P3: Process Objective 3

Peopl

e

Financi

al

Internal Processes

CustomerrVision Statement

Mission:

People statement

Strategic Theme 2 Strategic Theme 4Strategic Theme 1 Strategic Theme 3

F1: Financial Objective 1

F3: Financial Objective 3F2: Financial Objective 2

L1: Learning/People ObjectiveL2: Learning / People

Objective

L4: Learning / People Objective L5: Learning / People ObjectiveL3: Learning / People Objective

F0: Top Financial Objective (Tab F0_1,

C1: Customer Objective 1

P2: Process Objective

P1: Process Objective

C3: Customer Objective 3

P8: Process Objective

P9: Process Objective

P10: Process Objective

P7: Process Objective

P4: Process Objective

C2: Customer Objective 2

P6: Process Objective

P5: Process Objective P11: Process Objective

C4: Customer Objective 4.

Navigation: Click globe to return to strategy mapF0 - Financial Measures As of: Nov-03

Next Update: Dec-03

Owner:

Objective: << Need to insert objective statement here>>

Measure:

Year Savings* Measure: Notes

Q1 2002 9.2% 10.2% **BASELINE

Q1 2003 9.6% 10.2%Q2 2003 9.6% 10.3%Q3 2003 9.5% 10.4%Q4 2003Q1 2004Q2 2004Q3 2004Q4 2004

KeyInitiatives:

F0: Financial Measure

Q1 2002

Q1 2003

Q2 2003

Q3 2003

Q4 2003

Q1 2004

Q2 2004

Q3 2004

Q4 2004

0.0%

2.0%

4.0%

6.0%

8.0%

10.0%

12.0%

14.0%

16.0%

18.0%

20.0%

Measure Savings* Measure: Column E

------------------------------------------------------------------------------------Target 10%

------------------------------------------------------------------------------------Target 11.5%

F0.2 Measu

re

F0.1Measu

re

Navigation: Click globe to return to strategy mapF0 - Financial Measures As of: Sep-03

Next Update: Dec-03

Owner:

Objective: << Need to insert objective statement here>>

Measure:

Year Aggregate Target Aggregate Actuals Notes Notes

YE 2002 3.27% **BASELINE

Q1 2003 3.18% 3.29% Mainly due to less than expected CU net income

Q2 2003 3.19% 3.23%Q3 2003 3.34%Q4 2003 3.41%Q1 2004Q2 2004Q3 2004Q4 2004

KeyInitiatives:

F0: Finacial Measuree

YE 2002 Q1 2003 Q2 2003 Q3 2003 Q4 2003 Q1 2004 Q2 2004 Q3 2004 Q4 2004

0.00%

0.50%

1.00%

1.50%

2.00%

2.50%

3.00%

3.50%

4.00%

4.50%

5.00%

CMG Net Income Impact on CUs Aggregate Target Aggregate Actuals

Long TermTarget

-------------------------------------------------------------------------------------------------4%

F0.1Measu

re

F0.2 Measu

re

Navigation: Click globe to return to strategy mapF1 - Financial Measures As of: Oct-03

Next Update: Nov-03

Owner: Objective:

Measure:

Date Target Actual NotesJan-03 No specific data for January

Feb-03 1.0 1.0 Cumulative figure for Jan&Feb

Mar-03 2.0 2.0 Cumulative figure for Jan,Feb,Mar

Apr-03 3.0 3.0 Cumulative figure for Jan - Apr

May-03 4.0 4.0 Cumulative figure for Jan - May

Jun-03 5.0 5.0 Cumulative figure for Jan - Jun

Jul-03 6.0 6.0 Cumulative figure for Jan - Jul

Aug-03 7.0 7.0 Cumulative figure for Jan - Aug

Sep-03 8.0 8.0 Cumulative figure for Jan - Sep

Oct-03 9.0 9.0 Cumulative figure for Jan - Oct

Nov-03 10.0 10.0Dec-03 11.0 12.0

What do the results of this quarter/month indicate?Why did we meet or miss the target?What is the trend?Why are we seeing this trend?What plans do we have to meet the target?

