C h a p t e r F i v e
Internal-Business-Process Perspective
FOR THE INTERNAL-BUSINESS-PROCESS PERSPECTIVE, managers identify the processes that are most critical for achieving customer and shareholder objectives. Companies typically develop their objectives and measures for this perspective after formulating objectives and measures for the financial and customer perspectives. This sequence enables companies to focus their internal-business-process metrics on those processes that will deliver the objectives established for customers and shareholders. ...
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