RESCO501 - The Self Checkout Engagement Process (2020)

RE501 The Self Checkout Engagement Process 4/7/21
Reproduce or Distribute
RESCO501:
Do Not
The Self Checkout

Engagement Process
Héctor Rivera
Self Checkout Solutions Architect

1
Global Solutions and Partner Enablement
Toshiba Global Commerce Solutions Inc.
Agenda
§ Overview
§ Project Phases
§ EM Roles and Responsibilities
§ Project Team Roles and Responsibilities
› Sales
› FTSS
› Configurators / Solution Extenders
› Mentors
§ Customer Roles and Responsibilities
§ Project Summary – Critical Success Factors
2
© 2020 Toshiba Global Com m erce Solutions, Inc.
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What’s an Engagement Manager?

en·gage·ment
inˈɡājmənt, enˈɡājmənt/
A formal agreement between two or more parties to do something in a fixed time.

Do Not
3 © 2020 Toshiba Global Com m erce Solutions, Inc.

Overview - Engagement Model for Self

Checkout Success
§ A repeatable model that results in more successful pilots and
installs.
§ Meet and exceed customer expectations, results, benefits, and
ROI.
§ Minimize issues, problems, and escalations.
§ Manage engagements toward faster, earlier, and successful roll
outs.
§ Have a services and solution mindset.
§ Improved productivity of sales, EMs, BPs, and FTSSs.
§ Reduced costs for Toshiba, BPs and customers.
§ Get all parties to accept responsibility for critical skills/tasks.
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Engagement Process & Timeline

PHASE 1 PHASE 2 PHASE 3 PHASE 4 PHASE 5 PHASE 6
PHASE 1 – Concept
PHASE 2 – Plan
PHASE 3 – Configure and Develop Customized Extensions
Do Not
PHASE 4 – Lab
PHASE 5 – Store Pilot
5a – First 14 days
5b – 30 to 60 day Performance & Quality Review
PHASE 6 - Rollout
Note: Business Partners can Sell, Develop and/or provide EM with CHEC
5

PHASE 1 – Concept (Project Initiation – 30

days): Pre-Sales
Critical Tasks Deliverables

• Define specific self checkout objectives consistent with business • Pre-Qualification Checklist
strategy (i.e. labor savings, customer service, utilization). (S) (C-PM) (C- • Project Initiation Kickoff Meeting
Ops) (C-Spon) • Objectives/Success Criteria Document
• Conduct store visits to review policies and practices for fit with self • General Business Case/Value Proposition
checkout. (S) (C-PM) (C-Ops) (C-Spon) (C-IT) (C-LP) (C-Store)
• Self Checkout Best Practices Concepts – including training,
• Gain executive sponsorship for project and for practices/process
engagement management, and change management
change required. (S)
• Project Timeline
• Establish project team (business and technical), ownership and
commitment to success. (S) (C-PM) (C-Ops) (C-Spon) (C-Store) • Client’s roles and responsibilities
• Establish general timeline expectations for each phase. (S) (C-PM)
• Review value proposition and business case. (S) Responsible Role
• Initiate overall front end optimization analysis. (PSM) Sales (S)/ Engagement Mgrs (EM)/ Product Solutions Manager (PSM)
• Discuss marketing and merchandising strategy. (S) (C-PM) (C-Ops) (C- Customer Project Mgr (C-PM) Customer Sponsor (C-Spon) Customer IT (C-
Spon) (C-Mktg) IT) Customer Operations (C-Ops) Customer Training (C-Trng) Customer
Loss Prevention (C-LP) Customer Store Management (C-Store)
Customer Marketing (C-Mktg)
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Pre-Qualification Checklist
Collect information about an opportunity to
determine if the right one.
https://tgcs04.toshibacommerce.com/cs/idcp
Do Not
lg?IdcService=GET_FILE&dDocName=PR
OD.TOS1344444&RevisionSelectionMethod
=LatestReleased

Self Checkout Value Proposition Presentation

Official Toshiba presentation for the Self
Checkout Solution Value Proposition
lg?IdcService=GET_FILE&dDocName=
prod.tos2265646&RevisionSelectionMethod
=LatestReleased
4
Store Site Visit Checklist

Checklist to help you identify potential red-
flags or challenges that could affect your

Self Checkout operations.
Do Not
=LatestReleased

PHASE 2 – Plan (30 days)


