekly Sales Meeting
After Weekly Sales Meeting
Management
Manual
Published literature is distributed to Homeowners Respond to brochure or advertising Schedule Site Visit
After each update
Management
Manual
When interested
Homeowner
Phone Call into Amherst
During phone call with Homeowner First site visit
Advisor
Phone Call
Advisor
WI-GHA-0303 Estimating and Sales
Before leaving Homeowner Decline service
Advisor
Manual
Advisor
Manual
After first site visit
Management
Relationship Management (future) Manual
5.
6.
7. 8. 9. 10. 11.
12.
Estimating and Sales Process is followed Get decision from Homeowner Lead is filed according to interest level: warm, cold, dead Customer Feedback Survey is conducted and Customer Referral is monitored
Management
HOW (TOOLS)
As updates are received from Lenders
4.
4.0
WHAT Script and copy based on Lender information and Internet resources is used for Website Print Advertising
1.
Internet GreenHomes America website (future)
Enterprise Management (future) Management
Manual Enterprise Management (future)
Enterprise Management (future)
SPECIAL DEFINITIONS For a complete list of all terms and definitions referenced in this work instruction and this quality manual, please go to the link below: Section III – 4.0 Terms and Definitions
Procedure Title: Marketing
Page 2 of 4
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-0101]
5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME SOP-0050 Master Business Process SOP-0051 BP – Originate Customer R-WI-GHA-0101 Marketing Process Map
LOCATION QMS Links: Released Library: SOP's QMS Links: Released Library: SOP's QMS Links: Released Library: Reference Documents
6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE
LOCATION
7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS GHA Forms Catalog
LOCATION Portal: GHA: Office Operations
8.0 REVISION HISTORY REVISION (X.X) DATE OF LAST REVISION (MM/DD/YY)
1.2 02/28/06
LAST APPROVAL DATE (MM/DD/YY)
DOCUMENT AUTHOR: Darin Hughes, Melissa Cipriani
DOCUMENT MANAGER: Melissa Cipriani
REASON FOR CHANGE:
SECTION / PARAGRAPH CHANGED
Revision
1.0 1.1 1.2
All 3.0 3.0, 5.0
Procedure Title: Marketing
CHANGE MADE
Initial Entry Modifications to procedure Added links to forms in 3.0 and added reference documents in 5.0
DATE OF REVISION MM/DD/YY
10/26/05 01/10/06 02/28/06
Page 3 of 4
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-0101]
9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS. Chief Information Officer, TLG General Manager, GHA President, GHA Vice President of Operations, GHA Vice President of Sales, GHA
10.0
APPROVALS FIRST APPROVER NAME: GREG LUSH TITLE: CIO, TLG SIGNATURE:
SECOND APPROVER NAME: DARIN HUGHES TITLE: VP, OPERATIONS, GHA SIGNATURE:
THIRD APPROVER NAME: MIKE ROBINSON TITLE: PRESIDENT, GHA SIGNATURE:
DOCUMENT HISTORY SECTION: Document Created on 10/24/05 by Melissa Cipriani Document Modified on 01/10/06 by Melissa Cipriani Document Modified on 02/28/06 by Melissa Cipriani
Procedure Title: Marketing
Page 4 of 4
CONTROLLED DOCUMENT: [WI-GHA-0303]
BUSINESS UNIT:
GreenHomes America, Inc. 140 Irwin Place, Amherst, NY 14228
STANDARD TYPE:
Work Instruction
PROCEDURE TITLE: BP – Estimating and Sales
AREA: Needs Assessment TYPE OF PROCEDURE: Business Process
QMS STANDARDS
DOCUMENT NUMBER: WI-GHA-0303 REVISION: 1.2
PROCEDURE STATUS Published Draft IMPLEMENTED DATE REVISION DATE 02/28/06
UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT
1.0 PURPOSE/SCOPE This is a work instruction for the Estimating and Sales processes in place at GreenHomes America. Background: GreenHomes America is committed to setting an unmatched level of excellence for our customers and continually challenging ourselves to go above and beyond expectations. In order to meet our customer’s expectations and continually deliver the best value, GreenHomes America does not sell projects but instead, provide solutions to problems. The process of solving a customer’s problem creates opportunity and this is accomplished through one of the key elements of our Master Business Process, the Needs Assessment phase. The Needs Assessment Phase is a discovery process. It ensures “Quality in Perception” by setting the minimum requirements to develop an understanding of the prospective customer’s situation, problems, and opportunities to align with product and service offering. It ensures “Quality in Fact” by setting the minimum requirements to develop an understanding of the (process) customer’s situation, problems, and opportunities to drive process design and execution. SOP-0050 Master Business Process and SOP-0053 Needs Assessment are also available in Section 5.0 of this policy. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES It is the responsibility of the Vice President of Operations and Sales Manager to ensure that all personnel understand and abide by the requirements of this policy and it is the responsibility of all employees to adhere to its provisions.
Procedure Title: Estimating and Sales
Page 1 of 4
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-0303]
2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Business Unit President is the point of escalation for all notifications in question or contested by users or management. 3.0 PROCEDURE (SOP OR WI STEPS) STEP 1. 2. 3.
4. 5. 6. 7.
8.
WHAT Respond to brochure or advertising Schedule Site Visit Sales Package is reviewed with Homeowner: Package includes: • Qualification details – Form No. 0902 • Financing options – Form No. 0903 • Terms and Conditions – Form No. 0904 • Interest rates – Form No. 0905 • Summary of Services – Form No. 0906 • Assessment scope – Form No. 0907 • Value and ROI – Form No. 0908 Get decision from Homeowner GHA Contract is signed Project Management process Lead is filed according to interest level: warm, cold, dead Customer Feedback Survey is conducted and Customer Referral is monitored
WHEN
COMPETENCY (WHO)
HOW (TOOLS)
When interested
Homeowner
Phone Call into Amherst
During phone call with Homeowner First site visit
Advisor
Phone Call
Advisor
Manual Go this link for the contents of the Sales Package: Forms Catalog
Before leaving Homeowner Decision is made
Advisor
Manual
Homeowner
GHA Form No. 1112
Go
Project Manager
WI-GHA-0601 Project Management
No Go
Advisor
Manual
After first site visit
Management
Relationship Management (future) Enterprise Management (future)
4.0 SPECIAL DEFINITIONS For a complete list of all terms and definitions referenced in this work instruction and this quality manual, please go to the link below: Section III – 4.0 Terms and Definitions
Procedure Title: Estimating and Sales
Page 2 of 4
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-0303]
5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME SOP-0050 Master Business Process SOP-0053 BP – Needs Assessment R-WI-GHA-0303-1 Estimating and Sales Process Map
LOCATION QMS Links: Released Library: SOP's QMS Links: Released Library: SOP's QMS Links: Released Library: Reference Documents
6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE
LOCATION
7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS GHA Forms Catalog
LOCATION Portal: GHA: Office Operations
8.0 REVISION HISTORY REVISION (X.X) DATE OF LAST REVISION (MM/DD/YY)
1.2 02/28/06
LAST APPROVAL DATE (MM/DD/YY)
DOCUMENT AUTHOR: Darin Hughes, Melissa Cipriani
DOCUMENT MANAGER: Melissa Cipriani
REASON FOR CHANGE:
Revision
1.0 1.1 1.2
SECTION / PARAGRAPH CHANGED
All 3.0 3.0, 5.0
Procedure Title: Estimating and Sales
CHANGE MADE
Initial Entry Modifications to procedure Added links to forms in 3.0 and added reference documents in 5.0
DATE OF REVISION MM/DD/YY
10/26/05 01/10/06 02/28/06
Page 3 of 4
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-0303]
9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS. Advisors, GHA Chief Information Officer, TLG Project Managers, GHA Sales Manager, GHA Vice President of Operations, GHA
10.0
APPROVALS FIRST APPROVER NAME: GREG LUSH TITLE: CIO, TLG SIGNATURE:
SECOND APPROVER NAME: DARIN HUGHES TITLE: VP, OPERATIONS, GHA SIGNATURE:
THIRD APPROVER NAME: MIKE ROBINSON TITLE: PRESIDENT, GHA SIGNATURE:
DOCUMENT HISTORY SECTION: Document Created on 10/24/05 by Melissa Cipriani Document Modified on 01/10/06 by Melissa Cipriani Document Modified on 02/28/06 by Melissa Cipriani
Procedure Title: Estimating and Sales
Page 4 of 4
CONTROLLED DOCUMENT: [WI-GHA-0302]
BUSINESS UNIT:
GreenHomes America, Inc. 140 Irwin Place, Amherst, NY 14228
STANDARD TYPE:
Work Instruction
PROCEDURE TITLE: BP - Financing
AREA: Business Process TYPE OF PROCEDURE: Business Case Development
QMS STANDARDS
DOCUMENT NUMBER: WI-GHA-0302 REVISION: 1.2
PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE
Published Draft 03/08/06
UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT
1.0 PURPOSE/SCOPE The GreenHomes America Customer is a Homeowner with specific home performance contracting needs from diverse economic levels. GreenHomes America’s commitment to excellence and providing premium quality products and services is evident in their established relationships with energy certification and financing entities that extend financial assistance for those who qualify. This work instruction provides the procedures employed in the Financing process at GreenHomes America. Financing is a process in the Business Case Development phase of the Master Business Process. The Business Case Development Phase ensures “Quality in Perception” by describing the minimum requirements for: 1. Designing and documenting solutions for presentation to the customer, and 2. Analysis and validation that the business and financial impact of bringing the prospective customer on board meets the Linc Group and/or Business Unit guidelines. The Business Case Development Phase also ensures “Quality in Fact” by describing the minimum requirements for designing and documenting processes that meet the customer’s needs and the Business Unit financial objectives. SOP-0050 Master Business Process and SOP-0054 Business Case Development can also be reviewed in Section 5.0 of this work instruction. 2.0 RESPONSIBILITIES .
2.1 TASK RESPONSIBILITIES It is the responsibility of the Vice President of Marketing and Sales and Vice President of Operations to ensure that all personnel understand and abide by the requirements of this policy and it is the responsibility of all employees to adhere to its provisions.
Procedure Title: Financing
Page 1 of 7
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-0302]
2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Business Unit President is the point of escalation for all notifications in question or contested by users or management.
3.0 PROCEDURE (SOP OR WI STEPS) There are three sources of financing available to Homeowners at GHA: • • • 3.1
Energy Star American General Fannie Mae (FNMA, Federal National Mortgage Association) Energy Star Financing
STEP
WHAT
WHEN
COMPETENCY (WHO)
HOW (TOOLS)
1.
Contact GHA
Beginning of process
Homeowner
Manual
2.
Pre-qualification is conducted over the phone Assessment is set
Call received from Homeowner
Finance
Manual
Homeowner is/has been one of the following• Pre-qualified • Accepted Assessment fee • Redeemed coupon
Finance / Homeowner
Relationship Management (future) Manual
3.
4.
