Tri-Cities - Case a

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Executive Summary

Over the past few years, Tri-Cities Community Bank (TCCB) has had strong financial success. To continue along the path of success, a new performance measurement system which directs decision-makers toward long-term value-creating activities is to be discussed at the next annual strategic direction meeting. The new performance measurement system consists of using a Balanced Scorecard to improve the financial performance of TCCB along with other helpful tools such as a Cause-and-Effect Chain and a SWOT analysis. Balanced Scorecard

The Balanced Scorecard is an overview of the four business “perspectives” or “categories of measure” and translates the TCCB’s mission and vision into a detailed strategy map or a model that outlines the factors which drive performance. By listing specific objectives and measures and keeping them balanced across financial, customer, internal process, and learning and growth perspectives, TCCB can proactively work on maintaining their strategic goals. [pic]

Cause-and-Effect Chain
By cross-training the sales representatives on the various loan products that the bank offers, the employees will be able to participate in the loan referral incentive plan. The incentive plan will reward tellers with a cash bonus each month if they reach 30 qualified cross-sales/referrals. This will improve the employee satisfaction measure and motivate them to pursue new and existing customers. Tellers will utilize their suggestive selling techniques they learned from training to generate consumer interest in their products and secure qualified referrals and cross-sale opportunities. This will directly increase the amount of leads provided to the loan department resulting in an increase of new consumer and business loans. As loans balances for the bank increase, the bank will also experience a proportionate increase in new checking accounts because many of TCCB's loans require automatic debit payment from a TCCB checking...
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