the final area, organization alex lens -- organizational excellence. with all the data collected, the lens shifts to the synthesis of the data. from there, we can refine our efforts and prioritize resources, time, and staff most efficient efficiently. the work plan aims to adopt quantifiable strategies. this is evident as we look at composite scores, because they helped us to quantify the working done and to establish baselines from which we can work forward over the next several years. as we adopt the enhancements we discussed today that align with our work, we can be better prepared to measure the impact of the changes being implemented. and hopefully come back and present findings, using the most disciplined approach. thank you for your time. i'd like to pause to see if you have any questions. >> i just want to be clear. if we say we have an initiative like city plan, okay, in the 2020 initiative, will this work plan implementation framework, will you then say, okay, at member services we'll do this around this initiative, we'll be doing communicati