Mission:

F0: Top Financial Objective (Tab F0_1,

Financial

F1: Financial Objective 1

F2: Financial Objective 2 F3: Financial Objective 3
Customerr
Vision Statement
Strategic Theme 1 Strategic Theme 3 Strategic Theme 4
Strategic Theme 2
C2: Customer Objective 2 C4: Customer Objective 4.
C1: Customer Objective 1 C3: Customer Objective 3

P7: Process Objective

P8: Process Objective
Internal Processes P4: Process Objective

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

L3: Learning / People L4: Learning / People L5: Learning / People Objective
L1: Learning/People
L2: Learning / Objective Objective
Objective
People Objective
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F0 - Financial Measures Measur Measur As of: Nov-03
Next Update: Dec-03
F0.1 F0.2

Objective: << Need to insert objective statement here>>

F0: Financial Measure
Owner:

Key
Measure: Initiatives:

Year Savings* Measure: Notes Measure Savings* Measure: Column E

Q1 2002 9.2% 10.2% **BASELINE 20.0%
Q1 2003 9.6% 10.2% 18.0%
Q2 2003 9.6% 10.3%
Q3 2003 9.5% 10.4% 16.0%
Q4 2003
14.0%
Q1 2004
Q2 2004 12.0%
Q3 2004
10.0%
------------------------------------------------------------------------------------Target
Q4 2004
11.5%
8.0%
------------------------------------------------------------------------------------Target
10%
6.0%
4.0%

2.0%
0.0%
Q1 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4
2002 2003 2003 2003 2003 2004 2004 2004 2004
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F0 - Financial Measures Measur Measur As of: Sep-03
Next Update: Dec-03
F0.1 F0.2

Objective: << Need to insert objective statement here>>

F0: Finacial Measuree
Owner:

Key
Measure: Initiatives:

CMG Net Income Impact on CUs Aggregate Target Aggregate Actuals

Year Aggregate Target Aggregate Actuals Notes Notes
YE 2002 3.27% **BASELINE 5.00%
Q1 2003 3.18% 3.29% Mainly due to less than expected CU net income
4.50% Long Term
Q2 2003 3.19% 3.23% Target
Q3 2003 3.34% 4.00% -------------------------------------------------------------------------------------------------4%
Q4 2003 3.41% 3.50%
Q1 2004
3.00%
Q2 2004
Q3 2004 2.50%
Q4 2004 2.00%
1.50%
1.00%
0.50%
0.00%
YE Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4
2002 2003 2003 2003 2003 2004 2004 2004 2004
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F1 - Financial Measures Measur Measur As of: Oct-03
Next Update: Nov-03
F1.1 F1.2

F1: Financial Measure Owner: Objective:

Key
Measure:
Initiatives:

Date Target Actual Notes Financial Measure Target Actual

Jan-03 No specific data for January 14.0
Feb-03 1.0 1.0 Cumulative figure for Jan&Feb
Mar-03 2.0 2.0 Cumulative figure for Jan,Feb,Mar 12.0
Apr-03 3.0 3.0 Cumulative figure for Jan - Apr
May-03 4.0 4.0 Cumulative figure for Jan - May
10.0
Jun-03 5.0 5.0 Cumulative figure for Jan - Jun

$ Millions
8.0
Jul-03 6.0 6.0 Cumulative figure for Jan - Jul
Aug-03 7.0 7.0 Cumulative figure for Jan - Aug 6.0
Sep-03 8.0 8.0 Cumulative figure for Jan - Sep
Oct-03 9.0 9.0 Cumulative figure for Jan - Oct 4.0
Nov-03 10.0 10.0
Dec-03 11.0 12.0 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?
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F1 - Financial Measures As of: Sep-03
Op Gain Op ROE
F1.1 F1.2
Next Update: Dec-03

F1: Financial Measure Owner: Objective:

Key
Measure:
Initiatives:

