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Question 3 20 marks The following information is provided for National Bank of Fiji for the financial year 2019/2020. Financial perspective Actual Target Return on capital employed (ROCE) 12% 15% Interest income $9.5m $10m 2.4% 2.5% Net interest margin (margin achieved on interest income) Amount of new lending to SMEs $60m $75m Customer perspective Actual Target 2400 2500 Number of first-time homebuyers given a mortgage by the National Bank of Fiji Number of complaints (per 500 customers) 5 3 Number of wheelchair ramps installed in branches 18 20 Internal Process Actual Target 45 50 Number of business processes within National Bank of Fiji re-engineered and simplified 2 5 Number of new services made available through 'mobile banking Incidences of fraud on customers' accounts or credit cards (per 500 customers) 3 10 Learning and Growth Actual Target Number of colleagues trained to provide advice to SMEs 300 500 15 20 Number of projects (paid by the bank) undertaken by the National Bank of Fiji to support the local community Number of community organizations supported (either through funding or by volunteers from National Bank of Fiji) 25 50 Required: Study the information given above and comment on the performance of the National Bank of Fiji under each perspective

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