a) Explain the advantages non-financial performance measures offer for managing resources and creating value, compared with financial measures.

b) Provide four examples of non-financial performance measures that could be used to measure the performance of a bank.

c) Distinguish between lag and lead indicators. Provide two examples of each to illustrate your answer.

d) Define quality and explain the difference between quality of design and quality of conformance.

e) Describe the four types of quality costs and provide two examples for each type.