ProblemThe California Division of Citibank has introduced a new performance scorecard to highlight the importance of a diverse set of measures in achieving the strategic goals of the division. Among the new measures introduced was a customer satisfaction indicator. Unfortunately‚ James McGaran‚ the manager of the most important branch and who consistently delivers impressive financial results scored "below par" on customer satisfaction. Frits Seeger‚ President of Citibank California and Lisa Johnson‚
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Course name: Strategic Management Semester: SPRING 2013 Instructor: Dr. Richard T. Mpoyi Office Number: BAS N146 Phone: 615-898-5767 Email: richard.mpoyi@mtsu.edu Class Schedule Section No. Days Time Building Room BUAD 4980-03 MWF 11:30am – 12:25pm BAS S262 Office Hours* Monday Tuesday Wednesday Thursday Friday – 12:00pm – 02:00pm 04:00pm – 05:00pm 12:00pm – 02:00pm – * Other hours: By appointment Course Expectations X Multiple-Choice Exams X Essay Tests
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objectives of the case is that Citibank has aligned its new performance evaluation process to inculcate non financial measures in the performance evaluation and thereby highlighting the importance of diverse set of measures for evaluating performance it has been a year since the California division has introduced this change through a new performance scorecard and Citibank has to make sure that the change is communicated throughout the organisation. * The Citibank California division has to make
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The accelerated rate of change in the telecommunications arena is always a topic close to the hearts of all stakeholders in the industry. Analyzing the different dynamics at play in the sector has never been so interesting. The former monopoly environment has been dragged kicking and screaming into an era of almost Adam Smith-like demand and supply‚ something that it was certainly a long way from even a few years ago. So‚ what has changed on both the demand and supply sides of the equation?
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customers. It provided the tools and channels for its customers to receive money efficiently and to make payment in a timely fashion. In 2000‚ intense competition and the dot com boom put pressure on Citibank and its competitors to transform their business in the new economy. In response to these challenges‚ Citibank made a serious push to deliver integrated solutions that would enable its corporate customers to conduct transactions on-line. Citibank’s e-business strategy – Connect‚ Transform and Extend –
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business policy & strategy (MNG 4200) LECTURER: MR. HUGH TODD Case #1: apple inc. in 2008 Group members: GROUP LEADER: ANUSHKA RAMPERSAUD (10/0835/0704) FARZANA HAMID (10/0835/1056) DEVIKA RAJKISSOON (09/0835/0575) SADESH RAMDEEN (10/0835/0507) BRIJESHWAR ARJUN (10/0835/1062) CHEASHIVA SAMAROO (10/0835/0997) APPLE INC. IN 2008 CASE ANALYSIS Apple computer was introduced in 1976 by founders‚ Steven Jobs and Steven Wozniak. Apple Inc. was the producer
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Stylish Italian-designed furnishings and wooden floors make you feel at home.When you arrive from Tbilisi International Airport‚ 25 km away‚ you can leave your vehicle in our spacious‚complimentary car park. Drive for just 5 minutes and you’ll been in the City center. You can follow the scenic‚ meandering River Mtkvari to the ancient Iberian city of Mtskheta‚ 20 minutes away by car‚ for its 6th-century Jvari monastery. Within an hour‚ you can be tasting Georgian wines at Kakheti vineyards. You’ll
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Q3 Porter five forces model is a framework for industry analysis and business strategy development. It draws upon industrial organization economics to derive five forces that determine the competitive intensity and therefore attractiveness of a market. Porter’s five forces include -three forces from horizontal competition: the threat of substitute products or service‚ the threat of established rivals‚ and the threat of new entrants‚ and two forces from vertical competition: the bargaining power
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CASE “Citibank: Performance Evaluation” Harvard Business School 9-198-048 rev: October 14‚ 1999 The Performance Scorecard: a strategic management tool Frits Seegers‚ President of Citibank California‚ is convinced that “in a competitive marketplace where businesses compete for customers‚ customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy”1. Fulfilling customers’ expectations is a critical issue for the long term business sustainability
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Competitive Profile Matrix A competitive profile matrix is a tool that allows companies to assess themselves against their competitors through identification of critical success factors. These factors are then weighted and scored to produce a total weighted competitive score for the company (Sohel & Rahman‚ 2014; Capes & Glissmeyer‚ 2012). While the matrix may be largely subjective and based on personal perspective it can still provide a company with a wealth of information as to how it compares
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