Mason works at LoftCo, Inc., studying and improving operational efficiencies. The performance measures he gathers include determining the number of defective units produced in a week. Mason is focused on the internal processes perspective of the balanced scorecard performance management system.

Operational Efficiencies

The capability to deliver products or services in a cost-effective manner while maintaining high quality.

Internal Processes Perspective

An angle of the Balanced Scorecard that focuses on the processes that organizations must excel at to satisfy customer and shareholder needs.

Defective Units

Items produced that do not meet the quality standards required for sale or use.