Date Target Actual Notes Operating ROE Target Actual

1999 1.0% 2.00% 1.2%
2000 1.0% 2.00%
2001 1.0% 2.00% 1.0%
2002 1.0% 2.00% --------------------------------------------------->__%=Target
2003 1.0% 2.00% Updated qtly based on forecasted 0.8%
2004 1.0% operating gain.
0.6%

ROE
2005 1.0%
2006 1.0%
0.4%
2007 1.0%
0.2%

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?
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F2 - Financial Measures As of: Oct-03
Next Update: Nov-03
Objective:
F2: Consistent
revenue growth in Owner:
excess of 10%
Key
Measure: Initiatives:

Date Target Actual Notes Financial Measure Target Actual

Oct-02 4.0% 5.0%
Nov-02 4.0% 5.0% 6.0%

Operating Revenue Growth

Jan-03 4.0% 5.0%
Feb-03 4.0% 5.0% 5.0%
Mar-03 4.0% 5.0%
Apr-03 4.0% 5.0% 4.0%
May-03 4.0% 5.0%
Jun-03 4.0% 5.0% 3.0%
Jul-03 4.0% 5.0%
Aug-03 4.0% 5.0% 2.0%
Sep-03 4.0% 5.0%
Oct-03 4.0% 5.0% 1.0%
Nov-03 4.0% 5.0%
Dec-03 4.0% 5.0% 0.0%
Oct-02 Dec-02 Feb-03 Apr-03 Jun-03 Aug-03 Oct-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?
 F3 - Financial Measures As of: Nov-03
Next Update: Dec-03
Objective:
F3: Financial Measure Owner:

Key
Measure: Initiatives:

Date Monthly Target Actual Notes Measure

Oct-02 12.0% 11.3% Monthly Target Actual
Nov-02 11.0% 9.9% %
.0
Dec-02 10.0% 8.7% 12
Jan-03 9.0% 9.4% %
.0
11

Unit Cost Aggregator

Feb-03 8.0% 10.6%
---------------------------------------------
UNFAVORABLE
Mar-03 7.0% 9.7% % FAVORABLE
.0 Target
Apr-03 6.0% 9.8% 10
May-03 5.0% 9.1% 0%
Jun-03 4.0% 9.6% 9.
Jul-03 3.0% 9.0% 0%
Aug-03 3.0% 9.4% 8.
Sep-03 3.0% 8.1% 0%
Oct-03 3.0% 9.3% 7.
Nov-03 3.0% 0%
6.
Oct-02 Dec-02 Feb-03 Apr-03 Jun-03 Aug-03 Oct-03 Dec-03
Dec-03 3.0%
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Why are we seeing this trend?
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C1 - Customer Measures As of: Sep-03
Next Update: Dec-03

C1: Customer Objective Owner: Objective:

Key
Measure:
Initiatives:

Date Target Actual Notes Customer Satisfaction Index Actual

YE 2001 31.2
Q1 2002 31.2 28.9 35.0
34.1
Q2 YTD 2002 31.2 31.5 34.0 33.5 Baseline
Q3 YTD 2002 31.2 32.2 32.7
33.0 ------------------------------------------------------------------------------------------------------------
32.6
32.2
YE 2002 31.2 32.7 - 32.7
32.0 31.2 31.5
Q1 2003 32.7 32.6 Target
Q2 YTD 2003 32.7 34.1 31.0
Q3 YTD 2003 32.7 33.5 30.0
YE 2003 32.7 28.9
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
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C2 - Customer Measures Measur Measur As of: Sep-03
Next Update: Dec-03
C2.1 C2.2

Objective:
C2: Customer Objective Owner:

Key
Measure: Initiatives:

