Metric Mission

Goal Programming
for
Vision Deployment
Vision Deployment Scheme
Plan Do
Deploy
Define &Measure
Vison
Deploy
Define &Measure
Internal Missions
Deploy
Analyse Define &Measure
Internal Processes
ment Scheme
Check Act
Analyse Data Improve
Vison
nal Missions
al Processes
Our Mission Statement Comes here
To provide comfortable living accomodation
Our Mission is to provide comfortable Residential And Commerical Spaces

omes here
ntial And Commerical Spaces

ILB VISION
To be in the Top Ten in the Building Sector

he Building Sector by 2014
Managemet:Improve Resource Effectiveness
Core:Faster Better ,Cost Effective,Products and Services
Support Mission: Effective and Efficient Service To Core
Metrics Mission:Measure What we Attain and attain What We Measure

Criteria Menu "5
Forces" Vision Goal Area
Marketplace Market Place

Customer Technology
Industry Trends Customer
Competition Industry Trends
Supplier Investors
Regulatory Ambience/Regime People
Technology
Investors
EXAMPLE ->
EXAMPLE ->
EXAMPLE ->
EXAMPLE ->
EXAMPLE ->
Can The Goals Be Approve

Goals Review Level As Suggested ?
1 GM/AMR
2 COO/MR
3 CEO
4 BOD
Generic Goals/Objective
Goal Area Relevant Missions
Market Place Core We will be the No 1 in Segment a,No X in Segment b,etc in 5

Technology Core We will have Our own Technologies for -- in ---segments
Customer Core We will have xx % Customer Retention/Reorder
Industry Trends Core We will realise Y% in other Markets also
Investors Management We will attain a X% NAV for the shares held
People We will improve the Staff Performance index by --%
Can The Goals Be Approved

As Suggested ? Are the Mission Goals /Objectives "SMART
Specific Y/N ? Measurable Y/N ? Attainable Y/N ?
Goals/Objective
The Three way Test Y/N
?
a,No X in Segment b,etc in 5 years Yes -67% Yes -76%
ctive
at
gies for -- in ---segments Y/N Y/N
(1-1 And wh
Effe
etention/Reorder Y/N Y/N
ts
)
oduc
ets also Y/N Y/N
0 0%
Cost
shares held Y/N Y/N
ff ? s/Our Pr
elev s Faster
mance index by --% Y/N Y/N
ore
Y/N Y/N
ance
us M
Y/N Y/N
% is make u
Bett make u
Y/N Y/N
ake
Y/N Y/N
Y/N Y/N
it s r
er O
it m
Y/N Y/N
it
it
Will
Will
Will
Y/N Y/N
jectives "SMART" ?
Realistic Y/N ? Timebound Y/N ?
/N Period How This Will Be Measured ?
Y/N
Y/N How this will be Measured ?
ts
oduc

ff ? s/Our Pr
Y/N
Y/N
Y/N
Bett make u
Y/N
Y/N
Y/N
er O
Y/N
it
Will
Y/N
New
Processes or/
and Initiatives
Required Target Date
M1
Mission Ideal Attainment Actual Attainment
5
M1 5 3
M2 5 4
M3 5 Ideal 5
M4 5 Attainment
2
M4 0 M2
Actual
Attainment
M3
Vision Q.Policy Mission Strategic Focus
Financial
a
n
a
g
e
m
e
Customer
n
t
I
n
t
C e
o r
n
r a
e l
S
u
p
p
Learning ->
o
r
t
M
e
t
g
M
e
t
r
Measuring
i
c
T
e
c
h
n K
o n
o
l w
o -
H
g o
y w
Mission Metrics
Strategic Goal Targets HTB/LTB Lag/Lead
MF1
ROI Insert a financial objective in this box(eg
Attain a 40% Annual Growth in ROI or NAV
ROE
Revenue
Earnings
Capital Related Processses
Cash Flow
Related Customer,Process &
Rework Costs Learning(/HR) Goals
Brand Equity MC1
Customer Satisfaction Insert a Customer/Market objective in this
box
Service
Marketshare
Time To Produce
Market Rankng Related Processses
Customer Complaints Related Customer,Process &
Turnover Growth Learning(/HR) Goals
Material Productivity CI1

Labour Productivity Insert a Core Internal objective in this box
Capital Productivity
Commissioning Metrics
Design Metrics
Error Rates/Project Related Processses
Service Dept Related Customer,Process &
Accidents Learning(/HR) Goals
Project Delays
SL1
Insert a financial objective in this box
Employee Morale
HR Training
Average HR Process
Measure Related Processses
Technology/Patents Related Customer,Process &
Learning(/HR) Goals
Technology-Principals
MM1
MRMs Insert a Metrics objective in this box
Audits
Process Measures
Mission Measures
Vision Attainment Related Processses
Rewards
Related Customer,Process &
Intangibles Learning(/HR) Goals
Valid From To
Targets HTB/LTB Lag/Lead Targets

