Citibank james mcgaran case study

Branches had to score at least par defined as 4 on a scale of 1 to 5 to be eligible for any bonus. James McGaran was the manager of the most important of the 31 Los Angeles area Citibank locations and as Citibank james mcgaran case study result, his Performance Review was perhaps the most important for the expected success of Citibank California.

And if this policy implemented as it is, it may lead to demoralization of employees and fall in overall performance of the company. Recommendations to adjust the design of the balance score card Frits Seegers considers the customer satisfaction measure as a critical value to long-term success of his division.

James McGaran was extremely sensitive towards his ratings. If the consequences and interests of the ratings are enormous, Citibank should reconsider the way in which customer satisfaction is measured.

James McGaran, the manager of the most important branch in Los Angeles area has been in the banking industry since and started working for Citibank since According to company policy, without par ratings in each of the individual dimensions, an overall above par score cannot be given.

Also another serious issue was that the bank targeted relationship banking but the number of clients per employee were very large as compared to the rivals. Strong growth seen in business, professional and retail. In this backdrop two alternatives exist for the company: He has been a consistent high performer and grew rapidly within the organization.

It had eighty branches compared with four hundred offices of its biggest competitor. He had delivered impressive financial results for four years in a row. Alternative 2 Performance of Prism Management System This emphasizes that performance measures should be derived from strategies.

Financial, strategy implementation, customer satisfaction, and control targets formed the quantitative basis for ex post performance evaluation. To add to the woes of James, one of the employee was absent for the third quarter. It was his branch that generated highest revenue and made the greatest margin contribution to the business.

These targets were cascaded down the organization. As Frits Seegers, President of Citibank California, identified, without improving customer satisfaction, the extreme success that Citibank was experiencing through financial profits, would be extremely temporary.

Citibank: Performance Evaluation Essay Sample

As mentioned above, multiple measures allow the firm to evaluate both objective and subjective criteria and hence encapsulate the relative merits of both.

To order copies or request permission to reproduce materials, call or write Harvard Business School Publishing, Boston, MA The software has the ability to track respondents and re contact non-respondents.Citibank: Performance Evaluation Essay Sample Question 1) Which of James McGaran’s performance measures are objective, and which are subjective?

Evaluate the pros and cons of objective and subjective measures in. CITIBANK: Performance Evaluation of James McGaran Considering the performance evaluation measures developed by Citibank which includes both financial and non. published this ; no reads; Citibank - Case Study Brief overview of the case Citibank has introduced a new performance-scorecard system composed by six different types.

Citibank: Performance Evaluation James McGaran's performance evaluation was next. Frits felt uneasy about this one.

Citibank - Performance Evaluation

McGaran was manager of the most important branch in the Los Angeles area, and his financials were impressive. A She knew that James' case would be. Essays - largest database of quality sample essays and research papers on Citibank James Mcgaran Case Study.

James McGaran was the manager of the most important of the 31 Los Angeles area Citibank locations and as a result, his Performance Review was perhaps the most important for the expected success of Citibank California.

Case Details James McGaran is the manager of most important branch in Los Angeles His branch has done better than others He has delivered impressive financial results for four years in a row His customer satisfaction ratings were below par He took steps to improve customer satisfaction (rating improved in last quarter).5/5(1).

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Citibank james mcgaran case study
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