Inside your company is a powerful force a force that

can cut costs, win customers and fnd innovative new

business opportunities all over the world.
Its your people. Are they ready?
Published March 2007
business
Drive Business Performance
Executive summary
Today, e.ecJ|ves nJs dere bJs|ress saeqy |r ar e.ene|y c|a||erq|rq na|ep|ace T|e conpary
nJs |np|ener |e saeqy |oJq| p|ars ard bJdqes |a qJ|de |e ac|v||es o |rd|v|dJa| bJs|ress Jr|s
|o.eve, .||oJ |e pope oo|s, saeqy |np|enera|ors car be vey c|a||erq|rq
|np|enera|ors a|| o sevea| easors, |rc|Jd|rq |ac| o ocJs or connor qoa|s by erep|se Jr|s,
|rec|er dec|s|orna||rq pocesses ard |ac| o a||qrner be.eer bJs|ressJr| obec|ves ard |e
copoae saeqy
/r eec|ve peonarce naraqener poqanne |e|ps ac||eve copoae saeq|es by bea||rq do.r
||q||eve| qoa|s |ro obec|ves |a d|ve |e ac|ors o enp|oyees a a|| |eve|s o |e oqar|sa|or \|er
|rd|v|dJa| enp|oyees car neasJe |e| peonarce aqa|rs obec|ves, | becones eas|e o ac||eve
saeq|c qoa|s |ec|ve peonarce naraqener ersJes a||qrner .|| ovea|| erep|se bJs|ress qoa|s
by d|v|rq enpo.ener, accoJrab|||y, ocJs ard eso|ve on |e e.ecJ|ve ean do.r o naraqes ard
|rona|or .o|es acoss |e conpary
|ead|rq conpar|es Jrdesard |e |npoarce o peonarce naraqener T|ey nay |ave |np|enered
sevea| scera|os |o.eve, .|er |np|ener|rq |ese scera|os, conpar|es sJqq|e .|| opea|ora|
d|cJ||es sJc| as a |ac| o cors|ser |rona|or acoss |e| sysens, |rec|er access o |rona|or,
d|cJ|y arson|rq daa |ro e|evar |rona|or |a car qJ|de bJs|ress dec|s|ors ard |e |ac| o
Jse|erd|y oo|s T|ese acos a|| na|e | |ad o qa|r ac|orab|e |rs|q|s Cpea|ora| c|a||erqes a|so
esJ| |r nary ves|ors o |e J| /s a esJ|, conpar|es a|| o ea||se |e J|| va|Je o |e| peonarce
naraqener |r||a|ves
|npoved bJs|ress peonarce e||es or |e eec|ve Jse o a|| asses, |rc|Jd|rq peop|e, pocesses,
|rona|or ard ec|ro|oqy, o ac||eve ar oqar|sa|ors saeq|c obec|ves \araq|rq peonarce
ocJses or a||qr|rq, op|n|s|rq ard Jrdesard|rq ac|ors ard dec|s|ors, bo| |rd|v|dJa| ard co||aboa|ve,
acoss |e oqar|sa|or
/r eec|ve peonarce naraqener poqanne car be aned as a cors|ser, c|osed|oop pocess
(on bJdqe|rq ard p|arr|rq o corso||da|or ard epo|rq) ard erconpasses |ee Jrdanera|
p|rc|p|es d|v|rq eec|ve p|arr|rq, ersJ|rq a||qrner ard erab||rq noe eec|ve dec|s|or na||rq a
a|| |eve|s o |e conpary T||s sysen a|so ersJes |a |ey bJs|ress pocesses ae cordJced Jrde |e
qJ|darce o ovea|| conpary saeqy |o e.anp|e, p|ars ard bJdqes ae deve|oped o a||qr ard ersJe
ac||evener o saeq|c qoa|s , .|||s epo|rq pocesses ard sysens ae des|qred o pov|de e|evar
ard ac|orab|e |rona|or o dec|s|or na|es |ey ne|cs ae pJ |r p|ace a a|| |eve|s o eqJer|y
ard cors|ser|y nor|o |o. |e erep|se ard |s bJs|ress Jr|s ae peon|rq aqa|rs saeqy
T|ese ne|cs, oer eeed o as |ey peonarce |rd|caos (|||s), ae de|ved on ara|y|ca| node|s
deve|oped o neasJe |e eec o rarc|a| ard opea|ora| dec|s|ors or ovea|| saeqy ac||evener

SJccessJ| |np|enera|or o peonarce naraqener e||es or |ese Jrdanera|s

C|ea|y |der|ed conpary saeq|es |r |e on o qoa|s ard obec|ves |a cascade
do.r |oJq|oJ |e oqar|sa|ora| sJcJe
\easJab|e |||s |a de|ve on |ese qoa|s ard obec|ves, qJ|de |npoveners o |e
bJs|ress ard de||ve va|Je
/ ec|ro|oqy p|aon |a ac|||aes |e ap|d cea|or o p|arr|rq, ara|ys|s ard
nor|o|rq capab||||es, .||c| pov|de c||ca| |rs|q|s |r |e on o o.ad|oo||rq ard
||so|ca| |rd|caos
/ qoverarce node| o a||qr ard naraqe enp|oyee peonarce neasJes ard
|rcer|ves o ersJe |ey say a||qred .|| |e erep|se saeq|es
So|J|ors |a erab|e peop|e o Jr daa |ro |rs|q|, arson |deas |ro ac|or ard
Jr c|arqe |ro oppoJr|y
Cre o |e ec|ro|oq|ca| c|a||erqes o |np|ener|rq a peonarce naraqener poqanne |s |e
||n|a|or o ad||ora| |Js|ress |re|||qerce (||) sysens Tad||ora| || sysens ae des|qred o a|red
ara|yss T|eye sJ|ab|e o sJbeco|ered qJey, epo|rq ard ara|ys|s o ||so|ca| daa |o.eve, |ey
a|| s|o |r nee|rq |e eqJ|eners o odays bJs|ress .o|d pov|d|rq erep|se.|de, rea ea||ne,
erdoerd peonarce naraqener |rona|or, a |e |q| |eve| o dea|| ard eqJercy, |r a ona
|a |s easy o enp|oyees o Jrdesard ard Jse o o.ad|oo||rq ara|ys|s
\|coso

