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Coo & Vp International

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Submitted By narinderg
Words 1389
Pages 6
Abstract
To study the Citibank Performance evaluation case and evaluate James McGaran’s performance assuming the role of Lisa Johnson. Describe the approach taken in performance feedback session, sequence of conversation and supporting references to backup your evaluation. To Review the Citibank evaluation system as a consultant and recommend possible procedural and processes changes to improve its performance evaluation system.

Citibank performance evaluation system
Until 1994 Citibank performance evaluation system was based on the quantitative measure (financial measures) not both quantitative and qualitative measures (MBA6220, 2011) due to the type of services offered by the bank. With the change in Citibank’s strategy in California it was essential to measure both the qualitative and quantitative measures and a new performance evaluation system was tested in 1995 to be introduced from the first quarter of 1996. The performance scorecard of the system was built around six different types of measures: financial, strategy implementation, customer satisfaction, control, people and standards (Davila, A & Simons, R, 1997).
Financial measures were computed from the regular accounting system, strategy implementation measures could be tracked based on the target customer segment relevant to branch strategy and control measures were measured based on internal auditor’s evaluation on the branch’s internal control processes. People and standards – the non-quantifiable ratings were determined by the branch manager’s boss. People rating were determined based on the manager’s relation with his team, his leadership skills and coaching to enhance team performance. Standard rating was determined based on assessment of manager’s involvement in the community groups, trade associations and business ethics. Customer service was the only measure determined based on external

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