Standard Operating Procedures - KWI Customer

Standard Operating Procedures

KWI / Customer

1. KWI - Outsourcing Solution: …………………………………… 2

2. Implementation: ……………...…………………………………….. 3

· Assign Contact Person

· Identify Milestone Dates

· Review and assign Implementation tasks

· Interface Projects

3. Client Hours Per Month: ……………………………………………… 5

4. Ordering Equipment: ……………………………………………… 6

5. Client Services: ……………..…………………………………………... 7

· Status Meetings / Issues List

6. POS Help Desk: ……………………………………………………… 8

· Calls / Projects / Tax changes

7. Application Support: ……………………………………………….. 12

8. KWI Back Office Project Request: …..…………………………. 14

· Approval / ETA’s (Project completion dates) / Fast Track

9. KWI Professional Service Fees: …..…………………………. 15

Addition Documents: POS Equipment Order Form.doc

POS Project Request Form.doc

Project Request Form.xls

1. KWI - Outsourcing Solution

· Founded in 1985, provides a cost-effective end-to-end information system designed for the retail environment.

· One monthly fee per store covers your IT needs including merchandising, POS, and Polling.

· Provides customization for reports, interfaces and screens on an on going basis through out the year. There are no version releases.

· All Clients receive any changes to the system.

· There is no addition hardware to be installed at your corporate office. Access to your retail data is accomplished through a web browser at any location or time through the Internet.

· Data servers are always up – down times for maintenance and emergencies will be communicated.

· 24 x 7 - Point of Sale Help Desk support.

· 5 day - Applications Support (Back Office).

· Client Services Representative - a dedicated person to oversee your account.

2. Implementation

· The implementation department is a client’s second KWI contact. (The sales meeting is the first)

· The implementation manager will coordinate all efforts on both the KWI team and the client’s team.

· The implementation process consists of many tasks that need to be completed in order for a new client to ring sales and conduct business using KWI POS / Back Office.

· The Implementation Manager will work together with the Client Services representative.

· Once the client is live, the implementation manger will begin to step down from the process as the client services representative takes control of the status meetings.

Contact Person:

A contact person on the client’s side is identified and will be the main contact between KWI and the client for the life of the implementation process. This person will have a Project Leader role on the clients side during implementation.

Implementation Milestones:

· Implementation meeting

o Introduction of team members including roles and functions of each member on the project.

o Fact Finding session – for KWI to learn about the new clients business.

o Review of implementation tasks – Identify what tasks apply to the project, identify dates and people responsible.

o Back office Functionality Review – a live demonstration of the KWI back office system

o Reports – live demonstration of adhoc reports, and cognos software reporting tool.

· Point of Sale register hardware ordered

· Transaction set review meeting scheduled

· Business Process Flow meeting scheduled

· Back office training scheduled

· Point of Sale register installation scheduled

· Point of Sale register training scheduled

· Go Live

o Back Office (item maintenance, purchase orders, receiving, printing barcode tickets)

o POS – Ringing sales

o Establish daily meetings to review status. (Client Services and Store Systems staff will participate.)

Review and Assign Implementation Tasks:

· The Implementation Manager will review and assign due dates to all tasks needed for go live.

· The Implementation Manager will establish daily meetings upon go live then weekly to be scheduled the second week after go live to review open tasks and check progress. (Client Services and Store Systems staff will participate.)

Interface Projects:

· The Implementation manger will be involved with the design of any interfaces between KWI and the clients in-house or 3rd party vendor systems.

· Interface projects can happen as part of the new client implementation or for existing clients that want to add this functionality.

The following steps must be completed:

· Client to complete project request form.

· Client to create file specification.

· KWI to create / submit KWI new project.

· Project then follows the normal approval process with a completion date.

See section 8. KWI Back Office Project Requests for addition information.

3. Client Hours Per Month

Each client receives a fixed number of programming project hours a month based on number of stores.

