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

Strategic Theme 2
C2: Customer Objective 2

Strategic Theme 3
C4: Customer Objective 4.

Strategic Theme 4
C3: Customer Objective 3

C1: Customer Objective 1

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

Navigation: Click globe to return to strategy map As of: Nov-03 Next Update: Dec-03 << Need to insert objective statement here>>

Owner: Key Initiatives:

Measure:

Year

Savings*

Measure:

Notes **BASELINE

Measure
20.0% 18.0% 16.0% 14.0% 12.0%

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%

------------------------------------------------------------------------------------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

27% 3.50% 4.00% 1.00% 3.Financial Measures F0.2 Measure F0: Finacial Measuree Objective: Owner: Key Initiatives: Navigation: Click globe to return to strategy map As of: Sep-03 Next Update: Dec-03 << Need to insert objective statement here>> 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 3.50% 2.50% 3.00% 2.00% 0.34% 3.00% 4.F0 .50% 0.23% 5.18% 3.41% 3.50% 1.1 Measure F0.00% Mainly due to less than expected CU net income Long Term Target -------------------------------------------------------------------------------------------------4% YE 2002 Q1 2003 Q2 2003 Q3 2003 Q4 2003 Q1 2004 Q2 2004 Q3 2004 Q4 2004 .29% 3.19% 3.

0 8.0 10.Jun Cumulative figure for Jan .0 Actual 1.Aug Cumulative figure for Jan .0 0.0 10.0 4.0 12.0 $ Millions 8.Mar Cumulative figure for Jan .2 Measure Navigation: Click globe to return to strategy map As of: Oct-03 Next Update: Nov-03 Objective: 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 8.0 3.0 7.0 7.0 5.May Cumulative figure for Jan .Financial Measures F1.0 2.Oct Financial Measure Target Actual 14.0 4.0 9.0 2.0 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 .0 5.Apr Cumulative figure for Jan .0 6.0 6.0 9.Jul Cumulative figure for Jan .0 6.0 11.0 4.Sep Cumulative figure for Jan .0 12.1 Measure F1.0 2.0 3.0 Notes No specific data for January Cumulative figure for Jan&Feb Cumulative figure for Jan.0 10.Feb.

0% 1.0% 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? .1 Op Gain F1.00% 2.0% 1.00% 2.F1 .00% 2.5% 1.0% 1.0% 1.0% 1.0% 1.5% 2. Operating ROE Target Actual --------------------------------------------------->__%=Target ROE 1.00% 2.Financial Measures F1.2 Op ROE Navigation: Click globe to return to strategy map As of: Sep-03 Next Update: Dec-03 Objective: F1: Financial Measure Owner: Measure: Key Initiatives: Date 1999 2000 2001 2002 2003 2004 2005 2006 2007 Target 1.0% Updated qtly based on forecasted operating gain.0% 1.0% Actual 2.00% Notes 2.

0% Notes Financial Measure Operating Revenue Growth 6.0% 2.Mar.0% Oct.0% 0.0% 4.Apr.0% 5.Financial Measures Objective: F2: Consistent revenue growth in excess of 10% Navigation: Click globe to return to strategy map As of: Oct-03 Next Update: Nov-03 Owner: Key Initiatives: 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% 5.0% 5.0% 4.0% 5.0% 5.Jul-03 Aug.0% 4.0% 4.Feb.0% 4.Nov.0% 5.0% 5.0% 5.Oct.0% 1.0% 4.0% Actual 5.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? .0% 4.Nov.Sep.F2 .0% 4.0% 5.0% 3.0% 4.Jun.0% 5.May.0% Target Actual 5.0% 4.0% 4.0% 4.Dec.0% 4.0% 5.0% 5.0% 5.Jan.

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? .Jun.0% 6.May.0% Actual 11.0% 10.Jul-03 Aug.5% 11.0% 11.0% 10.8% 9.0% 4.0% 3.6% 9.7% 9.0% 8.Oct.0% 3.0% 3.0% 8.0% 9.F3 .0% 7.0% 11.9% 8.5% 6.0% 9.Dec.7% 9.4% 8.1% 9.5% 7.Feb.5% 9.3% Notes Measure Monthly Target Actual 12.5% 8.0% 3.5% 10.0% 5.0% 6.0% 3.Jan.Sep.0% 3.0% Unit Cost Aggregator FAVORABLE --------------------------------------------Target UNFAVORABLE Oct.Apr.Mar.1% 9.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.Nov.0% 7.0% 9.6% 9.3% 9.Nov.4% 10.

