EXAMPLE OPCO DASHBOARD FOR OFFSHORE CENTER

Selena Sol presents…..

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for business managers looking for ideas on what metrics to monitor

Seating Capacity

Workforce OverviewWorkforce by Business Groups Monthly Headcount Growth RateCenter-wide Headcount

Q3Centre-wide Surplus: 66

NOTES:Oh Elise it doesn't matter what you say. I just can't stay here every yesterday like keep on acting out the same the way we act out. Every way to smile forget and make-believe we never needed any more than this, any more than this. Oh Elise it doesn't matter what you do, I know I'll never really get inside of you. To make your eyes catch fire the way they should the way the blue could pull me in if they only would if they only would. At least I'd lose this sense of sensing something else that hides away from me and you. There're worlds to part with aching looks and breaking hearts and all the prayers your hands can make oh I just take as much as you can throw and then throw it all away.

“Others” includes XXX, YYY, ZZZ, AAA, & BBB

Biz Unit A

Biz Unit BBiz Unit C

Biz Unit DOthers

Q2 Centre-wide Surplus: 207

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Recruitment & Attrition

Monthly AttritionNumber of Open Positions by LOB

Average Days to HireRecruitment Volume by Channel

Note:I've waited hours for this, I've made myself so sick I wish I'd stayed asleep today I never thought that this day would end I never thought tonight could ever be this close to me Just try to see in the dark, just try to make it work To feel the fear before you're here I make the shapes come much too close I pull my eyes out, hold my breath and wait until I shake But if I had your faith Then I could make it safe and clean If only I was sure That my head on the door was a dream I've waited hours for this, I've made myself so sick I wish I'd stayed asleep today I never thought that this day would end I never thought tonight could ever be this close to me But if I had your face Then I could make it safe and clean If only I was sure That my head on the door was a dream But if I had your face Then I could make it safe and clean If only I was sure That my head on the door was a dream

129 open positions

Biz Unit A

Biz Unit B

Biz Unit C

Biz Unit D

Biz Unit E

Biz Unit F

Biz Unit G

Biz Unit H

Biz Unit I

Biz Unit J

Financials

Telecom Expense per Headcount

Training Expense per Headcount • The increase in telecom expense in Dec is due to blah blah

• The increase in travel and entertainment expense in Mar is due blah blah

• The decrease in training expenses in Mar is due to blah blah

AFTE Rate YTD Training, Travel & Entertainment Expense per Headcount by LOB

Travel & EntertainmentExpense per Headcount

Note:• All currencies are in XYD.• Blah Blah Blah• Blah Blah Blah

A

YTD total expense is SGD$51 million

B

B

C

C

  Avg. YTD Expenses per HC

TRAVEL &

ENTERTAINMENT TRAINING

Biz Unit A 1,632.7 12.8Biz Unit B 1,034.4 194Biz Unit C 990.5 84.5Biz Unit D 770.7 99.9Biz Unit E 757.6 (29.6)Biz Unit F 532.9 3.3Biz Unit G 489.9 (1,294.0)Biz Unit H 10.8 0Biz Unit I 6.6 92

C

Infrastructure

KPI Apr 2010

May 2010

Jun 2010

Jul 2010

Aug 2010

Sep 2010

Oct 2010

Nov 2010

Dec 2010

Jan 2011

Feb 2011

Mar 2011 March 2011 Comments

Firewall ó ò ñ ñ ò ò ñ ó ò ñ ñ ò Blah Blah Blah commentary

Network Operations ó ó ó ó ñ ó ó ó ó ó ó ó

Blah Blah Blah commentary

Network Appliance Management ó ó ñ ñ ñ ñ ó ó ó ñ ò ó

Blah Blah Blah commentary

E-mail ó ó ñ ñ ó ó ó ó ó ó ó ó Blah Blah Blah commentary

Global Switch ó ó ó ó ó ó ó ó ó ó ó ó Blah Blah Blah commentary

Cisco Recall ó ó ó ó ó ó ó ó ó ó ó ó Blah Blah Blah commentary

Service Assurance

ó ó ó ò ñ ñ ò ñ ò ñ ò ò

Blah Blah Blah commentary

Multiform Access ñ ñ ò ó ò ò ñ ñ ó ñ ò ó Blah Blah Blah commentary

Service Desk ñ ñ ò ò ò ñ ñ ñ ñ ò ñ ñ Blah Blah Blah commentary

LEGEND• Direction of the arrow indicates the trend of the index compared to the previous month

• indicates an increasing trend• indicates a decreasing trend• indicates no change

• Color of the arrow indicates whether the target is met or unmet• GREEN indicates target met• RED indicates target unmet

Infrastructure (continued)

34 days without a change-related incident 56% decrease (from 16 days to 6 days) in the number of days without Major Incidents recorded for the same period in 2010 13% increase (from 23 major incidents to 26 major incidents) in the volume of Major Incidents recorded for the same period in 2010