This does not apply to KWI – Lite Clients

KWI –Lite Clients obtain project hours through Fast Track.

See Section 8. KWI Back Office Project request – Fast Track

· Hours cannot be carried forward from month to month.

· Unused hours each month are lost.

· Future hours can be used for larger projects requiring the time.

· Hours are applied to “new projects” not “bug fixes”.

· Hours for next month must be submitted as projects prior to the 15th of the current month.

There is a finite amount of KWI programming time per month. Time is allocated to projects for all clients on a first come basis. All approved projects will receive a completion date. This date can be 6 weeks from the date of final approval.

4. Ordering Equipment

Guidelines

· All equipment orders require a completed order form.

· Order form must be e-mailed to .

· KWI needs a minimum of 30 days advance notice.

· The delivery date must be at least one day ahead of the installation date.

· The installation date should be a minimum of 2 business days before the first day of Live Sales/Receiving.

· The first day of Live Sales/Receiving is the date that the store will be doing live transactions.

Ordering Equipment

When the form is submitted, the client will receive confirmation from the Purchasing Coordinator, confirming receipt and a brief recap of the order. KWI will attempt to schedule the clients requested dates. KWI will notify the client if these dates are not possible and offer alternate dates to choose from.

Installation / Go Live

On the installation day, the person from the clients company that is setting up the register should call the helpdesk. This must be scheduled at the time the installation date is confirmed. Hours of KWI availability are to begin installation are between 9:00am and 4:00pm Eastern Time. The helpdesk will instruct the caller to set the register up, provide any assistance necessary in doing so, and then ask the installer to call KWI back when that task is completed. KWI helpdesk will then dial into the register and, with the installers assistance, complete an extensive installation and testing checklist to ensure that the register is installed correctly and working properly. The register will be turned over to the client for training. Training must be done in “training mode” only, as the register is now live and all non-training data will be considered to be live.

See Additional Documents: POS Equipment Order Form.doc

5. Client Services

A Client Services representative will be assigned during the implementation process (Period when new client begins work with KWI either as startup or migration from another system).

A Client Services representative is the main contact (after implementation)

Client Services Tasks:

· Training

· Conference calls - must start as weekly after go live to review status of open projects, outstanding issues, business processes and system capabilities.

· Review and escalation of Application Support calls.

· Discussion and analysis of how KWI can help client meet their business objectives quicker and more efficiently through KWI Back Office.

· Projects – discussing and partnering on new projects and prioritizing existing projects.

6. Point of Sale – Help Desk

The KWI Help Desk is available 24 hours a day, 7 days week. This is a stores first phone call when the register system fails.

(800) 873-5944 / (516) 621-2400 (Press “1” for the help desk)

· When calling the help desk – the caller should provide:

o Store Number

o Previous POS Help Desk ticket number if available

o First name, Last name

o Store Name

Senior retail staff should assist new store personnel during their initial calls to the help desk.

· When completing a call with the help desk – the caller should obtain:

o POS Help Desk Ticket Number

o Help Desk Technicians Name

· When sending email to the help desk () - the submitter should provide:

o Store Number

o Previous POS Help Desk ticket number if available

o First name, Last name

o Store Name

o Detailed description of problem or issue

Call Priority:

Priority / Response / Resolve
Priority 1 (not hard drive) / Immediate / 24 hours
Priority 1 (hard drive) / Immediate / 30 hours
Priority 2 / 2 hours / 1 business day
Priority 3 / 4 hours / 1 business day
Priority 4 / 4 hours / 1 business day
Priority 5 / 1 business day / 1 business day

Guidelines for Prioritizing Calls

Priority 1

Store cannot ring sales

Register 1 down

Register 1 printer down

Credit cards not dialing out

No PLU

Priority 2

Virus (store still up)

Multiple registers down (not register 1)

2nd register down in a two register store

PLU not correct

Gift Card problems

Data Support Issues

E-mail Issues, KWI Supported

Priority 3

Intermittent problem with register

Traffic Counter not working

Intermittent problem with modem

Intermittent problem with printer

KWI Supported e-mail issue

Polling Issues

Priority 4

E-mail issue, not KWI supported

Fading monitor

Batch won’t settle

Priority 5

Training (“how-do I?” POS) questions

User responsibility (how do I change ribbon, how do I send e-mail)

Non-KWI Issues

POS Projects:

The register system is parameter driven and highly flexible. All changes must go through the KWI Store Systems department.

