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Name: Bradley Seymour

Work Placement Booklet

Information Technology Division

July 2007 Version 1Copyright © by Woolworths Limited

Work Placement Booklet Welcome to Woolworths 3

Working at Norwest 8

Woolworths IT Division 15

IT Work Placement Program 17

Day One 19

Day Two 23

Day Three 31

Day Four 37

Day Five 42

Glossary – Acronym Dictionary 52

Welcome to WoolworthsWelcome to the Woolworths IT Division. This booklet contains information about Woolworths Limited and also information specific to the IT Division that will assist you throughout the duration of your work placement. You will also find an outline of the daily activities that you will be taking part in as part of your work placement here at Woolworths.

About WoolworthsWoolworths Limited is an Australian retail company made up of a number of businesses all providing our customers with quality, range, value and everyday low prices. We are built on a passion for retail, attention to detail, working hard, ensuring the safety of our customers and our people, and having fun!Our mission is to deliver to customers a better shopping experience each and every time! Our vision and values are known as 'The Woolworths Way'.

Our StorySince starting out nearly a century ago, Woolworths has changed the face of Australian retailing. Beginning as a single basement store in Sydney, Woolworths now has a shopping centre in almost every metropolitan and regional centre of Australia. Every day, we offer fresh, superior quality fresh food to millions of our customers nationwide. Our supermarkets are part of the wider Woolworths Limited Group - which is the second largest private employer in Australia, and we have more than 320,000 shareholders. Just how did Woolworths become such an Australian household name? Take a look at these key milestones in our history:

1920sIn December 1924, Woolworths' first ever store - the Woolworths Stupendous Bargain Basement, opened in the old Imperial Arcade in Pitt Street, Sydney. 1930s & 1940s Woolworths grew rapidly, and had soon acquired a chain of stores: 31 in Australia and 9 in New Zealand. Throughout the Depression, Woolworths looked after Australians by continuing to grow with new stores and employ local workers. Woolworths also encouraged manufacturers to continue to develop their production facilities - leading to an increase in the amount of Australian-made goods sold through Woolworths stores. Twenty five new Woolworths stores opened in the first months of World War II. 1960s & 1970s

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During this time we pioneered the supply of a wide range of low price, quality merchandise to rural Australia - especially to remote areas such as Alice Springs and Darwin. Diversification into fresh food led to the opening of Woolworths' first Food Fair Store, and soon became one of Australia's biggest retailers of fresh fruit and vegetables. 1980s During the 1980s, Woolworths became established as the "Fresh Food People" - with a commitment to delivering quality fresh food to their customers. In 1985, Woolworths acquired Australian Safeway. Woolworths had now become the market leader in grocery sales, serving up to 10 million customers per week. In just two years, profit rose from $8 million to an incredible $136 million.

1990s In 1993, the $2,450 million Woolworths' share float was the biggest in Australia's history. The 1,000 million shares on offer were quickly snapped up by more than 33,000 investors, many of them everyday Australians - including 19,000 Woolworths' employees.

2000sToday, Woolworths is a household name. We have over 700 supermarkets and serve over 13 million customers Australia-wide, each week. Everything we do is driven by a commitment to providing customers with the freshest produce, the best prices and the best possible service. As the "Fresh Food People", the scale and quality of our fresh food offering is unrivalled by other supermarkets, and we have made it our mission to source the very best farmers and growers Australia has to offer. We also continue to offer an extensive range of affordable, everyday grocery items from trusted and well-known brands. Our staff are passionate about customer service. We strive to help our customers enjoy fresh, healthy food whenever possible by offering expert nutritional advice, useful food handling and safety information, and delicious recipe suggestions. Woolworths is continually looking toward the future - exploring new and better means of delivering superior quality and everyday convenience. This commitment extends to the community and environment - through our support for various charities and a wide range of initiatives to help achieve a better and more sustainable environment. To this day, Woolworths remains a down-to-earth, honest Australian Company, dedicated to providing customers with a convenient and enjoyable shopping experience - each and every time.

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http://www.woolworths.com.au/AboutUs/ourcommitments/ourcustomers.asp

http://www.woolworths.com.au/AboutUs/ourcommitments/ourstaff.asp

Our BrandsOur major brands are;

Woolworths Supermarkets Safeway Caltex/ Woolworths Petrol Dick Smith Electronics & Powerhouse Tandy Dan Murphy's Beer, Wine & Spirits (BWS) Big W Food Town (NZ) Countdown (NZ) Woolworths (NZ) Croma (India)


Our ShareholdersWoolworths Limited has over 300,000 shareholders, plus around 50,000 employee shareholders - which makes us one of the largest employee ownership corporations in Australia! Over 90% of Woolworths Limited shareholders are 'mums and dads' holding 5000 or fewer shares.

Our PeopleWoolworths employs around 175,000 people. Some 50,000 of our employees are in rural and regional areas. We train more apprentices than any other company in Australia!

Our SalesWoolworths Limited has annual sales of over $38 billion.

What We Stand ForOur vision and values are known as 'The Woolworths Way'. The following information will help you understand a little more about what we focus on as a company.

Why we're hereWe are here to deliver a better shopping experience to customers' - each and every time!

What we doWe're a great Australian retail company made up of a number of businesses all providing our customers with quality, range, value and everyday low prices. We're built on a passion for retail, attention to detail, working hard, ensuring the safety of our customers and staff, and having fun. We're focused on continuously refreshing and improving our business and our people.

Who we areWe take pride in ourselves - we DO make a difference.We're a team working towards a common goal, and learning from each other through coaching and listening.We live by mutual respect and honesty.We encourage initiative, recognise and reward success and create an environment where everyone can succeed.