Options are discussed with Homeowner and application is completed at assessment in the home
Assessment
Relationship Management (future)
Advisor / Homeowner
Manual
GHA Form No. 0800 Financing Options: • Energy Star Loan • Grant 5.
6.
7.
Homeowner folder is filed in tickler and followed up with based on category: cold, warm, hot Finance application is submitted to Lending Entity
Contract isn’t signed
After Contract is Signed
Advisor
Manual
Approvals for subsidy and loans are required and Finance documents are sent to Homeowner for signature and completion
Before work is scheduled
Finance
Manual
Procedure Title: Financing
Advisor
Manual Relationship Management (future)
Enterprise Management (future)
Page 2 of 7
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-0302]
STEP 8.
9.
WHAT Project and scope is submitted to Energy Star (TREAT TEST IN) for CSG Approval Project Management process is followed
WHEN
COMPETENCY (WHO)
HOW (TOOLS)
Energy Star projects
Finance
Manual
All projects
Project Manager
Manual WI-GHA-0601 Project Management
10. 11.
12.
3.2
Project is initiated and completed Signed Test out form and financing paperwork is submitted to Lending entity for loan remittance (Not applicable to all financing options)
As scheduled
Project Manager
Manual
Energy Star Project completion
Finance
Manual
Financing remittance is received
Upon approval of all project paperwork
Enterprise Management (future) GHA Form No. 1110
Controller
Manual
American General Financing (4.99%)
STEP
WHAT
WHEN
1.
Follow steps 1 thru 4 above
For American General Financing
2.
Homeowner folder is filed in tickler based on category: cold, warm, hot
Contract is not accepted
3.
Paperwork listed on “Paperwork Checklist” completed
COMPETENCY
HOW (TOOLS)
(WHO) See above
See Above
Finance
Manual Relationship Management (future)
Assessment
Advisor / Homeowner
Manual GHA Form No. 1111
4.
Input in TREAT for CSG Approval, then EFS generates Finance Sheet
Next step
Finance
TREAT (Local User PC) EFS Website
5.
Generate loan documents and send to Homeowner. Loan documents: • EFS Finance Sheet • Loan Documents • Loan Letter
Finance Sheet received
Finance
EFS Finance Sheet – Generated by EFS
Homeowner receives paperwork for signature: • EFS Finance Sheet • Loan documents • Any other
Next step
6.
Procedure Title: Financing
Loan Documents; American General Loan Application – Carbon Estimate – GHA Form No. 1102 Loan Letter – GHA Form No. 0804 Homeowner
EFS Finance Sheet – Generated by EFS Loan DocumentsAmerican General Loan Application – Carbon Estimate – GHA Form No. 1102 Loan Letter – GHA Form No. 0804
Page 3 of 7
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-0302]
STEP 7.
WHAT Project Management process is followed
8.
Project is initiated and completed 9. Job tested out and “American General completion” signed off 10. Copies of Estimate (Job Scope) Form & Financial documents are copied. EFS – receives copy of all. American General – receives originals and a copy of the Estimate (Job Scope) 11. Remittance is processed
3.3
WHEN All projects
COMPETENCY
(WHO) Project Manager
HOW (TOOLS) Manual WI-GHA-0601 Project Management
As scheduled
Project Manager
Manual
Project completion
Advisor
WI-GHA-0601 Project Management
Project Completion
Finance
Manual
Upon receipt from American General
Controller
QuickBooks
Fannie Mae (5.99%)
STEP
WHAT
1.
Follow steps 1 thru 4 above
2.
Homeowner folder is filed in tickler and called based on category: cold, warm, hot Paperwork listed on “Paperwork Checklist” completed:
3.
WHEN For Fannie Mae Financing Contract is not accepted
During assessment
COMPETENCY
HOW (TOOLS)
(WHO) See above
See Above
Finance
Manual
Advisor / Homeowner
Relationship Management (future) Manual GHA Form No. 1111
4.
Loan paperwork is faxed to EFS
After Contract is Signed
Homeowner
Manual
5.
Input in TREAT for CSG Approval, then EFS generates Finance Sheet and posts it on EFS website
Next Step
Finance
TREAT (Local User PC) EFS Website
6.
Administer loan documents and send to Homeowner. Loan documents: • EFS Finance Sheet • Loan Documents • Loan Letter
Next Step
Finance
EFS Finance Sheet – Generated by EFS
Homeowner receives paperwork for signature: • EFS Finance Sheet • Loan documents • Any other
Next Step
7.
Procedure Title: Financing
Loan DocumentsFannie Mae Loan Application – Carbon Estimate – GHA Form No. 1102 Loan Letter – GHA Form No. 0805 Homeowner
EFS Finance Sheet – Generated by EFS Loan DocumentsFannie Mae Loan Application – Carbon Estimate – GHA Form No. 1102 Loan Letter – GHA Form No. 0805
Page 4 of 7
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-0302]
STEP
WHAT
WHEN
COMPETENCY
HOW (TOOLS)
(WHO)
WI-GHA-0601 Project Management 8.
GHA mails 1 copy to EFS and 1 copy filed in folder
Next Step
Finance
Manual
9.
Project Management process is followed
All projects
Project Manager
WI-GHA-0601 Project Management
10. Project is initiated and completed
As scheduled
Project Manager
Manual
11. Job tested out
Project completion
Finance
Manual Enterprise Management (future) GHA Form No. 1110
12. Remittance is processed
Upon receipt from EFS
Controller
QuickBooks
4.0 SPECIAL DEFINITIONS For a complete list of all terms and definitions referenced in this work instruction and this quality manual, please go to the link below: Section III – 4.0 Terms and Definitions 5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME SOP-0050 Master Business Process SOP-0054 Business Case Development R-WI-GHA-0302-1,2,3 Process Maps
LOCATION QMS Links: Released Library: SOP’s QMS Links: Released Library: SOP’s QMS Links: Released Library: Reference Documents
6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE CSG Website EFS Website FNMA Website
Procedure Title: Financing
LOCATION http://www.csgrp.com/corporate/corp_home.html http://www.energyfinancesolutions.com/index.html http://www.fanniemae.com/index.jhtml
Page 5 of 7
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-0302]
7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS TREAT Software
LOCATION Local PC User Access http://treatsoftware.com/index.html TLG Portal: GHA: Office Operations
GHA Forms Catalog
8.0 REVISION HISTORY REVISION (X.X) DATE OF LAST REVISION (MM/DD/YY)
1.2 03/08/06
LAST APPROVAL DATE (MM/DD/YY)
DOCUMENT AUTHOR: Darin Hughes, Melissa Cipriani
DOCUMENT MANAGER: Melissa Cipriani
REASON FOR CHANGE:
SECTION / PARAGRAPH CHANGED
Revision
1.0 1.1 1.2
All 3.0 3.0, 5.0, 7.0
CHANGE MADE
Initial Entry Added sections 3.2 and 3.3 3.0 - added form numbers; 5.0 and 7.0 – added links to references
DATE OF REVISION MM/DD/YY
10/26/05 01/10/06 03/08/06
9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS. Chief Information Officer, TLG Controller, GHA President, GHA Vice President, Marketing and Sales, GHA Vice President, Operations, GHA
Procedure Title: Financing
Page 6 of 7
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-0302]
10.0
APPROVALS FIRST APPROVER NAME: GREG LUSH TITLE: CIO, TLG SIGNATURE:
SECOND APPROVER NAME: DARIN HUGHES TITLE: VP, OPERATIONS, GHA SIGNATURE:
THIRD APPROVER NAME: MIKE ROBINSON TITLE: PRESIDENT, GHA SIGNATURE:
DOCUMENT HISTORY SECTION: Document Created on 10/24/05 by Melissa Cipriani Document Modified on 01/10/06 by Melissa Cipriani Document Modified on 03/08/06 by Melissa Cipriani
Procedure Title: Financing
Page 7 of 7
CONTROLLED DOCUMENT: [WI-GHA-0601]
BUSINESS UNIT:
GreenHomes America, Inc. 140 Irwin Place, Amherst, NY 14228
STANDARD TYPE:
Work Instruction
PROCEDURE TITLE:
BP - Project Management
AREA: Transition and Validation TYPE OF PROCEDURE: Business Process
QMS STANDARDS
DOCUMENT NUMBER: WI-GHA-0601 REVISION: 1.2
PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE
Published Draft 02/28/06
UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT
1.0 PURPOSE/SCOPE This is a work instruction for the Project Management process in place at GreenHomes America. Background: It is the Mission of GreenHomes America to provide our customers superior quality programs, technology and personnel by implementing customized home energy solutions. In order to fulfill our mission, we must have a process in place to efficiently manage the services we provide to our customers, thus, ensuring their trust and confidence in GHA that all their expectations and requirements will be met. Project Management is an integral process in helping to fulfill our mission. It is a process that belongs in the Transition and Validation phase of GHA’s Master Business Process. The Transition and Validation Phase ensures “Perception in Quality” by describing the minimum requirements for transitioning and integrating customers according to customer expectations and internal process requirements, making appropriate adjustments as needed. To transition is to take all of the previous business process steps and create a tactical document with clear objectives, action items, deliverables and critical paths. This tactical approach assures that our product or service is delivered to meet the expectations of the Customer and Business Case. In order to validate that this information is correct, the project file or tactical action document needs to be constantly double checked against the business case. The Transition and Validation Phase ensures “Perception in Fact” by describing the minimum requirements for implementing and integrating the processes into the enterprise system, meeting customer expectations and internal process requirements, making appropriate adjustments as needed. SOP-0050 Master Business Process and SOP-0055 Transition and Validation are also available in Section 5.0 of this policy.
Procedure Title: Project Management
Page 1 of 5
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-0601]
2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES It is the responsibility of the Vice President of Operations and Project Managers to ensure that all relevant personnel understand and abide by the requirements of this policy and it is the responsibility of all employees to adhere to its provisions. 2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Business Unit President is the point of escalation for all notifications in question or contested by users or management. 3.0 PROCEDURE (SOP OR WI STEPS) STEP 1.
WHAT Materials Cost List is created from Job Scope
WHEN Start of Project
COMPETENCY (WHO) Project Manager
HOW (TOOLS) Manual Enterprise Management (future)
Material List Data Includes: • Color of home, wood types, building materials • Product application and availability • Material take off
2.
3.
GHA Form No. 1103
Labor Schedule is generated (committed timelines; labor disciplines, etc.)
Materials list is created
Materials/Equipment are ordered
After materials list is created
Project Manager
Manual GHA Form No. 1104
Project Manager
Manual Enterprise Management (future)
4.
5.
Job Scope and supporting documentations are reviewed with Field Supervisor
Once labor schedule is generated & materials ordered
Project Manager / Field Supervisor & Crew
Provide Estimate Sheet (Job scope) Data to Field Supervisor
Documentations have been reviewed with Field Supervisor
Project Manager / Field Supervisor & Crew
Manual Enterprise Management (future) GHA Form No 1102 Manual Enterprise Management (future GHA Form No. 1102
6.
7.
