Requirement #1: Using the list of performance measures below, identify one performance measure for each of the four Balanced Scorecard Perspectives (Financial, Customer, Process, Learning & Growth) and briefly document why you categorized the performance measure the way you did.

ExhibitA2 - Performance Measures for TCCB Balanced Scorecards

Outstanding Loan Balances

Deposit Balances

Number of Products per Customer

Number of New Customers

Non-Interest-income earned from fees on services and products provided by the bank.(NII includes fees associated with CDs, ATM cards, insurance policies, lock boxes, annuities, brokerage accounts, checking accounts and travelers' checks)

New Loans Created

New Accounts

New Products Introduced

Employee Training Hours

Customer Satisfaction

Customer Retention

Employee Satisfaction

Sales Calls to Potential Customers

Thank-You Calls/Cards to New & Existing Customers

Employee Turnover

Referrals-referrals occur when an employee suggests a customer see another branch employee for more information about a product

Cross-Sells-selling multiple products to a customer when the customer comes in for only one product

Financial=

Customer=

Process=

Learning & Growth=