Citi Corp
Executive Summary The business world is very competitive, so every business decision should be taken carefully. When a company is facing a problem, it usually uses a problem solving process to identify a problem and analyze pros and cons among possible solutions. This paper is an analysis in regard to Citigroup Inc in order to identify possible problems that the company is facing. We are going to set out the problem-solving process based on PSU SBA framework. PSU SBA represents six steps in problem-solving process which are Position, Sense, Uncover, Solve, Build, and Achieve.
Along with this theme, Citigroup is first investigated and explored through its Position in the market, its mission, vision, and value. In addition, four major key stakeholders which are employees, customers, suppliers, and communities are discussed. The second part of this section is about the overview of Region Consumer Banking (RCB).
The next step, Sense, is about to identify and prioritize all possible problems Citigroup is currently facing. The four major problems are revenue declines in North American region by 5% sequentially, poor customer service, competing with other competitors, and cutting tremendous amount of jobs in order to achieve a profit as of 2010. Mission-Critical table is used to classify and demonstrate these problems. Among all of these problems, the decline on revenue in North American region is a critical mission and urgent problem that need to solve immediately. In Uncover part, fishbone diagram is used to demonstrate possible causes and effects of the problem and at the same provide alternative solutions to these causes. The four major reasons that cause this problem are lower mortgage revenue due to lower refinancing gains, the increase on credit rates and charge relating to enhancements to the Citi-branded cards rewards program, downturn of economy, and the corporation 's reputation.
Once all the solutions for the causes are developed and analyzed,
Along with this theme, Citigroup is first investigated and explored through its Position in the market, its mission, vision, and value. In addition, four major key stakeholders which are employees, customers, suppliers, and communities are discussed. The second part of this section is about the overview of Region Consumer Banking (RCB).
The next step, Sense, is about to identify and prioritize all possible problems Citigroup is currently facing. The four major problems are revenue declines in North American region by 5% sequentially, poor customer service, competing with other competitors, and cutting tremendous amount of jobs in order to achieve a profit as of 2010. Mission-Critical table is used to classify and demonstrate these problems. Among all of these problems, the decline on revenue in North American region is a critical mission and urgent problem that need to solve immediately. In Uncover part, fishbone diagram is used to demonstrate possible causes and effects of the problem and at the same provide alternative solutions to these causes. The four major reasons that cause this problem are lower mortgage revenue due to lower refinancing gains, the increase on credit rates and charge relating to enhancements to the Citi-branded cards rewards program, downturn of economy, and the corporation 's reputation.
Once all the solutions for the causes are developed and analyzed,
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