so|J|ors erab|e a conpe|ers|ve peonarce naraqener appoac| des|qred o pov|de

c||ca| bJs|ress |rona|or o |e boades rJnbe o Jses |oJq| |e an|||a ard easyoJse \|coso
erv|orner T|ese so|J|ors ae bJ|| Js|rq |e obJs \|coso |Js|ress |re|||qerce (||) p|aon, .||c|
car pov|de daa |reqa|or capab||||es |a arson daa on d|spaae erep|se sysens |ro po.eJ|
|rs|q|s \|coso || so|J|ors car a|so erab|e oqar|sa|ors o s|ae sJcJed ard JrsJcJed |rona|or
sean|ess|y acoss |e oqar|sa|or o ac|||ae co||aboa|or |ee |Js|ress |re|||qerce a|so |e|ps |npove
p|arr|rq ard a||qrner | er|arces eec|ve dec|s|or na||rq by |npov|rq yoJ access o accJae, |ne|y
ard conp|ee |rona|or
|ec|ve peonarce naraqener |e|ps ersJe |a enp|oyees a a|| |eve|s ae ocJsed or obec|ves |a
a||qr .|| ovea|| bJs|ress qoa|s |np|ener|rq peonarce naraqener eqJ|es |e |rvo|vener o |e
er|e oqar|sa|or |eop|e ae |e |ey o a sJccessJ| dep|oyner, |o.eve, sJccess deperds or noe |ar
|av|rq |e |q| peop|e | a|es noe |ar re. ec|ro|oqy o de||ve |npoved peonarce SJccessJ|
bJs|resses nJs saeq|ca||y ceae |e |q| n|. o peop|e, |rona|or, pocesses ard ec|ro|oqy

`
Performance Management is a key success factor
to ensure achievement of strategic goals
What is performance management?
|eonarce naraqener (|\) a|so |ro.r as bJs|ress peonarce naraqener o erep|se
peonarce naraqener |s a poqanne |a |e|ps ersJe ac||evener o saeq|c qoa|s by
ars|a|rq |en |ro obec|ves ard |||s |a qJ|de |e eveyday ac|ors o evey enp|oyee
T|e corcep o naraq|rq bJs|ress peonarce |s ro re. T.ery yeas aqo | .as ca||ed naraqener
by obec|ves (\|C)
/r eec|ve peonarce naraqener node| |s c|aace|sed by a cors|ser c|osed|oop pocess |a
spars |rona|or ara|ys|s, p|arr|rq ard oecas|rq o epo|rq ard nor|o|rq | conb|res |ee
Jrdanera| p|rc|p|es d|v|rq eec|ve p|arr|rq, ersJ|rq a||qrner ard erab||rq eec|ve dec|s|or
na||rq as s|o.r |r |e qap| be|o.
Performance management model
/r eec|ve |\ node| spec|es |o. p|ars ard bJdqes ae deve|oped o e.ecJe or saeq|c |rer,
ard |e ara|ys|s, corso||da|or, scoecad|rq ard epo|rq pocesses |a pov|de |rs|q|s o d|ve
dec|s|ors |ey ne|cs ae deve|oped o |e|p oJ|re|y ard cors|ser|y nor|o naraqeners ab|||y
o e.ecJe aqa|rs saeqy /ra|y|cs a|so |e|p naraqener Jrdesard |e caJses o rarc|a| ard
opea|ora| peonarce
/ |\ poqanne |s ar eec|ve erab|e o ovecone |e da||y pa|r po|rs |a e.ecJ|ves ard naraqes
dea| .|| |r d|v|rq, nor|o|rq ard naraq|rq |e| saeq|c |rer |oJq|oJ |e erep|se