7 32.7 Actual 31.9 31.0 26.0 29.2 31.7 33.0 YE 2001 Q1 2002 Q2 YTD Q3 YTD YE 2002 Q1 2003 Q2 YTD Q3 YTD YE 2003 2002 2002 2003 2003 .2 31.C1 .0 25.5 32.1 33.1 33.Customer Measures Navigation: Click globe to return to strategy map As of: Sep-03 Next Update: Dec-03 Objective: 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 31.0 Customer Satisfaction Index Actual 34.32.0 27.2 32.7 32.2 31.2 32.0 Baseline 32.5 32.2 28.0 28.6 ------------------------------------------------------------------------------------------------------------.2 Target 31.5 34.2 31.7 32.9 28.7 32.0 30.0 32.0 31.6 34.7 32.5 Notes 35.

1 Measure C2.0 29.2 31.6 30.C2 .0 30.9 31.9 29.7 Notes Current Period Customer Excellence 34 Actual 33 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 .0 29.0 30.6 30.4 30.0 30.0 30.Customer Measures C2.2 Measure Navigation: Click globe to return to strategy map As of: Sep-03 Next Update: Dec-03 Objective: 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 29.6 26.0 Actual 29.

1 Small 3.C2 .0 Target Medium Overall Small Large 3.6 Large 4.8 3.7 Medium 5.8 3.0 Q4 2002Q1 2003Q2 2003Q3 2003Q4 2003Q1 2004Q2 2004Q3 2004Q4 2004 .6 4.8 4.0 4.2 Measure Measure Navigation: Click globe to return to strategy map As of: Sep-03 Next Update: Dec-03 Objective: 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 4.8 4.2 5.0 2.0 0.8 3.1 5.6 4.0 1.Customer Measures C2.6 4.8 4.1 C2.2 5.0 5.8 Notes **BASELINE Relationships per CU 6.

2 W1 2001 W2 2001 W3 2001 Q1 2002 Q2 2002 Q3 2002 Q4 2002 Q1 2003 Q2 2003 .9 48.7 45.9 48.4 --------------------------------------------------------------------------------------------------------48.9 49.5 49.C3 .0 45.7 48.0 47.2 44.5 48.6 48.2 48.9 48.9 44.3 49.8 48.0 44.0 48.Customer Measures Navigation: Click globe to return to strategy map As of: Sep-03 Next Update: Dec-03 Objective: 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 44.0 49.8 44.0 Rolling 3 quarter ave Notes **BASELINE Measure 50.0 42.0 46.7 45.9 45.3 49.9 49.0 41.0 47.0 48.4 48.9 44.9 48.9 48.6 47.9 48.0 43.7 46.7 45.2 44.5 48.2 48.0 Actual 45.2 49.

C4 .Customer Measures Navigation: Click globe to return to strategy map As of: Jan-03 Next Update: Jul-03 Owner: Objective: C4: Customer Objective Measure: Key Initiatives: Date Q3 2003 Target 75% issues on track Green Yellow Red Actual Result 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 0.0 100.0 100.0 100.0 Actual 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? .0 100.0 30.Process Measures Navigation: Click globe to return to strategy map As of: May-03 Next Update: Jul-03 Owner: Objective: 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 80.P1 .0 0.0 0.

Process Measures Navigation: Click globe to return to strategy map As of: Jan-03 Next Update: Jul-03 Owner: Objective: P2:Process Objective Measure: Key Initiatives: .P2 .

Process Measures Navigation: Click globe to return to strategy map As of: Sep-03 Next Update: Dec-03 Owner: Objective: P3: Process Measure Measure: Key Initiatives: Date 1999 2000 2001 2002 2003 2004 2005 2006 Target TBD TBD TBD TBD Actual 4.P3 .4% 5.0% Target Actual thru September 10.2% Notes ** BASELINE New Products 12.0% 8.0% 2.3% 8.0% 9.4% 10.0% 1999 2000 2001 2002 2003 2004 2005 2006 .0% 6.0% 0.0% 4.

P4 .Process Measures Navigation: Click globe to return to strategy map As of: Jan-03 Next Update: Jul-03 Owner: Mike Daubs Objective: P4: Process Objective Measure: <<tbd>> 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? .

Process Measures Navigation: Click globe to return to strategy map As of: Jan-03 Next Update: Jul-03 Objective: 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? .P5 .

. >> .P6 .Process Measures Navigation: Click globe to return to strategy map As of: Jan-03 Next Update: Jul-03 Owner: Objective: 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.

