Since most companies fail miserably at strategy implementation, this tool will help them pinpoint why - and more specifically, where - their strategies are not working, and what they must do to fix them. Focusing on four key internal processes - operations, customer relationships, innovation, and regulatory and social processes - Kaplan and Norton show executives how to use strategy maps to visually link those processes to desired outcomes, identify which processes create the most value for the organization, and allocate resources and investments in human, informational, and organizational capital to the areas that will deliver the greatest bottom-line impact.