This is a great strategy map summary. It is adapted from commonly used scorecards and adds a needed component of the User (Consumer) in addition to the Customer. As you know the two can be completely different.

1. Views Strategy Map
Improved Shareholder Value
Financial Revenue Growth Strategy Productivity Strategy
Increase Improve Cost Improve RONA
Build Franchise
Customer Value Structure Asset Utilization
Customer Customer 3 Value Proposition
Customer 2 Value Proposition
Customer 1 Value Proposition
Consumer Value Proposition Service Business Goal Brand Image
User CTQ - User Value Proposition
Price Quality Time Function Image Service
What is the problem? What is our solution? How is it better?
Customer
Internal User
Engagement
Innovation Management & Operational Environmental
Process Engagement Process Process
Process
Process
Build The Franchise Increase Customer Value Achieve Excellence Good Corporate Citizenship
Tools & Motivated Prepared Equipped Workforce
Competencies Competencies Technologies Climate for Action
Adapted from Kaplan & Norton, Figure 3-15 page 96 and ‘The Balanced Scorecard