Mission:
F0: Top Financial Objective (Tab F0_1,
Financial
F1: Financial Objective 1 F2: Financial Objective 2 F3: Financial Objective 3
Vision Statement
Strategic Theme 1 Customerr
C1: Customer Objective 1
Strategic Theme 2
C2: Customer Objective 2
Strategic Theme 3
C4: Customer Objective 4.
Strategic Theme 4
C3: Customer Objective 3
P7: Process Objective P4: Process Objective P8: Process Objective
Internal Processes
P3: Process Objective 3 P6: Process Objective P9: Process Objective P11: Process Objective
P5: Process Objective P2: Process Objective
P10: Process Objective
P1: Process Objective
People statement
People
L1: Learning/People Objective
L2: Learning / People Objective
L3: Learning / People Objective
L4: Learning / People Objective
L5: Learning / People Objective
F0 - Financial Measures
F0.1 Measure
F0.2 Measure
Objective: F0: Financial Measure Owner: Key Initiatives:
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Measure:
Year
Savings*
Measure:
Notes **BASELINE
Measure
20.0% 18.0% 16.0% 14.0%
Savings*
Measure:
Q1 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4
2002 2003 2003 2003 2003 2004 2004 2004 2004
9.2% 9.6% 9.6% 9.5%
10.2% 10.2% 10.3% 10.4%
12.0% ------------------------------------------------------------------------------------Target 11.5% 10.0% 8.0% ------------------------------------------------------------------------------------Target 10% 6.0% 4.0% 2.0% 0.0%
Q1 2002 Q1 2003 Q2 2003 Q3 2003 Q4 2003 Q1 2004 Q2 2004 Q3 2004 Q4 2004
F0 - Financial Measures
F0.1 Measure
F0.2 Measure
Objective: F0: Finacial Measuree Owner: Key Initiatives:
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Measure:
Year
Aggregate Target Aggregate Actuals
Notes **BASELINE
Notes
CMG Net Income Impact on CUs
Aggregate Target
Aggregate Actuals
YE 2002 Q1 2003 Q2 2003 Q3 2003 Q4 2003 Q1 2004 Q2 2004 Q3 2004 Q4 2004
3.18% 3.19% 3.34% 3.41%
3.27% 3.29% 3.23%
5.00% 4.50% 4.00% 3.50% 3.00% 2.50% 2.00% 1.50% 1.00% 0.50% 0.00%
YE 2002 Q1 2003 Q2 2003 Q3 2003 Q4 2003 Q1 2004 Q2 2004 Q3 2004 Q4 2004
Mainly due to less than expected CU net income
Long Term Target -------------------------------------------------------------------------------------------------4%
F1 - Financial Measures
F1.1 Measure
F1.2 Measure
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F1: Financial Measure
Owner:
Measure:
Key Initiatives:
Date 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 1.0 2.0 3.0 4.0 5.0 6.0 7.0 8.0 9.0 10.0 11.0
Actual 1.0 2.0 3.0 4.0 5.0 6.0 7.0 8.0 9.0 10.0 12.0
Notes
No specific data for January Cumulative figure for Jan&Feb Cumulative figure for Jan,Feb,Mar Cumulative figure for Jan - Apr Cumulative figure for Jan - May
Financial Measure 14.0 12.0 10.0
$ Millions
Target
Actual
Cumulative figure for Jan - Jun Cumulative figure for Jan - Jul Cumulative figure for Jan - Aug Cumulative figure for Jan - Sep Cumulative figure for Jan - Oct
8.0 6.0 4.0 2.0 0.0
Feb-03 Mar-03 Apr-03 May-03 Jun-03 Jul-03 Aug-03 Sep-03 Oct-03 Nov-03 Dec-03
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?
F1 - Financial Measures
F1.1 Op Gain
F1.2 Op ROE
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F1: Financial Measure
Owner:
Measure:
Key Initiatives:
Date 1999 2000 2001 2002 2003 2004 2005 2006 2007
Target 1.0% 1.0% 1.0% 1.0% 1.0% 1.0% 1.0% 1.0% 1.0%
Actual 2.00% 2.00% 2.00% 2.00% 2.00%
Notes 2.5% 2.0%
Updated qtly based on forecasted operating gain.
Operating ROE
Target
Actual
--------------------------------------------------->__%=Target
ROE
1.5% 1.0% 0.5% 0.0%
1999 2000 2001 2002 2003 2004 2005 2006 2007
Annual
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?
