OFFICE DEPOT SERVICE PACKET

Transcription

1 IN-STORE SERVICE OFFICE DEPOT SERVICE PACKET CYCLE 9 (JUNE 14 TH JULY 4 TH ) CONTENTS Service Visit General Procedures... 2 Reference Notes Packet (UPDATED 6/14/2015)... 2 Service Note: Office Max Filing and Bookcase Anchoring Tips... 2 Service Note: How All Stores Can Order Missing Plexi s... 2 Service Note: How All Stores Can Order Missing POP... 2 Service Note: Conversion Store Plexi and POP Distribution (NEW)... 2 Display Anchoring Refocus (IMPORTANT!)... 3 Priority #1: Filing POG Change... 3 Priority #2: Stockroom Bay Survey (NEW)... 3 Priority #3: OfficeMax Locations Only - Chairmat Rack Survey (NEW)... 4 Priority #4: June 14 Bookcase POG Change (UPDATED)... 4 Priority #5: July 5 Chair POG Change (NEW)... 5 Priority #6 - Zillope SKU # Check for Fading (NEW)... 5 Reminder: Apollo In-Home Assembly POP... 5 Reporting: Service Visit Work Order Survey... 6, 7 QUESTION TYPE GENERAL SERVICE VISIT AND PROJECT QUESTIONS SPECIFIC STORE ISSUES WHO DO I CALL? YOUR DISTRICT MANAGER RICH LALLA OFFICE DEPOT ACCOUNT MANAGER (866) RICHARD.LALLA@APOLLORETAIL.COM or SCOTT STEVENSON DATA ANALYST (704) SCOTT.STEVENSON@APOLLORETAIL.COM REPORTING OR SCHEDULING ISSUES CONTACT CENTER (866) MON-FRI, 8AM 10PM EST SAT, 8AM 2PM EST IT, KIOSK, OR TECHNICAL ISSUES IT DEPARTMENT (800)

2 SERVICE VISIT GENERAL PROCEDURES The standardized routine below is to be followed to help ensure we are providing consistent service to Office Depot and completing all service tasks as assigned. Even though specific service tasks will vary from visit to visit, there is a specific flow to your service call and you are expeceted to follow it on every visit. 1. Sign into Apollo s IVR Phone System and then sign into the Store Vendor Log Book (if available). 2. Request a member of store management to sign you into GMillenia on the store kiosk so you can print your service materials. Ask if they have any store specific priorities you need to address & to print the POG s. 3. Complete your service tasks in the priority they are listed. 4. Ensure all displays are set according to the POG and note any deviations to discuss later with store managt. 5. Use the Call Report to note any displays that are missing or damaged. 6. Service Furniture POP per the instructions in the Office Depot POP Service Manual. 7. Ensure that all items are anchored correctly. 8. Make any necessary display repairs and order replacement parts when needed. 9. Clean all furniture and vacuum the furniture pad. 10. Using the OD kiosk, report all SKU exceptions from your call report and print a copy for store management. 11. Using the Office Depot kiosk, complete the POG deviations survey. 12. Review with store management the service tasks you completed by walking the furniture pad and providing them a printed copy of your completed SKU exceptions. 13. Sign out of Store Vendor Log Book (if available) and sign out of Apollo s IVR Phone System. REFERENCE NOTES PACKET A history of service notes will be kept in the Office Depot Reference Notes. Please refer to this packet for any past service notes that you need to refer back to. This packet is posted along with your other service materials. OFFICE MAX FILING AND BOOKCASE ANCHORING TIPS FILING: Most stores will have file cabinets sitting on standard gondola shelving. You will anchor files the same way you would at a traditional OD store where the filing sits on grid. At OM, you will run a zip tie through the holes in the rear of the shelf and through a hole in the rear of the file cabinet. If the shelving is carpeted, just punch through the carpeting where the holes are located. If the file is on castors, also zip tie the castors down. You may also anchor files to together side by side by anchoring in the top/back of each file. BOOKCASES: If bookcases are elevated on standard gondola shelving, anchor them together as you normally would, however, if they are only one display deep, you can anchor them to the peg board. SERVICE NOTE HOW ALL STORES CAN ORDER MISSING PLEXI S Additional plexis can be ordered through the "ask signage" link on all signage communication memos that stores receive from Office Depot Corporate. Below are the part numbers for the furniture plexis. 11 x 8.5 plexi sign holder- Part # BAW-11x8.5 SHNGACRWCL 19.5 x 11 plexi sign holder w/ pocket - Part # H-PL-19.5x8.5PKT SERVICE NOTE HOW ALL STORES CAN ORDER MISSING POP POP can also be ordered through the ask signage link on all signage communication memos that stores receive from Office Depot Corporate. We have posted along with your other service materials an example for the Sutton POP as an example. SERVICE NOTE CONVERSION STORE PLEXI AND POP DISTRIBUTION We have been informed by OD corporate that on 7/19/15 all conversion stores will received an auto shipment of POP and matching plexi s. OFFICE DEPOT SERVICE PACKET CYCLE 9 (JUNE 14 TH JULY 4 TH ) PAGE 2

