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For each of the following measures, identify which perspective of the balanced scorecard it represents: financial,...

For each of the following measures, identify which perspective of the balanced scorecard it represents: financial, customer, internal-business-process, or learning-and growth. service response time market share gross margin percentage defect rates A. internal-business-process B. customer C. financial D. internal-business-process

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Answer #1
Service response time Internal-business-process As it is related to internal functioning and working process of an organization
Market share Customer It represents the relative share of a product/service in the market and is related to customer perspective
Gross margin percentage Financial It represents the financial performance of an organization
Defect rates Internal-business-process As it is related to internal functioning and working process of an organization
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