Who we serveOur customers come first. We're committed to understanding their needs and exceeding their expectationsWe work to make every community we belong to, a better place.Our suppliers are valuable partners - we share ideas and information.We provide more than 300,000 shareholders with the greatest possible return on their investment.


What we believe

IntegrityWe're proud of our record of doing the 'right thing' and always encourage others to do the same.

Retail PassionWe have a passion for what we do. We're real people in real jobs, doing real work.

Open CommunicationWe're approachable. We share information. We value different points of view, ask questions, listen effectively, speak thoughtfully and let ideas live. We say it like it is.

TEAMOur team is over 175,000 strong. We've all got a part to play and a contribution to make.Together Everyone Achieves More.

CARECustomers Are Really Everything. We're always directly serving customers or helping those who are.

ChangeWe initiate and embrace it. We're constantly looking to improve our business.

Walk the TalkWe're all accountable. We take individual responsibility. We strive to live these values at all times.


Working at NorwestBelow, you will find some important information regarding the Norwest site. Some of this will be covered during your company induction which is scheduled for your first day with us;

Finding a Norwest LocationTo enable us to easily identify different areas of the Support Office, all spaces have a unique naming convention. These names use the same 'formula', making it easy to locate people and spaces at Norwest.The naming conventions also work in conjunction with the signage in the Office, enabling you to easily find your way around.

(Example desk location)

You will find signage on each of the poles in the aisles that will assist you with finding desk and meeting room locations. Each floor is divided in to four rows - A,B, C and D and then numbered from 1 - 7.


Key Contacts for employeesNorwest NumbersWoolworths Switch: ext. 50000 BIG W Switch: ext. 80000IT Help Desk: ext. 50500BIG W IT Help Desk ext. 50555Facilities Mgt: ext. 51013Mailroom: ext. 57566Security: ext. 50099Academy: ext. 57456Bulk Printing: ext. 58424Catering: ext. 50101Fitness Centre: ext. 50100Reception: ext. 99WW Store: (02) 8814 5211

Human Resources - IT DivisionFor all queries relating to Human Resources, please contact a member of our team below;Human Resources Manager Michael Stoddart (02) 8885 4056Remuneration & Benefits Kerrie Brophy (02) 8885 4224HR Specialist Glenn Cutts (02) 8885 1097HR Officer Erin Lundy (02) 8885 2767HR Officer Sally Pozzobon (02) 8885 4268Recruitment Yasmin Allam (02) 8885 4003National Payroll QLD 1800 654 112


Mail at NorwestMailroomThe mailroom processes the mail for our stores (Woolworths Supermarkets region 6, 7 and 8 and BIG W nationally), between regional/support offices and within the Norwest Support Office. All couriers are also managed by the mailroom.

The mailroom is on the Ground floor of West Wing. This facility is open from Monday - Friday between 6.00am and 5.30pm

Addressing Mail at NorwestInternal MailInternal mail should be posted using yellow internal mail envelopes and addressed using the following format;Team Member's name

Specific Support Office

Division & Department

Wing - Level

Norwest

External MailPostal Address:PO Box 8000,Baulkham Hills NSW 2153 External mail should be addressed to our above postal address at Norwest, with your personal details included as follows;Name

Woolworths Support OfficeDivision & Department

Wing - Level

Please note: The Support Office's street/ delivery address is 1 Woolworths Way, Bella Vista, NSW 2153

Phones at Norwest


FeaturesThere are 4 phone models at Norwest, each offering various features to meet different needs across our business.

Voice over IP (Internet Protocol) technology Large screen which displays the time, date, caller ID and the line/call status In built help menu 2 programmable buttons providing access to 2 phone lines or frequently

dialled numbers. Speaker phone function - available in offices, meeting rooms and quiet rooms

only.

It is important that you answer a ringing phone as quickly as possible within the workplace to ensure that our callers are not inconvenienced and kept waiting. We do have voicemail activated within the building for use when you are away from your desk - please ensure that you listen and respond to these messages as soon as you return your desk.

Making an Internal CallTo dial an internal number, please use the last 5 digits of the extension you wish to dial (eg. Phone number is 8885 1111, please dial 51111 to contact this extension).

Making an External CallTo dial an external number, you will need to dial zero to get a line out and then the phone number of the person you wish to contact.


Emergency Evacuation at Norwest

It is vital that you are aware of the procedures to follow should there be an emergency within the building whilst you are on site. The below information will assist you in understanding the procedures to follow in the case of an emergency. This will be covered in more detail during your off-job Induction course.

Emergency Evacuation ProceduresIn an evacuation, please note:

If you see a fire or another potential emergency please contact the fire brigade on 0-000 and also the Chief Fire Warden Shane Fradd (x51024) or Deputy Chief Fire Warden Luke Hancock (x53415)

If the evacuation is a result of fire never shout "FIRE" as this could cause panic.

The tone “Beep, Beep, Beep”, is an alert signal. Your floor Fire Wardens will direct you on what to do should an evacuation be necessary.

The tone “Whoop, Whoop, Whoop”, is the evacuation signal. Look for your floor Fire Wardens and follow their directions to evacuate the floor.

Do not return to your desk to collect personal belongings. Move calmly and quickly to the nearest safe exit. Use stairways and keep close to the walls in case stairs have been weakened. Lifts must not be used. Go to the nominated assembly point (see information below) and remain

there until you are advised what to do. NEVER RE-ENTER the building for any reason until the fire brigade or police

give clearance. Fire Wardens will advise when it is safe to re-enter the building.

To comply with legislative requirements we test the emergency evacuation tones. When testing of the signals occurs, a brief announcement over the PA will be given before the signal tone. While testing the equipment you may continue working and will not be required to leave the building.

