Each Value Discipline Requires A Different Emphasis

Operational Excellence

• Production,

Logistics, Finance

• Order fulfillment, Resource stewardship

• Transactions, costs, time

• Costs, quality, speed

• Trends (past), Transactions Employee tools/tasks

CustomerIntimacy

• Marketing

Sales,

Service

• Market

management, Customer satisfaction

• Customers, analysis, linkages

• Satisfaction, cust. success, share, anecdotes

• Today, Relation-ships, Employee empowerment

Product Leadership

• R&D, Legal (Licenses), Engineering

• Product development, Concept-to- Customer

• Linkages, insight, comm, groupware

• Ideas-thru- funnel, patents, etc.

• Tomorrow, Product Portfolio, Ideas and Risks

Functional emphasis

Process Emphasis

Information emphasis

Key metrics

Key concerns

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