Bart Frankel Named CMA Educator of the Year

Congratulations to Bart Frankel, who was named as the 2017 CMA Educator of the Year by CMA Members.

Bart Frankel is recognized as a longtime expert in the credit and collections field. He does various webinars, presentations and specialized training for members of CMA as well as for the companies he has worked for. He teaches the Six Steps in Phone Power Collections, a program that resonates well with anyone in the credit profession, regardless of experience level. His experience runs deep over the past 35+ years.

He is sincere and conscientious during his training sessions, and looks forward to presenting the topic in May to CMA members via webinar.

Congratulations go out to Bart!

The CMA Educator of the Year Award was presented during the Annual Meeting portion of the CreditScape Spring Summit in Garden Grove, CA on April 12.

CMA Announces New Collections Webinar Series

CMA is proud to announce a new series of three webinars that will focus on tips and tricks you can use in your business to improve your collections results. The webinars, which are sponsored by CMA’s collections partner AG Adjustments will feature practical advice from a few of CMA’s most popular speakers: Bart Frankel, Dave Osburn and Greg Powelson.

Dates (and session descriptions) can be accessed under the links below:

The webinars are highly interactive, and are geared towards credit professionals with all levels of skills. We hope you’ll participate.

For more information about CMA’s education program, and a complete schedule of events, click here.

How Collections Fits in the “Order-to-Cash” Cycle, by Bart Frankel

Following is an excerpt from my workshop at the upcoming CreditScape Summit and Workshops in Sonoma, CA, Sept. 22-23. I sincerely look forward to meeting many of you at the event to discuss this in much more detail.
First let’s define the Order-to-Cash Cycle (O2CC). It can be defined in an 11-step process as follows:

  • The sales call
  • The credit check
  • Contract payment terms and conditions
  • Order entry
  • Shipping
  • Billing
  • Legal action
  • Cash Application
  • Customer Statements
  • Customer payment history

“Collections” is in capital letters because, without it, the majority part of the cash flow process would not be as successful as it should be. The “Sixth Step of the Collection Process” in Phone Power Collections is the nucleus of the other 10 functions of O2CC. If any of these functions go wrong, it would be the responsibility of the Collection Process, not only to fix itself, but to also fix the other 10 steps to make the O2CC process more efficient. No process is perfect, but we all have the responsibility to strive for perfection through best business practices of the O2CC process.
For example:

If the sales department is quoting 45-day payment terms, when in fact your organization’s payment terms are 30 days, then the collections department needs to meet with the sales department to ensure the correct payment terms are quoted to the customer. If the sales department makes a “special deal” with a particular customer for a 60-day payment, then the sales department needs to get prior approval from the finance department and then notify the legal department about the special payment terms for contract purposes.

If order entry is not putting the Purchase Order number on the order sheet for the billing department to put it on the customer invoice, this would be a good excuse for the customer not to pay if this is a customer requirement.

Similarly, if shipping continues to short or over ship items to the customer, this will cause lost revenue or delayed collection. In this case, procedures need to be tightened up in shipping to minimize over and short shipping.

In cash application, if there is a big backlog in unapplied cash, the customer would not receive an accurate customer statement and not pay timely until all unapplied cash to their account is posted. Likewise, all customer statements must be mailed out two days after the month-end closing to ensure timely review, by the customer, for accuracy on their statements.

I look forward to sharing the rest of this presentation with you at the upcoming CreditScape conference in Sonoma this September.

Each of these points and more will be discussed in-depth at the upcoming CreditScape Summit and Workshops in Sonoma, CA on September 22-23, 2016. Come to CreditScape, learn from experts and peers who have done this, share you own experiences with others. For more information, visit

Bart Frankel is a professional speaker who was responsible for a $7 billion Order-to-Cash process when he was the Manager of Financial Services for the Pratt & Whitney Division of United Technologies for more than 20 years.

Other related articles:

Coming Soon: How to Implement the Elements of High-Performing Credit Departments

We work in a “do more with less” world. Practitioners in the credit department are impacted more than most. Dedication to process improvement is the only way to achieve high-performance results in the face of ever-shrinking budgets.

