ExpertMedium2 marksMultiple Choice
ACCA · Question 32 · Syllabus F: Performance measurement
A telehealth provider is implementing Kaplan and Norton's Balanced Scorecard.
Which of the following metrics would correctly fall under the 'Internal Business Process' perspective? (Select all that apply)
A telehealth provider is implementing Kaplan and Norton's Balanced Scorecard.
Which of the following metrics would correctly fall under the 'Internal Business Process' perspective? (Select all that apply)
Answer options:
A.
Average server uptime percentage
B.
Average time taken to connect a patient to a doctor
C.
Patient satisfaction score out of 10
D.
Number of new training hours per employee
How to approach this question
Identify metrics that measure 'how well the business is running its operations internally'. Customer satisfaction is external; training is learning/growth.
Full Answer
The Balanced Scorecard has four perspectives: Financial, Customer, Internal Business Process, and Learning & Growth.
- Server uptime and connection times measure the efficiency of internal operations (Internal Business Process).
- Patient satisfaction measures how the customer views the company (Customer).
- Employee training measures the ability to improve and innovate (Learning & Growth).
Common mistakes
Confusing customer service metrics (like satisfaction) with internal process metrics (like connection speed).
Practice the full ACCA MA — Management Accounting Practice Exam 1
38 questions · hints · full answers · grading
More questions from this exam
Q01BioGenix Therapeutics is deciding whether to acquire a smaller biotech startup to expand its gene...EasyQ02AeroSpace Imaging Inc. processes terabytes of satellite imagery daily to provide real-time agricu...MediumQ03A non-governmental organization (NGO) providing clean water solutions incurs the following costs ...EasyQ04The IT support department of a global fintech company provides internal services to other departm...EasyQ05Which of the following is NOT a characteristic of good management information, according to the A...Easy