MF2 MF3
Insert a financial objective in this box Insert a financial objective in this box
Related Processses Related Processses
Related Customer,Process & Related Customer,Process &

Learning(/HR) Goals Learning(/HR) Goals
MC2 MC3
Insert a Customer/Market objective in this Insert a Customer/Market objective in this
box box

CI2 CI3
Insert a Core Internal objective in this box Insert a Core Internal objective in this box

SL2 SL3

MM3 MM3
Insert a Metrics objective in this box Insert a Metrics objective in this box

HTB/LTB Lag/Lead Targets HTB/LTB Lag/Lead
MF4
al objective in this box Insert a financial objective in this box
Processses Related Processses
ustomer,Process & Related Customer,Process &

HR) Goals Learning(/HR) Goals
MC4
er/Market objective in this Insert a Customer/Market objective in this
box

CI4
ternal objective in this box Insert a Core Internal objective in this box

SL4
al objective in this box Insert a financial objective in this box

MM4
objective in this box Insert a Metrics objective in this box

MF5 MF6

MC5 MC6
Insert a Customer/Market objective in this Insert a Customer/Market objective in this
box box

CI5 CI6
Insert a Core Internal objective in this box Insert a Core Internal objective in this box

SL5 SL6

MM5 MM6

HTB/LTB Lag/Lead Targets HTB/LTB Lag/Lead Targets
MF7 MF8

MC7 MC8
Insert a financial objective in this box Insert a Customer/Market objective in th
box

CI7 CI8
Insert a Core Internal objective in this box Insert a Core Internal objective in this b

SL7 SL8

MM7 MM8

MF8 MF9
nsert a financial objective in this box Insert a financial objective in this box

MC8 MC9
nsert a Customer/Market objective in this Insert a Customer/Market objective in this
box box

CI8 CI9
nsert a Core Internal objective in this box Insert a Core Internal objective in this box

SL8 SL9
nsert a financial objective in this box Insert a financial objective in this box

MM8 MM8
nsert a Metrics objective in this box Insert a Metrics objective in this box

Return Home
Financial
Profitable
Growth
Profitable
Growth
Customer
Innovative
Solutions
Internal Processes
Grow the Business:
Form new
partnerships
Develop new
services
Research &
Development
Research &
Development
Learning & Growth
Market /
Customer Driven
Skills
Example of a Strategic Map
Maximize return
on Assets
Profitable Control Operating

Growth Costs
Leverage
Assets
Profitable Control Operating
Growth Costs
Leverage
Assets
Innovative
Solutions
Reliable
Service
Stable / Quality
Suppliers
Customer Service: Optimize Core Business:
orm new Optimal Asset

rtnerships Utilization
Cross Delivery of
Services
Activity Based
Costing
evelop new
services
Seamless
Improved Asset
customer
Allocation
processing
Research &
Development
processing
Research &
Development
High Levels of Effective

Employee Leadership in
Market / Satisfaction Management
ustomer Driven
Skills
ed Asset
cation
ective
ership in
agement
Metric Mission
Measurement Lag / Lead Comparison
Strategic Goal Lag / Outcome Measure

Most of your financial
measures are outcomes
Financial
Most of your customer

measures are outcomes
Customer
Mix of outcomes
Processes
L&G
Metrics
Lead / Driver Measure
and drivers
Most of your Learning and

Growth measures will be
drivers
Most of your Learning and

Growth measures will be
drivers
M &M L&G Internal Customer Financial
CI6
CI5
CI4
CI3
CI2
CI1
SL4
SL3
SL2
SL1
MF4
MF3
MF2
MF1
MC5
MC4
MC3
MC2
MC1
MM4
MM3
MM2
MM1
Metric Mission
Measurement Summary
Type Of Graph
Update
Periodicity
Collection &
Data
Presentation
Responsibility
Responsibility
To Review and
Organise
Correctives
Degree of Link
With Vision
Degree of
Support
Metrics Mission
Mission Brief
Mission Name:
Mission Task
Mission Process & Process Owners
Sl Mission Goal Related Process Process Measure PMG Type

No
MF1
MF2 Etc
Nature of
Mission Goal Total Benefit Year 1 Benefit
Benefit
Mission Benefits
Mission Review Periodicity:
ReportsOf Mission Performance Required For Management Review:

