Citibank: Performance Evaluation

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Citibank: Performance Evaluation

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

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Abstract

This is a Spanish version. 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.

Location:

United States

Industry:

Banking

Other setting(s):

1996