Financial Prospective Customer Prospective Internal Process Learning & Growth

Financial Performance: Competition: Employee Performance Employee Performance

 Branch profit  Market share of the branch  Employee productivity  % of employees receiving
 Earnings per share Customer Acquisition:  Employee satisfaction training
 Net profit growth  Customer increasing rate  Employee training and  Employee productivity
 Net profit margin  Customer satisfaction development with target
growth  Growth rate of customer  profit per employee  Employee satisfaction
 Profit margin complaints  Deposit per employee  Employee turnover
Asset Management:  Profit per customer  Income per employee  Level of education
 Assets of the branch Growth of Saving Accounts:  Staff turnover  Professional training
 Debt ratio  Growth in customer saving Customer Experience and Organizational Metrics:
 Deposits growth accounts Service Quality:  Cost per product/service
 NPL growth  Growth in demand deposit  Accuracy of handling  Deposits per Customer
 NPL / assets ratio  Growth in Margin deposit transactions  Profit per employee
Operational Efficiency:  Growth of current accounts  Cross-sell ratio  Responses of customer
 Branch operating  Growth of saving accounts  Customer complaints service
costs Financial Metrics:  Number of complaints  Revenue from new
 Operating efficiency  Growth loan/deposits  Response time products
 Operating revenues  Interest income/total  Service responsiveness  % of training hours per
Risk and Liquidity: income  Service quality & diversity employee
 Leverage ratio  Long-term deposit  Transaction efficiency  Number of transactions
 Liquidity ratio  Short term deposit  Transaction speed  Cost per transaction
Interest and Revenue: Digital Metrics Financial and Operational  Profit by product/service
 Interest rates  Growth of MB user Metrics:
 Net interest margin customers  Branch share of
 NII/interest exp.  Growth of card user consolidated revenue
 Revenue growth Customer  Branch share of electronic
 Expense growth  Growth of wallet account transactions
Product Profitability: user customer  Business per employee
 Product profitability  Growth of Agent growth
 Error rates
 Number of issued cards
 Number of new services
and products
 Sales performance
 Reporting standard

BSC