2. Strategy Map-Customer Improve Shareholder Value A Motivated and Prepared Workforce Price Financial Perspective Customer Perspective Internal Perspective Learning & Growth Perspective Product/Service Attributes “Build the Franchise” “Increase Customer Value” “Achieve Operational Excellence” “Be a Good Neighbor” Customer Value Proposition Quality Operational Excellence Customer Intimacy Product Leadership  Customer Satisfaction  Customer Acquisition  Customer Retention TimeFunctionServiceRelationsBrand RelationshipImage  Market Share

3. The Balanced Scorecard Strategy Map Improve Shareholder Value Revenue Growth StrategyProductivity Strategy Build the Franchise Increase Customer Value Improve Cost Structure Improve Asset Utilization A Motivated and Prepared Workforce Shareholder Value ROCE  New Revenue Sources  Customer Profitability  Cost per Unit  Asset Utilization Price Financial Perspective Customer Perspective Internal Perspective Learning & Growth Perspective Product/Service Attributes Strategic Competencies Strategic Technologies Climate for Action “Build the Franchise”“Increase Customer Value” “Achieve Operational Excellence” “Be a Good Neighbor” (Innovation Processes) (Customer Management Processes) (Operations & Logistics Processes) (Regulatory & Environmental Processes) Customer Value Proposition Quality Operational Excellence Customer Intimacy Product Leadership  Customer Satisfaction  Customer Acquisition  Customer Retention TimeFunctionServiceRelationsBrand RelationshipImage  Market Share

4. The Balanced Scorecard Strategy Map Improve Shareholder Value Revenue Growth StrategyProductivity Strategy Build the Franchise Increase Customer Value Improve Cost Structure Improve Asset Utilization A Motivated and Prepared Workforce Shareholder Value ROCE  New Revenue Sources  Customer Profitability  Cost per Unit  Asset Utilization Price Financial Perspective Customer Perspective Internal Perspective Learning & Growth Perspective Product/Service Attributes Strategic Competencies Strategic Technologies Climate for Action “Build the Franchise”“Increase Customer Value” “Achieve Operational Excellence” “Be a Good Neighbor” (Innovation Processes) (Customer Management Processes) (Operations & Logistics Processes) (Regulatory & Environmental Processes) Customer Value Proposition Quality Operational Excellence Customer Intimacy Product Leadership  Customer Satisfaction  Customer Acquisition  Customer Retention TimeFunctionServiceRelationsBrand RelationshipImage  Market Share

5. The Balanced Scorecard Strategy Map Improve Shareholder Value Revenue Growth StrategyProductivity Strategy Build the Franchise Increase Customer Value Improve Cost Structure Improve Asset Utilization A Motivated and Prepared Workforce Shareholder Value ROCE  New Revenue Sources  Customer Profitability  Cost per Unit  Asset Utilization Price Financial Perspective Customer Perspective Internal Perspective Learning & Growth Perspective Product/Service Attributes Strategic Competencies Strategic Technologies Climate for Action “Build the Franchise”“Increase Customer Value” “Achieve Operational Excellence” “Be a Good Neighbor” (Innovation Processes) (Customer Management Processes) (Operations & Logistics Processes) (Regulatory & Environmental Processes) Customer Value Proposition Quality Operational Excellence Customer Intimacy Product Leadership  Customer Satisfaction  Customer Acquisition  Customer Retention TimeFunctionServiceRelationsBrand RelationshipImage  Market Share