1. Do not put content on the brand signature area Basic template Subtitle Location – Date www.ing.com Name of the speaker Job title

2. Do not put content on the brand signature area Orange RGB= 255,102,000 Light blue RGB= 180,195,225 Dark blue RGB= 000,000,102 Grey RGB= 150,150,150 ING colour balance Guideline www.ing-presentations.intranet Banking - Investments - Life Insurance - Retirement Services2 Executive Champion: Local Champion: Process Owner(s): Master Black Belt: Black Belt: Green Belt: Financial Analyst: Other Team Members: Related Projects: Project Name ICE Country and Functional Line Advisors Network Finance Human Resources Legal / Compliance Customer Service Defined Contribution Employee Benefits Information Technology Marketing Mutual Funds Retail Annuity Retail Life Reinsurance / Institutional Markets Tollgate Stage MM /DD/ YYYY Project ID:

3. Do not put content on the brand signature area Orange RGB= 255,102,000 Light blue RGB= 180,195,225 Dark blue RGB= 000,000,102 Grey RGB= 150,150,150 ING colour balance Guideline www.ing-presentations.intranet Banking - Investments - Life Insurance - Retirement Services3 Project CCR’s Validated VOC Completed Team Charter Preliminary CBA Estimate Validated Process Map Identify Quick Wins Identify Issues & Barriers Project Schedule List of Potential Root Causes List of Statistically Significant Xs Demonstrate Relationship of X’s to Y Preliminary CBA Process Evaluation Develop to be process Demonstrate Improvements via Pilot Graphical Analysis of Pilot Finance Approved CBA MSA Results on Xs New Process Performance Statistical Confirmation of Improvements Process Management System Plan (SPC) Process Owner Handoff Final CBA Completed QFD/CCR Tree Operational Definitions Specification Limits Stated Targets Defect Definitions Measurement Plan Measurement System Analysis Graphical Analysis Rolled Through Put Yield Baseline Current Process Performance ( Z st) Key Deliverables: Surveys Focus Groups Interviews SIPOC Functional Deployment Map FAST, Stakeholder Analysis QFD / CCR Tree Measurement Plan Continuous Gage R&R Attribute Gage R&R Sample Size Calculator Pareto Charts Graphical Summary Line Charts Benchmarking Process Capability Dot Plots Box Plots Run Charts Normality Testing Fishbone Diagram Hypothesis Testing Regression Analysis DOE NVA and VA Analysis Pugh Matrix New Functional Deployment Map FMEA on new process Pilot Continuous Gage R&R Attribute Gage R&R Control Charts Hypothesis Testing Control Plan Process Capability 1) 2) 3) DefineMeasureAnalyzeImproveControl Tools 1.Identify Critical Customer Requirements 2.Develop Team Charter 3.Develop Process Maps 4.Select Critical Customer Requirement 5.Data Collection Plan Validate MSA on (Y’s) 6.Calculate Baseline Process Capability 7.Identify Potential Root Causes 8.Validate Root Causes 9.Evaluate Root Cause Relationships ( y = f (x)) 10.Develop Improvements 11.Confirm Results and Validate Improvements 12.Validate MSA on X’s 13.Calculate New Process Capability 14. Implement Process Control DMAIC Process Steps

4. Do not put content on the brand signature area Orange RGB= 255,102,000 Light blue RGB= 180,195,225 Dark blue RGB= 000,000,102 Grey RGB= 150,150,150 ING colour balance Guideline www.ing-presentations.intranet Banking - Investments - Life Insurance - Retirement Services4 Identify Potential Critical Customer Requirements Define - Step 1 Internal or External Customer (Name, Role & Business) Customer (Name, Role & Business) Critical Customer Requirements (CCR’s) Voice of the Customer (VOC) Customer Customer Surveys, Tick Sheets, Data Logs, Surveys Existing Metrics, Dashboards, Management Reports Customer Surveys, Tick Sheets, Data Logs, Surveys What Customer Research Methods Will You Use To Collect New Data? Existing Metrics, Dashboards, Management Reports What Sources Of Customer Data Already Exist?

5. Do not put content on the brand signature area Orange RGB= 255,102,000 Light blue RGB= 180,195,225 Dark blue RGB= 000,000,102 Grey RGB= 150,150,150 ING colour balance Guideline www.ing-presentations.intranet Banking - Investments - Life Insurance - Retirement Services5 Team Charter Estimated Financial Benefit: Business Case: Problem Statement: Goal Statement: (“ SMART” : Specific, Measurable, Attainable, Relevant, Time bound”) Scope (In and Out): Process (Starts and Finishes): Start point and stop point of the process Phase Tollgate Dates Status Red Yellow Green CPT > 2 weeks behind 1 day – 2 weeks behind On Track Complete STATUS Legend Explanation of why we’re doing the project? For example, will it improve customer satisfaction, decrease defects, increase market share, save estimate euros... relate it to the Business Y’s This should reflect the financial loss that results from the current process sigma or the potential gain from the future process Description of the problem/opportunity & objective in clear, concise, measurable terms; How often is the problem occurring? Where the problem occurring? Who is it impacting? Current Defect Rate: If you do not yet know the defect rate, in the Define phase you may fill in for example: The current defect rate is running at X% WHEN do you want to have the improvement in place? How much of an improvement are you aiming for, e.g. XX% defect reduction, XX% cycle time reduction)? What measurable business impact will the improvement have? Type? Magnitude? For example, Deliver an improved process to reduce rebooks in the Business Center by 50% by 12/31/01. What process will the team focus on? What are the boundaries of the process you would like to improve? Other processes, areas that will NOT be reviewed in this project scope Unit Cost Reduction Cost Out Productivity / Scale Calculation goes here MM/DD/YYYYControl MM/DD/YYYYImprove MM/DD/YYYYAnalyze MM/DD/YYYYMeasure MM/DD/YYYYDefine From Measure Step 4Customer Requirements (CCR’s): From Measure Step 4Customer Requirements (CCR’s): MTPMTP Strategic Alignment

