The Internal Business Process Perspective of a Balanced Scorecard May

The internal business process perspective of a balanced scorecard may contain which of the following set of performance measures?

A) Sales force efficiency, percentage of warranty claims, number of employees completed internal training
B) Defect costs, employee satisfaction rating, number of customer complaints
C) Sales force efficiency, scrap costs, percentage of machine downtime
D) Number of incorrect deliveries to customers, production cycle time, profit margin

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