... Kiến thức và Công cụ quản lý trong năm 2007 (Management Tools 2007, An Executive's Guide) For two decades now, ... performance (revenues, earnings, return oncapital, cash flow); •Customer value performance (market share, customersatisfaction measures, customer loyalty); •Internal business process performance (productivityrates, ... measures, timeliness); •Innovation performance (percent of revenue from newproducts, employee suggestions, rate of improvement index); •Employee performance (morale, knowledge, turnover,use of best...