Brand

David AardsmaSenior Vice President, Sales and Marketing

Evolving Our Brand and Reputation

Over the last four years, we have built a solid foundation through integrated brand and reputation-building campaigns

1. Shifted perceptions about Waste Management—from everyday collection to environmental solutions provider

2. Demonstrated our broader capabilities and innovations:– Waste-to-Energy– Landfill-Gas-to-Energy– Beneficial Land Reuse– Nation’s Largest Consumer Recycling Service

3. Connected our business to environmental responsibility

“Think Green®”

Led to increases in brand perceptions…

Awareness+16%

Familiarity+96%

Favorability+52%

Trust+41%

Results of our Branding and Reputation

+Environmental Performance

We’re on a Quest for +Environmental Performance

– A mission to maximize resource value, while minimizing—and even eliminating—environmental impact so that both our economy and our environment can thrive

Agile Leaders + Collaborative Minds + Forward-Thinking Solutions + Reliable Performance

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sCurrent Brand Architecture

Services:• Waste collection•Landfilling• Methane gas recovery• Bioremediation

Services:• Commodities recycling•eCycling• Medical waste disposal

Services:• Waste-to-energy facilities• Independent power production plants

In-Plant Services:• Environmental management systems• Waste management process improvements

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New Masterbrand ArchitectureC

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g

Materials Management

Renewable Energy

Recycling Services

Sustainability Services

WHAT WE OFFER:Customer segment-solutions descriptors

• Waste collection and disposal

• Automated Recycling Centers

• LampTracker

• Waste-to-Energy• Landfill-Gas-to-Energy

• Upstream• Green Squad

WHAT WE DO:Core capabilitydescriptors

Manufacturing / Industrial

Construction

Public Sector

Healthcare

Commercial Property

Food / Retail

Core

WHO WE ARE:Evolved Masterbrand

Commercials

• Problem solved

• Growing industry

• Get to the green

Customer Segmentation

Sales and Marketing

Every step in our sales and marketing evolution has increased our effectiveness

Sales Force Effectiveness

Pricing Excellence

Profitable Growth

Segmentation

10

Why Segmentation is Right for WM

• Segmentation presents an opportunity to drive significant incremental value by:– Improving sales effectiveness with focused and specialized reps

that understand customer needs, i.e. one point of contact– Increasing penetration within most profitable segments by

establishing better relationships with customers within segments– Better aligning pricing strategies with segment-specific

economics and Customer Lifetime Value– Expanding the market size by identifying and adding new service

offerings– Differentiating WM offerings to better meet the specific segment

needs

Segmentation Impact on Customer Experience

When customers perceive that their “rep is an industry specialist,” the “Definitely Would Recommend” score jumps above 55%—the threshold held by world-class companies

1.40%

0%

23.60%

75%

Definitely Would NOT Recommend

Probably Would NOT Recommend

Probably Would Recommend

Definitely Would Recommend

"Rep is an Industry Specialist"

11

Segment Conductor’s RoleProducts

& Services

Expertise& Support

Conductor Customer

Collection

Disposal

Roll-off

Recycling

Renewable Energy

Medical Waste

LampTracker

eCycling

Temp Services

Green Squad

Bagster

GreenOps

Materials Marketing

Solar-powered Compactors

Bioremediation

Waste by Rail

Pack Rat

Tracker Services

Compactor Monitoring

Subject Matter Experts

Customer Support Staff

Product Specialists

Regulatory Specialists

Waste Stream Specialists

Sourcing Experts

Leadership

Decision Makers

Influencers

Customer Engagement Metrics

• What score is World Class Customer Engagement?55 %

• Where is WM’s Construction Customer Engagement?42%

• Where is “successful Market A’s” Construction Customer Engagement?

64.7%!

Focusing on the consistent deployment of a customer service model that will meet each segment’s wants and needs

Long-Term Vision and Financial Impact

By providing “Growth through Innovative Environmental Customer Solutions,” segmentation is expected to add over $1.6 billion in revenue over the next 5 years

$0

$100

$200

$300

$400

$500

$600

$700

2010 2011 2012 2013 2014

$0

$100

$300

$500

$700$MM

Projected SegmentationIncremental Revenue

Healthcare Solutions

Brett FrazierSenior Vice President, Eastern Group

Healthcare Solutions

Waste Management will grow revenues from the healthcare segment across our multiple business lines, by offering healthcare customers an integrated solution for all their waste and recycled material needs through our uniquely positioned assets