Can The Goals Be
Goals Review Level ApprovedAs Suggested ? Are the Goals
1 GM/AMR Specific Y/N ?
2 COO/MR
3 CEO
4 BOD
Start Date:
Mission Leader:
PMG Periodicity Submitted By (PO) SubmittedTo (PO)
Year 1 Benefit Year 2 Benefit Year 3 Benefit

Are the Goals/Objectives "SMART" ?
Measurable Y/N ? Attainable Y/N ? Realistic Y/N ? Timebound Y/N ?
Metrics Mission
Mission Brief
Mission Name:
Mission Objective
Sl Mission Goal Related Process Process Measure PMG Type

No
MF1
MF2 Etc
Nature of
Benefit
Mission Benefits

Can The Goals Be
Goals Review Level ApprovedAs Suggested ? Are the Goals/
1 GM/AMR Specific Y/N ?
2 COO/MR
3 CEO
4 BOD
Start Date:
Mission Leader:
PMG Periodicity Submitted By (PO) SubmittedTo (PO)
Year 1 Benefit Year 2 Benefit Year 3 Benefit

Are the Goals/Objectives "SMART" ?
Measurable Y/N ? Attainable Y/N ? Realistic Y/N ? Timebound Y/N ?
Metrics Mission
Mission Brief
Mission Name: Start Date:
Mission Objective Mission Leader:
Sl Mission Goal Related Process Process Measure PMG Type PMG

No Periodicity
MF1
MF2 Etc
Nature of
Benefit
Mission Benefits
Can The Goals Be

Goals Review Level ApprovedAs Suggested ? Are the Goals/Objectives
1 GM/AMR Specific Y/N
Measurable
? Y/N ?
2 COO/MR
3 CEO
4 BOD
Start Date:
Mission Leader:
Submitted Submitted
By (PO) To (PO)
Year 2 Benefit Year 3 Benefit
Goals/Objectives "SMART" ?
AttainableRealistic
Y/N ? Y/N
Timebound
? Y/N ?
Metrics Mission
Mission Brief
Mission Name: Start Date:
Mission Objective Mission Leader:
Sl Mission Goal Related Process Measure PMG PMG

No Process Type Periodicit
y
MF1
MF2 Etc
Nature of
Benefit
Mission Benefits

Start Date:
Mission Leader:
Submitte Submitte
d By (PO) dTo (PO)
Year 2 Benefit Year 3 Benefit

Management Mission
Mission Objective:
Goals Summary Mission Leader
Key
Initiatives
Measure:
Correctives if
Year Savings* Measure: Deviation Required
Q1 2002 9.2% 10.2%
Q1 2003 9.6% 10.2%
Q2 2003 9.6% 10.3%
Q3 2003 Goa 10.4%
Q4 2003
Q1 2004
Q2 2004
Q3 2004
Q4 2004
Data To be suppied By:

Data Source:
PMG To Be Made By:
PMG To Be Released To---- before ---- Every---Month/Qurter/Hyr/Yr
As of:
Next Update:
ion Objective:
Savings*Measure
Mission Objectives
Measure:
20.0%
Deviation
18.0%
16.0%
14.0%
12.0%
10.0%
8.0%
6.0%
4.0%
2.0%
0.0%
Q1 2003 Q3 2003 Q1 2004 Q3 2004
Q1 2002 Q2 2003 Q4 2003 Q2 2004 Q4 2004
Nov-03
Dec-03
MF Management: Financial Measures As of: Nov-03
Next Update: Dec-03
Mission Supportive Objective:
MF1: Financial Measure
Owner:
Key
Measure: Initiatives/Pr
ocesses:
Savings*
Measure
Correctives if
Year Savings* Measure: Deviation Required Measure:
20.0%
Q1 2002 9.2% 10.2% Deviation
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%
Q4 2004
8.0%
6.0%
4.0%
2.0%
0.0%
Q1 2003 Q3 2003 Q1 2004 Q3 2004
Q1 2002 Q2 2003 Q4 2003 Q2 2004 Q4 2004

Data Source:
PMG To Be Made By:
MF Management: Financial Measures As of: Sep-03
Next Update: Dec-03
Objective:
MF2: Finacial Measuree
Owner:
Key
Measure: Initiatives:
Correctives if CMG Net Income Impact on CUs

Year Aggregate Target Aggregate Actuals Deviation Required Notes
YE 2002 3.27% **BASELINE Aggregate Target Aggregate Actuals
Q1 2003 3.18% 3.29% Mainly due to less than expected CU net income
5.00%
Q2 2003 3.19% 3.23%
Q3 2003 3.34% 4.50%
Q4 2003 3.41% 4.00%
Q1 2004 3.50%
Q2 2004
3.00%
Q3 2004
Q4 2004 2.50%
2.00%
1.50%
1.00%
0.50%
0.00%
-0.50%
YE 2002 Q1 2003 Q2 2003 Q3 2003 Q4 2003 Q1 2004 Q2 2004 Q3 2004 Q4 2004

