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Em 2004 comprei e li de fio a pavio "Strategy Maps: Converting Intangible Assets Into Tangible Outcomes" de Robert Kaplan e David Norton. Este fim de semana, por causa de um projecto, reli o capítulo relacionado com a gestão dos processos operacionais (algo fundamental quando o negócio é preço), e fixei algo que já não recordava:
"A Strategy Map Enhances Quality Programs...
1.The BSC provides explicit causal linkages through strategy maps and cascaded objectives. The outcomes from quality programs are often implicit and rarely tested. To build a Balanced Scorecard strategy map, the organization's strategy must be explicit. The process of building a strategy map - and associated objectives, measures, targets, and initiatives - engages the senior executive team in an intense process that creates consensus, clarity, and commitment to the strategy. The hypotheses underlying the strategy become explicit and testable as data accumulate over time and across similar organizational units.
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Quality models can be local, tactical, and unlinked. The strategy map, in contrast, captures strategic objectives and only then identifies the initiatives and process improvements needed to support strategic objectives.
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2.The BSC establishes targets for breakthrough performance not merely to match existing best practices. Many quality programs evaluate their internal process performance against benchmarked best practice and focus as a result on continuous improvement.
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3.The BSC often identifies entirely new processes that are critical for achieving strategic objectives. Quality models strive to improve existing organizational processes, making them better, faster, and cheaper. But applying the Balanced Scorecard principles, particularly when implementing a new strategy, often reveals entirely new processes at which an organization must excel. [Moi ici: Recordar Falta algum processo no seu sistema?]
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4. The BSC sets strategic priorities for process enhancements. Even without the strategic need to introduce entirely new processes into the organization, companies still need to assess priorities. Some processes are more essential to strategic success than others. Benchmarking can provide an assessment of all an organization's processes by comparing them to in-dustry best practice. Resources get committed to processes that have been identified as falling short of best practice. This allocation process, however, occurs independently of strategic priorities. The Balanced Scorecard, in contrast, identifies which processes must perform at or beyond current est practices levels, and which processes are less critical for strategic sucess." [Moi ici: Recordar Processos contexto e Processos nucleares]
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