Healthcare Industry Total Spend $10 Billion

Medical Waste $2.5B

MSW $2.0B

Other Waste $4.5B

Waste Mgt. Services $1.0B

(50% Solid waste)

(70% Recyclable)

(Recycling, organics, universal, C&D, chemical, hazardous, e-waste, pharmaceutical)(Integrated services, compliance, safety, LEED, sustainability)

U.S. Healthcare Waste Market

Large Number ofDiverse Facilities

Sub-Segment– Large Quantity Generator (~8K)

• General Hospitals• Other Hospitals/Surgery Centers

– Medium Quantity Generator (~120K)• Nursing Care• Residential Mental Health• Community Elder Care• Other Residential Care• Outpatient Care Centers• Medical & Diagnostic Labs• Ambulatory Care Services

– Small Quantity Generator (~500K)• Offices of Physicians• Offices of Dentists• Other Health Practitioners• Home Healthcare Services• Veterinary Services

LQG

MQG

SQG

> 500,000

120,000

8,000

Solid Waste

MedicalWaste

HazardousWaste

Pharmacy Waste

RecyclingSpecialWaste

UniversalWaste

Chemical Waste

Integrated Waste Solution

Managing Safety, Cost, Compliance, Risk and Environmental Impact

WM Provides Tools Training to Manage Internal “DOCK-IN” OperationsWaste Categorization, Minimization, Donation, Recycling, Handling, Storage, Safety, Compliance, Risk Management, Training, Treatment (on-site), Transport, Logistics, Vendor Selection, Contracting, Accounts Payable, IT, Reporting

WM Directly Manages External “DOCK-OUT” OperationsHauling, Treatment (off-site), Disposal (Landfill), Destruction (Incineration), Recycling,Composting, Compliance, Documentation, Reporting

Waste

Waste Diversion

Waste

Avoidance

($1.00/lb)($.24/lb)

($.06/lb)

($.01/lb)

Material Consumption

Economic Driver Waste Categorization

Incinerate Only

RedbagTrash

Recycling

Map of Operational Expansion with All Acquisitions, Prospects and Greenfield

Healthcare Solutions

Waste Management will grow revenues from the healthcare segment across our multiple business lines, by offering healthcare customers an integrated solution for all their waste and recycled material needs through our uniquely positioned assets

Manufacturing and IndustrialSegmentJim Trevathan

Senior Vice President, Southern Group

24 x 7 and Shift Operations

• 24 x 7– Operations that run 24 hours per day, 7

days per week: Metals, Refineries, Chemical Plants, Power Plants, Pulp and Paper

• Shift– Shift-based operations: Automotive, Heavy

Equipment, Consumer Products, Tires, Warehouses, Printing and Publishing

SustainabilityPrimary Waste StreamsSecondary Waste StreamsTransportationCompliance

SafetyOutsourcing Non-Core ActivitiesProducts and Producer ResponsibilityOn-site Management of Waste

Manufacturing and Industrial Segment Overview

$131

$145 $184

$113

24 x 7(Millions)

$286

$340 $381

$286

Shift(Millions)

East $ 417 Million

Midwest $ 485 Million

South $ 565 MillionWest $ 399 Million

$1,866 Million

Manufacturing and Industrial Market Share

15%

19%

51%

5%

10%

Segment Market Share(Estimated $12.5 Billion Market)

WM

Hazardous Waste Competitors

Solid Waste Competitors

Recyclers

Other Service Providers

Providing Multiple WM Service Offerings Through Environmental Solutions Approach

Video

BrandEvolving Our Brand �and ReputationResults of our Branding �and Reputation+Environmental PerformanceCurrent Brand ArchitectureNew Masterbrand ArchitectureCommercialsCustomer SegmentationSales and MarketingWhy Segmentation is Right �for WMSegmentation Impact on Customer ExperienceSegment Conductor’s RoleCustomer Engagement �MetricsLong-Term Vision �and Financial ImpactSlide Number 15Healthcare SolutionsHealthcare SolutionsU.S. Healthcare Waste MarketLarge Number of�Diverse FacilitiesIntegrated Waste SolutionEconomic Driver Waste CategorizationMap of Operational Expansion with All Acquisitions, �Prospects and GreenfieldHealthcare SolutionsSlide Number 24�Manufacturing and Industrial�Segment�24 x 7 and Shift OperationsManufacturing and Industrial Segment OverviewManufacturing and Industrial Market ShareProviding Multiple WM �Service Offerings Through �Environmental Solutions ApproachVideoSlide Number 31