The Willowbrook Community Bank recently decided to adopt a balanced scorecard system of performance evaluation. Below is a list of primary performance goals for four major performance categories that have been identified by corporate management and the board of directors.

1. Financial Perspective—Maintain and grow the bank financially

a. Increase customer deposits

b. Manage financial risk

c. Provide profits for the stockholders 2. Customer Perspective — Maintain and grow the customer base

a. Increase customer satisfaction

b. Increase number of depositors & customer retention

c. Increase quality of deposits 3. Internal Perspective — Improve internal processes

a. Achieve best practices for processing transactions

b. Improve employee satisfaction

c. Improve employee promotion opportunities 4. Learning and Innovation — Improve market differentiation

a. Beat competitors in introducing new products

b. Become first mover in establishing customer benefit for customers

c. Become recognized as an innovator in the industry

Required

a. For each of the 12 goals above suggest at least one measure of performance to measure the achievement of the goal.

b. At what level of the organization should the balanced scorecard be implemented as a means of evaluating performance? Explain.