1. Overview Management Introduction: –How & Why this initiative fits in the business –How important this is and that the participants should be honored & excited to be involved –Full support form leadership Training Overview Procedure: –Instructor led, hands on, feedback System Overview: –Show whole picture, –Orient call to the portion you are addressing today. Concepts/Process overview: –What is a dispute? Escalation?, etc.? –High-level process map Training: –Lecture –Hands-on –Exercises 25%

2. SIX SIGMA ACADEMY

3. Resolver Training Date Trainer Name Contact Info

4. Agenda Training Overview Introductions Metreq Overview Resolver Concepts –Queue Dispute Assignment –Notification –Dispute Resolution –Escalation Resolver Functionality –Managing Queues –Closing Disputed Items –Resolving Items For Someone Else Reports

5. Training Overview Instructor-led lecture –System Overview / Scope of Training –Introduction of Key Concepts –Screen & Functionality Walk-Through Training feedback –System functionality –Training program

6. Introductions Instructor(s) Fellow Participants –Name –Role

7. System FeaturesCollectionsCollections 6-Sigma and Metrics Analysis & Reporting Goal Deployment Dispute Management Infrastructure & System Queue Dashboard (Top 20 by Various Metrics) Prioritization & Strategies Strategic Customers Parenting Item Detail (Open & Closed) Dispute Assignment Customer Contacts Dynamic Views Customer Communication (E-Mail, Fax, Letter) Queue Strategic Customers Item Detail Resolver Contacts Causality Codes Re-Assignment Auto-Escalation Resolution Routing Cash Forecasting, Goal Setting, Assignment Historical & Opportunity Based Goal Forecast Point-In-Time Cash Receipts Business Unit Impeded Org. Level Assignment Unix OS Web Based Oracle Database and Application Open & Closed Items All Transaction Types Incremental Feeds Multi-Currency Standard Reports Ad-Hoc Reporting Formats – Excel, HTML, and ASCII text Open and Closed Items Vertical, Horizontal, and Fractional Process Metrics Cash Forecasting and Goal Setting Control Charts (USL-LSL) DSO, PD%, CEI, Sigma Strategic, Operational, and Organizational Root Cause PARETO Cycle Time Analysis Focused On DMS & Resolver Functionality

8. Metreq System Roles Credit Analyst: –Manages customer accounts (portfolio). –Performs collection activities. Resolver: –Works through disputed items with customers. Manager/Director: –Sets goals –Manages collections activities throughout the month. System Admin.: –Maintains configuration data (user accounts, Etc. etc.) Site Admin: –Maintains site specific data (users, escalation path, etc.) Finance/Warranty/Etc.: –View-only access … receives notification of action required. Super User: –Knowledgeable in all aspects of system. –First level of support.

9. Resolver Concepts Queue Dispute Assignment –Identified during collections –Flagged by Credit Analyst Default Assignment CA Override Reassignment Dispute Queue Assignment Notification (e-Mail) Dispute Resolution –Assigning a Causality Code –Item becomes “collectable” again and goes back to the CA Collections Queue –If resolution of dispute requires Finance or Warranty action, a notification is sent (e-mail) to the appropriate individual Escalation –Based on resolution due-date and $ thresholds –Escalation also triggered after a pre-determined number of reassignments

10. Process Overview CA Assigns Dispute Added to Queue Research Issue Escalate (E-Mail) Resolve (Causality Code) E-Mail notification Resolvable Now ? Reassign Re-assign ? Escalate ? YES NO Item Removed From Queue – Collectable Remove From Queue – Add To Other Queue END Objective Is To Correct Dispute And Collect Cash From Customer

11. How Disputes Get Into Resolver Queue E-Mail Notification 1.CA identifies Dispute item,( assigns Discrepancy code) 2.Dispute assigned to Resolver Default by Dispute Code & Business Unit (if identified in system) Salesperson (if passed form A/R system) Default resolver for Business Unit Manual override by CA 3. e-Mail notification sent to resolver to inform them of added dispute. E-Mails sent as part of overnight batch process. 4. Dispute(s) added to Resolver’s queue. Queue creation part of overnight batch processing

12. Screen Walk-Through Trainer Name Contact Info

13. Accessing Metreq System Requirements Site Administrator(s): –Name, Number Logging-In: –Start Browser –URL: http://www.Metreq.com ???http://www.Metreq.com –User ID –Password Forgotten Passwords: –System creates and e-Mails temporary, new (random) password to user

14. Log-In Screen Enter Your Username Enter Your Password Press “Login” Button when you are ready to log-in to Metreq If you make a typing mistake and want to clear the form to start over, press the Reset button If you forget your password, click on “Forgot Password”. The system will create a new, random password and mail it to your e-Mail account. You will have to create a new password as soon as you log onto the system with the temporary password. URL (Web Page Address)

15. System Status Screen Shows the status of the system and the most recent data file loads. Press DONE button when ready to move on. Everyone Stops At The System Status Screen … Awareness Of System Status Is Critical Information Only … No Action On This Page ! Information Only … No Action On This Page !

