1. © AAA Club Partners - Proprietary and Confidential – Internal Use Only 1 SMARTTrek Retrospective

2. AAA Club Partners - Proprietary and Confidential 2 Objective Become more effective in reaching our goals, working with partners, and providing member value. Not a one-off activity

3. AAA Club Partners - Proprietary and Confidential 3 Agenda Day 14-Jun-13Location: Walnut Creek and Virtual Timing Topic / Objective FromTo 12:00 PM12:05 PMWelcome and Objective 12:05 PM12:10 PMAgenda Review and Ground Rules 12:10 PM12:40 PMWhat we agreed to keep doing 12:40 PM1:30 PMWhat we agreed needs improvement 1:30 PM1:50 PMWhere we did not agree 1:50 PM1:55 PMHow to improve retrospectives 1:55 PM2:00 PMThank you and close

4. AAA Club Partners - Proprietary and Confidential 4 Ground Rules  The goal is improve the next project so we need an honest, frank discussion  Everyone has the opportunity to talk with an equal voice  One voice at a time  Respectful listening is the key; not the time for defending and rebuttals  Discuss the work not the person

5. AAA Club Partners - Proprietary and Confidential 5 Insights from feedback  23 returned surveys – 11 ACP – 08 Other AAA – 04 Vendor/Partner  Not everyone answered feedback  No calls for help on survey

6. AAA Club Partners - Proprietary and Confidential 6 What worked well with the project?

7. AAA Club Partners - Proprietary and Confidential 7 Why did it work well

8. AAA Club Partners - Proprietary and Confidential 8 What should we keep doing?

9. AAA Club Partners - Proprietary and Confidential 9 Themes – Keep doing ThemeAction Remain flexible/adaptive ACP Personnel CommunicationReturn here later in meeting Teamwork (dedicated)

10. AAA Club Partners - Proprietary and Confidential 10 Themes – Opportunities  Project rated 5.56 on a 10 point scale

11. AAA Club Partners - Proprietary and Confidential 11 What was the biggest struggle?  Sensomatix problem  Too little time/resources – Too many iterations to get it working correctly – Lack of thorough testing, data flows, definition of application builds  Program mgmt – Division of labor – Deadline management – Moving parts (new teams, contracts, launches, Sx) – Decision making across AAA  Scope mgmt – Changing details – Mktg pages – Customer service scenarios

12. AAA Club Partners - Proprietary and Confidential 12 What two things should we improve?  Timelines – Define implementation plan first – Define timelines of partners first  Better role/process definition at outset – Duplication of effort – Define internal processes, roles of partners – Assertively communicate development and deployment processes  Requirements – Prevent scope creep – Better handle diverse club needs

13. AAA Club Partners - Proprietary and Confidential 13 What do we need to do to make these improvements?  Front-end improvements – Engage teams/partners at outset to determine scope – Develop detailed scenarios early and make sure they are fully understood by all – Clearer vision up front; challenge alignment in meetings – Clearer strategy up front – Better requirement vetting/definition within ACP sooner  Better division of labor – Too many people at meetings – Divide and conquer meetings/tasks – Define clear roles for partners/teams – Realign roles/responsibilities – Hire the right people for the job  Timelines – More lead time, we rushed – Engage development/partners to create realistic timelines

14. AAA Club Partners - Proprietary and Confidential 14 What else should we address?  Consistent process – many leads doing things differently = confusion  Improve awareness of issues across team  Clear roles/responsibilities, division of labor  Take time for team building  Earlier integration of marketing and requirements into scope/schedule  Outward facing communication roles to stave off the wolves

15. AAA Club Partners - Proprietary and Confidential 15 Opportunities – Timeline QuestionAnswer How well was timeline communicated 8.23 out of 10 What was your expected timeline11.2 weeks What was the actual timeline17.4 weeks So, to paraphrase….

16. AAA Club Partners - Proprietary and Confidential 16 Themes – Opportunities OpportunityActions Front-end Process and documentation Engagement and communication Roles and division of laborDefer to next meeting

17. AAA Club Partners - Proprietary and Confidential 17 Notable Divergence  Two respondents gave projects bottom box ratings across the board  Split response on expertise – 9/17 ranked it either 4 th or 6 th out of 7 dimensions – 8/17 ranked it 1 st -3 rd  Communication, a strength, had split responses from forced ranking – 7/17 ranked it 5th-7 th – 6/17 ranked it 1 st -3 rd  Organization – 7/17 ranked it 1 st -3 rd – 5/17 ranked it 6 th -7th

18. AAA Club Partners - Proprietary and Confidential 18 Improving retrospectives What workedWhat could be even better?

19. AAA Club Partners - Proprietary and Confidential 19 Thank you for making us better!