1. 1
Highlights for the Month
• Response time during Nashik floods within 24 hour of impact by deploying skeletal
staffing (20 % of the total strength ). Operation back to normalcy ( 100% of strength)
within 72 hours
• Testing Phase completed for auto-coding of rehab RT2 invoices. Achieved desired results in the last phase of
testing. Now ready to implement on live production
• Successfully implemented Lowe's e-invoicing process on live environment including two dedicated queues for
Lowe's rejections and exceptions
• Successfully implemented printing of Work Order on Home Depot e-invoices
• Successfully implemented enhancements to the approver queue by adding functionality to sort invoices by
markets
• Successfully implemented new validation in Home Depot for credit invoices to be processed thru coding and
approval process yet retaining the S&R indicators for identification
• Initiated testing for editable Work order field functionality to approvers in ePM to add/edit WO in approver
queue

2. 2
Invoices Submission Details
 There is a 10% increase in the overall volume compared to normal months.
Invoice Submission - Source Wise Monthly Volume
Month Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16
Emails 32297 27717 29937 33359 37104 36967
Livonia Scan 349 257 297 320 416 276
Home Depot
Scan
6253 6075 6396 6944 6366 6117
Upload 208243 53584 52612 67889 41194 54375
Total Volume 247142 87633 87633 108512 85080 97735
Invoice Submission - Source Wise %
Month Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16
Emails 13% 32% 34% 31% 44% 38%
Livonia Scan 0% 0.3% 0.3% 0.3% 0.5% 0.3%
Home Depot
Scan
3% 7% 7% 6% 7% 6%
Upload 84% 61% 60% 63% 48% 56%

3. 3
Received to Pending Approval Analysis
 Average days taken to process invoices exceeded 3 days in August due to delays and backlogs caused due to Nashik Floods.
Email & Scan Invoices
Month Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16
Invoices moved to Pending
Approval
34405 30955 34117 33367 37098 40638
Pending Approval ( Avg
Days)
2.9 2.37 1.78 1.86 2.85 3.43
Monthly Average Days as
per SLA
3.00 3.00 3.00 3.00 3.00 3.00
Upload Invoices
Month Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16
Invoices moved to Pending
Approval - Check Request
1124 997 937 1080 785 1229
Pending Approval ( Avg
Days)
1.00 1.00 1.00 1.00 1.00 1.23
Monthly Average Days as
per SLA
3.00 3.00 3.00 3.00 3.00 3.00

4. 4
Approved To Posted Analysis
 25 invoices were posted after 3 day’s due to YARDI Reject, Excluding those average day is 1.00.
 All the upload invoices were posted without any issues, hence average days for Upload invoices moved to Posted queue is 1 day.
Email & Scan Invoices
Month Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16
Invoices moved from
Approved to Posted
34385 30758 31477 34117 36835 39921
Approved to posted ( Avg
Days)
1.32 1.04 1.22 1.06 1.05 1.03
Monthly Average Days as
per SLA
1.00 1.00 1.00 1.00 1.00 1.00
Upload Invoices
Month Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16
Invoices moved from
Approved to Posted
204601 52540 51545 57064 39324 52357
Check Requests moved from
Approved to Posted
1062 1031 980 993 828 1006
Approved to posted ( Avg
Days)
2.00 1.01 1.02 1.00 1.00 1.00
Monthly Average Days as
per SLA
1.00 1.00 1.00 1.00 1.00 1.00

5. 5
Posted To Paid Analysis
 57 invoices were delayed in posted queue due to COI expired. Excluding this the average days is 1.00
 All upload invoices were paid without any issues, hence the average days for posted to paid is 1 day
Email & Scan Invoices
Month Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16
Invoices moved from Posted
to Paid
33056 35095 30103 35048 36659 40633
Posted to paid (Avg Days) 1.09 1.06 1.14 1.07 1.26 1.02
Monthly Average Days as
per SLA
1.00 1.00 1.00 1.00 1.00 1.00
Upload Invoices
Month Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16
Invoices moved from Posted
to Paid
128385 133273 52605 67763 39014 55053
Posted to paid (Avg Days) 1.00 1.00 1.08 1.00 1.00 1.00
Monthly Average Days as
per SLA
1.00 1.00 1.00 1.00 1.00 1.00