At CMA, we’ve had numerous conversations and phone calls from members who tell us that they are trying to do more with less, or that their departments have been downsized. As a response to those conversations, CMA has created an event that is designed to help credit managers with all levels of experience and expertise to leverage the knowledge and experiences of practitioners who have implemented elements of high-performing credit departments, with a complete 360-degree overview of why, when and how to implement those elements to help your department achieve its maximum performance.

The 2016 CreditScape Fall Summit and Workshops, powered by United TranzActions, will feature two days of workshop training, expert practical and legal advice, and networking with other credit professionals. The goal of CreditScape is to provide an opportunity for credit practitioners at all levels of experience and expertise to come together to solve problems and provide solutions for their real-world issues they face at work.

Over the next few days, three of our panel and workshop moderators for the event, Robert Shultz, Bart Frankel and Paul Beretz, will be guest blogging about the cash-to-cash cycle, how to get to “yes” in credit decisioning, and how collections fits into the cash-to-cash cycle.

We invite you to join Robert, Bart and Paul at the Fall CreditScape Summit and Workshops, powered by UTA, September 22-23, 2016 at the Doubletree by Hilton Sonoma (or view the website at , and to read their blogs, as the information you’ll receive can help you save time and resources in the long run.

What elements of the high-performing credit department are you the most interested in learning about? We welcome your feedback.

Other related articles:

CMA Announces CreditScape 2016 Fall Summit and Workshops Schedule

For those credit professionals who are interested in implementing process improvements in their credit departments, striving for a high-performing credit operation, you won’t want to miss the CreditScape Fall Summit, powered by UTA, September 22-23, 2016 in Sonoma, CA.

We work in a “do more with less” world. Practitioners in the CreditScape are impacted more than most. Dedication to process improvement is one of the only ways to achieve high-performance results in the face of ever-shrinking budgets. The CreditScape Fall Summit provides a powerful opportunity to hear from highly successful credit experts and share decidedly effective best-practices with credit colleagues from a wide range of companies and industries.

Experience CMA’s unique, highly-rated event that balances a mixture of subject-matter expertise, peer-to-peer experience, and credit industry solution providers in a safe, facilitated workshop setting. CreditScape gives attendees an opportunity to identify problems and formulate solutions that can be taken back to the office. There is no substitute for the value of sharing real-world experiences with peers outside your company and outside your industry.

Following is the schedule of events, speakers and sessions for CreditScape:

Thursday, September 22

8:00 – 9:30 AM Bonus pre-conference Maximize Your Membership session

Instructor: CMA Staff

Learn from CMA staff how you can be sure that you’re maximizing your CMA membership investment by using all of the applicable services that can help your credit department.

10:00 – 10:30 AM: Intro – Cash-to-Cash: What is it and why does it matter?
Facilitator: Bob Shultz

Whether they realize it or not, credit and collection managers have an impact on the entire cash-to-cash cycle. 30-year credit veteran, consultant, and UCLA Extension instructor Bob Shultz will kick off the Fall Summit with an explanation of the cash to cash cycle, then lead attendees through workshop exercises designed to help benchmark their own processes.

10:30 AM-NOON – The Role of the Credit Department from the Viewpoint of a CFO
Facilitator: Bob Shultz
Panelists: CFOs, VP of Finance, Treasurer (TBD)

CFOs will discuss how they see the role of the Credit Manager in the cash-to-cash cycle, the greatest challenges they face, and their expectations of Credit Managers to address those challenges.

