1. Front Office
   1. Counter
      1. Drop off/Pick up
         1. Drop-off
            1. Every computer that comes in
            2. What is the problem?
            3. When did it start?
            4. Brief look to see if it fits "5-minute fix" criteria
            5. Fits "5-minute fix" criteria
            6. Ask customer to fill out a Work Order
            7. Take to Front Office bench for repair
            8. Repair computer
            9. Make notes about what you did in ECCTicket
            10. Complete Work Order
            11. Close the Work Order
            12. Print the Closing Sheet
            13. Have the customer pay at the cashier
            14. Collect the Closing Sheet and receipt
            15. Return computer to the customer
            16. File Closing Sheet
            17. Does not fit "5-minute fix" criteria
            18. Waiting List
            19. Inform the customer of the waiting list and explain the need for it.
            20. Ask customer to add his or her name to the waiting list
            21. Ask the customer to check which contact methods he or she prefers
            22. Offer the customer the "While You Are on the Waiting List" document
            23. Call-in procedure
            24. Start Access on Manager's PC
            25. Open the database TicketSystemSnapShot
            26. Open the query dbo_WaitList2 Query
            27. Set the criteria for waitStatus to "Waiting"
            28. Ensure that the waitTimeIn is sorted oldest to youngest (oldest at the top)
            29. Open Google Voice
            30. Copy and paste the top 5 telephone numbers into the "To" field in a new SMS message
            31. Type something along the lines as "Paul Reaves of Eagle Computer Care here. We are ready to work on your computer. Bring it in as soon as you can."
            32. Send the SMS
            33. Go back to the Access query
            34. Copy and paste the email addresses of the five previously texted into the BC: field of your send new email field (Send to should be yourself)
            35. Type something along the lines as "Paul Reaves of Eagle Computer Care here. We are ready to work on your computer. Bring it in as soon as you can."
            36. Go into ECC TicketTech
            37. Go into the wait list
            38. Remove each individual that was notified by text and email and answer "Yes" to "Was customer contacted?"
            39. Customer Drop-off
            40. Ask customer to fill out work order form
            41. Print labels
            42. Affix labels to computer
            43. Accept computer into the shop
         2. Customer Pickup
            1. In the Shop
            2. When the computer repair is complete
            3. Complete the work order; enter the charge amount ($30 or $50)
            4. Do Not Print the closing sheet
            5. Take the computer to the Front Office
            6. In the Front Office
            7. When a completed computer comes in
            8. text and email the customer that the computer is ready
            9. close the work order
            10. When the customer comes into the IT Store
            11. Ask customer name
            12. Lookup the customer's Work Order number by name
            13. Print the closing sheet
            14. Send the customer to the cashier
            15. When customer returns with the receipt
            16. File the closing sheet with duplicate receipt attached
            17. Release the computer to the customer
      2. Preliminary Diagnosis
      3. Triage
      4. Sales consultation
   2. Administration
      1. Scheduling
      2. Policies
      3. Procedures
2. Shop
   1. Level 1
      1. Assess the problem with the computer
      2. Make sure that you keep excellent notes of what you do.
      3. Update the Work Order notes often - every 15 minutes preferably
      4. Acceptable activities at Level 1
         1. Virus Clean-up (unless a rogue/rootkit)
         2. Wipe/reformat/reload Windows
         3. Install Symantec Corporate Antivirus
         4. Install Windows Security Essentials
         5. Backup Data
   2. Level 2
   3. Warranty