The document outlines the key steps in an implementation process including: 1) Conducting a survey of the customer's processes and reconciling them with the new system. 2) Developing a project plan and conducting internal and customer pilots to test the new system. 3) Providing education to customers on using the new system before going live. 4) Transitioning to the new system and addressing any remaining issues after going live. 5) Continuing education and support for advanced system features over time.

1. IMPLEMENTATION PROCESS EDUCATION GO LIVE POST GO LIVE LESSONS LEARNED IMPLEMENTATION CONTINUING EDUCATION NOTE 1: Survey consists of approximately 8 financial and 16 operational mini surveys. Survey’s purpose is to identify financial and operational processes that occur in the customer’s business. NOTE 2: In reality there are approximately 24 mini pilots. NOTE 3: Project plan includes scope / objectives / action steps / schedule. Objectives should be specific / measurable / attainable / reasonable / time. DATA LOAD PROJECT INITIATION STEERING COMMITTEE ESTABLISHED INITIAL PROJECT PLAN WRITTEN PROCEDURAL RECONCILIATION INTERNAL PILOT IMPLEMENT PILOT LESSONS LEARNED CUSTOMER PILOT CUSTOM

2. PROCEDURAL RECONCILIATION PROCESS FLOW CHART EXECUTE CUSTOMER SURVEY & INTERVIEW ANALYZE DATA RECONCILE OBSERVE, ANALYZE AND FLOW CHART CUSTOMER PROCESSES CURRENT REVIEW PROPOSED CUSTOM & PROCESSES WITH CUSTOMER 1. COMPARE SURVEY & INTERVIEW RESPONSES TO ACTUAL 2. CONSIDER INCORPORATION OF DESIRED FUNCTIONS 3. MAKE RECOMMENDATIONS W.R.T. STD. FEATURES, CURRENT PRACTICES, DESIRED RESULTS, & ACCEPTED STANDARDS MAY INCLUDE DEMONSTRATION SURVEY FOR: PRIORITIES WISH LIST INTERVIEW FOR: SET UP CUSTOMER APPROVAL OF CUSTOM AND PROCESSES DELIVER APPROVED CUSTOM & PROCESSES TO EDUCATION FOR PRELIMINARY CURRICULUM DEVELOPMENT CUSTOMER APPROVAL OF PROJECT PLAN (INCLUDING PILOT PLAN) REVISE PROJECT PLAN DELIVERABLES CUSTOMER APPROVED PROCESSES AND CUSTOM AND PROCESS PLAN REVISED GANTT AND PERT CHARTS MEASURES CHECKS

3. CUSTOM PROCESS FLOW CHART DELIVER CUSTOM TO INTERNAL PILOT SOFTWARE DELIVERABLES TECHNICAL SPECIFICATIONS CUSTOM PROGRAMS MEASURES CHECKS PASSED Q. A. CHECKLIST AND TECHNICAL STANDARDS CUSTOMER APPROVAL RECEIVE APPROVED CUSTOM SPECIFICATION RESOURCE REQUIREMENT SCHEDULE -PROJECT SCHEDULE -BUDGET QUALITY ASSURANCE PROGRAM CUSTOM DETAILED DESIGN CODING INITIAL TESTING DESIGN AND DETAIL SPECIFICATION

4. INTERNAL PILOT PROCESS FLOW CHART RECEIPT OF APPROVED CUSTOMER PROCESSES CONFIGURE SYSTEM ENVIRONMENT LOAD VALIDATED DATA SAMPLE (FROM DATA LOAD PROCESS) INTO PILOT & VERIFY RUN INTERNAL PILOT IMPLEMENT LESSONS LEARNED & VERIFY CORRECTIVE ACTION DELIVER SOFTWARE TO CUSTOMER PILOT DEVELOP INTERNAL PILOT SCHEDULE RUN INTERNAL PILOT FUNCTIONS PER SCHEDULE COMPLETE FUNCTION CHECKLIST VALIDATION NOTE: FUNCTION CHECKLIST INCLUDES SUCH THINGS AS FUNCTIONS, FIELDS, PROCESSES, DOCUMENTS (CONTENT & LAYOUT) & RESULTS (INCLUDING CALCULATIONS) DELIVERABLES FUNCTIONAL CHECKLIST RESOLVED OPEN ISSUES LIST MEASURES CHECKS RECEIVE & INTEGRATE CUSTOM WITH INTERNAL PILOT SOFTWARE SET UP PILOT SOFTWARE WITH CORRECT PARAMETERS FORMS PARAMETERS CODES SECURITY ETC.

