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GOLD is a General Office & Logistics Database whose primary purpose was to keep track of customer service Agreement information and manage service commitments including support for the operation of an entire branch office!

About the GOLD Application:

1. The GOLD application is 'written in' Microsoft Access. It uses both Macro code and Visual Basic for Applications.

2. By using Access, the application takes advantage of software already existing on most of the PCs in an office - namely, Microsoft's Office.

3. This is not a 'canned' package. It is a custom application designed and developed specifically by Alpha Integration to work exactly the way the a Building Systems and Services Branch Office works. This eliminates the need for dealing with procedures and forms that don't apply as would be the case with commercially available software.

4. Because this is not a commercial, off-the-shelf, compiled application, it is 100% modifiable whenever the decision is made to update the functionality, add a component, or change the way the application interacts with the user.

5. GOLD integrates seamlessly with the Microsoft Office Suite of Applications (Project, Excel, Schedule+, Power Point and Word). By integrating GOLD with the other Office Applications, the user has complete flexibility in managing service calls, analyzing data and tracking customer information using tools they are already familiar with, without having to rely on one single, hard coded method of data analysis.

6. The system currently uses OLE automation techniques to schedule meetings with service Agreement customers based on criteria set by the Service Agreement Administrator from within the GOLD application. All relevant Service Agreement information, including amounts and dates, customer phone numbers and notes are included in the Schedule+ appointment automatically, with one button click from within the GOLD application.

7. Other OLE automation capabilities currently under construction include document links with customer records (including mail merges and form letters), image links, and spreadsheet information containing machine test results linked directly to machine records and/or Inspections.

8. GOLD is designed to work on a network and allows several people access to information at the same time.

9. Remote access, or dial in service for people away from the office, is also on the list of future enhancements.

10. The application has a flexible design which enables the management of many types of data, including user defined types. That means that GOLD provides a method to track not only customer information, but vendor data, other Carrier offices, employees, possible customers and even the competition. (In addition to varied types of data, the system allows tracking by market also (e.g. Airports, Apartment Buildings, Internal, Colleges/Universities, Competitor, Financial/Banks, Hospitals, Hotel/Motel, Manufacturing, Municipal/State Government, etc.)

11. Some preliminary work has been done to read data from the ServicePLUS application, however, no direct data sharing has been incorporated yet. (The objective is to enable GOLD to read contract information directly from ServicePLUS data files and automatically convert and incorporate that information into its own data tables for use in the Inspection scheduling subsystem.) *ServicePLUS is a Copyrighted Application owned exclusively by United Technologies, Carrier Corporation.

12. The ServicePLUS data is available as a Read Only Screen from within GOLD to allow fast cross referencing of contract specifics without having to leave the application.

13. Also on the design block is a parts and inventory tracking subsystem which will tie the parts needed for each service call to inventory count and ordering information. (Since the system also handles vendors, it is possible to set up automatic inventory levels and automatic mechanisms that will flag the need to reorder a part for an upcoming service call.)

14. GOLD provides a "Call Logger / Notepad" which makes it easy for anyone to log a service call and route the information to the proper person. The Call Logger also doubles as a Notepad where users can keep important 'to do' items or log information about a particular job. The Call Logger / Notepad provides an archive function which enables retrieval of a history of calls and notes.

15. In addition to tracking service Agreements, the system generates service schedules based on each machine's up and down season, that is, it schedules operating Inspections during the time the machine is expected to be running and shutdowns during down periods.

16. GOLD provides a fast and easy way to reschedule several missed service Agreement Inspections at once. The rescheduler also allows for Inspection cancellations for those times that other arrangements are made.

17. Each Inspection is assigned a priority which gets higher each time it is rescheduled. This insures that missed Inspections 'float to the top' so that they can be handled quickly.

18. All scheduled Inspections carry a history field which documents each change to the scheduling of that particular Inspection starting from its creation to the completion of the Inspection item. In addition, this Inspection history also documents any changes to technician assignment and priority.

19. A Note field is available for each Inspection where important information required before the Inspection takes place is noted. If something has been leaking or making noise, the Note field allows the user to flag it for evaluation during that Inspection.

20. An Inspection Report field allows detailed status or result information to be logged with each Inspection. (Information such as problems found during the Inspection or test results are good candidates for this.)