Data Source:
PMG To Be Made By:
MF Management: Financial Measures As of: Oct-03
Next Update: Nov-03
MF3: Financial Measure Owner: Objective:
Key
Measure:
Initiatives:
Financial Measure
Date Target Actual Deviation Correctives if Required
Jan-03 No specific data for January Column C Column D
Feb-03 1.0 1.0 Cumulative figure for Jan&Feb
Mar-03 2.0 2.0 Cumulative figure for Jan,Feb,Mar 14.0
Apr-03 3.0 3.0 Cumulative figure for Jan - Apr 12.0
May-03 4.0 4.0 Cumulative figure for Jan - May
Jun-03 5.0 5.0 Cumulative figure for Jan - Jun 10.0
$ Millions
Jul-03 6.0 6.0 Cumulative figure for Jan - Jul
Aug-03 7.0 7.0
8.0
Cumulative figure for Jan - Aug
Sep-03 8.0 8.0 Cumulative figure for Jan - Sep 6.0
Oct-03 9.0 9.0 Cumulative figure for Jan - Oct
Nov-03 10.0 10.0 4.0
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?
What plans do we have to meet the target?

Data Source:
PMG To Be Made By:
0
MF Management: Financial Measures As of: Sep-03
Next Update: Dec-03
MF4: Financial Measure Owner: Objective:
Key
Measure:
Initiatives:
Operating ROE Target

2.5% Actual
1999 1.0% 2.00%
2000 1.0% 2.00%
2001 1.0% 2.00% 2.0%
2002 1.0% 2.00%
2003 1.0% 2.00% Updated qtly based on forecasted 1.5%
2004 1.0% operating gain.
ROE
2005 1.0%
1.0%
2006 1.0%
2007 1.0%
0.5%
0.0%
1999 2000 2001 2002 2003 2004 2005 2006 2007
Annual

What is the trend?

Data Source:
PMG To Be Made By:
0
MF Management: Financial Measures As of: Oct-03
Next Update: Nov-03
Objective:
MF5: Consistent revenue
growth in excess of 10% Owner:
Key
Initiatives:
Measure:
Financial Measure
Oct-02 4.0% 5.0% Target Actual
Nov-02 4.0% 5.0%
6.0%
Operating Revenue Growth

Jan-03 4.0% 5.0%
Feb-03 4.0% 5.0%
Mar-03 4.0% 5.0%
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 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

What is the trend?

Data Source:
PMG To Be Made By:
MF Management: Financial Measures As of: Nov-03
Next Update: Dec-03
Objective:
MF6: Financial Measure Owner:
Key
Measure
Date Monthly Target Actual Deviation Correctives if Required
Oct-02 12.0% 11.3% 12.0% Monthly Target
Nov-02 11.0% 9.9% 11.5% Actual
Dec-02 10.0% 8.7%
11.0%
Jan-03 9.0% 9.4%
Feb-03 8.0% 10.6% 10.5%
Unit Cost Aggregator

Mar-03 7.0% 9.7% 10.0%
Apr-03 6.0% 9.8%
9.5%
May-03 5.0% 9.1%
Jun-03 4.0% 9.6% 9.0%
Jul-03 3.0% 9.0% 8.5%
Aug-03 3.0% 9.4% 8.0%
Sep-03 3.0% 8.1%
Oct-03 3.0% 9.3% 7.5%
Nov-03 3.0% 7.0%
Dec-03 3.0% 6.5%
Why did we meet or miss the target? 6.0%
Nov-02 Jan-03 Mar-03 May-03 Jul-03 Sep-03 Nov-03
What is the trend? Oct-02 Dec-02 Feb-03 Apr-03 Jun-03 Aug-03 Oct-03 Dec-03
MCManagement :Customer Measures As of: Sep-03
Next Update: Dec-03
MC1: Customer Objective Owner: Objective:
Key
Measure:
Initiatives:
Customer Satisfaction Index

Date Target Actual Notes
YE 2001 31.2 Actual
Q1 2002 31.2 28.9
35.0
Q2 YTD 2002 31.2 31.5 34.1
Q3 YTD 2002 31.2 32.2 34.0 33.5
YE 2002 31.2 32.7 33.0 32.7 32.6
32.2
Q1 2003 32.7 32.6 32.0 31.5
31.2
Q2 YTD 2003 32.7 34.1
31.0
Q3 YTD 2003 32.7 33.5
YE 2003 32.7 30.0
28.9
29.0
28.0
27.0
26.0
25.0
Q1 2002 Q3 YTD 2002 Q1 2003 Q3 YTD 2003
YE 2001 Q2 YTD 2002 YE 2002 Q2 YTD 2003 YE 2003

