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1. Financial Perspective
Objective 1 - Increase Profitability to 12% of Gross Revenues
Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve Goals
Vendor Consolidation Initiative # Vendors Reduce to 28 by Jun 2012
Reduce Customer Churn Rate Retention Rate Increase to 78% by Jan 2012
Head Count Reduction # Full-Time Staff Reduce to 150 by Oct 2012
Objective 2 - Improve Annual Growth Rate to 9%
Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve Goals
President's Club # Reps Achieving 100% of Sales Targets 5 Reps in President's Club in 2012
Re-Seller Partnership Channel Annual Revenue from Partner Channels $500,000 in Revenue in 2012
Acquisitions Annual Revenue from New Acquisitions $15M in Revenue in 2012
Objective 3 - Increase Available Cash
Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve Goals
A/R Collections Average Days of Receivables 45 Days by June 2012
A/P Payment Review Average Days of Payables 60 Days by June 2012
Early Payment Discount Program % Invoices Paid with Early Payment Discount 5% of all invoices in Q3 2011

2. Customer Perspective
Objective 1 - Improve Customer Satisfaction
Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve Goals
Voice of Customer # New Ideas for R & D 12 New Ideas in 2012
Customer Support Portal Portal Launch Date Launch by Oct 2012
Customer Satisfaction Surveys Net Promoter Score, # Surveys Completed Get NPS Benchmarks in 2012
Objective 2 - Increase Market Share to 25%
Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve Goals
Market Research Initiative % Market Share Increase to 25% by Jan 2013
Service Level Agreement % Support Requests Escalated to Tier 3 > 5% of requests escalated by Jun 2012
Marketing Automation Program # New Leads Generate 3,500 Leads in 2012
Objective 3 - Provide Low Cost Solution for SMB
Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve Goals
New SMB Product Line # New Customers 500 New Customers in 2012
Monthly Billing Option # Customers on Monthly Billing 100 Customers in 2012

3. Business Process Perspective
Objective 1 - Implement CRM System
Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve Goals
CRM System Implementation System Go-Live Date Go-Live by Oct 2012
CRM Training CRM Adoption Rate 100% Adoption by Staff by Jan 2013
Data Migrations # Customer Databases Consolidate to 1 Database by Dec 2012
Objective 2 - Improve Staff Recruiting & Retention
Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve Goals
HR Information System # Resumes Submitted Online 500 Resumes in 2012
Results Only Work Environment Link all staff performance reviews to business KPIs Complete KPI mapping by Oct 2012
Employee Profiling New Sales Hire Success Rate Increase to 75% OTE by Jan 2013
Objective 3 - Disaster Recovery Planning & Security
Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve Goals
Disaster Recovery Plan Plan Completion Completed by Jan 2013
Security Auditing Audit Recommendations Received Receive Recommendations in Jun 2012
Sarbanes Oxley Compliance Compliance Achieved Ongoing
Objective 4 - Reduce Waste with Lean Manufacturing

4. Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve Goals
Sustainability Report Report Completion Completed by Oct 2012
Lean Manufacturing Audit Audit Recommendations Received Receive Recommendations by Jan 2013

5. Learning & Growth Perspective
Objective 1 - Revamp Employee Training Programs
Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve Goals
Sales & Service Training # Staff Trained 100% trained on new methodologies by Jan 2013
Quality Assurance Average Customer Service Call QA Score 3.5 Average QA Score by Oct 2012
Dale Carnegie Leadership & Communications # Staff Certified 20 Staff Certified by Jan 2012
Objective 2 - Create Career Paths for Each Function
Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve Goals
Succession Management Develop Succession Management Plan Plan completed by Jan 2013
Job Descriptions Job Descriptions Completed Completed by Jun 2012
Performance Reviews Performance Review Metrics Add business KPIs to all reviews by Oct 2012
Objective 3 - Launch Corporate Intranet
Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve Goals
Intranet Project Intranet Re-launch Date Launch Mar 2013