Process Step Comments Customer contacts Global Finance and speaks to a Sales Representative. Process Wait Time Time 17 3 minutes minutes 10 100 minutes minutes Sales Representative fills out lease application and forwards it to the Lease Department's Customer Service The Lease Department Customer Service checks the application for completeness If complete, it is sent to the Credit Department for a credit history check. 5 minutes This is a manual process. There are 3 PDI operators. Customer waits on hold for Sales rep. to answer call 10% of time applications have errors for numerous reasons. This is an email based system 5% of time, the lease is not accurate or complete - results in pages/emails to the Sales Representative 5% of time, the lease application has missing or wrong information Sales rep contacts customer to obtain correct lease information. Takes rep a couple of hours to contact customer 35 minutes 360 minutes 240 minutes 20 minutes If it is not complete it is returned to the customer. 5 minutes 2 minutes Information sent to Lease Dept via email Credit Department provides credit check then forwards the application back to the Lease Department's Customer Service Lease Department Customer Service review for credit decision 10 minutes 20 minutes 5 minutes 7 minutes If the credit is approved, it is sent to the Lease Officer for a final decision (New York sends information to the Paris office via email) 240 minutes Criteria that Lease Department Customer Service uses for decision is not clear to others The long wait time for this operation is due to waiting in the Paris office queue Letters are written by customer service and sent to the customer via US mail 6 minutes 50 minutes If the Lease Officer approves the application, it is forwarded to the Lease department's Customer Service who notifies the customer by letter of the approval If the application is denied by the Lease Officer, it is returned to the original Customer Service Department who sends a rejection letter to the customer 6 minutes 35 minutes Letters are written by customer service and sent to the customer via US mail Conduct Qualitative Process Analysis AC added Put a check mark on the appropriate column based on your value add analysis. Elapsed time is computed by adding process times and wait times in the previous chart. Process Step Value Value Non value Elapsed Time Comments enabling added (minutes) Customer contacts Global Finance and speaks to a Sales Representative Sales Representative fills out lease application and forwards it to the Lease Department's Customer Service. The Lease Department Customer Service checks the application for completeness. If complete, it is sent to the Credit Department for a credit check. If it is not complete it is returned to the customer. Credit Department provides credit check then forwards the application back to the Lease Department's Customer Service Lease Department Customer Service review for credit decision If the credit is approved, it is sent to the Lease Officer for a final decision. If it is not approved, it is returned to the original Customer Service Department who sends a reject letter to the customer. If the Lease Officer approves the application, it is forwarded to the Lease department's Customer Service who notifies the customer by letter of the approval If the application is denied by the Lease Officer, it is returned to the original Customer Service Department who sends a rejection letter to the customer Total times (minutes)