Data Source:
PMG To Be Made By:
0
Next Update: Dec-03
Objective:
MC2: Customer Objective Owner:
Key
Current Period Customer Excellence

34
Actual
YE 2001 29.6
Q1 2002 29.0 26.6 33
Q2 YTD 2002 29.0 30.4
Q3 YTD 2002 29.0 30.6 Highly Likely 32
to
YE 2002 29.0 30.9 Highly Likely Buy
Q1 2003 30.0 29.9 to 31
Recommend
Q2 YTD 2003 30.0 31.2
Customer 30
Q3 YTD 2003 30.0 31.7 Loyalty
YE 2003 30.0 29
28
What do the results of this quarter/month indicate? Extremely Satisfied
Why did we meet or miss the target? with 27
What is the trend? Total Performance
Why are we seeing this trend? 26
Q2 YTD 2002 Q2 YTD 2003
What plans do we have to meet the target? YE 2001 YE 2002 YE 2003

Data Source:
PMG To Be Made By:
0
Next Update: Dec-03
Objective:
MC3: Customer/Market Share Owner:

Objective
Key
Initiatives:
Measure:
Correctives if Relationships per CU

Date Target Overall Large Medium Small Deviation Required
Q4 2002 4.6 4.8 5.1 3.8 Target Overall Large Medium Small
Q1 2003 4.6 4.8 5.2 3.8 6
Q2 2003 4.6 4.8 5.2 3.8
Q3 2003 4.6 4.7 5.1 3.8
5
Q4 2003
Q1 2004
Q2 2004 4
Q3 2004
Q4 2004 3
0
Q4 2002 Q1 2003 Q2 2003 Q3 2003 Q4 2003 Q1 2004 Q2 2004 Q3 2004 Q4 2004

Data Source:
PMG To Be Made By:
Navigation: Click globe to return to strategy map
Next Update: Dec-03
Owner: Objective:
MC3: Customer/Market Share
Objective
Measure:
Key
Initiatives:
Rolling 3 quarter Measure

Date Target Actual ave Deviation Correctives if Required
W1 2001 44.2 Actual
W2 2001 44.8
50.0 49.5 49.3
W3 2001 48.2 45.7 48.9 49.0
Q1 2002 45.7 44.9 46.0 49.0 48.2 48.4 48.2
Q2 2002 45.7 49.5 47.6 48.0
Q3 2002 45.7 48.4 47.6 47.0
Q4 2002 45.7 48.9 48.9 46.0
Q1 2003 48.9 48.2 48.5 44.8 44.9
45.0 44.2
Q2 2003 48.9 49.3 48.9
44.0
Q3 2003 48.9 49.0 48.9
43.0
42.0
41.0
W1 2001 W2 2001 W3 2001 Q1 2002 Q2 2002 Q3 2002 Q4 2002 Q1 2003 Q2 2003

Data Source:
PMG To Be Made By:
0
C4 - Customer Measures As of: Jan-03
Next Update: Jul-03
Owner: Objective:
MC3: Customer/Market Share
Objective
Key
Measure:
Initiatives:

Q3 2003 75% issues on track
Green
Yellow
Red

What is the trend?

Data Source:
PMG To Be Made By:
Core Mission
Mission Objective:
Key
Initiatives
Measure:
Correctives if
Q1 2002 9.2% 10.2%
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

Data Source:
PMG To Be Made By:
As of:
Next Update:
ion Objective:
Savings*Measure
Mission Objectives
Measure:
20.0%
Deviation
18.0%
16.0%
14.0%
12.0%
10.0%
8.0%
6.0%
4.0%
2.0%
0.0%
Q1 2003 Q3 2003 Q1 2004 Q3 2004
Q1 2002 Q2 2003 Q4 2003 Q2 2004 Q4 2004
Nov-03
Dec-03
CI:Internal Proceses As of: Jan-03
Next Update: Jul-03
Owner: Objective:
CI1: Process Objective
Key
Measure:
Initiatives:
Date Plan/Target Actual Deviation Correctives if Required

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?

Data Source:
PMG To Be Made By:
0
CI:Internal Proceses As of: May-03
Next Update: Jul-03
CI2 Process Name Owner: Objective:
Key
Measure:
Initiatives:

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

What is the trend?

