1. Summary of Success Armin Cruz Master of Business Administration Six Sigma Master Black Belt July 22, 2015

2. My Goals for the Business To understand the need of each partner both separately and as part of a value chain Strategically – to break down silos, and create joined success across organizations Tactically – to align those successes to three key areas that I call the “3 Ds.” It is surprising the number of teams that don’t measure in this manner. Dollars – Generated over $37 MM in cost avoidance/savings Days – Reduced as much as 50% in operational processes Defects – Enhanced quality by 90% and throughput by 70% “What gets measured gets accomplished.” – Peter Drucker

3. My Theory on Leadership Embrace the 4 legs of the stool to create a consensus Sales – The best company to work for is a profitable one! Service – Without happy clients, revenue becomes a dream Operations – The way in which we conduct our business will determine how long we stay in business Engagement – Associate, and Client engagement alike Motivation + Accountability = Success...Celebrate the success and hold the actions accountable

4. Project Example State Mediation Group Discovery / Identification of Issue The organization possessed an inefficient process wrought with rework and broken Service Level Agreements (SLAs) Action Plan Conducted a “Time Series” study to measure the inefficiencies and define the LEAN Waste Identified the areas of opportunity across two different lines of business and created an action plan to remedy (breaking down the silos). Results Enhanced QA score to exceed 99% Reduced cycle time by 10 days or 25% Reduced the average time of the key functions from 8 minutes to 4 minutes and reduced the upper case extreme from 14 minutes to 8.5 minutes. Completed within 120 days

5. Project Example Centralized Operations Discovery / Identification of Issue Several LOBs impacted (CRM, DSCR, and Client Coverage Support) The organization possessed several redundant processes that operate within a silo environment. Each unit possessed a different SLA and customer experience. Action Plan Created a concise problem statement with historical data to support the business case and defined Return on Investment in time and cost bound metrics Identified the critical needs of each group, and aligned the process to flow to ensure that critical SLAs were met Results Reduced cycle time by 53% for 2,500 associates and 1,500 cases per month Enhanced SLA for all teams by an average of 8 business days Created an operational surplus / cost avoidance of $1.5 MM annually Reduced variability and streamlined operations into 2 centers from 5 Completed majority of the project (Actionable phase) within 120 days

6. List of Continuous Improvement Results

7. List of Continuous Improvement Results (Continued)

8. Credentials Possess the following: MBA and BA LEAN Six Sigma Master Black Belt Certifying Coach in Lean Six Sigma (Enhances Time or Money) Certifying Coach in Improve Six Sigma (Enhances Operations/other CTQs) Certifying Coach in DFSS (Design for Six Sigma – to create a solution when no existing solutions are available) Six Sigma Black Belt Advanced Professional Business Process Management Business Process Management Design and Implementation Advanced Business Process Management Applied Business Process Management

9. Questions?