MANAGING CHANGE

Strategy Maps: The Balanced Scorecard Framework

259

FINANCIAL PERSPECTIVE

CUSTOMER PERSPECTIVE

INTERNAL PROCESS PERSPECTIVE

Productivity Revenue Growth^

Long Term

Shareholder

Value

Price Quality^ Time^ Function^ Partnership^ Brand^

Product/Service Attributes Relationship^ Image^

Manage

Operations

Manage

Customers

Manage

Regulatory &

Social Processes

Manage

Innovation

LEARNING AND GROWTH PERSPECTIVE

Human

Capital + InformationCapital +^ Organization Capital

Strategy Maps, Kaplan & Norton, HBSP, 2004

Assets

Tangible

into

Assets

Intangible

Turning