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Starkey International School of Household

1. Add T able Unseated Guests Name John Smith John Smith s Name will be dragged to where you want him to sit Mary Starkey O Jane Smith O Lisa Someone O Table Type Rectangle Table Circle Table U Table Table Host Select l Once you have dragged the names of all the guests to where you want them to sit you can now select a Table Host types n 2 MANE NE Eny Windows File Edit Event Details Service Standards Menu Click the Table Host drop down menu on the right side of the screen under the table Click the individual who is the host of the table The name of the host will appear in red Seis Table Host Mary Starkey Seats Remaining 0 4 Seats Total Add Table Unseated Guests Name John Smith Copyright 2014 Mansion Publishing Mary Starkey Table Type Rectangle Table Circle Table U Table Table Host Jane Smith Mary Starkey Lisa Someone 82 Page o If you need to navigate away from the Entertainment Entry Window at anytime click OK to save p Click the Service Standards tab to fill in the information there Click the Menu tab to fill in menu information r Click the Service Staff tab to add staff or the event Click the Staff drop down to select the staff member and press Tab on your keyboard The name will appear in the Staff field and the Other Provid
2. Birth Date Liwing Birth Place gg a opening page r Grew Up Click and hold image and drag it to Drop Photo Here Notes people profiles Phone Cell Fax Email amp Role C Employee C Family Member Guest C vendor Pet Principal 7 Note This will be the way you will add images in all parts of the software Copyright 2014 Mansion Publishing 10 Page 8 When you are ready to print a profile a For Windows users Click File Page Setup Set the Margins for the report to 0 5 for the Left Right Top and Bottom margin Click OK b Click File Print Many loomse Starkey itm Edit Print Ctrl P ites Correspondence Technical Skills Page Setup Ctrl Shift P Middle Name Spouse Birth Date fo A Living Notes Current Re Adc c A window will appear asking you How would you like the report to print d You can select what you want to print for the profile by checking the Detailed box Favorites box or Technical Skills box a e Once you have selected what you would like printed click Print File Edit Personal Health Lifestyle Favorites Correspondence Technical Skills First Name a Favorite Name SS Flies How would you like the report to print Father V Detailed Personal Health Lifestyle Correspondence Mother d _ Favorites Current Residen Condense Favorites Page Breaks after Service Standard Cat
3. Click drop down menu to add a List Type drop down menu To add a new List type click edit in the drop down menu Click here to save Click here to add each item to the list h When you are ready to navigate away from this screen click OK to save i This will take you back to the main shopping lists screen 3 When you are ready to print a Inthe Shopping Lists window highlight the list you wish to print by clicking the list b For Windows users Click File Page Setup Set the Margins for the report to 0 5 for the Left Right Top and Bottom margin Click OK c Click File Print from the menu d The print screen will appear allowing you to look at the document prior to printing i To print click Print in upper right hand corner ii Ifyou do not want to print click the red X in upper right hand corner YOU SHOULD NOW HAVE A PRINTED SHOPPING LIST Copyright 2014 Mansion Publishing 84 Page We are now ready to create an expense list 1 Navigate to the main Starkey Management Model screen 2 Click Expense amp Shopping Lists under the Environment column Both lists will appear in separate screens Or click Environment Expense Lists from the main menu a On the main Expense screen to add a new expense click Add Expense in the lower left hand corner b To open an old Expense 1 Click All number on the upper left hand side 11 Double click the expense you would like to open iii Mak
4. Copyright 2014 Mansion Publishing 2 Page Creating a Section 1 Section 2 Section 3 Section 4 Section 5 Section 6 Section 7 Section 8 Section 9 Section 10 Section 11 Section 12 Section 13 Section 14 Section 15 Section 16 Section 17 Section 18 Section 19 Section 20 Section 21 Section 22 Copyright Table of Contents NEW HP FOIGCE crr Ga dangan ak aaa aaa Ng a aaa a aana ag a a alan Sa aa a aaa a aab a Da aaa ganas Dk ada aa aaa 5 FRS P DDIG Las aga a a ag Ta a NE cattle A aa A NG PG EI NG aa a aaa pa a ee aa aia Tas 7 BARRE D sna etree daa a ts a NG D eet nia a anaa aaa pa aa aa ga a Nga D 14 TING SOT GENI SI OM aaa ag aaa aa a en en nent E ea a ag ana 16 FAV OVI E Sa aaa aaa pada sa aa ana aja ag aaa a aden aga aa a NI aa aa a aaa Dyan ag kan 19 Family Schedules and Day WENG li s sen en use 22 TING ETO NGT aa SSSR neka a akang nan DN aba Daas cans wren a a a a a aaa aka 28 ZONNE RE tuatoaecantan seas aaa a a ga a a a a 40 TaSk SCHECUIES SHOELS A as tte EE A ceases ead 50 DANY ETES EE So shies asta sa ka a hoe an spied a Aa ab an aana ga nan aga a aa aaa aa na KU aa a a a aa aaa 67 TING Standards IVA UN aana ana agni anan ne aa E a ana aga aapa aaa 70 The 10 Service SINGA Siang aaa ada aaa de nent Edan a daa aan en 72 Service Variables and Baseline se 75 Entertainment and Events The Ballet of Service cc ceecccccsssecceenesseceeaeeeseeessaeeeeeas 77 Shoppie Lists and EXPENSE S te
5. a Click the colored area you wish to delete b You will see four dots in each corner appear c Press Delete on your computer keyboard Copyright 2014 Mansion Publishing 45 Page 23 The screen shot below is what your colored area should look like 24 The software will automatically label the zone based on the name you gave it ois AUOT an Wd ar File Edit Zones Zone Sites Floors Description Locations ist Floor ist Floor Zone 1 Living Room ist Floor Add Zone HM eh We will color this area next Finished colored Mstr Suite 1 14 7511 area should look like this based on the color you have chosen PST FLOOR PUAN 25 Now we can use the polygon to color another area of the zone 26 We are going to color the Gathering Room as a part of the same zone as the garage Copyright 2014 Mansion Publishing 46 Page File Edit Zones Zone Sites Floors Name Description Locations 1st floor MB Zone 1 1st Floor Zone 1 Living Room ist Floor When you have clicked each corner click the first corner you started with to complete the coloring Click on a corner of Add Zone the shape Click on each corner of the polygon miai 4 LA D shape You will start to see the color expand Click on each corner of m ih j the polygon shape You Click on each corner of the polygon KANE Ei ngi will start to see the color shape You will start to see the color WA expand PS
6. v Cancel 27 When you are ready to print navigate to the Service Standards window 28 For Windows users Click File Page Setup Set the Margins for the report to 0 5 for the Left Right Top and Bottom margin Click OK 29 Click File Print from the main menu 30 A print screen will appear asking a Would you like to print each Service Standard Category on its own page b Click Yes or No based on what you would like 31 The print report screen will appear allowing you to preview what the documents will look like on paper 32 Click Print in upper right hand corner when you are ready to print YOU SHOULD NOW HAVE PRINTED SERVICE STANDARDS Copyright 2014 Mansion Publishing 74 Page Section 12 Service Variables and Baselines As you have learned there are Baselines for each of the 10 Service Standards You have also learned there are variables that differ from the Baseline for each Environment The Starkey Software provides a tool for you to enter the variables that you know and that rarely change for your Environment 1 Click 10 Service Standards Baseline Formulas amp Service Variables under the Standards Matrix box Or click Service Variables from the main menu File Edit Configure People ETATS Environment Scheduling Entertainment Tools Help Vision Standards Standards Matrix Technical Skills Matrix Service Matrix Variables 10 SERVICE STANDARDS BASELINE FORMULAS
7. The program will ask you if you would like to print the pictures Select the answer you would like 16 A print screen will appear showing how the Locations Report will look on paper 17 Click Print in upper right hand corner 18 This can be a very large set of documents Allow enough time to print YOU SHOULD NOW HAVE A PRINTED LOCATIONS LIST Copyright 2014 Mansion Publishing 38 Page Change the Order of the Locations list You can click and drag locations to reorder them in the list Reorder within the same level To reorder the list and keep the locations you are moving at the same level click and drag the location down A black horizontal line appears When the line appears where you want the location drop it For example in the Location list below to reorder the locations on the 1 Floor click Living Room and drag it down until the black line appears where you want it either under Powder Room or under Dining Room Then drop it NOTE Always drag locations DOWN in the list to reorder them at the same level If you drag an element to the top of the list at the same level it will not be moved Name Starkey Mansion 1st Floor Living Room Powder Room Dining Room 2nd Floor Master Bedroom Guest Bathroom Guest Bedroom 3rd Floor Media Room Office Storage Room Reorder within the same level and create a new sub level In this example you want to move the Guest Bathroom under the Guest Bedroom on the 2 floor If you
8. amp SERVICE VARIABLES Confidentiality Statement Professional service providers should sign a confidentiality agreement before completing the people steps in the Service Management Software Program Identifying and Managing Service Expectations 4 THE SERVICE MA TRIK To formulate and customize a service experience you must RE first create a mutual frame of reference by using a process and terminology designed to identify and communicate I service expectations There are five steps necessary for Copyright 2014 Mansion Publishing 13 Page File Edit Personal Health Lifestyle Favorites Correspondence Technical Skills Company Trade Area Household Manager Position Trade Description Began Service 12 130 12009 Ceased Service 12 30 2009 Skills Administrative Standards Housekeep Culinary St Clothing St Skills William Francis Althoff Administrative Housekeeping Culinary Transporta Safety and amp Personal C clothing Personal C Entertainment Personal C Property and Grounds amp Personal C NOOCROCCCCO rh ONIT AA 01 Co 3 D Co DWN Oh Ni ME OH h QU amp NOU ON UT Maintenance Transportation and Travel Safety and Protection Personal Care Elder Care Personal Care Child Care Personal Care Guest Care Personal Care Pet Care This 1s what the Technical Skills tab
9. you do not need to fill in this field If the guest appears in the Guest drop down list select the name 11 The Table Card Name is automatically filled in if you selected a name in the Guest drop down list If the guest did not appear in the Guest list simply enter the name in the Table Card Name field for the guest 111 To make changes to a guest double click the name after it has been added iv Be sure to include the host and or hostess Entertainment Entry Window File Edit Name Cultural Preferences Food Allergies Rsvp Status Rsvp Date Meat Caffeine Ms Connie Slater none Attending Mr John Jaster none Attending x Governor Bill Ritter none Attending Mary Louise Starkey no tomato no pepper or night Attending Dr Lloyd Lewan vegetarian fare Attending Eileen Jaster Attending Laura Congelo Attending Barry Hirshfield Attending Leon Kelley Attending Cmdr Deborah Dilley Attending Karen Griffin Attending Jeannie Ritter Attending 12 quests OLOO Entertainment Guest Entry Window Table Card Name J Attending _ Not Attending RSVP Date _ Meat Caffeine _ Alcohol Cultural Preferences Notes cancel ETOK Copyright 2014 Mansion Publishing 80 Page e Once you have added all your guests click the Seating tab f The guest list you created in the Guest List tab appears on the left side of the screen under Unseated Guests g Under the Seating tab click Add
10. Add Service Standard at the bottom left hand corner of the screen 21 The cursor will appear under the highlighted standard 22 Type Baseline 23 Repeat steps 7 to 18 Copyright 2014 Mansion Publishing 73 Page 24 To make changes to a Standard double click the standard until you see the cursor and it is no longer highlighted Then make your changes 25 To delete a Standard click the standard to highlight it and press Delete on your keyboard 26 To navigate away from this screen click OK to Save amp Service Standards Fie Edit Configure People Service Environment Scheduling Tools Help Administrative Standards baseline It typically takes an average of two hours per day For a Family of four Yariable My home has 2 people which will require 1 hour per day 5 hours per week Cell Phones The HM will ensure that all phones are blackberries when replacing Housekeeping Standards baseline It takes 4 hours to clean 2000 square feet variable My house is 10 000 square feet which will require 20 hours per week Chemicals No chemicals in house Housekeepers Work six days a week Culinary Standards Clothing Standards Maintenance Standards Property and Grounds Standards Entertainment Standards Transportation and Travel Standards Safety and Protection Standards Personal Care Child Care Standards Click here to save Personal Care Elder Care Standards Add Service Standard Et Et E Et EE EE EE EE E
