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s are not valued mRelationships are not important19Knowledge Era: “Production” through DialoguemValues (trust) are keymI must discover others’ capabilities aspira tions to build uponmWe excel in teaming our petencies to seize opportunitiesmLearning enhances earnings20Tangible Assets Visible FinanceCashARPPEExternalInternalPersonalCompetenceShortterm DebtLoansStock EquityInvisible EquityObligationKarlErik SveibyCustomer CapitalStructural CapitalHuman CapitalKey Elements of Knowledge Capital21Financial FocusProcessFocusCustomerFocus Human FocusRenewal Development FocusIC Framework at Skandia22Skandia Navigator ModelFinancialCapitalHumanCapitalCustomerCapitalInnovationCapitalProcessCapitalOrganizationCapitalStructuralCapitalIntellectualCapitalMarket Value23Industrial Era Agricultural Era Adam SmithJames WattHenri FayolFrederick W. Taylor24Industrial Era Agricultural Era 25Industrial Era Agricultural EraAB C Culture of MistrustCulture of Devaluing26Industrial EraKnowledge EraAgricultural Era27Master Servant RelationshipWith One AnotherEmployerEmployeeConcept “+/—”“X”Industrial EraKnowledge EraAgricultural Era28Supply ChainSupplier Company Customer29Supply Chain extendedCustomers’CustomersSupplier Company Customers30Customers’