ABSTRACT
The process perspective contains objectives that describe the strategy within the organization's processes. It will not include all of the organization's processes and their objectives. Rather, it will be the few that will make the biggest difference to the higher perspectives. The financial, customer and environmental perspectives contain the effects of the activities of one's organization. In contrast, the process perspective is inside one's organization and describes what one has to do. Achieving objectives in this perspective should cause objectives in the higher perspectives to change. This chapter has explained how one's process objectives can be linked to their objectives in the higher level perspectives. At the organizational level, there is an obvious temptation to develop a set of process objectives that reflect the existing divisions or functions of the organization. The customer objectives are where the revenues come from in commercial organizations, and customers' needs are also the main focus of not for profit organizations.
