scorecard spreadsheet

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P3: Process Objective 3

P e o p

l e

Financial

Internal

Processes

Custome

rr

Vision Statement

Mission:

People statement

Strategic Theme 2 Strategic Theme 4 Strategic 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 / PeopleObjective

F0: Top Financial Objective (Tab F0_1,

C1: Customer Objective 1

P2: Process Objective










P5: Process ObjectiveP11: Process Objective

C4: Customer Objective 4.



Navigation: 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:

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

Q1 2004

Q2 2004

Q3 2004

Q4 2004

KeyInitiatives:

F0: Financial Measure

Q1 2002Q1 2003

Q2 2003Q3 2003

Q4 2003Q1 2004

Q2 2004Q3 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

F0.2

Measu

reF0.1

Measu

re




F0 - 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 2004

Q2 2004

Q3 2004

Q4 2004

KeyInitiatives:

F0: Finacial Measuree

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

-0.50%

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

F0.1

Measu

re

F0.2

Measu

re




F1 - Financial Measures As of: Oct-03

Next Update: Nov-03

Owner: Objective:

Measure:

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,MarApr-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 10.0

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?

KeyInitiatives:

F1.2

Measu

re

F1.1

Measu

re


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

Financial Measure

Column C Column D

$Millions




F1 - Financial Measures As of: Sep-03

Next Update: Dec-03

Owner: Objective:

Measure:


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%

2007 1.0%



What is the trend?



KeyInitiatives:

F1.1

Op

Gain


1999 2000 2001 2002 2003 2004 2005 2006 2007

0.0%

0.5%

1.0%

1.5%

2.0%

2.5%

Operating ROE Target

Actual

Annual

ROE

F1.2

Op

ROE




F2 - Financial Measures As of: Oct-03

Next Update: Nov-03

Owner:

Objective:

Measure:


Oct-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 is the trend?



KeyInitiatives:

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-030.0%

1.0%

2.0%

3.0%

4.0%

5.0%

6.0%

Financial Measure

Target Actual

OperatingRev

enueGrow

th

F2: Consistent revenuegrowth in excess of 10%



F3 - Financial Measures As of: Nov-03

Next Update: Dec-03

Owner:

Objective:

Measure:

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%

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 is the trend?



KeyInitiatives:


Oct-02Nov-02

Dec-02 Jan-03

Feb-03Mar-03

Apr-03May-03

Jun-03 Jul-03

Aug-03Sep-03

Oct-03Nov-03

Dec-03

6.0%

6.5%

7.0%

7.5%8.0%

8.5%

9.0%

9.5%

10.0%

10.5%

11.0%

11.5%

12.0%

Measure

Monthly TargetActual

UnitCostAggr

egator




C1 - Customer Measures As of: Sep-03

Next Update: Dec-03

Owner: Objective:

Measure:


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 32.7Q1 2003 32.7 32.6

Q2 YTD 2003 32.7 34.1

Q3 YTD 2003 32.7 33.5

YE 2003 32.7

KeyInitiatives:

C1: Customer Objective

YE 2001Q1 2002

Q2 YTD 2002Q3 YTD 2002

YE 2002Q1 2003

Q2 YTD 2003Q3 YTD 2003

YE 2003

25.0

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





Next Update: Dec-03

Owner:

Objective:

Measure:


YE 2001 29.6

Q1 2002 29.0 26.6Q2 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?Why did we meet or miss the target?

What is the trend?



KeyInitiatives:

Current Period

YE 2001Q2 YTD 2002

YE 2002Q2 YTD 2003

YE 2003

26

27

28

29

30

31

32

33

34

Customer ExcellenceActual


C2.2

Measu

re

C2.1

Measu

re

CustomerLoyalty

Highly Likelyto

Recommend

Extremely Satisfiedwith

Total Performance

Highly Likelyto

Buy





Next Update: Dec-03

Owner:

Objective:

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

KeyInitiatives:


C2.1

Measu

re

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

0

1

2

3

4

5

6

Relationships per CU

Target Overall Large Medium Small

C2.2

Measu

re



Navigation: Click globe to return to strategy ma


Next Update: Dec-0

Owner: Objective:

Measure:


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

Q3 2003 48.9 49.0 48.9

KeyInitiatives:

Rolling 3 quarterave

C3: Customer Measure

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

41.042.0

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




C4 - Customer Measures As of: Jan-03

Next Update: Jul-03

Owner: Objective:

Measure:

Date Target Actual Result

Q3 2003 75% issues on track

Green

Yellow

Red



What is the trend?