21. The Service Scheduling subsystem allows the assignment of technicians to individual Inspections. Notes may be added to the schedule as well, for those reminders about an upcoming Inspection (e.g. need an elevator key or to get a technician's hours).

22. The Service Scheduling subsystem keeps a tally of the A (Contract) and B (T&M) hours assigned to each technician in addition to a total A and a total B hours assigned for the week. This makes it easy to level the work load across the technician resources while knowing, at a glance, how many hours are still available for other work.

23. The system also allows the maintenance and tracking of detailed information on Equipment. (Information such as design criteria, drive type, gear type, starter type, purge, warranty, refrigerant, pressures & temperatures, service view, prevac, chillervisor… etc. )

24. Throughout the application, data can be filtered and sorted to allow the user to focus on any information at any time. In fact, several methods are available to users, including the intuitive "Filter By Form" and "Filter By Example" methods. (These graphical filter methods make it easier for users with limited database knowledge to be productive without requiring specialized training.) For those familiar with databases, SQL and QBE forms are also supported for data analysis

25. Information about buttons and fields is always available by holding the mouse over the item. When the system detects that the mouse is being held over a database object, it responds by displaying a detailed explanation of the purpose and use of that object.

26. During data entry, detailed descriptions of the field and what is expected is displayed on the Status Bar. This reduces the need for referencing help files.

The Main Menu is the general launch Site for all system functions. It is where the user goes to change the type of task they are working on - say from updating service Agreement information to logging a note in the notepad. However, for most functions in keeping with the same type of task, the user need not jump back and forth to the main menu, the related screens can be opened directly from each other's menu buttons.

The options available from the main menu are: Entity Maintenance, Create Contracts, Refresh Links, Booking, Maintain Lists, ServicePLUS, View Sites, Scheduler, and Notepad. Also, information may be entered into the 'hey' field which can be a personal reminder or a note to the system administrator about a suggestion, enhancement, or bug.

If the main menu gets accidentally closed, it may be re-opened at any time by either pressing the right mouse button anywhere on the application background and selecting Main Menu from the shortcut list, or by hitting the 'main menu' button which is located along the left corner of the application window.The Entity Maintenance Screen is where users create and maintain the corporate Entities from which all customer Sites, Contracts and Equipment branch off. An Entity is the parent company, or organization of a Site, or of another company. This is best explained by providing the following example: General Motors Corporation is the Entity, while a Site designation would be Pontiac Truck and Bus Plant.

An Entity has a type, such as Vendor or Customer or any other type that has been defined by the user. An Entity also belongs to a market (which is also defined by the user).

This screen is the secondary 'launch-site' for most common application operations. From the Entity Maintenance Screen the user may Search for an Entity by Name using the "Search by Entity" button (Peter Pan pulling the 'e') and similarly, the "Search by Site" button (the Retriever pointing to the 'S') allows the user to find an Entity by related Site.

Entity records can be filtered (this is the desired mode because of minimized record locking requirements) so that only the Entity of interest is being displayed. When in this filtered mode, all other screens automatically bring up information that is related to the selected Entity. When browsing through ALL Entity records, the "ALL" status indicator appears on the top of the screen to remind the user that they are in Browse ALL mode.

When the user brings up the Site Maintenance, Service Agreement Maintenance, or Service Plus screens from the Entity Maintenance Screen, the application automatically tries to locate related information based on the currently selected Site for the currently active Entity. If a matching Service Agreement or ServicePLUS record is found, the respective screens open to display that Site's information. If the ServicePLUS screen cannot locate related information, it brings up all records in browse mode after informing the user that no related records were found.The Site Maintenance screen is used to create and maintain Site specific information such as Site Name, mailing address, and Primary and Secondary Contact information. Contact information is 'pulled into' the Site record via a pull-down control. This eliminates the need to re-enter a person's information should they be the contact for more than one location. New contacts can be added to the system by pressing the yellow "+" button, which brings up the Person Maintenance Screen. (When new data is added to the system in other screens, it is necessary to refresh the data on the current screen so that the new information becomes available for use. Data is refreshed by hitting the lightening bolt button, which we call the "Shazam!" button.)

