Order to Cash Diagnostic Toolkit Interview Questionnaire Sales Introduction The questions listed below are intended to serve

as a guide only to project teams. The client interviews should be used in conjunction with the order analysis to uncover the root causes of erosion and order delays and with which to test recommendations. The questionnaire should be modified as appropriate to reflect the existing knowledge of the clients business, the seniority of the interviewee, and the client specific order to cash process under investigation. 1. Clean Order 1.1. Who is responsible for ensuring order data is accurate and complete !s it a shared responsibility between "cct #grs $ Technical %ales, or does a single individual have responsibility 1.&. To what extent is an order validated before entry into the provisioning systems and'or hand( off to the next functional area 1.). What * of orders are rejected by +rder ,ntry back to %ales ( Key metrics of % Faulty Orders) 1.-. What are the top ) causes of order rejection (Be specific is it missing or inaccurate, is it technical info, billing info, basic customer data?) 2. Order Lead Times &.1. .an you explain the key process steps from signed order to entry into provisioning systems, and the formal and actual process lead times (Use questioning to drill do n further into issues identified) &.&. /ow many people typically process'handle the signed order within the %ales function &.). What are the major causes 0if any1 of delays in this process &.-. /ow does the hand off between %ales and the next functional area 0+rder ,ntry or %ervice 2elivery1 take place What is the 3trigger4 to the next functional area to 3pick up4 the order &.5. /ow long does it take for the next function to act on the order &.6. 2o orders get lost between functions during the hand(over process 0e.g. lost in the post, misplaced in desk draws or on desks1, if so what * of total orders are lost &.7. /ow is the expectation set with the customer for any potential gap between the service live date 3desired4 and service live date 3committed4 to the customer &.8. Who communicates the 3committed4 service live date to the customer, and how is it committed &.9. What is historic performance for meeting customer 3desired4 date and customer 3committed4 dates

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Order to Cash Diagnostic Toolkit Interview Questionnaire Sales (!i"ely to recei#e different responses from $ales and $er#ice %eli#ery) 3. Order Cancellations ).1. What * of total signed order volumes are later cancelled or lost ).&. What are the top ) reasons for cancellation ).). "re the key reasons largely independent of the client .o4s control i.e. solely the result of customer4s own circumstances, or are they dependant on the client .o4s actions e.g. pricing, order delays, service levels . !e" #er$ormance Indicators -.1. Which metrics most strongly influence the behaviour of the %ales organisation -.&. "re the performance based %ales metrics calculated to any extent on the estimated order value by %ales, rather than the actual billed amounts -.). "re %ales metrics based on account or service profitability, or are they largely revenue or activity targets -.-. What limitations exist for measurement of %ales ;:!s (e&g& cannot e'tract data for measurement, cannot lin" order or account re#enues to indi#iduals) -.5. What cross(functional metrics exist What end objectives do these cross(functional metrics seek to achieve 0e.g. order lead times, customer satisfaction etc1 "re they accurately measured and applied

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