©2017 ESM Software, LLC. All rights reserved

©2017 ESM Software LLC. All rights reserved
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 ©2017 ESM Software LLC. All rights reserved

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

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

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

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

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

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

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

Communications Strategy Map
“Our Mission is to develop, deploy, own and operate the most technologically advanced, shared communications infrastructure” Internal Perspective Financial Perspective Productivity Strategy Revenue Growth Strategy (S2) Acquire, Construct, or Control Strategic Assets (S4) Improve Asset Utilization Customer Perspective (C3) Assured Quality (C4) Speed to Market (C1) Easy to Do Business With (C2) Turn- Key Solutions – Depth & Breadth of Offering Telecommunications Operators, Broadcasters, and Emerging Customer Segments Learning & Growth Perspective A Climate For Action (L5) Develop and Maintain Leading Edge Skills in our Employees (L2) Develop Leadership Capability and Accountability at All Levels in the Organization (L3) Improve Global Knowledge Management and Communication of Best Practices (L4) Link Pay to Performance (IT1) Optimize Technology Infrastructure / E-Business (L1) Communicate Role Specific Strategies to Employees (S1) Maximize Shareholder Value by Achieving Growth Targets (Revenue, EBITDA, ROIC) (C5) Meet Financial Requirements (C6) Good Neighbor Product, People, Performance (S3) Increase Revenue from Co-location, Network Operations, and Value-Added Services (S5) Reduce Operating Costs Operational Excellence (I5) Integrate Acquisitions (I6) Optimize Acquisition Process (I8) Establish/ Improve Core Capabilities and Support Process to Maximize Efficiencies (I9) Implement Strategic Management Processes to Deploy and Manage Resources Technology Leadership (I10) Identify, Develop and Integrate Selected Technologies that will Improve Asset Utilization, Create Competitive Advantage, and Expand Our Business Model (I4) Rapid Deployment of Cost Effective Infrastructure Solutions Customer Partnership (I3) Develop Intimate Customer Relationships (I1) Amaze Customers in Each Interaction (Executive, Field, & Online) (I2) Develop & Cross-sell New Products & Services (I7) Operate and Maintain Cost Effective Infrastructure ©2017 ESM Software Group, Inc. All rights reserved

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

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

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

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

Business Banking Division Strategy Map
Learning & Growth Drive and enhance a customer-centric, personalized service culture Attract, develop, and retain a high performing and diverse workforce Financial Grow Earnings and SVA Leverage expenses Increase revenue growth Maximize shareholder value… driven by a proactive high performance, customer-centric culture. through a superior customer experience …… Accurately, quickly, and flexibly deliver what we promise Enhance and integrate investment, insurance, and retirement capabilities Provide differentiated product and value propositions for high opportunity segments Acquire targeted customers Develop, enhance, and deploy customer knowledge and information systems Internal Process Customer “Anticipate and provide solutions to meet my financial needs” “Know, respect, and value me” “Be easy to do business with across the value continuum” Achieve Operating Excellence Provide Customer Solutions Across the Multi-channel Network Acquire and Build Intimate Customer Relationships F1 F2 F3 C1 C2 C3 I1 L3 I8 I10 L2 L1 Integrate six sigma standards across all processes Expand all relationships I7 Build, promote and communicate the business banking brand through advertising and marketing featuring all channels Retain valuable relationships I6 Ensure best-in-class problem resolution I2 I4 I5 Ensure best-in class relationship management model Provide full functionality across all channels I9 I3 L4 ©2017 ESM Software Group, Inc. All rights reserved

