Question based on Citibank Performance evaluation HBR case s

Question based on Citibank: Performance evaluation HBR case study

1) Assume that you are Lisa Johnson. Evaluate James’ performance based on financial measures, strategy implementation, customer satisfaction, control measures, and people standards. Provide support for your ratings. Put yourself into Lisa Johnson’s shoes.

Solution

Financial Measure: Above Par The financial performances of James`s branch has exceeded management expectations for 4 years in a row and this year it exceeded goal by 20% Strategy Implementation: Above Par Same rating James got in quarters 2,3 and 4 because the branch exceeded its growth in the business, professional and retail segment. Control measure: Par Room for improvement in this area, James can implement different measures to lower the operating and fraud loses People: Above Par His performances as manager exceeds expectations. Standards: Above Par James is a respected leader and works on improving his team and himself. Customer Satisfaction: Below Par In two quarters James scored below par on customer satisfaction