Which of the following Key Performance Indicators (KPIs) would BEST measure the 'Internal Business Process' perspective of the Balanced Scorecard?

Answer options:

Return on Investment (ROI)

Customer Retention Rate

Cycle Time

Employee Training Hours

How to approach this question

Map the KPI to the 4 perspectives: Financial (Money), Customer (Satisfaction), Internal Process (Efficiency/Quality), Learning & Growth (People/Systems).

Full Answer

C.Cycle Time✓ Correct

Cycle Time measures how long it takes to produce a product or service, which is a direct measure of internal process efficiency.

Common mistakes

Confusing Internal Process with Learning & Growth.

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