Order to Cash Diagnostic Toolkit Interview Questionnaire Billing 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. What of new orders are rejected by !illing back to "ales# 1.$. What are the top % causes of new order rejection# (Be specific, is it customer billing address info, payment details, tariff info?) 2. Order Lead Times $.1. &an you explain the key process steps from receipt of a new order to first invoice issued for the products under analysis, and the formal and actual process lead times# (Use questioning to drill down further into issues identified) $.$. 'f installation charges are invoice separately, what is the average time taken from service live to issue of an invoice for the installation charge# (Indicates minimum time required for issuing invoices) $.%. (ow many people typically process)handle the new order within the !illing function# $.*. What are the major causes +if any, of delays in the process of loading a new service onto the billing platform# -o they differ across products and customer segments# $... /re new orders manually loaded onto the billing platform, or is this performed manually# (Possibly varies by billing systems) $.0. (ow many different billing systems are used across the company# $.1. (ow many different billing systems would a typical customer be billed from# +2rior to any manual consolidation of invoices, $.3. (ow is the complexity of specialist billing managed, what opportunities exist for errors in amounts billed and the resulting generation of customer billing queries# "pecialist billing includes4 conglomerate or multiple account billing, including parent)child convergent or multiple product billing application of credit notes, rebates, discounts or contra revenue

2age 1 of $

Order to Cash Diagnostic Toolkit Interview Questionnaire Billing $.5. What of all invoices require additional manual processing before sending the bill to customer# 3. Billing ccurac! %.1. What of /6 is 7debt in query8# (Indicative of accurate billing, as a benchmar !"# is good, $%&# is high) %.$. What does the value of credit notes represent as a proportion of sales# (Indicative of accurate billing) %.%. What are the top % causes of billing errors# (Be specific) %.*. -oes any form of reconciliation between invoiced amounts to values on "ales &ontracts +sales order forms, exist, if so what does this show# ". #e! $er%ormance Indicators *.1. Which metrics most strongly influence the behaviour of the !illing organisation# ('re these metrics set by customer impacting considerations?) *.$. What limitations exist for measurement of !illing 92's# (e(g( cannot e)tract data for measurement, cannot lin performance to individuals) *.%. What cross:functional metrics exist# What end objectives do these cross:functional metrics seek to achieve +e.g. order lead times, customer satisfaction etc,# /re they accurately measured and applied#

2age $ of $