• Gap analysis for fit with capabilities and best practices (PSM) or (EM) (C- • Sizing and Statement of Work for Systems Development
PM) (C-IT) • Gap Analysis and Recommendations Document
• Define detailed requirements and gain agreement of technical and • Solution Definition Document (larger projects)
operations staff (EM) (C-PM) • Custom Requirements Document (Use Case format)
• Establish project plan (EM) (C-PM) • Best Practices Guidelines
• Determine training and support requirements, roles and responsibilities • Training Plan
(PSM) or (EM) (C-PM) (C-Trng) • Integrated Project Plan
• Conduct store visits for orientation, initial buy in to success criteria, and
initiate pilot selection (PSM) or (EM) (C-PM) (C-Spon) (C-Ops) Responsible Role
• Establish lane types, placement, and marketing/merchandising plans. Sales (S)/ Engagement Mgrs (EM)/ Product Solutions Manager (PSM)
(PSM) or (EM) (C-PM) (C-Ops) (C-IT) (C-Spon) (C-Mktg) Customer Project Mgr (C-PM) Customer Sponsor (C-Spon) Customer IT (C-
• Finalize specific metrics, measurement processes, reporting formats and IT) Customer Operations (C-Ops) Customer Training (C-Trng) Customer
communication mechanisms (EM) (C-PM) Loss Prevention (C-LP) Customer Store Management (C-Store)
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Project Plan
Sample project plan of tasks and resources
for a typical Self Checkout Integration.
Do Not
=LatestReleased

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Sample Requirements Document

Sample Requirements Document template
for documenting custom requirements.
=LatestReleased
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System 7 Guide to Features

Documents that explains all orderable
features of System 7.
Do Not
=LatestReleased

13
PHASE 3 – Develop (90 – 120 days)


• Work project plan to develop hardware and software to meet • Detailed Configuration and Hardware Specifications
requirements and expectations. (EM) • Status Reports
• Manage any change requests. (EM) • Software Delivery
• Conduct regular project reporting and reviews. (EM) (C-PM) • Quality Assurance Testing
• Deliver quality initial SW release and QA test. (EM) • Training Documentation
• Develop training plan and materials. (PSM/EM) (C-PM) (C-Trng) • Policy/Procedure Documentation
• Document self checkout operational procedures and support • Store Drawings
documentation for pilot store. (PSM/EM) (C-PM) (C-Ops) (C-Trng)
• Finalize lane configuration and pilot store floor plan. (PSM/EM) (C-PM)
Responsible Role
(C-Ops)
Sales (S)/ Engagement Mgrs (EM)/ Product Solutions Manager (PSM)
• Develop marketing/merchandising materials. (PSM/EM) (C-PM) (C-Mktg)
Customer Project Mgr (C-PM) Customer Sponsor (C-Spon) Customer IT (C-
IT) Customer Operations (C-Ops) Customer Training (C-Trng) Customer
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Sample Test Plan

Sample Software Test Plan with examples
of test cases for the most common lane

operations.
Do Not
=LatestReleased

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PHASE 4 – Lab (30 - 90 days)


• Complete quality and functional testing. (EM) (C-PM) • Lab Installation Checklist
• Status Reports and Issue Lists
• Deliver operations and technical training. (PSM/EM) (C-Training)
• QA Test and Sign Off
• Manage open issue list to resolution of priority items (EM) (C-PM) • Change Requests
• Manage changes, new requirements and future enhancements. (EM) (C- • Lab Training Sessions
PM) • Pilot Support Review Plan
• Ensure pilot support processes and local field support resources are in • Help Desk/Support Calls Processes
place. (EM) (C-PM) • Pilot Measurement Document
• Marketing Materials/Plan
• Define responsibilities of corporate and regional management for pilot
• Hardware dependencies review
performance. (S) (C-PM)
• Conduct store orientation and schedule training (PSM/EM) (C-PM) (C- Responsible Role
Trng) (C-Ops)
Sales (S)/ Engagement Mgrs (EM)/ Product Solutions Manager (PSM)
• Review operational roles and responsibilities with store management Customer Project Mgr (C-PM) Customer Sponsor (C-Spon) Customer IT (C-
(PSM/EM) (C-PM) (C-Ops) IT) Customer Operations (C-Ops) Customer Training (C-Trng) Customer
• Gain final sign off for pilot readiness. (S) (C-PM) Loss Prevention (C-LP) Customer Store Management (C-Store)
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Installation Checklist for Lab

