Maricopa Community Colleges  UCS122   19996-20012 
Official Course Description: MCCCD Approval: 05/25/99
UCS122 19996-20012 LEC 3 Credit(s) 3 Period(s)
Processing Customer Orders
Basic order processing in the public utility industry. Emphasis on billing, payment, collections, and shut-off orders. Includes back-up systems, off-line research, and quality statistics. Prerequisites: UCS105.
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MCCCD Official Course Competencies:
 
UCS122   19996-20012 Processing Customer Orders
1. Create a shut-off order. (I)
2. Access customer information on various screens. (I)
3. Modify orders scheduled for field activity. (I)
4. Describe factors involved in credit monitoring. (II)
5. Create a credit agreement for a delinquent account. (II)
6. Describe the various payment methods. (III)
7. Summarize the different types of trouble and outage orders. (IV)
8. Complete trouble and outage orders. (IV)
9. Identify billing services adjustments. (V)
10. Explain the process of the Off-Line Research. (VI)
11. Summarize the back-up systems. (VII)
12. Summarize the use and purpose of the voice mail system. (VIII)
13. Analyze statistics for quality standards. (IX)
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MCCCD Official Course Outline:
 
UCS122   19996-20012 Processing Customer Orders
    I. Shut-off Orders
        A. Screens
        B. Information needed
        C. Schedule
        D. Deposits
        E. Non-metered Service
      II. Collections
          A. Credit Monitoring
            1. Collection Timetable
            2. Risk Score Calculation
          B. Credit Agreements
            1. Extension Guidelines
            2. Shut Off for Non-pay
        III. Payment
            A. Cash
            B. Credit
            C. Telephone payments
          IV. Trouble and Outage Orders
              A. Types
              B. Screens
              C. Process
              D. Status
            V. Billing
                A. Customer Requests
                B. Screens
                C. Duplicate Statements
              VI. Off-Line Research
                  A. Tasks
                  B. Screens
                VII. Back-up Systems
                    A. Worksheets
                    B. Microfiche
                  VIII. Voice Mail
                      A. Purpose
                      B. Set-up
                      C. Use
                    IX. Quality Standards
                        A. Access
                        B. Screens
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