Community Banking Group Strategy Map
Learning and Growth …and being a great place to work!” Internal Process …which is all about developing and managing enduring relationships… Customer …delivering great financial services,… Financial “Our success comes from… C3 - “Appreciate me, and get things done easily, quickly, and right.” C1 - “Understand me and give me the right information and advice.” C4 - “Be involved in my communities.” C2 - “Give me convenient access to the right products.” L4 - “We have the information and tools we need to do our jobs.” L1 - “We develop, recognize, retain, and hire great people.” L3 - “We understand the strategy and know what we need to do.” L2 - “I’m developing the skills I need to succeed.” Acquire New Relationships Grow High-Potential and Retain High-Value Relationships Increase Quality and Productivity I4 - Sell the right products at the right time I7 - Provide premium service to delight and retain valuable customers I1 - Segment markets and target prospects for new opportunity I5 - Identify and recognize high-potential relationships I10 - Maximize efficiency and quality of business processes I2 - Effectively develop products and access I3 - Communicate the brand and value proposition I6 - Demonstrate the value proposition I11 - Consistently deliver the value proposition – at the right cost I8 - Focus on the “critical fewer” I9 - Enhance critical internal and external partnerships F1 - Achieve sustainable double-digit net income growth F2 - Maximize traditional revenue sources F4 - Manage financial resources for maximum risk-adjusted return F3 - Grow non-traditional revenue sources ©2017 ESM Software Group, Inc. All rights reserved

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

Financial Corporation Enterprise Strategy Map
F2 – Grow Revenues Business Enhancement Internal Processes Employees I1 – Leverage Client Information I3 – Use the Preferred Way of Selling I2 – Expand and Enhance Offerings E4 – “We Will Recognize and Reward High Performance” E2 – “We Will Develop the Competencies, Experiences and Leadership Expertise to Success” E3 – “We Will Have Employees Who Contribute to Our Communities” F4 – Manage Expenses F5 – Strategically Invest/Divest F3 – Maintain a High Level of Risk management I6 – Proactively Manage Resource Allocation I7 – Continually Improve Our Business Processes I5 – Profitably Deliver Consistent Service I4 – Align and Enhance Channel Capabilities E1 – “We Will Be the Preferred Employer” Employees Are Our #1 Resource Purpose: Maximize the long-term total return to our shareholders High-Performing, World Class Sales Organization Client Acquisition, Development, and Retention Financial Client F1 – Top Tier Earnings with Consistent Growth C2 – Deliver Quality Service C1 – Provide Financial Solutions “For Life” ©2017 ESM Software Group, Inc. All rights reserved

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

Underwriting & Structuring Excellence F1- Increase Shareholder Value
Insurance Company Strategy Map P3- Deliver Relevant, High-Quality and Timely Information P2- Live the Swiss Re Core Values P1- Ensure the Right Skills are Available for Business Needs Operational Excellence I8- Streamline and Improve Business and Information Processes I5- Enhance and Comply with Risk Management Processes Underwriting & Structuring Excellence I7- Design and Price Offerings Appropriately I4- Expand and Leverage Leadership in Risk Intelligence I6- Understand and Manage Our Book of Risks I3- Maximize Business Opportunities I1- Understand Client Needs I2- Build Consistent and Deeper Client Relationships Client Focus C1- Long-term Partner for Risk and Capital Management Maximum Client Value C3- Responsive and Reliable Execution C2- The Right Risk and Capital Solutions F1- Increase Shareholder Value F6- Improve Expense Productivity F2- Grow Revenue F3- Underwrite for Maximum Value F4- Maintain Top Financial Strength F5- Maximize Investment Return People & Knowledge How we must develop our organization Client What our clients expect from us Financial What we must deliver to our shareholders Internal What processes we must excel at ©2017 ESM Software Group, Inc. All rights reserved

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

Health Plan Strategy Map
F6-Effectively manage administrative costs F2-Retain and grow membership through responsible rating and underwriting practices F4-Maintain appropriate reserves F5-Effectively manage benefit costs F3-Generate income through prudent investment strategies Mission: Support the health care needs of our customers through relationships, service, and overall excellence Customer Communication / Service I7-Improve response to customer inquiries and problems I6-Educate members and sponsors on benefits, networks, and proactive health Community Employer Member C5-“Meet our performance standards” C3-“Minimize and make predictable my out-of-pocket costs” C1-“Give me a broad choice of participating providers” C2-“Quickly and correctly pay my claims and minimize my hassles” C4-“Provide us with affordable healthcare coverage options” C6-“Be easy to do business with” C7-“Play an appropriate role to improve the health of the community” Operational Excellence Community / Regulatory L2-Ensure employees have clear line-of-site to our organization’s strategy L1-Recruit and retain employees to enhance our performance, values, and competencies L3-Develop and promote whole company perspective and adaptability Skills / Competencies Culture / Leadership Technology / Information Learning Customer I9-Systematically improve quality and service levels of transactional processes I10-Selectively improve key processes for efficiency and value, and apply IT solutions as appropriate I8-Ensure compliance and make the best of compliance mandates to drive improvements I12-Educate the public about healthcare issues, our positions, and our mission I11-Monitor and strive to influence regulatory/ legislative activities to achieve our mission L4-Provide employees with more immediate access to accurate, actionable and consistent information F1-Ensure responsible financial stewardship Efficiency / Cost Growth / Revenue Financial Product Management I1-Develop and actively manage quality, cost effective provider networks/ contracts I4-Develop collaborative relations with providers to improve quality, cost effective health outcomes I5-Simplify administrative processes between providers and ourselves as appropriate I2-Conduct analysis for product development and enhancement I3-Excel at benefit cost management programs Provider Relationships Internal ©2017 ESM Software Group, Inc. All rights reserved

