Sullivan Smiles is a dental practice comprised of over 200 offices located throughout the country. Their CEO, Anthony Parker, has set a number of ambitious goals for the upcoming year, including: * Increasing employee engagement by 10% * Reducing employee turnover by 20% * Increasing productivity by 10% To achieve these goals, he has committed to a training budget increase of at least 18%. Together, such metrics reflect the __________ component of a balanced scorecard. internal business process learning and growth customer financial