Echo Beetle is an interior design and renovation management firm. The customer perspective of Echo Beetle's balanced scorecard contain these two measures: (1) client satisfaction rating and (2) percentage of projects completed on-time. Which of the following are the most appropriate measures on Echo Beetle's internal business process perspective?

A) Adherence to project schedule (%) , number of projects that passed internal quality inspection
B) Machine down time, productivity
C) Product defects, number of customer complaints
D) Time employees spent on training, cost per project

Adherence to project schedule (%), number of projects that passed internal quality inspection are appropriate measures on Echo Beetle's internal business process perspective because they relate to the efficiency and effectiveness of the firm's project management processes. Machine down time and productivity are more relevant to a manufacturing or production company, and product defects and customer complaints are more suited for measuring quality control in a product-based company. Time spent on employee training and cost per project are more relevant to the firm's learning and growth perspective.