Best Practices for International eCommerce Deployments

Lifecycle of Deployments Manage Stakeholders Process Introduction & Training Health Checks, Support & Maintenance Systems Overview & Training

Managing Stakeholders The success of any process and / or application change is measured by the level engagement of the stakeholders involved. Involvement and commitment help drive ownership to all levels of the organization thus directly impacting the success of customer deployments, quality invoicing resulting in paid invoices. External Stakeholders eCommerce Team Internal Stakeholders Drives project timelines and milestones Sets requirements for electronic and paper invoicing Sets price validation requirements Communicates local government requirements Serves as conduit between all stakeholders Provides all scenarios for testing & tests with customers Monitors catalog prep, provides best practices, uploads to OFS, publishes to internal repository Responsible for all stakeholder readiness tasks Ultimate owners of the new deployed eCommerce process and accurate invoicing Champions the Change Tier 1 invoice dispute mitigation External Customer Customer Finance Team Customer Contract Team Customer Integration Team Trading Partners Integration Team OFS Portal Adan Solis Armando Gomez Eliane Fisher Stacie Fox Business Development Operations Finance IT Customer Financial Srvcs Business Unit Point of Contact

Process Introduction & Training Identify local department champion(s) Provide an overview of eCommerce and high-level deployment timeline Identify customer billing patterns or special invoicing/ payment cycles Determine if any business unit(s) will be exempt from the deployment Provide known impacts to the process and systems Outline the key drivers, benefits, and KPIs for the transition to electronic invoicing Gather and understand the concerns, questions, exceptions and/ or other local / government requirements Take into account local culture, holidays, and religious events

Systems Overview & Training Review As-Is and To-Be process and make note of the systems involved in supporting the process Demonstration of future state by way of demo of invoicing lifecycle PO Retrieval (Manual) HAL SAP Generate Invoice Print Invoice Mail/ Hand Deliver Current State PO Retrieval (Functional Mailbox) HAL SAP Generate Invoice HAL Oracle iDoc→XML Trading Partner Customer Future State Price Catalogs PO Functional Mailbox Documented Customer Requirements Electronic Document Repository EDI Popup Screen (SAP) Dispute Resolution System and Process

Health Checks, Support & Maintenance T-3 weeks Customer Deployment Sessions Customer facilitated end-to-end training session Local, onsite live invoice transaction session with customer, employees, and eCommerce team T+3 weeks (prior to 1st month end) Hosted by eCommerce Team Pull transaction details and system utilization Identify any issues, gaps or recommended training refreshers Agenda based on remaining gaps and areas of improvement T+7 weeks (prior to 2nd month end) Similar to T+3 weeks Share eCommerce KPI’s Hosted by International OTC Lead and local Deployment Champion(s) T+6 months Monitor invoicing performance through KPI’s

Key Takeaways Never to early to begin Change Management Secure local business champions Develop feedback loops and communication routines Pair screen shot examples with training documentation Use live demos as often as possible Transparency is Critical Stakeholders need to be aware of requirements and how those requirements may negatively impact their business Be leery of ad-hoc and one off customer technical requests – standardize Don’t underestimate the value of post deployment health checks 3 weeks, 7 weeks, and 6 months Are there any bad habits forming that need to be addressed and taken into account for future deployments