F2 - Financial Measures Objective: F2: Consistent revenue growth in excess of 10% Owner: Key Initiatives:
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Measure:
Date Oct-02 Nov-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 4.0% 4.0% 4.0% 4.0% 4.0% 4.0% 4.0% 4.0% 4.0% 4.0% 4.0% 4.0% 4.0% 4.0%
Actual 5.0% 5.0% 5.0% 5.0% 5.0% 5.0% 5.0% 5.0% 5.0% 5.0% 5.0% 5.0% 5.0% 5.0%
Notes
Financial Measure Operating Revenue Growth 6.0% 5.0% 4.0% 3.0% 2.0% 1.0% 0.0%
Target
Actual
Oct- Nov- Dec- Jan- Feb- Mar- Apr- May- Jun- Jul-03 Aug- Sep- Oct- Nov- Dec02 02 02 03 03 03 03 03 03 03 03 03 03 03
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?
F3 - Financial Measures Objective:
F3: Financial Measure
As of: Next Update: Owner: Key Initiatives:
Nov-03 Dec-03
Measure:
Date 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
Monthly Target 12.0% 11.0% 10.0% 9.0% 8.0% 7.0% 6.0% 5.0% 4.0% 3.0% 3.0% 3.0% 3.0% 3.0% 3.0%
Actual 11.3% 9.9% 8.7% 9.4% 10.6% 9.7% 9.8% 9.1% 9.6% 9.0% 9.4% 8.1% 9.3%
Notes
Measure
Monthly Target Actual
12.0% 11.5% 11.0% 10.5% 10.0% 9.5% 9.0% 8.5% 8.0% 7.5% 7.0% 6.5% 6.0%
Unit Cost Aggregator
FAVORABLE --------------------------------------------Target
UNFAVORABLE
Oct- Nov- Dec- Jan- Feb- Mar- Apr- May- Jun- Jul-03 Aug- Sep- Oct- Nov- Dec02 02 02 03 03 03 03 03 03 03 03 03 03 03
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?
C1 - Customer Measures
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C1: Customer Objective
Owner:
Measure:
Key Initiatives:
Date YE 2001 Q1 2002 Q2 YTD 2002 Q3 YTD 2002 YE 2002 Q1 2003 Q2 YTD 2003 Q3 YTD 2003 YE 2003
Target 31.2 31.2 31.2 31.2 32.7 32.7 32.7 32.7
Actual 31.2 28.9 31.5 32.2 32.7 32.6 34.1 33.5
Notes 35.0
Customer Satisfaction Index
Actual
34.1 33.5 34.0 Baseline 32.7 32.6 ------------------------------------------------------------------------------------------------------------- 32.7 33.0 32.2 Target 31.5 32.0 31.2 31.0 30.0 29.0 28.0 27.0 26.0 25.0 YE 2001 Q1 2002 Q2 YTD Q3 YTD YE 2002 Q1 2003 Q2 YTD Q3 YTD YE 2003 2002 2002 2003 2003 28.9
C2 - Customer Measures
C2.1 Measure
C2.2 Measure
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C2: Customer Objective
Owner: Key Initiatives:
Measure:
Date YE 2001 Q1 2002 Q2 YTD 2002 Q3 YTD 2002 YE 2002 Q1 2003 Q2 YTD 2003 Q3 YTD 2003 YE 2003
Target 29.0 29.0 29.0 29.0 30.0 30.0 30.0 30.0
Actual 29.6 26.6 30.4 30.6 30.9 29.9 31.2 31.7
Notes
Current Period
Customer Excellence
34 33
Actual
Highly Likely to Recommend Customer Loyalty
Highly Likely to Buy
32 31 30 29 28
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?
