Financial Customerr Vision Statement Mission: Strategic Theme 2 Strategic Theme 4 Strategic Theme 1 Strategic Theme 3 F1: Financial Objective 1 F3: Financial Objective 3 F2: Financial Objective 2 F0: Top Financial Objective (Tab F0_1, C1: Customer Objective 1 C3: Customer Objective 3 P7: Process Objective C2: Customer Objective 2 C4: Customer Objective 4. P3: Process Objective 3 People Internal Processes People statement L1: Learning/People Objective L2: Learning /People Objective L4: Learning /People Objective L5: Learning /People Objective L3: Learning /People Objective P2: Process Objective P1: Process Objective P8: Process Objective P9: Process Objective P10: Process Objective P4: Process Objective P6: Process Objective P5: Process Objective P11: Process ObjectiveNavigation: Click globe to return to strategy map F0 -Financial Measures As of: Nov-03 Next Update: Dec-03 Owner: Objective: << Need to insert objective statement here>> Measure: Key Initiatives: 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 2003 F0: Financial Measure 16.0% 18.0% 20.0% Measure Savings* Measure: F0.2 Measure F0.1 Measure Q1 2004 Q2 2004 Q3 2004 Q4 2004 0.0% 2.0% 4.0% 6.0% 8.0% 10.0% 12.0% 14.0% Q1 2002 Q1 2003 Q2 2003 Q3 2003 Q4 2003 Q1 2004 Q2 2004 Q3 2004 Q4 2004 ------------------------------------------------------------------------------------Target 10% ------------------------------------------------------------------------------------Target 11.5%Navigation: Click globe to return to strategy map F0 -Financial Measures As of: Sep-03 Next Update: Dec-03 Owner: Objective: << Need to insert objective statement here>> Measure: Key Initiatives: 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% F0: Finacial Measuree 4.00% 4.50% 5.00% CMG Net Income Impact on CUs Aggregate Target Aggregate Actuals Long Term Target -------------------------------------------------------------------------------------------------4% F0.1 Measure F0.2 Measure Q1 2004 Q2 2004 Q3 2004 Q4 2004 0.00% 0.50% 1.00% 1.50% 2.00% 2.50% 3.00% 3.50% YE 2002 Q1 2003 Q2 2003 Q3 2003 Q4 2003 Q1 2004 Q2 2004 Q3 2004 Q4 2004Navigation: Click globe to return to strategy map F1 -Financial Measures As of: Oct-03 Next Update: Nov-03 Owner: Objective: Measure: Key Initiatives: Date Target Actual Notes Jan-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 F1.2 Measure F1.1 Measure F1: Financial Measure 6.0 8.0 10.0 12.0 14.0 $ Millions Financial Measure Target Actual 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 10.0 Dec-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? 0.0 2.0 4.0 Feb-03 Mar-03 Apr-03 May-03 Jun-03 Jul-03 Aug-03 Sep-03 Oct-03 Nov-03 Dec-03 Navigation: Click globe to return to strategy map F1 -Financial Measures As of: Sep-03 Next Update: Dec-03 Owner: Objective: Measure: Key Initiatives: Date Target Actual Notes 1999 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% F1.1 Op Gain F1: Financial Measure 1.0% 1.5% 2.0% 2.5% ROE Operating ROE Target Actual --------------------------------------------------->__%=Target F1.2 Op ROE 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? 0.0% 0.5% 1999 2000 2001 2002 2003 2004 2005 2006 2007 AnnualNavigation: Click globe to return to strategy map F2 -Financial Measures As of: Oct-03 Next Update: Nov-03 Owner: Objective: Measure: Key Initiatives: Date Target Actual Notes Oct-02 4.0% 5.0% Nov-02 4.0% 5.0% Jan-03 4.0% 5.0% 5.0% 6.0% Operating Revenue Growth Financial Measure Target Actual F2: Consistent revenue growth in excess of 10% 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? 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? 