Business Process Management and the Balanced Scorecard: Using Processes as Strategic Drivers

Table of contents

1. Copyright
   1. Dedication
2. Preface
3. 1. A World of Change
   1. 1970
   2. 1985
   3. Mid-2000S
   4. Historical Trend Impact on Processes
4. 2. How Process Can Drive Strategy
   1. The First Wave: Total Quality Management
   2. The Second Wave: Business Process Reengineering
   3. The Third Wave: Process-Oriented Organizational Design
   4. The Fourth Wave: Process-Based Competition
5. 3. The Strategic Process
   1. The Strategic Process Flowchart
   2. Vision and Mission
      1. Implementation: Creating the Statements
   3. Strategic Assessment
      1. Implementation: Informal Assessment
      2. Implementation: Formal Assessment
   4. Process Assessment: Implementation
   5. Strategic Process Improvement
   6. Financial Assessment: Implementation
   7. Customer Assessment: Implementation
   8. Learning and Growth Assessment: Implementation
   9. Summary
6. 4. Strategy Maps
   1. Definition
   2. Strategy Map: Implementation
      1. Use “Cheat Sheets”
      2. Sort by the Fact, Not by the Implications of the Fact
      3. Don’t Force the Sticky Notes into a Particular Column
      4. Keep Talking to a Minimum
      5. Don’t Try to Balance the Notes Across the Perspectives
   3. Strategy Map Utilization
   4. Summary
7. 5. Balanced Scorecard and Strategic Initiatives
   1. Definition
   2. Balanced Scorecard: Implementation
   3. Strategic Initiatives: Implementation
   4. Balanced Scorecard Utilization
8. 6. Conclusions