11. Administrative Maintenance Transporta Safety and Personal C Clothing Personal C Entertainment Personal C Property and Grounds Personal C Housekeeping Culinary mwoohooo og CRF ON TT HA 0 NuU D Co DH MPH ME OH amp M 01 amp O1 N ON T Maintenance Transportation and Travel Safety and Protection Personal Care Elder Care Personal Care Child Care Personal Care Guest Care Personal Care Pet Care i Copyright 2014 Mansion Publishing 91 Page Section 19 Technical Skills Matrix The Technical Skills Matrix is an ordered organizational array used to identify and evaluate the entire Service team s technical skills and specific qualifications in each of the Service Standards The Technical Skills Matrix is essential in presenting the abilities of an entire staff Each staff member can see how an overall team effort requires many different skills expertise and cooperative synergy Each member works together to master the moment to provide a requested service In the Starkey Software the Technical Skill Matrix is created using the Standards Matrix see section 10 The Standards Matrix and all the Technical Skill Qualifiers see previous page you put into the software for your staff Therefore you must fill out both the Standards Matrix for the household and the Technical Skills Qualifiers for the staff prior to looking at the Technical Skills Matrix To see the
12. Cleanable square feet on property oo 0 00 1 how per week for every 3 000 56 Ft 4 hours fo clean 2 000 5g Ft Weekly culinary meals 0 0 00 Persons requiring transportation oO 0 00 2 hours for 4 persons with J main meal 60 hours per week for a famiy of 4 Wah kanda A TA oO 0 00 Square feet requiring safety ome og 0 00 1 75 hours per load wash dry put away La ae E A Children elders and pets oo 0 00 Weekly formal entertaining events og 0 00 requiring personal care 12 hours per Formal event 3 3 hours per day for each person The Software will automatically add up the total hours it takes to service the environment based 0 00 on the baselines Click here to save Cancel Copyright 2014 Mansion Publishing 76 Page 5 When you are ready to print the Service Variables and Baselines a Navigate to the Service Variables and Baselines screen b For Windows users Click File Page Setup Set the Margins for the report to 0 5 for the Left Right Top and Bottom margin Click OK c Click File Print d The print screen will appear for you to preview the document i Click Print in upper right hand corner to print 11 Click the red X if you do not want to print YOU SHOULD NOW HAVE PRINTED SERVICE VARIABLES AND BASELINES Section 13 Entertainment and Events The Ballet of Service The Ballet of Service is known as the art of creating entertaining styles and practices unique to a particular Employer Family Resid
13. Parasol Pookies Gourmet Dog Food Sheet pans for baking Spic and Span Cleaner po0000000 pm Location Wine Cellar Feather dust all frames and bottles f Inventory and organize in proper areas Recurring Weekly i Label any areas with new bottles Every zz week on D BECOB Copyright 2014 Mansion Publishing 58 Page 17 The Task List window will appear 18 Click All number to show all Task Sheets To create another Task Sheet click Add Task 19 To create a duplicate task click Duplicate in the bottom left An identical task will be created Double click to modify it ask last Sete File Edit Configure People Service Environment Scheduling Entertainment Tools Help Pa Servic standards an seach RD ET Recurring All Estimated Time Description Category Location 01 00 Powder Room Task Sheet Housekeeping Standards Search for a task sheet type name of task h h sheet here To search by a location click drop down menu and select a location to search Note press Enter on your computer keyboard when you are ready search NM Add Task 20 When you are ready to print a Task Sheet click Scheduling on the Task List window toolbar or click Scheduling Calendar on the main menu hask ist File Edit Configure People Service Environment All Service Standards a Tasks Ctrl kK Protocols Daily Graces Staff Calendar Sep e
14. Starkey Service Management Software If this is the first time using the Service Management Software you must go to each item on the Service Management Model in order following the arrows To formulate and customize a service plan and to understand specifically what your Employer Family or Guests expect several steps may be necessary For some service delivery plans all steps or information may not be required Before scheduling time with your employer review the process some information may be known to you or your staff already STANDARDS MATRIX Be sure to obtain permission from your Employers Family or RE gak Guests before acquiring personal information about them 10 SE RVICE STA NDARDS es ARE from others BASELINE FORMULAS amp SERVICE VARIABLES Confidentiality Statement Professional service providers should sign a confidentiality agreement before completing the people steps in the Service Management Software Program Identifying and Managing Service Expectations To formulate and customize a service experience you must first create a mutual frame of reference by using a process and terminology designed to identify and communicate 5 J service expectations There are five steps necessary for THE SERVICE MATRIX Copyright 2014 Mansion Publishing 16 Page a Semice Vision Fie Edit Configure People Service Environment Scheduling Entertainment Tools Help Service Vision 4 desired lifestyle and quality of li
15. Table to add a table A rectangle table will automatically appear h Type the Name of the table and tab to enter the number of Seats Total available i To change the shape of the table highlight the Name of the table then select the Table Type from the list of three in the Table Type box on right side Fill out this Guest List tab prior to Seating tab amp Entertainment entry Window File Edit Event Details Service Standards Menu Seating Guest List Service Staff Logistics Planning Order of Service Table Host Seats Remaining Seats Total 4 Fill out seat total here Fill name of table out here lt lt Click here to add a table Add Table Unseated Guests ia Guest list will automatically appear N here once guests are aoe under the Guest John Smith List tab Jane Smith Lisa Someone able Type Click on your tangle Table table shape here Table Host Select Copyright 2014 Mansion Publishing 81 Page j Once you have selected the shape of your table drag the name of each guest to the spot where you want them to sit k As you drag the names around the table they will appear with a name and a circle a Vententanment entry Window File Edit Event Details Service Standards Menu Table Host Seats Remaining 1 Seating Guest List Service Staff Logistics Planning Order of Service Seats Total 4
16. Technical Skills Matrix 1 Navigate to the main Management Model screen 2 Click Technical Skills Matrix under the people column or click Service Technical Skills Matrix from the main menu 3 The Technical Skills Matrix will appear as a graph a Ifyou entered colors for your standards see Section 11 The 10 Service Standards the graph will appear in the colors you selected Here is an example Technical Skills Matrix File Edit Configure People Service Environment Scheduling Entertainment Tools Help Technical Skill Matrix Left Light Bar Standards Matrix Right Dark Bar Average Technical Skills 4 To print the Technical Skills Matrix Copyright 2014 Mansion Publishing 92 Page a Have the Technical Skills Matrix open b For Windows users Click File Page Setup Set the Margins for the report to 0 5 for the Left Right Top and Bottom margin Click OK Click File Print from the menu The print screen will appear allowing you to look at the document prior to printing a 1 To print click Print in upper right hand corner 11 If you do not want to print click the red X in upper right hand corner YOU SHOULD NOW HAVE A PRINTED TECHNICAL SKILLS MATRIX Copyright 2014 Mansion Publishing 93 Page Section 20 Day in the Life See Section 5 Family Schedules and Day in the Life Section 21 The Service Matrix Hours will automatically drop into the Service Matrix by employee as you crea
17. a For Windows users Click File Page Setup Set the Margins for the report to 0 5 for the Left Right Top and Bottom margin Click OK b Click File Print c A window will appear asking you How would you like the report to print You can select what you want to print for the profile by checking the Detailed box Favorites box or Technical Skills box i Ifyou only want favorites check the Favorites box only ii You will see two boxes under the checked Favorites box Condense Favorites and Page Breaks after Service Standard Category iii If you would like each favorite standard to start on a new page click Copyright 2014 Mansion Publishing 20 Page Page Breaks after Service Standard Category iv If you would like to condense the favorites to only the favorites you have typed click Condense Favorites YOU SHOULD NOW HAVE PRINTED FAVORITES Copyright 2014 Mansion Publishing 21 Page Section 5 Family Schedules and Day in the Life Using calendar and creating a Schedule or Day in the Life Creating family schedules could be a part of your administrative duties while managing a household The Starkey Software is designed to aid you in the scheduling process Over and above creating family schedules you will be asked to create Day in the Life Schedules The Day in the Life as you have learned is a management tool which provides a time oriented schedule listing the duties for each day with the approximate starting and en
18. are printing multiple days and do not need each day on a new page 800 Print View Day in the Life Date Range 1 14 14 to 1 15 14 Name Chef Smith M Include Protocols and Inventory _ Each Day Starts a New Page M Condensed View Selected j Click View Selected to preview the report k A print screen will appear for you to preview what the schedule will look like on paper l In the upper right hand corner click Print Copyright 2014 Mansion Publishing 26 Page m The computer print screen will appear n Select the printer you would like it to print from o Click Print YOU SHOULD NOW HAVE A PRINTED SCHEDULE OR DAY IN THE LIFE Copyright 2014 Mansion Publishing 27 Page Section 6 The Environment We have now moved on to the right column in the Service Management Model the Environment For this next section you need a copy of the blueprints for the home you are creating on your computer in an image form Adding Sites Floors 1 2 3 4 5 6 7 8 9 Start by adding the Sites Floors for the house From the main menu click Environment Sites Floors The Site Floor Plans screen will appear Click Add Site Floor Type the name of you main house for example Starkey Mansion then press enter on your computer keyboard Click Add Site Floor Type 1 floor press enter on your computer keyboard Click Add Site Floor Type 2 floor press enter on your computer keyboard 10 Re
19. at the bottom right hand corner e A print screen will appear which will allow you to preview the task sheet 35 Click Print in upper right hand corner when you are ready to print i Ti EEx View Personal Task List Date Range 9 12 2010 to 8 13 2010 Name John Smith WEeponi John Smith Task List for Thursday August 12 2010 to Friday August 13 2010 Thursday August 12 2010 Duration Task Service Reciever 01 00 00 Powder Room Task Sheet ist Floor 1 Powder Room Task Sheet ist Floor daily powder room task list for housekeeper 13 Straighten and put items in proper locations ib Ceiling light and Fixtures dust From the top down inside out including light bulbs ie Vanity remove all iterns from countertop and wipe clean Inventory items and note any taht need replacing clean countertop Replace items as they were id Mirror clean checking for streaks or spots te Sink clean sink including base anf fixtures Buff dry with lint free cloth iF Toilet Clean inside of bowl with cleaner and toilet brush Clean outside using small brush to get into smaller areas ig Area Rug Remove and vacuum ih Tile Floor sweep and mop Include Prote Rugs Towels and Toiletries put area rug back once Aoor is dry restock and li replace towels and toiletries as needed 1j Peak toilet paper ek o als Cas mes amp smth sso me tomes be Le mtootmbiomed Polen oll olo wanan an mem alo oho Copyright 2014 Mansion Publishing 65
20. just click and drag it down it will stay at the same level as the Guest Bedroom as we learned in the example above To create a sub level under the Guest Bedroom Click and drag the Guest Bathroom down until you See the black horizontal line appear under the Guest Bedroom Press and hold the SHIFT key on your keyboard Drop the location and let go of the Shift key Guest Bathroom now appears as s sub level under Guest Bedroom Reorder to a different level In this example you want to move the Office location to the Ist Floor at the same level as the Living Room Powder Room and Dining Room Click and drag Office until you see a black horizontal line appear directly under 1 Floor Drop it there Office is placed at the same level as the other Ist Floor locations at the bottom of the list Reorder to a different level and create a new sub level In this example you want to move the Media Room location to appear under the Living Room on the Ist Floor Click and drag Media Room until you see a black horizontal line under Living Room Drop it there Media Room is placed under the Living Room location Copyright 2014 Mansion Publishing 39 Page Section 7 Zoning Now you have created a locations list for your home The next step 1s to zone the home Zoning is the process of designating areas of function within the Physical Structure and Service Environment Zoning delineates the physical areas around which to plan the timing and location of t
