CONTENTS GENERAL SERVICE VISIT AND PROJECT QUESTIONS DISTRICT MANAGER

Transcription

1 OFFICEMAX SERVICE PACKET CYCLE 9 (APRIL 25 MAY 7) CONTENTS Service Visit General Procedures... 2 Service Visit Project Numbers and Store References for Cycle 9 (Apr 25- May 7)..2 Priority 1 IMPACT In Home Assembly POP Survey. 3 OfficeMax Call Report...4 Display Report Codes...7 Office Max Requirements for Processing D&D for Bush SKUs...8 Store Associates & Impact D&D Grid...9 D&D Worksheet...10 Furniture Pad Repair Tracking Form...11 Service Visit IVR Questions...12 QUESTION TYPE GENERAL SERVICE VISIT AND PROJECT QUESTIONS SPECIFIC STORE ISSUES WHO TO CONTACT DISTRICT MANAGER IN STORE SERVICE MANGER TIM CHAPMAN (888) EXT 1114 (704) MON-FRI, 8AM 5PM EST TCHAPMAN@IMPACTRESOURCE.COM REPORTING OR SCHEDULING ISSUES DAYTON CONTACT CENTER (866) MON-FRI, 8AM 10PM EST SAT, 8AM 8PM EST SUN, 12PM 6PM EST

2 SERVICE VISIT GENERAL PROCEDURES 1. Sign into IMPACT s IVR Phone System and then sign into the Vendor Log Book (if available). 2. Check in and review service visit tasks with store management and walk the furniture pad with them to identify priorities. Obtain a copy of the Furniture Pad Repair Tracking Form if one was filled out for you. ( A blank copy is included in this packet if the store does not currently have one) 3. Complete your service tasks in the priority they are listed. 4. Check displays to ensure they are assembled and moving parts are in working order. 5. Dust, clean and make any necessary repairs. 6. Identify any missing or damaged parts and order as needed. 7. Process D&D according to instructions located in the packet. 8. Report Service Visit IVR Questions by calling into IMPACT s IVR Phone System. 1. Answer IVR Questions 2. Report SKU Exceptions 3. Report D&D 9. Sign out of Vendor Log Book (if available). 10. Sign out of IMPACT s IVR Phone System. SERVICE VISIT PROJECT NUMBERS AND STORE REFERENCES FOR CYCLE 9 (APRIL 25 MAY 7) PROJECT # STORE REFERENCES SERVICE TIME MANIFEST TIME OfficeMax Assortment Hub, Max II, 1C, and OfficeMax Assortment OfficeMax Assortment 4, 5, 6, 7, and MIN VENDORS BUSH, SAUDER, STUDIO RTA, TRU INOVATIONS AND Z-LINE OFFICEMAX SERVICE PACKET CYCLE 9 (APR 25 MAY 7, 2011) PAGE 2

3 PRIORITY 1 IMPACT IN HOME ASSEMBLY POP It s been two months since we launched our In Home Assembly Services sold at the OfficeMax Control Center (Kiosk). We would like to survey to see if the new POP promoting the new program is displayed in the store. For this cycle we are asking you to check the Furniture Pad to confirm the OfficeMax Furniture Assembly Brochures are displayed. These should be located in one of the furniture collections in a plexi holder. If you do not see the POP displayed, please check with the store to confirm they have it displayed and are out. If the POP is at the store, but not displayed, place the brochures in the designated spot according to the stores POG. All POGs list 3 locations where the POP is to be displayed. The collections or furniture display where it might be displayed are Bennington Collection, Appleton Executive Desk, Hampshire Collection, Office Axis desk and hutch and Merido Collection. There is one IVR service question that addresses the status of the POP display. If you report the POP is not displayed, we will communicate to OfficeMax corporate that need to order POP. It is important you answer this question correctly. OFFICEMAX SERVICE PACKET CYCLE 9 (APR 25 MAY 7, 2011) PAGE 3

