50 Strategy Map Examples 2017 ESM Software LLC

50 Strategy Map Examples © 2017 ESM Software, LLC. All rights reserved 1

How to leverage ESM’s Strategy Map examples for your healthcare organization • Strategy maps include generic, corporate, nonprofit, manufacturing, retail, banking, IT, healthcare, communications, insurance, pharmaceutical, and life sciences examples, plus many more! • Examples include complex and streamlined designs. • Templates are editable to allow for map drafting from an existing example. • Once you’ve found a map that you like, work with your team to populate your content. Check out ESM’s Objective / Measure library for inspiration. • Work with marketing to bring the design to life with colors and creative design. • For questions contact: Kent Smack at ksmack@esmgrp. com © 2017 ESM Software LLC. All rights reserved 2

Customer Financial Perspective Critical Success Factors Can Be Represented through the Architecture of the Balanced Scorecard Framework Profitable Growth Customer Value Proposition Provide unique product offerings in multiple creative categories, under one roof, at an exceptional value Continuous Learning & Improvement Internal Processes Build the Brand Attract, retain and engage customers through a national roll-out of super stores, transforming the brand Shopping Experience Supply Chain Exceed guest expectations with a consistent, reliable and efficient shopping experience created by passionate and knowledgeable team members Support the guest experience by having the right product in the right stores at the right time Continuous Improvement Simplify our business through technology and continuous process improvement Team Develop guest focused, results oriented and committed team members working together to achieve our vision © 2017 ESM Software Group, Inc. All rights reserved 3

Corporation Strategy Map Financial Shareholder Value What do Shareholders expect? Create Sustainable Revenue Growth What do our customers value? Internal Process What processes must we excel at to deliver value to our customers and meet financial objectives? Grow EBITDA Effectively Use Assets Customers’ Value Proposition Better Decisions Faster Solutions Content Cost Markets and Customers Understand Markets and Customers Relationship ROI Evaluate Opportunities Benefit Service Driven Brand Strategic Partner Trusted Provider Solutions Develop Mission Critical Integrated Information Solutions Operations Build & Use Common Platforms and Tools Provide Appropriate Support Deliver Efficiently and Effectively People What people & environment must we have to achieve our objectives? Improve ROIC Become #1 or #2 in Chosen Markets Expand Markets/ Customers Improve Shareholder Value Continuously Develop Leaders Retain & Attract High Performance People © 2017 ESM Software Group, Inc. All rights reserved Evolve the company Culture 4

Nonprofit Strategy Map Customer Mission/ Financial Double the Reach Grow Revenue Treat Customers As Partners Help People Everywhere Enhance Efficiency and Effectiveness Add & retain loyal customers Develop stronger, longer relationships Address special needs Optimize corporate resources Value Proposition - Contributors Value Basics. Proposition - Prospects Differentiators Value Proposition - Buyers Basics Differentiators • • • price/value • relevance to daily life • • • quality trans. proc. • unique editorial style • • • ease of access • authentic, trustworthy content Internal • positive reputation Learning & Growth Develop or acquire new revenue streams Grow financial assets Value Proposition - Outreach Basics • helping others • ease of access • quality trans proc Differentiators • relevance to daily life • prayer fellowship • guidance and support • relationship with reader Be more accessible Get more and bigger donations Improve Financial Stability Strengthen churches Develop new products & services Build & leverage core brands Understand customer/market demographics & needs Close Skills Gaps • new media • market research • product development & management Develop more flexible business model Manage investment portfolio Supplier management Establish partnerships with like-minded organizations Culture • cross-business knowledge • customer-focused • alignment of personal and org. goals • Informed leadership Focus on improving processes across the company Manage financial/cash performance Technological Infrastructure • customer service support • management decision support • systems integration Making the Right Choices © 2017 ESM Software Group, Inc. All rights reserved 5

Retail Strategy Map: from low cost mass retail to customerfocused specialty Financial Meet our Financial Targets to Fund our Growth and Reward our Stakeholders Maximize return on Invested Capital Optimize Operational Costs • SG&A • CAPEX • Sales/sq. ft. • Same Store Growth • GM • EBIT • Max. Growth by segment Leverage Real Estate Assets Customer Emotional Connection to Targeted Market Segment On-Trend & Distinctive Consistent Availability Compelling Value Drive Store Productivity Build our Brand New Brand Definition Assortment Optimize Marketing MIX— drive traffic Logistics Distribution Initiate Segmented Pricing Optimize Store Operations Optimize Supply Chain Aspirational Innovative Communication Quality Products: Just Ahead Efficient Operations Internal Profitable Growth • ROIC Real Estate Sourcing Product Development & Sourcing Fashion Trends Great “In -Store” Experience Best Shopping Experience Enchanting Shop Experience New Brand & Product Messaging Build Deeper Customer Relationships (CRM) Convenient Locations Active Helpful Service Provide New, Market & Customer Insights Develop a Customer Focused Organization and Infrastructure IT Systems to Support Strategy & Execution Hire, Develop & Retain Superior, Diverse Employees © 2017 ESM Software Group, Inc. All rights reserved Customer and Performance. Focused Culture and Leadership 6

Software Company Strategy Map Financial Perspective Increase Shareholder Value Leader in Strategic Markets Diversified Revenue Streams “Customer Intimacy” Customer Perspective “e. Business Solution Leadership” Build Lifelong Relationships “Operational Excellence” Flexible, Innovative Solutions Lifelong Advisor/ Partner One Stop Accountability Proactively Deliver Value Internal Perspective Predictable Profitability Capture and Leverage Solutions Knowledge Consistently Meets Expectations Deliver Comprehensive Solutions Provide Integrated Business Processes Grow Inter. Enterprise Solutions Easy to do Business With Effective Solution Processes Leverage 3 rd Party Relationships Well. Managed Improve Resource Allocation Effective Cost Management Market Segmentation Model Learning & Growth Perspective Relationship Management Skills Accountability/ Empowerment Operational Management Skills Solutions Management Skills Industry/ Domain Expertise Knowledge Management Effective Career & Succession Planning Entrepreneurial / Innovative Leverage Solutions Identify, Attract & Retain Skilled Employees © 2017 ESM Software Group, Inc. All rights reserved 7

Advertising Agency Be revered as the hothouse for world changing creative ideas that transform our clients’ businesses, brands and reputations Financial Double EPS Reduce Costs People & Culture Build AAA Brand Equity Create PICS -- Permanently Infatuated Clients Client Product & Process Grow Revenues Financial Discipline (Eliminate Inefficiencies) Work Smarter Across the Network Excel at Account Management & Create Great Ads Focus Business Development (New clients & assignments) Identify and Implement Appropriate Communicati on Services Win Global Fame for Our Idea Leadership One Team: One Dream: create a rewarding, stimulating environment where nothing is impossible © 2017 ESM Software Group, Inc. All rights reserved 8

Communications Company Strategy Map © 2017 ESM Software Group, Inc. All rights reserved 9

Customer Financial Media Strategy Map Maximize Shareholder Value Profitable Growth Increase Revenue Manage Costs Readers / Viewers / Users Be the Source for Accurate, Compelling & Relevant Content CUSTOMERS Ensure Community Involvement Excel at Integrity, Fairness & Objectivity Optimize Asset Management Advertisers Provide Quality Service Deliver Desired Audience Internal LEVERAGE CONVERGENCE and SOUTHEAST FOCUS Through the Following: Promote Public Trust & Identity Learning & Growth Win New Advertisers and Increase Share from Existing Accounts Attract & Retain High Quality Employees Deliver High -Quality Build Strong Service Through Community Continuous Partnerships Improvement Develop and Deliver Superior Content and Expand Circulation, Viewership & Users Focus on Career & Skills Development Promote Employee Communication © 2017 ESM Software Group, Inc. All rights reserved Provide Innovative Multi-Media/Multi. Market Content & Sales Create and Acquire New Products and Services Promote Culture of Change and Employee Empowerment 10