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

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

Clinic Department of Nursing Strategy Map
To provide the best nursing care in the world Post Hospital Care Agencies Physician/Health Care Team Internal Processes: Patient/Family Vision: Patients/Customers: Promote positive reputation & image of nursing Foster satisfying relationships Achieve best possible outcomes Growth & Integration (Goal 1) Strategy Planning / Positioning (Goal 6) Innovation & Scholarship (Goal 3) Customer Relationships (Goal 4) Care Delivery (Goal 5) Operating Efficiency/ Systems (Goal 2) 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 Personal Learning/ Development & Tools: Financial Viability: Evolve & manage to an effective strategic planning process Define & utilize processes to project the most likely practice of the future Develop high quality outcome measures Accurately measure nursing workload Staff to workload Optimize professional nurse accountability Create a safe environment for patients Provide a safe environment for staff Fully integrate management of nursing resources at XYZ Implement efficient & effective practices, systems, & information technology and optimize clinical productivity Develop & implement strategy to manage hospital capacity and expected growth Grow scholarly activity Develop innovative practices, systems & information technology Identify key customer satisfiers & measure against them Assure that the national goal of 66% baccalaureate is met by 2010 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

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

Health and Life Sciences Strategy Map
Customer Focused Relationships Customer Financial & Values Internal Process Motivated and Prepared People Foster a Values-Driven, High Achievement Culture “ABC People Make a Difference” Enable Individuals to Develop to Their Full Potential Passionate About the Kind of Company We Are Building Together Attract and Retain the Right People Superior Execution Value Added Solutions Grow Revenues: Target: 15% Steadily Improve Company-wide Operating Margins Offer Innovative Solutions Build Superior Shareholder Value Target: 15% EPS Growth “ABC Helps Me and My Customers Succeed” Meet Requirements and Exceed Expectations Strategically Enter New Markets and Businesses “ABC is a Trusted Partner” Expand and Deepen Customer Relationships Proactively Build and Leverage Customer and Marketplace Knowledge Manage Risk / Return on Capital Invested Employ Technology Platforms that Support the Strategy Continually Improve Efficiency and Quality “ABC Delivers On Commitments” F1 V1 F2 F3 F4 C1 C3 C4 C2 I3 I2 I1 I10 I4 I5 I8 I9 I6 I7 Build an Enduring Global Health and Life Sciences Company Our Core Values Are The Foundation of Everything We Do ©2017 ESM Software Group, Inc. All rights reserved

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

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

Drug Strategy Map — Key Objectives
Our mission is to create world class consumer brands that achieve industry leading sales & profit Financial Goals Growth through Product Innovation & Science Build, Enable, & Deliver 36-Month Pipeline of Sustaining & Disruptive Innovation (AM, DK, TL) Use Nx as a Key Enabler (SB) Identify Next New Technology Platform (FH) Excellence in Demand Generation Build Industry Leading Consumer Brands (AM) 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)) Sales Growth Sales of $1.5B (‘04) – $2.1B (‘10) __% Operational Growth (’04 – ’10) One Language: (Consumption, HH PEN, Buying Rate, Growth vs. Cat, Competition, & PL) Case Fill Rate Capital Efficient Profitable Growth Operating Cash Flow of $___ MM Funding Our Future Target costs by P&L Line Item Capital Intensity Capex of $152.3 MM (2005) Inventory (DOS) of 83 (’04) – 97 (’07) Profitability Net Income of $325MM (’05) Net Income Margin of 21.6% (’05) Gross Profit Margin ($$ & %): 74% Growth Goals Grow Our Brands Sales of $1.5B (’05) $$ of R&D Budget: Grow our Existing Categories Sales of $55MM (’06) – $275MM (’10) Create New Categories Sales of $40MM (’06) – $338MM (’10) Leadership & People Development Build a Diverse and Robust Pipeline of Extraordinary Leaders Build a High Performance Culture Manage Enterprise Talent ©2017 ESM Software Group, Inc. All rights reserved

