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 $95m $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 National

Bank of Fiji

2400 2500

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 of

Fiji re-engineered and simplified

45 50

Number of new services made available through 'mobile

banking'

2 5

Incidences of fraud on customers' accounts or credit

cards (per 500 customers)

3 10

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 Fiji)

25 50

Required:

Study the information given above and comment on the performance of the National Bank of Fiji

under each perspective. (2.5 marks per perspective) Total 10 marks.