Download ppt - Cemetery Undelivered Verification Project Full-Process Locations Only

Cemetery Undelivered Verification Project

Full-Process Locations Only

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Session # 2 Agenda

• Review of Session # 1 • Master Listing Sign-off by Analyst• Analyst File Reviews & Escalations• Delivery: The Full-Process Approach• Subsequent Passes• Training Analysts• Quality Assurance (QA)• Resources for Help

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Introduction

• Importance of the Project – Purchase Price

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

controls.– Delivery Dates– Documentation– Procedures

• Summary Memo

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CUVP Session #1 Review

• Master Listing located on Global Village – Sections

1. Location Review section is reviewed 100% by location personnel—no analysts are used– Not all locations have a Location Review section

2. At-need section can also be done as 100% location review

3. High Value section includes only Pre-Need contracts

4. Low Value section includes only Pre-Need contracts

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CUVP Session #1 Review

• Process for determining delivery status

• Documenting the Master Listing

• How to train and supervise temporary filers

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Session # 2 Agenda

• Review of session # 1 • Master Listing sign-off by analyst• Analyst File Reviews & Escalations• Delivery: The Full-Process Approach• Subsequent Passes• Training Analysts• Quality Assurance (QA)• Resources for Help

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Master Listing Sign-off By Analyst

• Each analyst must sign and date the Master Listing pages that he or she completes as each page is completed– The page is complete when every line item

has been marked with either:• The correct delivery status, • An “M” indicating a missing file, or• An “R” indicating a need for location review

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Session # 2 Agenda

• Review of session # 1 • Master Listing sign-off by analyst• Analyst File Reviews & Escalations• Delivery: The Full-Process Approach• Subsequent Passes• Training Analysts• Quality Assurance (QA)• Resources for Help

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File Reviews & Escalations Overview

• What is file review?• The 10-minute rule• Documenting a file review• What is an escalation?• When does a review become an escalation?• The Escalation Listing• Resolving review items• Options for using an Escalation Listing• Rules for documenting the Escalation Listing• What to do if you can’t resolve an escalation

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What Is File Review?

• Analyst unable to determine delivery status– Examples

• An analyst sees conflicting information in a contract file and is unsure if there is a delivery

• Deceased and a marker order, but no confirmation of delivery

• Hits the 10 minute limit.

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The 10-Minute Rule

• An analyst should never spend more than 10 minutes on a file before marking it for file review

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Documenting a File for Review

• Analyst marks the “Miss/Rvw” of the Master Listing with an “R”

• Company employee must review any file marked with an “R”

Legacy No

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What is an Escalation?

• A review file is moved to a new sheet called the “Escalation Listing”

• Files marked “M” for missing may also be escalated

• Use of the Escalation Listing is optional if review files can be resolved on the Master Listing

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Deciding to Escalate or Not

Escalate• Many contracts for

review• Several different

company employees reviewing files

• Unable to review immediately

Item marked with “R” or “M”

Item marked with “R” or “M”

Resolve on ML• Few contracts for

review• Company

employee can resolve quickly

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The Escalation Listing (EL)

• Complete location number and name

• Complete contact name and telephone number

Legacy No

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• Analyst transfers information from the ML to the first 5 columns

• Cross-reference ML page number beside the EL line number

Legacy No

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• Cross-reference EL row number in the “Comments” column on the ML

• Attach EL to files and forward to the appropriate company personnel for review

Legacy No

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Cross-Referenced ML & EL

Legacy No

Legacy No

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Resolving Review Items

• Company employee determines delivery status by:– Reviewing file– Reviewing secondary documents if necessary– Requesting physical inspection if necessary

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Options For Documenting Your Results

• Never escalated—all work done on Master Listing

• Escalated for review—final documentation on Master Listing

• Escalated for review—final documentation on Escalation Listing

• Contact your Market Coordinator to determine the best option for your location

Note:

Use only one method throughout the project.

