Harvard Business College
Add some opuch. October 18, 1999
Citibank: Performance Analysis
Frits Seegers, President of Citibank Washington dc, was meeting with his administration team to examine the efficiency evaluation and bonus decisions for the California part managers. Adam McGaran's functionality evaluation was next. Frits felt uneasy about this one particular. McGaran was manager of the most important part in the Los Angeles area, fantastic financials had been impressive. A year ago he would have received " previously mentioned par" score with full bonus. Nevertheless last year, the California Division of Citibank got introduced a brand new performance scorecard to highlight the importance of a diverse set of actions in achieving the strategic desired goals of the department. Among the new measures presented was a customer satisfaction indicator. Unfortunately, James McGaran had have scored " under par" in customer satisfaction.
Frits looked at Mack Johnson, the location manager supervisory James McGaran. Frits experienced read Lisa's comments (Exhibit 1). The comments were very positive, nevertheless Lisa hadn't wanted to give one final recommendation until she experienced discussed this with Frits. She knew that James' case will be watched carefully by many managers within the department.
The Financial District Part
James McGaran was administrator of the most crucial of the 23 branches in the Los Angeles place. Located in Los Angeles's economical district, James's branch a new staff of 15 people, revenues of $6 million, and $4. 3 million in earnings margin. The customer base was very various. Individual consumers ranged from people who worked in the financial section with complex retail bank needs to much less informed individuals banking to get convenience. Business customers were sophisticated buyers who demanded high services quality and knowledgeable employees who can satisfy their financial needs. " Mom and popвЂќ businesses, the dominant part in other regions, were also present but to a much lesser extent. Competition was intense. Two competitorsвЂ”Bank of America and Wells FargoвЂ”had offices just one block faraway from James's department. James became a member of Citibank in 1985 as assistant part manager. He previously worked inside the banking sector since 1977. Within a year, in year 1986, he was offered to director of a tiny branch. He progressed quickly through the positions until 1992 when he was handed the responsibility of managing the Financial Area office. His performance through this office had exceeded objectives every single yr. He had provided impressive economical results for four years in a row. In 1996, when the department expanded its performance signals to include non-financial measures, it probably is apparent that his branch's customer satisfaction ratings did not follow the same style as its monetary performance.
Petulante Candidate Antonio DГЎvila and Professor Robert Simons prepared this case while the basis for class discussion rather than to illustrate either powerful or unproductive handling associated with an administrative condition. Copyright В© 1997 by the President and Fellows of Harvard College or university. To purchase copies or perhaps request authorization to duplicate materials, call up 1-800-545-7685 or perhaps write Harvard Business Institution Publishing, Boston, MA 02163. No element of this publication may be produced, stored in a retrieval system, used in a spreadsheet, or perhaps transmitted in a form or perhaps by any meansвЂ”electronic, mechanised, photocopying, documenting, or otherwiseвЂ”without the permission of Harvard Business Institution.
Citibank: Performance Evaluation
Adam reported to Lisa Johnson, Los Angeles region manager. Mack was a number of years employee of Citibank. Your woman joined the organization in 1978 in Chicago and moved to Washington dc in early 1988. Her region was the biggest in the division and included two areas that acquired previously been managed independently. Lisa was a hands-on administrator who spent a lot of time in the branches promoting the managers and becoming acquainted with the events in each branch.
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