Hbr Citibank Performance Eval Case Jwmi Essay

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Citibank Performance Evaluation Case Study Assignment 2: Citibank Performance Evaluation Case Study Jack Welch Management Institute Professor Lily Garcia JWI 520: People Management 2/2/2014 1 Citibank Performance Evaluation Case Study 2 Executive Summary This paper will evaluate Citibank’s 1996 performance scorecard goals and performance data, its central management tool to implement strategy and evaluate performance, and discuss the importance of great people decisions and recommendations for a successful and effective performance evaluation approach. In addition, it will review that in order for an organization to truly facilitate a positive customer experience, and how everyone in the organization has a role to play. Citibank Performance Evaluation Case Study 3 Introduction “Performance management is about creating relationships and ensuring effective communication. It’s about focusing on what organization managers and team members need to succeed” Robert Bascal In 1996, Citibank was a niche player in the California market. It had eighty branches compared with four hundred offices of its biggest west coast based financial institutions such as Bank of America and Wells Fargo. Citibank's strategy in California was to build a profitable franchise by providing relationship banking combined with a high level of service to its customers. Service was delivered in the branch or remotely, depending on the wishes of the customers. Customers’ service expectations rose in line with their net worth, resulting in profitability for the bank. These customers demanded high levels of service with careful personal attention and a broad selection of financial products. Financial measures had dominated Citibank's performance evaluation in the past. But leadership and top managers in the division felt that these

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