Install Audit

Here is a step by step guide on doing a typical Service ticket audit.

Step 1 Claiming the audit

Step 2: Auditing 

Step 3: Reviewing photos

Step by step guide

Audits - LightReach standards apply to all jobs (with few minor exceptions with installing CT and causing major damage to the CX drywall and Cell Units)

Roof Work and Provisioning

1. Pull up the most recent set of approved plans or installation CD and verify it is for the correct customer.

2. On the home page scroll down to Installation under Assistant or accept it through the tools PA step. Accept the “Post install field audit” step. If the assistant has already been used (Ex. When we have a rough and electrical ticket. It will only work for one of them, and not both.) You will have to reject the step and then re-accept it. 

   1. SA Fields- Ticket status, Audit status, Field audit completed date and time, Field audit tech, Field audit result.

      1. For Passes it to get it out of the queue it should be Status = Complete, Audit status = Ready For Audit - 100% Complete, Field audit result = Pass

      2. For Fails to get it out of the queue should follow Status = Cannot Complete (with the correct reason updated), Audit status = Not Ready for audit, Field audit result = Fail - New Service Appt Needed or Fail or Fail - Eligible for Bonus Review

   2. Installation Object Fields- To verify if PA filled in the correct dates, Scroll down to “Solar Install” dropdown. Solar work date, Electrical work date, System provisioned, Partial work started - If the job is not complete, Photos uploaded date, Field Audit ready for inspection, Post-install audit passed, Post-install audit failed - If the job fails the audit, and Field audit notes.

3. Open service appointment summary through project assistant. 

4. Read the ticket description 
   
   

5. Verify from photos that the ticket description has been completed.
   
   

Miscellaneous work and Home Damage

1. Ensure that all needed dates are marked and any needed rework is added to a new ticket. 

   1. The needed dates are Solar Work, Electrical Work, Provisioning, Ready for inspection, photos uploaded, and Post-install audit passed. Ensure you leave your notes in the Field Audit Notes section as well.

   2. If anything still needs to be done make sure it is added to a new ticket and pushed to scheduling.

1. 3. On that same note, we are fine to push to inspection if all we are waiting on is provisioning. Ensure the return ticket has been made, but push it to inspection at the same time.

   4. If we get notes from a tech saying “The customer asked about this and that” or “Customer requested a call to talk about their loan” make sure we make an urgent project note and push it over to the Sales liaisons for them to contact the customer.

   5. Any time we have drywall damage, shingle damage, or any other damage caused by the installer/installers we need to open an SPS object to get it taken care of.

Pass/Fail

1. Once all components of the install/service have been checked and verified then through project assistant complete the step and mark the audit as passed and mark all applicable dates. 

2. If the Audit fails, then mark the service appt as cannot complete, not ready for audit and properly dispatch the cannot complete reason with why it fails (I.E. insufficient photos) 

   1. Send the Crew lead, Electrician, and OM a text of the fail reason.

      1. Depending on the fail we may be able to mark the appropriate dates to keep the account moving forward. 

      2. If the crew is able to fix the issue while on site then we can update it to “Pass corrected on site” and Pass their quality. And in the SA move the status to complete and remove the cannot completed reason.