70

Appendix A

Divine Word College of Legazpi

School of Business, Management and Accountancy
Cor., Rizal St. and Fr. Bates St., Legazpi City

Dear Respondents:
Greetings of Peace!
The researchers are conducting a study entitled “CORPORATE GOVERNANCE
OF CHINA BANK: A BALANCED SCORECARD APPROACH” in partial
fulfillment of the requirements for a degree of Bachelor of Science in
Accountancy.
In connection thereof, may we request you to answer the questions below for us
to be able to complete the data needed. Your answer will be highly appreciated.
Rest assured that any documents furnished will be treated with utmost
confidentiality and will only serve as the research purpose.
Thank you and God Bless.

Respectfully yours,
THE RESEARCHERS

Name (optional): ____________________________________________

Position: __________________________________________________
Instruction: Please check the line before the statement that corresponds to your
answer.
I. Initiatives of China Bank

A. Financial Perspective
____ Increase loans such as auto, housing and salary loans
____ Offer low maintaining balance and savings account.
____ Increase credit limit and interest of credit card accounts.
____ Reduce unit customer costs.
____ Offer new bank products and services
 71

____ Others please specify:

_________________________________________________________
___________________________________________________________
___________________________________________________________
________________

B. Learning and Growth Perspective

____ Allowing the employee to know that the supervisor/manager is

interested in his/her job progress and development.
____ Providing an opportunity for each employee to disclose job
problems and interests with his/her supervisor/manager.
____ Supporting in determining, recording and enhancing special
talents, skills and capabilities that might not be noticed or recognized
____ Allowing for an ease flow of communication between employees
and supervisor/manager
____ Focusing on the maximum attention on achievement of assigned
duties.
____ Assisting in the placements and movements of personnel which
will best employ each of their capabilities to the fullest.
____ Requiring employees to attend trainings and seminars that are
related in their specialization in the organization either from external or
internal programs and activities.
____ Providing mentoring or tutoring opportunities to employees in their
line of work in the organization
____ Having discussions with employees and raising concerns that
would need further improvement.
____ Bringing into line the organization’s vision, mission and goals to its
general proficiency.
____ Working of the executive leaders in line with the organization’s
mission and vision and reaching their major goals.
____ Others please specify:
_________________________________________________________
_________________________________________________________
_________________________________________________________
_______________

C. Customer Perspective

____ Promoting accountability and reliability through sending annual

reports to the sponsors and clients in line with identifying the
relationship status.
 72

____ Asking from client’s feedback on bank products and services

availed and allowing modifications that suits the client’s and bank’s
interests.
____ Observing and practicing basic courteousness and
professionalism.
____ Having a strong professional relationship with clients.
____ Ease of access to communication for queries and requests.
____ Having readily available amenities to ease tensions of waiting in
line.
____ Others please specify:
_________________________________________________________
_________________________________________________________
_________________________________________________________
_______________

D. Internal Business Process

____ Centralizing their backroom functions to help their people focus

more on and pursue development initiatives.
____ Adapting technological innovations to key human resource
processes such as timekeeping, attendance and payroll.
____ Adapting new and efficient practices for internal business
processes
____ Evaluation of implemented policies to see if it meets the standard
of the head office and gains positive results
____ Decrease in process time per transaction or creation of new
accounts.
____ Having seamless transactions between departments.
____ Having clear communication between employees and their
respective position in the business process.
____ Others please specify:
_________________________________________________________
_________________________________________________________
__________
 73

II. Current Status of the Initiatives

O – Ongoing E – Expired C – Cancelled

A. Financial Perspective
Target Initiative O E C
Increase loans such as auto, housing and
salary loans.
Offer low maintain balance and savings
Pursuit of Profit account.
Objective Increase credit limit and interest of credit
card accounts.
Reduce unit customer costs.
Offer new bank products and services
Prevent net profit interest via lending bias
Provide
in favor of low-risk consumer loans and
Shareholders
monitoring of top 10 borrowers.
with superior
Improve asset utilization
returns
Offer low risk-high return investments
Others Specified

B. Learning and Growth Perspective

Target Initiative O E C
Allowing the employee to know that the
supervisor/manager is interested in his/her
job progress and development.
Maintain
Providing an opportunity for each employee
and/or
to disclose job problems and interests with
improve each
his/her supervisor/manager.
employee’s
Supporting in determining, recording and
satisfaction
enhancing special talents, skills and
and morale in
capabilities that might not be noticed or
the working
recognized.
area.
Allowing for an ease flow of communication
between employees and
supervisor/manager
To achieve Focusing on the maximum attention on
the achievement of assigned duties.
organizational Assisting in the placements and movements
goals and to of personnel which will best employ each of
attain a their capabilities to the fullest.
positive result Requiring employees to attend trainings and
in the seminars that are related in their
 74

employee’s specialization in the organization either from

functions external or internal programs and activities.
Providing mentoring or tutoring opportunities
to employees in their line of work in the
organization.
Having discussions with employees and
raising concerns that would need further
improvement.
To re-align Bringing into line the organization’s vision,
the mission and goals to its general proficiency.
organization Working of the executive leaders in line with
with its core the organization’s mission and vision and
competencies reaching their major goals.
Others Specified

C. Customer Perspective
Target Initiative O E C
Promoting accountability and reliability
through sending annual reports to the
To achieve sponsors and clients in line with identifying
100% the relationship status.
customer Asking from client’s feedback on bank
satisfaction products and services availed and allowing
modifications that suits the client’s and
bank’s interests.
Observing and practicing basic
courteousness and professionalism.
Retain Having a strong professional relationship
customer’s with clients.
loyalty and Ease of access to communication for
trust queries and requests.
Having readily available amenities to ease
tensions of waiting in line.
Others Specified

