Presntation to new executves Q4 2008. Where did the team start and how did they evolve?

1. Victoria Wood Customer Care Supervisor Team Overview January

6. Team: Admin Pool

8. Admin Pool Staffing changes; Reset team dynamics and skill sets; Continued education; each TM in one TIP by year end; Take on more support of outside sales; help each team in customer service generate updated SOPs. Snapshot 2007 Q3: # of emails saved in Sales Admin Desk account: MIS # 2683 ADMIN # 953 Breakdown of requests: MIS 50% – Certificate of origins (print daily), ones from Rock Hill, Trailer Certs, Reprints, MSO (mostly for Canada or going overseas), Business Card requests for Outside sales or from anyone in the company, MIS request from Outside sales or Inside Sales – new laptop, new Blackberry, new monitor, keyboard, phone, mouse, printer, fax, copy machine, software, etc. Other 35% – Helping Executives, originator code, Guest Visit Program, New Hire Outside Sales, Agenda and training, Catering requests, Price lists request, Event planning, Training new hires Admin requests 15% – Facilities, lights out, move information, conference room sign up, ordering office supplies, projector/laptop checkout, organization chart changes, ARA ordering; creating originator codes; distributing weekly reports. Admin Coordinator Team

15. From: “As Is” 2005. Poor customer service; order entry errors; weeks behind in entering orders Inbound PO’s 2005 Where did we go… Terex Improvement Process (TIP) Plan; Do; Check; Adjust (PDCA) Under 48 hour order entry; SOX compliant; Standard Work; Working Heijunka