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Internal Business Perspective - Performance Measures
Although customer based measures are important, they must be translated into internal performance measures that can be achieved. Companies must decide on which core competencies they wish to excel. Usually there is a focus on critical internal operations that
enable them to satisfy customer needs. The internal measures should stem from business processes and key factors such as quality levels, on time delivery, customer relations, employee skills; improvement levels and productivity.
USAA, which provides financial services to military officers by mail and telephone, is an example of a Answer focused service. Focused network. Clustered service. Diversified netwo
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