Infonet in France Best in France Case Study 15 December 2003

Best in France - Infonet France Infonet France Established in France since 1980 Established in France since 1980 Subsidiary of Infonet Services Corp (“ISC”), based El Segundo, California Subsidiary of Infonet Services Corp (“ISC”), based El Segundo, California Business of Global Managed Corporate Data Networks Business of Global Managed Corporate Data Networks 10% Global market share, 15% in France 10% Global market share, 15% in France Competitors in France, as worldwide: MCI Worldcom, AT&T and Equant (each 15% globally) Competitors in France, as worldwide: MCI Worldcom, AT&T and Equant (each 15% globally)

Best in France - Infonet France 2003 Figures Global Total Revenues (2003): $654,196,000 Global Total Revenues (2003): $654,196,000 Net Loss (2003): $219,936,000 Net Loss (2003): $219,936,000 but $428,979,000 in cash and short term investments and no debt but $428,979,000 in cash and short term investments and no debt France: 4% of 2003 Global Revenue (viz approx $26 million) France: 4% of 2003 Global Revenue (viz approx $26 million)

Best in France - Infonet France Infonet’s Business Model 1/2 80% of ISC equity held by handful of national telecoms operators 80% of ISC equity held by handful of national telecoms operators Telstra, Telia, Swisscom, KPN, Telefonica, KDD Telstra, Telia, Swisscom, KPN, Telefonica, KDD Historically, and still in a large number of markets, World Network managed by national operator-managed JVs in which ISC only a minority shareholder Historically, and still in a large number of markets, World Network managed by national operator-managed JVs in which ISC only a minority shareholder

Best in France - Infonet France Infonet’s Business Model 2/2 Distinction between “A-end” business and “B- end” business Distinction between “A-end” business and “B- end” business ISC continues to act largely as an arms- length “middleman” ISC continues to act largely as an arms- length “middleman” selling access to the World network to local affiliates selling access to the World network to local affiliates taking a percentage on provision of international services intra-group even where 100% owner of the affiliates themselves taking a percentage on provision of international services intra-group even where 100% owner of the affiliates themselves

Best in France - Infonet France Why Infonet came to France International growth is key business driver International growth is key business driver World Network coverage of 180 countries, physical presence in 80 World Network coverage of 180 countries, physical presence in 80 Multinational clients demand continual increases in geographical extent and quality of coverage Multinational clients demand continual increases in geographical extent and quality of coverage No question of not having a presence in France: major business centre No question of not having a presence in France: major business centre EMEA now represents 60% of ISC revenues (then Asia, US in third place) EMEA now represents 60% of ISC revenues (then Asia, US in third place) Key question rather one of how best to develop the French A-end business Key question rather one of how best to develop the French A-end business

Best in France - Infonet France Corporate values 1/2 Results, results, results Results, results, results Uncompromising use of metrics Uncompromising use of metrics Infonet Affiliate rule: maximum 1 employee per $1m gross revenue Infonet Affiliate rule: maximum 1 employee per $1m gross revenue Country managers held accountable for revenue targets Country managers held accountable for revenue targets Monthly performance of each manager ranked against 80 international peers: rankings circulated worldwide Monthly performance of each manager ranked against 80 international peers: rankings circulated worldwide

Best in France - Infonet France Corporate Values 2/2 Corporate values instilled Corporate values instilled Need for results the real core value? Need for results the real core value? Codes of ethics and “reactivity” value applied worldwide Codes of ethics and “reactivity” value applied worldwide However, tacit acceptance that local company knows the local market best: autonomy inherent in the “franchisee” system However, tacit acceptance that local company knows the local market best: autonomy inherent in the “franchisee” system Affiliate is often majority owned by a national operator, making Infonet “value inculcation” somewhat problematic Affiliate is often majority owned by a national operator, making Infonet “value inculcation” somewhat problematic Relationship between ISC and affiliates more contractually driven than by values Relationship between ISC and affiliates more contractually driven than by values Also, perhaps, the importance of open communication Also, perhaps, the importance of open communication all employees (whatever their function) must speak more or less perfect English all employees (whatever their function) must speak more or less perfect English

Best in France - Infonet France Company Products & Services Operational necessity for standardized Global Offering (linkages, routers): technology is therefore specified and “enforced” centrally by ISC Operational necessity for standardized Global Offering (linkages, routers): technology is therefore specified and “enforced” centrally by ISC Issues arise from centralized approach: US infrastructure differences, different client demands – subject of lobbying from affiliates Issues arise from centralized approach: US infrastructure differences, different client demands – subject of lobbying from affiliates E.g. DSL pilot in France E.g. DSL pilot in France

