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Citibank: Performance Evaluation

Simons, Robert; Davila, Antonio

Product #:198048
Supplier:Harvard Business School
Discipline:Accounting
Setting:United States, 1996
Details:Case (PDF) • 9 pages • 1997-12-02 (Rev: 1999-10-14)

Subjects:

Balanced scorecardCustomer satisfactionQuality managementStrategyStrategic analysisCustomer experienceProcess managementFinance and investingAccounting

Industries:

Financial service sector

Geography:

United StatesNorth America
Your Price:$11.64

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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 ramifications of the decision for the business's strategy.

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Case Study: Citibank: Performance Evaluation (English version) | Ivey Publishing