In order to delight its customers, Tri-Cities Community Bank, a US bank, implemented the balanced scorecard approach. The scorecard contained both financial and non-financial measures in the areas of 1) Financial; 2) Customer; 3) Internal and; 4) Learning and Growth: Three performance indicators that measured customer satisfaction were selected. Customer surveys revealed that customers expected bank sales officers to be knowledgeable about new product introductions. The BSC implementation team s...

BPIR Categories

14.3.2 Implement an improvement approach/method/technique
14.1.1 Design & deploy performance measurement system

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