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. 7. Change/Reason Director of Training and Quality Assurance Director of Tele-Marketing Center Sheena T. Leo F. 8. Implementation Director of Training and Quality Assurance Director of Tele-Marketing Center Sheena T. Leo F. 9. Resistance to Change Director of Training and Quality Assurance Director of Tele-Marketing Center Sheena T. Leo F. 10. Done Differently? Director of Training and Quality Assurance Director of Tele-Marketing Center Sheena T. Leo F. 11. Reflection on Change and Innovation within