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QUALITY MANUAL

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QUALITY MANUAL

  1. 1. FileBank Incorporated: Quality/Employee Manual January 1 2015 The information in this Quality/Employee Manual reflects upon the ISO 9001:2000 quality standard and FileBank Incorporated scope of work in all aspects.
  2. 2. FileBank Incorporated: Quality/Employee Manual 2015 E N T E R P R I S E C O N T E N T M A N A G E M E N T 23 THORNTON ROAD OAKLAND, NEW JERSEY, 07436 PHONE: (800) 625-7163 PHONE: (973) 279-4411 FAX: (973) 279-6235 WEBSITE: WWW.FILEBANKINC.COM
  3. 3. FileBank Incorporated: Quality/Employee Manual 2015 Table of Contents 1. Introduction 1.1. Introduction to FileBank 1.2. Who is FileBank? 1.3. Mission and Philosophy 1.4. Methodology For Preparing This Quality Manual 1.5. Circle of Labor 1.6. Educational Data Services (Ed Data) 1.7. V-Cabinet 1.8. File Retention/Shredding Services 1.9. Jump to Digital 1.10. Resource Management 2. Quality Management System (QMS) 2.1. Quality Policy 2.2 Quality Objectives 2.3 Quality Metrics 2.4 Document Control 2.5 Process Control 2.6 NAID Certification Program Audit Preparation Checklist 2.7 Internal Quality Audits 2.8 Employee Training 2.9 Employee Management Commitment 2.10 Management Representative 2.11 Management Review 2.12 Purchasing Procedure 2.13 Calibration Procedure 2.14 Control, prevention, identification, and traceability of customer property 2.15 Continuous Improvements 2.16 Corrective Action 2.17 Preventative Action 2.18 Internal Archiving Procedure 3. Position Descriptions 3.1 President 3.2 Sales Manager 3.3 Sales Representatives 3.4 Accounting Manager/CFO 3.5 Information Technology Manager 3.6 Customer Service Manager
  4. 4. FileBank Incorporated: Quality/Employee Manual 2015 3.7 Customer Service Assistant 3.8 Human Resources Manager 3.9 Driver 3.10 FileCapture Manager 3.11 Purge Master 3.12 Accounts Receivable Associate 4. Wages/Salary 4.1 Probationary Period/Vacation Time 4.2 Expense Reimbursements 4.3 Working Hours 5. FileBank Work Procedures 5.1 Sales Procedure from Point of Contact with a Prospect, Until the Signing of a Contract 5.2 How to Relocate a Container in the Archive Center 5.3 How to Image Documents 5.4 How to Microfilm 5.5 Daily IT Workflow 5.6 How to Process an Electronic Work Order (EWO) for a Pick-Up 5.7 How to Process an Electronic Work Order (EWO) for a Box Delivery 5.8 How to Process an Electronic Work Order (EWO) for a Rush Box Delivery 5.9 How to Process and Electronic Work order (EWO) for a File Delivery 5.10 How to Process and Electronic Work order (EWO) for Instant Access 5.11 How to Process and Electronic Work order (EWO) for a Federal Express Delivery 5.12 How to Process and Electronic Work order (EWO) to Permanently Remove a Container When it is at the Client’s Location 5.13 How to Process and Electronic Work order (EWO) for Unloading the Shred Truck’s Waste Paper 5.14 FileTrack-N-Shred Procedure 5.15 How to Process and Electronic Work order (EWO) to Search in a Container, and How to Change the EWO Once the File is Found. 5.16 How to Process an Electronic Work Order (EWO) for a Scan & Email Documents to a Client.
  5. 5. FileBank Incorporated: Quality/Employee Manual 2015 Introduction
  6. 6. FileBank Incorporated: Quality/Employee Manual 2015 1.1 Introduction This Quality Manual is authorized and approved by the Officers and Management Representative of FileBank Corporation. This Quality Manual is the property of FileBank, and must not be copied in whole or in part without the express written consent of FileBank. Changes to this Quality Manual will be controlled in accordance with the Section 4.2 Documentation Requirements of the ISO 9001:2000 quality standard. Copies sent to customers are not controlled and will not be updated between published revisions. Copies must be returned upon request. 1.2 Who is FileBank? FileBank is a company that specializes in Enterprise Content Management (ECM). We are committed to delivering solutions that offer unmatched security, and that address industry-specific issues with both innovation and leading- edge technology. Customer driven, our world–class Enterprise Content Management (ECM) solutions are deployable at both the departmental and enterprise levels. Since 1987, FileBank’s solutions have updated operations, reduced costs, and simplified information sharing. These new advances have affected our employees, customers, and municipalities. They have also benefited government agencies, medical institutions, practices, charities, and theatre companies. 1.3 Mission Statement and Philosophy FileBank's Mission is to provide groundbreaking and accurate archival and storage services to our clients. By doing so, we insist on using advanced technologies to create new solutions. Our goal is to fulfill all of our commitments to clients, employees, suppliers, and stockholders. At FileBank, we adhere to a philosophy of quality above all. Every day, we seek new ways to improve efficiency and lower costs to benefit our clients. We are dedicated to delivering quality services with great speed, friendliness and accuracy.
  7. 7. FileBank Incorporated: Quality/Employee Manual 2015 1.4 Methodology For Preparing This Quality Manual This Quality Manual is organized following the same format as the ISO 9001:2000 Quality Management System Standard (American English edition). Within each section we re-iterate the requirements of the standard, how the section relates to FileBank Inc. and how we comply. This Quality Manual is a first level document, linked to level two procedures and level three work instructions, which are supported by level four records (based in part on standardized forms). This Quality Manual was prepared using Microsoft Office software and is maintained electronically. 1.5 Circle of Labor This chart represents the process of labor we do on a daily basis. Starting with the Customer Inquiry, the customer will usually send FileBank a work order request via our P-Cabinet, or verbally over the phone. The next step is for our Customer Service Department. They are the liaisons between FileBank and the customer. This department is charge of processing the electronic work orders (EWO), and ensuring that we at FileBank are satisfying the customers’ requests. When a work order is complete, it is then sent to be finalized to do the Department Work. Here, the actual is labor is being done, such as retrieving the boxes/files requested by the customer, scanning, delivering, and picking up for storage. When the department work is complete, it is the Customer Service Department’s job to ensure one last time that the Customer Satisfaction is excellent after the job is done, and of course, making sure FileBank made a profit from each job (FileBank Satisfaction). Customer Inquiry EWO Department work Customer Satisfaction FileBank Satisfaction
  8. 8. FileBank Incorporated: Quality/Employee Manual 2015 1.6 Educational Data Services (Ed Data) FileBank, Inc. is a certified vendor for Ed Data Services for five years and counting. These services have been recognized as a Best Practice by Rutgers University, Institute of Education Law and Policy. It is the largest and most effective joint procurement administrator in the Tri-State area. We service over 40 schools and municipalities, providing competitive bids for records management services, such as hosting microfilm transformation, document scanning, archiving and certified destruction. Ed Data’s new program for municipalities operates under the umbrella of the Department of Community Affairs of the State of New Jersey. 1.7 V-Cabinet FileBank’s virtual cabinet solution, V-Cabinet converts your tedious manual filing system into an intuitive digital environment using its FileCapture service. This document imaging service scans your paper records and converts them into digital images – allowing clients to locate and share documents across their organization. V-Cabinet™ assimilates document management and retrieval solutions, as well as consolidates and manages multiple content types; all using a single software. This makes it possible to share and locate files quickly right from your desktop, and permits users to communicate with other users more effectively. Your organization’s V-Cabinet is user ID/password protected, so only authorized individuals may view or upload any information. Also, an individual level of access is assigned based on user type. For example, individuals in your company’s Human Resources Department will not have access to files in the Accounts Receivable Department, unless the proper access is requested. There are many benefits our clients experience when they commit to FileBank:  Locates and accesses files immediately;  Increases staff efficiency by eliminating search time;  Gives you more control with your retention plan;  Provides an overview of a record’s entire history;  Offers simultaneous file access and facilitates better project management;  Enhances decision-making information;  Improves governance, risk and compliance;  Accelerates search and retrieval;  Creates a centralized repository for all data;  No hardware or software to buy; no internal IT support needed. 1.8 FileRetention/Shredding Service The retention period of a document is a characteristic of file management. When wanting a document physically destroyed, there are some technicalities once must abide by. Legally, some records must be available, electronically and physically, longer than others. Most companies are subject to laws that affect the records they create. FileBank helps our customers determine which documents need to be preserved and which ones we are legally allowed to destroy. Our in-house archivists analyze our client’s files to determine the expiration dates. We also work with
  9. 9. FileBank Incorporated: Quality/Employee Manual 2015 relevant government and nongovernmental agencies to always guarantee that no file ever gets destroyed that should not have been. Our destruction services may be performed on-site at our client’s location, or here at our Archive Center. Certificates of Destruction are provided to our clients and must be filled out to its’ completion before any shred. This will eliminate any document that our client did not request to be destroyed. Benefits of using FileRetention™ are as follows:  Reduces risks of document mismanagement  Provides our customers with a sense of security for their documents; Our client’s documents are destroyed beyond repair  Enables on-demand access to files that are less frequently used.  Ensures that information assets are secured and preserved.  Guarantees that all obsolete records are destroyed We at FileBank are extremely flexible. We provide vehicles and manpower needed to pick up your expired records and media. Whether our clients request standard, emergency or rush services, they are always completed on time. Our shredding services minimize the time needed to analyze big data and start making decisions faster. 1.9 Jump to Digital Jump to Digital is our newest service, and it has our client’s jumping with joy and satisfaction. This service allows our clients to physically scan their own documents, and categorize them, which makes for even easier retrieval. FileBank provides them with their very own desk scanner so they will be able to have their private cloud accessible 24/7. This means that instead of requesting boxes or files from FileBank, and paying the fee of pulling boxes, clients can simply log on to their virtual cloud, and choose which files they would like printed, or e-mailed throughout their organization. Essentially, our clients are saving in advance when purchasing Jump to Digital. Every time a client requests a file, they are charged the fee of physically pulling the box, as well as the delivery method of the file. With Jump to Digital, our clients will never have to worry about the fees of retrieving and delivering files to them. 1.10 Resource Management The purpose of this procedure is to ensure all of the employees, whose work affects the quality of our products, experience the proper training, education, skills and experience to guarantee the success of having the highest quality work. SCOPE: This procedure covers the company organization chart, position descriptions, and training. RESPONSIBILITES: The President of the company is responsible for constructing, approving, and maintaining the organization chart, position descriptions, and assuring that all employees are adequately trained. PROCEDURE: Organization Chart
