Cemetery Undelivered Verification Project

Cemetery Undelivered Verification Project

Independent & Full-process Locations

November 21, 2006 2

Agenda

• Introduction • Project Overview• Understanding the

Master Listing• The Review Process• Hiring and Training

Temps

November 21, 2006 3

Introduction

• Importance of the Project – Purchase price adjustment

• Level of Scrutiny of Results– Subject to internal/external audit and SOX

controls.– Delivery dates– Documentation– Procedures

• Summary Memo

November 21, 2006 4

IntroductionOffice Manager Time Commitment

• Late January deadline

• Location Admin involvement is required– Loc Admin must stay involved in the daily

project work– Ultimate responsibility for accuracy and

completion is yours!

November 21, 2006 5

IntroductionPurpose

• Ensure items listed in HMIS as ‘undelivered’ are not delivered.– Review physical files and other cemetery

records for evidence of delivery.– Update HMIS for items identified as delivered.

November 21, 2006 6

Project OverviewIndependent vs. Full-process

Independent• Location Admin

Review

• Temps– Filer/Data Entry

• Market Coordinator– Remote

Full-process• Analyst Review

• Temps– Filer/Data Entry– Analyst

• Market Coordinator– On site

November 21, 2006 7

Project OverviewRequesting a Change of Approach

• If you think it is appropriate, you can request a change of approach– Examples:

• Location Administrator is responsible for multiple “Independent” locations

• Small “Full-process” location decides not to use an analyst

• Contact your Market Coordinator for approval

November 21, 2006 8

Master Listing Overview

• Where to find it• Which version to use• What it contains• The different sections• Priorities• Headings

Legacy No

November 21, 2006 9

Master ListingWhere To Find It

Master Listing is found on the SCI intranet

November 21, 2006 10

Master ListingWhere To Find It


Master ListingWhat It Contains

• Contracts with items marked as:– Undelivered – Stored at vendor’s warehouse-20– Stored on premises-30


Master ListingVersions

• Sorted by:– Purchaser Name– Contract Number

• How are your files set up?– Alphabetical– Numerical– Lot number

• Use your current cross-reference method


Master ListingThe Different Sections

• Location Review

• At-need Contracts

• High Value Contracts

• Low Value Contracts

Each section is individually sorted,

either alphabetically or numerically.


Master Listing Headings

Legacy No


Review Process Overview

1. Prepare for review and fax contract2. Review files3. Determine Item Changes4. Code delivery status changes or contract corrections on Master Listing5. Organize files by the type of change required6. Complete Exception Worksheet & fax for any non delivery changes.7. HMIS data entry of delivery information8. Coding data entry complete on Master Listing9. Delivery verification10. Master Listing columns not used during Location Review11. Resolving missing files12. Physical inspection requirements13. Sign-off


Review Process1. Preparing for Review

• Filer– Pull the files– Fax contract to 1 (866) 613-0021– No cover sheet required– If contract number is not visible on the

contract, hand write in the 12 digit contract number exactly how it is written in HMIS including location number.


Review Process1. Preparing for Review

– Group files with Master Listing page– Indicate missing files by writing “M” in the

“Miss/Rvw” column on the Master Listing


Review Process2. Reviewing Files

• Reviewer– Confirm you have the correct file/contract– Find supporting documentation

• Contract (If you have the file, but the contract is missing, record on Master Listing with an “M” in “Miss/Rvw” column)

• Interment Order • Maintenance work order or old service request• Secondary documents (if required)


Review Process2. Reviewing Files

• What is a secondary document?– Master cards– Lot cards & lot books– Memorial order forms– Interment log– Storage listings or certificates– Property owner cards

• Document review (testing) is mandatory– Contact your Market Coordinator


Review Process3. Determine Item or Contract

Changes

• Undelivered• Stored-20 (Offsite)• Stored-30(On premises)• Delivered• Cancelled/Void• Other Changes

-Action Requested of Burnaby Home Office


Review Process4. Coding the Delivery Status

• Current status is correct = X

Legacy No



• Stored = S (20 or 30)• Record actual storage date• Check vendor listing of stored markers

• Estimating the storage date– Will cover in detail later

Legacy No



• Delivered = D (40 or 50)

• Record actual delivery date

• Estimating delivery dates – Will cover in detail later

Legacy No


Review Process4. Coding the Item Status

• CI*=Cancelled Item

• CC*=Cancelled Contract* Requires an Exception Worksheet to be completed and faxed.

Legacy No


Review Process4. Coding the Item Status

• A*=Action request for other types of changes– Sales amount of an item is incorrect– Sales type is incorrect (At need or Pre Need)– Contract item is incorrect

*These require an Exception Worksheet to be completed and faxed.


