Exhibit 5.9 Balanced Scorecard Measure Dictionary

Perspective: Customer Measure Number/Name: C01/Customer Loyalty Rating Owner: G. Garfinkel, VP Marketing

Strategy: Revenue growth Objective: Increase customer loyalty

Description: The customer loyalty rating measures the percentage of surveyed customers stating they prefer our products to competitorofferings and will purchase our products again. Our research indicates that loyal customers make more frequent purchases and tend torecommend our brands to others. Therefore, we believe increasing customer loyalty will help us achieve our strategy of revenue growth.

Lag/Lead: Lag Frequency: Quarterly Unit Type: Percentage Polarity: High values are good.

Formula: Number of quarterly survey respondents answering yes to survey questions #5: “Do you prefer our products compared tocompetitor offerings?” and #6: “Will you purchase our products again?” divided by the total number of surveys received.

Data Source: Data for this measure are provided by our survey company, SST. Each quarter it performs a random survey of ourcustomers and provides the results electronically to our marketing department. Data are contained in MS Excel spreadsheets (MKTSURVEY.xls, lines 14 and 15). Data are available the 10th business day following the end of each quarter.

Data Quality: High—received automatically from third-party vendor Data Collector: Sierra Burdette, Marketing Analyst

Baseline: Our most recent data received from SST indicates Target: Q1 2001: 65% Q2 2001: 68% Q3 2001: 72% Q4 2001: 75%a customer loyalty percentage of 59%.

Target Rationale: Achieving customer loyalty is critical Initiatives:to our revenue growth strategy. The quarterly increases we’re targeting are higher than in past years but reflect our increased focus on loyalty.

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1. Seasonal promotions

2. Customer relationship management project

3. Customer service training

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