Section A

EduTech Inc. uses the Balanced Scorecard to measure performance.

Which TWO of the following metrics would be classified under the 'Internal Business Process' perspective?

Answer options:

Percentage of revenue from new products.

Average time taken to resolve customer technical support tickets.

Number of software bugs identified during the quality assurance phase.

Customer net promoter score (NPS).

How to approach this question

Identify metrics that measure the efficiency, quality, or cycle time of the company's internal operations.

Full Answer

The Internal Business Process perspective focuses on the internal operations that create value for customers. Metrics like support resolution time and defect rates (bugs) directly measure the efficiency and quality of these internal processes. NPS is a customer metric, and revenue from new products relates to innovation/financials.

Common mistakes

Confusing internal process metrics with customer metrics (like NPS) just because the process affects the customer.

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Practice the full ACCA PM — Performance Management Practice Exam 2

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