| Foreword to the Second Edition | 5 |
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| Foreword to the First Edition | 5 |
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| Table of Contents | 8 |
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| 1 Current Problems and Requirements | 11 |
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| 1.1 Current Problems | 11 |
| 1.2 Requirements | 17 |
| 2 Business Management Background | 19 |
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| 2.1 Tasks of Strategic and Operational Enterprise Management | 19 |
| 2.2 Value-Based Management | 28 |
| 2.3 Stakeholder Approach | 37 |
| 2.4 Customer Relationship Management | 38 |
| 2.5 Risk Management | 40 |
| 3 Business Management Instruments | 45 |
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| 3.1 Instruments for Strategic Enterprise Management | 45 |
| 3.2 Instruments for Operational Enterprise Management | 55 |
| 3.3 Instruments for Combined Strategic and Operational Enterprise Management | 62 |
| 4 Information Technology Instruments | 77 |
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| 4.1 Data Warehouse (Information Warehouse) | 77 |
| 4.2 Online Analytical Processing (OLAP) | 79 |
| 4.3 Business Intelligence | 81 |
| 4.4 Analytical Application Systems | 83 |
| 4.5 Internet | 85 |
| 4.6 Personalized Enterprise Portals | 86 |
| 5 Components of the SAP Solution | 87 |
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| 5.1 General Overview | 87 |
| 5.2 Strategic Enterprise Management | 95 |
| 5.3 Business Analytics | 152 |
| 6 Case Studies | 183 |
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| 6.1 Empresas Polar | 183 |
| 6.2 Henkel Surface Technologies | 187 |
| 6.3 Norwegian Defense | 190 |
| 6.4 Siemens | 193 |
| 7 Conclusion | 197 |
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| 7.1 Interview with David P. Norton | 197 |
| 7.2 Summary and Outlook | 201 |
| Abbreviations and Acronyms | 205 |
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| Bibliography | 209 |
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| Glossary | 217 |
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| Index | 223 |