Strategy Map-Customer

2. Strategy Map-Customer Improve Shareholder Value Financial Perspective • Customer Acquisition • Customer Retention • Market Share Product Leadership Customer Intimacy Customer Perspective Customer Value Proposition Operational Excellence Product/Service Attributes Relationship Image Price Quality Time Function Service Relations Brand “Build the Franchise” • Customer Satisfaction “Increase Customer Value” “Achieve Operational Excellence” “Be a Good Neighbor” Internal Perspective Learning & Growth Perspective A Motivated and Prepared Workforce

3. The Balanced Scorecard Strategy Map Improve Shareholder Value Financial Perspective Shareholder Value ROCE Revenue Growth Strategy Productivity Strategy Build the Franchise Increase Customer Value Improve Cost Structure Improve Asset Utilization • New Revenue Sources • Customer Profitability • Cost per Unit • Asset Utilization • Customer Acquisition • Customer Retention • Market Share Product Leadership Customer Intimacy Customer Perspective Customer Value Proposition Operational Excellence Product/Service Attributes Relationship Image Price Quality Time Function Service Relations Brand • Customer Satisfaction “Build the Franchise” “Increase Customer Value” “Achieve Operational Excellence” “Be a Good Neighbor” Internal Perspective (Customer Management Processes) (Innovation Processes) (Operations & Logistics Processes) (Regulatory & Environmental Processes) Learning & Growth Perspective A Motivated and Prepared Workforce Strategic Competencies Strategic Technologies Climate for Action

4. The Balanced Scorecard Strategy Map Improve Shareholder Value Financial Perspective Shareholder Value ROCE Revenue Growth Strategy Productivity Strategy Build the Franchise Increase Customer Value Improve Cost Structure Improve Asset Utilization • New Revenue Sources • Customer Profitability • Cost per Unit • Asset Utilization • Customer Acquisition • Customer Retention • Market Share Product Leadership Customer Intimacy Customer Perspective Customer Value Proposition Operational Excellence Product/Service Attributes Relationship Image Price Quality Time Function Service Relations Brand • Customer Satisfaction “Build the Franchise” “Increase Customer Value” “Achieve Operational Excellence” “Be a Good Neighbor” Internal Perspective (Customer Management Processes) (Innovation Processes) (Operations & Logistics Processes) (Regulatory & Environmental Processes) Learning & Growth Perspective A Motivated and Prepared Workforce Strategic Competencies Strategic Technologies Climate for Action

5. The Balanced Scorecard Strategy Map Improve Shareholder Value Financial Perspective Shareholder Value ROCE Revenue Growth Strategy Productivity Strategy Build the Franchise Increase Customer Value Improve Cost Structure Improve Asset Utilization • New Revenue Sources • Customer Profitability • Cost per Unit • Asset Utilization • Customer Acquisition • Customer Retention • Market Share Product Leadership Customer Intimacy Customer Perspective Customer Value Proposition Operational Excellence Product/Service Attributes Relationship Image Price Quality Time Function Service Relations Brand • Customer Satisfaction “Build the Franchise” “Increase Customer Value” “Achieve Operational Excellence” “Be a Good Neighbor” Internal Perspective (Customer Management Processes) (Innovation Processes) (Operations & Logistics Processes) (Regulatory & Environmental Processes) Learning & Growth Perspective A Motivated and Prepared Workforce Strategic Competencies Strategic Technologies Climate for Action