BCMB QUALITY MONITORING SYSTEM. Depot Operator Login and Usage Instructions

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1 BCMB QUALITY MONITORING SYSTEM Depot Operator Login and Usage Instructions

2 Quality Monitoring System The Quality Monitoring System is being utilized by Alberta s beverage container recycling industry to record and track issues that may be present in our industry. With the ability to have all communications regarding industry issues routed through a centralized system, recurring issues will be identified and accountability of industry partners will increase. The goal of the Quality Monitoring System is to identify opportunities for improvement that will benefit our entire industry. In conjunction with the Quality Monitoring System, the BCMB is providing industry standard accounts for every depot in Alberta. This new account is to be used for all industry communications going forward. Getting Started 1. Accessing your new industry account 2. Acceptance of Terms and Conditions of Use 3. Accessing the BCMB Help Centre 4. Creating a ticket in the BCMB Help Centre 5. Checking your activities in the BCMB Help Centre Accessing Your New Industry Account An account through Google s Gmail has been set up for your depot. As stated, this will be the account used for communications to and from industry partners. Ensure that you have internet access, open your web browser (Internet Explorer, Chrome, Firefox, etc.) and type into the browser s address bar at the top of the page. You will be taken to this login screen:

3 Type the provided address and password into the fields on the login page and click Sign in. You may receive prompts to input a phone number, this is your choice but not necessary, you may just click the skip button. If you already have a Gmail account, you may see your existing Gmail address in the field. Click on sign in with a different account and input your new industry Gmail address and password into the fields and click sign in. You will see the following screen when the inbox of your new Gmail account appears: Acceptance of Terms and Conditions of Use Once in the inbox of your new account, open the with the subject line: Terms and Conditions of Use- Industry Accounts, sent from QualityMonitoring (see screenshot above). Read through the Terms and Conditions and if accepted, reply to the with a simple I accept the Terms and Conditions. Accessing the BCMB Help Centre With your new Gmail account inbox open, open the with the subject line: Welcome to BCMB Help Centre, sent from BCMB Help Centre (see screenshot above). You will see the following:

4 Click on the blue hyperlink (see screenshot above) and you will be taken to the login screen of the BCMB Help Centre: Once at the BCMB Help Centre Login screen, type your new industry account into the top field and your provided password below. This will be the same address and password that were provided by BCMB and were used to access your new Gmail account as well. Click sign in and you will be taken to the homepage of the BCMB Help Centre: You are now at the homepage of the BCMB Help Centre. Note your depot s name in the upper right corner. Take some time to read through the informative articles provided (by clicking on the large green icons, or clicking on topic headings) and familiarize yourself with the layout of the Help Centre.

5 Creating a Ticket in BCMB Help Centre The BCMB Help Centre is a user-friendly, help-desk interface (ZenDesk) that enables depot operators to submit tickets when experiencing issues in our beverage container recycling industry. The ticket is the communication sent to the organization responsible for resolution, stating the details of that specific issue. Once a ticket has been submitted, it is the responsibility of the receiver to work towards resolution of the issue within the timelines of the Service Agreement. The BCMB Help Centre is not meant to replace telephone calls or s regarding issue resolution, it is meant to track and document issues. Create a ticket first, then follow-up with a telephone call or if necessary. To create a ticket, click on the button submit ticket at the top of the page (see screenshot below): The following page will open: Choose a category from the drop down list that best describes the issue your depot is experiencing. It is critical that the proper category be selected. This ensures that we are capturing data that reflects the type and volume of issues that depot operators are actually experiencing. Accurate information will enable us to identify recurring issues, with the goal of improving our system over time. If you are uncertain as to which category to choose,

6 Once you have selected the appropriate category, the following screen appears: This page (see screenshot above) enables a depot operator to provide details regarding their specific issue. By providing as much relevant information as possible on your initial ticket submission, you may come to a faster resolution by avoiding requests for missing information. Also, note that even though one industry organization may be responsible for resolution of your specific issue, agents from each of the industry organizations are Cc d through the centralized Help Desk system. Ticket Submission Process: Choose appropriate category Provide as much detail as possible Choose sub-category Enter depot representative s name Attach photo or file if desired Click the submit button at bottom of page Important Note: Each ticket created will have a unique numerical identifier associated with that specific issue. When replying to a ticket or following up on an existing ticket, you must access that same ticket (note the number) rather than creating a new ticket.

7 Checking Your Activities in BCMB Help Centre Once you have logged into the BCMB Help Centre, you can check your activities by clicking the My Activities button at the top of the page. This will open a page displaying any communications sent or received: Above, you can see two tickets that were sent to the depot operator from the CSA. To access these communications, double-click on the subject. Remember, to continue communications regarding an existing ticket, open that specific ticket and respond. You will also notice the unique number assigned to the tickets in the ID column on the right. We hope that you find the Quality Monitoring System simple and convenient to use. The purpose of this tool is to collect data on the issues that we experience in our beverage container recycling industry. Please help improve our system by making your issues known through the BCMB Help Centre. Should you encounter any difficulties with your new industry Gmail account or with the BCMB Help Centre, please contact us at: Quality Monitoring Help Line: or BCMB Quality Monitoring Mike Winter, Manager, Quality Assurance:

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