1. Breakthrough Value Services Balanced-Scorecard Support Model Balanced Scorecard Business Strategy 1.Growth 2.Market Lead. 3.Productivity Y=f(x) Scoping Project ID, Scoping & Chartering Business Alignment & Baseline Prioritization Project Charters P&L BlS Financial Statements Project Approval Steering Committee Review/Approval Valuation Alignment Benefits Valuation Project Selection & Approval Based On Company Priorities Balanced Scorecard Balanced Scorecard BaselineControl Value & Record Improvement In Operational Metrics Prioritization Based On Valuation Assigned From Balanced Scorecard 1 Ensures Six Sigma Program aligned with Company priorities. Can accommodate variety of project types: Cost Savings, Revenue Growth, Cash Flow, Customer Satisfaction Etc. 1

2. Objectives, Measures, Targets and Initiatives Bring Clarity and Focus…Six Sigma Methodology brings One Problem-Solving Approach Objectives Fast ground turnaround Objective: What the strategy is trying to achieve. Target 30 Minutes 90% Target: The level of performance or rate of improvement needed Turnaround cycle time optimization Initiatives and programs required to reach the target InitiativesMeasurement On Ground Time On-Time Departure Measure: How performance against the objective is monitored. Operating Efficiency Profits and RONA Financial Learning Ground crew alignment Lowest prices Plane Utilization Customer Internal Fast ground turnaround Strategy Map Attract & Retain More Customers Six Sigma Project Strategy Business Targets Customers Feel It Shareholders See It Initiative…Key Processes ObjectiveObjective BB Volume & Price OM & WC $ BB $ Project Initiative…Key Processes

3. % Ground crew trained % Ground crew stockholders A Complete Scorecard Represents a Program for Action…Six Sigma Provides the Execution Strategy Objectives Measurement Market Value Block Hours per Day Load Factor Customer Ranking On Ground Time On-Time Departure Initiatives Turnaround cycle time optimization ESOP Ground crew training Customer loyalty program Target 30% CAGR 4% CAGR #1 30 Minutes 90% yr. 1 70% yr. 3 90% yr. 5 100% Profitability Plane Utilization # Customers Lowest prices Fast ground turnaround Ground crew alignment Strategy Map Operational Excellence Methodology Operating Efficiency Profits and RONA Financial Learning Ground crew alignment Lowest prices Plane Utilization Customer Internal Fast ground turnaround Attract & Retain More Customers Six Sigma Projects Perfect Day Logistics Optimization Material Readiness Employee Retention Training Effectiveness Sales Force Effectiveness Customer Retention At the Customer Margin Waterfall/ Erosion AR Productivity Asset Optimization