OFFICE DEPOT SERVICE PACKET CYCLE 9 (APR 21 ST MAY 4 TH ) CONTENTS Service Visit General Procedures... 2 Reference Notes Packet... 2, 3 Carb Compliance On-Going Stickering California Only... 2 Memo To Stores of Transition from Impact to Apollo (NEW)... 3 Use of Display Code #5, Resolution Code # s 80, 81, 82 (NEW)... 3 Priority #1: Chair Wall Survey, 200 Select Stores (NEW)... 4-6 Priority #2: Furniture Test Stores, 43 Select Stores Only... 6-7 Priority #3: In-Home Assembly POP/Plexi Check... 7-10 Reminder: Apollo In-Home Assembly POP... 10 Reporting: Service Visit Work Order Survey... 11 QUESTION TYPE GENERAL SERVICE VISIT AND PROJECT QUESTIONS SPECIFIC STORE ISSUES REPORTING OR SCHEDULING ISSUES IT, KIOSK, OR TECHNICAL ISSUES WHO DO I CALL? YOUR DISTRICT MANAGER RICH LALLA OFFICE DEPOT ACCOUNT MANAGER (866) 376-1962 RLALLA@APOLLORETAIL.COM CONTACT CENTER (866) 660-5147 MON-FRI, 8AM 10PM EST SAT, 8AM 2PM EST IT DEPARTMENT (800) 451-8803 If you have any questions during this service visit, contact one of the sources listed above. Do not contact Office Depot Corporate directly or ask the Store Manager to do this on your behalf.
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 Apollo 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, you must ensure each and every cycle that all displays that fall under the Carb Compliance program are stickered correctly. Please refer to the Carb Compliance instructions posted with your other service materials. If you need additional stickers, please ask the store to print them for you. You may not leave the store if any displays that require it are NOT stickered. OFFICE DEPOT SERVICE PACKET CYCLE 9 (APR 21 ST - MAY 4 TH ) PAGE 2
REFERENCE NOTES PACKET - UPDATED Please note that the Reference Notes Packet has been updated. No action is needed, this is informational only. MEMO TO STORES OF TRANSITION FROM IMPACT TO APOLLO On 4/23 the memo titled Apollo Impact Transition, posted with your other service materials, is being sent to all stores from Office Depot corporate to officially inform them of our company transition from the Impact to Apollo name. No action is needed on your part. This is just a heads up of the communication being sent to the stores. USE OF DISPLAY CODE #5, RESOLUTION CODES # S 80, 81, 82 Going forward, you must be sure to report these codes each time they are valid and required. The codes will now be viewable by the stores and tracked by Office Depot corporate. This does not take place of the POG Deviation Survey this survey is also still required. DISPLAY STATUS CODE DISPLAY RESOLUTION CODE 5 - POG Not 100 Set 80 - Space - Store does not have sufficient space 81 - Space - Store Displaying Extra Items or Multiple Displays of same Sku 82 - Clearance skus not moved or sold off OFFICE DEPOT SERVICE PACKET CYCLE 9 (APR 21 ST - MAY 4 TH ) PAGE 3
PRIORITY #1 CHAIR WALL SURVEY, 200 SELECT STORES In the 200 select stores listed below, please determine the type of chair wall on display in your store. STORE CITY ST STORE CITY ST STORE CITY ST STORE CITY ST 15 HOUSTON TX 281 MIAMI FL 477 AUSTIN TX 959 AIEA HI 21 FORT MYERS FL 282 MIDLAND TX 481 PADUCAH KY 965 ENCINITAS CA 37 KNOXVILLE TN 284 MERRITT ISL FL 490 ST PETERSBU FL 972 SALT LAKE CI UT 45 DAVIE FL 291 BOSSIER CIT LA 492 STERLING H MI 975 ISSAQUAH WA 55 METAIRIE LA 307 PLANO TX 493 WILLIAMSVI NY 977 GRESHAM OR 56 HARVEY LA 308 COLUMBUS GA 495 HOUSTON TX 978 EAST PALO A CA 67 HOUSTON TX 317 CARY NC 498 EL PASO TX 979 MILLBRAE