1. Today’s Agenda: Team Member Updates Employee Survey Results 360 Leader Feedback Other Items

2. Employee Survey Results - 2009

3. Participation Rates 22 % Increa se

4. The Big Picture (Compared to Previous Survey) 68% 67% 2 % Increa se

5. Results by Section 0.030.080.020.05

6. Summary - Strengths

7. Summary – Development

8. Results by Company

10. Results by Service Length

11. Results by Location

13. BD/ Solutions Results - Strengths Work Environment:  Satisfied with safety in my workplace (3.67)  Have the tools, equipment, trainingI need to perform well (3.91)  Discrimination and hassle-free workplace (3.75)  Treated with respect regardless of the position I hold (3.58) Innovation & Quality:  My manager encourages me to find solutions to problems (3.33)  Team members are committed to doing quality work (3.33)  My Manager is concerned with providing quality work (3.50)  I an encouraged to come up with better ways of doing things (3.42)

14. BD/ Solutions Results - Strengths Sense of Belonging:  Feel a sense of involvement & true pride in the organization (3.36)  Feel my work environment encourages diversity & respect (3.33)  My relationships with fellow employees are positive (3.42)  Relations with my Mgr. are positive, constructive, healthy (3.42) Teamwork Founded on Open & Honest Communication:  My department is encouraged to work together (3.50)  Feel part of a team & that my contribution makes a difference (3.42)  Team members are committed to the company (3.25)  Exec Mgm’t recognizes our team’s contribution to the overall company (3.00)

15. BD/ Solutions Results - Development Performance Feedback:  I have a good understanding of what is expected of me (3.00)  Mgr. meets with me regularly to discuss performance (2.82)  Mgr. provides feedback which is constructive and fair (2.83)  Mgr. provides feedback that enables me to improve performance (2.83) Goals and Objectives:  Clear understanding of my personal goals & objectives (2.83)  Allowed to contribute to setting personal goals/ objectives (3.25)  Mgr. makes decisions impacting my job in a open/ honest manner (2.83)  Mgr. ensures that my goals are aligned with the companies (2.92)

16. BD/ Solutions Results - Development Roles & Responsibilities:  I fully understand what I’m accountable to achieve (3.09)  I’m able to make decisions that enable me to do my work well (2.92)  The level of responsibility I have is satisfying (3.08)  I have a lot of opportunity to use my skills and abilities (3.00) Client Intimacy:  I have sufficient authority to handle client concerns/ issues (3.33)  I am familiar with my work area’s service standards (3.44)  As a company, we are client focused (2.91)  As a company, we initiate & respond promptly to innovations that will improve client satisfaction (2.70)

17. Themes or Key Messages?? What is my role? What am I accountable for? What are the objectives of the company, department? What are my objectives and are they aligned? Why aren’t I allowed to use my skills and abilities? Feedback: frequency, specific, accurate, quality of discussion How can our company become more client intimate? How can we innovate more? What’s holding us back?

18. 360 Feedback – Key Highlights Positive Gaps/ Highs Willing to listen to new ideas Keeps my promises and commitments Finds another way to deliver when plans blown off course Stays away from blaming and excuses Address obstacles immediately & effectively Actively encourages different points of view Demonstrate respect for team members Negative Gaps/ Lows Seeks opportunities for continuous learning Demonstrate skill & discernment in hiring Teach others how to seek new talent Coach individuals to help build capacity Inspire others to come work with me Recognize contribution in creative ways Demonstrate my concern for the customer’s challenges Create a development process for each person

19. Similarities??

20. Actions and Timelines:

21. Other Items??