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NZ Interim Support – DART & GSS

NZ Interim Support – DART & GSS. 17 th October 2007. Where does interface monitoring sit & e2e data journey? Should we include e.g. POSDM on here. Proposed Call Flow Model – NZ - Interim. GSS. DART. Change Coaches. DART Super Users. Super Users. DART SMEs. Project Team.

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NZ Interim Support – DART & GSS

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  1. NZ Interim Support – DART & GSS 17th October 2007

  2. Where does interface monitoring sit& e2e data journey? Should we include e.g. POSDM on here Proposed Call Flow Model – NZ - Interim GSS DART Change Coaches DART Super Users Super Users DART SMEs Project Team Interim Support Lead Level 1 – Fuelquip & Project Support Level 1 – Tulsa Level 2 – GSAM L2 & Project Support Level 2 – GSAM & Project Team Level 3 – Retalix (Israel & NZ) Level 3 – Project Team • Assumptions: • End state support framework in place from day 1 apart from business comms & local presence if required. GSAM teams provided additional support from Project Team during pilots • Support provided 24x7 as currently for GSS - Christmas period covered by GSAM for support – on call for project team and project for Release Mgmt & Testing • Project will remain involved during stabilisation phase for escalation & release mgmt through Soln Pilot • Interim Support Lead will be local Project and will handle additional business & project communication required

  3. Proposed Call Flow Model – NZ – End State Lesley Mann - SME Target Resolution 82% of calls GSS DART Level 1 – Fuelquip DART Super Users DART SMEs TM & Super Users Lesley Mann - SME Level 1 – Tulsa Level 2 – GSAM L2 Level 2 – GSAM Other L3 Providers Level 3 – Retalix (Israel) Level 3 – Project Team

  4. Proposed Virtual Roundtable – Interim Support - NZ GSS DART IN UK GSS Super Users DART Super Users Interim Support Lead NZ IS DART Interim Support Lead Project Team AU BDC Level 1 – Tulsa Level 1 – Fuelquip & Project Support US Level 2 – GSAM L2 & Project Team Level 2 – GSAM & Project Team Level 3 – Retalix (Israel & NZ) Level 3 – Project Team • Assumptions: • Virtual roundtable proposed to be on point specifically for NZ and to work through detailed issue resolution • Initial incident flow is unchanged • Comprised of named individuals within each area • Virtual roundtable members are the point of contact within an organisation for NZ related questions • Virtual roundtable members will need to participate in weekly review meetings & ad hoc issue resolution as required • Virtual roundtable members will be responsible for GSAM transition within their area

  5. Interim Support Team – Solution Pilot Project Led – Project Accountability David Reeves NZ Support Manager INDIVIDUAL ORGANISATION SHADOWING ROLE

  6. Interim Support Team – Deployment Pilot Support Led – Project Accountability Wayne Galloway Interim Support Lead INDIVIDUAL ORGANISATION SHADOWING ROLE

  7. Support Team – Mass Deployment Support Led – Support Accountability INDIVIDUAL ORGANISATION

  8. Support Team – Post Mass Deployment Support Led – Support Accountability INDIVIDUAL ORGANISATION

  9. Proposed Deployment & Support Timeframes

  10. Interim Support Meeting Schedule

  11. Level 1 to Level 2 Interim Call Logging Process • Routing a call to 2nd Level • Complete the call template • Send a completed template via e-mail to the L2 BDC helpdesk BP.GSS.L2Support@accenture.com • Follow up all P1/P2 issues by calling L2 support direct on the following number+421-25867 1333 • If unanswered or unsatisfactory response provided escalate to+447733014633 • On receipt of resolution, record information in Fuelquip Access DB before closing log • What is not a 2nd Level issue? • Hardware issues –Dealt with through normal Fuelquip process • Procedural issues – • In the days after cutover sites will be supported by a Change Coach • From 1 week after install any procedural issues should be routed through the Territory Managers L1 to L2 Template • Escalation to 2nd Level : • Make sure you check Share point for a known resolution • Be concise but clear, report the details of the query • Provide relevant additional info Support Sharepoint Resolutions to known issues are held on the following Sharepoint site https://wss2.bp.com/DCT/rm/teams/GSAM This site also contains operational procedures, useful documents and vendor contact details.