Job is scheduled and booked on Weekly Job Budget Sheet
Estimate Sheet Data has been received by Field Supervisor
Project Manager / Field Supervisor & Crew
Meet with Field Crew to review Project Scope, etc.
Once Job is Scheduled
Field Supervisor & Crew
Manual Relationship Management (future) GHA Form No. 1106 Manual Work Order Management (future)
Procedure Title: Project Management
Page 2 of 5
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-0601]
STEP 8.
9.
WHAT
WHEN
Materials/Equipment are received in office & Windows/ Siding delivered directly to job
As ordered
Project is initiated to completion
As scheduled
COMPETENCY (WHO) Field Supervisor & Crew
HOW (TOOLS) Manual Work Order Management (future)
Field Supervisor & Crew
Financial Management (future) Manual Work Order Management (future)
10.
11.
Project Payment is due and collected on first day of project start
First day of project
Post-project Assessment (test out) is conducted
Project completion
Advisor/Financing
Manual Financial Management (future)
Advisor/Financing
Manual Work Order Management (future) Enterprise Management (future)
12.
Test out sheet is submitted to Homeowner for Signature
Post-project Assessment (test out) completed
Advisor/Financing
GHA Form No. 1110 Manual Work Order Management (future) Enterprise Management (future)
13.
Punch list items completed
Punch list items are noted
Field Supervisor & Crew
GHA Form No. 1110 Manual Work Order Management (future) Enterprise Management (future)
14.
Signed documents are submitted for financing remittance: • Energy Star Compliance Form No. 1109 • Assessment Documents including – Form Nos. 1111 • Test out Sheet – Form No. 1110
Project completion
Advisor/Financing
Punch List Portal Form Manual Enterprise Management (future) GHA Forms Catalog
4.0 SPECIAL DEFINITIONS For a complete list of all terms and definitions referenced in this work instruction and this quality manual, please go to the link below: Section III – 4.0 Terms and Definitions
Procedure Title: Project Management
Page 3 of 5
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-0601]
5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME SOP-0050 Master Business Process SOP-0055 Transition and Validation R-WI-GHA-0601-1 Process Map
LOCATION QMS Links: Released Library: SOP’s QMS Links: Released Library: SOP’s QMS Links: Released Library: Reference Documents
6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE
LOCATION
7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS GHA Material Cost List Form No. 1103 GHA Labor Schedule Form No. 1104 GHA Job Scope Form No. 1102 GHA Estimate Sheet Form No. 1102 GHA Weekly Job Budget Sheet Form No. 1106 GHA Post-Project Assessment Form No. 1110 GHA Assessment Document Form No. 1109 GHA Assessment Document Form No. 1111 GHA Punch List
LOCATION Portal: GHA Team Site: Forms Catalog Portal: GHA Team Site: Forms Catalog Portal: GHA Team Site: Forms Catalog Portal: GHA Team Site: Forms Catalog Portal: GHA Team Site: Forms Catalog Portal: GHA Team Site: Forms Catalog Portal: GHA Team Site: Forms Catalog Portal: GHA Team Site: Forms Catalog Portal: GHA Team Site: Field Operations
8.0 REVISION HISTORY REVISION (X.X) DATE OF LAST REVISION (MM/DD/YY)
1.2 02/28/06
LAST APPROVAL DATE (MM/DD/YY)
DOCUMENT AUTHOR: Art Meyer, Mike Wojciechowski, Melissa Cipriani
Procedure Title: Project Management
DOCUMENT MANAGER: Melissa Cipriani
Page 4 of 5
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-0601]
REASON FOR CHANGE:
SECTION / PARAGRAPH CHANGED
Revision
1.0 1.1 1.2
All 3.0 3.0, 5.0., 7.0
DATE OF REVISION MM/DD/YY
CHANGE MADE
Initial Entry Modifications to procedures Modifications to procedures and added hyperlinks to 5.0 and 7.0
10/26/05 01/10/06 02/28/06
9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS. Advisors, GHA Chief Information Officer, TLG General Manager, GHA Project Managers, GHA Vice President of Operations, GHA
10.0
APPROVALS FIRST APPROVER NAME: GREG LUSH TITLE: CIO, TLG SIGNATURE:
SECOND APPROVER NAME: DARIN HUGHES TITLE: VP, OPERATIONS, GHA SIGNATURE:
THIRD APPROVER NAME: MIKE ROBINSON TITLE: PRESIDENT, GHA SIGNATURE:
DOCUMENT HISTORY SECTION: Document Created on 10/24/05 by Melissa Cipriani Document Modified on 01/10/06 by Melissa Cipriani Document Modified on 02/28/06 by Melissa Cipriani
Procedure Title: Project Management
Page 5 of 5
CONTROLLED DOCUMENT: [WI-GHA-0603]
BUSINESS UNIT:
GreenHomes America, Inc. 140 Irwin Place, Amherst, NY 14228
STANDARD TYPE:
Work Instruction
PROCEDURE TITLE: BP - Field Supervision
AREA:
Delivery
TYPE OF PROCEDURE: Business Process
QMS STANDARDS
DOCUMENT NUMBER: WI-GHA-0603 REVISION: 1.2
PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE
Published Draft 02/28/06
UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT
1.0 PURPOSE/SCOPE This is a work instruction on the Field Supervision process employed at GreenHomes America. Background: It is the mission of GreenHomes America to provide our customers superior quality programs, technology and personnel by implementing customized home performance contracting solutions. In order to fulfill our mission, we must have a process in place to efficiently manage the services we provide to our customers, thus, ensuring their trust and confidence in GHA that their expectations and requirements will be met. Field Supervision is an integral process in helping to fulfill our mission. It is a process that belongs in the Delivery phase of GreenHomes America’s Master Business Process. The Delivery Phase ensures “Perception in Quality” by describing the minimum requirements related to execution, the checks and balances for execution and staying on time and the continual review of contractual obligations for delivery, due dates, anticipated release dates, and contractually held response times. The Delivery Phase ensures “Perception in Fact” by describing the minimum requirements related to the execution of processes with first time performance, on time. SOP-0050 Master Business Process and SOP-0056 Delivery are also available in Section 5.0 of this policy. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES It is the responsibility of the Field Supervisors and Vice President of Operations to ensure that all relevant personnel understand and abide by the requirements of this policy and it is the responsibility of all relevant employees to adhere to its provisions.
Procedure Title: Field Supervision
Page 1 of 4
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-0603]
2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Business Unit President is the point of escalation for all notifications in question or contested by users or management. 3.0 PROCEDURE (SOP OR WI STEPS) All projects initiated at GHA require a field supervisor. It is the field supervisor’s responsibility to execute the procedures listed below in order to deliver the scope of work agreed upon by GHA and the Homeowner. STEP 1.
2. 3. 4.
WHAT New project is booked
Field Supervisor reviews scope and assigns crew to call or job Scheduling process is followed (Service Management) Scope is provided to assigned Advisor(s)
WHEN Contract/financing is executed
COMPETENCY (WHO) Advisor; Controller
HOW (TOOLS) Weekly Job Budget Sheet – GHA Form No. 1106 QuickBooks
Service needed
Field Operations
Work Order Management (future) Financial Management (future) Enterprise Management (future) Manual
Field Supervisor assigns crew
Project Management
Enterprise Management (future) Manual
Service Call
Field Operations
Enterprise Management (future) Manual
Scope review with team for series of tasks, highlevel timeline, etc. Work is Scheduled
Project booked
Field Operations
Work Order Management (future) Enterprise Management (future) Manual
Work scope completed
Project Management
Enterprise Management (future) Manual
7.
Work is initiated and completed
After service call is scheduled
Field Operations
Work Order Management (future) Manual
8.
Work is initiated
After project is scheduled
Field Operations
Work Order Management (future) Manual
Explain scope to Homeowner and provide consistent communications Explain work scope and discuss property lines, etc. with Homeowner’s neighbors.
Start of job and continually after
Field Supervisor
Work Order Management (future) Enterprise Management (future) Manual
Through out Project
Field Supervisor
Manual
11.
Assist crew with work and continually Supervise crew
Through out Project
Field Supervisor
Manual
12.
Continually communicate with project management team on progress of work
Through out Project
Field Supervisor
Manual
5. 6.
9.
10.
Procedure Title: Field Supervision
Relationship Management (future)
Enterprise Management (future)
Page 2 of 4
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-0603]
STEP 13.
14. 15.
WHAT
WHEN
COMPETENCY (WHO) Advisor
HOW (TOOLS)
During test out, punch list items are recorded and reviewed with Homeowner
Work is complete
Test Out - GHA Form No. 1110 Punch List Portal Form
Punch list items are addressed and resubmitted to customer Sign off on Test out Sheet / Punch list
During final walkthru
Filed Supervisor
Punch List Portal Form
During final walkthru
Homeowner
Enterprise Management (future) Test Out - GHA Form No. 1110 Punch List Portal Form
Enterprise Management (future)
Enterprise Management (future) Relationship Management (future)
4.0 SPECIAL DEFINITIONS For a complete list of all terms and definitions referenced in this work instruction and this quality manual, please go to the link below: Section III – 4.0 Terms and Definitions 5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME R-WI-GHA-0603 Field Supervision Process Map SOP-0050 Master Business Process SOP-0056 Delivery
LOCATION QMS Links: Released Library: Reference Documents QMS Links: Released Library: SOP's QMS Links: Released Library: SOP's
6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE
LOCATION
7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS Punch List Portal Form GHA Form No. 1106: Weekly Job Budget Sheet
Procedure Title: Field Supervision
LOCATION TLG Portal: Sites: GHA: Field Operations TLG Portal: Sites: GHA: Office Operations
Page 3 of 4
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-0603]
8.0 REVISION HISTORY REVISION (X.X) DATE OF LAST REVISION (MM/DD/YY)
1.2 02/28/06
LAST APPROVAL DATE (MM/DD/YY)
DOCUMENT AUTHOR: Mike Wojciechowski, Melissa Cipriani
DOCUMENT MANAGER: Melissa Cipriani
REASON FOR CHANGE:
SECTION / PARAGRAPH CHANGED
Revision
1.0 1.1 1.2
All 3.0 5.0
DATE OF REVISION MM/DD/YY
CHANGE MADE
Initial Entry Modifications to Section 3.0 following process owner review of map Added hyperlinks
10/25/05 01/10/06 02/28/06
9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS. Chief Information Officer, TLG Vice President of Operations, GHA General Manager, GHA
10.0
APPROVALS FIRST APPROVER NAME: GREG LUSH TITLE: CIO, TLG SIGNATURE:
SECOND APPROVER NAME: DARIN HUGHES TITLE: VP, OPERATIONS, GHA SIGNATURE:
THIRD APPROVER NAME: MIKE ROBINSON TITLE: PRESIDENT, GHA SIGNATURE:
DOCUMENT HISTORY SECTION: Document Created on 10/24/05 by Melissa Cipriani Document Modified on 01/10/06 by Melissa Cipriani Document Modified on 02/28/06 by Melissa Cipriani
Procedure Title: Field Supervision
Page 4 of 4
CONTROLLED DOCUMENT: [WI-GHA-0602]
BUSINESS UNIT:
GreenHomes America, Inc. 140 Irwin Place, Amherst, NY 14228
STANDARD TYPE:
Work Instruction
PROCEDURE TITLE: BP - Service Management
AREA: Delivery TYPE OF PROCEDURE: Business Process
QMS STANDARDS
DOCUMENT NUMBER: WI-GHA-0602 REVISION: 1.2
PROCEDURE STATUS Published Draft IMPLEMENTED DATE REVISION DATE 02/28/06
UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT
1.0 PURPOSE/SCOPE This is a work instruction for the Service Management process in place at GreenHomes America. Background: It is the Mission of GreenHomes America to provide our customers superior quality programs, technology and personnel by implementing customized home performance contracting solutions. In order to fulfill our mission, we must have a process in place to efficiently manage the services we provide to our customers, thus, ensuring that all their expectations and requirements will be met. Service Management is an integral process in helping to fulfill our mission. It is a process that belongs in the Delivery phase of GreenHomes America’s Master Business Process. The Delivery Phase ensures “Perception in Quality” by describing the minimum requirements related to execution, the checks and balances for execution and staying on time and the continual review of contractual obligations for delivery, due dates, anticipated release dates, and contractually held response times. The Delivery Phase ensures “Perception in Fact” by describing the minimum requirements related to the execution of processes with first time performance, on time. SOP-0050 Master Business Process and SOP-0056 Delivery are also available in Section 5.0 of this policy. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES It is the responsibility of the Vice President of Operations and General Manager to ensure that all personnel understand and abide by the requirements of this policy and it is the responsibility of all employees to adhere to its provisions. 2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Business Unit President is the point of escalation for all notifications in question or contested by users or management. Procedure Title: Service Management
Page 1 of 4
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-0602]
3.0 PROCEDURE (SOP OR WI STEPS) There are two events that initiate the process of Service Management at GreenHomes America: • Scheduled Calls: o Furnace Preventive Maintenance Contracts – GHA installed furnaces that included extended warranty contracts for maintaining the furnaces which resulted from a focused and short-lived marketing effort to generate new customers. • Unscheduled Calls: o Service calls for HVAC repair work from installations or projects that have passed the warranty period. 3.1 Scheduled Calls STEP WHAT PM on furnace is scheduled 1.