Scientific Strategy Map
Financial Performance Support ’s Shareholder Value Goals Financial Customer Value Proposition (Buyers and End Users) C1. Provide essential content that helps end users make better decisions faster C2. Provide solutions and technology that is integrated into customer workflow C3. Build and Maintain Critical Lasting Relationships People P1. Ingrain Common Core Values P2. Create a Customer-centric Organization P4. Create Environment so Employees Reach Their Full Potential P3. Increase Management Depth Markets/Customers Internal Process Markets and Customers Solutions Operations I5. Improve the Performance of the Editorial Process I2. Invest in Products That Fulfill Customer Requirements I4. Increase Speed To Market With Enhanced or New Products and Solutions I3. Understand Our Markets and Customers I1. Identify and Execute Acquisition Opportunities I6. Leverage Content, Common Platforms, Systems and Processes F2. Increase Revenue By Expanding Share in Our Current Markets F1. Increase Profitable Growth Through Acquisitions and Organic Product Development F3. Leverage AS Investment People ©2017 ESM Software Group, Inc. All rights reserved

Manufacturing Enterprise Strategy Map
To be the Company of Choice, we must... Business Results Supplier of Choice Customer Wants Internal Processes Operational Excellence Strategic Enablers Employer of Choice Operating Processes and Disciplines Customer Relationship Growth and Innovation Consistently generate economic value – R1 Achieve industry best cost – R2 Build and sustain a balanced performance-oriented culture – E3 “We are all about diversity and fairness” – E5 Attract, develop, and retain a skilled and diverse workforce – E2 Enable performance with the right systems and organization – E4 “We are all accountable for our core values” – E1 Grow revenue – R3 Optimize asset utilization – P2 Continuously improve quality – P3 Manage and maximize process efficiencies – P1 Understand and anticipate customer needs – P5 Manage quality of launches – P6 Continuously enhance engineering, program management, and product expertise – P7 Anticipate and exploit market opportunities – P9 Effectively evaluate and assimilate new business – P10 Acquire and expand valued relationships – P4 Aggressively grow existing business – P8 “Organization has the industry-best price” – C1 “ embraces our diversity and community goals” – C5 “Organization delivers world-class quality” – C2 “Organization is responsive and anticipates our needs” – C3 “Organization has innovative products” – C4 Communicate effectively inside and outside our enterprise – P12 Enable empowered effective decisions and accountability – P13 Build standardized and flexible architectures and processes – P11 ©2017 ESM Software Group, Inc. All rights reserved

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

Generic Industrial Company Strategy Map
Drive Demand through Customer/End-User Intimacy Drive Dramatic Growth through Innovation Provide Leading Customer-Focused Solutions in the Markets We Serve Performance Financial Customer Experience Accelerate Organic Growth Process Excellence People Expertise Provide the Best Products, Services, and Solutions Develop Partnerships to Deliver the Best Total Value Create Loyalty through Excellence in Quality, Service, and Delivery Drive Shareholder Value Drive Growth Through Acquisitions Improve Asset Utilization Continuously Lower the Cost Base 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 the Power of Our Enterprise Through Dual Citizenship Share Best Practices Develop Strategic Employee Competencies Leverage Cross-Business Synergies Expand Capabilities with Technology Drive Cash Flow Generation Exemplify GIC Guiding Principles 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 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 ©2017 ESM Software Group, Inc. All rights reserved