In the event that a genuine emergency occurs you will be directed by the appropriate fire warden. Please do not evacuate the building unless you are told to do so.


Emergency Evacuation Assembly Points at NorwestIn the case of an emergency requiring evacuation, team members should follow the directions of their fire warden and go to their evacuation points. These are:

West WingAcross Woolworths Way, in front of the Di Lorenzo tile shop

East WingGrassy area between the building and Norwest Boulevard

North WingMulti hard court surface


First Aid at NorwestIf an accident does happen in the workplace, quick action can often save serious injury.

If an accident happens to you, remember to; Report the incident to your Manager immediately Seek first aid assistance if required Complete a Register of Injuries form so that the incident is documented (this

is available from the HR Department) If you see anyone who requires first aid, or your require first aid, please

contact a first aid officer immediately

The first aid room is located on P1 of the car park, next to the fitness centre. First aid kits are located in every break out area in the building.

First Aid AttendantsThe First Aid Officers are located across the office floors at Norwest to ensure our teams have a qualified first aider nearby if required.

In each of the break out sections on each floor at Norwest, you will find a poster that contains the names of the First Aid team members at Norwest.


Woolworths IT DivisionThe Woolworths IT Division employees approximately 600 employees. Our workforce is made up of a combination of full time, part time and casual employees. On top of this number, we also employ a large number of workers here and overseas at any one time to work within a variety of roles.

Organisational Chart - IT DivisionOur division is divided in to a number of different departments. Below is an organisational structure to assist you in understanding how the division operates.


IT Program OfficeTony KempGroup Development Logistics/ GFSGeoff Marler

New Enterprise SystemsSteve Moraitakis

Infrastructure ServicesIan MacAlpine

Service DeliveryRoger Twigg

Systems DevelopmentJackie McKeating

CIODan Beecham

IT Finance/ SAP Rob Magner

Human Resources Manager - ITMichael Stoddart

BIG W ITGreg Faoan

Dick Smith Electronics ITRoss Vallins

ALH ITRick Coenen

PEL ITDavid Morrison

IT SecurityPeter Cooper

IT Work Placement ProgramYour WeekBelow you will find an outline of what you will be doing during your week of work placement in the Woolworths IT Division;

Day Time Activity ContactMonday 8.30am - 1.00pm

1.00pm - 1.30pm1.30pm - 5.00pm

Corporate WW InductionLunchIT Program Office

Sally Pozzobon

David HunhdorfTuesday 9.00am - 10.00am

10.00am - 12.30pm12.30pm - 1.30pm1.30pm - 5.00pm

Architecture - DCCOperationsLunchInfrastructure Services

Rob HattonNaomi Ezeigwe

Sailesh ShankarWednesday 9.00am - 12.30pm

12.30pm - 1.00pm1.00pm - 5.00pm

Change ManagementLunchIT Help Desk

Leanne McConville

Christina GavaThursday 9.00am - 3.30pm

(12.00noon-12.30pm)3.30pm - 5.00pm

IT Distributed SupportLunchIT Software Development

Adam Rendulic

Peter Willis

Friday 9.00am - 12.30pm12.30pm - 1.00pm 1.00pm - 4.30pm4.30pm - 5.00pm

Store Systems SupportLunchVendor SolutionsDiscussion with HR to complete program

Joe Barilla

Jim AppletonMichael Stoddart/Glenn Cutts


Day OneTime Activity Instructions Contact

8.30am - 1.00pm

Woolworths Corporate Induction

You will be required to attend a company orientation on your first day with us. Upon arrival at the Norwest site, please go to the front reception desk where you will need to sign in and be issued with a security tag. You will then need to wait at the Reception desk where you will be collected by the induction facilitator.

Kimberlee Clements WOW Academy ext. 51012

1.00pm - 1.30pm

Lunch Break Each day during your lunch break, you are entitled to use any of the facilities within the building. We currently have 3 food outlets (Bistro Fresh, The Verandah Café and Maurices Coffee Shop) and a Woolworths supermarket on site for you to purchase your food from. Alternatively, you may wish to bring your lunch with you and use one of our many breakout areas both inside and outside the building. We have refrigerators in the lunchrooms on each level of the building along with tea and coffee facilities for you to use.

1.30pm - 5.00pm

IT Program Office

Please return to Reception by 1.30pm where you will be collected by a representative from the IT Program Office. On the next page of this booklet, you will find further information about the IT Program Office - Corporate, Finance and HR, along with an outline of the activities you will be completing during your time with the team.

David HuhndorfExt. 54693


IT Program Office 1.30pm - 5.00pm

Name of team/ department

Manager/ Team Leaders Name

Name of work placement mentor/s

What does your team do?


IT Program Office

Tony Kemp

David Huhndorf

Our team is part of the IT Program Office whose customers are the Finance, HR (Human Resources) and Corporate areas of Woolworths. We take business requirements (and idea) and work with the business and other IT divisions to find a solution. Once we find a solution, we seek approval to implement that solution (is it worth doing?) If approved, a project team, consisting of business and IT resources (lead by our project managers) implement that solution. Once implemented that solution then becomes another application supported by IT.

TO DOPlease find below an outline of the types of things you will be covering during your time with this team today.

1:30 – 2:30pm Introduction to the IT Program Office.

Walk-through of the IT Service Model. How does IT work? What roles do the various areas play?

Walk-through of IT Project Life-cycle. How does a project get started? What are the various stages?

