Page 1 How will Business Development make a difference?  Customers will know:  what Business Services does for them  what they have to do to enable BS to provide them an excellent service  how to contact BS for different needs  that BS employees understand their customers’ priorities & growth agendas  Customers will believe that we will deliver what we promised, when we promised it  Customers will expect constructive challenge from Business Services for requests  Customers will take to us about their plans for the next 2+ years Relationship Management

Page 2 How will Business Development make a difference?  Business Services will communicate simple, appropriate messages to customers  Customers will understand/see evidence of Business Services values:  Performance – in the way we deliver services and implement change  Expertise – worth involving early  Focus - providing business solutions not technical solutions  Business Services will be seen as leading shared service provider in E.ON. Communications & branding

Page 3 How will Business Development make a difference?  Co-ordinated, excellent management of change:  Roll out of Business Services products/services  Managing Business Services aspects of business change  Prioritise business focused service improvements  UK wide change Change Capability

Page 4 How will Business Development make a difference?  Leadership team will have shared view of what Business Services capability needs to be and how Business Services should behave.  BSLT will know what external best practice looks like and will be striving to exceed it where appropriate.  We will have continuous improvements  BSMT will be working together to meet our goals. Business Services Culture & Capability

Page 5 Business Development Team Business Development Manager Sarah Keogh Internal Comms Manager Linda Worthington Strategy Implementation Manager Rosie Kerr Lisa Steed Relationship Manager DG/JC/Vacancy Programme Office Manager CF Programme Delivery Manager GJ Service Implementation Manager JP PL, PM, HN (Secondment) 2 Further Vacancies

Page 6 Draft Objectives 1  Lead Business Services Wellbeing plan  Work with Roger Cook to deliver 2007 Business Plan  Benchmark Business Services performance & capabilities  Ext benchmarking of processes  Stage 2 of IIE accreditation  Raise awareness of ext best practice  Develop & implement the Business Services brand and comms approach  Develop a programme Management capability  Prog control & governance  Product role out approach  Integration framework  Programme of work  Change management framework for BS & UK  Develop & implement the relationship management framework

Page 7 Draft Objectives 2  Lead implementation of projects into Business Services:  AOL, Pay and grading, My choice  IPT  Lead CSR for Business Services  Facilitate strategic & cultural development for Business Services:  Strategy  Capabilities  Behaviours  Manage Business Services aspects of UK change programmes:  Integration  Business changes  Deliver £0.xm benefits through process improvement  Lead E.ON best practice group – internal customer satisfaction