6. 6
Pending Approval To Various Queues Analysis
 Overall the approver responses is consistent with the previous month. Average days for check request rejected has come down to 5.37 days after increase in July.
Email & Scan Invoices
Month Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16
Pending Approval to
Approved
35107 31117 31577 34146 34835 40896
Pending Approval to
Approved ( Avg Days)
3.03 3.39 3.28 3.67 3.73 4.04
Pending Approval to reject
do not pay ( Avg Days)
6.29 8.26 5.60 8.42 12.63 11.59
Pending Approval to
Reject for correction (Avg
Days)
3.79 5.18 4.44 4.66 6.40 6.96
Check Request
Month Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16
Pending Approval to Approved 1105 1005 992 1003 829 1168
Pending Approval to
Approved ( Avg Days)
1.95 2.21 2.51 2.07 2.53 2.09
Pending Approval to reject do
not pay ( Avg Days)
3.60 7.80 3.00 4.50 12.71 5.37
Pending Approval to Reject for
correction (Avg Days)
7.75 1.00 1.50 3.00 2.33 2.33

7. 7
Average days for Invoices paid Analysis
Monthly Paid Volume Analysis
Month Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16
Paid Volume 161668 165526 82306 97275 77063 97337
Paid Volume (Email Scan) 33148 33813 30091 32963 36443 42275
Paid Volume (Upload) 127532 130629 51204 63427 39692 53987
Paid Volume (Check Request) 988 1084 1011 885 928 1075
% of Paid Volume (Email Scan) 20.50% 20.43% 36.56% 33.89% 47.29% 43.43%
% of Paid Volume (Upload) 78.89% 78.92% 62.21% 65.20% 51.51% 55.46%
% of Paid Volume (Check Request) 0.61% 0.65% 1.23% 0.91% 1.20% 1.10%
Paid without exception ( Avg Days Email/Scan) 6.41 6.42 6.34 6.33 7.37 8.24
Paid without exception ( Avg Days upload) 1.55 2.44 1.08 1.07 1.00 1.00
Paid without exception ( Avg Days Check Request) 4.56 3.40 4.54 3.53 5.43 2.21
Paid with exception ( Avg Days Email, Scan,upload & Check Request) 13.54 13.03 10.82 10.05 9.94 9.60

8. 8
Analysis of Paid Vendors
 Top two vendors account for more than half of the invoice volumes for August.
 Percentage of unique vendors paid continues to be above 16% for the second consecutive month.
41.61%
11.44%
6.37%
1.38%
1.05% Analysis of top 5 paid vendors- Aug
2016
Conservice LLC
On-Site.com
HOME DEPOT CREDIT
SERVICES
Tri-Florida Water
Treatment Inc.
Clear Tech Inc.
393
185
199
210
222
244
Number of Unique Vendors Paid
Mar-16
Apr-16
May-16
Jun-16
Jul-16
Aug-16
Top 10 Vendor Names Source Invoice Count Percentage
Conservice LLC Upload 40503 41.61%
On-Site.com Upload 11131 11.44%
HOME DEPOT CREDIT SERVICES Scan 6196 6.37%
Tri-Florida Water Treatment Inc. Email 1342 1.38%
Clear Tech Inc. Email 1021 1.05%
Lawn Supreme Email 727 0.75%
Specialty Cleaning Services Upload 578 0.59%
OKelley and Sorohan, Attorneys at Law Upload 570 0.59%
LC Builders Email 539 0.55%
Roadrunner Pool Services Email 535 0.55%
Monthly Vendor wise Paid Volume Analysis
Month Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16
# of Vendors Paid 5461 1456 1412 4977 1343 1508
# of Unique Vendors Paid 393 185 199 210 222 244
% of Unique Vendors Paid 7.20% 12.71% 14.09% 4.22% 16.53% 16.18%