Customer Perspectiv e Financial Perspective Communications Strategy Map “Our Mission is to develop, deploy, own and operate the most technologically advanced, shared communications infrastructure” (S 1) Maximize Shareholder Value by Achieving Growth Targets (Revenue, EBITDA, ROIC) Revenue Growth Strategy Productivity Strategy (S 3) Increase Revenue from Colocation, Network Operations, and Value. Added Services (S 2) Acquire, Construct, or Control Strategic Assets Internal Perspectiv e (S 5) Reduce Operating Costs Product, People, Performance Telecommunications Operators, Broadcasters, and Emerging Customer Segments (C 1) Easy to Do Business With (C 2) Turn- Key Solutions – Depth & Breadth of Offering (C 3) Assured Quality (I 1) Amaze Customers in Each Interaction (Executive, Field, & Online) (I 2) Develop & Cross-sell New Products & Services Technology Leadership (I 8) Establish/ Improve Core Capabilities and Support Process to Maximize Efficiencies (I 5) Integrate Acquisitions (I 6) Optimize Acquisition Process (C 6) Good Neighbor (I 7) Operate and Maintain Cost Effective Infrastructure (I 4) Rapid Deployment of Cost Effective Infrastructure Solutions (I 3) Develop Intimate Customer Relationships (C 5) Meet Financial Requirements (C 4) Speed to Market Operational Excellence Customer Partnership Learning & Growth Perspective (S 4) Improve Asset Utilization (I 9) Implement Strategic Management Processes to Deploy and Manage Resources (I 10) Identify, Develop and Integrate Selected Technologies that will Improve Asset Utilization, Create Competitive Advantage, and Expand Our Business Model A Climate For Action (L 1) Communicate Role Specific Strategies to Employees (L 2) Develop Leadership Capability and Accountability at All Levels in the Organization (L 3) Improve Global Knowledge Management and Communication of Best Practices (L 4) Link Pay to Performance (L 5) Develop and Maintain Leading Edge Skills in our Employees (IT 1) Optimize Technology Infrastructure / E-Business © 2017 ESM Software Group, Inc. All rights reserved 11

Communications Company Strategy Map Become Americas’ #1 Image Communication Company Financial Revenue Growth Strategy Maximize Operating Cash Flow Grow Revenue Grow MFP Market Share Grow Color Laser Printer Market Share Improve Office Productivity Internal Process Expand Total Document Volume (TDV) Learning & Growth Improve Competitor Knowledge Fund Strategic Investments Be Easy to do Business With Expand Sales of Core Products & Establish New Business Models which Increase Total Document Volume Strengthen Increase Consultative Customers’ Sales Process Awareness of CCC’s Value Create/Promote Develop Effective Distribution Channel Strategy (Major Account growth focus) Develop a Customer Relationship Management Program Capture & Analyze Customer Voice Establish a Process to Collect & Use Customer & Competitive Data Improve Cost Structure Deliver Quality Customer Service Customer Focused Management to Increase Customer Value Printing/Document Solution Products & Services Improve Knowledge of External Best Practices Maximize Profitability Deliver Effective Low Cost Operations Lower Total Cost of Ownership Customer Productivity Strategy Provide Accurate & Timely Information Effective & Low Cost Operations to Create Investment Opportunity Optimize Organization Reengineer & Standardize Processes Leverage Technology Provide Continual Improvement for all Business Processes Improve Asset Utilization Provide Green Products & Programs Environmental Leadership Establish Green Solution Marketing Business Models & Systems Manage Environmental Impact Become an Employer of Choice Increase Corporate Social Responsibility Attract & Retain Talent © 2017 ESM Software Group, Inc. All rights reserved Develop Full Employee Potential Revitalize Employee Reward Systems 12

Defense Agency Strategy Map Mission Right Item, Right Time, Right Best Value Solutions for America’s war fighters Place, Right Price Every Time… Customer Financial Promote confidence in ADA's financial stewardship ADA will be “customer driven” Negotiate and honor performance agreements with customer segments Focus and manage logistics support by customer segment based on customer needs Internal Ensure seamless logistics support during transition from peace / war INNOVATE Implement strategic material sourcing Implement revised business processes Design and implement a best value enterprise IT environment Learning and Growth Deliver the proper knowledge and skills to meet ADA’s customer commitments Create and manage a customer-focused culture Minimize total supply chain costs OPERATE Implement perfect order fulfillment Performance based dominance ADA will Maintain and support a customer Focused Logistics Team Resource ADA’s operational strategies Trusted Financial Steward Provide a quality work environment consistent with ADA values © 2017 ESM Software Group, Inc. All rights reserved 13

Oil Distribution/Marketing Improve Shareholder Value Financial Perspective Revenue Growth Strategy Customer Cost Product/Service Attributes Price Learning & Growth Perspective Product Time Quality Relationship Function Service Assets Channel A Segment B Segment A Customer Value Proposition Customer Perspective Internal Perspective Productivity Strategy Image Relations Brand “Product Leadership” “Customer Intimacy” “Operational Excellence” “Good Neighbor” (Innovation Processes) (Customer Management Processes) (Operations & Logistics Processes) (Regulatory & Environmental Processes) A Motivated and Prepared Workforce Competencies Technology © 2017 ESM Software Group, Inc. All rights reserved Climate for Action 14

Government Oil Distributor Strategy Map Assure profitability and value “Keep leadership in the country’s market of oil and derivates” Market Perspective Sustain revenues and optmize margin Pursue cost leadership Financial Perspective “Expand international operations” Offer high quality products and services to the consumer • Quality of products and services • Competitive price Downstrea m Customer Loyalty • Quality of products and services • Supply commitment • Competitive price Commitment with society Increase quality of products and services Reinforce brand imange Pursue natural gas market leadership Assure capital discipline Assure international standards for EHS Enterprise Excellence Integrated Growth Become benchmark in operational costs Develop natural gas market Increase refining capacity • Domestic • Internation Create sinergies among Service Areas, Financial Areas and Corporate Units with Business Areas Learning and Growth Perspective “Consolidation as an energy company” transparency Responsible operation Follow customer and competitive behaviour Increase international presence • Social responsibility • Ethics and Market Orientation Process Perspective Grow assuring portfolio diversificati on al Foster Climate for results Drive information towards business • Decision Support • Knowledge Management Expand Reserves and Production Develop and Improve Strategic Competencies • Management • Market orientation • Innovation and technology © 2017 ESM Software Group, Inc. All rights reserved Integrated operations for eletric energy Educate community and labour force for social responsibilty 15

Financial Business Banking Division Strategy Map F 1 Maximize shareholder value… F 2 Grow Earnings and SVA F 3 Increase revenue growth Leverage expenses Customer through a superior customer experience …… C 1 C 2 “Be easy to do business with across the value continuum” Acquire and Build Intimate Customer Relationships Achieve Operating Excellence I 7 I 6 Internal Process I 2 Ensure best-in-class problem resolution Acquire targeted customers Build, promote and communicate the business banking brand through advertising and marketing featuring all channels Accurately, quickly, and flexibly deliver what we promise I 3 Provide differentiated product and value propositions for high opportunity segments I 10 I 5 “Anticipate and provide solutions to meet my financial needs” Provide Customer Solutions Across the Multi-channel Network Expand all relationships Retain valuable relationships I 4 I 1 C 3 “Know, respect, and value me” I 9 I 8 Ensure best-in class relationship management model Provide full functionality across all channels Enhance and integrate investment, insurance, and retirement capabilities Learning & Growth driven by a proactive high performance, customer-centric culture. L 1 Attract, develop, and retain a high performing and diverse workforce L 2 Drive and enhance a customer-centric, personalized service culture L 3 Develop, enhance, and deploy customer knowledge and information systems © 2017 ESM Software Group, Inc. All rights reserved L 4 Integrate six sigma standards across all processes 16

