Case Study — Citibank Performance Evaluation The following are specific course learning outcomes associated with this assignment:
Doing the year-end performance evaluation for James McGaran, the branch manager of the flagship office in the Los Angeles area, was probably one of the most difficult experiences in all my years with Citibank in the capacity of area manager.
James has been not just an exemplary employee in our area, but really someone who other branch managers could always look up to.
His career with Citibank has been a quick progression through the ranks from the assistant branch manager to the manager position at the most important of all the bank branches in the Los Angeles area — the Financial District office.
Until this year his performance exceeded expectations in every single year. His financial results have been truly impressive. At the same time Frits Seegers, President of Citibank California, was convinced that customer satisfaction indicator was important Citibank performance evaluation case only for meeting ever-increasing expectations of highly-sophisticated clients, but also for achieving strategic goals of the division, and staying competitive.
1. Analysis of the Citibank’s new evaluation system In order to deeply understand the Citibank’s new performance evaluation, first we need to clarify the purpose of Citibank’s introduction of the new performance scorecard. Case Solution. Citibank has introduced a new, comprehensive performance-scorecard system. A regional president struggles with a tough decision: how to evaluate an outstanding branch manager who has scored poorly on an important customer satisfaction measure. Performance evaluations are important tools that enable the management review the performance of employees. They are a common feature of most contemporary.
Not only would it be a substantial financial shortfall in total annual compensation for James, but it would also deal a blow to his self-esteem.
Having worked with James for the last eleven years I know that he is very conscientious worker and takes personal pride in successfully running the hardest of branch in the division.
Frankly, I could imagine that this evaluation could cause him to consider leaving the company, not even so much because of the reduced bonus, but also because of the feeling of being treated unfairly or not being valued by the company.
I also recognize that losing James would be a significant loss for our bank, notwithstanding the fact that it would be hard to find as qualified and dedicated manager as James for this particular branch.
It would cause a great damage to the morale of the 30 other branch managers in the area. It would stir speculations, gossip, accusations in favoritism.
Ultimately, if we have to make a negative evaluation of other employees based on the company approved metrics and stick to the rules, without giving them any concession, it could become a basis of labor dispute and even litigation by a disgruntled employee.
Finally, I believe that James is not only ambitious, highly qualified employee, but also a mature person. We would have to arrange a special meeting with him to explain our position, and to work out the plan for the future to help him improve the customer satisfaction rating, so next year we would not have to go through this agonizing experience any more.
Revised from original December version.Access to case studies expires six months after purchase date. Publication Date: December 02, Citibank has introduced a new, comprehensive performance-scorecard system. Citibank has introduced a new, comprehensive system of performance indicators.
Regional president struggling with a difficult decision: how to evaluate an outstanding branch manager, who scored poorly on an important measure of customer satisfaction.
Using Simulation Games and Case Studies in Teaching Performance Measurement and Management Nopadol Rompho Citibank: Performance Evaluation. Each case is discussed in a one-hour period. Students need to read the material and answer the case .
Performance Evaluation. Course Module in Human Resources Management. provide solid practical discussions on how to deal with evaluation. The case on Arrow Electronics in segment 2 is, on one level, about the workplace equivalent of academ ic Citibank: Performance Evaluation.
Simons Citibank has introduced a new. CASE “Citibank: Performance Evaluation” Harvard Business School rev: October 14, The Performance Scorecard: a strategic management tool Frits Seegers, President of Citibank California, is convinced that “in a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of.
Case Study – Citibank Performance Evaluation.
Read the “Citibank: Performance Evaluation” case. Assume that you are Lisa Johnson. Write a 4 to 6 page paper in which you.