ITPEC FE Subject A April 2026 Question 51
ITPEC FE Subject A April 2026 — Question 51 of 60
Manufacturing productivity measured by a reduction in manufacturing days — an internal business process objective.
The Balanced Scorecard views performance from four perspectives:
- •Financial — how the company looks to shareholders
- •Customer — how customers see the company
- •Internal business process — which processes must be excelled at
- •Learning and growth — how the organisation improves its people and capability
Manufacturing lead time is a property of an internal process, so it belongs to the third perspective.
Answer (b)
Why not others:
- (a) — customer relationships measured by complaints is the customer perspective
- (c) — training hours to build development capability is the learning and growth perspective
- (d) — sustainable growth measured by order backlog is the financial perspective
Key rule: Ask whose viewpoint the indicator serves. Anything measured on people development is learning and growth; anything measured inside the workflow is internal process.
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