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. All of the following measures could be included in a balanced scorecard for ANZ. Which is the most subjective?

A) Employee turnover
B) Leadership competence
C) Revenue growth
D) Quality improvement costs incurred