Meter Reads-MethodProject Number 0307-23-001

Black Belt Rob Zinsky Northeast region

3

Project Definition

Problem Statement:

The e-IKON platform requires a valid meter reading be acquired or estimated within 15 +/- days of the billing date for every billing period to facilitate invoice generation. Currently 42% of meter reads do not meet standard. This directly impacts monthly base billing revenue.

Project Objective:

To improve meter collection utilized for billing, from 58% collected per month to 88%. This project will focus on the optimum method and time to perform meter collection.

Project Benefits:

Timely revenue billing, reduce unbilled contracts, improve cash flow and customer satisfaction while reducing customer calls into the CIT.

4

Project Definition, Cont’d

Financial Benefits: Estimated $7 million in revenue that is not billed on a timely basis. Potential cost savings in labor and overtime.

Project Metric “Y”: Y1 = Days from Contract Bill Date.

Y2 = Improve timeliness of meters collected.

Defect Definition: 15 +/- days of contract billing.

Leveragability: Meter collection timeliness is heightened in the e-IKON

environment, so optimum return would be seen in those regions first with rollout to remaining OMD regions.

5

Project Team

Champion – Deb Kok Financial Analyst – Peter Botkee Black Belt – Rob Zinsky Process Owner – Deb Kok Master Black Belt- Laura Wells Team Members:

IT Support – Linda Hample, Jason Fitzwater and Ravi Balakrishan E-IKON & Web Meter Support – Mike Aiello, Dan Brown & Beth Beran IOSC Support – Susie Davis Contract Support – Sharon Herren Oracle Support – Erike Rudolph Subject Matter Expert/Process Owner-Deb Kok

9

CT Flow Down

Critical to Satisfaction (CTS)

Customer/IOSC/Vendors

Critical to

Quality (CTQ)

Critical to

Delivery (CTD)

Critical to

Cost (CTC)

Timely InvoiceAccurate Meter

Read

Correct ContactInformation

Correct MeterRead for Correct

Machine

Company Image

Timely Invoice

Sent to Right Contact

Method of Capture

Method of Delivery

MinimizeAdministrative

ExpenseClarity of Invoice

14

Big Y/Primary Metric

Days from Contract Bill Date for each meter read as measured on a daily basis.

15

Scorecards

Contracts Metric

Reference Prior Week Date Date Date Date Date

at beginning of measure

ment Ending ## 8/4 8/5 8/6 8/7 8/8

# Missing Meters Current*   1,245 3,408 2,111 1,770 1,501 1450

# Missing Meters Past Due*   8,782 7,104 6,968 6,823 6,980 7022

# Missing Meters (Oracle)   10,027 10,512 9,079 8,593 8,481 8,472

# Florida Missing Meters Current*   172 5,127 4,887 4,546 4,348 3365

# Florida Missing Meters Past Due*     26 30 31 31 34

# Total Missing Meters 19,032 10,221 15,665 13,966 13,139 12,829 11,837

16

SIPOC

0307-23-001Robert Zinsky6-Aug-03

Suppliers Inputs Outputs(Providers of the required

resources)(Resources required by the

process)(Deliverables from the

process)

Requirements Requirements

Technicians ADS System

Must Enter Meter & Update Contact Info Start:

Meter Read that Can be Used for Estimate Billing

Potential Approval Needed

Cutomer and Possibly IOSC or Vendor

CustomerWeb, Fax, IVR or e-mail meter

Must be signed up, educated and possibly notified

Meter Read is Needed Based

on Contract Meter Read

Need to Submit the Meter Read Following the Process

Customer and Possibly IOSC or Vendor

Meter Read Team

Right Personnel, Amount of Personnel, Knowledge, Training and Skill Set

Must be Properly Trained on Process

Skilled Temps/Employees to Obtain Timely Meter Read

Need to Submit the Meter Read

Customer and Possibly IOSC or Vendor

Meter Read TeamDetermine Proper and Structured Account List

Need to be Trained on how to Pull, Read & Understand Reports

Timely Meter Read on Right Accounts with Proper Information

Need to Submit the Meter Read

Customer and Possibly IOSC or Vendor

Meter Read TeamDetermine Right Accounts to Call

Need to be Educated

Timely Meter Read

Obtain Timely Meter Read from Highr Revenue GeneratingRight Machine

Need to Submit the Meter Read

Customer and Possibly IOSC or Vendor

Stop:Meter Read is Obtained and Entered into

System

Timely Meter Reads

Process Customers(Top level description of the

activity)(Anyone who receives a

deliverable from the process)