21. like people profiles see page 7 You can drag in as many photos as you would like but note only 3 will appear in this box Copyright 2014 Mansion Publishing 32 Page Notes e You only need to fill out the location tab and area tab information once However you can add photos to as many location profiles as you would like You will always have to select a Site Floor for every location e Do not worry about the zoning drop down menu at this time we will cover that later in the manual e Once you are ready to navigate away from this page click OK in bottom right corner to save The location list screen will appear Copyright 2014 Mansion Publishing 33 Page Create Floors and Rooms 1 By now you should have created the main house location profile You are now ready to create floors and rooms in your location list a Click the main house location name 1 You will see at the bottom left corner the box change from Add Space to Add to Starkey Mansion Click Add to Starkey Mansion A new location profile will appear Type into the Name field 1 Floor and select 1 floor for the Site Floor Note Site Floor selection is REQUIRED The software will not allow you to continue S CUT in Locations if you do not select a site floor f Add pictures if you would like by dragging them into the software See page 7 a ast Hoor AGDE Location Area Name 1st Floor Site Floor 1st Floor e m ema Terrain Selec
22. main Starkey Management Model screen 2 Click Expense amp Shopping Lists under the Environment column Both lists will appear in separate screens a Orclick Environment Expense List or Environment Shopping Lists from the main menu depending on what you need a Service Management Model Fie Edit Configure People Service Sp sey Scheduling Entertainment Tools Help s a Locations Ctrl H Sites Floors AS fi Zones TT SERVICE vie b D ee Expense List a PEOPLE Shopping Lists Inventory Ctrl I rm ry Shopping Lists b For this section we will start with c On the main Shopping List window to add a new shopping list click Add Shopping List in the lower left hand corner d To open an old shopping list 1 Click All number on the upper left hand side 11 Double click the list you would like to open 111 Make changes as needed e If you are making a new list after clicking Add Shopping List the Shopping List new window will appear Click symbol to start adding items to the list g Also you can fill in the fields at the top by clicking on the field or drop down menus Copyright 2014 Mansion Publishing 83 Page i Su vuine bist isi Click drop down menu 2 Par List Type Discounts Bonuses to add a Tender Type em Description Purchase Loc Item Type Qty Price Actual Qty Actual Price To add a new Tender Type click edit in the
23. nas cn nee aa aa 83 VENTO NG aa sa a aa Ta aa re en ee Rd A A ee pa aa Ta aa eae 8 Maintenance Documentations ssh onda ANG BAE KG maap ka a aaa 90 New Stal and Vendor Serenes Anaa ag a ote E A BA tte a a aa a a BA ancien 91 Technical SKINS QUANTISE sasana aaa akak ga NAN eaaa a AG aa ga a aaa RN a AIR BA aa a aaa a aapa a aaa 91 Technical SKINS MAUI aa sasa aana anaa d aaa Bag aja aaa a ap a Gg aa a a DAS a Kg Edan a a daa a a a ai a 92 DAV I ENG RTO naa ag aan ad a aa a le a a aka aaa a Ga na Ga a oi Ge 94 THE SENICE MIK cases tad canna aa aa a ana E I A a a A a a ana ad ala 94 Configuring the Software Windows and Mac 95 2014 Mansion Publishing 3 Page Copyright 2014 Mansion Publishing 4 Page Welcome to Starkey s HQ Private Service Management Software You have purchased this software to aid you in your household management work Once you have installed the software you are ready to begin using the program Creating a New Project 1 Find the Starkey HQ icon on the desktop of your computer and double click the icon a The Welcome to HQ screen appears You will be asked Would you like to open a recent file open another project or create a new one Welcome toss File Size 518 0 KB After project is created it appears here Highlight it and click Open in the bottom right corner Or double click the project Open Other 2 In the lower right hand corner of the screen click New a The computer
24. receiver h Later on in the manual we will add inventory items to the software which you can add to a Daily Grace if you would like i Select the recurrence of the Grace if applicable in the Recurring drop down menu 1 Select if the recurrence ends 1f applicable jJ Click OK when finished Copyright 2014 Mansion Publishing 68 Page Me Daly Grace Entry Window AE Tle Description Turn on lights Unlock Front door de ee a dvi D Al Day Event gt End 3 12 2010 7 30 4M When the screen appears these spaces will be blank Type start Location Starkey Mansion and end times in these boxes Inventor Items Service Recievers Mary Louise Starkey all 2 Suggested Recurring Ending never v x 10 The Daily Graces window will appear The Daily Grace is automatically added to the calendar 11 To print Daily Graces a Click to highlight the Service Provider who is performing the Graces you want printed b For Windows users Click File Page Setup Set the Margins for the report to 0 5 for the Left Right Top and Bottom margin Click OK Click File Print from the menu d A print preview screen will appear e Click Print in the upper right hand corner of the screen to print the document F YOU SHOULD NOW HAVE PRINTED DAILY GRACES FOR THE INDIVIDUAL YOU SELECTED Copyright 2014 Mansion Publishing 69 Page Section 10 The Standards Matrix The Standards Matrix is a manag
25. right hand corner 11 Ifyou do not want to print click the red X in upper right hand corner YOU SHOULD NOW HAVE A PRINTED INVENTORY LIST Copyright 2014 Mansion Publishing 89 Page Section 16 Maintenance Documentation The Maintenance Documentation area of the software allows you to enter maintenance items that need attention The Starkey Software has the ability to help you with documenting maintenance issues 1 2 3 4 5 6 7 8 9 Navigate to the main Management Model screen Click Maintenance Documentation under the Environment column or click Environment Maintenance Log from the main menu The main Maintenance Log window will appear To view already added items click All number to show items added You can sort by the Status of the item Open Closed or All To add a maintenance item click Add Item in the bottom left hand corner A new Maintenance Item window will appear Enter the Reported Date and the Reported By fields Expand the Location and click where the maintenance item is located A blue dot will appear to the right of your selection and then the Location hierarchy will close Enter information in the other fields Additional Location Details Issue Description and Service Provider 10 When the maintenance item is finished enter the Closed Date and the Closed By fields 11 Click OK to save 12 When you are ready to print a maintenance item a Navigate to the main Maint
26. save screen will appear Copyright 2014 Mansion Publishing 5 Page b You can save your project anywhere on the computer s hard drive 1 You cannot save the project on any removable hardware as it will not open on any other computer Save in 4 4 My Recent Documents Desktop My Documents E My Docunents CH My Music A My Pictures Click on the drop down menu to select the folder you want to save to Click Save when you are 3 Name your project here ready to save the My Computer 3 Mu Network project to the folder you selected File name HO v Save as type v 3 Once you have named and saved your project The Starkey Service Management Model screen will appear with the People window The People window will only appear at the initial install of the software GREAT YOU HAVES UCCESSFULLY CREATED A NEW PROJECT Note The People window will appear and you will want to create yourself as the household manager foll owed by adding all individuals in your service environment See next page on how to add people to the software Copyright 2014 Mansion Publishing 6 Page Section 1 The People People Profiles The People is a term to include all persons participating in the Service relationship all those receiving service such as the Principals family members residents Guests and all those providing service such as full and part time
27. should look like once you have completed it The graph is created from the completed qualifier Add Shared Emergency Numbers 1 Click People Shared Emergency Numbers from the main menu 2 Click Add Shared Emergency Number 3 Enter Name Phone and Description Click OK Section 2 Backup The software 1s designed to automatically backup and save every time you click OK in a window It is also set to automatically back up at regular intervals To view or change the Backup settings 1 Click Edit Preferences from the main menu Note On a Mac click Starkey HQ Preferences Copyright 2014 Mansion Publishing 14 Page Service Management Model asia Configure People Service Environment Scheduling Entertainment Tools Help Undo Ctrl Z Cut Ctrl x Copy Ctrl C Paste Ctrl V Delete Select All Ctrl Preferences 2 The Preferences screen will appear 3 The Backup on Start Up option is selected This ensures that the data is backed up when the software starts Keep this option selected 4 The Timed Backups option is also selected The default is 60 minutes If you would like to back up more or less frequently change that number 5 The software displays when the last backup was performed and allows you to back up instantly by clicking the Backup Now button 6 The Show Service Management Model on Start Up is also selected Keep that option selected unless you do not want to see the main Service Management window w
28. 1 Page a Under the Location tab you will fill out generic information about the property b Under the Area tab you will fill out information about the surrounding areas of the home including acreage climate urban access community affiliation surrounding area service flow challenges utilities and emergency contact information c Ifyou see this symbol you must click it to fill in the fields Start with the location tab by filling in all fields on the left side of the screen You can also drag photos into the profile the same way you did with people profiles e When moving to the right side of the Location tab click the Site Floor drop down list and select one of the site floors set up previously Select the Site or Floor which corresponds with the location you are creating For example if we are creating the location Starkey Mansion we would select the Site Floor Starkey Mansion If we are creating location 1 floor we would select the Site Floor 1 Floor If we are creating location master bathroom we would select the floor it 1s located on f Ifyou need to add or delete sites floors click Edit in the drop down list and the Site Floor plan window will appear Follow the steps on the previous pages for this screen UStarkey Mansion Ja Location Area Name Starkey Mansion Site Floor Select lns Edit Photo Gallery Drag and drop photos here to add them to the gallery Drag in photos
29. 2 Page fe 1 ploidy Mei Edi File Edit Zones Zone Sites Floors Name Description Locations ist Floor Zone 1 1st Floor Zone 1 Living Room ist Floor Click the colored box to select the color of the zone Click here to add another zone Add Zone it LH Ver Click OK to leave the PAST FLOOR PAN zoning screen to save The polygon can be used to color zones which are not The rectangle can be used to color zone rectangles which are rectangles E e 10 The screen shot above is what the screen will look like after you have added a zone 11 You can select a color you would like to color the zone by clicking the colored box in the left hand corner next to the name of the zone 12 Once you have selected the color you are ready to color the zone on the blueprint 13 Start by looking at the zone you are about to color a Is it rectangular i If yes use the rectangle zone tool 11 If no use the polygon tool b You can also use a combination of both to color the zone 14 The following screen shots will show you how to color a zone step by step 15 If you would like to zoom in to see the blueprints better you can click Zoom In To zoom out click Zoom Out Copyright 2014 Mansion Publishing 43 Page File Edit Zones Zone Sites Floors Description Locations ist Floor Zone 1 Living R ist Floor na LG T Add Zone a 130x120 g Suit to ena e
30. Here is an example of a completed list Copyright 2014 Mansion Publishing 29 Page Site Floor Plans File Edit Name Site Floor Plan ist Floor 2nd Floor 3rd Floor Basement grounds Sky Suite Jet E 2 Zt i 33 4 3 Add Site Floor Delete Site Floor Set Plan Clear Plan Copyright 2014 Mansion Publishing 30 Page Adding Locations When setting up an environment first create the estate as the top level location and then add properties such as home guest house etc under that estate Follow the steps here 1 From the main Service Management Model page click Physical Structure under the Environment column or click Environment Locations from the main menu 2 The Locations screen will appear You will now begin to add your locations Note Make sure before you begin you understand the hierarchy of the home The first location you want to add is the overall home or the estate For example you would start with Starkey Mansion as your first location You can do this by clicking Add new location at the bottom left hand corner After that you can add the sub properties under the estate such as home guest house and so on Name Starkey Mansion 1st Floor 2nd Floor 3rd Floor Guest House 13 Spaces in 1 Location 3 Click Add new location 4 The Physical Space Entry Window will appear There are two tabs for location profiles Location and Area Copyright 2014 Mansion Publishing 3
31. Here you can change the times Note the AM description of the and PM must be changed if needed event Note this F Start 9 10 2010 10 30am 47 All Day Event does not show on 7 CI La the print out of the End 8 10 2010 11 00 AM Dayin the Life Click drop down menu Type Appointment to select a Service Standard Administrative Standards Type Click Location lt l drop down Inventory Items menu on Service Standard to select the Service Providers Service Recievers standard the John Smith CT Mary Louise Starkey event falls under Pa O All Suggested O all Suggested apaa a a Recurring provider who is providing the service Note the service provider can be anyone in the environment The service providers name is Event recurring options not applicable attached to their Day in the Life Note a profile must be created for If the event is recurring you can Click the drop down menu to select the recurrence the service provider in order for their name to show up in this box 6 Follow the above text boxes to create an event 7 Once finished click OK to save Copyright 2014 Mansion Publishing 24 Page 8 When you are ready to print a schedule you have created a Go to your calendar and click the date you want to print b For Windows users Click File Page Setup Set the Margins for the report to 0 5 for the Left Right Top and Bottom margin Click O
