1. External Financial performance Competitive performance Social performance Internal Departmental/ Funcional Areas performance Strategic Business Areas / Government Functions Performance Time Short –term performance Long–term performance

2. INSTITUTIONAL LEVEL Single organization system: Financial, Competitive and Social performance Multi-organization system: territory or industry performance INTERINSTITUTIONAL LEVEL Organizational strategic resources Accumulation rate Depletion rate Shared strategic resources Accumulation rate Depletion rate

3. ACTIVITIES PROCESSES “PRODUCTS” To the external client To the internal client

4. STRATEGIC RESURCES PERFORMANCE DRIVERS END RESULTS END RESULTS

6. GOALS & OBJECTIVES GOALS & OBJECTIVES ACTIVITIES & PROCESSES (ACTIONS) ACTIVITIES & PROCESSES (ACTIONS) PERFORMANCE DRIVERS & END- RESULTS

7. STRATEGIC RESOURCES Policy Levers ACTIVITIES & PROCESSES (Actions) “PRODUCTS” GOALS & OBJECTIVES PERFORMANCE DRIVERS & END-RESULTS (Results)

8. Macro-process 1 – Interview: Contact Setting the interview date Interview Customer profiling: risk orientation is analysed. Macro-process 2 – Exam of the client’s investment Portfolio: Details on each single asset of the clients are inserted in a software to define the client’s positioning on a “risk/yield” diagram, with respect to the “efficient frontier” A report positioning the client on the efficient frontier is printed The report is analyzed with the client A sale proposal is outlined. Macro-process 3 – Sale of Financial Products: A follow up to the sale proposals is done through phone contacts A meeting with the client is agreed to propose a sale of financial products The client is met and products are sold Sale order data is inserted in the computer system The sale contract is printed and signed. Macro-process 4 – Post-sale assistance: The market is monitored through periodic reports The client is periodically contacted The client’s anxiety is managed New contracts are signed with post-sale assistance clients.

9. Contact with customers to profile Customer profiling MACRO PROCESS 1 MACRO PROCESS 2 MACRO PROCESS 3 MACRO PROCESS 4 Customer positioning on the “efficient frontier” Sale proposal Setting up of a meeting with the client for sale proposal Financial consulting contracts subscription Post sale assistance contacts 1 ST LEVEL INTERMEDIATE PRODUCTS FINAL PRODUCT 2 ND LEVEL INTERMEDIATE PRODUCTS

10. Company Image Gross operating margin per personal client Gross operating margin from personal clients Change in the customer base Change in customer satisfaction Customer base Clients in assistance loss rate Human Resources Interview schemes Deposits Information systems Total sale proposals Total subscribed contracts Market Reports Assistance effort ratio Profiling effort ratio Sales proposal ratio Contract subscription ratio Clients to contact loss rate Strategic Resources Performance Drivers End-results

11. Profiled clients Human Resources MACRO PROCESS 1MACRO PROCESS 2MACRO PROCESS 3 MACRO PROCESS 4 Interview schemes Clients Deposits Actual interviews Planned interviews New profiled clients Planned new clients to interview and profile Human Resources Information Systems Clients positioned on the “efficient frontier” Planned Clients positioned on “efficient frontier” Sales proposals issued Planned sales proposals Agreed meetings with clients to sell financial products Planned meetings with clients to sell financial products Subscribed sale contracts Sales contracts to subscribe Total Sales proposals Human Resources Information Systems Agreed meetings with clients for assistance Total subscribed sale contracts Human Resources Market reports Planned meetings with clients for assistance Strategic Resources Performance Drivers End-results Clients in assistance loss rate PROFILING EFFORT RATIO CONTRACT SUBSCRIPTION RATIOSALE PROPOSAL RATIO ASSISTANCE EFFORT RATIO