Each Site 'belongs to' an Entity, however, as many Sites can exists for each Entity as required. All Sites have a Type, such as Job Site, Bill To, Ship To, etc.. Site Types are user definable to enable complete customization of the application. Associated with each Site are Note and Instruction fields. Also, other information relating to a Site (such as Tax ID information, Exemption Status, Old Job Codes, etc.…) is attached to a Site using the Miscellaneous Customer Information SubScreen (by pressing the 'add miscellaneous data' button, the one with a white clock, yellow spiral bound notepad and a red arrow).

A Site is also where Equipment 'lives'. Each Site can have an unlimited number of Machine, or Equipment records associated with it. When moving to the Machine Maintenance Screen, the system filters the Equipment data to display only those Equipment records which are associated to the currently selected Site.

The only way to get to the Machine Information Screen is from the Site Maintenance Screen. This is because Equipment cannot exist without a previously defined location.

As evidenced on the graphic showing the Machine Information Screen, much information about each piece of Equipment can be maintained. However, the system only requires a few pieces of information to start scheduling Inspections; namely, Name of the Machine, the Service Agreement that covers the Equipment, and what the typical operating season for this machine is. This allows the user to get up and running with the application as quickly as possible without having to fill in all information on all forms.

Various types of information about each piece of Equipment can be maintained for further use in queries and data analysis. Understanding more about the customer and where more service might be sold are immediate benefits to keeping track of such Machine data.

In addition to the Equipment data, a Note field is available for each machine, as is a Special Memo field for information that requires special attention.The Service Agreement Administration Screen is intended to provide a 'one stop' functionality for the maintenance of contract information. This is also the place where service Agreement Inspections are created. (Yes, this is the same information that ServicePLUS generates. GOLD currently requires duplication of that information 'by hand'. However, our intention is to automate this process to eliminate this redundant data entry and maintenance headache. To make this entry less painful, the system utilizes pull down controls where machines and Inspections can simply be selected from lists rather than having to type each out by hand, every time.)

Once the Inspection requirements are defined, pressing the schedule button (the small gray clock that is just above the Inspection definitions) automatically generates all Inspections required by the currently selected Service Agreement. If some Inspections already exist, the system asks if you want to skip over the set. If parts of the service Agreement have expired (e.g. this is year 2 of a 5 year Agreement) only non-expired requirements are taken into account.

Individual Inspections can be examined and updated, that is, marked 'complete', rescheduled by hand, or canceled, in addition to entering any Notes to keep in mind for pending Inspections, or Results discovered during an Inspection. Inspections are based on Equipment defined in the Machine Information Form. The Inspection type and machine are both pull-downs for rapid entry. Information such as how many Inspections and how long each is expected to take are also required. (MTBI is system calculated. It means Mean Time Between Inspections, or how many days apart they will be scheduled. Span, also system calculated, is the length of the season -'running' for operating Inspections and 'down' for shut downs) One additional item of note is the "…" button to the right of each Inspection definition. This is where part lists will be assigned to Inspections. We hope to get this up and running soon.

The Service Agreement Administrator Screen works in two data retrieval modes, much like the Entity Maintenance Screen. Usually, the Screen works in 'filter' mode where only one Service Agreement is being accessed at a time. To move to another Service Agreement without having to backtrack to the Entity Maintenance Screen, a Service Agreement Search can be performed using the 'Find Service Agreement' button (its Peter Pan again.) It is possible to change modes and browse through all service Agreements by pressing the "ALL" button.Once the system knows that there is a machine under contract, located at a Site, that belongs to an Entity, and has Inspections defined, it is finally possible to assign technicians to perform the work! The Scheduling form manipulates data by week. It is set up much like a spreadsheet with a 'row and column' configuration, where each column represents a day of the week and each 'row' represents a technician. Each technician-day intersection has 5 unique task 'slots' that can be used to assign service tasks, free form tasks, or keep reminders/notes.

Technicians are automatically 'filled in' by pressing the 'Generate Technicians' button (also known around here as the 'Ed the Service Guy' button"). Each slot is assigned Inspections by pressing the 'calendar' button which brings up the Inspection Instance Picker Screen where the assignment actually takes place. To free up, or Unschedule a slot, the user simply selects the desired slot, and presses the same 'calendar' button and all the scheduled Inspections that were assigned to that slot are put back into the 'Inspection stack' for future scheduling. If the user is sure of the un-schedule, pressing 'Leave Em Here' leaves the recently dumped group of Inspection Instances and frees up the currently selected scheduling slot. Of course, the user can change their mind, and put things back the way they were too.