WHEN
COMPETENCY (WHO) Project Manager
Manual
Project Manager
Work Order Management (future) Manual
2.
Homeowner is contacted with our ETA
3.
Copy of Appointment book is placed in technician’s in box
Each Monday morning
Project Manager / Field Operations
4.
Provide copy of scope (PM equipment tasking) to technician
When Call is Scheduled
Field Operations
PM is performed
Upon arrival
5.
HOW (TOOLS)
PM due date annually – prior to heating season At least 1 week prior
Work Order Management (future) Manual Work Order Management (future) Manual Work Order Management (future)
Technician
Manual Work Order Management (future)
3.2 Unscheduled Calls STEP WHAT 1. Project Manager advises
WHEN
COMPETENCY (WHO)
HOW (TOOLS)
When Homeowner calls for service
Project Manager
Project Manager or Field Supervisor assigns technician to respond
As needed
Project Manager / Field Operations
3.
Copy of Appointment book is placed in technician’s in box
Each Monday morning
Project Manager / Field Operations
4.
Verbally pass the nature of call to technician
When call is Unscheduled
Field Operations
Work Order Management (future) Manual
5.
Work is initiated and completed
At scheduled time
Field Operations
Work Order Management (future) Manual
Homeowner on ETA
2.
Manual Work Order Management (future) Manual Work Order Management (future) Manual
Work Order Management (future)
Procedure Title: Service Management
Page 2 of 4
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-0602]
4.0 SPECIAL DEFINITIONS For a complete list of all terms and definitions referenced in this work instruction and this quality manual, please go to the link below: Section III – 4.0 Terms and Definitions 5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME R-WI-GHA-0602-1 Service Management SOP-0050 Master Business Process SOP-0056 Delivery
LOCATION QMS Links: Released Library: Reference Documents QMS Links: Released Library: SOP’s QMS Links: Released Library: SOP’s
6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE
LOCATION
7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS
LOCATION
8.0 REVISION HISTORY REVISION (X.X) DATE OF LAST REVISION (MM/DD/YY)
1.2 02/28/06
LAST APPROVAL DATE (MM/DD/YY)
DOCUMENT AUTHOR: Art Meyer, Melissa Cipriani
Procedure Title: Service Management
DOCUMENT MANAGER: Melissa Cipriani
Page 3 of 4
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-0602]
REASON FOR CHANGE:
SECTION / PARAGRAPH CHANGED
Revision
1.0 1.1 1.2
All 3.0 3.0, 5.0
CHANGE MADE
Initial Entry Modifications to procedures Added links
DATE OF REVISION MM/DD/YY
10/26/05 01/10/06 02/28/06
9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS. Chief Information Officer, TLG General Manager, GHA Project Managers, GHA Vice President of Operations, GHA
10.0
APPROVALS
FIRST APPROVER NAME: GREG LUSH TITLE: CIO, TLG SIGNATURE:
SECOND APPROVER NAME: DARIN HUGHES TITLE: VP, OPERATIONS, GHA SIGNATURE:
THIRD APPROVER NAME: MIKE ROBINSON TITLE: PRESIDENT, GHA SIGNATURE:
DOCUMENT HISTORY SECTION: Document Created on 10/24/05 by Melissa Cipriani Document Modified on 01/10/06 by Melissa Cipriani Document Modified on 02/28/06 by Melissa Cipriani
Procedure Title: Service Management
Page 4 of 4
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-1251]
BUSINESS UNIT:
GreenHomes America, Inc. 140 Irwin Place, Amherst, NY 14228
STANDARD TYPE:
Work Instruction
PROCEDURE TITLE: MS – Accounts Payable
AREA:
DOCUMENT NUMBER: WI-GHA-1251 REVISION: 1.2
Accounting
TYPE OF PROCEDURE:
PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE
Management Systems
Published Draft mm/dd/yy
02/28/06
UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT
1.0 PURPOSE/SCOPE This work instruction is a policy for the conduct of processing and remitting payment of vendor invoices at GreenHomes America. Background: GreenHomes America values its relationship with all vendors and considers them our partners in providing the highest quality of service to all our customers. The efficient processing of vendor invoices should be given priority to ensure that all costs incurred can be applied and invoiced in a timely manner. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES It is the responsibility of the Controller to ensure that all GreenHomes America personnel understand and abide by the requirements of this work instruction and it is the responsibility of all employees to relate to this process with urgency as if the cash was coming from their pockets. 2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Business Unit President is the point of escalation for all notifications in question or contested by users or management. 3.0 PROCEDURE (SOP OR WI STEPS) STEP 1. 2.
WHAT
WHEN
COMPETENCY (WHO)
HOW (TOOLS)
Purchase is made with a vendor
Materials needed
Operations, Sales
Manual
Invoice is received and date stamped
Vendor issues
Controller
Enterprise Management (future) Manual
Procedure Title: Accounting - Accounts Payable
Page 1 of 4
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-1251]
STEP 3.
WHAT
WHEN
COMPETENCY (WHO)
HOW (TOOLS)
5.
Obtain Vendor Information (business name, address, etc.) Vendor provides requested information Obtain W-9
6.
Vendor is entered
When Vendor is new
Controller
QuickBooks
7.
Invoice is matched to packing slip and reconciled against Weekly Job Budget Sheet Invoices are stamped, coded and entered into A/P system Entered invoices are filed alphabetically by Vendor in Open Tickler A/P file Process Invoices due for payment Checks are cut and signed with a Signature Stamp Checks are attached to remittance slip or statement and mailed out
Prior to due date
Controller
Financial Management (future) GHA Form No. 1106
Next step
Controller
Enterprise Management (future) Financial Management (future) QuickBooks
Next step
Controller
Financial Management (future) Manual
Weekly
Controller
Financial Management (future) QuickBooks
Weekly
Controller
QuickBooks
Next step
Controller
Manual
4.
8. 9. 10. 11. 12.
When Vendor is new
Controller
Manual
When Vendor is new
Vendor
Manual
When Vendor is new and not incorporated
Controller
Form W-9 (IRS Form)
4.0 SPECIAL DEFINITIONS For a complete list of all terms and definitions referenced in this work instruction and this quality manual, please go to the link below: Section III – 4.0 Terms and Definitions 5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME
LOCATION
R-WI-GHA-1251-1 Accounts Payable Process Map
QMS Links: Released Library: Reference Documents
6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE
Procedure Title: Accounting - Accounts Payable
LOCATION
Page 2 of 4
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-1251]
7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS QuickBooks
LOCATION Local PC User
8.0 REVISION HISTORY REVISION (X.X) DATE OF LAST REVISION (MM/DD/YY)
1.2 02/28/06
LAST APPROVAL DATE (MM/DD/YY)
DOCUMENT AUTHOR: Sam Ellis, Melissa Cipriani
DOCUMENT MANAGER: Melissa Cipriani
REASON FOR CHANGE:
Revision
1.0 1.1 1.2
SECTION / PARAGRAPH CHANGED
All 3.0, 4.0 3.0
CHANGE MADE
Initial Entry Modifications from process owner review; general document housekeeping changes Inserted hyperlinks to Forms
DATE OF REVISION MM/DD/YY
10/26/05 01/10/06 02/28/06
9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS. Chief Information Officer, The Linc Group Controller, GreenHomes America President, GreenHomes America
Procedure Title: Accounting - Accounts Payable
Page 3 of 4
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-1251]
10.0
APPROVALS FIRST APPROVER NAME: GREG LUSH TITLE: CIO, TLG SIGNATURE:
SECOND APPROVER NAME: DARIN HUGHES TITLE: VP, OPERATIONS, GHA SIGNATURE:
THIRD APPROVER NAME: MIKE ROBINSON TITLE: PRESIDENT, GHA SIGNATURE:
DOCUMENT HISTORY SECTION: Document Created on 10/24/05 by Melissa Cipriani Document Modified on 01/10/06 by Melissa Cipriani Document Modified on 02/28/06 by Melissa Cipriani
Procedure Title: Accounting - Accounts Payable
Page 4 of 4
CONTROLLED DOCUMENT: WI-GHA-1252
BUSINESS UNIT:
GreenHomes America, Inc. 140 Irwin Place, Amherst, NY 14228
STANDARD TYPE:
Work Instruction
PROCEDURE TITLE:
MS - Accounts Receivable
AREA: Accounting TYPE OF PROCEDURE:
Management Systems
QMS STANDARDS
DOCUMENT NUMBER: WI-GHA-1252 REVISION: 1.2
PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE
PUBLISHED DRAFT mm/dd/yy
02/28/06
UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT
1.0 PURPOSE/SCOPE This is a policy for the conduct of invoicing and collecting at GreenHomes America. For The Linc Group policy on accounting for bad debts, please consult WI-TLG-1252 Accounts Receivable Policy. Background: Efficient Working Capital management is a priority for all The Linc Group Business Units. A minimal delay between incurring costs and billing our customers will decrease our cash out-of-pocket and will highlight any potential collection problems. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES It is the responsibility of Controller and General Manager to ensure that all personnel understand and abide by the requirements of this policy and it is the responsibility of all employees to relate to this process with urgency as if the cash was coming from their pockets. 2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Business Unit President is the point of escalation for all notifications in question or contested by users or management. 3.0 PROCEDURE (SOP OR WI STEPS) GreenHomes America provides three major types of home performance contracting services and the procedures involved for the invoicing and collection of each type of service differ according to their requirements. For detailed description of each type of service, please refer to SOP-0013 also linked from Section 5.0 of this work instruction. • Energy Star Projects • Remodels or Additions • Time and Material Procedure Title: Accounts Receivable
Page 1 of 5
QMS STANDARDS
CONTROLLED DOCUMENT: WI-GHA-1252
3.1
Energy Star Projects
STEP
WHAT
WHEN
COMPETENCY
HOW (TOOLS)
(WHO) Operations
GHA Form No. 1106
1. Weekly Job Budget Sheet is Submitted to Controller
A/P process begins
2. Create Customer Record
Upon receipt of weekly Budget Sheet
Controller
Enterprise Management (future) QuickBooks
3. Create Project Number
After customer is created in QuickBooks
Controller
Financial Management (future) QuickBooks
After Project numbers are assigned to Customer Prior to beginning job
Controller
QuickBooks
Field Supervisor
Financial Management (future) Manual
6. Payment is hand delivered to Controller 7. Payment is applied to invoice
Same day collected
Field Supervisor
Manual
Upon receipt
Controller
QuickBooks
8. Collect balance of payment due before completing the job
If full payment was not collected up front
Field Supervisor
Financial Management (future) Manual
9. Balance due is hand delivered to Controller 10 Payment is applied to invoice
Contract amount collected Upon receipt
Field Supervisor
Manual
Controller
QuickBooks
11 Mail copy of invoice to customer (when requested)
Full Payment received and work is completed
Controller
Financial Management (future) Manual
4. Create invoices for jobs scheduled for the week 5. Job is initiated and contract amount is collected
Financial Management (future)
Enterprise Management (future)
3.2
Remodels or Additions
STEP
WHAT
5.
