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1 =S= Data Center Solutions Team NA Order Management Data Center Projects Project Coordination - NA All content in this presentation is protected 2008 American Power Conversion Corporation

2 Welcome and Objectives At the end of this webinar the participant will be able to: Define the Order Management Process for Projects Describe the roles & responsibilities of Project Coordination Understand where to get product & solution lead-time information Understand response times across the order management process Describe the escalation path for urgent support

3 Program Agenda Organizational Structure (NAM) Roles & Responsibilities (Statement of Work) Order Management Process Flow Order Management Response Time Lead-time Information Escalation Path Matrix Continuous Improvement

4 Project Coordination - NA

5 Project Coordination Statement of Work 1.0 Summary Single point of contact for non-managed projects for internal and external stakeholders (sales, resellers, customers, purchasing, reps, etc) Responsible for a project from PO receipt through Start up and issue resolution for Projects that do not have an APC Certified Project Manager assigned. 2.0 Scope of Responsibility Resolve Booking issues Work with Assigned Point of Contact to confirm Requested Onsite Date, ship to address, contact information Welcome with Promise Ship date and start up documentation to Bill to Customer, End user and Key Stakeholders Work with Planning and purchasing to ensure ship dates are met Set Promise Ship date Proactive calls with Sales, Partner & Customer before ship & during implementation Maintain contact with Assigned Point of Contact to ensure any changes are confirmed Follow up on daily issues Work with logistics on shipment Confirm delivery Arrange Service Scheduling (WK only, CM in future) RMA follow up and issue resolution Close Project via Phone call and confirmation Single POC for Pull-In requests. Project Coordinators do NOT coordinate the project On-Site

6 Project Coordination Process Flow Projects Order Management Process Flow (PO Receipt through Project Close) Purchase order received Order Acknowledgment Project Roster & Team Call Project Timeline Logistics Service Requirements Project Close PO rec d via Orders routed to PC In WK or CM depending on Product PC receives PO and performs validation Order Acknowledge PC works with Sales and Partner to establish Project Roster PC initiates contact w/ appropriate parties PC confirms w/ planning and mfg for promise ship dates; sends Welcome Confirm shipping/site requirements Ensures order ships to the customer PC assists w/ service scheduling and expectations Closing phone call Closing PC initiates order escalation to appropriate parties *Phone calls to be returned same business day * responses within 8 Business Hours

7 Projects Order Management Response Times (West Kingston & Costa Mesa)

8 Lead-times and Oracle Simplification Leadtimes can be found using the following link If you require confirmed lead-times and promise ship dates please contact your PC for the project. CM live on Oracle March 1 st. Current process requires minimum of 4 steps of verification Coming soon. CM products will be released on the Designer to allow for simplification of the order entry and Project Coordination process out of CM

9 Project Coordination - Escalation Path Project Coordination- Escalation for Basic & Enhanced Order Types Sequence Contact Position Office Blackberry 1st Project Coordinatore of record Project Coordinator See PWB APCC Address Book APCC Address Book 2nd Kimberlee Fallone Team Leader WK (401) x5460 (401) kimberlee.fallone@apc.com 2nd Nancy Lain Team Leader CM N/A nancy.lain@apc.com 3rd Kay Jawharjian Project Coordination Manager (401) x5948 (401) kathryn.jawharjian@apc.com 4th Jason Juley Project Execution Director (401) x2148 (401) jason.juley@apc.com NOTE: From June 5 th through September 8 th. Please contact Jason Juley for 3 rd and 4 th level escalations after escalation to Project Coordinator and Team Leader

10 Projects Order Management - Improvement Activities Process backlog of order Post E3 Oracle transition Complete Simplify the order entry process from 4 steps to 1 Active Re-organize PC regions to leverage existing resource and best serve sales/customers Complete New Project Team Roster (includes Elite Partners) Complete

11 Summary Project Coordination is the Single POC for all Project Orders that do NOT include a Project Manager as a value added service Project Coordination coordinates all activities remotely and NOT onsite. Project Coordination now works hand in hand with sales (ISR s) by development of a Project Team Roster that includes appropriate key stakeholders who receive all project updates including attendance to proactive calls through-out the project as appropriate. Costa Mesa response times differ from Costa Mesa due to Just in Time factory build model. Costa Mesa Order Entry process being compressed from 4 steps to 1 through release of new MGE Configurator and Design Tools.

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