Checklist for all activities related to a lab
system installation.
Do Not
=LatestReleased

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Network Information
Document BOSS and Lane network names
and IP addresses for the lab system.
=LatestReleased
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Issues List
Document template to track software and
hardware issues.
Do Not
=LatestReleased

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PHASE 5a – Store Pilot (first 14 days)

PHASE 1 PHASE 2 PHASE 3 PHASE 4 PHASE 5a PHASE 6

• Resolve installation / quality issues (EM) (C-PM) • Store Training Sessions
• Conduct comprehensive training – management, cash office and shopper • On-site Pilot Support Coverage
assistants. (PSM/EM) (C-PM) (C-Trng) • Daily Issue Reporting/Management
• On-site training/assistance for 5-10 days (PSM/EM) (C-Trng) (C-IT)
• Best Practices Assistance Review for ROI
• Quickly implement required system configuration/ database updates (EM)
• Daily/Weekly Metrics Reports (utilization, throughput)
(C-PM) (C-IT)
• Help Desk/Service Call Reporting
• Manage open issues list with regular communication to store and
corporate stakeholders (EM) (C-PM)
• Ensure support/service call processes are working and create escalation Responsible Role
vehicles. (EM) (C-PM) (C-IT) Sales (S)/ Engagement Mgrs (EM)/ Product Solutions Manager (PSM)
• Implement marketing plan and hosting of consumers to drive initial Customer Project Mgr (C-PM) Customer Sponsor (C-Spon) Customer IT (C-
trial/utilization. (PSM/EM) (C-PM) (C-Ops) (C-Mktg) IT) Customer Operations (C-Ops) Customer Training (C-Trng) Customer
• Initiate measurements and reporting processes (PSM/EM) (C-PM) (C- Loss Prevention (C-LP) Customer Store Management (C-Store)
Ops) Customer Marketing (C-Mktg)
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Store Installation Checklist

Checklist of all store installation tasks that
need to be completed before opening.
Do Not
=LatestReleased

21
Store System and Network Information

Spreadsheet to document BOSS and Lane
system and network information like host
names and IP addresses, passwords, etc.
=LatestReleased
22
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Lane and BOSS Demo Checklist

Outline of all the Lane and BOSS
components to demonstrate and explain to

store personnel.
Do Not
=LatestReleased

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Sample Store Installation Schedule

Sample store installation schedule.
=LatestReleased
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PHASE 5b – Store Pilot Review (30-60 days)

PHASE 1 PHASE 2 PHASE 3 PHASE 4 PHASE 5b PHASE 6

• Site visit to observe and recommend improvements to operations and • Best Practices Observation Report
practices. (PSM/EM) (C-PM) (C-Ops) • Extract Analysis Report
• Complete system extract review (EM) (C-PM) (C-IT) • Complete Reports Package
• Provide additional training as required. (PSM/EM) (C-Trng) • Open Issues List
Do Not
• Open issue list checkpoint/action plan review. (EM) (C-PM)

• Pilot Performance Review Meeting/Report
• Finalize new requirements/enhancements. (EM) (C-PM)
• Business Case/ROI
• Prepare/analyze reports package on results (sales, utilization,
interventions, etc.). (PSM/EM) (C-PM) (C-IT) (C-Ops)
• Review marketing/merchandising execution and gather results (e.g. Responsible Role
consumer surveys, line studies). (PSM/EM) (C-PM) (C-Mktg) Sales (S)/ Engagement Mgrs (EM)/ Product Solutions Manager (PSM)
• Conduct pilot performance review meeting with all stakeholders to review Customer Project Mgr (C-PM) Customer Sponsor (C-Spon) Customer IT (C-
results and develop action plans. (PSM/EM) (C-PM)
• Prepare business case/ROI based on results. (S)
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Best Practices Training Agenda

Best practices training agenda covers topics
related to best practices
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PROD.TOS1358197&RevisionSelectionMet
hod=LatestReleased
26
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Best Practices Evaluation Checklist

