1. West Area Process Team:
POS/Policy
2015 Operational Process Improvement Roadmap
By: Tamara Hammond

2. Table of Content
 IT/Area Process Team Alignment
─ Partnership at all levels
─ New Area System Issues Database
 Regional/Store Alignment
─ System Champion Program
─ POS Road Shows
─ Trouble Ticket Resolution Process
─ System Issue Communication Funnel
─ National Trouble Ticket Alignment

3. IT/Area Process Team Alignment
New Area System Issue Database
 Weekly Friday IT/Area Team meeting to level set POS/system issues and findings
 Partnering on field visits when issues are identified
 New Area System Issue Tracking database
─ Regional Ops/IT/Area have access to load and track issues identified in one location
─ One stop source for requested system enhancements and status
─ Tracking Ops Alert communications in one location
─ Wednesday Weekly Summary

4. System Champion Program
My POSse Core Team
 My POSse Core Team is created to streamline two-way communications and resolution on
systems issues. Each store will have a two designated “System Champions” and a Regional My
POSse Core Team will be created.
My POSse Core
Team
• Regional Ops Analyst
• IT Lead
• Each store will designate two System Champions “Manager/Solutions Specialists”
• Regional Ops teams will maintain the contacts for each store to ensure accuracy
Lead
Responsibility
• Leads will be responsible for ensuring Trouble Tickets and issues are reported for store correctly
• Leads will be 1st point of contact for system updates
• Leads will provide in store education on POS fixes and issues
• Leads will attend Quarterly POS Road Shows for continued education and feedback
Region
Responsibility
• Troubleshoot Store issues and provide education and updates as needed
• Communicate updates, fixes, and known issues to POS leads and provide training as needed
• Liaison for Regional EUS team and Area
• Manage and coordinate Regional POS Road Shows
Area
Communications
• Weekly POS Tips – helpful tips and updates
• POS Alerts – critical and urgent system information

5. Regional/Store Alignment:
POS Road Shows
Coordinate road shows in all markets to gather feedback, explain known issues and
workarounds
Quarterly
Road Shows
• Led by Regional POS
Leads
• Quarterly
• March
• June
• Sept
• Dec
Attendees
• System Champions
• Regional IT
• Customer Service
Lead
• Area Lead
• Regional Marketing
Material
• Recent
enhancements/fixes
• Top 20 Trouble
Tickets
• Regional reported
issues

6. Regional Analyst Field Support
Retail System Database SERC/ Iconic Help Files Smartboard and
Newsboard
What Are Some of the Most Common Questions?
 Edge agreement cancellations or creations?
 Edge More Everything discount is missing?
 Edge More Everything discount is missing?
 Where can I access multi line edge orders?
 Can I Edge Up to a 2 year contract?
 Is there anyway to override the customer’s eligibility?

7. Regional/Store Alignment:
Trouble Ticket Resolution Process
Monday
Area will prepare
communication on the
fixes going in that night
Regional Ops will work
back with MyPOSse leads
to educate and gather
feedback on fixes
Tuesday
Regional Ops gathers
feedback and reports
updates on new Area
Issue Tracker
Wednesday
Area review feedback and
resolutions with HQ team

8. Regional/Store Alignment:
System Issue Communication Funnel
Lead
submits
ticket via
self help
Evaluate issues:
Training, Issue or
Enhancement?
Review Area Log
on focus call to
identify
additional
examples and
prioritize
Specialists
identify
system issue
Region posts
issues to
Area Log
Specialist Store
Lead
Region Area
Ops, EUS &
POS field
visits
Evaluate issues:
Training, Issue or
Enhancement?
National
Nat’l Ops
consolidates
Area Logs,
reviews
issues
Issues
reviewed
weekly with
Nat’l Ops, App
Teams, EUS,
ITIM
Ops, EUS
& POS
field
visits
Direct
FBFocus
Grps
Escal

9. National POS Alignment
Thursday
Friday
Monday
 All teams review Top 20 & Master Issues List, offline
 Send list of change control fixes to all teams.
Tuesday
 Change control (fixes) implemented (start of business/Mon
PM)
Wednesday
 Meeting with Area & Region OPS - Review Change Control
results and feedback from the field. (30 min)
 Focus call meeting with Area & Region Ops – Review new
issues, prioritize, and set severity levels
 Meeting with National OPS & IT Teams – Review Top 20 &
Master Issues List
 Meeting with Area & Region OPS - Review open trouble
tickets, Master Issues List & finalize Top 20 for the week
(60 min)