Mary Waller, an executive in a large bank, recently attended a conference on management in the banking industry. At the conference, a manager from Citibank presented a diagram just like the one in Exhibit 12.3. Ms. Waller is intrigued by the performance measurement problems posed by the diagram. She asks, ‘‘How would you measure the performance of each step in the sequence from increased employee training to better financial results?’’ Using the balanced scorecard as a starting point, write a report to Ms. Waller that explains how to measure performance for each step in the sequence from increased employee training to better financial results.