KeyInitiatives:

F1.2 Measu

re

F1.1Measu

re

F1: Financial Measure

Feb-03 Mar-03 Apr-03 May-03 Jun-03 Jul-03 Aug-03 Sep-03 Oct-03 Nov-03 Dec-030.0

2.0

4.0

6.0

8.0

10.0

12.0

14.0Financial Measure Target Actual

$ M

illions

Navigation: Click globe to return to strategy mapF1 - Financial Measures As of: Sep-03

Next Update: Dec-03

Owner: Objective:

Measure:

Date Target Actual Notes1999 1.0% 2.00%2000 1.0% 2.00%2001 1.0% 2.00%2002 1.0% 2.00%2003 1.0% 2.00% Updated qtly based on forecasted

2004 1.0% operating gain.

2005 1.0%2006 1.0%2007 1.0%

What do the results of this quarter/month indicate?Why did we meet or miss the target?What is the trend?Why are we seeing this trend?What plans do we have to meet the target?

KeyInitiatives:

F1.1Op

Gain

F1: Financial Measure

1999 2000 2001 2002 2003 2004 2005 2006 20070.0%

0.5%

1.0%

1.5%

2.0%

2.5%

Operating ROE Target Actual

Annual

RO

E

--------------------------------------------------->__%=Target

F1.2 Op

ROE

Navigation: Click globe to return to strategy mapF2 - Financial Measures As of: Oct-03

Next Update: Nov-03

Owner:

Objective:

Measure:

Date Target Actual NotesOct-02 4.0% 5.0%Nov-02 4.0% 5.0%Jan-03 4.0% 5.0%Feb-03 4.0% 5.0%Mar-03 4.0% 5.0%Apr-03 4.0% 5.0%May-03 4.0% 5.0%Jun-03 4.0% 5.0%Jul-03 4.0% 5.0%

Aug-03 4.0% 5.0%Sep-03 4.0% 5.0%Oct-03 4.0% 5.0%Nov-03 4.0% 5.0%Dec-03 4.0% 5.0%

What do the results of this quarter/month indicate?Why did we meet or miss the target?What is the trend?Why are we seeing this trend?What plans do we have to meet the target?

KeyInitiatives:

0.0%

1.0%

2.0%

3.0%

4.0%

5.0%

6.0%

Financial Measure Target Actual

Op

era

tin

g R

eve

nu

e G

ro

wth

F2: Consistent revenue growth in excess of 10%

F3 - Financial Measures As of: Nov-03Next Update: Dec-03

Owner:

Objective:

Measure:

Date Monthly Target Actual NotesOct-02 12.0% 11.3%Nov-02 11.0% 9.9%Dec-02 10.0% 8.7%Jan-03 9.0% 9.4%Feb-03 8.0% 10.6%Mar-03 7.0% 9.7%Apr-03 6.0% 9.8%May-03 5.0% 9.1%Jun-03 4.0% 9.6%Jul-03 3.0% 9.0%

Aug-03 3.0% 9.4%Sep-03 3.0% 8.1%Oct-03 3.0% 9.3%Nov-03 3.0%Dec-03 3.0%

What do the results of this quarter/month indicate?Why did we meet or miss the target?What is the trend?Why are we seeing this trend?What plans do we have to meet the target?

KeyInitiatives:

F3: Financial Measure

6.0%

7.0%

8.0%

9.0%

10.0%

11.0%

12.0%

Measure

Monthly Target Actual

Unit Cost Aggregator

---------------------------------------------UNFAVORABLEFAVORABLE

Target

Navigation: Click globe to return to strategy mapC1 - Customer Measures As of: Sep-03

Next Update: Dec-03

Owner: Objective:

Measure:

