Example Balanced Score Card Model SUMMARY SHEET

Total Quantitative Targets 2011 Jan Dec Loans $M Target for May $M Actual for May $M Accumulated Target for for Jan May Jan- May $M $M Total Qualitative Targets 2011

May 2011
Actual
Target

Customer Service (Surveys) 8 per annum 85% -100% customer satisfaction Customer complaints Maximum of 2 per annum per branch Acknowledgement and corrective action to be implemented with respect to customer complaints Customer Responsiveness Time taken to process a loan application with current and correct information inserted and includes valid identification Time taken for loan approval Time taken for loan cheque delivery from receipt of approved loan form Time taken for cheque delivery of loans approved by CC Response time from Sagicor to health plan applications Time taken to process debit cards Source of Funds time taken for approval Average number of loans per day at POS Average number of loans per day at Branches Policy and Procedures Adherence -100% Submission of monthly reports to Head Office/Op Man Submission of Daily Summary form to Head Office/Op Man Procedure for Balancing Cash 100%

Within 48 hrs

30-45mins 24 hrs 30 hrs 3-5 days 3 weeks 2 weeks 30-45 mins 12 per day 4 6 per day Within 5 working days Daily Daily

Marketing

$M

Fixed Deposits Marketing

Total Quantitative Targets

Target for Jan-Dec

Target May 2011

Actual for May

Accumulated for Jan- May

Target for Jan-May

Summary Sheet Total Qualitative Targets

Actual

Target

2011 FIP Enrollments Marketing

2011

2011

2011

2011

2011 Membership Interaction Calls 50 per month per branch Field visits - 16 per branch per annum (Scheduled) Response to Field Visits Branch Visits by Managers 6 visits 50 monthly per branch 80 visits 24-48 hrs

Debit Card Enrollments Marketing Health Plan Enrollments Marketing

Meetings GM & Managers only two meetings per month Minutes to be submitted twice per month to Executive Managers & Supervisors - 12 per annum Staff 4 per annum Sales Team Training 07/04 & 08/04/11 HR - Training activities Staff Management Supervisory Individual

2 per month 1 per month

1 each quarter

Membership growth Marketing Total-2500

To be linked to Training Requirements

Total Quantitative Targets

Target for Jan -Dec

Actual for May

Actual for May

Accumulated for Jan May

Target for Jan - May

Summary Sheet Total Qualitative Targets

Actual

Target

2011 Dividend Payout

2011 To be decided by the Board

2011

2011

2011

2011

2011 HR - Staff Appraisals Submission of staff appraisals by supervisors every six (6) months May and November Every six (6) months by 2nd week of the following month Within two (2) weeks Within 5 working days of following month Within 5 working days after the report is received Within 7 working days after the quarter Within 2 day of such incident Within 5 working days after report
Actual Target

Action to be taken by HR within two (2) weeks of submission Punctuality Report to be submitted

Action to be taken on Punctuality Report by HR

Employee of the Quarter Apr - June

Completing a written report of incidences of noncompliance to HR Manager HR Manager to document such incidences

Total Quantitative Targets

Target of Jan Dec

Target for May

Actual For May

Accumulated for Jan May

Target for Jan- May

Summary Sheet Total Qualitative Targets

2011

2011

2011

2011

2011

2011 -

2011 IT Task Process Payment Protector (PP) Process and balance Payroll after Payroll Cut-off Date The last working day of each mth On the 4th day after payroll is closed off for the month 15th of every month following the current mth 15th of every month following the current mth By 5th working day of the month after the quarter On a monthly basis The last working day of each mth

Process Family Indemnity Plan (FIP) must have 2 months payment in advance in each members account

Process Loan Protection and Loan Savings (LS) current month to be completed by the following month

Process Loan Protection and Loan Savings (LP) Members Quarterly Statement e.g. Jan-Mar; AprMay Completed every three months

Branch Visits to visit all branches

Dormant Report

Total Quantitative Targets 2011

Target for Jan- Dec

Target for May

Actual For May

Accumulated for Jan May

Target for Jan - May

Summary Sheet Total Qualitative Targets

Actual

Target

2011

2011

2011

2011

2011 IT Task Response by IT to queries

2011 Within 2 days after a report 15th of every month following the current mth Within 3 working days Within 10 working days of the following month Within 4 working days after IT balances payroll By the 21st of current month

Report on all loans over $250,000

Finance Unit Targets - Fixed Deposits - Monthly Interest for members to be calculated and submitted to the IT Department Bank Reconciliations - Current month information

Preparation of Monthly Accounts

Salaries Cut-off Date for preparation To be properly calculated and sent to employees Respective Bank accounts Cash in hand Reconciliations All current months teller sheets and GL accounts to be reconciled

Within 2 working days

Total Quantitative Targets 2011

Target for Jan - Dec

Target for May

Actual For May

Accumulated for Jan May

Target for Jan - May

Summary Sheet Total Qualitative Targets

Actual

Target

2011

2011

2011

2011

2011 Procurement -

2011

Minimum and maximum level for all purchases Purchase of Monthly Statement papers

100% purchases

Delinquency Targets Generate and complete report Within 5 days after IT balances payroll Within 7 days after the end of the month Within 15 days after no response from member Within 30 days after no payment or response from member Within 90 119 days of letter being signed by Treasurer

First contact with member by telephone

First letter is sent to member

Second letter is sent to member

Third letter is sent to member

Balanced Score Card Model

SUMMARY SHEET

ACCOUNTING RATIO
May 2011

Total Quantitative Targets 2011

Target for May 2011

Actual For May 2011

Accumulated for Jan May 2011

Target for Jan May

Total Qualitative Targets 2011

Targets

Act

Ratio
Asset Quality Delinquent Loans / Total loans Non-Earning Assets / Total Assets Net Zero Cost Funds/Non-earning Assets Liquidity Ratios : Short Term Inv. and Cash / Assets Cash / Total Assets Loans / Assets Total Loans / Total Assets Long Term Assets / Total Assets Fixed Assets/Total Assets Liquid Investments (+) Liquid Assets (-) Short-term Payables/Saving Deposits Capital Adequacy Capital / Total Assets Capital / Total Assets

STD

<5% 3-5% >200%

15% 75-80% 5-10% >15%

8-10%

Delinquent Loans / Capital Delinquent Loans / Capital (w/o shares) Delinquent Loans / Capital (shares) Financial Investment/Total Assets

Delinquent Loans / Capital <60% <=10%

Rates of Return & Cost Entreneurial Rate Market Rate> Inflation 3-5% 6-8%

Total Interest Cost on SavingsDeposit/ Ave. Savings Deposit

Net Income / Net Assets Earnings Analysis : Total Income / Avg Assets

Net Income / Net Assets

Total Income / Avg Assets

8-12%

Total Expenses / Total Income

Total Expenses / Total Income

25-40%