How are the additional nonfinancial perspectives in the balanced scorecard related to making value chain management more visible?
• Customers determine the value given to goods and services. Thus, one perspective focuses on customers. The internal value chain influences value by managing processes that provide goods or services to customers efficiently. This is the second balanced scorecard focus. Continuous improvement activities attempt to eliminate or reduce nonvalue-adding activities. This is the third nonfinancial focus. We relate all of these perspectives directly to maintaining and creating value through value chain management.