Date Target Actual NotesYE 2001 31.2Q1 2002 31.2 28.9

Q2 YTD 2002 31.2 31.5Q3 YTD 2002 31.2 32.2

YE 2002 31.2 32.7Q1 2003 32.7 32.6

Q2 YTD 2003 32.7 34.1Q3 YTD 2003 32.7 33.5

YE 2003 32.7

KeyInitiatives:

C1: Customer Objective

YE 2001 Q1 2002 Q2 YTD 2002

Q3 YTD 2002

YE 2002 Q1 2003 Q2 YTD 2003

Q3 YTD 2003

YE 200325.0

26.0

27.0

28.0

29.0

30.0

31.0

32.0

33.0

34.0

35.0

31.2

28.9

31.532.2

32.7 32.6

34.133.5

Customer Satisfaction Index Actual

Baseline------------------------------------------------------------------------------------------------------------- 32.7

Target

Navigation: Click globe to return to strategy mapC2 - Customer Measures As of: Sep-03

Next Update: Dec-03

Owner:

Objective:

Measure:

Date Target Actual NotesYE 2001 29.6Q1 2002 29.0 26.6

Q2 YTD 2002 29.0 30.4Q3 YTD 2002 29.0 30.6

YE 2002 29.0 30.9Q1 2003 30.0 29.9

Q2 YTD 2003 30.0 31.2Q3 YTD 2003 30.0 31.7

YE 2003 30.0

What do the results of this quarter/month indicate?Why did we meet or miss the target?What is the trend?Why are we seeing this trend?What plans do we have to meet the target?

KeyInitiatives:

Current Period

YE 2

001

Q1

2002

Q2

YTD 2

002

Q3

YTD 2

002

YE 2

002

Q1

2003

Q2

YTD 2

003

Q3

YTD 2

003

YE 2

003

26

27

28

29

30

31

32

33

34 Customer Excellence Actual

Target------------------------------30%

C2: Customer Objective

C2.2 Measu

re

C2.1Measu

re

CustomerLoyalty

Highly Likelyto

Recommend

Extremely Satisfiedwith

Total Performance

Highly Likely toBuy

Navigation: Click globe to return to strategy mapC2 - Customer Measures As of: Sep-03

Next Update: Dec-03

Owner:

Objective:

Measure:

Date Target Overall Large Medium Small NotesQ4 2002 4.6 4.8 5.1 3.8 **BASELINE

Q1 2003 4.6 4.8 5.2 3.8Q2 2003 4.6 4.8 5.2 3.8Q3 2003 4.6 4.7 5.1 3.8Q4 2003Q1 2004Q2 2004Q3 2004Q4 2004

KeyInitiatives:

C2: Customer Objective

C2.1Measu

reQ4 2002 Q1 2003 Q2 2003 Q3 2003 Q4 2003 Q1 2004 Q2 2004 Q3 2004 Q4 2004

0.0

1.0

2.0

3.0

4.0

5.0

6.0

Relationships per CU Target Overall LargeMedium Small

C2.2 Measu

re

Navigation: Click globe to return to strategy mapC3 - Customer Measures As of: Sep-03

Next Update: Dec-03

Owner: Objective:

Measure:

Date Target Actual NotesW1 2001 44.2 **BASELINE

W2 2001 44.8W3 2001 48.2 45.7Q1 2002 45.7 44.9 46.0Q2 2002 45.7 49.5 47.6Q3 2002 45.7 48.4 47.6Q4 2002 45.7 48.9 48.9Q1 2003 48.9 48.2 48.5Q2 2003 48.9 49.3 48.9Q3 2003 48.9 49.0 48.9

KeyInitiatives:

Rolling 3 quarter ave

C3: Customer Measure

W1 2001 W2 2001 W3 2001 Q1 2002 Q2 2002 Q3 2002 Q4 2002 Q1 2003 Q2 200341.0

42.0

43.0

44.0

45.0

46.0

47.0

48.0

49.0

50.0

44.244.8

48.2

44.9

49.5

48.448.9

48.2

49.3 49.0

Measure Actual

--------------------------------------------------------------------------------------------------------- 48.9Target

Navigation: Click globe to return to strategy mapC4 - Customer Measures As of: Jan-03

Next Update: Jul-03

Owner: Objective:

Measure:

Date Target Actual ResultQ3 2003 75% issues on track

GreenYellowRed

What do the results of this quarter/month indicate?Why did we meet or miss the target?What is the trend?Why are we seeing this trend?What plans do we have to meet the target?

