We had significant experience with this software and have been volunteering in the store prior to its original implementation several years ago. So, it was not surprising that the documentation was incomplete and, at times, incorrect. But, we were surprised that the CD with the software was missing from the package and that it only contained a training DVD, security key, and installation guide.

So, the first day of implementation was spent reviewing the documentation, preparing the system for backup, and discussing what to expect with the manager. The software arrived later that week.

During the upgrade process, notes were added to the installation guide regarding anything unexpected. One task that did not go as documented happened to be the built-in backup step. This software tends to prevent the user from changing his/her mind or going back to a previous step and an error was received during the backup task. The only option was to click ‘ok’ and proceed with the upgrade (as opposed to attempting the backup again). Fortunately, we had taken our own backup prior to starting the upgrade process and the upgrade was successful so we did not have to restore the system.

The upgrade process not only updated the POS software but it also updated the COBOL compiler and the Pervasive database engine. Several choices needed to be made during the upgrade but few of these were explained in the installation guide. A novice could have been easily confused by the options. Both the Back Office and POS software were updated.

Upon completion of the upgrade, several improvements were noted including an improved inventory search capability and easier ability to make corrections during a sale. Some deficiencies were also noted. These issues were documented so that the manager could contact the vendor for a resolution.

We learned that it’s important to prepare a system for recovery during sofware updates and to expect incomplete documentation. We also learned the importance of helping the customer maximize their investment in technology.

We made several trips to the store to review the system and application event logs. As volunteers for the store, we also waited to experience the behavior for ourselves. But, we never witnessed it nor found any errors to indicate a problem.

We created a guide, complete with screen shots, to instruct the volunteers on options to cancel processes that were not responding and to restart the computer using various methods in case the mouse or keyboard ceased functionings. While developing the guide, we finally reproduced the issue and demonstrated the behavior to one of the managers who had repeatedly reported the problem. As it turned out, volunteers would occassionally bump the mouse and cause it to lose focus on the POS application. This would prevent the bar code scanner from working and give the appearance that the computer was ‘locked up’ (although the software, operating system, and hardware were all fully-functional). The first step in our troubleshooting guide was simply to move the mouse and click on the POS application in order to resume the sales transaction. No issues have been reported since the guide was delivered.

We partnered with the major vendors to get files containing this data, converted the files, and imported the data into the Pervavise SQL database used by the application. This saved the volunteers many hours and also ensured accuracy of the data for the initial roll out of the system.

We learned that Fair Trade vendors are usually willing to assist with improving the efficiency of retail operations.