In addition to being able to assign system scheduled Inspections, a free form note can be entered into each of the 5 slots. However, only one of either type of assignment can be made, that is, either the slot can contain a group of system scheduled Inspection Instances, or a user note that describes something else that has to be done. A status display indicates what type of entry is in the currently selected slot (Scheduled Item, or Note Entry).

When a Schedule item has been either added or removed the system automatically updates the A and B hour totals. If a Note Entry contains a task that takes A or B hours, the user is responsible for adding or subtracting the proper number of hours from that technician's totals. (An emergency task handling system is currently being incorporated that will allow on-the-fly creation of unique Inspection Instances while preserving the Inspection tracking capabilities that are in place for system scheduled Inspections.)

This screen is accessed during the technician scheduling process. This is where individual Inspection Instances are grouped together and assigned to a particular technician-day-slot on the Service Scheduling Form. The individual Inspection Instances, as created in the Service Agreement Administration Screen, appear for scheduling in the main window of the screen. The Inspections appear sorted, by date and within each date, by priority to allow the oldest and 'hottest' Inspection Instances to float to the top. Only one year's worth of Inspection Instances are displayed. This year is calculated from the current day.

The first Inspection that is selected is used to create a default description (a suggested description) that will appear in the Service Scheduling Form. As many Inspection Instances can be selected as necessary, in any order. As Inspection Instances are selected, they are highlighted and appear in the black box on the lower left of the form in addition, a running total of selected A and B hours is displayed. Once the user is satisfied with the selection, pressing the "Make It So" button marks the Instances as scheduled and the user is returned to the Service Scheduling form where the default description appears in the selected slot. (The user can change the description at any time.)

When the Inspection Instance Form is opened while the user has selected a Scheduling slot that contains valid system scheduled Inspection Instances, they are placed back into the Inspection stack, their priorities are bumped up and the technician who had beenssigned to do the job is recorded in the Inspection Instances Comment field, along with the previously scheduled date. This provides a comprehensive history of each Inspection Instance to enable detailed analysis of service performance and cause/effect analysis for missed Inspections.

The Inspection ReScheduling Screen is where all missed Inspections can be rescheduled at once. The Inspections are displayed by Service Agreement. The user can manually reschedule each missed Inspection. However, by pressing the Alarm Clock button, the system will automatically reschedule the Inspections based on Mean Time Between Inspection criteria that the user provides for each type of Inspection. If the newly rescheduled Inspection goes beyond that year's contract duration, the system asks the user what to do.

Inspections can be canceled by manually entering "-1" into their duration fields.

When the rescheduling algorithm modifies the proposed date of an Inspection, it also records that the Inspection was missed, also, the old deadline is added to the Inspection's Comment field so that the Inspection's history is correct.

The Sneak-Peek ServicePLUS Screen is a Read Only view into select data files of the ServicePLUS program. The purpose is currently to provide the user with an easy access to Service Agreement commitments which can then be entered into the GOLD application without having to track down the hard copy of the Agreement.

The Option list displays the current year's required Options in a different color for easy identification. This makes customer service calls easy to handle when such quick identification of what is covered and what is not is available. The Contract Booking Screen provides the Service Agreement Administrator with a comprehensive snapshot of every Service Agreement (Contract) and its current booking status. Information displayed for each Service Agreement includes yearly and monthly billing, contact information, notes specific to each Service Agreement, and the supporting booking date fields.

The Service Agreement Administrator can configure the system to generate a Flag Date that is customizable for each Service Agreement and can be however many days before each Service Agreement is due to expire as necessary. Some customers take longer to generate Purchase Orders than others, and some have a slower payment history so the number of days required is unique for each situation. (The number of days to Flag before expiration is called Flag Days.)

When the user is comfortable with the resulting Flag Date, as calculated from the Flag Days field, an appointment can be automatically generated in their Schedule+ Calendar, on the resulting Flag Date, which contains all the information shown in the Contract Booking Screen for the Service Agreement.

For those Service Agreements that require yearly renewal or Purchase Orders, the system can be configured to calculate the Flag Date for every year of the contract (as opposed to just once before the expiration date).

