ࡱ> |}n!. ;>7PNG  IHDRXgsPLTE8iҨk$Dr ,`ƺpRܔiI)^}lMqnPy͹JdeE!Xe{ͱTn$Zʴ\s~c4Q|&\B]hIjKvYtqTq+_ѿ Wz^pPUmpR]:㜪x[mN1dPi;W/LxgG|tWhH'\kbAϻpP!Ap˷КrTsVƯx%[wxw=mi~oQ/c -aTtRNS8KgbKGDHq cmPPJCmp0712Hs+IDATx^흋_)PQ+תQH(XݫlEHWPujKL2Cٻ&d9gΜsƑT`ӺK2>Zffւ#{!뛫W܅^ z /oLyBYwww2-B Sapo>S.cBogh@ BYil6'_3#U2\8C!% _o-U,[ t.vktŁ©EnU-E*@l*g%J>g/|=U[ |b<{YKzڇGh1* v,Rb(za!Ÿ!$gB` #S?bU^P̡s5 ػ4Uz`3/qPHU Y@*[XO'g[߳&t'o /m~ uv|M4u$HECLJ}ח~yJX1M %B큨β}7ڙ:Qfd`jY5o5Y \:qÃþeRPdI|pUff._RZ4?Ebg-qx<. sKJՁ!1r>nH}~ `E~AO wYFb`ӖY/K~3Ӳ;5PlKk.kUDOj[_vV=pW̮kɻt^"޸aSGp`e6 g<2v"X]UOHL~9V¬b} U+~i+ wDΫ`]t큅v1VXfswF EC 'W+Uftyx!q1;-R\퀅ĄDq̵oԡ/v0 DiQD)7XZeqll 1BUXC̙M_ ^ mPτ?\hUUh+-B8^ǣVʛ`LFƣiyuqtw5?.xkXY~ﱼLWXWL=Xt]D #GL-?mhwzs{BKUFO7O^b4 ޺83ozlbUJdm@b'R ofhU3[·*BKgeU3Fy>.c |ݬʝ(>7G[ߑzL>qCW궢7LHO{`" u9BۚvKuW뷒w市}rϪJ㪁EK[ ҫn&sWDzA(VW/ MX5Z_][ڜN,IUR`mE ?QkW鶢`b?+ĺڰR6+l˿S*b_]ջ9+ʝ̲B E wxm +tZ[wxJ`L%ǺS`(50~zT/pʛ#*Xu=IMNںձ1{T#] \"H9^KQ؆Jߕ=:$#[*_fnEv =E79Vٺ{݊>netbV,6q~P[=YFYw%Qg {@ ϝc2O {nDit:a>UnOzlF(43XĺɻOyRFDܹUn_ϻ,䚐*X3y) M*Xyv‘>\`GI!J ֭k{2Ot*X6AսKy/- Xi.5I,驫n"0tinQ#S\w㣏.Jv] ?ޑ6z🥧sc;z?S׎w{ wimI5:եӹ^Yoݾx_-nv'B#-ώg-Te3}uFzv]c;~Ln9r\]ӧsCG{'a,W5pu @܁$p5uboГщ7B[yKLlrG>7hmn "1c?~/^#'ګ~ϵџb N&"P+Ґ}r`C?)C"~ WEdQhB=o)uo3hT71@PgZ4i#)FS pexk)5!ѧȨ´:$/'ZKem-[:k!ICxvpY\@z'"}a s&`wZ{йZŸ:*JdB.KXNdrit" b5hyk6{>xԃ`V6f`J. 25%lPe/Fôp2Uk{^ w,C}l| H;2 W`Tt/Bo'aſPio@#y:Ṛ#{c"!3p\ Rn{5 59^ \-pG95eO+H Ձ&mQ떤MW.|7zUiB~j5YP7F>>|Eσ,fiA3.ゞ X.gh?8*{ƪ0t\EPJրQ>O``hX!6&H0@Kw}ZyZhAIc#+9mcӸH#ZJ$z}br9D23Zcq ;G\%pJf}S{6z@os$?humOG* -怂b@Rs7<XbWO`14AW 쩠XU^ K[PU:@/1Bn"@%KU9$ 5~ y \Mң~&X{}hB/\^7+lo:t˝~CAB~ ,6$\Mlcndj ҍ(Wk\D:XS9 n,;>&0#|UɁf Q\By\RjqGDV1.b;!([bj>_~Pg)Xcjl$u= 80x8 ‚Ut- W:tʎK^NT1N+_urA\CLkΡh<7p{We>_V..^=U6o`ԕ<~+_j d x;3լF2?88-܌*ju:WW$pJ ̸ kmmJ1T^W:)Q.GA[ѤwӁ"C# 5J6K8sv*t$=?9ė4XiHbiqV+#Wn^8 IUhD Ol;}?00 j i V+be:wժ'Iו8v4 Z|F%k%`wU_SgNbGH(i 42`w卙3esrQVxg~_MLv,2OJrF 3mY+m!,X,4E{ HR: u!\ lx9ؘ (:L:2^cGET-@iSm_[-*`-D {B?cLMWG@[~ڀ9s+,fl9eE5H}C{6kO}t!e ׅvo,r6+^\ y1t0T!T7WMJb܌[`M$Xye0vbEiSb?Be[<3p%|Xa`<8 6^RoPԏ 8Pi4cYxBHC(d 2>XSR !6Pl`M0`-A䋦 Z2+iVXxڪ58c4X[vs`0Mè?ou85XUr3VjBqaZV# uH&*ͳ'R, ,"(1E7px`T{.fB>geCjp^XLD3F-7ICh.w^6H(R#3EF)F{*X̱*˃7)Łi]_絒כ`fJҡTS[EXzp( ڄ^xFMnY?CkuXػg5Y$[2b6käLS[ 1Q-(KB GJJEwZ47Z}RS_a 4HذSܶƻ'A(ZJbΈ |՛klJuKYZ@N3U MPl{<)RkaQq~XyMHefk̈t+cnMB@KI|Rc!2s#`S\ifN,R3zGTyN3=&^P QN[ 1O4 5惉/ud-_Žw,F 3yލZh Y4X$kF8sOe,PyƓ2 }m 5&yFȺQ\1\OZYwv#qڿ/64^X3P{04T&:}JjY`/C!(G]yP<3}W({xV8H7Z%H֋EQx_*Bi*F4v3n8UxC+F 2XGZtV`ZhY׎7Ċ8me%q̓oikXxG.+=*yܔkyEBU$ӒBb1%ɈcQ$˓zn Xt<űt["U쀕x +GK'L!eC6K-uH6RϮ, _Q!Wk2g4ĦBihIlXOp,a `LBI#UO.gei}| `usQ]ZMUGӉpկZ܂6 GfIS`xpRq궤MdpV3 p7h2E+jŗܳ s{尮%hvzQʽ m p_~.@| S"&BQ2FEeLիt`Euf6u INeX{ N,X`GCXg2[MVFzU(XE5FҖyXul4CxѴ^s'`.lmޏl_]4, -liUCQm¥H FS *~pWHOX9aRCу`vQTI/(R ٕ+|1g?\Ld^SJA'ldь2:D #5 p4_gJ'tre.Ajde'X1}PNT\J/,/v.>93X%Y]y ?G-&e;׆`E ^(Mgc ]v.Z)nEruc!ʲ!eaqc ӁŬC藶98"Xʹ"@6K3vd$ Ĝq3{F;'frv~!X?qZ*"E`7G 5;z+S<:'Jtb!V хBr1Xkp&ptO;eS$$3+vb` 0/1vRf߳Mqs"4&vUz!cp`K*ƹvT=ѪM.f!X9iGUc/pv/.`SPUaɦT?R.OBQͥ_3D>عxgk_W}N>Sw FT#Ut p 0kY$e90QzZ~,V텞B$s#֡9}n/`1-=Xt s{q)0:w=رdEK K,*S^'EC?l{~Ep} %RsqZq{,U+ԥ &ߩ|ޟ֠VuRidRLY;~]@ Xnr3O[$9 1cO -43Dښ YqԺ6@?dVd{b2lēei0XA}`EbH\k2[ âDzt 8ڷ= j@9H?՞`,Ҏӭ1vgի?Kj4췶쫶P~Cq :9߄[[& 魺駪'4>=ģ= ybw/ $ ,3H`8)Kc̄wuZsT{ `"#v蓹9G۪bx_|!'%ܷ/G-&4EgƗ UY|~}h$mAy i%>59Ԯ}$uGf@6z Xu<9 `\ ߋ2J=m^~x¥곳ߔ@mmb{8?H?B(EfgX(ɶ3|+ǟLkb6\'(XBU>N—/Q` ,@Cq`5 1ϗPiѤ$\(q[˿Aq7@mZ;6D8W(NjՋU3fk䪁Qeļè|7}4I`R^B]Qƭw[sA(\O R>{#zh|z4K5LT0UtD߷g ӋY|>}~ivo/fb$q[ɽ/dY&g*1Caˀ(:ev7Sy=^Jp`̀K)9h|Uj1+Ds7KE{KizKRʝl]mkqp hoDֳl>l)2o ,"S\CMޣWz?6x\)ؠ hɻ]W׏mo%/è bp`#Y}Т7 (>_bҟpw`!D}n_`-}wgp$ RÖM>D/p){St7?BǟO8? A8FT&˲j%XhhBDUh|Nq]dv]C;Mu۽]DjNsهatxBM#њ9꽯jrno(aP`,ravvG{=.'{+'z DeVg Ʋ CށQXyK@!B424}H8[X8S{:a\:p8rKiUU>t1e*ixhW/b7Mb5sUǛ5qnE$#8) ]\aB x /[V\<*o`==(`ݡ)eP.1Q/o`CYbE~Uf'e`' ,\B0Giց2}}K3<0!Ss14VZ5mPWH?Ǩ^v1((;\|z؃ B.0ɒPDNry~rBG69IM"9ٰX+&~焺S +N6̃`,dD+mh2~ʣj75n \.ZGrX ZiȦ*v붠P3h#F>gzekr[M?'sI*V͋>ث%XyH_r>&jCN-/ άN_yh\'X U[P W/Rn󥊀^m,jPۅDV'Hywҁ0 W_`2m \JH+חH'ηƽUX }kWXk_I]6B2TAJ`?D&IENDB`Fvn&AdGspύJFIFddDuckyUAdobed   ZX      #"23 !1BRCS$Abrcs4%56QaD7qTt&89 EuԵv'UF( "2B!1Rrb3AQ#4aq5C$6Ss%& ?vQA3k7ܤBН믳)S 2ēO;jȭӷRP%*T4(E3b!Ӹ:M I.H3'̅[vqYn$LⳫܱA Ⳃ(q1M }r \ru)xFGCc@g(̛1%gR8RCh'%)DFaUtSq'd''J@,β$9zVpA^B~R%μN^M d Wb ! g (rt@/U&_UA,į BDnш$W@Ĵ`CjIVq2H_ҹli-xnʛA-~^u-VObIW%4Z+)P̴ZﬥDY UDRf<唩Lh}rTYO>e*S&Y:g3ݱm RT*DFiVnk%%9 `=Re*)mϿYJ6,Jd4`&".)p͙.HGt[cpEs.1|>ɰIçmێTE2)Gyz 2ܥ&C'4 c'{RqYPF* `qjj  ?_ƴ{%dŘEZm#OGKgG~ U^g E}/8IN1nhJSU6h|`9b[4>gLߪ)/GO'*歌4- x۫*{++dVB?#/x6r '6`a&.}թEI6JnSs%.aU \qȜ=ዂ>H$EY@Ǵ6-&UeDR2!P2lY NlZCFe!f-LћÜ`2-L|UMRˡEf_I#IXt:;qc7ݷ]\_! }jL@$ƜbeUL*dQr4ռ݋x + Q*ƅI+h}r%QYO>e*S,'ܲ)mϿYJ6,JeDR2w^!,P2;\RaگkuT^Nb/[.JXՍѸp}9li oɸm/ib"'(nV(NKwZIGBuNv3 = $P SĖfL,)ܓWL3J*ɪb]3xLjpEBMHR $18ϴbɊ~^͚T/Wѱ  pq唔RD=eI32÷Zv-[;Z3D"Sve&QQm/|ʄlAOOp+\DmTA+gW OrɠKcE$ÈF pͪ:.벌3#JƯ*Rc֗ݠF\" h(2G*DbTpkm4|E]w_eY ޚY~S@0W/u:"z{IaJw"͂6+1c۵] 'hg;{_yHMJg=J)<;9a/ˇ-|J_V˽}FYݜD&0%6KξL};2Sw%ly\01'%{ڞdPlmr:fj]FNE?U4.!v^b;yUϧjyttҋv8S$))^YQE(ɹܐ[mYJ,н͑yU29P2N[n zmjIH%,iid}+8ZܲImd$Y$IEzqsl“&3 ~JW^Y9Hr`Ï+8(.HJDObaHtnKX2"!io&xdʧvy~I|7/ IHxG$Ht~Fq)>, ?#mC;P/c̊/{N Kkhe{d{/pGmU}f51VK|F-E}!-AYU Ċ65@LȆ+ FaK# {clje_WUJb֬"ZTV=S m0XƿG ?X5lu]+L%"ba!ԫ֧ώIXYD9;J ^东Tgf(S`͊%p4ZۡG*V0 czlUꪈijDdK|ʎ~5_"r{FFmlaXKTLgJO g#2OIyTS + ѲGF'; ID؟pR,m@Y>Xkbgd\0$" c≇ԛ=JGdoqf댸T3x$7$R&y_erʐ0E)Tҝ-R?LSG'k D3 }o.UJCc1n='g@x*P%@{c݇YOɳNJ:S4Fv5^[BR窧xr dd[ciU(HFYm^̔^^]5W*TsejŌ:$\PO]Әt/)LE˴;)E 0r6A^țLzoQPD)wgzgj-0`$saDl2q9&QXZ"*H雼3YI?0)fq\).n'yuh,,N i %o@GB֝>pɋdR%!S sĄAO9 Ln)Df!a !|Z[UE/0KT5UVwfbgiwnIhƼ`c'TKXcdDDYW +"7TOGPu jI_cGUt{ECYqpGZr\ꂏgr8~FڰV=IIWܪVڜ#pu>RRNUv}[#Rb]CCIܪJRRYM֫8HNlVv'5ZU=ч(uVeuGHrDV`AIG 3fup$te+ׇL!"M{˕BJ 0S#K[vEk"fT_hO`^ii刊U;2$_FuI ZgI6uukn Z+buCL @s(}}T51eIvQ.