  10. 10. FileBank Incorporated: Quality/Employee Manual 2015 FileBank uses a variant of the traditional top-down type organization chart to document the reporting relationships between its personnel. The chart is periodically updated, communicated, and used to train employees on their location of the company pyramid. It shows how employees act in a cross-functional manner. Below you will find the Organizational Chart, and all FileBank employee’s functions: Charities 6 Government 32 Schools 71 Arts 11 Business 93 Contract M. Regincos V.P. Sales Domestic K. Creegan GSA/Health Account Executive J. Bross S.N.J. Account Executive NY Account Executive G. Copeland President M. Cruz Customer Service F. Golam VP IT J. Ovalles Shredding J. Santiago Purge Mgr. M. Marmo Archive Mgr. A. Santora Archive Services M. Marmo Logistics Y. Santiago FileCapture M. Regincos Jump to Digital J. Ovalles Maintenance L. Rivera Quality Control MWW Public Relations Lobbying J. DeMarco A/R Y. Santiago Billing M. Cruz Cash Control CLIENTS H. Reisbaum CFO Operations M. Regincos External IT J. Colgary Benderson Accounting A. Escobar-Hurtado Audit Control/Cost L. Rivera Customer Service/ Customer Outreach Electronic Work Order W. Taylor NJ Account Executive N. Moretta V.P. Shredding G. Copeland GSA Brooke Hulitt Contract Finance Customer Service Management Domestic & Government F. Golam VP IT M. Cruz Customer Service M. Regincos V.P. Sales H. Reisbaum CFO Quality Mgmt. Committee Y. Santiago L. Rivera A. EscobarJ. Santiago
  11. 11. FileBank Incorporated: Quality/Employee Manual 2015 Quality Management Systems (QMS)
  12. 12. FileBank Incorporated: Quality/Employee Manual 2015 FileBank has established and implemented a Quality Management System (QMS). We continually improve the effectiveness of the QMS in accordance with the International Standard ANSI/ISO/ASQ9001-2000, herein referred to as “ISO,” which is commonly referred to as ISO 9001:2000.  Identifying the processes for management activities, delivering of resources, product and/or service realization and measurement.  Determine the sequence of actions between above processes.  Determine the criteria and methods needed to ensure that both the operation and control of these processes are effective.  Ensure that the resources and information necessary are available to support the operation.  Implement actions necessary to achieve planned results and continual improvement of these processes. 2.1 Quality Policy FileBank believes quality over quantity is vital for a successful business and satisfied customers. We would rather go the extra mile and search documents for our clients, than to concern ourselves about the rapidity of serving them. We are also committed to delivering Enterprise Content Management Services that are:  100% accurate.  Completed as per the request of the client, physical emergencies delivered within 2 hours, digital emergency to be viewed within 15 minutes. Physical rush the same day and digital rush to be viewed within 5 hours, and a standard physical and/or digital request to be completed the same day. *We constantly seek ways to improve efficiency and lower costs to benefit our clients!* 2.2 Quality Objectives FileBank ensures that the following is being executed on a daily basis: 1. Put the customer first. 2. Verify customer identity and password before performing requests to ensure security and privacy of information. 3. Convert every Enterprise Content Management request of FileBank into an “Electronic Work Order” (EWO). 4. Convert fax requests into a EWO as soon as possible. 5. Proof and complete EWO. 6. Execute all work orders with a barcode reader. 7. Hold Master Archivists accountable for 100% accuracy of all work on their shift. 8. Seek more efficient ways to reduce time to save clients’ money.
  13. 13. FileBank Incorporated: Quality/Employee Manual 2015 2.3 Quality Metrics PURPOSE: This procedure reiterates the logical connection between the Mission Statement, Quality Policy, and Quality Objectives. It also explains what the Quality Metrics AKA Indices or Indicators are, and how the company uses them. SCOPE: There is, where necessary, at least one Quality Metric for each of the Quality Objectives. RESPONSIBILITIES: The Cost Specialist of the company collects the data for the quality metrics and prepares the charts. The President discusses the metrics at the Management Review Meeting, assures that the metrics are input for quality planning, and communicates the metrics to the whole company. PROCEDURE: Each metric requires the collection of particular data, standard calculations, and charting and trend analysis. The metrics will be further defined and described in this procedure as developed. Negative trends are analyzed as to root cause. Corrective actions are generated through quality planning at the management review meeting. 2.4 Document Control PURPOSE: This procedure describes document control related to the Quality Management System. SCOPE: The scope of control helps us understand which documents have been formatted, approved, issued, and those that have been rendered obsolete. Control of documents is implemented over electronic documents, and some hardcopy documents. RESPONSIBILITIES: The ISO Management Representative or designee is responsible for the document control system, but may delegate certain document control tasks to the Information Technology Manager. All managers, supervisors, and employees are responsible for following the document control procedures. PROCEDURE: The FileBank Quality Manual, Quality Policy, Quality Objectives, Quality Metrics, Organization Chart, Position Descriptions, Procedures, Work Instructions, Forms, and other controlled ISO Quality System documentation are Microsoft Word, Excel, and similarly formatted documents which may be embedded into a database or other software. These documents are protected either with secure passwords that the ISO Quality Representative and the President know (in the absence or dismissal of the ISO Quality Rep). The ISO Rep or designee reviews all documents for competence and relevance prior to their revision. Obsolete documents, when retained, are identified as such or as “superseded.” Hardcopy of the documentations are controlled and issued by the ISO Rep. This individual is also responsible for coordinating, enforcing, and auditing the document. A “controlled copy” stamp may be used on the hardcopies and may require an E-Signature by the President of the organization. All documents must be E-signed by this individual. When necessary, orders, standards and specifications are also controlled by the ISO Rep. 5Documents are preserved so that they remain legible and readily recognizable. Obsolete documents may be archived by the ISO Rep. until disposal.
  14. 14. FileBank Incorporated: Quality/Employee Manual 2015 2.5 Process Control PURPOSE: This procedure enables the credentials, understanding, and improvement of the key processes at FileBank. It includes all processes such as Customer Service, Information Technology, Sales department, Archive Center, Retention Services and any other department whose success affects our suppliers and customers. RESPONSIBILITIES: The Management at FileBank is responsible for understanding the key processes, as well as providing the means to control and improve these said processes. PROCEDURE: The FileBank Management Committee has identified the key processes at FileBank. They determine if these processes directly impact our quality objectives. They then review the effectiveness, based on the Quality Metrics and begin to develop action plans where they collectively see an improvement is needed. They assure the action(s) are completed in a timely manner. 2.6 NAID Cert. Program Audit Checklist The following checklist has been prepared to help you expedite a successful Certification audit. You should review this checklist at least one week prior to your scheduled audit to ensure all items are in place. Items 1.1 through 1.5 – EMPLOYEE REQUIREMENTS All employee files must contain completed Confidentiality Agreements, an I-9 form (or proper work permit/registration2 paperwork), and a signed acknowledgment of the Company’s policies and procedures manual. All ACCESS employee files must contain an Employment History Verification, a Criminal Record Search (at least 7 years of history) and Drug Screening Results.* All employee files for DRIVERS must contain a copy of a valid driver license and/or commercial driver license and any additional items required by governmental jurisdiction for drivers. All drivers and destruction processing employee files must contain an acknowledgment of the company’s written policies and procedures. A new acknowledgment must be signed on an annual basis. A file containing documentation supporting annual random Access employee criminal searches. For the annual Access employee drug/substance monitoring: Option 1 - Drug/Substance Screening on annual random basis, then a file containing documentation supporting the 50% annual random ACCESS employee drug testing should be available. OR Option 2 – Drug/Substance Management Training, then a file containing proof of completed yearly management training should be in available. *Individuals who are officers, directors, owners and/or partners of the applicant company or other individuals who have access to, can grant or authorize access to the confidential materials to be destroyed at the applicant’s location but who are not engaged in the day-to-day operation of the applicant company are exempt from the employment verification and drug screening requirements. Items 2.1 through 2.18 – OPERATIONAL SECURITY
