AFM341 Chapter Notes - Chapter 13: Operations Management, Human Capital, Customer Relationship Management

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Des(cid:272)ri(cid:271)es perfor(cid:373)a(cid:374)(cid:272)e fro(cid:373) 4 perspe(cid:272)ti(cid:448)es (cid:271)ased o(cid:374) fir(cid:373)"s strateg(cid:455) to (cid:272)reate shareholder value can use to analyze management system. Assess the value of it investments according to their contribution to strategic objectives. Learning and growth (improvements in intangible + tangible infrastructure) investments in human capital + organizational capital to reach firm goals + information capital. Business process perspective (objectives for business processes so firm operates efficiently to deliver g/s their customers demand) Operations management processes (supply, production, distribution, risk management) customer management processes (retention of customers) innovation processes (find opportunities, r&d) regulatory and social processes (financial reporting, accounting + environmental, employment issues) Objectives usually relate to firm productivity and long term growth (drive shareholder value) Invest in learning and growth to improve business process performance improves customer a(cid:374)d fi(cid:374)a(cid:374)(cid:272)ial perfor(cid:373)a(cid:374)(cid:272)e o(cid:271)je(cid:272)ti(cid:448)es (cid:894)pro(cid:272)ess is (cid:373)easured as follo(cid:449)s(cid:895) cost (financial productivity), time (customer service), Mission, vision, values + graphic representation of cause and effect among balance score card quadrant.

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