Figure 3-1 Operations Management Productivity Strategy) en vem anata ve Perspective ‘Customer Value Proposition Sustomer DOQQ ME Garona) C Bene >| y Proet/Sovie Avs 7 = [Operation Management] [Customer Management] | Innovation Regulatory end Social Processes Procesces Processes Processes ee > Sty [= Saeton = Sopsris PF Eater fe |e roan 1 eaieten 1 Rebpermie 1 Say aeatn Perspective |! Dirtsten 1 Rebrin 1 Dosproveee * Erwtomont 1 Pik nangerot 1 Gowen 2 tae 1 comanny | x F 1 3 i SE ‘Harman Capital Leamingand ‘Gruen Information Capital PerspectiveFinancial Perspective Internal Perspective Figure $2 Operations Management Strategy Map Templata ‘Develop Supplier _ | {Produce Products and DDistributo to Customers, ‘Manage Risk = Loner cost of [= Conercoser “= Lewercostio sone = Francial ask (9h nner production 1 Responsive delnery cre rg) = Sashes deny = Conmvece tine = Operaing rok = Hah-celty uch improvement 1 Enhance aly = Techolgia ick 1 naw icess tem sigciers = Supp perneripe 5 oxttouee mane nonsategiceeniceeFigure 4-1. Customer Management Financial Perspective = Sires = Saecten [= Opvortuntrid = Envtooment pees 1D preaon 1D degustion 1 AAD pana 1 satry are nea Perspective | 5 Di Fetonon 1 expen 1 Eretomert 1 crane nent + conn Stare 1 communty : f a [ Human Copital ee Learning and ani [ Information Capital A : Fecapective Organization Capital eters > Riana Teamwork > ————" = =eFigure 42. Customer Management Processes [poacny ara] Financial — aie Perspective tone VainPopsion custo Perspective | Pee >See) Gey Gt) Cen) ta) Gen Gea Tit Sr Ae son GuioneSeiton | [Eanoma cation ||" Sane eon ‘= Understandsegmonts || = Communiste vave || « Premium custoner Internal o 1» Serosn unprofitabie ‘proposition service: Perspective | eigen ||" came ||" pecenee ca BEEtinn_ || Seen stpetenae || Stents |] taoInternal Perspective Learning and Growth Perspective Haran Cepital Information Capital Organization Capital 1 Saoen pie poate * ewes > Scuwon stra nee + Si ae + Seer 2 Retemgecpand ae = KopwSomartoate || Surcomcntnce | |» Canter scan = fee otane | 2 Sonar 1 ie Sater ‘ec a Evingnerane > Promina > Feral gta et enn 2 Recor planer > Sepacdon ewig +: Retigc aeInternal Process Learning and Growth Cros cinerea te 1 Gro sere on agrronFigure 5-1 Managing Innovation (scr) =e) Financial ae Perspective eee aa — a ae Co este (oo I) SD Co) Co) Ce =») rand image PerspectiveFinancial Perspective Customer Perspective Internal Perspective Customer Value Proposition | cesign ana veveop eee enege tne Porto ‘avnen Artcpaecutomer ||" Checeeardrarage ||e Vanageprodice ||» Aampup ine 4 nketprcecs thcugh deeemant || 4 Peducton cos. 1+ Diszorer ow Shand prt to sieges ‘ual oe tre cpperntios ron mpliatons || « Reduce dewtopmet || Achieve rial sales + Cotsbore yoo ame ae 1 Bectee dereementFigure 6-1 Regulatory and Social Processos Sebaty and Learning and Growth Perspective‘Figure 6-2 Regulatory and Social Strategy Map Tomplato Financial Perspective Customer Perspective Internal Perspective Learning and Growth Perspective E> reel E_ Sond waste depose a aoe Say Secyeceo| [rae — ee hres Son = A etn Human Cap ‘aroun = » & oe) & Calera oF Scat ‘ewereesend ) spans