  15. 15. FileBank Incorporated: Quality/Employee Manual 2015 Policies and Procedures manual for employees and drivers updated and accessible. Employee manual must include:3 Stated media destruction timeframe(s) Quality control procedures Customer documentation process that includes customer acknowledgement, receipt or agreement of the specific services they have received (Sample of documentation must be available for the auditor) Access controls and unauthorized access prohibiting measures (Plant-based operations) The standard physical destruction method of computer hard drives (not wiping or overwriting), if applicable The standard physical destruction method of non-paper media for each of the types of non-paper media destroyed, if applicable Unannounced audit procedure and process – at least one person should be named as a contact in the event of an unannounced audit, with physical access to all information auditor may ask to review Policy for notifying management of a potential release of, or unauthorized access to confidential material Policy for notifying Customers of a potential release of, or unauthorized access to their confidential material Written Incident Response Plan for responding to suspected or known security incidents All ACCESS employees have been trained to comply with NAID AAA Certification requirements; training documentation on file All ACCESS employees in possession of and utilizing photo I.D. badges while on duty. Company uniform worn by required employees. Customers are provided with a receipt at the time of Media pickup, which includes the following: Type of Media (Paper, Micro Media or Computer Hard Drives) Quantity of Media Acknowledgement of the services rendered Customers are notified in writing when they are provided a service that is NOT NAID Certified. This notification may be contained on a materials receipt, or another written agreement between the service provider and recipient of services. Containers used to transport confidential materials have operable locks. Destruction and/or Collection vehicles protect material from loss due to wind, tipping/spillage or other atmospheric conditions. File containing most recent inspections of all commercial vehicles. Inspections must be within the timeframe stated in the applicable state laws.** The required number of vehicles to be inspected will be available on the day of audit. (Requirements are: Three or less in either category (mobile destruction or collection only), all vehicles must be available. Four or more vehicles in either category (mobile destruction or collection only), 75% of vehicles must be available.) *** All vehicles used for transfer and/or destruction of client records have lockable cabs and lockable, fully enclosed boxes. Locks must always be used during transport and when left unattended. Readily accessible, operable two-way communication devices for all drivers of collection or destruction vehicles. Waste receptacles are free from unshredded confidential materials and no loose information-bearing materials are scattered around destruction building/area. IF APPLYING FOR PLANT-BASED OPERATION ENSURE THAT THESE ITEMS ARE IN PLACE: 4 Visitor badges are available. (All visitors must sign visitor log and must be escorted or under the supervision of an ACCESS individual at all times while in the plant.) Visitor logs available for one year.5
  16. 16. FileBank Incorporated: Quality/Employee Manual 2015 A secured area designated is available for holding confidential materials when unattended until destroyed. A secured area devoted only to destroying media is available. (No baling of unshredded paper may take place in this area, except cardboard.) If the building is not devoted to only destroying media, then a secured area within building must meet these certification requirements: Enough space within the area to stage all materials to be destroyed. Wall or fence securing the area must be a minimum of 6ft tall. (If the wall or fence does NOT go all the way to the ceiling then the area MUST have a ceiling mounted sensor alarm inside and over the perimeter of the secured destruction area to detect breach of secured fence/wall.) Wall or fence securing the area must have lockable gate or door. Monitored alarm system in place and utilized when secure destruction building/area is unoccupied. Closed circuit camera system monitoring all access points into secure destruction building/area. Closed circuit camera system provides sufficient clarity to identify individuals and their activities. There must be enough lighting at night or during other non-business hours to ensure that all images have sufficient clarity. CCTV playback available to auditor for 90 days from date of audit.6 Operational Security Maintenance Check logs available for one year.7 Alarm, Lighting, Door Locks and Visitor Logs are checked on a monthly basis.8 CCTV system is checked on a weekly basis, which includes a minimum five minutes of playback to ensure that the cameras and recording system is operating correctly. An ACCESS individual is available on the day of the audit to operate the CCTV equipment for the auditor. **If there is a jurisdiction which does not require inspections, the file must contain proof of the government statement supporting this. ***If all vehicles are not made available to auditor, the company must provide written testimony on company letterhead that those vehicles are of equal or superior condition or roadworthiness and security. The testimony must be signed by an officer of the company. The required number of vehicles though, must be available for the auditor Items 3.1 through 3.9 – ENDORSEMENTS & THE DESTRUCTION PROCESS APPLICABLE FOR PAPER OR PRINTED MEDIA ENDORSEMENT: Paper or Printed media destruction equipment produces particle sizes as follows: Continuous Shred: Width (max): 5/8 inch & Length: Indefinite Cross Cut or Pierce & Tear: Width (max): 3/4 inch & Length (max): 2.5 inches Pulverized (Equipment with Screens)****: Screen Size (max): 2 inch diameter holes APPLICABLE FOR MICRO MEDIA ENDORSEMENT: Micro Media destruction equipment produces a particle size of 1/8 inch maximum or less. APPLICABLE FOR COMPUTER HARD DRIVE ENDORSEMENT: File containing the following: Recorded serial numbers of all hard drives or CPUs destroyed for each customer Log of customers that have opted out of serial
  17. 17. FileBank Incorporated: Quality/Employee Manual 2015 number recordation (if applicable) Signed Opt-Out Agreements (if applicable) Copies of written standards/agreements for computer hard drive destruction for these customers APPLICABLE FOR NON-PAPER MEDIA ENDORSEMENT: Standard method of destruction is used for the physical destruction of non-paper media. If any methods are used that deviate from the standard, a file is available that contains written customer agreements describing those processes. File containing documentation/agreements for the recipients of destroyed materials submitted on your Certification Application.9 The signed Agreement for Responsible Disposal of Materials (or customized document with similar wording) would be10 11 between you and your recipient indicating the type of media being destroyed and the final disposition of said media. IF APPLICABLE, file containing supporting documentation for any transfer of custody scenarios. This would include subcontractor list, subcontractor agreements, client agreements and proof of meeting certification requirements. ****NAID® issued SCREEN CHANGING LOGS (or the information/content contained on it) must be kept for one year, for each piece of equipment, noting the screen changes. Items 4.1 through 4.2 – COMPANY ASSURANCES File containing business license(s) and any other supporting documentation on business.12 File containing valid proof of general liability insurance (aggregate or umbrella) of $2,000,000.00 or more. Note: The indicates sample forms that are available online at www.naidonline.org on the NAID Certification/Documents page. ` 2.7 Internal Quality Audits Definition of a Quality Audit: A systematic and independent examination to determine whether quality activities and related issues are adequate and compliant with most current versions of the quality manual, procedures, work instructions and job descriptions. One of the most obvious purposes of an Internal Quality Audit is to measure the value of an organization’s quality management system. In order for this to happen, management officials must meet certain imperative responsibilities. They must implement a system that is relevant to ISO 9001:2000 standard, their quality policy, goals, resources, processes, and performance; all of which will include monitoring, and measuring the system’s efficiency.
  18. 18. FileBank Incorporated: Quality/Employee Manual 2015 RESPONSIBILITIES AND PROCEDURE: The internal auditor(s) are responsible for performing internal quality audits, directed by the President and Management of the company. The procedure of audits consists of planning, preparing and conducting the audit, as well as reporting and following up. PLANNING: An audit schedule is annually created, guaranteeing that all elements, departments and functions are audited as often as needed. Depending on previous audit history, certain departments may be required to get audited more frequently than others. After each external audit, the internal audit schedule for the period up to the next external audit will then be reviewed and if appropriate, revised. PREPARATION: Written procedures and work instructions such as this manual will be reviewed before each audit to familiarize the audit team with the activity being audited and to prepare working paper as aids in conducting the audit. Also, previous audit information is looked over to ensure that the corrective requests have since then been implemented. Audits may contact the supervisor from the organization to schedule an agreed time and date. CONDUCTING THE AUDIT: When it is time for your organization to get audited, the auditors look for obedience to both the standard and the quality system by reviewing documents, observing work in progress, and by interviewing employees involved in the activity being audited. If defiance is experienced during at audit, the proper terminology of this would be “Nonconformance.” These audits are cited as such when the organization is not in sync with their quality manual, objectives, or ISO 9001:2000 standard. Like any error, there are levels of severity to the nonconformities. 1. Major Nonconformity: One or more of the following is considered a Major Nonconformity:  A major system deficiency, that does not meet the intent of the standard, or has direct impact on product quality.  The absence of a required procedure or the total breakdown in the following of a procedure.  A number of minor nonconformities as stated previously, that can evidently represent a total breakdown of a system and thus be considered a major nonconformity. 2. Minor Nonconformity: An audit that experiences minor nonconformities is defined as a temporary, non-systematic lapse in the observation of the quality manual, procedure or work instruction. Evidently, minor nonconformities are not as severe as major. An example of a minor non conformity could be a backup that is scheduled to occur every night, and one night out of the month the system failed to back up. Not a major ordeal, but in the same light, it clouds the correct standards.