Best in France - Infonet France Infonet France’s Clients “A-end” clients and “B-end clients” “A-end” clients and “B-end clients” A-end: 5% of total, 40% of revenues A-end: 5% of total, 40% of revenues Major multinationals Major multinationals In France, “A-end” examples: Axa, Total,. Necessarily large multinationals given nature of service In France, “A-end” examples: Axa, Total,. Necessarily large multinationals given nature of service High expectations: price, but primarily reliability and quality of support High expectations: price, but primarily reliability and quality of support Leased service: if clients are unhappy, they will go elsewhere Leased service: if clients are unhappy, they will go elsewhere

Best in France - Infonet France Constraints in France Primary constraint (but also key opportunity) is France Telecom’s dominant position through its ownership of Equant

Best in France - Infonet France Adaptation to France (1/2) Small size and corporate autonomy of local workforce means largely ad hoc systems can work effectively Small size and corporate autonomy of local workforce means largely ad hoc systems can work effectively Recruitment/Selection and Workforce planning all local and in the hands of the relevant A-end/B-end head Recruitment/Selection and Workforce planning all local and in the hands of the relevant A-end/B-end head Compensation set locally in line with local market rates (other than the country manager) Compensation set locally in line with local market rates (other than the country manager) Annual Performance Appraisal document to be completed by the A and B-end heads on all staff (although no follow- up and no consequences for advancement/ salary, which are local issues) Annual Performance Appraisal document to be completed by the A and B-end heads on all staff (although no follow- up and no consequences for advancement/ salary, which are local issues) Job Design, Job Assignment determined, again, by A and B-end Heads Job Design, Job Assignment determined, again, by A and B-end Heads

Best in France - Infonet France Adaptation to France (2/2) Communication Policies are exclusively within ISC’s remit and dealt with out of El Segundo Communication Policies are exclusively within ISC’s remit and dealt with out of El Segundo International Transfers are possible, but there is no centralized system to actively promote this: more a question of Infonet affiliates hiring colleagues from other affiliates International Transfers are possible, but there is no centralized system to actively promote this: more a question of Infonet affiliates hiring colleagues from other affiliates Training is both local and “ISC”: mandatory continuing intranet-delivered training, but training also sourced locally Training is both local and “ISC”: mandatory continuing intranet-delivered training, but training also sourced locally

Best in France - Infonet France Constraint Costs HR-type costs are such a small part of the cost structure (witness the revenue to headcount figure), that they generate little or no ISC interest HR-type costs are such a small part of the cost structure (witness the revenue to headcount figure), that they generate little or no ISC interest Pragmatic attitude to the level of all local costs from local managers: they are what they are Pragmatic attitude to the level of all local costs from local managers: they are what they are B-end business (specifically the support element) could theoretically be offshored, but no ISC pressure to do so B-end business (specifically the support element) could theoretically be offshored, but no ISC pressure to do so No real costs associated with “integrating” French managers. They are to an extent appointed on the basis of their pre-existing Infonet compatibility No real costs associated with “integrating” French managers. They are to an extent appointed on the basis of their pre-existing Infonet compatibility

Best in France - Infonet France Key Benefits Europe generally, and France in particular, very much at the forefront in technical development due to its highly skilled labour force, local client demands and the need for competitive edge to break into markets. Of benefit to Infonet worldwide: upgrading of the standardized product offer. Europe generally, and France in particular, very much at the forefront in technical development due to its highly skilled labour force, local client demands and the need for competitive edge to break into markets. Of benefit to Infonet worldwide: upgrading of the standardized product offer. Revenue per French employee the same as from all Infonet Affiliates worldwide: headcount is directly linked to revenue (one employee per $1m revenue) – neither a benefit nor a constraint Revenue per French employee the same as from all Infonet Affiliates worldwide: headcount is directly linked to revenue (one employee per $1m revenue) – neither a benefit nor a constraint France an attractive market in terms of the margins it will support. One of the four major European markets (together with the UK, Germany and Switzerland) France an attractive market in terms of the margins it will support. One of the four major European markets (together with the UK, Germany and Switzerland) Targeted Revenue growth in France of 20 to 25% per year Targeted Revenue growth in France of 20 to 25% per year

Best in France - Infonet France We Thank Manager 1: David Trouillard: Operations Director, Infonet France SA Manager 1: David Trouillard: Operations Director, Infonet France SA Manager 2: Pascal Borios: Sales Director, Infonet France SA Manager 2: Pascal Borios: Sales Director, Infonet France SA

Best in France - Infonet France Bibliography References References Infonet Annual Report 2003 Infonet Annual Report 2003 Infonet Corporate Profile Infonet Corporate Profile Infonet Factbook 2003 Infonet Factbook 2003 Infonet Facts & Figures at a Glance Infonet Facts & Figures at a Glance

Best in France - Infonet France Our Team Rob Webb Patty Ho Bart Bicke Jean-Marc Devaux