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Developing an Intellectual Capital System: the Process Model

  • Johan Roos
  • Göran Roos
  • Nicola Carlo Dragonetti
  • Leif Edvinsson

Abstract

COSA, the Caterpillar business unit responsible for most of Europe, the Middle-East, Africa and the CIS (Commonwealth of Independent States — the former USSR), is doing business with clear financial objectives. Its vital performance dimensions are sales growth, keeping the leading market position, and a good return to its owners, Caterpillar Inc. The chief performance measure in COSA is Return-on-Assets (ROA).

Keywords

Customer Satisfaction Call Centre Intellectual Capital Average Response Time Cooperation Partner 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

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Notes

  1. 4.
    For more information on the Navigator, see Chapter 4 and Skandia: Visualising Intellectual Capital in Skandia, Supplement to the 1994 Annual Report, 1995.Google Scholar

Copyright information

© Johan Roos, Göran Roos, Nicola Carlo Dragonetti and Leif Edvinsson 1997

Authors and Affiliations

  • Johan Roos
  • Göran Roos
  • Nicola Carlo Dragonetti
  • Leif Edvinsson

There are no affiliations available

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