Evaluation checklist to assess how well the
store is following the recommended best

practices.
Do Not
=LatestReleased

27
PHASE 6 - Rollout (Post Pilot – 90 days+)


• Develop detailed rollout plan (hardware, software, services and support). • Business Case/ROI
(EM) (C-PM) (C-Ops) • Regular Results Reporting/Management Process
• Rollout project management (scheduling, resource management, • Rollout Project Plan and Project Management
coordination, reporting). (EM) (C-PM) • Training Services
• Establish process and ownership for system, application and security • Application/Database Maintenance Services
database maintenance. (PSM/EM) (C-PM) (C-Ops) • HW and SW Maintenance Contracts
• Insure hardware and software maintenance and help desk agreements • Service Call/Help Desk Reports
are in place. (S) (C-PM) • Subject Matter Expert Support Services
• Establish planning and engagement process for POS updates and
enhancement requests. (EM) (C-PM) Responsible Role
• Identify requirements for on-going subject matter expertise, skills transfer Sales (S)/ Engagement Mgrs (EM)/ Product Solutions Manager (PSM)
and metrics/analysis support. (PSM/EM) (C-PM) Customer Project Mgr (C-PM) Customer Sponsor (C-Spon) Customer IT (C-
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Engagement Manager – Roles & Responsibilities

§ Concept and Plan (Project Initiation)
› Provide Technical Support to Sales team for pre-sales activities

› Conduct Requirements Workshop and define functional requirements
› Establish project plan template
§ Develop and Lab (Systems Integration/Testing)

› Work project plan to meet HW and SW requirements
› Manage change requests
Do Not
› Assist Customer during quality testing

› Prepare for pilot – resources, schedule, training, support processes
§ Pilot (Initial Implementation and 30-day Review)

› Resolve installation or product quality issues
› Manage and communicate issues list
› Monitor pilot performance and make recommendations for improvement
› Support project team in measuring and reporting on success criteria
§ Rollout Phase (EM/PM)
› Develop plan template and assist Customer with rollout management
› Help Customer define and establish support structure, processes and services
29

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Project Team – Roles & Responsibilities

§ Sales
› Define self checkout objectives
› Gain executive sponsorship for project
› Establish project team
› Review business case
› Obtain sign off for pilot and rollout
› Help escalate issues
§ Product Solutions Manager (PSM)

› Identify and develop training and support requirements
› Assist retailer with lane configuration and layout and operational roles
› Define success criteria and measurement processes.
› Determine procedures for data collection, analysis and presentation.
› Develop and implement marketing plan and materials with retailer
› Conduct pilot performance review meeting
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30
15
Project Team – Roles & Responsibilities

§ Configurator
› Installation and Configuration (configurable options, in-store setup)

› GUI Changes (buttons, text, screen colors, images)
› Language Options and Content
› Software maintenance and distribution
› Systems management and remote support
Do Not
§ Solution Extender
› POSBC Implementation
› Extensions and features
‒ New Functionality
‒ UI screens, buttons, actions, states
› Extending SI GUI
› Printing Options (non-4690 environments)
31

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Self Checkout Services – Toshiba or Business Partners

PRE-PILOT PILOT ROLLOUT / ON-GOING
Services to
engage in for a
successful self
checkout project SELF SERVICE ASSESSMENT
CUSTOMER SOLUTION ADVOCATE
ASSESSMENT PILOT SUPPORT MGMT ROLLOUT MGMT
ENTERPRISE-LEVEL HELP DESK TRAINING
NECESSARY STORE PERSONNEL TRAINING
SOFTWARE CUSTOMIZATION
OPTIONAL
POS INTEGRATION
FRONT-END OPTIMIZATION ON-GOING OPTIMIZATION
STORE BRANDING CONSULTATION
“MENTORING SERVICES” (Business Partners)
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Customer Roles and Responsibilities

§ Establish well-defined objectives, broad understanding and sponsorship / buy-in across
the organization.
§ Make self checkout success a priority.
§ Designate a quality project manager leading SCS implementation to facilitate cross-
organization efforts for success.
Do Not
§ Clearly defined, measurable success criteria for self checkout

§ Establish operational best practices and implement at store level
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Customer Stakeholders
Stakeholder Key Considerations
IT Reliability, integration with existing POS/standards, Total Cost of Ownership,
patches, upgrades, anti-virus policy, HW, SW maintenance, integration, Help
Desk
Store Operations Loss prevention, throughput, labor productivity and scheduling, customer
service, effects on store processes, cash handling, training
Marketing/Customer Service Loyalty programs, in-store promotions and signage, electronic marketing,
bags
Customer Project Manager

