Local Bank discloses to you that it uses a balanced scorecard with the following performance measures for its branch managers:
€¢ Compliance with procedures
€¢ Customer satisfaction
€¢ Customer wait time
€¢ Employee competencies
€¢ Market share
€¢ Profit
Required
a. Link the measures to the perspectives of the balanced scorecard by filling in the following table

b. Present a business model as in Exhibit 18.1 that would lead the company to choose this set of measures.

Transcribed Image Text:

Perspective 1. Financial 2. Customer 3. Learning and growth 4. Internal business Performance Measure Linked to Perspective Number? Compliance with procedures Customer satisfaction Customer wait time Employee processes Profit