ޓI:/ yZP7bvHr4 fҝN IHY-R̺u3MZ*jfQқμ7+Fq^D?ZAE*;䏴L/蒿'f[!ےu~M*'e̴XkkL)=ir̅86,蒀@R½'݂r{1M0A vu#xl`:v$5(+Y!@bE,lz}'fͺM嚱#1\aqy6}e<9LvV~ͳ3M?eJn/9M1T npd[6SꜸ7i7{|9JE Izr5! QuyUUk32'0Q". зkUlH5lAY%VqqxOr%I,I0Uރ#ȕn4V$H?yƸJ mCr.UfkΫI jmF+f#ϋ W68Af˳ԢCĝ9TǛWB$ :=! dt-!Ѯ)\Aۣ͆>DE2 jH'G*o%󱨏c?R:O2FPdVS(:Ƿa1 cȊb51K* ɪz;i@5o7~)teE\[338n3w$(FNE!t,[1q[\-6|K ^q7#S&㜿($%[w6afF KqhXUQ)HI<21J6Շz\X.Q-UM;EP0^``4u>s,Z%j4ǃ# 91c:\q,Q]0ZΙ|<1:pVV1/]*$Վ%R@tj}\<=ڱ.JͩM-&(J2D+J"S_z¤e)/0ћX oi- &S12**^pV)08g[fnj_ib$$3tM9!DA$zlnK3d$JLt[t,n(wj1^E2ZPF@8‚ݎGGlȌ:2k.IyV=NRN4h0No]o:NC9z20I F. bB, q E| ])u4LΆd؈Ұw|ھUj2OTNf!P^#l krk "7K,x;Cb=d6=ě#&6ז$zI3T{>ۤ=! gS.;eII\|}%N<E1qpecIM^d"U5k}CcilDT=uqEQy8tAq2@:UJ$W*ky\)3vx}! ¢2hlulk Z{IM1GVusTtu/& #;bqgNr- SFfWםl9]j&$}pksZ3 J6RA Cbzd;vP2YEٻV~piE 2gT㚄湧m NJp`;X K-j9̈Jnh=AI|[~ۇ yD9WSäjvuxE3a6*A%V~,ڞ_[N8ڪ A/KsWl*ilCr/G_XDUSr` J^2|}*]N#cx[O*qaJU5K)e>1\g(7`;m͈81WYluUƟװZvE42:Y\Qԍ&{x]e6rP!*we焋ӲIƩqOE:um01ɳ=UrlE[o.mVV2thԞ2Jt33vCBv@Gokkn-Q1”W٬7gƞf#L^U]b*)bvTL~ՓWJۖjqm{F/pxݪy(+_)ZB#0ivb$cA'? kbzC''Z{ZVGfoϖnSMf#N3y`zjQSPBK@ y>F7h&WD#1.,R&hIHidLv \~y6q]_7jzkOZv֯2Yd$$qAIEHTWxaPeCuŊLث4N!7;H0پ.^$󭽺a'( *)=9OeSe-=918Njj鋺.pIW!ޅlã˵C+a/yZ)JE̐ٗrzȮ&2~Jh\[n!kM$E:B"Ed\^pLTTf1&08ؑo#l>Z,d"CRim! dicSoii0{[D3)x1LG xk^Ǖ]UK1 7I3+8SSmyePn_"”3{N@r% *vi2ʡϺybQ(l梀w(ǻ;v7)Bmq*=B97)Oڬh-{I#{[hJm.Ξe l% [| 88$fCɧ_2\Ɣ,8L,[!""2J(r%%A3VUߜPHOҜW9+J@w*|A{B$$Lw9{ЭJ<:-˒G 2[BM i %]axcGa#:$&5ݟ!GaN\4> iYtr}ݟdG(KIHK BbY|2X1)"ʭKH:ԦK2Qf3)]EȀ_xyw>U:媎`̝ \ R9QQJK೑ a}e,ɥykMEvye(W8{_Yd˙KSmwj6Z"Ml 3&`s?l>)cnI&ճ5Lr]&(yMfh+`r^GrU֏BaW5WtS.ՇQoqvKKԥV)t4{4މH-K u,6Nvn j)Iyg""nf]=ULאqoV'l%VT_B:I1DH)#O\/(֙E۲EԆfWg+ݙU&\!}nxO"":J2TT12 [ȷYƾR-YXbMrQMPY7Ί2וKĭꨧT9"%F{Hm]!hC("i&d|tڈ 3 <FtG ~2u[Es<κ$D)?̗/4zW$Y<aÈB\He ڭQIsHGI\juLqbE:^-00ov5&G]02`[vgbʲʂE9It Wo31G &̓"T$C,ՙh82I[hvurxz.3&+d\/GʼXbCr2<PfЩ*J|"8BD|1 ;K 耠f`畵SP+$|$u2Xmq2D(BǶh_:U=:pJ#P.jV?hL5}(lۻ~ |7W{nm*3=5)ݍf*G-j8k 7\Bu'=v>4ݘWJ&Lۈ_ xa."u:(*Q"`\;]{xg$tcYH!/؇0tcW9TfFkUnL>Vϵ`Z!% 'o%e!(*Qҗ-7S%1n /'v@;/oXY9>x.]~E):iTNo+!ڷq P鰉ؘ~gðaMnZ;;r?T5-,/ !aU &\8 `v{PN^"Ȍ&u ʋh' czmn"HCIN79+RdT^ͺ&량,BP{O zlL}9zB{//%G,b px=Ws&ە5L&r~-YQ$$\A7ޢZiځͥL¢6ZAffI㏇']fh[,ĺ2~(xT'F5YK6O#yBaz; @O Rę|u.5K8X]Hf%|rujHI8P ǰux%o y dh1$ ['|ݔΑL+Ўںp|䃄?8k9Ǿ Sl)ȭxJdZCd%IUoh8$7/f2!N (MbhQmTNw#_4>b 6lH^͙#,UQ3b>/lY8_f~SkKD$U)V,*x:?ͭj*jh?v{iҗ Z"5rO!83ĸuàJ9a OJV>f_R JHgɦFdydȶXY1) cG:@hCdZռoIrk04bS"܊2/*2w&V:~ouO3n)xCGuc} ҚiϘBwKghFdܡ<H"eܸ6->Ҽs~.uCxU˹mwY3g"6$m' hzތ"2󃮓DNFʳn}pp1=] )-=xNf||y2X@gOmޥTk5ny2ծֿ:튘V:$Y$nQYvQuYFlag[ 'ZU`3iV{bjVeR' #pPMȍ NǞL+fto\*ZN}%MЖt7ΖvF.:6tӮlQ,j7Cms֒#fc|*BT.$Dؔ\D'gӓq/)S ::RVqu<96oԓRlvJ%%\͜Q )hwrRUxttQwfR Ûzc' #iVDpHJQ3]]4ۘI[3<˨C1)5kϯ5UM>/[PXvuRUI>3:05mƾHHy -bnML9HnU. ~%Mfi3&r7Vl!=A7AQ1 *!t51T\|{T#`;[F2`xKGiQ[tzއorTX8! _ !pCʲ pd@lJ65\kT4k~%[0#kgCqMAE=q憜KTAbꭘ)Wq)Ɓ@GLMaT$%) ,h|wCn5&W~.l?-'+)sid#ȒُH`RBWD:E/`t>wfLCǧ鱜 c2lk+=>%s≞X{ o&Gű1˔Ib?;2rz37h3yp2ydشF!!!Bu0'u(*[VR&ϣ6-D֐Zk)aWB)xf$$d+%ps_m]Un4_7 a+ ._}sרּxv_mz3NZLԢ6btyBdp![8 jԴXмj7Sva4J%LT. )yK$eB`ix `iBL7!YƕsT]*g!WU??rl?Zu.ԫ}RT7v'MךV3/*I.371J [4%<&w)8H@=}CuY1\e$_󘇤{+:gI/Xڗ]f+]vGeg9de16zF㷨ZA\ȼj_-nSa*:QK%1T!¥JPϸ94.Q3'/[?-":z;mYpĨr*ߤʶī+;2ٰ#!O4ޯ+l_kt2v횺VV-ͯTlb ǡmIkg_/>饌x4յw&ޙXIqAE HiQ}'1؊A> mMj"9'^nAֱ/ #e##[C"܈n ];{[N.a%]S˄ۃ):o#|vnqY}I"Xո3q& mx%zo xE5P27_rICS&ߣ`"ڬxjJ)}X)!?Wo`uxHHf_!R9Nbe! O~j^UfDVn1kt&mB6bhX'HkYݫVKg>#&L6-P='glb~-_AsRf ~vRܛdd,,<_ʼoRFƴH;8a#vkxVsG1ʾt j˱N]ʳ{eK,Lt桧贀v/B#1󘏍lzFto3Js+Y|f8<3GqR )I`I>&V5Jӯ[I/km֭B/G؜&K(qղIB*+yx~6mD8idp]˱TRXݙ|延V/TIHd'057zn> qRbV"ͫ:ɓBAI .3yIeK&.;#Gnu͚DBP;R-ZwשyO\ qh%sG}nd'x^<܍d5 ۇdw%GȆ, sUM*ylk|j)f^t_y/p,l|FbBG9QW;@S_g]HVoK|LDs^aJ G 9;@Bj\/ {AU)5CUWzck<ݩQGĐ=f& %{E3*Q퉪c\i84TS0m FHd$rK;21t95%&̔`-ɽXǖZ_xC:.BVt}xf2qlGD6n]32DeL:йOMdjiFY;k5(̺81F;{{s-4rʙhHMox^hmo0*v &*V?HX0wdS)uF. "M>:)*g$zVA@`10Շa3y\21$+z6AkUU`j%3u.^˙/;4S 32j'*5'fa{dB- Sͭ/Q,;J5Bc!\ MVEwRJSyf[Q\5%U3'4ܓ~SVW4TP?Ca9Эbz;1F 4L3T/Wtʉ"$&Rz7O>sS@ >=%nW)f\.$s IspR>`vm8u8[Aጅ/=~Y,IvC4*jiݮu$ErgMƕ`D"ڑ=;@eĄRqxJJ9qLXS bԣI}㵒68.kekȧ 4J 8dGu_')iUմ)2޷J1Rygjq=-m$6bM&2TXE7vؽ 0o:AV"-iKTL*)Q-4;C*fGes ~ I4C,yn!tyTBQ}OmYH̋2}r+$=,mGNCxn Ъ'bB=?MHd=N62d`X wkR,fU/Q|.&*.ϕbRܓzGh$?||EzncJzD[ŷݍ|g]fI:33%GF"x<`VvFY%@Mj*|p+u!ǣĵlP5Q5+ʶ č7N0V1"_*4!u$Yzզ`dU<جنml0lc ^ʶssr B#*|j*?V<;+&(9R+b0q9~aڳHSR^/N4L:׵yIJ_,hgܞ}19gô 2U;K+ΐdNBN3Ezw-n<|=F0j7`? ǂ/F;Qvg'3/Hھn4}RY?ޯGC& dS|̫";;6#̛Ӻ7ު|S oě|[OόЈ{0>̱46 G`ߕhzʨJUyXΧ2w?J phkYȒaLHWq7 +*+."->dW"i\Ҋٻa|k 'GJ!oXcKZB^;tu&ϤY-L)훑Tvӯ1Кə,7(OHߡJEn4-4Lz)Td~ r`A-9V+l 0/lmUP93oe% V`FŕK|x<쫬NT1!}$öօ&ˉxM-S!2ZOn)Ss[$*۴6[ϣeZkMyd@K?[RDoiX >.o(8f 1f&ĥ^w5uN2fPdFεՔ $ 0xx9hUk[ra/Ui&ٺqSE<ҶTjEW3/0Xo8']K[+謰ԍEHI2Kk!u%yT +Gm~L;]}ytk[BU̝;Gs& sIwN\WrFnao2v*z+.V:|L<~(ɘ$8D\|{1+xФ1ߐd|۴[|hf*R_y~;zٹ 4sёGڟVeLq]B?ã:!ǂ.fƛe&ydzwIzٷi<-);URp%yO` [IKAudEplU>O ):DV3H})Ƃ(X%\ƸeymoE=iٝHed7#xp>>.7-|rGU/UNҖשrL$j{)6>eNi32'YjQLTnӆ4cz646zӷ.kUԣkoF<^r%ٶ+RK 2!"5#\LYPhILp8~e.2[c]A6b +-yt哲cs/s' Q{).KE…xΐ1p uڵrilkû94ٓrCB>o1>?$#͐i^C϶Bavy̔+o;?ģFx9J3ѥc%T@./"ԡwދ[DAD$DB>72i^w,]vs߻N]5IRC2 -'o^=pW+iN}&zdwus=Jiі9>}CudNWq ޔwac7Q>%"AGgٌh1:;<=Z}hԲX],m3sӕMo^ _gțS4иDy `^HVne0n5cpݕkE(ą:mK9vaOAzB| 5"t"S#\zi*E: *-XlC@ǿZ{D-MJS*4FP%Xt 񘆴2%er?rFi,,mxv.>x>ȱEovh2OwuISНWVD,Uְaɡ~U57(7)#"ƼN>:It1(٢ܢolp"[Vt=o,!4)'2%9R"PcZN32ru.{iySdҵaA_?6S9GvD?a3&coZY)֊aP`cu> [{9BZ"!i_eame۱RI”HjNR`xLiD"c7iB_"̚C"J:H6kB0%I0x7 [tf* RY,5XrbFjI`٪6GɊ,OB.fOKUnޤn&p'̛*'NU;SoE;)xR`dS%quBҖuYB2Iwt:]q>J#;Hhܵ;JME E-68&RnW+( +)}5ElU8#(tLBבyx6EG \U|rw9׀j])(7#1plBꢪ/ym)B@gWV/w}gšz6)sޙYL5 <hzRFRZ]{:r&'=+Y/r_k8ۜ0ç=)ApT.W\6>ZMs"pmW򁲕rWr]%PqV!D0l-3IY3BL\6(Y`HӤoBO/-x<7u ]f#3 tWPvImAg7Ef5 '7T$$.\S@r}YʚXOC&)r0'WKJb䚹T~p*qv~*ymrx<>+TA1zU ajZF-;"@j%L^)cA.RPu/L :&6I"g} B{4p>4DgxnsvMC$#b7U.Pdhx*[2 L8% 5*]qܷ @ f˞l'!'tm7w%1p+6'7hBw7qvЋ5*JWt!u0艨1IΪ*3 w~*h.