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Retailer’s Expectations
§ All hands business and cultural transformation
§ Commitment from top to bottom

§ Disruption
§ Shopper acceptance
§ Employee acceptance
Do Not
§ Changes in Operations
§ The balance between friction and risk
§ Not about labor reduction but shopper’s choice
§ Changes in loss prevention
§ The role of the shopper’s assistant
§ Lifetime commitment to measure and adapt
§ Accountability

35
Your Expectations
§ Ignorance and misconceptions about SCO
§ Opinions
§ Wrong expectations
§ Lack of commitment
§ Resistance to change
§ “Make it work like a register”
§ Pilot should have all function
§ Escalations
36
18
Project Summary & Key Success Factors

§ Concept and Plan (Project Initiation)
› Well defined objectives and success criteria

› Broad sponsorship
› Clear roles and responsibilities
› Commitment to best practices and process change
§ Develop and Lab (Systems Integration/Testing)
Do Not
› Complete requirements and scope management

› Quality deliverables, testing and complete pilot readiness
§ Pilot (Initial Implementation and 30-day Review)
› Comprehensive initial and on-going store training
› Front end optimization
› Issue management, resolution and store support
› Reporting results and managing to desired metrics
§ Rollout Phase
› Business case based on pilot results
› Rollout project management
› Support structure, processes and services
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Questions?
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RE501 The Self Checkout Engagement Process 4/7/21

The Self Checkout

Self Checkout Solutions Architect

What’s an Engagement Manager?

A formal agreement between two or more parties to do something in a fixed time.

3 © 2020 Toshiba Global Com m erce Solutions, Inc.

Overview - Engagement Model for Self

Engagement Process & Timeline

© 2020 Toshiba Global Com m erce Solutions, Inc.

PHASE 1 – Concept (Project Initiation – 30

Critical Tasks Deliverables

determine if the right one.

7 © 2020 Toshiba Global Com m erce Solutions, Inc.

Self Checkout Value Proposition Presentation

8 © 2020 Toshiba Global Com m erce Solutions, Inc.

Store Site Visit Checklist

flags or challenges that could affect your

9 © 2020 Toshiba Global Com m erce Solutions, Inc.

PHASE 2 – Plan (30 days)

Critical Tasks Deliverables

for a typical Self Checkout Integration.

11 © 2020 Toshiba Global Com m erce Solutions, Inc.

Sample Requirements Document

12 © 2020 Toshiba Global Com m erce Solutions, Inc.

System 7 Guide to Features

13 © 2020 Toshiba Global Com m erce Solutions, Inc.

PHASE 3 – Develop (90 – 120 days)

Critical Tasks Deliverables

Sample Test Plan

of test cases for the most common lane

15 © 2020 Toshiba Global Com m erce Solutions, Inc.

PHASE 4 – Lab (30 - 90 days)

Critical Tasks Deliverables

Installation Checklist for Lab

17 © 2020 Toshiba Global Com m erce Solutions, Inc.

18 © 2020 Toshiba Global Com m erce Solutions, Inc.

19 © 2020 Toshiba Global Com m erce Solutions, Inc.

PHASE 5a – Store Pilot (first 14 days)

Critical Tasks Deliverables

Store Installation Checklist

need to be completed before opening.

21 © 2020 Toshiba Global Com m erce Solutions, Inc.

Store System and Network Information

22 © 2020 Toshiba Global Com m erce Solutions, Inc.

Lane and BOSS Demo Checklist

components to demonstrate and explain to

23 © 2020 Toshiba Global Com m erce Solutions, Inc.

Sample Store Installation Schedule

24 © 2020 Toshiba Global Com m erce Solutions, Inc.

PHASE 5b – Store Pilot Review (30-60 days)

Critical Tasks Deliverables

• Open issue list checkpoint/action plan review. (EM) (C-PM)

© 2020 Toshiba Global Com m erce Solutions, Inc.

Best Practices Training Agenda

26 © 2020 Toshiba Global Com m erce Solutions, Inc.

Best Practices Evaluation Checklist

store is following the recommended best

27 © 2020 Toshiba Global Com m erce Solutions, Inc.

PHASE 6 - Rollout (Post Pilot – 90 days+)