Customer Financial Community Banking Group Strategy Map “Our success comes from… F 2 - Maximize traditional revenue sources F 1 - Achieve sustainable double-digit net income growth F 3 - Grow nontraditional revenue sources F 4 - Manage financial resources for maximum risk-adjusted return …delivering great financial services, … C 1 - “Understand me and give me the right information and advice. ” C 2 - “Give me convenient access to the right products. ” C 3 - “Appreciate me, and get things done easily, quickly, and right. ” C 4 - “Be involved in my communities. ” …which is all about developing and managing enduring relationships… Grow High-Potential and Retain High-Value Relationships Internal Process Acquire New Relationships I 4 - Sell the right products at the right time Learning and Growth I 11 - Consistently deliver the value proposition – at the right cost I 7 - Provide premium service to delight and retain valuable customers I 3 - Communicate the brand value proposition I 1 - Segment markets and target prospects for new opportunity Increase Quality and Productivity I 10 - Maximize efficiency and quality of business processes I 6 - Demonstrate the value proposition I 2 - Effectively develop products and access I 5 - Identify and recognize highpotential relationships I 8 - Focus on the “critical fewer” I 9 - Enhance critical internal and external partnerships …and being a great place to work!” L 1 - “We develop, recognize, retain, and hire great people. ” L 2 - “I’m developing the skills I need to succeed. ” L 3 - “We understand the strategy and know what we need to do. ” © 2017 ESM Software Group, Inc. All rights reserved L 4 - “We have the information and tools we need to do our jobs. ” 17

Mutual Strategy Map Help Clients Achieve Financial Security Over a Lifetime “Our success comes from. . . Financial Customer Delivering Value to Policy owners & Customers 1 Growing Protection Revenue 2 Policyowners, Customers 3 Managing the Fundamentals , … differentiating & Financial Representatives 4 Growing 5 Investment Product Managing Expenses Revenue ourselves by providing our clients with. . . Leading Products 6 • Strong Brand 7 • Best Product Value Expert Guidance & Needs-Based Planning 8 Relationship. Based Service , … excelling at those things that drive our strategy. . . 9 10 Growth & Learning Internal Process For the Network. . . For the Home Office. . . Expanding the Field Force 11 Ensuring Compliance / Best Practices and Proper Supervision Enhancing Representative Productivity 12 Providing Supporting Technologies 13 Re-Examining Internal Processes to Maximize Efficiencies 14 Managing Projects to Deliver Cost-Effective Benefits , … and fostering loyalty, productivity and personal growth by. . . ” 15 Enhancing Network and Specialist Capabilities 16 Providing a High. Quality Work Environment © 2017 ESM Software Group, Inc. All rights reserved Engaging Employees 17 in Company Strategy & Success 18

Financial Corporation Enterprise Strategy Map Purpose: Maximize the long-term total return to our shareholders Financial F 1 – Top Tier Earnings with Consistent Growth High-Performing, World Class Sales Organization F 2 – Grow Revenues F 4 – Manage Expenses F 3 – Maintain a High Level of Risk management F 5 – Strategically Invest/Divest Internal Processes Client Acquisition, Development, and Retention C 1 – Provide Financial Solutions “For Life” C 2 – Deliver Quality Service I 3 – Use the Preferred Way of Selling I 5 – Profitably Deliver Consistent Service I 2 – Expand Enhance Offerings I 1 – Leverage Client Information I 4 – Align and Enhance Channel Capabilities Business Enhancement I 6 – Proactively Manage Resource Allocation I 7 – Continually Improve Our Business Processes Employees Are Our #1 Resource E 1 – “We Will Be the Preferred Employer” E 2 – “We Will Develop the Competencies, Experiences and Leadership Expertise to Success” E 3 – “We Will Have Employees Who Contribute to Our Communities” © 2017 ESM Software Group, Inc. All rights reserved E 4 – “We Will Recognize and Reward High Performance” 19

Bank Strategy Map The Revenue Growth Strategy The Productivity Strategy Financial Perspective Improve Returns Improve Operating Efficiency Broaden Revenue Mix Customer Perspective Increase Customer Confidence in Our Financial Advice Internal Perspective Innovation Understand Customer Segments Increase Customer Satisfaction Through Superior Execution Customer Management Develop New Products Learning Perspective q Employee Satisfaction Develop Strategic Skills q Strategic Job Coverage Ratio Cross-Sell the Product Line Operational Excellence Shift to Appropriate Channel Minimize Problems Increase Employee Productivity q Revenue per Employee Access to Strategic Info Align Personal Goals q Strategic Info Availability © 2017 ESM Software Group, Inc. All rights reserved Provide Rapid Response q Personal Goals Alignment (%) 20

Insurance Company Strategy Map Financial What we must deliver to our shareholders Client What our clients expect from us F 1 - Increase Shareholder Value F 3 - Underwrite for Maximum Value F 2 - Grow Revenue People & Knowledge How we must develop our organization Underwriting & Structuring Excellence Operational Excellence I 7 - Design and Price Offerings Appropriately I 8 - Streamline and Improve Business and Information Processes I 6 - Understand Manage Our Book of Risks I 1 - Understand Client Needs I 4 - Expand Leverage Leadership in Risk Intelligence P 1 - Ensure the Right Skills are Available for Business Needs C 3 - Responsive and Reliable Execution C 2 - The Right Risk and Capital Solutions I 3 - Maximize Business Opportunities I 2 - Build Consistent and Deeper Client Relationships F 6 - Improve Expense Productivity Maximum Client Value C 1 - Long-term Partner for Risk and Capital Management Client Focus Internal What processes we must excel at F 5 - Maximize Investment Return F 4 - Maintain Top Financial Strength P 2 - Live the Swiss Re Core Values © 2017 ESM Software Group, Inc. All rights reserved I 5 - Enhance and Comply with Risk Management Processes P 3 - Deliver Relevant, High-Quality and Timely Information 21

Financial Health Plan Strategy Map Return on Investment Efficiency Revenue Growth Organic Growth • Core Business? • New Products? • New Geographies? Acquisition • Buy for Customers? • Buy for Product? • Buy for Market Investment Revenue • Low Risk? Rationalize Benefit Costs • Disease Management? • Medium Risk? • High Risk? • Utilization Review? • Limited Coverage? Optimize Administrative Costs • Information Systems? • Process Reengineering? • Staffing? Internal Customer Presence? Enrollees Employers • Competitive • Increased Price • Expanded Convenience Benefit Choice • Provider • Increased • Employee Cost • Internet Transparency Customer Intimacy • Create Defined Contribution • Improve Provider Relations • Expand Enrollee Services • Optimize Employer Service • Build Tiered Networks • Couple Fee-for-Service with Convenience • Automated • Competitive Fee Claims Processes Schedule Connectivity Product Innovation Product Choice Providers Operational Excellence • Automate Functionalities • Streamline Claims Processing • Refocus Utilization Review Regulation & Society • HIPAA Compliance • Improve NCQA Rating • Respond to Patient Bill of Rights Legislation Learning & Growth Risk Sharing Recruiting and Training Culture and Climate Leadership © 2017 ESM Software Group, Inc. All rights reserved Information Technology and Tools 22

Health Plan Strategy Map Mission: Support the health care needs of our customers through relationships, service, and overall excellence Customer C 1 -“Give me a broad choice of participating providers” C 4 -“Provide us with affordable healthcare coverage options” C 3 -“Minimize and make predictable my out-of-pocket costs” C 2 -“Quickly and correctly pay my claims and minimize my hassles” Community Employer Member C 7 -“Play an appropriate role to improve the health of the community” C 6 -“Be easy to do business with” C 5 -“Meet our performance standards” Internal Product Management Provider Relationships I 3 -Excel at benefit cost management programs I 5 -Simplify administrative processes between providers and ourselves as appropriate I 2 -Conduct analysis for product development and enhancement I 4 -Develop collaborative relations with providers to improve quality, cost effective health outcomes I 1 -Develop and actively manage quality, cost effective provider networks/ contracts Learning Customer Communication / Service I 7 -Improve response to customer inquiries and problems I 6 -Educate members and sponsors on benefits, networks, and proactive health L 2 -Ensure employees have clear line-of-site to our organization’s strategy Financial Growth / Revenue F 2 -Retain and grow membership through responsible rating and underwriting practices Community / Regulatory I 10 -Selectively improve key processes for efficiency and value, and apply IT solutions as appropriate I 12 -Educate the public about healthcare issues, our positions, and our mission I 9 -Systematically improve quality and service levels of transactional processes Technology / Information L 3 -Develop and promote whole company perspective and adaptability F 1 -Ensure responsible financial stewardship F 3 -Generate income through prudent investment strategies I 11 -Monitor and strive to influence regulatory/ legislative activities to achieve our mission I 8 -Ensure compliance and make the best of compliance mandates to drive improvements Culture / Leadership Skills / Competencies L 1 -Recruit and retain employees to enhance our performance, values, and competencies Operational Excellence F 4 -Maintain appropriate reserves L 4 -Provide employees with more immediate access to accurate, actionable and consistent information Efficiency / Cost F 5 -Effectively manage benefit costs © 2017 ESM Software Group, Inc. All rights reserved F 6 -Effectively manage administrative costs 23