CA 70 CORPUS CHRISTI TX 319 PINEVILLE NC 513 NORMAL IL 982 EVERETT WA 71 BOYNTON BEACH FL 322 DALLAS TX 517 LA CRESCENT CA 2001 FRANKLIN TN 72 MIDWEST CITY OK 324 HATTIESBUR MS 519 MCALLEN TX 2085 EDMOND OK 83 OKLAHOMA CITY OK 333 PARAMUS NJ 527 LAREDO TX 2098 SAN ANTON TX 84 DAYTON OH 334 MONROE LA 531 CLARKSVILLE TN 2101 LOS ANGELE CA 86 HOUSTON TX 336 FLORENCE SC 539 VICTORIA TX 2115 WEST PALM FL 91 BOCA RATON FL 339 RESTON VA 557 ANCHORAGE AK 2117 LUFKIN TX 95 CLEARWATER FL 343 FAYETTEVILL AR 558 SAN CARLOS CA 2122 FRISCO TX 101 LAFAYETTE LA 344 COVINGTON LA 570 HONOLULU HI 2132 TULSA OK 102 WEST PALM BEACH FL 345 OAKRIDGE N TX 578 MEMPHIS TN 2146 LONDON KY 106 SPRINGFIELD MO 347 ABILENE TX 592 COLUMBUS MS 2149 MYRTLE BEA SC 107 TAMPA FL 349 ALEXANDRIA LA 609 TEMECULA CA 2157 WICHITA KS 108 TALLAHASSEE FL 350 GAITHERSBU MD 615 SAINT CLOU MN 2164 AVON IN 109 ST LOUIS MO 357 FT SMITH AR 616 SHERMAN TX 2175 BAKERSFIELD CA 110 DAYTONA BEACH FL 359 TULSA OK 620 CONROE TX 2178 PORT ARTHU TX 112 SAINT PETERSBURG FL 362 TOPEKA KS 625 JOPLIN MO 2185 BEAUMONT TX 121 LITTLE ROCK AR 382 KINGSPORT TN 628 HOUSTON TX 2190 WICHITA KS 124 METAIRIE LA 385 LAFAYETTE LA 629 SOUTHHAVE MS 2193 AUGUSTA GA 138 PLANO TX 386 FLORENCE AL 637 EDISON NJ 2198 LAS VEGAS NV 145 CHARLESTON SC 388 BATON ROU LA 639 DURANGO CO 2218 SAN ANTON TX 147 MADISON WI 393 SCHAUMBU IL 646 ANCHORAGE AK 2236 ATHENS GA 155 WACO TX 395 ODESSA TX 656 MAPLE GROV MN 2254 LONGVIEW TX 161 MCALLEN TX 397 COLLEGE STA TX 661 WOODLAND CA 2255 WATAUGA TX 163 MONTGOMERY AL 399 JOHNSON CI TN 662 ROGERS AR 2259 DORAL FL 165 LINCOLN NE 403 AUSTIN TX 665 BAYTOWN TX 2293 HOOVER AL 166 AMARILLO TX 405 LACROSSE WI 676 OKLAHOMA OK 2317 BARBOURSV WV 186 GAINESVILLE FL 408 PARKERSBU WV 697 GONZALES LA 2335 WEST DES M IA 189 NORTH MIAMI BEAC FL 411 MORGANTO WV 858 HONOLULU HI 2350 SAN ANTON TX 195 EL PASO TX 416 SUGARLAND TX 893 BEAVERTON OR 2379 SUMMERFIE FL 196 LUBBOCK TX 419 LAWRENCE KS 894 TACOMA WA 2387 CYPRESS TX 201 TAMPA FL 421 TEXARKANA TX 909 SUNNYVALE CA 2495 WEBSTER TX 206 FORT WALTON BEAC FL 424 HOUMA LA 912 BURBANK CA 2507 TOTOWA NJ 211 PALM BEACH GARDE FL 425 FAYETTEVILL NC 917 CHICO CA 2564 HUNTSVILLE AL 213 MIAMI SPRINGS FL 429 WARNER RO GA 921 TIGARD OR 2581 EL PASO TX 223 EL PASO TX 430 FREDRICKSB VA 933 DALY CITY CA 2583 VICTORIA TX 234 NORTH LITTLE ROCK AR 433 JACKSONVIL FL 940 MEDFORD OR 2603 WESLEY CHA FL 242 TYLER TX 435 OKLAHOMA OK 941 SANTA ROSA CA 2661 HUMBLE TX 248 PANAMA CITY FL 445 BISMARCK ND 942 SAN DIEGO CA 2684 SAN PATRICI PR 259 BATON ROUGE LA 446 SHREVEPOR LA 950 LOS GATOS CA 2691 LAKE JACKSO TX 262 HUMBLE TX 447 TALLAHASSE FL 952 BAKERSFIEL CA 2785 LUBBOCK TX 264 OCALA FL 449 HOT SPRING AR 954 BEAVERTON OR 2812 CAGUAS PR 266 LAKE CHARLES LA 450 BILLINGS MT 955 SAN RAMON CA 3261 ORLANDO FL 277 BEAVERCREEK OH 462 KATY TX 956 SEATTLE WA 3267 WICHITA FA TX OFFICE DEPOT SERVICE PACKET CYCLE 9 (APR 21 ST - MAY 4 TH ) PAGE 4
PRIORITY #1 CHAIR WALL SURVEY, 200 SELECT STORES (CON T) Review the choices below with Store Management, and enter your findings on your survey questions. Office Depot will be purchasing new walls based on our answers, so accuracy of reporting is very important. OBJECTIVE: Identify the type of Chair Wall on display in your store: WOOD WALLS EASIEST WAY TO TELL IS ENDS ARE ROUNDED AND WHOLE WALL IS WOOD ROUNDED CORNERS. ENTIRE WALL IS WOODEN. METAL WALLS EASIEST WAY TO TELL IS ENDS ARE MADE WITH SQUARE METAL SQUARE METAL CORNERS/ FRAME. FABRIC WALLS EASIEST WAY TO TELL IS PANELS ARE MADE OF FABRIC PANELS ARE MADE OF FABRIC. OFFICE DEPOT SERVICE PACKET CYCLE 9 (APR 21 ST - MAY 4 TH ) PAGE 5
