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

2. Grow
Customer
Base
Increase
Revenue
(Device/Data)
Improve
Customer
Loyalty
Eliminate
Unnecessary
Costs
Focus On The Fundamentals
Priority Projects
POS Education
CIR Reduction Strategies: Policy/System
POS Alignment (Stores, Region, IT, and Area)
System Issue Database
System Champion Program (My POSse)
POS Communication Strategy
POS Streamline
Promo/Policy System Alignment
Device Recycling Transformation

3. System Database
• 1/15 Database
launch
• Promo/Policy
tracking
• 87 Issue
submitted as of
3/11
• 66% Closed (57)
• 7% Educational
(6)
• 40 System
Enhancements
requested as of
3/11
• 25% in RT phase
• 10% Closed
My POSse
• 1/15 Area lead
assigned to
support a Region
• 2/27 Regional
leads identified
• 3/1 Distribution
list set up
• 3/15 Kick off
calls held
Roadshows
• 3/13 SW Vegas
Market
• All Regions to
attend
• 3/15 Area
Communication
Template
• 04/2015 Start of
Regional Q1
Roadshows
Communications
• 2/1 New
Communication
Strategy
• Group Me,
Smartboard,
Newsboard,
• Fact or Fiction
• Issued
Resolved
Mobile POS
Coaching Video
POS/Policy Alignment

4. Issues ResolvedFact or Fiction
 Change control/ER fixes
 As needed, on Monday
 Smartboard, News Board, and Group Me
 Regional Ops & Front Line
 Answers to Frequently asked questions
 Weekly on Wednesday
 Smartboard, News Board, and Group Me
 Regional Ops & Front Line
POS Communications Strategy

5. POS Communications Strategy
Weekly Gap SummaryMPOS Video Coach
 Overview of new, resolved, and top Issues
 Weekly on Tuesday
 Email
 Regional Leadership
 "How to" videos on specific transactions,
system education
 As needed
 Smartboard & VZTube
 Front Line