IN-STORE SERVICE OFFICE DEPOT SERVICE PACKET CYCLE 2 (JAN 12 TH JAN 25 TH ) CONTENTS

Transcription

1 IN-STORE SERVICE OFFICE DEPOT SERVICE PACKET CYCLE 2 (JAN 12 TH JAN 25 TH ) CONTENTS Service Visit General Procedures... 2 Reference Notes Packet (UPDATED )... 2 Carb Compliance On-Going Stickering California Only (UPDATED)... 2 Priority #1: Realspace PRO 3000 Series Chair Retrofit (SKU )... 3, 4 Priority #2: 12/16 POG Changes (UPDATED)... 4, 5 Angled Furniture Pad Test Stores (NEW)... 6 New Chairs (NEW)... 6 Reminder: Apollo In-Home Assembly POP... 6 Reporting: Service Visit Work Order Survey... 7 QUESTION TYPE GENERAL SERVICE VISIT AND PROJECT QUESTIONS WHO DO I CALL? YOUR DISTRICT MANAGER RICH LALLA OFFICE DEPOT ACCOUNT MANAGER SPECIFIC STORE ISSUES (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 Office Depot store management to sign you into GMillenia on the store kiosk so you can print the Call Report and Cycle Service Packet. At this time, ask if they have any store specific priorities you need to address and if any POG needed for the service call are not available, then print a copy from the store s kiosk. 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 management. 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 Office Depot 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 IMPACT s IVR Phone System. REFERENCE NOTES PACKET A history of service notes will now be kept in a packet named 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 on the kiosk along with your other service materials. CARB COMPLIANCE ON-GOING STICKERING CALIFORNIA ONLY If you service a store in the state of California, all displays that fall under the Carb Compliance program should already be stickered correctly. It will no longer be necessary to sticker any displays or report any that are missing. ing Rich Lalla is no longer needed. Per OD corporate, All new displays should be compliant. All product that is not CARB compliant has been destroyed in the state. OFFICE DEPOT SERVICE PACKET CYCLE 2 (JAN 12 TH JAN 25 TH ) PAGE 2

3 PRIORITY #1 PRO 3000 SERIES CHAIR RETROFIT (SKU ) If chair display SKU is assembled on the floor without the tilt mechanism safety cap as shown in the photo below: Tilt mechanism without cover Tilt mechanism with cover Note: Cover will be black 1. Immediately remove it from the floor and give to Store Management, informing them why it is being removed from the floor and explain that it should not go back out on the floor. 2. Replace the chair with a newly assembled chair using the below instructions: OFFICE DEPOT SERVICE PACKET CYCLE 2 (JAN 12 TH JAN 25 TH ) PAGE 3

4 PRIORITY #1 PRO 3000 SERIES CHAIR RETROFIT, CON T Step 4: (Enlarged from above showing safety cap) PRIORITY #2 12/16 POG CHANGES For the 12/16 POG changes, you must ensure the following: 1. Work with Store Management to ensure all deleted items are marked down, moved off of the POG, and set in a flex area of the pad for sell off. 2. Prep POG s so that as new items are assembled, they can immediately be placed per POG. a. This is also a good time to ensure ALL POG s are set properly with all required displays. 3. As new items are assembled, they are placed on display per POG, cleaned, and assembly stickers removed. a. If an item(s) is not yet assembled, and it is in stock, please work with your DC or DM to get it scheduled/assembled immediately. 4. All new items requiring POP and TAT s are set. 5. Review all new items and POG s with Store Management. Please ensure that you keep up with all POG changes, set all POG s, and ensure that all items needing assembly are addressed. There are 4 new chairs already flowing into the stores. Please check to see if they are currently on display, and if not, please get them assembled right away, set to POG, and tagged properly. These SKUs have been added to the call reports along with their TAT SKUs: OFFICE DEPOT SERVICE PACKET CYCLE 2 (JAN 12 TH JAN 25 TH ) PAGE 4

