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    P3: Process Objective 3

    Peop

    le

    Financial

    Internal

    Processes

    Custome

    rr

    Vision 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 / PeopleObjective

    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 ObjectiveP11: Process Objective

    C4: Customer Objective 4.

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    F0 - Financial Measures As of: Nov-03

    Next Update: Dec-03

    Owner:

    Objective: >

    Measure:

    Year Savings* Measure: Notes

    Q1 2002 9.2% 10.2% **BASELINEQ1 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

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    F0 - Financial Measures As of: Sep-03

    Next Update: Dec-03

    Owner:

    Objective: >

    Measure:

    Year Aggregate Target Aggregate Actuals Notes Notes

    YE 2002 3.27% **BASELINEQ1 2003 3.18% 3.29% Mainly due to less than expected CU net incomeQ2 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

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    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

    F1: Financial Measure

    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

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    F1 - Financial Measures As of: Sep-03

    Next Update: Dec-03

    Owner: Objective:

    Measure:

    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 forecasted2004 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:

    F1.1

    Op

    Gain

    F1: Financial Measure

    1999 2000 2001 2002 2003 2004 2005 2006 2007

    0.0%

    0.5%

    1.0%

    1.5%

    2.0%

    2.5%

    Operating ROE TargetActual

    Annual

    ROE

    F1.2

    Op

    ROE

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    F2 - Financial Measures As of: Oct-03

    Next Update: Nov-03

    Owner:

    Objective:

    Measure:

    Date Target Actual Notes

    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 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:

    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%

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    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 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

    Oct-02Nov-02

    Dec-02Jan-03

    Feb-03Mar-03

    Apr-03May-03

    Jun-03Jul-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

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    C1 - Customer Measures As of: Sep-03

    Next Update: Dec-03

    Owner: Objective:

    Measure:

    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 32.7Q1 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

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    C2 - Customer Measures As of: Sep-03

    Next Update: Dec-03

    Owner:

    Objective:

    Measure:

    Date Target Actual Notes

    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?

    Why are we seeing this trend?

    What plans do we have to meet the target?

    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: Customer Objective

    C2.2

    Measu

    re

    C2.1

    Measu

    re

    CustomerLoyalty

    Highly Likelyto

    Recommend

    Extremely Satisfiedwith

    Total Performance

    Highly Likelyto

    Buy

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    C2 - Customer Measures As of: Sep-03

    Next Update: Dec-03

    Owner:

    Objective:

    Measure:

    Date Target Overall Large Medium Small Notes

    Q4 2002 4.6 4.8 5.1 3.8 **BASELINEQ1 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: Customer Objective

    C2.1

    Measu

    re

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