Service Transition Run book (1).pdf

HCL – RITE AID FTS Runbook Date: 10-11-2019 © Copyright HCL Technologies Limited All rights reserved. No part of this file/document may be reproduced, stored in a retrieval system, translated, transcribed, o...

HCL – RITE AID FTS Runbook Date: 10-11-2019 © Copyright HCL Technologies Limited All rights reserved. No part of this file/document may be reproduced, stored in a retrieval system, translated, transcribed, or transmitted, in any form, or by any means manual, electric, electronic, mechanical, electro-magnetic, chemical, optical, or otherwise, without prior explicit written permission from HCL Technologies Limited. This document contains proprietary information, and except with written permission of HCL Technologies Limited, such information shall not be published, or disclosed to others, or used for any purpose, and the document shall not be duplicated in whole or in part. The information contained herein may be preliminary and is subject to change.  Service Transition Run book Revision History Version Date Prepared by / Modified by Significant Changes No. 1.0 James Barrentine Initial Draft – Overview of Ride Aid, Context Exchange 1.1 10-18-2019 James Barrentine Added Content 1.2 10-22-2019 James Barrentine Added Content 1.3 10-25-2019 James Barrentine Added Content 1.4 10-25-2019 James Barrentine Added Content 1.5 11-1-2019 James Barrentine Changed links to Essintial FTP site Glossary Abbreviation Description FTS Field Technical Support CTS Corporate Technical Support PM Preventive Maintenance PED Pin Entry Device SCO2 Store Controller/Server SCO Self-checkout FSL Forward Stocking Location AE Advance Exchange SSID Store Systems Image Drive 2  Service Transition Run book Contents 1. Introduction....................................................................................................................................... 5 2. Core Values and Mission Statement............................................................................................... 6 3. Document Objective......................................................................................................................... 8 4. Environment Understanding........................................................................................................... 8 1.1 Scope....................................................................................................................................... 9 1.2 Store Hours of Operations..................................................................................................... 10 1.3 Store Classification................................................................................................................. 10 1.4 Store Support Security Guidelines......................................................................................... 10 1.5 Top Store Support Issues...................................................................................................... 11 1.1.5.1. Register Scanner Replacement............................................................................. 11 1.1.5.2. Register Receipt Printer Troubleshooting.............................................................. 12 1.1.5.3. Server Support @ Store......................................................................................... 13 1.1.5.4. Biometric devices................................................................................................... 13 1.1.5.5. Lexmark Printers.................................................................................................... 14 1.1.5.6. Money Order Printer/Vault..................................................................................... 14 1.1.5.7. Smart Temp devices.............................................................................................. 15 1.1.5.8. Phone System VRU............................................................................................... 16 1.1.5.9. Price Checkers....................................................................................................... 16 1.6 ScriptPro Support................................................................................................................... 16 1.7 Common ScriptPro Support Info............................................................................................ 18 1.1.7.1. Software Partial start over process........................................................................ 18 1.1.7.2. Software Full start over process............................................................................. 18 1.1.7.3. Vial Dispensing Units............................................................................................. 18 1.1.7.4. Preventative Maintenance...................................................................................... 19 1.1.7.5. Usernames and Passwords................................................................................... 19 1.8 RediClinic............................................................................................................................... 20 1.1.8.1. RediClinic Express................................................................................................. 21 1.9 Self-Checkout......................................................................................................................... 