ɽt&"7]ޤ)WrܛܴQqGG"[TkED}T;7mmޟ䰀 p@PA2)IGP8czR"껕7hUG--F0c3K"2(:>-(U; u<)D\f:Ѷ%b]sn-׀NMpp*1O*IɘRmxP`TqܻW)Wr*nye֙괣=)Գ!Iܤt,nؽw+(Ҿw۰l pN[:u+ ٳV;2h^rK훑uܳ"1CF1 |ʮ.aQDlF}P;eR11yn5}ɾ<ujuF#:8cu1G1zɉRѿY0'bHv>ґ}^orBa4яjj,?ZKy0~s,Г;hjܢm&ܖ8c ,bb&EcrTp"^"BJM/uFpMb)<%j 8"/& J_ G0r0:Ы&֋Y6I/WҳK,YdMf| $QXZ!6+MR%My_zVr8GJAn|bl t1TQ׳m]e)̤վs! 24lTQ<}YZ `Jm+V+[6wA窸90>c0.ɛ!A.ګ]\o_+lU%;CKw`Σw,TV7]q{[Rb'+*hӶY#3xpf &UڧՇvnf3čOXy{+:oju mP#6%#zH-ߢKU/tm+|^"EB:Ofg%Gq;M-Yo0n>iZJqC=IMJtJH]UJ6m +>{E%^y2Ĭ)t!|ao$eNNX`O-\oI(tw5Z5(a4;x?nhwڠ*WfKKz>m w P-RC4R,BR.~xں/ƍc6҂HdjHN|/ʸ6"=f&ŴХBsL=V/=Li;!V-n2a̬<qΆa 9IG"1ܼQǢp&!ᘓU<}əAryT$KuUc8Bэ8xfVh:})/wf÷#".Q e>DАvTAʹoQE1)vf" uKl`K>hf}@h+PS^Hk8#0>"U\uĦ`N""a]K7jƄpliP>EKǀq»V@̈6Tbd[Vui3B]FWp|FBnOgA!zSi1 EګRѐř32+ˬ!J<|LmtSʌd{t0:%HIΜU_ڌ]'-4ݔTJU> r.O̒ۈx(>]j}%%%E=Gyt;n JazRL}@MK׵ôzlՆO3e)RJH%mrg=yBbQ9iNMu` ԝruVv rIYhbXG8cބOV(lb9]1lR9.L F U^ }j[!y`88x˨$q#Gh^L>9)EU9fs7RM)k n/bzN՛ be02GإB8wN;aFGP-ct@SRSQ^%yC%"%>Ur+jn3&XLaG#A!kMޮgVkDH36.Kĉ.].)'p ѫ_ J}ʙm]iZ\#%Fn\:qASQʴ)șxR]5H!nRmlm|29n]崢ǔFc=y7w֬`3*msg,])&l]%$xwFBojq#rʫC~NM`% pK1ɦ|\-{ƄrYcO"w_ZҵB`DH0y)7Xw]u\p=yi9a^(bhuT[(u[):UT /qQLETђNLVC@BRqF&]ܛs\zxLQD"1 g\b%-czc0gwL:<@6q (ˎEὠxu)(Czz!l+ z-1LJNz${{茗(_HUMܫ-zX%ф!=(\8DzkK3ڳ.]oڂ̾OID=x8H֛Tzȍ=2B&p$8}(AamjTUYDSEiS-oy Ѹ_ttbPk53[ѓMs# !600WD: =ޜSf^O0鶬u TWUEaV܏󶑅XkPCVyR}x7y bɏTBf/ëW"ae7Y|oT53hC"b!6..t@"%p` -p|Ǧ01:OVT1wd:Xzk:S/YS>1]3;*;})Wh0MOE4x˘4%QGR4Lܳ=z(2[KoqyuȾޯ"? NAȔJ0!F.1BD3c}1Lg1t\ZzS"ey4,%j\["pK0ԥl_˳u!^c xQ͙*LdJ@ @-utgjn W_w"l0;Q\BǪa~t<@cLRK䎂9H怋VӏIX=dIZѳiLǽro4rw`8Jn[I e0C<:r#?]GRT*./l5_:USӯ%yyoZ RV;Fʹr[r"F= jt~wh~n.v42#)gwbFxグ+e*PU[0?(Վ8R)U/w/o^aԃzﻒ$!Լ딎w}}aȹa/S5I›ҫnٿwcQï=$I,IGxLU)F; ]5yGR캦)jIʭ9~<@΍ͺzKt(Ƹ  y {}W~Pw+'M@i_j8.A%O$\{V?!~v״_?l=T<.%;+L{^dJPaG@l{MͶfI') =47lK=y2Bó4j&d~2y&Ob3X} E%+g)}T2)W|{˕N:P7XL>#&%!_<4w=Yo!tvhkZAy5RJ6qLl5e{C}sS+#‹̲Q&o8qz m/~[IyIUf=%;ƻ 2Y᥶8Qi$L,by],3L"<]inE;\'d&'%"tOFk%[ 2RtDImM8e\W0v/i8! bQ_@h@ jAs^!#HQ3:JJ^oJ62UcJp ʴsE1̹YP|;x1̯j_;,đ9jfPOLi7fhM'eaý*:^  @#*2wYF)Gde_i7UAc} uqicL,I ѲB_FĒ~;$Lw ^6O7Pi#ӾL£S)#Xvpq-`p6 ;,EtoP}+:+"/MQ{ؘOA$v$[4]q.&\' F" 47x<> $dhs,nt$ țҤ-*M_}}ܗgk,h>T]"%Jm-EzUP[%7 QcP D'~$&c5 CMrhV+Guš7Sz0nxJ&18[뒞.!Px.!eA_g9b jI v&/\OLI S<+!)eXi52IxWwaF>!Ezh';fSKXB玥 K_E7!DjO(3ᄔ[Z$ZsΗWW [h8UFQvY6}ÁQgm[?K@x!s̾!,fUuN#ؐ0#x\#,'Z͜tiv.,1玈3r1铛i7(SNdvUй'\;nּDxفLU#&>Y!Q3Rz{0V t K2tetwzhSFꃐk,ү': EK>EKlMV^`~Cܴv){ ߀ߴ_i &s085?۟oT~'T~[+%m-?qYwOb/7X^މA_n-/Is袣7_Vk *klo3_Bgcy}xNW-J5X>._ [DsCVDٱ.)G5z~Ž"xoRxo՞{ضnB^gO:ACr Uc?.}@?~SVKk.[ A1HV+GI>?+q FYz3?W:u=?}BܿQ٨"\pQAWgs֏שמֽMbgY)W` ܙrWѓVʜ=+׼(u華P"tQj~*o#uK-EKsRo3#Ar4]FGnDu-"Z?GLM"*ç?}_NDCt֊4DzIwBܲN|;$%< Kn.]X_;_sPNG  IHDRXgsPLTE%Dr ,`pR|XDgjcRt\IɔiJVNG\.ﲕ)^}WVQ^QblM^T۬snPdQ`L^gN\binvPA/c -a' 7Y^tRNS8KgbKGDHq cmPPJCmp0712Hs,IDATx^흋[HY5*KҢ-@K*Ӷg&L`BU8+yg{K\!6>tŠaM`8Mw7O*4<3o E5Ѣ6S{ Ѻ5Xܚ[VXm#R:0Do,Vm,5ۛڶJu炱ͮ˩.ϥVm5dCFVhm`Ka{Jӌ I,838k甀Bݺ<6T *yyAzkGy`wTbqkT~ ܰ )r{M<= Z# ֟} ,ox$$+⎦6S5{DÅ!3߭~*[@VhQt<ϠFKp8y|Oqy8=UxF8k7cc*r>V;OJ`, "]HЧzgId0=k~ʮ$/<3uk 7F *GK!Vh#bp֛ :`k"I3iLYhXreHǒ0tO u玚>V*!y5HO@_PR;~)(D.@\tT`\ u;ʂ9oPq"l^X{ mes-Ve?7Z*]vlmH pϵ˝Nn -Bj9$ W,cwZw]`mhU`}wf`t'^-ܓ<LcmJf NcJhO͈~ jZsզO<ڽEYqSTZVCytTҕV;:>'86?]oCb&+IQdbYϝOĂ$Bd7*` d]w뷖w{ldʜY.!4 X7Nf e3EM5 OT&iV˸2Tl V SX Yb`EwZ4$݆бJ,}OAǒw6w`W*SzpOCc)O<64ޚȁ;(q+wW$k+y,OVÎU`5Qhw$gXu:-e v 0}IFj{nME/~(j 9L7|`p'򻫅c]{S/8Tr5ÇswØPdo51W5? WWvSփv~=W]bu!CW`G`ufLtj? TSyNgͧc[Eg 9EjU`=NUKoU)z}wIև>t_[<;,o~Uw}":?W:z# u<{_֝a˜C,e+[מO|V'*zP/qRu ʎυi{9NoB̠X'#vس:ۧ۝ɯ-_z1ppe^q7gp l U ^^#o4} }RZ}D^Nwl?+s{F zᚹ'a^o b;f4:: !霟1^\qd>$c{[ML5a{RTBWe3~`L>WeVxu qZ*CQ]=!?\Gtqs2m_S9Z٫U7<,˞\z[yMzYVxhR?<郯]%Pб[ (EZޞmZ.`20"ƾ0 P7!//a)K6W:d]Yܢف<,v9YtL3 X` 2`Yl}JCg՜' ;D;dER޷Qs X+;$/ Kc}iͨÒj?v5 bYoSo/Q[ X*nߔU@#c^"kNI̙nW'{rKQWn'B/n3bnx 71bE+vXOH]*F/f'ɦsE. ˎR$N3jI|>F-d /K*Z U;-}ʢ$5 >k\H,ìM5c 5ʘpzTIRXsp\7V̖_}lS6HSmc S FQRBǏqTu$+l3A GQ j`Z_J8{V+)dҜ{Fu38[W r9[ Κڇל]!Z$0'=ߟ.Xf[\3v;mhG=I,#4J"esEX"q* 8 d)lxRUWx)X9\ZCD0z`mHj9-JvtzcV,E%Dӥ nU`9,ьW:B*G%Mm:wKBI2 XMB(XGTKkyR[tv X*,HU]$=Ie7Y3\ KdI3QV|A, WE:;MԢPE_7%rÑ/M`u_uY|3Þrj^.7FfoRCsoP4g+_(":K"T&)*X J3} lxq٦WsL,19ƎKhjv&g&ZizPݕG-e;J;3d&@.!= [LJx464@h=3֦ȇ[H<=U6&pNb(_Eo0[o^>[<@+XGp ?RzTS(Y}YLȥ=_ .7Tn5\E' C寭BqԻ%|qxƫ44uAD~O*ļ}AeSE]=%Q=,G=s\.>T~uڅƲ^'Cŋ~敝&b+uX5Hl>S;YyvB7#&9 ja nM o:TFyYMV넳jv+ d Ҏ%S::MBXAֵMX۷*>1Ļs?﬒){Mz3#ZX٤"x6tU柯+}(tc+X۰eulFAFS|@T%XUɮK#|YܫnZd5:hVk~Y$?ZWmK_SV$#Ұ}:+KK \Оu:o(YU =d~5[wn t{Ӻ$Nc|q~ {N` }a8_McgΞVw`!O V4C*@%Ī"uEdwσEũhD]X(LXҪS1kZ'b$lH+cUHlqjUE#Po`C᯼2UK#]L[@8 'Ƃ%Eՠ6nRxyyj{0`f= |zXNMT:ȭ =5K/y?RO7rys"Mh#]@VFPw` ޑS+^_>[w`Aζ|IW^^<(W @Ig.Л؁+4Fʓ?QpX:[-Wi~Ui? m>[Ztg(QUeώ(ld1Xj+8xR@H ^o^֡BR|c كUHd}DzzQjՙlŦ.z]P=H1ش0m, Q8 %rRAO@2Up~! 9D[ _X`MCXWH`2VրZ,"LI8Y.-Í%l5Xx/@Kmm ܦ@M:{o'Vؘ;PIENDB`<( (/ 0`DArial(W1)Ph0:A 0"DGill Sans MTPh0:A 0" DVerdanas MTPh0:A 0"0DArial BlackPh0:A 0"@DWingdingskPh0:A 0PDTimes New Roman0:A 0`DArial Narrowan0:A 0"pDArial (W1)wan0:A 0 "@ .  @n?" dd@  @@`` u     J % &) *+ ,  5 67 8  E qrst?b$ ;>7).R$n&AdGspύv).b$]X_;_s. 0AA MMMff3@9Pؤʚ;_s3ʚ;g42d2d :A 0ppp@ <4ddddL$ 0(h g4dddd :A 0 p@ pp<4!d!dL$ 0(h80___PPT10 ?  %O  =          ' 0 ( :       ; 2  / &*+45<= ) ` 33` Sf3f` 33g` f` www3PP` ZXdbmo` \ғ3y`Ӣ` 3f3ff` 3f3FKf` hk]wwwfܹ` ff>>\`Y{ff` R>&- {p_/̴>?" dd@,|?" dd@   " @ ` n?" dd@   @@``PR    @ ` ` p>>-K0 P (     6l " `}<$ 0  T Click to edit Master title style! !P  0M " `<$ 0  RClick to edit Master text styles Second level Third level Fourth level Fifth level!     S  0̣ "^ `  >*  08 "^   @*  0. "^ `  @*|   s @A)\ Y?usasbanner#" ` H  0޽h ? 33g____PPT10?.d@@m+ D' = @B D^' = @BA?%,( < +O%,( < +D' =%(%(D ' =%(D' =ABBB@B0B%(D' =1:Bvisible*o3>+B#style.visibility<*%(D' =+4 8?bCB#ppt_x-.2BCB#ppt_xB*Y3>B ppt_x<*D' =+4 8?