Cruz, InêsPais, João Pedro Rocha2014-03-192014-03-192014-01http://hdl.handle.net/10362/11710A Work Project, presented as part of the requirements for the Award of a Masters Degree in Finance from the NOVA – School of Business and EconomicsIn contrast to most studies of BSC in the Banking Industry, which focus on the BSC at a branch and corporate level, the present Work Project (WP) designed a BSC-type management system for a back-office department of a Bank that handled areas such as project management, quality, internal control and procurement. Objectives under the MBO system and connected to incentives in place were misaligned with the Bank’s prime goal of reducing the cost-to-income ratio, a problem which this WP sought to solve. Also, the present WP proposes a hybrid approach to BSC design.engBalanced scorecardBankBack-office departmentCase studymaster thesis201528142