Review Process4. Undetermined Status

• Primary documents

• Secondary documents

• Physical inspection of the gravesite


Review Process5. Organizing Files by Delivery Status

• No action required —Current coding in HMIS is correct– Stack for filing

• HMIS corrections required —Current coding is incorrect -Delivered, Stored, Cancelled, Change.– Stack and group for review & processing by location

management

• Need further review —Delivery undetermined– Stack and group with Master Listing pages for further

review, physical inspection, etc.


Review Process6. Complete CUVP Exception

Worksheet• This is completed & faxed for all contract

changes except for deliveries.


Review Process7. HMIS Delivery/Undelivered Entry

• Deliver items in HMIS using the appropriate delivery code – 20 merchandise stored off site– 30 merchandise stored on premises– 40 merchandise installed– 50 service provided

• Use “99997” as the control ID number

Stored items are highlighted in yellow. Don’t assume that they have been delivered completely in the

system.


Review Process8. Coding Data Entry Complete

• Accuracy in data entry is critical!• Person entering the required action in HMIS

must initial and date the Master Listing in the “Initial/Date Data Entry” column

Legacy No


Review Process9. Verifying HMIS Delivery

• Print HMIS Product Delivered report daily.– Run the report by date range using the data

entry date in order to capture the current day’s entries



• Verify the following– Correct contract number– Correct item was delivered– Correct delivery date was entered

Legacy No



• Initial the Master Listing in the “Initials Del Verif.” column

Legacy No


Review Process10. Other Master Listing Columns

• Comments – Use to record any pertinent information about an item

• Columns not used for Location Review section:– Initials Rvw of Del– Initials / Date Sub Pass– QA Result– QA Initials


Review Process11. Resolving Missing Files

• Additional Sources of Information– Secondary documents mentioned earlier– Appendix G in training manual

• Physical inspection of the gravesite

• Exhausted search—what next?


Review Process12. Physical Inspection Requirements

• Physically inspect an average of 5 contracts per week during the project– Probe grave for outer burial container/casket– Visual of crypt/niche for sign of

opening/closing– Visual of memorial installation– May be performed by General Manager, Loc

Admin, Superintendent or designate, Mkt. Coordinator

– Work around weather constraints


Review Process12. Physical Inspection Requirements

• Documentation– Record Physical Inspections on “Physical Inspection Report”

• Complete information from Master Listing and property records• Inspector indicates status, signs & dates

– File the Physical Inspection Report in the file• Make copies when multiple contracts are recorded on the

same sheet– Write “PI complete” in the Master Listing “Comments” column for

each item verified by physical inspection


Review Process13. Master Listing Sign-off

• Analyst Signature/Date– No signature required for the Location Review

section– Write in “No Analyst” or “100% Location

Review”


Review Process13. Master Listing Sign-off

• Management Signature/Date– Sign only after the entire sheet is complete

• No date in the review rows can be after the signature date

– Location Administrator or person completing the review must sign

• Signer must be a Company employee

Best Practice:

Don’t sign until the end of the project.


Hiring And Training TempsOverview

• Leveraging your time

• Hiring temps

• Training temps

• Supervising temps

• Where to get help


Hiring And Training TempsLeveraging Your Time

• Using filers for the project• Using temps as backup for other tasks

– Answering telephones, etc.

• Be efficient– Pull a stack of files to work on at once– Be sure filers are pulling any documentation that is required in

addition to the customer file– Keep pages together and organized

• Any lost listing pages will have to be done over

• Delegate– Focus on what only you can do


Hiring And Training TempsHiring Temps

• Independent Locations– Filer only

• Full-process Locations– Contact Market Coordinator to determine

need

• Contact your Market Coordinator for information on where to get temps


Hiring And Training TempsTraining Temps

• Train– Importance of the project– Importance of accuracy in filing, analyzing & data

entry– How to locate customer files– How to locate supporting documents– If you need help training your temps on how to

use HMIS, contact your Mkt. Coordinator


Hiring And Training TempsSupervising Temps

• Supervise– Temps need to keep the LA/Analyst busy by

having enough files for review– Check the work—Are the records being filed

correctly after review?– Are they using their time wisely?


Resources For Help

• Coordinators– Remote Coordinator– Market Coordinator

• Global Village (SCI Intranet site)– Applications—Cemetery Undelivered Verification

• Pat Adams– [email protected]

• Juhli Farrell– [email protected]

• Sara Beaves– [email protected]

mailto:[email protected]



Resources For Help

• Email questions for Q & A session to:– [email protected]– [email protected]– [email protected]– Subject line: “CUVP Questions”



Documents

Cemetery Undelivered Verification Project