\CB#ppt_yBCB#ppt_yB*Y3>B ppt_y<*D' =-6Bwipe(right)*q3=-B%gradientSize: 0.1<*D ' =%(D' =%(Dr' =AB,BB@B0B%(D' =1:Bvisible*o3>+B#style.visibility<*!%(D' =-g6B fade*<3<*!D' =+4 8?\CB#ppt_xBCB#ppt_xB*Y3>B ppt_x<*!D' =+4 8?dCB#ppt_y+.05BCB#ppt_yB*Y3>B ppt_y<*!Dr' =AB,BB@B0B%(D' =1:Bvisible*o3>+B#style.visibility<*!.%(D' =-g6B fade*<3<*!.D' =+4 8?\CB#ppt_xBCB#ppt_xB*Y3>B ppt_x<*!.D' =+4 8?dCB#ppt_y+.05BCB#ppt_yB*Y3>B ppt_y<*!.Dr' =AB,BB@B0B%(D' =1:Bvisible*o3>+B#style.visibility<*.:%(D' =-g6B fade*<3<*.:D' =+4 8?\CB#ppt_xBCB#ppt_xB*Y3>B ppt_x<*.:D' =+4 8?dCB#ppt_y+.05BCB#ppt_yB*Y3>B ppt_y<*.:Dr' =AB,BB@B0B%(D' =1:Bvisible*o3>+B#style.visibility<*:G%(D' =-g6B fade*<3<*:GD' =+4 8?\CB#ppt_xBCB#ppt_xB*Y3>B ppt_x<*:GD' =+4 8?dCB#ppt_y+.05BCB#ppt_yB*Y3>B ppt_y<*:GDr' =AB,BB@B0B%(D' =1:Bvisible*o3>+B#style.visibility<*GS%(D' =-g6B fade*<3<*GSD' =+4 8?\CB#ppt_xBCB#ppt_xB*Y3>B ppt_x<*GSD' =+4 8?dCB#ppt_y+.05BCB#ppt_yB*Y3>B ppt_y<*GS+p+0+l ++0+l + Default Design 0 2*4(  4 4 0% P   % >*  4 0l%    % @* d 4 c $ ?  % 4 0T%  0 % RClick to edit Master text styles Second level Third level Fourth level Fifth level!     S 4 6d % _P  % >*  4 6@&% _  % @* H 4 0޽h ? 3380___PPT10.>t -K0 p}(  &   f % 3MMMfdd?" `*9 &Customer Satisfaction: A Reality Check@(2(((  0pd KCharles Miller, Ph.D.(2d  C <A$NoTag_trans_white  Q H  0޽h ? 33___PPT10i.+D=' = @B + -K0  (     0l$ XThe History of Customer Sat in Government& - 2-$ #""B  0%@o   GPRA 1993 Gore s 1999 mandate (30 agencies) About 70 agencies measure with ACSI"S 32SH  0޽h ? 33___PPT10i.&+D=' = @B + -K0  $(  $ $ 0% @What is  Customer Satisfaction ?@!(2$$$F $ 0%@ D<4___PPT9 J How satisfied are you? Meet your expectations? How close to your ideal?K% 2K8XH $ 0޽h ? 33___PPT10i. e+D=' = @B + -K0  ((  ( ( 0P%hV TWhat s wrong with  Customer Satisfaction & ,+ 2*$$f  ( 0%:=   Not actionable. Excludes non-customers. Government  customers ? Measurement problems."Z 32Z8XH ( 0޽h ? 33___PPT10i.+D=' = @B +E -K0 D< 0(  0 0 0%( JWho Is This Guy?(2$ 0 0ә  Charles Miller, Ph.D. Insight" MAS 15 years in Customer Research Co-authored Customer Power Awarded GSA Schedule contractly 3Cc*ccc &nnH 0 0޽h ? 33___PPT10i.p7+D=' = @B + -K0  (     0̰% @What is  Customer Satisfaction ?N! 2$$$$B  0%@ D<4___PPT9 J How satisfied are you? Meet your expectations? How close to your ideal?K 2K8XH  0޽h ? 33___PPT10i. e+D=' = @B + -K0 p G(     0X% @What is  Customer Satisfaction ?N! 2$$$$B  0|%@ D<4___PPT9 J How satisfied are you? Meet your expectations? How close to your ideal?K 2K8X  0cH%3"`}M  E COMPARATIVE (2 0H  0޽h ? 33___PPT10i. e+D=' = @B +E -K0 D< (    0% uWhat should we be asking?@(2$$$  0%8p D<4___PPT9 What factors impact how the organization is perceived? What is the relative importance of those factors? How much value does the organization deliver on each factor, compared to alternatives? 2c0H  0޽h ? 33___PPT10i. e+D=' = @B + -K0 (    0vP  uWhat should we be asking?@(2$$$  0Svl D<4___PPT9 What factors impact how the organization is perceived? What is the relative importance of those factors? How much value do the organization deliver on each factor, compared to alternatives? 2c   s *l{v3"` O  C SUMMATIVE (2 0H  0޽h ? 33___PPT10i. e+D=' = @B + -K0 0 L(  L L 0% |DExamples in the Government sector& # 2#$ L 0l\  ,Why do our customers choose us instead of their alternatives? How will they decide whether to use our new offering? How will they decide to comply with our requirements? How will they decide whether to complain about us?" 32 H L 0޽h ? 33___PPT10i.+D=' = @B +( -K0 '&pCI\&(  \ \ 0HT UUsing the results from CPV:(2$%8 9 I\9 N \ S "N \ S H   \ 6   z I2,0N \ S s> -  \ 6xޙh   I3,0N  \ S  a .   \ 6Y   I9,0BB  \ 3   \ 6hK I-,0  \ 6 N J20,0 \ 6$8 J15,0 \ 6" M  J10,0 \ 6' a  I5,0 \ 6@%7y I0,0 \ </9  eRelative Perceived Importance,0 \ 63iy  fRelative Perceived Performance,0BB \ 3  "  \ 68b UNo Zone20ff \ 6=} VRed Zone2 0 \ <A  X Green Zone2 0  \ 6F  Y Yellow Zone2 0 B \ 3  N \ S   \ 6J  J11,0T 5 \#   B \ 3 f5N \ S f5 \ 6O5:   J10,0T ]  \# Y `VB !\ 3 f]N "\ S f] #\ 6T D J12,0T z $\#  B %\ 3 zN &\ S z '\ 6 Z ? m  I5,0T q (\#  j R : B )\ 3 qN *\ S q +\ 6^   I4,0T @x ,\# GB -\ 3 @xN .\ S @x /\ 6Dd:tx I1,0T Q 0\#  N B 1\ 3 QN 2\ S Q 3\ 6i   I8,0T T   4\#  B B 5\ 3 T  N 6\ S T   7\ 6|n  m  I7,0T B< 8\# _ B 9\ 3 B<N :\ S B< ;\ 6Ts<   I6,0#T O  , <\#  Q =\ 6$xO m+ K1.0,0 >\ 6| + L 0.0,0 ?\ 6  , K1.0,0 @\ 6t_ } , K0.5,0 A\ 6䉛, L-0.5,0X B\ s *xfC"?lTLD___PPT9&  zCPV FACTORS: 1 Price 2 Product Quality 3 Warranty Support 4 Resolves Problems 5 Relationship with Sales Rep Product Availability Range of Products Technical Support Accuracy of Invoicing Brand Image Discount Programs Training RequiredLl0 21 2                 f  f hX8 C\ 0^f tz OA GENERIC EXAMPLE"0( 2H \ 0޽h ? 33___PPT10i. e+D=' = @B +ń -K0 ă eT(  d`  e s *"` 4 d 0p ^$CPV is actionable& (2$F d S  F d S  : F d S  F d S : @ d C ~[  d 6<[B I2,0@  d C (  d 6$  I3,0@  d C jy  d 6؝ I9,0:B d 3  d 6`? s > J20,0 d 6ś? s G J15,0 d 6Û$? s g J10,0 d 6,ΛHK e  I5,0 d 6ћjK e  I0,0 d 6D֛  R Importance, 0  d 6ڛG s|  S Performance, 0 :B d 3   d 6PߛN  QNo Zone.0 d 6X * RRed Zone. 0 d 6/ T Green Zone. 0  d 6 S U Yellow Zone. 0 L zs d# P!B d 3 zsH d C zs d 6L7 J11,0L  % d# <dB  d 3  %H !d C  % "d 6Ry J10,0L r _  #d#  zB $d 3 r _ H %d C r _  &d 6!