Follow steps 1 thru 4 above
6.
Progress billing is generated
WHEN For remodel or addition type of work As costs are incurred
COMPETENCY
HOW (TOOLS)
(WHO) See above
See Above
Controller
QuickBooks Financial Management (future)
7.
Payment is collected as progress billing is submitted
Through out project
Field Supervisor
Manual
8.
Progress payment is applied to invoice
As received
Controller
QuickBooks
9.
Final payment is collected
At job completion
Field Supervisor
Financial Management (future) Manual
Payment is hand-delivered to Controller
Upon receipt
Field Supervisor
Manual
10.
Procedure Title: Accounts Receivable
Page 2 of 5
QMS STANDARDS
CONTROLLED DOCUMENT: WI-GHA-1252
3.1
Energy Star Projects
STEP
WHAT
WHEN
COMPETENCY
HOW (TOOLS)
(WHO) Operations
GHA Form No. 1106
1. Weekly Job Budget Sheet is Submitted to Controller
A/P process begins
2. Create Customer Record
Upon receipt of weekly Budget Sheet
Controller
Enterprise Management (future) QuickBooks
3. Create Project Number
After customer is created in QuickBooks
Controller
Financial Management (future) QuickBooks
After Project numbers are assigned to Customer Prior to beginning job
Controller
QuickBooks
Field Supervisor
Financial Management (future) Manual
6. Payment is hand delivered to Controller 7. Payment is applied to invoice
Same day collected
Field Supervisor
Manual
Upon receipt
Controller
QuickBooks
8. Collect balance of payment due before completing the job
If full payment was not collected up front
Field Supervisor
Financial Management (future) Manual
9. Balance due is hand delivered to Controller 10 Payment is applied to invoice
Contract amount collected Upon receipt
Field Supervisor
Manual
Controller
QuickBooks
11 Mail copy of invoice to customer (when requested)
Full Payment received and work is completed
Controller
Financial Management (future) Manual
4. Create invoices for jobs scheduled for the week 5. Job is initiated and contract amount is collected
Financial Management (future)
Enterprise Management (future)
3.2
Remodels or Additions
STEP
WHAT
5.
Follow steps 1 thru 4 above
6.
Progress billing is generated
WHEN For remodel or addition type of work As costs are incurred
COMPETENCY
HOW (TOOLS)
(WHO) See above
See Above
Controller
QuickBooks Financial Management (future)
7.
Payment is collected as progress billing is submitted
Through out project
Field Supervisor
Manual
8.
Progress payment is applied to invoice
As received
Controller
QuickBooks
9.
Final payment is collected
At job completion
Field Supervisor
Financial Management (future) Manual
Payment is hand-delivered to Controller
Upon receipt
Field Supervisor
Manual
10.
Procedure Title: Accounts Receivable
Page 2 of 5
QMS STANDARDS
CONTROLLED DOCUMENT: WI-GHA-1252
STEP
WHAT
WHEN
COMPETENCY
11.
Payment is applied to Invoice
Upon receipt
12.
Mail copy of invoice to customer
If Customer wants the final invoice copy mailed
HOW (TOOLS)
(WHO) Controller
QuickBooks
Controller
Financial Management (future) QuickBooks Financial Management (future) Enterprise Management (future)
3.3
Time and Material
STEP 5. 7.
8.
9.
10. 11.
WHAT Follow steps 1 thru 4 above in Section 3.1 Crew contacts Controller to provide labor hours incurred on job until job is completed Labor hours and A/P process are applied to job through cost coding Generate invoice & collects payment
Payment is delivered to Controller Invoice and payment are processed
WHEN
COMPETENCY
HOW (TOOLS)
For remodel or addition type of work Daily
(WHO) See above (section 3.1) Field Supervisor
Daily
Controller
QuickBooks
Upon job completion
Field Supervisor
Financial Management (future) Manual
Upon receipt
Field Supervisor
Relationship Management (future) Enterprise Management (future) Manual
Upon receipt
Controller
QuickBooks
See above (section 3.1) Manual
Financial Management (future)
4.0 SPECIAL DEFINITIONS For a complete list of all terms and definitions referenced in this work instruction and this quality manual, please go to the link below: Section III – 4.0 Terms and Definitions
5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME
LOCATION
R-WI-GHA-1252-1 Process Map – Energy Star Projects R-WI-GHA-1252-2 Process Map – Remodels and Additions R-WI-GHA-1252-3 Process Map – Time and Material WI-TLG-1252 Accounts Receivable Policy
QMS Links: QMS Released Library: Reference Documents
Procedure Title: Accounts Receivable
QMS Links: QMS Released Library: Reference Documents QMS Links: QMS Released Library: Reference Documents QMS Links: Released Library: Work Instructions
Page 3 of 5
QMS STANDARDS
CONTROLLED DOCUMENT: WI-GHA-1252
6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE
LOCATION
7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS QuickBooks
LOCATION Local PC User
8.0 REVISION HISTORY REVISION (X.X) DATE OF LAST REVISION (MM/DD/YY)
1.2 02/28/06
LAST APPROVAL DATE (MM/DD/YY)
DOCUMENT AUTHOR: Sam Ellis, Melissa Cipriani
DOCUMENT MANAGER: Melissa Cipriani
REASON FOR CHANGE:
Revision
1.0 1.1 1.2
SECTION / PARAGRAPH CHANGED
All Section 3.0 Section 3.0
CHANGE MADE
Initial entry Modifications to procedures Modifications to procedures
DATE OF REVISION MM/DD/YY
10/25/05 01/10/06 02/28/06
9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS. Chief Information Officer, The Linc Group Controller, GreenHomes America President, GreenHomes America
Procedure Title: Accounts Receivable
Page 4 of 5
QMS STANDARDS
CONTROLLED DOCUMENT: WI-GHA-1252
10.0
APPROVALS FIRST APPROVER NAME: GREG LUSH TITLE: CIO, TLG SIGNATURE:
SECOND APPROVER NAME: DARIN HUGHES TITLE: VP, OPERATIONS, GHA SIGNATURE:
THIRD APPROVER NAME: MIKE ROBINSON TITLE: PRESIDENT, GHA SIGNATURE:
DOCUMENT HISTORY SECTION: Document Created on 10/24/05 by Melissa Cipriani Document Modified on 01/10/06 by Melissa Cipriani Document Modified on 02/28/06 by Melissa Cipriani
Procedure Title: Accounts Receivable
Page 5 of 5
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-1051]
BUSINESS UNIT:
GreenHomes America, Inc. 140 Irwin Place, Amherst, NY 14228
STANDARD TYPE:
Work Instruction
PROCEDURE TITLE: MS - Human Resources
AREA: Human Resources TYPE OF PROCEDURE: Management Systems
DOCUMENT NUMBER: WI-GHA-1051 REVISION: 1.2
PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE
Published Draft 02/28/06
UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT
1.0 PURPOSE/SCOPE This is a policy for the processes required in Human Resources that include new hires and terminations. Background: GreenHomes America is committed to providing an unmatched level of excellence for all customers. This commitment is only possible with a team that exemplifies the highest caliber in their field of expertise. Further, GHA is committed to being the employer of choice and to recognizing our success is a result of everyone’s contribution. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES It is the responsibility of the Corporate Human Resources Director and Corporate Controller to ensure that all facility personnel understand and abide by the requirements of this policy and it is the responsibility of all employees to adhere to its provisions. 2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Business Unit President is the point of escalation for all notifications in question or contested by users or management. 3.0 PROCEDURE (SOP OR WI STEPS) 3.1 New Hires STEP 1.
WHAT Decision is made to hire new employee
WHEN As needed
COMPETENCY (WHO) Hiring Supervisor
HOW (TOOLS) Manual Enterprise Management (future)
Procedure Title: Human Resources
Page 1 of 4
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-1051] STEP 2.
3.
WHAT
WHEN
Employment Eligibility is verified, Pre-employment consent form is signed
Upon hiring
New Hire paperwork is completed
Start date
COMPETENCY (WHO) Corporate HR
HOW (TOOLS) Manual GHA Form No. 1401
New Hire
Manual
Corporate HR
HR Forms are provided by Corporate HR in Houston Manual
Provide benefits package, Employee Handbook, and go over timesheet procedure
Start date
5.
Media Consent & Release Form (including publicity photos, background check, credit check, MVR, etc.) is signed
Start date
New Hire
Enterprise Management (future) GHA Form No. 1400
6.
New Employee personnel file is created
Upon hiring
Controller
Manual
7.
New employee data is provided to Payroll Vendor
Upon hiring
Controller
Manual
4.