4
Critical pain points for key decision makers in driving business performance to
strategic intent
/r ec|er |\ poqanne |s a |ey erab|e o ersJe |e ac||evener o copoae saeq|c qoa|s T||s
|s nade poss|b|e by d|v|rq enpo.ener, accoJrab|||y, ocJs ard eso|ve on e.ecJ|ves do.r o a||
|eve|s o |e oqar|sa|or | |es |rd|v|dJa| obec|ves o peonarce neasJes ard conpersa|or p|ars
|a qJ|de |rd|v|dJa| ac|ors ard |e|ps ersJe |e| a||qrner .|| |e erep|ses bJs|ress qoa|s ard
obec|ves T|e poer|a| beres ae
\a||rq bee, ase ard noe e||ab|e bJs|ress dec|s|ors based or |reqaed, ve|ed
ard cors|ser daa pov|ded o |e appop|ae dec|s|orna|es a |e |q| |ne
||rd|rq re. soJces o everJe ard poab|||y |oJq| ped|c|ve bJs|ress node||rq
(sJc| as .|a | ara|ys|s) o |ey erep|se daa aboJ podJcs, cJsones ard
c|arre|s
/||qr|rq ard adJs|rq opea|ora| p|ars |oJq| |ne|y, acbased |rs|q|s |a evea|
recessay coec|ors
|npov|rq peonarce ard copoae accoJrab|||y by pov|d|rq acbased, e||ab|e
ard arspaer |rona|or o enp|oyees a a|| |eve|s
\oe eec|ve conp||arce .|| evec|arq|rq eqJ|aoy eqJ|eners
PM drives value: a real-world success story
DJ|rq |e 1Js, ae decades o sorq qo.|, a |ead|rq ca narJacJe aced saqra|or No or|y
.as podJc |rrova|or seen|rq|y |r dec||re, |e conparys rarc|a| pos||or .as becon|rq d|cJ|
Das|c ac|or c|ea|y reeded o be a|er, so |r JJJ |e q| bac| o |ea|| ard poab|||y beqar / q|oba|
ean o e.ecJ|ves .o|ed |rers|ve|y o deve|op a |eeyea saeqy o arson |e conpary ard esoe
| o J|| poab|||y |oJq| a ev|va| p|ar / |e cere o ||s saeq|c eo .as ore Jrars.eed qJes|or
|o. do yoJ neasJe rarc|a| ard opea|ora| peonarce acoss ||s conp|e. bJs|ress qJ|c||y ard
accJae|y eroJq| o ersJe |a |e p|ar says or ac|
To addess ||s c|a||erqe, |e conpary soJq| o deve|op a poqanne |a .oJ|d erab|e |en o nor|o
ard naraqe |e| bJs|ress peonarce |r ode o eac| saeq|c qoa|s
'
T|e s saqe o |e poec .as o deve|op ard |np|ener a .ebbased sysen o ac|||ae neasJener
ard ac||rq o |e ev|va| p|ar aqa|rs |||s T||s .as nJc| noe |ar s|np|y a ec|ro|oqy poec | a|so
|rvo|ved .o|s|ops .|| |e naraqener ean o dere |o. o capJe ard neasJe |e |rd|caos Sevea|
o|e saqes o||o.ed o bJ||d e.ecJ|ve das|boads, sardad|se accoJr|rq daa, Jr|y narJacJ|rq
|rona|or ard |np|ener pocess so|J|ors o edJce |e nor||y c|ose cyc|e
T|ar|s o |s ev|va| p|ar sJppoed by ar eec|ve peonarce naraqener poqanne, |e conpary
esoed |s J|| poab|||y |r Js .o yeas T|e conpary |s ro. aqa|r esab||s||rq |se| as a .o|dc|ass,
conpe||ve q|oba| aJono|ve conpary, po|sed o |orqen poab|e qo.|
To ac||eve ||s sJccess, | .as v|a| o |np|ener ar eec|ve peonarce naraqener poqanne
T|e conpary |ad o ovecone |e conp|e.||es o |e |\ |np|enera|or |r pa|cJ|a, |e conpary |ad
o na|ra|r cors|sercy be.eer |e |\ appoac| ard |e erep|se saeq|c qoa|s, ersJ|rq eec|ve ard
ap|d |np|enera|or acoss a q|oba| oqar|sa|or, .|||s enpo.e|rq q|oba| eans .|| |e appop|ae oo|s
o erab|e |en o se|.e |e |\ beres
The implementation challenge
|ead|rq conpar|es Jrdesard |e saeq|c |npoarce o |\ |r ac||ev|rq |e| copoae qoa|s,
bJ conpar|es reve|e|ess sJqq|e .|| opea|ora| d|cJ||es ard conp|e.||es .|er |np|ener|rq
a |\ so|J|or
Organisations often fail to execute their strategy failure rates
may range as high as 60 to 90 percent.
R. Kaplan and D.P. Norton,
Creating the Offce of Strategy Management,
Harvard Business Review, April 2005
Corporate Performance Management spending will increase to
nearly $23 billion global in 2006.
AMR Research, April 2006
You cant manage what you cant measure. You cant measure
what you cant describe.
Robert Kaplan and David Norton
Creating the Offce of Strategy Management,
Harvard Business Review, April 2005
b
/ ecer sJvey
1
s|o.s |a conpar|es a|| ove |e .o|d sJqq|e o |np|ener .|rr|rq saeq|es
|oJq|oJ |e| erep|ses |np|enera|or d|cJ||es cere aoJrd oJ nao |enes
Information inconsistency and multiple records of truth due to:
D|spaae erep|se sysens ard |rcors|ser daa
|rcors|ser |reac|ors ard daas|a|rq .|||r ard acoss |e erep|se
va|Je c|a|r
S||os o cJsone, podJc ard sJpp||e |rona|or, .||c| pever
a cors|ser v|e.
Ineffcient access to information due to:
/ conp|e. erep|se |a eqJ|es access o nJ||p|e sysens o conp|ee
|rona|or
/ ||q| |eve| o eo o pov|de Jse access o ||s ror|reqaed |rona|or
Diffculty of transforming information into business decisions due to:
T|e d|cJ||es o e.ac|rq bJs|ress |rs|q|s on ar ove.|e|n|rq vo|Jne
o daa
T|e c|a||erqes o opea|ora||s|rq ard enbedd|rq |e ara|ys|s as pa o
|e bJs|ress pocess
Inadequate tools:
|.ers|ve a|r|rq eqJ|ed beoe eans car qe an|||a .|| a|| oo| eaJes
ard sa pov|d|rq va|Je o |e oqar|sa|or
T|necorsJn|rq daa ara|ys|s ard |repea|or caJses Jses o avo|d |e
oo|s ard rd rorsardad a|era|ves, sJc| as cea|rq pesora| s|ado.
|T app||ca|ors
T|ese d|cJ||es peser obsac|es |a naraqes a a|| |eve|s nJs dea| .|| da||y T||s na|es | |ad o
conpar|es o e.ac va|Je on |e oo|s ard |rona|or |ey possess
1 SJvey o ove JJ conpar|es |ed by Ce|ear ard TNS Soes

