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What are some pitfalls to avoid when implementing a balanced scorecard? Give two examples of nonfinancial measures of internal-business process quality in a balanced scorecard.

What are some pitfalls to avoid when implementing a balanced scorecard? Give two examples of nonfinancial measures of internal-business process quality in a balanced scorecard. Give two examples of nonfinancial measures of customer satisfaction relating to quality in a balanced scorecard. Explain your choices.

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