Items Required for Process Hand-off  Signature of Receipt One-page Summary of Project: Problem Statement (most current) Project Objective (relative to Problem Statement) Defect Definition Overview of project findings Process Improvements implemented Results of the pilot Financial Benefits Process Maps: Original process map (historical “As Is”) Map of improved process Process Communication Plan How process improvements will be communicated Who receives communication What is communication How understanding will be validated Control Plan Standard Operating Procedures Written procedures by process step Specification Limits Input/Output Requirements (if applicable) Written summary of Control Strategy What aspects of the process will be controlled What control mechanisms will be implemented Review process (what to look for – what constitutes out-of-control) Data Collection (if applicable) What data will be collected Sampling Plan | Sub-groups Mitigation/Reaction Plans Who does what, when Audit Plan Frequency of process audits Who conducts the audit Training Plan Update Employee Training Update New-Employee Training Employee Cross-training (associated process) Process Owner/Client Project Champion Date: Process Owner/Client Project Champion Date: Process Owner/Client Date: Date: Project Champion Process Owner/Client Project Champion Date:

Project Evidence Book – Required Elements  Hand-off and Close-out Contract: Process Owner Signature (accepting ongoing responsibility) Project Champion Signature (process objectives were achieved) Master Black Belt Signature (tools and methodology properly applied to support conclusions) Finance Analyst Signature (project has/will produced anticipated financial benefits) Steering Committee Project Approve-to-Close Contract* *Represents final sign-off – outcome of Steering Committee Review Copy of “One-page Summary of Project”: Problem Statement (most current) Project Objective (relative to Problem Statement) Defect Definition Overview of project findings Process Improvements implemented Results of the pilot Financial Benefits Final Project Presentation: Includes summary of work/outcomes of each DMAIC Phase “Tells the story of the project” Project Work: Data files Baseline Data Analysis Data (sectioned by phases of DMAIC or steps of the 12 Step Breakthrough Strategy) Proof Data (demonstrating process improvement) Work files Relevant tool output Project Documentation Final Project Plan Final Project Evaluation Process Documentation Contact Lists (FC, FA, PC, MBB, BB, Team Members, Project Contributors – name, phone, email) Standard Operating Procedures Process Education/Communication Plan Control Plan Project Impact Summary List of potential leveragability opportunities List of future projects discovered during this project List of potential Green Belts / Black Belts to be considered based on work related to this project Evidence Book approved, required elements included and project is ready for close-out session: Black Belt Sign-off :_____________________________________________________ Date: ______________________ MBB Sign-off: _________________________________________________________ Date: ______________________

Project Proposal Submitted By: _________________________ Date: _____________________________ Problem Statement (description of the problem) Definition of Defeat (what is the outcome of this problem) Metrics (how are the level of defeats measured) Project Objective (what does a defeat-free process look like) Benefits (potential cost savings or revenue enhancement resulting from a defeat-free process)

Process Hand-off – Contract Project Number _____________________________ Project Name __________________________ Date:______________________________ The Black Belt assigned to this project has reviewed the process improvements with me. The Black Belt has also reviewed process controls with me and I understand all aspects of the Control Plan. As of the date of this document, I am accepting responsibility for maintaining improved process performance levels and have an understanding regarding steps to take should process performance drop below prescribed levels. ________________________________ Process Owner/Client Black Belt: __________________________________ Project Champion: ____________________________ Master Black Belt: _____________________________ Date: Functional Champion Sign-off __________________________________ Date: Date: Date:

Project Closeout Benefits Validation Project Number: 0307-49-001 Date: ______ / ______ / ______ Project Title: _Working Capital - > 90 Day Delinquency ________________________________________________________ Items To Review  Comments Original Project Estimates (Define Phase) $3.6M reduction in accounts receivable aged greater than 90 days. This reduction would save IKON $288k in interest expense due to increased cash flow. Project Report-Out (BB Presentation) Control Phase & Control Plan The process owner will review the aging to control the amount of items rolling over 90 days. Baseline measurements reviewed The baseline measurement comes from a 4 month average ending July 2003. This 4 month average as of July 2003 is $5.1M Demonstration of improved process performance To be determined yet. Demonstration of improved Financial Performance To be determined yet Total (annualized) benefits $(000): ___TBD______________________ Benefits first realized (MM/YY): __TBD___ / _TBD____ Recurring nature of benefits: _within the first year of AR reduction__ (one-time, less than one year, annual, etc.) If Benefits are recurring, expected useful life of process: ____________ Months Where are benefits realized? (Business, Department, Cost Center, etc.): _Corporate – Treasury (if this is where IKON’s interest expense resides)____________________ Which accounts numbers reflect benefits? : __Interest Expense________________________________________________________ Finance Analyst ______________________________ Date: _____________ Project Champion ______________________________ Date: _____________ Black Belt ______________________________ Date: _____________ Benefits Validated & APPROVED NOT APPROVED / Follow-Up Required Who Due Date Description of Action Required 1. Heath Peacock March 2004 AR aging showing the reduction of $3.6M in items greater than 90 days 2. 3. 4. If project benefits are “NOT APPROVED”, indicate action items required to satisfy validation, schedule follow-up validation meeting. Black Belt to include a copy of this form within project documentation / Evidence Book. If Project Benefits Validated & APPROVED, Black Belt should schedule follow-up audit for approximately 90 days from validation and approval date.

Steering Committee Project Approve-to-Close – Contract Project Number _____________________________ Project Name __________________________ Date:______________________________ As of this date, the Six Sigma Steering Committee has reviewed approvals to close this project as well as final project documentation. Based on these approvals and documentation, the Six Sigma Steering Committee approves this project to “Closed” status. Steering Committee Member #1 ________________________________________________ Steering Committee Member #2 ________________________________________________ Steering Committee Member #3 ________________________________________________ Steering Committee Member #4 ________________________________________________ Steering Committee Member #5 ________________________________________________ Steering Committee Member #6 ________________________________________________ Steering Committee Member #7 ________________________________________________ Steering Committee Member #8 ________________________________________________ Six Sigma Academy Representative ______________________________________________ Date: Date: Date: Date: Date: Date: Date: Date: Date:

PREPARATION STEPS APPROVAL STEPS