11. Warranty Training Guide - Version 3 Home | FAQ | Full Training Guide    
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11.5 Maintain Deficiencies
Purpose of application is to create/update deficiency lists. A deficiency list is a summary of all deficiencies found in a home, usually based on homeowner's feedback. A home can have more than one deficiency list and each deficiency list can consist of one or more deficiency item(s). Some deficiency items may require estimates, work orders or both. Some may be backcharged.
ON THIS PAGE
11.5.1 Creating a new deficiency list
11.5.2 Updating existing deficiency list
11.5.3 Sending letters to homeowners
11.5.4 Deficiency examples
11.5.1 Creating a new deficiency list
Step Action
1. Open Maintain Deficiencies application.
2. To create a new deficiency list, you must fill out 2 of the required fields: project and lot ID. Select a project from the Select a Project drop down list and enter the lot ID in the Enter A Lot ID input field (or click on the link, to find one).
3. Click .
4. Fill out List Details section of the form.

FORM FAQ
Warranty Source How did you find out about the deficiencies (e.g. home inspection, homeowner called)?
Received Date Enter a date on which the deficiency list was received.
Origination Date Enter a date on which the homeowner reported the deficiencies.
List Description Enter a name, which will be used to identify the deficiency list.
List Notes Enter any additional notes, in regards to the deficiency list, here.
Send List Notes With Transmissions Do you want to attach the notes, entered in the List Notes field above, to the list during transmission process? Select Yes or No.
Rep Assigned Select a warranty rep that will be responsible for fixing the deficiencies in this list.
Rep Assigned Date Enter a date on which the warranty rep was assigned this list of deficiencies.
Homeowner Reported Select the name of the homeowner who reported the deficiencies. Note: If you do not see your homeowner in the drop down list, click on the link to add him/her to the system. Once, you have done so, return to this screen and click . For details, see Maintain Lot Homeowners section of this training guide.
5. When you are done:
  1. To save and exit, click .
  2. To save and send homeowner a letter, click . For details, see Sending letters to homeowners section of this training guide.
  3. To update homeowner information (e.g. home access notes, purchaser details), click . For details, see Maintain Lot Homeowners section of this training guide.
  4. To update home warranty information (e.g. warranty program, duration), click . For details, see Maintain Home Warranty Detail section of this training guide.
  5. To save and add deficiencies to this list, click .

    Fill out Deficiency Details, Homeowner Letter Response(s) for this deficiency and Custom Fields sections of the form. When you are done, click to save and exit or, if you want to add another deficiency to the list, click .

    FORM FAQ
    Use details from commonly occurring deficiencies
    Select a deficiency description from a predefined list. This list can be populated or edited via Maintain Common Deficiencies application. For details, see Maintain Common Deficiencies section of this training guide.
    Deficiency Details
    Deficiency Description Enter a thorough description of the deficiency.
    Deficiency Status Select a deficiency status. The current list of statuses are:
    Deficiency Status Types
    Open Not fixed yet.
    Cancelled No further action is necessary (e.g. duplicate deficiency).
    Closed Not considered a warranty item based on the company warranty standards and is therefore closed.
    Completed Fixed.
    Legal action Under dispute.
    Pending Year end/Seasonal/Leak/Mold.
    Deficiency Status Date As of which date the deficiency holds above status.
    Deficiency Class Select a group responsible for fixing the deficiency (e.g. construction, warranty).
    Deficiency Priority Select the urgency of the deficiency (e.g. normal, emergency, low, high).
    Work Order Required Select whether or not a work order is required. If work order is required, you must also select source and assigned vendors. For instructions on how to create a work order, please refer to Creating a work order and/or estimate section of this tutorial.
    Estimate Required Select whether or not an estimate is required. If estimate order is required, you must select source and assigned vendors. For instructions on how to create an estimate, please refer to Creating a work order and/or estimate section of this tutorial.
    Backcharge Required Select whether or not a backcharge is required.
    Deficiency Type Select the type of deficiency (e.g. regular, leak/mold, seasonal, or year-end).
    Rep Assigned Select a warranty representative that will manage this deficiency. Click to set up an appointment with the warranty representative. For details, see View Calendar section of the Calendar training guide.
    Rep Assigned Date Enter the date the warranty rep was assigned the deficiency.
    Room Select a room in which the deficiency was found.
    Deficiency Group Select a group to which the deficiency relates (e.g. cabinets). This list can be populated or edited via Maintain Deficiency Groups & SubGroups application. For details, see Maintain Deficiency Groups & SubGroups section of this training guide.
    Deficiency Subgroup Select a Subgroup to which the deficiency relates (e.g. kitchen cabinets). This list can be populated or edited via Maintain Deficiency Groups & SubGroups application. For details, see Maintain Deficiency Groups & SubGroups section of this training guide.
    Root Cause Select the underlying cause of the deficiency (e.g. design errors).
    Source vendor Source vendor is one who performed the original work. If you do not see the one you need in the drop down list, enter the vendor ID or click on the link to find one.

