National Bank of Victoria (NBOV) Is the Fourth Largest Commercial

Multiple Choice

National Bank of Victoria (NBOV) is the fourth largest commercial bank in Australia. NBOV 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. NBOV'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 NBOV. Which is the most subjective?

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