Clinic Health Systems Strategy Map Vision: ABCC is a values-driven, integrated organization which will be recognized for excellence in customer service, quality patient care, financial strength, and support of community health FINANCIAL Build a Strong Financial Base to Sustain our Mission and Achieve our Vision Implement Managed Deliver Cost Efficient Care Growth To financially sustain our Mission, on what must we focus? Maximize High Margin, Market Opportunities 1 Primary Care Patients CUSTOMER To achieve our Vision, how should we appear to our customers? Excellent service Personal relationships INTERNAL Develop leading edge techniques and programs To satisfy our customers, at which operational processes must we excel? Easy Access How will we sustain our ability to change and improve? Leading edge technology On-Time Service Clearly communicate expectations and accountabilities aligned with strategic priorities Payers/Employers Leading edge expertise Innovative programs Demonstrate Continued Clinical Excellence Provide Outstanding Customer Service LEARNING & GROWTH Specialty Care Patients / Referring Physicians Friendly, attentive interactions Price competitive service Strive for Operational Excellence Clinical Practice Management Optimize Staff Efficiency Redesign operations for efficiency and effectiveness Develop research opportunities aligned with targeted growth areas Continually develop sub specialized clinical services Create an environment to support employee engagement & commitment to the mission Recruit & retain qualified staff Implement technology & develop facilities & infrastructure to support internal processes Develop Leadership & Management Talent © 2017 ESM Software Group, Inc. All rights reserved 24

Clinic Draft Strategy Map – Board Level XYZ Clinic Mission Clinic will provide the best care to every patient every day through integrated clinical practice, education, and research Payers Referring Physicians Recipients of Care & Services: Reputation / Image Growth & Integration (Goal 1) Internal Processes: Relationship High Value Strategy Planning / Positioning Expected Access Innovation & Scholarship Customer Relationships Care Delivery (Goal 3) (Goal 4) (Goal 5) (Goal 6) Become highly focused in our growth Ensure integration of info. & infrastructure Attract, Develop, Retain, & Advance Staff Operating Efficiency/ Systems (Goal 2) Develop processes to recognize, foster, and communicate scholarship and innovation for all staff Define & utilize processes to project the most likely practice of the future Manage limited resources across XYZ Personal Enablers & Tools: Excellent Outcomes Patients Prompt & Accurate Reporting Introduce new “products” and teaching methods Evolve & manage to an effective strategy / planning process (link planning w/ execution) Expand the scope of innovation, empower innovation, & communicate best practices Enable Scholarship to Support Learning & Growth for All Staff Promote XYZ Model of Care & Culture Continue to support the communities in which we work Involve all our staffs in meeting satisfaction goals Determine key satisfiers and measure against them Achieve Diversity of All Our Staffs Achieve consistent high quality outcomes regardless of site (replicate best practices) Develop tools & processes for outcomes analysis Ensure Mutual Respect as Standard of behavior Monitor efficiency through use of management tools (system & data) Enhance efficiency and effectiveness in all XYZ processes Increase clinical productivity Ensure Availability & Adoption of Integrated IT Ensure Sufficient Financial Returns to Sustain the Mission and Provide for Growth Financial Viability: Grow Revenue from Patient Care Inflows Optimize Foundation Contributions © 2017 ESM Software Group, Inc. All rights reserved Outflows Optimize Expenses 25

Clinic Department of Nursing Strategy Map Vision: To provide the best nursing care in the world Patients/Customers: Achieve best possible outcomes Promote positive reputation & image of nursing Post Hospital Care Agencies Physician/Health Care Team Patient/Family Foster satisfying relationships Internal Processes: Growth & Integration (Goal 1) Operating Efficiency/ Systems (Goal 2) Develop & implement strategy to manage hospital capacity and expected growth Implement efficient & effective practices, systems, & information technology and optimize clinical productivity Fully integrate management of nursing resources at XYZ Innovation & Scholarship (Goal 3) Develop innovative practices, systems & information technology Customer Relationships (Goal 4) Identify key customer satisfiers & measure against them Grow scholarly activity Staff to workload Accurately measure nursing workload Care Delivery (Goal 5) Strategy Planning / Positioning (Goal 6) Create a safe environment for patients Assure that the national goal of 66% baccalaureate is met by 2010 Develop high quality outcome measures Define & utilize processes to project the most likely practice of the future Optimize professional nurse accountability Evolve & manage to an effective strategic planning process Personal Learning/ Development & Tools: Retain & recruit qualified staff Provide opportunity for learning & growth for all staff Enable participation in scholarly activities Assure consistent application of policies, procedural guidelines & practices Enhance staff communication Provide a safe environment for staff Financial Viability: Enhance the value of patient care (value=quality/cost) while maintaining the NOI necessary to sustain our practice and support our mission © 2017 ESM Software Group, Inc. All rights reserved 26

Hospital Balanced Scorecard Mission To provide patients, families and primary care physicians with the best, most compassionate care possible and to excel at communications Customer Patient q % Satisfied q % Would Recommend q % Parents Could Articulate Care Plan q Discharge Timeliness Financial q Operating Margin Primary Care Physician q % Satisfied with q Cost per Case Communication q Revenue from Neonatal Care q % Parents Could Identify ACH Physician Internal Processes Wait Time q Admissions q Discharge Quality Productivity q Infection Rates q Blood Culture Contaminate Rate q Use of Clinical q Length of Stay q Readmission Rate q Daily Staffing vs Pathways (Top 10) Occupancy Research, Education & Teaching q Incentive Plan – Awareness – Implementation q Strategic Database – Availability – Use © 2017 ESM Software Group, Inc. All rights reserved 27

Health and Life Sciences Strategy Map Financial & Values F 1 Build an Enduring Global Health and Life Sciences Company V 1 Passionate About the F 2 Customer Motivated and Prepared People C 1 I 3 Internal Process F 1 Kind of Company We Are Building Together “ABC People Make a Difference” Build Superior Shareholder Value Target: 15% EPS Growth F 3 Grow Revenues: Target: 15% Value Added Solutions Steadily Improve Company-wide Operating Margins F 4 Customer Focused Relationships C 2 “ABC Helps Me and C 3 My Customers Succeed” “ABC is a Trusted Partner” Manage Risk / Return on Capital Invested Superior Execution C 4 “ABC Delivers On Commitments” I 7 Expand Deepen Foster a Values. Driven, High Achievement Culture I 5 Develop to Their Full Potential Right People I 9 Continually Improve Efficiency and Quality I 6 I 2 Enable Individuals to I 1 Attract and Retain the Customer Relationships Offer Innovative Solutions Strategically Enter New Markets and Businesses I 8 I 4 Proactively Build and Leverage Customer and Marketplace Knowledge Meet Requirements and Exceed Expectations I 10 Employ Technology Platforms that Support the Strategy Our Core Values Are The Foundation of Everything We Do © 2017 ESM Software Group, Inc. All rights reserved 28

customer value financial strength Pharma Strategy Map. Preserving and Improving Human Life by Putting Patients First Maximize Revenue Growth of Breakthrough Products Optimize Contribution of External Growth Opportunities Patients Discover and Develop Novel Drugs Faster internal processes organizatio n Develop and successfully manage new external alliances Innovate best-inclass lab procedures & practices Manage Financial Risk Achieve Maximum Efficiency and Productivity of Resources Health Care Professionals “Give me clear, concise, “Respect the relevant clinical & scientific demands on information” my time” “Give me medicines with true clinical benefits” Accelerate time to market (regulatory approval) Grow Revenue and Shareholder Returns Implement Customer-Driven Sales Model Payers “Provide medicines with true clinical benefits at a competitive price” Value-added partnership Permanently Reduce Our Cost Structure Implement and expand use of innovative communication channels Improve procurement and shared service cost effectiveness Field Org. Focus: Reduce number of products and customers per rep Develop new “tools” to increase effectiveness of providers Promote access; support Medicare Drug Benefit Improve manufacturing efficiency and ensure product quality Optimize asset productivity Create a High Performance / High Integrity Organization Acquire & develop specialized skills and knowledge Leverage Merck’s strong science culture Maintain highest integrity and core values © 2017 ESM Software Group, Inc. All rights reserved Improve everyone’s ability to execute the Merck strategy 29

