In a balanced scorecard system, which of the following KPIs would relate to the internal business perspective?
A) Defect rate
B) Employee satisfaction
C) Gross margin growth
D) Number of repeat customers

Question

Quizplus · Accepted Answer

The internal business perspective of a balanced scorecard focuses on the processes that have the greatest impact on customer satisfaction and achieving the organization's goals. Defect rate directly relates to the quality of the internal processes, making it a key performance indicator (KPI) for this perspective.

In a Balanced Scorecard System, Which of the Following KPIs