Strategy Maps: Converting Intangible Assets into Tangible Outcomes

  • 12h 48m 54s
  • David P. Norton, Robert S. Kaplan
  • Gildan Media
  • 2004

More than 20 years ago, Robert S. Kaplan and David P. Norton introduced the balanced scorecard, a revolutionary performance measurement system that allowed organizations to quantify intangible assets such as people, information, and customer relationships. Then, in The Strategy-Focused Organization, Kaplan and Norton showed how organizations achieved breakthrough performance with a management system that put the balanced scorecard into action.

Now, using their ongoing research with hundreds of balanced scorecard adopters across the globe, the authors have created a powerful new tool - the "strategy map" - that enables companies to describe the links between intangible assets and value creation with a clarity and precision never before possible. Kaplan and Norton argue that the most critical aspect of strategy - implementing it in a way that ensures sustained value creation-depends on managing four key internal processes: operations, customer relationships, innovation, and regulatory and social processes.

The authors show how companies can use strategy maps to link those processes to desired outcomes; evaluate, measure, and improve the processes most critical to success; and target investments in human, informational, and organizational capital.

About the Author

Robert S. Kaplan is the Marvin Bower Professor of Leadership Development at Harvard Business School and Chairman of the Balanced Scorecard Collaborative. David P. Norton is Founder and President of the Balanced Scorecard Collaborative.

In this Audiobook

  • Chapter 1 - Introduction
  • Chapter 2 - Strategy Maps
  • Chapter 3 - Operations Management Processes
  • Chapter 4 - Customer Management Processes
  • Chapter 5 - Innovation Processes
  • Chapter 6 - Regulatory and Social Processes
  • Chapter 7 - Aligning Intangible Assets to Enterprise Strategy
  • Chapter 8 - Human Capital Readiness
  • Chapter 9 - Information Capital Readiness
  • Chapter 10 - Organization Capital Readiness
  • Chapter 11 - Customizing Your Strategy Map to Your Strategy
  • Chapter 12 - Planning the Campaign
  • Chapter 13 - Private-Sector Organizations
  • Chapter 14 - Public-Sector Organizations
  • Chapter 15 - Nonprofit Organizations