  19. 19. FileBank Incorporated: Quality/Employee Manual 2015 FOLLOW UP: The manager or supervisor of the organization that is getting audited is responsible for determining origin causes for inaccuracies and executing some corrective actions. The President of the company ensures that the internal audits are properly closed out, and sufficiently reviewed and responded to at the Management Review Meeting. Whereas, the management of the company uses the information given to them by the auditors to develop preventative action or quality system improvements. RECORDS: The President of the organization assures that internal audit records are properly maintained. 2.8 Employee Training PURPOSE: The purpose of employee training is to confirm that all personnel are capable of ensuring the success of the company. Also, to make certain the employees are well aware of the responsibilities expected from them. SCOPE: This procedure covers the ISO 9001 standard training, training on the organization and positions, training on procedures and work instructions, and other miscellaneous training. RESPONSIBILITIES: The President of the organization is responsible for assuring that all managers, supervisors, and employees are sufficiently trained, and effective PROCEDURE: 1. Employees are hired with the education, training, and experience that are necessary for the position they applied for. 2. When fully qualified candidates are not available for the position at hand, candidates with some of the qualifications are hired with the intent of training then to become fully qualified. 3. All employees are given an orientation that includes the company’s ISO 9001 Quality Management System. 4. Employees with longevity may be “grandfathered in,” where evidence of their earlier training is no longer available. 5. Each employee is given access to the organization chart and their own position description. 6. Procedures and work instructions are used to train employees for their specific responsibilities. 7. Copies of course outlines, attendance sheets, and certificates relevant to government-funded training (e.g. New Jersey Department of Labor) are kept as appropriate by the ISO Rep. 8. The effectiveness of training is judged primarily by observation of on the job performance. (Note: This procedure relates to permanent, employees only. Temporary employees are trained to the extent that is necessary, but are strictly supervised by FileBank’s permanent employees). 2.9 Employee Management Commitment Management at FileBank (Officers and managers) provides evidence of its commitment to the development and implementation of the QMS and continually improving its effectiveness by:
  20. 20. FileBank Incorporated: Quality/Employee Manual 2015 1. Communicating to the organization the importance of meeting customer requirements, statutory requirements and regulatory requirements 2. Establishing and posting the Quality Policy (which supports the posted FileBank Mission Statement) 3. Establishing Quality Objectives 4. Conducting Management Reviews 5. Ensuring the availability of resources 2.10 Management Representative Management has appointed a member of management who, irrespective of other responsibilities, has the responsibility and authority to: 1. Ensure that processes needed for the QMS are established, implemented and maintained. 2. Report to Management on the performance of the QMS and any need for improvement. 3. Ensure the promotion of awareness of customer requirements throughout FileBank. The Management Representative is also the liaison with external parties on matters relating to the QMS, when appropriate. 2.11 Management Review General: Management reviews the Quality Management System (QMS) at planned intervals, to ensure its continuing suitability, adequacy and effectiveness. The review includes assessing opportunities for improvement and the need for changes to the QMS, including the Quality Policy and the Quality Objectives. Records from Management Review are maintained per 4.2.4 "Control of Records". Review Input: The input to Management Review includes: 1. Results of audits (External and Internal) 2. Customer Feedback (Customer Satisfaction Surveys) 3. Process Performance and Product and/or service Conformity (Sample Progress Reports, Discrepant Material and Accumulated Quality Costs, Actual Performance against sales forecast, Quotations pending, Requests for Quotation (RFQ’s) outstanding, etc.) 4. Status of Preventive and Corrective Actions 5. Follow-up actions from previous Management Reviews 6. Changes that could affect the QMS 7. Recommendations For Improvement Review Output: The output from Management Review includes any decisions & actions related to: 1. Improvement of the effectiveness of the QMS and its processes 2. Improvement of product and/or service related to customer requirements 3. Resource Needs 2.12 Purchasing Procedure
  21. 21. FileBank Incorporated: Quality/Employee Manual 2015 PURPOSE: The purpose of this procedure is to make certain that the products and services that are purchased by FileBank Inc. follow certain requirements. We ensure that the quality of our products and services affect the same rendered unto our clients. FileBank usually purchases services from Federal Express, Archive boxes, Bar Code labels, Manifest Forms, and equipment for clients such as a shredder and scanner. SCOPE: Covering the purchases of our product and service that impact the best quality. RESPONSIBILITIES: Purchasing assures that the products being purchased meet FileBank’s and customer’s requirements for quality, easy delivery and price. It is an accommodating component for the Quality Management System. PROCEDURE: 1. Authorized personnel from the Client Services and Accounting Departments can authorize the purchase of products or services that are required for FileBank. 2. Prices are considered as the primary element for selecting suppliers. Quality of the products and services are viewed as secondary to the selection process. 3. A written purchase order or verbal order is forwarded to the Accounting Department to be approved by the President of the company and designee. 4. The Accounting department or designee places the order with the supplier of our choice. 5. Vendors that are reliable are often used for the purchase of certain routine supply items instea of comparing the price with other vendors to avoid time and effort. 6. Upon receipt of the products or services, an inspection is completed by the employee who placed the order to ensure that the quality of the order is 100% accurate. 2.13 Calibration Procedure PURPOSE: This procedure provides a system for the calibration and maintenance of the one measuring device in use at FileBank, which is the scale, used to measure the weight of items intended for destruction. SCOPE: This procedure applies to the scale. RESPONSIBILITIES: The Master Shredder is responsible for scale maintenance and calibration.
  22. 22. FileBank Incorporated: Quality/Employee Manual 2015 PROCEDURE: The Master Shredder contacts the outside scale calibration service periodically as needed but at least annually. 2.14 Control, prevention, identification, and traceability of customer property PURPOSE: The customer property that FileBank is responsible for includes paper documents, hardcopy records, tapes, CDs, other media, valuable assets (such as costumes, theatrical props, furniture, artwork, sculptures, sets), medical x-rays, electronic medical records, and architectural blueprints. The issues of control, preservation, identification and traceability are strongly linked. This procedure assures that customer property entrusted to FileBank is identified, verified, protected, and safeguarded while under FileBank’s control and responsibility. This procedure also assures that if customer property is lost, damaged, or otherwise found to be unsuitable for use that the customer is notified in writing and records kept of the incident. This procedure assures further that all items are properly identified, traceable and preserved at all times during their travels from the customer to FileBank, at FileBank, and en route back to the customer. SCOPE: This procedure pertains to the departments that determine the customer requirements for control, preservation, identification and traceability of customer property as well as to the departments that actually control, preserve, identify and maintain the traceability of items during transport, warehousing and other processes. RESPONSIBILITIES: All managers and employees interfacing with customer property. All FileBank Managers, Supervisors, and employees who accept and interpret these customer requirements, oversee the transport of items, or come into physical contact with items have responsibilities under this procedure. PROCEDURE: FileBank assures that documents, records, media, valuable assets, x-rays, blueprints, etc. are properly controlled, preserved, identified and traceable by suitable means at all times. Methods of preservation of customer property include a facility that is flood resistant, fire resistant, theft resistant and pest resistant. This includes a storage facility, which is fire resistant & climate controlled. In regard to identification and traceability, customer property is either indexed with a barcode per each file or indexed per each archive box labeled with a unique barcode and corresponding to a specific location. FileBank has a computerized system, which allows for control, identification and traceability of files and archive boxes as well as valuable assets. Only certain personnel are allowed to work with or handle customer property. FileBank restricts onsite access to client property as to ensure the confidential
  23. 23. FileBank Incorporated: Quality/Employee Manual 2015 protection of all clients’ property. FileBank controls and records the unique identity of items as dictated by the customer order and any accepted revisions thereto. Individual procedures and work instructions address specific methods and means of control, preservation, identification and traceability. For example the appropriate forms, labels, barcodes and tags that facilitate identification. Records of control, preservation, identification and traceability are maintained. 2.15 Continuous Improvement PURPOSE: This procedure describes the continuous improvement process at FileBank. SCOPE: The scope includes all areas where continuous improvement is needed and efforts towards continuous improvement are warranted. RESPONSIBILITIES: The Management Review Committee is responsible for identifying, prioritizing, assigning, and supporting all legitimate continuous improvement efforts at FileBank. Assignees and participants are charged with striving towards continuous improvement to the best of their abilities and identifying to management those resources that would best facilitate their efforts. PROCEDURE: The President provides Management Commitment and ownership support to the continuous improvement efforts overseen and coordinated by the Management Review Committee. At the Management Review Meeting various nonconformities are discussed that were identified by Customer complaints, Internal Audits, External Audits, and nonconforming materials received from suppliers. The Management Review Committee reviews and analyzes this input and sets forth action plans that will correct and prevent the nonconformities in a systematic and permanent manner. This committee also reviews the effectiveness of the Continuous Improvement efforts on an ongoing basis, making appropriate decisions, and providing appropriate resources, so that Continuous Improvement happens. 2.16 Corrective Action PURPOSE: The purpose of this procedure is to assure that effective corrective action is taken where appropriate on processes and systems at FileBank. SCOPE: All departments, customers, suppliers. RESPONSIBILITIES: All managers, supervisors and employees, customer representatives take corrective measures where appropriate. PROCEDURE: 1. Typically, non-conformances may be noted:  By customers (product or service non-conformances)
  24. 24. FileBank Incorporated: Quality/Employee Manual 2015  During Internal Audits (QMS non-conformances, process non-conformances) However, non-conformances can come from any source. 2. Major non-conformances (and accumulated minor non-conformances that add up to a major nonconformance) are always addressed in timely fashion by this procedure. Minor non-conformances are prioritized and addressed in a manner consistent with the needs of the business. Observations are addressed as time and resources permit. 3. The “Corrective Action” form or equivalent software is used to determine root causes, action plans, timing, and verification of effectiveness. 4. Management Review determines the effectives of corrective action, and ensures that the proper Preventative Action is implemented in order to make the corrective action less frequent, and more effective. Definitions: Co Corrective Action: Action to eliminate the cause of a detected non-conformity or other undesirable situation. There can be more than one cause for non-conformity. Corrective action is taken to prevent recurrence, that is, the problem has already happened. 2.17 Preventative Action PURPOSE: The purpose of prevention is a strategy that improves product and service quality by directing analysis and action toward process improvement. It is to assure that actions are taken to eliminate the causes of potential nonconformities (or other undesirable potential situations) in order to prevent their occurrence, with preventive actions being appropriate to the effects of the potential problems. Prevention can be thought of as action to eliminate the cause of a potential nonconformity or other undesirable potential situation. A company must evaluate the need for action to prevent occurrence on problems. This procedure affects every manager, supervisor and employee. The key here is that the problem has not yet happened. PROCEDURE 1. FileBank determines potential problems and its causes by:  Reviewing the customer needs and expectations  Review received contracts, paperwork and other processes  Customer Satisfaction Surveys and other metrics  Listening and understanding customer complaints  Lessons learned from past experiences  Management Review Output  Self-Assessments, Internal Audits, and Observations
  25. 25. FileBank Incorporated: Quality/Employee Manual 2015 2. FILEBANK USES TOOLS SUCH AS:  Brainstorming  Flowcharting  Spreadsheets 3. FILEBANK THEN IMPLEMENTS THE PREVENTATIVE ACTION SUCH AS:  Planning preventative maintenance  Equipment changes as necessary  Process changes  Mistake proofing  Improved packaging  Keeping an updated Quality Management System  Training 2.18 Internal Archiving Procedure PURPOSE: The purpose of this procedure is to ensure that internal documents at FileBank Inc. are well managed and tracked at all times. This will allow all internal files of the company to be organized and easy to find in the event that a file is requested. SCOPE: This procedure covers the process of office internal files that impact quality. RESPONSIBILITIES: The Internal Archivist will assure that all internal files in each department are organized by file. PROCEDURE: Authorized personnel from each department will assign specific documents for filing. These files are then put under one of the following categories in which the department feels that the document best belongs to: FileBank Inc., CC. Realty/Bonnie View L.L.C., 15 Thornton Road L.L.C. NOTE:  FileBank Inc. files would consist of : Any documentation relating to the company “FileBank, Inc.”  C.C. Realty/Bonnie View L.L.C files would consist of: Any documentation relating to the entity of “C.C. Realty/Bonnie View L.L.C.”  15 Thornton Road L.L.C. would consist of: Any documentation relating to the entity of “15 Thornton Road, L.L.C” The Internal Archivist will collect all documents from each bin, and file each document in its appropriate cabinet. In the event that a document doesn’t have an existing file, the Internal Archivist is responsible for creating the new file. The name of the file is determined by the company name on the document or by the subject name of the document (they will decide which is best fit).
