1. Stan Frink Vice President – Human Resources Balanced Scorecard Getting Started

2. Balanced Scorecard Learning Objectives –Focus on creating value for your key stakeholders Identify your key stakeholders Determine their key requirements –Why is it important to balance Price vs profit Sustainability –Roll up and drill down capability 30,000 ft view down to ground level Homework vs grade card

3. A Balanced Scorecard is simply: Your key stakeholders Their key requirements Indicators of your performance Displays your goals All of your important results on one page Balanced Scorecard

5. Company Goal Performance * Not actual numbers. Numbers are for illustration purposes only.

6. Company Scorecard * Not actual numbers. Numbers are for illustration purposes only.

7. Customer Satisfaction * Not actual numbers. Numbers are for illustration purposes only.

8. Customer Satisfaction Detail * Not actual numbers. Numbers are for illustration purposes only. 7.1 Customer Satisfaction Detail 2011April/Q2 Measure20092010ActualGoalActualGoal 7.1.3 Fast shipping and delivery94.0% 94%93%94.0%95% 7.1.4.1 Customer Satisfaction Survey Question #1394.0% 93%94.0%95% 7.1.4.2 Same Day Shipping (all orders)98.9%95.0%88.4%99.0%92.0%99.0% 7.1.4.3 Same Day Shipping (Pick-up orders)Coming 7.1.8 Friendly, courteous, respectful, ethical service93.0%94.0%93.0%92.6%93.0%92.5% 7.1.8.1 Customer Satisfaction Survey Question #194.0% 93%94.0%93% 7.1.8.2 Customer Satisfaction Survey Question #1592.0%93.0%92.0%92%92.0%92% 7.1.8.3 After Call CSR surveyN/A92.0%93.8%92.0%94.4%92.0% 7.1.8.4 Time Service Factor69.3%75.2%83.2%75-85%84.1%75-85% 7.1.8.5 Abandoned Calls2.6%2.5%2.0%3.0%1.4%3.0%

9. Logistics Department Scorecard * Not actual numbers. Numbers are for illustration purposes only.

10. Employee Performance * Not actual numbers. Numbers are for illustration purposes only.

11. Company Daily Dashboard * Not actual numbers. Numbers are for illustration purposes only.

12. Company Scorecard Company Scorecard Employee Performance Area Process Measures Department Scorecard Monthly SLT Review Supervisor Daily Review Monthly DLT Review Monthly Review with President Scorecard Results Review

13. Recap To get started on your balanced scorecard: Identify your key stakeholders Determine their key requirements Develop indicators of your performance Identify comparative data Set goals Create a plan to use the scorecard Start with what you have!

14. Stan Frink Vice President – Human Resources Balanced Scorecard Getting Started