Recording service exceptions

A service exception is any event that fails to provide appropriate service to a customer, for example accidents, breakdowns, and detours. Trucking companies use service exceptions to track the performance of assets, carriers, users, and companies.

First available in Fuel Dispatch V.2016.10

image1 See it in action

You can use service exceptions to track a store’s tank-specific exception events, such as runouts.

You record service exceptions in Call on Demand Order Entry’s Service Exceptions window. For each service exception, you can record the corrective action taken. For those that are driver-specific, you can indicate whether the exception should affect pay. When you add a service exception to an order, you can apply it to the move as well.

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By default, a service exception is created for a move, not an order. When working with service exceptions, you can look it up by move number or order number.

Establishing reason and action codes

Labels are edited in the System Administration application. Make entries in the labels based on how your company categorizes and deals with exceptions.

The Service Exceptions feature uses these labels:

ReasonLate

Identifies the reason a service exception occurred. Sample reason late entries are shown here.

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The Customer Service Report in TMWSuite Dispatch also uses this label.

ActionCode

Identifies the corrective actions you may take to handle a service exception. Sample entries for the ActionCode label are shown here.

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ServiceExceptionLate

Identifies the event affected by the service exception. Sample entries for the ServiceExceptionLate label are shown here.

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Working with service exceptions

Using the Call on Demand Order Entry’s Service Exceptions window, you can record, review, and delete service exceptions.

  • The service exception is attached to the order or movement in view.

  • You can enter multiple service exceptions against an order or movement.

Service exceptions are user-defined. This allows you to record options applicable to Fuel Dispatch.

While you can record service exceptions in Call On Demand Order Entry, Fuel Dispatch does not provide standard service exception reports. You can run an exception report in TMWSuite’s Trip Folder. For details, see:

Guide: Dispatch | Chapter: Running Dispatch reports | Section: Printing a Service Exceptions report

To open the Service Exception window, follow these steps.

  1. In Call On Demand Order Entry, look up the move or order number for which a service exception occurred.

  2. Below the Load Requirement tab, click Service Exceptions.

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    The Service Exceptions window opens.

Entering a service exception

To record a service exception, follow these steps:

  1. In the Service Exception window, click Add.

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  2. Make entries in the appropriate fields:

    Required field: *

    Location

    If appropriate, select the company ID of the location where the exception took place.

    Type*

    Select the category of the party responsible for the service exception. Options are:

    • Driver

    • Tank

    First available in Fuel Dispatch V.2016.10

    To add a service exception for a store’s tank(s), you must select the store in the Location field.

    When you select Tank as the type, the system automatically:

    • Adds a row for each tank associated with the specified location.

    • Auto populates the Location, Type, and ID fields for additional tank rows. These fields are locked and cannot be edited.

    Notes:

    You can delete any tank row for which you do not want to add a service exception.

    If you mistakenly select Tank from the Type field, you must delete the row to correct the error.

    • Tractor

    • Trailer

    • Carrier

    • Company

    • User

    ID*

    Enter the ID of the responsible party.

    AceIDtype

    Select the reason for the exception.

    Note: The options are set up in the ReasonLate label.

    ExpDate

    Date/time the exception was recorded

    Note: This field defaults to the current system date/time.

    Description

    Enter free-form text to describe further the reason for the exception.

    ActionCode

    Select the action taken in response to the exception.

    Note: The options are set up in the ActionCode label.

    Affects Pay

    This field is applicable for resource-specific exceptions. Select the checkbox if the exception will affect how the resource is paid.

    Note: This entry is informational only. Actual changes to pay must be performed manually.

    Action Description

    Enter free-form text to further describe the action taken.

    ServiceExceptionLate

    Select the option that defines the part of the load that was late.

    Note: The options are set up in the ServiceExceptionLate label.

    Corrective Action Description

    Enter free-form text to describe the corrective action taken.

    Contact Customer

    Select this checkbox if the customer must be notified of the service exception.

    Corrective Action Received

    Select this checkbox if corrective action was received.

    sxn_ord_hdrnumber

    Order header number of the order to which the service exception applies

    Notes:

    1. The order header number appears in the field when you clear the Apply to Entire Move checkbox.

    2. When the order header number appears in the field, the service exception applies to the order only, not the move.

    Apply To Entire Move

    This checkbox is selected by default.

    Do one of the following:

    • To apply the service exception to the move, leave the checkbox selected.

    Note: Service exceptions applied to a move are attached to orders associated with the move.

    • To apply the service exception to the order only, clear the checkbox.

    This causes the order number to appear in the sxn_ord_hdrnumber field.

  3. Repeat these steps for each additional exception.

  4. Click OK to save your entries.
    The color of the Service Exceptions button changes to yellow.

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  5. Click image9 Close to exit the Service Exceptions window.

Viewing or editing a service exception

You can view information on service exceptions in Fuel Dispatch.

  1. In the Service Exception window, review the list of exceptions.

  2. If changes are needed, click in the appropriate field and update your entries.

  3. Click OK to save your entries.

  4. Click image9 Close to exit the Service Exceptions window.

Deleting a service exception

If a service exception was recorded in error, you can delete it.

  1. In the Service Exception window, click in the row of the service exception you want to remove.

  2. Click Delete.
    The service exception is immediately removed.

  3. Click OK to save the deletion.

  4. Click image9 Close to exit the Service Exceptions window.