KeyInitiatives:

C4: Customer Objective

Navigation: Click globe to return to strategy mapP1 - Process Measures As of: May-03

Next Update: Jul-03

Owner: Objective:

Measure:

Date Target Actual NotesQ4 2002 0.0 0.0Q1 2003 0.0 0.0Q2 2003 0.0 0.0Q3 2003 30.0Q4 2003 80.0Q1 2004 100.0Q2 2004 100.0Q3 2004 100.0Q4 2004 100.0

What do the results of this quarter/month indicate?Why did we meet or miss the target?What is the trend?Why are we seeing this trend?What plans do we have to meet the target?

KeyInitiatives:

P1: Build and effectively deploy an in-depth knowledge base of our

customers and markets

Navigation: Click globe to return to strategy mapP2 - Process Measures As of: Jan-03

Next Update: Jul-03

Owner: Objective:

Measure:KeyInitiatives:

P2:Process Objective

Navigation: Click globe to return to strategy mapP3 - Process Measures As of: Sep-03

Next Update: Dec-03

Owner: Objective:

Measure:

Date Target Actual Notes1999 4.4% ** BASELINE

2000 5.3%2001 8.4%2002 10.0%2003 TBD 9.2% thru September

2004 TBD2005 TBD2006 TBD

KeyInitiatives:

P3: Process Measure

1999 2000 2001 2002 2003 2004 2005 2006

0

0.02

0.04

0.06

0.08

0.1

0.12

New Products Target

Actual

Navigation: Click globe to return to strategy mapP4 - Process Measures As of: Jan-03

Next Update: Jul-03

Owner: Mike Daubs Objective:

Measure: <<tbd>>

Date Plan/Target Actual NotesMar-02Jun-02Sep-02Dec-02Mar-03Jun-03Sep-03Dec-03Mar-04Jun-04Sep-04Dec-04

What do the results of this quarter/month indicate?Why did we meet or miss the target?What is the trend?Why are we seeing this trend?What plans do we have to meet the target?

KeyInitiatives:

P4: Process Objective

Navigation: Click globe to return to strategy mapP5 - Process Measures As of: Jan-03

Next Update: Jul-03

Owner: Objective:

Measure:

Date NotesMar-02Jun-02Sep-02Dec-02Mar-03Jun-03Sep-03Dec-03Mar-04Jun-04Sep-04Dec-04

What do the results of this quarter/month indicate?Why did we meet or miss the target?What is the trend?Why are we seeing this trend?What plans do we have to meet the target?

KeyInitiatives:

P5: Process Objective

Navigation: Click globe to return to strategy mapP6 - Process Measures As of: Jan-03

Next Update: Jul-03

Owner: Objective:

Measure:

Date Plan/Target Actual NotesMar-02Jun-02Sep-02Dec-02Mar-03Jun-03Sep-03Dec-03Mar-04Jun-04Sep-04Dec-04

What do the results of this quarter/month indicate? << revise graphic above as needed or create new one with wizard.. >>Why did we meet or miss the target?What is the trend?Why are we seeing this trend?What plans do we have to meet the target?

KeyInitiatives:

P6: Process Objective

Navigation: Click globe to return to strategy mapP7 - Process Measures As of: May-03

Next Update: Aug-03

Owner: Objective:

Measure:

DateOct-02 naNov-02 naDec-02 naJan-03 naFeb-03 naMar-03 6.0% 5.5% 1.7% 8.7%Apr-03 6.3% 5.5% 2.6% 8.0%May-03 6.5% 6.4% 2.3% 10.0%Jun-03 6.8% 6.7% 2.6% 10.2%Jul-03 7.1% 6.6% 2.6% 9.8%

Aug-03 7.4% 6.6% 2.5% 10.0%Sep-03 7.7% 7.2% 3.0% 10.6%Oct-03 7.9%Nov-03 8.2%Dec-03 8.5%

What do the results of this quarter/month indicate?Why did we meet or miss the target?What is the trend?Why are we seeing this trend?What plans do we have to meet the target?

