ABSTRACT
The quotation above calls attention to the importance of “soft,” or intangible, assets. These must be mobilized to implement strategies, including those that require redesigned supply chains. Kaplan and Norton list three intangible assets: the human, information, and organization capital. Human capital refers to individual employee skills. Information assets include systems, databases, networks, and infrastructure. Organization capital includes culture, leaders, mindsets of managers, and knowledge sharing. The organization must capture the skills of individuals. Section 5.2.2 describes a way to evaluate the state of these assets in the organization. This chapter addresses ways to fill gaps discovered in that evaluation to better assure that supply chain change lasts.