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Escalation Listing Never Used

1. File was marked for review

2. File reviewed & status determined—Erase R

3. Document delivery status on Master Listing

Legacy No

Legacy No

Legacy No

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Escalated—Documented on ML


2. File reviewed—record delivery status & date on EL

3. Transfer documentation to Master Listing

Legacy No

Legacy No

Legacy No

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Escalated—Documented on EL


2. File reviewed—record status & HMIS delivery on EL

3. Process is complete

– Be sure that the cross-referencing stays in place

Legacy No

Legacy No

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When You Can’t Resolve an Escalation

• Item remains with an undelivered status

• Be sure all resources have truly been exhausted

• Comments updated: “Search Exhausted”

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Session # 2 Agenda


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Delivery: The Full-Process Approach- Overview

• 3-step CUVP Delivery Process1. Review of delivery

2. HMIS data entry

3. HMIS verification

• Rules for Delivery Review

• Documenting the Delivery Review

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Delivery: The Full-Process Approach 3-Step CUVP Delivery Process

1. Delivery review– Required for all deliveries recorded on the

ML by analysts

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Delivery: The Full-Process Approach- Rules for Delivery Review

• Must be completed by qualified company employees

• Verify:– The delivery status recorded by the analyst is

correct– The delivery date recorded by the analyst is

correct– If the date is estimated, be sure it is marked

with an “E” for estimate

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Delivery: The Full-Process Approach- Documenting the Delivery Review

• If correct– Initial the ML column “Initials Rvw of Del” if

everything is correct

• If incorrect– Update Master Listing with correct delivery

information– Initial the ML column “Initials Rvw of Del”

Legacy No

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Delivery: The Full-Process Approach- 3-Step CUVP Delivery Process

2. HMIS data entry—Accounting Delivery only

– Temp analysts may be used for data entry after they have taken the training: “How to Perform an Accounting Delivery”

3. Delivery Verification– Compare the Master Listing to the HMIS

Product Delivered Report

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Product Delivered Report

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Session # 2 Agenda


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Subsequent Passes-Overview

• What is a subsequent pass?

• Why perform a subsequent pass?

• Locating missing files

• Documenting a subsequent pass

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Subsequent Pass

• What is a subsequent pass?– A second look at your Master Listing after the analyst

has signed off.

• Why perform a subsequent pass?– To locate and resolve contracts marked as “Missing”– To reduce the workload of location personnel

• Contact your Market Coordinator for help with a subsequent pass

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Subsequent Passes- Locating Missing Files

• Look for other cross-reference sources to determine where the contract is filed– Name change– Purchaser name different than property owner when

contracts are filed by property owner

• Lost files• Determine property location and perform

physical inspection to determine delivery status

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Subsequent Passes- Documenting a Subsequent Pass• File found

– The “M” is erased from the Master Listing– The analyst reviews the file and determines the

delivery status– The ML is updated with the correct code– The analyst initials and dates the ML in the

“Initials/Date Sub Pass” column

– Amended items are subject to the same delivery review, delivery verification, and QA

Legacy No

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Session # 2 Agenda


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Training Analysts

• Temps from RHI should have reviewed the analysts’ project training manual for CUVP before arriving at your location

• Walk through the process of analyzing the files– Use example documents

• Interment Order & Maintenance Work Order

– Show brochures of merchandise sold

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Training Analysts

• Review 100% of their work until you are confident that they are doing it correctly– Initial each ML page for which you do 100%

review– Reject early if they are struggling—contact your

Remote or Market Coordinator for replacements

• Once you are no longer reviewing 100%, the temp’s work is still subject to QA Review

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Training Analysts-Supervising Analysts

• Errors found during Review of Delivery– Discuss errors with the analyst immediately– Determine if you need to return to 100% review

for a period of time– Determine if staff changes need to be made

• Monitor their production

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Session # 2 Agenda


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Quality Assurance

• What is QA?

• Conducting the QA

• Documenting QA on Master Listing

• Tallying QA Results

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Quality Assurance What is QA?

• QA = Quality AssuranceTo ensure that the analysts’ work is accurate, QA is a weekly sampling of 15 contracts that have been marked with an “X” on the Master Listing indicating no change in status.

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Quality Assurance Why Do We Do QA?

