AN ASSESSMENT OF BANK PERFORMANCE BASED ON BALANCED SCORECARD IN CASE OF NIB INTERNATIONAL BANK S.C

Abstract

A balanced score card (BSC) is a strategic planning and management system that organizations use to communicate what they are trying to accomplish. Align day-to-day work that everyone is doing with strategy. Prioritize projects, products and services. Measure and monitor progress towards strategic targets. The purpose of this study is to assess bank performance based on balanced score card in case of Nib bank. The study focused on four perspective of BSC namely; financial perspective, customer perspective, internal process perspective and learning & growth perspective. To achieve the objective of the thesis purposive sampling technique was used, in order to reach a targeted sample quickly; based on characteristics of a population and the objective of the study. Both qualitative and quantitative research approaches were employed and closed and open ended questionnaire were used as data collection instrument. Managers of sample organization were communicated to identify the key staffs that are responsible in balanced score card implementation. 85 staffs are taken as respondent from management, project management, human resource and accounting & finance departments of the bank. A questionnaire was distributed to respondents. As the finding show BSC implementation brings improvements on financial, customer, internal process and learning& growth perspective and the study revealed that inability to automate the system, customer oriented activity not competitive and no established performance evaluation and rating system. On the other hand among many, the major problem of BSC as performance management system of the bank were weak or lack of sufficient information of balanced score card design and implementation, lack of implementation process and lack of design process. Therefore the study found all levels require preparing with participation all leaders and employees, prepare clear vision and value, employees of bank strongly committed to implement BSC, develop skill for leaders and employees were used possible strategies to solve the problems in BSC implementation.