2:30pm – 5:00pm Buddy sessions with Business Analysts and Project Managers

During this time you will “Buddy-up” with nominated Business Analysts and Project Managers for the afternoon. You will be involved in areas such as:

o Requirements Workshopso Project Meetingso One-on-One sessionso Team Meetings

You will also be introduced to:o Project Planso Costed Manifestso Requirements Documentso Flowcharts


Day Two Time Activity Instructions Contact

9.00am - 10.00am

Design Competency Centre

Please arrive at Reception by 9.00am where you will be collected by a representative from the Design Competency Centre. On the next page of this booklet, you will find further information about this team, along with an outline of the activities you will be completing during your time with the team.

Claudio GorojovskyExt. 53440

Jagdish KadamExt. 51478

10.00am - 12.30pm

Operations You will be taken across to the Operations team at 10.00am by your DCC mentor. On the following pages of this booklet, you will find further information about this team along with an outline of the activities you will be completing during your time with the team.

Daniel BaileyExt. 54687

12.30pm - 1.30pm

Lunch Break

1.30pm - 5.00pm

Infrastructure Development - Construction & Delivery

Please return to Reception by 1.30pm where you will be collected by a representative from the Infrastructure Development team. On the following pages of this booklet, you will find further information about this team, along with an outline of the activities you will be completing during your time with the team.

Sailesh ShankarExt. 51646

Scott ColemanExt. 51612

Paul BrearExt. 53528


Design Competency Centre 9.00am - 10.00am






Design Competency Centre

Rob Hatton

Claudio Gorojovsky, Jagdish Kadam, Raj Beadle, Michael Lee, Philip Sharp; Mark Dombrovskis , Nandi Iyer

The Group’s charter is to:

- provide consultancy regarding software solutions. So an example is we are asked.. “if I wanted to provide an information kiosk in all our liquor sites, how would you deliver it and what software architecture is appropriate ?”

- develop High Level Designs, providing system solutions to meet business needs. These are sophisticated documents which, dependant on the Business Requirements, determine whether we can enhance our existing systems or have to build new ones, and identify the software development required.

- we also identify new software developments which we think may be appropriate for use in the business.

TO DO Please find below an outline of the types of things you will be covering during your time with this team today.

9.00am - 9.30am Discussion

What does a Software Architect do here at Woolworths? What is a system map and what other aids do we use to help us do our

job? What types of requests do we receive? What kinds of documentation do we produce?

9.30am - 10.00am Scenarios

You will be provided with a few scenarios (a problem requiring a solution) to introduce you to thinking like an Architect.


Operation Services 10.00am - 12.30pmName of team/ department





Operation Services - Operations

Naomi Ezeigwe - Operation Services ManagerDaniel Bailey - Operations Team Leader

Shift Leader on duty

Provide 1st level support and monitoring for all Woolworths midrange and mainframe systems and applications 24 x 7, 365 days of the year.

Problem Management and escalation to support groups

After hours change management

Tape media management

Environmental monitoring of PDC and QP1 sites

Provide operational knowledge into projects and enhancements


9:00am Introduction - Team Leader/ Manager Introduction to the team Overview of the team structure

9.15am - 9.45am Overview - Shift Leader Overview of what we do in Operation Services

9.45am - 10.00am Tour - Shift Leader Tour of the Data Centre

10.00am - 11.00am General Duties - Operations Team MemberDuring this time, you will work with one of the Operations services team members to experience some of the daily functions of the Operations Services team, such as;

Tape management Use of the different screens on our systems Other daily functions

11.00am - 11.15am Morning Tea

11.15am - 11.30am Debrief - Team Leader/ ManagerDuring this time, you will get a chance to ask any other questions you may have regarding the Operation Services function and to summarise what you have learned during your time with the team.


Infrastructure Development - Construction & Delivery Team 1.30pm - 5.00pmName of team/ department





Infrastructure Development – Construction/Delivery

Sailesh Shankar

Sailesh ShankarScott ColemanPaul Brear

Infrastructure Construction – Office Server Integration for Data Centre environment (Both Unix &

Wintel) SOE Development Wintel/Unix Servers, Desktops & Laptops. Build & Implementation of all Hardware for Office (Data Centre)

based projects. Warranty Support for all project deliverables.

Infrastructure Construction – Stores Design of Stores infrastructure (Supermarkets, BWS (Liquor), Dan

Murphy, ALH, Petrol & PEL (NZ). All store hardware evaluation & integration (includes Servers,

desktops, PoS, scanners, scales, printers). SOE & Automated install development for stores environment.

Infrastructure Delivery Data Centre ownership & maintenance (Standards, Power, Air-

Con, Racking, Raised floor etc) Environmental Standards & Specifications (E.g. Data –

Copper/Fibre & Electrical) for Stores, Data Centre’s, Distribution Centre’s, Area & Regional offices).


1:30pm Introduction to the team - meet & greet Mentor to provide details of Infrastructure Services, what we do, how

we’re structure, key teams & skills.

2:30pm Tour Norwest Data Centre Mentor to highlight significant equipment, standards followed, costs

involved.

3:00pm Experience some hands-on lab work You will build a Supermarket environment, including RF Guns,

workstations & Point of Sale.


Day Three Time Activity Instructions Contact

9.00am - 12.30pm

Change Management

Please arrive at Reception by 9.00am where you will be collected by a representative from the Change Management team. On the next page of this booklet, you will find further information about this team, along with an outline of the activities you will be completing during your time with the team.

Steve Bowen ext 51681

Jenni Keating ext 51620

Doug Adamson ext 51616

Leanne McConville ext 51687

12.30pm - 1.00pm

Lunch Break

1.00pm - 5.00pm

IT Help Desk Please return to Reception by 1.00pm where you will be collected by a representative from the IT Help Desk. On the following pages of this booklet, you will find further information about this team, along with an outline of the activities you will be completing during your time with the team.

