This is the case study for the Bank.

The Stephanie Bank is a bank based in the country of UK.It has a total of 65 branches in the country and also offers online banking (access to services via computer )to its customers and recently Bank is also offering its customer a range of mobile banking services,which can be accessed from mobile and tablets of customers.Its customer base is made up of both private individuals and business customers .The ranges it offers includes Current accounts,Saving accounts,Credit cards,Business and personal loans and mortgages.The Stephanie bank aim is to be the bank that accomodate its customers with 24/7 help .The bank values are stated as:

Always fulfilling customers need first which include anticipating and understanding customers needs and making services available to as many customers as possible.The bank has recently invested heavily in IT security to prevent fraud and to secure the customers personal information.

Making business simple which is to involve identifying oppotunities to simplify activities and communicating clearly and openly.

Helping the customers which involve primarily helping the disadvantaged and new homewares but also supporting small and medium sized businesses and be fair and responsible all the time.

The balance scorecard is shown below:

Performance measure20162016

ActualTarget

Financial perspective:

Return on capital employed11%12%

Interest income$7.5million$7 million

Net interest margin2.4%2.5%

Amounts of new lending$135million$150million

Customer perspective:

No.of first time homebuyers

given by a mortgage by the Bank8600080000

No. of complaints1.52

No.of talking cashpoint installed

for visually impaired120100

No.of wheelchair ramps installed5550

Internal processes:

No.of business processes within bank110100

No.of new services made for mobile25

Fraud incidences310

Total CO2 emission(tonnes)430000400000

Learn and growth:

No.of colleagues trained to provide

advice13001500

No. of hours paid to support

community projects10200001000000

No.of trainee positions taken up by

candidate for most disadvantaged areas19902000

No.of community organsisation

supported72507000

Discuss why the balanced scorecard approach to performance measurement is more useful to measure performance for the Bank than a traditional approach using solely financial performance measures.