1. Cemetery Undelivered Verification Project Independent & Full-process Locations

2. November 21, 20062 Agenda Introduction Project Overview Understanding the Master Listing The Review Process Hiring and Training Temps

3. November 21, 20063 Introduction Importance of the Project –Purchase price adjustment Level of Scrutiny of Results –Subject to internal/external audit and SOX controls. –Delivery dates –Documentation –Procedures Summary Memo

4. November 21, 20064 Introduction Office Manager Time Commitment Late January deadline Location Admin involvement is required –Loc Admin must stay involved in the daily project work –Ultimate responsibility for accuracy and completion is yours!

5. November 21, 20065 Introduction Purpose Ensure items listed in HMIS as ‘undelivered’ are not delivered. –Review physical files and other cemetery records for evidence of delivery. –Update HMIS for items identified as delivered.

6. November 21, 20066 Project Overview Independent vs. Full-process Independent Location Admin Review Temps –Filer/Data Entry Market Coordinator –Remote Full-process Analyst Review Temps –Filer/Data Entry –Analyst Market Coordinator –On site

7. November 21, 20067 Project Overview Requesting a Change of Approach If you think it is appropriate, you can request a change of approach –Examples: Location Administrator is responsible for multiple “Independent” locations Small “Full-process” location decides not to use an analyst Contact your Market Coordinator for approval

8. November 21, 20068 Master Listing Overview Where to find it Which version to use What it contains The different sections Priorities Headings Legacy No

9. November 21, 20069 Master Listing Where To Find It Master Listing is found on the SCI intranet

10. November 21, 200610 Master Listing Where To Find It

11. November 21, 200611 Master Listing What It Contains Contracts with items marked as: –Undelivered –Stored at vendor’s warehouse-20 –Stored on premises-30

12. November 21, 200612 Master Listing Versions Sorted by: –Purchaser Name –Contract Number How are your files set up? –Alphabetical –Numerical –Lot number Use your current cross-reference method

13. November 21, 200613 Master Listing The Different Sections Location Review At-need Contracts High Value Contracts Low Value Contracts Each section is individually sorted, either alphabetically or numerically.

14. November 21, 200614 Master Listing Headings Legacy No

15. November 21, 200615 Review Process Overview 1.Prepare for review and fax contract 2.Review files 3.Determine Item Changes 4.Code delivery status changes or contract corrections on Master Listing 5.Organize files by the type of change required 6.Complete Exception Worksheet & fax for any non delivery changes. 7.HMIS data entry of delivery information 8.Coding data entry complete on Master Listing 9.Delivery verification 10.Master Listing columns not used during Location Review 11.Resolving missing files 12.Physical inspection requirements 13.Sign-off

16. November 21, 200616 Review Process 1. Preparing for Review Filer –Pull the files –Fax contract to 1 (866) 613-0021 –No cover sheet required –If contract number is not visible on the contract, hand write in the 12 digit contract number exactly how it is written in HMIS including location number.

17. November 21, 200617 Review Process 1. Preparing for Review –Group files with Master Listing page –Indicate missing files by writing “M” in the “Miss/Rvw” column on the Master Listing

18. November 21, 200618 Review Process 2. Reviewing Files Reviewer –Confirm you have the correct file/contract –Find supporting documentation Contract (If you have the file, but the contract is missing, record on Master Listing with an “M” in “Miss/Rvw” column) Interment Order Maintenance work order or old service request Secondary documents (if required)

19. November 21, 200619 Review Process 2. Reviewing Files What is a secondary document? –Master cards –Lot cards & lot books –Memorial order forms –Interment log –Storage listings or certificates –Property owner cards Document review (testing) is mandatory –Contact your Market Coordinator

20. November 21, 200620 Review Process 3. Determine Item or Contract Changes Undelivered Stored-20 (Offsite) Stored-30(On premises) Delivered Cancelled/Void Other Changes -Action Requested of Burnaby Home Office

21. November 21, 200621 Review Process 4. Coding the Delivery Status Current status is correct = X Legacy No

22. November 21, 200622 Review Process 4. Coding the Delivery Status Stored = S (20 or 30) Record actual storage date Check vendor listing of stored markers Estimating the storage date –Will cover in detail later Legacy No

23. November 21, 200623 Review Process 4. Coding the Delivery Status Delivered = D (40 or 50) Record actual delivery date Estimating delivery dates –Will cover in detail later Legacy No

24. November 21, 200624 Review Process 4. Coding the Item Status CI*=Cancelled Item CC*=Cancelled Contract * Requires an Exception Worksheet to be completed and faxed. Legacy No

25. November 21, 200625 Review Process 4. Coding the Item Status A*=Action request for other types of changes –Sales amount of an item is incorrect –Sales type is incorrect (At need or Pre Need) –Contract item is incorrect * These require an Exception Worksheet to be completed and faxed.

