Question: Shareholder returns? How do we look to shareholders? Can we improve and create value? What are the emerging opportunities and challenges? BALANCED SCORECARD KAPLAN

Shareholder returns? How do we look to shareholders? Can we improve and

Shareholder returns? How do we look to shareholders? Can we improve and create value? What are the emerging opportunities and challenges? BALANCED SCORECARD KAPLAN AND NORTON Financial Internal Processes What must we excel at? Are we working effectively and efficiently? goals & measures goals & measures Innovate & Internal efficiency plus customer satisfaction equals financial success Customer Learn goals & measures goals & measures How do customer see us? Are we satisfying customer needs? How can be serve customers better in the future? 11

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