CASE STUDY As the old axiom says, you can’t improve what you can’t measure. Up until a few years ago, the utility bills paid by National Bank of Arizona fell firmly into the “unmeasured” category. The bank’s central accounting department simply received and paid all utility bills on behalf of the bank’s 70 plus branches statewide. The department tracked utility costs as a single expense for each site, with no itemization of electric, natural

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