Use the same four general components but rearrange them a bit to reflect a framework that might help managers of a successful governmental or nonprofit organization.

Exhibit 9.3

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FINANCIAL STRENGTH Product profitability, earnings before interest and taxes* CUSTOMER SATISFACTION Market share, survey scores, complaints* BUSINESS PROCESS IMPROVEMENT Cycle time, defects, activity costs* ORGANISATIONAL LEARNING Training time, staff turnover, staff satisfaction score* *Examples of performance measures used to monitor the achievement of the component.