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
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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