Pharmaceuticals Corporate Strategy Map Passionate About the Kind of Company We Are Building Together Build Superior Shareholder Value Grow Revenues Increase Return on Capital Motivated & Prepared People Internal Process Customer Financial Build an Enduring Global Health and Life Sciences Company Grow Operating Margins Build Enduring Relationships Strategically Enter New Markets Offer Innovative Solutions Continually Improve Safety, Efficiency and Quality Meet Requirements & Exceed Expectations Better Understand our Customers/markets Enable the Strategy Through Technology Platforms Attract & Retain the Right People Build a High Performance Culture Our Core Values & Purpose Are The Foundation of Everything We Do © 2017 ESM Software Group, Inc. All rights reserved 30

Drug Strategy Map — Key Objectives Growth Goals Financial Goals Our mission is to create world class consumer brands that achieve industry leading sales & profit Capital Efficient Profitable Growth • Operating Cash Flow of $___ MM Sales Growth Profitability • Sales of $1. 5 B (‘ 04) – $2. 1 B (‘ 10) • __% Operational Growth (’ 04 – ’ 10) Capital Intensity • Net Income of $325 MM (’ 05) • Net Income Margin of 21. 6% (’ 05) • Gross Profit Margin ($$ & %): 74% • One Language: (Consumption, HH PEN, Buying Rate, Growth vs. Cat, Competition, & PL) • Case Fill Rate Grow Our Brands • Sales of $1. 5 B (’ 05) • One Language: (Consumption, HH PEN, Buying Rate, Growth vs. Cat, Competition, & PL) • Capex of $152. 3 MM (2005) • Inventory (DOS) of 83 (’ 04) – 97 (’ 07) Grow our Existing Categories • Sales of $55 MM (’ 06) – $275 MM (’ 10) • $$ of R&D Budget: Funding Our Future • Target costs by P&L Line Item Create New Categories • Sales of $40 MM (’ 06) – $338 MM (’ 10) • $$ of R&D Budget: Growth through Product Innovation & Science Excellence in Demand Generation • Build, Enable, & Deliver 36 Month Pipeline of Sustaining & Disruptive Innovation (AM, DK, TL) • Build Industry Leading Consumer Brands (AM) • Use Nx as a Key Enabler (SB) • Identify Next New Technology Platform (FH) • Aggressively Grow Platinum Customers While Growing All Customers (BB) • Penetrate Emerging Markets (AM) Flawless Execution in New Product Launches and Supply Chain • Deliver 36 -Month Plan (TL) • Build a Supply Network Responsive to Marketplace Needs and Deliver Superior Customer Service (TL) • Improve Commercialization Capability Using NPDP(TL) • Create and Execute Congestion Offense (BB) Quality & Compliance as a Business Advantage • Enhance Existing Compliance Systems (BM) • Create Centers of Excellence in Quality System Design To Ensure Sustainable Compliance (BM) • Implement the MAP Process (BM) Signature Processes (36 Month Commercialization Plan (DK), SMOF (TL), OTC OGSM COMPSTAT(AM), Tech/Product Transfer (BM)) Leadership & People Development • Build a Diverse and Robust Pipeline of Extraordinary Leaders • Manage Enterprise Talent © 2017 ESM Software Group, Inc. All rights reserved • Build a High Performance Culture 31

Scientific Strategy Map Support ’s Shareholder Value Goals F 1. Increase Profitable Growth Through Acquisitions and Organic Product Development Markets/Customers Financial Performance F 2. Increase Revenue By Expanding Share in Our Current Markets Customer Value Proposition (Buyers and End Users) C 1. Provide essential content that helps end users make better decisions faster C 2. Provide solutions and technology that is integrated into customer workflow Markets and Customers Internal Process F 3. Leverage AS Investment I 1. Identify and Execute Acquisition Opportunities Solutions I 2. Invest in Products That Fulfill Customer Requirements I 4. Increase Speed To Market With Enhanced or New Products and Solutions C 3. Build and Maintain Critical Lasting Relationships Operations I 5. Improve the Performance of the Editorial Process I 3. Understand Our Markets and Customers I 6. Leverage Content, Common Platforms, Systems and Processes People P 1. Ingrain Common Core Values P 2. Create a Customer-centric Organization P 3. Increase Management Depth © 2017 ESM Software Group, Inc. All rights reserved P 4. Create Environment so Employees Reach Their Full Potential 32

Internal Processes Customer Wants Business Results Manufacturing Enterprise Strategy Map To be the Company of Choice, we must. . . Consistently generate economic value – R 1 Achieve industry best cost – R 2 “Organization has the industry-best price” – C 1 “Organization delivers world-class quality” – C 2 Supplier of Choice “Organization is responsive and anticipates our needs” – C 3 Grow revenue – R 3 “Organization has innovative products” – C 4 “ embraces our diversity and community goals” – C 5 Operational Excellence Customer Relationship Growth and Innovation Manage and maximize process efficiencies – P 1 Acquire and expand valued relationships – P 4 Aggressively grow existing business – P 8 Understand anticipate customer needs – P 5 Optimize asset utilization – P 2 Continuously improve quality – P 3 Manage quality of launches – P 6 Continuously enhance engineering, program management, and product expertise – P 7 Anticipate and exploit market opportunities – P 9 Effectively evaluate and assimilate new business – P 10 Operating Processes and Disciplines Strategic Enablers Build standardized and flexible architectures and processes – P 11 Communicate effectively inside and outside our enterprise – P 12 Enable empowered effective decisions and accountability – P 13 Employer of Choice Attract, develop, and retain a skilled and diverse workforce – E 2 Build and sustain a balanced performance-oriented culture – E 3 Enable performance with the right systems and organization – E 4 “We are all accountable for our core values” – E 1 © 2017 ESM Software Group, Inc. All rights reserved “We are all about diversity and fairness” – E 5 33

Manufacturing Strategy Map Maximize long term stake holder value The Revenue Growth Strategy Capture profitable volume growth Optimal product and revenue mix Optimal channel & customer mix The Productivity Strategy A true low cost bottling operation Customer focused distribution system at lowest possible cost Optimal consumer & customer penetration A flexible production process at lowest possible cost Cost conscious admin expense & head count management Financial Perspective Customer value creation Optimal product assortment Point of purchase excellence Optimal price/value relationship Consumer & Customer Perspective Consumer preference of Product availability securance brands Excellent in-outlet execution Efficient promotion Efficient assortment Efficient product introduction Efficient replenishment (production, infrastructure, logistics & distribution) ECR & Category management capability/focus Understand consumer & customer Financial management Build IS capability & awareness IS processes & systems Internal & external communication Empowered & motivated employees (intelligent risk taking, shared & acted upon aspiration) Promote info capturing, sharing and usage Effective environmental & safety mgt. Recruit, develop and retain top talent people Internal Processes Perspective Efficient purchasing process Organizational Learning Perspective guiding principles © 2017 ESM Software Group, Inc. All rights reserved 34

