PART II: VALUE-CREATING PROCESSES
3. Operations Management Processes
4. Customer Management Processes
6. Regulatory and Social Processes
7. Aligning Intangible Assets to Enterprise Strategy
9. Information Capital Readiness
10. Organization Capital Readiness
PART IV: BUILDING STRATEGIES AND STRATEGY MAPS
11. Customizing Your Strategy Map to Your Strategy
13. Private-Sector Organizations
14. Public-Sector Organizations
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