BROWN PAPER ICONS December, 1998 TITLE BLOCK, PANELS, BASIC ICONS

A00301 (BP-ATTACHMENTS) ISP CLIENT LOGO Placement of Panels on Brown Paper WHAT IS A BROWN PAPER? YOUR PARTICIPATION Please add yourPinkHighlights an opportunity to improve YellowNeutral comment, clarification Please direct any questions to the team at extension THANKS FOR YOUR HELP! Brown Papers are used to illustrate process flows in a high - touch, low - tech way. By incorporating the views of a broad cross- section of employees who participate o pportunities, and highlight focus areas for improvement CONSTRUCTED / REVIEWED BY TITLE Client Logo Strengths Opportunities Findings (Flagged)

A00301 (BP-ATTACHMENTS) ISP CLIENT LOGO CLIENT LOGO PROCESS TITLE

A00301 (BP-ATTACHMENTS) ISP CLIENT LOGO WHAT IS A BROWN PAPER? YOUR PARTICIPATION Please add yourYellowHighlights an opportunity to improve BlueQuestions, rebuttals to existing comments Green Highlights a strength to be preserved THANKS FOR YOUR HELP! Brown Papers are used to illustrate process flows in a high - touch, low - tech way. By incorporating the views of a broad cross- section of employees who participateportunities, and highlight focus areas for improvement

A00301 (BP-ATTACHMENTS) ISP CLIENT LOGO CONSTRUCTED BY / REVIEWED BY

A00301 (BP-ATTACHMENTS) ISP CLIENT LOGO FINDINGS Process Title

A00301 (BP-ATTACHMENTS) ISP CLIENT LOGO STRENGTHS Process Title

A00301 (BP-ATTACHMENTS) ISP CLIENT LOGO OPPORTUNITIES Process Title

Findings Flags

A00301 (BP-ATTACHMENTS) ISP CLIENT LOGO 2 Rectangles

3 Rectangles

A00301 (BP-ATTACHMENTS) ISP CLIENT LOGO 2 Decision Diamonds

Large Cloud

Medium Cloud

A00301 (BP-ATTACHMENTS) ISP CLIENT LOGO 4 Arrows

Stars

A00301 (BP-ATTACHMENTS) ISP CLIENT LOGO 2 Triangles

A00301 (BP-ATTACHMENTS) ISP CLIENT LOGO 2 Squares

A00301 (BP-ATTACHMENTS) ISP CLIENT LOGO 2 Tilted Squares

SAMPLE PANELS Date Findings, Strengths, Opportunities

A00301 (BP-ATTACHMENTS) ISP CLIENT LOGO 1 Customer Service and Marketing do not work together effectively due to poorly defined roles and responsibilities and poor communication Systems do not provide reliable and timely inventory and pricing data There is no formal process to facilitate learning from customer complaints Inventory levels are often inadequate at primary ship points Pricing orders is an unreliable and/or tedious task Connecting customer with appropriate XYZ contact is often difficult Lack of appropriate training lengthens time to respond to customer request Findings Customer Service Process - Domestic

A00301 (BP-ATTACHMENTS) ISP CLIENT LOGO Strengths Import reps are very cooperative Certain marketing groups work well with customer service Top management is aware that changes and improvements are needed Customer Service Process - Domestic

A00301 (BP-ATTACHMENTS) ISP CLIENT LOGO How to develop and use a process for sharing information between customer service and marketing —Reduces rework —Improves customer satisfaction —Reduces number of incorrect billings How to define roles and responsibilities for customer service and marketing —Increases efficiency of process —Ensures that decision making is done by appropriate person How to ensure capture and transfer of knowledge —Prevents mistakes from recurring —Facilitates efficient response to customers Opportunities Customer Service Process - Domestic

A00301 (BP-ATTACHMENTS) ISP CLIENT LOGO How to provide appropriate information systems for service reps: —Increases efficiency and productivity of order entry —Allows for timely feedback to customer —Increases reliability of billings How to provide appropriate training —Increases customer satisfaction by reducing number of times customer is transferred to incorrect contact —Enables customer service reps to assist each other —Facilitates product return process Opportunities Customer Service Process - Domestic