4 OFFICEMAX CALL REPORT Cycle Dates : April 25, May 7, 2011 Date: Store # Rep EID: WO#: Rep Name: Sign IN Confirm # Sign Out Confirm# Project Confirm # Print Name: Signature: Store Assortment Group Stat SKU Desc H M 1C Code BUSH Corsa Three Drawer File X X X X Corsa Left Corner Module X X X X Corsa Keyboard Shelf X X X X X Corsa Light Pack X X X X X Corsa Return Bridge 48" X X X X X Corsa Credenza 72" X X X X X Corsa Bow Front Desk X X X X X Corsa 3 Drawer File X X X X X Corsa 2 Drawer File X X X X X Corsa Hutch 72" 2- Door X X X X X Fairview L Desk-white X X Fairview Lateral File - white X X Fairview Hutch- white X X Fairview Hutch X X X X X X Fairview Lateral File X X X X Fairview L Desk X X X X X X Northfield Double Ped Desk X X X Northfield Credenza Hutch X X X Northfield Return X X Northfield Credenza X X X Northfield Lateral File X X Office In Hour L Workstation X X X X X Office Pro Two Drawer File X X X X Office Pro 36" Desk X X X X Office Pro Vertical Locker X X X X X Office Pro Corner Desk X X X X X Office Pro 2 Drawer file X X X X X Office Pro 36" Hutch X X X X X Office Pro Corner Hutch X X X X X " x 36" Panel X X X X X " x 48" Panel X X X X X " x 60" Panel X X X X X Bennington Credenza X X X X X X Bennington Bookcase X X Bennington Lateral File X X X X Bennington Managers Desk X X X X X X X X Bennington L-Desk X X Bennington Hutch X X X X X X Articulating Keyboard Shelf X X X X X Straight Connector X X X X X Storage/Accessory Kit X X X X X " Left Hand Desk w/pedestal X X X X X " Left Hand Desk w/pedestal X X X X X Signature of Furniture Zone Specialist or Store Manager Reso Code OFFICEMAX SERVICE PACKET CYCLE 9 (APR 25 MAY 7, 2011) PAGE 4

5 OFFICEMAX CALL REPORT (CONTINUED) Cycle Dates : April 25, May 7, 2011 Store Assortment Group SKU Desc H M 1C BUSH Cont'd ENVOY Return Mocha Cherry X X X X X X X X ENVOY Corner Desk Mocha Cherry X X X X X X X X ENVOY Hutch Mocha Cherry X X X X X X X X ENVOY 3-Drawer File Mocha Cherry X X X X X X X X Quantum Light Pack X X X X X " T Connector X X X X X Mobile Pedestal with Cushion X X X X X Office Pro 36" Desk X X X X X Quantum 30" Storage File X X X X X Quantum Tall Storage Towe X X X X X Quantum 30" Storage Hutch X X X X X Quantum 72" Hutch Box 2 X X X X X Quantum 72" Hutch Box 1 X X X X X Quantum 48" Right Peninsula X X X X X Vantage Corner - Light X X X X X X X X X X Vantage Corner - Cherry - Displayed X X X X X X X X X X Vantage Corner Desk-Black X X X X X X X X X X Office Axis Desk & Hutch X X X X X X X X X X SAUDER OfficePort Dark Alder Executive Desk X X X X X X X OfficePort Dark Alder Lateral File X X X X X OfficePort Dark Alder Hutch for Lateral File X X X X X OfficePort Dark Alder Library Base X X OfficePort Dark Alder Hutch for Library Base X X OfficePort Dark Alder Library Return X X OfficePort Dark Alder Credenza X X X X X X X X X OfficePort Dark Alder Credenza Hutch X X X X X X X X X Sierra Heights Computer Desk X X X X X X X X X Lateral Bookcase X X X X X X X Sierra Heights L-Desk (2 PIECES) X X X X X Sierra Heights Exec Desk X X X X X X X X Sierra HeightsLateral File X X X X X X X X Sierra Heights Organizer X X X X X Lake Point Tech Pier X X X X X X X X Lake Point "L" Desk (1 Piece) X X X X X X X Lake Point Desk X X X X X X X X Brenton Studio Hide-A-Way Desk X X X X X X X X X Eastleigh Hide-A-Way Desk X X X X X X X X X Appleton Computer Desk X X X X X X X X X X Appleton Organizer Hutch X X X X X X X X X X Appleton Lateral File X X X X X X X X X X Appleton Writing Desk X X X X X X X Appleton Executive Desk X X X X X X Appleton Library with Doors X X X X X X Stat Code Reso Code OFFICEMAX SERVICE PACKET CYCLE 9 (APR 25 MAY 7, 2011) PAGE 5

