OFFICE DEPOT SERVICE PACKET

Transcription

1 IN-STORE SERVICE OFFICE DEPOT SERVICE PACKET CYCLE 9 (JUNE 26 TH JULY 16 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 Print Missing POP and Plexi Inserts... 2 Priority #1: Modern Comfort Seating Setup (NEW)... 3 Priority #2: Computer Furniture POG Reset/All Stores (CONTINUED) Priority #3: June Chairs (CONTINUED)... 6 Priority #4: June Furniture (CONTINUED)... 7 Priority #5: Missing Displays... 7 Walking Furniture Pad With Store Management... 7 Reminder: Apollo In-Home Assembly POP... 8 Reporting: Service Visit Work Order Survey... 9 QUESTION TYPE GENERAL SERVICE VISIT AND PROJECT QUESTIONS WHO DO I CALL? YOUR DISTRICT MANAGER SPECIFIC STORE ISSUES RICH LALLA OFFICE DEPOT ACCOUNT MANAGER (866) RICHARD.LALLA@APOLLORETAIL.COM or SCOTT STEVENSON DATA ANALYST (704) SCOTT.STEVENSON@APOLLORETAIL.COM REPORTING AND SCHEDULING ISSUES YOUR DISTRICT COORDINATOR IT, KIOSK, OR TECHNICAL ISSUES IT DEPARTMENT (855) OR HELPDESK@APOLLORETAIL.COM

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 and report on Décor via your Sku Exceptions as needed. 7. Service Furniture POP per the instructions in the Office Depot POP Service Manual. 8. Ensure that all items are anchored correctly. 9. Make any necessary display repairs and order replacement parts when needed. 10. Clean all furniture and vacuum the furniture pad. 11. Using the OD kiosk, report all SKU exceptions from your call report and print a copy for store management. 12. Using the Office Depot kiosk, complete the POG deviations survey. 13. 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. 14. 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 PRINT MISSING POP & PLEXI INSERTS All POP and Plexi inserts are to be printed in store via the Sharepoint site. OFFICE DEPOT SERVICE PACKET CYCLE 9 (JUNE 26 TH JULY 16 TH ) PAGE 2

3 PRIORITY #1 MODERN COMFORT SEATING SETUP POG 6402 As part of the June Seating POG change Office Depot is adding the Modern Comfort group. As previously mentioned, stores will be reusing the white wooden riser currently used in Occasional Seating POG DIRECTIONS: 1. Print instructions posted along with your other service materials 2. Review if the retrofit to the white wooden riser has been fully completed along with POG being set a. If yes to fully complete including both the retrofit and the setting of the POG, report as such b. If no, you must complete the retrofit and POG yourself on today s visit and follow below 3. Work with store management to locate the white wooden riser & Casual Seating Topper box shipped in 4. Retro fit current white wooden riser/fixture for Modern Comfort and set to POG with chairs below 5. 5 New chairs: Verismo (blk & white ), Cassia , Sloane , Morgan Relocated display (Winsley white), currently TAT on Zentra 7. Note: Emilia (289757) relocates to Chase Desk 8. Note: Abella (889247) relocates to Lake Point BELOW IS THE LABEL THAT WILL BE ON THE BOX CONTAINING THE NEW TOPPER MATERIALS OFFICE DEPOT SERVICE PACKET CYCLE 9 (JUNE 26 TH JULY 16 TH ) PAGE 3

