Excerpt of case study:
Before paying a vendor invoice, Accounts Payable (A/P) required an approval from the internal customer that had ordered the product or service. Large invoices also required additional executive sign-offs based on a dollar-value approval hierarchy.
The A/P department, with a staff of 17 people, was responsible for securing the approvals before issuing payment. Because the company had offices across a four-block area with the approving departments in various locations, paper copies of invoices, and usually copies of the copies as well, were sent via the internal mail system.
Internal customer responsiveness was such that getting an invoice approved for payment took an average of 30-45 days. A/P personnel averaged 3-10 phone calls and emails per invoice to get the required approvals… Read full case study.