¶ … categorize each of the performance measures in Table 2 as belonging to one of the four perspectives (to start you off, we've put the three financial goals in the table already).
Learning/Growth
Internal Business Processes
Customer Service
Financial
Improving the customer's experience
Number of new products per client
Employee training
New accounts
New loans created
Cross Marketing
New product development
Loan balances
Deposit balances
Non-interest income
(Albright, 2001) ("What is the Balance Scorecard," 2012)
Then, following the procedure described in Figure 1 of the article (p. 58), you are to connect these objectives and measures into two or more causal chains, indicating how the achievement of one objective leads to the potential achievement of another such that ultimately one or more of the financial performance objectives are achieved.
Improving the customer experience will lead to an increase in the total number of new accounts. This will help with cross marketing and it will enhance deposit balances. The below diagram is illustrating how these...
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