32. K c From the menu click File Print endar Edit Configure People Service Environment Scheduling Entertainment Tools Hel Management Model Sunday Monday Tuesday wi 8 9 10 New Ctrl N Open Ctrl O Import Export Page Setup Ctrl Shift P Print Ctrl P I Tuesday AM 10 00AM 11 00 AM Exit rr angaro Event Type Locations People Hah amp d A print screen will appear Click the drop down menu next to View at the top of the print screen Click the schedule you wish to print a Mint Select Date Range 9 10 2010 to 8 11 2010 Personal Task Schedule Location Task Schedule Personal Task List Location Task List Click drop down menu to Please select a report category abo select schedule personal schedule or day in the life you wish to print View Selected Copyright 2014 Mansion Publishing 25 Page e A list of service providers and receivers will appear Highlight the individual you wish to print the schedule for f Confirm you have the correct Date Range for the day you have selected The date range is from the day you want to the next day For example if you want to print a schedule for 1 14 14 the date range MUST read 1 14 14 to 1 15 14 g Click Include Protocols and Inventory if needed h Click Each Day Starts a New Page if you are printing multiple days and need each day to start on a new page i Click Condensed if you
33. Page 36 If you Click Location Task List a The Location List you created will appear Expand the main house to your floors by clicking symbol Click box next to the Floor where the Task Sheet will be completed Click Include Protocols and Inventory box in lower left hand corner M OS Click View Selected in lower right hand corner Pin Salk view Location Task List Date Range 8 12 2010 to 8 13 2010 Location E Starkey Mansion V 1st Floor AY 2nd floor Include Protocols and Inventory Each Day Starts a New Page Condensed View Selected f A print screen will appear g Click Print in upper right hand corner when you are ready to print Mm fe vere ist Floor Task List for Thursday August 12 2010 to Friday August 13 2010 Thursday Sugust 12 2010 Duration Task Place Service Provider 01 00 00 Powder Room Task Sheet ist Floor John Smith 1 Powder Room Task Sheet ist Floor daily powder room task list For housekeeper ia Straighten and put items in proper locations ib Ceiling light and Fixtures dust from the top down inside out including light bulbs 1 Vanity remove all items from countertop and wipe clean Inventory items and c note any taht need replacing clean countertop Replace items as they were id Mirror clean checking for streaks or spots ie Sink clean sink including base anf fixtures Buff dry with lint free cloth Toilet Clean inside of bowl with cleaner and toilet br
34. T NGON PUAN Click Polygon Box will turn gray color and mouse will turn into a hand with pointer finger with a colored dot 27 Start by clicking Polygon at the bottom of the screen the polygon box will turn gray 28 The mouse will turn into a hand with a pointer finger and a colored dot 29 Click any corner of the shape you are coloring a Click each corner working in a circular motion b You will see the color start to expand c When you have clicked every corner in a circular motion click the first corner you started with meaning the corner you start with will be clicked twice 30 The software will automatically label the zone based on the name you have given it Copyright 2014 Mansion Publishing 47 Page Mm Fone tioo Hanm Editon File Edit zones Description Locations ist Floor Zone 1 Living Room ist Floor Click here when you are ready to add another zone BAR Zone Sites Floors ist floor Add Zone am LH piee S ZONE gi Aa i atu 1 ae FF 7 CA zone i PAT NGON PUAN 31 To delete a colored area ofa zone a Click the area you wish to delete b You will see dots in each corner appear 32 Press Delete on your computer keyboard Finished colored area should look like this based on the color you have chosen Click here to Save Cancel 33 When you have completed coloring all areas in a zone you are ready to add another zone 34 To add anot
35. The software will automatically number the tasks starting with the first task being number 1 5 When you are ready to add the next task click 6 You must go in order of the tasks you want completed The software will not allow you to add a task out of order Copyright 2014 Mansion Publishing 56 Page is Hien BAR Fie Edit Configure People Service Environment Scheduling Entertainment Tools Help Name Clean Powder Room Description 1st Floor daily powder room task list For housekeeper Time Minutes 1 2 Description Straighten and put items in p Ries as A m he ton dc insi j a2 Dust From the top down in se 2 aly we Note we have a total of 4 minutes used so far The 4 minutes is being added at the bottom Total Time 4 mins 7 As you type in the number of minutes for each task it is being added up at the bottom a Remember at the beginning of creating this task sheet we said it would take an hour to complete Meaning you have 60 minutes to use for this task sheet You can also change the time if you need more or less time for the task sheet 8 Click to continue adding each task 9 Once you have added all your tasks click OK in the bottom right hand corner 10 The Add Protocol window will appear 11 Click Show All number 12 Highlight the Task sheet you created 13 Click Add at the bottom right hand corner Copyright 2014 Mansion Publishing 57 P
36. added a Quick Time video Protocol T x File Edit Configure People Service Environment Scheduling Entertainment Tools Name Organize Butler Pantry Silver Drawer Description Time Minutes Description 50 Shine all silver 25 organize from left to right Knives Spoons Forks Accessories Total Time 75 mins Copyright 2014 Mansion Publishing 55 Page is Hien ME File Edit Configure People Service Environment Scheduling Entertainment Tools Help Name Clean Powder Room Description 1st Floor daily powder room task list For housekeeper Description of the task sheet here Name of the task Sheet here After clicking the symbol the cursor will appear here type your 1 task here The software will automaticall Time Minutes number the task starting 3 A with 1 Straighten and put items in proper locations After filling in the 1 task click in this space to fill in the amount of time Time is always in minutes The software will Total Time 0 mins automatically add up the minutes you type into the Cancel Time Minutes field 1 After clicking the symbol the cursor will appear in the Description column 2 Type the first task for your task sheet 3 Click the gray space under the Time Minutes column 4 Type the number of minutes to perform the task You will notice a number in the column
37. age 14 The Task Entry Window will appear with the added protocol list in the upper right hand box 15 Highlight the protocol and the task list will appear in lower right hand corner box 16 Click OK a Wask Eny Window Description Protocols Powder Room Task Sheet Name Description Powder Room Task Sheet ist Floor daily powder room task list Estimated Duration Service Standard Housekeeping Standards Inventory Items Location ist Floor Recurring Daily Straighten and put items in proper locations Ceiling light and Fixtures dust from the top down inside out i Vanity remove all items From countertop and wipe clean Inven Mirror clean checking for streaks or spots Sink clean sink including base anf Fixtures Buff dry with lint fr Toilet Clean inside of bowl with cleaner and toilet brush Clean Area Rug Remove and vacuum Tile Floor sweep and mop Rugs Towels and Toiletries put area rug back once floor is dr p WON OO BR CN ee H Event recurring options not applicable aie Cancel This is an example of a finished task window including a Quick Time video Task Entry Window Description Protocals Organize Wine Cellar Description Need Feather duster inventory she Estimated Duration Service Standard Entertainment Standards La Inventory Items Coffee Craftsman Lawn Mower Jack Daniels Micro Fibre Cloths green Murphy s Oil Soap Painting Woman with
38. ain menu 2 Click Add Inventory Item 3 Click the Type drop down list 4 Scroll to the bottom and click Edit in the list 5 The Inventory Item Type Values screen will appear 6 Youcan add modify and delete Inventory Item Type Values 7 To add a value click the symbol type the new value and press Enter 8 To modify a value double click the value to make the cursor appear in the text Modify the text as needed and press Enter 9 To delete highlight the value and press Delete on your keyboard 10 Click OK to save or navigate away from this page Mac To configure Entertainment Service Type Categories 1 Click Entertainment Entertainment Events from the main menu 2 The Entertainment Events screen will appear 3 Click Add Entertainment Event The Entertainment Entry Window appears 4 Click the Type drop down list 5 Scroll to the bottom and click Edit in the list 6 You can add modify and delete Entertainment Service Type Values just as you did with Inventory Item Types 7 Click OK to save or navigate away from this page Copyright 2014 Mansion Publishing 96 Page a 1 mm WW A Ng Vy a 4 DA f F KK f F nn f 4 iW g 4 J gt 4 i x N N _ N N ana ad A kaa lt lt CErrrpreariOS SETTING STANDARDS IN PERSONAL SERVICE Starkey International Institute for Household Management 1350 Logan St Denver CO 80203 303 832 5510 877 STARKEY Copyrig
39. ality agreement before completing the people steps in the Service Management Software Program Identifying and Managing Service Expectations To formulate and customize a service experience you must first create a mutual frame of reference by using a process 5 us a and terminology designed to identify and communicate service expectations There are five steps necessary for HE SERVICE MATRIX Copyright 2014 Mansion Publishing 22 Page 2 Calendar will appear 3 To create a schedule or Day in the Life click the date you want to make the schedule 4 Click the box under the time you want to start the schedule Calendar File Edit Configure People Service Environmer aedulinn _Enterkainmer aale Helr Use these arrows to navigate through the different months August 2010 Sunday Monday Tuesday Wednesday Thursday Friday Saturday ee 9 10 11 12 13 14 7 Ed a 16 17 23 24 i 30 N Monday August 09 2010 Service Standard CN Event Type Locations People Click the day you want to do the scheduling Click in these spaces to create a new event for the schedule for Ed Untitled Tasks Suggested O all Estimated Time Description Category Copyright 2014 Mansion Publishing 23 Page Type title of the event meeting or task here olx 5 The New event box will appear event Eny Window Title Mew Event Description You can make a
40. also known as Protocols 6 For this example we will be making a daily task sheet for the 1 floor powder room 7 Follow the instructions in the screen shot below to enter data in the fields Clean Powder Type description of the task here Protocols Room Description Type the amount of time you want for the Task sheet The example shows 1 hour Click symbol to add protocols also known as Tasks Estimated Duration Service Standard Housekeeping Standards Av Click drop down menu and select the service standard the Task sheet falls under We will be putting inventory items into the software later on in the manual Do not worry about this right now Location 1st Floor an These two boxes will Click drop down menu to select the recurrence become very important of the task sheet If you chose anything other when it comes to assign than Daily a calendar will appear under the the task list and or print it selection You must then select when you want the task to occur Event recurring 8 Inthe above screen on the right hand corner you will see the Protocols box 9 To add a protocol also known as a Task click the symbol We will go over Videos QuickTime later in this guide 10 The Add Protocol window will appear Copyright 2014 Mansion Publishing 52 Page ld Protocol Sas Al Search ame Description Cursor will be in the box when 4 win
41. amp SERVICE VARIABLES A THE SERVICE MATRIX Fi Copyright 2014 Mansion Publishing 75 Page 2 The Service Variables and Baselines screen will appear 3 Click each box to fill in the information 4 The software will automatically add the total number of hours based on the Starkey baselines at the bottom right hand corner of the screen This is the number of hours the home should be serviced but based on your variables this number may be different The variable hours are not reflected on this screen Semice Variables and Baselines File Edit Configure People Service Environment Scheduling Entertainment Tools Help This is the total number of days a Service Variables week the home is This is the number of 5 4 serviced Family members permanently og Service days per wee og h the h ou k cg 7 in residence Mon Sun 7 30am 9 00pm serviced during the day Meaning if your fircbemploves arrives Childrenjelders in the home og Level of service standard select A at 6 30am and last employee leaves at Pets in the home oo Level of staff and skills required Select v 6 30pm then the home is serviced for Service hours per day oo 12 hours a day Service Baselines Avg Hours Avg Hours People requiring oo 0 00 Number of landscaped acres 00 0 00 administrative support j SE 65 75 hours per acre 2 hours daily for Family of 4 Square feet requiring maintenance og 0 00