  12. Daily Processes / Reports • MPF Exclusions Report need to confirm who in Business will run report • P Files Process – need to confirm who E2E owner is • Missing Store Days need to confirm who in Business will run report • C Files Process – need to confirm who E2E owner is • POSDM Error Report – accessible from POSDM menu. Will be run by Sudip who will action errors / messages with appropriate team • iDOC Error Report – need to confirm who is going to run this on a daily basis • DART Open Cases – need to confirm who is going to run this on a daily basis – NB project team members do not have access to Clarify • GSS Open Cases - assume Marek will produce this daily

  13. P Files Process • Daily Process • Business BW representative runs MPF Exclusions Report • MPF Exclusions Report is sent to GSS L1 to investigate • GSS L1 investigate & resolve all exclusions as far as they are able • GSS L1 pass the updated MPF Exlcusions Report to DART L2 • DART L2 investigate & resolve all exclusions as far as they are able • DART L2 send master spreadsheet back to BW business owner by the end of the day • Daily report is produced the next day which is cumulative • End to End Owner for P File Process needs to be nominated • No calls / clarify cases are raised – this investigation work is done as daily Business As Usual activity

  14. MPF Exclusions Report Process • Refresh the report on the Missing Days sheet in Weekly Store Exclusions Report.  This shows the sites with missing days of data. • Copy and paste those with more than 0 days into the exclusions sheet on the Store Exclusion Check Report. • Then refresh the data in the report on the Data Source Sheet, for 5 weeks up to the reporting week, ie for week 46 reporting, we would run for week 42 to week 46. • This the provides us with lower or higher than normal days of data on the Analysis sheet. • Investigate the missing days data and the high/low data, by ringing the site, looking at planned site closures etc, to gain info on whether this is an operational problem, ie road closed, in which case the site is not excluded, or if there is a data issue, in which case it is reported to Level 1 and if they cannot resolve before reporting on Tuesday, the site is excluded from reporting. • Example Files attached

  15. C Files Process • Process run weekly for the first 3 weeks of the month and then daily for the last week of the month • Business ??? representative runs Missing Site Days Report • Missing Site Days Report is sent to GSS L1 to investigate • GSS L1 investigate & resolve all missing site days as far as they are able • GSS L1 pass the updated Missing Site Days Report to DART L2 • DART L2 investigate & resolve all missing site days as far as they are able • DART L2 send master spreadsheet back to business owner by the end of the day • Next report is produced the next day which is cumulative • End to End Owner for C File Process needs to be nominated • No calls / clarify cases are raised – this investigation work is done as daily Business As Usual activity

  16. How to run Missing Site Days Report • All file are kept in XXXX\XXXXX\XXXXX • Open current month , “Month” Sales Inbound check.xls. • Open SAP R3 • Open option FBL5N-AR View • Open variant “Inbound Report” • Execute selection. • When the report has run, Export list to a spreadsheet Table. • Copy exported spreadsheet in to the “SAP Data” sheet in , “Month” Sales Inbound check.xls, column A. • Check the formula in columns E, F and G go all the way to the end of the data. • Sort the sheet by date then Site. • Delete any data with yesterdays date. • Refresh the Pivot table • Filter column G in the Data Sheet to Is greater than 1 • Copy and paste column G to last date in to a new workbook. • Rename to “Missing Data as of xx-xx.xls and e-mail to TBC.

  17. Wetstock

  18. Stock Taking

  19. UK Roundtable Methodology • List all issues • Prioritise issues • Categorise each issue • Articulate the impact of each issue – the “so what” • Root Cause Analysis • Resolution – Sustainable Process for avoiding any cause of the issue in the future.

  20. GSS Business Process Support 17th October 2007

  21. Store Training and Coaching • CSR’s • Self paced learning for all store personnel (POS and RPO), Interactive contains both a guided walkthrough and simulation. • Loaded onto the Store Laptop – store manager to arrange time for CSR’s to complete. • Based on prior release so POS will differ very slightly when in store – this is covered in class room training / coaching. • On the job training planned for lead CSR’s, week before cutover. • Off Job – SM, Admin, Assist • 2 courses / week run, 3 day curriculum • Training for Pilots will be in Penrose training room • On Job – SM, Admin, Assist • 1 day in a GSS store, assessment to be combination of self / peer

  22. Coach arrives at store for opening. Coaching shift cuts across store shift Generic Coaching Schedule24 hour example Super user delivers store process cards and confirms store prepared for cutover Night shift covered by trainee manager 3rd day coaching covered by Trainees. Weekend staff cover responsibility of Store manager Superuser returns after 1 week, hand over to AM

  23. Training and Coaching Resources Resources allocated to store support will be published prior to cutover

  24. Business Process Support Progression from Project to Business Project Operations Super Users will be allocated to stores as part of deployment scheduling, and contact details passed to the Fuel Quip helpdesk

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