4 PRIORITY #2 COMPUTER FURNITURE POG RESET / ALL STORES Overview: Apollo will set a new Computer Furniture POG in all stores. As part of the set, the furniture pad will change into three zones (listed below) to improve the customer s shopping experience. FIRST: Touch base with SM / MOD as soon as you arrive at the store. Stores will provide one associate to help with the POG moves. Each store will also submit photos of the completed set. Zones: 1. Zone #1: Chairs and Chair mats 2. Zone #2: Collections 3. Zone #3: Individual Desks Store and Apollo Details/Actions: SUPPORT and COMPLETE the furniture pad reset during the scheduled Apollo store visit. o Moving Furniture: Furniture Sliders can be used to assist in moving furniture and are the preferred method of moving furniture around the pad. o Ensure all signage is correct and updated. Clean/vacuum furniture pad after set Wipe down furniture displays Mark down and Sell Furniture clearance displays Ensure all clearance furniture displays are signed properly with the correct price. VERIFY the reset is complete and set per the POG SM to walk POG with Apollo Rep after the set to confirm completion & product is set in assigned zones. All furniture displays should be reviewed to ensure items have been properly assembled and no damage to such items has occurred during the moves Notate all missing displays on the Furniture Pad o Check store s inventory for missing displays. If available, Apollo should assemble. o If a display is not available store should submit an inquiry to Ask Replenishment for the SKU(S). Furniture Pad Zone Layout: The priority is for the layout on the POG to be closely followed. Due to the varying pad shape and sizes, stores might need to take the POG and change slightly to fit their pad. Use the guidelines below to assist with executing any slight changes that are needed to make the POG work. Guidelines: Group all SKUs within their assigned zones o Zone 1: Chairs & Mats o Zone 2: Collections o Zone 3: Individual Desks OFFICE DEPOT SERVICE PACKET CYCLE 9 (JUNE 26 TH JULY 16 TH ) PAGE 4

5 SKUs assigned to each zone are notated on the POG. Ensure there is a clear break between each zone to allow clear sight lines and room for customers to shop. Zone 1 (Chairs and Mats) should be the first zone off your main drive aisle If the pad is WIDE with NARROW depth: o Zone 2: Combine tall furniture and glass furniture. o Place glass and shorter furniture towards the front of Zone 2. If the pad is WIDE with DEEPER depth: o Zone 2: Split the tall furniture and glass/shorter furniture into two pods within Zone 2. o Place Glass/shorter furniture pod towards the front of Zone 2 o Place the taller furniture towards the back of Zone 2 behind the glass/smaller furniture pod. o Create an aisle that separates the two pods for clear sight lines and customers to easily shop Store to submit overview pictures of the pad or the specific section in question. Before Layout Example: After Layout Example: OFFICE DEPOT SERVICE PACKET CYCLE 9 (JUNE 26 TH JULY 16 TH ) PAGE 5

6 Zone 3: Individual Desks Zone 2: Collections Zone 1: Chairs and Mats PRIORITY #3 JUNE CHAIRS Stores will begin receiving new chairs for seating POG changes. You must ask store management to print the most current POG in order for you to execute the POG change. You must submit any new chairs not on display for assembly via sku code 76. Inline Chairs o 3 new displays: Ampresso , Axton , & Birklee / (varies by POG) o 1 Relocated display - Rixie relocates from Mezza collection back inline varies by POG Promotional (POG 6402) Becomes Modern Comfort o Retro fit current white wooden riser/fixture for Modern Comfort (to be executed in Cycle 9) Currently, be sure to locate the white wooden riser and ask the store to keep it in a safe place until your cycle 9 service visit. If it is currently out on the floor, it can stay there. o 5 New displays: Verismo (black & white ), Cassia , Sloane , Morgan o 1 Relocated display (Winsley white), currently TAT on Zentra o Emilia (289757) relocates to Chase Desk o Abella (889247) relocates to Lake Point OFFICE DEPOT SERVICE PACKET CYCLE 9 (JUNE 26 TH JULY 16 TH ) PAGE 6