16. Resolver Queue Screen Navigation Menus Resolving for … Customers in Queue Resolution Due Date Sort Options, Sort Buttons Main Resolver Screen … Used To Manage Workload

17. Resolver Queue Screen Demonstrate Functionality: 1.Use Sort Options & Buttons 2.Change Resolver Queues 3.Demonstrate use of Menus to Navigate 4.Double-Click ob Customer – go to Dispute Detail Screen

18. Dispute Detail Screen Sort Options, Sort Buttons Customer Section Open Transactions Scroll Bars & Speed Scroll Customer Comments TABS For Additional Info. Transaction Comments Trans. Det. Screen for Additional Info. View All Button Search Button Selection Box(s) & Buttons

19. Transaction Detail Screen Customer Transaction Header Sales Dispute Info. Transaction History Line Item Detail Additional Transaction Detail … Informational Purposes (View Only) Transaction Comments “Close” Button Returns You To Dispute Detail Screen

20. Dispute Detail Screen Demonstrate Functionality: 1.Use Sort Options & Buttons 2.Scrolling & Speed Scrolling 3.Searching 4.Selecting Records 5.View All 6.Customer Comments 7.Transaction Comments 8.TABS: Ship./Bill. Contact Info. Strat. Cust. 9.Transaction Detail Screen 10.Transaction selection 11.Reassign an Item 12.Resolve an item Demonstrate Functionality: 1.Use Sort Options & Buttons 2.Scrolling & Speed Scrolling 3.Searching 4.Selecting Records 5.View All 6.Customer Comments 7.Transaction Comments 8.TABS: Ship./Bill. Contact Info. Strat. Cust. 9.Transaction Detail Screen 10.Transaction selection 11.Reassign an Item 12.Resolve an item

21. Resolving a Dispute Steps To Resolve A Dispute In Metreq: 1.Review item(s) in Dispute Detail Screen 2.Check Transaction & Customer Comments as necessary to fully understand dispute 3.Research issue as necessary 4.Contact customer, resolve dispute 5.Resolve the dispute in Metreq: “Select” the item on the Collection Detail Screen Click on the List Of Values (LOV) box next to the Root Cause Code field Select a Root Cause Code from the LOV Click OK Click on the “Save” button at the bottom of the screen. The dispute is now resolved in Metreq. Steps To Resolve A Dispute In Metreq: 1.Review item(s) in Dispute Detail Screen 2.Check Transaction & Customer Comments as necessary to fully understand dispute 3.Research issue as necessary 4.Contact customer, resolve dispute 5.Resolve the dispute in Metreq: “Select” the item on the Collection Detail Screen Click on the List Of Values (LOV) box next to the Root Cause Code field Select a Root Cause Code from the LOV Click OK Click on the “Save” button at the bottom of the screen. The dispute is now resolved in Metreq.

22. Resolver Re-Assignment Demonstrate Functionality: 1.If dispute was erroneously routed to you, AND you know who it really belongs to … 2.Select the item(s) on the Dispute Detail Screen 3.Click on the LOV box next to the Resolver ID field 4.Select an item (resolver name) form the LOV 5.Click OK 6.Click the Save button at the bottom of the screen 7.The items selected are now re-assigned to the correct resolver. They will be notified of the additions to their Queue via the overnight batch/e-Mail process. Demonstrate Functionality: 1.If dispute was erroneously routed to you, AND you know who it really belongs to … 2.Select the item(s) on the Dispute Detail Screen 3.Click on the LOV box next to the Resolver ID field 4.Select an item (resolver name) form the LOV 5.Click OK 6.Click the Save button at the bottom of the screen 7.The items selected are now re-assigned to the correct resolver. They will be notified of the additions to their Queue via the overnight batch/e-Mail process.

23. Escalation Cash = Business unit priority Business pre-determined appropriate times to resolve various disputes Business pre-defined escalation path, thresholds Escalation triggers: –# times reassigned –Resolution time –$ Amount of dispute(s)

24. Closing an Open Item Different that Resolving a Dispute Collections (after resolving) Cash Application Closed Item Re-disputed items An Invoice Is “Closed” Only After The Customer Has Paid (Or Settled) The A/R

25. Reports Trainer Name Contact Info

26. Report Generation Screen