8% 7.0% 10.00% 5.00% Aggregate Actual Product… Other Prod Actual 12.2% 8.00% 10.0% 8.00% 4.May.2% 9.6% Target 8.Dec02 02 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? .Oct-03 Nov.00% 0.00% Oct-02 Nov.7% 7.6% 7.1% 7.6% 2.3% 2.Dec.Apr.5% 8.8% 10.2% 1.0% 10.6% 6.6% 2.3% 6.P7 .Sep.4% 7.5% 6.Jun-03 Jul-03 Aug.5% 6.9% 8.6% 2.7% 6.5% 3.Mar.0% 6.00% ----------------------------------------------------------------------------Aggregate 6.Process Measures Navigation: Click globe to return to strategy map As of: May-03 Next Update: Aug-03 Owner: Objective: 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 6.4% 6.00% 2.Jan-03 Feb.5% 5.5% Aggregate Actual Product Actual Other Prod Actual 14.0% 10.7% 8.7% 2.

Jun-03 Jul-03 Aug.Apr-03 May.P8 .80% 80% 70% 67% 67% 65% 70% 61% 56% 55% 60% 50% 47% 50% 40% 30% 20% 10% 0% Jan-03 Feb03 Mar.Oct-03 Nov.Sep.Process Measures Navigation: Click globe to return to strategy map As of: Nov-03 Next Update: Dec-03 Owner: Objective: P8: Process Objective Measure: Comparison to Standard Notes 50% 47% 67% 61% 56% 67% 55% 70% 65% 75% Key Initiatives: Measure 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 100% 90% Target 75% -------------------------------------------------------------------------------------------------------------.Dec03 03 03 03 03 03 .

No target yet established .Process Measures Navigation: Click globe to return to strategy map As of: Sep-03 Next Update: Dec-03 Owner: Objective: P9: Simplify. streamline and continuously improve operational effectiveness Measure: Key Initiatives: Date H1 2003 Q3 2003 Q4 2003 Q1 2004 Target Actual Notes Actual projects delivered that meet minimum criteria! Yellow .P9 .

Process Measures Navigation: Click globe to return to strategy map As of: Apr-03 Next Update: Jul-03 Owner: Objective: P10: Process Objective Measure: BSC Started Actual Plan to Complete BSC Completed Target (BSC Completed) Key Initiatives: Date Notes .P10 .

Process Measures Navigation: Click globe to return to strategy map As of: Jan-03 Next Update: Jul-03 Owner: Objective: 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? .P11 .

7 0.9 0.0% 70.0 0.0% 80.6 0.0% 80.0% 67.0% Notes 1.0% 80.8 Satisfaction 0.0% 80.0% Survey Rate Actual 80.L1 .5 Q1 2002 Q1 2003 Q2 2003 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? .0% 67.0% 80.Learning & Growth Measures Navigation: Click globe to return to strategy map As of: Nov-03 Next Update: Jan-03 Objective: 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% 77.0 0.9 0.0% 80.6 0.0% 80.0% 80.0% 80.0% 75.5 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? .7 0.7 0.8 0.8 0.0% 80.Learning & Growth Measures Navigation: Click globe to return to strategy map As of: Nov-03 Next Update: Jan-03 Objective: 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% 80.9 0.0% 80.L2 .0% Notes 1.0% Survey Rate Actual 75.0 1.0% 74.6 0.

0% 80.0 0.0% 72.0% 78.7 0.0 1.9 0.8 0.6 0.0% Survey Rate Actual 71.8 0.6 0.0% Notes 2002 Culture Assessment Below Target Employee Development 1.0% 80.0% 70.0% 80.9 0.0% 80.7 0.0% 80.Learning & Growth Measures Navigation: Click globe to return to strategy map As of: Nov-03 Next Update: Jan-03 Objective: 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.L3 .0% 80.0% 80.5 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? .

0% 82.0% 80.0% 80.0% 80.0% 80.0% Survey Rate Actual 81.0% 80.Learning & Growth Measures Navigation: Click globe to return to strategy map As of: Nov-03 Next Update: Jan-03 Objective: L4: 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.L4 .0% 80.0% 82.6 0.5 Q1 2002 Q1 2003 Q2 2003 Performance Target Actual 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? .8 0.0% 74.0% Notes 1.0 0.7 0.9 0.0% 80.

L5 .0% 80.0% Survey Rate Actual 80.0% 80.0% 68.0% 80.0% Notes 2002 Culture Assessment Below Target 100% 90% 80% 70% 60% 50% Q1 2002 Q1 2003 Q2 2003 Q3 2003 Q4 2003 Measure Target Actual 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? .0% 80.0% 67.0% 80.0% 80.0% 69.Learning & Growth Measures Navigation: Click globe to return to strategy map As of: Nov-03 Next Update: Jan-03 Objective: 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.

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