1. © 2008 IBM Corporation A/NZ Operational Scorecard Monthly Review June 2015 Results Review date: 10 July 2015

2. Integrated Supply Chain – Services Customer Fulfillment © 2008 IBM Corporation 2 PBS Results Operational Measurements

3. Integrated Supply Chain – Services Customer Fulfillment © 2008 IBM Corporation 3 PBS Contract Registration Timeliness (%) - Target 99% within 2 days, effective Jan 2013 Contract Registration Timeliness Defective Request (%) - Target 20% Billing Accuracy Customer View (%) – Target 97%, effective Jan 2013 JanFebMarAprMayJunJulAugSepOctNovDec GEO 100 AU 100 NZ 100 98100 JanFebMarAprMayJunJulAugSepOctNovDec GEO 13221413100 AU 14221613100 NZ 722212100 JanFebMarAprMayJunJulAugSepOctNovDec GEO 98 999798 AU 98 999798 NZ 959798 9698

4. Integrated Supply Chain – Services Customer Fulfillment © 2008 IBM Corporation 4 PBS Billing Accuracy Admin View (%) – Target 99% JanFebMarAprMayJunJulAugSepOctNovDec GEO 100 AU 100 NZ 99100 Billing Timeliness (%) – Target 98% within 2 days effective July 2013 JanFebMarAprMayJunJulAugSepOctNovDec GEO 100 99 AU 100 NZ 100 99 Closure Ratio Measurement (%) – Target 70%, effective June 2015 JanFebMarAprMayJunJulAugSepOctNovDec GEO 4454326 AU 4454326 NZ 9565521

5. Integrated Supply Chain – Services Customer Fulfillment © 2008 IBM Corporation 5 Volume of Work Numbers Registered (In Number) PBS JanFebMarAprMayJunJulAugSepOctNovDec GEO 372332415390375552 AU 314278331297298454 NZ 585484937798 OEM Quoting Timeliness (%) – Target 95% within 1 Day (8 Business Hrs) JanFebMarAprMayJunJulAugSepOctNovDec GEO 99.499.298.2100 AU 100 97.6100 NZ 98.197.8100 OEM Volume of Quotes Raised (in number) JanFebMarAprMayJunJulAugSepOctNovDec GEO 180405444465491477 AU 128271328339355367 NZ 52134116126136110

6. Integrated Supply Chain – Services Customer Fulfillment © 2008 IBM Corporation 6 PBS E2E cycle time (days) – Target 10 days

7. © 2013 IBM Corporation 2015 June RCA & Action Plans MetricTargetResultDescription / RCAAction PlanOwnerResolution Date E2E Cycle Time (Days) – ANZ SWG = 28 ITS = 2 GBS = 1 10 days12 days Due to delayed contract submission to STS To communicate through O2O to Brand; not to delay the contract submission to STS. STS O2C ANZ does not handle contract acceptance therefore we have no view of the reason of the delay from O2O submitting contract for registration. N/A MetricTargetActualIOT Client and ExecutionNALAJPGCGAPEPMEA x 7

8. © 2013 IBM Corporation 2015 June RCA & Action Plans MetricTargetResultDescriptionAction PlanOwnerResolution Date ANZ Closure Ratio Measurement 70%26%Work numbers were not closed on time Despite sending weekly reminder, team needs to continue to interlock with the business team in order to close as many expired accounts in a timely manner. Focal and Team Leads On-going MetricTargetActualIOT Client and ExecutionNALAJPGCGAPEPMEA x 8

9. Integrated Supply Chain – Services Customer Fulfillment © 2008 IBM Corporation 9 Pended Billing, ANZ Summary June 2015 TaskAction ItemsStatusOwner Current Year 2015 Pending Billing Records  A Monthly ANZ Pending Billing report is distributed to relevant Lobs and interested parties requesting that they review unbilled Billing records that are Expired and are Due to Expire in the current month. Total AMT = $24,868.98 (All Lobs, Expired as @30/06/15) ANZ STS Administrators, Focal & Team Leads The Distribution List of the report is now being sent direct to CFS’s and relevant interested parties in an effort to have updates sent and updated in a more timely manner. Plus to help reduce SCF Administrators time and effort spent on follow ups.

10. Integrated Supply Chain – Services Customer Fulfillment © 2008 IBM Corporation 10 Business Controls 1. SOX Testing Key Operational Control Description Root CauseAction PlanAction Plan Owner Resolution Date/ Status 2. Audit Results PwC Local Statutory Audit for Australia GTS Processes FY2014 – Concluded 29 April 2015.