3 DISPLAY ANCHORING RE-FOCUS IMPORTANT! On every service visit you must ensure that all displays requiring it are anchored properly per the Office Depot Service Manual anchoring section. If you need materials, please be sure to immediately submit an Apollo Supply Order form found on the kiosk and ARSConnects. On this cycles visit: 1. You must review the Office Depot Service Manual anchoring sections and ensure that all displays that require anchoring are in fact anchored properly. For OM locations, we have also included some tips on page 2 of this service packet under Office Max Filing and Bookcase Anchoring Tips. Please note that the anchoring standards are the same across both banners. 2. Review the anchoring with a member of store management PRIORITY #1 FILING POG CHANGE Please note that a new Filing POG has dropped. You must ask Store Management to print the current Filing POG in their system. You must then make any needed changes. As a reminder, steel file cabinets are NOT eligible to be submitted as a code 76. All steel filing must be addressed during the service visit. All wooden files must be submitted for assembly / Code 76. PRIORITY #2 STOCKROOM BAY SURVEY, ALL STORES We have been asked to survey all store stockrooms to determine how many bays in receiving are dedicated to a) furniture ONLY, b) merchandise only, and/or c) a mix of both. We will not survey any lockups. You must determine the following for reporting: 1. Total number of bays in the stockroom 2. Total dedicated to furniture only 3. Total dedicated to merchandise only 4. Total dedicated to a mixture of both Below are examples of a bay with furniture, and one with merchandise for your reference OFFICE DEPOT SERVICE PACKET CYCLE 9 (JUNE 14 TH JULY 4 TH ) PAGE 3

4 PRIORITY #3 OFFICEMAX LOCATIONS ONLY CHARIMAT RACK SURVEY In the OfficeMax locations only (store numbers 6000 and above), please review the chairmat rack to determine the following: 1. Are any screws attaching the uprights of the rack loose as shown in the photos below? a. If any screws are loose, please attempt to re-tighten them 2. Are any screws completely missing? PRIORITY #4 JUNE 14 BOOKCASE POG CHANGE Please be aware that the June 14 bookcase POG change is projected to begin on 6/14/15. Project workorders will be set up in MARS for the assembly of the new displays. THIS VISIT: If you service an old OM / conversion store, you must partner with an MOD asking them to print and review the store MAP (this is not the POG, but the MAP) because there will be map changes and we will need to ensure the POG is set up in the correct location in the store. A listing of the stores has been posted along with your other service materials. Reviewing the MAP will not be necessary in the traditional OD stores. In all stores, please be sure to prepare the POG so that when the new bookcases are assembled, they can immediately be put in place. Once the items are assembled, you must anchor them as required. SKU DESCRIPTION POG S Cube White 2308S, 2309, 2310, 2310S, 2311, 3551G, 3553G, 3681G, 3707G, 8185G, 8321G, 8601G 8 Cube Black 2308S, 2309, 2310, 2310S, 2311, 3551G, 3553G, 3681G, 3707G, 8185G, 8321G, 8323G, 8601G Room Divider Brown 2310, 2310S, 2311, 3551G, 3553G, 3681G, 8601G Room Divider - Grey 2310, 2310S, 2311, 3551G, 3553G, 3681G, 8601G OFFICE DEPOT SERVICE PACKET CYCLE 9 (JUNE 14 TH JULY 4 TH ) PAGE 4

