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Strategy Maps: Converting Intangible Assets into Tangible Outcomes by David P. Norton, Robert Kaplan

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C H A P T E R    O N E

INTRODUCTION

Even though we manage everyone’s competencies, we had been biased toward the high-skill jobs. The identification of strategic job families brought something to the forefront that we wouldn’t have seen otherwise…. It showed us an entry-level job that was just as important. The benefits of focusing on this job will be huge.

Paul Smith, director of human resources at Gray-Syracuse, was commenting on a new training program that would rapidly upgrade its thirty assemblypersons on a broad set of new competencies. Gray-Syracuse is a world-class producer of precision casting parts for highly engineered products used in aircraft engines, power generation equipment, and missiles. Senior management, after developing ...

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