5 NEW CHAIRS: PRIORITY #2 12/16 POG CHANGES, CON T SKU DESCRIPTION POGS QUANTUM MIDBACK MESH - BLACK 2502, 2502N, 2525, 2525N, 2526, 2545, 2551, 2558, CARLIN EXECUTIVE LEATHER- BROWN 2525, 2525N, 2545, 2551, BROWARD HIGHBACK - BROWN 2525, 2525N, 2526, 2545, 2551, MESH TASK CHAIR - NAVY 2525, 2525N, 2545, 2551, 3337 EXISTING CHAIRS EXPANDING TO ADDITIONAL POGS: There are 4 existing chairs expanding to the additional POGs shown below. Please check to see if they are currently on display, and if not, please get them assembled right away, set to POG, and tagged properly. These SKUs have been added to the call reports along with their TAT SKUs: SKU DESCRIPTION EXPANDING TO POGS FRESPI MIDBACK MESH - BLACK 2545, BRIESSA MIDBACK - BROWNBROWN 2502N, 2502, 2527, 2528, 2529, 2558, 3507, SERIES BIG/TALL 500LB LEATHER-BLK 2525, 2525N, 2526, 2551, SALSBURY LEATHER HIGHBACK - BROWN 2502N, 2502, 2525P, 2527, 2528, 2529, 2558, 3507 NEW RTA: There are 3 new RTA items that will be flowing into the stores. Project work orders will be created for the assembly of these items. Please ensure they are set to POG. These SKUs have been added to the call reports along with their POP and TAT SKUs: SKU DESCRIPTION POGS LAPTOP CART - WOODGRAIN 6404, 6406, 6408, 6412, 6416, 6430, MARBURY "L" DESK - AUBURN BROWN 6953A MARBURY HUTCH - AUBURN BROWN 6953A EXISTING RTA EXPANDING TO ADDITIONAL POGS There are 3 existing RTA items expanding to the additional POG s shown below. Project work orders will be created for the assembly of these items. Please ensure they are set to POG. These SKUs have been added to the call reports along with their POP SKUs: SKU DESCRIPTION EXANDING TO POGS SAMBER GRANITE DESK 6406, 6408, WESTMONT 60" EXECUTIVE DESK - CHERRY 6504, SHOAL CREEK DESK 6404, 6406, 6408, 6420, 6425 EXISTING RTA REDUCING FROM POGS There are 3 existing RTA items that are being removed from certain POG s. Please work with store management to get the displays marked down and sold off: SKU DESCRIPTION BEING REMOVED FROM POGS EDGEWATER HUTCH 6404, 6406, 6408, 6420, EDGEWATER DESK 6404, 6406, 6408, 6420, VELOCITY GLASS DESK 6406, 6408, 6425 OFFICE DEPOT SERVICE PACKET CYCLE 2 (JAN 12 TH JAN 25 TH ) PAGE 5

6 ANGLED FURNITURE PAD TEST STORES Leave these 43 stores angled unless the store requests they be set back square. Work with Store Management to fit the recent POG changes. NEW CHAIRS NEW CHAIRS: There are 4 NEW chairs being added to the POG shown below. Please check to see if they are currently on display, and if not, please get them assembled right away, set to POG, and tagged properly. These SKUs have been added to the call reports along with their TAT SKUs: SKU DESCRIPTION POGS THORITY MIDBACK FABRIC CHAIR - GRAY NULLA MIDBACK BONDED LEATHER CHAIR - BLACK EATON 2 MIDBACK BONDED LEATHER CHAIR - TAN NULLA MIDBACK BONDED LEATHER CHAIR -CRÈME 6402 REMINDER: APOLLO IN-HOME ASSEMBLY 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 2 (JAN 12 TH JAN 25 TH ) PAGE 6

7 REPORTING: SERVICE VISIT WORK ORDER SURVEY # QUESTION ANSWER OPTIONS 1 Did you inspect display chair SKU # to determine if it has a safety cap as shown in the instructions? 2 Have you prepped your store for the 12/16 POG Change Assembly Project as instructed in this Service Packet? 3 Are you servicing a store in the state of California? 4 Did you ensure that all furniture displays that fall under the Carb Compliance program are stickered? 1 = Yes, it has the safety cap 2 = Yes, but it DID NOT have the safety cap / assembled a new display 3 = Chair is Out Of Stock 4 = My store does not carry this chair 1 = Yes 2 = No, Store Management would not allow 1 = Yes 2 = No (skip to question 5) 1 = Yes, all displays requiring it are stickered 2 = No, store could not print the stickers I needed and I ed Rich Lalla to inform him 5 Enter your SKU Exceptions Enter your SKU Exceptions 6 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 2 (JAN 12 TH JAN 25 TH ) PAGE 7