Schéma qui fait chier

Question 1

1er étage: learning and growth

Answer 1

-human capital
-information capital
- organizational capital
ex of things that can be in it: culture, leadership, alignment, teamwork

Question 2

2e etage: nomme et les 4 steps

Answer 2

internal perspective
1- operation management
2- customer management
3- innovation process
4-regulatory and social process

Question 3

ex for operational management process

Answer 3

supply
production
distribution
risk management

Question 4

customer management process examples

Answer 4

selection
acquisition
retention
growth

Question 5

ex innovation

Answer 5

opportunity id
r&d portfolio
design developp
launch

Question 6

regulatory and social process ex

Answer 6

environment
safety and health
employment
community

Question 7

Etage 3:

Answer 7

customer perspective
- customer value proposition
bases for proposition:
- product service attributes
- relationship
- image

Question 8

Ex for prod service attributes

Answer 8

price
quality
availability
selection
functionnality

Question 9

ex for relationship

Answer 9

service
partnership

Question 10

image ex

Answer 10

brand

Question 11

4e etage

Answer 11

financial
goal: long term shareholder value, done through productivity strategy and growth strategy

Question 12

productivity ex

Answer 12

imrpove cost structure
improve asset allocation

Question 13

ex for growth strategy

Answer 13

new revenue sources
increase customer value