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Measuring Intellectual Capital/ Intangible Assets Malone -Sveiby

Measuring Intellectual Capital/ Intangible Assets Malone -Sveiby. Malone Financial Focus Customer Focus Process Focus Renewal and Development Focus Human Focus Sveiby Customer (external structure) Growth/Renewal –Efficiency -Stability Organization (internal structure)

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Measuring Intellectual Capital/ Intangible Assets Malone -Sveiby

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  1. Measuring Intellectual Capital/ Intangible AssetsMalone -Sveiby • Malone • Financial Focus • Customer Focus • Process Focus • Renewal and Development Focus • Human Focus • Sveiby • Customer (external structure) • Growth/Renewal –Efficiency -Stability • Organization (internal structure) • Growth/Renewal – Efficiency – Stability • People (Competence) • Growth/Renewal – Efficiency – Stability UPH

  2. Measuring Intellectual Capital/ Intangible AssetsMalone -Sveiby • Malone • Financial Focus • Customer Focus • Process Focus • Renewal and Development Focus • Human Focus • Goran Roose • All Resources (100% = total value of business) • Human Resources • Organizational Resources • Relational Resources • Physical Resources • Monetary Resources UPH

  3. Customer Focus Telephone accessibility Rate of repeat customer (%) Points of sale (#) Renewal and Dev Focus (Part Indicators) Marketing expenses/product (#) Average contact by cust (#) Investment in strategic part dev (#) External Structure Growth/Renewal Revenue growth Image enhancing customer Efficiency Change in sales/customer 3. Stability Repeat orders Five largest customer (%) Malone- Sveiby UPH

  4. Process Focus (11 indicators) Admin expense /managed assets (#) Contract/employee (%) Cost of IT less than 2 years ( compare to revenue and profits, quality goal) Renewal & Dev Focus ( Part indicators) Invest in new customer service Common training program company and partners IS, Engineering, Communication network Internal Structure Growth/Renewal IT Investment/value added Org enhancing customer Efficiency Change in proportion of admin staff Sales/Admin staff 3. Stability Admin staff turn over Admin staff seniority years Rookie ration Malone- Sveiby UPH

  5. Human Focus Managers assigned to employees Per capita annual cost Competence Growth/Renewal Professional experience in years Education level Value added (expert, employee) Efficiency Professional/Employees Profit per professional 3. Stability Expert turn over Expert seniority in year Median age of all employees Malone - Sveiby UPH

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