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France Telecom Group Restricted
IBNF OperationsDecember 2011
Page 2France Telecom Group Restricted
balanced scorecard
BALANCED SCORECARD
CATEGORY INITIATIVES OBJECTIVES MEASURES TARGETS October November December 3 MONTH AVERAGE
6 MONTH AVERAGE
SENIOR MANAGEMENT Monthly Actuals - DOY01 2 2 2 2 2OPM Monthly Actuals - DOY02 14 14 14 14 14
HEADCOUNT Monitor HR PIMs Data ETEC Monthly Actuals - DOY12 34 33 33 33 34ENTMC Monthly Actuals - DOY22 143 144 143 143 144eSMC Monthly Actuals - DOY24 68 69 71 69 69TOTAL 261 262 263
OPM Monthly Actuals - DOY02 € 39,993 € 44,720 € 59,664 € 48,126 € 45,096
FINANCIAL Monitor Actual Finance Data ETEC Monthly Actuals - DOY12 € 229,447 € 285,415 € 263,707 € 259,523 € 263,707
ENTMC Monthly Actuals - DOY22 € 195,370 € 172,497 € 215,141 € 194,336 € 168,868eSMC Monthly Actuals - DOY24 € 437,564 € 446,550 € 463,777 € 449,297 € 424,149
Total Cases, Sub-cases, and Changes Cases, Sub-Cases, Changes, Configs >6,000 6,327 5,799 6,385 6,170 6,610
Elements Element Counts >160,000 205,591 205,591 205,591 205,591 205,591
Cost Per Element Cost per Element <6.50 € 4.39 € 4.62 € 4.88 € 4.63 € 4.30
PRODUCTIVITY Monitor Monthly Productivity Reports
Cases, Sub-cases, Changes Per Element
Cases, Sub-Cases, Changes, Configs per Element
<0.06 0.0308 0.0282 0.0311 0.0300 0.0321
Cost Per Case/Sub-Case/Change Cost per Case, Sub-Case, Change, Config <135 € 143 € 164 € 157 € 155 € 135
Cases, Sub-cases, Changes Per Head Cases, Sub-Cases, Changes, Configs per Head >20 24.24 22.13 24.28 23.55 € 25.17
Cost Per Head Cost per Head <5,000 € 3,457 € 3,623 € 3,811 € 3,630 € 3,364
OPM Employee Retention 98% 100% 100% 100% 100% 100%EMPLOYEES Training and Career Growth Employee Satisfaction ETEC Employee Retention 98% 100% 100% 100% 100% 100%
ENTMC Employee Retention 98% 99.995% 99.993% 99.993% 99.99% 99.48%
Customer Satisfaction Target Q1 11 Q2 11 Q3 11 Average GapAverage of Sat: Overall Service & Solution Technical Performance 8.5 8.21 7.95 8.07 8.08 0.43
CUSTOMERS Customer Centric InitiativesAverage of Sat: Performance: Service
availability8.5 8.35 8.35 8.32 8.34 0.18
Average of Sat: Performance: Service reliability
Quarterly customer satisfaction numbers and the goal is to reach 8.5
8.5 8.25 8.28 8.19 8.24 0.31
Average of Sat: Performance: End-to-end responsibility for the solution 8.5 8.02 7.77 8.07 7.95 0.43
Average of Sat: Overall satisfaction Network Services 8.5 8.23 8.08 8.19 8.17 0.31
Average of Sat: Overall Service & Solution Technical Performance Network
Services8.5 8.32 8.16 8.27 8.25 0.23
Page 3France Telecom Group Restricted
yearly averages
Costs
1,364,417
948,917 1,014,583890,167 853,167 882,279
772,892
0
200,000
400,000
600,000
800,000
1,000,000
1,200,000
1,400,000
1,600,000
2005 2006 2007 2008 2009 2010 2011
Cost per Case
€ 164
€ 127 € 123€ 109
€ 91 € 96
€ 125
€ 0
€ 20
€ 40
€ 60
€ 80
€ 100
€ 120
€ 140
€ 160
€ 180
2005 2006 2007 2008 2009 2010 2011
Cost per Element
€ 9.00
€ 5.72€ 5.08 € 5.45
€ 4.49€ 3.76
€ 4.29
€ 0.00
€ 1.00
€ 2.00
€ 3.00
€ 4.00
€ 5.00
€ 6.00
€ 7.00
€ 8.00
€ 9.00
€ 10.00
2005 2006 2007 2008 2009 2010 2011
Cost per Head
€ 4,117 € 4,193€ 3,749 € 3,557
€ 3,123
€ 5,408
€ 3,380
€ 0
€ 1,000
€ 2,000
€ 3,000
