Australia and New Zealand Banking Group Limited (ANZ) Is the Fourth

Multiple Choice

Australia and New Zealand Banking Group Limited (ANZ) is the fourth largest commercial bank in Australia. ANZ assets total $46.1 billion, 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 Australia. ANZ's mission is to create an exceptional customer experience internationally 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 ANZ's balanced scorecard would likely include: $\begin{array}{llcc} \text { I } & \text { Average wait time per customer} \\ \text { II } & \text {Training and development costs per intemal employee} \\ \text { III } & \text { Cost per customer served }\\\end{array}$

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