The authors of The Balanced Scorecard and The Strategy-Focused Organization present a blueprint any organization can follow to align processes, people, and information technology for superior performance. Takes readers to the next level of precision in strategy implementation. This title offers a visual cause-and-effect explanation of what's working and what doesn't in a way that everyone in the company can understand. It helps get the organization involved in strategy. Preface ix PART I: OVERVIEW 1. Introduction 3(26) 2. Strategy Maps 29(36) PART II: VALUE-CREATING PROCESSES 3. Operations Management Processes 65 (40) 4. Customer Management Processes 105 (30) 5. Innovation Processes 135(28) 6. Regulatory and Social Processes 163(36) PART III: INTANGIBLE ASSETS 7. Aligning Intangible Assets to Enterprise Strategy 199 (26) 8. Human Capital Readiness 225 (24) 9. Information Capital Readiness 249(26) 10. Organization Capital Readiness 275(44) PART IV: BUILDING STRATEGIES AND STRATEGY MAPS 11. Custornizing Your Strategy Map to Your Strategy 319(46) 12. Planning the Campaign 365(32) PART V: THE CASE FILES 13. Private-Sector Organizations 397 (14) 14. Public-Sector Organizations 411 (18) 15. Nonprofit Organizations 429(10) Index 439(14) About the Authors 453