KeyInitiatives:

Aggregate Target

Aggregate Actual

ProductActual

Other Prod Actual

P7: Process Objective

Oct-02 Nov-02 Dec-02 Jan-03 Feb-03 Mar-03 Apr-03 May-03 Jun-03 Jul-03 Aug-03 Sep-03 Oct-03 Nov-03 Dec-03

0.0%

2.0%

4.0%

6.0%

8.0%

10.0%

12.0%

14.0%

Target 8.5% ----------------------------------------------------------------------------Aggregate

Navigation: Click globe to return to strategy mapP8 - Process Measures As of: Nov-03

Next Update: Dec-03

Owner: Objective:

Measure:

Date Target NotesJan-03 80% 50%Feb-03 80% 47%Mar-03 80% 67%Apr-03 80% 61%May-03 80% 56%Jun-03 80% 67%Jul-03 80% 55%

Aug-03 80% 70%Sep-03 80% 65%Oct-03 80% 75%Nov-03 80%Dec-03 80%

KeyInitiatives:

Comparison to Standard

Jan-03 Feb-03 Mar-03 Apr-03 May-03 Jun-03 Jul-03 Aug-03 Sep-03 Oct-03 Nov-03 Dec-03

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

50% 47%

67%61%

56%

67%

55%

70%65%

75%

Measure Comparison to Standard

Target--------------------------------------------------------------------------------------------------------------80%

P8: Process Objective

Navigation: Click globe to return to strategy mapP9 - Process Measures As of: Sep-03

Next Update: Dec-03

Owner: Objective:

Measure:

Date Target Actual Notes

H1 2003Q3 2003

Q4 2003Q1 2004

Actual projects delivered that meet minimum criteria!Yellow - No target yet established

KeyInitiatives:

P9: Simplify, streamline and continuously improve

operational effectiveness

Navigation: Click globe to return to strategy mapP10 - Process Measures As of: Apr-03

Next Update: Jul-03

Owner: Objective:

Measure:

Date

BSC Completed

Notes

KeyInitiatives:

BSC Started Actual

Plan to Complete

Target (BSC Completed)

P10: Process Objective

Navigation: Click globe to return to strategy mapP11 - Process Measures As of: Jan-03

Next Update: Jul-03

Owner: Objective:

Measure:

Date Plan/Target Actual NotesQ1 2002Q1 2003Q2 2003Q3 2003Q4 2003Q1 2004Q2 2004Q3 2004Q4 2004

What do the results of this quarter/month indicate?Why did we meet or miss the target?What is the trend?Why are we seeing this trend?What plans do we have to meet the target?

KeyInitiatives:

P11: Process Objective

Navigation: Click globe to return to strategy mapL1 - Learning & Growth Measures As of: Nov-03

Next Update: Jan-03

Owner: Objective:

Measure:

Date Target Actual NotesQ1 2002 80.0%Q1 2003 80.0% 67.0%Q2 2003 80.0% 67.0%Q3 2003 80.0% 70.0%Q4 2003 80.0%Q1 2004 80.0%Q2 2004 80.0%Q3 2004 80.0%Q4 2004 80.0%

What do the results of this quarter/month indicate?Why did we meet or miss the target?What is the trend?Why are we seeing this trend?What plans do we have to meet the target?

