Champion Inclusion and Diversity

Perspectives Measure / Critical Success Factors Customer Customer Acquisition Customer Customer Retention / Churn Customer Customer Satisfaction Customer Channel usage Customer Growth in targeted customer segment Customer Customer Profitability Internal Business Processes Business Visibility Internal Business Processes Business Alignment Internal Business Processes Service Level Agreement Performance Internal Business Processes Standardized and efficient processes Internal Business Processes Supply Chain Effectiveness Internal Business Processes Network capability Financial Shareholder value Financial Investment in new assets and markets Financial Funding Financial Efficient use of capital Financial Grow revenue and improve profitability Learning and Growth Employee Satisfaction Learning and Growth Traning and development Learning and Growth Retain and engage the best people Learning and Growth Incentive based performance structure Sustainability and Diversity Leadership Sustainability and Diversity Energy Consumption Sustainability and Diversity Carbon footprint KPI As-Is Target Close rate (% of qualified sales opportunities) 8 10 Customer annual turnover (%) 5 0 % of customers that are highly satisfied when surveyed 65 90 Total active users per data, sms, voice etc. (million people) 326.2 350 Revenue CAGR by Customer segment 7 10 Growth in Average revenue per user per channel (e.g. SMS, data, voice etc.) 0.8 2 % of analytical data easily accessible to authorized decision-makers 50 100 % of org. with auto-updated KPIs linked to corporate objectives 90 100 SLA achievement % 90 99 % of automation across processes 80 100 Percentage of On-time delivery 75 100 Time to market and deploy new technologies to the network and customers (e.g. introducing 5G tech.) (in weeks) 6 4 Earnings per share (EUR cent) 5.6 7 Free Cash Flow (EUR Million) 4,949 5,500 Financial Leverage Ratio 8 Pre-tax return on capital employed 6.1 7 Gross margin 31.7 35 Employee survey score 84 99 # of online and offline training courses offered per annum to employees 50 75 Employee attrition rate % 75 90 Percentage of rework done by employee 30 0 Percentage of women and minorities in leadership roles 31 50 Percentage of electricity purchased from renawable energy soruces to power netwwork assets 25.9 100 Million tonnes carbon gas emitted 1.84 0.92 KPI Value