32 ◾ Improving Business Process Performance
Inability to make a decision or discriminate between different states of events
affects the company bottom line and, as a result, drives the cost of doing busi-
ness high and profitability low. is leads to the problem of the decision-making
process and makes the questions below difficult to answer.
From the customer prospective: “How do our customers see us?”
From the financial prospective: “How do we get the best results for the funds?”
From the internal processes prospective: “What must we excel at?”
From the innovation and improvement perspective: “How do we continue to
improve and create value?”
erefore, if the management of the organization wants to minimize the num-
ber of problems it is constantly ...