Customer Experience Financial Performance Generic Industrial Company Strategy Map Drive Shareholder Value Accelerate Organic Growth Drive Growth Through Acquisitions Improve Asset Utilization Process Excellence Continuously Lower the Cost Base Provide Leading Customer-Focused Solutions in the Markets We Serve Provide the Best Products, Services, and Solutions Create Loyalty through Excellence in Quality, Service, and Delivery Develop Partnerships to Deliver the Best Total Value Drive Dramatic Growth through Innovation People Expertise Drive Cash Flow Generation • Manage the Product Portfolio for Competitive Advantage • Restructure Businesses and Markets to Drive Growth and Profitability • Identify, Acquire, and Assimilate Complementary Solutions • Develop Innovative, Differentiating Applications and Solutions • Identify and Target Growth Markets and Segments Drive Demand through Customer/End-User Intimacy Drive Operational Excellence • Continuously Improve Health, Safety, and Environmental Practices • Continuously Improve Manufacturing Network Efficiency and Effectiveness • Create Best-in-Class Corporate Center • Create Best-in Class GBS Processes and Services • Design for Speed, Cost, and Value • Continuously Improve Technology Efficiency and Effectiveness • Leverage GIC Channel and Customer Network • Develop Customized Marketing Programs With Key Customers • Align With Innovative, Market-Driving Customers within Target Channels • Identify and Select Target Channels • Understand Customer and End-User Needs Leverage the Power of Our Enterprise Through Dual Citizenship Develop Strategic Employee Competencies Leverage Cross -Business Synergies Exemplify GIC Guiding Principles Share Best Practices © 2017 ESM Software Group, Inc. All rights reserved Expand Capabilities with Technology 35

Generic Industrial Company BSC Corporate Synergies Financial Customer Internal Process Learning & Growth Enterprise Value Proposition Enterprise Scorecard • • • Drive shareholder value Total shareholder return Total revenue growth Organic revenue growth Operating income growth Cash Flow Corporate Initiatives • Finance as a growth engine • Acquisition and integration • Corporate tax • Provide leading customer focused solutions • Customer survey • Target account performance • % Perfect orders • Retail solutions • Drive dramatic growth through innovation • Revenue from New Solutions • Product / SBU portfolio performance • Revenues from cross selling • GIC distribution • Drive demand through customer / end-user intimacy • Drive operational excellence • Leverage the power of our enterprise through dual citizenship • Supplier solutions • % Revenues supported by standard technology platform • GIC Quality Index • Lost workdays • Hazardous waste • Employee survey • Leadership development plan • Enterprise-wide technology • Strategic Management System • GIC University / Leadership Institute • Communications • Performance management plan participation KEY: Corporate Role Common / Linked Processes and Measures Common Themes © 2017 ESM Software Group, Inc. All rights reserved 36

College Business & Administrative Services Strategy Map The School excels in support of college’s Academic Mission and campus priorities Anticipate service needs of our customers Make services easy to find and easy to use Create effective, timely solutions for customers Protect and enhance the campus environment and community Provide expertise that inspires confidence Generate resources Assure quality Build business case Customer Focus Resource Focus Develop partnerships with strategic customers Engage in proactive communication Position talent for success Recruit and retain the best people Replace silos with integrated services Build business partnerships Incorporate best practices Conduct technology R and D Achieve a high-performance, service culture Develop an excellent, diverse workforce Develop expertise and competence Develop push-pull processes Optimize use of technology Recognize high performers Align actions w/ values and strategy Manage resources effectively Create new ways of doing business Continuously improve key processes Know what customers want Process Focus Operate within available resources Assure results through knowledge sharing and teamwork Demonstrate leadership through initiative and personal responsibility © 2017 ESM Software Group, Inc. All rights reserved Provide effective leadership throughout BAS Champion strategic innovation Develop leaders Communicate expectations aligned w/ values and strategy 37

Teaching Organization Strategy Map Improve the prospects of children growing up today in low-income communities Social Impact the prospects of children growing up tomorrow in low-income communities CM effectiveness measure # of entering CMs (and children served) Results of periodic or one-time studies Impact on alumni career choice Growth in special initiative areas Results of one-time studies % CMs complete commitment Constituent Perspective Corps members (produce impact by effecting gains in student achievement) Alumni (produce impact by effecting social change) % satisfaction Engagement index % feel ABC values efforts Internal Operations Key Levers Grow size, caliber, and diversity of applicant pool Number of “top quality” applicants Select high quality applicants to join corps Corps quality metrics First-review accuracy percentage Grow Corps Member Base Financial Perspectives Increase effectiveness of regional support network Increase effectiveness of training institutes CM % satisfaction with training CM ratings of faculty CM % satisfaction with support network Clustering metric Build a thriving alumni network Communications channel effectiveness % alums attending events Catalyze Alumni Movement Enhance Corps Member Effectiveness Ensure viable fiscal position through good financial management and controlling growth in costs Grow and diversify revenue base Total ongoing revenue $ above/below budget # of HNW individual donors Cost per CM # regions with public funding Operating reserve size Build a Sustainable Financial Base Learning and Growth Perspectives Build a diverse, talented team Ensure effective management throughout the organization Enhance technology capabilities Conduct smart experiments # pipeline prospects apply % of key annual goals met % high performers retained % managers receive training Staff % satisfaction with technology % new projects up on-time # of strategic experiments conducted Diversity % of staff Staff % satisfaction Build capacity of our national board Prepare for expansion $ raised from or through national board members # of new sites New institute site established Build a Thriving and Diverse Organization © 2017 ESM Software Group, Inc. All rights reserved 38

Vacation’s Enterprise Strategy Map Maximize short and long-term shareholder value Financial Objective Maximize profitability, shareholder value and sustained growth F 1 Increase revenues and profits from existing businesses F 2 Grow Revenues and Profits F 3 Achieve long-term profit growth of existing businesses Improve use of capital F 5 Internal Process Objective C 1 P 1 Deliver efficient and effective process performance P 3 Build one-to-one customer relationships Deliver physical P 2 products according to business plan Learning and Growth Objective L 1 Create & sustain a prepared, motivated and engaged workforce Create Efficient and Effective Processes P 4 Adopt and deploy P 8 enabling technology Build associate capability necessary to enable and sustain an engaged highperformance culture Increase Profitability of Services P 5 P 6 P 9 Build Competency and Culture L 2 pride in their C 4 relationship with XYZ Optimize Inventory for Sale and Use Acquire new customers more efficiently and cost effectively Enable and Deploy Technology Improve Leadership effectiveness and engagement Build customer trust and Customers are delighted with their vacation fulfillment C 3 Customers find Vacation Ownership product to be easy C 2 to use and hassle free Increase profit performance from international operations F 8 Ensure Customer Intimacy Customers receive high-value vacation experiences and services Continuously improve and integrate processes and technology to drive each Business Line’s success F 7 Achieve Budgeted Cash Flows from F 6 Joint Ventures Increase Development Margin F 4 Customer Objective Anticipate and deliver high-value vacation experiences and personalized services for our customers Increase Profitability of Mortgage Bank Improve Productivity P 7 Execute efficient and effective Joint Venture Partnerships Ensure a profitable Pre-Owned Inventory Business Optimize XYZ’s web capabilities Ensure all associates understand their role in the delivery of XYZ’s vision, mission and strategies L 4 Ensure company mirrors the diversity of the markets in which we operate L 3 © 2017 ESM Software Group, Inc. All rights reserved 39

Travel Management Strategy Map Financial Maximize Return on Investment Optimize EBITDA Increase net value per transaction Optimize Capital Structure Reduce Cost per Transaction Grow Number of Transactions Through New Customers Through Acquisitions Customer Base Customers Seamless Error Free Trip High-Touch Service Operational Efficiency Customer Intimacy Internal Develop and implement customer specific plans Listen to understand customer needs, wants, and wishes Establish and foster company to company relationships Optimize Revenue Value per Account Meet Client Needs in an error-free, consultative problem resolving fashion Consistently deliver a positive experience at every customer level Travel Cost Control Problem Resolution Creative Solutions Reduce Internal Cost per Transaction Reduce cost per transaction Sell the full range of valued services Educate clients about benefits of various tools and channels Leverage regional & national supplier advantages Offer alternative service channels Provide multichannel solutions Define and structure deals appropriately Understand shape client needs and solutions Select optimal solutions for customers Understand client value drivers Develop consistent processes with optimal cycle times Optimize organizational efficiency Enabling Technology Develop Learning & Growth Develop transactional applications Implement BTM systems to support enterprise requirements informational applications Culture Skills Develop & prioritize technology strategy Performance Management © 2017 ESM Software Group, Inc. All rights reserved 40

