User's Manual

Business Guidelines – Processes and Procedures
Version: 2.3 11 10/15/2009
Roles and Responsibilities Between Customer and AMS
As you start to implement your SCRAM Program, it is important that you are aware of
which tasks that you will complete and which tasks that you can expect AMS to
complete. The following table lists the tasks that are performed during Program Set-Up,
Data Interpretation and Analysis, Client Management, and Inventory Management areas
with the responsible party shown.
Roles and Responsibilities AMS Customer
Program Set-Up
Identify Program Manager/dedicated resource for
implementation of SCRAM Program.
X
Introduce and define the roles and responsibilities of
the Customer Services Manager to the customer.
X
Conduct the Sales to Service Handoff On Site
Meeting.
X
Review the AMS organization chart with the customer
and explain the chain and methods of communication
that should be used within the organization.
X
Ensure that the Program Manager/Administrator
receives Level 1 Training.
X X
Review the SCRAM Operations Guide and the
components necessary for a successful program
implementation.
X X
Ensure that the SCRAM Program is set up based on
process and procedure guidelines in the SCRAM
Operations Guide.
X
Provide the Program Manager/Administrator with
access to SCRAM
NET in order to view reports.
X
Provide a minimum of one dedicated analog phone
line for SCRAM equipment set-up at each location.
X
Data Interpretation and Analysis
Provide client management support on a daily basis
for SCRAM Program participants.
X
(Service
Providers)