Part IV: Internal Business Processes – The Value-Creation Leg

In this part ... Understanding how value is created within your business processes is critical to satisfying your customers. In this part, you discover the role you play and how to identify the critical few measures you need for your balanced scorecards and dashboards. You then see how to build your balanced scorecards for internal business processes, how to make process decisions that give you a competitive edge, and the pitfalls to avoid.