PRIORITY #1 CHAIR WALL SURVEY, 200 SELECT STORES, (CON T) CHAIR RAIL WALLS EASIEST WAY TO TELL IS THE METAL FRAME WITH POP CHANNELS (less than 10 stores in the entire chain have this type of wall) METAL FRAME WITH POP CHANNELS PRIORITY #2 FURNITURE TEST STORES, 43 SELECT STORES ONLY In the 43 stores listed below, Apollo is being asked to execute the following steps for COMPUTER FURNITURE & VIGNETTE POGs only. This does not apply to chair, filing, or bookcase POG s. You must work with the Store Management on this priority, so please review the tasks with them when you first arrive at the store so as to coordinate a time to execute it during your service call. Office Depot DM s have been made aware of this project and have communicated it to the stores. When speaking with Store Management at this time, please confirm with them that they will assist and allow this project to be completed prior to you completing your service call. Inform them what time your service call ends, to plan properly to complete the project. If the store will not assist or allow the project to be completed, you must contact Rich Lalla immediately so he can conference in Office Depot corporate to discuss any challenges Store Management may be having. Steps to Execute: 1. Work with Management to pull out all the furniture that falls into the following scenarios: Items that are a duplicate color that should not to be on display Items that are not planogrammed to be on display For items that are on display in an incorrect color, you must submit a Code 76 Replacement Assembly work order in for the correct color 2. Work with Store Management on where they would like the items to be placed off of the pad (i.e. front of store, main aisle next to pad, etc.). They cannot be left on the pad. 3. List all the SKUs on the POG Deviation Survey that have been pulled out & the name of the employee at the store that assisted you. OFFICE DEPOT SERVICE PACKET CYCLE 9 (APR 21 ST - MAY 4 TH ) PAGE 6
PRIORITY #2 FURNITURE TEST STORES, 43 SELECT STORES ONLY Select Store Listing: STORE CITY ST Apollo DM STORE CITY ST Apollo DM 59 BIRMINGHAM AL Todd Miller 965 ENCINITAS CA Brian Bergman 98 BALTIMORE MD Joan Ewell 2099 EL CAJON CA Brian Bergman 163 MONTGOMERY AL Todd Miller 2116 FREDERICK MD Joan Ewell 173 BALTIMORE MD Joan Ewell 2207 ROSEDALE MD Joan Ewell 246 PIKESVILLE MD Joan Ewell 2210 CHULA VISTA CA Brian Bergman 270 TUSCALOOSA AL Todd Miller 2225 OPELIKA AL Todd Miller 274 DOTHAN AL Todd Miller 2251 POWAY CA Brian Bergman 308 COLUMBUS GA Todd Miller 2273 WESTMINSTER MD Joan Ewell 369 HUNTSVILLE AL Todd Miller 2274 NORTHPORT AL Todd Miller 383 DECATUR AL Todd Miller 2293 HOOVER AL Todd Miller 386 FLORENCE AL Todd Miller 2304 ESCONDIDO CA Brian Bergman 494 SAN DIEGO CA Brian Bergman 2378 MONTGOMERY AL Todd Miller 614 TIMONIUM MD Joan Ewell 2559 ENTERPRISE AL Todd Miller 814 SAN DIEGO CA Brian Bergman 2564 HUNTSVILLE AL Todd Miller 818 SAN DIEGO CA Brian Bergman 2598 BEL AIR MD Joan Ewell 846 LA MESA CA Brian Bergman 2626 REISTERSTOWN MD Joan Ewell 874 SAN DIEGO CA Brian Bergman 2631 BIRMINGHAM AL Todd Miller 908 SANTEE CA Brian Bergman 2672 ELKRIDGE MD Joan Ewell 934 SAN DIEGO CA Brian Bergman 2729 BIRMINGHAM AL Todd Miller 935 CHULA VISTA CA Brian Bergman 2778 LANSDOWNE MD Joan Ewell 942 SAN DIEGO CA Brian Bergman 3263 PRATVILLE AL Todd