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

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

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

Vacation’s Enterprise Strategy Map
Financial Objective Maximize profitability, shareholder value and sustained growth Internal Process Objective Continuously improve and integrate processes and technology to drive each Business Line’s success Customer Objective Anticipate and deliver high-value vacation experiences and personalized services for our customers Learning and Growth Objective Build associate capability necessary to enable and sustain an engaged high-performance culture Increase revenues and profits from existing businesses F1 Improve use of capital F2 Customers receive high-value vacation experiences and services C1 Customers find Vacation Ownership product to be easy to use and hassle free C2 Build customer trust and pride in their relationship with XYZ C4 Achieve long-term profit growth of F3 Build Competency and Culture Create & sustain a prepared, motivated and engaged workforce L1 Ensure all associates understand their role in the delivery of XYZ’s vision, mission and strategies L3 Improve Productivity Grow Revenues and Profits Optimize Inventory for Sale and Use P5 Ensure Customer Intimacy Increase Profitability of Mortgage Bank Increase profit performance from international operations Increase Development Margin F4 F5 Achieve Budgeted Cash Flows from Joint Ventures F6 F7 Customers are delighted with their vacation fulfillment C3 Deliver physical products according to business plan P2 Build one-to-one customer relationships P3 Ensure company mirrors the diversity of the markets in which we operate L4 Acquire new customers more efficiently and cost effectively P4 Deliver efficient and effective process performance P1 Execute efficient and effective Joint Venture Partnerships P7 Ensure a profitable Pre-Owned Inventory Business P6 Maximize short and long-term shareholder value Increase Profitability of Services F8 Enable and Deploy Technology Adopt and deploy enabling technology P8 Optimize XYZ’s web capabilities P9 Improve Leadership effectiveness and engagement L2 Create Efficient and Effective Processes ©2017 ESM Software Group, Inc. All rights reserved

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

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

Opera Strategy Map ©2017 ESM Software Group, Inc. All rights reserved
Enhance Customer Relationships Insure Operational Excellence Increase Brand Awareness Develop Strategic Job Competencies Strengthen Strategic Alignment Build Growth-Enabling Infrastructure Fiscal Health Growth Planning Supporters/Subscribers Community National/International Opera Scene 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. CUSTOMER INTERNAL BUSINESS PROCESSES LEARNING AND GROWTH FINANCIAL Streamline Ticketing/Gift Acknowledgement Processes Increase One-on-One Contact Improve Board Support Systems Develop Web-based Service/ Products Contract “Best” Talent Innovation Review Process Launch Comprehensive PR Campaign Increase Cost Efficiency/Quality Assurance New Products/ Program Leverage Board Effectiveness with Education and Fundraising Training Provide Staff with Skill Training Strategic Communications Plan Incorporate Milestone Evaluations Invest in Technologies Create HR Plan Administrative Residency Revenue Systematize Financial Build Multi-Year Support Realistic Pro Formas Long-Term Investment Strategy Institutionalize Budgeting Target Generous and Loyal Contributors/ Prospects Focus on Board Investment and Recruitment Build Artistic Reputation for High Standards Launch Unique Program for Artists Present Diverse Repertory Promote Collaborations Educ./Comm. Programs for Greater City Area ©2017 ESM Software Group, Inc. All rights reserved

HR Strategy Map Be The Employer of Choice
Enhance Leadership Effectiveness Financial Performance Customer Experience Create a Work Environment that Develops and Broadens Competencies, Experiences and Contributions Process Excellence Develop Leaders Partner with Leaders in Driving Culture Change Provide Leaders with the Right People, at the Right Place, at the Right Time Drive Organizational Performance Build Strategic Employee Competencies 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 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 Design and Develop an Integrated HR Toolkit Implement and Leverage HRMS System Improve Business Acumen Enable Business Growth Through Leadership Effectiveness Build Organizational Capability to Drive Shareholder Value Enable Acquisition Integration Effectiveness Enable Organizational Efficiency & Effectiveness Promote a Global, Diverse Culture Develop HR Leaders as Change Agents Drive Organizational Transformation to a High Performance Culture Be a Trusted Coach & Advisor Provide a Positive Work Environment Develop Strategic and Functional HR Competencies Attract, Develop and Retain HR Professionals People Expertise ©2017 ESM Software Group, Inc. All rights reserved