0.0% 1.0% 2.0% 3.0% 4.0% 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 F3 -Financial Measures As of: Nov-03 Next Update: Dec-03 Owner: Objective: Measure: Key Initiatives: Date Monthly Target Actual Notes Oct-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% F3: Financial Measure 8.5% 9.0% 9.5% 10.0% 10.5% 11.0% 11.5% 12.0% Unit Cost Aggregator Measure Monthly Target Actual ---------------------------------------------UNFAVORABLE FAVORABLE Target 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? 6.0% 6.5% 7.0% 7.5% 8.0% 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 Navigation: Click globe to return to strategy map C1 -Customer Measures As of: Sep-03 Next Update: Dec-03 Owner: Objective: Measure: Key Initiatives: Date Target Actual Notes YE 2001 31.2 Q1 2002 31.2 28.9 Q2 YTD 2002 31.2 31.5 Q3 YTD 2002 31.2 32.2 YE 2002 31.2 32.7 Q1 2003 32.7 32.6 Q2 YTD 2003 32.7 34.1 Q3 YTD 2003 32.7 33.5 C1: Customer Objective 31.2 28.9 31.5 32.2 32.7 32.6 34.1 33.5 30.0 31.0 32.0 33.0 34.0 35.0 Customer Satisfaction Index Actual Baseline -------------------------------------------------------------------------------------------------------------32.7 Target YE 2003 32.7 25.0 26.0 27.0 28.0 29.0 YE 2001 Q1 2002 Q2 YTD 2002 Q3 YTD 2002 YE 2002 Q1 2003 Q2 YTD 2003 Q3 YTD 2003 YE 2003Navigation: Click globe to return to strategy map C2 -Customer Measures As of: Sep-03 Next Update: Dec-03 Owner: Objective: Measure: Key Initiatives: Date Target Actual Notes YE 2001 29.6 Current Period 34 Customer Excellence Actual C2: Customer Objective C2.2 Measure C2.1 Measure Q1 2002 29.0 26.6 Q2 YTD 2002 29.0 30.4 Q3 YTD 2002 29.0 30.6 YE 2002 29.0 30.9 Q1 2003 30.0 29.9 Q2 YTD 2003 30.0 31.2 Q3 YTD 2003 30.0 31.7 YE 2003 30.0 What do the results of this quarter/month indicate? What Why did we meet or miss the target? Why What is the trend? What Why are we seeing this trend? Why What plans do we have to meet the target? What 26 27 28 29 30 31 32 33 YE 2001 Q2 YTD 2002 YE 2002 Q2 YTD 2003 YE 2003 Target ------------------------------30% Customer Loyalty Highly Likely to Recommend Extremely Satisfied with Total Performance Highly Likely to Buy Navigation: Click globe to return to strategy map C2 -Customer Measures As of: Sep-03 Next Update: Dec-03 Owner: Objective: Measure: Key Initiatives: C2: Customer Objective C2.1 Measure Relationships per CU Target Overall Large C2.2 Measure Date Target Overall Large Medium Small Notes Q4 2002 4.6 4.8 5.1 3.8 **BASELINE Q1 2003 4.6 4.8 5.2 3.8 Q2 2003 4.6 4.8 5.2 3.8 Q3 2003 4.6 4.7 5.1 3.8 Q4 2003 Q1 2004 Q2 2004 Q3 2004 Q4 2004 0.0 1.0 2.0 3.0 4.0 5.0 6.0 Q4 2002Q1 2003Q2 2003Q3 2003Q4 2003Q1 2004Q2 2004Q3 2004Q4 2004 Medium SmallNavigation: Click globe to return to strategy map C3 -Customer Measures As of: Sep-03 Next Update: Dec-03 Owner: Objective: Measure: Key Initiatives: Date Target Actual Rolling 3 quarter ave Notes W1 2001 44.2 **BASELINE W2 2001 44.8 W3 2001 48.2 45.7 Q1 2002 45.7 44.9 46.0 Q2 2002 45.7 49.5 47.6 Q3 2002 45.7 48.4 47.6 Q4 2002 45.7 48.9 48.9 Q1 2003 48.9 48.2 48.5 Q2 2003 48.9 49.3 48.9 C3: Customer Measure 44.2 44.8 48.2 44.9 49.5 48.4 48.9 48.2 49.3 49.0 43.0 44.0 45.0 46.0 47.0 48.0 49.0 50.0 Measure Actual ---------------------------------------------------------------------------------------------------------48.9 Q3 2003 48.9 49.0 48.9 41.0 42.0 W1 2001 W2 2001 W3 2001 Q1 2002 Q2 2002 Q3 2002 Q4 2002 Q1 2003 Q2 2003Navigation: Click globe to return to strategy map C4 -Customer Measures As of: Jan-03 Next Update: Jul-03 Owner: Objective: Measure: Key Initiatives: Date Target Actual Result Q3 2003 75% issues on track Green Yellow Red C4: Customer Objective 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? Navigation: Click globe