Starting Point

17

High Level Process map

Contract Set-upCustomerMeter readPreference

Phone35%

Web/IVR24%

Vendor7%

Estimate9%

High Level Process Map

Did Method Fail

Y

N

18

Detailed Customer Phone Process

Contract Set up &Customer

Expectations set

Missing MeterReport (MMR)

Speak toCustomer

Receive Meteror asked for

additional infoCall Customer

E-mail, fax,voice mail

Leave S.O.P.voicemail

VoiceInfoY

N

Open Word

Create attachmentfilling out info onto

template fromMMR

Open OutlookCreate e-mail note

with attachment

Send e-mail

Open Word

Fill out Templateusing info from

MMR

Send to Printer

Walk to Printer Find Document

Walk to Fax

Send Fax

Endless Loop

19

Web/IVR Detail Map

Look at ContactData in Oracle

Is informationcorrect

MMR

Multi MeterRequired

NotificationType E-mal,

fax

Fax

E-mail

Validate I.O.L.

Validate IKONO.L.

Fax Template #1

Fax Template #2

Validate Meter

Validate Metr

E-mail Template#3

Validate Meter

Receiv)e MeterRead (3 trys

Go To MMR

Receive MeterRead (3 trys)

Y N

Y

Y

NN

N

Y

Y

N

Fax Template #6

Receive MeterRead (3trys)

Validate Meter

Update Oracle

Y

Y

N

Receive MeterRead (3trys)

Update Oracle

Y

E-mail Template#4

Validate Meter

Update Oracle

Receive MeterRead (3 trys)

Go To MMR

NN

N

Y

WEB/IVR DETAIL FLOW

All Defects goTo MMR

20

Vendor detailed Map

Go to R.O.L orCanon O.L.

Download ReportIs there a

meter read?Go To Oracle

Is there a validmeter read?

Go to MMR

Enter into R.O.L.or C.O.L.

Enter into Oracle

Repeat PhoneCycle

Obtain Meter?Requee info from

Vendor

Update Oracle &C.O.L or R.O.L.

Request additionalinfo from Vendor

Y

N

Y

N

N

21

Detailed Process Map

MMR Created

Get MMR

BVA

DPU =

y = MMR is issued on-time

X = System Issues IT Support

Manager presenceTime of Month

Report changes

22

Detailed Process Map

Print , Distribute and Begin Calling

MMR Printed, Distributedand Calling Begun

BVA

DPU =

y = MMR printedMMR Given to staffStaff starts calling

X = printer functionEmployee availability

Employee trainingReport size

Team meetingsManager availability

23

High Level Process Map w/ X’s & Y’s

Call Customer

Call customer

VA

DPU =

y = Call customerMeter read obtained

X = All customer info. PresentCustomer availability

Employee trainingMultiple equipment

Customer has other issuesCustomer requests, fax, e-

mail, voicemail

24

Detailed Process Map

Validate

Validate

BVA

DPU =

y = Input/Accept Meter

X = Min/MaxLess than previous

Correct Previous HistoryTraining

System AvailabilitySystem Performance

Additional Resource NeededMultiple Oracle Screens

25

C & E Matrix

Rating of Importance to Customer

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15

Process Inputs MM

R issued O

n-t

ime

MM

R p

rinte

d

MM

R d

istr

ibute

d

Calls

begun b

y s

taff

Call

custo

mer

Mete

r re

ad g

iven

Total

1 System issues 02 IT Support 03 Manager presence 04 Time of the Month 05 Report Changes 06 Printer function 07 Employee availability 08 Employee training 09 Report Size 010 Team Meetings 011 Manager availability 012 All customer info. Present 013 Customer Availability 014 Multiple Equipment 015 016 017 018 019 020 0

0

Total 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

26

Need to Complete w/ Data

TASK to Complete Expected Date

MSA 9/5/03 DPMO 9/3/03 Z shifts 9/5/03 Process Capability 9/5/03

27

Red Flags

Data, data, data Current Reorganization Overlapping Charters Personnel Time Sensitivity

28

Next Steps

Finalize Financial Benefit Gather data to establish DPMO & Z scores Send out C & E Matrix to determine data collection Visit Houston CCC Apply this week’s knowledge