Long-Term Shareholder Value

1. Productivity Strategy Long-Term Shareholder Value Growth Strategy Financial Perspective Improve Cost Structure Increase Asset Utilization Expand Revenue Opportunities Enhance Customer Value Customer Value Proposition Customer Perspective Price Quality Availability Selection Functionality Service Partnership Brand Product / Service Attributes Relationship Image Operations Management Processes Customer Management Processes Innovation Processes Regulatory & Social Processes Internal Perspective • Supply • Production • Distribution • Risk Management • Selection • Acquisition • Retention • Growth • Opportunity ID • R&D Portfolio • Design/Development • Launch • Environment • Safety & Health • Employment • Community Human Capital (skills, training, knowledge) Information Capital (systems, networks, databases) Learning & Growth Perspective Organizational Capital Culture Leadership Alignment Teamwork

2. Strategy Map Balanced Scorecard Action Plan Process: Operations Management Theme: Ground Turnaround Objectives Measurement Target Initiative Budget • Objective • Measure • Target • Initiative • Budget Objective Financial Objective Objective • Objective • Measure • Target • Initiative • Budget Objective Customer Objective Objective • Objective • Measure • Target • Initiative • Budget Objective Objective Internal Objective • Objective • Measure • Target • Initiative • Budget Objective Objective Learning/Growth Objective