Citibank - Performance Evaluation
INDIAN INSTITUTE OF MANAGEMENT LUCKNOW
Written Executive Communication
PROJECT REPORT
Citibank – Performance Evaluation
Submitted to – Dr. Payal Mehra
Date – 26/10/2012
Submitted By Group 8, Section C
Anuradha Tyagi (PGP28128)
Aditya Singh (PGP28158)
Bholendra P.Singh (PGP28143)
K. Aditya Das (PGP28139)
Vishal Raju (PGP28155)
Shweta J. (PGP28159)
Table of Contents 1. Abstract 2 2. Brief Overview of the current situation 3 3. Strategy for Case Analysis 5 4. Case Analysis 6 5. Recommendations 9 6. Implementation 11 7. References 12
Abstract
Frits Seegers, President of Citibank California was put in a tough spot when he had to evaluate James McGaren. Mr. McGaren had for long been a good performer, but with the new performance evaluation criteria that take customer satisfaction into consideration, he fared “below par”. It is now up to Mr. Seegers to take a call on James, should he be given an “above par” or a “below par” rating and how will this be communicated to him.
Brief Overview of the current situation
James McGaran is the manager of the flagship office of Citibank in the Los Angeles area which also happens to be the most important of Citibank’s 31 branches. He has been a veteran not just in the banking sector but also at Citibank. He had delivered impressive financial results for four years in a row exceeding expectations every single year. But when customer satisfaction was included as a decision parameter in when it comes to evaluation, it was evident that James did not fare very well on that front.
The new criteria for employee evaluation are as follows: * Financial Measures: Focus was on total revenue and profits * Strategy Implementation: Tracks revenue from a particular segment relevant to the Bank’s strategy. * Customer Satisfaction: Surveys were conducted. Emphasis was laid on long term association. * Control Measures: Based on banks
Written Executive Communication
PROJECT REPORT
Citibank – Performance Evaluation
Submitted to – Dr. Payal Mehra
Date – 26/10/2012
Submitted By Group 8, Section C
Anuradha Tyagi (PGP28128)
Aditya Singh (PGP28158)
Bholendra P.Singh (PGP28143)
K. Aditya Das (PGP28139)
Vishal Raju (PGP28155)
Shweta J. (PGP28159)
Table of Contents 1. Abstract 2 2. Brief Overview of the current situation 3 3. Strategy for Case Analysis 5 4. Case Analysis 6 5. Recommendations 9 6. Implementation 11 7. References 12
Abstract
Frits Seegers, President of Citibank California was put in a tough spot when he had to evaluate James McGaren. Mr. McGaren had for long been a good performer, but with the new performance evaluation criteria that take customer satisfaction into consideration, he fared “below par”. It is now up to Mr. Seegers to take a call on James, should he be given an “above par” or a “below par” rating and how will this be communicated to him.
Brief Overview of the current situation
James McGaran is the manager of the flagship office of Citibank in the Los Angeles area which also happens to be the most important of Citibank’s 31 branches. He has been a veteran not just in the banking sector but also at Citibank. He had delivered impressive financial results for four years in a row exceeding expectations every single year. But when customer satisfaction was included as a decision parameter in when it comes to evaluation, it was evident that James did not fare very well on that front.
The new criteria for employee evaluation are as follows: * Financial Measures: Focus was on total revenue and profits * Strategy Implementation: Tracks revenue from a particular segment relevant to the Bank’s strategy. * Customer Satisfaction: Surveys were conducted. Emphasis was laid on long term association. * Control Measures: Based on banks
References: * http://hbr.org/product/citibank-performance-evaluation/an/198048-PDF-ENG * Dr. Payal Mehra (2012), Business Communication for Managers, Pearson Education