D.

The Strategy Map

FINANCIAL
PERSPECTIVE SUSTAINED SHAREHOLDER VALUES

Revenue Growth Cost Reduction Assets Utilization

1) Increase number of new products 1) Manage cost, profit and capital Improve assets utilization
2) Change to more profitable product mix effectively
3) Enter new markets 2) Expand Revenue opportunities Predictable profitability

CUSTOMER
PERSPECTIVE Existing Market
Reputation
New Market
1) Increase loyalty
2) Increase sense of community 1) Exceed customers’ expectation
1) Attract new market share
3) Increase satisfaction 2) Inspire loyalty

INTERNAL
Customer Management Process
PERSPECTIVE Operation Management Process Regular Social Process
1) Increase goods and services
1) Decrease process cost and time 1) Help customer and supplier to benefit
2) Adapt processes to the need of to the firm’s innovation of the product.
2) Increase process efficiency and
the customers
quality

LEARNING AND Organizational Capital

Human Capital Information Capital
GROWTH 1) Innovation adoption
1) Improve quality training 1) Use information system to strengthen the
PERSPECTIVE relationship between suppliers and develop 2) Leadership Development intended to change
2) Engage and maintain quality employees customer loyalty. beliefs, attitudes, values and structure of the firm.