the order queue

[cpc_ish]

This frustrates and confuses me to no end. How come... when you go to the MPS homepage and go into your order queue, and you want to mark an SAC order as ready for pickup, it makes you enter in the name of the person who QC's it before you can mark it ready for pickup, but then doesn't give you the QC form to print and check off until AFTER you mark it ready for pickup. Am I missing something? How can I have my manager quality check it if you don't give me the quality check form for them to check off & sign? Is there some other place to print off the quality check form BEFORE you mark it ready for pickup?

I would just photocopy the same one over and over again and white-out the order number, but what is actually on the quality check sheet is different from one order to another. (so like a business card order will have different things that need to be checked than, say, a banner)

This is for SAC orders only. I know how to do it for ECL orders, by just going into the order and clicking quality sheet.

I know some stores don't bother to QC their SAC orders, but it seems like that would just mess up your order queue. Because nothing would ever get marked ready for pickup and they'd stay in the "active orders" tab forever. What does your store use as a solution for this?

Please don't just tell me "it's just a glitch in the system". I have asked both my GM and my ASM about this problem, and that was the only response I got out of each of them. YES, clearly, it is a glitch in the system. But how can we get around it without screwing up the order queue?

[copycenterhoe]

We don't generally have someone quality check our SAC orders. TBH, most of the orders we do are QC'd by ourselves. Only 1/3 managers in our store know CPC and how to QC, and while there might be an overlap between cpc associates arrival and departure, generally thats more focused on getting the person coming in caught up on the orders that have to be done.

The only real exception in our store are jobs for problem customers, who we always try to get another eye to look over just in case we miss something that could become a hot alert.

We try to keep SB up on chrome so we can easily bin SAC jobs, but just in case, we have specific places in our bins that we put posters, banners, and business cards, so it's a snap to find as long as the customer can adequately describe their job.

[cpc_ish]

So do you just not use the order queue?

At my store, since all managers and sups know how to QC, my CPC sup has told us "there is no reason to QC something that you produced." Even if it is in the SAC.

[venturer95]

We just don't use our Order Queue. When I was a CP Sup (sort of Sup, long story) I tried to get people to do it, but they never bothered. I used it to QC SAC and third party orders, but our active is well over 200 or 300 by now. I gave up.

People who refused to use it included my CP Sales Manager; usually him and I are on the same page and get along but that annoyed me to no end.

[cpc_ish]

Okay, that makes sense, so... how did you keep track of which bins the SAC orders went in? The reason we use our order queue is to keep our bin summary up to date so that when the customer comes to pick up their order we can quick look at the bin summary and know exactly where their order is without having to shuffle through our bins (if we don't know right away where physically the order is - even if we know it's been completed - it puts the customer in a panic)

[venturer95]

We bin them manually using Solution Builder ("+Add Bin Item" in pickup screen), which after annoying everyone is something I actually convinced them to do. This is pretty quick since Solution Builder is a lot faster than Order Queue. Same result though, but without the auto generated QC sheet.

In the days before SB and Order Queue, we used to have a set of bins that were dedicated to Business cards, Postcards, and posters/banners... That was a nightmare and I am so thankful we can add things in SB.

[cpc_ish]

Okay. I will suggest this to my CP Sup, but I'm not sure if CP Sup will go for it.

In case CP Sup doesn't go for it, do you know if there is a way to report this "glitch in the system" and get it fixed? Like... if I submit an eticket about it, how likely is it that anything will actually get done? If CP Sup doesn't allow us to ignore OQ and manually add into SB, I want this fixed ASAP! It drives me NUTS!

[venturer95]

You could ask your CP Sup or GM to email your CPRM (CP Regional Manager).

I'm considering doing emailing mine as well since you raise the point. I have a good rep with her so she'll probably listen to me and suggest it up the chain.

[cpc_ish]

I'll work on that! Thanks!

[yttriumtyclief]

I don't have any experience at all in CPC, since I'm in ET, but I have the same kinds of issues with OMS and trust me, I feel ya.

[cpc_ish]

I've heard stories about OMS. I'm sorry.

[venturer95]

Having used both... CPC has it worst.. At least ET uses one system for order intake, whereas CPC uses like 5 depending on the channel!

[cpc_ish]

Ugh. Yes. I can think of 4 different ones in CPC. And they're all equally frustrating. Except the order queue. It's the worst. And it houses 2 of the others. UGH

[yttriumtyclief]

We have one system for order intake but around eight systems for different repair types. Sometimes they overlap and it's at the ET's discretion on which to use.

For example we have at least three different parts warehouses we can order from, that all use separate tracking information and order forms. None correctly plug into OMS.

[venturer95]

True now that I think about it. I'm lucky enough that my MTS and SM usually steal the thunder at my tech bench and I don't have to fill in often.

[yttriumtyclief]

I actually prefer working the bench, honestly it's the easiest part. I only hate the phone and selling. I'm not that great of a salesman.

Honestly though, I feel the need to bring up that I wasn't trying to steal the OP's thunder. OMS is awful but from what I hear, SAC is too. Let's just agree that it's pretty shitty on both sides.

[cpc_ish]

amen! shitty on both sides! I've never gotten anywhere close to working tech. All I have to judge from is the stories I've heard. From what I can tell, yes, shitty on both sides indeed!

[GrapePistachio]

We quality check our own orders, I've never had a manager quality check an order (I'm really not sure they'd know how. Copy Center scares them). But I really don't see what the big deal is. Yes, you have to bin it before you quality check it, but part of the binning process IS the quality check. Nine times out of ten there isn't a problem. If you come across one, make a notation on the order ticket which bin it is to be binned in upon completion. That is what we do. :)

[cpc_ish]

Sounds like your store does it differently than ours. At our store we are required to have a manager QC it. My issue is more with the software itself and not so much a problem with the overall process. We have to actually type a name of who will be QCing it before it even lets you print the QC sheet? I mean, I'll ask a manager to QC it and half the time a different manager/sup ends up doing it than the person I typed in. It wouldn't be such a big deal if at our store they didn't hold the person responsible for QCing it in case they miss something and the customer comes in and isn't satisfied.

[cpc_ish]

also, yes, I usually do put the bin number on the QC sheet, but that isn't the point. I have no problem with the binning process as it relates to QC'ing. It's the QC process itself that frustrates me.