Adult Living Strategy Map “Maximize the Quality of Life and Dignity of Older Adults” Financial Improve Shareholder Value Create Cash Flow Customer Grow Revenue Trust Manage Expenses Create EBITDAR Consistency Choice Pay For Service People and Culture Business Process “Customer Satisfaction Through…” “…Quality Service” Excel at Quality Resident Healthcare Excel at Other Resident Services “Operational Efficiency” “… Quality Relationships” Develop Trusting Customer Relationships Early Optimize Rate and Occupancy Management Maintain ongoing honest/open communication with residents and responsible parties Leverage the Right Assets Aggressively Manage Residence Expenses Manage Media Exposure Proactively Manage Litigation and Regulations “Employee Satisfaction” Deliver People Proposition: “We Make A Difference” Provide Technology Support © 2017 ESM Software Group, Inc. All rights reserved • Reliable • Functional 41

Opera Strategy Map Our mission is to ensure the long-term future of opera in the area by (1) producing the highest quality professional productions of diverse opera repertoire that are artistically excellent as well as musically and theatrically innovative; (2) developing the next generation of opera talent; (3) engaging and educating a diverse community about opera to become enthusiastic audience members, educators, supporters, and volunteers. National/International Opera Scene Supporters/Subscribers CUSTOMER Target Generous and Loyal Contributors/ Prospects Focus on Board Investment and Recruitment Build Artistic Reputation for High Standards Launch Unique Residency Program for Artists Enhance Customer Relationships INTERNAL BUSINESS PROCESSES Streamline Ticketing/Gift Acknowledgement Processes Increase One-on-One Contact Improve Board Support Systems Provide Staff with Skill Training Promote Collaborations Insure Operational Excellence Develop Web-based Service/ Products Contract “Best” Talent Develop Strategic Job Competencies LEARNING AND GROWTH Present Diverse Repertory Community Develop Innovation Review Process Increase Brand Awareness Increase Cost Efficiency/Quality Assurance Develop Strategic Communications Plan Incorporate Milestone Evaluations Increase Revenue Systematize Financial Processes Build Multi-Year Support Invest in Strategic Technologies Create HR Plan Fiscal Health FINANCIAL Launch Comprehensive PR Campaign Develop New Products/ Program Build Growth-Enabling Infrastructure Strengthen Strategic Alignment Leverage Board Effectiveness with Education and Fundraising Training Focus on Educ. /Comm. Programs for Greater City Area Build Community Support Develop Administrative Residency Program Growth Planning Create Long-Term Investment Strategy © 2017 ESM Software Group, Inc. All rights reserved Develop Realistic Pro Formas Institutionalize Multi-Year Budgeting 42

Customer Experience Financial Performance HR Strategy Map Build Organizational Capability to Drive Shareholder Value Enable Business Growth Through Leadership Effectiveness Enable Acquisition Integration Effectiveness People Expertise Process Excellence Enhance Leadership Effectiveness Partner with Leaders in Driving Culture Change Promote a Global, Diverse Culture Be a Trusted Coach & Advisor Drive Organizational Performance • Facilitate Movement of Talent Across Businesses • Leverage the OLR Process • Develop IR Leadership Competencies • Retain Employees and Leaders with Superior Potential • Recruit and Select Employees and Leaders with Superior Potential Create a Work Environment that Develops and Broadens Competencies, Experiences and Contributions Be The Employer of Choice Provide Leaders with the Right People, at the Right Place, at the Right Time Develop Leaders Drive Organizational Transformation to a High Performance Culture Enable Organizational Efficiency & Effectiveness Provide a Positive Work Environment Build Strategic Employee Competencies • Leverage Performance Management Systems • Align and Leverage Reward Systems with the Strategy • Develop the Organization’s Change Management Capability • Facilitate Internal Communications • Champion Enterprise Best Practice Sharing • Provide Tools that Enable Employee Development • Develop and Implement a Training and Development Strategy • Assess Critical Competency Gaps • Identify Strategic Employee Competencies Achieve HR Process Excellence • Achieve Best-in-Class Customer Service Standards • Provide Timely and Accurate Administration of Compensation and Benefits Delivery • Develop Highly Efficient HR Processes that are Aligned with Business Priorities • Ensure that Consistent and Aligned HR Policies, Procedures and Tools are Implemented Leverage HR Community to Achieve Functional Excellence Attract, Develop and Retain HR Professionals Develop Strategic and Functional HR Competencies Improve Business Acumen Develop HR Leaders as Change Agents © 2017 ESM Software Group, Inc. All rights reserved Design and Develop an Integrated HR Toolkit Implement and Leverage HRMS System 43

HR Organization Strategy Map Template 3 Create shareholder value 2 Strategic HR Service Portfolio Requirements § Competency Development § Leadership & Climate § Performance Management HR Initiatives § XXX HR Budget § XXX Financial Perspective HR Efficiency Cost of service HR Effectiveness Impact on enterprise outcomes Budgetary discipline Employees Positive work environment Business Partners Provide quality service Achieve Operational Excellence • Compensation and benefits • Staffing / talent management • Learning / development • Communications Strategic Competencies for HR Linkage Scorecard • • • Strategic solutions Trusted coach and advisor Develop Business Unit Partnerships Provide Strategic Support to Business Relationship managers • Competency development • Leadership and culture • Performance management Integrated planning Service agreements Client feedback Customer Perspective Internal (Process) Perspective Show the value Strategic Technology for HR © 2017 ESM Software Group, Inc. All rights reserved Climate for HR Action Learning and Growth Perspective 44

HR Organization Balanced Scorecard Learning & Growth Internal Customer Financial Business Linkage Strategic Objectives Strategic Measures Targets Strategic Initiatives Budget o Competitive o Budget Cost vs Actual o 100% o HR Cost / Employee o 90% of norm C 1. Create a Positive Work Environment o Employee Satisfaction Survey o 80% rating o Employee Survey $ CCC C 2. Build Strategic Partnership o Service Agreement Feedback o 85% Rating o Account Review Program $ BBB C 2. Insure Human Capital Readiness o 75% o Human Capital Readiness Report $ AAA I 1. Achieve HR Operational Excellence o Cost per Transaction o Cycle Time o Error Rate / Complaints o 5% Reduction o 21 Days o 50% reduction o Activity Based Costing o Process reengineering o TQM for HR Processes $ NNN $ OOO $ PPP I 2. Develop Business Unit Partnerships o Service Agreements in Place (%) o HR Strategic Plans in Place (%) o Time with Customer o 90% o 10 hrs / week o Service Agreements Program o HR Strategic Planning Process o Relationship Management Program $ KKK $ LLL $ MMM I 3. Provide Strategic Support to Business a) Build Strategic Staff Competencies o Human Capital Readiness o 100% o Strategic Job Family Identification o Competency Profiles o Training & Development $ DDD $ EEE $ FFF b) Develop Leaders & Supportive Culture o Leadership Alignment o Cultural Alignment o 100% o Leadership Development o Mission, Vision, Values $ GGG $ HHH c) Create a High Performance Organization o Staff Alignment o 100% o Strategic Communications o Performance Management Program $ III $ JJJ L 1. Provide Strategic HR Info o HR Application System Readiness o 100% (vs. plan) o HR Systems Plan $ QQQ L 2. Develop Strategic HR Competencies o HR Competencies: Readiness o 100% (vs. plan) o HR Competency Plan $ RRR L 3. Fill HR Leadership Pipeline o Key Position Depth Chart o 80% o HR Leadership Development Program $ SSS L 4. Increase Best Practice Sharing o Best Practices Transferred (#) o 50% o Knowledge Management Program $ TTT L 5. Insure Strategic Alignment o Personal Goals Linked to BSC (%) o 80% o BSC Cascade $ UUU L 6. Create Shared Vision / Culture o Strategic Awareness (%) o 80% o Strategic Education / Communication $ VVV M 1. Create Shareholder Value M 2. M 3. M 4. Objectives on Enterprise Scorecard Impacted by HR F 1. Improve HR Efficiency o Stock Price Multiple Measures on o o Enterprise Scorecard o Impacted by HR norms © 2017 ESM Software Group, Inc. All rights reserved $XYZ 45

