Excellence Leader (CEO/Owner/General Manager) Role Description… Manage the Portal Subscription account, the SmartDraw licence account plus the external Pacemaker engagement (if applicable) Overtly champion the pursuit of the My Business Excellence approach at every opportunity Follow the Portal instructions to ensure up front ‘buy-in’ by the full Management Team Work intimately with the Pacemaker to keep the entire implementation schedule of events for Years 1 and 2 (and beyond) on track – especially during the first 10 weeks Hold Process Managers and Objective Owners accountable for their agreed roles Learn from the Pacemaker how SmartDraw can be used for Project Management tasks and accountabilities Learn from the Pacemaker how SmartDraw’s Enterprise version can be used to link and edit processes and the associated knowledge attributes Ensure that the resultant organisation-wide Process Model progressively becomes the organisation’s default Quality Management System (QMS) for staff training purposes – and is kept up to date Assist the Pacemaker to conduct the Management Team’s mini-review of progress to be held at the same designated time every month – with the aid of the Management Information System embodied in the Portal Be prepared to devote up to 20% of available time on the designated tasks of the Portal during the first 3 months

Pacemaker (Internal and External) Role Description… Learn how the Portal works – in all its details Learn how SmartDraw can be used for Project Management tasks and accountabilities Learn how SmartDraw’s Enterprise version can be used to link and edit processes and the associated knowledge attributes Work intimately with the Excellence Leader to keep the implementation schedule of events for Years 1 and 2 (and beyond) on track – especially during the first 10 weeks Set up the Portal for secure access by appropriate staff Undertake the specified role of Facilitator for every scheduled event where a Facilitator is required Coach the designated Process Managers and Objective Owners in how to use the Portal to execute their respective responsibilities Assist the Excellence Leader to conduct the mini-review of progress to be held at the same designated time every month – with the aid of the Management Information System embodied in the Portal Assist the designated Process Managers and Objective Owners update the Portal Management Information System every month following each mini-review Ensure that each process improvement team quantifies the overall Benefits and Costs upon completion of every FPI and BPI project Train authorised staff in how to access and use the Portal or SmartDraw on demand

Process Manager Role Description… For the assigned Key Process(es), champion the pursuit of process excellence at every opportunity Sponsor all FPI projects (minimum 2 per annum) for each assigned Key Business Process and Key Support Process – prepare or sign off the 1-page Project Briefs When scheduled in the Strategic Plan, personally lead the team responsible for reengineering the assigned Key Business Process in accordance with the 1-page Project Brief prepared by you Actively assist your process improvement teams to remove any apparent organisational ‘roadblocks' likely to damage their implementation plan For the assigned Key Process(es), report every month at the Management Team’s mini-review on process health (via KPIs) plus progress on any FPI or BPR projects underway or completed (with net benefits) in the previous month Learn from the Pacemaker how SmartDraw can be used for each process improvement team’s Project Management tasks and accountabilities Learn from the Pacemaker how SmartDraw’s Enterprise version can be used to manage and edit interlinked processes and the associated knowledge attributes For the assigned Key Process(es), ensure that the resultant SmartDraw Process Model progressively becomes the organisation’s default Quality Management System (QMS) for staff training purposes – and is kept up to date Work with the Excellence Leader to replace you if for any reason you cannot continue to perform this Process Manager Role for the assigned Key Process(es)

Objective Owner Role Description… Agree to take ownership and accountability for delivery in full of one or more Strategic Objectives formulated as part of the 3-year Strategic Plan developed at the 2-day planning Workshop Learn from the Pacemaker how SmartDraw can be used to track Project Management Actions, sub-Tasks and accountabilities for each assigned Strategic Objective Maintain the schedule of Actions and Team Leaders required to implement each assigned Strategic Objective over the 3-year planning period – especially those Actions scheduled to be completed in Year 1 Assist each Team Leader when required to formulate and maintain the schedule of individual sub-Tasks required to complete each Action Personally lead and undertake any Actions that have been assigned to you For each assigned Strategic Objective, report every month at the Management Team’s mini-review of progress against the current schedule of Actions (using SmartDraw) and also on the KPI(s) in the Portal that indicate progressive delivery of that Strategic Objective Ensure that data for allocated KPIs and Actions are kept up to date 2 weeks prior to the conduct of each monthly mini-review of progress by the Management Team Work with the Excellence Leader to replace you if for any reason you cannot continue to perform this Objective Owner Role for the assigned Strategic Objective(s)