Compliance Webinar. February 20, 2018

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April Gallagher
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1 Compliance Webinar February 20,

2 2 Market Basket Submissions

3 Market Basket Submissions Due April 2, 2018 Submission must be entered into the system, Finalized and 100% Compliant by April 2, 2018 Food & Beverage Locations must submit all menu items Retail Locations Select ten(10) different sales categories based on your highest gross sales (example: candy bars, cotton shirts, pain relievers, etc.) Compare prices for three (3) items from each category (example: Category = Candy Bars - KitKat, Snickers, and Payday) Must submit a minimum of 30 items Form holds 30 items, if more than 30 items multiple submissions will need to be entered Submissions required for every location Submission due date is April 2,

4 Market Basket Evaluations Conducted quarterly by LRA as part of our audit process Q3 April, May June All locations are evaluated LRA uses the April submissions Q1, Q2, Q random locations are selected each quarter 4

5 Logging into the System To access the reporting suite, go to: From the log-in screen, enter the following information: Company Name: DFW Manager Login Name: (manager confidential) Password: (manager confidential) 5

6 Accessing Manager Submission Page from Home On the Home screen: 1. Click on the Mgr Submission tab 6

7 Filling out Pricing Market Basket Submission In the Pricing Market Basket Submission screen: 1. Select Submission 2. Input the three (3) Comparable Locations observed/visited 1. Name 2. Street Address, City, State, Zip 3. Phone Number 4. Date Observed/Visited 7

8 Filling out Pricing Market Basket Submission In the Pricing Market Basket Submission screen, below the Comparable Locations: 1. Enter the Item Information: name, description & size (special characters supported) 2. Input Price Sold at DFW Location (numbers and decimal points only no special characters) 3. Input prices at Comparable locations (numbers and decimal points only no special characters) 4. Fields are automatically calculated do not input data into these fields: 1. Number of Locations = counts how many comparable prices were input 2. Average = calculates average of comparable prices input 3. Street + 10% = average price of comparable prices + 10% mark-up 4. Compliant 1. Yes = Price Sold at DFW less than or equal to Street + 10% 2. No = Price Sold at DFW greater than Street + 10% 8

9 Saving & Submitting Pricing Market Basket The system times out after 30 minutes, make sure you follow the procedure to save To save the Pricing Market Basket to continue working at a later time: 1. Input your address at the bottom of the webpage 2. Click the Save & Send to button Automated message that contains a link to the Pricing Market Basket will be sent to the address entered Click on the link in the body of the message to re-open the Pricing Market Basket To submit Pricing Market Basket once completely filled out: 3. Click the Complete & Submit button 9

Viewing Finalized Pricing Market Baskets On the Shop Logs screen: 1. Select Pricing Market Basket from the Survey drop-down 2. Update the date range selectors (if required) 1.

10 Viewing Finalized Pricing Market Baskets On the Shop Logs screen: 1. Select Pricing Market Basket from the Survey drop-down 2. Update the date range selectors (if required) 1. Defaults to current calendar year 3. Select Parent Company or Location from Level/Location drop-down 1. Entire Company selection = populate Market Baskets for all Parent Companies user has access to 4. Click the GO button 10

Submitting Revised Pricing After clicking Screen, you will be transferred to the Pricing Market Basket view: 1. Scroll down the page to find the non-compliant items. Two ways to locate: 1.

11 Submitting Revised Pricing After clicking Screen, you will be transferred to the Pricing Market Basket view: 1. Scroll down the page to find the non-compliant items. Two ways to locate: 1. Red colored Item # Revised Pricing: label below the non-compliant item 2. No response in far-right column 2. Enter revised price in the designated field (numbers and decimal points only no special characters) 3. Click Review Complete button to submit revised price 11

Submitting Revised Pricing After clicking Review Complete button, if the revised pricing entered is less than or equal to the Street + 10% price: 1. Compliant column will change to Yes : 2.