Building an effective PM programme

Four key success factors for implementing successful PM:
/ |o||s|c v|e. o |e erep|se |a a||qrs d|spaae oqar|sa|ors, naraqener pocesses ard |rd|v|dJa|s
by de||ve|rq ne|cs |a ae o qoa|s ard obec|ves
|asy access o erep|se |rona|or |oJq| |anor|sed peonarce naraqener
T|ne|y |rs|q|s ard dec|s|or na||rq acoss |e erep|se va|Je c|a|r
|np|oyees .|o car pov|de bJs|ress va|Je by Js|rq Jse|erd|y oo|s o capJe |e |q| |rona|or, a
|e appop|ae |ne, |r ar ac|orab|e ona o na|e |roned dec|s|ors
Prerequisites for implementing PM:
1. Cvea||, |e nos c||ca| aco |r peonarce naraqener |s e.ecJ|ve sporsos||p |.ecJ|ves reed
o connJr|cae |e| e.peca|ors o d|ve eec|ve oqar|sa|ora| c|arqe, a||qrner ard qoverarce
|r nary oqar|sa|ors .|| aJoronoJs bJs|ress Jr|s, evey pa o |e oqar|sa|or nJs be |r oa|
a||qrner .|er |np|ener|rq |e saeq|es, qoa|s ard obec|ves Crce |ese qoa|s ard obec|ves
cascade |oJq| |e erep|se, |er peop|e, pocesses, |rona|or ard ec|ro|oq|es car .o| |r Jr|sor
o ac||eve depanera| ard copoae qoa|s
2. T|e erep|se nJs |ave eec|ve ard ec|er bJs|ress pocesses |a a||qr .|| ovea|| copoae saeqy
T|ese bJs|ress pocesses (|e na|e o cJsone, eqJ|s||or o payner, ode o cas|, denard o sJpp|y,
p|arr|rq ard bJdqe|rq, naraqener epo|rq, corcep o podJc, ec) nJs be |reqaed, |reac|ve,
e.|b|e ard adapab|e Cpea|ora| sysens (|e erep|se esoJce p|arr|rq ard cJsone e|a|ors||p
naraqener, sJpp||e e|a|ors||p naraqener, ec) |a erab|e eec|ve ard ec|er bJs|ress arsac|or
pocess|rq on |e c||ca| oJrda|or o eec|ve ard ec|er bJs|ress pocesses
3. T|e erep|se nJs esab||s| daa sardads, daa node|s ard bJs|ress J|es |a na|e | easy o
arson |e daa |ro |rona|or |er ac|||ae accJae ard conp|ee dec|s|or na||rq
4. T|e erep|se nJs Jse a|| asses eec|ve|y peop|e, pocesses, |rona|or ard ec|ro|oqy
o ac||eve |e oqar|sa|ors saeq|c obec|ves by Js|rq Jse|erd|y oo|s
5. Cpea|ora| daa nJs be corso||daed |r a daa .ae|oJse o erab|e peonarce naraqener by
|av|rq cors|ser, accJae ard conp|ee daa T||s daa .||| be |e soJce o |rona|or on .||c|
Jses da. |rs|q|s o na|e dec|s|ors ||so|ca||y, daa .ae|oJses oo| |e on o rarc|a| daa nas
(s|rq|esJbec daa .ae|oJses) o ac|||ae rarc|a| ara|ys|s ard epo|rq |eonarce naraqener
e.pards |e ocJs o a noe |o||s|c v|e. o |e bJs|ress, ard accod|rq|y |\ sysens nJs soJce daa
on rorrarc|a| sysens sJc| as cJsone e|a|ors||p naraqener (C|\), sJpp|y c|a|r ard |Jnar
esoJce sysens
6. T|e erep|se nJs be ab|e o esab||s| cors|ser daa sardads, peonarce neasJeners ard
aqes T|e erep|se nJs a|so be ab|e o access, ara|yse ard de||ve ||s |rona|or a saeq|c, ac|ca|
ard opea|ora| |eve|s so |a evey enp|oyee |as |e ab|||y o de||ve bJs|ress va|Je |oJq| |ne|y ard
acbased dec|s|ors
8
Driving the holistic view beyond traditional BI
|oad adop|or |s a|so ore o |e |eys o ersJ|rq conp|ee a||qrner Jp ard do.r |e oqar|sa|ora|
sJcJe /c||ev|rq boad adop|or |s poss|b|e .|er |rona|or |s de||veed |r an|||a, |reqaed oo|s |a
ae easy o Jse
Tad||ora| || podJcs sJqq|e o nee |ese eqJ|eners /||oJq| |dea| o a|red ara|yss o po.e
Jses .|o peon cJson qJe|es, daa ara|ys|s ard epo|rq, |ese ad||ora| || oo|s a|| s|o |r
pov|d|rq eec|ve, o.ad|oo||rq ara|ys|s |a enpo.e eec|ve p|arr|rq ard oecas|rq pocesses
|ec|ve peonarce naraqener erab|es a|| enp|oyees o eas||y access ard Jse |rona|or |a d|ves
acbased dec|s|ors ard .||c| pov|des |e |o||s|c v|e. |a |rona|or Jses eqJ|e
T||s ab|e desc|bes |e s|| on ad||ora| |Js|ress |re|||qerce o peonarce naraqener
Traditional Business Intelligence vs.
performance management/Business Intelligence

T||s ars||or deperds or |av|rq ar |reqaed v|e. o daa |oJq| a daa |reqa|or |aye Cpea|ora|
sysen daa nJs be corso||daed |r ar erep|se daa .ae|oJse o d|ve peonarce naraqener
corceps by |av|rq c|ear ard conp|ee sJcJed ard JrsJcJed |rona|or, arsac|ora| daa (acs)
ard nase daa (||eac||es, a|bJes ard e.), o soJce ard da. |rs|q|s o na||rq acbased dec|s|ors
a |e |q| |ne |r |e pas, |e corso||daed daa .as ocJsed noe o rarc|a| ara|yss |oJq| a rarc|a|
daa na \|| |\, |e eqJ|ener |s corso||daed erep|se |rona|or ard |rs|q|s o eveyore
Today large companies have between 5 and 15 BI
reporting and analysis solutions and some have more
than 20 separate products.
Keith Gile - The Forrester Wave:
BI Reporting and Analysis Platforms Q1 2006
Business Intelligence
Performance Management/
Business Intelligence
Data emphasis Historical Backward and forward looking
Timelines of data High latency Low latency (at the time when needed)
Measures Metrics
Actionable key performance indicators
that measure business value
Implementation
Focus
Business area/
department objectives
Enterprise-wide alignment to strategy
(operationalise enterprise strategies)
Organisation
decision making
Strategic and tactical Strategic, tactical and operations
Decision making
approach
Reactive Positive problem avoidence
Collaboration Informal Built-in
Information
delivery process
Open-ended Closed-loop action management
User interface views Generic Personalised
User visuals Reports, tables and charts
Actionable queries, embedded analytics,
dashboards and scoreboards
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Where to start:
T|e s seps ae |e cea|or o a bJs|ress case, poqanne c|ae ard oadnap o qJ|de |e poqess|ve
o||oJ o |\ /s |e |\ p|ases ae |np|enered, a qadJa| n|qa|or a|es p|ace on depanera|
app||ca|ors ard pocesses (sJc| as rarce ara|yss ard |e| s||oed app||ca|ors) o |ose |a sJppo |e
erep|se T|e J||nae qoa| |s |e dep|oyner o ara|y|ca| so|J|ors o Jse by aryore |r |e oqar|sa|or
o d|ve |rceased bJs|ress va|Je |av|rq access o c||ca| peonarce |rs|q|s enpo.es Jses a a|| |eve|s
o |e oqar|sa|or o Jrdesard |e acos d|v|rq |e bJs|ress ard a|e dec|s|ve ac|ors o op|n|se
bJs|ress peonarce o aqes
Phase 1: ||rarc|a| pocesses ard app||ca|ors ae |e coe o peonarce naraqener
eos ard a |oq|ca| p|ace o sa ||rarc|a| ne|cs on |e oJrda|or o e.ecJ|ves
ard naraqes o se |e conparys qoa|s ard obec|ves /e |e qoa|s ard obec|ves
ae se, rarc|a| daa soJced on |e qerea| |edqe |s ereed |ro |e p|arr|rq ard
bJdqe|rq sysens ard d|ssen|raed o oqar|sa|ora| Jr|s o |r||ae |e bJdqe|rq,
oecas|rq ard p|arr|rq ac|v||es / ||s saqe, oqar|sa|ora| a||qrner sas by
connJr|ca|rq copoae qoa|s ard obec|ves |oJq|oJ |e erep|se on |e
boonJp ard opdo.r p|arr|rq pocess
Phase 2: /e p|ars ard bJdqes ae |r p|ace, esab||s| |e |||s |a neasJe poqess
aqa|rs |e dered qoa|s ard obec|ves T|e |||s nJs be e|evar o eac| depaner
ard enp|oyee To ersJe a||qrner, bJ||d pesora| scoecads o |e|p evey enp|oyee
nor|o |e| peonarce ard conpae | o esab||s|ed aqes |o|ebased scoecads
ard a|es qJ|de eveyore on e.ecJ|ves a |e op o |e oqar|sa|or o naraqes
ard or||re enp|oyees
Phase 3: SJppo op|na| dec|s|orna||rq |oJq| qJ|ded ara|ys|s ec|r|qJes |a
o||o. bJs|ress J|es o qJ|de |e .ay peop|e |reac .|| |rona|or o |e|p |en
Jrcove oo caJses ard a|e |e appop|ae ac|ors qJ|c||y T||s capab|||y |s |npoar
o enpo.e bJs|ress Jses o access |e |rona|or |ey reed o Jrdesard ard
op|n|se bJs|ress peonarce
1J
How can Microsoft empower an effective
performance management model?
\|| \|coso |eonarce \araqener so|J|ors, dec|s|or na|es car |npove bJs|ress p|arr|rq, ac||eve
bee a||qrner ard d|ve eec|ve dec|s|orna||rq o a|| Jses |r |e oqar|sa|or T|ese so|J|ors erab|e
peop|e o |rcease op||re qo.| as .e|| as |e boon ||re |oJq| access o po.eJ| Jse|erd|y oo|s
o de|ve acbased |rs|q|s ard a|e dec|s|ve ac|ors
\|coso |eonarce \araqener so|J|ors erconpass |e o||o.|rq saeqy a||qrner, p|arr|rq,
bJdqe|rq ard oecas|rq, corso||da|or, scoecad|rq, ara|ys|s ard epo|rq /|| o ||s |s de||veed |oJq|
|e an|||a, easyoJse \|coso Cce erv|orner \|coso oo|s ae an|||a o nos |rona|or Jses,
|ave |reqa|or capab||||es |a car correc app||ca|ors ard s|ae sJcJed ard JrsJcJed |rona|or
sean|ess|y acoss |e oqar|sa|or