The following page contains a sample print of the Microsoft Schedule+ Application's "Weekly Appointments" window which shows three such booking appointments that were automatically generated by the Contract Booking Screen.

The sample calendar (that appears after the Schedule+ sample) was generated from within Schedule+ itself, and is one of many styles of appointment schedule output available. Notice the information that is incorporated into each appointment, -everything necessary to manage the appointment without having to go back into the GOLD system except to update the results from the meeting! The Service Call / Notepad Screen is an easy way to log service calls and insure that the right person gets the information, every time. When the screen is opened, the system confirms who is currently using it (it remembers who opened it last, on each machine that is running the application) and then uses that name as the default 'coordinator' to keep the user from having to enter their name every time.

If the message is meant for someone else, the user overrides the default (their name) and types in the recipient's name. When someone wants to see what items are 'theirs' they simply filter the form by coordinator name, using their name as the filter criteria. If a user wishes to see all the current activity, they simply disable the filter.

When a customer calls, their name, company and phone number(s) is entered, along with a detailed messages explaining the purpose of the call. The coordinator taking the call has the option of suggesting what technician might be available or qualified to handle the service call.

Once an item has been handled, it can me marked as complete and archived. The Service Call / Notepad Screen can switch from Data Entry mode to View Archive mode for researching the history of calls for a particular client / problem / or date with the press of a button. In either mode, the same easy data filtering techniques are available.

Because the GOLD Application is networked, it exists in several parts. The data resides in one database which is accessed by each user's Application database. Maintaining even two separate User applications becomes tedious if the system has to be manually re-linked to its data every time a revision is made to the user application. To relieve this burden, the Link Maintenance Screen allows the user to edit the paths themselves and automatically reestablish their links to the database containing the data. (Usually, all users are Remote Links to data, while the single user who is responsible for database backup maintains a local link to the data, which resides on their PC. )Type Information

The last sample graphic shows the Maintain Lists sub menu with the Site Type Maintenance From open. The following are other 'type lists' that are completely configurable by the user at any time:

• Control Types

• Drive Types

• Entity Types

• Inspection Types

• Machine Types

• Market Types

• Site Types

• Job Titles

Sample Report

Also attached to the end of this document is a sample report, showing an Inspection Schedule for a Service Coordinator named Cabanaw. The report shows scheduled and actual Inspection dates, and calculates the difference between the two to provide analysis for Inspection performance. This information can be correlated by machine type, customer, technician 'as necessary" to follow any hunch! Other reports are currently available, however, for the scope of this demonstration, they have been omitted.

Employee Information

In addition to all the information detailed in the previous pages, the system maintains employee information such as emergency contact information, start date, date of birth and whether or not an employee is a technician. The technician flag is used by the 'Ed Button' on the Service Scheduling Screen to automatically find all technicians when it is initializing a record for the Service Scheduling Form.Now that you've seen a general overview of the application, let's walk through a typical session, from the creation of the Entity, the Contract generation, the Inspection Schedule creation to the assignment of a technician:

1. Create an Entity, assign it a Type and a Market. (Don't forget to save your data after each step!)

2. Open the Site Maintenance Screen and create a Site that belongs to the Entity. Assign the Site a Type (Job Site is intended to designate a Site with Equipment).

3. Fill in the address and contact information. If necessary, create a person using the yellow '+' button (make sure you "Shazam!" your screen after you create a new person to force the update of all underlying data, or you wont be able to find your newly created person.)

4. Fill in whatever notes or instructions as required.

5. Open the Machine Information Screen and create the Equipment next. If new types of Equipment are being added, bring up the Main Menu and then the Maintain Lists submenu to add the new types as required. When you are done, go back to the Machine Information Screen and complete the data entry, entering as much of the information as you have available.

6. It is critical that you define a Machine Name, also, use a standard naming convention to enable you to perform queries easily.

7. Now fill in the Season Start and End dates (this is the period the machine will be running) and then the Down Season Start and End Dates (this is the period the machine will be, or can be, shut down).

8. Save your data!

9. Close the Machine Information and Site Maintenance Screens.

10. From the Entity Maintenance Screen, press the yellow "+" button that is directly to the right of the Service Agreement Button. This will bring you to the Create Service Agreement Screen. (I know we didn't talk about it in this demo, but, it looks similar to the Service Agreement Administration Screen.)