  26. 26. FileBank Incorporated: Quality/Employee Manual 2015 The Internal Archivist will then update the Master List of all Internal Files. Please see the link below for the Master List of all Internal Files.
  27. 27. FileBank Incorporated: Quality/Employee Manual 2015 3. Position Descriptions
  28. 28. FileBank Incorporated: Quality/Employee Manual 2015 FileBank has created and currently maintains a number of position descriptions. The approved position descriptions are signed and dated by the President, Gregory Copeland. They are also periodically updated, communicated and used to train personnel on their basic functions and work performed. Every position description includes a “Needs Assessment.” It is used during the hiring process and to help implement the proper training for each employee. Also, the positions are not limited to the responsibilities stated. 3.1 President: Gregory Copeland Greg Copeland is the Founder and President of FileBank Inc. He reports directly to the clients, employees, suppliers and stockholders. His basic functions are to fulfill all expectations to the same, and to ensure lucrative growth. In order to succeed in this position, Greg Copeland has thorough knowledge of company operations. Also, ongoing training on computer programs and knowledge of strategic trends in the business world is imperative for success. As acting President, Greg Copeland’s position description is the following:  Schedule company meetings;  Plans FileBank’s annual and capital budgets;  Responsible for accuracy of financial statements and underlying financial data;  Interface new facility construction;  Maintaining banking relationships;  Manage Peachtree accounting application;  Responsible for training employees on company ethics;  Sign off on balance sheet, and income statement; Approves: 1.FileBank’s annual budget, and capital budget; 2.Vendors; 3.New positions or expansion of staff; 4.Cash disbursements; 5.Policy and price changes; 6.Marketing programs; 7.Major purchases. GREGORY COPELAND x__________________________________
  29. 29. FileBank Incorporated: Quality/Employee Manual 2015 3.2 Sales Manager: The Sales Manager reports directly to the President of FileBank, and his basic functions are to manage the Sales department. Their position description as acting Sales Manager is as follows:  Develop infrastructure for Sales Department, and services to sell  Sell developed services  Find and complete RFP and Bids.  Sales Team training.  Organize trade shows including ordering premiums and getting the graphics for trade shows  Create sales budget for the year  Sending literature of FileBank’s products and services  Demonstrate FileBank’s services products & capabilities at potential client sites.  Follow up on appointments and prospects  Construct, review and approve estimates, proposals and contracts  Attain potential client information to set up a new account  Maintains ongoing relationships with current customers to ensure continued customer loyalty MARTIN REGINCOS x__________________________________ 3.3 Sales Representatives: The ideal Sales Representative is required to have a thorough understanding of Sales practices and of the company’s industry, products, and services. Also, proper training as necessary to be updated on current technology, industrial trends and products should also be considered. Their basic function is to bring prospective new clients into our company. These talented individuals prospect through newspapers, lead lists, referrals, and other pertinent sources in order to succeed in their position. Their job description is as follows:  Developing relationships with prospects and Sales Alliances  Setting up appointments  Sending literature on FileBank’s products and services  Going out on appointments and demonstrating FileBank’s services, products and capabilities.  Following up on appointments and prospects  Assist Purge Master on all initial purges  Constructing estimates, proposals and contracts  Following up with customers on proposals, estimates and contracts  Attaining information for account setup WILLIAM TAYLOR x__________________________
  30. 30. FileBank Incorporated: Quality/Employee Manual 2015 3.4 Accounting Manager/CFO The Accounting Manager will have a thorough understanding of accounting processes and procedures. Mathematical skills and ongoing training as necessary to fulfill job function is also required. This individual reports directly to the President. Their basic functions are payroll, Accounts Receivable and Payable, and bank account reconciliation. Work performed for this position is as follows:  Provide computerized accounting and Bookkeeping functions  Work with past due accounts  Set up accounts for new vendors  Prepare invoices and statements  Organize accounts receivable for efficiency  Operate Windows PC with Peachtree Accounting Software  Issue payments for vendors  Provide financial reports (i.e. cash balance, financial statements). HARRIS REISBAUM x______________________________ 3.5 Information Technology Manager The Information Technology Manager must have a working knowledge of computers, networking servers as well as all technology and machinery owned by the company. They should have the ability to monitor, set up, and maintain all technical aspect of the company. This individual reports directly to the President. Their work performed is as follows:  Remove system back up tape from tape unit and temporarily archive tape.  Train clients how to use FileBank’s client web server.  Maintain user account, create and implement group and network policy  Maintain and monitor network  Set-up, install, upgrade server and desktop  Continuously upgrade software programs used by FileBank  Provide technical support to FileBank employees and clients  Maintain and repair all hardware  Research software and hardware that will assist FileBank’s operations  Test restore tape backup FAROOK GOLAM x_____________________________
  31. 31. FileBank Incorporated: Quality/Employee Manual 2015 3.6 Customer Service Manager The Customer Service Manager reports directly to the President. Their basic functions are to oversee the Customer Service Assistant, process customer service requests and new account insertion. The ideal work performed is as follows:  Receive customer’s requests via telephone, P-Cabinet™, or email  Set up new client information in computer software.  Create electronic work orders (EWO) for clients upon request  Import EWOs via the web from clients  Audit and categorize imported work orders  Advise clients of work order results, if necessary.  Review client invoices  Review data entry sheets before importing  Review imported work order for Data Entry  Assist President  Delegate daily workflow  Prepare destruction work order for container/files MILLIE CRUZ x________________________________ 3.7 Customer Service Assistant The Customer Service Assistant reports directly to the Customer Service Manager and the President of the company. Their basic functions are to process all work orders upon client’s request. Their position description is as follows:  Receive customer service requests via telephone, virtually facsimile or E-mail;  Create work order upon client’s request;  Import work orders from clients;  Audit and organize imported work orders;  Call customers on research results on work orders, if necessary;  Review transportation bill from couriers;  Enter data into our software, Total Recall;  Assist walk-in clients  Assist Customer Service Manager in other tasks. The ideal Customer Service Assistant will have the ability to multitask, handle telephone orders, and have knowledge of computers. Further training is required when necessary to fulfill the position requirements.
  32. 32. FileBank Incorporated: Quality/Employee Manual 2015 LETICIA RIVERA x_____________________________________ 3.8 Human Resources Manager The Human Resource Manager’s basic functions are to add new employees to FileBank, and they report directly to the President. Their duties are as follows:  Supply new employees with the necessary payroll documents, as a W-4 form.  Verify all documents are properly completed  Report weekly hours via internet to payroll company  Monitor vacation and sick days for employees  Verify employment upon request from outside sources regarding employees  Review tax forms from IRS, state etc.  Assist President The ideal Human Resource Manager at FileBank is an individual is an organized and people orientated with an understanding of HR terminology in accordance with NJ State HR laws. Also, they must have the ability to effectively process employee paperwork. MILLIE CRUZ X______________________________________ 3.9 Driver / Warehouse Maintenance This position is not limited to any list of duties. They report directly to the Purge Manager, as well as the President of the company. They are in charge of the following:  Shipping and receiving and pulling of boxes or files requested by the client.  Driving the vehicles to and from the client’s site daily.  Use scanning module to make sure that all materials are scanned and accounted for  In charge of the housekeeping in the warehouse as well as in the office.  Training on procedures necessarily for success in the position An ideal individual will be bilingual and must have a valid driver’s license. A thorough knowledge of company operations, ongoing training on the computer softwares Total Recall, V-Cabinet™, scanners and microfilming equipment is also required. 3.10 FileCapture Manager The File Capture Manager reports directly to the President and their basic functions are to oversee the FileCapture production process. This individual’s work performed is not limited to the following:
  33. 33. FileBank Incorporated: Quality/Employee Manual 2015  Receive customer requests via the Customer Service Department  Based upon request, prepping, indexing and/or scanning documents into our clients V-Cabinet  Create new client information in V-Cabinet  Create work orders for retrieval and relocates of containers, data entry or microfilming  Enter container descriptions into Total Recall based on manifest forms  Review and edit charges  Close work orders  Review client invoices The ideal individual for this position will have thorough knowledge of company operations. Also, ongoing training on Total Recall, V-Cabinet™, scanners and microfilming equipment should be up-to- date. YASHIRA SANTIAGO x________________________________ 3.11 Purge Master The Master Purger reports directly to the President. Their basic functions are to pack client’s files into containers and/or pick up containers from their location. They remove containers from FileBank in a professional, expedient manner to the satisfaction of the client. They also oversee FileBank’s truck or car routes. The work performed from the Master Purger is as follows:  Receive an EWO from the Customer Service Department  Prepare necessary materials at our loading dock  Load vehicle with necessary materials  Unload appropriate materials at the client’s location  Meet with the contact person for instructions such as location, the order in which they will be purged (i.e. date sequence, alphabetical order, alphanumeric) verify container description.  Remove files from shelf to container in order requested by client  Place a container barcode on boxes  Write the container description on the box  Fill out a 3-part container manifest form for each box  Distribute pink copy of the Manifest Form to the client, place yellow copy of the Manifest form in the container, and place the white copy in envelope for our Customer Service Department.  If requested, catalog files within our client’s boxes  Ensure all customers are handled professionally The ideal Maser Purger will be bilingual, have a valid driver’s license, and be detail orientated.
  34. 34. FileBank Incorporated: Quality/Employee Manual 2015 3.12 Accounts Receivable Associate The Accounts Receivable Associate reports directly to the President and Accounting Manager of the company. Their basic responsibilities are to compose invoices and assist clients with any questions they may have about them. They oversee all employees, ensuring the proper amount of labor fees are being charged accordingly. The work performed from the Accounts Receivable Associate is as follows:  Maintaining an up-to-date billing system  Ensuring all work orders being closed has the appropriate charge codes, and amounts in them before closing them.  Close all open work orders, attaching the audit report for FileBank’s records.  Invoice all recently closed work orders, via our software, “Total Recall”  Mail invoices to our client’s Accounts Payable Departments  Monitoring client’s account summaries, ensuring all invoices are paid within a 30-day timespan; contacting the client’s via postal mail if invoices are delinquent.  Maintaining a history of all invoices that have been sent out.