Improvements in Stability & Availability

Major Incident Free Days 2010 vs 2011 YTD Change Incident Rate 2010 vs 2011 YTD

2010 2011

Apr May June July Aug Sep Oct Nov Dec YTD Total Jan Feb Mar YTD Total

Volume of Changes 740 833 772 832 828 708 651 737 470 9038 731 614 632 1977

Change Success Rate 98.92% 99.28% 99.35% 98.80% 99.27% 99.85% 98.31% 99.73% 98.72% 99.15% 99.45% 98.70% 99.68% 99.28%

Volume of MIs 19 18 15 26 29 17 25 19 15 242 11 21 26 58

Change Incident Volume 3 2 2 9 5 1 1 5 2 35 0 1 0 1

Change Incident Rate 0.41% 0.24% 0.26% 1.08% 0.60% 0.14% 0.15% 0.68% 0.42% 0.38% 0.00% 0.16% 0.00% 0.05%

MI Free Days 9 12 7 6 8 13 9 16 12 125 11 8 6 25

SLA Target 2011 2010

Q1 0.33% 0.47%Q2 0.29% 0.46%Q3 0.25% 0.43%Q4 0.23% 0.4%

7

OperationsInput A and B X Process Volume

(in ‘000)

Controls Break Aging

123 & 456 Volume (in ‘000)

123 Transfers

456 Transfers

%

reso

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Volu

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AMarch Key Highlights:• Project A – Kiss me goodbye pushing out before I sleep

Can't you see I try swimming the same deep water as you is hard The shallow drowned lose less than we You breathe the strangest twist upon your lips And we shall be together Kiss me goodbye bow your head and join with me And face pushed deep reflections meet The strangest twist upon your lip

• Project B– And disappear the ripples clear And laughing break against your feet And laughing break the mirror sweet So we shall be together Kiss me goodbye pushing out before I sleepIt's lower now and slower now The strangest twist upon your lips But I don't see and I don't feel.

• Project C– But tightly hold up silently My hands before my fading eyes And in my eyes your smile The very last thing before I go I will kiss you, I will kiss you I will kiss you forever on nights like this I will kiss you, I will kiss you And we shall be together

• Come on kiss me, kiss me, kiss me Your tongue is like poison So swollen it fills up my mouth Just, just love me, love me, love me You nail me to the floor And push my guts all inside out Just get it out, get it out, get it out Gech your fucking voice Out of my head Oh I never wanted this I never wanted any of this I wish you were dead I wish you were dead Come on kiss me, kiss me, kiss me Your tongue is like poison So swollen it fills up my mouth Just, just love me, love me, love me You nail me to the floor And push my guts all inside out Just get it out, get it out, get it out Gech your fucking voice Out of my head Oh I never wanted this I never wanted any of this I wish you were dead I wish you were dead

A

GROUPS XXX YYY MUML-PB DSPML

Volume 57, 455 1, 130 294 78

8

Business Group 0-6 days

7-14 days

15-30 days

31-90 days

> 90 days

TOTAL ITEMS 152 80 84 75 74

TOTAL EXPOSURE 9.53M 0.61M 2.95M 1.00M 69,151

XXX 37 39 50 62 70

YYY 2.78M 0.61M 0.63M 0.16M 54,229

ZZZ 4 1 0 0 0

AAA 64 38 27 1 0

BBB 0 0 0 0 0

CCC 0 0 0 1 1

DDD 47 2 7 11 1

EEE 6.75M 135 2.33M 0.84M 14,029

FFF 0 0 0 0 2

GGG 0 0 0 0 893

XYZ ABC

Volume X

Volume Y

X Resolved within X hours

Y Resolved within X hours

Target SLA X

Target SLA Y

Operations (continued)

