Issue/Symptom/Question

How is Preventative Maintenance Contract work managed in PENTA?

Applies To

PENTA For Windows

• Service Management>Customer Information>Customer Equipment Maintenance>Anticipated Customer Maintenance - Equipment/Contracts
• Service Management>Scheduling>Service Dispatch - Task Based (Web)

Service Management Workbench 

• SM: Expiring Maintenance Contracts
• SM: Maintenance Contract Analysis
• SM: Fixed Price Maintenance Contract Margin Performance

Resolution/Fix/Answer

Managing PM Contract Service Work – Process Summary

Scheduling Work

Maintenance Contract is awarded, and scheduled/planned visits are set up in PENTA for the life of the Contract Period

Contract Manager reviews the Anticipated Customer Maintenance – Equipment/Contracts window on a periodic basis to see any ‘Upcoming’ and scheduled visits that may be ‘Due’ based on Scheduled Dates. Then creates Work Orders for the work that you want to get into the short-term schedule.

Once the Work Orders are created they will now appear in the Web Dispatch Board to be scheduled.

To see what is ‘Unassigned’ and coming up due, the ‘Promised Date’ field should be populated, then use the ‘Sort By:’ function to sort the work by that field.  The work can then be assigned to techs.  Probably don’t want to load up the techs with too much work to make sure nothing is being missed that is due.  Once Assigned, it is harder to see what is coming due.

Use the Filters within the Board to see different views for what work has not been scheduled/assigned. Create a Service Type or Call Type for PM work and then use that with a filter to see all the Unassigned PM Work

Filters can also be broken down by Territory/Zone for use by territory managers to just see their unscheduled work. Access to the Web Dispatch Board can be given to those Managers who may work remote with access on Mobile iPad device to review/schedule work if appropriate.

Maintenance Contract Financial Management

The Contract Manager would review the ‘Expiring Maintenance Contracts’ Workbench panel to see any contracts that are about to expire or has already expired so they can address that situation with the appropriate people.

Use the ‘Maintenance Contract Analysis’ Workbench panel to analyze the financial summary of a maintenance contract for each of the contract’s coverage periods. Use this panel to review the profitability of a coverage period when working on the renewal price for subsequent coverage periods. The financial information includes contract, billed, revenue, cost and gross margin values as well as a cost summary for preventative and comprehensive contracts. Available drill downs provide details on the individual scheduled work orders and comprehensive work orders performed under the maintenance contract.

Financial Managers, Service Managers, and Sales Managers use the ‘Fixed Price Maintenance Contract Margin Performance’ panel to manage the performance of active fixed price maintenance contract coverage periods.

You can easily compare estimated margin, actual margin, and forecast margin on active coverage periods, then take the necessary steps to turn problem contracts into profitable contracts.

Linked Reports

Maintenance Contract Margin Performance Report

This report shows estimated, actual, and forecast margin, as well as the components used to calculate each margin value for the maintenance contract coverage periods in which the Through Date falls.

This report: Includes all cost and revenue associated with the contract coverage period; it does not limit cost and revenue to those posted as of the Through Date. Shows one line per maintenance contract/coverage period. Links to the Maintenance Contract window and the Maintenance Contract Cost report. To view this report, click into any of the graph bars to see the report details.

Maintenance Contract Cost Report

This report shows cost details for the maintenance contract coverage periods in which the Through Date falls. If costs are posted to a work order associated with a maintenance contract and the posting date falls between coverage periods, the cost is included in the coverage period that falls prior to the posting date. If costs are posted prior to the first coverage period, the cost is included in the first coverage period for the maintenance contract. This report includes all costs associated with the contract coverage period; it does not limit costs to those posted as of the Through Date. To view this report, click the ‘Cost Details’ link.

Technician Hours Review

Use the Maintenance Contract Cost Report within the ‘Fixed Price Maintenance Contract Margin Performance’ panel to see the Technician that worked on various PM work. Could use the Filters to subtotal the Actual hours by Technician. No estimated hours in this panel.

Use the Work Order Details link within the ‘Maintenance Contract Analysis’ panel to see both Actual and Estimated Hours. A formula could be added to see remaining hours. This panel provides a summary of financial performance for selected maintenance contracts and coverage periods. The financial information included is as of the accounting period end date in which the workbench through date falls as well as any configured security and personalization filters. You can see hours by Scheduled Visit.

Note: Additional fields can be added to this or any other panel like: Scheduled Visit Date, Service Zone, and Call Type Description, etc...