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Prize winner
Case
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Reference no. 9-198-048
Published by: Harvard Business Publishing
Originally published in: 1997
Version: 14 October 1999

Abstract

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.

Time period

The events covered by this case took place in 1996.

Geographical setting

Region:
Americas
Country:
United States
Location:
California

Featured company

Citibank
Industry:
Banking

Featured protagonists

  • James McGaran (male), Branch Manager
  • Frits Seegers (male), President
  • Lisa Johnson (female), Area Manager

About

Abstract

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.

Settings

Time period

The events covered by this case took place in 1996.

Geographical setting

Region:
Americas
Country:
United States
Location:
California

Featured company

Citibank
Industry:
Banking

Featured protagonists

  • James McGaran (male), Branch Manager
  • Frits Seegers (male), President
  • Lisa Johnson (female), Area Manager

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