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Q3 2003 Newsletter - In this issue |
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The Balanced Scorecard
The Balanced Scorecard is a set of measures that are directly linked to
the company’s strategy. Developed by Robert Kaplan and David Norton, it allows a company
to link its own long-term strategy with tangible goals and actions. The scorecard allows
managers to evaluate the company from four perspectives: financial performance, customer
knowledge, internal business processes, and learning and growth.
Read full article
Book Review - The Customer is CEO
The author offers an interesting and novel concept - The customer is the CEO. The
book is divided into four parts. Part 1 is intended to prompt readers to ask questions about the
ramifications of customer satisfaction. For example, what is involved in creating a
customer-centered culture?
Read full review
Customer Survey Checklist
Often times surveys are done “on the fly” to try to get information currently
unknown to management. Here’s a checklist that should be asked by any executive approving a
survey project. Following this simple checklist can make your next survey more rewarding.
Read full article
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Best regards, Jim Sauer, President, SPG.
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