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Balanced Scorecard Bank of America Customer Service

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Consider Bank of America's mission and strategy from the perspective of its potential, prospective, and present customers.

Identify at least three objectives for BOAs customer service perspective and show how they relate to the mission, vision and strategy of the organization.

For each objective, develop at least one meaningful performance measure (metric).
For each objective, identify at least one expected level of performance (target).
For each objective, identify at least one new action or program that needs to be developed to ensure successful implementation of the organization's strategy (initiative).

Include:

Objective
Measure
Target
Action

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Solution Summary

Your response is three objectives obtained from Bank of America's 2010 Annual Report Letter from CEO and then measures, targets and initiatives related to these objectives for the customer perspective of the balanced scorecard.

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? Identify at least three objectives for the organization's customer service perspective and show how they relate to the mission, vision and strategy of the organization.

Objective 1: To meet the full range of financial needs for individuals, ...

Solution provided by:
Carol Sargent, PhD
Education
  • BSc, University of Virginia
  • MSc, University of Virginia
  • PhD, Georgia State University
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