Retail division of the bank Chemical Bank is facing lower margins and increased competition in lending and deposit gathering and processing business. He would like to implement a new strategy to become the preferred provider of financial services to the target groups. Division adapts the balanced scorecard to clarify and communicate the new strategy and to identify the key drivers for strategic success. The case describes the development of strategic objectives and actions within four points of view. Financial, customers, internal growth and learning, and the process of implementing a new system of measurement and control "Hide
by Robert S. Kaplan, Norman Klein Source: Harvard Business School 19 pages. Publication Date: February 17, 1995. Prod. #: 195210-PDF-ENG
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