1. Cemetery Undelivered Verification Project Avoiding Common Errors

2. November 21, 20062 Agenda Avoiding common errors Review documentation required for proof of delivery General reminders Resources for help

3. November 21, 20063 Avoiding Common Errors Five Common Errors 1. Status changed from undelivered to delivered on the Master Listing when no delivery had actually taken place 2. Cancelled or rewritten items were marked as delivered or as cancelled with a delivery date 3. Stored items reported as undelivered 4. Errors in recording the correct dates 5. Items are incorrectly marked as delivered when multiples of one type of item were purchased on a single contract and at least one of the items has been delivered and one or more items remain undelivered

4. November 21, 20064 Avoiding Common Errors Error #1 Status changed from undelivered to delivered on the Master Listing, but it should have been marked with an “X” to indicate no change in status. Legacy No

5. November 21, 20065 Avoiding Common Errors Possible Reasons For Error #1 Looked at the wrong contract Used IOA/IWO from a different contract and assumed that it was for the one on the Master Listing The reviewer assumed that merchandise or service were delivered because they were in the At-need section of the Master Listing Used an IOA/IWO for a different item on the same contract –Contracts with multiples of the same item will be explained in detail in error #5

6. November 21, 20066 Avoiding Common Errors How to Avoid Making Error #1 Carefully compare the contract information on the Master Listing to the physical contract to be sure that you have the correct one. Legacy No

7. November 21, 20067 Avoiding Common Errors How to Avoid Making Error #1 Carefully compare the contract & item numbers on the Master Listing to the information on the IOA or IWO. Legacy No

8. November 21, 20068 Avoiding Common Errors How to Avoid Making Error #1 Don’t assume delivery of an at-need marker even if it is an old contract. The contract may have an outstanding balance due. Don’t assume delivery of an at-need interment. The item may not be a true at-need service, but rather: –It could have been entered into the system incorrectly or –It could be a preneed item written on the same contract as the at-need items for a spouse.

9. November 21, 20069 Avoiding Common Errors How to Avoid Making Error #1 Don’t make any assumptions about the status of an item on the Master Listing just because it is in the “At-need” section. –Perform the review of at-need items with the same thoroughness that you would use to review any preneed items. –Verify that the items are really at-need items by checking the customer file and other records that indicate a death. –When in doubt, perform a physical inspection.

10. November 21, 200610 Avoiding Common Errors Error #2 Cancelled or rewritten items were marked as delivered or as cancelled with a cancellation date in the “Del Date” column Cancellations should be marked with a “C”

11. November 21, 200611 Avoiding Common Errors Possible Reasons For Error #2 Not being careful Thinking you need to list the cancellation date in the “Del Date” column on the ML Do not write a cancellation date in the “Del Date” column.

12. November 21, 200612 Avoiding Common Errors How to Avoid Making Error #2 Be sure you understand the instructions for documentation Legacy No

13. November 21, 200613 Avoiding Common Errors Error #3 Items stored at manufacturer’s facility reported as undelivered Should be marked with a “S-20” and a storage date of 1/31/2001

14. November 21, 200614 Avoiding Common Errors Possible Reasons For Error #3 Misunderstanding instructions for coding the Master Listing Thinking that all merchandise is “undelivered” if it has not been physically installed on or in the grave Not knowing what criteria determine storage

15. November 21, 200615 Avoiding Common Errors How to Avoid Making Error #3 If the item is stored with the manufacturer, –And the ML shows the current status to be “S- 20”, then write an “X” to indicate no change in status –And the ML shows the current status to be “U”, then write an “S-20” to indicate storage Enter the storage date from the certificate of ownership. Legacy No

16. November 21, 200616 Avoiding Common Errors How to Avoid Making Error #3 Criteria for stored merchandise at vendor –Must be stored at the manufacturer’s bonded facility –Certificate of Title or Ownership must be on file –Memorials stored at the location should be S-30

