Sample Term Paper

Balanced scorecard can be the most effective tool in strategic management if the links between the input, processing of the input and the output can be logically aligned in an optimum manner (Hubbard, 2007). In this paper, there are four perspectives which would be considered.

The four perspectives are; learning/growth, internal business, customer service and financial. Following is the categorization of the performance measures given in the case study into the four perspectives (Albert et al, 2001).

Table: 1


Internal Business Processes

Customer Service


Number of new customers

New loans created

New accounts

New products introduced

Employee Training Hours

Employee Satisfaction

Employee Turnover


Cross Sells

Products per customer

Customer Satisfaction

Customer Retention

Sales Calls

Thank-you Calls

Outstanding loan balances

Deposit balances

Non-interest income

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