  35. 35. FileBank Incorporated: Quality/Employee Manual 2015 4. Wages and Salary
  36. 36. FileBank Incorporated: Quality/Employee Manual 2015 4.1 Wages/Salary The salary or wage which has been agreed with you individually will be outlined in your employment agreement, and should be regarded as confidential. You should not disclose your salary or wages to anyone within the organization other than your immediate manager. Full details of the breakdown of your salary or wage payment will be shown on your payslip every Friday. This organization does payroll once a week, and payday is every Friday. Your salary or wages are accrued throughout the week and paid in arrears four (4) times per month into your nominated bank account. 4.2 Probationary Period / Vacation time The probationary period for an employee depends on the position they possess. Two weeks for all part- time employees and 90 days for all full-time employees. This time period requires having a period of close supervision and evaluation in order to access his/her accessibility. All employees must wait six (6) months in order to be able to take one (1) week vacation, with prior management approval. The second to the fourth year, employees are given two (2) weeks’ vacation. The fourth year on, they are given three (3) weeks’ vacation. All scheduled vacation time requires at least two weeks’ notice for every vacation lasting one week in order to receive proper departmental support coverage. The maximum amount of vacation that can be deferred from one year to the next is one (1) week. Vacation earned, but not taken or not deferred will be lost at the end of the eligible year. 4.3 Expense Reimbursement Where expenses have been incurred in the performance of your duties, and provided that you have obtained your manager’s approval to incur the expense, FileBank Inc. will reimburse you for all reasonable travel and other expenses incurred as part of undertaking your role. You should submit all receipts in accordance with the expenses claimed. 4.4 Working Hours FileBank’s normal office hours are from 9 a.m. to 5 p.m. with an hour taken for lunch at an agreed time. There may be times when you are required to work outside these hours. Overtime payments are not paid unless specified in an individual employment agreement. Your working hours may be varied from time to time by mutual agreement.
  37. 37. FileBank Incorporated: Quality/Employee Manual 2015 5. FileBank Work Procedures
  38. 38. FileBank Incorporated: Quality/Employee Manual 2015 5.1 Sales Procedures From First Point of Contact With a Prospect Until the Signing of a Contract This work instruction is to thoroughly understand the process of driving a client into wanting to use FileBank’s services. We take pride in knowing we have a team of sales representatives understand this process and are successful at their craft. Below, you will find the step-by step basis of what needs to be done during this process. Step 1. Find appropriate Sources for Leads/Lead Lists Step 2. Import leads into Sales Processing System Step 3. Find pertinent contact information in order to make contact with prospect. Step 4. Sales assistant makes Initial Phone Call (repeat as necessary to reach prospect) Step 5. Make an appointment with the contact or make follow up callbacks as needed until the Sales Person can set an appointment with the prospect. Step 6. Enter additional contact Information into Sales System Step 7. Send requested information to prospect via e-mail, fax or mail. Step 8. Schedule appointment Step 9. Arrange Presentation materials to highlight certain products & services that pique prospect’s interests. Step 10. Go on appointment. Step 11. Write a Thank You Note to the contact for the appointment. Step 12. Write up a proposal based on perspective client’s needs. Step 13. Deliver proposal to perspective Client via overnight mail, in person or by courier Step 14. Answer any questions perspective client may have and revise proposal as necessary until both parties are satisfied. Step 15. Deliver final proposal via fax, e- mail, Courier, or visit perspective client in final meeting to approve proposal. Step 16. Client signs contract and sends signed contract with deposit back to Salesperson. Step 17. Sales Person turns signed contract over to VP of Customer Service so that new customer implementation may occur and services can begin to be rendered.
  39. 39. FileBank Incorporated: Quality/Employee Manual 2015 5.2 How to Relocate a Container in The Archive Center PURPOSE: The purpose of this work instruction is to explain exactly how to relocate containers and/or files by a step-by-step, keystroke-by-keystroke basis. SCOPE: The scope of this work instruction falls within the following department at FileBank: Records Center. RESPONSIBLITES: This work instruction is intended to be used by FileBank employees with the following position descriptions: Archive Master, Purge Master, and Shred Master WORK INSTRUCTION: Step 1: Locate the Barcode Scanner in the office of The Archive Center Step 2: Program Barcode Scanner by pressing “F2” then “Enter.” Step 3: Enter your User ID information, then “Enter.” Step 4: Enter the Service code used for relocating containers/files, “RLO.” Step 5: Scan the location of the container/file. Then scan the box barcode. Step 6: When finished scanning, download the scanner by connecting to the ‘Apex Plug’ Step 7: At the bottom of the screen, click on ‘Total Recall for Windows.’ Step 8: Select File > Retrieve File > Container > OK Step 9: Wait for ‘Retrieve Handheld Data,’ then click OK Step 10: At the next screen, set the handheld to ‘Run Mode.’ – When finished, minimize screen. Step 11: Then, go to ‘File,’ Step 12: Select ‘Apex II Portable Barcode Options.’ Select 13: Select ‘Import Work Order Data. Select 14: On the ‘Upload Barcode Data Screen,’ select “Import” Step 15: Next screen will ask “Do you wish to clear error file?” Select ‘YES’ Step 16: Next screen will read ‘Process Complete,’ click OK Step 17: Next screen will be the Upload Barcode Data, click on ‘error’ if necessary. Also if necessary, print the error report. Then click ‘Exit.’ Step 18: From the tool bar, select File > Browse Work Orders Step 19: Double click on the imported barcode work order with YOUR name Step 20: At the bottom left, click on Audit Report, and review charges should be at zero. Step 21: Print 1 Work Order > Staple Audit Report, Work Order and Error Report together. > Bring to the office bin. Step 22: Close Work Order
  40. 40. FileBank Incorporated: Quality/Employee Manual 2015 5.3 How to Image Documents PURPOSE: The purpose of this work instruction is to explain exactly how to image documents. SCOPE: The scope of this work instruction falls within the following department: FileCapture Department RESPONSIBILITIES: This work instruction is intended to be used by FileBank employees with the following position descriptions: FileCapture Department WORK INSTRUCTIONS: Step 1: ALWAYS note the start time Step 2: Create a folder in the Cluster Directory and save the documents that will be scanned. Step 3: Double click on “My Computer” Step 4: Double click the Cluster Directory Step 5: Click on ‘File,’ then ‘New Folder’ Step 6: When new folder appears on the screen assign the folder name Step 7: Double click on ‘Pixutil’ Step 8: Click on File > Scan batch to file Step 9: Verify the Cluster Directory: and the folder is the one you created Step 10: Assign the file folder name if necessary > Click OK Step 11: The next screen, verify the following information:  Make sure the box for overwrite is checked  Make sure the box for multipage is checked  List type of files as a “tiff.”  Color format 8 bit gray if this is a JPEG  When finished, click “OK.” Step 12: Before scanning remove all staples, paperclips etc. from documents. Step 13: Place document in scanner > Place document in scanner > Click “Start Scanning” Step 14: The next screen will be the page counter. DO NOT close when the job is completed; Use the totals for billing. Step 15: After each folder, click on “file” Step 16: Note the number of pages scanned Step 17: Click on “Cancel Scan” Step 18: Begin burning the CD by double clicking on Create CD > Data > then click on Data CD. Step 19: Highlight all documents and click “Add.” The process to create a CD will begin. Step 20: ALWAYS note the end time.
  41. 41. FileBank Incorporated: Quality/Employee Manual 2015 5.4 How to Microfilm PURPOSE: The purpose of this work instruction is to explain exactly how to pick up a FileBank Electronic Work Order (EWO) on a step-by-step basis. SCOPE: The scope of this work falls within the following departments: Microfilming RESPONSIBILITIES: This work instructed is intended to be use by FileBank employees with the following position descriptions: Master Converter, Customer Service Department WORK INSTRUCTIONS: Step 1: Prep contents, remove staples, copy any paper that will not fit through the machine. Step 2: Tape small papers to copy while maintaining original order. Clear machine prior to starting Step 3: You will receive an Electronic Work Order (EWO) with the container number and instructions to begin microfilming. To begin microfilming, press “Clear” on the microfilming machine. Step 4: At the top of the microfilming machine screen, “FN# (000.0000.00000)” will appear, which represents the following:  1st batch of numbers represent the box  2nd batch of numbers represent the number of files  3rd batch of numbers represent the pages within the file Step 5: At the bottom of the screen, (.000) will appear which represent the following:  These batch of numbers represent the quantity of pages in the box  Press “batch”  When starting a new box and new file, the first sheet to microfilm is the “Start Sheet” with the box information  If the box has multiple files, a “Zebra” is used to separate each file or section of information Step 6: Remove the documents from the file and begin feeding them into the machine Step 7: After completing each file, press “File” on the machine Step 8: If you’re finished scanning the microfilm is done but the box isn’t completed, on the end of your sheet, write as follows” (Container Description) (Container Sequence – if necessary) (Container Date range – if it continues on a new film)  If you’re scanning and the box is finished but the film is not, use the rest of your sheet and write as follows on the bottom: (Container Description) (Container Sequence – if necessary) (Container date range – if necessary) Continues with new box and the new box information
  42. 42. FileBank Incorporated: Quality/Employee Manual 2015 Step 9: Upon completion of the film and/or job press “trailer” Step 10: Wait for the film to eject from the machine, and replace film its case. Step 11: Outside of the case, write the following information: AP (Container Description) (Container Sequence info if necessary) (Container date range if necessary Step 12: Print labels with the FileBank logo and then place on film case and send unprocessed film. Step 13: Double click of ‘Designpro’ Step 14: Click on File > Open > Master Label Associated Press Step 15: On the next screen, click on “File” to print. Step 16: Select from the dropdown arrow “sales_assistanerachaelsprinterepsonstylusphoto 825’ is selected. Step 17: under ‘selection’ be sure that all designed labels are checked Step 18: Under number of copies, be sure all sheets are selected Step 19: Type the number of sheets to be printed Step 20: Place labels in color printer in the sales department > Click OK Step 21: Place all labels on proper labels on proper film case Step 22: Place all the unprocessed film in a box Step 23: Request an Electronic Work Order from the Customer Service Department with the scheduled delivery date. Daily IT Workflow PURPOSE: The purpose of this work instruction is to explain the daily flow of Information Technology (IT) SCOPE: The scope of this work instruction falls solely within the IT department. RESPONSIBLITES: This work instruction is intended to be used by FileBank employees with the following position description: IT Manager
  43. 43. FileBank Incorporated: Quality/Employee Manual 2015 WORK INSTRUCTIONS: Local Backup  Local backup is scheduled for five (5) days. Monday-Thursday, the IT department preforms incremental backup. On Fridays, a full weekly backup is performed.  Every morning, the IT personnel check the backup performance. If the backup fails, an investigation is performed; the incident is resolved, and noted. 1. Log on to Dell1 server as backup administrator or the user who has the backup rights 2. Double click Veritas backup exec 3. Click on Job Monitor that will show the status of the backup. Remote Client Backup perfomrs online as per schedule of client. 1. Log on to Dell02 server as administrator 2. Click on start > find the Retrospect backup utility > click to see all the backup options and tools Antivirus Software The antivirus program is installed on Application server. The antivirus log needs to be checked daily. If any server or work station is infected, isolate the server or work station, run the virus scan, remove or quarantine the affected files. The antivirus program needs to be updated every day. 1. Log on to Application server (fb- appserver1) as administrator 2. On the desktop double click on the icon called dashboard Event Viewer Check for any application and hardware error. 1. Log on to each of the server as Administrator 2. Right click “My Computer” icon 3. From the dropdown, select manage 4. From the computer Management interface, double click event viewer 5. Double click application and system tab. (If you see any error or warning, research the reason, resolve and note it). After finishing the tasks listed to go to Data Center and physically observe the server. All servers have their status indicators: Blinking blue indicates that the hardware performance is “OK.” Blinking an amber color indicates a hardware warning. Blinking red indicates a complete failure in the hardware. Troubleshooting and technical support as per the local and remote user (client) needs. Troubleshoot any user problem concerning software, hardware performance.
