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CISA Practice Question: An IT balanced scorecard for a retail company…
An IT balanced scorecard for a retail company shows that the percentage of IT projects delivered on time has decreased from 85% to 70%. Which perspective of the balanced scorecard is MOST directly affected?
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Internal Process
The internal process perspective focuses on operational efficiency and project delivery metrics.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Learning and Growth
Why it's wrong here
Learning and growth covers staff competence, training and innovation capacity, not project delivery timeliness. It is tempting because skills shortages can cause delays, and it would be correct if the metric concerned certification rates, training completion or employee capability development.
- ✗
Financial
Why it's wrong here
The financial perspective covers IT cost, budget variance and value contribution, not delivery schedule performance. It is tempting because late projects often incur cost overruns, so a financial link appears plausible, and it would be correct if the metric concerned IT spend against budget or cost per transaction.
- ✗
Customer
Why it's wrong here
The customer perspective measures service quality, satisfaction and delivery to business users, not internal project schedule adherence. It is tempting because late delivery can eventually degrade user experience, and it would be correct if the metric were customer satisfaction scores or service availability affecting end users.
- ✓
Internal Process
Why this is correct
Internal Process covers operational efficiency and delivery capability, so a fall in on-time project delivery directly measures this perspective. The stem's constraint is the 85% to 70% decline in timely delivery, an execution metric, not a customer, financial or learning-and-growth outcome.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This CISA practice question is part of Courseiva's free ISACA certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the CISA exam.