42. anak ES a 7 Es a 22011 Vi VE IE BIS 4 4 ws se een Ba ee ot POT NGON PUAN Click on Rectangle The box will become gray and mouse will turn into a hand shape with a colored dot Polygon Rectan RE 16 We want to color the 3 car garage on the right hand side of the blueprint and it is part of the zone we are coloring 17 It is a rectangular shape therefore we will click Rectangle at the bottom of the screen 18 The box will turn a gray color and the mouse will turn into a hand with a finger pointed with a colored dot Copyright 2014 Mansion Publishing 44 Page File Edit Zones Zone Sites Floors Name Description Locations Zone 1 ist Floor Zone 1 Living Room ist Floor Add Zone E il HE Start by clicking the top left corner of the rectangle You will see the color start to expand as you drag the mouse to the lower right 4 hand corner Click the 4 ost lower right hand corner of the rectangle to color this part of the zone PAT NGON FAR Polygon E 19 Start by clicking the top left corner of the rectangle 20 You will see the color start to expand as you drag the mouse to the lower right hand corner 21 Click the lower right hand corner of the rectangle to color this part of the zone a You can also do this in the opposite direction by first clicking the upper right hand corner and dragging the mouse to and clicking the lower left hand corner 22 To delete a colored area of a zone
43. ancel in the lower right hand corner Person Entry Window File Edit First Name Drop Photo Here Family Middle Mame Birth Place Grew Up Current Residence Address You must create a profile for each parent prior to filing in these fields Select a role prior to moving onto other tabs Role Employee Family Member Principal Copyright 2014 Mansion Publishing 9 Page Spouse From To Click here to add Favoritefame spouses 5 Adding a picture to the Profile a Start by having the Personal tab open to where you want to add the photo b Then open where you keep your photos on your computer c Have both windows open side by side d Click and hold on the photo you would like to add and drag it into Drop Photo Here 6 When you are ready to leave this page click OK to save Li Le x File Edit ee Personal Health Lifestyle Favorites Correspondence Technical Skills manual pics BEAR File Edit View Favorites Tools Help a Q Bak QJ Search Key Folders Address D manual pics First Name Mary Drop Photo Here Middle Name Louise Last Name Starkey Favorite Name d wng
44. ble click the event in this window ntenanment Events Click here to show events Theme added Director Click here to add a new event Copyright 2014 Mansion Publishing 78 Page 5 The Entertainment Entry Window will appear OOO Entertainment Entry Window Service Standards Guest List Menu Service Staff Seating Logistics Planning Order of Service Name Located in Name Type Select gt Ast Floor 2nd Floor Start Date Time gt 3rd Floor Arrival Departure Theme Occasion Director x Host kii Attire Note Cancel OK 6 On the Entertainment Event Entry Window there are 8 tabs The 8 tabs make up the Ballet of Service 7 Like the people profiles and location profiles to fill in a field click the field you wish to enter and begin typing a On the Event Details tab you will see the location list appear on the right side of the screen To expand the location list click the symbol next to the location you wish to expand Make sure to select the room s where the event will take place b Each tab has fields to fill out If you see a symbol click it in order to fill in the fields The Guest List tab must be completed prior to completing the Seating tab Copyright 2014 Mansion Publishing 79 Page d On the Guest List tab click the symbol to add a guest 1 The Guest drop down list displays names of people already added in the system If the guest is not in the system
45. bles students to be Familiar with using the Starkey Service Management Software and complete their Household Manager s Book Students are provided with the necessary hands on experience including Daily Graces and Zone Cleaning working in a fully equipped kitchen and caring for and serving in formal entertaining areas The institute has a Formal wine cellar to support education about sommelier service and wine cellar management The students delight in planning an entire formal dinner including preparing Food arranging the flowers setting the formal table and performing mirrored service Students learn to entertain with the finesse of presenting a theater ballet production The complete laundry and maintenance rooms provide the hands on experience all Household Management Graduates will need Student s gain knowledge and skills in cleaning and detailing designing flower arrangements care of silver rug care men s and women s fine couture Fur care care of masters level art fine stationery environmental issues home security fire safety CPR and emergency first aid Most of the students live in the mansion during the classes They typically attend classes from 7 30 am to 5 00 pm Monday through Friday They eat their meals in the mansion and are free to come and go after school hours Their uniform consists of khaki pants white shirts navy blazers ties or scarves and brown shoes For formal events the uniform consists of black pants or skirts whit
46. ding times for each employee 1 From the main menu click Scheduling Calendar ENVICE Management Model Set File Edit Configure People Service Environment ET YA Entertainment Tools Help inah Ch Service Management Model Jia Tasks Ctri K F T Defined Starkey s Service Management Model is an Protocols Asst 4 3 Daily Graces DE gt I organizational diagram and will serve as the base menu for Y 10 all service management operations Staff Calendar RTS SERVICE VISION ENV IM Getting Started with the Starkey EOPI F LE VLC j RC YNMEN 2 LEOPLE NVIRONMENT service Management Software If this is the first time using the Service Management Software you must go to each item on the Service Management Model in order following the arrows To formulate and customize a service plan and to understand specifically what your Employer Family or Guests expect several steps may be necessary For some service delivery plans all steps or information may not be required Before scheduling time with your employer review the process some information may be known to you or your staff already STANDARDS MATRIX Be sure to obtain permission from your Employers Family or PSS SRE Guests before acquiring personal information about them 10 SERVICE STANDARDS KAN from others BASELIN E FORMULAS SERV CE VAR RIABLES Confidentiality Statement Professional service providers should sign a confidenti
47. dow opens Click All when the window appears After you click All this box will highlight Click Add New Protocol Cancel Add Protocol 1 The cursor will be in the search field 2 Click All in the top left hand corner 3 Click Add New Protocol in the bottom left hand corner 4 The Protocol Window will appear 5 Retype the name of the Task Sheet in the Name field 6 Type a description of the task sheet in the Description field 7 Ifyou would like to add a QuickTime Video a Download QuickTime for FREE at http www apple com quicktime download b Once you have downloaded QuickTime click the symbol and drag the video into the QuickTime area see example on next page 8 Click the symbol to begin adding each individual task Copyright 2014 Mansion Publishing 53 Page fe Hoien ME File Edit Configure People Service Environment Scheduling Entertainment Tools Help Nem ig Description Retype the Task Name again here Give a description of the Task Sheet like daily or weekly or how long the task sheet should take Click symbol and then drag Quick Time video here like you would drag a photo in Time Minutes Description Click here to type the tasks and time for each task for the task protocol gt a Total Time 0 mins Copyright 2014 Mansion Publishing 54 Page This is an example of what the Protocol screen will look like once you have
48. e Site Floor to be 1 floor Drag in images of what the living room looks like d Click OK to save T A Gaving ROOM Terrain Select Zone Select Pod Starkey Mansion ey PE ss Phone ra Emal UH Photo Gallery Add photos here total of 3 Drag and drop photos here to add them to the gallery Click to save Copyright 2014 Mansion Publishing 36 Page 4 The Location List screen will appear a Click 1 Floor i Notice the box in the lower left hand corner changes to Add to 1 Floor b Click Add to 1 Floor me rer SEs File Edit Configure People Service Environment Scheduling Entertainment Tools Help Name Starkey Mansion ist Floor Note 1 floor is highlighted this is how you Living Room know what floor or site you are adding to Add to 1st Floor Add Space 2 Spaces in 1 Location Space will be added to Starkey Mansion 5 A location profile screen will appear Type the name of the room you are creating in the name field 664 8t floor b In Site Floor menu select c Add photos if you would like d Click OK to save the location 6 You MUST flow these steps for every room on each floor This will become very important when you zone the property 7 To add another floor to your property click your main house or in the example above Starkey Mansion a Then click Add to Starkey Mansion or your home s name b The Physical Space Entry window will ap
49. e changes as needed c Ifyou are making a new expense after clicking Add Expense the Expense screen will appear d Click on the fields to type in them Click drop down menus if needed to make a selection for a field e Also you can add the expense to inventory by clicking Add to Inventory in the lower left hand corner f Click OK to save and navigate back to the main expense screen M Epin BAE Name Click drop Category down menu to make selection Invoice Item Type Select Date Item Description Purchase Location Click here to add expense to Quantity Price Click here to save Cancel Add To Inventory Copyright 2014 Mansion Publishing 85 Page 3 When you are ready to print expenses a Navigate back to the main Expenses screen b For Windows users Click File Page Setup Set the Margins for the report to 0 5 for the Left Right Top and Bottom margin Click OK Click File Print from the menu a The print screen will appear allowing you to look at the document prior to printing 1 To print click Print in upper right hand corner 11 If you do not want to print click the red X in upper right hand corner YOU SHOULD NOW HAVE A PRINTED EXPENSE REPORT Copyright 2014 Mansion Publishing 86 Page Section 15 Inventory Inventory is an itemized or detailed list of objects or property within a Service Environment including household items food products maint
50. e rooms you added will appear Next to each room is a box that you can check Click each box you want to add to the zone Wa ne R 0 Click OK when you have added all the rooms to the zone Copyright 2014 Mansion Publishing 41 Page amp MONEY Window ox Name Description 1st Floor Zone 1 Living Room Click on field to add the name of your zone Click on field to add a description Included Locations Symbol appears after m Starkey Mansion E v 1st Floor Living Room 2nd floor you click symbol Click on box to add the room to the zone The 1 Floor check and Starkey Mansion will appear as you add rooms to the zone The same will Click OK when finished adding rooms to the Zone happen when you are adding zones for the 2 floor 9 Click OK and Zoning Floor Plan Editor will appear with the zone added to the list a The software will automatically display the picture of the floor you are zoning from your location list you created earlier Note If the blueprint or plan does not display once you have selected a location for the zone as shown on the next screen shot this mean that your site floor plan area does not have the blueprint correctly added It could also mean you picked the incorrect site floor plan in your location Check your location areas and site floor area to make sure they are correct See screen shot on next page Copyright 2014 Mansion Publishing 4
51. e shirts black vests and bowties with black shoes While living in the mansion they adhere to the Starkey standards which is of the old quard tradition Starkey has maintained an international leadership position in the profession by placing graduates in homes and estates private service hotels high end residential communities and other hospitality venues all over the world Mrs Mary Louise Starkey is the Principal 1st Lady of Service and Starkey International s Founder and CEO She is on site often and you will Find her in the classroom teaching She maintains a house office on site She lives in a condo close to the school and is often in the mansion for functions Copyright 2014 Mansion Publishing 17 Page 4 Once you ready to navigate away from the Service Vision click OK at the bottom right hand corner This will save your Service Vision If for any reason you need to go away from this screen while typing your Service Vision by clicking OK you are saving the document as you are completing it 5 When you are ready to print your Service Vision follow these steps a Have the Service Vision screen with the complete Service Vision in it open b For Windows users Click File Page Setup Set the Margins for the report to 0 5 for the Left Right Top and Bottom margin Click OK From the menu click File Print A print screen will appear for you to preview what the page will look like on paper In the upper right hand corner cl