Bernard JeanExt. 52782

Ken ValentonExt. 50609

E


Change Management Team 9.00am - 12.30pmName of team/ department





IT Change Management

Leanne McConville – Release Services ManagerSteve Bowen – Change & Configuration Manager

Steve Bowen Jenni Keating Doug Adamson

Our team ensures that changes made to IT Systems do not cause adverse impact to system users. This includes all systems throughout our Stores, Support Offices, and our Distribution Centres.

Each week we go through a cycle of governance which ensures that all changes are ready to be put into the Production (Live) environment. This includes ensuring that all testing is complete and signed off, that all risks have been considered, and that changes are not going to impact each other.

We also report the results of changes, and follow up areas which repeatedly cause problems through lack of planning or poor quality changes.


9.00am - 9.30am - Overview of the Change Process9.30am - 10.30am - Change Scheduling Meeting10.30am - 10.45am - Morning tea10.45am - 11.00am - Debrief of meeting11.00am - 12.00noon - Telstra Governance meeting12 noon - Debrief and complete the items below

1. List three Change items that were approved at today's meetings;

2. Were any changes rejected? Why were they rejected?

3. What is the difference between a "Planned" Change and a "Support" Change?

4. Who owns the Change?

5. List three examples when you need a Change;


IT Help Desk 1.00pm - 5.00pmName of team/ department





IT Help Desk

Christina Gava

Bernard Jean & Ken Valenton

We are the first line of support for all production environments. All stores, warehouse and office staff call or e-mail our HD when they have a IT related issue.

The team of Analysts constituting the Woolworths IT Help Desk aim to provide Excellent Customer Service and technical support to those who use the IT related equipment, whether it is concerning the registers in the supermarkets or computers or printers used by our many Office Users. For the Office users, they may either have a Service Request - i.e. a new mouse for their PC may be required - or be confronted with a Problem - i.e. Their PC will not power on. Either way, the IT Help Desk will take the call, gather the required information and then assign the problem to the appropriate group to resolve the issue. Any issues concerning the different Applications used by our Office Workers are assigned to the relevant support teams.

Depending on the nature of the problem or request, there are numerous groups associated with the IT Help Desk that work to resolve your problem. The following are to name a few:

SST – Software Support Team DISTRIBUTED SUPPORT / PCLAN – Hardware issues TELSTRA – Data/Network issues

The purpose of the IT Help Desk is to provide the Woolworths Employees with the utmost professionalism and minimal impact to business. Every effort will be made to suit your needs and to have your issue resolved efficiently and effectively.


1:00pm - 5.00pm- Meet and greet the team- Overview of the IT Help Desk - what do they do?- Spend time with mentor listening to how Help Desk calls are handled

Please endeavour to complete the answer to the following questions during your afternoon with us at the Help Desk.

1. What does PLOW stand for?

2. How many calls does the help desk handle on average per week and what types of calls are handled?

3. What is the ticketing tool that the HD uses to log all calls in called?

4. What are the hours of operation of the Woolworths IT Help Desk?

5. Write down the PCMS number and store/ contact details of 3 of the calls you listened in on?

6. Who are the customers of the IT Help Desk?

7. What is the difference between an internal and an external customer?


8. Why is customer service such an important part of the Help Desk role?

9. What are the possible implications to Woolworths if we do not continue to provide a high standard of customer service to all our customers, both internal and external to the business?


Day FourTime Activity Instructions Contact

9.00am - 3.30pm

IT Distributed Support

Please be at Reception by 9am where you will be collected by a representative from the IT Distributed Support Team. On the following pages of this booklet, you will find further information about this team, along with an outline of the activities you will be completing during your time with the team.

During your time with this team, you will be provided with a 30 minute lunch break.

Daniel UmicevicExt. 51340

Allen SuExt. 51327

3.30pm - 5.00pm

e-business IT Software Development

You will be taken across to the Software Development team at 3.30pm by your IT Distributed Support mentor where you will be met by a representative from the Software Support team. On the following pages of this booklet, you will find further information about this team, along with an outline of the activities you will be completing during your time with the team.

Danny MatarExt. 514312

Carol GilliesExt.53467

Graham AndersonExt. 51707


IT Distributed Support 9.00am - 3.30pmName of team/ department





Distributed IT Support – NSW / Dept: NSW IT Services

James Sharpe – Team Leader & Adam Rendulic - Manager

Daniel Umicevic & Allen Su

Distributed IT Support NSW provides IT and end user support to the office areas and warehouse environments around the state (i.e the non-store environment)

Examples of items we support are:PCs & LaptopsPrintersNetworking & Cabling troubleshootingRf gear (VMU’s, Access points, handled Rf units etc)User Data (restoration from backup)Network access and profile problemsInstallation and rectification of certain software issues


During your time with the IT Distributed Support Team, you may be involved in the following;

□ Understand and perform a PC/Laptop build & deployment process

□ Spend time with a Distributed Support Technician to understand the role and assist customers in resolving their IT issues

□ Be shown the patching process inside a comms room. Giving an understanding of how information gets from the servers, through the network, to the desk port and accessible by a PC

□ Familiarise yourself with the national structure of the team, our major customers, major sites

□ See how our team uses PCMS

□ Have the IT equipment that we support in the Warehouse Enviroment explained to you and how critical it is to the operation of our business

□ Review the monthly Metrics & KPI report


e-business IT Development Team 3.30pm-5.00pm






eBusiness IT Development

Peter Willis

Danny Matar, Carol Gillies and Graham Anderson

We develop Web based systems for the business.

Typically we would sit with the business and understand their business requirements (in conjunction with a Business Analyst from Program Office). We would then design the Screens and Screen flow, discuss this with the business and document it. Most times we would build a Web based prototype system just to ensure that the screen design and flow is right.Next stage is to work with the database team to design a database, which is really the core of the system from a technical point of view. We would then build the system, which make take from one month to six months, with one or more programmers, depending on the complexity of the project.After this, we have to test the system and then finally implementation.


