I'm Watching You
Process dispatch uses to ensure all routes complete through out the day
What is the Route Monitoring Process
The process dispatch is responsible for initiating when a driver's truck stops working
What is the Breakdown Process
Driver "forgets" to call dispatch for the 3rd time for this customer in 30 days
What is CPL/DRV
Customer contact hours
What is 7am to 5pm?
HOC before 7AM
What is notate the account and contact customer during dispatch business hours
This SOP documents how to identify and manage a repeat failure of service
What is the Code Red Process
If a driver reports being sick, ill or tired, dispatch should ____________.
What is urgently contact the site leadership
The OCSD tools used to monitor routes
What are Route Progress Indicators (RPI)?
During AM launch, if the truck breaks down, the driver should do this
What is Turn on the red Headlamp
Driver dumps the container and determines that it was overweight on the scheduled service day
What is send a case to sales
blocked, locked, overloaded
What is TRP reason / what is an exception reason
This type of Case would be keyed after multiple complaint cases were made to update customer contact information
What is RED/SLS
When entering a delay of service into the Alert Center, what is the one option you should choose to alert Customer service
What is GreenPages
The maximum amount of time a route with an issue may sit untouched (downtime)
What is 1 Hour
This Driver Action sends an email out to the District and dispatch
What is Truck Down Time
Dispatch calls a customer and gets no answer/ wrong number
What is Key CPL/SLS for sales
The Maximum amount of time a driver can stay on property waiting for a customer to fix a problem
What is 15 minutes
Dispatch requirement to close any HOC
What is contact the customer
the RED/OPS case must be closed and completed within how much time?
What is 48 hours
When this happens, do not argue with the driver, instead ask probing questions and reschedule or reassign Commercial or Residential work
What is Driver refusing/declining work
Tool used to monitor RO route progress
What is Gantt
True or False: Drivers may work in a truck different than the one specified on their OBU
What is False
Driver arrives prior to 7am and is unable to service
What is dispatch creates a CPL/SLS for sales
4th Consecutive no call HOC in 30 Days
What is escalate case # from 3rd instance in email form to DM, Sales, and Logistics
in What instance should a Driver call 911 first
What is during a vehicle incident that may result in injury or loss of life
When should RED/TKT tickets be complete?
What is by end of the next Business day
What is make an Alert in the Alert Center (salesforce, service delay)
After leaving the yard, Here is where dispatch will make truck changes
What is in OCSD
Down Time Status
What is should be used anytime the truck is away from the yard and cannot physically return on its own
CPL/RPF
What is a Repeat case
Multiple tickets for empty containers on customer property
What is TRP the first one, pull the others and void
The one person you should never call
What is the driver
Driver closes a stop 2 blocks away from the customer property
What is ping offsite
Geographic Area of service
What is the town name, HOA, neighborhood, or street names in an area