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Prize winner
Case
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Reference no. 9-198-048
Subject category: Finance, Accounting and Control
Authors: Robert L Simons (Harvard Business School); Antonio Davila (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1997
Version: 14 October 1999
Length: 9 pages
Data source: Field research
Topics: Customer satisfaction; Employee performance management
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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
Teaching note
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Reference no. 5-199-047
Subject category: Finance, Accounting and Control
Authors: Antonio Davila (Harvard Business School); Robert L Simons (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1999
Version: 6 April 2017
Revision date: 24-May-2017
Length: 14 pages
Data source: Field research
View full details
Case
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Reference no. 9-102-S03
Spanish language
Subject category: Finance, Accounting and Control
Authors: Robert L Simons (Harvard Business School); Antonio Davila (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1997
Version: 14 October 1999
Length: 10 pages
Data source: Field research
Topics: Customer satisfaction; Employee performance management
View full details
Case
-
Reference no. 9-123-P05
Portuguese language
Subject category: Finance, Accounting and Control
Authors: Robert L Simons (Harvard Business School); Antonio Davila (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 2023
Version: 14 October 1999
Length: 10 pages
Data source: Field research
Topics: Customer satisfaction; Employee performance management
View full details

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

Related

Teaching note
-
Reference no. 5-199-047
Subject category: Finance, Accounting and Control
Authors: Antonio Davila (Harvard Business School); Robert L Simons (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1999
Version: 6 April 2017
Revision date: 24-May-2017
Length: 14 pages
Data source: Field research
View full details
Case
-
Reference no. 9-102-S03
Spanish language
Subject category: Finance, Accounting and Control
Authors: Robert L Simons (Harvard Business School); Antonio Davila (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1997
Version: 14 October 1999
Length: 10 pages
Data source: Field research
Topics: Customer satisfaction; Employee performance management
View full details
Case
-
Reference no. 9-123-P05
Portuguese language
Subject category: Finance, Accounting and Control
Authors: Robert L Simons (Harvard Business School); Antonio Davila (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 2023
Version: 14 October 1999
Length: 10 pages
Data source: Field research
Topics: Customer satisfaction; Employee performance management
View full details
Awards, prizes & competitions
The Case Centre classic case - Finance, Accounting and Control