Human Capital Strategy Map Financial Perspective (S 1) Maximize Shareholder Value by Achieving Growth Targets (Revenue, EBITDA, ROIC) (F 2) Maximize the Return from the Investment in People (F 3) Maximize the Efficiency of the HC Organization Make Our Organization One of the Best Places in the World to Work Customer Perspective (C 2) Maximize Employee Satisfaction (C 1) Maximize Internal Customer Satisfaction Maintain Operational Excellence Raise the Bar for the Organization (I 1) Align the Organization to the Strategy (I 2) Develop Leadership Capability and Accountability at All Levels (I 6) Meet Core Process and Compliance Obligations Internal Perspective (I 3) Recognize and Reward Strategic Execution Learning & Growth Perspective (L 1) Keep HC Focused on Enabling Core Business Results (I 4) Identify and Meet Key Competency Needs Around the Globe (L 2) Develop a World Class HC Team I 5) Anticipate and Fulfill Customer Needs Quickly (L 3) Build a Knowledgeable and Credible Organization © 2017 ESM Software Group, Inc. All rights reserved (L 4) Provide Effective and Accessible HC information Through Technology 46

Using the IT Organization Strategy Map Template Business Results Our experience with several clients is the foundation for this strategy map template for an IT organization Balanced Scorecard. Maximize shareholder returns Manage unit costs of information technology Strategic Enablers Internal Processes Partner Values Competency Demonstrate competitive costs Maximize business unit value creation Contribution Credibility Deliver quality service Do the right things at the right time Achieve business unit strategies Operational Excellence Business Unit Alliance Solutions Leadership Optimize IT internal processes Improve business unit productivity Propose and deliver enabling solutions Realize scale economies Manage service quality Deliver on schedule Understand emerging technology applications Understand business unit strategies Standardize platforms and architectures Attract and retain people with key skills Effectively support users Focus on career development Promote a culture of innovation © 2017 ESM Software Group, Inc. All rights reserved Sustain skills in enabling technologies 47

Information Technology Organization Strategy Map 3 Create shareholder value 2 Strategic IT Service Portfolio Requirements § Technology infrastructure § Transaction systems § Business analytics/ Decision support IT Initiatives § XXX IT Budget § XXX Financial Perspective IT Efficiency Insure budgeting discipline IT Effectiveness Impact on enterprise outcomes Lower costs of IT services Contribution Competency Deliver basic services at competitive cost Deliver consistent, high quality service Support business unit needs with IT-based analytics Drive business unit success with innovative IT solutions Achieve Operational Excellence Create and Support Business Unit Partnerships Provide Strategic Support to the Business Maintain a secure and reliable infrastructure that ensures business operations Improve business unit productivity and profitability Propose and deliver transformational applications Manage service quality; deliver on schedule Partner with customers; understand their strategies Optimize IT processes; lower unit costs Develop effective decision support systems Attract, develop, and retain employees with key competencies Linkage Scorecard Provide IT tools and techniques that enhance the IT function © 2017 ESM Software Group, Inc. All rights reserved Understand emerging technology applications Foster a business and customer-focused culture Customer Perspective Internal Process Perspective Learning and Growth Perspective 48

Example IT Strategy Map Magnify the Power of Through IT Serve the National Interest and Increase Shareholder Value Improve margins – V 1 to Realize the Real-Time Net-Centric Strategy that Focused Actions “Guarantee secure, reliable, high-quality solutions” – C 1 Business and Technology Leaders say: “Show me the value” – C 2 “Deliver on commitments to enable my Mission Success” – C 3 Our Diverse, Empowered Workforce “Understand my unique business and customer” – C 4 “Innovate with me to win business and keep it sold” – C 5 Run the Business Earn Trusted Partnerships Advance the Business Continuously improve solutions, performance, and responsiveness – P 8 Anticipate, influence, and deliver on expectations – P 11 Transform through effective collaboration, net-centric capabilities, and innovative solutions – P 13 Build the next generation infrastructure and business systems – P 6 Drive process improvement through innovative information access – P 7 Understand manage unit costs – P 5 executes Grow revenue – V 3 Leverage investments – V 2 Drive standardization and consolidation – P 1 Strengthen communication, interactions, and relationships – P 10 Accelerate horizontal integration – P 12 Aggressively pursue knowledge of business strategies – P 9 Achieve Operational Excellence Through Disciplined Performance Effectively select and leverage suppliers – P 2 Attract, develop, and retain a talented, energized, strategy-focused workforce – W 1 Excel at program management and system engineering – P 3 Live our values and demonstrate SPIRIT – W 2 © 2017 ESM Software Group, Inc. All rights reserved Optimize portfolios of assets, initiatives, and service offerings – P 4 Promote creative thinking and innovative solutions – W 3 49

Finance Organization Strategy Map Customer Increase Long-Term Shareholder Value Business Units, Stakeholders and Regulatory Agencies C 1 - Deliver Responsive and Efficient Operations Transactional Excellence Internal I 3 - Minimize Tax Impact People & Knowledge I 6 - Identify and Implement High Impact Opportunities to Deliver Business Value I 4 - Optimize Cash Flows I 9 - Enhance Public Understanding of the Company Message I 7 - Identify and Mitigate Enterprise Risk I 8 - Ensure Compliance with Regulatory Requirements I 5 - Identify and Evaluate Compelling Growth Opportunities I 1 - Enhance Controls and Procedures Financial Governance and Compliance Value Added Services I 2 - Improve Transactional Efficiency While Maintaining Accuracy P 1 - Enhance Business Knowledge and Skills C 3 - Drive governance, compliance and transparency C 2 - Enable Profit Through Value Added Decision Support P 2 - Retain High Performers F 1 - Operate within Budget P 3 - Cultivate an Aligned Culture P 4 - Use Technology to Improve the Delivery of Financial Information F 2 - Allocate Budgeted Resources Strategically © 2017 ESM Software Group, Inc. All rights reserved 50

Customer Finance Division Strategy Map C 2 - Enhanced Economic Profit Through Value Added Contributions C 1 - Responsive and Efficient Finance Operations Business Unit Services Internal Transactional Services Internal I 4 - Minimize Tax Impact I 2 - Maintain Controls and Procedures I 5 - Optimize Cash Flows I 3 - Improve Transactional Efficiency While Maintaining Accuracy People & Knowledge Financial I 8 - Identify and Evaluate Compelling Growth Opportunities I 6 - Integrate Planning Within Handleman I 1 - Link Key Processes to Accounts and Suppliers P 1 - Enhance Business Knowledge and Skills C 3 - Appropriate Strategic Communications P 2 - Retain Finance High Performers F 1 - Operate within Budget C 4 - Clear and Reliable Required Disclosures External Compliance and Communication I 11 - Enhance Public Understanding of the Company Message I 7 - Identify and Mitigate Enterprise Risk I 9 - Develop Financial Information to Improve Decision Making P 3 - Cultivate an Aligned Culture I 10 - Ensure Compliance with Regulatory Requirements P 4 - Use Technology to Improve Delivery of Financial Information F 2 - Allocate Finance Budget Strategically Living Our Values Is the Foundation for Everything We Do © 2017 ESM Software Group, Inc. All rights reserved 51

Stakeholder Financial The Board Strategy Map Clarifies How the Board Contributes F 1 - Maximize the Long -Term Total Return to Shareholders F 2 - Grow Revenue S 1 - Approve Plan and Monitor Corporate Performance Oversight Internal I 3 - Be an Advocate for the Corporation I 2 - Approve and Monitor Funding for Strategic Initiatives F 3 - Maintain a High Level of Risk Management F 4 - Manage Expenses S 2 - Strengthen and Motivate Executive Performance Executive Enhancement I 5 - Evaluate and Reward Executive Performance I 4 - Oversee Succession Planning for Key Positions F 5 - Strategically Invest/Divest S 3 - Ensure Corporate Compliance and Communication I 7 - Ensure Disclosures are Clear and Reliable I 6 - Actively Monitor Risk and Regulatory Compliance Learning & Growth I 1 - Approve Strategy and Oversee its Execution L 1 - Ensure Board Skills and Knowledge Match the Strategic Direction L 2 - Foster Engaging Board Member Discussion L 3 - Assure Access to Strategic Information