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

Strategic Initiatives
HR Organization Balanced Scorecard Business Linkage M1. Create Shareholder Value M2. M3. M4. Stock Price Multiple Strategic Objectives Strategic Measures Targets Strategic Initiatives Competitive norms Budget Financial F1. Improve HR Efficiency Budget Cost vs Actual HR Cost / Employee 100% 90% of norm Objectives on Enterprise Scorecard Impacted by HR Customer C1. Create a Positive Work Environment C2. Build Strategic Partnership C2. Insure Human Capital Readiness Employee Satisfaction Survey Service Agreement Feedback Human Capital Readiness 80% rating 85% Rating 75% Employee Survey Account Review Program Human Capital Readiness Report $ CCC $ BBB $ AAA I1. Achieve HR Operational Excellence I2. Develop Business Unit Partnerships I3. Provide Strategic Support to Business a) Build Strategic Staff Competencies b) Develop Leaders & Supportive Culture c) Create a High Performance Organization Cost per Transaction Cycle Time Error Rate / Complaints Service Agreements in Place (%) HR Strategic Plans in Place (%) Time with Customer Leadership Alignment Cultural Alignment Staff Alignment 5% Reduction 21 Days 50% reduction 90% 10 hrs / week Activity Based Costing Process reengineering TQM for HR Processes Service Agreements Program HR Strategic Planning Process Relationship Management Program Strategic Job Family Identification Competency Profiles Training & Development Leadership Development Mission, Vision, Values Strategic Communications Performance Management Program $ NNN $ OOO $ PPP $ KKK $ LLL $ MMM $ DDD $ EEE $ FFF $ GGG $ HHH $ III $ JJJ Learning & Growth L1. Provide Strategic HR Info L2. Develop Strategic HR Competencies L3. Fill HR Leadership Pipeline L4. Increase Best Practice Sharing L5. Insure Strategic Alignment L6. Create Shared Vision / Culture HR Application System Readiness HR Competencies: Readiness Key Position Depth Chart Best Practices Transferred (#) Personal Goals Linked to BSC (%) Strategic Awareness (%) 100% (vs. plan) 80% 50% HR Systems Plan HR Competency Plan HR Leadership Development Program Knowledge Management Program BSC Cascade Strategic Education / Communication $ QQQ $ RRR $ SSS $ TTT $ UUU $ VVV $XYZ Measures on Enterprise Scorecard Impacted by HR Internal ©2017 ESM Software Group, Inc. All rights reserved

Human Capital Strategy Map
(I6) Meet Core Process and Compliance Obligations (L1) Keep HC Focused on Enabling Core Business Results (L2) Develop a World Class HC Team Internal Perspective Learning & Growth Perspective Make Our Organization One of the Best Places in the World to Work Financial Perspective (C2) Maximize Employee Satisfaction (C1) Maximize Internal Customer Satisfaction Customer Perspective (S1) Maximize Shareholder Value by Achieving Growth Targets (Revenue, EBITDA, ROIC) (F3) Maximize the Efficiency of the HC Organization (F2) Maximize the Return from the Investment in People Raise the Bar for the Organization Maintain Operational Excellence (L4) Provide Effective and Accessible HC information Through Technology (I1) Align the Organization to the Strategy (L3) Build a Knowledgeable and Credible Organization (I2) Develop Leadership Capability and Accountability at All Levels (I3) Recognize and Reward Strategic Execution I5) Anticipate and Fulfill Customer Needs Quickly (I4) Identify and Meet Key Competency Needs Around the Globe ©2017 ESM Software Group, Inc. All rights reserved