12 Submitting Revised Pricing After clicking Review Complete button, if the revised pricing entered is less than or equal to the Street + 10% price: 1. Compliant column will change to Yes : 2. Date All Pricing Revisions Submitted will auto populate with the current date 3. All Pricing Compliant field will change to Yes and score for Pricing Market Basket will change from 0% (0/1) to 100% (1/1) 12

13 Confirming Submission of Revised Pricing On the Shop Logs screen: : 1. Click the GO button again to refresh the page 2. Score column = score will update from 0% to 100% 13

14 14 Mystery Shop Employee Name Entry

Customer Service score of 90% and above Shops are locked 30-60 days after

15 Mystery Shop Employee Name Entry Login and navigate to the shop Who qualifies for an award? Customer Service score of 90% and above Shops are locked days after completion. Once the shop is locked, no changes to score or name can be made. Name cannot be entered from link in notification 15

16 16 BRM Contact Management

17 BRM Contact Management Concessionaire Admin User Management: 17

18 Overview of Concessionaire Admin User Management Business Relationship Management platform with improved process for User Management, Contact Information, etc. Provides Concessionaires with ownership of their own information to ensure it remains as up to date as possible. 18

19 Overview of Concessionaire Admin User Management System phasing will include additional roles and access in the future: Current Update contact information Grant access for User Management Future Update contact information Grant access for User Management Grant access for Inspections Other system enhancements possible 19

20 Overview of Concessionaire Admin User Management Concessionaire Admins will be responsible for management of contact information and other data. User Management Roles Responsibilities Concessionaire Admin Manage company address, phone number, etc. Add contacts and contact roles for company. Can add additional Concessionaire Admin for same company Location Admin Manage location phone number, logo, etc. Add contacts for Store Manager and IROPS Can add additional Location Admin for same location Store Manager Manage location phone number, photo, and logo. Cannot add additional Concessionaire Admin users Note: Data will only be as good as the engagement received from Admins. Junk In/Junk Out 20

21 Accessing Concessionaire Admin User Management Login Screen View Forgot Password Screen View Your password Your 21

22 Accessing Concessionaire Admin User Management Homepage Screen View View will vary based on role. Anything in blue that is not a title is clickable and will take you to that screen. 22

23 Accessing Concessionaire Admin User Management Location Details Screen View Information to Update: Phone Number Picture Logo Contacts (Store Manager, IROPS, etc.) 23

24 Accessing Concessionaire Admin User Management Update Contact Screen View Selecting a contact allows updates to contact information, including your own. 24

25 Accessing Concessionaire Admin User Management Admin Restrictions Concessionaire Admin cannot change or remove the following: Owner Representative Majority/Minority Owner Bill To E-Invoice Your own role designation 25

26 Accessing Concessionaire Admin User Management Other Notes System prevents duplicate roles with the same Company/Contact combination. Red boxes indicate errors; hover over red triangle for more information. System requires one address per contact; no shared addresses. 26

27 27 Sneak Peak at Future Inspection System

28 28 Inspection System

29 Inspections Preview Click Update Items to respond to Inspection Issues 29

30 Inspections Preview Comment on how the issue has been or will be resolved Attach 1-2 picture(s) of resolution Click submit 30

31 31 Inspection Notification

32 Inspections Go Live Scheduled for this Friday 2/22/18 Who can respond to inspections? Concessionaire Admin Inspections Role (New) Who will receive notification of inspection? 1. Users with the Inspections/Concessionaire Admin role (goal) 2. If no Inspections/Concessionaire Admin, notification is sent to Owners/Owner Representatives. 3. If no owner/owner representatives, notification is sent to Senior Manager. 4. If none of the above roles exist for the location, an notification is delivered to the inspector. 32

33 33 Final Thoughts

34 Action Items Market Baskets Due April 2nd Finalized and 100% Compliant Mystery Shops Monthly enter employee names BRM Contact/User Management Review contacts BRM Inspections Add users after 2/22/18 34

35 DFW Concessions Contact Information For questions please contact: Julie Pagenkopf Compliance Analyst DFW Airport Concessions (972)

Online Bill Payment and Service Portal

Online Bill Payment and Service Portal is an internet portal for customers to view invoices, create payments and view or create service tickets over the web. With customers have a secure Internet portal