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Process improvement efforts are often complemented with a Balance Score Card (BSC). A BSC provides senior management and executives with a comprehensive set of Key Result Indicators (KRI) to assess how the organization is progressing toward meeting its strategic goals. It is typical to see a strategic goal in a BSC titled: "Customer Satisfaction", "Strengthen Customer Relationships" or "Increase Customer Base". For these types of goals, the KRI are tied to quality measurements, or Key Performance Indicators (KPI). This paper explores the various ways of how CAST Software's Application Intelligence Platform (AIP1) could support a process improvement program.
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