26. November 21, 200626 Review Process 4. Undetermined Status Primary documents Secondary documents Physical inspection of the gravesite

27. November 21, 200627 Review Process 5. Organizing Files by Delivery Status No action required —Current coding in HMIS is correct –Stack for filing HMIS corrections required —Current coding is incorrect -Delivered, Stored, Cancelled, Change. –Stack and group for review & processing by location management Need further review —Delivery undetermined –Stack and group with Master Listing pages for further review, physical inspection, etc.

28. November 21, 200628 Review Process 6. Complete CUVP Exception Worksheet This is completed & faxed for all contract changes except for deliveries.

29. November 21, 200629 Review Process 7. HMIS Delivery/Undelivered Entry Deliver items in HMIS using the appropriate delivery code –20 merchandise stored off site –30 merchandise stored on premises –40 merchandise installed –50 service provided Use “99997” as the control ID number Stored items are highlighted in yellow. Don’t assume that they have been delivered completely in the system.

30. November 21, 200630 Review Process 8. Coding Data Entry Complete Accuracy in data entry is critical! Person entering the required action in HMIS must initial and date the Master Listing in the “Initial/Date Data Entry” column Legacy No

31. November 21, 200631 Review Process 9. Verifying HMIS Delivery Print HMIS Product Delivered report daily. –Run the report by date range using the data entry date in order to capture the current day’s entries

32. November 21, 200632 Review Process 9. Verifying HMIS Delivery Verify the following –Correct contract number –Correct item was delivered –Correct delivery date was entered Legacy No

33. November 21, 200633 Review Process 9. Verifying HMIS Delivery Initial the Master Listing in the “Initials Del Verif.” column Legacy No

34. November 21, 200634 Review Process 10. Other Master Listing Columns Comments –Use to record any pertinent information about an item Columns not used for Location Review section: –Initials Rvw of Del –Initials / Date Sub Pass –QA Result –QA Initials

35. November 21, 200635 Review Process 11. Resolving Missing Files Additional Sources of Information –Secondary documents mentioned earlier –Appendix G in training manual Physical inspection of the gravesite Exhausted search—what next?

36. November 21, 200636 Review Process 12. Physical Inspection Requirements Physically inspect an average of 5 contracts per week during the project –Probe grave for outer burial container/casket –Visual of crypt/niche for sign of opening/closing –Visual of memorial installation –May be performed by General Manager, Loc Admin, Superintendent or designate, Mkt. Coordinator –Work around weather constraints

37. November 21, 200637 Review Process 12. Physical Inspection Requirements Documentation –Record Physical Inspections on “Physical Inspection Report” Complete information from Master Listing and property records Inspector indicates status, signs & dates –File the Physical Inspection Report in the file Make copies when multiple contracts are recorded on the same sheet –Write “PI complete” in the Master Listing “Comments” column for each item verified by physical inspection

38. November 21, 200638 Review Process 13. Master Listing Sign-off Analyst Signature/Date –No signature required for the Location Review section –Write in “No Analyst” or “100% Location Review”

39. November 21, 200639 Review Process 13. Master Listing Sign-off Management Signature/Date –Sign only after the entire sheet is complete No date in the review rows can be after the signature date –Location Administrator or person completing the review must sign Signer must be a Company employee Best Practice: Don’t sign until the end of the project.

40. November 21, 200640 Hiring And Training Temps Overview Leveraging your time Hiring temps Training temps Supervising temps Where to get help

41. November 21, 200641 Hiring And Training Temps Leveraging Your Time Using filers for the project Using temps as backup for other tasks –Answering telephones, etc. Be efficient –Pull a stack of files to work on at once –Be sure filers are pulling any documentation that is required in addition to the customer file –Keep pages together and organized Any lost listing pages will have to be done over Delegate –Focus on what only you can do

42. November 21, 200642 Hiring And Training Temps Hiring Temps Independent Locations –Filer only Full-process Locations –Contact Market Coordinator to determine need Contact your Market Coordinator for information on where to get temps

43. November 21, 200643 Hiring And Training Temps Training Temps Train –Importance of the project –Importance of accuracy in filing, analyzing & data entry –How to locate customer files –How to locate supporting documents – If you need help training your temps on how to use HMIS, contact your Mkt. Coordinator

44. November 21, 200644 Hiring And Training Temps Supervising Temps Supervise –Temps need to keep the LA/Analyst busy by having enough files for review –Check the work—Are the records being filed correctly after review? –Are they using their time wisely?

45. November 21, 200645 Resources For Help Coordinators –Remote Coordinator –Market Coordinator Global Village (SCI Intranet site) –Applications—Cemetery Undelivered Verification Pat Adams –Pat.Adams@sci-us.comPat.Adams@sci-us.com Juhli Farrell –Juhli.Farrell@alderwoods.com Sara Beaves –Sara.Beaves@sci-us.comSara.Beaves@sci-us.com

46. November 21, 200646 Resources For Help Email questions for Q & A session to: –Pat.Adams@sci-us.comPat.Adams@sci-us.com –Sara.Beaves@sci-us.comSara.Beaves@sci-us.com –Juhli.Farrell@alderwoods.com –Subject line: “CUVP Questions”