1. 1 Using the Action Planning Site Judy Soltis Education Manager January 5, 2009

2. Cummins Alert Types Alert 1 - Detractor Alert –Sent when the customer answers less than or equal to 6 to the question: Based on your recent Service (or Parts) experience, how likely are you to recommend Distributor Name to your friends and colleagues?" Alert 2 - Promoter Alert –Sent when the customer answers greater than or equal to 9 to the question: "Based on your recent Service (or Parts) experience, how likely are you to recommend Distributor Name to your friends and colleagues?" AND –"Yes" to the question: Would you like someone from Distributor Name to call you to understand your inputs and any further needs you may have? Alert 3 - Passive Alert –Sent when the customer answers 7 or 8 to the question: "Based on your recent Service (or Parts) experience, how likely are you to recommend Distributor Name to your friends and colleagues?" AND –"Yes" to the question: Would you like someone from Distributor Name to call you to understand your inputs and any further needs you may have?

3. Link to Customers Survey Response Alerts are Triggered and Pushed to You Via Email View Survey

4. 4 Using the Satmetrix Action Planning Site to: Record Actions Taken During Follow-up Assign/Tracking follow-up by others Identify Root Causes of issues

5. Click to log in http://www.satmetrix.com Accessing The Action Planning Site – from the Main Reporting Site

6. Logging In xxx@cummins.comForget Password Link

7. Click on Action Planning Click on Action Planning Report Site

8. . OR Search for the alert using Survey Reference Number or Customer Contact Name (etc) Action Tracking Customer Search Functionality Identify Type of Alert

9. Press the ! Symbol. This will show the customer records in the pane to the right Action Tracking View Detailed Customer Records

10. Press EDIT and the action planning box will show beneath Action Tracking View Action Planning Fields Action Planning fields appear to be completed. When complete, hit APPLY

11. Action Planning Fields – Steps to Update Step 1. Enter Team Member Assigned Email Address Step 3. Enter Copy To (Email address of others) Step 5. Enter Introductory text/instructions for Forwarded Action Plan Step 2. Enter Team Member Assigned Date Step 4. Check box for Forward this Action Plan Step 6. Enter a Description of any action(s) taken/to be taken with customer Step 7. Enter What made your experience a good one (Promoters only) Step 8. Enter What Can we Improve on? (All)

12. Action Planning Fields – Steps to Update (Continued) Step 9. Enter Positive Outcomes of follow-up Step 11. Enter Description of Parts/Services offered/declined Step 13. Enter Message text for SOS / 6Sigma Team Step 10. Identify If any additional parts/services offered (yes, no, NA) Step 16. EnterCommunication Root Cause Description Step 12. Check with team to forward suggestion Step 14. Identify If Communication was a major root cause Step 15. Identify Communication sub root causes

13. Action Planning Fields – Steps to Update (Continued) Step 19. Enter Timeliness Root Cause Description Step 17. Identify If Timeliness was a major root cause Step 18. Identify Timeliness sub root causes Step 22. Enter Price/Cost Root Cause Description Step 20. Identify If Price/Cost was a major root cause Step 21. Identify Price/Cost sub root causes

14. Action Planning Fields – Steps to Update (Continued) Step 25. Enter Invoice/Billing Issues Root Cause Description Step 23. Identify If Invoice/Billing Issues was a major root cause Step 24. Identify Invoice/Billing Issues sub root causes Step 28. Enter Facilities Root Cause Description Step 26. Identify If Facilities was a major root cause Step 27. Identify Facilities sub root causes

15. Action Planning Fields – Steps to Update (Continued) Step 31. Enter Parts Root Cause Description Step 29. Identify If Parts was a major root cause Step 30. Identify Parts sub root causes Step 34. Enter Shipping & Delivery Root Cause Description Step 32. Identify If Shipping & Delivery (Parts Only) was a major root cause Step 33. Identify Shipping & Delivery sub root causes

16. Action Planning Fields – Steps to Update (Continued) Step 37. Enter Repair Quality Root Cause Description Step 35. Identify If Repair Quality (Service Only) was a major root cause Step 36. Identify Repair Quality sub root causes Step 40. Enter Product Quality Root Cause Description Step 38. Identify If Product Quality (Service Only) was a major root cause Step 39. Identify Product Quality sub root causes Step 42. Enter Other Root Cause Description Step 41. Identify if there was an Other major root cause

17. Action Planning Fields – Steps to Update (Continued) Step 45. Identify If Complimentary to Person Step 43. Identify If Complimentary to Distributor Step 44. Enter Complimentary Distributor Description Step 49. Identify if Follow- up is Complete Step 47. Identify If Complimentary to Product Step 46. Enter Complimentary Person Description Step 50. Hit APPLY Step 48. Enter Complimentary Product Description

18. 18 Demo

19. 19 Creating Loyal Customers for the Worlds Leading Companies EMEA Office 3rd Floor, Colet Court 100 Hammersmith Rd. London W6 7JP [P] +44 (0) 845.371.1040 [F] +44 (0) 845.371.1041 New York Office 450 Seventh Avenue Suite 1601 New York, NY 10123-0101 Phone: 646.935.3500 Fax: 646.935.3501 Headquarters 2755 Campus Dr., Suite 300 San Mateo, CA 94403 Phone: 650.227.8300 Toll Free: 1.888.800.2313 Fax: 650.227.8301 Paris Office 112, avenue Kleber 75116 – Paris cedex 16 [P] +33.1.47.55.3000 [F] +33.1.47.55.7439 India Development Center G1, Tejaswini, Technopark Campus Trivandrum, Kerala 695581 India [P] +91.471.401.6700 [F] +91.471.401.6701