30.

AnaCarolina and Jaco work at Duke Manufacturing, and they are tasked with determining appropriate performance metrics for the internal processes perspective of Duke's balanced scorecard. Which of the following is the best metric for this situation?

a.sales revenue

b.operating income

c.defective units produced

d.customer satisfaction rating

31.

Bekah and Rafael, supervisors in the Human Resources Department at James Manufacturing, are tasked with determining appropriate performance metrics for the learning and growth perspective of their company's balanced scorecard. Which of the following is the best metric for this situation?

a.hours of employee training offered each quarter

b.material price variance

c.return on investment

d.operating throughout