Strategy Map - Sustained Shareholder Value

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Financial Perspective
Customer Perspective
Internal Perspective
Learning & Growth Perspective
Human Capital
skills
training
knowledge
Operations Management Processes
processes that produce and deliver products and services
Customer Management Processes
processes that enhance customer value
Innovative
Processes
processes that create new products and services
Regulatory & Social Processes
processes that improve communities and the environment
Customer Value Proposition
price
quantity
availability
selection
functionality
service
partnership
brand
Product/Service Attributes
Relationship
Image
Sustained Shareholder Value
Productivity Strategy
Revenue Growth Strategies
Improve Cost Structure
Increase Asset Utilization
Enhance Customer Value
Expand Revenue Opportunities
Information Capital
systems
databases
networks
Organization Capital
teamwork