6. Do not put content on the brand signature area Orange RGB= 255,102,000 Light blue RGB= 180,195,225 Dark blue RGB= 000,000,102 Grey RGB= 150,150,150 ING colour balance Guideline www.ing-presentations.intranet Banking - Investments - Life Insurance - Retirement Services6 SIPOC – Existing High Level Process Flow Define - Step 3 CustomerOutputProcessInputSupplier WHO are your customers? (From Step 1) WHAT does the customer receive? (Think of their CCR’s) What STEPS are Included in the Process today? (high level) What is provided to START the process? Who PROVIDES the input? (Who) (Verbs) (Use Nouns) (Who) Step 1: Step 2: Step 3: Step 4: Step 5: Step 6: Step 7: P SIOC (Use Nouns) List Supplier List Input List Outputs List Customer

7. Do not put content on the brand signature area Orange RGB= 255,102,000 Light blue RGB= 180,195,225 Dark blue RGB= 000,000,102 Grey RGB= 150,150,150 ING colour balance Guideline www.ing-presentations.intranet Banking - Investments - Life Insurance - Retirement Services7 PFD – Process Flow Diagram Define - Step 3

8. Do not put content on the brand signature area Orange RGB= 255,102,000 Light blue RGB= 180,195,225 Dark blue RGB= 000,000,102 Grey RGB= 150,150,150 ING colour balance Guideline www.ing-presentations.intranet Banking - Investments - Life Insurance - Retirement Services8 Chart Current Performance Define - Step 3 Identify performance gap between current performance and desired performance as identified in the goal statement

9. Do not put content on the brand signature area Orange RGB= 255,102,000 Light blue RGB= 180,195,225 Dark blue RGB= 000,000,102 Grey RGB= 150,150,150 ING colour balance Guideline www.ing-presentations.intranet Banking - Investments - Life Insurance - Retirement Services9 Stakeholders Map – Pre Improvement Define - Step 3 * When Populating the Stakeholder, consider the FAST Method F= FYI – Information Only A= Approver S= SME Subject Matter Expert T= Team Member Influence On Project High Medium Low MediumHig h Impacted By Project Stakeholder Position Strongly Supportive Neutral Opponent 1S 2S 3F 4T 5A 6F 7A7A 8S9S 10A 11T Stakeholders:Distribution, New Business, Underwriting, Legal, IT, Actuary, Web Team, Customer Svc/Ops, Marketing, Finance, Compliance Where are your Stakeholders?

10. Do not put content on the brand signature area Orange RGB= 255,102,000 Light blue RGB= 180,195,225 Dark blue RGB= 000,000,102 Grey RGB= 150,150,150 ING colour balance Guideline www.ing-presentations.intranet Banking - Investments - Life Insurance - Retirement Services10 Issues and Barriers Define - Step 3 List any project concerns or limitations that would hinder the project Issue / Concern / LimitationAbatement PlanOwner Limited or no IT resources availableSolution must Not require ITTeam Project must be implemented by X datePrioritize Project Recommendations Leaders Limited or no funding availablePrepare CBAProject Lead / MBB Political resistance as identified from the stakeholders tool Identify concerns and address them individually All

11. Do not put content on the brand signature area Orange RGB= 255,102,000 Light blue RGB= 180,195,225 Dark blue RGB= 000,000,102 Grey RGB= 150,150,150 ING colour balance Guideline www.ing-presentations.intranet Banking - Investments - Life Insurance - Retirement Services11 Quick Wins Define - Step 3 List any Improvements that can be implemented immediately without further investigation Quick WinImplementation PlanOwner Eliminate duplicate state appointmentsModify compliance regulations that cause these duplicates Team Lead / Process Owner

12. Do not put content on the brand signature area Orange RGB= 255,102,000 Light blue RGB= 180,195,225 Dark blue RGB= 000,000,102 Grey RGB= 150,150,150 ING colour balance Guideline www.ing-presentations.intranet Banking - Investments - Life Insurance - Retirement Services12 Define Tollgate 7/19 Measure Tollgate 8/23 Analyze Tollgate 9/13 Improve Tollgate 9/28 Control Tollgate 12/13 Project Timeline Define - Step 3

13. Do not put content on the brand signature area Orange RGB= 255,102,000 Light blue RGB= 180,195,225 Dark blue RGB= 000,000,102 Grey RGB= 150,150,150 ING colour balance Guideline www.ing-presentations.intranet Banking - Investments - Life Insurance - Retirement Services13 Summarize findings, present recommendations and document next steps. Next Steps Define - Step 3

14. Do not put content on the brand signature area Orange RGB= 255,102,000 Light blue RGB= 180,195,225 Dark blue RGB= 000,000,102 Grey RGB= 150,150,150 ING colour balance Guideline www.ing-presentations.intranet Banking - Investments - Life Insurance - Retirement Services14 Team Identified Roles and Responsibilities Clearly Identified VOC collected Sources Identified and Information Collected Team Charter Validated Business Case, Problem Statement and Goal Statement SIPOC Completed and Validated Process Flow Diagram Completed and Validated Stakeholders Map Prepared (Optional) Be prepared to discuss Preliminary Cost Benefit Analysis Preliminary Project Schedule Developed Project Kickoff Meeting Completed Incorporate all feedback from Kickoff Meeting and schedule tollgate Documented NEXT Steps for Measure Define Tollgate Checklist