&dd J12,0L z| 'd# PB (d 3 z|H )d C z| *d 6Hq I5,0L a +d# 4@B ,d 3 aH -d C a .d 6DUt$ I4,0L 0z /d# >B 0d 3 0zH 1d C 0z 2d 6@ /r I1,0L A 3d# &B 4d 3 AH 5d C A 6d 6<:} I8,0L D 7d# 3~B 8d 3 DH 9d C D :d 68$Vug I7,0L D, ;d# &B d 64  I6,0d ?d <YԔ @ @d C  X Ad 60D I2,0@ Bd C &% Cd 6"Cb I3,0@ Dd C hi Ed 6h('F I9,0:B Fd 3 no Gd 6p&*9  I-,0 Hd 61: J20,0 Id 65D J15,0 Jd 6\:"e J10,0 Kd 64D I5,0 Ld 6@g I0,0 Md 6Gb R Importance, 0  Nd 6K- p  S Performance, 0 :B Od 3 =  Pd 6PJ_ QNo Zone.0 Qd 6T_1( RRed Zone. 0 Rd 6Y>? + T Green Zone. 0  Sd 6L^O9G  U Yellow Zone. 0 L *q Td# qB Ud 3 *qH Vd C *q Wd 6$c J11,0L 5 Xd# :]B Yd 3 5H Zd C 5 [d 6hSD J10,0L ] \d# xB ]d 3 ]H ^d C ] _d 6m&i J12,0L z `d# ?B ad 3 zH bd C z cd 6\r I5,0L q dd# #=B ed 3 qH fd C q gd 6w' I4,0L @x hd# jB id 3 @xH jd C @x kd 6}0s I1,0L Q ld# $<B md 3 QH nd C Q od 6<<Wv I8,0L T   pd#  "{B qd 3 T  H rd C T   sd 6`&i I7,0L B< td# #$B ud 3 B<H vd C B< wd 60Fe  I6,0d xd <gC+Ԕ@  yd 0|r  XDEFEND60(233@ zd C   e  {d 68 L  I2,0@ |d C  &2  }d 6 Cb  I3,0@ ~d C ui d 6P'F I9,0:B d 3  no d 6 G  J20,0 d 60 Q  J15,0 d 6. q  J10,0 d 6S I5,0 d 6s I0,0 d 6 V  R Importance, 0  d 6  c S Performance, 0 :B d 3  =  d 6(V_ QNo Zone.0 d 6X _16  RRed Zone. 0 d 6` >? 9  T Green Zone. 0  d 6^9G  U Yellow Zone. 0 L * [  d# q,B d 3 * [ H d C * [  d 6 J11,0L  5  d# F]B d 3  5 H d C  5  d 6]D J10,0L G   d# B d 3 G  H d C G   d 6t-p J12,0L  d  d#  ?B d 3  d H d C  d  d 6L   I5,0L qm   d#  #J B d 3 qm  H d C qm   d 6 /  I4,0L @ b  d# & j B d 3 @ b H d C @ b  d 69 |  I1,0L  Q  d# 0<B d 3  Q H d C  Q  d 6EZy I8,0L T w  d# "B d 3 T w H d C T w  d 6.q I7,0L , <  d#  #0B d 3 , < H d C , <  d 6H Fe I6,0d d <Ԕ ` s d 0    [ PERSUADE 6 0(233@ d C  ~e  d 6d  <[L  I2,0@ d C  2  d 6@   I3,0@ d C uy d 6  I9,0:B d 3   d 6 ? s G  J20,0 d 6` ? s P  J15,0 d 6!. ? s q  J10,0 d 6@&SK e  I5,0 d 6*tK e  I0,0 d 6 /  R Importance, 0  d 63'xj S Performance, 0 :B d 3    d 68W  QNo Zone.0 d 6< 5  RRed Zone. 0 d 6 A 9  T Green Zone. 0  d 6xE\ U Yellow Zone. 0 L  z[  d# P,B d 3  z[ H d C  z[  d 6J7 J11,0L  %  d# FdB d 3  % H d C  %  d 6O_y J10,0L r G  d# B d 3 r G H d C r G  d 6T,&do J12,0L z d  d#  PB d 3 z d H d C z d  d 6Y q  I5,0L am   d#  4J B d 3 am  H d C am   d 6^ Ut.  I4,0L 0 b  d# & > B d 3 0 b H d C 0 b  d 6c9 |  I1,0L  A  d# 0B d 3  A H d C  A  d 6hC I8,0L Dw   d# 3B d 3 Dw  H d C Dw   d 6n/Vur I7,0L , ,  d#  0B d 3 , , H d C , ,  d 6r  I6,0Xr d 0o NA  d 0w   XINVENT60(233L O  E d# :   d 6{O D K1.0,0 d 6 8D L 0.0,0 d 6~  E K1.0,0 d 6`  E K0.5,0 d 6 E L-0.5,0L Q  E d#  !  d 68Q E L-1.0,0 d 64 6E L 0.0,0 d 6ē  E K1.0,0 d 6̗b  E K0.5,0 d 6 E L-0.5,0L P  F d# _  d 6P F L-1.0,0 d 6 6F L 0.0,0 d 6  F K1.0,0 d 6b  F K0.5,0 d 6 F L-0.5,0L T  F d#   d 6T F L-1.0,0 e 6 ;F L 0.0,0 e 6D  F K1.0,0 e 6Lb  F K0.5,0 e 6` F L-0.5,0 e 0t  YIMPROVE60(233H d 0޽h ? 33___PPT10i.+D=' = @B + -K0  0(    0lhV TWhat s wrong with  Customer Satisfaction & ,+ 2*$$f  0,al:=   Not actionable. Excludes non-customers. Government  customers ? Measurement problems."Z 32Z8XH  0޽h ? 33___PPT10i.+D=' = @B + -K0 P (    0\ t,What s right with CPV& , 2$$  0  "Provides blue-print to corrective action. Applicable to current and potential customers. Customers, plus anyone making a decision about you. Measurement challenges remain the same.< 32dM8XH  0޽h ? 33___PPT10i.+D=' = @B +d -K0 c[P (  b  C :A"NoTag_trans_bluevQ  0%8t  4230 Tuller Road, Suite 200 Dublin, OH 43017 Voice: 614.932.9690 Fax: 614.932.9691 Email: dswaddling@insightmas.com cmiller@insightmas.com Website: www.insightmas.com-(h(- EfffB 0]vH  0޽h ? 33___PPT10i.p7+D=' = @B +x 0 8(  8X 8 C 4   % 8 S 2%4 0  % vI would like to begin by thanking Robert for inviting us to join you here this morning. I know a number of you have met and spoken with my partner Dave Swaddling who was scheduled to speak to you this morning. Unfortunately, Dave s wife unexpectedly had to be scheduled for emergency surgery yesterday so he is with her this morning monitoring her recovery and Robert was kind enough to allow me to fill in for Dave. I d like to share with you this morning some of the things Dave and I have learned as customer researchers for the past 15 years beginning in the private sector and evolving into our experience from speaking and working with governmental agencies on customer research issues. Specifically, I d like to discuss the merits of customer satisfaction measurement and how we see this type of research evolving. H 8 0޽h ? 3380___PPT10.>t 0 x<(  <X < C 4   x < S 4 0   To understand where we re going, it s never hurts to review for a moment where we ve been, so that s where I d like to start. In writing our firm s government newsletter over the past two years, I ve become sensitive to assertions that government always seems to follow the private sector. I m here to report to you that that really was not the case with customer satisfaction measurement. The growth of customer satisfaction research by governmental agencies actually tracked quite consistently with the private sector. First major push for federal agencies to measure customer satisfaction was the 1993 Government Performance Results Act that mandated most agencies in the Executive branch to develop strategic plans and submit annual performance plans and reports to Congress. A key component of this legislation was the stipulation that agencies  and I quote   shall solicit and consider the views and suggestions of those entities potentially affected by these strategic plans. In September 1993, the President made a much stronger statement about the need for focusing on customers. Mandates for federal agencies specified in Executive Order 12862 included: Identifying who the agency s