POL00039784
POL00039784
v
Competence In Front Line Service
What Does It Look Like?
Now
Post Horizon
Complete transactions accurately
* customer is happy
* noerrors
¢ as fast as possible
¢ keep client happy
¢ in your own preferred style
* complete the documentation as
necessary
Use reference materials
e have all relevant (up to date)
materials in the office
¢ know how to use documentation
¢ know where it is!
* actually use it!
¢ know how to get help (if above
fails)
Y How to serve ‘well’ using Horizon
Y Will need to do transaction ina
specified way. Otherwise.......
Y May be longer at first until re-
engineer. Some transactions will
require authorisation
Y Errors will be more transparent
and to reduce these we will need to
standardise how we do
transactions
X Transactions will need to be
completed in a more standard way
v a
Y Will be different
v ”
Vv ”
y ”
v ”
H:\data\team\kathryn\kc174.doc
POL00039784
POL00039784
Balance Stock Unit
e declare cash and stock on hand
* feed into receipts and payments
any vouchers on hand
¢ bring items to account e.g. error
notices
¢ identify discrepancies
Office balance
© amalgamate all stock unit balances
¢ prepare office balance
Cash Account
¢ take office balance and put in c/a.
Know reporting requirements and
retention periods
When it all goes wrong
* Manual procedures (if ECCO+) if
equipment fails
¥ need to know what a stock unit is,
understand whole process e.g. incl.
Balancing periods
¥ need to use Horizon correctly
¥ need to enter into Horizon
correctly (adjust as necessary).
System then produces report
Y need to enter into Horizon
correctly and adjust as necessary
Y system does this, based on what
have entered
Y automatic (need to know about
inactive SU). Need to complete
any corrections required to SU’s
using correct process
Y need to understand uncharged
receipts and unclaimed payments
processes and how suspense
account works
Y Hita key correctly! Send to
Chesterfield. Know how to retain
¥ What to do if equipment fails, how
to recover transactions (fallback
and recovery procedures)
Y manually balance?
v may need to revert to manual
transactions?
H:\data\team\kathryn\kc174.doc
POL00039784
POL00039784
Using equipment
° H&S
¢ Cleaning
Security
¢ Consumables
AANNN
Keyboard skills
Serving customers with technology
Don’t pull the plug out
Know how to replace ribbons etc.
H:\data\ team\kathryn\kc174.doc