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  • December 1997 (Revised October 1999)
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Citibank: Performance Evaluation

By: Robert L. Simons and Antonio Davila
  • Format:Print
  • | Language:English
  • | Pages:9
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Abstract

Citibank has introduced a new, comprehensive performance-scorecard system. A regional president struggles with a tough decision: how to evaluate an outstanding branch manager who has scored poorly on an important customer satisfaction measure. This case provides a scoring sheet to be completed by the reader and an explanation of the ramifications of the decision for the business's strategy.

Keywords

Performance Evaluation; Balanced Scorecard; Business Strategy; Customer Satisfaction; Performance Expectations; Decisions; Motivation and Incentives; Quality; Banking Industry

Citation

Simons, Robert L., and Antonio Davila. "Citibank: Performance Evaluation." Harvard Business School Case 198-048, December 1997. (Revised October 1999.)
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About The Author

Robert Simons

Accounting and Management
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Related Work

    • December 1997 (Revised October 1999)
    • Faculty Research

    Citibank: Performance Evaluation

    By: Robert L. Simons and Antonio Davila
Related Work
  • Citibank: Performance Evaluation By: Robert L. Simons and Antonio Davila
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