BROWN PAPERS

1. BROWN PAPERS TITLE BLOCK, PANELS, BASIC ICONS September, 1993

2. Client Logo Findings TITLE (Flagged) Gemini Consulting WHAT IS A BROWN PAPER? 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 in or are affected by the processes. Brown Papers provide insights into strengths and opportunities, and highlight focus areas for improvement Strengths • YOUR PARTICIPATION IN THE BROWN PAPER EXERCISE IS VITAL! • Please add your comments using the colored post-it notes, as follows: • • Pink Highlights an opportunity to improve • • Yellow Neutral comment, clarification • • Green Highlights a strength to be preserved • Please direct any questions to the Gemini team at extension 2605. • THANKS FOR YOUR HELP! CONSTRUCTED / REVIEWED BY Opportunities Placement of Panels on Brown Paper

3. PROCESS TITLE CLIENT LOGO Gemini Consulting

4. WHAT IS A BROWN PAPER? 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 in or are affected by the processes, Brown Papers provide insights into strengths and opportunities, and highlight focus areas for improvement • YOUR PARTICIPATION IN THE BROWN PAPER EXERCISE IS VITAL! • Please add your comments using the colored post-it notes, as follows: • • Yellow Highlights an opportunity to improve • • Blue Questions, rebuttals to existing comments • • Green Highlights a strength to be preserved • THANKS FOR YOUR HELP!

5. CONSTRUCTED BY / REVIEWED BY

6. Process Title FINDINGS

7. Process Title STRENGTHS

8. Process Title OPPORTUNITIES

9. Findings Flags

10. 2 Rectangles

11. 2 Rectangles

12. 3 Rectangles

13. 2 Decision Diamonds

14. Large Cloud

15. Medium Cloud

16. 4 Arrows

17. Stars

18. 2 Triangles

19. 2 Squares

20. 2 Squares

21. 2 Tilted Squares

22. SAMPLE PANELS Findings, Strengths, Opportunities September, 1993

23. 1 2 3 4 5 6 7 Customer Service Process - Domestic Findings • 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

24. Customer Service Process - Domestic Strengths • Import reps are very cooperative • Certain marketing groups work well with customer service • Top management is aware that changes and improvements are needed

25. Customer Service Process - Domestic Opportunities • 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

26. Customer Service Process - Domestic Opportunities • 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