Miller 963 NATIONAL CITY CA Brian Bergman PRIORITY #3 IN-HOME ASSEMBLY POP/PLEXI CHECK It has come to the attention of Office Depot that this POP and brochure is often not set in the proper plexi. This may be because the store does not have the proper size plexi available which is 17 x 8.5. If you are unable to set this POP as shown in the Furniture Pad POP Instructions, and you only have a plexi size 19.5 x 8.5 available, you must follow the instructions below. EXAMPLE OF POP SET IMPROPERLY IN PLEXI SIZE 19.5 x 8.5 (notice the gap between the insert sheet & brochures): OFFICE DEPOT SERVICE PACKET CYCLE 9 (APR 21 ST - MAY 4 TH ) PAGE 7
PRIORITY #3 IN-HOME ASSEMBLY POP/PLEXI CHECK (CON T) ASK STORE TO PRINT AN INSERT SHEET SIZE 11 x 17 SO THAT IT FILLS THE ENTIRE INSERT SPACE OF PLEXI SIZE 19.5 x 8.5. Please note that you must cut the sheet to size 8.5 x 17 : PLEASE NOTE THAT THE STORE MUST PRINT THE INSERT FROM THEIR SHAREPOINT SITE SELECTING Apollo_Plexi_FITS_19.5-Holder : OFFICE DEPOT SERVICE PACKET CYCLE 9 (APR 21 ST - MAY 4 TH ) PAGE 8
PRIORITY #3 IN-HOME ASSEMBLY POP/PLEXI CHECK (CON T) INSERT A BROCHURE INSIDE THE PLEXI ITSELF WITH THE PRICING SIDE FACING THE CUSTOMER: FOR THE BACK SIDE OF PLEXI USE SAME PROCESS AS ABOVE: OFFICE DEPOT SERVICE PACKET CYCLE 9 (APR 21 ST - MAY 4 TH ) PAGE 9
PRIORITY #3 IN-HOME ASSEMBLY POP/PLEXI CHECK (CON T) FINAL STEP - FILL BROCHURE HOLDER WITH BROCHURES: ATTENTION 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 are 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 (APR 21 ST - MAY 4 TH ) PAGE 10
! corrected. REPORTING: SERVICE VISIT WORK ORDER SURVEY Answer the questions below using the Office Depot Kiosk. Once you complete the report, you can call your District Coordinator if you made any data entry errors that need to be Do this before leaving the store for the day. # QUESTION ANSWER OPTIONS 1 For Priority #1, did you review the chair wall choices with a member of Store Management to confirm the type of chair wall the store has? 2 For Priority #1, please enter the type of chair wall currently on display in your store. 3 For Priority #2, did you execute the project as instructed? 4 For Priority #3, did you execute the project as instructed? 5 Are you servicing a store in the state of California? 6 Did you ensure that all furniture displays that fall under the Carb Compliance program are stickered? 1 = Yes 2 = No, a member of Store Management was not available 3 = No, my store is not on the 200 Select Store List 1 = Wood Chair Wall 2 = Metal Chair Wall 3 = Fabric Chair Wall 4 = Chair Rail Wall 5 = Store Does Not Currently have a Chair Wall on Display 6 = My store is not on the 200 Select Store List 1 = Yes, fully complete and reported on the POG Deviation Survey. No issues. 2 = No, Store Management refused to assist me. Contacted Rich Lalla as instructed. 3 = No, my store is not listed on the 43 Select Store Listing. 1 = Yes, fully complete 2 = POP was initially set properly, did not need to execute this project 3 = No, store did not have any plexi s, reported on my Sku Exceptions 1 = Yes 2 = No 1 = Yes, all displays requiring it are stickered 2 = No, store could not print the stickers I needed and I emailed Rich Lalla to inform him. 7 SKU Exceptions Please enter your sku exceptions 8 Did you print a copy of your service call sku exceptions, review the sku exceptions, and leave a copy with store manager? 1 = Yes 2 = No OFFICE DEPOT SERVICE PACKET CYCLE 9 (APR 21 ST - MAY 4 TH ) PAGE 11