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:

Government Restrictions

Regulations and policies imposed by governmental bodies aimed at controlling or limiting certain activities or practices within a country.

Mass Production

The large-scale manufacturing of goods using assembly line techniques and machinery, aimed at producing large quantities of standardized products efficiently.

New-Category Entries

Products that are new to a company but not new to the marketplace.

Inventions

The act of creating or designing something new that has never existed before, often protected legally by patents.