impaired Number of wheelchair ramps installed in branches Internal processes 55 50 Number of business processes within the bank re-engineered Number of new services made available through 'mobile banking 110 100 2 5 Incidences of fraud on customers' accounts on credit cards (per 1,000 customers) Total carbon dioxide emissions (tonnes) 3 10 430,000 400,000 Learning and growth Number of colleagues trained to provide advice to SMEs Number of hours (paid for by the Bank) to support community projects 1,300 1,020,000 1,500 1,000,000 Number of trainee positions taken up by candidates from Ghana's most disadvantaged areas. 1,990 2,000 Number of community organizations supported (either through funding or by volunteers from Capital Bank. 7,250 7,000 Required: (a) Explain why the balanced scorecard approach to performance measurement is more useful to measure performance for the Capital Bank than a traditional approach using solely financial performance measures. (5 marks) (b) Using all of the information provided, including the Capital Bank's vision and values, discuss the performance of the Bank in 2021. NB: Use each of the four heading of the balanced scorecard to structure your discussion. (15 marks) (Total: 20 marks)