  44. 44. FileBank Incorporated: Quality/Employee Manual 2015 5.6 How to Process an Electronic Work Order (EWO) for a Pick-up The purpose of this work instruction is to explain the process of making an Electronic Work Order (EWO), for a pick-up, via FileBank’s work order software “Total Recall.” It is part of the Customer Service Department’s responsibility to process a work order, and ensure that the proper codes are present for the customer’s request. Step 1: Type in your credentials for Total Recall, and you will be directed to this homepage. On the top left hand side, you will see a yellow notepad. Click this to start a New Work Order. Step 2: After clicking on New Work Order, you will be directed to an empty work order window. The boxes highlighted in red will be the primary boxes to fill in. (Note: These boxes are to be filled in for all EWO’s that are created). You will find these boxes in the Lines tab of the work order. o The first highlighted box to be filled in is the Customer box. This is where the 4- digit customer number goes to identify verbally on the phone or in person (V), through the client’s P Cabinet (W), or through the clients V- Cabinet a.k.a. On-Base (B). The Due Date tab should have the date of the pick- up for the drivers. o The next box to fill in is the Request By section. This tells our system from whom at our client’s company requested the work order, and if they have the authority to request it. By clicking on the drop down button in the Request By section, you will see all the names that have the access to request files; this is called the Security List. (Note: any client calling, whose name is not on the security list may not continue with this process, unless written consent from an individual already on the security list requests their name added). o Next is the WO Descriptive Type box. This box is a vital section for all work orders. It tells exactly what kind of work order the client is requesting. For a pick-up, this box
  45. 45. FileBank Incorporated: Quality/Employee Manual 2015 which customer requested the EWO. Once you type in the customer number, the highlighted box directly across from it, (the box below WO Descriptive Type), will be automatically filled in with the name of the customer. (Note: if you do not know the customer number, you may click the “Display a List of Customers” button right next to the Customer section” The next box to fill in is the Order Method. This tells the software how the client is requesting the work order: via Email (E), After all the sections are filled in, it should look as follows. should read as follows: “PICKUP REQUEST-CONTAINER/FILE” After this is typed, press the “tab” button on your keyboard. Pressing “tab” will automatically fill in the Priority and Base Trans SC section. (Note: the Base Trans SC section for all pick-up work orders will either be T86 for an NY client address or T63 for an NJ client address). Step 3: Press the General tab next to the Lines tab that you are currently in. Here is where you type in the necessary delivery information for the drivers The delivery address will automatically be filled out once the client number is put in. In the Route dropdown, is where the EWO will say who is doing the transportation. For this pick-up EWO, the Route would be “FileBank.” The Bill to Dept will be the customer’s department that is requesting the pick-up. (Note: If there are no departments listed for the client, this section stays blank). The Notes section is for any special instructions for the drivers who will be going to the client’s location. Since this is a pick-up EWO, the notes should read as follows: “Pickup at client***(# of boxes)***see Cherri Miller 973-444-4444”
  46. 46. FileBank Incorporated: Quality/Employee Manual 2015 going to the client’s location. The phone number and name you put in the notes should be the client who requested the EWO. If you find it necessary to put any other relevant information for the drivers, such as the client requesting that the pick-up be in the morning, or if the client wants the driver to call when they arrive, this would also be put in the notes. i.e.: “Pickup at client***(# of boxes)***driver be there before 10AM***call Cherri when arrived***973-444-4444” Step 3: Click Save at the bottom of the window Once you press save, your work order will be given a number. That “Work Order #” differentiates each work order with the rest. Step 4: Once the EWO is saved and it has its own work order number, you are then ready to make a work order line. Click on the Other button at the bottom of the empty window.
  47. 47. FileBank Incorporated: Quality/Employee Manual 2015 Step 5: Clicking on the Other button will bring you to this empty “Input Other Work Order Line” window. For this line, the transport code will be T31, which means “No Transportation.” Also, the Custom Billing Item box must always be filled in. It should read as the following: “P/U boxes” The Quantity section should be the amount of boxes the driver will be picking up from the client. Once these sections are filled out, click Save and then click Print WO. Select two copies to print and give them to the driver; Let them know the date and time (if one is requested) of the pick-up. 5.7 How to Process an Electronic Work Order (EWO) for a Box Delivery The purpose of this work instruction is to explain the process of making a EWO for a delivery, via Total Recall. These instructions are similar to the pick-up that we just discussed:
  48. 48. FileBank Incorporated: Quality/Employee Manual 2015 Step 1: Fill in the Customer and Request By section. In the WO Descriptive Type, it should read as follows: “NEXT DAY-RETRIEVE & DELIVER” Press “Tab” on your keyboard. Like in the pick-up work order instructions, the Priority and Base Trans SC boxes will automatically be filled in. (Note: the Base Trans SC will either be T63 for all NJ addresses, or T86 for all NY addresses). The Order Method box are the same as the pick-up instructions: If the client requested the delivery via Email (E), or verbally in person (V), through the client’s P-Cabinet (W), or On-Base (B). The Due Date tab should be the date of the delivery Once these boxes are filled in, go into the General Tab Step 2: Once in the General tab, like the pick- up work order, the Route dropdown would be “FileBank.” The Bill To Dept tab should be filled in with the customer’s department they wish to be billed. (Note: if there are no billing departments for this client, this section stays blank). The Notes section is for any special instructions for the drivers. For all delivery work orders, the notes should read: “Deliver to client***(# of boxes)***see Anne 212-444-4444” The phone number and client in the notes section should be the person requesting the delivery.
  49. 49. FileBank Incorporated: Quality/Employee Manual 2015 Step 3: Once the boxes in the General tab is complete, press save, and the software will bring you back to your Lines tab. Click on “Retrieve Container” Step 4: Clicking on “Retrieve Container” will bring you to an empty window. Under the Activity Code, the proper code for this EWO is “460”. This code is called FileBox Std Retrieval cf, only used when retrieving boxes from The Archive Center. Once that activity code is in, you will then be able to put the proper Box Barcode Number in the TR Bar Code # section. If you have the box barcode number, type it in here. Press Save at the bottom. (Note: Please see the below picture ) IF YOU DO NOT HAVE THE BOX BARCODE #, FOLLOW THESE STEPS: Step 1. Click on Query
  50. 50. FileBank Incorporated: Quality/Employee Manual 2015 Step 2. Click on Run Query. Click Yes when the pop-up comes up. (note: this step is to see which columns are indexed, to see which column to search). Step 3. Clicking on Run Query will then take you to the entire box inventory for the client that you are working with. As you can see from this picture, the inventory will give you the box barcode number (TR Container #). Scrolling to the right will show you the Container Description. This is the column you would want to search in. Once you have a sense of which columns the indexing is, click on the Query Builder Tab to go back to the previous window.
  51. 51. FileBank Incorporated: Quality/Employee Manual 2015 Step 4. Now that you are back in the Query Builder, you can now start to search for the box. On the second dropdown on the left-hand side, choose CONTAINER DESCRIPTION. Step 5. Then, under the Boolean Operator column in this window, change the first “equals” to “contains.” Step 6. Now, in the Search Value column, type in the first few letters of what the box contains. i.e. If you are looking for the name Robert Johnson, type in “Rob” or “Johns.” Click on Run Query when done (Note: you can do the same type of search if you are looking for boxes depending on the item type, indexed information in Reference 1, 2 or 3 etc. Simply change where you selected CONTAINER DESCRIPTION).