9. 9
Exception Queues
 Yardi reject volume back to normal after spike in July
 Duplicate volume has increased by more than 37% compared to July
 Approval Exception volume has increased by 28% compared to July
Volume of Invoices with Invoice Submission or Coding Exceptions
Queue Month Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16
Index Reject 1732 1694 1752 1371 2046 2156
Duplicate 2888 2542 2945 2967 3264 5203
RTV India Livonia 1658 2026 1871 1756 1609 1859
Non-Conforming 76 98 98 38 48 21
Home Depot Exception 551 963 653 559 623 571
Volume of Invoices with Approval or Posting Exceptions
Queue Month Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16
Approval Exception 1566 1688 1249 1537 1279 1793
Reject for Correction 268 297 328 294 246 470
Reject Do Not Pay 233 205 194 177 150 209
Yardi Reject 507 713 399 395 1367 468

10. 10
Auto Coding Vendor details
 Highest volume of invoices auto-coded in the last 6 months for August at 11516.
 No new vendors added for auto-coding in the month of August
Total Number Of Vendors On Auto Coding
Month
Dec-15 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Total
Vendors 23 0 0 0 0 0 23
Invoices Processed - Auto Coding
Month
Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Total
Invoice Processed 9292 9377 9484 7787 10742 11516 58198

11. 11
Analysis of Invoices Trashed
 Trash volume has increased by 45% compared to previous month.
 Percentage of trash to volume received is more than 5%, highest in the last 6 months.
Monthly Trash Volume Analysis
Month Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16
Volume Received 247142 87633 89242 108512 85080 97735
Trash Volume 2920 2666 3646 2989 3041 5532
Percentage % 1.18% 3.04% 4.09% 2.75% 3.57% 5.66%
Trash Volume - Duplicate Reason 1392 1286 1300 1276 1192 2507
Trash Volume - Other Reasons 1528 1380 2346 1458 1849 3025
Trash Other reason Percentage 0.62% 1.57% 2.63% 1.34% 2.17% 3.10%
Trash Duplicate Reason Percentage 0.56% 1.47% 1.46% 1.18% 1.40% 2.57%

12. 12
Source Wise Analysis of Trashed Invoices
Source Wise Analysis of Trashed Invoices- August 2016
Trash Reasons Email Scan Upload
Duplicate 2411 43 53
Other Reasons 2503 22 500

13. 13
Reasons Wise Analysis of Trash Invoices
 Not an invoice volume accounts for more than 50% of trash volume.
1567
393
212
199
184
161
75
52
46
38
29
24
21
13
10
1
Analysis of Other Reasons
Not an invoice
Property code issue
Invoice total does not match
Utility Invoices
Invoice date is prior to services
rendered
Service Date Missing
supporting pages missing
Vendor Name And Address
Mismatch
Invoice Date is missing/
Incorrect
Zero Dollar Invoice
Other
Invoice Image is Not Legible
Invoice number is Missing
Work description missing
As Per request received from IH
Invoice not belongs to IH
Trash - Other Reasons Count
Percentage
%
Not an invoice 1567 51.80
Property code issue 393 12.99
Invoice total does not match 212 7.01
Utility Invoices 199 6.58
Invoice date is prior to services rendered 184 6.08
Service Date Missing 161 5.32
supporting pages missing 75 2.48
Vendor Name And Address Mismatch 52 1.72
Invoice Date is missing/ Incorrect 46 1.52
Zero Dollar Invoice 38 1.26
Other 29 0.96
Invoice Image is Not Legible 24 0.79
Invoice number is Missing 21 0.69
Work description missing 13 0.43
As Per request received from IH 10 0.33
Invoice not belongs to IH 1 0.03
Total 3025 100