GHA Form No. 1402
New Employee data: • Name • Address • Date of Birth • W-4 Info • Social Security # • Entry date • Pay Rate 8.
Vendor process is followed
Upon hiring
Payroll vendor
External Process
9.
Corporate HR process is followed
Upon execution of all HR paperwork
Corporate HR
Corporate HR Process
10.
New Employee Portal Processing is followed
Upon hiring
Hiring Supervisor
WI-TLG-0502 Employee Status Portal Processing, Section 3.1
3.2 Terminations STEP
WHAT
WHEN
COMPETENCY (WHO)
HOW (TOOLS)
1.
Decision is made to terminate an employee
Involuntary Termination
Supervisor
Manual
2.
Resignation is submitted
Employee
Enterprise Management (future) Manual
3.
Conduct exit interview and collect any GHA Property 401K rollover/options are discussed
Voluntary Termination Involuntary/ Voluntary Termination Involuntary/ Voluntary Termination Involuntary/ Voluntary Termination
4.
5.
Medical COBRA option is discussed
Procedure Title: Human Resources
Supervisor and Corporate HR
GHA Form No. 1404
Controller
Manual
Controller
Manual
Page 2 of 4
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-1051] STEP 6.
7. 8.
9.
10.
WHAT Contact Payroll Vendor to generate last paycheck and provide exit date Provide exit date to Payroll Vendor Payroll Vendor process is followed Employee Personnel Folder is updated and employee exit date entered in QuickBooks Employee Portal Processing is followed
WHEN
COMPETENCY (WHO)
HOW (TOOLS)
Employee’s last day is prior to payday
Controller
Manual
Employee’s last day is after payday Involuntary/ Voluntary Termination Involuntary/ Voluntary Termination
Controller
Manual
Payroll Vendor
External Process
Controller
Manual
Upon termination
Hiring Supervisor
WI-TLG-0502 Employee Status Portal Processing, Section 3.3
4.0 SPECIAL DEFINITIONS For a complete list of all terms and definitions referenced in this work instruction and this quality manual, please go to the link below: Section III – 4.0 Terms and Definitions 5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME R-WI-GHA-1051-1 HR New Hire R-WI-GHA-1051-2 HR Terminations WI-TLG-0502 Employee Status Portal Processing WI-TLG-1501 New Hire Education Policy SOP-0134 HR – Termination Process
LOCATION QMS Links: Released Library: Reference Documents QMS Links: Released Library: Reference Documents QMS Links: Released Library: Work Instructions QMS Links: Released Library: Work Instructions QMS Links: Released Library: SOP's
6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE
LOCATION
7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS GHA Pre-Employment Consent Form GHA Employee Media Consent & Release Form GHA Employee Exit Interview Form GHA Timesheet
Procedure Title: Human Resources
LOCATION Portal: GHA Portal: GHA Portal: GHA Portal: GHA
Team Team Team Team
Site: Site: Site: Site:
Forms Forms Forms Forms
Catalog Catalog Catalog Catalog
Page 3 of 4
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-1051] 8.0 REVISION HISTORY REVISION (X.X) DATE OF LAST REVISION (MM/DD/YY)
1.2 02/28/06
LAST APPROVAL DATE (MM/DD/YY)
DOCUMENT AUTHOR: Sam Ellis; Melissa Cipriani
DOCUMENT MANAGER: Melissa Cipriani
REASON FOR CHANGE:
SECTION / PARAGRAPH CHANGED
Revision
1.0 1.1 1.2
All 3.0 3.0, 5.0, 7.0
DATE OF REVISION MM/DD/YY
CHANGE MADE
Initial Entry Modifications from process map review Modifications to procedures, added hyperlinks to 5.0 and 7.0
10/26/05 01/10/06 02/28/06
9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS. Business Unit President, GHA Chief Information Officer, TLG Controller, GHA Corporate HR Director, TLG General Manager, GHA 10.0
APPROVALS FIRST APPROVER NAME: GREG LUSH TITLE: CIO, TLG SIGNATURE:
SECOND APPROVER NAME: DARIN HUGHES TITLE: VP, OPERATIONS, GHA SIGNATURE:
THIRD APPROVER NAME: MIKE ROBINSON TITLE: PRESIDENT, GHA SIGNATURE:
DOCUMENT HISTORY SECTION: Document Created on 10/24/05 by Melissa Cipriani Document Modified on 01/10/06 by Melissa Cipriani Document Modified on 02/28/06 by Melissa Cipriani
Procedure Title: Human Resources
Page 4 of 4
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-1253]
BUSINESS UNIT:
GreenHomes America, Inc. 140 Irwin Place, Amherst, NY 14228
STANDARD TYPE:
Work Instruction
PROCEDURE TITLE: MS - Payroll
DOCUMENT NUMBER: WI-GHA-1253 REVISION: 1.3
AREA: Accounting TYPE OF PROCEDURE:
Management Systems
PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE
Published Draft 03/09/06
UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT
1.0 PURPOSE/SCOPE This work instruction provides the procedure and conduct for processing payroll for all GreenHomes America employees. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES It is the responsibility of the Controller to ensure that all personnel understand and abide by the requirements of this policy and it is the responsibility of all employees to comply with its provisions. 2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Business Unit President is the point of escalation for all notifications in question or contested by users or management. 3.0 PROCEDURE (SOP OR WI STEPS) The payroll procedure has two categories of application, based on the type of employee: • •
STEP 1.
2.
Field Personnel (Non-Exempt): Hourly employees whose incurred time are chargeable to a project Office Personnel (Exempt/Non-Exempt): Salaried employees whose incurred time are nonchargeable WHAT
WHEN
Hours and vacation/sick time incurred are recorded on timesheets
Weekly
Indicate that employee is Salaried and vacation/sick
Weekly
Procedure Title: Payroll
COMPETENCY (WHO) Hourly/Field Personnel
HOW (TOOLS) GHA Form No. 1402 Work Order Management (future)
Salaried Personnel
GHA Form No. 1402
Page 1 of 4
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-1253]
STEP
WHAT
WHEN
COMPETENCY (WHO)
time incurred are recorded on timesheets
HOW (TOOLS) Enterprise Management (future)
3.
Timesheets are turned into Accounting Personnel
Weekly
Field Personnel
Manual
4.
Report payroll information from timesheets to Payroll Vendor Charge hours incurred to Projects
Weekly
Accounting Personnel
Enterprise Management (future) Phone Call
5.
6. 7.
Timesheets are filed in individual employee folders Payroll is processed
Enterprise Management (future) Controller
QuickBooks
When hourly or chargeable employees incur time Weekly
Accounting Personnel
Manual
Weekly
Payroll Vendor
Enterprise Management (future) External Process
Financial Management (future)
8.
Payroll reports, including payroll tax reports, are submitted to GHA
Weekly
Payroll Vendor
External Process
9.
Payroll returns are filed and remitted
Weekly
Payroll Vendor
External Process
10.
Paychecks are received from Payroll Vendor
Before payday
Controller
Manual
11.
Payroll is distributed or mailed
Upon receipt from Payroll Vendor
Controller
Manual
4.0 SPECIAL DEFINITIONS For a complete list of all terms and definitions referenced in this work instruction and this quality manual, please go to the link below: Section III – 4.0 Terms and Definitions 5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME R-WI-GHA-1253-1 Payroll Process Map
LOCATION QMS Links: Released Library: Reference Documents
6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE
Procedure Title: Payroll
LOCATION
Page 2 of 4
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-1253]
7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS GHA Form No. 1402 Timesheets QuickBooks, Financial Management System
LOCATION TLG Portal: GHA: Office Operations: Forms Catalog
Local PC User
8.0 REVISION HISTORY REVISION (X.X) DATE OF LAST REVISION (MM/DD/YY)
1.3 03/09/06
LAST APPROVAL DATE (MM/DD/YY)
DOCUMENT AUTHOR: Sam Ellis, Brigette Carlisle, Melissa Cipriani
DOCUMENT MANAGER: Melissa Cipriani
REASON FOR CHANGE:
Revision
1.0 1.1 1.2 1.3
SECTION / PARAGRAPH CHANGED
All 3.0, 4.0 5.0 3.0
CHANGE MADE
Initial Entry Modifications following review by process owner; general document housekeeping changes Added links to reference documents Revisions with the use of timesheets
DATE OF REVISION MM/DD/YY
10/26/05 01/10/06 02/28/06 03/09/06
9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS. Chief Information Officer, TLG Controller, GHA President, GHA Vice President of Operations, GHA
Procedure Title: Payroll
Page 3 of 4
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-1253]
10.0
APPROVALS FIRST APPROVER NAME: GREG LUSH TITLE: CIO, TLG SIGNATURE:
SECOND APPROVER NAME: DARIN HUGHES TITLE: VP, OPERATIONS, GHA SIGNATURE:
THIRD APPROVER NAME: MIKE ROBINSON TITLE: PRESIDENT, GHA SIGNATURE:
DOCUMENT HISTORY SECTION: Document Created on 10/24/05 by Melissa Cipriani Document Modified on 01/10/06 by Melissa Cipriani Document Modified on 02/28/06 by Melissa Cipriani Document Modified on 03/09/06 by Melissa Cipriani
Procedure Title: Payroll
Page 4 of 4
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-1101]
BUSINESS UNIT:
GreenHomes America, Inc. 140 Irwin Place, Amherst, NY 14228
STANDARD TYPE:
Work Instruction
DOCUMENT NUMBER: WI-GHA-1101 REVISION: 1.2
PROCEDURE TITLE: MS - Fleet Management
AREA: Operations
PROCEDURE STATUS Published Draft IMPLEMENTED DATE REVISION DATE 03/08/06
TYPE OF PROCEDURE: Management Systems
UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT
1.0 PURPOSE/SCOPE This is a work instruction on the required processes for Fleet Management at GreenHomes America. Background: GreenHomes America is committed to providing its employees with all that is required to properly execute their duties and responsibilities. GHA provides company vehicles to eligible employees through a fleet management program established with a national vendor. Our vehicles are a representation of GHA’s image and can affect how we are perceived by our customers, peers and competitors. Therefore, the vehicles and their operators should always convey a professional and responsible impression. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES It is the responsibility of the Vice President of Operations and General Manager to ensure that all GHA personnel understand and abide by the requirements of this policy and it is the responsibility of all employees to operate their vehicles as if they are their own. 2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Business Unit President is the point of escalation for all notifications in question or contested by users or management. 3.0 PROCEDURE (SOP OR WI STEPS) STEP 1.
WHAT Vehicle is purchased, registered, insured and added to Inventory
Procedure Title: Fleet Management
WHEN A new employee is hired
COMPETENCY (WHO) Controller
HOW (TOOLS) Manual Process Enterprise Management
Page 1 of 3
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-1101]
STEP 2. 3. 4. 5. 6.