Data Source:
PMG To Be Made By:
CI:Internal Proceses As of: Sep-03
Next Update: Dec-03
Owner: Objective:
CI3 Process Name
Key
Measure:
Initiatives:
Date Target Actual Deviation Correctives if Required New Products

1999 4.4% ** BASELINE Target Actual
2000 5.3%
2001 8.4% 12.0%
2002 10.0%
2003 TBD 9.2% thru September 10.0%
2004 TBD
2005 TBD 8.0%
2006 TBD
6.0%
4.0%
2.0%
0.0%
1999 2000 2001 2002 2003 2004 2005 2006

Data Source:
PMG To Be Made By:
Next Update: Jul-03
CI4: Process Name:

Owner: Objective:
Key
Measure:
Initiatives:
Correctives if
Date Deviation Required
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?

Data Source:
PMG To Be Made By:
CI:Internal Proceses As of: May-03
Next Update: Aug-03
CI5: Process Objective

Owner: Objective:
Key
Measure:
Initiatives:
Aggregate Aggregate Product Other Prod Aggregate Actual

Correctives if 14.0%
Date Target Actual Actual Actual Deviation Required Product
Oct-02 na Actual
Nov-02 na 12.0%
Other Prod Actual
Dec-02 na
Jan-03 na 10.0%
Feb-03 na
Mar-03 6.0% 5.5% 1.7% 8.7% 8.0%
Apr-03 6.3% 5.5% 2.6% 8.0%
May-03 6.5% 6.4% 2.3% 10.0% 6.0%
Jun-03 6.8% 6.7% 2.6% 10.2%
Jul-03 7.1% 6.6% 2.6% 9.8% 4.0%
Aug-03 7.4% 6.6% 2.5% 10.0%
Sep-03 7.7% 7.2% 3.0% 10.6%
2.0%
Oct-03 7.9%
Nov-03 8.2%
Dec-03 8.5% 0.0%
Nov-02 Jan-03 Mar-03 May-03 Jul-03 Sep-03 Nov-03
Oct-02 Dec-02 Feb-03 Apr-03 Jun-03 Aug-03 Oct-03 Dec-03
What is the trend?

Data Source:
PMG To Be Made By:
0
Next Update: Jul-03
CI6: Process Objective Owner: Objective:
Key
Measure:
Initiatives:
Date Plan/Target Actual Deviation Correctives if Required

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

What is the trend?

Data Source:
PMG To Be Made By:
CI:Internal Proceses As of: Sep-03
Next Update: Dec-03
CI7: Process Objective Owner: Objective:
Key
Measure:
Initiatives:
H1 2003
Q3 2003
Q4 2003
Q1 2004
Actual projects delivered that meet minimum criteria!

Yellow - No target yet established

Data Source:
PMG To Be Made By:
Support Misssion
Mission Objective:
Key
Initiatives
Measure:
Correctives if
Q1 2002 9.2% 10.2%
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

Data Source:
PMG To Be Made By:
As of:
Next Update:
ion Objective:
Savings*Measure
Mission Objectives
Measure:
20.0%
Deviation
18.0%
16.0%
14.0%
12.0%
10.0%
8.0%
6.0%
4.0%
2.0%
0.0%
Q1 2003 Q3 2003 Q1 2004 Q3 2004
Q1 2002 Q2 2003 Q4 2003 Q2 2004 Q4 2004
Nov-03
Dec-03
0
SL:Support Learning Processes As of: Nov-03
Next Update: Jan-03
SL18: Learning Objective Owner: Objective:
Key
Measure:
Initiatives:
Satisfaction
Q1 2002 80.0% Target Actual
Q1 2003 80.0% 67.0% 100.0%
Q2 2003 80.0% 67.0%
Q3 2003 80.0% 70.0%
Q4 2003 80.0% 90.0%
Q1 2004 80.0%
Survey Rate
Q2 2004 80.0% 80.0%
Q3 2004 80.0%
Q4 2004 80.0% 70.0%
60.0%
50.0%
What do the results of this quarter/month indicate? Q1 2002 Q1 2003 Q2 2003 Q3 2003 Q4 2003 Q1 2004 Q2 2004 Q3 2004 Q4 2004
What is the trend?

Data Source:
PMG To Be Made By:
0
Next Update: Jan-03
SL2:L2: Learning
Learning and
Objective Owner: Objective:
Growth
Key
Measure:
Initiatives:
Effectiveness
Q1 2002 75.0% Target Actual
Q1 2003 80.0% 75.0% 100.0%
Q2 2003 80.0% 77.0%
Q3 2003 80.0% 74.0%
90.0%
Q4 2003 80.0%
Q1 2004 80.0%
Survey Rate
80.0%
Q2 2004 80.0%
Q3 2004 80.0%
70.0%
Q4 2004 80.0%
60.0%
50.0%
Q1 2002 Q1 2003 Q2 2003 Q3 2003 Q4 2003 Q1 2004 Q2 2004 Q3 2004 Q4 2004
What is the trend?