Current Period
Date Target Actual Notes Customer Excellence
34.0 Actual
YE 2001 29.6
Q1 2002 29.0 26.6 33.0
Q2 YTD 2002 29.0 30.4
Q3 YTD 2002 29.0 30.6 Highly Likely 32.0
to
YE 2002 29.0 30.9 Highly Likely Buy
Q1 2003 30.0 29.9 to 31.0
Q2 YTD 2003 30.0 31.2 Recommend
30.0
Q3 YTD 2003 30.0 31.7 Customer
Loyalty
YE 2003 30.0 29.0

28.0
What do the results of this quarter/month indicate? 27.0 Target
Extremely Satisfied
Why did we meet or miss the target? with ------------------------------30%
What is the trend? Total Performance
26.0
YE Q1 Q2 Q3 YE Q1 Q2 Q3 YE
Why are we seeing this trend?
2001 2002 YTD YTD 2002 2003 YTD YTD 2003
What plans do we have to meet the target? 2002 2002 2003 2003
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C2 - Customer Measures Measur Measur As of: Sep-03
Next Update: Dec-03
C2.1 C2.2

Objective:
C2: Customer Objective Owner:

Key
Initiatives:

Measure:

Date Target Overall Large Medium Small Notes Relationships per CU Target Overall Large
Q4 2002 4.6 4.8 5.1 3.8 **BASELINE Medium Small
4.9
Q1 2003 4.6 4.8 5.2 3.8
Q2 2003 4.6 4.8 5.2 3.8 4.8
Q3 2003 4.6 4.7 5.1 3.8
Q4 2003 4.8
Q1 2004
Q2 2004 4.7
Q3 2004
Q4 2004 4.7

4.6

4.6

4.5
Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4
2002 2003 2003 2003 2003 2004 2004 2004 2004
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C3 - Customer Measures As of: Sep-03
Next Update: Dec-03

C3: Customer Measure Owner: Objective:

Measure:

Key
Initiatives:
Rolling 3 quarter
Date Target Actual ave Notes Measure Actual
W1 2001 44.2 **BASELINE
50.0 49.5 49.3
W2 2001 44.8 48.9 49.0
W3 2001 48.2 45.7 49.0 48.2 48.4
---------------------------------------------------------------------------------------------------------
48.2
Q1 2002 45.7 44.9 46.0 48.0 48.9
Q2 2002 45.7 49.5 47.6 47.0 Target
Q3 2002 45.7 48.4 47.6 46.0
44.8 44.9
Q4 2002 45.7 48.9 48.9 45.0 44.2
Q1 2003 48.9 48.2 48.5 44.0
Q2 2003 48.9 49.3 48.9 43.0
Q3 2003 48.9 49.0 48.9 42.0
41.0
W1 W2 W3 Q1 Q2 Q3 Q4 Q1 Q2
2001 2001 2001 2002 2002 2002 2002 2003 2003
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C4 - Customer Measures As of: Jan-03
Next Update: Jul-03

C4: Customer Objective Owner: Objective:

Key
Measure:
Initiatives:

Date Target Actual Result

Q3 2003 75% issues on track
Green
Yellow
Red

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P1 - Process Measures As of: May-03
Next Update: Jul-03

P1: Build and effectively Owner: Objective:

deploy an in-depth knowledge
base of our customers and
markets

Key
Measure:
Initiatives:

Date Target Actual Notes

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

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P2 - Process Measures As of: Jan-03
Next Update: Jul-03

Owner: Objective:
P2:Process Objective

Key
Measure:
Initiatives:
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P3 - Process Measures As of: Sep-03
Next Update: Dec-03

P3: Process Measure Owner: Objective:

Key
Measure:
Initiatives:

Date Target Actual Notes New Products Target

1999 4.4% ** BASELINE
Actual
2000 5.3%
2001 8.4% 12.0%
2002 10.0%
10.0%
2003 TBD 9.2% thru September
2004 TBD
8.0%
2005 TBD
2006 TBD 6.0%

4.0%

2.0%

0.0%
1999 1999 1999 2000 2000 2001 2001 2001 2002 2002 2003 2003 2004 2004 2004 2005 2005
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P4 - Process Measures As of: Jan-03
Next Update: Jul-03

P4: Process Objective Owner: Mike Daubs Objective:

Key
Measure: <<tbd>>
Initiatives:

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?

