=+3 Market share Sales revenue as a percentage of total industry sales in the country Internal process perspective 1 Quality measure The product’s score on an aggregate measure of quality 2 Number of improvements implemented Number of employee suggestions chosen to be implemented 3 Employee productivity (output per employee hour)

Total output of completed product divided by total operating employee hours 618 Chapter 15: Strategy, balanced scorecard and strategic profitability analysis M15_HORN3377_02_LT_C15.indd 618 2/09/13 3:56 PM Learning-and-growth perspective