Ruth Chambers, an executive in a large bank, recently attended a conference on management in the banking industry. At the conference, a Citibank manager presented a diagram similar to the one in Exhibit 20-2. Chambers is intrigued by the performance measurement problems posed by the diagram.

She asks, “How do you measure the performance of each step in the sequence from increased employee training to better financial results?”

Required Using a balanced scorecard as a reference point, write a report to Chambers that explains how to measure performance for each step in the sequence from increased employee training to better financial results