The Balanced Scorecard By Robert S. Kaplan & David P. Norton Financial Translates mission and strategy into a comprehensive set of performance measures that provides the framework for a strategic measurement and management system. Retains an emphasis on achieving financial objectives, but also includes the performance drivers of these financial objectives. Measures organizational performance across four balanced perspectives: Financial Customer Internal Business Process Learning and Growth Enables companies to track financial results while simultaneously monitoring progress in building the capabilities and acquiring the intangible assets they need for future growth. Customer Vision & Strategy Business Process Learning & Growth Enterprise Scorecard Tier Two Scorecard Tier Three Scorecard

Goal: To be an innovative, growing, high performance, public financial services enterprise that makes the future better for all our stakeholders. Strategies: Win Through People Grow Profitably Create Value Enterprise Scorecard Financial Perspective Critical Success Factors with Cause and Effect Relationships AIP Earnings growth Unleveraged GAAP Return on Equity (ROE) Risk-Based Capital Capital plan Product Mix Distribution Mix Customer Perspective Rating Persistency Variance Sales versus Plan Policies Under Administration Customer Satisfaction Producer Retention AIP Business Process Perspective Expense to Premium Ratio Technology Return on Investment (ROI) Growth in Target Markets Learning & Growth Perspective Employee Satisfaction Employee Return on Investment (ROI) Personal Development Plans Incentive Alignment Leadership Strength