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TRAINING & OPERATIONAL SUPPORTSeveral options are available to you under two broad categories, Training Support and Operational Support. These options are explained in the paragraphs that follow. TRAINING SUPPORTGrocers offers a number of training alternatives including this training guide and classroom style training. The full complement of training alternatives includes those listed below. Click on the link in which you have interest or browse through, beginning with the Training Guide. TRAINING GUIDEThe Training Guide can be used as a reference document describing the features and functions in the system. It can be used also as a self-teaching tool to learn how to use the system. The Training Guide is easily accessible as a web-based document. No special software or equipment are required to use the Guide. Two learning tracks are available, Fast Path and Details. FAST PATHThe Fast Path learning track takes you through all of the functions in the system with a high level of narrative explanation for each function and how it is used. The sample screen clips with call-out details on the screen provide sufficient detail to learn to use the system. Here is a sample.
This example of the Deal Structure page provides the call-out boxes explaining the key functions. Typically, other explanatory notes accompany each page clip but at a high level. This path is likely the best choice for people possessing experience with: the paper version of the GSC Deal Sheet form and its many functions; web browser functions; and web-based learning tools. People that are comfortable with technology will find this tool to be a very useful and time saving tool. Whenever you need to dive down into far more detail about a particular function, you can move on the the Detail version of the Training Guide. We strongly recommend that you spend some time with the Training Guide before coming to a class. DETAIL PATHThe Detail Path learning track takes you through all of the functions in the system with a very detailed level of narrative explanation for each function and how it is used. The Detail Path uses the same type of screen clips as the sample above, but dives to a very low level of detail about the functions in the accompanying text. This path is likely the best choice for people with limited experience with: the paper version of the GSC Deal Sheet form and its many functions; web browser functions; or web-based learning tools. This path may in fact be of more value as a source of detailed reference material on the system functions. You may want to use the Fast Path as a training tool and the Detail Path as a reference resource on selected subjects. You should have no trouble click back and forth between the two paths. We strongly recommend that you spend some time with the Training Guide before coming to a class. CLASSROOM TRAININGClassroom style training has been provided prior for the initial release of the system for the July parallel test. You should have been notified of the training classes with sufficient advance notice to both sign-up and participate. If you have been trained before and would like a refresher, then sign-up for a future class. The classroom training is conducted in a classroom setting with an instructor. Computers are provided for practicing what you have learned. Depending on class size and the computers available, you may have to share. We strongly recommend that you spend some time with the Training Guide before coming to the class. This will give you a good grounding on the system, its capabilities and how they function. You should get far more benefit from the class by spending time on the material. The last classroom training session was held on July 23, 2007. Should there be a demand for classroom training after the parallel test beginning July 24, 2007, we will schedule another session or sessions. Please contact your buyer should you need additional training.
OPERATIONAL SUPPORTBest efforts have been made to provide a system that is easy to understand and use with a minimum level of support required. But, when you do need help you need a place to go to get it. Each of the support alternatives we have in place are described in the following paragraphs. Click on the link in which you have interest or browse through, beginning with the Email alternative. GSC BuyersVendors are accustomed to working with the buyers that manage their products within Grocers. The buyers have been identified as the first line of support for issues or problems you may be having with the system. Issues and problems will typically fall into one of two areas. Business Issues or ProblemsYou may have issues or problems with how to deal with a specific business situation on a deal sheet that is not an outgrowth of a system problem per se. In these situations your buyer is the best source of information on how to handle the business situation. Technical Issues or ProblemsIssues or problems you may be experiencing with the system that are appear to be of a technical nature should be reported to GSC with the Email option. Email Support - GBSupport@GroceryBiz.comEmail support for technical issues or problems is provided by sending an email to GBSupport@GroceryBiz.com. Emails sent to this address are checked periodically during each business day by the technical staff. You should provide a detailed description of the issue or problem with which you are having trouble or need more information. What to reportIt is a good idea to identify the specific details of the problem, the Menu option and the function or functions on that page where you are having trouble. This will help narrow the analysis and speed your response. You may receive a reply email requesting more information from the technical staff as they are analyzing the issue or problem. Please include your contact information in the email. How responses are handled Answers to your questions and resolutions to your problems will be emailed to you directly. If after receiving the answer or resolution you are still experiencing problems, please reply to the email received from GSC in order to maintain the thread of history about the problem. This history will help shorten the response time if a different technician gets involved with the resolution. In some cases the support person will contact you directly to gather more information about the problem. Please include your contact information in the email you send to GBSupport@Grocerybiz.com. Check the Tips & News Page Issues or problems may be a misunderstanding of how the system functions or how to use a particular function. When this happens the technician will provide information to clarify any misunderstanding. These situations will usually result in the posting of a Tip on the Training Guide web site on the Tips and News page. Be sure to check the Tips and News page for tips that may answer your questions or solve a problem you are experiencing. Group Buy TeamThe Group Buy Team is a secondary level of support for Vendors when Buyers may be unable to handle business issues or problems. The act as a backup to the buyers particularly where group buy procedure and policy are the issues. Buyers have the responsibility to engage members of the Group Buy Team when necessary to find a resolution to specific business issues or problems. MIS SpecialistsThe MIS specialists responsible for the Group Buy System will handle the emails you send via the GBSupport@GroceryBiz.com when you are looking for assistance with a system issue or problem. They will check the emails coming to this address and do the analysis to determine the nature of the problem and a proposed resolution. They will follow through with changes to the system when necessary. They will respond to your email with the an appropriate resolution to your issue or problem. Lastly, they will update the Tip & News page with recommended solutions to problems that appear to be a trend. The staff is limited and have responsibilities for other systems that command attention also. For this reason, we limit the amount of direct support contact with the technical staff. |
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