€ 4,000
€ 5,000
€ 6,000
2005 2006 2007 2008 2009 2010 2011
Page 4France Telecom Group Restricted
yearly averages
Cases Per Head
33.74 32.7634.36
39.20
32.56
27.70
34.91
0
5
10
15
20
25
30
35
40
45
2005 2006 2007 2008 2009 2010 2011
Headcount
256
230
242237
240
249
261
210215220225230235240245250255260265
2005 2006 2007 2008 2009 2010 2011
Cases
8,454
7,5488,318 8,224
9,407
7,228
8,071
0
1,000
2,000
3,000
4,000
5,000
6,000
7,000
8,000
9,000
10,000
2005 2006 2007 2008 2009 2010 2011
Cases per Element
0.04550.0414
0.0505 0.0494
0.03930.0352
0.0529
0
0.01
0.02
0.03
0.04
0.05
0.06
2005 2006 2007 2008 2009 2010 2011
Page 5France Telecom Group Restricted
CSAT
CSAT
7.47.57.67.77.87.9
88.18.28.38.4
Average ofOverall Sat:Service &SolutionTechnical
Performance
Average ofPerformanceSat: Serviceavailability
Average ofPerformanceSat: Servicereliability
Average ofPerformanceSat: End-to-
endresponsibility
for thesolution
Average ofServices Sat:
NetworkServices
Average ofSat: OverallService &SolutionTechnical
PerformanceNetworkServices
Q1 11
Q2 11
Q3 11
Customer Satisfaction Q1 11 Q2 11 Q3 11 Average GapAverage of Overall Sat: Service & Solution Technical Performance 8.21 7.95 8.07 8.07 0.43
Average of Performance Sat: Service availability 8.35 8.35 8.32 8.34 0.16
Average of Performance Sat: Service reliability 8.25 8.28 8.19 8.24 0.26
Average of Performance Sat: End-to-end responsibility for the solution 8.02 7.77 8.07 7.95 0.55Average of Services Sat: Network Services 8.23 8.08 8.19 8.17 0.33
Average of Sat: Overall Service & Solution Technical Performance Network Services 8.32 8.16 8.27 8.26 0.24
Page 6France Telecom Group Restricted
headcount
December 2010 - December 2011
258257
258256
259
265263
264265
260261
262 263
250252254256258260262264266
January 2009 - December 2011
210
220
230
240
250
260
270
2009 2010 2011
Page 7France Telecom Group Restricted
cases, sub-cases, changes, configsDecember 2010 - December 2011
6,667 6,5056,892
10,322
7,372
8,3997,586
6,881
7,4106,856 6,327 5,799 6,385
0
2,000
4,000
6,000
8,000
10,000
12,000
Decem
ber
Janu
ary
Febru
ary
March
April
MayJu
ne July
Augus
t
Septem
ber
Octobe
r
Novem
ber
Decem
ber
January 2009 - December 2011
0
2,000
4,000
6,000
8,000
10,000
12,000
Janu
ary
Febr
uary
Mar
chA
pril
May
June
July
Aug
ust
Sep
tem
ber
Oct
ober
Nov
embe
rD
ecem
ber
Janu
ary
Febr
uary
Mar
chA
pril
May
June
July
Aug
ust
Sep
tem
ber
Oct
ober
Nov
embe
rD
ecem
ber
Janu
ary
Febr
uary
Mar
chA
pril
May
June
July
Aug
ust
Sep
tem
ber
Oct
ober
Nov
embe
rD
ecem
ber
2009 2010 2011
Page 8France Telecom Group Restricted
cases, sub-cases, changes, configs per headDecember 2010 - December 2011
25.84 25.31 26.71
40.32
28.4631.69
28.8426.06 27.96 26.37 24.24 22.13
24.28
0.005.0010.0015.0020.0025.0030.0035.0040.0045.00
January 2009 - December 2011
0.005.00
10.0015.0020.0025.0030.0035.0040.0045.0050.00
Janu
ary
Febr
uary
Mar
chAp
rilM
ayJu
neJu
lyAu
gust
Sept
embe
rO
ctob
erN
ovem
ber
Dec
embe
rJa
nuar
yFe
brua
ryM
arch
April
May
June
July
Augu
stSe
ptem
ber
Oct
ober
Nov
embe
rD
ecem
ber
Janu
ary
Febr
uary
Mar
chAp
rilM
ayJu
neJu
lyAu
gust
Sept
embe
rO
ctob
erN
ovem
ber
Dec
embe
r
2009 2010 2011
Page 9France Telecom Group Restricted
cases, sub-cases, changes, configs per elementDecember 2010 - December 2011