customers are, or should be; Surveying those customers to determine their wants and needs with regards to the agency s services, and their satisfaction with services being provided; Developing service standards and measuring results against them; Benchmark customer service performance against the best in business; and Developing Customer Service Plans. In 1999 Vice President Gore, as a part of his  reinventing government program ordered 30 federal programs (ranging from Head Start and Medicare to the Park Service and the IRS) to employ the American Customer Satisfaction Index. Today, there are approximately 70 government agencies measuring customer satisfaction using the ACSI. Agencies employing the ACSI tend to come and go. For example, President Bush s PMA, made the scoring optional instead of mandatory and only six of the original 30 programs required to use the ACSI have stuck consistently with the survey since 1999. 0PPGP\ $H < 0޽h ? 3380___PPT10.>tn  0   @~ (  @X @ C 4     @ S 4 0   l What exactly is customer satisfaction? Well, the thing about customer satisfaction measurement is that everyone has some level of experience with it. I can t imagine that anyone here has been spared of being surveyed about how satisfied you were with some purchase or vendor transaction you ve been involved in. But it s important that we take a step back and consider what is going on in a more general sense. First, it s important to remember that customer satisfaction only involves existing customers. There is nothing wrong with that, since they are the only ones that can give you a valid assessment of how well you re doing, but that doesn t necessarily mean that we can and should stop there as we ll discuss later. Next, let s consider what we ask our customers... Most basic level.. How satisfied are you? ACSI goes on to add two additional overall measures, primarily to validate overall satisfaction rating. So what we end up with is some overall score that  grades the organization s performance in satisfying its customers. That s appealing from the standpoint that we know where we stand if we have comparable scores from other peer organizations and/or previous comparable results.H @ 0޽h ? 3380___PPT10.>t 0 ^VD(  DX D C 4   V D S 4 0   A traditional  customer satisfaction metric doesn t give you much information about how to improve that score. There are some good quotes in the articles you gave me recently where Fornell, and others, can be quoted saying things like,  It s difficult to determine what s causing this& :, etc. Direct quote from the principle researcher s Commentary on 2005 ACSI government scores: Looking at some of the more significant agency-level changes between this year and last, both of the Veterans Health Administration s (VHA) customer segments show declining ACSI scores. While the VHA s inpatient group is down only very slightly (-1% to 83), the drop for VHA outpatients is more noteworthy  this customer group s score drops 4% to 80. The cause of these declines is unclear, but may be the result of the return of thousands of veterans from the Iraq war in need of medical services. The influx of military personnel into the VHA system has put considerable pressure on both personnel and budgets. However, while any decline is not good news, it is worth noting that satisfaction with private sector hospitals tumbled far more dramatically this year, down 7% to a score of 71. From this perspective, the dips for both VHA segments are minor. Since you can only ask  How did you like it questions to people who have tried it, you can t ask non-customers customer-satisfaction-like questions. Customers are a very small, and biased, portion of an agencies constituencies. - Here s where I d talk about trying to force a business model onto the Government. Most of the Government s  customers aren t really customers  but they are people who the agency wants to make a decision in their favor. You can t deal with those kinds of  customers with customer-sat-like questions. - With  Measurement problems I intended to slam the ACSI, and others, for their less-than-rigorous methods. Including the biased choice of which customer set some of the agencies measure (from the articles you gave me recently).$- H D 0޽h ? 3380___PPT10.>t  0 zr H (  HX H C 4   r H S  4 0   H H 0޽h ? 3380___PPT10.>tz   0   @P (  P^ P S 4     P c $'4 0   J While this concept is most powerful when considering true competitive situations, we have found it is applicable and  most important  more powerful than customer sat when applied to governmental agency situations. The first one is for all the competitive businesses in the Government, such as most all of GSA. Or, the National Park Service, or the Presidential Libraries, or etc. When an agency is, in fact, competing for customers, this first application does apply. The second one is the Government s version of new product development  such as all of the websites that have come out of E-Gov, or a new communications system for law enforcement, or a new contracting vehicle from GSA FSS, or etc. The third one is unique to the Government  such as getting small business people to fill out the Economic Census forms, or pilots complying with FAA rules, or etc. The last one is good for the Government or any regulated offering  I actually faced it for the first time with AEP. This one applies to many of the services provided by the Government that people can t get somewhere else, such as good customer service from the IRS, or maybe Robert s Mis-Directs call centers, or etc.