ACCA Strategic Professional · Advanced Performance Management · Non-financial performance measurement
Quillon Bank's internal business process perspective currently measures cost per transaction only. Management wants a measure that captures process quality and innovation consistent with this perspective. Which is most suitable?
The percentage of loan applications processed without errors or rework is the most suitable, as it measures internal process quality. Share price is a financial measure, the décor survey reflects the customer perspective, and shareholder numbers are not a process measure.
- APercentage of loan applications processed without errors or reworkCorrect
- BShare price at the year end
- CCustomer survey score on branch décor
- DNumber of shareholders on the register
Explanation
The internal process perspective looks at what the firm must excel at internally, including quality and cycle times. Error-free processing fits. Share price is financial, a décor survey is a customer view, and shareholder numbers are not a process measure.
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