What does the Business Process Perspective in the BSC aim to excel at?

The Business Process Perspective in the Balanced Scorecard (BSC) emphasizes the importance of delivering customer value as a primary goal for an organization. This perspective focuses on the internal processes that create and deliver products or services that meet customer expectations and enhance satisfaction.

By excelling in delivering customer value, organizations can differentiate themselves in the marketplace, foster customer loyalty, and ultimately improve financial performance. This approach encourages companies to not only streamline their processes but also innovate and improve the quality of their offerings based on customer feedback and needs.

While cash flow management, customer satisfaction, and reducing operational costs are important components of overall organizational strategy, they are secondary to the central tenet of delivering value to the customer in the context of business processes. The effective alignment of business processes with customer needs underpins the success of other areas, making it crucial for achieving long-term strategic goals.