Over the Past Two Years, the Orange Bank Has Closed

question 36

Multiple Choice

Over the past two years, the Orange Bank has closed numerous country branches and significantly reduced staff numbers. In the same period, the bank has posted record profits and paid its top executives significant salary increases. However, the bank has also received a significant increase in customer complaints. In an attempt to redress the situation, the bank has decided to improve its image, and one major focus is to determine the average waiting time for calls to be answered. Which of the following would best describe this KPI?

• A) Strategic and outcome
• B) Strategic and driver
• C) Operating and outcome
• D) Operating and driver

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Definitions:

European Colonization

The process by which European nations explored, conquered, and settled in territories across the world, starting in the late 15th century, often resulting in profound changes to indigenous populations and cultures.

Independence Movements

Political campaigns, often involving conflict, by which colonial or controlled territories seek to gain sovereignty and self-governance.

Latin America

A region in the Western hemisphere, primarily speaking Spanish, Portuguese, and French, encompassing countries in both South and Central America, as well as the Caribbean.

Economic Development

The process by which the overall health, well-being, and academic level of the general population of a specific area or country improves.