WHAT Company branding is applied, including technical certifications Vehicle is issued to employee along with gas card and insurance card Vehicle is garaged at GHA location and driven only to and from jobsites Follow cleanliness and maintenance policy Conduct vehicle inspections
WHEN
COMPETENCY (WHO)
HOW (TOOLS)
Prior to turning over to new Employee
Project Manager
(future)Financial Management (future) Manual Process
Prior to Employee operating vehicle
Employee Supervisor
Manual Process
During Business Hours
Employee
Manual Process
While operating vehicle During scheduled maintenance
Employee
Manual Process
Project Manager
Work Order Management (future) GHA Form No. 1300
7.
Take vehicle in for maintenance
When due for maintenance
Employee
Manual Process Work Order Management (future)
4.0 SPECIAL DEFINITIONS For a complete list of all terms and definitions referenced in this work instruction and this quality manual, please go to the link below: Section III – 4.0 Terms and Definitions 5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME
LOCATION
6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE
LOCATION
7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS QuickBooks Financial Management System
Procedure Title: Fleet Management
LOCATION Local PC User
Page 2 of 3
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-1101]
8.0 REVISION HISTORY REVISION (X.X) DATE OF LAST REVISION (MM/DD/YY)
1.2 02/28/06
LAST APPROVAL DATE (MM/DD/YY)
DOCUMENT AUTHOR: Darin Hughes; Melissa Cipriani
DOCUMENT MANAGER: Melissa Cipriani
REASON FOR CHANGE:
SECTION / PARAGRAPH CHANGED
Revision
1.0 1.1 1.2
All 3.0 3.0, 5.0
DATE OF REVISION MM/DD/YY
CHANGE MADE
Initial Entry Modifications from process map revisions Added hyperlinks
10/24/05 01/10/06 02/28/06
9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS. Chief Information Officer, TLG Corporate Fleet Manager, TLG General Manager, GHA President, GHA
10.0 APPROVALS: FIRST APPROVER NAME: GREG LUSH TITLE: CIO, TLG SIGNATURE:
SECOND APPROVER NAME: DARIN HUGHES TITLE: VP, OPERATIONS, GHA SIGNATURE:
THIRD APPROVER NAME: MIKE ROBINSON TITLE: PRESIDENT, GHA SIGNATURE:
DOCUMENT HISTORY SECTION: Document Created on 10/24/05 by Melissa Cipriani Document Modified on 01/10/06 by Melissa Cipriani Document Modified on 02/28/06 by Melissa Cipriani
Procedure Title: Fleet Management
Page 3 of 3
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-1351]
BUSINESS UNIT:
GreenHomes America, Inc. 140 Irwin Place, Amherst, NY 14228
STANDARD TYPE:
Work Instruction
PROCEDURE TITLE: MS - Safety
AREA: Safety TYPE OF PROCEDURE: Management Systems
DOCUMENT NUMBER: WI-GHA-1351 REVISION: 1.2
PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE
Published Draft mm/dd/yy
02/28/06
UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT
1.0 PURPOSE/SCOPE This is a work instruction for the Safety process in place at GreenHomes America. Background: GreenHomes America is committed to providing a safe work environment and the safety of GHA employees is one of our highest priorities. GHA values human capital as its most important resource and promotes a culture of safety among all personnel including those who are contracted to provide services on our behalf. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES It is the responsibility of the Vice President of Operations and General Manager to not only ensure that all personnel understand and abide by the requirements of this policy but also to foster a culture of safety among all employees and relationships. 2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Business Unit President is the point of escalation for all notifications in question or contested by users or management. The Linc Group Vice President of Environmental, Health and Safety (EHS) is the point of escalation for matters directly related to EHS. 3.0 PROCEDURE (SOP OR WI STEPS) There are four events that initiate the Safety process in place at GreenHomes America. • Equipment Testing and Calibration • Certification Training and Safety Awareness • Homeowner Awareness • Vehicle Safety
Procedure Title: Safety
Page 1 of 4
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-1351]
3.1 Equipment Testing and Calibration STEP WHAT WHEN 1.
Equipment is tested and maintained
As dictated by O&M frequency
COMPETENCY (WHO) Advisor/Project Management
HOW (TOOLS) Manual Work Order Management (future)
2.
Equipment is recalibrated and tested
Test results indicate need
Advisor/Project Management
Manual
3.
Equipment is released
Calibrated correctly
Advisor/Project Management
Manual
3.2 Certification Training and Safety Awareness STEP WHAT WHEN COMPETENCY (WHO)
HOW (TOOLS)
1.
Certification training is provided
When required
Advisor/Project Management
Manual
2.
Safety Awareness and Assessment is conducted
When prompted by Insurance Company
Operations
Manual Enterprise Management (future)
3.3 Homeowner Safety Awareness STEP WHAT WHEN 1.
2.
Awareness and verification is conducted with Homeowner Verify the following: • Gas • CO2 • Air turn over • Mold • Fire retardant • Pre-post work verification • Customer safe zone enforcement • Safe field worker and vehicle Test out sheet is signed
COMPETENCY (WHO)
HOW (TOOLS)
Homeowner does not sign off on Test Out
Field Crew & Homeowner
Manual
Upon completion of verification
Homeowner
GHA Test Out Form No. 1110
3.4 Vehicle Safety Awareness STEP WHAT
WHEN
COMPETENCY (WHO)
HOW (TOOLS)
1.
New vehicle is issued
Employee is hired or vehicle is replaced
Operations
Manual
2.
Emergency medical/Safety kit and MSDS Book are provided Vehicle maintenance schedule is followed
New vehicle
Operations
Enterprise Management (future) Manual
New vehicles
Vehicle Operator
Manual
3.
Work Order Management (future) 4.
Vehicle inspection is conducted
Procedure Title: Safety
Per schedule
Vehicle Operator
Vehicle Maintenance Record GHA Form 1300
Page 2 of 4
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-1351]
4.0 SPECIAL DEFINITIONS For a complete list of all terms and definitions referenced in this work instruction and this quality manual, please go to the link below: Section III – 4.0 Terms and Definitions 5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME SOP-0130 Safety Management R-WI-GHA-1351-1 Safety Process Map
LOCATION QMS Links: Released Library: SOP’s QMS Links: Released Library: Reference Documents
6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE
LOCATION
7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS
LOCATION
8.0 REVISION HISTORY REVISION (X.X) DATE OF LAST REVISION (MM/DD/YY)
1.2 02/28/06
LAST APPROVAL DATE (MM/DD/YY)
DOCUMENT AUTHOR: Darin Hughes, Melissa Cipriani
DOCUMENT MANAGER: Melissa Cipriani
REASON FOR CHANGE: Procedure Title: Safety
Page 3 of 4
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-1351]
SECTION / PARAGRAPH CHANGED
Revision
1.0 1.1 1.2
All 3.0 5.0
CHANGE MADE
Initial Entry Modifications to procedure Added links to reference documents
DATE OF REVISION MM/DD/YY
10/27/05 01/10/06 02/28/06
9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS. Chief Information Officer, TLG General Manager, GHA President, GHA Vice President of Environment, Health and Safety, TLG Vice President of Operations, GHA
10.0
APPROVALS FIRST APPROVER NAME: GREG LUSH TITLE: CIO, TLG SIGNATURE:
SECOND APPROVER NAME: DARIN HUGHES TITLE: VP, OPERATIONS, GHA SIGNATURE:
THIRD APPROVER NAME: MIKE ROBINSON TITLE: PRESIDENT, GHA SIGNATURE:
DOCUMENT HISTORY SECTION: Document Created on 10/24/05 by Melissa Cipriani Document Modified on 01/10/06 by Melissa Cipriani Document Modified on 02/28/06 by Melissa Cipriani
Procedure Title: Safety
Page 4 of 4
CONTROLLED DOCUMENT: [WI-GHA-1102]
BUSINESS UNIT:
GreenHomes America, Inc. 140 Irwin Place, Amherst, NY 14228
STANDARD TYPE:
Work Instruction
PROCEDURE TITLE: MS - Field Training
AREA: Education TYPE OF PROCEDURE: Management Systems
QMS STANDARDS
DOCUMENT NUMBER: WI-GHA-1102 REVISION: 1.2
PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE
Published Draft 02/28/06
UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT
1.0 PURPOSE/SCOPE This is a work instruction for the Field Training process conducted at GreenHomes America. Background: GreenHomes America is committed to being the employer of choice. Through continuous upgrading of training programs and recognition of everyone’s contribution to our success, GHA is making sure that we will be known as the preferred employer in our industry.
2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES It is the responsibility of the Vice President of Operations and Education Manager to ensure that all facility personnel understand and abide by the requirements of this policy and it is the responsibility of all employees to adhere to its provisions. 2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Business Unit President is the point of escalation for all notifications in question or contested by users or management.
3.0 PROCEDURE (SOP OR WI STEPS) There are three types of events that initiate the training process in field operations. The following table illustrates each type of event and the relevant audience for each.
Procedure Title: Field Training
Page 1 of 4
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-1102]
TYPE OF EVENT
TRAINER
AUDIENCE
Ad Hoc Requests
Field Supervisor
Field Crew
Scheduled Event – Project
Field Supervisor
Field Crew
Scheduled Event – Audit
Auditor/Sales
Home Owner
3.1 Ad Hoc Requests STEP WHAT 1. Ad hoc request is
submitted from crew
WHEN Begin Training process
COMPETENCY (WHO) Field Operations
HOW (TOOLS) Manual Enterprise Management (future)
2.
Mentor and train crew as requested; cross train crew
Ad hoc request received
3.2 Scheduled Events – Project STEP WHAT WHEN Project or Call is Upon execution of 1. Scheduled
2.
Scope of work and product interaction is thoroughly explained to Crew
Prior to commencing work
3.