6 OFFICEMAX CALL REPORT (CONTINUED) Cycle Dates : April 25, May 7, 2011 Store Assortment Group SKU Desc H M 1C ZLINE Tyler Bookcase X X X X X X X X X X Tyler Desk X X X X X X X X X X Hampshire L desk X X X X X X X X Hampshire Hutch X X X X X X X X Zentra Main Desk X X X X X X X X X Zentra Bookcase X X X X X X X X X Zentra Storage File Cart X X X X X X X X X Zentra Corner Connector X X X X X X X X X Zentra Computer Desk X X X X X X X X X Evanti Glass L Desk X X X X X X X X X X Evanti Storage File Cart X X X X X X X X X X Evanti Computer Cart X X X X X X X X X X Merido Computer Desk X X X X X X X X X X Merido Bookcase X X X X X X X X X X Merido Storage File Cart X X X X X X X X X X Merido Corner Connector X X X X X X X X X X Merido Hanging File Cart X X X X X X X X X X Merido Main Desk X X X X X X X X X X Merido Computer Tower X X X X X X X X X X Brenton Studios Zaida Bookcase X X X X X X X X X X Brenton Studios Zaida Storage File X X X X X X X X X X Brenton Studios Zaida "L" Desk X X X X X X X X X X TRU INOVATIONS Dolce Corner Desk and Hutch X X X X X X X X X X Dolce Lateral File w/hutch X X X X X X X X X X Dolce Storage Cabinet w/hutch X X X X X X X X X X OFFICEMAX Illustra Peter Walsh Desk Peter Walsh Console Table Wood L-Desk Wood File Cabinet Pyramid Bookcase DO NOT SERVICE THESE SKUS Stat Code Reso Code OFFICEMAX SERVICE PACKET CYCLE 9 (APR 25 MAY 7, 2011) PAGE 6

7 DISPLAY REPORT CODES STATUS CODE 1 Needs Repair 2 Display Missing 3 Damaged Beyond Repair RESOLUTION CODE 6 Parts Ordered 30 Adjust Shelf 31 Back Panel Repaired 32 Cabinet Doors Leveled 33 Cosmetic Repair Performed 34 Drawer Rails Adjusted 36 Remove Stickers 37 Repair made from previous visit parts order 38 Replaced Missing Shelf Pins/Grommets 39 Secured Hutch 40 Tightened/Replaced Handle 9 Display Out of Stock/Manager Refused to order 11 Manager Refused POG or Space Limitations 44 Display assembled Store Management Approved 76 Assembly Requested/Work Created 9 Display Out of Stock/Manager Refused to order 11 Manager Refused POG or Space Limitations 44 Display assembled Store Management Approved 76 Assembly Requested/Work Created OFFICEMAX SERVICE PACKET CYCLE 9 (APR 25 MAY 7, 2011) PAGE 7