22 1.10 FTS Support Processes........................................................................................................ 23 1.1.10.1. Store Break-Fix Support Process......................................................................... 23 1.1.10.2. Walgreens Conversion......................................................................................... 25 1.1.10.3. New Store/Remodel/Relocations......................................................................... 25 Relocation Guide FTS Remodel............................................................................................... 25 3  Service Transition Run book 1.1.10.4. New store process............................................................................................... 25 1.1.10.5. SSID Updates....................................................................................................... 26 1.1.10.6. Yearly IT physical inventory................................................................................. 26 1.1.10.7. Annual Preventive Maintenance.......................................................................... 27 1.11 Desktop/Laptop support.......................................................... Error! Bookmark not defined. 1.12 Software installs...................................................................... Error! Bookmark not defined. 1.13 Conference rooms................................................................... Error! Bookmark not defined. 1.14 Network Printers...................................................................... Error! Bookmark not defined. 1.15 Application support.................................................................. Error! Bookmark not defined. 1.16 Drive Space issues.................................................................. Error! Bookmark not defined. 1.17 Computer running slow........................................................... Error! Bookmark not defined. 1.18 Can’t connect to network KB’s................................................ Error! Bookmark not defined. 1.19 User Profile issues.................................................................. Error! Bookmark not defined. 1.20 Executive Support:.................................................................. Error! Bookmark not defined. 1.21 Easy Lobby Kiosk.................................................................... Error! Bookmark not defined. 4 1. Introduction Rite Aid, we have a personal interest in your health and wellness. That’s why we deliver the products and services that you, our valued customer, need to lead a healthier, happier life. Everyone at Rite Aid—from our knowledgeable, caring associates and pharmacists to the members of our board of directors—works together to provide you with a superior pharmacy experience. Rite Aid Corporation is also proud to be one of the nation's leading drugstore chains. With approximately 2,500 stores in 19 states, we have a strong presence on both the East and West Coasts, employing more than 51,000 associates. Our company is publicly traded on the New York Stock Exchange under the ticker symbol RAD. Rite Aid Corporation History 1962 Our first store opens as Thrift D Discount Center in Scranton, Pennsylvania. 1965 We grow rapidly through acquisitions and the opening of new stores, expanding to five northeastern states. 1968 Our name officially changes to Rite Aid Corporation. We also make our first public offering and start trading on the American Stock Exchange. 1970 Rite Aid moves to the New York Stock Exchange. 1972 We now operate 267 stores in 10 states. 1981 Our company becomes the third-largest retail drugstore chain in the country. 1983 We pass the $1 billion sales mark for the first time. 1987 We celebrate our 25th anniversary and acquire 420 stores in Florida, Maryland, Washington D.C., Delaware, Indiana, New York, Ohio, Virginia, West Virginia, North Carolina, and Pennsylvania. This greatly expands our market penetration and we pass the 2,000-store mark to become the nation's largest drugstore chain in terms of store count.  Service Transition Run book 1995 The acquisition of Perry Drug Stores—the largest drugstore chain in Michigan—is our largest acquisition to date. We now operate nearly 3,000 stores. 1996 We expand services to the West Coast and the Gulf Coast region, through the acquisitions of Thrifty PayLess Holdings, Inc., Harco, Inc., and K & B Incorporated, adding over 1,000 stores to the company. 1999 We form a strategic partnership with General Nutrition Companies, Inc. (GNC), the largest specialty retailer of vitamins, mineral supplements, sports nutrition, and herbal products. This partnership leads to the creation of GNC "stores within stores" in Rite Aid locations across the country. 1999 A new management team joins Rite Aid to set a new course and create and execute a turnaround plan. 2004 Our strategic initiatives for growth now include a comprehensive focus on patient health and wellness programs, including heart health and allergy awareness, oral and skin care, diabetes and weight management, successful private label launches, and effective promotional and seasonal programs. 2007 We complete our purchase of the Brooks and Eckerd drugstore chains, making us the largest drugstore chain on the East Coast and the third largest nationally. 2010 We introduce our first-ever free customer rewards program, wellness+, which has become recognized as the best loyalty program in the drugstore channel*. 