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Wires Domestic Wire Transfer Services (Global Clearin ......... JPMorgan Chase Critical Quality Measures Previous Previous Three Years YTD 2009 Months Full Year _..... Wire Transfer Accuracy 2008:: 23.24 Oc109 °. 0.0'11 Definition: Measures errors iin the processing of 2007: 0.17 Sep09: 0.007 domestic wires that negatively impact incoming, 2006: 0.30 Aug09: 0.029 outgoing or internal transfer payments for customers '.. -- Performance MAP +: 6.0 Errors /10.000 Performance f'arceL:.40 f-rrors /10.,000 Same -Day Notification Timeliness 2008: 44.45K Oot09: 11.i 1 % Definition: Measures percent of wires received prior 2007: 69,58% Sep09: 13.77 /o to cut -off receiving same day notification through 2006: 01.23! Aug09: 15 -:02 ai Information Reporting Platforms -- Performance MAP +: 95.01Ye -- Performance Target: 97.0% Wire Entry Speed of Answer 2008: 22.44 sec. Oct09: 9 Sens Definition: Measures Accessibility of Wire Transfers 2007: 16.25 sec. Sep05: 21 Secs Personnel based on speed of call pickup 2006: 38.67 sec. Aug O9: 20 Sees -- Performance MAP +: 40 Seconds (sec.) Performance Target: 20 Seconds 4secy _,.__- _ -...., . � ................ Wire Entry Average Abandon Gall Rate 2008:2.45% Oct09: 1.2444, Definition: Measures the percent of incoming calls to 2007: 2.47% Sep09:. 2.52% tho W lre Entry that are abandoned prior to call 2006: 3.24% Aug09:. 2.62% pickup -- Performance MAP +: 4.0% -- Performance Target: 3.0% Straight-Through Processing Rate 200F,. 97,10% 0ct09: OS% Definition: Measures the percent of items processed 2007: 96J9% Sep09: 97.11 % straight through the system, i.e., less total repair AugO9: 97.02'M volume -- Performance Target: 97.50% +MIr}Y(nLlM .i cc Etabfe PerfOornance" DornWrrpQuahtyMelrlcs Overall 10/10 109 55A -92