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Citibank Performance Evaluation Case Study

The document summarizes a case study about Citibank introducing a new performance scorecard for its employees. The scorecard included six components: financial, strategy implementation, customer satisfaction, people, standards, and controls. These components established objectives and metrics to measure performance across different perspectives in support of the organization's strategic goals. The case study focused on how a branch manager and area manager applied the new scorecard to evaluate employee performance and determine compensation.

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Prashant Kumar
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156 views10 pages

Citibank Performance Evaluation Case Study

The document summarizes a case study about Citibank introducing a new performance scorecard for its employees. The scorecard included six components: financial, strategy implementation, customer satisfaction, people, standards, and controls. These components established objectives and metrics to measure performance across different perspectives in support of the organization's strategic goals. The case study focused on how a branch manager and area manager applied the new scorecard to evaluate employee performance and determine compensation.

Uploaded by

Prashant Kumar
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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CITIBANK PERFORMANCE

EVALUATION CASE STUDY


Performance management is an ongoing process of

Performance
communication between a supervisor and an employee
that occurs throughout the year, in support of
accomplishing the strategic objectives of the

Management
organization. The communication process includes
clarifying expectations, setting objectives, identifying
goals, providing feedback, and reviewing results
(University of California Berkeley, 2019).
Introduction
Strategy
Financial
Implementation

■ Citibank Case Study (Simons & Davila, 1999)

■ Citibank Introduces a new performance scorecard


Standards People

■ The Key Players


o James McGaran – Los Angels Branch Manager
o Lisa Johnson – Los Angeles Area Manager

Customer
Control
■ Summary of Case Satisfaction
Assessment

■ Balanced Scorecard

o Perspectives – 6 components on the enterprise performance scorecard (Financial,


Strategy Implementation, Customer Satisfaction, People, Standards, & Controls)

o Metrics – Actionable and realistic performance measurements/indicators that


support achievement of organizational objectives.

o Objectives – How the organization will achieve its objectives

o Targets – performance expectations and goals


People – how to
develop your team
to achieve the
overall strategy,
objectives and goals
Customer
Satisfaction – how
Strategy
our customers
Implementation –
perceive us and if
how to target your
they think we care
customers
about them or only
interested in profits

Scorecard
Components

Control – internal
audits and how you
Financial –
mitigate risks to the
performance of the
branch and
branch financially
organization’s
success

Standards –
community
involvement and
engagement
Risks
Recommendations
Rationale
Rating/Bonus Decision and Justification
Conclusion

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