2012 To meet the needs of our value-driven consumers, we continue to revamp our entire private brand program with a new look, new brands, and additional offerings. 2. Core Values and Mission Statement Our Vision - What we aspire to be. Customers confidently choose us first for their everyday health and wellness needs because we consistently understand and exceed their expectations. 6  Service Transition Run book Our Mission - Our plan to get there. To improve the health and wellness of our communities through engaging experiences that provide our customers with the best products, services and advice to meet their unique needs. Our CORE Values - The principles that guide us. Passion for Our Customers We create unmatched levels of loyalty through our associates by being passionately committed to our customers and all we serve. Caring Neighbors We are caring neighbors, involved in community activities in meaningful ways and committed to reflecting the diversity of each community we serve. Associate Development We provide an environment that inspires and motivates the best people to choose to work here…where they can reach their fullest potential. We support personal growth and achievements. We dedicate ourselves to creating an experience for all of our associates that is easy, exciting and engaging. Respect Commitment to Diversity We display behaviors that clearly show respect for others and with all their diversity. We invest the time to be exposed to different people, places and points of view and respect the dignity and potential of each individual. Winning Through Teamwork We work for the good of the company, not just an individual business or function, by freely offering help and assistance to others and seek it when needed. We provide praise and encouragement to fellow associates. Celebrate success…both individual and team. 7  Service Transition Run book Accountability We consistently guide and lead teams to extraordinary results. We are accountable to the standards we set. Integrity in All We Do We demonstrate high integrity and develop organizations with unquestioned levels of integrity – never compromising on the pressures of the day. We openly consult with others whenever in doubt about any decision or action being the right one. Value for Our Stakeholders We are fiscally responsible and committed to consistently deliver value for our investors. 3. Document Objective The Objective of this document is to portray the current environment of Rite Aid IT. It is also to ensure prominent level understanding of the Rite Aid IT process which will be instrumental in devising transition and final rollout strategy. 4. Environment Understanding Function Scope / Description Language  English Field Technical Support FTS  RediClinic support  Supporting various kinds of hardware in the stores 8  Service Transition Run book Field Technical Support 1.1 Scope Field Technical Support is responsible for supporting IT equipment in stores, Pharmacies, RediClinic’s and Rediclinic Express locations. Techs will assist in maintaining the IT equipment for the locations to operate efficiently.  2936 stores, 189 are 24x7 locations  ScriptPro systems – 536 units in stores.  70 RediClinic locations  Supported Equipment  Registers – NCR  Receipt Printers  Barcode scanners – Motorola or Honeywell (only in WAG locations and in Self Check Kiosk)  Verifone Payment devices  Self-Checkout Kiosks  Pharmacy PC’s  Monitors  Biometric devices (integrated and standalone)  Line Sharing devices  Price Checker – Certain counties in NY state, MA and CT where they are required by law.  Switches and Hubs, low voltage patch cables  Uninterruptible Power Supplies (UPS) 9  Service Transition Run book 1.2 Store Hours of Operations Service Element Service Hours (MI, P1) Service Hours (P2, P3, P4) On-Site Equipment Preventive Maintenance or asset collection NA 8 AM- 5 PM Local time Services for stores On-site Break-Fix services for stores 8 AM to 9 PM 8 AM- 5 PM Local time 184 Stores operate 24x7 Language Requirements English Delivery Locations  FTS - Rite Aid Store Locations Across United States  FTS - RediClinic’s in HEB grocery stores in Texas and also in some Rite Aid locations 1.3 Store Classification Following are the type of store classifications across US; Platinum stores Top 50 stores generating the highest amount of revenue are classified as Platinum stores. These would be reviewed every 6 months to a year. List as of Oct 2019 Gold Stores Remaining stores are classified as Gold stores 1.4 Store Support Security Guidelines This document covers the basic requirements when techs are accessing stores, pharmacy, office and back rooms. Field Support Store Security Guidelines  Techs need to have a name badge and present photo ID to Store associate or Manager, HD will add techs name to SNOW ticket. 10  Service Transition Run book 1.5 Top Store Support Issues 1.1.5.1. Register Scanner Replacement  Scanners are used at all registers to scan products. They sometime need to be reprogrammed. If the scanner is connected to a register and it will not power the register needs to be replaced. If the scanner is connected to a ScriptPro and will not power, replace the scanner after checking all connections.  Techs should carry these pages to Reprogramming scanners  For Motorola register scanner.  