IBM Self Checkout Project Account Management Account Team

IBM Self Checkout Project Manager Manages a project that has a beginning and end date. Delivers project on time within budget. Assures that product is developed to client’s product expectations and manages product’s technical stability. Manages projects … Wednesday, December 10, 2003 | IBM Self Checkout Project / Account Management © 2002 IBM Corporation

IBM Self Checkout Account Manager Manages product’s ROI / Customer Support Tool Criteria to client’s expectations. Takes client to rollout and continues to sell new features. Manages the life of the program. Maintains and supports client/company relationship. Manages all chargeable expenses and matters of money. Manages life of an account … Wednesday, December 10, 2003 | IBM Self Checkout Project / Account Management © 2002 IBM Corporation

IBM Self Checkout Account Timeline PHASE I Days PHASE III PHASE II 0 60 90 PHASE IV PHASE V 180 Rollout PHASE I – Pre-selling Stage PHASE II – Product Integration PHASE III – Physical Installation PHASE IV – Pilot Review PHASE V – Rollout 4 Wednesday, December 10, 2003 | IBM Self Checkout Project / Account Management © 2003 IBM Corporation

IBM Self Checkout PHASE I – Pre-selling Stage Days 60 0 PROJECT MANAGER Assists Sales/Account Teams on Client Calls to Discuss Technical Aspects of Projects Discusses Resource Needs and Sets Client Expectations Assists with Qualifying Customer 5 PHASE III PHASE I 90 PHASE IV PHASE V 180 Rollout ACCOUNT MANAGER Assists Sales Team with LOA/Confidentiality Agreement Handles Acquisition of P. O. ’s and Order Acknowledgement Process Gathers Client’s Initial Expectations Prior to Kickoff Coordinates a Date for the Kickoff Meeting Wednesday, December 10, 2003 | IBM Self Checkout Project / Account Management © 2003 IBM Corporation

IBM Self Checkout PHASE II – Product Integration PHASE I Days 6 PHASE III PHASE II 0 60 90 PHASE IV PHASE V 180 Rollout PROJECT MANAGER ACCOUNT MANAGER Conducts Client Kickoff Meeting Handles All Billings and Collections Conducts Site Visit at Pilot Store (preferably in Gathers Customer Service Tool / ROI Criteria conjunction with Client Kickoff Meeting) Participates in Site Visit at Pilot Store Develops Project Plan with Executive Team by Assists with Completion of Cabinetry Order Guide Aligning Internal Resources to Customer Participates in Routine Project Meetings with Internal Expectations (Dates are Communicated to and/or External Stakeholders Client) Discusses Merchandising Options / Promotional Conducts Internal Kickoff Meeting Materials and Development of Sign Kits Gathers Client Expectations During Promotes/Suggests the Plan to Prepare for Shopper Development Survey (Customer Service Questionnaire). Develops CIR Document and Gap Analysis Submits Pricing to Customer for Product and Works to Project Plan with Internal Team and Services Client POC Aligns Customer Support Expectations with Internal Conducts Routine Project Meetings with Internal Resources (Help Desk / FE Hours of Operation and/or External Stakeholders Response Times) Prepares Client for Lab and Pilot Physical Understands Customer Expectations for service Installations – Checklists (Service Level Agreement Prepares Installation Teams for Physical Wednesday, December 10, 2003 | IBM Self Checkout Project / Account Management © 2003 IBM Corporation Installations

IBM Self Checkout PHASE III – Physical Installation PHASE I Days 7 PHASE III PHASE II 0 60 90 PHASE IV PHASE V 180 Rollout PROJECT MANAGER ACCOUNT MANAGER Travels to Physical Installations to Pull All Travels to Physical Installations to Assist Elements Together with System Support to Installation Team Assures Product Technical Stability and Project Manager Facilitates Corporate Training Event at Lab Handles Acquisition of P. O. ’s and Order and Store Training Event at the Pilot Store Acknowledgement Process Attends Incident Tracking Review Meetings Handles All Billings and Collections -- Discusses SW Incident Resolution Timeframes with Engineering Produces Weekly Status Reports Wednesday, December 10, 2003 | IBM Self Checkout Project / Account Management © 2003 IBM Corporation

IBM Self Checkout PHASE IV – Pilot Review PHASE I Days PHASE III PHASE II 0 60 90 PHASE IV PHASE V 180 Rollout PROJECT MANAGER ACCOUNT MANAGER Attends Incident Tracking Review Meetings Analyzes Pilot Data Performance and -- Discusses SW/HW Incident Provides Internal and External Reports Resolution/Release Timeframes with Attends Pilot Performance Review Engineering Meetings with Executive Staff Produces Weekly Status Reports Visits Pilot Sites to Attain Customer Works with escalators to trend incidents Satisfaction Levels and Show Company Support Handles Acquisition of P. O. ’s and Order Acknowledgement Process Handles All Billings and Collections Negotiates Service Level Agreement between PSI and Customer 8 Wednesday, December 10, 2003 | IBM Self Checkout Project / Account Management © 2003 IBM Corporation

IBM Self Checkout PHASE V - Rollout PHASE I Days PHASE III PHASE II 0 60 PROJECT MANAGER Manages Product Enhancement Projects to Marketing-Defined PRD’s (Dynamic Messaging, EBT, New Hardware, etc. ) Creates SOW for projects Produces Status Reports (less frequently). 9 90 PHASE IV PHASE V 180 Rollout ACCOUNT MANAGER Manages Installation Schedule with External and Internal Stakeholders for Rollout Orders Manages Customer Furnished Equipment (CFE) Needs Manages Site Configuration Needs (SW versions, such as Lane, BOSS, TSA) Works with Internal Teams to Keep Documentation Current Works with Product Support Group to Maintain System’s Technical Performance (SW Upgrades, Help Desk Calls, and Field Support Issues Per Maintenance Agreement) Conducts Periodic Status Meetings with the Client (and Internal Resources, if needed) on a Periodic Basis Produces Weekly Status Reports Handles Acquisition of P. O. ’s and Order Acknowledgement Process Wednesday, December 10, 2003 | IBM Self Checkout Project / Account Management © 2003 IBM Corporation Handles All Billings and Collections