{#H P 0޽h ? 3380___PPT10.>t  0 `((  `^ ` S 4    ` c $.4 0    Identify factors by... Determine relative importance  indicated on Y axis. Determine relative performance  indicated on X axis.H ` 0޽h ? 3380___PPT10.>t@  0 hP(  h^ h S 4    h c $J4 0   F2Then, show how actionable that data is by explaining these potential strategies. An important point here is that the object is NOT to move all of the factors up to the top right  that s usually not necessary or possible. We want the BALANCE of the factors at the top right, so a strategy must be developed  deciding which of the factors to move up there. Specifically explain each of these four strategies.H h 0޽h ? 3380___PPT10.>tJ 0 `Z(  ^  S 4     c $$U4 0   P<Information provided  note Dave s email address should be d-s-w-a-d-d-l-i-n-g at Insightmas.com. My email address is indicated here also. If you have specific questions regarding any technical aspects of research that you may be considering to do or actually using, I d be happy to help in any way possible. Like to thank Robert again for providing us with this opportunity to share these thoughts with you this morning. We hope that we ve provoked an interest in moving your customer research to a more sophisticated and actionable level.H  0޽h ? 3380___PPT10.>tb 0 r(  ^  S 4     c $X_4 0   hTOkay... Now back to what we re here for...H  0޽h ? 3380___PPT10.>t  0    (  ^  S 4   |   c $lc4 0     Identify specific performance characteristics that may impact overall perceptions of the organization. Organizations should begin by  putting on the customer s hat and understand the customer s point of view in dealing with the organization. The organization s outcomes that influence customer perceptions can then be linked to the functional areas that generate those outcomes. Determine how important these organizational characteristics are to customers. Determining how customers view the relative importance of the various deliverables an organization provides is critical for management prioritization of needed improvements or new offerings (unless, of course, the organization has unlimited resources.) Customer s perceptions of relative importance can be determined through survey research direct questioning or through more advanced means such as correlational analyses or experiments. Evaluate the organization s performance versus the  real world options that are available to customers. Asking customers to evaluate an organization s performance versus what they expect or what they perceive to be ideal is admirable, but not very practical. Ideally, management should prioritize their efforts based on the organization s performance relative to alternatives that exist for customers in the  real world versus an abstract  ideal. JLfOkZ H  0޽h ? 3380___PPT10.>t~ 0 `(  ^  S 4     c $(x4 0   pAnd, the answers, from CPV, are these. The last point is simply to say you ve still got to do this research correctly (mitigate bias, attempt representative data, etc.), even with CPV/H  0޽h ? 3380___PPT10.>tf  0   v (  ^  S 4      c $4 0   l X ACSI utilizes a Comparative Approach: The Comparative approach is based on the evaluation of a group of organizations. Individual organizations are then compared to others in the group. The primary objective of the Comparative approach is to arrive at standardized scores so all organizations considered are evaluated against an identical standard. The Comparative approach is comparable to standardized testing (e.g., for college admissions). Standardized test scores focus on rating the relative performance of peers in a group. If using this information for PR, it s very appropriate. If using to prioritize needed change, doesn t help very much. Bar Exam. The widely used ACSI scores are determined using a Comparative approach by averaging three overall ratings of the organization (overall satisfaction, rating of overall performance compared to expectations, and rating of overall performance compared to ideal). Studying ACSI scores can identify changes in overall customer perceptions, but it cannot help to diagnose why those changes occurred. Many organizations go on to gather more detailed satisfaction information on characteristics of organizational performance, but often it is unclear how changes in perceptions concerning these detailed performance issues drive changes in overall satisfaction. H  0޽h ? 3380___PPT10.>t0  0   @ (  ^  S 4   v   c $_v4 0  v 6  Summative Approach: The Summative approach focuses on the individual organization (versus a group of organizations) and the environment in which it functions. This approach is based on the evaluation of individual factors or characteristics of the organization s performance. Determination of an organization s overall  grade by summing up performance across multiple factors or characteristics is only a secondary objective. Scores obtained using the Summative approach are comparable to course grades. Criteria are set, performance to each of these criteria is evaluated, and then a score is derived to indicate some overall level of performance compared to the collective criteria. Understand the underlying dynamics that drive the customer s overall perception. Determine an overall performance score based on organization s performance relative to  real world alternatives and weighted by the importance of each organizational characteristic evaluated. Determining overall performance scores in this manner provides the organization with an overall  grade that takes into account the balance of its strengths and weaknesses. The overall score, therefore, provides a more sensitive gauge of how well the organization is doing from the customer s point of view.