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Table of Contents Dynamic Forces are Driving Changes in the Organizational Relationships and Role of the Transfer Agent Significant Growth and Increasing Consolidation Product Complexity Customer Confusion Multiple Distribution Channels Customer Service as a Differentiator Transfer Agency Role within the Mutual Fund Marketplace Transfer Agency Trends In order to develop and maintain closer relationships with their customers, mutual fund companies are moving from full service third party vendor relationships to buying unbundled services; for example Full Internalization - insource all components for greater control/flexibility Merrill Lynch Federated Customer Service Internalization - choose “best of breed” services to maximize results As a result, transfer agents now offer a wide variety of service arrangements, including shared or hybrid service, remote service, and facilities management Customer service and product flexibility has become an increasingly important differentiator of transfer agents Movement is toward consolidation among transfer agent organizations, with smaller providers seeking critical mass and access to additional technology resources Objectives Improve the quality, delivery, product flexibility, and service innovation, in order to capitalize on the potential array of internal and external customers to whom transfer agency services may be provided Provide transfer agency services in a manner which maximizes profitability to the firm Principles Company A has defined an aggressive time frame (by year end 199x) for completing the transition to an improved Transfer Agency environment Working backwards, we believe that implementation activities must begin in earnest no later than fourth quarter 199x The timeframe for completing the assessment is very aggressive over the initial 8 weeks; we have also allowed an additional 4 weeks for internal review, approval, and funding Critical Success Factors Ensuring that the efforts defined in the assessment eff