1. Organizational Profile of
Aaron Severson
Walden University

2. • Purpose
• Established in 1991
• Relationships with over
40,000 merchants
• Process in excess of $3 billion
in assets per year

3. GM
Vice President
of Operations
Vice President
of Sales
Application
Processing
Department
Dir. Of Tele-
Marketing Center
Director of
Recruiting
Dir. Of Training
and Quality
Assurance
SPV
SPV
SPV
SPV
20
APs
20
APs
20
APs 20
APs
SPV
SPV
SPV
15
RCRTs
15
RCRTs
15
RCRTs
5 Trainers
SPV
7 Validators
National Sales
Manager
National Sales
Manager
Director of
Sales
TL
TL
TL
TL
8
MSCs
TL TL
TL
TL
8
MSCs
8
MSCs
8
MSCs
8
MSCs
8
MSCs
8
MSCs
8
MSCs

4. Recruiting
Department Hires
MSCs
MSCs Attend a
Training Webinar
MSC is Assigned a
Team Leader
Appointment
Planners Set
Appointments
Validators Listens
to Appointments
for Approval
MSC Runs
Approved
Appointments
Close a Sale
Application is
Processed
Equipment is Sent
to Merchant
and Installed
How CPP Departments Work and Interact

5. Interviewees
Director of Training and Quality
Assurance
Director of Tele-Marketing
Center
Sheena T. Leo F.

6. Culture Between Operations and Sales
Director of Training and Quality
Assurance
Director of Tele-Marketing
Center
Sheena T. Leo F.

8. Change/Reason
Director of Training and Quality
Assurance
Director of Tele-Marketing
Center
Sheena T. Leo F.

9. Implementation
Director of Training and Quality
Assurance
Director of Tele-Marketing
Center
Sheena T. Leo F.

10. Resistance to Change
Director of Training and Quality
Assurance
Director of Tele-Marketing
Center
Sheena T. Leo F.

11. Done Differently?
Director of Training and Quality
Assurance
Director of Tele-Marketing
Center
Sheena T. Leo F.

12. Reflection on Change
and Innovation within