8 OFFICE MAX REQUIREMENTS FOR PROCESSING D&D FOR BUSH SKUS For Bush products that are either damaged or defective, call the Bush manufacturer at and follow these procedures. Use the OfficeMax D&D Worksheet, shown to the right, and found on page 12 to track information you receive from Bush. Make a copy and leave with store management. If the item qualifies to receive a destroy number You will be provided an OfficeMax Destroy Number (OMD#) from the Bush operator. Write this number on your OfficeMax D&D Worksheet. Under the RA# or OMD# column and fill out the other required information. Bush s vendor number is 2 and the vendor model number can either be obtained from a store associate or taken from the item s box. Make a copy of this sheet and leave it with the store manager at the conclusion of your visit. If you are told the item does not qualify to receive a destroy number You will be advised that a destroy number is not needed and an allowance for the item will be authorized. In this situation, you will generate a Return Authorization Number for the item using the procedures outlined below in the blue box. Record this number on your OfficeMax D&D Worksheet. Make a copy of this sheet and leave it with the store manager at the conclusion of your visit. If the item is a Special Order Item a Purchase Order Number is available If the item is a Special Order Item a Purchase Order Number is available, this number should be on the package and/or the store will be able to provide you the number. Give this number to the Bush operator that you speak with. INSTRUCTIONS FOR CREATING A RETURN AUTHORIZATION NUMBER Return Authorization Numbers you create will look like the one to the right. You will not be provided this number from the Bush manufacturer, as you are required to create it following these directions. 2I Part 1 Part 2 Part 3 Part 4 Part 1 The Return Authorization Number for Bush products always begins with 2I. The number 2 is Bush s manufacturer code and the letter I stands for Impact Resource Group. Part 2 The second set of digits is your Employee Identification Number, or EID. Part 3 The third set of digits is the date of the service visit in the form month (00) day (00) year (00). There are 2 digits for each month and day part of this entry and a leading 0 is to be used if the month or day only has a single digit. For example, January 1, 2010 would be Part 4 The fourth set of numbers is the OfficeMax store location number. For example, OfficeMax Store #4488 would have 4488 listed. If the store number is less than 4 digits, like store number 99, use Combine all numbers together and separate each step with a hyphen to form the 4-part Bush product Return Authorization Number, as shown above. Record this number on your OfficeMax D&D Worksheet. OFFICEMAX SERVICE PACKET CYCLE 9 (APR 25 MAY 7, 2011) PAGE 8

9 STORE ASSOCIATES & IMPACT D&D GRID OFFICEMAX SERVICE PACKET CYCLE 9 (APR 25 MAY 7, 2011) PAGE 9

10 D&D WORKSHEET OFFICEMAX SERVICE PACKET CYCLE 9 (APR 25 MAY 7, 2011) PAGE 10

11 FURNITURE PAD REPAIR TRACKING FORM Furniture Pad Repair Tracking Form Store# This f orm is to be used by the Furnit ure Specia list to rec ord f urniture se rv iced by Impact that needs repair or re pla ced RECORD THE FOLLOWING: *All Damaged Furniture NeedingRepair or Parts Order Replacement *All Missing Furni ture Displays Required for Re-Order IMPACT Contac t: DATE ENTERED DESCRIPTION SERVICE WORK REQIUIRED DATE COMPLETE SIGN-OFF INITIALS OFFICEMAX SERVICE PACKET CYCLE 9 (APR 25 MAY 7, 2011) PAGE 11

12 SERVICE VISIT IVR QUESTIONS Questions to answer using the IVR system (Project Data - Option 2) Answers IMPACT IN HOME ASSEMBLY POP Question 1 Are the "OfficeMax Furniture Assembly Brochures" displayed on the Furniture Pad. Enter 1 = YES 2 = NO, But found them during the call and displayed them. 3 = NO Furniture Pad Repair Tracking Form Question Question 2 Question 3 Question 4 Was Furniture Pad Repair Tracking Form filled out by Store prior to Visit? SKU Exceptions Do you have any sku exceptions to report? Enter 1=YES 2=NO Enter the IVR/SKU# Enter: IVR/SKU # Enter the Status Code Enter: Status Code from this list: Enter the Resolution Code Enter: Resolution Code for SKUS D&D(Damages and Defectives) Enter 1 = YES, 2 = NO, 3 = NO, Store Not Aware of Form. If YES: Press 1 to enter D&D SKU# Do you have any D&D to report? If NO: Press 2 and receive your confirmation# Enter the D&D SKU# Enter: D&D SKU # If YES: Press 1 to enter the quantity, Did you recertify (old code 9999) the sku? If NO: Press 2 to enter the RA # Enter Quantity Enter: Quantity Enter the RA # Enter: RA # for the SKU Enter Quantity Enter: Quantity If YES: Enter D&D SKU# Do you have any more D&D to report? If NO: You have completed reporting data for this call. You will receive a confirmation # Answers OFFICEMAX SERVICE PACKET CYCLE 9 (APR 25 MAY 7, 2011) PAGE 12