KeyInitiatives:





P1 - Process Measures As of: May-03

Next Update: Jul-03

Owner: Objective:

Measure:


Q4 2002 0.0 0.0Q1 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 is the trend?



KeyInitiatives:

P1: Build and effectively deploy an

in-depth knowledge base of our customers and markets




P2 - Process Measures As of: Jan-03

Next Update: Jul-03

Owner: Objective:

Measure:KeyInitiatives:

P2:Process Objective




P3 - Process Measures As of: Sep-03

Next Update: Dec-03

Owner: Objective:

Measure:


1999 4.4% ** BASELINE

2000 5.3%

2001 8.4%

2002 10.0%

2003 TBD 9.2% thru September

2004 TBD

2005 TBD

2006 TBD

KeyInitiatives:

P3: Process Measure

1999 2000 2001 2002 2003 2004 2005 2006

0.0%

2.0%

4.0%

6.0%

8.0%

10.0%

12.0%

New Products

Target Actual





Next Update: Jul-03

Owner: Objective:

Measure:

Date Notes

Mar-02

Jun-02

Sep-02

Dec-02

Mar-03

Jun-03

Sep-03

Dec-03

Mar-04

Jun-04

Sep-04

Dec-04



What is the trend?



KeyInitiatives:






Next Update: Jul-03

Owner: Objective:

Measure:

Date Plan/Target Actual Notes

Mar-02

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? << revise graphic above as needed or create new one with wizard.. >>


What is the trend?



KeyInitiatives:





P7 - Process Measures As of: May-03

Next Update: Aug-03

Owner: Objective:

Measure:

Date

Oct-02 na

Nov-02 na

Dec-02 na 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 is the trend?



KeyInitiatives:

AggregateTarget

AggregateActual

ProductActual

Other ProdActual


Oct-02 Nov-02

Dec-02Jan-03

Feb-03Mar-03

Apr-03May-03

Jun-03Jul-03

Aug-03Sep-03

Oct-03 Nov-03

Dec-03

0.0%

2.0%

4.0%

6.0%

8.0%

10.0%

12.0%

14.0%Aggregate Actual

ProductActual

Other Prod Actual




P8 - Process Measures As of: Nov-03

Next Update: Dec-03

Owner: Objective:

Measure:

Date Target Notes

Jan-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 toStandard

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 toStandard




Navigation: Click globe to return t

P10 - Process Measures As

Next Upda

Owner: Objective:

Measure:

Date

BSC Completed

Notes

KeyInitiatives:

BSC StartedActual

Plan toComplete

Target (BSCCompleted)






Next Update: Jul-03

Owner: Objective:

Measure:

Date Plan/Target Actual Notes

Q1 2002

Q1 2003

Q2 2003

Q3 2003

Q4 2003

Q1 2004

Q2 2004

Q3 2004

Q4 2004



What is the trend?



KeyInitiatives:





L1 - Learning & Growth Measures As of: Nov-03

Next Update: Jan-03

Owner: Objective:

Measure:


Q1 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%


Why did we meet or miss the target?What is the trend?



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

SurveyRate





Next Update: Jan-03

Owner: Objective:

Measure:


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%Q1 2004 80.0%

Q2 2004 80.0%

Q3 2004 80.0%

Q4 2004 80.0%





KeyInitiatives:

L2: Learning andGrowth

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%

Effectiveness

Target Actual

SurveyRate





Next Update: Jan-03

Owner: Objective:

Measure:


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%Q4 2003 80.0%

Q1 2004 80.0%

Q2 2004 80.0%

Q3 2004 80.0%

Q4 2004 80.0%


What is the trend?



KeyInitiatives:

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%

Employee Development

Target Actual

SurveyRate

L3: Learning and Growth





Next Update: Jan-03

Owner: Objective:

Measure:


Q1 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%





KeyInitiatives:

L4: Learning and Growth

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%

Performance Target

Actual

SurveyRate





Next Update: Jan-03

Owner: Objective:

Measure:


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%Q4 2003 80.0%

Q1 2004 80.0%

Q2 2004 80.0%

Q3 2004 80.0%

Q4 2004 80.0%


What is the trend?



KeyInitiatives:

L5: Learning and Growth Objective

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

50%

60%

70%

80%

90%

100%

Measure

Target

Actual

SurveyRate

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