/ ecer BusinessWeek sJvey evea|s aeas |r .||c| e.ecJ|ves ae ocJs|rq |e| |rvesners o |npove
bJs|ress dec|s|or na||rq ard peonarce T|e p|o||es ae |r rarce, sa|es ard na|e|rq ard opea|ors
\|coso |eonarce \araqener so|J|ors ae .|de|y sJppoed, ard |er sca|e o |e reeds o |e nos
denard|rq oqar|sa|ors T|ey |ave beer esed .|| conpar|es o d|eer s|.es, |rdJs|es ard o|q|rs o
denorsae |e opea|ora| obJsress ard serq| o |e va|Je popos||or o erab||rq bee a||qrner,
p|arr|rq, ara|ys|s ard dec|s|orna||rq
|oeco|ered appoac|es ae becon|rq noe ard noe |npoar |r |e bJs|ress .o|d, ever beyord
|ose ad||ora| bJs|ress aeas ner|ored |r ||s epo T||s |s ar aea |r .||c| |e a||qrner be.eer |e
oqar|sa|ors saeq|c poo||os ard esoJce a||oca|ors a|e p|ace T|e \|coso va|Je popos||or J|e
er|arces |e eec|veress o poec poo||o naraqener
SoJce Se|.|rq |e || CppoJr|y, \ay JJb, |Js|ress\ee| |eseac| Sev|ces .|| S/| ard |re|
Areas in which PM/BI is incorporated
% incorporating PM/BI into different business areas
11
How Microsoft enabled EMI Music to boost sales and
improve digital supply-chain reporting