5 PRIORITY #5 JULY 5 CHAIR POG CHANGE There will be a July 5 Chair POG change. All sku s below have been added to the Call Reports. ACTION: You must submit a Code 76 for these chairs as soon as they are in stock and assemble them after your service visit. SKU DESCRIPTION POG S Serta Smartlayer Manager Chair 2525, 2525N, 2525P, 2526, 2545, 2551, 3103G, 3173G, 3337, 3673G, 3846G, 3930G, 3963G, 3964G, 8191G, 8219G, 8222G Serta AIR Executive Chair 2525, 2525N, 2545, 2551, 3103G, 3173G, 3337, 3673G, 3964G, 8191G, 8219G, 8222G Serta Smartlayer Super Task Big N Tall 2502, 2502N, 2525, 2525N, 2525P, 2526, 2545, 2551, 3103G, 3173G, 3337, 3513, 3673G, 3846G, 3930G, 3963G, 3964G, 8191G, 8219G, 8222G Serta Smartlyer Executive B&T 2525, 2525N, 2545, 2551, 3103G, 3173G, 3337, 3673G, 3964G, 8191G, 8219G, 8222G PRIORITY #6 - ZILLOPE SKU CHECK FOR FADING During your service visit, if your store displays the Zillope Maple Finish Desk, sku #846114, you must examine it for fading. If the desk has faded over time, you must review it with store management and create a Code 76 replacement assembly. If the store manager refuses assembly, please be sure to report it as Manager Refused with your sku exceptions on every visit. REMINDER: APOLLO IN-HOME ASSEMBLY POP On each service visit, please be sure to keep an eye out for other companies who may have left non-approved POP in the store advertising their assembly services. If you find any 1) please bring it to the attention of Store Mgt, 2) take a photo of the POP & to Rich Lalla, and 3) discard the POP. On each service call you must ensure that the Apollo In-Home Assembly POP is set up and the Plexiglas pocket is full of Take-Aways. If the Take-Aways are empty, please fill them. If there is no replacement Take-Aways, please ask the store to print up temporary Take-Aways and to order replacements. Please ensure that there are 3 Plexiglas holders placed on the furniture pad. 1) On the Dawson collection, 2) on the Broadstreet Desk, and 3) near the furniture kiosk. If any of the 3 Plexiglas holders are missing, please ask Store Management for a replacement holder and to print up the needed POP and inserts. POP Take Away OFFICE DEPOT SERVICE PACKET CYCLE 9 (JUNE 14 TH JULY 4 TH ) PAGE 5

6 REPORTING: SERVICE VISIT WORK ORDER SURVEY # QUESTION ANSWER OPTIONS 1 Did you ask store management to print the Filing POG change, and then ensure that the POG is set properly? 2 Did you ask store management to print the store Map to confirm the bookcase POG was in the correct location in the store? 3 Did you prepare the bookcase POG for the POG change rollout? 4 For priority #2, enter the total number of bays in the store stockroom 5 For priority #2, enter the total number of bays that are being used to store furniture stock only 6 For priority #2, enter the total number of bays that are being used to store merchandise only 7 For priority #2, enter the total number of bays that are being used for a mix of both furniture and merchandise. 8 For priority #3, did you determine if the store chairmat rack has loose screws? 9 For priority #3, did you determine if the store chairmat rack has missing screws? 1 = Yes, filing is set to the current POG 2 = No, Store Management would not print the POG 3 = No, my store does not display filing cabinets 1 = Yes, per the store Map, the bookcase POG is in the correct location in the store 2 = No, store did not know how to print the store Map 3 = No, manager refused 4 = My store does not carry bookcases 5 = My store is not an OfficeMax location 1 = Yes, bookcase POG is prepared 2 = No, my store does not carry bookcases 3 = No, manager refused 1 = My store is NOT an OfficeMax location 2 = Yes, the chairmat rack had loose screws and I was able to tighten them 3 = Yes, the chairmat rack had loose screws, but I was unable to tighten them 4 = My store IS an OfficeMax location but it does not have a chairmat rack 1 = My store is NOT and OfficeMax location 2 = Yes, the chairmat rack is missing screws 3 = No, the chairmat rack is NOT missing screws 4 = My store IS an OfficeMax location but it does not have a chairmat rack 10 Enter your SKU Exceptions Enter your SKU Exceptions OFFICE DEPOT SERVICE PACKET CYCLE 9 (JUNE 14 TH JULY 4 TH ) PAGE 6

7 # QUESTION ANSWER OPTIONS 11 Did you print a copy of your service SKU exceptions, review the SKU exceptions, and leave a copy with the Store Manager? 1 = Yes 2 = No OFFICE DEPOT SERVICE PACKET CYCLE 9 (JUNE 14 TH JULY 4 TH ) PAGE 7