17. November 21, 200617 Avoiding Common Errors How to Avoid Making Error #3 Review the instructions for stored merchandise in the Frequently Asked Questions (FAQ) document on the Global Village If you have questions, call your Market Coordinator

18. November 21, 200618 Avoiding Common Errors Error #4 Errors in recording dates –Recording delivery dates on the ML other than the actual delivery date, such as: Date the IOA/IWO was verified Date the IOA/IWO issued Date merchandise was released from storage Estimating delivery dates incorrectly when documentation is not available Failing to write an “e” beside the date on the ML when using an estimated delivery date Estimating delivery dates when documentation exists showing the actual delivery date –Date entered in HMIS does not match Master Listing

19. November 21, 200619 Avoiding Common Errors Possible Reasons For Error #4 On the Master Listing: –Analysts are not trained properly on how to identify the correct delivery date from the documentation –Numbers are transposed when the date is recorded on the Master Listing –Instructions are not followed for calculating estimated delivery dates—See Appendix D –Location managers are not performing a thorough review of the analysts’ work –Location managers are signing off on “Initials Rvw of Del” column without actually reviewing the file

20. November 21, 200620 Avoiding Common Errors Possible Reasons For Error #4 During HMIS Data Entry: –Accuracy of the data is not checked as entry is performed –Product Delivered Report is not being checked thoroughly against the Master Listing –Errors were found but never corrected in HMIS

21. November 21, 200621 Avoiding Common Errors How to Avoid Making Error #4 On the Master Listing: –Location manager’s review of the file must be done thoroughly—do not sign off without checking the file and verifying the delivery date! –Retrain analysts on how to identify the correct delivery date on the documentation

22. November 21, 200622 Avoiding Common Errors How to Avoid Making Error #4 On the Master Listing: –Stored merchandise: Delivered to Storage: use the date on the storage certificate –Matthews: “Storage Date” –Vantage: “Issue Date” –GranitBronz: “Date of Issue” Delivered from Storage (i.e., installed): use the installation date on the IWO Delivered Not Stored (i.e., installed and never previously in the system as stored): use the installation date on the IWO

23. November 21, 200623 Avoiding Common Errors How to Avoid Making Error #4 On the Master Listing: –Encourage analysts to be careful when writing the dates on the ML and to double check their own work –Review the instructions for calculating estimated delivery dates—See Appendix D –Replace temp analysts who are consistently making mistakes

24. November 21, 200624 Avoiding Common Errors How to Avoid Making Error #4 During HMIS Data Entry: –Data-entry clerk should check the date as it is entered –Delivery Verification Report must be run and thoroughly checked against the ML every day –Be sure to follow-up on any errors found, and make the necessary corrections in HMIS and on the ML, if required

25. November 21, 200625 Avoiding Common Errors Error #5 Items are incorrectly marked as delivered when multiples of one type of item were purchased on a single contract, and at least one of the items has been delivered and one or more items remain undelivered. Example: Two outer burial containers were sold on a single contract. One was used for an interment three years ago, and one remains undelivered. The Master Listing shows one undelivered outer burial container because the first OBC was delivered in the system at the time it was used.

26. November 21, 200626 Avoiding Common Errors Possible Reasons For Error #5 The original contract was not checked for the number of items sold The analyst assumes that the IOA/IWO in the file is related to the item on the Master Listing

27. November 21, 200627 Avoiding Common Errors How to Avoid Making Error #5 Always compare the number of items sold on the original contract to the number of items on the Master Listing Don’t assume that the proof-of-delivery documents pertain to the undelivered items on the Master Listing Do the math: Number of like items sold — Number of like items delivered Number of like items to remain on the ML as undelivered

28. November 21, 200628 Thinking Through It Master Listing shows two undelivered interments and two undelivered outer burial containers Legacy No

29. November 21, 200629 Thinking Through It Contract shows four outer burial containers and four interments were purchased