7 PRIORITY #4 JUNE FURNITURE Stores will begin receiving new computer furniture for upcoming POG changes. Once new POG s are set, be sure they are prepped for new sku s being introduced. All new sku s will be placed on Project work orders. Furniture POG s o Introduction of WorkPro Flex Trapezoid Desk Top (NEW) - Espresso (626558) w/caster legs (812388) All stores 30 x30 Desk Top Gray (NEW) - (283853) w/height Adjust legs (357114) - select stores o Special Note about Heritage Hill Executive Desk sku In select stores only this sku will be on POG in both the vignette collection (6201 & 6204), as well as, on select Computer Furniture POG s. That means you will see it on two different POG s in some stores. DO NOT BUILD A SECOND DISPLAY. IF IT IS ALREADY ON DISPLAY ON 6201 or 6204 LEAVE THE DISPLAY ON THESE POG S IN THE VIGNETTE COLLECTION. DO NOT BUILD A SECOND DISPLAY. Back To School YOU MUST PRINT THE BACK TO SCHOOL LAYOUT POSTED ALONG WITH YOUR OTHER SERVICE MATERIALS AND SET THE AREA AS SHOWN. o 4 Desks, 4 display Chairs, Desk Accessories corrugate, Bungee chairs ( & ), boxed chairs. Store will set the corrugate display. o Chairs Birklee Gray , Mesh Blue , Mesh pink , Radley (secondary display) o New Desk X-Cross- Black ( in 1099 stores) or white ( in 353 stores) color varies by store / check POG o Existing Desks Halton (761590), Kate ( desk & file), Limble Glass (804372) If these are already on display in your store, drag them over to the Back to School area If these are not on display you must build them by submitting sku Code 76. o Select stores do not have Halton, display Zline or Limble. Refer to POG PRIORITY #5 MISSING DISPLAYS VERY IMPORTANT During your service visit, you must make 100% sure that ALL displays are represented in the furniture department. Using both the printed store POG s and your call report, you must do a thorough review and submit any missing displays as a Code 76 for assembly. As a reminder, steel file cabinets do not require assembly and thus are not eligible for a Code 76 but must be placed during your service visit. Do a thorough walk through with Store Managt/Department Lead & ensure all missing displays are identified. OD corporate will be reviewing our data closely & matching it up with photos being taken by the stores. WALKING FURNITURE PAD WITH STORE MANAGEMENT - REPORTING On every service visit you must walk the furniture pad with a member of store management or furniture lead associate to discuss objectives for service visit, visually review furniture displays, and review accomplishments. You must touch base with store management as soon as you arrive at the floor and ask them to walk with you when they have an opportunity during your 4 hour visit. If you are unable to walk the pad with store management or the furniture lead because of a store reason, you must report this along with the name of the manager refusing. OFFICE DEPOT SERVICE PACKET CYCLE 9 (JUNE 26 TH JULY 16 TH ) PAGE 7

8 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 26 TH JULY 16 TH ) PAGE 8

9 REPORTING: SERVICE VISIT WORK ORDER SURVEY # QUESTION ANSWER OPTIONS For Priority #1, was the new Modern Comfort POG and display fully set when you arrived? For Priority #2, did you set the new POG? For Priority #3, did you set the new chair POG? For Priority #4, did you set the new Back to School POG? 5 Did you walk the furniture pad with a member of store management or furniture lead? 1 = Yes 2 = No, but I completed it on my service visit 2 = No, my store is not POG d for = No, store is POG d for 6402 but could not locate the white riser 4 = No, store is POG d for 6402 but management would not allow 5 = No, store is POG d for 6402 but management could not find the box that the White Topper was shipped in 1 = Yes, all complete this or previous visit 2 = No, store management would not allow 3 = Partially complete. Store did not supply an associate to assist. 4 = No, store could not print POG 1 = Yes 2 = Did not have time this visit, will complete next visit 3 = No, store could not print new POG 1 = Yes 2 = Did not have time this visit, will complete next visit 3 = No, store could not print new POG 1 = Yes (go to #7) 2 = No, store management or furniture lead told me they did not have time to do so (go to #6) 6 Enter the name of the manager that informed you they did not have time to walk the pad with you today. Enter Manager Name Only 7 Enter your SKU Exceptions Enter your SKU Exceptions 8 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 26 TH JULY 16 TH ) PAGE 9