    The cost type suppliers in the drop down list are shown based on the following criteria:
    Assigned vendor

    Assigned vendor is one who will fix the deficiency. If you do not see the one you need in the drop down list, enter the vendor ID or click on the link to find one.

    The cost type suppliers in the drop down list are shown based on the following criteria:

    Note: If the assigned and source vendors are identical, click on the to copy the data from the above field. Also, keep in mind that if you leave the Assigned Vendor field blank, it will automatically be populated with data from the Source Vendor field.

    Pending From Date Starting from which date the repair of the deficiency is put on hold?
    Pending To Date Ending on which date the repair of the deficiency is on hold?
    Pending Reason Enter a reason for putting off the repairs (e.g. homeowner is on vacation).
    Deficiency Comments (Internal Use) Enter any additional comments related to the deficiency (internal use only).
    Homeowner Signed Off Select whether or not the homeowner signed off the deficiency list, thus marking it complete.
    Signoff Type Who did the signoff? Manager or purchaser/homeowner?
    Homeowner Signed Date Enter a date on which the homeowner signed off the deficiency list. A signed off deficiency list means that all the deficiencies have been resolved.

    Note: If you need to upload an image of the deficiency, click instead. A new link will appear at the bottom of the page: . Click on the link to display Upload Deficiency Pictures form and follow on-screen instructions.

    Once, all the photos have been successfully uploaded, they will be displayed at the bottom of the current page.
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11.5.2 Updating existing deficiency list
Step Action
1. Open Maintain Deficiencies application.
2. Enter a lot ID in the Enter A Lot ID input field. Note: You must select a lot before you can search for a deficiency list.
3. Enter a deficiency list ID in the Enter A Deficiency List ID input field.
4. Click .
5. Here are the details of the deficiency list.

At the very top of the page, you can see how many deficiencies are outstanding for this lot or deficiency list (e.g. Outstanding deficiencies on this list : 2, Outstanding deficiencies on this lot : 2).

To view a complete list of all deficiencies for this lot, click on the link. For details, see View Deficiencies Report (Detail) section of this training guide.
6. To update any of the deficiencies in this list or add new ones, click and proceed to the next step of this tutorial.
7. Here is a list of all deficiencies.

You can now perform any of the following actions:
  • To mark a deficiency as signed off; select one or more deficiencies and click . To update all of the deficiencies as signed off, click . Note: You can only sign off completed, cancelled or closed deficiencies.
  • To mark a deficiency as completed, select one or more deficiencies and click . You should now see the following form. Enter completion date in the Deficiency Status Date input field and click .

    Note: You cannot set the status of completed, cancelled or closed deficiencies as completed.
  • To change the status of an open deficiency to pending, select one or more deficiencies and click . Similarly, to change a pending deficiency to open, click .
  • To add a new deficiency to this list, click . For details, see Step 5(e) in Creating a new deficiency list section of this training guide.
  • To transmit the deficiencies, click . Transmission of deficiencies is the faxing/emailing of this list to all selected vendors/warranty representatives. For details, see Transmit Deficiencies section of this training guide.
  • Once all of the deficiencies are complete, you'll need to print out a sign off form. A sign off form is then signed by homeowner/manager, confirming that everything is in fact complete. To do so, click .

    Here is an example of sign off form.
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11.5.3 Sending letters to homeowners
Step Action
1. Open Maintain Deficiencies application.
2. Enter lot and deficiency list ID's.
3. When you are done, click .
4. Scroll down to the very bottom of the page and click .
5. The Send Letter To Homeowner form is displayed.
  1. Select the type of deficiency you want to include in the letter (e.g. completed, pending) by selecting appropriate check boxes in the Select Deficiencies that are section of the form. Another way to do this is scroll down to the list of all deficiencies and manually put a check mark for each deficiency in the Include this deficiency check box.
  2. Include a GGH letterhead or leave room for a pre-printed one (you must select either of these two options).
  3. Fill out the address, subject and salutation sections of the form.
  4. To re-arrange the display order of the deficiencies, simply select an order number for each one from the Show at order number drop down list.
  5. For help, on writing the responses, click on the Lookup Standard Response link and load a template response.
  6. Fill out the Signature section of the form or choose from a template selection.
  7. And finally, fill out the From section.
6. When you are done, click .
7. Here is the letter preview. You can make some further adjustments directly here and when you are done you have two options: send letter by email to the homeowner or print it out and send by regular mail. Click on the or buttons accordingly.
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11.5.4 Deficiency Examples
Here is an example of a deficiency fax received from a customer.

And here is an example of a deficiency email received from a customer.
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Updated August 6, 2014