For Honeywell register scanner. These are only at Walgreens Locations  NOTE: be sure to have them ONLY scan the barcodes for their model of scanner. Scanning the wrong barcodes can cause the scanner to function improperly 11  Service Transition Run book 1.1.5.2. Register Receipt Printer Troubleshooting Below are the most common receipt printer issues reported Register Shutting Down on Check/Money Order Transactions Printer Firmware Update Receipt Printer Printing Issues Receipt Paper Jam Vertical White Stripe on Printed Receipt Blurry Receipts Following document contains the detailed troubleshooting steps for the most common reported register receipt printer issues FTS-NCR 7702 Register Receipt Printer Troubleshooting.pdf 12  Service Transition Run book 1.1.5.3. Server Support @ Store Following support guides will provide info for server support in stores FEO1 SC03 SC02- Dell 430  Before any work starts on the SC02 Servers, FTS needs to contact FTS Tier2 at HD line prior to working on the system to fail the store over to FE01/SC03. 1.1.5.3.1. Switches  There are two models of managed switches in stores, click the FE01 link above to see switch port locations for both switches below. Cisco 9300 in Rite Aid Cisco 3560 in Walgreens conversion stores 1.1.5.4. Biometric devices Troubleshooting guide for supporting biometric issues for devices that are connected to RX workstations and FE01/SC03. 13  Service Transition Run book 1.1.5.5. Lexmark Printers Lexmark Printers are used in the Pharmacy and Office; they are MS711 printers. Troubleshooting guide and service manual for the Lexmark printer; 1.1.5.6. Money Order Printer/Vault System used to print Money orders. NOTE: If you need to replace the unit you need to remove the un-used checks, do this with the manager and the manager will maintain possession of the unused checks to put in the replacement unit. 14  Service Transition Run book 1.1.5.7. Smart Temp devices Used on refrigerators in RediClinic’s and Pharmacies Only troubleshooting will be checking connectivity and the thermostats are replaced every three years or as needed. Replaced parts are returned to the depot and RMA’ed There is an access point in the front office for these devices 15  Service Transition Run book 1.1.5.8. Phone System VRU VRU system provide options to select for when clients call the stores. If the store has an SC03, the VRU is in this system in the office. Determining type of VRU VRU GUIDE 1.1.5.9. Price Checkers Nassau and Suffolk counties in New York, all stores in Connecticut and all stores in Massachusetts require Price checkers. These are units have had issues with their power bricks. There are printers on these units, however they are not used by the stores. There are a couple models used: model MK3100 and MX870 1.6 ScriptPro Support ScriptPro is an automated Medication dispensing system. There are currently 536 units in stores across US. For any parts replacement for Script Pro, FTS will contact HD Tier 2 to coordinate with OEM vendor. Below is the support process for ScriptPro parts replacement. 16 Service Transition Run book 17  Service Transition Run book Following are the store locations with ScriptPro. ScriptPro Locations.xlsx 1.7 Common ScriptPro Support Info FTS will have access to ScriptPro documentation/photos and videos which is provided by OEM. Below are few common support information with troubleshooting guides 1.1.7.1. Software Partial start over process 1.1.7.2. Software Full start over process 1.1.7.3. Vial Dispensing Units There are two types Vertical Load – load one vial at a time and has three sizes 18  Service Transition Run book Bulk load – Large 40 DRAM shown, there are two and the second is 16 DRAM 1.1.7.4. Preventative Maintenance Preventative maintenance is done 3 times a year, time to complete is approx. 3 hours. Following the step-by-step checklist 1.1.7.5. Usernames and Passwords To log in to Windows use SPC for both username and password To Log in as SPTech: Username sptech P/W SPCtech:2 To log in to admin roles to access tools like Robot Doctor use SPCtech:2 as password only Common Issues reported on ScriptPro: 19  Service Transition Run book Top 10 ScriptPro. 1.8 RediClinic This is a walk-in clinic staffed by a practitioner to help with common/minor medical issues. Support is basic PC support, Lexmark printers, Scanners and IPad’s. RediClinic locations have a managed switch in the Pharmacy. RediClinic Guide Guide (Setup, Repairing and Troubleshooting). RediClinics in Texas have the same basic equipment, some locations have more than 2 exam rooms and more than three IPad's. MVix Screen that displays Pre-planned information is controlled by this device on a screen in the clinic area. 20  Service Transition Run book Connectivity for Payment devices RediClinic and RediClinic Express builds @ stores 1.1.8.1. RediClinic Express This is a telepresence location to talk to a medical professional 21  Service Transition Run book 1.9 Self-Checkout FTS techs build and install the Self-Checkout units Units are covered by NCR (vendor) at this time. FTS will take over after this support ends. Most reported issue is the receipt printer gets jammed. Depending on where in the receipt paper path the jam happens the store or the FTS tech might not be able to clear it, NCR will come out and after the third time NCR has replaced the printer assy. No problems reported per FTS tech at the store after this swap is made 22  Service Transition Run book Printer Error Message 1.10 FTS Support Processes 1.1.10.1. Store Break-Fix Support Process HCL will provide the following solutions for resolving the hardware incidents at the stores Advanced Exchange 1. The incidents that are classified in this category are identified in Appendix B of this document 2. Any incident that falls in this category are resolved by shipping the replacement device/ spare to the store from the depot via overnight or ground shipping as determined by the Priority of the incident 3. Store personnel are responsible for packing defective equipment in box from replacement unit, applying label, and holding for FedEx pickup arranged by HCL. There will be no HCL tech onsite for Advance Exchange incidents. 