YY is a large banking organisation. It has a branch in most of the towns in the country in which it operates. The bank’s business is mainly concerned with private individuals. It is a very ‘traditional’ bank that offers only ‘over the counter’ services during limited opening hours. 

At a recent board meeting, the directors of the bank stated that they were worried that the bank was losing customers to the new style banks that offer a much more friendly service, longer opening hours, internet banking and a diverse range of banking services. 

It has now been decided that the bank will pursue strategies to achieve the goal of being ‘The bank that people choose’ and will use a balanced scorecard to monitor progress towards that goal. 

Required 

Produce, for each of the three non-financial perspectives of a balanced scorecard, an objective and a performance measure that the bank could use.