Why did we meet or miss the target?
What is the trend?
Why are we seeing this trend?
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P5 - Process Measures As of: Jan-03
Next Update: Jul-03

P5: Process Objective

Owner: Objective:

Key
Measure:
Initiatives:

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 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?
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P6 - Process Measures As of: Jan-03
Next Update: Jul-03

Owner: Objective:
P6: Process Objective

Key
Measure:
Initiatives:

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.. >>
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?
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P7 - Process Measures As of: May-03
Next Update: Aug-03

P7: Process Objective Owner: Objective:

Key
Measure:
Initiatives:

Aggregate Aggregate Product Other Prod

Date Target Actual Actual Actual
Oct-02 na 14.0%
Nov-02 na
Dec-02 na 12.0%
Jan-03 na
Feb-03 na 10.0%
Mar-03 6.0% 5.5% 1.7% 8.7% Target 8.5%
Apr-03 6.3% 5.5% 2.6% 8.0% 8.0% ----------------------------------------------------------------------------
May-03 6.5% 6.4% 2.3% 10.0% Aggregate
Jun-03 6.8% 6.7% 2.6% 10.2% 6.0%
Jul-03 7.1% 6.6% 2.6% 9.8%
Aug-03 7.4% 6.6% 2.5% 10.0% 4.0%
Sep-03 7.7% 7.2% 3.0% 10.6%
Oct-03 7.9% 2.0%
Nov-03 8.2%
Dec-03 8.5%
0.0%
Oct- Nov- Dec- Jan-03 Feb- Mar- Apr- May- Jun- Jul-03 Aug- Sep- Oct- Nov- Dec-
What do the results of this quarter/month indicate? 02 02 02 03 03 03 03 03 03 03 03 03 03

Why did we meet or miss the target?

What is the trend?
Why are we seeing this trend?
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P8 - Process Measures As of: Nov-03
Next Update: Dec-03

Owner: Objective:
P8: Process Objective

Key
Measure:
Initiatives:

Comparison to
Measure Comparison to Standard
Date Target Standard Notes
Jan-03 80% 50% 100%
Feb-03 80% 47% 90% Target
Mar-03 80% 67% 80% ------------------------------------------------------------------------------------------------------------
75%
Apr-03 80% 61% 67% 67% 70% --80%
70% 65%
May-03 80% 56% 61%
60% 56% 55%
Jun-03 80% 67% 50% 47%
Jul-03 80% 55% 50%
Aug-03 80% 70% 40%
Sep-03 80% 65% 30%
Oct-03 80% 75% 20%
Nov-03 80% 10%
Dec-03 80%
0%
Jan- Feb- Mar- Apr- May- Jun- Jul-03 Aug- Sep- Oct- Nov- Dec-
03 03 03 03 03 03 03 03 03 03 03
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P9 - Process Measures As of: Sep-03
Next Update: Dec-03

P9: Simplify, streamline Owner: Objective:

and continuously improve
operational effectiveness

Key
Measure:
Initiatives:

Date Target Actual Notes

H1 2003
Q3 2003

Q4 2003
Q1 2004

Actual projects delivered that meet minimum criteria!