0.0324 0.0316 0.0335
0.0502
0.03590.0409
0.03690.0335 0.0360 0.0333 0.0308
0.02820.0311
0.0000
0.0100
0.0200
0.0300
0.0400
0.0500
0.0600
Decem
ber
Janu
ary
Febru
ary
March
April
MayJu
ne July
Augus
t
Septem
ber
Octobe
r
Novem
ber
Decem
ber
January 2009 -December 2011
0.0000
0.0100
0.0200
0.0300
0.0400
0.0500
0.0600
0.0700
Janu
ary
Febr
uary
Mar
chAp
rilM
ayJu
neJu
lyAu
gust
Sept
embe
rO
ctob
erN
ovem
ber
Dec
embe
rJa
nuar
yFe
brua
ryM
arch
April
May
June
July
Augu
stSe
ptem
ber
Oct
ober
Nov
embe
rD
ecem
ber
Janu
ary
Febr
uary
Mar
chAp
rilM
ayJu
neJu
lyAu
gust
Sept
embe
rO
ctob
erN
ovem
ber
Dec
embe
r
2009 2010 2011
Page 10France Telecom Group Restricted
cost per head
January 2009 - December 2011
0500
10001500200025003000350040004500
Janu
ary
Febr
uary
M
arch
April
May
June
July
Augu
stSe
ptem
ber
Oct
ober
Nov
embe
rD
ecem
ber
Janu
ary
Febr
uary
Mar
chAp
rilM
ayJu
neJu
lyAu
gust
Sept
embe
rO
ctob
erN
ovem
ber
Dec
embe
rJa
nuar
yF
ebru
ary
Mar
chAp
rilM
ayJu
neJu
lyAu
gust
Sept
embe
rO
ctob
erN
ovem
ber
Dec
embe
r
2009 2010 2011
December 2010 - December 2011
3,194 3,1993,532
3,829
3,220 3,232 3,361 3,319 3,0932,883
3,457 3,6233,811
0500
1,0001,5002,0002,5003,0003,5004,0004,500
Decem
ber
Janu
ary
Febru
ary
March
April
MayJu
ne July
Augus
t
Septem
ber
Octobe
r
Novem
ber
Decem
ber
Page 11France Telecom Group Restricted
cost per case, sub-case, change, configDecember 2010 - December 2011
132
95
117124 126113
102
127111 109
143164 157
020406080
100120140160180
Decem
ber
Janu
ary
Febru
ary
March
April
MayJu
ne July
Augus
t
Septem
ber
Octobe
r
Novem
ber
Decem
ber
January 2009 - December 2011
020406080
100120140160180
Janu
ary
Febr
uary
Mar
chAp
rilM
ayJu
neJu
lyAu
gust
Sept
embe
rO
ctob
erN
ovem
ber
Dec
embe
rJa
nuar
yFe
brua
ryM
arch
April
May
June
July
Augu
stSe
ptem
ber
Oct
ober
Nov
embe
rD
ecem
ber
Janu
ary
Febr
uary
Mar
chAp
rilM
ayJu
neJu
lyAu
gust
Sept
embe
rO
ctob
erN
ovem
ber
Dec
embe
r
2009 2010 2011
Page 12France Telecom Group Restricted
cost per element
January 2009 - December 2011
0.00
1.00
2.00
3.00
4.00
5.00
6.00
Janu
ary
Febr
uary
Mar
chAp
rilM
ayJu
neJu
lyAu
gust
Sept
embe
rO
ctob
erN
ovem
ber
Dec
embe
rJa
nuar
yFe
brua
ryM
arch
April
May
June
July
Augu
stSe
ptem
ber
Oct
ober
Nov
embe
rD
ecem
ber
Janu
ary
Febr
uary
Mar
chAp
rilM
ayJu
neJu
lyAu
gust
Sept
embe
rO
ctob
erN
ovem
ber
Dec
embe
r
2009 2010 2011
December 2010 - December 2011
4.01
4.00
4.434.77
4.06
4.17 4.30
4.26
3.99
3.654.39 4.62
4.87
0.00
1.00
2.00
3.00
4.00
5.00
6.00
Decem
ber
Janu
ary
Febru
ary
March
April
MayJu
ne July
Augus
t
Septem
ber
Octobe
r
Novem
ber
Decem
ber
Page 13France Telecom Group Restricted
costsDecember 2010 - December 2011
0
200,000
400,000
600,000
800,000
1,000,000
1,200,000
Decem
ber
Janu
ary
Febru
ary
March
April
MayJu
ne July
Augus
t
Septem
ber
Octobe
r
Novem
ber
Decem
ber
January 2009 - December 2011
0
200,000
400,000
600,000
800,000
1,000,000
1,200,000
Janu
ary
Febr
uary
Mar
chAp
rilM
ayJu
neJu
lyA
ugus
tSe
ptem
ber
Oct
ober
Nov
embe
rD
ecem
ber
Janu
ary
Febr
uary
Mar
chAp
rilM
ayJu
neJu
lyA
ugus
tSe
ptem
ber
Oct
ober
Nov
embe
rD
ecem
ber
Janu
ary
Febr
uary
Mar
chAp
rilM
ayJu
neJu
lyA
ugus
tSe
ptem
ber
Oct
ober
Nov
embe
rD
ecem
ber
2009 2010 2011