52. echnical duties in a Service Delivery system In the Starkey Software you are able to electronically zone the home with the blueprints you have put into the software Prior to starting the zoning process think about how you want to zone Ask yourself what rooms should be put together Remember it takes approximately 4 hours to clean 2 000 square feet Think about how often certain rooms are used Consider how you want to name your zones You will be naming later 1 Start on the main Service Management Model screen 2 Click Service Flow amp Zoning box in the Environment column Or click Environment Zones from the main menu 3 The Zone Floor Plan Editor screen will appear fois Plu Vii Edi Zone Sites Floors Description Locations Add Zone Pogon _ Rectange Copyright 2014 Mansion Publishing 40 Page 4 Click Add Zone in the lower left 5 The Zone Entry window will appear 6 Enter the Name of the zone you are creating a For example you can call the zone Zone 1 Zone A Zonel 1 Floor etc 7 You may add a description of the zone in the Description field 8 To add your rooms for this zone look at the Included Locations box a Click the symbol next to the main house b The symbol will turn into symbol and the floors of your house will appear with the symbols next to each floor Click the symbol next to the floor you are zoning The symbol will turn into symbol and all th
53. ee Entertainment Tools Help Recurring Estimated Time Description Items i Semice Management Model File Edit Configure People Service Environment EST Entertainment Tools Help Calendar Ctri L lt A Tasks Ctrl k Ae si me Protocols SERVICE MAN Pal craces Staff Calendar PEOP SERVICE VISION PEOPLE ERVICI 10 5 Copyright 2014 Mansion Publishing 61 Page 21 The Calendar will appear 22 The Task Sheets you create will appear in the box at the bottom of the Calendar 23 Click the Task Sheet you wish to use The Task Sheet will become highlighted MBEN dar File Edit Configure People Service Environment Scheduling Entertainment Tools Help Monday Tuesday Wednesday Thursday Friday Saturday 2 10 il 12 13 14 z Thursday August 12 2010 A AM _ 10 00 AM 11 00AM____ 12 00PM_____ 1 00PM______ 2 00PM___ Service Standard C Event Type Locations Note the task sheets will appear in this bottom box Click on the task sheet you wish to use to highlight it If you select suggested the tasks will appear Es based on the recurrence Untitled of the task which was selected while creating the task Select All to Tasks Suggested Oall Estimated Time Description Category Items Space show alltasks created in 01 00 00 Powder Room Task 5 Housekeeping Standa ist Floor the software Copyright 2014 Mansion Publishing 62 Page 24 Click the day you wa
54. egory Address Technical Skills ace Breaks after Se vice Standard Category M Page Breaks after Servi andard Categor City State Phone Cell Dm Copyright 2014 Mansion Publishing 11 Page f A print screen will appear for you to preview what the page will look like on paper g Inthe upper right hand corner click Print First Name Middle Name Last Name Favorite Name Birth Date Living Birth Place Grew Up g The computer print screen will appear h Select the printer you would like to print from i Click Print at the bottom right hand corner of the screen Mary Louise Starkey Father Mother Address City State Current Residence j To exit this screen click the red X in upper left hand corner k This will take you back to the main profile page Click another tab category to continue working or to exit the profile screen click OK in bottom right hand comer YOU SHOULD NOW HAVE A PRINTED PROFILE Copyright 2014 Mansion Publishing 12 Page Notes About Entering People e The Starkey Management Service Model will appear after you have created at least one person in the people profiles e From this point on when you open the software from your desktop the main Starkey Management Service Model will appear not the people window e To access the people a Go to the main Management Model page b Click on one of the following boxes under the People column Lifest
55. ement tool used to identify and qualify Service Standards of the People and the Environment The standards matrix is correlated to the Technical Skills matrix to identify levels of Service expectations and required skill level of staff The Starkey Software has developed the Standards Matrix questionnaire which should be filled out by the Principals within the first few weeks of employment If the Principals had a site visit with Mrs Starkey they will have already filled out this questionnaire To access the questionnaire on the software 1 Click Standards Matrix in the center of the main Service Management Model screen or click Service Standards Matrix from the main menu DE MGE itis SiS iil 300 File Edit Configure People ETC Environment Scheduling Entertainment Tools Help vision Standards Standards Matrix Technical Skills Matrix Service Matrix Variables 10 SERVICE STANDARDS BASELINE FORMULAS amp SERVICE VARIABLES gt Copyright 2014 Mansion Publishing 70 Page 2 The Standards Matrix screen will appear 3 You will see the 10 Standards with the symbol next to each one 4 Click the symbol to expand the Standard 5 You will see a series of questions under each standard a If you are printing this questionnaire for your principal to complete expand each standard prior to printing in order to print all questions 6 Click the various boxes next to each question to answer the question Standa
56. enance Log screen b Sort the items you want to print by selecting a Status All Closed or Open c For Windows users Click File Page Setup Set the Margins for the report to 0 5 for the Left Right Top and Bottom margin Click OK d Click File Print from the menu e The print screen will appear allowing you to look at the document prior to printing 1 To print click Print in the upper right hand corner 11 If you do not want to print click the red X in upper right hand corner YOU SHOULD NOW HAVE A PRINTED MAINTENANCE LOG REPORT Copyright 2014 Mansion Publishing 90 Page Section 17 New Staff and Vendors In the Starkey Software when you click New Staff and Vendors the Person Entry Window will appear See Section 1 The People to enter information for individuals Section 18 Technical Skills Qualifier In the Starkey Software the Technical Skills Qualifier can be found in the Technical Skills tab of the people profile for people who have the Employee box selected See Section 1 The People for more information Here is an example William Francis Althoff File Edit Personal Health Lifestyle Favorites Correspondence Technical Skills Company Trade Area Household Manager Trade Description Position Began Service 12 30 2009 Ceased Service 12 30 2009 Skills Administrative Standards Housekeep Culinary St Clothing St Property a
57. enance supplies such as light bulbs or tools collectibles such as china silver antique automobiles and other luxury items The Starkey Software has the ability to help you with the inventory process 1 Navigate to the main Management Model screen 2 Click Inventory under the Environment column or click Environment Inventory from the main menu service Management Model Fie Edit Configure People Service aju Scheduling Entertainment Tools Help Locations Ctrl H Sites Floors Zones Utilities Expense List Shopping Lists Inventory MAINTENANCE Copyright 2014 Mansion Publishing 87 Page 3 The main Inventory screen will appear amp Unventory File Edit Configure People Service Environment Scheduling Entertainment Tools Help All 2 Location All Item Collection All Status All Offsite Name Physical Location Item Type Collection Quantity Author Serial Number Condition Item Use 4 To view already added items click All number to show items added 5 To add an inventory item click Add Inventory Item in bottom left hand corner Copyright 2014 Mansion Publishing 88 Page 6 A new inventory profile screen will appear 7 Three tabs make up the inventory profile item insurance offsite 8 To fill out the fields under each tab click the field and begin typing 9 For drop down menus if you need to add a collection or care product click Edit under the drop down menu 10 If yo
58. ent or Guest All stages of an entertainment event must be choreographed practiced and theatrically produced as a ballet might be This artistic production will include the audience Guests the stage room where the event will take place the atmosphere ambiance the choice of props china silver linen table service style of ballet formal informal or buffet and so on Each Employer Family Resident or Guest entertains in his her own style to meet functional needs of his her lifestyle Service Environment Guest and nature of the event Each Ballet of Service style should be rehearsed with Household or Service Manager and Service Staff to practice and perfect the service Within the Starkey Software under Entertainment Events you are able to fill out a Ballet of Service for an event 1 Go to the main Service Management Model screen 2 Click Entertainment Events under the Environment column Or click Entertainment Entertainment Events from the main menu _ Service Management Model File Edit Configure People Service Environment Scheduling Tools Help Entertainment Events SE MA NAGEME NT MO ns lt z STANDARDS MA ATRIX 5 10 SER RVICE STAN IDAR DS P BASELIN JE FOI RMULAS amp SE RVICE VAR UAE LE s 77 Page 3 The Entertainment Events screen will appear 4 Click Add Entertainment Event in lower left hand corner to create a new event a If you want to open an already created event dou
59. ent Tools Help PJ Administrative Standards Housekeeping Standards Culinary Standards Clothing Standards Entertainment Standards Click on each box to Property and Grounds Standards color code each Maintenance Standards standard This color Transportation and Travel Standards will color code Safety and Protection Standards everything labeled Personal Care Elder Care Standards under this standard in Personal Care Child Care Standards the software Personal Care Guest Care Standards Personal Care Pet Care Standards You MUST click here to save Add Service Standard 6 The cursor will appear under the highlighted standard 7 Type Baseline 8 Press Tab on your keyboard to advance the cursor to the next field to the right 9 Type the Baseline information in a sentence or statement 10 Click Add Service Standard 11 Type Variable 12 Press Tab on your keyboard to advance the cursor 13 Type your variable information in a sentence or statement 14 Click Add Service Standard 15 Type what the Standard is about like Cell Phones 16 Press Tab on your keyboard 17 Type your standard that corresponds with the Cell Phone Standard like The HM will ensure that all phones are blackberries when replacing 18 Repeat steps 14 to 17 for each standard you are adding 19 When you are ready to move onto the next standard category click it to highlight it 20 Click
60. er field Note Like the Guest drop down list on the Guest tab the Staff drop down list displays Staff already in the system If the Staff is not in the system leave the Staff field blank and type the name of the provider in the Other Provider field Note The OK button will not enable until the Other Provider field has data and the Service Type is selected Staff Other Provider Service Type Select s Click the Logistics Planning tab to enter the information there t Click the Order of Service tab to enter the information there u After you have filled out each tab and you are ready to print the event or the Ballet of Service 1 For Windows users Click File Page Setup Set the Margins for the report to 0 5 for the Left Right Top and Bottom margin Click OK ii Click File Print from the menu 111 The Ballet of Service print screen will appear for you to preview the document iv Click Print in upper right hand corner to print If you do not want to print click the red X in upper right hand corner YOU SHOULD NOW HAVE A PRINTED BALLET OF SERVICE Copyright 2014 Mansion Publishing 83 Page Section 14 Shopping Lists and Expenses The Starkey Software allows you to create both shopping lists and expense sheets as an aid in the management process In this section you will learn how to create a shopping list and save it for future use as well as expense lists to make sure you are staying on budget 1 Navigate to the
61. fe and an individual perception of what service is u Font Tahoma Font Size 11 3 Here you can type the Service Vision for your home You can also type your Service Vision in Microsoft Word and copy and paste it to this screen Service Vision Fie Edit Configure People Service Environment Scheduling Entertainment Tools Help Service Vision 4 desired lifestyle and quality of life and an individual perception of what service is u Font Tahoma v Font Size 11 The Starkey Mansion is located in a gracious one hundred year old Georgian Mansion with seasoned flowers trees and shrubs gracing the Front of the house This mansion sits on 1 3 of an acre and is located in the heart of Denver in the Capital Hill neighborhood near the Colorado State Capitol building and the Governor s mansion This 13 500 square Foot historic home is utilized as the education headquarters for the Starkey International Institute The mansion is representative of the quality homes in which students will be placed right down to the antiques crystal linens and Fine china that the students use in their training The curriculum includes techniques of household cooking utilizing The Alchemy of Cooking Starkey utilizes the Starkey Household Management System a patented and time proven Service Delivery System Students in the Starkey Curriculum rotate positions such as the Household Manager the Household Chef and Housekeeping The onsite computer lab ena
62. ff Calendar THE SERVICE MATRIX S Copyright 2014 Mansion Publishing 67 Page 3 The Daily Graces window will appear 4 Click All in upper left hand corner 5 All people will appear in the service provider column on the left side of screen 6 Click on the individual you want to perform the Graces This will highlight their name Darl Graces le Edit Configure People Service Environment Scheduling Entertainment Tools Help All 2 Search All Service Provider Start Time Mary Louise Starke John Smith End Time Receiver Location Click on the name of the individual you want to complete the Graces Add Morning Grace End Time Start Time Receiver Location Add Evening Grace Name Start Time End Time Receiver Location New Event 10 30 4M 11 00 AM Add Personal Grace 7 Click Add Morning Grace or Add Evening Grace or Add Personal Grace 8 The Daily Grace Entry window will appear 9 See next page for screen shot a Type the Daily Grace Title into the Title field Type a description of what the Daily graces is in the Description field Select a start and end date Type in the start time next to the start date including AM PM Type in the end time next to the end date including AM PM Select the location where the grace will take place from the Location drop down menu m maoae p Select a Service Receiver only if you are performing a personal grace for that