Yellow - No target yet established
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P10 - Process Measures As of: Apr-03
Next Update: Jul-03

P10: Process Objective Owner: Objective:

Key
Measure:
Initiatives:

BSC Started Plan to BSC Target (BSC

Actual Complete Completed Completed)
Date Notes
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P11 - Process Measures As of: Jan-03
Next Update: Jul-03

P11: Process Objective Owner: Objective:

Key
Measure:
Initiatives:

Date Plan/Target Actual Notes

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

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L1 - Learning & Growth Measures As of: Nov-03
Next Update: Jan-03

L1: Learning Objective Owner: Objective:

Key
Measure:
Initiatives:

Satisfaction Target
Date Target Actual Notes
Q1 2002 80.0% Actual
100.0%
Q1 2003 80.0% 67.0%
Q2 2003 80.0% 67.0%
Q3 2003 80.0% 70.0% 90.0%
Q4 2003 80.0%
Q1 2004 80.0% 80.0%

Survey Rate
Q2 2004 80.0%
Q3 2004 80.0% 70.0%
Q4 2004 80.0%
60.0%

50.0%
Q1 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4
2002 2003 2003 2003 2003 2004 2004 2004 2004
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Why are we seeing this trend?
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L2 - Learning & Growth Measures As of: Nov-03
Next Update: Jan-03

L2: Learning and Owner: Objective:

Growth

Key
Measure:
Initiatives:

Date Target Actual Notes Effectiveness Target

Q1 2002 75.0% Actual
100.0%
Q1 2003 80.0% 75.0%
95.0%
Q2 2003 80.0% 77.0%
90.0%
Q3 2003 80.0% 74.0% 85.0%
Q4 2003 80.0% 80.0%

Survey Rate
Q1 2004 80.0% 75.0%
Q2 2004 80.0% 70.0%
Q3 2004 80.0% 65.0%
Q4 2004 80.0% 60.0%
55.0%
50.0%
Q1 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4
2002 2003 2003 2003 2003 2004 2004 2004 2004

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L3 - Learning & Growth Measures As of: Nov-03
Next Update: Jan-03

L3: Learning and Owner: Objective:

Growth

Key
Measure:
Initiatives:

Date Target Actual Notes Employee Development Target

Q1 2002 71.0% 2002 Culture Assessment Actual
100.0%
Q1 2003 80.0% 72.0% Below Target
95.0%
Q2 2003 80.0% 70.0%
90.0%
Q3 2003 80.0% 78.0% 85.0%
Q4 2003 80.0% 80.0%

Survey Rate
Q1 2004 80.0% 75.0%
Q2 2004 80.0% 70.0%
Q3 2004 80.0% 65.0%
Q4 2004 80.0% 60.0%
55.0%
50.0%
Q1 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4
2002 2003 2003 2003 2003 2004 2004 2004 2004

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L4 - Learning & Growth Measures As of: Nov-03
Next Update: Jan-03

L4: Learning and Owner: Objective:

Growth

Key
Measure:
Initiatives:

Performance Target
Date Target Actual Notes Actual
Q1 2002 81.0% 100.0%
Q1 2003 80.0% 82.0%
Q2 2003 80.0% 82.0% 90.0%
Q3 2003 80.0% 74.0%
Q4 2003 80.0% 80.0%

Survey Rate
Q1 2004 80.0%
Q2 2004 80.0% 70.0%
Q3 2004 80.0%
Q4 2004 80.0% 60.0%

50.0%
Q1 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4
2002 2003 2003 2003 2003 2004 2004 2004 2004
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What is the trend?
Why are we seeing this trend?
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L5 - Learning & Growth Measures As of: Nov-03
Next Update: Jan-03

Owner: Objective:
L5: Learning and Growth
Objective

Key
Measure:
Initiatives:

Date Target Actual Notes 100.0% Measure

Q1 2002 80.0% 2002 Culture Assessment
Q1 2003 80.0% 68.0% Below Target 90.0%
Q2 2003 80.0% 69.0%
80.0% Target
Q3 2003 80.0% 67.0%

Survey Rate
Q4 2003 80.0% Actual
Q1 2004 80.0% 70.0%
Q2 2004 80.0%
Q3 2004 80.0% 60.0%
Q4 2004 80.0%
50.0%
Q1 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4
2002 2003 2003 2003 2003 2004 2004 2004 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?