文档介绍：: .
财务维度
公司公司
客户维度客户维度 愿景和战略
愿景和战略 内部流程维度内部流程维度
学****与发展维度学****与发展维度
7平衡计分卡（BSC）
顾客维度
方向性目标 测量内容 具体进度 行动方案
(Objectives) (Measures) (Targets) (Initiatives)
8The Hierarchy of Measures
Financial ROCE
Customer
Customer
Loyalty
On-Time
Delivery
Internal/Business Process
Process Process
Quality Cycle Time
Learning and Growth
Employee
Skills
9The Internal-Business-Process Perspective -
The Generic Value-Chain Model
Postsale
Innovation Operations
Service
Process Process
Process
Create the Deliver
Customer Identify Build the Service Customer
Product/ the
Need the Products/ the Need