NOON-1:00 PM – Lunch

1:00-2:30 PM – What parts of the Cash-to-Cash process can you improve?
Facilitator: Bob Shultz
Panelists: Tim Cratty, CGCE, Director of Customer Financial Services, Jackson Family Wines; Tom Sacher, CCE, Director of Corporate Credit and Collections, Watsco; Kim Howard, West Coast Director of Credit, Cemex

Bob Shultz will lead a panel discussion with credit practitioners about what processes they have successfully improved, how, and report the winning results:
• Pre-checks for the Sales Department
• Automating new customer onboarding
• Metrics and reporting across department lines
• Quote: Pricing and Terms
• Sales Forecast
• Inventory to ship
• Accounts Payable
• Order Management
• Credit and AR management
• Invoice Admin
• Collection and Disputes
• Cash Admin
• Scoring model
• Portfolio analysis

2:45-4:15 PM – How do you get to “Yes”
Facilitator: Paul Beretz, CICE
Panelists: 2 Credit Professionals (TBD); Walter Trask, EVP, Comerica Bank

The Credit Manager’s job is to find a way to say “yes” to every credit sale. Bringing over 30 years of global experience in credit, finance, and management, Paul Beretz, CICE, will lead a panel of practitioners and other experts to discuss how they get to “yes” while protecting the company’s ability to get paid. Discussions will include:
• Payment processing/check guarantee
• UCCs
• Credit insurance
• Letters of Credit
• Spot factoring
• Alternative financing options
• Legal Enhancements/guarantees/escrow agreements

4:30-5:15 PM – Workshop Exercises

5:15-6:00 PM – Demo Marketplace

6:00-7:00 PM – Networking Reception

Friday, September 23

8:00-11:00 AM – Phone Power: 6 Steps to Collection Success
Facilitator: Bart Frankel

Bart Frankel was the highest-rated trainer at last year’s Fall Summit, and now he’s back in an expanded training program that will focus even more time on role-playing the toughest collection calls. As the Manager of Financial Services for the Pratt & Whitney Division of United Technologies for over 20 years, Bart was responsible for a $7 billion Order-to-Cash process. Participants will work with Bart and with each other to learn his highly successful 6-step process for getting paid. Bart’s advice is: improve processes early in the Order-to-Cash cycle to mitigate or even avoid collection efforts on the back end. This presentation is a must attend workshop for credit and collection teams!

11:00-12:30 PM – Using Third-Party Vendors to Create Efficiencies (Speed Networking event)

Meet in small groups with service providers whose offerings could allow your credit department to realize efficiencies in areas such as accounts receivable management, collections, payment processing, workflow management, cash application, and more. Service providers will lead the discussions in their areas of expertise. You choose the meetings and discussion topics around solutions that would help you and your company.

12:30-2:00 PM – Lunch and wrap-up session; share your takeaways!

NOTE: All speakers and contents of this program are subject to change. This schedule last updated August 1, 2016

To learn more about the conference and to register, visit  We hope to see you in Sonoma!

Phone Power: “The Psychological Advantage” to Improved Collections, by Bart Frankel

In my 20+ year career as a collector, I’ve learned that there are psychological advantages you have collecting your past dues that can separate you from the hundreds of other collectors trying to collect money from a delinquent account. From experience, I’ve developed a six-step process to improve my own collection techniques that does not follow the conventional thinking on collection but allows for “out of the box thinking” and is relevant for all levels of collectors covering from the “rookie collector” to a top collection expert.

Some of those steps involves a “partnership” with a delinquent account to eventually having them paying on time. Through this partnership/six step process, for example, (1) I never ask for money. I make my collection statement and wait for an open-ended statement from the delinquent account. (2) I also ensure professional office conduct before, during and after making the collection phone call.

I’ll be one of the speakers at the upcoming CreditScape Fall Summit, September 17-18, 2015 at the Tropicana in Las Vegas, where I’ll be discussing the full six-step process that has worked for me, and for dozens of other credit managers who I’ve shown the method to.

If you have any question please contact me at 860 668 2297 EST or email me at

I look forward to meeting you in Las Vegas.

Bart Frankel, who was Manager of Financial Service for the Pratt & Whitney Division of United Technologies for over 20 years, has been responsible for a $7 billion Order-to-Cash process. He will be speaking at the CreditScape Fall Summit, September 17-18, 2015 at the Tropicana in Las Vegas. For more information on the event, visit