Canon Business Solutions ­– Northeast handles sales of Canon business products for the Northeastern United States. Canon business products include full-color as well as black-and-white copiers, printers, micrographics and image filing systems, facsimile machines, flatbed scanners and other specialized industrial products.

Customer orders are typically eight to 10 page documents that include the order itself, leasing documentation, service contract, sales tax exemption licenses, marketing coupons and sometimes other items. In the past, a sales administrator was responsible for gathering the documents, making four copies for use at the branch and headquarters, keyboarding information into the company's order entry system and shipping the package to headquarters. When we began the project, there was a two-year backlog of documents. Because there was no chance of obtaining the documents immediately, the service representative would have to tell the customer that he or she would call them back. For recent orders, the service representative would try to locate it in the storage room. This could take hours because of the large number of documents stored in this room. More commonly, the documents would have already been shipped to the records storage company and would take days to retrieve.

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