Exercise $12-10($Static$)$ Internal Business Process Measures and Customer Value

Propositions $[$LO$12-1]$

The table shown below contains a varlety of performance measures that companies might use as internal business

process measures in thelr balanced scorecards. Each measure is accompanied by a $+$ or $-$ to Indicate whether the

performance measure should increase or decrease over time.

Required:

For each measure, place an $x$ In one of the three columns to indicate whether the measure would most likely be

adopted by a company pursuling a strategy focused on operational excellence, product leadership, or customer

Intimacy.