Sample Strategy Maps Best Practice Strategy Maps Software Company Strategy Map Financial Perspective Increased Shareholder Value Leader in Strategic Markets Diversify Revenue Streams “Customer Intimacy” Customer Perspective “eBusiness Solution Leadership” Build Lifelong Relationships “Operational Excellence” Consistently Meets Expectations Flexible, Innovative Solutions Lifelong Advisor Deliver Comprehensive Solutions One Stop Accountability Proactively Deliver Value Internal Perspective Predictable Profitability Grow InterEnterprise Solutions Capture and Leverage Knowledge Solutions Leverage 3rd Party Relationships Provide Integrated Business Processes Easy to do business with Improve Resource Allocation Effective Solution Processes WellManaged Effective Cost Management MARKET SEGMENTATION MODEL Learning & Growth Perspective Relationship Management Skills Accountability Solution Management Skills Industry Expertise Knowledge Management ©2010 Palladium Group, Inc. Entrepreneurial/Innovative Operational Management Skills Successful Career Planning Leverage Solutions Identify, Attract, & Retain Skilled Employees  2 Healthcare Strategy Map “Maximize the Quality of Life and Dignity of Older Adults” Customer Financial Increase Shareholder Value Create Cash Flow Grow Revenue Trust Create EBITDAR Choice Consistency Manage Expenses Pay For Service “…Quality Service” “Operational Efficiency” “…Quality Relationships” Optimize Rate and Occupancy Management Develop Customer Trust Excel at Quality Resident Healthcare Learning & Growth Business Process “Customer Satisfaction Through...” Excel at Other Resident Services Leverage the Right Assets Manage Media Exposure Proactively Manage Litigations & Regulations “Employee Satisfaction” Deliver People Proposition: “We Make a Difference” ©2010 Palladium Group, Inc. Manage ongoing communication with residents Aggressively Manage Residence Expenses •Retention •Talent •Performance •Culture Provide Technology Support •Reliable •Functional  3 Community Bank Group Strategy Map Financial “Our success comes from… F2: Maximize traditional revenue sources F4: Maximize financial resources for maximum riskadjusted return F1: Achieve sustainable double-digit net income growth …delivering great financial services,… Customer Internal Process F3: Grow nontraditional revenue sources C1: “Understand me and give me the right information.” C3: “Appreciate me, and get things done, easily, quickly, and right.” C2: “Give me convenient access to the right products.” C4: “Be involved in my communities.” …which is all about developing and managing enduring relationships Grow High-Potential and Retain Relationships Acquire New Relationships I4: Selling the right products at the right time Learning & Growth ©2010 Palladium Group, Inc. I11: Consistently deliver the value proposition at the right cost I7: Provide premium service to delight and retain customers I3: Communicate the value proposition and brand I1: Segment markets & target prospects for new opportunities Increase Productivity and Quality I10: Maximize efficiency and quality of business processes I6: Demonstrate the value proposition I2: Effectively develop products and access I5: Identify and recognize high-potential relationships I8: “Focus on the critical fewer” I9: Enhance internal and external partnerships …and being a great place to work!” L1: “We develop, recognize, and retain great people.” L2: “I’m developing the skills I need to succeed.” L3: “We understand the strategy and know what we need to do L4: “We have the information and tools we need to do our jobs.”  4 Sample strategy maps Public Sector State Department of Transportation – Strategy Map Stakeholder Perspective Value for Taxpayer Money Customer Perspective Safe, Convenient Transportation Internal Processes Relationship Management Streamline Regulatory Approval Process Clear, Timely, and Accurate Communication Easy to do business with Improve Sustainability & Livability of Communities Open & Frequent Communication to Impacted Citizenry Optimize Planning of Site, Construction, and Operations Learning & Growth Perspective ©2010 Palladium Group, Inc. Highly Skilled Workforce Balance Budget Support Business & Commerce Provide Business Cases for Increased Funding On Time, As Promised Innovation Drive Innovation in Transportation Low Cost Provider of Transportation Services Operational Excellence Deliver World Class Transportation Services Accelerate Economic Dev. Through Transportation Investment Develop & Apply New Transportation Technology Understand Transportation Needs Empower Front-Line Employees to Deliver Customer Service Focus on CostEffective Solutions Optimize Uptime and Availability Improve Safety Integrated Knowledge Management Infrastructure  6 Federal Government Printing - Communication Strategy Map The vision is to be the recognized leader in document automation and the customer-preferred provider of best value for automated digital and hardcopy document products and services. Management Excellence Recover Our Costs F1 Customer Financial Maximize Positive NOR F0 Provide the best value to the customer C1 Learning & Growth Process Develop the capability to quickly scale up and down in Personnel and Equipment P1 CRM Innovative Solutions and New Business Increase market share of existing customers F2 Improve the customer document workflow environment C2 Educate the customer and demonstrate expertise C3 Expand DAPS’ solutions to our existing customer base P4 Develop recurring, growth revenue streams F3 Provide total eBusiness solutions (ordering delivery) C4 Discover new customers for our services P6 Provide cross-operations distribution of inhouse workload P2 Improve analysis of costs and estimates in revenue P3 Institute accountability of directors and managers L1 Strengthen skills and tools to conduct workload forecasting, analysis, and planning L2 ©2010 Palladium Group, Inc. Understand the customer’s needs and process P5 Improve IT competencies on all levels L3 Establish a corporate process to test and assess new technologies P7 Develop our expertise base on knowledge and content management L6 Improve knowledge of DAPS services L4 Improve pricing practices L5 Describe your future (3 year) vision of DAPS services L7  7 Sample Strategy Maps Functional Strategy Maps IT Department Strategy Map Financial Increase EBITDA Maximize business units’ ability to add value Manage IT Expenditures Maximize Fund Performance Partner Contribution “Offer me innovations that create business value.” Credibility “Demonstrate a competitive price.” Competency “Demonstrate a competitive price.” “Quickly implement solutions.” “Keep my systems running.” Internal Processes Internal Solutions Leadership Anticipate application of technology in the Financial Services Industry Business Unit Alliance Propose compelling business cases for IT solutions Provide world-class customer service Understand business unit strategy and operations Operational Excellence Deliver according to plan Provide reliable and functional systems Effectively select and manage sourcing relationships Integrate solutions using defined architecture, platforms, and processes Learning & Growth Hire, develop, and retain solid performers ©2010 Palladium Group, Inc. Foster an environment that encourages and recognizes contribution Communicate and lead at all levels  9 Finance Function Strategy Map Customer Financial Maximize Value to Shareholders Maximize return / profitability Support corporate/ SBU profitable growth Enhance franchise equity through value added service Internal Processes Value-Added Information Initiate and leverage new and existing services Efficiently manage firm wide information and provide decision support Support corporate/SBU productivity and cost reduction Maintain value-added working relationships with internal constituencies Provide accurate, timely, and efficient reporting of relevant information Books/Records Reporting Operating Efficiency Develop consistent processes to manage reporting and accounting functions Help internal customers understand & interpret financial supporting Support channel management excellence Optimize finance department operating efficiency Understand and support internal and external customer information needs Control financial frameworks and standards Learning and Growth Improve understanding of core activities Technology ©2010 Palladium Group, Inc. Business and Analytical Skills Performance Measurement System Understand, monitor, asses, and report risk Leadership Efficiently and consistently support HR processes: payroll, staffing plan CFO Mindset  10