Data Source:
PMG To Be Made By:
0
Next Update: Jan-03
L4: Learning and Growth Owner: Objective:
Key
Measure:
Initiatives:
Performance Target
Date Target Actual Deviation Correctives if Required Actual
100.0%
Q1 2002 81.0%
Q1 2003 80.0% 82.0%
Q2 2003 80.0% 82.0% 90.0%
Q3 2003 80.0% 74.0%
Q4 2003 80.0%
Survey Rate
80.0%
Q1 2004 80.0%
Q2 2004 80.0%
Q3 2004 80.0% 70.0%
Q4 2004 80.0%
60.0%
50.0%
What do the results of this quarter/month indicate? Q1 2002 Q1 2003 Q2 2003 Q3 2003 Q4 2003 Q1 2004 Q2 2004 Q3 2004 Q4 2004
What is the trend?

Data Source:
PMG To Be Made By:
Metrics Misssion
Mission Objective:
Key
Initiatives
Measure:
Correctives if
Q1 2002 9.2% 10.2%
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

Data Source:
PMG To Be Made By:
As of:
Next Update:
ion Objective:
Savings*Measure
Mission Objectives
Measure:
20.0%
Deviation
18.0%
16.0%
14.0%
12.0%
10.0%
8.0%
6.0%
4.0%
2.0%
0.0%
Q1 2003 Q3 2003 Q1 2004 Q3 2004
Q1 2002 Q2 2003 Q4 2003 Q2 2004 Q4 2004
Nov-03
Dec-03
0
Metrics Mission :Monitoring As of: Nov-03
Next Update: Jan-03
MM1Audit Objective: Owner: Objective:

Vision Attainment
Key
Measure:
Initiatives:
Employee Development
Q1 2002 71.0% 2002 Culture Assessment
Target Actual
Q1 2003 80.0% 72.0% Below Target 100.0%
Q2 2003 80.0% 70.0%
Q3 2003 80.0% 78.0%
90.0%
Q4 2003 80.0%
Q1 2004 80.0%
Survey Rate
80.0%
Q2 2004 80.0%
Q3 2004 80.0%
70.0%
Q4 2004 80.0%
60.0%
50.0%
Q1 2002 Q1 2003 Q2 2003 Q3 2003 Q4 2003 Q1 2004 Q2 2004 Q3 2004 Q4 2004
What is the trend?

Data Source:
PMG To Be Made By:
0
Metrics Mission :Monitoring As of: Nov-03
Next Update: Jan-03
Owner: Objective:
MM2Audit Objective
Missions Compliance to Vision
Key
Measure:
Initiatives:
Measure
100%
Q1 2003 80.0% 68.0% Below Target
90%
Q2 2003 80.0% 69.0% Target
Q3 2003 80.0% 67.0%
Survey Rate
80% Actual
Q4 2003 80.0%
Q1 2004 80.0%
70%
Q2 2004 80.0%
Q3 2004 80.0%
60%
Q4 2004 80.0%
50%
Q1 2002Q1 2003Q2 2003Q3 2003Q4 2003Q1 2004Q2 2004Q3 2004Q4 2004

What is the trend?

Data Source:
PMG To Be Made By:
Metrics Mission :Monitoring
Owner:
MM3Audit Objective:
Process Envelope Ratio
Measure:

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?

Data Source:
PMG To Be Made By:
As of:
Next Update:
Objective:
Key
Initiatives:
Measure
100%
90% Target
Actual
Survey Rate
80%
70%
60%
50%
Q1 2002Q1 2003Q2 2003Q3 2003Q4 2003Q1 2004Q2 2004Q3 2004Q4 2004
0
Nov-03
Jan-03
arget
tual
Owner:
MM4 Audit Objective:
Personnel Performance Envelope
Ratio
Measure:

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?

Data Source:
PMG To Be Made By:
As of:
Next Update:
Objective:
Key
Initiatives:
Measure
100%
90% Target
Actual
Survey Rate
80%
70%
60%
50%
Q1 2002Q1 2003Q2 2003Q3 2003Q4 2003Q1 2004Q2 2004Q3 2004Q4 2004
0
Nov-03
Jan-03
arget
tual
Owner:
MM5 MRM Compliance
Measure:

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?

Data Source:
PMG To Be Made By:
As of:
Next Update:
Objective:
Key
Initiatives:
Measure
100%
90% Target
Actual
Survey Rate
80%
70%
60%
50%
Q1 2002Q1 2003Q2 2003Q3 2003Q4 2003Q1 2004Q2 2004Q3 2004Q4 2004
0
Nov-03
Jan-03
arget
tual
Owner:
MM6 Process Compliance NCRS
Measure:

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?

