Discussion Items with Bruce December 13, 2011

Next items to tackle Build depth to Product Development Lifecycle. We have defined the framework and many of the tasks. The next step is to gather all of the tools, refine detailed approach, and scale to application. Build the inventory of “Consistent Disciplines” Decision making (where, who, how) Issue Resolution and escalation Testing Facilitate Future direction and roadmap and create graphical documentation

Operations Product Lifecycle Concept Phase Requirements Phase Design Phase Development (Execution) Phase Testing Phase Implementation Phase Post Sign-off from EMT to proceed Product Owner sign-off of Business Processes and Requirements Product Owner sign-off on Design Phase IT and Product Owner sign-off to proceed to Test Phase Go/No-Go decision Back-out or retain production Development of Business Case and Feasibility Study Design Project Charter Complete Accountability Charting Develop business requirements including functionality, interfaces and reporting Develop technical requirements Develop business process documentation Design detailed Project Plan Design Interface Criteria Plan Design Test and Acceptance Criteria Design Risk Management Matrix Agree upon Change Management Process Design Communication and Status Reporting Templates Develop Resource Plan Perform Vendor acquisition activities (RFP, Selection, etc.) Prepare Development Environment Develop Training Material Build Deliverables Perform Issue Resolution Perform Change Management Design User Test Scripts Design Integration Test Scripts Prepare Test Environment Perform Unit Testing Perform Integration Testing Refine Training Materials Develop Back-Out Plan Conduct Training Sessions Refine Back-Out Plan Confirm Issue Resolution Process for Production Perform Data Conversion Install Production System Perform Post Mortem Analysis Status, Communications and Monitoring Processes

Facilitated Session Approach 4 Define Current State Roadmap Define Future State 1 3 SWOT Drivers Headwinds Tailwinds Areas of Focus Key Outcomes Significant Changes Things we need Operations (processes) Financials Competencies Technology 2 Foundation Values Principles Purpose

90 Day Transition Plan Customer Expectations Sept October November December Week 1 Week 2 Week 3 Week 4 Week 5 Week 6 Week 7 Week 8 Week 9 Week 10 Week 11 Week 12 Customer Expectations Develop and document customer experience Determine service level measurements Determine immediate and sustainable communication Develop 1/1 priorities Execute 1/1 priority plans Determine quick wins Assign operations staffing Redundancy/ Cost Reductions Operational activity map by product Analyze map & develop targets and goals Develop transition plan and timings Develop & employ measurements to communicate to Business lines Operations Alignment Refine & educate competency map Align Operations Mgrs to each Business Line Develop common disciplines: Implementation, BA, Proj Mgmt, Reporting, Decision Making Realign based on Redundancy / Cost Reduction Plan