to return to strategy map P1 -Process Measures As of: May-03 Next Update: Jul-03 Owner: Objective: Measure: Key Initiatives: Date Target Actual Notes P1: Build and effectively deploy an in-depth knowledge base of our customers and markets Q4 2002 0.0 0.0 Q1 2003 0.0 0.0 Q2 2003 0.0 0.0 Q3 2003 30.0 Q4 2003 80.0 Q1 2004 100.0 Q2 2004 100.0 Q3 2004 100.0 Q4 2004 100.0 What do the results of this quarter/month indicate? quarter/month indicate? Why did we meet or miss the target? target? What is the trend? Why are we seeing this trend? What plans do we have to meet the target? target? Navigation: Click globe to return to strategy map P2 -Process Measures As of: Jan-03 Next Update: Jul-03 Owner: Objective: Measure: Key Initiatives: P2:Process ObjectiveNavigation: Click globe to return to strategy map P3 -Process Measures As of: Sep-03 Next Update: Dec-03 Owner: Objective: Measure: Key Initiatives: Date Target Actual Notes 1999 4.4% ** BASELINE 2000 5.3% P3: Process Measure New Products Target Actual 2001 8.4% 2002 10.0% 2003 TBD 9.2% thru September 2004 TBD 2005 TBD 2006 TBD 0.0% 2.0% 4.0% 6.0% 8.0% 10.0% 12.0% 1999 2000 2001 2002 2003 2004 2005 2006Navigation: Click globe to return to strategy map P4 -Process Measures As of: Jan-03 Next Update: Jul-03 Owner: Mike Daubs Objective: Measure: <> Key Initiatives: Date Plan/Target Actual Notes Mar-02 Jun-02 P4: Process Objective Sep-02 Dec-02 Mar-03 Jun-03 Sep-03 Dec-03 Mar-04 Jun-04 Sep-04 Dec-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? Navigation: Click globe to return to strategy map P5 -Process Measures As of: Jan-03 Next Update: Jul-03 Owner: Objective: Measure: Key Initiatives: Date Notes Mar-02 P5: Process Objective Jun-02 Sep-02 Dec-02 Mar-03 Jun-03 Sep-03 Dec-03 Mar-04 Jun-04 Sep-04 Dec-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? Navigation: Click globe to return to strategy map P6 -Process Measures As of: Jan-03 Next Update: Jul-03 Owner: Objective: Measure: Key Initiatives: Date Plan/Target Actual Notes Mar-02 Jun-02 P6: Process Objective Sep-02 Dec-02 Mar-03 Jun-03 Sep-03 Dec-03 Mar-04 Jun-04 Sep-04 Dec-04 What do the results of this quarter/month indicate? 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? Navigation: Click globe to return to strategy map P7 -Process Measures As of: May-03 Next Update: Aug-03 Owner: Objective: Measure: Key Initiatives: Date Aggregate Target Aggregate Actual Product Actual Other Prod Actual Oct-02 na Nov-02 na Dec-02 na P7: Process Objective 12.00% 14.00% Aggregate Actual Product… Other Prod Actual Jan-03 na Feb-03 na Mar-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? the results this quarter/month indicate? Why did we meet or miss the target? did we miss the target? What is the trend? the trend? Why are we seeing this trend? are we seeing this trend? What plans do we have to meet the target? plans have meet target? 0.00% 2.00% 4.00% 6.00% 8.00% 10.00% 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 Target 8.5% ----------------------------------------------------------------------------AggregateNavigation: Click globe to return to strategy map P8 -Process Measures As of: Nov-03 Next Update: Dec-03 Owner: Objective: Measure: Key Initiatives: Date Target Comparison to Standard Notes Jan-03 80% 50% Feb-03 80% 47% Mar-03 80% 67% 90% 100% Measure Comparison to Standard Target P8: Process Objective 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% 50% 47% 67% 61% 56% 67% 55% 70% 65% 75% 0% 10% 20% 30% 40% 50% 60% 70% 80% Jan-03 Feb-03 Mar-03 Apr-03 May-03 Jun-03 Jul-03 Aug-03 Sep-03 Oct-03 Nov-03 Dec-03 --------------------------------------------------------------------------------------------------------------80%Navigation: Click globe to return to strategy map P9 -Process Measures As of: Sep-03 Next Update: Dec-03 Owner: Objective: Measure: Key Initiatives: Date Target Actual Notes H1 2003 Q3 2003 P9: Simplify, streamline and continuously improve operational effectiveness Q4 2003 Q1 2004 Actual projects delivered that meet minimum criteria! Actual projects delivered that meet minimum criteria! teria! projecYellow -No target yet established Yellow target established Navigation: Click globe to return to strategy map P10 -Process Measures As of: Apr-03 Next Update: Jul-03 Owner: Objective: Measure: Key Initiatives: Date BSC Started Actual Plan to Complete BSC Completed Target (BSC Completed) Notes P10: Process ObjectiveNavigation: Click globe to return to strategy map P11 -Process Measures As of: Jan-03 Next Update: Jul-03 Owner: Objective: Measure: Key Initiatives: Date Plan/Target Actual Notes Q1 2002 Q1 2003 P11: Process Objective Q2 2003 Q3 2003 Q4 2003 Q1 2004 Q2 2004 Q3 2004 Q4 2004 What do the results of this quarter/month indicate? 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? Navigation: Click globe to return to strategy map L1 -Learning & Growth Measures As of: Nov-03 Next Update: Jan-03 Owner: Objective: Measure: Key Initiatives: Date Target Actual Notes Q1 2002 80.0% Q1 2003 80.0% 67.0% Q2 2003 80.0% 67.0% Q3 2003 80.0% 70.0% L1: Learning Objective 0.9 1.0 Satisfaction Target Actual 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? 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? 0.5 0.6 0.7 0.8 Q1 2002 Q1 2003 Q2 2003 Q3 2003 Q4 2003 Q1 2004 Q2 2004 Q3 2004 Q4 2004 Survey RateNavigation: Click globe to return to strategy map L2 -Learning & Growth Measures As of: Nov-03 Next Update: Jan-03 Owner: Objective: Measure: Key Initiatives: Date Target Actual Notes Q1 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% L2: Learning and Growth 0.9 0.9 1.0 1.0 Survey Rate Effectiveness Target Actual 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? 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? 0.5 0.6 0.6 0.7 0.7 0.8 0.8 Q1 2002 Q1 2003 Q2 2003 Q3 2003 Q4 2003 Q1 2004 Q2 2004 Q3 2004 Q4 2004 Navigation: Click globe to return to strategy map L3 -Learning & Growth Measures As of: Nov-03 Next Update: Jan-03 Owner: Objective: Measure: Key Initiatives: Date Target Actual Notes Q1 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% 0.9 1.0 1.0 Employee Development Target Actual L3: Learning and Growth 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? 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? 0.5 0.6 0.6 0.7 0.7 0.8 0.8 0.9 Q1 2002 Q1 2003 Q2 2003 Q3 2003 Q4 2003 Q1 2004 Q2 2004 Q3 2004 Q4 2004 Survey RateNavigation: Click globe to return to strategy map L4 -Learning & Growth Measures As of: Nov-03 Next Update: Jan-03 Owner: Objective: Measure: Key Initiatives: Date Target Actual Notes Q1 2002 81.0% Q1 2003 80.0% 82.0% Q2 2003 80.0% 82.0% Q3 2003 80.0% 74.0% L4: Learning and Growth 0.9 1.0 Performance Target Actual 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? 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? 0.5 0.6 0.7 0.8 Q1 2002 Q1 2003 Q2 2003 Q3 2003 Q4 2003 Q1 2004 Q2 2004 Q3 2004 Q4 2004 Survey RateNavigation: Click globe to return to strategy map L5 -Learning & Growth Measures As of: Nov-03 Next Update: Jan-03 Owner: Objective: Measure: Key Initiatives: Date Target Actual Notes Q1 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% L5: Learning and Growth Objective 80% 90% 100% Survey Rate Measure Target Actual 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? 50% 60% 70% Q1 2002 Q1 2003 Q2 2003 Q3 2003 Q4 2003 Q1 2004 Q2 2004 Q3 2004 Q4 2004