5. BRING IN SOFTWARE SET UP CUSTOMER PILOT DATABASE CONFIGURE HARDWARE & OPERATING SYSTEM Q. A. CUSTOMER PILOT PROCESS FLOW CHART INSTALL INTERNAL PILOT SOFTWARE ON CUSTOMER SITE EDUCATE CLIENT ON SOFTWARE & PROCESSES (“TRAIN-THE- ADVOCATE”) RUN CUSTOMER PILOT COLLECT OUTSTANDING ISSUES DEVELOP PILOT SCHEDULE RUN PILOT FUNCTIONS PER SCHEDULE COMPLETE FUNCTION CHECKLIST VALIDATION CUSTOMER SATISFACTION APPROVAL OF PILOT DELIVERABLES CUSTOMER PILOT SCHEDULE COMPLETED FUNCTIONAL CHECKLIST OPEN ISSUES LIST MEASURES ADVOCATES’ EDUCATION SATISFACTION SURVEY CHECKS CUSTOMER SATISFACTION APPROVAL OF PILOT

6. CUSTOMER PILOT LESSONS LEARNED IMPLEMENTATION PROCESS FLOW CHART RECEIVE CUSTOMER PILOT OUTSTANDING ISSUES PRIORITIZE WITH CUSTOMER & ESTABLISH ACTION PLAN INSTITUTE CUSTOMER STATUS REPORTING NOTE: THIS INCLUDES CUSTOMER APPROVAL OF CLOSED ISSUES CUSTOM DEVELOPMENT EDUCATION APPLICATION SET UP TAILORING EXECUTE ACTION PLAN INCORPORATE LESSONS LEARNED INTO EDUCATION CURRICULUM RE-PILOT “ HARD SPOTS” AS NECESSARY DELIVERABLES OPEN ISSUES LIST WITH ALL ISSUES CLOSED OR CUSTOMER APPROVAL OF CLOSURE SCHEDULE MEASURES CHECKS

7. EDUCATION PROCESS FLOW CHART RECEIVE CUSTOM & PROCESSES FROM PROCEDURAL RECONCILIATION DEVELOP CUSTOMER SPECIFIC TRAINING FOR CUSTOM PORTION & CUSTOMER PROCESSES TAILOR STANDARD MATERIAL TO CUSTOMER DEVELOP TRAINING SCHEDULE EXECUTE TRAINING ISSUE CUSTOMER SATISFACTION SURVEY NOTE: WE NEED TO CONSIDER BOTH SHORT TERM & LONG TERM EDUCATION FACILITATE TRAINING DATABASE SET UP (DEPENDENT UPON CUSTOMER PILOT) DELIVERABLES Tailored Training Material Training Schedule MEASURES Customer Satisfaction Survey Customer Functional Test Result CHECKS INCORPORATE CUSTOMER SATISFACTION SURVEY FEEDBACK INTO STANDARD MATERIAL

8. DATA LOAD PROCESS FLOW CHART RECEIVE EXISTING FILE LAYOUTS DETERMINE WHICH DATA ELEMENTS ARE TO BE CONVERTED RECONCILE OLD SYSTEM DATA ELEMENTS TO THE NEW SYSTEM DATA ELEMENTS DEVELOP DATA LOAD PROCEDURES & METHODS DEVELOP DATA LOAD SCHEDULE PAY ATTENTION TO MEDIA FORMAT INCORPORATE STATISTICAL SAMPLING CHECKS NOTE: CONSIDER QUICK LOAD ROUTINES DELIVERABLES Data Element Mapping Data Load Schedule MEASURES STATISTICAL SAMPLING SCORE CHECKS TRANSFER SAMPLE TO INTERNAL PILOT VALIDATE LOADED DATA POPULATION INCORPORATE STATISTICAL SAMPLING CHECKS EXECUTE DATA LOAD VALIDATE SAMPLE EXECUTE DATA LOAD SAMPLE

9. RECEIVE INITIAL TRANSACTION DATA FROM DATA LOAD SCHEDULE GO LIVE PROCESS FLOW CHART DEVELOP GO LIVE SCHEDULE & TRANSACTION DATA VALIDATION CHECK POINTS (W.R.T. DATA LOAD SCHEDULE) DELIVERABLES Go Live Schedule MEASURES Customer Satisfaction Survey Score CHECKS Validated Transactions EXECUTE VALIDATION CHECKS POINTS CUSTOMER SATISFACTION SURVEY TO EXPOSE LATENT COMPLAINTS BEGIN TRANSACTION PROCESSING ACCORDING TO TRANSITION PROCEDURES DEVELOP TRANSITION PROCEDURES

10. POST-GO LIVE LESSONS LEARNED IMPLEMENTATION PROCESS FLOW CHART COLLECT ANY REMAINING ISSUES PRIORITIZE WITH CUSTOMER & ESTABLISH ACTION PLAN INSTITUTE CUSTOMER STATUS REPORTING NOTE: THIS INCLUDES CUSTOMER APPROVAL OF CLOSED ISSUES EXECUTE ACTION PLAN CUSTOM DEVELOPMENT EDUCATION APPLICATION SET UP TAILORING DELIVERABLES Approved Action Plan Closed Status Reports MEASURES CHECKS

11. CONTINUING EDUCATION PROCESS FLOW CHART DELIVERABLES MEASURES CHECKS RECEIVE PROPOSED ADVANCED EDUCATION REQUEST FROM ACCOUNT MANAGER DEVELOP EDUCATION PLAN & QUOTE CUSTOMER APPROVAL OF EDUCATION PLAN TAILOR ADVANCED EDUCATION CURRICULUM FOR CUSTOMER EXECUTE EDUCATION PLAN ISSUE CUSTOMER SATISFACTION SURVEY INCORPORATE CUSTOMER SATISFACTION SURVEY FEEDBACK INTO STANDARD MATERIAL