The Following Information Is Based on a Fictitious Canadian Bank

Multiple Choice

The following information is based on a fictitious Canadian Bank (CB) and none of the numbers provided herein are real. CB assets total $46.1 billion, it has 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 Canada and abroad. CB's mission is to create an exceptional customer experience 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 CB. Which is the most subjective?

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