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Ana Carolina and Jaco work at Duke Manufacturing, and they are tasked with determining appropriate performance metrics for the internal processes perspective of Duke's balanced

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Ana Carolina 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. operating income b. defective units produced c. sales revenue d. customer satisfaction rating

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