30. November 21, 200630 Thinking Through It File contains two IOA’s. One OBC and one interment were delivered on 4/12/03 A second OBC and interment were delivered on 6/28/04

31. November 21, 200631 Thinking Through It Doing the math: 4 Outer burial containers sold - 2 Outer burial containers delivered 2 Outer burial containers remain undelivered 4 Interments sold - 2 Interments delivered 2 Interments remain undelivered

32. November 21, 200632 Thinking Through It Master Listing is updated with an “X” in “Verified Del Status” column Note: If we had not checked the original contract for the number of items sold, we might have easily assumed that the four items on the Master Listing were the ones delivered on the two IOA’s in the file. Legacy No

33. November 21, 200633 We did it! Wow, we got through that one without any trouble! I’ve changed my shirt, now let’s change the example and solve another problem just to make sure I’ve got it.

34. November 21, 200634 Thinking Through It One More Time Master Listing shows three undelivered interments Legacy No

35. November 21, 200635 Thinking Through It One More Time Contract shows four interments were purchased

36. November 21, 200636 Thinking Through It One More Time File contains two IOA’s. One interment was delivered on 11/4/1999 A second interment was delivered on 5/28/03

37. November 21, 200637 Doing the math: 4 Interments sold - 2 Interments delivered 2 Interments should remain undelivered on the ML Thinking Through It One More Time Three undelivered interments on the Master Listing tell us that one of the interments that was used has never been entered into the system. We have to deliver one of the interments, but how do we know which interment date to use on the Master Listing?

38. November 21, 200638 Thinking Through It One More Time Old IOA’s don’t have the delivery processing information on them Recent IOA’s have the delivery information at the bottom, but may not have been completed in HMIS “Processing Completed” is unsigned, but there is a check mark next to the item. Did the processor forget to sign? “Processing Completed” is unsigned, but there is a check mark next to the item. Did the processor forget to sign?

39. November 21, 200639 Thinking Through It One More Time Checking the Contract Delivery Tab in HMIS is the only way to be sure which IOA was previously delivered. Note the date of the interment delivered in the system is 5/28/03.

40. November 21, 200640 Thinking Through It One More Time Update the Master Listing –Mark the used interment as delivered indicating the actual interment date from the IOA (11/04/99) –Place an “X” in the “Verified Del Status” column for the two items that remain undelivered Note: Again we checked the original contract for the number of items sold and used the IOA’s to determine how many were actually delivered. In order to determine which delivery date to use on the ML, we had to look in HMIS to see which of the two had previously been entered in the system. Legacy No

41. November 21, 200641 Proof of Delivery Documentation –Interments –Entombments –Inurnments –Caskets/Alternative Containers –Outer Burial Containers (vaults) –Cremation –Urns –Miscellaneous Merchandise –Miscellaneous Services Interment Order and Authorization (IOA) verifies delivery of the following types of items:

42. November 21, 200642 Proof of Delivery Documentation –Memorials/Monuments –Bases –Marker Installations –Miscellaneous Merchandise Vases Scrolls –Miscellaneous Services Installation Work Order (IWO) verifies delivery of the following types of items:

43. November 21, 200643 Proof of Delivery Documentation Receipt of Delivery from third-party funeral home, cemetery, or from a customer –Outer burial containers –Markers –Urns Bills of Lading/Receipt from vendor (used for estimating delivery dates) –Bases –Memorials/Monuments –Miscellaneous merchandise

44. November 21, 200644 Proof of Storage Documentation Storage Certificates –Outer burial containers –Markers –Bases

45. November 21, 200645 General Reminders Print & check HMIS Product Delivered Report daily Close your HMIS batches every day Take your time! –Why is there never enough time to do something right the first time, but always enough time to do it over? –Ask for help as soon as you need it!

46. November 21, 200646 Resources For Help Coordinators –Remote Coordinator –Market Coordinator Global Village –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.com@sci-us.com

47. November 21, 200647 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”