$5H  0޽h ? 3380___PPT10.>t 0 *"@(  ^  S 4   l  c $|4 0  l rSo in review... A traditional  customer satisfaction metric can tell you where you stand compared to others or over time, but it doesn t give you much information about how to improve that score. . Since you can only ask  How did you like it questions to people who have tried it, you can t ask non-customers customer-satisfaction-like questions. Customers are a very small, and biased, portion of an agencies constituencies. Here s where I d talk about trying to force a business model onto the Government. Most of the Government s  customers aren t really customers  but they are people who the agency wants to make a decision in their favor. You can t deal with those kinds of  customers with customer-sat-like questions. Less-than-rigorous methods are used... Small n s. Selection of customers. List goes on... "*-:H  0޽h ? 3380___PPT10.>trp? CGKOY9ye ip #+> J[] til&0qiS.\* .xz0nW24 09PD{`v֣m=U<( (/ 0`DArial(W1)Ph0Oh+'0T hp   Slide 1David Swaddlingavi vi11iMicrosoft Office PowerPoint@u9?@pZ@'Ί@ GSg  )'    """)))UUUMMMBBB999|PP3f333f3333f3ffffff3f̙3ff333f333333333f33333333f33f3ff3f3f3f3333f33̙33333f333333f3333f3ffffff3f33ff3f3f3f3fff3ffffffffff3ffff̙fff3fffff3fff333f3f3ff3ff33f̙̙3̙ff̙̙̙3f̙3f333f3333f3ffffff3f̙3f3f3f333f3333f3ffffff3f̙3f3ffffffffff!___www4'A x(xKʦ """)))UUUMMMBBB999|PP3f3333f333ff3fffff3f3f̙f3333f3333333333f3333333f3f33ff3f3f3f3333f3333333f3̙33333f333ff3ffffff3f33f3ff3f3f3ffff3fffffffff3fffffff3f̙ffff3ff333f3ff33fff33f3ff̙3f3f3333f333ff3fffff̙̙3̙f̙̙̙3f̙3f3f3333f333ff3fffff3f3f̙3ffffffffff!___wwwý⽼ݼ¼¼⼼¼޽½½¼ݼݽü޼½޼½¼¼ü⽼¼½޼¼¼¼¼⼽½⽼ýü½½¼ݼ⽼½ýü¼޼ü޼ݼüü½¼¼¼¼¼½¼üݽݽ¼ݽݼ½ý¼ü¼½üݼ޽޽¼޼ݼýݼ޽޽½¼ݼüݽ⽽¼½ݽݽ½½ü½ü½¼¼޼޽½ݽü޼޼޽ݽݽ޽޽ýüݽýݽ޽õ⻵޼ݼݼ޽ϼݵ޼¼޼¼ü⽽ݻݽ¼⼼ýõý (/ 0`DArial(W1)Ph0:A 0"DGill Sans MTPh0:A 0" DVerdanas MTPh0:A 0"0DArial BlackPh0:A 0"@DWingdingskPh0:A 0PDTimes New Roman0:A 0`DArial Narrowan0:A 0"pDArial (W1)wan0:A 0 "@ .  @n?" dd@  @@`` u     J % &) *+ ,  5 67 8  E qrst?b$ ;>7).R$n&AdGspύv).b$]X_;_s. 0AA MMMff3@9Pؤʚ;_s3ʚ;g42d2d :A 0ppp@ <4ddddL$ 0(h g4dddd :A 0 p@ pp<4!d!dL$ 0(h80___PPT10 ?  %O  =          ' 0 ( :       ; 2  / &*+45<=rܽm =U<( (/ 0`DArial(W1)Ph0:A 0"DGill Sans MTPh0:A 0" DVerdanas MTPh0:A 0"0DArial BlackPh0:A 0"@DWingdingskPh0:A 0PDTimes New Roman0:A 0`DArial Narrowan0:A 0"pDArial (W1)wan0:A 0 "@ .  @n?" dd@  @@`` u     J % &) *+ ,  5 67 8  E qrst?b$ ;>7).R$n&AdGspύv).b$]X_;_s. 0AA MMMff3@9Pؤʚ;_s3ʚ;g42d2d :A 0ppp@ <4ddddL$ 0(h g4dddd :A 0 p@ pp<4!d!dL$ 0(h80___PPT10 ?  %O  =          ' 0 ( :       ; 2  / &*  !"#$%&'()*+,-./0123456789:;<=>?@ABCDEFGHIJKLMNOPQRSTUVWXYZ[\]^_`abcdefghiklmnopqrstuvwxyz{|}~Root EntrydO)0zѷCPicturesCurrent User ASummaryInformation(AT      !"#$%&'()*+,-./0123456789:;<=>?@BCDEFGHIJKLMNOPQRSTUVWXYZ[\]^_`abcdefghijkmnopqrstuvwxyz{lPowerPoint Document(j4DocumentSummaryInformation8:A 0"DGill Sans MTPh0:A 0" DVerdanas MTPh0:A 0"0DArial BlackPh0:A 0"@DWingdingskPh0:A 0PDTimes New Roman0:A 0`DArial Narrowan0:A 0"pDArial (W1)wan0:A 0 "@ .  @n?" dd@  @@`` u     J % &) *+ ,  5 67 8  E qrst?b$ ;>7).R$n&AdGspύv).b$]X_;_s. 0AA MMMff3@9Pؤʚ;_s3ʚ;g42d2d :A 0ppp@ <4ddddL$ 0(h g4dddd :A 0 p@ pp<4!d!dL$ 0(h80___PPT10 ?  %O  =          ' 0 ( :       ; 2  / &*+45<=rdm@=U<( ՜.+,0    ZOn-screen Show  -s4{ Arial Gill Sans MTVerdana Arial Black WingdingsTimes New Roman Arial Narrow Arial (W1)Default DesignSlide 1Slide 2Slide 3Slide 4Slide 5Slide 6Slide 7Slide 8Slide 9 Slide 10 Slide 11 Slide 12 Slide 13 Slide 14 Slide 15  Fonts UsedDesign Template Slide Titles#_ caroledobbscaroledobbse+45<=rTm0=U<( (/ 0`DArial(W1)Ph0:A 0"DGill Sans MTPh0:A 0" DVerdanas MTPh0:A 0"0DArial BlackPh0:A 0"@DWingdingskPh0:A 0PDTimes New Roman0:A 0`DArial Narrowan0:A 0"pDArial (W1)wan0:A 0 "@ .  @n?" dd@  @@`` u     J % &) *+ ,  5 67 8  E qrst?b$ ;>7).R$n&AdGspύv).b$]X_;_s. 0AA MMMff3@9Pؤʚ;_s3ʚ;g42d2d :A 0ppp@ <4ddddL$ 0(h g4dddd :A 0 p@ pp<4!d!dL$ 0(h80___PPT10 ?  %O  =          ' 0 ( :       ; 2  / &*+45<=rm=U<( (/ 0`DArial(W1)Ph0:A 0"DGill Sans MTPh0:A 0" DVerdanas MTPh0:A 0"0DArial BlackPh0:A 0"@DWingdingskPh0:A 0PDTimes New Roman0:A 0`DArial Narrowan0:A 0"pDArial (W1)wan0:A 0 "@ .  @n?" dd@  @@`` u     J % &) *+ ,  5 67 8  E qrst?b$ ;>7).R$n&AdGspύv).b$]X_;_s. 0AA MMMff3@9Pؤʚ;_s3ʚ;g42d2d :A 0ppp@ <4ddddL$ 0(h g4dddd :A 0 p@ pp<4!d!dL$ 0(h80___PPT10 ?  %O  =          ' 0 ( :       ; 2  / &*+45<=rDm =U<( (/ 0`DArial(W1)Ph0:A 0"DGill Sans MTPh0:A 0" DVerdanas MTPh0:A 0"0DArial BlackPh0:A 0"@DWingdingskPh0:A 0PDTimes New Roman0:A 0`DArial Narrowan0:A 0"pDArial (W1)wan0:A 0 "@ .  @n?" dd@  @@`` u     J % &) *+ ,  5 67 8  E qrst?b$ ;>7).R$n&AdGspύv).b$]X_;_s. 0AA MMMff3@9Pؤʚ;_s3ʚ;g42d2d :A 0ppp@ <4ddddL$ 0(h g4dddd :A 0 p@ pp<4!d!dL$ 0(h80___PPT10 ?  %O  =          ' 0 ( :       ; 2  / &*+45<=rm=URoot EntrydO))CPicturesCurrent User JSummaryInformation(ATl      !"#$%&'()*+,-./0123456789:;<=>?@BCDEFGHIJKLMNOPQRSTUVWXYZ[\]^_`abcdefghijkmnopqrstuvwxyz{ Slide 5Slide 6Slide 7Slide 8Slide 9 Slide 10 Slide 11 Slide 12 Slide 13 Slide 14 Slide 15  Fonts UsedDesign Template Slide Titles&_ArlenePGallegoArlenePGallego