The internal business process perspective describes the internal processes needed to provide value for customers and owners. The framework for this perspective is provided by the process value chain, which consists of: innovation process, operations process, and post$-$sales service process. The innovation process anticipates the emerging and potential needs of customers and creases new products and services to satisfy those needs. The operations process produces and delivers existing products and services to customers. The post$-$sales service process provides critical and responsive services to customers after the product or service has been delivered.

For each of the processes in the columns below, check the appropriate objectives and measures:

Increase number of new products

InnovationOperationsPost$-$Sales ServiceInnovation

Increase percent of sales from proprietary products

InnovationOperationsPost$-$Sales ServiceInnovation

Decrease development cycle time $($time to market$)$

InnovationOperationsPost$-$Sales ServiceInnovation

Decreasing maintenance cost to consumer

InnovationOperationsPost$-$Sales Service

Decreasing response time for customer complaints

InnovationOperationsPost$-$Sales Service

Increasing process efficiency

InnovationOperationsPost$-$Sales Service

Decrease quality costs

InnovationOperationsPost$-$Sales Service

Time to market $($start to finish$)$

InnovationOperationsPost$-$Sales Service

Increasing output yields $($good output$/$good input$)$

InnovationOperationsPost$-$Sales Service

Decreasing manufacturing cycle time

InnovationOperationsPost$-$Sales Service

Increasing velocity

InnovationOperationsPost$-$Sales Service

Number of patents pending

InnovationOperationsPost$-$Sales Service

Increasing manufacturing cycle efficiency

InnovationOperationsPost$-$Sales Service