10.00am - 11.00am Introduction into IT Development

Overview of Development Lifecycle. Discussion of the Business Requirements and Functional Spec documents. Database Design and what relational databases are. Planning the project. Major issues and challenges.

11.00am – 12.30pm Mini Project.With guidance from your mentor, you will be asked to develop a high level screen and database design for a particular business problem. You will be given a mock-up business requirements document, which will detail business scenarios that the system will need to support. You will also be given a mock-up technical solution document. For this you will use edited versions of the Instore Demo System which the team developed last year. Objectives of the mini project - the student will design the screens and screen flow to support the business requirements, plus a logical version of the database that will support this. The student will also describe any interfaces that will be required to support this solution. This assignment would be suitable for someone with little IT experience but good general knowledge and will be able to be completed within 1 hour. This assignment has enough depth to allow the student to be creative. That is, we expect that each student will produce a sightly different answer.

12.30pm – 1pm Review of Student’s Answer.During this time, your mentor will review the answer and ask questions to see if all the holes are covered (ie ‘how does the solution cover this scenario, etc’), and provide suggestions. Your mentor will also recap the introduction and discuss where the challenges would be if this project was started.


Day Five Time Activity Instructions Contact

9.00am - 12.30pm

Store Systems Support - IT Service Delivery

Please arrive at Reception by 9.00am where you will be collected by a representative from the Store Systems Support team. On the next page of this booklet, you will find further information about this team, along with an outline of the activities you will be completing during your time with the team.

Justin DaceyExt. 51269

Clare HardwickExt. 54184

12.30pm - 1.00pm

Lunch Break

1.00pm - 4.30pm

Vendor Solutions

Please return to Reception by 1.00pm where you will be collected by a representative from the Vendor Solutions team. On the following pages of this booklet, you will find further information about this team, along with an outline of the activities you will be completing during your time with the team.

Ken UngExt. 53745

Jim AppletonExt. 51517

4.30pm - 5.00pm

Discussion with HR representative

Your Vendor Solutions mentor will bring you to the Human Resources Managers office where you will have a chance to review the week you have had with us and provide us with any feedback regarding the program.

Michael StoddartExt. 54056

Glen CuttsExt. 51097

Erin LundyExt. 52767


Store Systems Support - IT Service Delivery9.00am - 12.30pmName of team/ department





Store Systems Support – IT Service Delivery

Clare Hardwick

Justin Dacey – Project EASI introduction

Provide Second Level Support to Woolworths’ retail outlets (excluding DSE & Big W), to ensure sites are operating at maximum capabilities, and to maximise the IT National Help Desk capabilities for first point resolution via empowerment and training to Help Desk staff.


9.00am - 10.10am - SQL Introduction - Mark Paton This session will provide insight into how the front end registers connect

to the back end database for transactions, sales data, pricing etc.)

10.10am - 11.15am - WoWPOS Introduction - Aaron Roach This session will focus on Woolworths new point of sale system

11.15am - 12.30pm Project EASI introduction - Justin Dacey This session will focus on the new Petrol/Liquor point of sale system which

is close to nation-wide rollout phase


Vendor Solutions 1.00pm - 4.30pmName of team/ department





Vendor Solutions

Jim Appleton

Ken Ung

Vendor Solutions provides the engagement and governance processes for external vendors who provide contracted services to Woolworths IT. This includes but not limited to: Requests for Tender/Pricing/information Commercial Contract Negotiation through business requirements

and corp. legal to execution Management of relationship with vendors and external supplier

organisations such as IBM, Telstra, Wedderburn etc Escalation Management of issues, commercially and operational Vendor Performance analysis to “supplier of the year” function Management of all budget and invoice payment of contracted

services Dispute resolution


1:00pm – 2:00pm - Wan Ling Ng/Neil Boweno Overview of Vendor engagement principals

Engaging with a vendor The services they can offer The process of procuring services, infrastructure, equipment and

softwareo Contracts

What types of contracts are used in the IT industry? Why they are important? How a contract is typically negotiated – life cycle

2:00pm – 3:00pm - Ken Ung/Nick Goringo Operational Vendor Relationship Management

Day to day interaction with a supplier providing services Escalation Management Commonly used processes Interaction with project groups, infrastructure and software

developmento Problem Resolution

Why disputes occur and how they get resolvedo Misc Procurement

Raising an order SAP process Receipt and payment

3:00pm – 4:30pm - Alan Mitchell/Alex Chuao Commercial Management

Making a change to a contract Why things change How its negotiated and incorporated

Financial Management Setting a budget Checking and paying a bill

Time permitting, during your time with the team, (and depending on confidentiality issues and acceptance by vendor), you may attend one of the following;

o A live commercial negotiation with a vendoro A technical meeting on an operational problemo Receiving an order, checking and paying


Discussion with Human Resources Representative 4.30pm - 5.00pmName of team/ department





IT Human Resources Team

Michael Stoddart - Human Resources Manager

Michael Stoddart - Human Resources ManagerErin Lundy - Human Resources OfficerGlen Cutts - Human Resources Specialist

The IT HR team is responsible for the following functions within the IT Division;• Recruitment & Selection• Induction• Performance Management• Career Development• Workforce planning• Communication• Climate analysis• Management reporting• Remuneration analysis• Learning & Development• OH & S• Administrative/Transactional

– Salary Administration– HRIS


4.30pm - 5.00pm - General DiscussionDuring your time with the IT HR team, we will basically be discussing how you feel your week with us has been and asking for your feedback on the time you have spent with us. Please feel free to be open and honest with us during this session as we do value your feedback as this will assist us with future work placements. Please bring along any questions you may have from your week with us or anything in general that you would like to ask about Woolworths!

