P&G managers realized they needed to improve the total ordering process, starting with
pricing policies and practices. Improving ordering quality required a simpler pricing structure that
customers could both understand and track in their systems. A new pricing structure, introduced by
Durk Jager, EVP responsible for all U.S. operations, dramatically simplified expansion of the new
OSB system capabilities and represented a significant change in corporate strategy and policies.
Pricing policy changes were critical for improving consumer value and building brand loyalty and
facilitated expansion of the OSB systems to allow improvements in billing accuracy and reductions
in invoice deductions. The combination of pricing policy changes and systems improvements
benefited both P&G and channel customers.