  52. 52. FileBank Incorporated: Quality/Employee Manual 2015 Step 7. Your search is now narrowed down to the keyword, or letters, that you typed in for the Description. Once you find the box you were looking for, scroll all the way to the left of the search will show you the TR Container. Once you find the box, click on the “N” on the left hand side to highlight the selected box. Step 8. Once the box is highlighted, click on the “1 to WO” button at the bottom, and the box will be put into the work order. Save the box line. 5.8 How to Process and Electronic Work Order (EWO) for a Rush Box Delivery This process resembles the previous “How to Process an Electronic Work Order (EWO) for a box delivery. However, the WO Descriptive Type, the FileBox Retrieval code, and transportation codes are different. Step 1:Fill out the highlighted boxes in the order below:  Customer #  Request By (type in client password).  WO Descriptive type should read SAME DAY RUSH- RETRIEVE & DELIVER  Priority should be R  Base Trans SC should either be T64 if the client is in New Jersey, or T87 if the client is in New York.  Order Method  Due Date should be the current date
  53. 53. FileBank Incorporated: Quality/Employee Manual 2015 Step 2: Under the General tab, Make sure to change the Route to “Filebank,” Step 3: If the client has a specific department to charge, make sure to choose the department from the dropdown under Bill to Dept Step 4: The notes should be the same as a regular box delivery but to make sure to let the drivers know it is a RUSH delivery. Example: Rush delivery to client***# of boxes***see Danielle 973-444- 3324 Press Save Step 5: Click on Retrieve Container
  54. 54. FileBank Incorporated: Quality/Employee Manual 2015 Step 6: Under the Transportation, delete where it says T67. You will not need that code in this line. Step 7: The Activity Code will be 461 not 460 like the previous standard delivery of a box. This 461 code means FileBox Rush Retrieval cf Step 8: TR Bar Code # is where you enter the box barcode number. Once all of these sections are edited, press Save Note: if you have more than one box to add to the work order, simply type in the second box barcode number in the same place. 5.9 How to Process an Electronic Work Order (EWO) for a File Delivery This process is almost the exact same as the delivery of a box. One must take some precaution to make sure the different codes in this process are present and different than the box delivery.
  55. 55. FileBank Incorporated: Quality/Employee Manual 2015 Step 1: Fill in the Customer and Request By section. In the WO Descriptive Type, it should read as follows: “NEXT DAY-RETRIEVE & DELIVER” Press “Tab” on your keyboard. Like in the pick-up work order instructions, the Priority and Base Trans SC boxes will automatically be filled in. (Note: the Base Trans SC will either be T63 for all NJ addresses, or T86 for all NY addresses). The Order Method box are the same as the pick-up instructions: If the client requested the delivery via Email (E), or verbally in person (V), through the client’s P-Cabinet (W), or On-Base (B). The Due Date tab should be the date of the delivery Once these boxes are filled in, go into the General Tab Step 2: Once in the General tab, like the pick- up work order, the Route dropdown would be “FileBank.” The Bill To Dept tab should be filled in with the customer’s department they wish to be billed. (Note: if there are no billing departments for this client, this section stays blank). The Notes section is for any special instructions for the drivers. For all delivery work orders, the notes should read: “Deliver to client***(# of files)***see Anne 212-444-4444” The phone number and client in the notes section should be the person requesting the delivery.
  56. 56. FileBank Incorporated: Quality/Employee Manual 2015 **THIS IS WHERE IT GETS DIFFERENT THAN THE DELIVERY OF THE BOX** Step 3: Once the boxes in the General tab is complete, press save, and the software will bring you back to your Lines tab. Click on “Retrieve File” Step 4: Clicking on “Retrieve File” will bring you to this empty window. Under the Activity Code, the proper code for this EWO is “T56”. This code is called FileRequest Std Retrieval, only used when retrieving files from The Archive Center. Once that activity code is in, you will then be able to put the proper Box Barcode Number in the TR Item Id Bar Code # section. If you have the file barcode number, type it in here. Press Save at the bottom. IF YOU DO NOT HAVE THE FILE BARCODE #, FOLLOW THESE STEPS: Step 1. Click on Query
  57. 57. FileBank Incorporated: Quality/Employee Manual 2015 Step 2. Click on Run Query. Click Yes when the pop-up comes up. (note: this step is to see which columns are indexed, to see which column to search). Step 3. Clicking on Run Query will then take you to the entire file inventory for the client that you are working with. As you can see from this picture, the inventory will give you the sections where the files are indexed. Reference 2 has the names of the files. This is the column to search in. Click on the Query Builder Tab to go back to the previous window.
  58. 58. FileBank Incorporated: Quality/Employee Manual 2015 Step 4. Now that you are back in the Query Builder, you can now start to search for the file. On the second dropdown on the left-hand side, choose “REFERENCE 2 FIELD” Step 5. Then, under the Boolean Operator column in this window, change the first “equals” to “contains.” Step 6. Now, in the Search Value column, type in the first few letters of what the box contains. i.e. If you are looking for the name Robert Johnson, type in “Rob” or “Johns.” Click on Run Query when done (Note: you can do the same type of search if you are looking for boxes depending on the item type, indexed information in Reference 1, 3 or 4 etc. Simply change where you selected REFERENCE 2).
  59. 59. FileBank Incorporated: Quality/Employee Manual 2015 Step 7. Your search is now narrowed down to the keyword, or letters, that you typed in for the Reference 2. Once you find the file you were looking for, scroll all the way to the left of the search to click on the “N” on the left hand side to highlight the selected box. Step 8. Once the file is highlighted, click on the “1 to WO” button at the bottom and the box will be put into the work order. Save the line. Step 9: Click on the “Other” button at the bottom of the window to Copy and Paste the highlighted box number. An easy way to copy the highlighted number is to go to Edit>Copy. Step 10: Paste the barcode number into the TR Con and press “Enter” on your keyboard. The Transport code for this line will always be T31, which means no transportation. The Service code must be “T48,” which is the FileRequest Std Retrieval cf. Since there is only one box needed to be retrieved, the Quantity is 1. The number will change when there is more than one file retrieved and are in different boxes. Press Save
  60. 60. FileBank Incorporated: Quality/Employee Manual 2015 5.10 How to Process an EWO for INSTANT ACCESS Instant Access is very common and helpful for our clients who frequently request files. It allows them to be able to virtually view their documents and easily distribute them throughout their organization. FileBank scans the documents into their virtual cabinet (V-Cabinet) so they will be able to view it from their location. Step 1. Type in the client number of the client requesting the EWO Step 2. Request By should be the name of the person requesting. Step 3. In the “WO Descriptive Type,” it should read as follows: “RETRIEVE FILE & SCAN V-CABINET PLUS” Step 4. In the Base Trans SC is always going to be “INS,” (Note: Clicking the arrow in the Base Trans SC section will show you all of the transit codes). Step 5. In the “General Section, the Route will be “INSTANT ACCESS,” and the notes, the same. Press Save (Note: Sometimes, the notes will also say “Instant Access***Scan V-Cabinet Plus.” It is the same thing).
  61. 61. FileBank Incorporated: Quality/Employee Manual 2015 Step 6. Then, in the Lines tab, click on the “other” button. Step 8: Once you have your file line added to the work order, you will see the box that the file is in, under the TR Container column. In order to continue, you have to make a BOX LINE for the file. To do so, click on the TR Container number, highlight the number and copy it. An easy way to copy the number is to go into “Edit” at the top, and click “Copy.” Once the number is copied, click on the “Other” button on the bottom Step 7: Before you start this section of the work order, you must have the box of the file that is being processed via Instant Access. This process will be the same as previously shown in “How to Process a Work Order for a Box Delivery.”
  62. 62. FileBank Incorporated: Quality/Employee Manual 2015 Step 9: Once clicking the “Other” button, paste the box that the file was found in where it says “TR Con:” (top right-hand side). Clicking “Enter” on your keyboard will automatically fill out the department, and the entire right section of this window. Step 10: Under service codes, these are the codes that will consistently be present during ALL Instant Access work orders. The only thing that will change is the “Quantity” of T48. If there is only one file being Instant Accessed, the quantity will stay at 1. If there are multiple files and different boxes to search in, the Quantity will change with the number the boxes needed to be retrieved for the files. Step 11: Click Save when done.
  63. 63. FileBank Incorporated: Quality/Employee Manual 2015 5.11 How to Process an EWO for a FedEx delivery At FileBank, we use Federal Express as an alternative for hand delivery. The process is a bit different than the rest of the EWOs we’ve discussed. CLICK ON NEW WORK ORDER Step 1. Type in the Customer number of the client requesting the EWO Step 2. Request By section should be the name of the person requesting. Step 3. In the “WO Descriptive Type,” it should read as follows: “FEDEX-RETRIEVE & DELIVER” Step 4. The Base Trans SC is always going to be “T31.” T31 means No Transportation. FileBank is not physically transporting the file out of our location, Federal Express is. Therefore there is no transportation charge needed. Step 5: The Order Method is the same as the other EWO instructions (W for through the Web, E for via e- mail, V for verbally over the phone B for V-Cabinet or OnBase). Step 6: Click of the General tab to enter in the Notes and the Route: Route = Federal Express Notes = “Send FedEx Saver TRK#” If the client wants FedEx Standard Overnight, or Priority, change the “Saver” to the requested shipping method. Click Save
  64. 64. FileBank Incorporated: Quality/Employee Manual 2015 Step 7: Clicking Save will automatically bring you back to the Lines tab. Step 8: Click on “Retrieve File” button at the bottom of the window. Follow the same instructions of retrieving a file if you not have the barcode number that is in How to Process an Electronic Work Order (EWO) for a File Delivery. Press Save once the file barcode number is found and the code T56 is present. Step 9: Click on the “Other” button to then make the box line that the file is in. Again, copy the TR Container number, and paste it into the TR Container in the “Input Other Work Order Line” window. Then, Step 8: In the Service Codes section, you must put the code “S&H,” which is the FileBank service code for FedEx shipping and handling. Click Save Step 9: For all FedEx accounts you must indicate if the client is either using their own FedEx account, or if they are using the FileBank’s account. If they are using own FedEx account that must be mentioned in the Notes section i.e. “Send FedEx Saver TRK#***Charge Client’s FedEx Account” If the client is going to use FileBank’s FedEx account, an extra step must be done after making the label on the FedEx website.

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