Contents

Preface

Introduction

PART I: STRATEGIC PLANNING

1. Mission Statements

2. Strategic Planning

3. Stretch Goals

4. Balanced Scorecard

5. Dynamic Resource Management

6. Enterprise Risk Management

7. Knowledge Management

8. Benchmarking

9. Sustainability

PART II: SHAREHOLDER AND CUSTOMER VALUE

10. Intangible Assets

11. Economic Value Added

12. Key Value Drivers

13. Revenue Growth Analysis

14. Customer Value Proposition

15. Customer Relationship Management

16. Strategic and Profitable Customers

17. Loyalty Management

PART III: LEAN COST MANAGEMENT

18. Total Quality Management

19. Activity-Based Costing

20. Business Process Reengineering

21. Lean Manufacturing

22. Lean Services

23. Six Sigma

24. Target Costing

25. Lean Accounting ...

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