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Propcis,<:tl for khe City of Santa Ann J PMor (yan feedback we received directly from clients and the results of our internal performance measurement and management review, we have introduces improvements that have: Increased Client Satisfaction with Inquiry Resolution Timeliness Reduced time required to implement services Improved Post Set -Up Product Satisfaction Reduced implementation rework and errors Simplified our on- boarding or set up process H; J.P. Morgan is committed to the delivery of superior financial services and solutions driven by in- depth knowledge of client requirements and a commitment to high quality execution. Our quality assurance practices include a disciplined approach to process management; performance metrics and satisfaction indicators that are linked to client priorities; and employee merit -based reward and recognition programs. We have a number of ongoing quality management and improvement programs in place for our Treasury Services, as detailed below. Measuring and Managing the Client Experience Our quality management practices and priorities are anchored by a number of programs designed to measure and manage the client's experience with J.P. Morgan, Through formal market research, sales feedback and client satisfaction measures we continuously validate our client- driven performance metrics, and quality management programs to ensure alignment with the current and emerging needs of our diverse client portfolio. A. Market & Client Feedback Communication with clients is the most valuable step in the process. Included among our client listening processes .are the following: Market Research Through syndicated and proprietary research, such as the Phoenix Becht. Cash Management Monitor, Ernst and Young Cash Management Survey, Greenwich Corporate Cash Management Study and targeted in- person interviews, we validate our performance against key competitors and ensure that business strategies are finked to trends within our target markets. Client Satisfaction Since 1992, we have combined traditional market research methodologies with direct client feedback concerning their experience relative to the implementation, servicing and ongoing operational delivery of our Treasury Services. Rank Report Cards, Service Plans and Relationship Reviews J.P. Morgan's Treasury Services (TS) continues to be a leader in the development of client - specific measures of service quality and relationship management. The value of these client specific performance reporting and analysis programs has been frequently cited as a key differentlator relative to our competitors. In addition to providing an ongoing view of our performance relative the client's expectations, these plans ensure ongoing communication between the bank and the client and continuous process improvement. B. Performance Measurement In 1982, J.P. Morgan's Treasury Services Group, developed one of the first comprehensive performance - measurement systems in the financial services industry. This commitment to Ppirle T 55A -27