Below you will find some questions that a member of our IT HR team will be running through with you during your discussion - you may wish to complete these prior to our discussion or you can wing it on the day!!

1. What was the best part of your week with us?

2. What was the worst part of your week with us (be honest!)?

3. What was the most surprising part of the week for you?

4. Where will you now concentrate your studies?


5. Has this week given you any idea about where you would like your career to head?

6. What will you tell your friends when they ask you about your week at Woolworths?

Work Placement Feedback QuestionnaireOn the following page, you will find a feedback questionnaire that will allow us to capture your thoughts on the time you have spent with us. You may wish to fill this out prior to your discussion with us and bring it along with you, or you may prefer to fill it in at home once you have completed your time with us and send just these pages through to us. If you wish to send this, please send to;

Postage AddressSally PozzobonIT Human Resources TeamMail point: W3.D2PO Box 8000 Baulkham Hills, NSW 2153

OR

Fax Number (02)8888 4268


WOOLWORTHS IT WORK PLACEMENT PROGRAMStudent Feedback Form

Now that you have completed the Woolworths IT Work Placement program, we would be interested in hearing more about the time you spent with us - please take

a few minutes to complete the feedback form below. We want to hear what you really thought of the program and encourage you to be honest with your feedback

and suggestions - the aim is to make this program the best it can be!Name? (optional)

School? (optional)

What did you hope to gain from this work placement assignment?

Do you feel your expectations were met by our overall program? YES/ NO(If your answer is no, please provide further information below);

Please rate the following individual areas in terms of the experience you had within this area of our Division. Please select one box for each area using the numbers below as a guide;1 - Exceeded my expectations2 - Met my expectations3 - Did not meet my expectations

1 2 3Woolworths InductionIT Program OfficeDesign Competency Centre

1 2 3ebusiness IT DevelopmentInfrastructure ServicesChange ManagementIT Help DeskOperation ServicesIT Distributed SupportStore Systems SupportVendor Solutions


If you have any further comments on any of the above areas, please provide further information below;

Do you have any general comments about the overall Woolworths IT Work Placement Program?

Do you have any suggestions for improvements or changes to the Program?

Thank you for your time to complete this feedback form - we appreciate your feedback and will use this to constantly improve our program to ensure it provides

the best experience it can for future students.

Please return this form to a member of the IT HR team or send to Sally Pozzobon - IT Human Resources Team, Mail point: W3.D2, PO Box 8000 Baulkham Hills, NSW 2153

or fax to - (02)8888 4268.


Glossary – Acronym DictionaryThis information may assist your understanding of the various acronyms you may hear being used at Woolworths.

ACRONYM DEFINITION3PL Third Party LogisticsACM Automated Configuration ManagementAD Active DirectoryAIS Australian Independent WholesalersAMBIENT Normal temperature area in a DC, e.g. General

Merchandise, Dry FoodsAP Access PointAPN Australian Product NumberASG Asset Services GroupASN Advanced Shipping NoticeASN Advance Shipping NoticeASSS Area Store Service SpecialistAutoStockR Automated Stock Replenishment – system that uses a

forecast and perpetual inventory to replenish storesB&M Buying and MarketingBA Business AnalystBACK OFFICE A system used to maintain the management of items by

reference number. It holds the information used by the Point of Sale System and is an interface to the Host to communicate any changes made to the master file records

BDP Business Development PlanBE Back EndBEST Business Enhancement Support TeamBFV Buy From VendorBM Business ManagerBMHD Buying & Marketing Help DeskBO Back OrderBOGOF Buy One Get One FreeBOH Balance on HandBOL Bill of LoadingBOMB Build Order Multiples - BBR Business ReleaseBSM Business Systems ManagerC/R Change RecordCA Computer AssociatesCAB Change Advisory BoardCASS Corporate Application Support SystemCC Change ControlCCC Change Control and ConfigurationCICS Customer Information Control System – online


ACRONYM DEFINITIONtransaction system

CLS Carton Live StorageCMI Company Managed InventoryCOB Close of BusinessCODB Cost of Doing BusinessCOGS Cost of Goods SoldCOTS Commercial Off The ShelfCPR Critical Problem ReviewCR Change RequestDASD Direct Access Storage AdviceDC Distribution CentreDCC Data Competency CentreDCP Demand Chain PlannerDF Delivery FlexibilityDIFOT Delivery In Full On TimeDOR Daily Order ReviewDOR2 Daily Ordering Review Version 2 – automatic ordering for

warehouse stockDOS Days Of StockDP Demand PlannerDR Disaster RecoveryDSD Direct Store Delivery – this occurs when vendors deliver

food direct to the store rather than the goods being distributed by the DC

DSD Direct Store DeliveriesDSG Development Services GroupDWH Data WarehouseE2E End to End testingEAI Enterprise Application IntegrationEAN European Article NumberEBIT Earnings Before Interest & TaxEDLP Every Day Low PricesEDSD Electronic Direct Store DeliveryEDST Electronic Direct Store DeliveryEEO Equal Employment OpportunityEMERGENCY ORDER Stock ordered when the store has under ordered or had

an unexpected sales increase since placing its last orderENDEVOR Environment for Development and OperationEOI Expression of InterestESP Employee Share PlanFCL Full Container LoadFLOW THROUGH End to end process which allows the DC to move stock

from receipt to dispatch without putaway to a reserved location

FPC Function Point CountFT Flow ThroughFTL Full Truck LoadGM General MerchandiseGRN Goods Received NoticeGTIN Global Traded Identification NumberHANDSON Back Office Database in StoresHL High LevelHost The Main frame