Customer background:
|\| \Js|c .o|s .|| .o|d|ead|rq a|ss ard sorq.|es o podJce ar |npess|ve co||ec|or o nJs|c
corer \|| |e as qo.| o |e or||re nJs|c |rdJsy, d|q|a| sa|es ro. accoJr o aoJrd ve pecer
o |e conparys ovea|| everJe
Business issue:
\|||e |\| \Js|cs d|q|a| bJs|ress .as de||ve|rq sorq qo.|, |e conpary ea||sed |a o de||ve
||q| peonarce acoss |e d|q|a| sJpp|y c|a|r | reeded o |rcease |e v|s|b|||y ard arspaercy
o peonarce |\| \Js|c |r||a||y |ad a sen|narJa| pocess |r p|ace o epo or |e saJs o |s
sJpp|y c|a|r | co||eced daa or a nor||y bas|s, so ary ara|ys|s .as pJe|y ||so|ca| |r ode o
|rcease peonarce ard ac||eve noe poab|e qo.|, |e conpary reeded ase access o |s
podJc|or |rona|or
Solution implemented:
|\| \Js|c c|ose o .o| .|| \|coso Co|d Ce|ed |are |\CoJp, spec|a||ss |r copoae
peonarce naraqener, o |np|ener a re. so|J|or \|coso Cce |Js|ress Scoecad \araqe
JJ' T||s scoecad so|J|or pov|des qap||ca|, ||q||eve| v|s|b|||y |ro bJs|ress peonarce | pesers
ard oqar|ses a arqe o ne|cs, |a nor|o d|q|a| sJpp|yc|a|r ec|ercy ard eec|veress
Expected benefts from the solution:
|oac|ve ard eac|ve epo|rq |e|p|rq o d|ve cor|rJoJs |npovener |r
sJpp|y c|a|r peonarce
\oe ec|er sJpp|y c|a|r ab|e o nee e|ease dae dead||res noe eec|ve|y
ard op|n|se sa|es
Nea ea||ne access o bJs|ressc||ca| peonarce ne|cs a|so ara|ys|s o re.
daa or a da||y bas|s
|ase o Jse rorec|r|ca| Jses car podJce epos |ense|ves
J|c| ard sean|ess |reqa|or
1
More effective planning, budgeting, forecasting, reporting and analysis
| |s .|de|y ecoqr|sed |a pov|d|rq peonarce ne|cs acoss bJs|ress Jrc|ors |s |ey o |npov|rq |e
ovea|| eec|veress ard ec|ercy o |e bJs|ress
Tad||ora| bJdqe|rq ard oecas|rq, .||c| ses |e oJrda|or o peonarce naraqener, |s yp|ca||y
cordJced arrJa||y DJe o a rJnbe o acos, |e pocess |s oer conp|e., |necorsJn|rq ard
|re.|b|e, ye | |s s||| recessay |dea||y, bJs|resses s|oJ|d podJce pe|od|ca||y Jpdaed o|||rq oecass
|a ae noe accJae becaJse |ey Jpdae arrJa| bJdqes eac| qJae .|| acJa| esJ|s, a||o.|rq
|e bJs|ress o noe ead||y adap o c|arq|rq bJs|ress cord||ors |o.eve, o|||rq oecass anp||y
|e acos |a na|e arrJa| bJdqe|rq so d|cJ|, becaJse |ey p|ace noe denards or esoJces
ard |rona|or sysens /s a esJ|, nos oqar|sa|ors ||n| |e| n|dcyc|e ev|e.s o or|y na||rq
adJsners o coscere e.perse bJdqes a|e |ar a conpe|ers|ve saeqy ev|e. T||s J|e
|rceases |e qap be.eer opea|ora| p|arr|rq ard bJs|ress saeqy
Cbsac|es o conpe|ers|ve p|arr|rq ard bJdqe|rq |rc|Jde
D|cJ|y |r eroc|rq daa |req|y as nJ||p|e ves|ors o bJdqe speads|ees
po||eae ard bJdqees cJson|se onJ|as o nassaqe rJnbes o coron
o spec|c aqerdas
T|necorsJn|rq seJp, corso||da|rq ard ona|rq o bJdqe speads|ee ons
o depanera| daa ery
||n|ed s|a|rq o assJnp|ors ard |r||a| oecass by depaner ard Jrc|or
D|cJ|y ersJ|rq |a coro|s ae |r p|ace o ac| aJd||rq ard conp||arce
eqJ|eners
\|coso pov|des conpe|ers|ve peonarce naraqener so|J|ors |a erconpass obJs p|arr|rq,
bJdqe|rq, oecas|rq ard rarc|a| epo|rq capab||||es T|ey pov|de conpar|es .|| |e ab|||y o a||qr
depanera| o ||reobJs|ress p|ars ard bJdqes .|| ovea|| copoae saeqy T|ey a|so enove nary
o |e obsac|es o qa|e|rq |rona|or, cood|ra|rq bJdqe|rq pocesses ard corso||da|rq depanera|
bJdqes |ro ar |reqaed copoae p|ar \|coso so|J|ors a|so pov|de
|ase o Jse, |oJq| |e an|||a \|coso Cce sysen peop|e Jse evey day
Sca|ab|||y o eac| |e |aqes rJnbe o bJs|ress Jses acoss |e erep|se .|||e
|e|p|rq o eroce |rona|or secJ|y
Cosserep|se v|e.s |a Jse |e po.eJ| daa |reqa|or capab||||es o |e \|coso
|Js|ress |re|||qerce ||aon o pov|de a conpe|ers|ve ard conp|ee
v|e. o daa acoss erep|se app||ca|ors
|o.eJ| .o|o. ard co||aboa|or Jrc|ora||y |a sean||res p|arr|rq, bJdqe|rq
ard oecas|rq pocesses o edJce |ne ard eo
/dvarced ara|y|c ard v|sJa||sa|or capab||||es |a erab|e bee ard ase dec|s|ors
|npoved conp||arce |oJq| bee aJd|ab|||y, epo|rq ard ves|or coro|
1`
How Microsoft enabled Nationwide Building Society to treat
over 10 million customers as individuals

Customer background:
Na|or.|de |J||d|rq Soc|ey |s a |ead|rq rarc|a| sev|ces oqar|sa|or |r |e || | enp|oys aoJrd
1`,JJJ sa |r JJ barc|es o dea| .|| aceoace cJsones ard pov|de o|e sev|ces v|a rarc|a|
adv|sos, aJonaed e||e nac||res (/T\s), ca|| ceres, |e pos ard ove |e |rere T|ey de||ve
a arqe o ea|| rarc|a| sev|ces acoss |ese c|arre|s, |rc|Jd|rq noqaqes, cJer accoJrs, ||e
|rsJarce, |oars ard qerea| |rsJarce
Business issue:
Desp|e |av|rq |np|enered a cera||sed cJsone |rona|or daabase, Na|or.|de oJrd |a cJc|a|
daa .as s||| apped |r s||os, |anpe|rq eec|ve cJsone |reac|or To ena|r espors|ve, Na|or.|de
reeded o ersJe |a sev|ces .ee coseec|ve ard cors|ser acoss d|eer de||vey c|arre|s
|J, as .|| nary rarc|a| oqar|sa|ors, ||s .as |anpeed by |rera| sysens, |a .ee bJ|| aoJrd
podJcs ard c|arre|s, .||c| |e cJc|a| cJsone |rona|or apped |r s||os
Solution implemented:
Na|or.|de .o|ed .|| \|coso Ce|ed |are /|T o |np|ener |oa|, a sorq ard coseec|ve
secordqerea|or C|\ podJc bJ|| or \|coso ec|ro|oqy .|| a coe \|coso S| Seve JJJ
daabase |oa| de||ves a po.eJ| s|rq|e v|e. o |e cJsone |r ea| |ne, |rceas|rq ec|ercy ard
cJsone espors|veress by Js|rq bac|oce |rona|or e.posed as \eb sev|ces |np|oyees .ee ro.
ab|e o capJe n|ss|rq cJsone |rona|or by ponp|rq o |e daa |r ea| |ne, as .e|| as be|rq ab|e
o o||o. Jp ard ac| |ssJes o ac|v||es |oJq|oJ |e oqar|sa|or
Expected benefts from the solution:
S|rq|e v|e. o |e cJsone |npoved access o a|| daa epos|o|es .||oJ
|e reed o n|qae e.|s|rq daabases
||q| peonarce ard sca|ab|||y capab|e o |ard||rq b88,J arsac|ors
pe n|rJe
|ase o Jse a an|||a \|coso Jse |reace, edJc|rq a|r|rq coss
|o.e coss ard |npoved e.|b|||y re. corqJa|ors, J|es, pocesses
ard |reaces ae qereaed |r n|rJes |rsead o nor|s
14
Better sales and marketing decisions
|rdesard|rq |rera| ard na|e daa |s esser|a| .|er |aJrc||rq re. podJcs, op|n|s|rq canpa|qrs o
naraq|rq d|ec sa|es ard c|arre| saeq|es T|e ase a na|e|rq ard sa|es oqar|sa|or car ara|yse daa
ard na|e dec|s|ors, |e bee | car de||ve podJcs o cJsones ard |rcease everJe
\ary conpar|es possess a .ea|| o va|Jab|e na|e|rq ard sa|es daa |o.eve, |ey ace sevea|
d|cJ||es |r arson|rq daa |ro po.eJ| |rs|q|s |a d|ve noe eec|ve bJs|ress dec|s|ors dJe o
pob|ens sJc| as
||n|ed access o accJae ard conp|ee daa |e|d |r d|spaae sysens
T|necorsJn|rq narJa| eo eqJ|ed o conb|re |rona|or on d|eer epos o
ars.e spec|c qJes|ors
|epo|rq app||ca|ors .|| conp|e. ard ror|rJ||ve Jse |reaces
No conpe|ers|ve v|e. o cJsones acoss sa|es oppoJr||es ard ro .ay o neasJe
eac| cJsones cor|bJ|or o everJe ard poab|||y
||n|ed |rona|or s|a|rq ard co||aboa|or be.eer sa|es ard na|e|rq eans
Conpar|es a|so ace d|cJ||es |r naraq|rq |e sa|es oce ard op|n|s|rq |e| peonarce dJe
o pob|ens sJc| as
|ac| o |ne|y |rona|or aboJ sa|es peonarce ard p|pe||re |ea||
D|cJ|y ac||rq |||s (bo| o.ad|oo||rq ard ||so|ca|) o deen|re |o. |ey
conpae o sa|es ard na|e|rq obec|ves
D|cJ|y nor|o|rq ar |rd|v|dJa|s sa|es peonarce aqa|rs qJoa
\|coso |eonarce \araqener so|J|ors erab|e boade access o c||ca| |rona|or |oJq| |e
an|||a ard easyoJse \|coso Cce sysen T||s pov|des qeae v|s|b|||y |ro |e acos |a d|ve
sa|es peonarce ard na|e|rq eec|veress, |e|p|rq o |rcease everJe qo.| \|coso app||ca|ors
erab|e sa|es ard na|e|rq eans o
|npove v|s|b|||y o sa|es ard na|e|rq |rona|or o d|ve noe |roned ard |ne|y
dec|s|or na||rq
|npove yoJ Jrdesard|rq o cJsone peeerces o |rcease |e rJnbe o re.
cJsone acqJ|s||ors, |rcease |e va|Je o e.|s|rq cJsones ard |npove eer|or aes
Decease |ne sper or daa qa|e|rq ard ery, erab||rq |e sa|es ean o ocJs noe
or sa|es ac|v||es ard op|n|s|rq esJ|s
|npove cJsone aqe|rq o |rceased cossse|||rq ard cJsone sa|sac|or |ead|rq
o |rceased everJe
|npove access o peonarce ne|cs v|a .ebbased scoecads ard epos
.|| dea||ed capab||||es o Jrdesard oo caJses ard a|e dec|s|ve ac|ors
1'
How the Microsoft offering enabled a district council to
improve performance management

