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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    N I N E

INFORMATION CAPITAL READINESS

INFORMATION CAPITAL (IC) IS the raw material for creating value in the new economy (see Figure 9-1). Information capital, consisting of systems, databases, libraries, and networks, makes information and knowledge available to the organization. Information capital, like human capital, has value only in the context of the strategy. An organization pursuing a low total cost strategy gets the highest returns from information systems that focus on quality, process improvement, and workforce productivity. A customer solutions strategy benefits most from information systems that reveal knowledge about customer preferences and behavior, and that enhance customer contact, service, and retention. And ...

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