63. gory and press Enter when finished 7 To modify a Category double click the category to make the cursor appear in the text Modify the text as needed and press Enter 8 To delete a subcategory highlight the subcategory and press Delete on your keyboard 9 You can do this for each Standard Category in this window 10 For Windows users Click File Page Setup Set the Margins for the report to 0 5 for the Left Right Top and Bottom margin Click OK 11 To Print click File Print from the menu 12 When finished click OK to save YOU SHOULD NOW HAVE CONFIGURED YOUR EXPENSES Windows To configure Inventory Item Types 1 2 3 4 5 6 7 Click Configure Inventory Item Type from the main menu The Inventory Item Type Values screen will appear You can add modify and delete Inventory Item Type Values To add a value click the symbol type the new value and press Enter To modify a value double click the value to make the cursor appear in the text Modify the text as needed and press Enter To delete highlight the value and press Delete on your keyboard Click OK to save or navigate away from this page YOU SHOULD NOW HAVE CONFIGURED INVENTORY ITEM TYPE VALUES Windows To configure Entertainment Service Type Categories 1 2 3 4 Click Configure Entertainment Service Type from the main menu The Entertainment Service Type Values screen will appear You can add modify and delete Entertai
64. hen you open the software Note The backup files are created in the folder on your computer where you created your new project A folder is automatically created under your project name called backups Within that folder are the backup databases named with the date and time the backup was completed Copyright 2014 Mansion Publishing 15 Page Now that you have created a new project and added people you are ready to get started using the software following The Management Model The software is designed to follow the Management Model starting with The Service Vision and finishing with The Service Matrix Section 3 The Service Vision By now you have thought about the desired Lifestyle and quality of life for The People and The Environment which are the two columns that make up the Management Model You are now ready to create a Service Vision for the home 1 Click Service Vision at the top of the Model Or from the main menu click Service Vision 2 The Service Vision screen will appear Semice Management Model File Edit Configure People Environment Scheduling Entertainment Tools Help es gt Service Management Model Standards _ Standards Matrix a Defined Starkey s Service Management Model is an Technical Skills Matrix rarr AANAnr organizational diagram and will serve as the base menu for Service Matrix JEIVIEIN 1 IVIULEL fall service management operations Variables NVIRONMENT Getting Started with the
65. her zone click Add Zone and follow the steps again 35 To save or navigate away from this screen click OK Copyright 2014 Mansion Publishing 48 Page 36 When you are ready to print your zones a Go to the Zoning Floor Plan Editor b For Windows users Click File Page Setup Set the Margins for the report to 0 5 for the Left Right Top and Bottom margin Click OK c Click File Print em i pl ip HE Teyi MIE Edit Print Ctri P Page Setup cCtri Shift P Mame Descript EE Zone 1 ist Floo Add Zone d A print screen will appear asking you Which Zones would you like to include in the report e You have the option of selecting individual zones all zones and to print the colored blueprints Ha Which Zones would you like to include in the report Click here to select all Click this box to include floor plans in the print zones to print Click print when you are ready to print Click here to go to the bottom of the list of zones Select All __ Include Floor Plans at end of report _pinvert Selection f Click Print g A print preview page will appear showing what the Zones report will look like on paper h When you are ready to print click Print in the upper right hand corner YOU SHOULD NOW HAVE PRINTED ZONES Section 8 Task Schedules Sheets Task sheets are a planning aid to list and organize appropriate duties to be accomplished in each Zone with
66. ht 2014 Mansion Publishing Cancel o 19 Page 2 To add a favorite highlight the field you want to add to Click Add Favorite at the bottom left of the screen The field opens below what you highlighted You can then add the favorite to the field you have selected For example if you were adding to Preferred Soft Drink as shown below you would type Mrs Starkey likes Caffeine Free Diet Coke When you have added to the field you selected you can just click another field and continue to add your favorites using the same steps 3 When you are ready to leave this page you MUST click OK to save the information you have added 4 Note Some favorites may overlap between principals or other individuals in your environment This is fine Add the same favorite to each profile separately 0 C Mrs Starkey Personal Health Lifestyle Correspondence Technical Skills Administrative Favorites Housekeeping Favorites v Culinary Favorites Beverage Preferred Soft Drink Mrs Starkey likes Caffeine Free Diet Coke gt Clothing Favorites Entertainment Favorites Property and Grounds Favorites Maintenance Favorites Transportation and Travel Favorites Safety and Protection Favorites Personal Care Elder Principal Care Favorites Personal Care Child Care Favorites Personal Care Guest Care Favorites Personal Care Pet Care Favorites Add Favorite Cancel OK 5 When you are ready to Print
67. ht 2014 Mansion Publishing 97 Page
68. ick Print The computer print screen will appear Select the printer you would like to print from Click Print at the bottom right hand corner of the screen Se mono YOU SHOULD NOW HAVE A PRINTED SERVICE VISION Copyright 2014 Mansion Publishing 18 Page Section 4 Favorites Creating Favorites Favorites are created for principals and resident members of the home Favorites are created for guests when they are in the service environment Use sentences that include prefers likes wants needs dislikes never etc to create the favorite NY EN Y IN VY EN V UI vt Ff W FY 1 Open a people profile principal family member or guest and click the Favorites tab To expand the ten categories click the symbol next to each category and sub category When you see there is no or symbol next to a subcategory you are ready to add a favorite to the category You only need 5 8 favorites for each of the ten categories Personal Health Mrs Starkey Lifestyle Correspondence Technical Skills Administrative Favorites Housekeeping Favorites Culinary Favorites Clothing Favorites Entertainment Favorites Property and Grounds Favorites Maintenance Favorites Transportation and Travel Favorites Safety and Protection Favorites Personal Care Elder Principal Care Favorites Personal Care Child Care Favorites Personal Care Guest Care Favorites Personal Care Pet Care Favorites Add Favorite Copyrig
69. ick to open profile cCick on this box to show all are searching profiles added Copyright 2014 Mansion Publishing 8 Page Click on Last Name the field you wish to type Birth Date Living 4 The Person Entry Window also known as a Profile will appear a At the top of the page are six tabs Each tab has information to be completed according to the person you are making a profile for For example when making a profile for a principal complete the information in the following tabs Personal Health Lifestyle Favorites and Correspondence If you are completing a profile for your staff member fill out the Personal Health Lifestyle and Technical Skills tabs b At the bottom toward the left side of the page is a series of six boxes indicating the profile you are creating If you are creating a profile for a staff member check the Employee box If you are creating a profile for a principal check the Principal box c Under each tab fill out different kinds of information Simply click the field you wish to type in and begin typing d Ifyou see the symbol you must click it to add information to the fields In the family section on the Personal tab there are two fields for Father and Mother Prior to filling in these fields you must create a profile for those two individuals f To save any information at anytime you MUST click OK i You will lose any new information if you click the red X in the top right hand corner or C
70. in an Environment such as dusting vacuuming detailing a car or changing air filters These task sheets typically address cleaning maintenance or safety and protection standards tasks but can be utilized for any of the service standards and may be developed for daily weekly monthly or yearly use The Starkey Software allows you to create task sheets edit tasks sheets assign task sheets to an employee etc We will now learn how to create a task sheet 1 Go to the main Service Management Model screen 2 Click Task Sheets under the Environment column or click Scheduling Tasks from the main menu RER PET 4 EE A A CA es doc he x ae eee x 1 z SEVICE Management Mone Fie Edit Configure People Service Environment EST Entertainment Tools Help Calendar Ctrl L Tasks Ctrl kK Protocols Daily Graces Staff Calendar TANDARDS MATRIX 10 SERVICE STANDARDS BASELINE FORMULAS amp SERVICE VARIABLES SS j THE SERVICE MATRIK E if A Copyright 2014 Mansion Publishing 50 Page 3 The Task List window will appear 4 To start a new Task Schedule click Add Task in bottom left corner ask list File Edit Configure People Service Environment Scheduling Entertainment Tools Help Allo Service Standards ll Search Recurring Location Al Estimated Time Description Category Items Location Copyright 2014 Mansion Publishing 51 Page 5 The Task Entry Window will appear Tasks for the Task Sheet are
71. ment must include who what and when For example The HM will open the home at 6 30am daily Who The HM What opens home When 6 30am daily Standards can also be taken from the favorites in the people profiles For example the favorite is Mrs Starkey prefers cold Caffeine Free Diet Coke The Standard would be Chef will take inventory and restock Caffeine Free Diet Coke in the kitchen refrigerator daily Who Chef What inventory and restock Diet Coke When Daily Standards provide structure to the service environment The Starkey Software allows you to create and change Standards as they occur 1 Onthe main menu click Service Standards a ernyice Management Model File Edit Configure People Environment Scheduling Entertainment Tools Help vision Standards Standards Matrix Technical Skills Matrix Service Matrix Variables STANDARDS MATRIX 10 SERVICE STANDARDS BASELINE FORMULAS amp 5 ERV CE VA 4 Al HAN Copyright 2014 Mansion Publishing 72 Page 2 The Service Standards screen will appear 3 The gray boxes on the right hand side of the screen can be clicked on individually to color code the standard This color will carry over to the rest of the software to match the Standard 4 Click Administrative Standards to highlight it 5 Click Add Service Standard at the bottom left hand corner of the screen amp Semice standards Sas File Edit Configure People Service Environment Scheduling Entertainm
72. nment Service Type Values just as you did with Inventory Item Types Click OK to save or navigate away from this page YOU SHOULD NOW HAVE CONFIGURED ENTERTAINMENT SERVICE TYPE VALUES Copyright 2014 Mansion Publishing 95 Page Mac To configure Expense Categories 1 Click Environment Expense List from the main menu 2 The Expenses screen will appear 3 Click Add Expense 4 Click the Category drop down list 5 Scroll to the bottom and click Edit in the list 6 The Expense Categories screen appears You can configure the different expenses you will use You can add change and delete the items in the list 7 Click the arrow next to a standard A list of expenses will appear for that standard 8 To add a Category to a standard highlight the standard and click Add Category Type the name of the subcategory and press Enter when finished 9 To modify a Category double click the category to make the cursor appear in the text Modify the text as needed and press Enter 10 To delete a subcategory highlight the subcategory and press Delete on your keyboard 11 You can do this for each Standard Category in this window 12 For Windows users Click File Page Setup Set the Margins for the report to 0 5 for the Left Right Top and Bottom margin Click OK 13 To Print click File Print from the menu 14 When finished click OK to save Mac To configure Inventory Item Types 1 Click Environment Inventory from the m
73. nt the Task Sheet to be done 25 Click the highlighted Task Sheet and drag it onto the calendar on the day and time you want the task sheet to be done a Galendar File Edit Configure People Service Environment Scheduling Entertainment Tools Help Tuesday Wednesday Thursday Friday Saturday 10 11 12 T3 14 ervice Standard C vent Type Locations People Click and drag Task Sheet to the time you want it to be completed Make sure you have the date selected you want the Task Sheet to be completed on Tasks Suggested O All Estimated Time Description Category Items Space 01 00 00 Powder Room Task 5 Housekeeping Standa ist Floor 26 The Event Entry Window will appear 27 Select a Service Provider who will be completing the Task Sheet 28 Click OK after selecting a Service Provider Title Powder Room Task Sheet Description Start 87 12 2010 9 00 AM All Day Event End 8 12 2010 10 00 4 Type Task A rvice Standard H keepi Standard Select the Service sini a aaa gog Provider you will be Location 1st Floor performing the Task entory Items Sheet ervice Providers Service Recievers ll John Smith Mary Louise Starkey All Suggested CD all Suggested Click OK after selecting a service provider Event recurring options not applicable Bok ate 29 The Calendar will appear with the Task Sheet as an event on the Calenda