Customer background:
SoJ| |o||ard D|s|c CoJrc|| (S|DC) |s a yp|ca| || d|s|c coJrc|| |a pov|des a .|de arqe o sev|ces
on |s |eadqJaes |r Spa|d|rq o ove 8J,JJJ peop|e |r |e sJoJrd|rq aea
Business issue:
S|DC .as see||rq a noe sean||red pocess o co||ec, ara|yse ard epo peonarce |rd|caos o
|oca| ard cera| qoverner
T|e || qoverner |der|ed 4 besva|Je peonarce |rd|caos |a ae ar |reqa| pa o |oca|
qoverners peonarce naraqener ane.o| T|e d|s|c coJrc|| .as eqJ|ed o ersJe ec|er
o||o.Jp or |ose |rd|caos
Solution implemented:
|npo.eed by \|coso oo|s, S|DC |np|enered so|J|ors |a
|e|p ersJe accJae daa epo|rq by erab||rq | o avo|d narJa| |rever|or by
cea|rq a cera||sed daa epos|oy
/Jonae daa pocess|rq ard ara|ys|s, esab||s| eec|ve daa naraqener pocesses
by pov|d|rq oo|s o e.ac, nar|pJ|ae ard peser daa ard epos by aJona|rq
daa co||ec|or .o|o. ard Js|rq ons
|.peced beres on |e so|J|or
|ov|de bee access o ||q|e qJa||y |rona|or |r a Jse|erd|y .ay ard |r a
|ne|y narre ard |Js erab|e |eads o depaners o
|ee naraqe abserces ard be ab|e o eac |r a |ne|y narre
|e|p ersJe |a poess|ora| sa ae dea||rq .|| spec|c ard conp|e. qJe|es
ard ro .|| qJe|es |a coJ|d be |ard|ed by cJsone sev|ce
\ee |e Cce o |e DepJy ||ne \|r|ses p|o|y oJcone s|pJ|a|ors ard
|rcease |e bes va|Je peonarce |rd|cao (|V||) a|rq
|rab|e qeae ec|ercy ard cos sav|rqs
|rcease |oca| es|ders sa|sac|or by pov|d|rq qeae va|Je o norey ard
beeqJa||y sev|ces
1b
More effective project portfolio management
Cera||y naraqed bJs|ress peonarce ard corer naraqener capab||||es sean||re poec
naraqener by noe eas||y pov|d|rq poec ne|cs poqanne naraqes T||s car erab|e eba|arc|rq
ard a||qr|rq |e poec poo||o o |e copoae saeqy
\|er naraq|rq a poec poo||o, naraqes ard dec|s|or na|es yp|ca||y sJqq|e .||
T|ne sper corso||da|rq ard epo|rq poec saJs
D|cJ|y ersJ|rq |a bJs|ress p|ar aqes ae cascaded o |rd|v|dJa| obec|ves
ard ac||rq |rd|caos
|oec saJs |a qJ|c||y becones oJdaed
D|cJ|y ac||rq |e ||r| o |rvesners o obec|ves ard a||qr|rq o saeqy
D|cJ||es |r ac||ev|rq J|| v|s|b|||y o |rvesner poo||os
S||o ara|ys|s ard epo|rq on nJ||p|e ard d|spaae poecac||rq sysens
caJsed by |e |ac| o |reqa|or capab||||es
T|ese |ssJes na|e | vey d|cJ| o a||qr ard dep|oy poec poo||o |r||a|ves /s a esJ|, saeq|c
|r||a|ves a|| s|o o aqes
\|coso so|J|ors enpo.e a|| |rona|or .o|es o ac| ard neasJe |e| peonarce aqa|rs
conpary p|ars, obec|ves ard bJdqes Js|rq |ey neasJes, pesora||sed scoecads ard epos
T||s erab|es
Se|sev|ce access o |rona|or ard epos |oJq| das|boads, scoecads ard
pesora||sed poa|s T|ese |e|p |rd|v|dJa|s .|||r |e erep|se becone noe
|roned ard espors|ve so |ey ae bee ab|e o na|e |ey dec|s|ors
Cera||y naraqed bJs|ress |rs|q| ard corer naraqener capab||||es |a
sean||re poec ard poo||o naraqener
|se o sardad|sed enp|aes ard epo|rq scoecads |a na|e | eas|e o
sJnna|se |rona|or on sevea| d|eer pespec|ves
|||nae|y, |ese ara|yses car erab|e eba|arc|rq ard op|n|sa|or o |e poqanne
poo||o o bee a||qr poec ac|v||es .|| copoae saeqy
1
How Microsoft enabled Expedia to measure its customers
online journey