14. 14
Duplicate Analysis of Trash Invoices
 New top vendors identified submitting duplicate invoices. Feedback has been provided thru IHHelp
739
208
73
68
43
42
41
38 36
34
Duplicate Top 10 Vendors
Bees Pool Service Inc.
Air Excel LLC
Edwards Heating & Air
Renovation Systems
Inc.
Plumbing Master
Systems
Top 10 Vendor Names
Trash Reasons -
Duplicate Count
Bees Pool Service Inc. 739
Air Excel LLC 208
Edwards Heating & Air 73
Renovation Systems Inc. 68
Plumbing Master Systems 43
Sunshine Landscappers LLC 42
Lowes Credit Services 41
Carolina Pool King 38
Empire Services of Florida LLC 36
ProTurf Property Mgmt. Inc. 34
Vendor Names Month
Invoice Count
Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16
Bees Pool Service Inc. 2 - 1 11 11 739
Air Excel LLC 1 - 9 9 7 208
Edwards Heating & Air 16 4 4 19 30 73
Renovation Systems Inc. 24 - 1 8 116 68
Plumbing Master Systems 3 4 2 3 10 42

15. 15
Not an Invoice Analysis of Trash Invoices
 The top 5 vendors submitting non-invoice documents have been educated thru IHHelp alongwith vendor communication letter
12
108
8
5
Trash Reason- Not An invoice- August -2016
Techno A/C Inc.
Nu View Interiors
JE Elite Cleaning LLC
Air Conditioning Experts Inc.
Carpet Dyenamics of Charlotte
Top 5 Vendor Names Email ID
Trash Reason- Not
An invoice- July-2016
Trash Reason- Not
An invoice- Aug-2016
Techno A/C Inc. TECHNOAC@YMAIL.COM - 12
Nu View Interiors nuviewinterior@gmail.com 10 10
JE Elite Cleaning LLC jeelitecleaning@aol.com 2 8
Air Conditioning Experts Inc. oliviac@404cooling.com - 8
Carpet Dynamics of Charlotte CARPETDYENAMICS@BELLSOUTH.NET - 5

16. 16
Service Date Missing Analysis of Trash Invoices
 The top 5 vendors submitting invoices without service date are being educated thru IHHelp regarding mandatory invoicing requirements
8
54
4
4
Trash Reason- Service date missing-Aug-2016
Hartwick Heating and Air Conditioning Inc.
Arbor Bay Inc.
Olanda Maintenance Inc.
Empire Resurfacing Inc.
Any Illinois Wildlife Removal Inc
Top 5 Vendor Names Email ID
Trash Reason- Service
date missing-July-2016
Trash Reason- Service
date missing-Aug-2016
Hartwick Heating and Air Conditioning Inc. hartwickhvac@gmail.com 6 8
Arbor Bay Inc. office@arborbayinc.com - 5
Olanda Maintenance Inc. olandamaintenance@gmail.com - 4
Empire Resurfacing Inc. jessica@empireresurfacinginc.com 1 4
Any Illinois Wildlife Removal Inc aiwrinc@gmail.com - 4

17. 17
Vendor Maintenance- Month on Month
Monthly VM Analysis Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16
Change Request 345 346 300 328 202 225
New Vendor Setup 113 106 89 71 65 76
Vendor inactive Request 3 4 8 6 8 33
Total 461 456 397 405 275 334
Month Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16
Monthly Average Days to
Complete the Request.
1.47 1.38 1.18 1.41 1.14 1.61
Monthly Average Days as
per SLA
2 2 2 2 2 2

