ch09s export - The Balanced Scorecard Chapter 9 Achieving...

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The Balanced Scorecard Chapter 9
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Achieving Success in the Information Era To achieve success companies need more than prudent investment in physical assets Companies mobilize and create value from their intangible assets as well as their physical and financial ones
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Intangible Assets An organization’s intangible assets include: Loyal and profitable customer relationships High-quality processes Innovative products and services Employee skills and motivation Databases and information systems
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Measuring Intangible Assets Difficulties in placing financial value on intangible assets have prevented them from being on a company’s balance sheet These assets are critical for success Managers need a system to measure and manage the performance of their intangible assets
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The Balanced Scorecard The Balanced Scorecard (BSC) provides a system for measuring and managing all aspects of a company’s performance The scorecard balances financial measures of success with non-financial measures
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Perspectives Four different but linked perspectives are derived from the organization’s strategy Financial : Customer Internal Learning & Growth
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Balanced Measurements The BSC enables companies to: Track financial results Monitor non financial results: With customers With their internal processes With their employees and systems
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Connecting the Four Perspectives A strategy map provides a visual representation of the linkages in the four perspectives of the BSC Financial Perspective Return on Investment Customer Perspective Customer Loyalty On-Time Delivery Internal Perspective Learning & Growth Perspective Process Quality Cycle Time Employees’ Process Improvement Skills
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ch09s export - The Balanced Scorecard Chapter 9 Achieving...

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