The following information is based on a fictitious Canadian Bank (CB)and none of the numbers provided herein are real. CB assets total $46.1 billion, it has 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 Canada and abroad. CB's mission is to create an exceptional customer experience 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 CB's balanced scorecard would likely include:
I. Average wait time per customer
II. Training and development costs per internal employee
III. Cost per customer served
A)I and II only
B)I and III only
C)II and III only
D)I, II, and III

Question

Quizplus · Accepted Answer

Internal business process measures on CB's balanced scorecard would likely include the average wait time per customer and the cost per customer served as they would directly impact customer satisfaction and retention. However, training and development costs per internal employee might be more relevant to employee development and satisfaction, which can be considered as part of CB's learning and growth perspective rather than an immediate internal business process measure.

The Following Information Is Based on a Fictitious Canadian Bank