The Following Information Is Based on a Fictitious Canadian Bank

question 35

Multiple Choice

The following information is based on a fictitious Canadian Bank (CB) and none of the numbers provided herein are real. CB assets total $46.1 billion, it has loans of $26 billion, and total deposits of $35.5 billion. It provides online, telephone, and traditional banking and investment services to both individuals and businesses in Canada and abroad. CB's mission is to create an exceptional customer experience by providing solutions through leading technologies, offering a wide selection of financial products and services, and leveraging experience to meet customers' needs. Internal business process measures on CB's balanced scorecard would likely include:
I. Average wait time per customer
II. Training and development costs per internal employee
III. Cost per customer served

• A)I and II only
• B)I and III only
• C)II and III only
• D)I, II, and III

---

Definitions:

Life Expectancy

The typical lifespan a person is anticipated to have, determined by demographic characteristics.

Health Expectancy

A statistical measure of how long people can expect to live without serious health issues.

Healthy Life Expectancy

The number of years a person is expected to live in good health by taking into account years lived in less than full health due to disease and/or injury.

Well-years

A measure used to describe the number of years lived in good health, free from serious illness or disability.