Percentage of orders not shipped until after the promised delivery date would most likely be an example of Question 6 options: Both a lagging and leading indicator in the internal processes perspective because it provides feedback on delivery reliability and also indicates a need to improve processing speed and delivery reliability. A leading indicator in the innovation and learning perspective because it implies a need to innovate and invest in new processes to improve delivery reliability. A lagging indicator in the customer service perspective because it provides feedback but not guidance on an activity impacting the customer A leading indicator in the financial perspective because it helps forecast future declines in revenue due to unreliable delivery