Products and services are thoroughly explained to Home Owner • What products are being used • How products will be installed • Job scope knowledge and explanation • Justification of product usage • Financing package • Return on Investment Work is initiated and completed
Procedure Title: Field Training
Manual
COMPETENCY (WHO) Advisor / Sales
contract
Field Supervisor
HOW (TOOLS) Weekly Job Schedule GHA Form No. 1104 Enterprise Management (future) Work Order Management (future) Manual Enterprise Management (future) Work Order Management (future)
3.3 Scheduled Events – Audit STEP WHAT WHEN 1. Qualified Lead is received Customers respond 2.
Field Operations
to marketing campaign During audit
COMPETENCY (WHO) Advisor/Sales
Advisor/Sales Home Owner
HOW (TOOLS) Lead Sheet Relationship Management (future) Customer's Project Team Site Relationship Management (future) Enterprise Management (future)
As scheduled
Field Operations
Manual Work Order Management (future)
Page 2 of 4
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-1102]
4.0 SPECIAL DEFINITIONS For a complete list of all terms and definitions referenced in this work instruction and this quality manual, please go to the link below: Section III – 4.0 Terms and Definitions
5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME SOP-0128 Training and Development Policy R-WI-GHA-1102-1 Field Training Process Map
LOCATION QMS Links: QMS Released Library: SOP's QMS Links: QMS Released Library: Reference Documents
6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE
LOCATION
7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS
LOCATION
8.0 REVISION HISTORY REVISION (X.X) DATE OF LAST REVISION (MM/DD/YY)
1.2 02/28/06
LAST APPROVAL DATE (MM/DD/YY)
DOCUMENT AUTHOR: Mike Wojciechowski, Melissa Cipriani
Procedure Title: Field Training
DOCUMENT MANAGER: Melissa Cipriani
Page 3 of 4
QMS STANDARDS
CONTROLLED DOCUMENT: [WI-GHA-1102]
REASON FOR CHANGE:
SECTION / PARAGRAPH CHANGED
Revision
1.0 1.1 1.2
All 3.0 3.0, 5.0
DATE OF REVISION MM/DD/YY
CHANGE MADE
Initial Entry Updates to procedures Added table in 3.0 and added links to 5.0
10/25/05 01/10/06 02/28/06
9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS. Chief Information Officer, TLG Corporate Education Manager, TLG Education Manager, GHA Vice President of Operations, GHA
10.0
APPROVALS
FIRST APPROVER NAME: GREG LUSH TITLE: CIO, TLG SIGNATURE:
SECOND APPROVER NAME: DARIN HUGHES TITLE: VP, OPERATIONS, GHA SIGNATURE:
THIRD APPROVER NAME: MIKE ROBINSON TITLE: PRESIDENT, GHA SIGNATURE:
DOCUMENT HISTORY SECTION: Document Created on 10/24/05 by Melissa Cipriani Document Modified on 01/10/06 by Melissa Cipriani Document Modified on 02/28/06 by Melissa Cipriani
Procedure Title: Field Training
Page 4 of 4
Quality Management System Manual GreenHomes America
Section III Addendum
Published: March 2006 (Published Draft) Version 1.1
Quality Management System Manual GreenHomes America Controlled Document
Quality Management System Manual GreenHomes America
1.0
Procedure and Work Instruction Numbering Conventions 1
To ensure ease of access and version control the following numbering convention has been implemented for Work Instruction documentation. This is for your information and planning only. ALL WORK INSTRUCTION NUMBER ASSIGNMENTS WILL BE MADE BY THE LINC GROUP QUALITY MANAGER. To obtain Work Instruction number assignments send an email request to Melissa.cipriani@thelincgroup.com Requests are normally processed within 48 hours. A.
SOP Numbering Convention
The SOP number is made up of two components: Label identifying the standard as an SOP 4 Digit numerical assignments determined by the SOP [Area] (see description below). SOP-0001 through SOP-0049 reserved for ISO General Information and Exhibits SOP-0050 thru SOP-0059 reserved for Business Process SOPs BP BP BP BP BP BP BP BP BP
050 051 052 053 054 055 056 057 058
Business Process Cycle Originate Customer Profile Customer Needs Assessment Business Case Development Transition and Validation Delivery Measurement and Verification Customer Scoreboard & Industry Benchmark
SOP-0100 thru SOP-0199 reserved for Management System SOP-0500 through SOP-0599 reserved for Products and Services
_________ 1 Excerpted from QMS Standard Development Guide: TLG Portal: QMS Links: Released Library: Reference Documents
Published: March 2006 (Published Draft) Version 1.1
Quality Management System Manual GreenHomes America Controlled Document
Quality Management System Manual GreenHomes America
B.
WI Numbering Convention 2
The WI number is made up of three components: 1. Label identifying the standard as a WI 2. Label identifying the Business Unit owning the WI: Business Unit GreenHomes America Linc Facility Services LINC Service/Mechanical (Equity Owned) Linc Network (Franchisor) The Linc Group
Label GHA LFS COS LNF TLG
3. 4 Digit numerical assignment determined by the Business Process, Management System or General Business Function that the WI will apply too. 1000 - 1999 1000 - 1049 1050 - 1099 1100 - 1149 1150 - 1199 1200 - 1249 1250 - 1299 1300 - 1349 1350 - 1399 1400 - 1449 1450 - 1499
Reserved for Management System and General WIs Quality Human Resources Operations Engineering Loss Control Accounting Legal Safety Administration Sales and Marketing
0100 - 0999 0100 - 0199 0200 - 0299 0300 - 0399 0400 - 0499 0500 - 0599 0600 - 0699 0700 - 0799 0800 - 0899
Reserved for Business Processes WIs Originate Customer Profile Customer Needs Assessment Business Case Development Transition and Validation Delivery Measurement and Verification Customer Scoreboard & Industry Benchmark
_________ 2 Excerpted from QMS Standard Development Guide: TLG Portal: QMS Links: Released Library: Reference Documents
Published: March 2006 (Published Draft) Version 1.1
Quality Management System Manual GreenHomes America Controlled Document
Quality Management System Manual GreenHomes America
2.0
Procedure and Work Instruction Filename Conventions 3 A.
SOP filename convention:
1.
SOP Number as defined above
2.
SOP Classification (listed): BP = Business Process HR = Management System, Human Resources QA = Management System, Quality OP = Management System, Operations PS = Products and Services
3.
Procedure Title Example: SOP-0056 BP Delivery
B. WI filename convention 1.
WI number as defined above
2.
Procedure Title Example: WI-TLG-0014 Operations Project Control
_________ 3 Excerpted from QMS Standard Development Guide: TLG Portal: QMS Links: Released Library: Reference Documents
Published: March 2006 (Published Draft) Version 1.1
Quality Management System Manual GreenHomes America Controlled Document
Quality Management System Manual GreenHomes America
3.0
Glossary The formation of a new business unit necessitates the identification of all the processes required to deliver customer value. With defined and standardized processes come a set of terminologies unique to an organization and their way of doing business. When members of an organization speak the same language, the consistent and reliable execution of processes can become more efficient. As GreenHomes America’s Quality Management System matures, a list of common terminologies will grow along with it. In an effort to manage and agree upon a common set of terminologies, a Lexicon library has been developed in the GreenHomes America team site. The library is being managed by the Quality team and the GHA executives. Please go to the link below to view the library. GHA Lexicon Library
4.0
Quality Manual Terms and Definitions TERM Ad Hoc COBRA
CSG
EFS
Published: March 2006 (Published Draft) Version 1.1
DEFINITION Unplanned or informal Congress passed the landmark Consolidated Omnibus Budget Reconciliation Act (COBRA) health benefit provisions in 1986. The law amends the Employee Retirement Income Security Act (ERISA), the Internal Revenue Code and the Public Health Service Act to provide continuation of group health coverage that otherwise would be terminated. COBRA contains provisions giving certain former employees, retirees, spouses and dependent children the right to temporary continuation of health coverage at group rates. This coverage, however, is only available in specific instances. Group health coverage for COBRA participants is usually more expensive than health coverage for active employees, since usually the employer formerly paid a part of the premium. It is ordinarily less expensive, though, than individual health coverage. Conservation Services Group CSG is a nonprofit corporation that specializes in the design, development, and delivery of energy efficiency and renewable energy programs for utility companies, public housing authorities, public agencies, and private clients. Their service offerings promote energy efficiency, health and safety, building durability, comfort, appliance recycling and environmental responsibility in residential and commercial buildings. Energy Finance Solutions As an authorized underwriter and originator of Fannie Mae’s Energy Efficiency Loan Program, EFS works with utilities, contractors, and other agencies to offer residential customers a simple, affordable way to finance energy efficiency improvements. EFS is a service offered by Wisconsin Energy Conservation Corporation (WECC), a private, non-profit organization specializing in residential energy efficiency programs and services.
Quality Management System Manual GreenHomes America Controlled Document
Quality Management System Manual GreenHomes America
TERM Enterprise Management
Fannie Mae
Financial Management
Involuntary Termination MVR
Punch List QuickBooks Relationship Management
Standard Operating Procedure, SOP
Published: March 2006 (Published Draft) Version 1.1
DEFINITION Enterprise Management is one of the pillars of LincWare that provides a robust and comprehensive platform for providing transparent knowledge sharing, real-time collaboration, and customized process workflows that tightly integrate with the other LincWare components. Enterprise Management utilizes Microsoft SharePoint, Groove, and other collaboration tools. FNMA, Federal National Mortgage Association The federal government of the United States created the Federal National Mortgage Association, commonly known as Fannie Mae, in 1938 to establish a secondary market for mortgages insured by the Federal Housing Administration (FHA). Fannie Mae buys mortgages on the secondary market, pools them and sells them as mortgagebacked securities to investors on the open market. This secondary mortgage market helps to replenish the supply of lendable money for mortgages and ensures that money continues to be available for new home purchases. Financial Management is an integrated business system that provides comprehensive accounting, financial reporting, and project financial controls. This includes functionality to manage general ledger, accounts payable, accounts receivable, inter-company, inventory, job cost, fixed assets, reporting, and other financial applications. LincWare Financial Management is also a framework that allows integration-friendly financial packages to be tightly integrated into the LincWare Technology Suite. The decision to terminate the employee was made by the Supervisor based on extenuating circumstances Acronym for Motor Vehicle Record, MVR is a document that provides a history of violations, suspensions, and other details about a person's driving history. A list of items that did not meet either the customer’s expectations or the scope of work as agreed upon by the Homeowner and GHA Financial management system currently in use at GHA Relationship Management is an integrated approach to identifying, acquiring, servicing, and retaining customers. It enables companies to effectively manage and coordinate customer interactions across business units, departments, lines of business and geographies, to maximize the value of every customer interaction. Relationship Management allows companies to capture all sales and marketingrelated information about a given customer in one central location to facilitate a collaborative, profitable business relationship. A Standard Operating Procedure is a document produced and approved by The Linc Group managers and issued on the Web Portal requiring that a particular approach be adopted as a means of accomplishing a task, and sets minimum standards to ensure a consistent and repetitive approach to operating practices. The focus of the SOP is on common requirements and results, not Quality Management System Manual GreenHomes America Controlled Document
Quality Management System Manual GreenHomes America
TERM
DEFINITION common procedures, tools or organizational structure. Business Units are encouraged to develop and demonstrate creative, adaptive, and flexible approaches for meeting the requirements of the SOP.
TREAT
Voluntary Termination Work Instruction, WI
Published: March 2006 (Published Draft) Version 1.1
Targeted Residential Energy Analysis Tool Software tools for energy audits, building performance contracting, and weatherization. Includes whole building solutions, interactive energy savings calculations, energy ratings, room by room heat loss, health and safety reporting, savings tracking, and linking to outside data sources. The decision to terminate employment was made by the Employee him/herself usually in the form of a two-week notice of resignation. A Work Instruction (WI) is a document produced and approved by the Business Units and issued on the Web Portal. When details provided within a SOP do not relate entirely to your Business Unit business, WI’s are created to extend the intent of a SOP as viewed from a specific Business Unit perspective. WI's are required by a Business Unit or are required of a Business Unit by a SOP. WI's are specific in nature detailing the steps taken at the Business Unit to accomplish a task. WI's may modify an approach as stated in a SOP to accommodate the needs of a Business Unit.
Quality Management System Manual GreenHomes America Controlled Document