Quality Scorecard

Strategy GoalCustomer Customer satisfaction

Financial Increase revenueCost savings

Internal Process

Employee Personal satisfaction

Effective project management

Ample advancement opportunities

Increase skill sets and technical proficiency

ObjectivesImprove service satisfactionFulfill customer needsShorten waiting timeLaunch MiBlack in India and XXXWaste reduction inline by adopting lean manufacturing conceptsAdopt six sigma methodology for projects with high returns

Completion of projects within timeCompletion of projects within costCompletion of projects within scopeIncrease employees awareness of their contribution to the company

Allow employees to try for vacanies before opening to market

Create various training program for employees, allow manager to assign courses to employees as well as opportunity for employees to sign up for courses they are interested in

Measure TargetPercentage of feedbacks that are negatives 10%Percentage of customer needs fulfil 90%Waiting time per customer at Service Center <10minNew cash Flows US$1b by FY2018Number of initiatives per FY with cost savings >10k 30

3

Percentage of projects completed within targeted time 95%Percentage of projects completed within targeted cost 95%Percentage of projects completed within targeted scope 95%Semi-annual survey 90% positive responses

Create internal job opening portals Pass/Fail

Attendance for training programs 95%

Number of six sigma projects completed in year with cost savings >USD$100k

Strategy Goal Objectives MeasureCustomer

Fulfill customer needs Percentage of customer needs fulfil

Shorten waiting time

Financial Increase revenue New cash Flows

Cost savings

Customer satisfaction

Improve service satisfaction

Percentage of feedbacks that are negatives

Waiting time per customer at Service Center

Launch MiBlack in India and XXX

Waste reduction inline by adopting lean manufacturing concepts

Number of initiatives per FY with cost savings >10k

Internal Process

Effective project management

Adopt six sigma methodology for projects with high returns

Number of six sigma projects completed in year with cost savings >USD$100k

Employee Semi-annual survey

Create internal job opening portals

Attendance for training programs

Internal Process

Effective project management

Completion of projects within time

Percentage of projects completed within targeted time

Completion of projects within cost

Percentage of projects completed within targeted cost

Completion of projects within scope

Percentage of projects completed within targeted scope

Personal satisfaction

Increase employees awareness of their contribution to the company

Ample advancement opportunities

Allow employees to try for vacanies before opening to market

Increase skill sets and technical proficiency

Create various training program for employees, allow manager to assign courses to employees as well as opportunity for employees to sign up for courses they are interested in

Target ObjectivesMeasure Target ObjectivesMeasure Target ObjectivesMeasure Target10% 10% 10% 10%

90% 90% 90% 90%

<10min Shorten wa <10min Shorten wa <10min Shorten wa <10min

30 30 30 30

3 3 3 3

Improve service satisfaction

Percentage of feedbacks that are negatives

Improve service satisfaction

Percentage of feedbacks that are negatives

Improve service satisfaction

Percentage of feedbacks that are negatives

Fulfill customer needs

Percentage of customer needs fulfil

Fulfill customer needs

Percentage of customer needs fulfil

Fulfill customer needs

Percentage of customer needs fulfil

Waiting time per customer at Service Center

Waiting time per customer at Service Center

Waiting time per customer at Service Center

US$1b by FY2018

Launch MiBlack in India and XXX

New cash Flows

US$1b by FY2018

Launch MiBlack in India and XXX

New cash Flows

US$1b by FY2018

Launch MiBlack in India and XXX

New cash Flows

US$1b by FY2018

Waste reduction inline by adopting lean manufacturing concepts

Number of initiatives per FY with cost savings >10k

Waste reduction inline by adopting lean manufacturing concepts

Number of initiatives per FY with cost savings >10k

Waste reduction inline by adopting lean manufacturing concepts

Number of initiatives per FY with cost savings >10k

Adopt six sigma methodology for projects with high returns

Number of six sigma projects completed in year with cost savings >USD$100k

Adopt six sigma methodology for projects with high returns

Number of six sigma projects completed in year with cost savings >USD$100k

Adopt six sigma methodology for projects with high returns

Number of six sigma projects completed in year with cost savings >USD$100k

95% 95% 95% 95%

95% 95% 95% 95%

95% 95% 95% 95%

Pass/Fail

95%

Completion of projects within time

Percentage of projects completed within targeted time

Completion of projects within time

Percentage of projects completed within targeted time

Completion of projects within time

Percentage of projects completed within targeted time

Completion of projects within cost

Percentage of projects completed within targeted cost

Completion of projects within cost

Percentage of projects completed within targeted cost

Completion of projects within cost

Percentage of projects completed within targeted cost

Completion of projects within scope

Percentage of projects completed within targeted scope

Completion of projects within scope

Percentage of projects completed within targeted scope

Completion of projects within scope

Percentage of projects completed within targeted scope

90% positive responses

ObjectivesMeasure Target ObjectivesMeasure Target10% 10%

90% 90%

Shorten wa <10min Shorten wa <10min

30 30

3 3

Improve service satisfaction

Percentage of feedbacks that are negatives

Improve service satisfaction

Percentage of feedbacks that are negatives

Fulfill customer needs

Percentage of customer needs fulfil

Fulfill customer needs

Percentage of customer needs fulfil

Waiting time per customer at Service Center

Waiting time per customer at Service Center

Launch MiBlack in India and XXX

New cash Flows

US$1b by FY2018

Launch MiBlack in India and XXX

New cash Flows

US$1b by FY2018

Waste reduction inline by adopting lean manufacturing concepts

Number of initiatives per FY with cost savings >10k

Waste reduction inline by adopting lean manufacturing concepts

Number of initiatives per FY with cost savings >10k

Adopt six sigma methodology for projects with high returns

Number of six sigma projects completed in year with cost savings >USD$100k

Adopt six sigma methodology for projects with high returns

Number of six sigma projects completed in year with cost savings >USD$100k

95% 95%

95% 95%

95% 95%

Completion of projects within time

Percentage of projects completed within targeted time

Completion of projects within time

Percentage of projects completed within targeted time

Completion of projects within cost

Percentage of projects completed within targeted cost

Completion of projects within cost

Percentage of projects completed within targeted cost

Completion of projects within scope

Percentage of projects completed within targeted scope

Completion of projects within scope

Percentage of projects completed within targeted scope