External

Financial performance

Competitive performance

Social performance

InternalDepartmental/ Funcional Areas performance

Strategic Business Areas / Government Functions Performance

Time

Short –term performance

Long–term performance

INSTITUTIONAL

LEVEL

Single organization system: Financial, Competitive and Social performance

Multi-organization system: territory or industry performance

INTERINSTITUTIONAL

LEVEL

Organizational strategic resources

Accumulation rate

Depletion rate

Shared strategic resources

Accumulation rate

Depletion rate

ACTIVITIES

PROCESSES

“PRODUCTS”To the external client

To the internal client

STRATEGIC RESURCES

PERFORMANCE DRIVERS

END RESULTS

GOALS & OBJECTIVES

ACTIVITIES & PROCESSES

(ACTIONS)

PERFORMANCE DRIVERS & END-

RESULTS

STRATEGIC RESOURCES

Policy LeversACTIVITIES &

PROCESSES (Actions)

“PRODUCTS”GOALS &

OBJECTIVES

PERFORMANCE DRIVERS &

END-RESULTS (Results)

Macro-process 1 – Interview:• Contact• Setting the interview date• Interview• Customer profiling: risk orientation is analysed.

Macro-process 2 – Exam of the client’s investment Portfolio:• Details on each single asset of the clients are inserted in a software to define the

client’s positioning on a “risk/yield” diagram, with respect to the “efficient frontier”• A report positioning the client on the efficient frontier is printed• The report is analyzed with the client• A sale proposal is outlined.

Macro-process 3 – Sale of Financial Products:

• A follow up to the sale proposals is done through phone contacts• A meeting with the client is agreed to propose a sale of financial products • The client is met and products are sold• Sale order data is inserted in the computer system• The sale contract is printed and signed.

Macro-process 4 – Post-sale assistance:• The market is monitored through periodic reports• The client is periodically contacted • The client’s anxiety is managed• New contracts are signed with post-sale assistance clients.

Contact with customers to profile

Customer profiling

MACRO PROCESS 1

MACRO PROCESS 2

MACRO PROCESS 3

MACRO PROCESS 4

Customer positioning on the “efficient frontier”

Sale proposal

Setting up of a meeting with the

client for sale proposal

Financial consulting contracts subscription

Post sale assistance contacts

1ST LEVEL INTERMEDIATE

PRODUCTS

FINAL PRODUCT

2ND LEVEL INTERMEDIATE

PRODUCTS

Company Image

Gross operating margin per personal client

Gross operating margin from personal clients

Change in the customer base

Change in customer

satisfaction

Customer base

Clients in assistance

loss rate

Human Resources

Interview schemes

DepositsInformation

systems

Total sale proposals

Total subscribed contracts

Market Reports

Assistance effort ratio

Profiling effort ratio

Sales proposal

ratio

Contract subscription

ratio

Clients to contact loss rate

Profiled clients

Human Resources

MACRO PROCESS 1 MACRO PROCESS 2 MACRO PROCESS 3 MACRO PROCESS 4

Interview schemes

Clients Deposits

Actual interviews

Planned interviews

New profiled clients

Planned new clients to interview and

profile

Human Resources

Information Systems

Clients positioned on the “efficient frontier”

Planned Clients positioned on “efficient

frontier”

Sales proposals issued

Planned sales proposals

Agreed meetings with clients to sell financial

productsPlanned meetings with

clients to sell financial products

Subscribed sale contracts

Sales contracts to subscribe

Total Sales proposals

Human Resources

Information Systems

Agreed meetings with clients for

assistance

Total subscribed sale contracts

Human Resources

Planned meetings with clients for assistance

Clients in assistance loss rate

PROFILING EFFORT RATIO CONTRACT SUBSCRIPTION RATIOSALE PROPOSAL RATIO

ASSISTANCE EFFORT RATIO