11. Enter a Service Agreement Number, assign the coordinator and administrator, along with the dates that they took ownership of the Agreement. Fill in the Agreement Start Date and its Duration (the system calculates the end date).

12. Now you are ready to fill in the yearly amounts. For each year of the Agreement, fill in the Year Of field, the Amount and then click on or hit "enter" on the little gray button to the right of the Amount field. The timespan for the yearly increments of the Agreement are automatically calculated when you press that button! And any yearly increments that have expired are marked as such.

13. When you are done with all the years, you are ready to 'pull in a machine'. (Remember, you've already defined all your Equipment, so all you need to do is assign it to this newly created Agreement)

14. By pressing the "Pull In Machine" button you are presented with a pop up form which allows you to select EACH machine that goes with this Agreement. Simply pick the record and the system updates the Agreement information to connect the machine to the newly created Agreement. When you are satisfied, hit the exit button.

15. Save your Agreement! And close the form. This should put you back to the Entity Maintenance Screen. If not, open it once more.

16. Now you can "Shazam!" your underlying data and proceed to the Service Agreement Administration Screen.

17. For each year of the Agreement, fill out the required Inspection Definition fields, that is, pull in the machine and its Inspection, then fill in how many and how long you expect it to take. By moving from the How Many field to the Estimated Hours field, the system automatically calculates and displays the MTBI and Span values.

18. If each year of your Agreement is similar, you can COPY one year's defined Inspections to the next by selecting the year that has been configured, and then clicking on the copy button.

19. When you move the record pointer to the next year, you will see the new information. Edit it until its the way you want.

20. When you are satisfied that EVERY YEAR of the contract has been properly defined, hit the Schedule button (the little gray clock just above the Inspections).

21. When the system is done creating the Inspections, it notifies you with a little 'done' indicator. You can either "Shazam!" your Screen, or move the year record selector to a different year to see the newly created Inspection Instances.

22. Now its time to assign technicians. If you haven't done so, you need to get them created. You can do this via the Main Menu and Maintain Lists and then Employees (this screen is still under construction, so its a bit ugly). Make sure that you enter a first and last name, and that the "Technician?" Field is checked in addition to supplying the other information. (The big area is for notes, and the smaller box on the right is for a photo) And then save the record.

23. Okay, now you can assign technicians to tasks. Get to the Scheduling Form and if you are creating a new week's schedule, press the "Ed" button and watch as the system automatically creates a record for each technician that has been entered into the system. If you forgot to put one in, you can go back to the Employee Screen and manually update your schedule.

24. Now you can select a slot and hit the schedule button.

25. Wow! Look at all the Inspection Instances!

26. Now its time to select some that are related and can be done at the same time. Pick as many as you like and watch the hours update.

27. If you want to unselect an Inspection Instance, just click it again and it will de-highlight and will be removed from your list.

28. When you are happy with your selection, 'Make It So'.

29. If you want, you can change the description of this task Save your schedule!

30. Add a note in the next slot and notice that the system tells you that the currently selected field is a Note Entry, while the previously scheduled slot shows up as a Scheduled Item.

31. Congratulations!

Creating Schedule+ Booking Appointments

1. Open the Booking Screen and select a Service Agreement. (If you don't want to go page by page, you can use the pull down in the Screen's Header to quickly select an Agreement. Just pick one from the list and the system will locate that record immediately!)

2. Decide if you want to be 'flagged' every year just before the anniversary of the Agreement expiration date, or if you just want to be 'flagged' once, when its about to expire for real.

3. Now decide how many days you need to get that Agreement secured, all the way through your customer's paper trail and input into your system. (90 days is the default).

4. Every time you change the number of days to Flag before expiration, the system automatically recalculates the Flag Date.

5. When you get a Flag Date you like and all the other information and your notes have been entered regarding this Agreement, hit the multi colored button underneath the Flag Days field to create an entry into your Schedule+ appointment calendar! (Note, before you can do this, you need to have created a default Schedule+ schedule file! Also, the OLE automation seems to work smoother if you have opened the Schedule+ schedule at least once before you try this. The Schedule+ program does not have to be running, but it should have at least been started once before.) The appointment is scheduled on the Flag Date, set to occur from 7am till 12noon by default.