Building a method for analysing and developing strategic measures fo customer focused and process nmanaged organisation

Abstract

The research focused on the domain where customer focused process management and the Balanced Scorecard are combined. The research problem was to clarify how customer focused process management ant the Balanced Scorecard can be integrated into the method for analyzing and developing strategic measures for the balanced target setting. The research problem was divided into four sub-objectives. The first objective was to study, how process management and the Balanced Scorecard could be integrated. The second objective was to study how different reference models and knowledge gathered from interviews could be utilized in the balanced target setting. According to the results of these two objectives, the aim was to build up a method for analyzing and developing strategic measures. The fourth objective was to analyse the strategic measures of a strategic pilot business area. The theoretical background of process management and the Balanced Scorecard was supplemented with the information about the reference models and the knowledge gathered from organization interviews. The research was conducted by using the methodology of constructive research. /Kir10