Extremely Satisfied with Total Performance
27 26
Target ------------------------------30%
YE 2001 Q2 YTD YE 2002 Q2 YTD YE 2003 2002 2003
C2 - Customer Measures
C2.1 Measure
C2.2 Measure
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C2: Customer Objective
Owner: Key Initiatives: Measure:
Date Q4 2002 Q1 2003 Q2 2003 Q3 2003 Q4 2003 Q1 2004 Q2 2004 Q3 2004 Q4 2004
Target
Overall 4.6 4.6 4.6 4.6
Large 4.8 4.8 4.8 4.7
Medium 5.1 5.2 5.2 5.1
Small 3.8 3.8 3.8 3.8
Notes
**BASELINE
Relationships per CU
6.0 5.0 4.0 3.0 2.0 1.0 0.0
Target Medium
Overall Small
Large
Q4 2002Q1 2003 Q2 2003 Q3 2003Q4 2003 Q1 2004 Q2 2004Q3 2004 Q4 2004
C3 - Customer Measures
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C3: Customer Measure
Owner:
Measure: Key Initiatives: Date W1 2001 W2 2001 W3 2001 Q1 2002 Q2 2002 Q3 2002 Q4 2002 Q1 2003 Q2 2003 Q3 2003 Target Actual 44.2 44.8 48.2 44.9 49.5 48.4 48.9 48.2 49.3 49.0 Rolling 3 quarter ave Notes
**BASELINE
Measure
50.0 49.0 48.0 47.0 46.0 45.0 44.0 43.0 42.0 41.0
Actual
45.7 45.7 45.7 45.7 48.9 48.9 48.9
45.7 46.0 47.6 47.6 48.9 48.5 48.9 48.9
49.5 49.3 49.0 48.9 --------------------------------------------------------------------------------------------------------48.4 48.2 48.2 48.9 44.9
44.2
44.8
W1 2001
W2 2001
W3 2001
Q1 2002
Q2 2002
Q3 2002
Q4 2002
Q1 2003
Q2 2003
C4 - Customer Measures
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C4: Customer Objective
Measure:
Key Initiatives:
Date Q3 2003
Target 75% issues on track Green Yellow Red
Actual
Result
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P1 - Process Measures
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P1: Build and effectively deploy an in-depth knowledge base of our customers and markets
Measure:
Key Initiatives:
Date Q4 2002 Q1 2003 Q2 2003 Q3 2003 Q4 2003 Q1 2004 Q2 2004 Q3 2004 Q4 2004
Target 0.0 0.0 0.0 30.0 80.0 100.0 100.0 100.0 100.0
Actual 0.0 0.0 0.0
Notes
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?
P2 - Process Measures
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P2:Process Objective
Measure:
Key Initiatives:
P3 - Process Measures
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P3: Process Measure
Measure:
Key Initiatives:
Date 1999 2000 2001 2002 2003 2004 2005 2006
Target
TBD TBD TBD TBD
Actual 4.4% 5.3% 8.4% 10.0% 9.2%
Notes
** BASELINE
New Products
12.0% 10.0%
Target Actual
thru September
8.0% 6.0% 4.0% 2.0% 0.0%
1999 2000 2001 2002 2003 2004 2005 2006
P4 - Process Measures
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P4: Process Objective
Measure: <
>
Key Initiatives:
Date Mar-02 Jun-02 Sep-02 Dec-02 Mar-03 Jun-03 Sep-03 Dec-03 Mar-04 Jun-04 Sep-04 Dec-04
Plan/Target
Actual
Notes
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?
P5 - Process Measures
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P5: Process Objective
Owner:
Measure:
Key Initiatives:
Date Mar-02 Jun-02 Sep-02 Dec-02 Mar-03 Jun-03 Sep-03 Dec-03 Mar-04 Jun-04 Sep-04 Dec-04
Notes
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?
P6 - Process Measures
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P6: Process Objective
Measure:
Key Initiatives:
Date Mar-02 Jun-02 Sep-02 Dec-02 Mar-03 Jun-03 Sep-03 Dec-03 Mar-04 Jun-04 Sep-04 Dec-04
Plan/Target
Actual
Notes
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?
<< revise graphic above as needed or create new one with wizard.. >>
P7 - Process Measures
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P7: Process Objective
Measure:
Key Initiatives:
Date 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
Aggregate Target na na na na na 6.0% 6.3% 6.5% 6.8% 7.1% 7.4% 7.7% 7.9% 8.2% 8.5%
Aggregate Actual
Product Actual
Other Prod Actual 14.00% 12.00% 10.00%
Aggregate Actual
Product…
Other Prod Actual
5.5% 5.5% 6.4% 6.7% 6.6% 6.6% 7.2%
1.7% 2.6% 2.3% 2.6% 2.6% 2.5% 3.0%
8.7% 8.0% 10.0% 10.2% 9.8% 10.0% 10.6%
Target 8.5% 8.00% ----------------------------------------------------------------------------Aggregate 6.00% 4.00% 2.00% 0.00%
Oct-02 Nov- Dec- Jan-03 Feb- Mar- Apr- May- Jun-03 Jul-03 Aug- Sep- Oct-03 Nov- Dec02 02 03 03 03 03 03 03 03 03
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P8 - Process Measures
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P8: Process Objective
Measure:
Key Initiatives:
Date 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 80% 80% 80% 80% 80% 80% 80% 80% 80% 80% 80% 80%
Comparison to Standard Notes 50% 47% 67% 61% 56% 67% 55% 70% 65% 75%
Measure
Comparison to Standard
100% 90% Target 75% --------------------------------------------------------------------------------------------------------------80% 80% 70% 67% 67% 65% 70% 61% 56% 55% 60% 50% 47% 50% 40% 30% 20% 10% 0%
Jan-03 Feb03 Mar- Apr-03 May- Jun-03 Jul-03 Aug03 03 03 Sep- Oct-03 Nov03 03 Dec03
P9 - Process Measures
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P9: Simplify, streamline and continuously improve operational effectiveness
Measure:
Key Initiatives:
Date H1 2003 Q3 2003
Target
Actual
Notes
Q4 2003 Q1 2004
Actual projects delivered that meet minimum criteria! Yellow - No target yet established
P10 - Process Measures
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P10: Process Objective
Measure:
BSC Started Actual Plan to Complete BSC Completed Target (BSC Completed)
Key Initiatives:
Date
Notes
P11 - Process Measures
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P11: Process Objective
Measure:
Key Initiatives:
Date Q1 2002 Q1 2003 Q2 2003 Q3 2003 Q4 2003 Q1 2004 Q2 2004 Q3 2004 Q4 2004
Plan/Target
Actual
Notes
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?
