Cassie works at LoftCo, Inc., studying effective ways to retain the company's current customers. The performance measures she gathers include determining the number of customer returns each week. Cassie is focused on the internal processes perspective of the balanced scorecard performance management system.

Question

Quizplus · Accepted Answer

The internal processes perspective of the balanced scorecard focuses on the efficiency and effectiveness of company operations, not directly on customer retention or returns, which are more related to the customer perspective.

Cassie Works at LoftCo, Inc