ACC502: OPERATIONS MANAGEMENT ACCOUNTING

The following information is provided for National Bank of Fiji for the financial year 2019/2020. Financial perspective Actual Target Return on capital employed (ROCE) 12% 15% Interest income $9.5m $10m Net interest margin (margin achieved on interest income) 2.4% 2.5% Amount of new lending to SMES $60m $75m Customer perspective Actual Target Number of first-time homebuyers given a mortgage by the 2400 2500 National Bank of Fiji Number of complaints (per 500 customers) 5 3 Number of wheelchair ramps installed in branches 18 20 Internal Process Actual Target Number of business processes within National Bank 45 50 of Fiji re-engineered and simplified Number of new services made available through 'mobile banking" 2 5 Incidences of fraud on customers' accounts or credit 30 10 cards (per 500 customers) Learning and Growth Actual Target Number of colleagues trained to provide advice to SMEs 300 500 Number of projects (paid by the bank) undertaken by the National Bank of Fiji to support the local community 15 20 Number of community organizations supported (either through funding or by volunteers from National Bank of Fuji) 25 50 Required: Study the information given above and comment on the performance of the National Bank of Fiji under each perspective