Functional performance measures differ from customer satisfaction performance measures in that they are used primarily to evaluate:
A) internal processes.
B) external processes.
C) benchmark processes.
D) continuous improvement processes.

Question

Quizplus · Accepted Answer

Functional performance measures are used to evaluate internal processes to ensure they are efficient and effective, whereas customer satisfaction measures focus on the customer's perspective.

Functional Performance Measures Differ from Customer Satisfaction Performance Measures in That