A company selling life insurance policies is planning to implement the Balanced Scorecard approach. The board of directors is aware that it should consider four aspects of vision and goals:

• Financial perspective

• Customer perspective

• Internal business processes

• Innovation and learning.

Prepare a short introduction for a meeting of administrative staff which is intended to ask them to suggest items for inclusion under these four headings. Make your own list of three items for each heading so that you can help the discussion if it needs some prompting.