L1 - Learning & Growth Measures
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L1: Learning Objective
Owner:
Measure:
Key Initiatives:
Target Actual
Date Q1 2002 Q1 2003 Q2 2003 Q3 2003 Q4 2003 Q1 2004 Q2 2004 Q3 2004 Q4 2004
Target 80.0% 80.0% 80.0% 80.0% 80.0% 80.0% 80.0% 80.0%
Actual 80.0% 67.0% 67.0% 70.0%
Notes 1.0 0.9 Survey Rate 0.8 0.7 0.6 0.5
Q1 2002 Q1 2003 Q2 2003 Q3 2003 Q4 2003
Satisfaction
Q1 2004
Q2 2004
Q3 2004
Q4 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?
L2 - Learning & Growth Measures
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L2: Learning and Growth
Owner:
Measure:
Key Initiatives:
Date Q1 2002 Q1 2003 Q2 2003 Q3 2003 Q4 2003 Q1 2004 Q2 2004 Q3 2004 Q4 2004
Target 80.0% 80.0% 80.0% 80.0% 80.0% 80.0% 80.0% 80.0%
Survey Rate
Actual 75.0% 75.0% 77.0% 74.0%
Notes 1.0 1.0 0.9 0.9 0.8 0.8 0.7 0.7 0.6 0.6 0.5
Q1 2002 Q1 2003 Q2 2003 Q3 2003
Effectiveness
Target Actual
Q4 2003
Q1 2004
Q2 2004
Q3 2004
Q4 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?
L3 - Learning & Growth Measures
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L3: Learning and Growth
Owner:
Measure:
Key Initiatives:
Date Q1 2002 Q1 2003 Q2 2003 Q3 2003 Q4 2003 Q1 2004 Q2 2004 Q3 2004 Q4 2004
Target 80.0% 80.0% 80.0% 80.0% 80.0% 80.0% 80.0% 80.0%
Survey Rate
Actual 71.0% 72.0% 70.0% 78.0%
Notes
2002 Culture Assessment Below Target
Employee Development
1.0 1.0 0.9 0.9 0.8 0.8 0.7 0.7 0.6 0.6 0.5
Q1 2002 Q1 2003 Q2 2003 Q3 2003 Q4 2003 Q1 2004 Q2 2004 Q3 2004 Q4 2004
Target Actual
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?
L4 - Learning & Growth Measures
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L4: Learning and Growth
Owner:
Measure:
Key Initiatives:
Target Actual
Date Q1 2002 Q1 2003 Q2 2003 Q3 2003 Q4 2003 Q1 2004 Q2 2004 Q3 2004 Q4 2004
Target 80.0% 80.0% 80.0% 80.0% 80.0% 80.0% 80.0% 80.0%
Survey Rate
Actual 81.0% 82.0% 82.0% 74.0%
Notes 1.0 0.9 0.8 0.7 0.6 0.5 Q1 2002 Q1 2003 Q2 2003
Performance
Q3 2003
Q4 2003
Q1 2004
Q2 2004
Q3 2004
Q4 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?
L5 - Learning & Growth Measures
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L5: Learning and Growth Objective
Owner:
Measure:
Key Initiatives:
Date Q1 2002 Q1 2003 Q2 2003 Q3 2003 Q4 2003 Q1 2004 Q2 2004 Q3 2004 Q4 2004
Target 80.0% 80.0% 80.0% 80.0% 80.0% 80.0% 80.0% 80.0%
Survey Rate
Actual 80.0% 68.0% 69.0% 67.0%
Notes
2002 Culture Assessment Below Target
100% 90%
Measure
Target
80% 70% 60% 50%
Q1 2002 Q1 2003 Q2 2003 Q3 2003 Q4 2003 Q1 2004 Q2 2004 Q3 2004 Q4 2004
Actual
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?