Strategic Objectives for Top Mobile Communications Supplier in UK

Cascading Strategic Objectives

Sample Integrated Strategy Map Vision The number one mobile communications supplier of choice in the United Kingdom We provide the best value for money mobile phone services in the United Kingdom with the greatest reach Mission Strategic Themes Business growth Customer Intimacy Operational Effectiveness Strategic Results Value prices that keep existing and attract new customers, in all of the UK regions Clarity in offering that surpasses anything in the market today, best user interface Productivity gains through use of new technology driving lower operational cost Measures Targets Initiatives Strategic Objectives and Strategy Map Net Profit Operating Costs Revenue in target markets Implement new financial accounting system Simplify billing operations Financial 5% per year 3% per year 12% per year Decrease Operating Costs Increase Profitability Increase Revenue % Market Share Index % Customer Satisfaction Index Competitive end user requirements market studies for new UK regions Improve the Offering two year programme Customer 3% per year Improve Market Perception Improve End User Experience Improve Clarity of Offering 5% increase in index next period then stabilize New products as % of sales Brand awareness score End User experience score 12% this year Create improved offering selection process Hook into Improve the Offering programme Training programme for new offerings and user interface Internal Processes 5% per year Improve Ease of Use for End Users Improve Offering Selection Improve Integrated Service > 90% every reporting period Employee development plans Technology training index Network Efficiency Index 95% in place Product and marketing training programme 2 year Renew the Network staged plan and roll-out Technology improvement programme Organizational Capacity 90% efficient Improve Knowledge and Skills Improve Telecoms Network Improve Technology 99.99% Uptime Customer Focus - Integrity - Quality - Helpful - Community - Efficient

Tier 1 Strategy Map The number one mobile communications supplier of choice in the United Kingdom Financial Increase Profit Increase Revenue Per User Decrease Operating Costs Customer Improve End User Experience Improve Clarity of Offering Improve Market Perception Internal Processes Improve Ease of use for End Users Improve Integrated Services Improve Offering Selection Organizational Capacity Improve Knowledge and Skills Improve our Telecoms Network Improve Technology

Tier 2 Strategy Map Information Technology Company Vision: The number one mobile communications supplier of choice in the United Kingdom Department Purpose: Provide the very best technology and support services to our customers Financial Increase Profit Increase Revenue Per User Decrease Operating Costs Customer Improve End User Experience Improve Clarity of Offering Internal Processes Improve Selection Tools for Sales Improve Website Interface Organizational Capacity Improve Tool Selection Skills Improve Code Writing Skills Improve Interface Technology

Tier 2 Strategy Map - Marketing Company Vision: The number one mobile communications supplier of choice in the United Kingdom Department Purpose: To improve our market perception and provide an easy to understand offering Financial Increase Profit Increase Revenue Per User Customer Improve Clarity of Offering Improve Market Perception Internal Processes Improve Integrated Services Improve Offering Selection Organizational Capacity Improve Knowledge and Skills Improve our Telecomms Network Improve Technology

Tier 2 Strategy Map Human Resources Company Vision: The number one mobile communications supplier of choice in the United Kingdom Department Purpose: To focus on our people, recruitment and ensure alignment within the business Financial Increase Profit Increase Revenue Per User Decrease Operating Costs Customer Improve Clarity of Offering Improve Department Alignment Internal Processes Improve Cross Department Support Improve Offering Selection Improve Recruitment Process Organizational Capacity Improve Training Programme Improve Onboarding Skills

Tier 2 Strategy Map Networks Company Vision: The number one mobile communications supplier of choice in the United Kingdom Department Purpose: To provide a robust, resilient integrated telecoms network capable of swift change Financial Increase Profit Increase Revenue Per User Decrease Operating Costs Customer Improve End User Experience Improve Market Perception Internal Processes Improve Integrated Services Improve Change Capabilities Organizational Capacity Improve our Telecoms Network

Tier 2 Strategy Map Billing Operations Company Vision: The number one mobile communications supplier of choice in the United Kingdom Department Purpose: To provide a flexible but highly resilient automated customer billing platform Financial Increase Profit Increase Revenue Per User Decrease Operating Costs Customer Improve End User Experience Improve Market Perception Internal Processes Improve Integrated Billing Services Improve Ease of use for End Users Organizational Capacity Improve Billing Technology