1 Are the latest performance measurement changes likely to move the ANZ organisational culture to one that is more focused on customer outcomes?

In Australia, versions of the balanced scorecard have been applied in a range of financial services and service sector firms. For instance, retail bank ANZ has utilised an extended balanced scorecard covering five generic KRAs.
Although these are organisation-wide criteria, each of the ANZ’s business units is able to decide the weighting that it wishes to assign to each KRA in assessing its own employees (Callus 2005: 19–20).