74. pear and you can add your new floor to the name field and select your site floor it is on 8 To add anew room to a floor follow the steps for adding to the first floor but using the new floor instead of the first floor Copyright 2014 Mansion Publishing 37 Page 9 When you have completed all your floors and added all your rooms on each floor you are ready to print a When you print the full location list the printer may be slow printing the pictures 10 Navigate back to the location list If you have left the software open it up and click Physical Structure on the Management Model or Environment Locations from the main menu 11 The Location List will appear MIDCatiOn iist File Edit Configure People Service Environment Scheduling Entertainment Tools Help Name Starkey Mansion 1st Floor cick Living Room To print full list make sure nothing is File Print 2nd floor highlighted To print a single room or master bedroom floor highlight location you want to print To print full location list make sure all symbols look like this and not like Click on symbols to expand them 12 For Windows users Click File Page Setup Set the Margins for the report to 0 5 for the Left Right Top and Bottom margin Click OK 13 Click File Print 14 The program will ask you if you want to print all locations Click Print All to print all or click Cancel to highlight the location you want to print 15
75. peat Click Add Site Floor in between adding each and all floors in the home amp Siteldoor Mans Site Floor Plan Drag and drop or paste blueprint photo here You can delete by highlighting the row and clicking here Add Site Floor Delete Site Floor Adding Floor Plans Blueprints If you do not have the blueprints you can add them at a later time It is important to add the blueprints once you have them so you can use the software to zone Copyright 2014 Mansion Publishing 28 Page 1 2 3 4 5 6 D My Recent Documents 3 7 Loki oc 1z File name ar171292 Open Files of type picture peg ipa aif png Highlight the 1 floor and click Set Plan The computer Set Blueprint screen will appear Navigate to where you saved your digital copies of the blueprints Drag the first floor blueprints into the box labeled Drag and drop or paste blueprint photo here Click Cancel in the bottom right hand corner of the Set Blueprint screen once you have dragged the blueprint Repeat steps above for all other floors You do not need a blueprint floor plan for the main house You only need blueprints for the floors Site Floor Plan 1st fTioor nd drop or paste sas ase ets int photo here 2nd Floor am043651 am043652 am043653 ar171291 cx Once you have added all the blueprints to the floors click OK in the bottom right hand corner of the Site Floor screen
76. r 30 For Windows users Click File Page Setup Set the Margins for the report to 0 5 for the Left Right Top and Bottom margin Click OK 31 Click File Print from the menu aenda __ JE JK AN Edit Configure People Service Environment Scheduling Entertainment Tools Help Management Model New CAN o Sunday Monday Tuesday wednesday Thursday Friday Saturday Open co 8 9 10 11 12 13 14 Import Export Page Setup Ctri Shift P ee Print Ctrl P Thursday August 12 2010 gt me 10 00 AM 41 00am 12 00 PM Ji0apm 2 00 PM Exit Event Type Locations v People Es Powder Room Task Sheet Task in 1st Floor Created From Housekeeping Standards task Tasks Suggested Oall Estimated Time Description Category 32 A print screen will appear like you are printing a schedule 33 Click the View drop down menu and click Personal Task List or Location Task List Print BAR Personal Task Schedule Location Task Schedule Personal Task List Location Task List Dates need to range with the day you Please select a report category above View Selected 64 Page 34 If you click Personal Task List a A list of all the employees will appear b Click to highlight the individual you assigned to the Task Sheet c Click to check box in lower left hand corner Include Protocols and Inventory d Click View Selected
77. rds Matrix Rate individual service expectations Administrative Standards Amount of Business support Number of Vendors 1 20 vendors is low 21 50 vendors is medium 50 plus vendors is high Number of Service Staff 1 3 low 5 10 is medium over 10 is high 7 For Windows users Click File Page Setup Set the Margins for the report to 0 5 for the Left Right Top and Bottom margin Click OK 8 Once you have answered all questions click File Print 9 You will be asked whether you want to include detail or summary only Click your selection 10 A print screen will appear showing how the report will print 11 Click Print in the upper right hand corner 12 Click the red X in the upper right hand corner to exit the print screen 13 BEFORE you navigate away from the Standards Matrix questions click OK to save YOU SHOULD NOW HAVE A PRINTED STANDARD MATRIX Copyright 2014 Mansion Publishing 71 Page Section 11 The 10 Service Standards The Service Standards are statements that articulate individual service expectations and that are People and environment centered There are ten Service Standard categories Administrative Housekeeping Culinary Clothing and Valet Transportation and Travel Safety and Protection and Personal Standards which includes Child Care Elder Care Guest Care and Pet Care There is a baseline for each standard There is also a variable which is what occurs in your household Each Standard state
78. staff support resource persons and vendors People profiles in the Starkey Software include all of the people listed above People File Edit Configure People Service Environment Scheduling Entertainment Tools Help Middle Last Name Favorite Street City State Zip Click here to view the added people in this window Click here to add a person gili M 1 Click Add Person in the lower left hand corner of the screen When you come back to this page once you have left it click All number in the upper left hand side of the screen to show all the people profiles added 2 AFTER you have created a profile the name of the person you created will appear in this same window To open the individual s profile again highlight the name you wish to open and double click it Copyright 2014 Mansion Publishing 7 Page 3 If you need to search for a person click the search field and type the individual s name you are searching for You can also search by employee principal guest vendor etc by clicking the Show drop down menu People File Edit Configure People Service Environment Scheduling Entertainment Tools Help Middle Louise Last Name Favorite Starkey Wiest iea x Click here to sort or ce ii e WE ed one profile search individuals by E ere and type so now this box says All 1 individual s name you Highlight individual name and category double cl
79. t zone Select Name Starkey Mansion Fax Email Photo Gallery Add pictures of your first floor here Drag photos here like dragging photos to people profiles Note you can add as many photos as you want but only 3 photos will appear in this box Click here to save location g Click OK to save location Remember this is all the information you need to fill out for each location under the main home Copyright 2014 Mansion Publishing 34 Page 2 The location list screen will appear a Click 1 floor i Notice the box in the lower left hand corner changes to Add to 1 Floor b You are now ready to add each room located on the first floor to your location list c Click Add to 1 Floor a oeo inst File Edit Configure People Service Environment Scheduling Entertainment Tools Help Name Starkey Mansion Add to 1st Floor Add Space Space will be added to Starkey Mansion d If your property has many structures on it like a guest house pool house stables etc click Add Space to add the structure like you added the first structure To add floors and rooms to these structures follow the instructions for Create Floors and Rooms above Copyright 2014 Mansion Publishing 35 Page 3 A physical space entry window screen will appear a Inthe name field type the name of the first room you want to add For example if you have a living room on your first floor type Living Room b Select th
80. te Tasks To check the hours you want to make sure they are close to the Variables and Baseline hours see Section 12 Service Variables and Baselines If not perhaps the user did not enter standards on tasks The user may need to go back and make sure all tasks have a service standard v Service Matrix Seles File Edit From 9 20 2010 up to 9 28 2010 Employee Admin House Culinary Clothing Entert Grounds Maint Transp Safety Elder Child William Franci 4 11 33 Debra Bullock 15 1 33 25 Helga Krause 5 67 Gayla Foote Ja zsi Robinson 9 58 Kurt Young Total Copyright 2014 Mansion Publishing 94 Page Section 22 Configuring the Software Windows and Mac On Windows the main Service Management Model has an option on the toolbar called Configure This tool will allow you to configure different categories of the software to your needs and wants based on the household We will now explore each category under configure Windows To configure Expense Categories 1 Click Configure Expense Category from the main menu 2 The Expense Categories screen will appear 3 In this category you can configure the different expenses you will use You can add change and delete the items in the list 4 Click the symbol next to a standard 5 A list of expenses will appear for that standard 6 To add a Category to a standard highlight the standard and click Add Category Type the name of the subcate
81. u see the symbol click it to fill in the field 11 You can add a picture of the item by dragging the picture in the same way you did before 12 When you are ready to navigate away from any of the tabs click OK to save 13 If you are entering silver or china type the pattern name into Name field and type quantity size type etc into the Description box Unventory Name Description Collection Select Location Item Use Care Product Select g Item Care 14 When you are ready to print an inventory item a Navigate to the main inventory screen You can drag a picture of the inventory item here like you would Type Select drag other photos into the software Acquired Quantity Serial Number Author Condition Located in Name Starkey Mansion AGE Drop Photo Here PT b For Windows users Click File Page Setup Set the Margins for the report to 0 5 for the Left Right Top and Bottom margin Click OK 2 0 To print the entire inventory list click File Print from the menu To print a single item highlight the item by clicking it Click File Print from the menu e You will be asked whether you want to print the Detail report or the List report Click your selection f The print screen will appear allowing you to look at the document prior to printing 1 To print click Print in upper
82. ush Clean outside using small brush to get into smaller areas 1F 1g Area Rug Remove and vacuum 1h Tile Floor sweep and mop Rugs Towels and Toiletries put area rug back once Aoor is dry restock and ti replace towels and toiletries as needed 1j Peak toilet paper Copyright 2014 Mansion Publishing 66 Page YOU SHOULD NOW HAVE A PRINTED TASK SHEET Section 9 Daily Graces Daily Graces is the service term coined by Starkey that describes the more personal tasks and the duties that are to be done on a daily basis The duties are intended to be a maintenance measure for the weekly cleaning process Daily Graces ultimately provide an underlying daily foundation or structure and set an overall Service Standard within an environment Daily Graces are specified as Morning Graces Evening Graces and Personal Graces These might include opening the home feeding pets turning down beds and walking the property Like the Task Sheet the Starkey Software is designed to aid you in creating Daily Grace task sheets as well as assigning them to employees to be provided to a service receiver like a Principal 1 Navigate to the main Management Model screen 2 Click Daily Graces in the Environment column or click Scheduling Daily Graces from the main menu SETCE Managemen Mone i File Edit Configure People Service Environment SN ss Entertainment Tools Help Calendar Ctri L Tasks Ctrl k Protocols Daily Graces Sta
83. yle Goals Family Tree Favorites amp Schedules Guests Existing Staff amp Vendors Or click People in the menu and scroll down to click People e Inthe Starkey Software when you click Existing Staff amp Vendors the People Profile window appears To add an employee make sure to select Employee at the bottom of the profile screen Then complete the Technical Skills tab See the screenshot on the next page Service Wanaperi Model Service Management Model Defined Starkey s Service Management Model is an organizational diagram and will serve as the base menu for all service management operations Getting Started with the Starkey r B SER RVICE VISION Service Management Software PE FOPLE ENVIRONMENT If this is the first time using the Service Management Software you must go to each item on the Service Management Model in order following the arrows To formulate and customize a service plan and to understand specifically what your Employer Family or Guests expect several steps may be necessary For some service delivery plans all steps or information may not be required Before scheduling time with your employer review the process some information may be known to you or your staff already STA NDARDS M ATRIXI 2 Be sure to obtain permission from your Employers Family or aE oo Guests before acquiring personal information about them 10 SERVICE STANDARDS oa from others BASELINE FORMULAS

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