• Too many undelivered items to conduct 100% review

• Demonstrate the quality of the analysts’ work

• Identify temps that need to be replaced

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Quality Assurance Basic Rules of QA

• What is subject to QA?– Items reviewed by an analyst and determined

to have no change in status – These items will be indicated by an “X” in the

“Verified Del Status” column of the Master Listing

• May be undelivered or stored items

SMBR4814 BRONZE MARKER

Legacy No

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Quality Assurance Basic Rules of QA

• What is exempt from QA?– Items determined to have a change in status– Temp analysts’ work that was subject to 100%

review by a qualified company employee– Location Review section of the Master Listing

NOTE:

Even if one analyst works only one day during the week, QA Sampling is required.

If fewer than 15 files were worked by that analyst, then 100% of their work is subject to QA.

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Quality Assurance Conducting the QA

Overview• Determining the sample population

• Selecting samples that are representative

• Choosing which samples to subject to physical inspection

• What is a QA error?

• What to do when you find an error?

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Conducting the QA Determining the Sample

Population

• 15 contracts from the Master Listing every calendar week– Week is determined by:

• The date the analyst signed-off on each Master Listing sheet

• The date the analyst has initialed the Subsequent Pass

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Conducting the QA Selecting Samples That Are

Representative• The samplings should include contracts

that represent:

– All analysts

– All types of contracts and items • Burial items • Memorialization items

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Conducting the QA Choosing Which Samples To

Subject To Physical Inspection• 5 of the 15 samples selected

must be checked by physical inspection

• Do not include any contracts where a physical inspection was previously performed to determine delivery status

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Conducting the QA What is a QA Error?

• Analyst marked the Master Listing with an “X” indicating the status had not changed; however, the item was in fact delivered

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Conducting the QA What To Do When You Find an Error?

• Delivery was found by reviewing the file– The file indicates that a delivery was

performed—the analyst made an error.– Make the appropriate corrections on the

Master Listing– Perform HMIS data entry

• Delivery was found on physical inspection– Nothing in the file indicates that a delivery

was performed—the analyst is not at fault

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Conducting the QA What To Do When You Find an

Error?• Evaluate the analyst

– Location may have to go back and perform 100% review of all of that analyst’s work

– Make sure that all analysts know what error occurred and are instructed on how to prevent that type of error in the future

• Call your Market Coordinator to report all errors found during QA– They will instruct you on what action to take

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• Four possible outcomes of QA– Test-ok – Test-error– Test-ok with physical inspection– Test-ok with physical inspection error

Documenting QA On the Master Listing

Overview

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• Test-OK = ML is correct based on contract file– Write “Test-ok” in the QA Results column– Person performing the QA initials in the “QA

Initials” column

Legacy No

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• Test-Error = ML is wrong based on contract file– Write “Test-error” in the QA Results column– Person performing the QA initials in the “QA

Initials” column

Legacy No

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• Test-Error—Correcting the delivery status– Erase the “X”– Enter the correct delivery status and delivery

date

Legacy No

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• Test-Error—HMIS data entry & verification– Perform the required HMIS data entry– Initial and date HMIS data entry complete– Perform Delivery Verification and initial on ML

NOTE:

Do not erase the QA documentation after correcting the error.

Legacy No

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• Test-ok and INSP = PI confirms ML & contract file are correct– The QA of the file tested okay & was

documented– Contract was selected for physical inspection– Physical inspection showed no delivery– Write “INSP” in the Comments column

Legacy No

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• Test-OK and INSP-error = PI shows delivery; ML is wrong & contract file may be wrong– The QA of the file tested okay & was documented– Contract was selected for physical inspection– Physical inspection showed two of the four items were delivered– Write “INSP” in the Comments column for the correct items– Write “INSP-error” in the Comments column for the incorrect items– Correct the delivery status, perform HMIS data entry, and complete

the documentation following the same process for “Test-error”

Legacy No

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Tallying QA Results

• There is a CUVP Web Application to register QA results.

• There will be a special session on how to use this tool.

• You will find this Web Application on The SCI Global Village.

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Tallying QA Results

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Session # 2 Agenda


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Resources for Help

• Coordinators– Market Coordinator

• Global Village– Applications—Cemetery Undelivered Verification

• Sara Beaves– [email protected]

• Juhli Farrell– [email protected]

• Pat Adams – [email protected]

mailto:[email protected]


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Resources for Help

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