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

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

Business and Technology Leaders say:
Example IT Strategy Map Serve the National Interest and Increase Shareholder Value Business and Technology Leaders say: “Guarantee secure, reliable, high-quality solutions” – C1 “Deliver on commitments to enable my Mission Success” – C3 “Show me the value” – C2 “Understand my unique business and customer” – C4 “Innovate with me to win business and keep it sold” – C5 Run the Business Earn Trusted Partnerships Advance the Business Achieve Operational Excellence Through Disciplined Performance executes Magnify the Power of Through IT to that Our Diverse, Empowered Workforce Realize the Real-Time Net-Centric Strategy Focused Actions Anticipate, influence, and deliver on expectations – P11 Strengthen communication, interactions, and relationships – P10 Understand and manage unit costs – P5 Drive standardization and consolidation – P1 Optimize portfolios of assets, initiatives, and service offerings – P4 Effectively select and leverage suppliers – P2 Excel at program management and system engineering – P3 Aggressively pursue knowledge of business strategies – P9 Live our values and demonstrate SPIRIT – W2 Attract, develop, and retain a talented, energized, strategy-focused workforce – W1 Promote creative thinking and innovative solutions – W3 Transform through effective collaboration, net-centric capabilities, and innovative solutions – P13 Build the next generation infrastructure and business systems – P6 Drive process improvement through innovative information access – P7 Continuously improve solutions, performance, and responsiveness – P8 Accelerate horizontal integration – P12 Improve margins – V1 Leverage investments – V2 Grow revenue – V3 ©2017 ESM Software Group, Inc. All rights reserved

Finance Organization Strategy Map
Customer Business Units, Stakeholders and Regulatory Agencies C2- Enable Profit Through Value Added Decision Support C1- Deliver Responsive and Efficient Operations C3 - Drive governance, compliance and transparency Financial F1- Operate within Budget F2- Allocate Budgeted Resources Strategically Increase Long-Term Shareholder Value People & Knowledge P1- Enhance Business Knowledge and Skills P4- Use Technology to Improve the Delivery of Financial Information P3- Cultivate an Aligned Culture P2- Retain High Performers Internal Governance and Compliance Transactional Excellence Value Added Services I7- Identify and Mitigate Enterprise Risk I1- Enhance Controls and Procedures I6- Identify and Implement High Impact Opportunities to Deliver Business Value I3- Minimize Tax Impact I8- Ensure Compliance with Regulatory Requirements I4- Optimize Cash Flows I9- Enhance Public Understanding of the Company Message I5- Identify and Evaluate Compelling Growth Opportunities I2- Improve Transactional Efficiency While Maintaining Accuracy ©2017 ESM Software Group, Inc. All rights reserved

Finance Division Strategy Map
Living Our Values Is the Foundation for Everything We Do Financial Internal Customer People & Knowledge C2- Enhanced Economic Profit Through Value Added Contributions C4- Clear and Reliable Required Disclosures C1- Responsive and Efficient Finance Operations Internal Transactional Services Business Unit Services External Compliance and Communication I4- Minimize Tax Impact I3- Improve Transactional Efficiency While Maintaining Accuracy I2- Maintain Controls and Procedures I5- Optimize Cash Flows I1- Link Key Processes to Accounts and Suppliers I8- Identify and Evaluate Compelling Growth Opportunities I6- Integrate Planning Within Handleman I11- Enhance Public Understanding of the Company Message I7- Identify and Mitigate Enterprise Risk P1- Enhance Business Knowledge and Skills I10- Ensure Compliance with Regulatory Requirements P3- Cultivate an Aligned Culture I9- Develop Financial Information to Improve Decision Making C3- Appropriate Strategic Communications F1- Operate within Budget F2- Allocate Finance Budget Strategically P2- Retain Finance High Performers P4- Use Technology to Improve Delivery of Financial Information ©2017 ESM Software Group, Inc. All rights reserved

The Board Strategy Map Clarifies How the Board Contributes
F1- Maximize the Long -Term Total Return to Shareholders Financial F2- Grow Revenue F3- Maintain a High Level of Risk Management F4- Manage Expenses F5- Strategically Invest/Divest S1- Approve Plan and Monitor Corporate Performance S2- Strengthen and Motivate Executive Performance S3- Ensure Corporate Compliance Stakeholder Performance Oversight Executive Enhancement Compliance and Communication I1- Approve Strategy and Oversee its Execution I2- Approve and Monitor Funding for Strategic Initiatives I4- Oversee Succession Planning for Key Positions I5- Evaluate and Reward Executive Performance I6- Actively Monitor Risk and Regulatory Compliance I7- Ensure Disclosures are Clear and Reliable I3- Be an Advocate for the Corporation Internal Learning & Growth L1- Ensure Board Skills and Knowledge Match the Strategic Direction L2- Foster Engaging Board Member Discussion L3- Assure Access to Strategic Information

©2017 ESM Software, LLC. All rights reserved

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