Professional Documents
Culture Documents
FINANCIAL
PERSPECTIVE SUSTAINED SHAREHOLDER VALUES
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