Citibank - performance o Based on measurable and to a large...

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Citibank Case Questions 1. Why has Citibank introduced a "performance scorecard"? The scorecard was introduced to reinforce Citibank’s revised business strategy o “…to build a profitable franchise by providing relationship banking with a high level of service to its customers” It was adopted to account for one of the primary drivers of financial performance, namely, customer service It accounts for a number of important indicators of company success/effectiveness, and provides an assessment of strategic progress 2. What are the pros and cons of this new measurement system? Pros include: o Comprehensive assessment of important performance dimensions o Provides a direct link between individual performance and unit
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Unformatted text preview: performance o Based on measurable, and to a large extent objective , standards • Cons include: o Balanced? Not clear if all measures should receive equal weight. o Some performance goals are influenced by factors beyond the control of bank managers o Managers are not involved in setting some goals; therefore, some concerns regarding buy-in o Questionable measurement qualities of the customer service dimension 3. Complete the year-end evaluation for James. All categories except for customer service should receive an above par rating. Use outside resources, the text book, go on line, etc. There is a 5 page limit! Good luck with finals...
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