But if we cannot introduce some flexibility in the bonus rules I am afraid that we can lose James and that will be a significant loss for our company and for its future. Par This measure was assessed only in 3 quarters, and in all 3 quarters the branch scored above par. Citibank entered Indonesia in achieved independence in with seven other foreign banks and the aim of the country was to build up this relatively young economy with these banks helping out by transferring capital into the country, modernizing the banking infrastructure and make the country attractive for further investments and to develop well trained people.
Generation and Evaluation of Alternative Solutions Apart from the technical factors such as number and type of indicators, data generation architecture, and decision support that PRIMS assessment comprises, it also includes behavioural and organisational factors that are influencing performance.
Main reason for this is that non-financial elements run ahead as compared to financial measures, this will help the management to make calculated and informed decisions for the current and future business decision.
Given the current strategy of the bank, which focused on customer service as a key differentiator, Frits Seegers considered the customer satisfaction measure as critical to the long term success of his division.
For example you can recommend a low cost strategy but the company core competency is design differentiation.
Customer satisfaction and control goals were common to all branches in the division. Case study solutions can also provide recommendation for the business manager or leader described in the business case study.
He continually works on improving himself and his employees. Mehli Mistri do about the budget issue described on the first page of the case study. Performance Evaluation 13 2. Cilliers, ,"Customer Satisfaction: Time line can provide the clue for the next step in organization's journey.
Performance and Incentives The performance planning process started in October with a negotiation process between Frits Seegers and his area managers. Essay Question for written work: The customer base was very diverse.
James has been not just an exemplary employee in our area, but really someone who other branch managers could always look up to. According to Knussen and McFadyen,SurveyMoneky is an online tool that has built in format for asking questions multiple choice, true false, open-ended, etc.
Within these units institutional banking was the one generating highest revenues and profits. My case study strategy involves - Marking out the protagonist and key players in the case study from the very start. Once refreshed go through the case solution again - improve sentence structures and grammar, double check the numbers provided in your analysis and question your recommendations.
It had expanded to growing markets and countries where it wanted to generate profits and grow with these newly independent countries, like Indonesia.
SWOT analysis is a strategic tool to map out the strengths, weakness, opportunities and threats that a firm is facing. As a result of reading this article and through concepts learned in class and through the text, I have developed some recommendations that may help Citibank in the future.
Today it is a large bank which operates globally in 35 countries and has more than branches. Are managers at Citibank committed to achieving budget targets. 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.
It also provides starting ideas as fundamentals often provide insight into some of the aspects that may not be covered in the business case study itself.
Great tool for attracting large number of respondents and another ethical advantage is that of the IP addresses are not collected; there is no way of tracing the respondents.
Knussen and McFadyen,identified few advantages and disadvantages, the advantages, it has the ability to track respondents and re contact non-respondents.
This will allow the process to be less subjective. Reading up the HBR fundamentals helps in sketching out business case study analysis and solution roadmap even before you start reading the case study. 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.
These targets were cascaded down the organization. Your assignment should adhere to these guidelines: Service was delivered face to face in the branch or remotely, depending on the wishes of the customers. Upper Saddle River, New Jersey:. 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. 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.
This case provides a scoring sheet to be completed by the reader and an explanation of the. Citibank: Performance Evaluation. Performance management is about creating relationships and ensuring effective communication Its about focusing on what organisations, managers and team members need to succeed.
Case Analysis: Citibank: Performance Evaluation 1. Why has Citibank introduced a Performance Scorecard? The implemented performance scorecard specifies goals and measures manager’s performance in 6 areas: Financial measures Strategy implementation Customer satisfaction Control measures People Standards The primary purpose of the balanced scorecard is to set goals and allow.
Citibank: Performance Evaluation Case Analysis NOVEMBER 21, James McGaran’s Performance Evaluation. 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.
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.Citibank performance evaluation case