18. 18
Sales Force Ticketing System
 Invoice processing tickets volume has decreased by 44% compared to previous month.
ePM - Invoice Processing
Request Type Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16
Coding 8 1 7 13 0 0
Invoice routing 39 43 37 72 46 28
Other 5 7 10 22 60 32
Payment Status 17 17 2 12 7 3
Priority invoices 9 18 10 8 11 6
Grand Total 78 86 66 127 124 69
ePM - Invoice Processing Avg Days
Request Type Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16
Coding 1.42 0 1.30 1 0 0
Invoice routing 2 4 1 1.27 1 1.11
Other 1.19 5.56 0.93 1 1.37 1
Payment Status 3.19 6.58 1.27 1.58 1.15 1.52
Priority invoices 1.69 1.32 1 1 0.88 1.48
Average Days 1.91 3.50 1.11 1.19 0.89 1.02

19. 19
Sales Force Ticketing Technical
 Average days for Technical tickets has increased to 2.81 due to third party dependency on user management tickets.
ePM - Technical
Request Type Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16
Other Technical issue 15 7 15 8 3 5
System performance 4 0 0 3 2 1
Unable to approve invoices 1 1 0 0 0 1
Unable to Submit Invoices 0 0 1 0 1 1
Error message 1 2 0 0 1 1
Unable to Access website 1 2 3 3 1 1
User Disabled 1 6 2 0 1 0
Grand Total 23 18 21 14 9 10
ePM - Technical Avg Days
Request Type Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16
Other Technical issue 7 7 3 1 2 6
System performance 2 0 0 1 1 1
Unable to approve invoices 9 0 0 0 0 2
Unable to Submit Invoices 0 0 12 0 2 6
Error message 0 3 0 0 1 1
Unable to Access website 0 0 1 5 1 3
User Disabled 0 0 3 0 1 0
Average Days 2.49 1.44 2.82 0.95 1.24 2.81

20. 20
Customer Support Monthly call statistics
Calls Details
Month Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16
Voice Calls 201 279 234 324 182 199
Voice Mail 0 0 0 104 67 55

21. 21
Customer Support - Call Talk time
Week Week 1 Week 2 Week 3 Week 4
Weekly Average talk time (Min) 1.46 1.31 2.23 2.68
Month Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16
Monthly Average talk
time (Min)
1.84 1.99 1.03 1.6 1.71 1.92

22. 22
Customer Support - Disposition of Calls
Dispositions Week 1 Week 2 Week 3 Week 4 Total
Abandon 0 1 0 0 1
Abandon during Greeting 3 2 3 2 10
Agent Error 0 0 0 0 0
Call Disconnected 1 4 0 4 9
Check status 2 5 4 0 11
Follow Up 6 7 5 4 22
Invoice Inquiry 15 26 21 23 85
Other 29 17 7 8 61
Grand Total 56 62 40 41 199

23. 23
Project Challenges
• Nursing of a huge back-log for two weeks due to flood situation in Nashik
• Auto coding newly identified vendors, Test results shared with Don and team, currently on hold and in
review
• There is a challenge of getting correct property status from Yardi . Hence there is a need to refer to Sales
force to derive correct property status. This has increased the overall invoice processing time
• Substantial amount of time is spent to update user management records as currently this is being done
manually without any dedicated portal
• Expanding Name Field for Checks to Yardi 70 Character limit is still in process due to various challenges
faced
• Challenges faced during adding new TRS Legal Entities and disbursement fund
accounts

24. 24
Way Forward
• Work is in progress for getting the Salesforce nightly feed to ePM which will
provide us accurate property status and eliminate manual lookup for property
status in Salesforce
• We have proposed a User Management Portal for automating all HR record activities. The process will
include user creation, modification, deactivation, delegation etc. in one place
• RFC in process for expansion of name field for checks to Yardi from 40 to 70 characters
• We have proposed a vendor management portal to IH where vendors can create/submit invoices, track
invoice & payment status and request new setup/modification to existing setup
• We are in process of creating a BCP (Business Continuity Plan) in light of the recent disruptions caused due
to Floods
• Currently working on establishing a process for vehicle inventory processing for vendors providing trucking
services to IH