4. HCL helpdesk will contact the store 3 times to drive the equipment return. Post that it will be escalated to Rite Aid. 23  Service Transition Run book 5. HCL helpdesk will gather the asset number and update the asset database Store Dispatch 1. If a store incident or request cannot be resolved either remotely or by Advanced Exchange HCL will dispatch a technician to the store 2. The technician will resolve the issue either by fixing the hardware or by replacing the part/ device as per the requirement, availability of spare and priority of the issue. 3. The following describes HCL’s responsibilities for P1/P2 tickets 4. Store users reports incident to HCL help desk, who triages and opens a dispatch ticket if it cannot be resolved remotely or by AE 5. Part is either picked up or couriered from the nearest FSL 6. Technician picks up part at FSL or meets courier delivery at site 7. Technician performs repair/swap 8. Technician drops off defective unit at nearest FedEx location for return to depot for repair and place back in good stock Advance Exchange Device category Registers Barcode Scanner Workstation Biometric device Register printer Workstation barcode scanner Label printer Wellness iPad Inventory scanning device (Will these be programmed before leaving the depot?) Workstation document scanner Some of the issues for devices like registers, workstations, printers etc which can be resolved by remotely guiding the store users, will be attempted to be resolved remotely before dispatching an FTS tech. 24  Service Transition Run book 1.1.10.2. Walgreens Conversion As the stores Walgreens purchased from Rite Aid are converted over to their new systems, FTS techs will be dispatched to these stores to perform various tasks associated with this process. Below is the detailed step-by-step procedural document for Walgreen’s conversion. Conversion Procedures Below is the schedule for Walgreen’s conversion Rajesh to add the schedule 1.1.10.3. New Store/Remodel/Relocations Relocation Guide FTS Remodel 1.1.10.4. New store process To be provided by RAD 25  Service Transition Run book 1.1.10.5. SSID Updates 1.1.10.6. Yearly IT physical inventory This is scheduled annually at 50 to 54 weeks for the techs to inventory the IT equipment in the stores, currently this is done using the SNOW mobile app on the tech’s phones. Once the tech starts the inventory all assets are moved into a “Physical Inventory” status until they are scanned and move back to active. Average time to complete is between 30 and 60 minutes when the tech is familiar with the store. Will take longer if there are multiple pieces of equipment missing asset tags.  At this point the schedule for inventories are maintained on Excel trackers. Inventory lists can be printed as they are exported as PDF from SNOW. The PDF shows all the equipment asset tags, serial numbers, last updated dates, support group, location (store #), display name, in store location (will need to be updated if blank), state and updated by 26  Service Transition Run book 1.1.10.7. Annual Preventive Maintenance Photo PM process 1. Empty all printer slug bins 2. Blow out printers and PCs and check for proper fan operation, 3. checking the air filter on the printer if equipped, as well as printhead and rollers, 4. blowing out cabinets and checking for proper exhaust fan operation. 5. Pictures must be attached Registers PM Process: 1. Clean the printers and keyboards 2. Clean the inside of the register a. check fans for proper operation - replace as needed 3. Test printer to verify proper printing and check acceptance 4. Replacing damaged cables, and remove any cables no longer needed 5. Check the sig cap units, stands, and skimmer plates for any damage, tampering or loose screws 6. Pictures must be attached Office PM Process: 1. Laser printer pick and charge roller cleaning and general printer maintenance 2. Clean the inside of all servers a. Check fans for proper operation – replace as needed 3. Wipe down the monitors, clean keyboards and check the mouse 4. Check batteries on APCs and replace as needed 5. RF Units – Clean the units and the base – Assure exoskeleton in place 6. Review and repair cable organization and wire-tying – Remove unused cables 7. Check the entire store for old equipment 8. Pictures must be attached 27  Service Transition Run book Pharmacy PM Process: 1. Laser printer pick and charge roller cleaning and general printer maintenance 2. Clean the inside of all workstations a. Check fans for proper operation – replace as needed 3. Wipe down the monitors, clean keyboards and check the mice 4. Clean lenses on Fujitsu scanner 5. Replacing faulty or clouded biometrics as needed 6. Review and repair cable organization and wire-tying – Remove unused cables 7. Check the cabling for neatness and proper installation behind the HIGI machine 8. Pictures must be attached Preventative Maintenance Checklist 28