Overview

More than twenty years ago, Robert S. Kaplan and David P. Norton introduced the Balanced Scorecard, a revolutionary performance measurement system that allowed organizations to quantify intangible assets such as people, information, and customer relationships. Then, in The Strategy-Focused Organization, Kaplan and Norton showed how organizations achieved breakthrough performance with a management system that put the Balanced Scorecard into action. Now, using their ongoing research with hundreds of Balanced Scorecard adopters across the globe, the authors have created a powerful new tool--the strategy map--that enables companies to describe the links between intangible assets and value creation with a clarity and precision never before possible. Kaplan and Norton argue that the most critical aspect of strategy--implementing it in a way that ensures sustained value creation--depends on managing four key internal processes: operations, customer relationships, innovation, and regulatory and social processes. The authors show how companies can use strategy maps to link those processes to desired outcomes; evaluate, measure, and improve the processes most critical to success; and target investments in human, informational, and organizational capital.

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Walter Dixon is a broadcast media veteran of more than twenty years' experience with a background in theater and performing arts and voice work for commercials. After a career in public radio, he is now a full-time narrator with more than fifty audiobooks recorded in genres ranging from religion and politics to children's stories. Robert S. Kaplan, Senior Fellow and Marvin Bower Professor of Leadership Development, Emeritus, at the Harvard Business School, is codeveloper of both activity-based costing (ABC) and the Balanced Scorecard (BSC). Kaplan joined the HBS faculty in 1984 after spending sixteen years on the faculty of the business school at Carnegie-Mellon University, where he served as Dean from 1977 to 1983. He has coauthored several books, including The Execution Premium and Alignment (both with David P. Norton). David P. Norton is cofounder and former director of Palladium Group. He has authored several books with Robert S. Kaplan, including Alignment, Strategy Maps, and The Strategy-Focused Organization.

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