The Internal Business Process Perspective of a Balanced Scorecard May

question 22

Multiple Choice

The internal business process perspective of a balanced scorecard may contain which of the following set of performance measures?

• A) Sales force efficiency, percentage of warranty claims, number of employees completed internal training
• B) Defect costs, employee satisfaction rating, number of customer complaints
• C) Sales force efficiency, scrap costs, percentage of machine downtime
• D) Number of incorrect deliveries to customers, production cycle time, profit margin

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Definitions:

Cognitive Learning

A type of learning that involves mental processes like thinking, knowing, remembering, and problem-solving, emphasizing understanding and organization of information.

Reinforcement

In psychology, a concept where a stimulus or event follows a behavior and increases the likelihood of the behavior's occurrence in the future.

Song Lyrics

The words or text of a song, often considered in terms of their meaning, rhyming scheme, and contribution to the song's overall effect.

Observational Learning

The process of learning behaviors by watching the behaviors of others and the consequences they face.