D. Internal Business Process

Target Initiative O E C
Centralizing their backroom functions to help
Improve their people focus more on and pursue
bank’s development initiatives.
operational Adapting technological innovations to key
efficiency human resource processes such as
timekeeping, attendance and payroll.
 75

Adapting new and efficient practices for

internal business processes
Evaluation of implemented policies to see if
it meets the standard of the head office and
gains positive results.
Decrease in process time per transaction or
creation of new accounts.
Having seamless transactions between
departments.
Having clear communication between
employees and their respective position in
the business process.
Others Specified

III. Level of Effectiveness

3 – Highly Effective 2 – Effective 1 – Least Effective

A. Financial Perspective
Target Initiative 3 2 1
Increase loans such as auto, housing and
salary loans.
Offer low maintain balance and savings
Pursuit of Profit account.
Objective Increase credit limit and interest of credit
card accounts.
Reduce unit customer costs.
Offer new bank products and services
Prevent net profit interest via lending bias
Provide
in favor of low-risk consumer loans and
Shareholders
monitoring of top 10 borrowers.
with superior
Improve asset utilization
returns
Offer low risk-high return investments
Others Specified

B. Learning and Growth Perspective

Target Initiative 3 2 1
Maintain Allowing the employee to know that the
and/or supervisor/manager is interested in his/her
improve each job progress and development.
employee’s Providing an opportunity for each employee
satisfaction to disclose job problems and interests with
and morale in his/her supervisor/manager.
 76

the working Supporting in determining, recording and

area. enhancing special talents, skills and
capabilities that might not be noticed or
recognized
Allowing for an ease flow of communication
between employees and
supervisor/manager
Focusing on the maximum attention on
achievement of assigned duties.
Assisting in the placements and movements
To achieve of personnel which will best employ each of
the their capabilities to the fullest.
organizational Requiring employees to attend trainings and
goals and to seminars that are related in their
attain a specialization in the organization either from
positive result external or internal programs and activities.
in the Providing mentoring or tutoring opportunities
employee’s to employees in their line of work in the
functions organization.
Having discussions with employees and
raising concerns that would need further
improvement.
To re-align Bringing into line the organization’s vision,
the mission and goals to its general proficiency.
organization Working of the executive leaders in line with
with its core the organization’s mission and vision and
competencies reaching their major goals.
Others Specified

C. Customer Perspective
Target Initiative 3 2 1
Promoting accountability and reliability
through sending annual reports to the
To achieve sponsors and clients in line with identifying
100% the relationship status.
customer Asking from client’s feedback on bank
satisfaction products and services availed and allowing
modifications that suits the client’s and
bank’s interests.
Observing and practicing basic
Retain
courteousness and professionalism.
customer’s
Having a strong professional relationship
loyalty and
with clients.
trust
Ease of access to communication for
 77

queries and requests.

Having readily available amenities to ease
tensions of waiting in line.
Others Specified

D. Internal Business Process

Target Initiative 3 2 1
Centralizing their backroom functions to help
their people focus more on and pursue
development initiatives.
Adapting technological innovations to key
human resource processes such as
timekeeping, attendance and payroll.
Adapting new and efficient practices for
Improve internal business processes
bank’s Evaluation of implemented policies to see if
operational it meets the standard of the head office and
efficiency gains positive results.
Decrease in process time per transaction or
creation of new accounts.
Having seamless transactions between
departments.
Having clear communication between
employees and their respective position in
the business process.
Others Specified
 78

Appendix B

Divine Word College of Legazpi

School of Business, Management and Accountancy
Cor., Rizal St. and Fr. Bates St., Legazpi City

Dear Respondents:
Greetings of Peace!
The researchers are conducting a study entitled “CORPORATE GOVERNANCE
OF CHINA BANK: A BALANCED SCORECARD APPROACH” in partial
fulfillment of the requirements for a degree of Bachelor of Science in
Accountancy.
In connection thereof, may we request you to answer the questions below for us
to be able to complete the data needed. Your answer will be highly appreciated.
Rest assured that any documents furnished will be treated with utmost
confidentiality and will only serve as the research purpose.
Thank you and God Bless.

Respectfully yours,
THE RESEARCHERS

Name (optional): ____________________________________________

Position: __________________________________________________
Instruction: Please check the line before the statement that corresponds to your
answer.
I. Level of Effectiveness

1 – Least
3 – Highly Effective 2 – Effective
Effective

A. Financial Perspective
Target Initiative 3 2 1
Increase loans such as auto, housing and
Pursuit of Profit
salary loans.
Objective
Offer low-maintaining balance for current
 79

and savings account.

Increase credit limit and interest of credit
card accounts.
Offer new bank products and services
Offer low risk-high return investments

B. Customer Perspective
Target Initiative 3 2 1
Promoting accountability and reliability
through sending annual reports to the
To achieve sponsors and clients in line with identifying
100% the relationship status.
customer Asking from client’s feedback on bank
satisfaction products and services availed and allowing
modifications that suits the client’s and
bank’s interests.
Observing and practicing basic
courteousness and professionalism.
Retain Having a strong professional relationship
customer’s with clients.
loyalty and Ease of access to communication for
trust queries and requests.
Having readily available amenities to ease
tensions of waiting in line.