Question: 1. What are the major problems facing the credit card division? 2. What steps are required to develop a good internal and external performance and

1. What are the major problems facing the credit card division?

2. What steps are required to develop a good internal and external performance and information system?

3. How should internal and external performance be related? Are these data related? What do graphs and/or statistical data analysis tell you, if anything? (Use the data in Exhibit 3.8 to help answer these questions).

4. Is the real service level what is measured internally or externally? Explain your reasoning.

5. What are your final recommendations?

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