Access Millions of academic & study documents

Performance management system 1

Content type
User Generated
School
IISER PUNE
Showing Page:
1/9

Sign up to view the full document!

lock_open Sign Up
Showing Page:
2/9

Sign up to view the full document!

lock_open Sign Up
Showing Page:
3/9

Sign up to view the full document!

lock_open Sign Up
End of Preview - Want to read all 9 pages?
Access Now
Unformatted Attachment Preview
PERFORMANCE MANAGEMENT SYSTEM Citibank Case Analysis BACKGROUND The Financial District • James McGaran manages all 31 branches in Los Angeles • James has 15 staffs in his Branch • Revenue of 6 Million and 4.3 Million of Profit • Diverse Customer base from retail banking to convenient banking • Customer demands high service quality and knowledgeable employees • Mom and pop intense competitor • Bank of America and Wells Fargo two neighbor block competitors. Citibank WOODGROVE BANK Case 2 About Lisa Johnson • Area Manager of Los Angeles • 1978, joined Citibank at Chicago • 1988, shifted to California About James McGaran • Bank Sector experience since 1877 • James McGaran reports to Lisa • Biggest area in the division • Supports branch managers. • 1985, joined Citibank as Assistant Manager • 1986, promoted as Manager of Small Branch • 1992, Financial District Branch Manager • Impressive Financial Results till 1996 • Performance was over expectation. • Customer Satisfaction was low Citibank WOODGROVE BANK Case 3 THE PROBLEM • Firts felt uneasy • James McGaran scored Below Par on Customer Satisfaction. • Lisa’s comments were good • But Lisa don’t want to give final recommendation Citibank WOODGROVE BANK Case 4 • Strategy is to provide relationship banking with high level customer service • Done face to face as well as over telephone • Customer satisfaction increases as well as increase in net worth and p ...
Purchase document to see full attachment
User generated content is uploaded by users for the purposes of learning and should be used following Studypool's honor code & terms of service.
Studypool
4.7
Indeed
4.5
Sitejabber
4.4

Similar Documents