ACRONYM DEFINITIONHR Human ResourcesIA Inventory AdjustmentsIBT Inter Branch TransferIBT Inter Branch TransferICC Integration Competency CentreIDT Inter Department TransferILM Information Lifecycle ManagementINT Inter Department TransferIPDP Individual Performance Development PlanIR Incident ReportISS400 Front End Software in StoresISS60 Part of Back Office Software in StoresITEM IT Environmental ManagementITIL Information Technology Infrastructure LibraryITPAG IT Project Approval GroupITPRG IT Project Review GroupITSC IT Steering CommitteeITSG IT Support GroupIWT Inter Warehouse TransferJD Job descriptionKA Key AccountabilitiesKB KilobytesKPI Key Performance IndicatorLCL Less than full Container LoadLOW STOCK Items which will not last the days trade or if the shelf

have less than the minimum presentation levelLSL Less than full Truck LoadLTIP Long Term Incentive PlanMB MegabytesMBOL Master Bill of LoadingfMFD Multi Function Device – Laser, Fax & Copier.MHz MegahertzMOM Minutes of MeetingMPL Minimum Presentation Level – is part of the trigger for re-

ordering stockNATCOM National CommunicationNDC National Distribution CentreNSCG National Store Communication GroupOHS Occupational Health & SafetyOLA Operational Level AgreementOM Order MultipleOOS Out of StockOS Operating SystemOVERLAY ORDER Stock ordered by the store in addition to the suggested

order. Used to account for unusual demand not covered by AutoStockR

OVERSTOCKS Stock left over after the fill has been completed, excluding promotional stock

P/R Problem RecordPC LAN PC and Local Area Network SupportPCG Project Control GroupPCMS Problem and Change Management SystemPD Position description


ACRONYM DEFINITIONPDC Parramatta Data CentrePDQ Pallet Display QuantityPI Perpetual InventoryPIR Post Implementation ReviewPLU Price Look upPM Project ManagerPM Product MaintenancePO Program OfficePO Purchase OrderPOA Purchase Order AdvicePOM Purchase Order ManagementPOR Purchase Order ReceiptPOS Point of SalePR Problem ReportProdSOM Production Store Order ManagementPTB Pick to BeltQA Quality AssuranceQP1 Automated Distribution Centre – Minchinbury (NSW) QP2 Automated Distribution Centre – Mulgrave (Vic).R/W Ramdom WeightRAS Remote Access SecurityRBA Regional Business AnalystRDC Regional Distribution Centre – a network of DCs picking

and delivering fast moving ambient and short life chilled products to the stores in their region

RETECH Software used in Speciality POS Stores – Liquor/PetrolRF Radio FrequencyRFC Request for ChangeRFI Request for InformationRFP Request for ProposalRFP Request for ProposalRFT Request for TenderRITICS Regional IT Implementation Co-ordinatorRM Regional ManagerRMS Range Management SystemROFE Return on Funds EmployedROI Return on InvestmentRSM Regional Support ManagerS/R Service RequestS/W Set WeightSA Systems AnalystSAM Support Account ManagerSAP R/3 Financial SystemSBA Senior Business AnalystSBM Senior Business ManagerSC Supply ChainSCDP Supply Chain Development ProgramSCL Software Control LanguageSCM Software configuration managementSDC Store Data CommunicationsSDLC Software development life cycleSDM Senior Development ManagerSIG Support Improvement Group


ACRONYM DEFINITIONSIT Stock In TransitSKU Store/Stock Keeping UnitSLA Service Level AgreementSO Store OrderSOA Store Order AdviceSOE Standard Operating Environment SOH Stock On HandSOM Store Order ManagementSOO Stock on OrderSPECPOS Stores in the Liquor & Petrol divisionsSRP Shelf Ready PackagingSRULD Store Ready Units Load DevicesSRULD Shelf Ready Unit Load DevicesSSA Senior Systems AnalystSSCC Serial Shipping Container CodeSSD Store Systems DevelopmentSSS Store systems supportSTA Senior Test AnalystSTIP Short Term Incentive PlanSTOCKED ITEMS When product is held in the DC for the purpose of

providing safety stock and working stock for supply to stores.

STOCKSMART A computer aided ordering system designed for the replenishment of DCs.

SUGO Suggested OrderSUT System Under TestTA Test AnalystTBA To Be AdvisedTBD To Be Defined/DeterminedTC Temperature Controlled area in a DC, e.g Produce, DeliTCC Testing Competency CentreTCO Total Cost of OwnershipTL Team LeaderTL Truck LoadTMS Transport Management SystemTPC Transaction Processing CentreTRANITES Transmit Items (Store data communication)TSM Trading Support ManagerTSO Time Share OptionTUN Trade Unit NumberUAT User Acceptance TestingUBF Universal Buying FormUI User InterfaceULD Unit Load DeviceUPC Universal Product CodeUT Unit TestUUT Unit Under TestVDU Visual Display UnitVQC Vendor Quality ComplianceVRP Vendor Replenishment PlannerWBS Work Breakdown StructureWDDS Woolworths Data Distribution SystemWHS Warehouse


ACRONYM DEFINITIONWIS1 Woolworths Information Systems 1 i.e.

Woolworths Production Main Frame SystemWIS2 Woolworths Information Systems 2 ie. Woolworths

Development Mainframe SystemWISDOM Woolworths Instore Diagnostic and Operational

Management toolWMS Warehouse Management SystemWOW WoolworthsWQA Woolworths Quality AssuranceYAC Yennora Administration CentreYMS Yard Management System

We can always add to these, so if you come across any other acronyms in your time with us that aren't listed above, please let your Human Resources team know!
