Australia and New Zealand Banking Group Limited (ANZ) is the fourth largest commercial bank in Australia. ANZ assets total $46.1 billion, loans of $26 billion, and total deposits of $35.5 billion. It provides online, telephone, and traditional banking and investment services to both individuals and businesses in Australia. ANZ's mission is to create an exceptional customer experience internationally by providing solutions through leading technologies, offering a wide selection of financial products and services, and leveraging experience to meet customers' needs. Internal business process measures on ANZ's balanced scorecard would likely include: $\begin{array}{llcc}
\text { I } & \text { Average wait time per customer} \
\text { II } & \text {Training and development costs per intemal employee} \
\text { III } & \text { Cost per customer served }\
\end{array}$

Question

Australia and New Zealand Banking Group Limited (ANZ) is the fourth largest commercial bank in Australia. ANZ assets total $46.1 billion, loans of $26 billion, and total deposits of $35.5 billion. It provides online, telephone, and traditional banking and investment services to both individuals and businesses in Australia. ANZ's mission is to create an exceptional customer experience internationally by providing solutions through leading technologies, offering a wide selection of financial products and services, and leveraging experience to meet customers' needs. Internal business process measures on ANZ's balanced scorecard would likely include: $\begin{array}{llcc}
 \text { I } &    \text { Average wait time per customer} \
 \text { II } & \text {Training and development costs per intemal employee} \
 \text { III } & \text { Cost per customer served }\
\end{array}$

Quizplus · Accepted Answer

Internal business process measures focus on efficiency and effectiveness of operations. "Average wait time per customer" and "Cost per customer served" are direct measures of operational efficiency, making I and III relevant.

Australia and New Zealand Banking Group Limited (ANZ) Is the Fourth