Comments Module (External User)

Comments Module (External User)

Table of Contents Comments Module and its Functionalities 3 Access Comment Module 3 View/Modify Comment Records 4 Review Food Services Response to Comment 8 Last Updated: 01JAN2013 Page 2 of 9 Comments (External User)

Comments Module and its Functionalities Within the Comments module, you have the ability to perform the following: Enter Responses to Comments Review Food Services Response to Comment Access Comment Module To access the Comments Module, navigate to Comments under Measurements in the Main Menu. From this menu, you have the option of navigating to one of the following: 1. Open Comments Provides a list of open, chargeable comments for your respective Catering Unit(s). Open comments are those that are actively being worked on and reviewed by both the Catering Unit and Food Services. 2. All Comments Provides a list of all chargeable comments (open and closed reports) for all Catering Units. Closed comments are those that are not actively being worked on and reviewed by the Catering Units and Food Services. Note: Any comments that display in the Open Comments and All Comments menus are considered chargeable to the respective Catering Units. Comments that are marked as non-chargeable will no longer display in either view. Last Updated: 01JAN2013 Page 3 of 9 Comments (External User)

View/Modify Comment Records Note: Catering Units/Caterers cannot manually add a comment to the system. To view/modify comment records, complete the following steps: 1. Navigate to Open Comments within Comments under Measurements in the Main Menu. Note: You can also access your Catering Unit s open comment records from All Comments. 2. Within Open Comments, the following four tabs listed below are available. a. 48 Hour No Response Provided (Unlocked) Contains unlocked, 48 hour response comments for which a response has not been entered by the Catering Unit. The Catering Unit should focus on responding to the comments within this tab as soon as possible as they are high priority comments and the Catering Unit still has the ability to enter a response. b. Non-48 Hour No Response Provided (Unlocked) - Contains unlocked, non-48 hour response comments for which a response has not been entered by the Catering Unit. The Catering Unit still has the ability to enter a response to these comments. c. All Response Provided (Unlocked) - Contains unlocked, non-48 hour and 48-hour response comments for which a response has been entered by the Catering Unit. Therefore, the Catering Unit does not need to access these records unless an additional response and/or supporting documentation is to be provided. d. All (Locked) Contains all locked, meaning the Catering Unit can no longer add/modify its response. To view/modify a comment within a given tab, select the ID number of the respective record. Last Updated: 01JAN2013 Page 4 of 9 Comments (External User)

3. Upon opening a comment, you will be directed to the Comment tab. The information within this tab is automatically populated by the system. The tab contains the following information: a. General Flight Details (e.g., Flight Number, Class of Service, etc.) b. Comment Code Summarizes the issue described in the comment c. Comment Text Actual comment received from the Flight Attendant or Customer d. Locked Box is checked if Catering Unit can no longer modify fields within the comment report e. Closed Box is checked if the comment is no longer under review by the Catering Unit and Food Services (i.e., decision has been made on chargeability of the comment) Last Updated: 01JAN2013 Page 5 of 9 Comments (External User)

4. Navigate to one of the remaining tabs listed below to enter your response to the comment. a. Responses i. Current Process Describe the standard process in which the breakdown occurred, resulting in the issue ii. Root Cause Provide details on the main cause of the breakdown in the process iii. Response Completed Check this box when you have completed your response to the comment, including adding improvement action plans and uploading any supporting documentation Note: It is important to select this box when your response is complete as it will ensure the comment displays in the appropriate tab within the Open Comments menu and alerts Food Services that there is a comment response available for review. Last Updated: 01JAN2013 Page 6 of 9 Comments (External User)

b. Improvement Action Plans i. Enter details on the root cause corrective action plan, including who will be accountable for implementing the improvement, implementation date and the catering unit s plan for monitoring the improvements Note: You have the ability to add multiple items. c. Attachments (optional) - Upload any attachments that relate to the given delay Note: You have the ability to add multiple items. Last Updated: 01JAN2013 Page 7 of 9 Comments (External User)

Review Food Services Response to Comment To review Food Services Response to a comment, complete the following steps: 1. Navigate to Open Comments within Comments under Measurements in the Main Menu Note: You can also access your Catering Unit s comment records from All Comments. 2. Access the record you wish to view by selecting on the ID number of the respective record. Last Updated: 01JAN2013 Page 8 of 9 Comments (External User)

3. Navigate to the Responses tab. If Food Services has reviewed the comment and made a decision that the comment will remain chargeable to the Caterer, an explanation will appear in the Food Services Information section. Note: If the comment was marked non-chargeable, the comment will no longer appear in the Open Comments and All Comments lists. Response provided by Food Services Last Updated: 01JAN2013 Page 9 of 9 Comments (External User)