KeyInitiatives:

L1: Learning Objective

Q1 2002

Q1 2003

Q2 2003

Q3 2003

Q4 2003

Q1 2004

Q2 2004

Q3 2004

Q4 2004

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%

Satisfaction Target

Actual

Su

rvey

Rat

e

Navigation: Click globe to return to strategy mapL2 - Learning & Growth Measures As of: Nov-03

Next Update: Jan-03

Owner: Objective:

Measure:

Date Target Actual NotesQ1 2002 75.0%Q1 2003 80.0% 75.0%Q2 2003 80.0% 77.0%Q3 2003 80.0% 74.0%Q4 2003 80.0%Q1 2004 80.0%Q2 2004 80.0%Q3 2004 80.0%Q4 2004 80.0%

What do the results of this quarter/month indicate?Why did we meet or miss the target?What is the trend?Why are we seeing this trend?What plans do we have to meet the target?

KeyInitiatives:

L2: Learning and Growth

Q1 2002 Q1 2003 Q2 2003 Q3 2003 Q4 2003 Q1 2004 Q2 2004 Q3 2004 Q4 2004

50.0%55.0%60.0%65.0%70.0%75.0%80.0%85.0%90.0%95.0%

100.0%

Effectiveness Target

Actual

Su

rvey

Rat

e

Navigation: Click globe to return to strategy mapL3 - Learning & Growth Measures As of: Nov-03

Next Update: Jan-03

Owner: Objective:

Measure:

Date Target Actual NotesQ1 2002 71.0% 2002 Culture Assessment

Q1 2003 80.0% 72.0% Below Target

Q2 2003 80.0% 70.0%Q3 2003 80.0% 78.0%Q4 2003 80.0%Q1 2004 80.0%Q2 2004 80.0%Q3 2004 80.0%Q4 2004 80.0%

What do the results of this quarter/month indicate?Why did we meet or miss the target?What is the trend?Why are we seeing this trend?What plans do we have to meet the target?

KeyInitiatives:

Q1 2002 Q1 2003 Q2 2003 Q3 2003 Q4 2003 Q1 2004 Q2 2004 Q3 2004 Q4 2004

50.0%55.0%60.0%65.0%70.0%75.0%80.0%85.0%90.0%95.0%

100.0%

Employee Development Target

Actual

Su

rvey

Rat

e

L3: Learning and Growth

Navigation: Click globe to return to strategy mapL4 - Learning & Growth Measures As of: Nov-03

Next Update: Jan-03

Owner: Objective:

Measure:

Date Target Actual NotesQ1 2002 81.0%Q1 2003 80.0% 82.0%Q2 2003 80.0% 82.0%Q3 2003 80.0% 74.0%Q4 2003 80.0%Q1 2004 80.0%Q2 2004 80.0%Q3 2004 80.0%Q4 2004 80.0%

What do the results of this quarter/month indicate?Why did we meet or miss the target?What is the trend?Why are we seeing this trend?What plans do we have to meet the target?

KeyInitiatives:

L4: Learning and Growth

Q1 2002 Q1 2003 Q2 2003 Q3 2003 Q4 2003 Q1 2004 Q2 2004 Q3 2004 Q4 200450.0%

60.0%

70.0%

80.0%

90.0%

100.0%

Performance Target

Actual

Su

rvey

Rat

e

Navigation: Click globe to return to strategy mapL5 - Learning & Growth Measures As of: Nov-03

Next Update: Jan-03

Owner: Objective:

Measure:

Date Target Actual NotesQ1 2002 80.0% 2002 Culture Assessment

Q1 2003 80.0% 68.0% Below Target

Q2 2003 80.0% 69.0%Q3 2003 80.0% 67.0%Q4 2003 80.0%Q1 2004 80.0%Q2 2004 80.0%Q3 2004 80.0%Q4 2004 80.0%

What do the results of this quarter/month indicate?Why did we meet or miss the target?What is the trend?Why are we seeing this trend?What plans do we have to meet the target?

KeyInitiatives:

L5: Learning and Growth Objective

Q1 2002 Q1 2003 Q2 2003 Q3 2003 Q4 2003 Q1 2004 Q2 2004 Q3 2004 Q4 200450%

60%

70%

80%

90%

100% Measure

Target

Actual

Su

rvey

Rat

e