· Complete a POS project request form.

· E-mail request form to and copy your Client Services Representative.

· KWI will evaluate your project and respond back to you within 3 business days with project acceptance

· KWI will respond back with 7 business days with completion dates.

See additional document: POS Project Request Form.doc

POS Tax Changes:

· For a one-day event or purchase by a tax-exempt charity – the tax-exempt key at the register can be used.

· For tax-exempt items that will always be non-taxable or special State / City Government tax-free timed events, the item hierarchy will be used to control tax. (Department, Class, Sub-Class, Level 4, Level 5, Level 6)

· Submit a list of codes as related to the item hierarchy to .

· List must include the start date and end date.

· All the items in each item hierarchy level will be tax-exempt. This may require a change in your item hierarchy or the use of a lower level.

· This list must be submitted 30 days prior to the event.

· Any request not submitted with 30 days in advanced can be fast tracked

See Section 8. KWI Back Office Project request – Fast Track

Example Below:

All items that are in the item hierarchy level 5 with a value of 007 will be tax exempt.

7. Application Support

The application support staff is for KWI Back Office, (Java application) Legacy system clients (Older Unix application) will call their Client Services representative directly.

The goal of the Application Support department is to answer all your questions on training, data problems, broken reports and functions. The can help you navigate menus, help choose reports to meet your business needs and follow up on training questions for your new staff members.

The applications Support department is available 5 days a week from 9:00am to 6:00pm (EST).

(800) 873-5944 / (516) 621-2400 (Press “7” for Application Support)

Questions and issues can also be e-mailed to .

· When calling Applications Support – the caller should provide:

o Previous Application Support ticket number if available

o First name, Last name

o Company Name / Number

Senior corporate staff should assist new corporate personnel during their initial calls to Application Support.

· When completing a call with Applications Support – the caller should obtain:

o Application Support Ticket Number

o Priority Number

o Category (Broken, Data Question / Training)

o Application Support Technicians Name

If the status of the call remains open the Application Support technician will follow-up with the client. Programming or Operations projects may need to be entered. These projects require an approval process.

See Section 6. KWI Back Office Project Requests for addition information.

Broken Projects Approval Process

Type / Client Services Manager Approval
(Review project for content /Assigns programming team leader) / Programming Department Team Leader Approval
(Assigns Number of Hours) / Programming Department Manager assigns completion date (ETA) / ETA is reported to the client.
Client can prioritize with other projects.
Broken Project
P1 – Business Interrupted / Same Day / Same Day / Same Day / No ETA
Completed, as resources are available
Broken Project
P2 - Non Functioning / Same Day / Same Day / Same Day / No ETA
Completed, as resources are available

8. KWI Back Office Project Requests

Any task that requires a program change either for a modification or a fix (Broken) requires a series of procedures starting as an entry into the KWI RITS (Request and Issue Tracking System). Each project is assigned a number, requires several approvals and a completion date.

See Additional Document: Project Request Form.xls

Projects Approval Process

Type / Client Services Manager Approval
(Review project for content /Assigns programming team leader) / Programming Department Team Leader Approval
(Assigns Number of Hours) / Programming Department Manager assigns completion date (ETA) / ETA is reported to the client.
Client can prioritize with other projects.
New Project / 24 Hours / 72 Hours / Twice weekly – (Tuesdays and Thursday)

Fast Track