Data Source:
PMG To Be Made By:
As of:
Next Update:
Objective:
Key
Initiatives:
Measure
100%
90% Target
Actual
Survey Rate
80%
70%
60%
50%
Q1 2002Q1 2003Q2 2003Q3 2003Q4 2003Q1 2004Q2 2004Q3 2004Q4 2004
0
Nov-03
Jan-03
arget
tual
Owner:
MM5 Overall Productivity
Measure:

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?

Data Source:
PMG To Be Made By:
As of:
Next Update:
Objective:
Key
Initiatives:
Measure
100%
90% Target
Actual
Survey Rate
80%
70%
60%
50%
Q1 2002Q1 2003Q2 2003Q3 2003Q4 2003Q1 2004Q2 2004Q3 2004Q4 2004
0
Nov-03
Jan-03
arget
tual
Owner:
MM8 Overall Competitiveness
Index
(Quality Factor x Cost Factor x
AvProject TAT
Measure:

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?

Data Source:
PMG To Be Made By:
As of:
Next Update:
Objective:
Key
Initiatives:
Measure
100%
90% Target
Actual
Survey Rate
80%
70%
60%
50%
Q1 2002Q1 2003Q2 2003Q3 2003Q4 2003Q1 2004Q2 2004Q3 2004Q4 2004
0
Nov-03
Jan-03
arget
tual
Metric Mission
Target Checklist
A Targets match up with measurements, one to one.

B Targets have been established for improving current levels of performance.
C Targets are achievable, but they may require changes to existing processes.
D Targets are quantifiable so that the target communicates if the expected performance was met.
E Longterm Targets (3 to 5 years) stretch the organization towards its strategic goals.
F Longterm Targets are established first before short term targets.
G Financial related targets are established first before non financial targets.
Sources for Comparing Targets against Actuals:
Strategic goals
Industry benchmarks / best practices
Incremental improvement to existing performance levels *
New baseline must be established
Other _______________________________________________
Other _______________________________________________
* Identify performance gaps, areas where the organization must reach a higher level:
Longterm Gap in Performance

$60
$50
$40
Target
$30 Revenues
$20 Current Trend
$10
$0
1 2 3 4 5
Time Frame (5 years)
Target Current
Yr Revenues Trend Gap
1 10 10 0
2 20 12 8
3 30 14 16
4 40 16 24
5 50 18 32

Data Source:
PMG To Be Made By:
mance was met.

Metric Mission

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Goal Programming

Analyse Data Improve

Analyse Data Improve

Analyse Data Improve

To provide comfortable living accomodation

Our Mission is to provide comfortable Residential And Commerical Spaces

ntial And Commerical Spaces

To be in the Top Ten in the Building Sector

Core:Faster Better ,Cost Effective,Products and Services

Support Mission: Effective and Efficient Service To Core

Metrics Mission:Measure What we Attain and attain What We Measure

Marketplace Market Place

Can The Goals Be Approve

Goal Area Relevant Missions

Market Place Core We will be the No 1 in Segment a,No X in Segment b,etc in 5

Can The Goals Be Approved

The Three way Test Y/N

Y/N How this will be Measured ?

Material Productivity CI1

Targets HTB/LTB Lag/Lead Targets

Related Processses Related Processses

Related Customer,Process & Related Customer,Process &

Related Processses Related Processses

Related Processses Related Processses

Related Processses Related Processses

Related Processses Related Processses

Related Customer,Process & Related Customer,Process &

Processses Related Processses

ustomer,Process & Related Customer,Process &

Processses Related Processses

Processses Related Processses

Processses Related Processses

Processses Related Processses

ustomer,Process & Related Customer,Process &

Related Processses Related Processses

Related Customer,Process & Related Customer,Process &

Related Processses Related Processses

Related Processses Related Processses

Related Processses Related Processses

Related Processses Related Processses

Related Customer,Process & Related Customer,Process &

Related Processses Related Processses

Related Customer,Process & Related Customer,Process &

Related Processses Related Processses

Related Processses Related Processses

Related Processses Related Processses

Related Processses Related Processses

Related Customer,Process & Related Customer,Process &

Related Processses Related Processses

Related Customer,Process & Related Customer,Process &

Related Processses Related Processses

Related Processses Related Processses

Related Processses Related Processses

Related Processses Related Processses

Related Customer,Process & Related Customer,Process &

Grow the Business:

Learning & Growth

Profitable Control Operating

Customer Service: Optimize Core Business:

orm new Optimal Asset

High Levels of Effective

Strategic Goal Lag / Outcome Measure

Most of your customer