Organisation background:
T|e |aqes or||re ave| conpary |r |e .o|d, |.ped|a seves ave||es or |ee cor|rers
Business issue:
|ecaJse |e cJsone e.pe|erce |s so c||ca| o |.ped|a, cJsones |ssJes reed o be ac|ed, nor|oed
ard eso|ved qJ|c||y |.ped|a |ac|ed v|s|b|||y |ro |e vo|ce o |e cJsone, ard |ad ro |ne|y
.ay o ara|yse ard ac or daa on |s J d|spaae daabases |.ped|a reeded ea||ne |rs|q| |ro
|s .ebs|e peonarce
Solution implemented:
\|| a ba|arced scoecad so|J|or Js|rq \|coso Cce |Js|ress Scoecad \araqe JJ',
|.ped|a pJ conp|e. .eb peonarce ne|cs ard |ey peonarce |rd|caos a |s ara|yss rqe|ps
18
Conclusion: are you ready?
|s|rq \|coso |eonarce \araqener so|J|ors, conpar|es car a||qr ac|or .|| saeqy o |npove
peonarce by |e|p|rq evey enp|oyee, o Jrdesard bJs|ress d|ves, s|ape so|J|ors ard e.ecJe
s|aed p|ars \|coso |eonarce \araqener so|J|ors pov|de ar erv|orner o co||aboa|or ard
ara|ys|s, enpo.e|rq enp|oyees o s|ae |rona|or sean|ess|y acoss |e oqar|sa|or, o |ave easy
access o cors|ser daa ard o na|e bee|roned dec|s|ors a |e |q| |ne
/r eec|ve |\ appoac| |s a po.eJ| .ay o |e|p ersJe |a |rona|or .o|es ae ocJsed or
ac||ev|rq |e copoae qoa|s ard enpo.eed o na|e acbased dec|s|ors .|||e sean||r|rq |e
p|arr|rq pocess |np|ener|rq a |\ poqanne eqJ|es |e |rvo|vener o |e er|e oqar|sa|or
|eop|e ae |e caa|ys o a sJccessJ| dep|oyner, ard ec|ro|oqy so|J|ors (sJc| as \|coso
app||ca|ors) |a ae easy o Jse, erab|e |rona|or .o|es o ocJs or ac||ev|rq |e conparys
qoa|s ard de||ve bee bJs|ress esJ|s
/ peop|eeady bJs|ress a|es advaraqe o a e.|b|e, ecoron|ca| ec|ro|oqy p|aon |a d|ves
esJ|s bJ ocJses p|na||y or |s qeaes asse peop|e |rona|or ard ec|ro|oqy a|ore ae
.o| |||e T|e va|Je de|ves on peop|e |av|rq |e |q| |rona|or |r |e |q| ona a |e |q|
|ne ard |av|rq |e oo|s |a a||o. |en o ac or |a |rona|or qJ|c||y o d|ve bJs|ress va|Je
/e yoJ peop|e eady

T||s |s a pe||n|ray docJner ard nay be c|arqed sJbsar|a||y p|o o ra| connec|a| e|ease o |e so.ae desc|bed |ee|r
T|e |rona|or cora|red |r ||s docJner epesers |e cJer v|e. o \|coso Copoa|or or |e |ssJes d|scJssed as o |e dae o pJb||ca|or |ecaJse \|coso nJs
espord o c|arq|rq na|e cord||ors, ||s docJner s|oJ|d ro be |repeed o be a conn|ner or |e pa o \|coso ard \|coso carro qJaaree |e accJacy o
ary |rona|or pesered ae |e dae o pJb||ca|or
T||s \||e |ape |s o |rona|ora| pJposes or|y \|C|CSC|T \/||S NC \/||/NT||S, |`|||SS, |\||||D, C| ST/T|TC|`, /S TC T|| |N|C|\/T|CN |N T||S DCC|\|NT
Conp|y|rq .|| a|| app||cab|e copy|q| |a.s |s |e espors|b|||y o |e Jse \||oJ ||n||rq |e |q|s Jrde copy|q|, ro pa o ||s docJner nay be epodJced, soed |r
o |rodJced |ro a e|eva| sysen, o arsn|ed |r ary on o by ary nears (e|ecor|c, nec|ar|ca|, p|oocopy|rq, ecod|rq, o o|e.|se), o o ary pJpose, .||oJ |e
e.pess .|er pen|ss|or o \|coso Copoa|or
\|coso nay |ave paers, paer app||ca|ors, adena|s, copy|q|s, o o|e |re||ecJa| popey |q|s cove|rq sJbec nae |r ||s docJner |.cep as e.pess|y pov|ded
|r ary .|er ||cerse aqeener on \|coso, |e Jr|s||rq o ||s docJner does ro q|ve yoJ ary ||cerse o |ese paers, adena|s, copy|q|s, o o|e |re||ecJa| popey
JJ |o|ors \|coso Copoa|or ard |o|ors Capqen|r| |S ||C /|| |q|s eseved
T||s case sJdy |s o |rona|ora| pJposes or|y \|C|CSC|T \/||S NC \/||/NT||S, |`|||SS C| |\||||D, |N T||S S|\\/|` \|coso, |e \|coso |oqo ard S| Seve
JJJ ae e||e eq|seed adena|s o adena|s o \|coso Copoa|or |r |e |r|ed Saes ard/o o|e coJr|es
/|| o|e adena|s ae popey o |e| espec|ve o.res
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