Number of Control Gaps Top 6 Projects

Volume Metrics

PRIORITY STATUS EXPECTED COMPLETION PROJECT NAME

Mandatory

8 Amber 31-Dec-11 ABC

2 Green 31-May-11 DEF

Discretionary

1 Green 30-Nov -11 123

2 Amber 26-Aug-11 456

3 Green 26-Aug-11 789

4 Green 31-Dec-11 XXX

Settlement Daily Average Fails vs Daily Volume

PROCESSH M L TOTAL +-%

March

AAA - 3 16 19 0%

BBB - - 5 5 0%

CCC - - 9 9 0%

DDD - - 2 2 0%

EEE - 1 3 4 -43%

FFF - 1 - 1 0%

GGG - - 3 3 0%

HHH - - 2 2 0%

III 55 2 21 78 -18%JJJ - - 5 5 -17%KKK - - 14 14 -13%

LLL - - 7 7 0%

MMM - - 8 8 0%

NNN - 6 16 22 -21%

OOO - - 2 2 0%PPP - - 15 15 0%

Grand Total 67 36 234 337 -9%

Apr-2011 Mar-2011 % INC/DEC YTD %

INC/DEC

DAILY AVERAGE

DAILY AVERAGE

Apr Vs. Mar

DAILY AVERAGE YTD

BIZ A N/A N/A N/A N/A N/A

BIZ B N/A N/A N/A N/A N/A

BIZ C 1,128 1,162 ▼-2.94 1,173 ▼-3.83

BIZ D 270,501 386,047 ▼-29.93 386,047 ▼-29.93

BIZ E 479 473 ▲1.28 465 ▲3.03

BIZ F 211 214 ▼-1.08 203 ▲3.86

BIZ G N/A N/A N/A N/A N/A

BIZ H 710 753 ▼-5.71 728 ▼-2.47

Biz Unit A Biz Unit B

Biz Unit C

• However much I'm falling down It's never enough However much I'm falling out It's never enough Whatever smile I smile the most It's never enough, never enough However I smile I smile the most So let me hold it up, just one more go Holding it up for just once more One more time to fill it up, one more time to kill Whatever I do is never enough It's never enough However much I push it down It's never enough However much I push it around It's never enough However much I make it out It's never enough However much I do Never enough, never enough

Header AH-h-however much I push it down It's never enough H-h-however much I push it around It's never enough H-h-however much I make it out It's never enough, never enough H-h-however much I do H-h-however big I ever feel It's never enough Whatever I do to make it real It's never enough In any way I try to speak It's never enough, never enough However much I try to speak It's never enough

• However much I'm falling down It's never enough However much I'm falling outIt's never, never enough, never enough Whatever smile I smile the most It's never enough However I smile, I smile the most So let me hold it up, just one more go Holding it up for just once more One more time to fill it up, one more time to kill Whatever I do is never enough Never enough So let me hold it up, just one more go Holding it up for just once more One more time to fill it up, one more time to kill Whatever I do is never enough It's never enough It's never enough It's never enough It's never enough It's never, never enough

Business Updates

HR

Security

Finance

Corporate Workplace

• Project X• It's a perfect day for letting go For setting fire to bridges Boats and other

dreary worlds you know And let's get happy

• It's a perfect day for making out To wake up with a smile without a doubt To burst grin, giggle, bliss, skip, jump, sing and shout Let's get happy "But it's much too late" you say "For doing this now, we should have done it then "Well it just goes to show how wrong you can be And how you really should know That it's never too late to get up and go

• It's a perfect day for kiss and swell Rip zipping, button popping, kiss, oh, well There's loads of other stuff can make you yell Let's get happy

• It's a perfect day for do your stuff For dancing like you can't hear the beat And you don't give a further thought to things like feet Let's get happy "But it's much too late" you say "For doing this now, we should have done it then "Well it just goes to show how wrong you can be And how you really should know That it's never too late to get up and go

• Kick out the gloom, kick out the blues Tear out the pages with all the bad news Pull down the mirrors and pull down the walls Tear up the stairs and tear up the floors Oh, just burn down the house, burn down the street Turn everything red and the beat is complete With the sound of your world going up in the fire It's a perfect day to throw back your head, kiss it all goodbye.

• No updates.It's a perfect day for getting wild Forgetting all your worries Life and everything that makes you cry Let's get happy It's a perfect day for dreams come true For thinking big And doing anything you want to do Let's get happy "But it's much too late" you say "For doing this now, we should have done it then "Well it just goes to show how wrong you can be And how you really should know That it's never too late to get up and go Kick out the gloom, kick out the blues Tear out the pages with all the bad news Pull down the mirrors and pull down the wallsTear up the stairs and tear up the floors And just burn down the house, burn down the street Turn everything red and the dream is complete With the sound of your world going up in the fire It's a perfect day to throw back your head and kiss it all goodbye

Support Function Updates

Operational RiskBusiness Continuity

Operational Risk Impact to XYZ Impact to business Severity of Impact Remedial Action Action Owner Status Update

XXX Impact to the center. Impact to the center. Impact to the center

Impact to the business. Impact to the business

Low Remediation action ZZZ Update

YYY Impact to the center. Impact to the center. Impact to the center

Impact to the business. Impact to the business

Low Remediation action XYZ CAO Update

ZZZ Impact to the center. Impact to the center. Impact to the center

Impact to the business. Impact to the business

High Remediation action XYZ CAO Update

Emerging Risk Impact to XYZ Impact to business Severity Compensating controls Action Owner Timeline

Key Risks

Recovery Plan last updatedB

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Recovery Plan last tested

Training, Induction Process & Employee Engagement

Training Hours per Headcount Training Satisfaction Training Value

Availability of Desk, Phone, PC on Start Date

Availability of access rights on Start Date Employee Engagement Activities• Event A• Event B• Event C

Target: 4.0

• Blah, blah commentary on training hours per headcount

A

Target: 4.5

A

Note: The Training Satisfaction and Training Value scores are based on a 6-point scale.