Internal Processes Performance Measures The following are possible performance measures of internal processes:

1. Cost of replacement parts 2. Lead time (order to delivery)

3. Lead time (idea to working model)

4. Product returns per million 5. Payback on R&D costs 6. Percentage of sales from new products 7. Production defects per million 8. Repair cycle time 9. Cost of warranty repairs Identify the type of performance measure (cost, quality, or time) and the related process

(innovation, operations, or service-after-sale) for each of these measures.